Our commitment to you

• 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