A golden performance for London Luton Airport's customer experience
London Luton Airport’s (LLA) swept up an impressive hat-trick of top spots at the prestigious 2026 UK Customer Experience (CX) Awards.
LLA was awarded Gold in two categories, ‘CX Team of the Year’ (up to 1,000 employees) and ‘Customers at the Heart of Everything’ (large organisation - up to 5,000 employees), while Clare Armstrong, LLA’s Head of Guest Experience, was crowned ‘Leader of the Year’.
The UK CX Awards are regarded as the original and most prestigious celebration of customer experience excellence in the UK.
The awards follow the busiest and most successful summer in LLA’s history, with more than 5.5 million passengers travelling through the airport. Four out of five passengers rated their experience as very good or excellent.
The triple award win adds to LLA’s previous successes at the UK CX Awards. Last year, the airport was named Gold winner in the 'Best Customer Centric Culture' (over 500 employees) category and won the Silver award in the 'Best Customer Experience for Vulnerable Customers' category, recognising its approach to making travel inclusive for all, and its service for passengers requiring assisted travel.
Neil Thompson, Chief Operating Officer at London Luton Airport, said: “To receive this incredible recognition at the UK CX Awards for a third consecutive year is a remarkable achievement and a powerful endorsement of London Luton Airport’s customer-first approach. These awards are designed to showcase innovation, inspire progress and celebrate the organisations shaping the future of customer experience. This recognition highlights the dedication of our hard-working teams across the operation and the standards that are being driven by our airport-wide customer service programme. The hard work must continue to maintain these standards, but everyone involved should be extremely proud.”
Clare Armstrong, Head of Guest Experience at London Luton Airport and Leader of the Year award winner, commented: “Putting people at the heart of everything is embedded within London Luton Airport’s simple and friendly ethos. To receive recognition at the UK CX Awards for the third-year running is testament to the commitment, passion and hard work of each and every member of the LLA team. On a personal level, to be named Leader of the Year is something I’m immensely proud of but, again, it’s an award that recognises the broader standards that we continually aim for across the airport. From frontline operations to back-office support, customer experience is a shared responsibility and something we are all committed to.”
Key highlights of the past year include:
Being ‘Highly Commended’ at the prestigious ACI Europe Best Airport Awards, the industry’s highest accolade recognising outstanding airport performance and achievement
Receiving 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, for the second consecutive year
Being named in the top 10 Skytrax Best Low-Cost Airports in this year’s Skytrax World Airport Awards
Achieving record customer satisfaction levels in 2025, with an average score of 4.14/5 and passengers praising the simple and friendly experience, speed, efficiency, and helpful and welcoming staff