✅ Trip Verified
| Absolutely appalling. We arrived at Stansted airport at 11:30pm on Saturday 2nd March 2019. It took us 2 hrs to get through passport control! On arrival we were told that our family of 4, all UK passport holders could not go through the UK passport holders gate and had to join the queue experiencing a supposed 50+ mins wait as our children were under 12 yes old. We were traveling with an 11month old baby and 5 year old. We complained to the staff and Border Control who were rude. When I explained that I had to carry a baby for what turned out to be 2hrs as we queued I was told 'thats not my problem and that I should have bought a buggy'! I explained I did have a buggy and that we had to check it in and would be on the baggage carrasol. When my husband complained to Border Control, the staff member was aggressive and extremely rude. We have no problems with queuing but the staff did not manage the queue with people jumping in, there was a lack of information on how long it would take to get through passport control, the signs said 50mins, it took us nearly 2hrs! There was no water or seating available for older or younger passengers. Reading reviews this not the first time this is happened. The frustration comes as with better queue management this could have been so easily rectified. Out of 30 desks, having 15 opened for families with children, 10 open to able adults and 5 specific desks for 60+ who aren't disabled as there is a specific gate, but people who may struggle standing for 2 hrs, would have, I'm sure got people through a lot quicker rather than one massive long queue. Such poor management, service and experience and the most disappointing thing is reading reviews where this has happened before and I'm sure it will happen again as it seems a poorly managed, archaic airport.