London Luton Airport (LLA) has been awarded the Airports Council International’s (ACI) Customer Experience Level 1 accreditation, becoming the first and only airport in the UK to be awarded with the award.
The airport joins eight other European airports and 35 global airports which have been awarded with the ACI accreditation.
”We are absolutely thrilled to have been recognized and accredited by ACI for the work that we are doing to transform the experience at LLA. We know that this is only the beginning of an exciting journey and achieving Level One is an important first step for us. Our customer service strategy is helping us ensure customer experience is the golden thread that runs through every part of our business and every step of the customer journey.”Clare Armstrong, Head of Customer Experience, London Luton Airport.
The ACI accreditation has five levels with each level is structured around areas of management practices and builds from the level before it. Airports which makes customer experience a priority both by external and internal communications, are entitled to the level 1 accreditation. On a holistic perspective, the ACI’s accreditation is designed to recognize the efforts of airports that are committed in providing great customer service to passengers.
Luton Airport has developed a number of customer experience initiatives over the year which enabled them to be accredited with The Level 1 accreditation. The airport created a Customer Feedback Board that provides governance and direction in delivering customer experience projects. In addition, some of the other initiatives taken by the airport management include installing a new customer service desks throughout the airport and introducing a mystery shopper program.