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London Luton Airport

London Luton Airport (LLA) is one of the UK’s largest airports and carried 14.5 million passengers in 2016, an increase of 18.5% on 2015. The airport indirectly employs over 9,400 staff and is a key economic driver for the region. To meet the continued demand from passengers, the largest single investment in its 79 history is underway to transform the airport. This will increase annual capacity by 50% from 12 million to 18 million passengers by 2020. In addition to the work taking place on the terminal, plans have also been submitted for a new £200 million light rail link between Luton Airport Parkway station and the airport terminal

15 December 2020
East of England
Local Alliances:
Luton Dementia Action Alliance

1. Action Plan

1. The National Dementia Declaration lists seven outcomes that the DAA are seeking to achieve for people with dementia and their carers. How would you describe your organisation’s role in delivering better outcomes for people with dementia and their carers?

As an airport we need to support our customers who have dementia and their carers to make their transit through the airport as easy and stress free as possible.

By raising awareness with our customer facing staff we can ensure they have an understanding of Dementia, how it affects people, what challenges they face and what we can do to support them, enabling us to provide the best possible service to our customers

2. What are the challenges to delivering these outcomes from the perspective of your organisation?

Ensuring we can train as many customer facing staff as possible, without impacting the operation or having high overtime costs.

Ensuring we maintain the service required during our operational peak times as well as our quieter times at the airport.

Current we are expanding the airport and any new initiatives that need considerable investment maybe delayed until a suitable time within the development works or even declined.

Member website


2. Actions

  • Promote the creation of a dementia friendly environment

    During our current development projects and on-going refurbishment to be mindful of design choices that may be Dementia Friendly.

    Dementia Friendly Physical Environments Checklist

    Request Alzheimer’s Society to review signage style and placement for suitability for assisting way finding in the airport for those affected by dementia, as required.

    Being implemented
  • Offer those with hidden disabilities such as dementia a means to identify themselves if they wish or information how to request support whilst travelling.

    Review options to enable those passengers who wish to be able to discreetly identify that they may have additional support needs whilst they are travelling, so that all staff understand that these customers will need extra time/assistance and explanations during the airport process.

    Provide information on how those with cognitive difficulties such as dementia can approach staff for support and how to identify staff members.

    Provide information on how to locate quiet areas within the airport whilst waiting for flights and how to access the most appropriate routes through check in and security.

  • Dementia Awarness

    To raise Dementia Awarnes amongst all front line staff working at the airport including Retailers, Handling Agents and Bus Operators to be compelted by 2020

    Being implemented

    2018 - Second Quarter Update

    New action

    New action, May 2018

  • Support Dementia awarness week 2018

    Use Poster campaigns