Response to Which? airports survey

Nick Barton, CEO of London Luton Airport, said: “Which? polled 521 of its subscribers who had travelled through the airport between May 2017 and May 2018, 0.003% of all passengers in that period. During this time we’ve undergone a period of significant change, investing £160 million redeveloping the airport to increase capacity and transform the passenger experience.

“In the first six months of 2018 alone, 1.2 million passengers responded to our customer service tracking, 70 per cent of whom told us they were happy with their experience.

“As we near the end of our the biggest transformation we’re proud to have recently opened 30 new shops, restaurants and toilet facilities. We’ve added close to a thousand new seats throughout the terminal and doubled the size of our security search area.

“Evidence of our focus on improving the passenger experience is paying off, last week we were voted the best airport in London and objective data from the Civil Aviation Authority shows LLA has a perceived security wait time of just over five minutes with 82% of passengers stating their satisfaction with security. Our advice is people should come and experience LLA for themselves.”