New Stansted Express customer service desk at London Liverpool Street

Abellio Greater Anglia and Manchester Airport Groupare investing in a dedicated Customer Service Area for the Stansted Expressrail service at London Liverpool Street Station.

The new Service Area will be located next to theexisting Stansted Express Ticket Vending Machines (TVMs) and, it is hoped, willbe 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’ ‘trainto plane’ experience.

The Service Area will contain four ticket machines, a flight informationdisplay screen providing departure information for flights leaving in the next2-3 hours, and a train departure information screen, showing next train andplatform information and service updates.

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

The Service Area will be manned by Abellio Greater Anglia customerservice assistants, who will help passengers with ticket purchasing, generalenquiries, flight and rail information and directions to the correct platformsfor 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, EleniJordan, Abellio Greater Anglia’s Head of Sales Channels, commented, “StanstedAirport is the UK’s fourth largest airport with passenger numbers growing by14% last year and by over 20 million visitors annually, many of whom use theStansted Express train service. We want to ensure these passengers receive excellentcustomer service and up to date information for their entire journey, whichoften starts at Liverpool Street Station and are delighted to work withManchester Airport Group on bringing this customer service improvement to railtravellers.”