New Assisted Travel lounge at London Luton Airport strengthens its commitment to inclusivity and customer excellence
(NEWS) LONDON, 2025-Sep-16 — /Travel PR News/ — London Luton Airport (LLA) has unveiled its new Assisted Travel lounge, a dedicated facility designed to improve the airport experience for passengers with additional accessibility needs. Located airside and able to accommodate up to 50 travelers, the new lounge offers a range of tailored amenities, including a sensory space, adult changing facilities, wheelchair and device charging points, flight information screens, and seating designed for passengers with reduced mobility. The launch builds on LLA’s recent recognition by the Civil Aviation Authority, which awarded the airport its highest ‘Very Good’ rating for assisted travel services earlier this year.
The project was developed in close consultation with the London Luton Airport Accessibility Forum (LLAAF), ensuring that the final design reflected the lived experiences and priorities of passengers and disability advocacy groups. Alberto Martin, LLA’s Chief Executive Officer, highlighted the lounge as a major investment in accessibility, underlining the airport’s commitment to inclusivity and passenger care. LLAAF Chair Andrew Wright welcomed the opening, noting that it demonstrates the value of collaboration between the airport and its stakeholders.
This milestone comes as LLA continues to strengthen its reputation for service excellence. The airport recently became the first in the UK to achieve the BSI Kitemark™ certification for Service Excellence, and it is a finalist in both the 2025 Customer Experience Awards and the Travel for Every Body Awards. With record passenger satisfaction scores achieved last year and multiple recognitions for its Guest Experience team, LLA is positioning itself as a leader in accessible and customer-focused travel.
London Luton Airport’s investment in its new Assisted Travel lounge also reflects a broader movement across the aviation sector to make travel more inclusive and accessible. From Swissport’s growing support services for unaccompanied minors in Switzerland to Vancouver International Airport’s innovations in sign language boarding messages and Emirates’ Certified Autism Center™ designation in Dubai, airports and airlines worldwide are raising standards for passengers with additional needs. Recent initiatives such as Qatar Airways’ partnerships supporting neurodivergent travelers, Manchester Airport’s tailored guidance for autistic passengers, and AGS Airports’ participation in the UK Government’s new Aviation Accessibility Task and Finish Group all underscore a collective commitment: to remove barriers, enhance dignity, and create consistent, positive travel experiences for every passenger.
