Find out more about 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
Read important safety and security information for Southend Airport Railway Station
Up to six peak trains per hour to the heart of London