29/09/2026
LONDON STANSTED AIRPORT - STANSTED MATTERS
DO NOT USE STANSTED MATTERS!!!
This is the email I have had to send them today! ABSOLUTELY TERRIBLE
🚨Dear Sir/Madam,
I am writing to make a formal complaint regarding the meet-and-greet parking service we recently received at Stansted Airport.
We dropped our vehicle off at the Green Short Stay Car Park at approximately 1:00pm on Wednesday 16th September. The vehicle was handed directly to a representative of your company.
At the time of handover, the vehicle had 37,761 miles on the clock and approximately half a tank of fuel. We have photographs and timestamps confirming the mileage, fuel level and condition of the vehicle when it was handed over.
We also deliberately left a £1 trolley coin inside the vehicle so that we could check whether our belongings had been disturbed while the car was in your care.
We returned to Stansted at approximately 1:00am on Thursday 24th September and contacted your company after landing to advise that we had arrived and needed our vehicle returned.
What followed was completely unacceptable. Despite making eight phone calls, we were left waiting for almost four hours, with our vehicle eventually being returned at close to 5:00am.
When the vehicle was finally returned, we discovered that:
* The vehicle was extremely dirty.
* The mileage had increased from 37,761 to 37,926 miles — an increase of 165 miles while we were out of the country.
* The £1 trolley coin we had deliberately left inside the vehicle was missing.
We have documented and photographed the vehicle both before and after it was left in your care and can provide this evidence, including timestamps.
I would like a full explanation as to why our vehicle travelled 165 miles while it was supposed to be securely parked in your care, who was driving it, where it was driven, and for what purpose.
I also want an explanation regarding the missing property from inside the vehicle and the unacceptable delay of almost four hours in returning it to us.
I specifically chose a meet-and-greet service because my parents have mobility issues, and the purpose was to make travelling as straightforward and stress-free as possible for them. Instead, we were left waiting at Stansted Airport until nearly 5:00am and subsequently discovered that our vehicle appears to have been used extensively while we were abroad.
This raises very serious concerns regarding the security and handling of our vehicle while it was in your possession.
Before we take this matter further, including considering legal action and reporting the unauthorised use and missing property to the appropriate authorities, I am giving your company the opportunity to investigate and provide a satisfactory explanation and resolution.
Please treat this as a formal complaint and provide a written response addressing each of the issues raised above, including:
1. An explanation for the additional 165 miles.
2. Details of where the vehicle was stored during the entire period it was in your possession.
3. Details of who had access to and/or drove the vehicle.
4. An explanation for the missing property.
5. An explanation for the almost four-hour delay in returning our vehicle.
6. Details of what compensation/refund you propose for the service we received.
Please preserve any records relating to our vehicle and booking, including vehicle movement records, driver records, collection and return records, GPS/tracking information (if held), photographs and CCTV footage, as these may be required should the matter need to be escalated.
I would appreciate a substantive written response within 14 days of this email.
I hope you will take this complaint seriously and provide a satisfactory explanation and resolution without the need for further action.
