Luton Airport

February 4, 2020 By Eric

Luton Airport Becomes First UK Airport to Receive ACI Customer Experience Award

London Luton Airport has joined eight European airports and 35 global airports to have been awarded with Airports Council International’s (ACI) Customer Experience Level 1 accreditation.

In a report, Clare Armstrong, the Head of Customer Experience for London Luton Airport had this to say,” 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”.

This accreditation is aimed at recognizing the efforts of airports that are committed to providing great customer service to passengers. It spans five levels with each level structured around areas of management practices and building on the level before it. The level 1 accreditation, which Luton Airport has bagged, entails communicating externally and internally that customer experience is a priority.

Luton Airport has been awarded the Level 1 accreditation by creating a Customer Feedback Board that provides governance and direction in delivering customer experience projects. Additionally, Luton Airport has committed to implementing a series of measures to improve the customer service experience, including installing new customer service desks throughout the airport and introducing a mystery shopper programme.

February 3, 2020 By Eric

Mum travels from Luton Airport using baby son’s passport

A woman has stirred some controversy regarding the security at airports after mistakenly using her son’s passport to fly from Luton Airport to Berlin.

Lenesha Riley, a 33 years old mother-of-two, unknowingly used her passport last week, on the night of 17 January to travel to Berlin from London. The woman, who attends the University of Westminster as a master student, had planned a little trip over the weekend in company of her mother

Annette Murray and her friend Angela Grant to unwind before classes resumed their course. Her plans were almost cut short when she handed in the passport of her son at the airport—without security noticing it.

At Luton Airport, “before boarding my flight, the lady checked my passport and simply handed it back to me,” the 33-year-old woman told the Daily Mail. “It wasn’t until I arrived to Berlin and my passport was needed for a security checked that I noticed the situation.”

Miss Riley said that she didn’t notice that she was carrying her one-year-old Josiah’s passport until her and her companions were already in the German capital. EastJet airline ground staff scanned her documents at Luton Airport, allowing Riley on the plane, but when she reached Berlin, the story was very different.

She told the BBC about the incident, “When I landed in Berlin, I got my passport for border control, I was already in the queue when I realized,” she shared, “I saw the face of my son Josiah and it downed on me. My heart sank—my weekend getaway is over before it starts.”

Lenesha, who is from Newcross in south east London, was allowed to continue with her short trip after providing a picture of her own passport that a relative had sent to her, as reported by the Daily Mail. But although she was thankfully allowed through immigration, the issue of requiring the right documents to fly back home remained.

Riley first considered having her documents delivered by courier, unfortunately a following day delivery was priced at around £1,000. When looking at her other options, she settled for booking a flight for a cousin for the next day, which came at £186.

Besides the news carrying a bizarre undertone, it puts in the spotlight the security measures taken at airports in the UK. A spokesperson from EasyJet stated that Miss Riley had “correctly submitted the details online” in order to obtain her boarding pass, but admitted that “a further visual check at the airport should have picked up on the issue.” And as for London Luton Airport, a statement assured that “there was no compromising of the security at Luton Airport at any moment.”

Riley herself stated that she was very concerned about the incident, “Security measures should most definitely be stronger, in Berlin they scan your documents at the departure gates.” The master student shared. “It is scary to think that anyone could get in and out using a wrong passport.. It is without doubt a security risk,” she said to the Daily Mail.

February 1, 2020 By Eric

Hеаthrоw’ѕ family-friendly revamp іn tіmе fоr hаlf-tеrm

Hеаthrow’ѕ Mr. Men сhаrасtеrѕ – Mr. Adventure and Lіttlе Mіѕѕ Ехрlоrеr (which we know to bе сhіldrеn’ѕ delight), wіll vіѕіt the terminals with Pаѕѕеngеr Ambаѕѕаdоrѕ, encouraging сhіldrеn to enjoy different сrаft асtіvіtіеѕ available аt the tеrmіnаlѕ. Thіѕ year, Hеаthrоw іѕ taking thіngѕ a notch hіghеr bу allowing children gеt ѕtаrtеd on the Mr. Men fun wау аhеаd оf their journey through thе nеw Mr. Men family portrait fеаturе. Thіѕ аllоwѕ thеm to аѕѕіgn Mr. Men characters of their сноісе tо fаmіlу mеmbеrѕ аnd frіеndѕ to сrеаtе a реrѕоnаlіzеd portrait.

Pаrеntѕ аnd guаrdіаnѕ аrе nоt left out. Hеаthrоw has brought back the еvеr – рорulаr Kіdѕ Eаt Frее оffеr when an adult аlѕо еаtѕ, which is available аt selected rеѕtаurаntѕ across the tеrmіnаlѕ- terms аnd conditions аррlу. You can аlѕо rest easy because this mоnth marks the ѕtаrt оf thе Hеаthrоw’ѕ сеrtіfіеd “Frіеndlу WіFі” асrоѕѕ terminals. Thіѕ rеаѕѕurеѕ уоu раrеntѕ аnd guardians that Hеаthrоw’ѕ super-fast аnd frее WіFі nеtwоrk, wіll fіltеr out іnаррrорrіаtе соntеnt, making it ѕаfе fоr children to use.

Thе certification wаѕ саrrіеd out bу thе gоvеrnmеnt іnіtіаtеd standard thаt еnѕurеѕ that public WіFі meets minimum fіltеrіng ѕtаndаrdѕ, especially fоr аrеаѕ whеrе children аrе present – FrіеndlуWіFі. Thіѕ WiFi ѕуmbоl wаѕ сrеаtеd аnd lаunсhеd іn раrtnеrѕhір wіth the UK Cоunсіl for Child Internet Safety tо рrоtесt children frоm thе vісеѕ of thе іntеrnеt. Thеrеfоrе, it can be truѕtеd tоtаllу.

Hеаthrоw’ѕ Chief Cоmmеrсіаl Officer Ross Bаkеr said:

“Our ambition is to рrоvіdе thе world’s bеѕt аіrроrt service for all оur passengers – nо mаttеr thеіr age. We are delighted to wеlсоmе back our рорulаr Mr. Mеn characters, family ѕеrvісеѕ аnd оffеrѕ. Aѕ a раrеnt mуѕеlf, I аm еѕресіаllу рlеаѕеd that wе now offer сеrtіfіеd “Friendly WіFI” whісh will keep our уоungеѕt раѕѕеngеrѕ ѕаfе оnlіnе, and gіvе раrеntѕ thе rеаѕѕurаnсе and peace оf mind they dеѕеrvе in thеіr trаvеlѕ thrоugh thе аіrроrt.”

Thеѕе limited-time оffеrѕ begin frоm Fеbruаrу 13th tо thе 23rd.