Lois Larson
London Stansted Airport has received a lot of negative reviews online, with some travellers even deeming it the worst airport in London. The airport has been criticised for long security queues, poor customer service, repetitive announcements, car parking issues, high airport costs, missed transfers, and rude staff. Travellers have also complained about the lack of electronic gates, poor Wi-Fi, and non-functioning charging stations. However, not all reviews are negative, with some praising the airport's special assistance services, friendly and professional staff, and swift security checks.
| Characteristics | Values |
|---|---|
| Security check | Slow, long queues, understaffed, disorganized, confusing |
| Staff | Unhelpful, rude |
| Bag drop | Issues with bag restrictions and scanning |
| Connectivity | Poor Wi-Fi |
| Jetways | Non-functional |
| Passport control | Long queues, insufficient electronic gates |
| Overall experience | Chaotic, stressful, negative |
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What You'll Learn
Long security queues and wait times
While some passengers have praised Stansted Airport for its efficiency, with one passenger claiming that they "never had to wait more than 10 minutes" to clear security, many others have complained about long security queues and wait times. Travellers have reported waiting between 25 minutes and 2 hours to get through security. One traveller claimed that the security check was a "complete disaster, engineered to maximise the chances of having a stress-induced stroke and missing your flight".
Some passengers have attributed the long wait times to the slow processing of security checks, with one traveller claiming that despite the crowd, security insisted on going through every single procedure in the slowest possible way. Others have pointed out that the long queues are due to the large number of people arriving at the airport 3 to 4 hours before their flight, as advised by the airport.
Some travellers have also complained about the lack of staff at the airport, which has resulted in long queues not being managed efficiently. One traveller noted that at most airports, if the security line is long, staff members will be on hand to check for people with shorter connection times and move them up the queue. However, this was not the case at Stansted, where they observed only two security points open with six flights left for the night, resulting in a 90-minute queue.
In addition to the long security queues, passengers have also complained about the lack of seating in the airport, with one traveller noting that it can sometimes be difficult to find a place to sit down. This can be particularly challenging for those with young children or those who need to rest after a long journey.
Overall, while some passengers have had positive experiences at Stansted Airport with minimal wait times, others have faced long security queues and wait times, often due to a combination of factors including slow security checks, large crowds, and a lack of staff to manage the queues efficiently.
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Poor customer service
London Stansted Airport has received a lot of negative reviews online, with some passengers even going so far as to call it the "worst airport in London". Many of the complaints centre around poor customer service, with reports of rude staff who seem uninterested in helping passengers with their queries or problems.
One traveller described their experience at Stansted as "astonishingly bad", citing limited and obtuse information on the website and a lack of staff at the airport to provide assistance. They also mentioned the impossibility of speaking to a human via phone, email, or text message, which made it difficult to get answers to questions or resolve issues before travelling to the airport. This review highlighted the airport's apparent lack of engagement with customers and focus on financial exploitation.
Another review mentioned the ""disaster" of the security check, where despite the crowd, security staff insisted on following every procedure slowly, causing some passengers to miss their flights. The reviewer tried to speak to customer service and staff about the issue, but they were met with rude responses and told that they should have arrived at the airport even earlier. This indicates a lack of accountability and empathy on the part of the airport staff.
Some passengers have also reported issues with the airport's infrastructure, such as non-functioning jetways, steep staircases, and a lack of working recharging stations, which can be especially frustrating when combined with long wait times.
However, it is worth noting that not all reviews of Stansted Airport are negative. Some travellers have praised the special assistance services, friendly and professional staff, and swift security processes. These positive experiences highlight that while there are areas for improvement, Stansted can also provide a satisfactory, or even exceptional, airport experience.
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Inadequate facilities and infrastructure
London Stansted Airport has received a significant number of negative reviews, with many passengers reporting inadequate facilities and infrastructure. One of the most common complaints is the lengthy security queues, with some passengers reporting wait times of up to 2 hours. This has resulted in passengers missing their flights, which is unacceptable. The security process itself has also been criticised for being overly rigorous and time-consuming, with passengers reporting that even those with shorter connection times are not given priority.
The airport's physical infrastructure has also been criticised. One passenger noted the absence of working jetways, requiring passengers to climb up and down steep staircases to board and disembark their flights. This can be especially challenging for those with mobility issues or heavy luggage. In addition, the airport's seating availability has been called into question, with limited seating areas causing discomfort for passengers awaiting their flights.
The lack of functional charging stations has also been a source of frustration for travellers, who are often desperate to recharge their electronic devices before boarding their flights. This is a basic amenity that many modern airports provide, and its absence at Stansted can be inconvenient and frustrating for travellers.
The airport's connectivity has also been a point of contention, with reports of unreliable or non-existent Wi-Fi. In today's digital age, travellers rely heavily on internet access to stay connected, work remotely, or simply entertain themselves during layovers. Poor Wi-Fi can impact not only the comfort of travellers but also their productivity and ability to stay connected with the world.
Furthermore, the airport's baggage drop process has been criticised for its inefficiency. Passengers have reported last-minute changes in hand luggage restrictions, such as the requirement to remove hair straighteners from bags before scanning. These changes are often not clearly communicated in advance or through appropriate signage, causing confusion and frustration for travellers.
While some positive reviews exist, acknowledging efficient security checks and friendly staff, the prevalence of negative feedback regarding inadequate facilities and infrastructure at Stansted Airport is difficult to ignore. These issues can significantly impact the overall travel experience, causing stress, discomfort, and even financial losses for passengers.
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Delays and missed connections
One traveller noted that, unlike other airports, Stansted does not have staff members on hand to identify passengers with shorter connection times and move them to the front of the queue. This can result in passengers with imminent departure times being stuck in long queues, ultimately leading to missed flights.
The number of security checkpoints open at any given time also appears to impact wait times. In one instance, a traveller noted that there were only two security points open, despite six flights departing that evening, including two to Israel, which required additional security measures. This resulted in a 90-minute wait time, causing significant inconvenience to passengers.
In addition to security delays, travellers have also reported issues with baggage drop-off and passport control, further contributing to missed connections. One traveller shared their experience of a ""chaotic" passport control system, which resulted in them missing their transfer bus. Another common complaint is the lack of working jetways, requiring passengers to climb steep staircases to enter or exit the aircraft, creating delays for those with mobility issues.
While some travellers have praised Stansted's special assistance services, particularly for travellers with autism, others have criticised the airport for its lack of staffing. Some reviewers have described the airport as "understaffed" and "badly organised," with staff failing to provide adequate assistance or information to travellers.
To avoid delays and missed connections, travellers are advised to arrive at the airport well in advance of their departure time, with some airlines recommending a minimum of three hours. However, even with early arrival, travellers have reported experiencing lengthy security queues, indicating that the root of the problem may lie in staffing and organisational issues.
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Lack of seating and overcrowding
While some passengers have praised Stansted Airport for its efficiency, cleanliness, and fast security queues, others have complained about overcrowding and a lack of seating.
One traveller on Trustpilot described their experience at Stansted as "astonishingly bad", citing limited information on the website and a lack of staff at the airport and parking options. They also characterised the airport as "chaotic", claiming that the system in place resulted in them missing their transfer bus. Another reviewer on the same site complained about the long passport queue for UK citizens and the insufficient number of electronic gates, urging the airport to invest in improving the experience for customers.
Reviews on Tripadvisor also highlight the issue of overcrowding and long queues at Stansted Airport. One passenger shared that they had to wait 90 minutes in the security line, observing that there were only two security points open despite several flights departing that night. They also noted the absence of staff members who could help prioritise passengers with shorter connection times. Another reviewer mentioned that it can be challenging to find a place to sit down upstairs in the airport.
The issue of overcrowding is further exacerbated by the early arrival of passengers, as recommended by airlines. For example, Air Berlin recommends arriving at the airport one hour before departure, but some passengers plan to arrive even earlier due to concerns about potential delays. This results in a high concentration of people in the airport, leading to crowded spaces and long queues at security checks, restaurants, and cafes.
While some passengers have reported efficient security checks at Stansted Airport, taking as little as 10 to 25 minutes, others have experienced significantly longer wait times of up to two hours. These discrepancies in wait times can be influenced by various factors, including the number of security lanes open, staff efficiency, and the volume of passengers.
In summary, Stansted Airport has received mixed reviews regarding overcrowding and the availability of seating. While some passengers have encountered efficient processes and minimal wait times, others have faced significant challenges with long queues, limited seating, and a lack of organisational support. These issues can contribute to a stressful travel experience and, in some cases, even result in missed flights.
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Frequently asked questions
Stansted Airport has been rated as \"bad\" with several negative reviews on Trustpilot. Travellers have reported issues with repetitive announcements, car parking, airport costs, missed transfers, rude staff, and long queues at passport control. However, it's important to note that not all reviews are negative, and some travellers have praised the airport for its efficiency, cleanliness, and fast security queues.
Many travellers have reported long wait times at security, with some claiming it took them up to 2 hours to get through. There have also been complaints about the lack of clear information regarding security procedures, such as the requirement to remove hair straighteners from bags before scanning.
Yes, in addition to security concerns, travellers have reported problems with bag drop and the lack of working jetways, requiring passengers to climb steep staircases to enter or exit the aircraft. The airport has also been criticized for its poor connectivity, with unreliable Wi-Fi and a lack of functioning recharging stations.
While Stansted Airport has received criticism for delays and cancellations, it's important to note that major airports across the country have also faced similar issues. In recent weeks, Stansted has had a relatively small number of flight cancellations compared to other airports such as Manchester and Birmingham. However, travellers have still reported delays and missed transfers at Stansted.
