Stansted Airport
Reviews and Complaints

Hello, I came from another airport, where my luggage was ok. I arrived here with Ryanair for a connection, so I had to check out and check in. We were a group of employees of Ryanair. Somehow all of them no issues, and on my desk, 77 my luggage was heavier than when I left, and when I put my luggage on the 78 scale, there was a 800 grams weight differences. How is it normal, and how is it normal for the employee to tell me maybe I put some extra inside, laughing to my face, she was calling me a liar to my face and laugh about this, after in front of her I weight the same luggage and two different amounts were shown... And after this my colleagues were ok, passed, they send me to oversized, just to make fun ?

My name is shahid hussain , I was travelling out of airport my flight number ,PC1162 on Monday 10th July at 14:40 hrs from Stan to SAW ,

After scanning my baggage my bag was taken for inspection due to some liquid item and I had cash of £8000, lady security asked me how much cash you have ,my bag was not open in my presence neither allowed me to witness as it always happens every where,I was questioned about my cash which was explained, security person calling her supervisor and she asked few questions which were explained, during all this process my bag was with security person, while her supervisor finished her conversation Securty person handed over my bag , I had quick look on my money bundle and wrapped up my bag as it was very crowded,I managed to jump on to my plain while I settled on my seat went through my bag and noticed 1/2 of my money was stolen by security officer with the help of her supervisor,

My £4000 are stolen by security,

I am returning back to uk on 24/7 /2023 and willing to identify security person and her supervisor.( female)

I am expecting authorities will take required action as soon as possible,

I am quit confident Cctv can detect all what they have done to me,

Looking forward to cooperation.

On Monday 19th of June we flew into Stansted airport from Alicante with Jet2, we landed about 4.30pm. After getting on to the vehicle which moved all of us in need of assistance we then got to where the wheelchairs were and taken inside a building, there were already people there some had been waiting 2 hours to be pushed through. They eventually got taken through and others had partners that could push them, I didn't as my partner also has wheelchair assistance. we were told there was a hour wait, I had a taxi waiting to pick us up so in anger got out of my wheelchair and pushed my wife in hers using my walking stick to help me I had to use one arm to control the wheelchair, that arm recently having had a full shoulder replacement. Then when we got to the carousel to collect the suitcases this was really difficult, I managed to get them off with great difficulty and pain. Then I managed to get the small one under the wheelchair but my dilemma started, I could not use my walking stick and pus the wheelchair and the large suitcase. So I had to give my walking stick to my wife to hold and push the wheelchair with one hand and pull the suitcase with the other through customs and out of the terminal and all the way to the disabled parking spot across the road where my taxi would pick us up. By the time I'd done this I was in a huge amount of pain and discomfort. I do not think this is exceptable to disabled People, we are no different to anybody else. Especially as my injuries were caused while serving in the British Army serving my country. I would like a good answer to this complaint as I will not hesitate to go to the press.

19.05.2023 going through airport security today at roughly 930am my son and husband went through the scanner first it went off so they both got asked to move to the side to do routine checks. My 4 year old son was extremely scared as he didn't know what was happening a man and woman telling him that he needed to take off his shoes in which he didn't because he froze with fear by the time I went through with my 1.5 year old in my arms I was told not to go over to my frightened 4 year old as I wasn't allowed cross "the line" my 4 year old was white with fear and wanted his mother but again I was told not to move over to him as if I was some sort of criminal. Eventually the man and woman scanned him while he was frozen with fear and allowed him through with my husband. My son was in a state of shock to treat a 4 year old like that is an absolute disgrace and not allowing his mother to go over to him is actually a form of emotional abuse. We have travelled to alot of airports and never have been treated in this way by airport security! Absolute disgusting behaviour I understand a job needs to be done but to scare the life out of a 4 year old just isn't acceptable behaviour!

Ryanair BIKMSD FR1802
Date 22 Apr 2023 Time 10.20 - 11.50
Three checks were made of our passports prior to boarding the plane
Refused entry at Corfu airport due to no passport for the main passenger
Returned to UK on same day
By mistake, passenger 2 packed her British passport and her expired Ukraine passport
Main passenger should not have been allowed to board the plane without a valid passport

Booking was GYU9FY on way to Ireland 19 march; Mom had 4 minutes before closed gate thingy... The guy was bad tempered grumpy sour faced; mom was the only one checked; Im complaing on the ground of agism sexism He picked on mom as she was woman and elderly; Sure CCTV will show how grumpy he looked that is professional misconduct Ie intimidation

In the process of having to take off the jacket as she was in a hurry to board as she really nearly could have missed her flightshe left her jacket

I am writing complaint about service at Standsted airport.

My brother was being held because of mistake in the invitation for more than 17 hours in the Airport without letting him use his phone and connect his family. People who work there ignored him and his wife and their requests for help. Really disgusting, indifferent and haughty treatment to their customers!

In the end they sent my brother alone back home to Kyrgyzstan but didn't allow his wife to come with him. The most interesting that they made him believe that they both together could return back home.

I missed my flight just because you change in last minute gate without clear information to passagers. I was seating back of the screen on gate 45 and you change for 41 before that I was checking twice was clear Gdańsk after when I was check in they said flight is to Krakow. I need to change all plans and buy new ticket even I was there nobody gives clear information about changes.

Flight number FR6085 31/01/2023

Elzbieta Smolinska [protected]@gmail.com

[protected]

My father and his wife were returning back to Czech republic. She has a diabetes, has a card and a special letter, she has to eat and drink regularly. She had a sealed small bottle of water and this was taken of her at security even thought she has a doctors letter. There was no explanation or discussion. They both do not speak any English. When they travelled rom Brno airport, she had same size bottle of water and she showed her doctors letter, they put the bottle for scan and aske her to drink from it and was able to take it. But not at Stansted. They had no English money to buy any drink for her, they had more than hours to wait before the flight, then over 2 hours of flight and then to find somewhere for drink. They couldn't ask as they don't speak English. This was unacceptable as no explanation iven, didn't even look at the letter. Appalling treatment. What is she supposed to do?

This was 16th January about 15:30.

Regards

Eva Collins

I am writing to complain about the signage for the boarding gates at Stanstead International airport. I was due to fly to Palma, Mallorca (STN - PMI FRI1202 Booking ref GHCB7Q) last Thursday 13th January at 6.25am (arriving 9.45am) but heading for gate 56 (bunched within the chain 50 - 59 as I recall) it was no longer displayed once I had passed through the perfume lounge. On arriving at the passage ending in gate 56 - the number for which I was headed - it had simply disappeared.

This caused me disproportionate fear and anxiety, as a result of which I backtracked to find someone to ask, by which time the gate closed and I was checked off the list.

I missed the event I was scheduled to attend in Mallorca, losing a deposit of 100 euros, aswell as travel/ petrol money to and from the airport not to mention the unknowable cost of the undue distress and misery incurred.

Granted I was already late, having got delayed at the parking bays but my experience was that the signage caused me to lose vital last minutes and as a result I was checked off the flight list and missed the flight.

Today 08/11 while I was flying back to my country I have been humiliated and offended by a police officer at the security gates control. This happened when I was going to catch my flight from London to Milan around 6pm. As I was in a rush I acknowledge that I didn’t package properly even though this was the case all the liquids were under 100 ml how the rule applies. This police officer took my bag and started to bin my items opening gifts boxes and also my makeup which is not a liquid. Furthermore I was trying to tell him to be faster as I had 10 mins left to catch my flight he took all my items and gave me my luggages back with the half of items. This hurted and frustrated me a lot, he didn’t behave professionally and he treated me so rudely and I was speechless at his behaviour as I was worrying to miss the flight. I am writing this because I would like that action will be taken against this officer and put someone more professional and who knows how to treat customers. Unfortunately I don’t have much as reference to describe the officer. I hope that you can assist me with this complaint and help me to get back my goods or the amount.

Thank you.

Security officer deemed my liquids and my newborn liquids to be a threat and requested additional checks. When returning my tray I didn’t realise he did not return my property, both my liquid carry case and my infants.

My case consistent of my expensive straightening aligners and perfume whilst my infant her teething medicine.

I consider this behaviour neglectful and theft of personal items.

My mother , Suzanne Damazer, nearly 92, flew with Ryanair from Perugia last Friday - 27 May.

Flight FR4953.

She was left on the plane for an age. There was no wheelchair to get her from the tarmac to the terminal . Eventually an ambulance of some sort came. It was over an hour. She had paid £112 for a mincab to take her from the airport to her flat in North Finchley.

You will be aware of Frank Gardner's campaign on this matter. It is disgraceful.

On 01/05/22 at 0835hrs I was traveling with you to Poland from Stansted Airport, flight no. FR8405.

Before boarding, your crew of 4 people at gate 87 were standing in a close circle enjoying their company in a very joyful mood, with no face covering. At the beginning of the boarding process, they put their masks on and one of them shouted loudly and rudely "I will tell that ONLY once, you form the queue and put the masks on!".

While they were carrying on their duties they were shouting every few minutes "You people put the masks on or you’re not flying!" in a very aggressive and commanding manner, shoving no respect nor professional approach. This behaviour was definitely unreasonable as all of the people followed their commands with no arguments.

I was sitting next to the desks observing the situation, shocked how unprofessionally, impolite, despicable and disrespectfully they acted towards your customers. While the queue was moving and I was waiting for my turn to join it in, one of your employees asked me if I was flying. I confirmed and then she commanded me to join in the queue right now because if I do not they will close the gate and I will not be able to fly. I answered that there are still people in the queue and there are still 10 to 15 minutes before closing the gate. They all replied that they assure me that they will close the gate whenever they like and I will fly nowhere. When the queue got shorter I stepped in it, then one of the boarding staff shouted at me “Put your bloody mask on”. I replied that I will wear it when I approach the gate then I put it on, but they shouted again 'Do it properly and quickly otherwise I will kick you out just like that'. After boarding on my way to the plane one of them shouted to me twice at the top of her lungs 'Make sure you got your bloody mask on'. Then I stopped, turned around and came back to the desk to collect their names for a formal complaint for their unacceptable behaviour. One of them just ran away towards the terminal, the other three refused to do it and on top of that, the most aggressive one, threatened 'you're not flying anywhere' and she attempted to check in the system if I have any luggage on the plane already as it needs to be taken back. I ignored her and approached the plane.

I have flown many times, also using your service and I have never come across such bullying, despotic, aggressive and intimidating behaviour, which is really pushing me back from using your service again in the future. I feel extremely disappointed, especially seeing the poster displayed in many places of Stansted Airport, which you can find in the attached file.

I would like to add that I do understand and respect that Ryanair has their own regulations against Covid19 and it is your employees role to remind them to your customers. However, they shall do it in a polite, friendly and professional manner rather than treating the customers like rubbish.

Disgusting customer service! I had problems regarding the liquids wich you can carrie in your cabin luggage. On the security check member of staff who was pushing the trays to the scanner refused to take my cabin bags as " I was not allowed to have more than 100ml of liquids with me" . I am copying the policy they post to their website for your information: https://www.ryanair.com/gb/en/useful-info/help-centre/faq-overview/Baggage/What-liquids-can-I-carry-onboard
I had in total 500ml of liquids all sealed in a seetrough bags ( she aksed me to split them in 2 transparent bags) and she made me bin an expencive body lotion and a fragrance without giving me a chance to post my goods to home or use storage on the airport. She kept me there for 20 min and when I asked to speak to manager she refused to contact me to one and I needed lituraly shout for somebody. On the top of everything she was rude by yelling at me and saying " who you are to teach me my job? You need to do as I am saying." Even told the people around me that I might br having explosive liquids with me. I felt so embarrassed and angry. She didn't have name badge on her so can't tell names. Finally when menager came he said that she shouldn't be holding me and I am doing nothing wrong. That cost me running for the flight and lost of £100.00 in the bin. I am still very angry and won't let go! This behaviour is unacceptable!

Ref:
5th August 2016
Flight Ryanair FR8853
Meet & Greet Reference SLMG2283193

I am writing to complain about my experience at Stansted Airport on Friday 5th August which due to the chaos at your Meet & Greet car parking and terrible security clearance which resulted in our family missing our flight.

We arrived at Stansted airport for our Ryanair flight a bit late due to accidents causing hold ups on the journey but we arrived at about 3.30 for our 4.40pm flight on Ryanair FR8853. Unfortunately this is when the problems started, first of all there was traffic backed up because the barrier to the Meet & Greet car park was not working, when we finally got through we parked the car and went to the Meet & Greet office to hand over the car keys.

When we arrived at the Meet & Greet office it was chaos, excessive queues of people waiting, people complaining about lost cars/keys, this caused a delay with us getting to the check in desk. However we still made it in time for check in and checked in with Ryanair for our flight.

We then went to security to go through to departures, here again we were delayed, myself and my wife went through security after quite a wait in line but my daughter and 2 year old grandson were stopped for further searches, the security staff took bags and some soft toys from my daughter for further checks and left her standing by a desk with her son in the buggy. My daughter waited there for some time but no one returned with her bags and the child's soft toys, eventually concerned about the length of time I had been waiting for my daughter and grandson I returned back to security and found her standing at a desk not knowing what was going on.

I then searched for someone to speak to about her belongings which hadn't been returned, I then discovered that they had been put back through the scanner and some items were sitting on the conveyor waiting to be picked up. The soft toys were not there though so we had to leave without them. I can not believe that security staff would leave a mother and child without any explanation what they were doing or tell her where to pick up her belongings, how did they expect a mother with a buggy to get back through all the people to pick her belongings up?

The delay in security meant we had to run through the departure area to our gate only to find out the gate had been closed 2 mins previously.

We then had to get back out of the departure area of the airport, no one could tell us where to go and this was also a terrible experience, eventually we found our way back out by following Emergency Exit signs and collected our off loaded luggage.

We then returned to Meet & Greet to get our car back where we were met by total chaos, there were queues of people snaking out of the office and along the walkway, the staff didn't have a clue what was going on and had lost keys and cars, people were complaining, children crying. I have never seen such a mess.

After waiting for over 90 minutes and repeatedly asking when I would get my car keys I was offered my keys, only they were not my keys they were the keys to someone else's car! 40 minutes later I finally got my keys.

The chaos at your Meet & Greet service caused us to miss our flight and I had to book another outbound flight for the following day with Air Malta (the only airline with anything available) at a cost of £1, 397.88. We also lost the payment we had made for a car hire which was £347 as we were classed as a no show because we could not rearrange the booking.

As I am sure you can appreciate I am furious that these problems were all created by your Meet & Greet service coupled with Stansted Airport's security clearance and would like to know what you propose to do with regard to compensating for the loss. My suggestion would be to pay me for my loss which totals £1830.88 (this includes Meet & Greet car parking £86.00).

Sunday morning 3/1/16, 5.15am There was complete chaos in trying to exit the set down area this morning. This has happened previously to me but not to this degree, it was a complete shambles and took me 45 minutes to exit. I was fortunate! on returning to the M11, the que on the otherside of the road trying to enter the setdown area had tailbacked two roundabouts. I had dropped my daughter off at 5.15 and then had the £2.50 ready for the barriers. it took me so long to get to a barrier the charge came up at £32.50. I and every other user was fuming. It does not cost at Gatwick or Heathrow for set down/pick up. This is a complete rip off and a money making nonsense. Once I got to the barrier, I pressed the help buzzer and advised that I had placed the £2.50 in the basket and the woman lifted the barrier. there was just one man there trying to assist. Other busy periods will be the same! sort it out. A Gundersen, tel [protected]

My Daughter Miss Gemini Sim was on the flight from Athens to London on Sunday 19th July, I have enclosed a photocopy of the Boarding pass for you information as to the references so that you can pinpoint the shift of the passport control staff on duty at that time.
I also enclose a photocopy of her passport so you can see her age and verify with the members of staff involved that they had the below mentioned dealings with her.
Gemini has finished her exams for the year and as she has had many anxiety problems and panic attacks I the last year, she took a 10 day trip with Annabel Burgess to Greece to take a well earned rest. The first trip they had made without parents. The trip was amazing. On her return to Stanstead she was informed by a member of your staff that she did not look like her Photograph in her passport. Gemini is now 21, as you will see from the Photocopy of the Passport, it was taken when she was 17, she has had a good many different hair styles and colours since then.
At first Gemini thought the staff were having a joke with her as she is very pale skinned and beautifully well spoken, so not an immigrant in any way. Unfortunately the member of staff began goading her as to how he hoped he had spoilt her trip! Gemini offered him her student card and bank details which he seemed to not be interested in. He seemed to only be interested in embarrassing her and making her stressed. Her bag had previously been searched and obviously found to have nothing of interest in it.
Gemini was made to sit in an area in full view of all other passengers, where she was made to feel like a criminal. She was there for a long time in which she got very upset as she was tired from travelling and wished to continue her journey home. No checks were carried out as none of her ID was taken for checking, it seemed that the staff were bullying her for reasons I cannot understand.
Eventually she was released with no apology or reason given as to why there had been the considerable delay. She still looked the same and her passport picture hadn’t changed so we are unclear as to what happened in the time it took to shame and demoralise her.
Gemini is due to fly with her Boyfriend and his Mother to Portugal unfortunately from Stanstead in the near future, She is obviously very fearful of this given the treatment she received at the hands of your staff as she will be using her valid passport.
Personally I am horrified at the treatment and apparently callous way she was treated by middle aged men who should know better or be re trained immediately. I request a full investigation into this matter and expect a reply within 14 days.

Good afternoon, my name is Filipa Carvalho and I live in Oporto, Portugal. My family (mother and sister) and I've never been so badly treated and humiliated as we were in your Stansted airport.
The situation occurred on May 18, 2011 at Stansted Airport, where we were to catch our plane flight to Porto with Ryanair departure time at 9:45 in the morning. At the boarding gate an employee asked us to put the luggage of my mother in a box to confirm the size of luggage ... informed us that for about 1cm baggage would have to go in the basement and had to borrow 40 pounds. We do not understand the situation but obviously not refuse to pay, and my sister made the payment immediately!
To understand the situation I questioned another employee, my mother's luggage had been accepted at the airport in Oporto Sá Carneiro and have gone with her on the plane and now with the same bag with the same weight and same dimensions, be refused and now in London need to go into the basement. The two employees were not interested in explaining to us the situation and the whole conversation with face of joke, that most seemed to enjoy us and humiliate us. My sister because of this visible lack of respect, asked the employee who identified himself. The clerk of the airport refused to give her name and told to shut up and called her stupid.
Immediately came a man who also works at the airport (do not know what position / function of it at the airport) he wanted to understand the situation and he tried to calm us, but it was impossible we could not even hear it even, because we were insulted by worker's own airport ... she told my sister "Shut up, stupid girl."
We tried to explain the situation to this gentleman explained to him that the clerk of the airport insulted my sister, even after we make the payment and we wanted to talk to someone in a senior position to complain and to claim! In subtle and in a threatening tone of voice he told us "If you guys come back to talk about that which the employee insulted your family, you do not board the plane."
With this threat and shame and humiliation by staff, we were even more nervous and we only thought about going back to our country.

We got on our plane and we headed to the hosts of Ryanair to present, the hosts were not surprised because they said it was usual those two employees in question (the balcony door stansted shipping) are rude and bad mannered with Portuguese / Spanish / Italians, they immediately gave us your website to the complaint.
I have also noted that during this discussion, the officials spoke only English, refusing to speak Spanish or another language. How is it possible that an airport in England are working employees who only speak English?

Imagine how we feel and the idea that we get from the airport in London ... we get a very bad idea!
Believe that we feel very humiliated, they joked with my family and me.
I hope these officials are held accountable for what they did to my family and me. The situation at issue is not the money we pay for luggage, but the lack of education officials present at the counter, checking the luggage that is next to the boarding gates.

Regards, Ana Filipa Carvalho

In March 2011 I travelled through Stansted airport. I did not receive a plastic liquid bag nor did I see any signeage whatsoever that I needed to buy one prior to clearing the queue. I had my liquids in a see through plastic wrapper I had found at home. I was told after clearing security and after a very long wait (20 minutes) that I could either leave security, buy a bag from the shop and requeue or lose my liquids. At that point I would have lost my flight so I had to bin £30 worth of liquids. STANSTED NEED TO MAKE IT CLEAR THAT YOU HAVE TO BUY A SECURITY BAG PRIOR TO CLEARING SECURITY OR OFFER THE OPTION TO BUY ONE AT THE SCANNING MACHINE