“The service from APH this time was very disappointing and uncaring. As a disabled person with limited mobility we asked for the cr to be parked near to the exit and were promised this would happen. On returning we were told our car was parked the furthest possible from the exit. When I explained we had been informed it would be nearby and it was plain for all to see I could not do the long walk I was simply told oh sorry in the most insincere tone I have heard then ignored whilst they spoke on the phone. There was no offer to bring the car closer so I had to struggle back outside with my walking stick and lean on a wall whilst my husband who has a crack in his backbone had to struggle down to get the car. Prior to that we rang from the airport to say we were back Nd were told to ring back again when we were at the exit. We rang again and were told to ring back when we got outside. We explained we were being wheeled out right now by special assistance but were told to ring back again . The mini bus drove past us. So we had to ring a third time and I had to sit in the wheelchair in discomfort and wait for your minibus to return to your depot and come back out again. I’m sure you’ll agree this is not satisfactory customer service. To make matters worse we found out our family members paid less than us to park directly at the airport for the same duration. The experience was shocking, extremely upsetting and disgraceful to see you had absolutely no empathy, professional or courtesy!”
Dear Mrs McAllister,
Thank you for taking the time to leave your feedback.
I am very sorry to hear about the difficulties you experienced on your return to Stansted, particularly given your mobility needs and the additional challenges this created for both you and your husband. I fully understand how distressing and uncomfortable this must have been, and I am sincerely sorry that the service you received did not reflect the level of care and assistance we expect to provide.
We will be passing your comments directly to the APH Stansted team so they can review what happened, including the handling of your request for a more suitable parking location and the response you received on your return. This will be addressed with the site to ensure appropriate consideration is given to customers with mobility requirements in future.
In relation to your comments regarding pricing, please be aware that all of our prices are operated via a live system and are subject to change depending on availability at the time of booking. This means that prices can vary between customers depending on when the booking is made and current demand.
We are very sorry again for the distress this situation caused you, and we appreciate you bringing it to our attention.
Kind regards,
The APH Team
“Guys were great and the place is pretty easy to find. Process was very quick. I’ve always used Gatwick, Stansted was like for like. My car was ready with windows open in this heat which was great. Thank you”
“I think we got confused on return journey as we have used gatwick and Luton previously and it was always coach, this was just a people carrier, the driver was a little bit harsh with us. It could have been explained with more gentleness. Told us aph didn't exist, which then put us into a panic.”
