Luton Airport

Customer Reviews

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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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Luton Airport customer review

(United Kingdom)

Arrived to pick up daughter - 1/2 hour early as no delays - find out (Internet on phone) flight is delayed - head off to park up - Where? There is no facility for people in my position at all! Obvious 'mid term' car park no use - 1/2 hour free - £4.80 for 1 hour so head off to find another - there isn't one for this situation! End up parking on double yellow lines with 7 other cars - when I stopped to ask an airport official all I got was a monotonous repeated "you can't park here" - he simply would not answer my question as to where I could park in my situation. Not a good experience at all - and I hadn't even got into the terminal!
Queuing Times N/A
Terminal Cleanliness N/A
Airport Shopping N/A
no
10/10

Luton Airport customer review

(United Kingdom)

We have just returned from our holiday and used Luton. We are a family of 2 adults and 3 children and having used many UK airports including Heathrow and Gatwick and can honestly say that this is by far my favourite. On both departure and arrival we could not have encountered a more friendly bunch of staff. The Security staff were charming with the children. The check in process was quick (EasyJet) and security checks were completed efficiently and smoothly. Airside I would like a few more shops and restaurants but what was there was good enough for a small airport. On arrival home (11.10pm) again we exited from the aircraft smoothly and bussed to the terminal which was clearly signed. Luggage took a while. Passport Control - the rather stern looking Officer was a delight even asking to see my daughters teddy's passport and then stamping it it made her day after a long journey.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
yes
1/10

Luton Airport customer review

(Germany)

London Luton airport must be one of the very worst in the UK. The disdain and contempt of some of the Border people is amazing. And the notices don't say 'Please' as they do at Heathrow: just do this and don't do that. In case you arrive at passport control on returning when there are not long queues a person is employed solely to yell "do not duck under the ropes" as if many foreign visitors are going to understand 'ropes' and 'duck'.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
6/10

Luton Airport customer review

(United Kingdom)

We flew out of Luton on June 28th at 6am and was worried after reading others reviews but experienced no problems. We used the long stay car park which takes a bit of a drive to get to but is easy to find wait for a bus to take us to terminal but that was expected. Check in and security were done in 20 mins. Staff at security were working their socks off to get everyone through quickly. Return involved a queue for immigration but staff were again trying to move it through and all the desks were manned. Electronic passports could go through straight away. Didn't really matter as luggage took a while to get through. From landing to arrival hall was 1 hour 10 min but that was what we used to expect at Heathrow 20 years ago have just got used to quicker times. Another wait for a bus back to the long stay car park but that was expected and not really a problem.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
yes
1/10

Luton Airport customer review

(United Kingdom)

Have used Luton many many times since 1960 but the latest experience means I'll never fly from there again. First of all there was the apparently permanent difficulty of reaching the airport due to the ludicrous layout of the approach roads and the appalling drop-off facility for which a charge is now made. After clearing check-in with Easy-Jet passing through security was a complete nightmare. The queue was down the non-working escalators and into the main concourse. Of course in the interests of profiteering it was possible to buy a 'fast-track' through security for an unacceptable price. The Departure Lounge had a lack of seats which meant standing around until the departure gate was announced after which a 10 to 15 minute walk was necessary with no moving walkways to assist the elderly or those with young children. At the departure gate no seating was available at all. On returning 4 days later arrival at 22.10 hours the wait at Immigration/Passport Control was in excess of 15 minutes. Pick-up was again chaotic and had to be paid for. So now Luton Airport want to increase from 10m passengers per annum to over 18m. Well with the currently unacceptable standards they will be lucky if their passenger totals don't drop right back. Without exception it can be said that Luton is the worst airport purporting to be of 'International' standard I have ever encountered.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
1/10

Luton Airport customer review

(United Kingdom)

Shocking experience at Luton 22nd June. Ryanair - no drop bag facility just 1 big long queue for everyone. 1 Check in assistant. Nearby Ryanair check-ins for Malta etc had more than 1 check-in assistant and no queue! How can that be right? Took more than 30 minutes to clear drop bag then proceeded through departures. Oh no you cannot go through Departures you must exit the terminal building and pass into another airport hanger a long line of passengers for security painfully slow grossly inefficient - result 45 minutes to clear security. Just got to gate in time - then waited 20 minutes on tarmac being penned whilst waiting in wind and rain for plane to be cleaned and cleared of passengers. Whilst waiting observed many passengers late at gate missing flight due to severe delays at check-in - never again - Luton is the pits. On return flight again penned in on tarmac to allow other flight arrivals to go ahead again 45 minutes to clear passport control - again a shambles - totally negates any price reduction. Clearly this airport cannot cope with the capacity. A very unpleasant experience - never again.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
1/10

Luton Airport customer review

(United Kingdom)

Arrived back from Kiev with Wizzair just before midnight on 25 June with other dejected England fans. We were far more dejected after our experience at the hands of Luton Airport! It took around 15 minutes for them to put the stairs in place for us to leave the aircraft and we then had to queue for at least 45 minutes at immigration in a line that reminded me of zombies in a horror film slowly trudging and being shouted at by incomprehensible staff. Oh well we thought - at least we our bags will already be there. Not a bit of it! Luton's Piece de Resistance was to keep us waiting for around two hours for our bags along with passengers from at least four other flights. There was no explanation and only two announcements (thanks for your patience) in that time. I frequently travel worldwide and I state with confidence that Luton is an awful national embarrassment of an airport. We flew out with BA from LHR T5 so didn't get the full benefit of Luton's apparent traffic queues but the road system is non-sensical to say the least. Avoid - maybe the management will get the message - they should be ashamed of themselves.
Queuing Times N/A
Terminal Cleanliness 12345
Airport Shopping 12345
no
2/10

Luton Airport customer review

(United Kingdom)

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!
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
9/10

Luton Airport customer review

(United Kingdom)

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.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
yes
1/10

Luton Airport customer review

(United Kingdom)

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.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no