Luton Rising appoints Ethos Farm and Bellrock FM to Luton DART customer experience and facilities management contract

Luton Rising, the Luton Council company that owns London Luton Airport and associated assets for community benefit, has appointed Ethos Farm and Bellrock FM to a new customer experience and facilities management contract for the Luton DART, in ongoing partnership with the London Luton Airport operating company.

Following a rigorous tender process, Luton Rising is pleased to continue its partnership with Ethos Farm, global and award-winning specialists in delivering high-quality customer experience solutions, and experienced facilities management provider Bellrock, whose services to the Luton DART were previously sub-contracted under London Luton Airport Operations Ltd.

The Luton DART, a state-of-the-art, automated fast passenger transit that seamlessly connects Luton Airport Parkway station with London Luton Airport in less than four minutes, has quickly become a vital part of the travel infrastructure for passengers.

Since opening in March 2023, Luton DART has seen a growing demand for its efficient, and customer-focused services, with more than six million passengers enjoying the shuttle service to date.

The new contract will focus on ensuring that all aspects of the passenger journey – from ticketing to on-board services – are smooth, efficient, and enjoyable. The facilities management aspect of the contract will ensure the continued upkeep, maintenance and operational efficiency of the DART system, offering reliability and comfort.

Linsey Sweet, Head of Commercial Operations for Luton Rising, said:

“This is a significant step forward for the Luton DART service as we continue to elevate our standards to provide world-class facilities and customer care for our passengers. Ethos Farm and Bellrock FM bring a wealth of experience and expertise, and we are confident that this continued collaboration will deliver even more exceptional experiences for passengers travelling from the rail station to London Luton Airport.”

The new contract will include training programmes for staff, the introduction of innovative customer service solutions, and the continual enhancement of facilities across the DART network. Ethos Farm and Bellrock FM’s joint approach will focus on efficiency, sustainability, and a commitment to exceeding passenger expectations.

Mathew Garner, Co-Founder at Ethos Farm, commented:

“Since 2023, we’re proud to have driven some of the highest customer and employee experience scores, and we’re now excited to further elevate the service and ensure a positive experience for every passenger travelling to and from London Luton Airport. We really value our great partnership with Luton Rising as we strive to make Luton DART the ‘happiest station in the UK’, and collectively work towards Luton’s 2040 vision.”

James Minifie, Managing Director for Bellrock FM, added: “Bellrock is proud to be a key partner at Luton DART. We understand the importance of delivering high-quality, reliable facilities management, and our team is committed to ensuring the continued success of this vital transport service.”

London Luton Airport Operations Ltd remains a key partner in the operation of Luton DART, providing support in both the strategic development and operational success of the service.

The Luton DART service plays a critical role in the airport’s ongoing transformation, in providing a fast, direct, and sustainable travel option for passengers. The partnership marks the next phase in the service’s evolution, with a shared commitment to excellence, sustainability, and customer satisfaction.

ENDS