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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.

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