Luton Airport

Not Verified | Our plane landed at 15.30 we disembarked at 15.40. For the next hour we stood in the queue with a tired, hungry and weary toddler who had just spent 4 hours cooped up in a plane and needed to go to the toilet. Out of the 9 available desks only one was open and the member of staff on there was in training. I understand that new people have to be trained but any sensible company would complete staff training at an off peak time and open several desks while this is happening to take the pressure off the staff member and maintain a swift service. To have one desk open when there are literally hundreds of people waiting to be seen is at best incompetent and at worst shows a complete contempt for your customers. I witnessed exhausted new mothers having to breastfeed hungry babies, the elderly suffering from dehydration and poor little toddlers screaming in frustration. If this was my first impression of the U.K it wouldn’t be a good one. You should be thoroughly ashamed.

Not Verified | Wife landed 2.10am from Alicante and needed wheel chair assist. I was waiting to pick her up, plane landed on time but had to wait 50 minutes till someone came to collect her from the airplane. I have work later and as parking is terrible and costly. This is a lousy service which has made my wife's condition worse.

✅ 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.

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.

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.

✅ 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

✅ 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.

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.

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!

✅ 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?