Luton in ACI customer service first

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London Luton Airport has become the first and only UK airport to achieve the prestigious Airports Council International (ACI) Customer Experience (CX) Level One accreditation.

The achievement sees Luton join eight European airports and 35 global airports that have attained ACI CX accreditation.

The ACI CX accreditation has been designed to recognize airports around the world that are committed to providing great customer service to passengers. The accreditation spans five levels, with each level structured around areas of management practices and builds on the level before it. At Level One, accreditation entails communicating externally and internally that customer experience is a priority.

Luton has demonstrated this by creating a Customer Feedback Board to provide governance and direction in delivering customer experience projects. The airport has also committed to implementing a series of measures to improve the customer service experience, including installing new customer service desks throughout the airport, and introducing a mystery shopper program. The accreditation also comes six months after the airport announced that it had appointed CX specialists Ethos Farm and Systra Aviation to support the implementation and design of a customer experience strategy.

Clare Armstrong, head of customer experience at Luton Airport, said, “We are absolutely thrilled to have been recognized and accredited by the ACI for the work that we are doing to transform the experience at the airport. We know that this is only the beginning of an exciting journey and achieving Level One is an important first step for us.”

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Tara has worked for UKi Media & Events since 2013, initially as a freelancer. She has been a journalist for over a decade and has worked for a range of publications, including Personnel Today, Management Today and The Grocer.

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