London Luton Airport opens new Assisted Travel lounge to enhance accessibility and passenger experience

Credit: London Luton Airport

London Luton Airport (LLA) has officially opened a new Assisted Travel lounge, designed to provide a comfortable and inclusive space for passengers with additional travel needs. The new airside facility, which can accommodate up to 50 passengers, marks a major investment in accessibility and inclusivity.

Key features include a sensory space, adult changing facilities, flight information screens, charging points for wheelchairs and electronic devices, drinking water and specialised seating for passengers with mobility challenges.

Luton Airport accessibility investment for assisted travel

The launch follows confirmation in June 2025 that LLA received the Civil Aviation Authority’s highest rating of “Very Good” for its services for passengers with reduced mobility and those requiring assisted travel. The airport currently fulfils more than 700 pre-booked requests for assisted travel each day.

Alberto Martin, Chief Executive Officer at London Luton Airport, said: “We are delighted to offer this wonderful new space for passengers with assisted travel needs. This is a hugely important investment that underlines London Luton Airport’s ongoing commitment to deliver a simple and friendly passenger experience that is safe, accessible and inclusive for all. Throughout the design process, we consulted regularly with the passengers, charities and support groups that make up the membership of the London Luton Airport Accessibility Forum, and we are thrilled with the outcome – a welcoming and accessible space for assisted travel passengers to enjoy ahead of their flights.”

Andrew Wright, Chair of the London Luton Airport Accessibility Forum (LLAAF), said: “The Assisted Travel Lounge provides those passengers who use LLA’s Assisted Travel services with a spacious, bright and purpose-built space which is also ideally positioned for the airport’s broader amenities. The design and development of this impressive new facility has been largely shaped by a wish-list based on the insight, experiences and needs of LLAAF members and this project provides a perfect example of the airport’s continued collaboration with the Forum and its growing network of disability group stakeholders.”

LLA has also become one of the first organisations, and the first UK airport, to achieve certification to the new BSI Kitemark for Service Excellence. Last year, it recorded its highest Airport Service Quality (ASQ) score, with four out of five passengers rating their experience as very good or excellent.

This commitment to customer experience has resulted in two nominations in the 2025 Customer Experience Awards, including Best Customer Centric Culture (over 500 employees) and Best Customer Experience for Vulnerable Customers. LLA is also a finalist in the Travel for Every Body Awards, shortlisted for Outstanding Contribution to Accessible Travel and Accessible Travel Initiative (Transport).

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