UK. London Luton Airport (LLA) has become the first UK airport – and one of the first organisations across all sectors – to achieve certification to the new British Standards Institute (BSI) Kitemark for Service Excellence.
The certification demonstrates the airport’s commitment to delivering outstanding passenger experience. It covers aspects including customer satisfaction, innovation, employee engagement, commitment to service excellence, inclusivity and digital services.
Launched last year, the BSI Kitemark for Service Excellence scheme has been shaped by customer experience experts and draws on three BSI standards: Code of Practice for Customer Service; Quality Management – Customer Satisfaction; and Service Excellence – Principles and Model, as well as additional Kitemark test measures.
The certification was awarded to the airport following a comprehensive two-stage assessment of its customer service, complaint management and customer experience processes, procedures and performance.
The assessment involved a programme of ongoing reviews to assess continuing compliance across the airport.
BSI Global Product Certification Director Victoria Brennan commented: “Achieving certification to the Kitemark for Service Excellence provides a significant milestone for London Luton Airport, demonstrating their unwavering commitment to not only meeting but exceeding customer expectations.
“The Kitemark is a trusted symbol of quality and LLA, being one of the first to achieve this, has shown exemplary focus on continually improving customer satisfaction and embracing digitalisation.”
London Luton Airport Chief Operations Officer Neil Thompson commented: “From our Security, Guest Experience and Airside Operations teams to those working for partner businesses, our people play a hugely important role in delivering a safe, simple and friendly passenger experience to millions who travel through London Luton Airport each year.
“We are extremely proud that LLA is the first UK airport to achieve the ISO Service Excellence Kitemark and it is testament to the hard work and professionalism of our colleagues across the airport.”
The new certification adds to a series of accolades for London Luton Airport, which was last year crowned European Airport of the Year (10-25 million passengers) by Airports Council International (ACI) Europe; and as the standout European airport for food & beverage at the 2024 Airport Food & Beverage (FAB) Awards.
LLA was also named Team of the Year (large company) at the 2024 UK Customer Experience Awards, as well as receiving the Gold Award in the Best Customer Experience for Vulnerable Customers category, in recognition of its services for passengers requiring additional assistance.
In January 2025, LLA became the first UK airport to achieve level 3 of Airports Council International’s (ACI) Customer Experience Accreditation programme for its commitment to continuous customer experience improvement.
The airport noted the last 12 months have seen the airport achieve its highest ever annual customer satisfaction score, with four out of five passengers rating their experience at LLA as very good or excellent in the aviation industry’s global benchmarking scheme. ✈
