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Luton Airport customer review :  5 November 2012 by A Shepherd    (UK)

Rating : 1/10

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Recommended

Luton Airport is a nightmare to get to off the A1. Then you get to the Airport, we went to the short stay parking today, which is badly lit, poorly surfaced and the signs are awful. Lots of exit signs so you drive towards one to realise there is no exit. The signs should have arrows on to direct you, which are missing. This car park has been in this state for what seems like years. Please get it sorted or reduce the parking charges to reflect the state of it.



Luton Airport customer review :  1 November 2012 by C Thum    (UK)

Rating : 0/10

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Recommended

I was booked on Easyjet flight at 12.00, Mon 29th Oct 2012 to Madrid. On the screens outside the security area at 11.20 there was no sign of a gate or wait in the lounge or go to gate etc. The screens just said check-in counter 48, like it had been the whole time, other later flights were already showing the gate number. I went to security: Only 3 lanes out of 12 were open, a long line of people waiting and it went very slow, took 39 minutes to go through security. Once through security I went to the screens saying: Gate closed (11:50). I missed my flight due to the lack of organization at Luton. Why is it not possible to assign proper gate on the screens in due time, at other airports at least it says gate information at xx hours, so one knows when to look. Luton is not big, this information must be available more than 40 minutes before the flight is closing. Why are only 3 lanes open when the airport knows how many passengers are travelling, resulting in unacceptable waiting times? Why are no screens in the security area to one can see when a flight is boarding or closing soon? These things are not rocket science. It results in passengers like me missing their flight, it is an example of poor organization and complete neglect for the customer, despite paying high airport fees. It gives Luton a deservedly bad name.



Luton Airport customer review :  28 October 2012 by D Mac    (Scotland)

Rating : 8/10

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Recommended

As a recent user of Luton airport, and after seeing the battering reviewers have given it on here, I felt the need to write a somewhat balanced review. I chose to fly from Luton despite living some 556 miles away in Inverness, Scotland: the reason, I could fly to Cyprus on the same day and save £660! On arrival, we used the long term car park, and was on a bus to the terminal within 10 mins, so no problems. Check in desks with Easyjet were busy, but took no longer than 15 minutes to get through. Security queues not long at all, and all through easily and pleasantly? No problems at all so far (at it was 10am on a busy Sat morning). Had a pleasant enough breakfast in the cafe before leaving, flight on time etc. Only issue I had was after being called to the gate, Easyjet decided to allow folks who wanted to put their hand luggage in the hold do so at the gate free of charge, and as a thank you allow them on as speedy boarders? Stood in a stairwell for around 10 mins after getting our tickets checked? So all in all it was not bad. Return journey as well was fine, slight delay in getting through security, but 4 planes seemed to have landed at once causing larger queues, but this was only about 10 mins hold up. Bus to the car park arrived promptly as well.



Luton Airport customer review :  11 October 2012 by P Talbot    (UK)

Rating : 2/10

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Recommended

I recently had the misfortune to fly from Luton twice recently. The security area is a disgrace, one feels like cattle in a barn, the procedure is unpleasant. The departure lounge whilst modern needs to be 10 times bigger. The access walk to the planes is far too long, fortunately I am fit but for older people it must be awful, then you have to stand for up to half an hour in an unpleasant area waiting to walk to the planes in any weather. When I pre book at the mid stay or long stay I am unable to get out with the ticket given at the machine issued on entry, about 20 cars behind me the last time everyone was getting frustrated and annoyed, it took a long time to get the barrier lifted. The Airport like it was 10 years ago was far better.



Luton Airport customer review :  4 October 2012 by David Radford    (UK)

Rating : 3/10

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Recommended

My recent experience of Luton airport operations last week means I intend to use Stansted instead. The luggage reclaim on my homeward journey took 1 hour 10 min for any bags to appear on the belt. This is not an isolated case, its a common occurrence. Why was there no announcement of any delay, you get a railway announcement if a train is 5 min late - it's called customer service and I believe this is especially a problem on Sunday nights.I had a fantastic holiday but the last hour left a sour taste in my mouth. The crass lack of management response to the mounting issues and complaints indicates the attitude to the public and services they are responsible for. We the public pay for a service that they are supposed to provide - they fall a long way short of expectation.



Luton Airport customer review :  13 September 2012 by C Clark    (UK)

Rating : 1/10

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Recommended

I have to travel through Luton airport twice a week and have done for 8 years. There is never seating room in the check in area. There is a rip-off fee for 'Priority' security, a distance of some 10 metres and a possible time saving of 15 minutes, another rip-off scam based on the exact size and the type of fastening of clear plastic bags required for liquids. In the past year there has been a distinct improvement in the politeness and care of the security search staff, but you can still be bawled at or humiliated in front of other passengers. The amount of seating in the airport 'lounge' has been reduced (area taken over by Pret a Manger and other cafés). After boarding clearance has begun, the holding areas are cramped and are often simply stark staircases. On return I have found the automatic passport gates (installed at enormous cost to the tax-payer) open just 7 times out of the hundreds (see above) of times I have travelled, whilst staff actually manually checking passports are always too few while colleagues stand idly by. Final insult is added to injury by the group of further border control staff, clip-boards in hand, waiting to pounce on travellers who have just cleared immigration.



Luton Airport customer review :  11 September 2012 by D Leston    (UK)

Rating : 2/10

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Recommended

This is a pretty disgraceful excuse for an airport, poor facilities, disinterested staff, overcrowding and embarrassingly poor infrastructure. There are plenty of better, more accessible airports in the South East, I have no idea why Luton seems intent on alienating it's customers with such a poor airport experience.



Luton Airport customer review :  7 September 2012 by David Bell    (UK)

Rating : 1/10

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Recommended

For at least 2 years this airport has been a disgrace to the UK. I would now much rather travel from my home in Milton Keynes to either Stansted, Heathrow, or a Midlands airport than put up with what passes for service at Luton. As everyone knows, gaining entry to the airport itself is a nightmare. For how long are we going to have to add on an hour sitting in stationary traffic for the last mile before gaining entry to a car park? It's been at least 18 months now and no improvement. No-one cares! When you get there, unlike other airports every single thing you take for granted at other airports carries a charge at Luton. And finally on my last two trips you get the security supervisor from hell. No arguments with staff generally, but this particular gentleman takes delight in demeaning and insulting customers (not myself I hasten to add). Luton is beyond a joke.



Luton Airport customer review :  29 August 2012 by B Row    (UK)

Rating : 3/10

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Recommended

As soon as you arrive at Luton airport and see that it looks like a glorified sports centre next to a parking lot you start to expect the worse. I tried to be optimistic but it wasn't easy. In fact I'd say it's hard to imagine how spending a night in an airport could be any worse: the main issue being the music that they insist on playing throughout the terminal the entire night. They don't seem to have grasped, or simply don't care, that not a single customer wanted the music on because we were all trying to sleep. Now, to be fair, I didn't experience any queues, but I do somewhat feel that might be because my flight was at 6.30am. The staff fall into two categories, which I think explains the differences between some of these reviews; some are quite friendly and do their best to help, whilst others do honestly look like they are suffering. One thing that surprised me was that there is no information desk, literally no qualified staff, beyond the departures control - only shop staff. So if you have any questions - tough, there's nobody to ask. I am not mistaken here, there really is no non-retail staff around the departures lounge. Lack of seating. Club music throughout the night. Forced to pay £1 for two resealable bags.



Luton Airport customer review :  22 August 2012 by A Veysey    (UK)

Rating : 9/10

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Recommended

We decided to go to Corfu via Luton as opposed to Gatwick as the EasyJet flight was several hundred pounds cheaper for the 5 of us. We found it to be excellent; because it is so compact it was so easy to get to our gate. There were relatively short queues to check in - 10 mins max, passport and security as we had bought 'fast passes' had no queues at all. It was busy in the departure lounge but as it was a Saturday morning this wasn't surprising but we found seats and in the shops the queues moved very quickly. On our return it was again refreshing to not have to walk miles, our bags were returned really quickly and the transfer to the mid term car park was prompt. Overall a very positive experience.



Luton Airport customer review :  20 August 2012 by C Walker    (UK)

Rating : 0/10

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Recommended

Arrived to pick up daughter - 1/2 hour early as no delays - find out (Internet on phone) flight is delayed - head off to park up - Where? There is no facility for people in my position at all! Obvious 'mid term' car park no use - 1/2 hour free - £4.80 for 1 hour so head off to find another - there isn't one for this situation! End up parking on double yellow lines, with 7 other cars - when I stopped to ask an airport official all I got was a monotonous repeated "you can't park here" - he simply would not answer my question as to where I could park in my situation. Not a good experience at all - and I hadn't even got into the terminal!



Luton Airport customer review :  1 August 2012 by A Hunt    (UK)

Rating : 10/10

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Recommended

We have just returned from our holiday and used Luton. We are a family of 2 adults and 3 children, and having used many UK airports including Heathrow and Gatwick and can honestly say that this is by far my favourite. On both departure and arrival we could not have encountered a more friendly bunch of staff. The Security staff were charming with the children. The check in process was quick (EasyJet), and security checks were completed efficiently and smoothly. Airside I would like a few more shops and restaurants, but what was there was good enough for a small airport. On arrival home (11.10pm) again we exited from the aircraft smoothly and bussed to the terminal, which was clearly signed. Luggage took a while. Passport Control - the rather stern looking Officer, was a delight, even asking to see my daughters teddy's passport and then stamping it, it made her day after a long journey.



Luton Airport customer review :  26 July 2012 by B Smith    (Germany)

Rating : 1/10

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Recommended

London Luton airport must be one of the very worst in the UK. The disdain and contempt of some of the Border people is amazing. And the notices don't say 'Please', as they do at Heathrow: just do this and don't do that. In case you arrive at passport control, on returning, when there are not long queues, a person is employed solely to yell "do not duck under the ropes" as if many foreign visitors are going to understand 'ropes' and 'duck'.



Luton Airport customer review :  14 July 2012 by Frances Barker    (UK)

Rating : 6/10

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Recommended

We flew out of Luton on June 28th at 6am and was worried after reading others reviews but experienced no problems. We used the long stay car park which takes a bit of a drive to get to but is easy to find, wait for a bus to take us to terminal but that was expected. Check in and security were done in 20 mins. Staff at security were working their socks off to get everyone through quickly. Return involved a queue for immigration but staff were again trying to move it through and all the desks were manned. Electronic passports could go through straight away. Didn't really matter as luggage took a while to get through. From landing to arrival hall was 1 hour 10 min but that was what we used to expect at Heathrow 20 years ago, have just got used to quicker times. Another wait for a bus back to the long stay car park but that was expected and not really a problem.



Luton Airport customer review :  2 July 2012 by Peter Valentine    (UK)

Rating : 1/10

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Recommended

Have used Luton many, many times since 1960, but the latest experience means I'll never fly from there again. First of all there was the apparently permanent difficulty of reaching the airport due to the ludicrous layout of the approach roads and the appalling drop-off facility, for which a charge is now made. After clearing check-in with Easy-Jet passing through security was a complete nightmare. The queue was down the non-working escalators and into the main concourse. Of course, in the interests of profiteering it was possible to buy a 'fast-track' through security for an unacceptable price. The Departure Lounge had a lack of seats which meant standing around until the departure gate was announced after which a 10 to 15 minute walk was necessary with no moving walkways to assist the elderly or those with young children. At the departure gate no seating was available at all. On returning 4 days later arrival at 22.10 hours, the wait at Immigration/Passport Control was in excess of 15 minutes. Pick-up was again chaotic and had to be paid for. So, now Luton Airport want to increase from 10m passengers per annum to over 18m. Well, with the currently unacceptable standards they will be lucky if their passenger totals don't drop right back. Without exception it can be said that Luton is the worst airport purporting to be of 'International' standard I have ever encountered.



Luton Airport customer review :  29 June 2012 by F Apicella    (UK)

Rating : 1/10

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Recommended

Shocking experience at Luton 22nd June. Ryanair - no drop bag facility, just 1 big long queue for everyone. 1 Check in assistant. Nearby Ryanair check-ins for Malta etc had more than 1 check-in assistant and no queue! How can that be right? Took more than 30 minutes to clear drop bag, then proceeded through departures. Oh no, you cannot go through Departures, you must exit the terminal building and pass into another airport hanger, a long line of passengers for security, painfully slow, grossly inefficient - result 45 minutes to clear security. Just got to gate in time - then waited 20 minutes on tarmac, being penned whilst waiting in wind and rain for plane to be cleaned and cleared of passengers. Whilst waiting observed many passengers late at gate, missing flight due to severe delays at check-in - never again - Luton is the pits. On return flight, again penned in on tarmac, to allow other flight arrivals to go ahead, again 45 minutes to clear passport control - again a shambles - totally negates any price reduction. Clearly this airport cannot cope with the capacity. A very unpleasant experience - never again.



Luton Airport customer review :  27 June 2012 by J Randall    (UK)

Rating : 1/10

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Recommended

Arrived back from Kiev with Wizzair just before midnight on 25 June, with other dejected England fans. We were far more dejected after our experience at the hands of Luton Airport! It took around 15 minutes for them to put the stairs in place for us to leave the aircraft and we then had to queue for at least 45 minutes at immigration, in a line that reminded me of zombies in a horror film, slowly trudging and being shouted at by incomprehensible staff. Oh well, we thought - at least we our bags will already be there. Not a bit of it! Luton's Piece de Resistance was to keep us waiting for around two hours for our bags, along with passengers from at least four other flights. There was no explanation and only two announcements (thanks for your patience) in that time. I frequently travel worldwide and I state with confidence that Luton is an awful, national embarrassment of an airport. We flew out with BA from LHR T5, so didn't get the full benefit of Luton's apparent traffic queues, but the road system is non-sensical to say the least. Avoid - maybe the management will get the message - they should be ashamed of themselves.




 


 


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