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

4 April 2017
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

  • Dementia awareness training for staff, with a focus on those in customer facing roles

    A minimum of 40% of operational staff to become Dementia Friends by end of 2017.

    To enable appropriate airport staff to attend the free one day Dementia Friends Champions induction days in order to cascade the Dementia Friends Information Sessions within the staff teams.

    Alzheimer’s Society’s Dementia Friends programme is the biggest ever initiative to change people’s perceptions of dementia. It aims to transform the way the nation thinks, acts and talks about the condition.

    A Dementia Friend learns a little bit more about what it's like to live with dementia and then turns that understanding into action - anyone of any age can be a Dementia Friend.

    To register our organisation as a Dementia Friendly Organisation in order to access the free online awareness videos

    Register an Organisation with Dementia Friends

    Following a Dementia Friends session to give each person access to the “How to help people with dementia - A guide for customer-facing staff”

    Review Alzheimer’s Society training for those staff that need a higher level of knowledge and understanding on how to support passengers with hidden disabilities.

    Understanding your customers with dementia

    Supporting people with cognitive disabilities and mental health problems

    Being implemented
  • 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.

  • Publicise London Luton Airport joining the Luton DAA in order to promote working towards a Dementia Friendly Community in Luton

    Look to incorporate the “Luton DAA” and “Working to become Dementia Friendly” logo in appropriate customer facing media.

    Investigate options to promote the Annual Dementia Awareness Week held the 3rd week in May.