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A Service Commitment to Every Journey, Every Passenger.
“We are so proud to be the first airport globally to achieve BSI Kitemark Certification in Service Excellence.”
London Luton Airport (LLA) has proudly created a strategic ethos known internally as the ‘LLA Way’. Through collaboration with BSI, LLA were able to enhance their commitment to customer service, and seek external certification of their achievements.
However, the LLA team understood that due to the challenging nature of being a transport hub, the opportunity for making an impression on customers existing for a short period of time, and generally the customer relationship is not a long-lasting one. The process was further challenged by the shift patterns of staff on site and the multi-faceted nature of the service points, so there was a strong desire to ensure that all team members were included in the process of evaluation.
Internally, the LLA Way strategically works to ensure that first-class processes and practices are continuously updated and improved, and the relationship with BSI as part of this pilot, enabled a structured approach to this ongoing project. Ultimately, the outcome was greater internal cooperation, collaboration and consistent implementation of best practice; plus, the endorsement of all that had been achieved to date.
LLA is incredibly proud to be the first airport in the world to be Kitemark certified for the quality of its customer service.
LLA to aligned all the work they have achieved to date, and provided inspiration to do ever better.
LLA proactively maintains all evidence consistently ready for future improvements and assessments.
A thorough training program ensures that the team are fully prepared for unforeseen events.
LLA's ASQ scores (Airport Service Quality) for Courtesy of Staff have significantly increased.
“Customer experience is a big factor in airport choice so we have to work hard every day to meet passenger expectations.”
LLA also highly value BSI’s reputation in certification, and as a pioneer of customer excellence standards relevant to the transportation industry.
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