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Welcome to London Southend Airport

Our commitment to you

At Southend Airport Station

  • Our complaints handling process is designed to be easily accessible and user friendly
  • Our staff are fully trained in handling complaints in a professional manner
  • Complaints will be fully and fairly investigated
  • Complaints resolution is given a high priority by senior management
  • We will endeavour at all times to reach a satisfactory outcome to complaints for all parties involved
  • We will advise you of any right to be represented and signpost you to relevant passenger watchdogs
  • We shall constantly strive to improve customer satisfaction with our services and facilities
  • We base our standards on customer requirements and recognise a customer’s right to complain when those standards are not met
  • We will respond to legitimate customer complaints in a friendly, professional, timely and effective manner
  • We are party to the industry’s Claims Allocation and Handling Agreement (CAHA) which we must comply with regarding claims for loss, property damage or personal injury
  • London Southend Airport is committed to protecting and respecting your privacy when using our services
  • We have developed our Accessible Travel plan (ATP) to help people with a disability or requiring assistance. Full details are included in our policy
  • Confirmation from the Office of Rail and Road (ORR) that we meet legislative requirements and provisions necessary for the safe operation of our station
  • We think it is important to listen to our customers, details of how to make a complaint are included in our Complaints Handling Passenger Document. We also appreciate any positive feedback you may wish to give us