Feedback, performance and consultation

Your experience

Tell us about your recent London Stansted Airport Passenger Assistance experience. Your feedback helps us to improve our service for the future.

By post: 
Our Address: Stansted Feedback Team, London Stansted Airport Limited, Enterprise House, Bassingbourn Road, Essex, United Kingdom. CM24 1QW

Online: 
To email your feedback, please visit our dedicated customer feedback page 

Dispute resolution:

Should you wish to escalate a complaint about special Assistance to a dispute resolution service, you can contact the CEDR Aviation ADR Scheme.

The Centre for Effective Dispute Resolution (CEDR)

100 St Paul’s Church Yard

LONDON

EC4M 8BU

aviation@cedr.com

+44 (0)20 7536 6000

Assisted Travel service questions

We work with ABM Aviation, who provide assistance services at London Stansted Airport.

To book assistance you need to request this through your airline at the time of booking, or at least 14 days before flying where possible. Once booked, if you have questions or concerns about the assisted service specifically here at London Stansted, you can email EmailUsForConfidence@ABM.com. This is for passengers both departing from and arriving at London Stansted.

Any changes to your booking or questions about assistance once on board should be directed to your airline.

Our performance

View our Service Standards Performance below, highlighting our performance in relation to standards we expect to meet in terms of pre-booked and non-pre booked assistance when travelling through the airport. 

Download our PRM Quality Standards Reports below (in PDF format):

Oct 2023 - Mar 2024
Summer 2023
Winter 2022/2023
Summer 2022
Winter 2021/2022
Winter 2020/2021
Summer 2021
Summer 2020
Winter 2019/2020
Summer 2019
Winter 2018/2019
Summer 2018

SAFE (Stansted Access For Everyone) Forum

The SAFE Forum is a consultative committee which meets quarterly, to allow London Stansted to seek feedback and advice from disability groups and individuals.

The Forum has held meetings on the following dates. Minutes from each can be found by clicking on the date.

• 5 March 2024

• 5 December 2023

• 27 September 2023

• 13 September 2023

• 30 March 2023

• 29 November 2022

• 16 November 2021

• 31 March 2021

• 22 September 2020

• 11 February 2020

• 21 November 2019

• 16 July 2019

• 16 April 2019

• 22 January 2019

• 17 October 2018

• 10 April 2018

• 17 January 2018

In addition to the above, on the 27 June 2018 the Consultative Committee undertook an airport audit followed by an opportunity to discuss their observations directly with the STN management team.