Luton Airport tops landmark year with record customer satisfaction scores
Image courtesy LLA
The landmark year also saw Government approval to increase annual passenger capacity from 19 million to 32 million by 2032, 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.
LLA rounded off 2025 with its highest ever customer satisfaction scores with passengers praising its simple and friendly passenger experience, with speed, efficiency, airport staff, the range of shops and restaurants and transport links all rating highly.
Named the UK’s best low-cost airport, and ranked in the global top 10, by Sky-Trax, LLA was also named the winner in the category of Best Customer Centric Culture at the UK Customer Experience Awards (UKCXA), having become the first airport in the world to earn the BSI Kitemark for Service Excellence.
LLA’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, coinciding with the opening of a new airside Assisted Travel Lounge.
Passenger choice expanded significantly in 2025 with the arrival of Jet2 in April. Initially launching with 17 new routes to sunshine destinations, the airline added a further five exciting new routes later in the year. Meanwhile Almeria and Funchal (easyJet), Wroclaw (Ryanair) and Rome, Milan, Venice (Wizz Air) were among the other additions to LLA's departure boards, bringing the total number of destinations served by the airport in 2025 to 136.
In the terminal, Sanfords, an American style diner spread across two floors, has become the largest airside restaurant at the UK. Last year also saw the arrival of The Fletton, a new landside bar and restaurant complete with outdoor terrace, along with high-street favourites Wasabi, Pandora and Victoria’s Secret.
Alberto Martin, Chief Executive Officer at London Luton Airport, said: “Twenty twenty-five 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.”
