September 29, 2025
Luton Airport’s Assisted Travel Lounge Adds to the Customer Experience
Airports are rarely top of people’s happy places, but for passengers with accessibility needs and assisted travel issues they are stressful in the extreme. While most airports are making strides to improve the customer experience, more is needed to support those with assisted travel needs.
While the likes of Istanbul Airport can claim, Level 5 ACI Customer Experience Accreditation and JFK’s new terminal 4 is breaking new territory for the passenger experience, for most somewhere to relax would be top of the list, especially for those with assisted travel requirements.
London Luton Airport’s new Assisted Travel lounge supports up to 50 passengers with a comfortable, relaxing and dedicated space for passengers with wheelchair, mobility, sensory and other needs.
The airport was named Team of the Year (large company) at the 2024 UK Customer Experience Awards and is nominated for the 2025 Awards for Best Customer Centric Culture (over 500 employees); and Best Customer Experience for Vulnerable Customers.
Power Up for Assisted Travel
With stories of wheelchair users being treated terribly on flights, the news improves London Luton’s already strong credibility for passengers, with the highest rating of ‘Very Good’ from the Civil Aviation Authority (CAA) for its service to passengers with reduced mobility and those who require assisted travel.
The airport currently fulfils more than 700 pre-booked daily requests for its assisted travel service. The new lounge offers flight information screens, charging points for wheelchairs and electronic devices, drinking facilities and specialised seating for passengers with mobility challenges.
Alberto Martin, Chief Executive Officer at London Luton Airport, said: “We are delighted to offer this wonderful new space for passengers with assisted travel needs. This is a hugely important investment that underlines London Luton Airport’s ongoing commitment to deliver a simple and friendly passenger experience that is safe, accessible and inclusive for all. Throughout the design process, we consulted regularly with the passengers, charities and support groups that make up the membership of the London Luton Airport Accessibility Forum, and we are thrilled with the outcome – a welcoming and accessible space for assisted travel passengers to enjoy ahead of their flights.”
Andrew Wright, Chair of London Luton Airport Accessibility Forum (LLAAF) commented: “The Assisted Travel Lounge provides those passengers who use LLA’s Assisted Travel services with a spacious, bright and purpose-built space which is also ideally positioned for the airport’s broader amenities. The design and development of this impressive new facility has been largely shaped by a wish-list based on the insight, experiences and needs of LLAAF members and this project provides a perfect example of the airport’s continued collaboration with the Forum and its growing network of disability group stakeholders.”
Let us know of your positive and negative air travel accessibility experiences, as pressure grows on airports and airlines to deliver a better experience.
