Luton Airport

Customer Reviews

No Skytrax Rating
Terminal Seating 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Queuing Times 12345
Food Beverages 12345
Airport Staff 12345
Customer rating from 797 reviews
2/10
No Skytrax Rating
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1/10

"clearly expanded too rapidly"

(United Kingdom)

Luton Airport has clearly expanded too rapidly and is operating beyond the current infrastructure capability. 6 feeder roads filtering into one with totally inadequate drop off facilities for which we are now being stung £3.00 min. I defy anyone to drop and go in 10mins - the queues to exit prevent this. I personally will be using the other London Airports just to avoid the misery. These proposed improvements better be good, otherwise many passengers will vote with their feet and move elsewhere.
Experience At AirportDeparture Only
Date VisitJune 2016
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Staff 12345
no
1/10

"unprepared for the mess we found"

(United Kingdom)

The worst start to a family holiday. I have never seen such chaos as our arrival at the airport on Thursday. Recommend you avoid Luton, here's why: Given our 08.50 Thompson departure time we decided to come up the night before and stay with our three children at a local airport hotel (rather than risking M25 / M1 traffic jams). Being completely risk-averse, we left the Ibis hotel at 06.15, the plan being to ensure that we would be in the long term car park within 10 minutes, and at the terminal at least 2 hours before departure. I fly very regularly, but on business, and the planning for this trip took account of the fact that this is more of a tourist airport, so likely to be less streamlined. But we were totally unprepared for the mess we found. We eventually made it on to the flight by the skin of our teeth. The area was complete bedlam - construction works, huge traffic jams, zero signage to the long term car park (not helped by the pre-booked long term car park info being misleading / wrong). Sat nav was no use at all - sent you into the airport itself, no signage, no people around to help or direct, construction vehicles blocking roads, forced into pickup area by 'road system' (joke) - to pay additional fee. It took us 1.5 hours (of queuing, being sent back to motorway junction, then queuing misdirected queuing again) from the perimeter hotel to eventually find and get into the long term car park. Less than a mile from the hotels as it turned out. The long term car park approach (hidden) even had a sign on the approach specifically saying that it was not the same car park that we booked in advance - but at that stage we were so desperate to dump the car and get to our flight, that we would have paid again. Fortunately the entry gate actually recognised our number-plate / booking and opened for us. Once in there, there was no sign of any buses (they had also all been caught in the chaos of the airport traffic jams). There were a lot of tense and angry people waiting - it took about 40 minutes to make it to the terminal. We then had to run all the way to the gate to get to the plane on time. The check in counter person had said that many people had had the same experience. Severely stressful, dreadful experience. The airport authority, along with the construction project manager, is mostly to blame for the total chaos and mismanagement of the access into this place. The airlines, car parking operators, and travel companies are equally to blame for providing zero or wrong information. We will never use Luton airport again.
Experience At AirportDeparture Only
Date VisitJuly 2016
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Food Beverages 12345
no
1/10

"it is a disgrace"

(United Kingdom)

Luton airport is a disgrace, I would recommend using any other airports. The drop-off and pick-up is terrible and they charge £3 for a 10 minutes stay and a pound minute afterwards after already delaying flights. They then make you travel down a tiny little road, sitting in a traffic jam bumper to bumper - it is a disgrace.
Experience At AirportArrival Only
Date VisitJuly 2016
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Food Beverages N/A
no
1/10

"chaos at every stage"

(United Kingdom)

Total disregard for human dignity and respect. Why plan this renovation during peak holiday season? Chaos at every stage of processing? I have never seen such chaos approaching the airport and then having to pay to drop off passenger? I saw young children walking for miles to get there on time. Chaos continues inside no where to sit because selling space prevails and more construction? I will avoid Luton in future.
Experience At AirportDeparture Only
Date VisitJuly 2016
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Airport Staff 12345
no
1/10

"poor management"

(Poland)

The airport itself is not worth calling it an airport. The building is old, and you have to walk miles in narrow and cold corridors. Luckily I did not have luggage. The arrival hall reminds of a bus terminal, and is so crowded that you can never find anyone who is about to pick you. There are cash machines, but in this crowd I did not dare to use them. When departing again, the queue was extremely long, and only one of the four lines was open. Poor management. One remark should be made about safety. When leaving the aircraft, I had to walk to the terminal entrance through the rain, crossing the populated roads for ground cars and other motorized handling equipment. This was dangerous, as they did not stop, but the passengers had to be cautious for themselfs. In terms of safety, I would give negative score, if that were possible.
Experience At AirportArrival and Departure
Date VisitJuly 2016
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Staff 12345
no
2/10

"horrendous delays"

(United Kingdom)

Verified Review | The management at the airport need to be replaced. They are show no regards for the well being of travellers trying to get to the airport or those arriving. All road traffic is funnelled through a tiny roundabout causing horrendous delays. Surely they could arrange for some staff to help direct traffic past this roundabout? The situation is made worse by airport parking busses full of frustrated passengers trying to get through the same roundabout. Have the management there ever received customer care training. One of the worlds worst run airports.
Experience At AirportArrival Only
Date VisitJuly 2016
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no
2/10

"misleading and confusing"

(United Kingdom)

Verified Review | If you are thinking of using this airport, then my simple advice is don't. I had given myself plenty of time but even at 5.30 am, the traffic jam at a small roundabout leading to the terminals and car park was dreadful. The sign for the long term car park was misleading and confusing. The barrier did not work, the second one let me through but it did not print my car number plate on the ticket. The bus to the departure gate was ok, but it also got stuck in the the traffic jam. There is no bus lane. I subsequently missed my flight to Sorrento. I will not bore you with what happened next. A quick look at the Internet, tells me that this is not a new problem but an ongoing one for years. I will never again use this airport. Passengers beware.
Experience At AirportDeparture Only
Date VisitJuly 2016
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no
1/10

"traffic management is a shambles"

(Poland)

The traffic management is a shambles with access from all routes to the airport funnelled into a tiny roundabout that is congested at all times. This not only affects those travelling to drop off or pick up, but also the busses to and from the car rental site. Many of the departure gates have no seating, none have air conditioning, and all still feature "lino" flooring that hasn't been changed since the 1960's. Shop prices are outrageous because of the high rents that the airport charges, and this is symbolised by the cost of a Burger King "whopper" which is priced at four times the UK average. At security you will be charged for a plastic bag if you need one, to then be herded to wait in line, unless of course you can afford to pay extra to join the "fast lane" which is always empty. The latest wheeze is sure to be paying to wait in an undercover area (protected from the elements) for your car park/car hire bus. They built the new bus station without even thinking of the winter that is fast approaching, or perhaps this was the plan all along, pay to get cover from the rain and snow.
Experience At AirportArrival and Departure
Date VisitJuly 2016
Type Of TravellerBusiness
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no
1/10

"horrible experience in every possible way"

(United Kingdom)

Horrible experience in every possible way at Luton Airport. Arrival to the airport is madness - 8 lanes merge on a small roundabout into 1 lane road to the parking. Huge traffic (plan additional 30-40 min travel time for last mile before the airport alone). Dirty. Rude staff. Under staffed on parking, gates, security, etc. Horrible waiting times to check in and twice as bad on arrival (3 hours wait to get the bags). When you get outside you'll be hit with a cloud of tobacco smoke and cigarette buds. This is the worst airport I've experienced in my life.
Experience At AirportArrival and Departure
Date VisitJuly 2016
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Airport Staff 12345
no
1/10

"planning and management is beyond a farce"

(United Kingdom)

Luton airport planning and management is beyond a farce. It has been on and off terrible for many years but this year it has moved to a level of incompetence that is beyond words. We are ashamed to have to inflict this fiasco on friends arriving from abroad. As regular users including each of the last 5 weeks the use of mere words is barely adequate to describe the failure to deliver any remotely reasonable level of customer experience in any part of the airport. The drop off and pick up area should be better designed and the resulting chaos on the approach roads is dealt with by pathetic emails from the airlines rather than the airport solving the actual problem. A couple of people with a few helpers could probably rearrange the mess to being vastly better within one day at most. This charade of an airport is a national disgrace and would be better if it was closed down until it can offer a standard of service that is close to acceptable to the clients it is rumoured to be providing a service to.
Experience At AirportArrival and Departure
Date VisitJuly 2016
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no