Luton Airport

Customer Reviews

No Skytrax Rating
Terminal Seating 12345
Terminal Cleanliness 12345
Queuing Times 12345
Customer rating from 783 reviews
2/10
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1/10

"security staff were very rude"

(Malta)

Trip Verified | Disaster airport. We had to check in from desk 1-10 there was a sign showing Ryanair bag drop where we queued and a lot of persons were queuing there for nothing as the check in was done in a desk, where there was a sign that it was closed. The security staff were very rude. Than they announced that the gate for Malta would be gate no 14 we approached the are but we had to stay another 30 minutes there waiting in a sauna. Disgrace. Airport of a third world country. No AC nothing just small fans.
Experience At AirportDeparture Only
Date VisitJuly 2022
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
5/10

"Security was really fast"

(United Kingdom)

Not Verified | Security was really fast. The selection of shops is mediocre and it would be much better if they werent expensive and if it had a fast food joint past security. There's a bk/mcd before security which I think is a bit silly. Theres a WHSmith which has reasonable prices. The seats were comfortable although the cleanliness of the floor in the seating area would have to be improved. Moving through the airport was comfortable and fast. The toilets before security in the check in area were clean.
Experience At AirportDeparture Only
Date VisitJuly 2022
Type Of TravellerSolo 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
yes
9/10

"the staff were efficient and polite"

(United Kingdom)

Not Verified | I have to give credit where it is due, and my experience departing from and arriving at Luton on 7 July was good. I got to the airport shortly before 06.00 and the security hall was heaving - full pretty much back to its entrance -- but it was very well managed and kept moving at a good speed. So far as I could tell, all scanners were in use, and the staff were efficient and polite. It took only 25 minutes to get through, so 50 minutes from leaving my car off-site to reaching the departure lounge, in the circumstances, that's very good. The lounge was busy, of course, but there were plenty of seats to be had if one left the main area and went towards the gates. (I recommend Garofalo for a decent coffee and very good croissants, etc.!) Returning in the evening was fine as well, I've only knocked the rating down by one because it took 15 minutes to get steps to our (delayed) aircraft.
Experience At AirportArrival and Departure
Date VisitJuly 2022
Type Of TravellerBusiness
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Staff 12345
yes
1/10

"never experienced such appalling service"

(United Kingdom)

Trip Verified | We flew in just after midnight last night. The queue to go through passport control was miles long. Took 3 hours to move from plane to front of passport control. Utterly disgusting service to people who pay for travel 3 hours standing in a que just to have passport looked at. Kids were screaming. Everyone was tired. Never will I use this airport for arrivals again. I have never experienced such appalling service
Experience At AirportDeparture Only
Date VisitJune 2022
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Wifi Connectivity 12345
Airport Staff 12345
no
1/10

"It was a terrible experience"

(United Kingdom)

Trip Verified | What a disgusting experience we had today upon arrival at Luton Airport. The plane landed at 4pm, we didn't leave the terminal till 7pm. They hoarded all the families into an endless queue and only had 2 counters open at border patrol to sift through about a thousand people. It was a terrible experience with staff providing no water or or any explanation to the lack of staff or service. Very disappointed.
Experience At AirportDeparture Only
Date VisitFebruary 2022
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
1/10

"travelling is stressful especially now, we don't need extra stress"

(United Kingdom)

Not Verified | Absolutely horrified watching "ladies" at e-gates ordering people about. Why on Earth do they have to shout at people, banging and pulling those poor people who clearly find difficult to understand how the e-gates work? Some of them didn't take their masks off (couldn't see a sign or perhaps couldn't understand "guards" shouting - take your masks off). Why do we expect everyone to speak English? Does the guard speak another language? I doubt that! Wow, just wow. I really hope someone will read that comment and do something about the situation at Luton Airport, travelling is stressful especially now, we don't need extra stress.
Experience At AirportArrival Only
Date VisitOctober 2021
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

"Very rude and disrespectful"

(United Kingdom)

Not Verified | Very rude and disrespectful border control officers at Luton Airport, no human empathy at all, makes me really question humanity in this world. No one deserves to be treated this way!
Experience At AirportArrival Only
Date VisitJuly 2021
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Food Beverages N/A
Airport Staff 12345
no
3/10

"would really have expected much better knowledge"

(United Kingdom)

Trip Verified | Generally departing the airport is easy and on this occasion it was no different - it is just the return that is a joke. They have these self scan passport barriers which just do not work properly - sometimes you can get through OK, but this time I tried 5 times and in the end had to queue again to go through manually - along with about 50% of the other passengers. I suffer severe pains from long periods of standing but do not like to take advantage of special assistance unless absolutely necessary even though they do a great job as want to leave them free to help people worse off than me. In future don't think I will - why put a system in place that a) makes a total mockery of social distancing and b) just makes people very angry by not working 50% of the time. Rather worryingly as well was that the border control officers didn't know what the isolation rules were for returning from The Netherlands - this should be a daily team briefing. Fortunately I had been emailed by the Government prior to me flying out that 14 days self-isolation was required and was able to let them know the facts but that really should not be the case. I live in Luton and know how much our local council pours out of tax payers money into the airport so I would really have expected much better knowledge and more efficient processing - get people moving out of an enclosed space as quickly as possible will ultimately mean less chances of infection - keeping us penned in like animals is just asking for trouble. Funnily enough they used to have 'how did we do' feedback machines around the airport - these have now gone - Covid or just avoiding a way for customers to make their feelings felt?
Experience At AirportArrival and Departure
Date VisitSeptember 2020
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages N/A
Airport Staff 12345
no
4/10

"trouble with the e-gates at the border"

(United Kingdom)

Not Verified | I had some trouble with the e-gates at the border. I followed all instruction but for some reason, it did not let me through. I went to another e-gate but I had the same problem. A border guard had to manually check my passport. Last time the e-gates were working perfectly fine!
Experience At AirportArrival Only
Date VisitAugust 2020
Type Of TravellerSolo 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
yes
10/10

"airport was very nice and clean"

(United Kingdom)

Not Verified | The airport was very nice and clean. The queue to security was not long because there weren't many people in it. There was only a couple of shops open but it is understandable because of the current situation. The toilets were clean. I have flown to and from this airport so many times and it was always very nice.
Experience At AirportDeparture Only
Date VisitJuly 2020
Type Of TravellerSolo 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
yes