Customer Satisfaction Survey

We'd love to hear about your experience using our Special Assistance service so we can identify what we're doing well, and where we need to get better.

This survey will take around 5 minutes to complete and all responses are anonymous. We won't respond to feedback received through these surveys, but you can still contact us directly to discuss your experience further. Contact details are available here: https://www.london-luton.co.uk/special-assistance-landing/how-are-we-doing

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* 1. What was the date of travel for your outbound flight?

Date / Time

Date

Time

AM/PM

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* 2. What was the date of travel for your inbound (return) flight?

Date / Time

Date

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* 3. How old were you when you travelled?

Under 25

25-44

45-64

65 and over

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* 4. How did you book your flight?

On the website of the airline or tour operator

By phoning the airline or tour operator

On the website of a travel agent or price comparison service

By phoning a travel agent or flight comparison service

In person at a travel agent shop

Through my company’s travel agent or department

Other

Can’t remember

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* 5. Which airline did you fly with?
(If your airline is not in the list below, please select the ‘Other’ options)

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* 6. Did you pre-book the airport assistance more than 48 hours before you arrived at the airport?
(Note this is usually done at the time the flight is booked, either through the travel agent, tour operator or airline. More than 48 hours is the time required to guarantee the service).

Yes

Don't know / can't remember

Question Title

* 7. What mode of transport did you use to arrive too / depart from London Luton Airport ?

By car and parked within airport parking areas

By car / taxi to drop off pick up point

By train – shuttle bus

By National bus services

By Local bus services

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* 8. If using drop off / pick up, Airport parking areas, please comment below anything that fell below or that met or exceeded your expectations

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* 9. Please rate the quality of the assistance that was provided to you to help you get through the airport
(i.e. from the point you arrived at the airport to the point where you were about to board the aircraft)

Excellent

Good

Acceptable

Poor

Extremely poor

Not applicable

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* 10. Please rate the quality of the assistance that was provided to you to help you board the aircraft, move to your seat and, if required, store your cabin baggage

Excellent

Good

Acceptable

Poor

Extremely poor

Not applicable

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* 11. Please rate the general helpfulness and courtesy of the airport staff in meeting your assistance needs

Excellent

Good

Acceptable

Poor

Extremely poor

Not applicable

Question Title

* 12. Did you utilize any of the below facilities?

	Exceeded expectations	Met expectations	Fell below expectations
Special Assistance channel / Fast track through security	Special Assistance channel / Fast track through security Exceeded expectations	Special Assistance channel / Fast track through security Met expectations	Special Assistance channel / Fast track through security Fell below expectations
Disabled toilets	Disabled toilets Exceeded expectations	Disabled toilets Met expectations	Disabled toilets Fell below expectations
Adult Changing room	Adult Changing room Exceeded expectations	Adult Changing room Met expectations	Adult Changing room Fell below expectations
Quiet Room	Quiet Room Exceeded expectations	Quiet Room Met expectations	Quiet Room Fell below expectations
Executive Lounges	Executive Lounges Exceeded expectations	Executive Lounges Met expectations	Executive Lounges Fell below expectations
Retail Area	Retail Area Exceeded expectations	Retail Area Met expectations	Retail Area Fell below expectations

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* 13. Would you like to tell us anything about the assistance you received that met, exceeded or fell below your expectations? If so, please comment below

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* 14. Please rate the quality of the assistance that was provided to you to help you move from your seat, retrieve your cabin baggage (if required) and disembark the aircraft

Excellent

Good

Acceptable

Poor

Extremely poor

Not applicable

Question Title

* 15. Please rate the quality of the assistance that was provided to you to help you move from the arrival gate, through immigration (if an international flight) and baggage collection, and out of the airport building

Excellent

Good

Acceptable

Poor

Extremely poor

Not applicable

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* 16. Please rate the general helpfulness and courtesy of the airport staff in meeting your assistance needs

Excellent

Good

Acceptable

Poor

Extremely poor

Not applicable

Question Title

* 17. Would you like to tell us anything about the assistance you received that met or exceeded your expectations? If so, please comment below

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* 18. How did you hear about this survey?

Through an e-mail sent via the airport

I was handed a feedback card at the airport

From a QR code on a poster within the airport

Through Luton Airports website

Other (please specify)

Question Title

* 19. Regarding the asisstance required at the airport, which of the following applies? (tick all that apply)

I require assistance to walk for longer distances

I require assistance to use aircraft steps

I require assistance down the aisle of the plane to get to my seat

I need to be lifted in and out of an aircraft seat and/or wheelchair

I am deaf or have hearing loss

I am blind or partially sighted

I have a hidden disability such as autism or dementia

I wear a medical aid / device such as a stoma bag, insulin pump / monitor

I travel with my own electric wheelchair or scooter

I travel with my own manual wheelchair or mobility aid

Other (please specify)

Question Title

* 20. Would you recommend the use of the special assistance service located at London Luton Airport?

Yes

Customer Satisfaction Survey

Question Title

* 1. What was the date of travel for your outbound flight?

Question Title

* 2. What was the date of travel for your inbound (return) flight?

Question Title

* 3. How old were you when you travelled?

Question Title

* 4. How did you book your flight?

Question Title

* 5. Which airline did you fly with? (If your airline is not in the list below, please select the ‘Other’ options)

Question Title

* 6. Did you pre-book the airport assistance more than 48 hours before you arrived at the airport? (Note this is usually done at the time the flight is booked, either through the travel agent, tour operator or airline. More than 48 hours is the time required to guarantee the service).

Question Title

* 7. What mode of transport did you use to arrive too / depart from London Luton Airport ?

Question Title

* 8. If using drop off / pick up, Airport parking areas, please comment below anything that fell below or that met or exceeded your expectations

Question Title

* 9. Please rate the quality of the assistance that was provided to you to help you get through the airport (i.e. from the point you arrived at the airport to the point where you were about to board the aircraft)

Question Title

* 10. Please rate the quality of the assistance that was provided to you to help you board the aircraft, move to your seat and, if required, store your cabin baggage

Question Title

* 11. Please rate the general helpfulness and courtesy of the airport staff in meeting your assistance needs

Question Title

* 12. Did you utilize any of the below facilities?

Question Title

* 13. Would you like to tell us anything about the assistance you received that met, exceeded or fell below your expectations? If so, please comment below

Question Title

* 14. Please rate the quality of the assistance that was provided to you to help you move from your seat, retrieve your cabin baggage (if required) and disembark the aircraft

Question Title

* 15. Please rate the quality of the assistance that was provided to you to help you move from the arrival gate, through immigration (if an international flight) and baggage collection, and out of the airport building

Question Title

* 16. Please rate the general helpfulness and courtesy of the airport staff in meeting your assistance needs

Question Title

* 17. Would you like to tell us anything about the assistance you received that met or exceeded your expectations? If so, please comment below

Question Title

* 18. How did you hear about this survey?

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* 19. Regarding the asisstance required at the airport, which of the following applies? (tick all that apply)

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* 20. Would you recommend the use of the special assistance service located at London Luton Airport?

* 5. Which airline did you fly with?
(If your airline is not in the list below, please select the ‘Other’ options)

* 6. Did you pre-book the airport assistance more than 48 hours before you arrived at the airport?
(Note this is usually done at the time the flight is booked, either through the travel agent, tour operator or airline. More than 48 hours is the time required to guarantee the service).

* 9. Please rate the quality of the assistance that was provided to you to help you get through the airport
(i.e. from the point you arrived at the airport to the point where you were about to board the aircraft)