Case Study
Transport & Mobility

The Service Excellence Kitemark™: A World-first Recognition of the LLA Way

A Service Commitment to Every Journey, Every Passenger.

Testimonial

“We are so proud to be the first airport globally to achieve BSI Kitemark Certification in Service Excellence.”

Emma Russell Operational Excellence Manager

The People

London Luton Airport is one of the UK's busiest airports

Serving nearly 17 million passengers a year, with a diverse client base with a variety of interactions with staff.

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.

The Challenge

The LLA Way Service Standards was pivotal in the initial definition of the customer service process for LLA

The Luton team needed this strategic ethos to be deployed effectively and consistently throughout the airport; and ultimately have the process externally authenticated and validated.

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.

The Solution

The Kitemark certification assessment validated that the strategic ethos was deployed effectively and consistently throughout the airport

The certification assessment included analysis of the existing process, highlighting opportunities for on-going improvement.

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.

The Benefits

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.

Testimonial

“Customer experience is a big factor in airport choice so we have to work hard every day to meet passenger expectations.”

Emma Russell Operational Excellence Manager

Why BSI

A strong, collaborative, relationship

LLA value the positive influence BSI were able to add to the service process.

LLA also highly value BSI’s reputation in certification, and as a pioneer of customer excellence standards relevant to the transportation industry.

Go to Certification

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