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Frequently Asked Questions

Our aim is to help you as quickly and efficiently as possible, if your query is not answered below, then please contact the airport on the number listed at the bottom of the page. We have broken the questions up into six areas of information:

As a general rule you should check in minimum two hours before the scheduled departure time of your flight. 

Check the instructions and check-in opening times on your airline ticket or documents from your travel agent or booking website. If you are still unsure please check with your airline directly. 

Please read the information on our tips & advice section

If you have any further queries visit the Department for Environment, Food and Rural Affairs (Defra) website for more details. Please note, it is illegal to bring in banned products, or amounts of products that exceed any weight limits that apply. They will be seized and destroyed, and you may be liable to prosecution.

There are different requirements for entry into the UK depending on your nationality, country of residence, country of departure and the reason/duration of your visit. Please ensure you have the necessary documents/permissions before you travel or you could be refused entry into the UK.

Further information can be found at can also visit our destination guide section, where our partner Whatsonwhen lists information on visa requirements for the UK and many other countries.

My passport has expired/been lost/stolen. Who do I contact?

If you are a UK citizen/passport holder and your passport has been lost/stolen in the UK go to the Identity and Passport Service website for further instructions on reporting your missing passport and getting a replacement.
If you are a UK citizen/passport holder and your passport has expired you should also visit the Identity and Passport Service website to find out how to renew your passport.

UK citizens who lose their passports while overseas should report the loss immediately to the local police and the relevant British consulate/embassy/high commission. A list of these can be found at, and it maybe worth noting the details of the nearest embassy to your destination before you travel.

Foreign nationals who lose their passport while in the UK should inform the local police and contact their relevant consulate/embassy.
Having photocopies of all important documents (passport, visas, tickets, European Health Card (EHIC), travel insurance, driving licence, etc) and keeping them separate from the original documents, will help you resolve matters more speedily should you lose anything. If there are two or more people in your party you could exchange photocopies to minimise the chances of all documentation being lost.

Stansted Airport, like all other public buildings in the UK, meets the minimum standards for disabled access as laid down by the Equality Act, but we strive to go beyond what must legally be provided. We aim to offer all our passengers good facilities, easily accessed and well signposted. We also want all our customers to feel included in the travelling experience, regardless of any special needs they may have. Visit our special assistance pages to find out more about the facilities available.

If you have lost items within the airport itself please contact the lost property office at the airport.

If you have lost items while on an aircraft or airline bus, please contact your airline directly – airline telephone numbers can be found on our destinations database.

Please visit our terminal information pages, which list the facilities available at Stansted Airport. If you need further help or directions when you get to the airport, please go to the information desks, where staff will be happy to help you.

The airport information pages of our website contain maps of Stansted Airport and its facilities. You will need to download Adobe Acrobat (available on each of the pages) to view the maps, and in some cases launch Flash. Should you be unable to do this, please remember that we have printed pocket guides, including floorplans, available to all customers at our airport – they can be collected from the information desks or freestanding displays.

We are sorry if you have had had a problem with either our website or our airport. Please let us know your thoughts, both good and bad, and hopefully we can use your feedback to build better services for all our customers. Please visit our feedback pages in the Help & Advice section.

Baggage allowances are set by each individual airline. If you can not find this information from your ticket or booking agent, then please visit our airline database where you will find a contact number for your airline.

For packing tips and information on items that must not be carried on board a flight or within your hold luggage please visit our packing pages.

As a diabetic, I’m worried that syringes/injection pens may not be allowed in hand luggage.

Please speak to your airline about your requirements before travelling, but be reassured that if you have a genuine medical condition (supported by a letter from your GP or hospital) then there should be no problem with taking such items on board the plane.

All such items are prohibited from hand luggage and from being carried on board a plane on your person. Please make sure that they are packed in your hold baggage as items confiscated at security control will not be returned to passengers.

A very small number of airlines have these kind of restrictions on hand baggage. Please confirm with your airline. Remember that hand luggage should be kept to a minimum.

We recommend you pack undeveloped film in your hand luggage. Special arrangements can be made for photographers with large quantities of film who wish it to be carried in the hold, by arrangement with your airline. Passengers should be assured that undeveloped film carried as hand luggage is safe.

Please visit our advice for photographers page for further information.

There are left baggage facilities at the airport. Here you will find information on prices and opening times.

Baggage delivery is the responsibility of each airline. For inquiries relating to hold baggage please contact your airline directly.

Airline contact details

Please visit our live flight arrivals database for information on flights into Stansted Airport.

Please check our flight information pages where you can select either the scheduled or charter flight timetables.

Please visit our flight information section, which contain information on arrival times.

Please select following list to view its destinations and airlines database:

Airport tax is ‘Air Passenger Duty’ (APD) and is imposed on passengers by the government. Stansted Airport is not involved in either levying or collecting this tax. It is paid when passengers book their ticket with the airline, and collected by the government once the journey has taken place. There are different rates of APD depending on the ticket types and journey type (ie EU/non-EU). Further information can be found at:

HM Revenue & Customs

The Civil Aviation Authority (CAA)

Information on airport charges, which are the charges imposed by Stansted Airport on airlines (not a tax), please see our regulation information.

Visit our to and from the airport pages, which have details of how to reach the airport whether you are making the journey by train, bus, coach or car.

For full information about the different types of car parking available, car park locations and prices, please visit our car parking options pages.

Pre-book your car parking and on the whole pay a lower price than paying on arrival and you will guarantee your space.

Please visit the to and from the airport pages, for information about the various transport options available from Stansted Airport.

Most operators of public transport have arrangements for passengers with special needs and information about these services can be found on our special assistance transport pages. There are priority parking spaces and extra help on hand at our airport car parks should you be arriving at the airport by car.

Please visit our shop listings for details of all the shops, restaurants, cafes and bars, both before and after security control at Stansted Airport. The listings include opening times, telephone numbers and a brief description of what the shop offers.

Please visit our shopping pages for information on airport savings and customs allowances or go to the HM Revenue & Customs website for full details of when tax and duty are payable.

Our Worldwide Money Back Guarantee means you can return almost any item bought at the airport free of charge, from anywhere in the world, for a full refund.

Yes. If you are flying to a destination within the EU (excluding UK and Ireland when flying from Heathrow) you may collect your purchases when you arrive back at the airport on your return flight. Visit our shopping collection pages for full details about this service.

Please contact on the number listed below for further help and information.

0844 335 1803

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