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Luton Airport Passenger Reviews and Luton Airport Traveller Reports



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Luton Airport customer review :  13 June 2012 by C Collins    (UK)

Rating : 2/10

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Recommended

First time I have used Luton Airport and it will be the last! We arrived more than 2 hours before flight was due to depart only to find no staff on the floor, no clear signage and a queue a mile long for the one check- in. It was Saturday before half term and Jubilee and they only had 1 person manning check-in. This was bad enough and then we came across security. They decided to spot-check one of the ladies in our group but did not communicate with us and left the case to one side whilst she had a little chat with her colleague. I approached her to advise our flight was leaving in ten minutes but she didn't care, just looked blankly at me. The result of this shambles and lack of customer care was a missed flight!



Luton Airport customer review :  1 June 2012 by Zack Lewis-Godden    (UK)

Rating : 9/10

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Recommended

Having to travel from Acton in West London I was amazed how quick the journey took. I used the London over ground service to West Hampstead (18 minutes) and then took the train to Luton Airport which was approximately 22 minutes. In all, it took me 40 minutes to be at the airport station whereby I joined the bus link to the terminal building. The terminal was large and the shops plentiful. There was no adverse problems with security or check in formalities that I would not expect at any other airport. It is worth noting that I have flown from Heathrow, Gatwick, Stansted and London City also, but I think Luton came out top for speed of house to airport terminal.



Luton Airport customer review :  1 June 2012 by Russell Edwards    (UK)

Rating : 1/10

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Recommended

As a frequent flyer all I can say is how embarrassing this airport is as gateway to our country. When you do finally get there after queuing on the roads to get near the airport you then find everything is set up to fleece the traveller out of their hard earned cash right from the drop off area through to the boarding gate. Staff are aggressive and moody, gum chewing security personnel seem to be in abundance but its still painfully slow, also usually chaotic and overcrowded. Now the new overflow security channels are open which issue forth to the old terminal area - so if you want to use the facilities in the main terminal its a 10 minute walk and don't even think about buying the fast track ticket for security (which went up 25% from 3 to 4 last week) as you will be turned away if they are sending you to the overflow security channels. I honestly can't believe how badly managed this place is - if you don't have the facilities then why be greedy and schedule too many flights? Absolute shambles, avoid unless you have no options.



Luton Airport customer review :  21 May 2012 by Les Lawrence    (UK)

Rating : 1/10

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Recommended

First flew from Luton in the '60's when the terminal was like an over sized scout hut. It was better then. Used it several times since up until about 2002 and was generally happy enough with the experience. Flew out to Palma on Monday May 14 2012 and back on May 18. Flew with Monarch for the first time, they were great. The airport is very far removed from good let alone great. In fact, it has become the worst airport I, a frequent flyer, have ever had the misfortune to use, for all the reasons listed here by others - as in all of them. It is the Fawlty Towers of airports, a total embarrassment and, as others have said, I dread to think what impression of the UK it gives any first time visitors. Shame on management and staff - all of you. Take a trip to Stansted to see how budget air travel should be handled. Luton Airport? Never again.



Luton Airport customer review :  19 May 2012 by David Hunter    (UK)

Rating : 1/10

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Recommended

30 minute queues at security. Not all machines working. No sockets anywhere to charge mobile phone. Held in hot cattle pen to wait for flight. What more can I say?



Luton Airport customer review :  16 May 2012 by R Gill    (UK)

Rating : 3/10

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Recommended

I tried to take my liquids, toothpaste plus a deodorant, through security in a plastic bag 26x27cm which is a bit larger than the 20x20 in their regulations. After some protest, I was forced to buy 4 bags from them for 1. This is clearly a money making scam as I have never had a problem before. Getting a few extra quid from their customers is clearly more important than trying to be helpful. On return I had to queue for 20 minutes at UKBA. I have an electronic passport, but they were still using the old technology of photographic scanning. Luton Airport is a dump and the airlines that use it should put pressure on the operators to improve it immediately.



Luton Airport customer review :  15 May 2012 by Alasdair Brooks    (UK)

Rating : 3/10

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Recommended

The security staff are aggressively unpleasant. The facilities are poor. It's not so much an airport as a couple of sheds. There are plenty of airports that largely cater to budget airlines (Malaga immediately comes to mind) that demonstrate that budget travel doesn't have to be so unpleasant. Two quick positives: the shuttle bus from the train station runs efficiently, and the immigration queues on the way back were quick, even for non-EU citizens like my wife (presumably because almost all of the flights are from EU destinations).



Luton Airport customer review :  10 May 2012 by R Hopkins    (UK)

Rating : 9/10

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Recommended

Parking cheap (advance booking), short wait for transfer bus, fast baggage drop and quickly through security. I have regretted booking this airport after previous experiences. However, at a quiet time it worked, which is all the evidence needed that the airport has over-expanded and should not be allowed to expand further. Return was uneventful and the passport queue tolerable, other than the irritation to watch the non-EU visitors going through more quickly with 2 lanes open for a tiny number in the queue. The transfer bus was waiting and we were on our way home 40 mins after landing, which must be a record for any UK airport! OK, both flights were Saturday evenings, so perhaps it was good luck, but credit where due - on this occasion only, so no, I still wouldn't recommend it on the basis of more frequent bad experience!



Luton Airport customer review :  8 May 2012 by J Tydeman    (UK)

Rating : 4/10

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Recommended

Flew to and from Luton to Bratislava. The airport is undergoing quite a lot of work, especially to the car parks so it does have the look and feel of a building site. Inside, the range of eateries is not bad but shopping is not all that good. Food is expensive at the various eating places. On return, the immigration queues late in the evening were appalling and not befitting of one of London's airports. They desperately need to sort this out if they want to attract business from the more major hubs and from new airports such as Southend.



Luton Airport customer review :  24 April 2012 by A Cotter    (UK)

Rating : 4/10

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Recommended

Travelled by Whizz to Prague early morning. Redirected to Security Zone 2 outside the main airport. Travellers were treated to a herding effect controlled by staff who tended to shout requests to remove coats etc before arriving at screening. Baggage that had not cleared the scanners was lined up but only checked through with passengers in the exact order it came through scanner. This left people waiting for passengers who were slow at claiming their luggage. Through clearance we then had to walk back through to the main airport which took another 20 minutes. Airport usually fine but this aspect needs to be looked at.



Luton Airport customer review :  10 April 2012 by H Connelly    (UK)

Rating : 2/10

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Recommended

I am a frequent user of this airport and over the years all services that the flying public require have plummeted to a level now where official intervention is required. No customer service at security, staff bark and shout at you. Horrendous queues, often extending from the security hall, down the stairs and all the way along the ground floor corridor and almost back to the entrance! Security bullies stand on guard at the only 2 available lifts, no entry! Charges for plastic bags, dropping off, trolleys the list goes on. Someone has to intervene before overseas visitors arrive for the Olympics and leave with a hugely negative view of airport customer service in the UK.



Luton Airport customer review :  9 April 2012 by Hugh Good    (UK)

Rating : 2/10

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Recommended

Really bad, security was so slow that we missed our flights and had I rebook at a cost of 220. They have a fast track system, at 6 a person that we could have used if someone had pointed it out, but I think that it's a fairly basic expectation, that if you arrive at the airport on time, standard security should allow you to make it to your flight on time. Staff were friendly in the main, but unhelpful. I'd rather effective, if not that helpful any day. Our rebooked flight was from Stansted. Security was perfect. In and through in about 5 minutes. Never again Luton.



Luton Airport customer review :  3 April 2012 by Mark Jones    (UK)

Rating : 4/10

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Recommended

I use this airport twice a week, I have been doing this for the past 4 years and have seen a decline in services and an increase in costs. I use the train and then the Capital Connect bus to the airport, this used to be free, it now costs 1.50 each way. Security got better 18 months ago after they installed new scanners, but a week ago at 5.45am and without any warning, passengers were sent outside to Security Zone 2 (to relieve the pressure on the main security zone). Staff were abrupt, rude and one employee kept on shouting at staff. In 4 years I have only seen the new E-passport machines working on a few occasions. I have stood in the passport control queue for up to an hour with only 3 desks open and 500 passengers waiting to be served.



Luton Airport customer review :  29 March 2012 by N Parkinson    (UK)

Rating : 1/10

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Recommended

Charges to drop off, for trolleys and parking, incredibly slow queues and abysmal services. Its quite unbelievable that this airport can stay in business, EasyJet and other operators should take a serious look at whether its the best airport to operate out of. Pay a bit extra up front for your ticket and go from another airport.



Luton Airport customer review :  29 March 2012 by D Merton    (UK)

Rating : 2/10

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Recommended

Have used the airport twice recently and found it barely acceptable. There have been some improvements to the quality of the air side departure lounge but elsewhere it is a shambles. Security scanning is slow and an unpleasant process that seems to outdo any other airport for curt officialdom. The way the airport management squeeze money out of their 'customers' by charging for drop off and fast track security screening is shameful. The airport seems not to have been planned but just thrown together. As a whole it reflects very badly on the UK and reveals a lack of any direction for real improvement.



Luton Airport customer review :  27 March 2012 by J Richards    (UK)

Rating : 5/10

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Recommended

I rarely visit Luton airport, but dropped off my wife at 5am in the dark and dense fog this morning. The unexpected 1 drop-off fee prompted me to write this objection. It's now 6.30am and she's just informed me that check-in and security processes were a shambles. The huge number of negative reviews I now note on this website should be a serious concern.



Luton Airport customer review :  27 March 2012 by Geoff Yu    (UK)

Rating : 6/10

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Recommended

Very anxious about the journey to and from Luton and ultimately the experience was mixed. Had an 8.30 flight on Wizz but was warned to arrive 3hrs in advance. Paid for priority - it got me in to a lane light on people, but note this lane merges with one of the regular lanes, and they didn't have enough full body sweepers and we had to wait a long time before the metal detectors to be allowed past, while security personnel were standing around chatting. I paid 18.50 quid to sit in the lounge for 2 hours - worth it. Boarding was alright, though the wait in the stairwell was a bit uncomfortable, especially on a hot day. On the return immigration was empty - E-gates were shut and only half the desks were manned.



Luton Airport customer review :  19 March 2012 by Joe Pellegreini    (UK)

Rating : 1/10

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Recommended

I recently dropped off family only to discover there was a 1 drop off fee. It took no more than 10 seconds to drop them off. At 1 per 10 seconds, that works out to 360 per hour. Unfortunately, I have to pick my family up again on their return, otherwise I would not go anywhere near that dreadful place. The public must vote with their feet and shun Luton Airport.



Luton Airport customer review :  13 March 2012 by Johnny Robinson    (UK)

Rating : 1/10

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Recommended

Had to use Luton last week. No change in customer care whatsoever. The place can only be described as an utter shambles from start to finish. What will it be like when the Olympics start? I'd hate to be a visitor to this country using Luton airport then.



Luton Airport customer review :  12 March 2012 by Andrew Morton    (UK)

Rating : 1/10

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Recommended

It used to be a pleasure to use, not any more. It is now possibly the worst airport in the world. Having read several comments it seems this is not an isolated or exaggerated view. Arrived from Madrid at 10.20. It was well after midnight I managed to get home. The queue for passport control took 90 minutes to shuffle through. My taxi was an extra 20. I would urge air travellers to use another airport and think about the overall costs when travelling with a so called budget airline. The pity is that Easyjet left on time and arrived on time.



Luton Airport customer review :  7 March 2012 by M Blyth    (UK)

Rating : 6/10

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Recommended

Passed through the airport four times in the last six days. Compared to last time, there were no traffic hold- ups and security was a breeze. A little slower on the returns, but nothing to worry about. A reasonably pleasant experience overall.



Luton Airport customer review :  5 March 2012 by John Drummond    (UK)

Rating : 1/10

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Recommended

Arrived by car (no public transport to get there reasonably on time) to find you had to pay to drop off - I didn't have money, it was below zero and I was dropping off my wife and 5 and 7 year old - because of the queues we didn't have time to go back to some earlier free drop off. That's a 40 pound fine. Security was a hassle and the girls and my wife go out to the Ryanair flight. They are made to wait outside on the apron for over 20 minutes. Pay a premium up front to take another airline and use another airport. In my case it would have been substantially cheaper.



Luton Airport customer review :  27 February 2012 by R Carvell    (UK)

Rating : 2/10

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Recommended

Blighted by the most surly and aggressive security staff this overgrown, over-capacity collection of tin sheds is bereft of any concept of customer service. Security and immigration queues are frequently horrendous and premium charges apply at every turn: including getting anywhere near the terminal or through security in a reasonable time. Don't be fooled by the "London" prefix either: it's miles away. I go out of my way to avoid this awful airport.



Luton Airport customer review :  17 February 2012 by B Lerman    (UK)

Rating : 1/10

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Recommended

Total chaos in passport control on arrival. Plane landed on time, did the usual lugging of cases to find only 2 desks open and a queue into the far distance doubling back on itself. There was not a single official around to speak with. It was at least 45 mins before the queue began to inch forward when it appeared several more border control people came back to work and a couple of officials started waving their arms around as if they had only just woken up to the chaos. We finally got through after about an hour. Why were millions spent on the epassport system gates and they are not used to speed things up? Why is there not a separate lane just for UK citizens? I will do everything possible to avoid Luton airport in future.



Luton Airport customer review :  13 February 2012 by C Lambert    (UK)

Rating : 1/10

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Recommended

If you are travelling on an early flight from Luton Airport on a Saturday morning allow at east 3hrs to check in and get through security. If you want to relax in the departure lounge and not have to run to gate allow even more time. Even better - use another Airport!




 


 


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