London Luton Becomes First UK Airport to Achieve ACI Level 4 Accreditation

London Luton Airport has reached a new milestone in passenger experience, becoming the first airport in the UK — and only the third in Europe — to achieve Level 4 of the Airport Council International Airport Customer Experience Accreditation.

The accreditation places LLA in a select global group of airports recognised for their commitment to continuous improvement across customer understanding, operational efficiency, service innovation, and collaborative governance. It follows LLA becoming the first UK airport to reach Level 3 of the same accreditation back in 2024.

The timing reflects a strong run of form for the airport. In 2025, LLA recorded its highest-ever customer satisfaction scores, with passengers highlighting the friendliness of staff, the speed and efficiency of processing, and the quality of retail, dining, and public transport connections. The airport was also named Best Customer Centric Culture at the UK Customer Experience Awards, and became the first airport in the world to earn the BSI Kitemark for Service Excellence.

Accessibility has also been a focus. LLA received a 'Very Good' rating in the Civil Aviation Authority's annual Accessibility Report in 2025, coinciding with the opening of an airside Accessibility Lounge.

Chief Operations Officer Neil Thompson said the accreditation reflects the work of teams across the airport who have embedded a simple and friendly service culture into everyday operations, and that the airport remains focused on continuing to raise the bar.

ACI World Director General Justin Erbacci congratulated LLA on the achievement, noting that passenger experience lies at the heart of everything airports do.