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Review: Luton airport

Travel Service - Airport

Luton, United Kingdom

Chaos at Luton Airport and they don't care!

  • By SilverTraveller driverona14

    3 reviews

  • June 2018

42 people found this review helpful

In June we went on a great holiday in Northern Cyprus. I would fully recommend Cyprus for a holiday but I would not recommend flying from Luton Airport. The following gives a picture of the level of service we received.

On 6th June we arrived before 6 am at the Long Term Car Park. The bus arrived quickly but it was tightly packed with passengers and luggage, with additional passengers squeezing on at bus stops on route to the airport, outside the car park. This was not a pleasant experience, and I cannot understand that when they know of the number of passengers booked to use the carpark they cannot appear to be able to arrange sufficient buses.

Once we were close to the airport link road the bus came to a halt due to traffic. From this point it crawled into the airport, taking approx. 20 minutes to reach the terminal. This was particularly uncomfortable due to passengers being crammed in the bus. If this occurs at 6 am then there is something seriously wrong with the traffic management. In addition, they are building a multi-storey car park close to the terminal, which seems crazy when the road cannot clearly cope with the current levels of traffic.

From the point of getting off the bus to boarding the plane, the experience was totally unacceptable. The number of passengers going into the terminal; the long queue at the Wizzair check-in; the queues through security and the walkthrough to the seating area were crowded; the seating areas were at almost capacity. The only saving grace was we had purchased priority access to security but all passengers were delayed getting through to the waiting areas. Ironically we noticed both on the journey out and on return, the only areas that lacked passengers were the shops which in comparison were empty!

On our return, we disembarked from the aircraft and walked to the building but had to wait outside for approx. 10 minutes as the staff in fluorescent jackets could not gain access for us into the building as the doors were locked!

Once access was eventually obtained through another entrance we had a considerable walk along small corridors through to passport control. Again we noticed that this area was very busy but the shops on the way out appeared to be empty.

This was again demonstrated at baggage pickup. It appeared all belts were in use by more than one aircraft arrival. In addition, our belt kept stopping and starting causing a lot of frustration with all passengers. Hence it was like a rugby scrum getting luggage off the belt.

Finally, we got to the bus queue. We waited approx. 10 minutes for a bus to take us back to the Long Term Car Park. Hence the bus was full and many passengers could not get on. We had to face yet another uncomfortable journey back to the car park.

Finally, I wrote to those responsible for the airport with my observations but despite sending a follow-up letter, I have not received even an acknowledgment. I can only assume they don’t care what the users of the airport think about the level of services they offer to their customers. We have decided, in future we will only use Luton airport as last resort and will travel as far as Gatwick to avoid the nightmare again we experienced on 6th and 13th June.

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This review is solely based on the opinion of a Silver Travel Advisor member and not of Silver Travel Advisor Ltd.

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Other Members' Thoughts - 2 Comment(s)

  • driverona14
    almost 2 years ago
    After our bad experience at Luton Airport, last week we used Stansted Airport. By far a better experience. The whole experience was in a different league. I suggest those who run Luton take a trip to Stansted to see how to run an airport.
  • discerning-traveller
    about 2 years ago
    Interesting. I empathise. I've only flown from Luton airport once and vowed never to do it again. Maybe unfair but I haven't read any positive reviews and my experience was not good either.