New Stansted Express customer service desk at London Liverpool Street

Tuesday, 16 December 2014

Abellio Greater Anglia and Manchester Airport Group are investing in a dedicated Customer Service Area for the Stansted Express rail service at London Liverpool Street Station.


The new Service Area will be located next to the existing Stansted Express Ticket Vending Machines (TVMs) and, it is hoped, will be open for business early next year.


Abellio Greater Anglia, operator of the Stansted Express train service, and Manchester Airport Group, who operates Stansted Airport, hope that the new, dedicated Customer Service and Information Area will improve customers’ ‘train to plane’ experience.


The Service Area will contain four ticket machines, a flight information display screen providing departure information for flights leaving in the next 2-3 hours, and a train departure information screen, showing next train and platform information and service updates.


There will also be an Information Desk where timetables and information leaflets will be displayed.


The Service Area will be manned by Abellio Greater Anglia customer service assistants, who will help passengers with ticket purchasing, general enquiries, flight and rail information and directions to the correct platforms for trains to Stansted Airport.


The customer service assistants will also have access to a tablet device, helping them to provide customers with up to minute information.


Welcoming the commencement of works to install the new service area, Eleni Jordan, Abellio Greater Anglia’s Head of Sales Channels, commented, “Stansted Airport is the UK’s fourth largest airport with passenger numbers growing by 14% last year and by over 20 million visitors annually, many of whom use the Stansted Express train service. We want to ensure these passengers receive excellent customer service and up to date information for their entire journey, which often starts at Liverpool Street Station and are delighted to work with Manchester Airport Group on bringing this customer service improvement to rail travellers.”