575,000 passengers travelled through London Luton Airport (LLA) in September this year, a decrease of 66 per cent compared with the same period last year.
LLA has taken steps to ensure that the airport remains a safe and secure environment for both staff and passengers. This includes the introduction of new measures in the terminal, from enhanced cleaning and the installation of protective screens, to hand sanitiser stations and the requirement to wear face coverings. The measures were certified as part of the Airports Council International (ACI) Airport Health Accreditation programme – a UK first.
The airport is also maintaining a focus on customer service throughout this challenging period. Earlier this year it became the first and only airport in the UK to be awarded with ACI’s Customer Experience Level 1 accreditation, and new CAA data has shown that 89 per cent of passengers rated their experience as ‘excellent’ or ‘good’ in 2019, compared with 82 per cent in 2018.
Alberto Martin, CEO of LLA, said: “I am immensely proud of all the staff at LLA for continuing to deliver a high level of customer care and service, even during these challenging times. However, although we saw some recovery in passenger numbers during the summer months it has been short-lived, with numbers beginning to tumble once again. I welcome the formation of the Government’s new travel taskforce, but urge them to work closely with industry to quickly and safely remove the need for self-isolation with testing.”
