Luton Rising, local economic development company and owners of London Luton Airport, was looking to appoint a hard and soft services provider to operate the prestigious £250m Luton DART; the shuttle connecting London Luton Airport to central London in just over 30 minutes. Luton Rising needed the right partner to drive and deliver operational readiness plans from 2022, before the DART’s official opening in March 2023. Ethos Farm was appointed to deliver the customer facing operation at the station, as well as the hard services sub-contractor appointment and management.
Ethos Farm worked with Luton Rising for Luton DART to ensure the highest levels of passenger service and satisfaction, including:
Ethos Farm is proud to have driven some of the highest customer and employee experience satisfaction scores in the Rail industry, rated ‘Excellent’ via independent NPS surveys. In conjunction with partners Luton Rising, Bellrock Group and Doppelmayr Cable Car, Luton DART was a Finalist in the National Rail Awards which is testament to the CX strategy that puts passengers at the heart of all decision making and governance. Luton Rising has seen an increase in modal share for transport to/from London Luton Airport and with Ethos Farm’s custom training programme rolled-out to all teams at the DART, it’s aspiration to be the Happiest Station in the UK is truly being realised.
