Luton Airport

Flying in from Faro with a flight that was already delayed by an hour which granted isn't Luton airports fault. Arrive to extremely busy passport control at 12.30 in the evening but by far the worst experience is the baggage claim. We've now been waiting an hour and thirty minutes for our luggage which is utterly unacceptable. Apparently a member of staff said the real reason is that they're short staffed? Not good enough, they need to prepare for this number of flights this late in the evening.

Both at departure and arrival we had to queue over 60 min to pass security and passport control. Very hot in the building. Only 4 out of 11 passport control desks were open at the UK border. A nightmare after a long flight. The most frustrating was to see little kids crying all the time, but no desk was allocated for them to pass through the passport control first.

First and last time to use Luton airport, it was an awful experience, unorganized and chaotic. To add insult to injury they charge you £1 for a plastic bag at security. Got the bus to the railway station - a single decker arrived and everyone trying to squeeze on with cases was a shambles. I will pay extra to fly from any other airport rather than go through this again.

We arrived at Luton Airport on an easyJet flight from Malaga. We landed at 13:15 and there was no staff to help park the plane - 10 minutes waiting. No rear steps for passengers to get off the plane, they arrived as just about everyone had got off the flight at the front. 45 minutes queuing at passport control - only 3 staff working. A further 1 hour wait for baggage to come through, 3 flights on one baggage belt? You walk out of the building into a wave of smoke from smokers - they have all the smoking stations around the exits where people have to walk to get food, buses or taxis with a filthy smell and pavement. Car and taxi pick-up is complete chaos - it is not numbered so cars or taxis cannot tell you where they are standing to collect you. This added another 25 minutes to the time to get through. I would avoid Luton - it is poorly organised, has no care for its customers and the staff have never heard of customer care. 2 hours 25 minutes to fly from Malaga and 2 hours 20 minutes to get through arrivals - terrible experience

Luton Airport is overcrowded and disorganised, dirty and understaffed. The staff need customer service training as politeness was definitely not in evidence. They have an unpleasant working environment and too many people to deal with - so maybe that was a contributory factor. The inadequate toilets were filthy and the bins overflowing. The queue to get into the passport control hall reached a long way back down into a corridor and there were too many people trying to get in - finding the right place to queue once inside was difficult. No staff in sight except 4 uniformed people sitting waiting for wheelchair users to assist. It was worse than some of the airports I have passed through in developing countries.

Luton airport has a lot of building work going on including roadworks, so allow plenty of time. I use Luton weekly and it's a risk now to cut things too fine. The parts of the terminal which have been refurbished (the duty free shop first, now there's a surprise) look good, the security area is a bit of a hole. They need to handle problems better, eg if security is short staffed make sure there are people on hand to let those close to the flight deadline get through rather than leave it a free for all. The pick up and drop off areas are chaotic and not free (milk the punters). That said overall, when things work it's not a bad airport, quick taxi to/from the runway and you don't have to walk miles. In my experience there are less flight delays than at Heathrow / Gatwick

What an embarrassment Luton airport is, inadequate in every way. I'd now rather pay more money and choose a different airport. Queues at security were terrible, the staff did not know what they were doing. I'm sure the onlooking managers were more concerned about trying out new equipment than the ever increasing queues and frustrated customers. So many people having to sit on the floor. Just a horrendous experience.

Arriving at this airport the passport control queues are a joke. Travelling with a 15 month old baby we couldn't go through e passport because she is under 12. So queued for an hour with a tired and confused baby. Should there not be a priority for under 2's? Other airports have this facility. Absolute carnage. Very unimpressed and will not use Luton again.

Chaotic, disorganized, dirty, filthy airport. Horrendous queues to restaurants and shops, no chance to eat anything before your departure, even when you are 2 hours early for your flight. No free WIFI. Low cost airport does not mean low customer service. It was my worst experience and I would try my best to avoid this airport, it will be my last choice, never again.

It is rare nowadays to find an airport like Luton where the concept of customer service is so low. Passengers are seen as cows to milk that need to pay £2.50 for a drop off, £1 for a simple plastic bag to put your liquids in at security or eventually purchase their priority lane expensive ticket. In terms of security checks 20 minutes to go through them will exhaust the patience of whichever passenger you are - solo, business or families, good luck for your little one on that. As for the shoppings and restaurants don't count on visiting them - unless you arrive 2 hours ahead, you'll have to rush to the gate after security. Full huse for this airport that is proud in having dissatisfied customers and businesses which are not exploiting fully their potential. Low cost airlines shouldn't mean low customer service!