January 16, 2026
Luton Airport Gets Record Customer Satisfaction Scores
London Luton Airport rounded off 2025 with its highest ever customer satisfaction scores. Passengers praised its simple and friendly customer experience, with speed, efficiency, airport staff, the range of amenities and transport links all rating highly.
The airport flew over 17.5 million customers last year and will see around 32 million by 2032, through the arrival of a major new airline, and significant investment in the terminal experience, including the opening of the largest restaurant in any UK airport.
All that and a new assisted travel lounge supporting those with specific needs. London Luton Airport won Best Customer-Centric Culture (Over 500 Employees) at the 2025 UKCXA awards.
Luton and Smaller Airports Make for Safer and Happier Flying
Luton Airport’s commitment to a safe, accessible and inclusive airport for all was further underlined by a ‘Very Good’ rating in the Civil Aviation Authority’s (CAA) annual Airport Accessibility Report.
Alberto Martin, Chief Executive Officer at London Luton Airport, said: “2025 was a defining year for London Luton Airport, with record customer satisfaction at its heart.”
“Our focus on delivering a simple and friendly passenger experience, alongside continued investment in facilities and connectivity, is clearly resonating with passengers. This success reflects the dedication of teams across the airport, and we look forward to building on this momentum as we move into 2026.”
Assisted travel comes with support from The Disability Resource Centre Dunstable, Autism Bedfordshire, Guide dogs for the Blind, Action on hearing loss, JDRF, Alzheimer’s society/Luton Dementia Action Alliance, Age UK, SIA and other independent disability advocates & travellers to create a joined-up approach to meeting passenger needs.
Dublin’s New App for 32 Million Flyers
As the other airports report their annual numbers, over the water, Dublin Airport reported over 32 million, many using their new app, which has a string of tools to helps passengers to navigate the airport.
Features include live flight departure and arrival information and real time security queue times.
Access to discounts for duty free and airport products such as lounges and Fast Track; interactive maps and other passenger advice.
Not every airport needs a massive new terminal or extra runways to deliver a better customer experience, focusing on the smaller issues that make a big difference to passenger journeys is just as important.
