Last updated at 1200hrs on 23rd October 2023
APCOA is continuing to deal with the major incident at London Luton Airport, which has generated thousands of enquiries which we are working through as quickly as possible. We understand the distress this incident has caused for our car parking customers and we would like to thank our customers for their continued patience and understanding. We share your frustration at not being able to offer definitive answers to some of your questions but hope you will appreciate that this isn't a process that can be rushed, and safety must be at the heart of this complicated operation.
We are in discussion with the airport and guidance will be continuously updated, but our current advice is:
Terminal CP2 - cars parked
A message from Neil Thompson, Operations Director, London Luton Airport
I know the past few weeks since the fire have been extremely challenging and difficult for you. Regrettably, I can now confirm, that due to the extent of the structural damage, the car park will need to be fully demolished, and any cars parked on levels ground to three are not recoverable, ahead of the demolition work. This is consistent with our initial assessment, which has now been confirmed following a full structural report.
The process to remove around 100 vehicles from the top deck to stabilise the structure is ongoing. This has been a painstaking task and has taken longer than expected, not least because we have been hampered by periods of bad weather and strong winds. If you believe your car may be one of these and you would like further information please contact your insurance company directly, as they and their partners have begun the process of retrieving these vehicles.
It is reassuring to note that the vast majority of insurance claims have been settled. If you have yet to receive your final settlement, the advice is to contact your insurance company as soon as possible.
I understand that this has been a distressing situation and we have tried to keep you updated as best we can throughout, and worked as quickly as possible with the Motor Insurers’ Bureau (MIB) and the Association of British Insurers to enable the claims process to be managed as quickly as possible.
On behalf of everyone at London Luton Airport, I would like to thank you for your patience and understanding as we have worked through this unprecedented situation.
Terminal CP 2 – Q&A’s
My car was in Terminal Car Park 2, what should I do?
Customers who have a car in the affected car park are advised to contact their car insurance provider in the first instance to obtain advice and support.
Have my details been passed to my insurance company?
We have been working around the clock to gather the relevant information and all necessary legal approvals to pass the Vehicle Registration Numbers (VRN) to the Motor Insurers’ Bureau (MIB). A total of 1405 VRN have now been passed on to individual insurance companies. A small number remain outstanding, due to the need for further verification.
What is the process now?
Now we have provided the information to the Motor Insurers’ Bureau (MIB), it should now have been received by your insurance company. Please contact your insurance company so they can progress your claim.
Have loss adjustors visited the site?
Loss adjustors have visited London Luton Airport and reviewed the damage from a safe distance and reviewed photographs and video footage. However we are still awaiting for their formal assessment. We do not have a timescale on when this will be received. We recommend you contact your own insurance company for support and advice.
Why has it taken you so long to reply and provide more information?
We have been in direct contact with the 1200 passengers who booked with us directly since the incident on Tuesday evening. London Luton Airport and APCOA Parking have also been regularly updating our website and social media pages. There are a number of other customers for whom we do not have direct contact details because they have either arrived on the day or booked through a third party. Since Tuesday evening, together with our parking provider APCOA we have responded to almost 16,500 customer queries.
I haven’t received any contact yet what should I do?
Please contact luton.customerservices(at)apcoa.com
I am arriving back in the next few days. What should I do?
Please report to the passenger information desk (opposite Starbucks) where we have staff on hand to assist with your onward travel arrangements. We suggest you retain receipts of any costs incurred in case they can form part of any claim with your insurer. You should contact your insurance company as soon as possible.
Why can’t you use a drone to assess the site and damage to vehicles?
Drones have been used to assess the site, however this does not provide a conclusive view on the overall condition of the vehicle. While some vehicles did not ignite, damage from the heat and fire fighting operation is highly likely.
Why have you have had more than 16,000 enquiries when only around 1500 vehicles were in the car park at the time?
Since Tuesday evening we have received inquiries relating to all car parks and future bookings, as well as those from those with cars in Car Park Two. The numbers will include some duplication as people have contacted us in multiple ways.
Can I come and visit the site to see my vehicle for myself?
No. The site remains unsafe to access.
I have seen my car in photographs and video and it appears undamaged. Will I get any personal possessions back in that car?
We are working with the Association of British Insurers on behalf of the many insurance companies about whether it is possible to retrieve any vehicles and personal possessions, when it is safe to do so, and how this process may work.
When will you know if cars can be removed?
The site has only just been handed back to the airport, following extensive investigations by the emergency service. Work to assess the structural integrity of the site is underway, and stabilisation work will commence on Monday. This is likely to take several days to complete. Only then we will be able to provide an estimated timeline for the removal of vehicles and whether it is possible to salvage any vehicles and personal possessions.
What will happen to my car if it is removed from the car park?
We are working with the Association of British Insurers on behalf of the many insurance companies involved about whether it is possible, to salvage any vehicles and retrieve any personal possessions, when it is safe to do so, and how this process may work.
What is the timeline?
The site has only just been handed back to the airport, following extensive investigations by the emergency service. Work to assess the structural integrity of the site is underway, and stabilisation work will commence on Monday. This is likely to take several days to complete. Only then we will be able to provide an estimated timeline for the removal of vehicles and whether it is possible to salvage any vehicles and personal possessions.
Can I retrieve personal possessions from my vehicle?
Unfortunately, we don't know yet but we are working closely with the experts to assess whether or not we can access the car park to retrieve possessions. There are no guarantees at this stage, but neither has the possibility been ruled out.
Do I get a refund – cancelled pre-booking as part of changing their plans. ONLY TCP2
If you pre-booked your parking at Terminal Car Park 2, and you wish to cancel, your full fee will be refunded, if your booking has not commenced.
Onward travel from the airport on arrival back in the UK should be notified to your insurer as part of your claim.
Terminal CP 1 – cars currently parked – customers due back
Terminal Car Park 1 has now re-opened for all advanced bookings and for the collection of vehicles from Car Park 1. Please be advised that no payment is required for the extended period that your vehicle was parked. Staff will be on hand to assist if required.
If you have pre-booked Priority Parking – Meet and Greet, or a third party meet and greet service these are operating again from Terminal Car Park 1.
Terminal CP 1 – cars parked – came back before today
Terminal Car Park 1 has now re-opened for all advanced bookings and for the collection of vehicles.
Please be advised that no payment is required for the extended period that your vehicle was parked. Staff will be on hand to assist if required.
I am travelling in the future, what do I do?
The airport is fully operational, but if you are due to be travelling in the next few days, please liaise with your airline to check the status of your flight.
Terminal Car Park 2 is currently closed for new entries and travelling to the airport may take longer than usual. More information can be found on our website Passenger Information - London Luton Airport (london-luton.co.uk)
Car park capacity
There is currently limited car park availablility in Terminal Car Park 1, Mid Stay and Long Stay car parks. Terminal Car Park 2 remains closed. Customers must pre-book car parking prior to getting to the airport. Passengers who do not pre-book will not be allowed to enter the car park and may be directed to alternative car parks off site. If there is no availability for your chosen date, please use alternative public transport or local car parks.
There is alternative parking available at:
Luton Airport Parkway, 1.2 miles, post code LU1 3JW, information can be found here and limited prebooking is available via this link
Luton Midland Road, 2.1 miles, postcode LU1 2LT.
Leagrave. 5.6 miles, postcode LU4 9BA
St Albans Victoria Street, 12.3 miles, postcode AL1 5HE
By Train or DART - Train services to London and the North continue to run as expected and the DART shuttle which runs between Luton Airport Parkway and the airport is now back in operation.
By bus or coach - bus and coaches continue to operate outside the front of the terminal building, with services unaffected.
Terminal Car Park 1, Mid Stay and Long Stay customers with existing bookings
Terminal Car Park 1, Mid Stay and Long Stay car parks are operating normally for customers who have pre-bookings. If you have pre-booked Priority Parking - Meet and Greet, or a third party meet and greet service, these are operating again from Terminal Car Park 1.
Additional staff remain on hand to assist passengers across the airport.
Drop off and Pick up
This service is now operating out of the mid stay car park, with the exception of blue badge holders who should proceed to Terminal Car Park 1 with their blue badge clearly displayed on approach to the airport.
There is a short 10-minute walk from the mid stay car park to the terminal building or alternatively there is a shuttle bus available running to and from the terminal which is just a 3 minute transfer time. The shuttle bus is running approximately every 10 minutes from Bus Bay A.
Delays are expected so please drop passengers off promptly and exit as soon as possible. No charges are in place for this service.
Reduced Mobility / Blue Badge Holders
Passengers with reduced mobility should clearly display their blue badge on approach to the airport and proceed to Terminal Car Park 1 to be dropped off or park.
Long term future bookings
Due to unforeseen circumstances surrounding the significant fire which took place in Terminal Car Park 2 on Tuesday 10th October, your future car park booking for Terminal Car Park 2, has been reallocated to the Terminal Car Park 1. You will receive a separate booking update email advising you of the change.
We understand the distress this incident has caused for our car parking customers, and we recognise many are anxious for answers.
We are working hard to provide those answers as quickly as possible, though this will take some time.
We will provide additional information in the coming days concerning your booking and any alternative arrangements which have been put in place.
Insurance Claims - An ABI spokesperson said:
“Insurers continue to do all they can to help their customers affected by the fire at Luton Airport. We’ve worked with the airport and fellow industry body the Motor Insurers’ Bureau to obtain and share the number plates of the vehicles in the car park, and our members are in contact with their customers. They’re doing all they can to pay any claims as quickly as possible.
“Many insurers have been covering the costs of their customers’ journeys home from the airport, and some have also said they will waive policy excesses or that claims from the fire will not impact no claims discounts. If you have been affected by the fire, speak to your insurer to see what support is available.
“We’re working with Luton Airport and salvage operators on the ground to determine next steps, including whether it will be possible to recover any personal belongings. The car park has suffered extensive damage and it remains the case that no one will be able to enter the building unless it has been deemed safe. We appreciate that the uncertainty may be frustrating and we continue to work with Luton Airport, the MIB, and salvage operators to understand the situation, prioritising safety at all times, and to make sure customers are updated in a timely manner.”
Frequently Asked Questions
What should I do if my car is in the car park?
If your car is in the car park, you should notify your motor insurer. Insurers should now have access to most of the number plates of the vehicles that were in the car park and can advise whether your vehicle has been affected.
The fire service and authorities are working to ascertain the extent of this damage, and to determine at what point it will be safe to enter the car park.
What processes do insurers have in place to determine whether my car has been damaged or if it can be recovered?
We and our members are working with Luton Airport, the car park operator and vehicle recovery specialists to ascertain, as quicky as possible, whether customers cars have been affected.
We have worked with the Motor Insurers’ Bureau to get the number plates of the vehicles in the car park and have shared these with our members, who are contacting customers as quickly as possible. If you suspect that your vehicle may have been damaged in the fire, speak to your insurer to see what support is available.
The safety of all involved is paramount. Insurers are working with the appropriate teams to determine if / when it will be possible to access the vehicles and assess damage.
My car is in the car park but may not have been damaged, what will my insurance cover?
Insurers are working with Luton Airport, the car park operator and vehicle recovery specialists to understand which vehicles can be recovered. If your car is in the car park, speak to your insurer who can advise on what options are available.
Will I get a courtesy car while mine is stuck or while my claim is being resolved?
The offer of a courtesy car is a standard feature in most comprehensive car insurance policies and are subject to availability.
Following the fire at the car park at Luton Airport, some insurers are offering a courtesy car even if they are not included in your policy. Speak to your insurer and they can advise which options are available.
It is standard that courtesy cars are only provided when a vehicle can be repaired, not when they are written off or a total loss. However, some insurers will offer optional add-ons which can be used to request a courtesy car if your car is written off or stolen.
How long will it take to assess the damage on my car?
The car park has been structurally damaged so ensuring it is safe to access is rightly the first priority.
It may take some time before vehicles can be accessed, assessed and/or recovered. Once the car park is safe to enter, insurers will do all they can to inspect the damage on any cars as quickly as possible.
Will the possessions in my car be covered?
Motor policies may offer some cover for possessions that have been damaged or destroyed in the vehicle, so check your policy for any cover and limits.
It’s also worth being aware that your home contents policy may cover this as well. But you cannot claim twice under both policies.
The car park has suffered extensive damage and engineers are currently conducting a structural assessment. Unless this building is deemed safe, it will not be possible for anyone to enter the building to assess the damage to vehicles or for individuals to retrieve personal belongings.
Will an insurer cover my costs for travelling home from the airport?
Some policies may cover the cost of travelling home. We would advise that you check with your insurer.
If I have to claim on my insurance for this fire – what will happen to my no claims discount / will my insurance premium go up?
Some insurers have said that a claim for damage as a result of the fire at the car park at Luton Airport will not impact customers’ no claims discount.
We would recommend that you speak to your insurer to understand the impact of a claim.
Under normal circumstances a no claim discount would be impacted by any claim.
Further advice on the situation at the car park is also available on the Luton Airport website.
Reduced Mobility / Blue Badge Holders
Passengers with reduced mobility should clarly display their blue badge on approach to the airport and proceed to Terminal Car Park 1 to be dropped off or park. be dropped off at the temporary drop off zone located in the mid-stay car park. There is a minibus facility providing transfers for passengers to the terminal building.
Drop Off and Pick up
This service is now operating out of the mid-stay car park with the exception of blue badge holders who should proceed to Terminal Car Park 1 with their blue badge clearly displayed on approach to the airport.
There is a short 10-minute walk from the mid stay car park to the terminal building or alternatively there is a shuttle service available running to and from the terminal which is just a 3 minute transfer time. The shuttle bus is running approximately every 10 minutes from Bus Bay A.
Delays are expected so please drop passengers off promptly and exit as soon as possible. No charges are in place for this service.
By train or DART
Train services to London and the North continue to run as expected and the DART shuttle which runs between Luton Airport Parkway and the airport is now back in operation.
By bus or coach
Bus and coaches continue to operate outside the front of the terminal building, with services unaffected.
For all other enquiries, please call 0345 301 1151 or email luton.customerservices(at)apcoa.com
We would like to thank our customers for their continued patience and understanding
