Contact London Luton Airport

Find the right contact

At the airport, we work with a lot of 3rd parties. To ensure your query reaches the right team, please see the contacts listed below for their direct contact information.

Team	How do I contact them?
Air Traffic Control	www.nats.co.uk
Airline Routes & Regulation	CAA
Baggage	Please contact your Handling Agent
Balloon or Lantern Release	Please submit an online application to NATS (Non-Standard Flight Applications), www.nats.co.uk/nsf CAA guidelines Please note that enquiries should be made a minimum of 28 days prior to the event.
Border Force (Customs and Passport Control)	www.gov.uk/government/organisations/border-force Feedback (launches email)
Car Parking	[email protected] (manned Mon - Fri from 9am - 8pm excluding public holidays) 0345 303 7397 (9am - 8pm) 07809 492373 (emergency out of hours)
Express Drop Off	[email protected] 0333 200 8608
Charges & Conditions	[email protected]
Check In and Boarding	Please contact your Airline or Handling Agent
Community Relations	[email protected]
Luton DART	Email Luton DART
Flight Information	Live Flight Information Please contact your Airline
Lost Property or Stolen item?	If you lost something onboard an aircraft, please contact the airline's Handling Agents. If you lost something when in or around the airport buildings or premises, please contact Luggage-Point [email protected] or Tel: +44 (0)330 223 0893 (option 4) If you think something may have been stolen, you must contact the Police
London Luton Airport	By post: London Luton Airport Operations Limited Percival House, 2nd floor 134 Percival Way, Luton, Bedfordshire, LU2 9NU Email us
Main Switchboard	Tel: +44 (0)1582 405100
Noise Monitoring	www.london-luton.co.uk/corporate/community/noise [email protected] Tel: +44 (0)1582 395382
Aerodrome Safeguarding and Crane permits enquiries	[email protected]
Press Office & Media Enquiries	[email protected] Tel: +44 (0) 1582 395333 Office hours: Mon-Fri 9:00 - 17:30 Out of hours: Please leave a message for the duty press officer
Security	Security info Dft
Disabled Facilities & Assisted Travel	[email protected] How to book Assisted Travel
Terminal Fire Safety	Click here to email
Website Feedback	[email protected]
Whistleblowing Hotline	www.londonlutonairport.ethicspoint.com For mobile users: http://londonlutonairportmobile.ethicspoint.com or Tel: +44 (0) 800 046 5663 The Whistleblowing hotline is intended for employees of London Luton Airport Operations Limited to report a suspected danger or illegality in the public interest in relation to the airport. People who are not employees of London Luton Airport Operations Limited also have the option of reporting such matters using this hotline. For any other matters, please use the appropriate contact listed above, including the Customer Feedback contact: [email protected].

Guest Feedback and Complaints Policy

For complaints and enquiries, email us. London Luton Airport Operations Limited is a company registered in England and Wales with registration number 03491213 whose registered office is at Percival House 134 Percival Way, London Luton Airport, Luton, United Kingdom, LU2 9NU

See Here:

At Luton Airport (LLA) we put our guest service and experience at the heart of everything that we do. Your feedback is important to us, we welcome your comments concerning any positive or poor experiences. All feedback is shared to celebrate success or to help us learn and improve.

This policy outlines the ways you can provide feedback or make a complaint. We hope that you do not have to make a complaint about the service you have received, we are sorry if things have not gone as you expected. We want to hear your feedback so we can try and resolve any issues as soon as possible. This policy does not apply to bookings that were made through a third party or agency or complaints that relate to your Airline, these should be addressed to them directly.

If you are at the airport and you wish to provide feedback, you can speak directly to one of our Guest Experience Ambassadors. They are on hand throughout the terminal and will always be happy to assist you.

If you have left the Airport and wish to provide feedback you can email [email protected] This will be logged with our Guest Relations Team who will respond to you or refer you to one of our Business Partners if the service falls outside of our direct control. They will ensure any internal investigations are completed by engaging with the relevant teams before providing a response.

If you would prefer to write to us, you can by addressing your letter to:

Guest Relations

London Luton Airport

Percival House

Percival Way

Luton

LU2 9NU

You can use the following social media platforms to provide your feedback:

X (formerly Twitter): https://twitter.com/LDNLutonAirport

Facebook: www.facebook.com/LDNLutonAirport

We will keep these channels updated with any information that we need to share with you along with our website.

Whichever method you choose to use to contact us please can you provide as much information as possible, where appropriate please include:

• Your full name, as it would be shown in your passport.

• Your date of travel

• Your flight number

• Your departure time or time of arrival

• Specific details of your complaint (including the names of staff members that you spoke to)

• Any other relevant details regarding your complaint

We aim to acknowledge all contacts within 5 working days and hopefully provide you with a response.

If you wish to raise a complaint we aim to acknowledge this within 3 working days. Depending on the nature of your complaint we may need to carry out an investigation and seek support from our business partners. If this is necessary we aim to complete this and respond to you in full within 10 working days from acknowledgement. If for any reason this is not possible we will keep you informed.

If you are not satisfied with the outcome of your complaint, we request that you confirm this to us. Your case will then be referred to the specific departmental manager for review and further investigation. A full and final response will then be issued to you.

Approved by the Head of Guest Experience 1 December 2024 – Policy V1 December 2024