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
Sort Reviews by :
Show
1/10

Luton Airport customer review

(United Kingdom)

First flew from Luton in the '60's when the terminal was like an over sized scout hut. It was better then. Used it several times since up until about 2002 and was generally happy enough with the experience. Flew out to Palma on Monday May 14 2012 and back on May 18. Flew with Monarch for the first time they were great. The airport is very far removed from good let alone great. In fact it has become the worst airport I a frequent flyer have ever had the misfortune to use for all the reasons listed here by others - as in all of them. It is the Fawlty Towers of airports a total embarrassment and as others have said I dread to think what impression of the UK it gives any first time visitors. Shame on management and staff - all of you. Take a trip to Stansted to see how budget air travel should be handled. Luton Airport? Never again.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
1/10

Luton Airport customer review

(United Kingdom)

30 minute queues at security. Not all machines working. No sockets anywhere to charge mobile phone. Held in hot cattle pen to wait for flight. What more can I say?
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
3/10

Luton Airport customer review

(United Kingdom)

I tried to take my liquids toothpaste plus a deodorant through security in a plastic bag 26x27cm which is a bit larger than the 20x20 in their regulations. After some protest I was forced to buy 4 bags from them for £1. This is clearly a money making scam as I have never had a problem before. Getting a few extra quid from their customers is clearly more important than trying to be helpful. On return I had to queue for 20 minutes at UKBA. I have an electronic passport but they were still using the old technology of photographic scanning. Luton Airport is a dump and the airlines that use it should put pressure on the operators to improve it immediately.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
3/10

Luton Airport customer review

(United Kingdom)

The security staff are aggressively unpleasant. The facilities are poor. It's not so much an airport as a couple of sheds. There are plenty of airports that largely cater to budget airlines (Malaga immediately comes to mind) that demonstrate that budget travel doesn't have to be so unpleasant. Two quick positives: the shuttle bus from the train station runs efficiently and the immigration queues on the way back were quick even for non-EU citizens like my wife (presumably because almost all of the flights are from EU destinations).
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
9/10

Luton Airport customer review

(United Kingdom)

Parking cheap (advance booking) short wait for transfer bus fast baggage drop and quickly through security. I have regretted booking this airport after previous experiences. However at a quiet time it worked which is all the evidence needed that the airport has over-expanded and should not be allowed to expand further. Return was uneventful and the passport queue tolerable other than the irritation to watch the non-EU visitors going through more quickly with 2 lanes open for a tiny number in the queue. The transfer bus was waiting and we were on our way home 40 mins after landing which must be a record for any UK airport! OK both flights were Saturday evenings so perhaps it was good luck but credit where due - on this occasion only so no I still wouldn't recommend it on the basis of more frequent bad experience!
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
4/10

Luton Airport customer review

(United Kingdom)

Flew to and from Luton to Bratislava. The airport is undergoing quite a lot of work especially to the car parks so it does have the look and feel of a building site. Inside the range of eateries is not bad but shopping is not all that good. Food is expensive at the various eating places. On return the immigration queues late in the evening were appalling and not befitting of one of London's airports. They desperately need to sort this out if they want to attract business from the more major hubs and from new airports such as Southend.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
4/10

Luton Airport customer review

(United Kingdom)

Travelled by Whizz to Prague early morning. Redirected to Security Zone 2 outside the main airport. Travellers were treated to a herding effect controlled by staff who tended to shout requests to remove coats etc before arriving at screening. Baggage that had not cleared the scanners was lined up but only checked through with passengers in the exact order it came through scanner. This left people waiting for passengers who were slow at claiming their luggage. Through clearance we then had to walk back through to the main airport which took another 20 minutes. Airport usually fine but this aspect needs to be looked at.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
yes
2/10

Luton Airport customer review

(United Kingdom)

I am a frequent user of this airport and over the years all services that the flying public require have plummeted to a level now where official intervention is required. No customer service at security staff bark and shout at you. Horrendous queues often extending from the security hall down the stairs and all the way along the ground floor corridor and almost back to the entrance! Security bullies stand on guard at the only 2 available lifts no entry! Charges for plastic bags dropping off trolleys the list goes on. Someone has to intervene before overseas visitors arrive for the Olympics and leave with a hugely negative view of airport customer service in the UK.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
2/10

Luton Airport customer review

(United Kingdom)

Really bad security was so slow that we missed our flights and had I rebook at a cost of £220. They have a fast track system at £6 a person that we could have used if someone had pointed it out but I think that it's a fairly basic expectation that if you arrive at the airport on time standard security should allow you to make it to your flight on time. Staff were friendly in the main but unhelpful. I'd rather effective if not that helpful any day. Our rebooked flight was from Stansted. Security was perfect. In and through in about 5 minutes. Never again Luton.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
4/10

Luton Airport customer review

(United Kingdom)

I use this airport twice a week I have been doing this for the past 4 years and have seen a decline in services and an increase in costs. I use the train and then the Capital Connect bus to the airport this used to be free it now costs £1.50 each way. Security got better 18 months ago after they installed new scanners but a week ago at 5.45am and without any warning passengers were sent outside to Security Zone 2 (to relieve the pressure on the main security zone). Staff were abrupt rude and one employee kept on shouting at staff. In 4 years I have only seen the new E-passport machines working on a few occasions. I have stood in the passport control queue for up to an hour with only 3 desks open and 500 passengers waiting to be served.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no