Case Study: London Luton Airport achieves world-first Service Excellence Kitemark with BSI

London Luton Airport becomes the world’s first Service Excellence Kitemark airport with BSI

London Luton Airport (LLA) needed to externally validate and authenticate its strategic customer service ethos, known as the LLA Way, ensuring it was deployed effectively and consistently across its busy operations. The challenge was heightened by the transient nature of airport customers and the complex shift patterns of its diverse staff. To address this, LLA collaborated with vendor BSI to pursue certification.

Working with BSI, LLA underwent a certification assessment for the Service Excellence Kitemark™, which validated its processes and highlighted opportunities for improvement. This resulted in greater internal cooperation and a structured approach to best practice. The measurable impact was a significant increase in LLA's Airport Service Quality (ASQ) scores for the Courtesy of Staff, solidifying its status as the first airport in the world to achieve this certification.

London Luton Airport