After booking a flight, fast pass, and long stay parking through the company, I anticipated a hassle-free journey. Upon arrival at the long stay parking, the automatic barrier failed to open. There were no staff present, only an unclear intercom. I explained my booking and provided my registration, only to be told that I must have made an error, which was not a polite way to start. Once I confirmed my booking number, I was informed that I had only booked Fast Pass security, but not parking. Despite having a receipt confirming my payment, I was still denied entry and redirected to another parking area, causing me to nearly miss my flight. The Fast Pass was misleading, as it merely moved me ahead in the queue but resulted in delays.
I raised the issue with the company, but they were unhelpful, directing me to the airport's customer service. The initial response stated they had no record of my booking but acknowledged ongoing IT issues. After 11 days of back-and-forth communication, I emailed again on the morning of my return flight, only to receive a reply days later, hoping my concerns had been addressed.
However, I was then denied exit from the parking lot due to a lack of confirmation of my payment, leading to a £540 charge instead of the £67 I had already paid. The intercom operator informed me that these issues were common and suggested booking directly next time.
After explaining my situation, I was asked to email proof to a complicated address. Eventually, I managed to provide the receipt, only to be told that it was a goodwill gesture to open the barrier, which was frustrating since I had already paid in advance. When my frustration became evident, it seemed an apology was required to lift the barrier.
To sum up, the company blamed me for their mistake and threatened me with penalties for future errors. Adding to the disappointment, a customer service representative replied to my email after my return, expressing regret for the delayed response but hoping my issues had been resolved. They had not, as no one had taken any action in 12 days.
Additionally, the airport facilities were in terrible condition, consistently dirty, which is embarrassing for visitors experiencing the UK for the first time, especially compared to European airport standards.
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Official London Stansted Airport website - live information about flights & times, arrivals & departures, and parking & lounges at London Stansted Airport.