The damage
The car was undamaged when it was handed over at the Meet & Greet drop-off. This is the condition it was returned in on collection: torn and gouged interior trim on the driver's side pillar.
A dated, factual account of one booking, the damage found on collection, and what Stansted's own emails say about why they won't check.
This was Stansted's own "Meet & Greet – Onsite" product, booked directly through stanstedairport.com and operated by MAG Airport Limited — not a third-party reseller.
The car was undamaged when it was handed over at the Meet & Greet drop-off. This is the condition it was returned in on collection: torn and gouged interior trim on the driver's side pillar.
The damage was reported to Stansted's customer service after collection. A supervisor initially advised a response would follow within 48 hours. When no update came, a follow-up was posted on Stansted's social media channels — after which a written reply arrived the same day, referencing a stated policy of up to 10 working days for a first response.
At no point during that process was evidence or photographs requested. The claim was simply declined.
"Having carefully reviewed the details of your claim, we regret that we are unable to accept liability for the damage reported to the interior of your vehicle. As part of our vehicle check-in process, we do not record or photograph the internal condition of vehicles upon arrival. Consequently, we are unable to verify the condition of the driver's side interior panel prior to your vehicle entering our care." Customer Service Team, Car Parks — London Stansted Airport, 3 September 2026
Stansted's own booking confirmation — sent before drop-off — describes the check-in process like this:
"Drive through the sheltered inspection area where our cameras will record the current condition of your car, so you can be sure it'll be returned in the same condition." Booking confirmation, London Stansted Airport — Order STNPARKING-2863799
That's a direct assurance that the car's condition is recorded on arrival. But when a claim was actually made, the answer was that interior condition is not recorded or photographed at check-in at all — only whatever the entry cameras can see from outside the vehicle.
In other words: customers are told the car's condition is checked and recorded so it can be compared on return. If the damage is inside the car, there is nothing to compare it against — and Stansted's position is that this gap in their own process means the customer carries the risk, not them.
"Accidents happen and I'm sure the damage was unintentional, but it was caused by a member of your staff while the car was in your care. Your own email confirms you don't record the interior condition at check-in, which means any customer in this situation has no route to a fair outcome. That is a process failing on your side, not a lack of evidence on mine." Reply sent to Stansted customer service, 3 September 2026
The cost of the repair isn't being pursued further. This page exists so other customers can weigh up that risk before handing over their keys — and so it's on record with the reference numbers below, should Stansted or MAG Airport Limited wish to revisit it.
For Stansted Airport or MAG Airport Limited staff: this case can be located directly using either reference below.
If Stansted's Meet & Greet has damaged your car and you were met with a similar response, I'd like to hear from you while I review my options. Get in touch at info@stanstedmeetandgreetreview.co.uk.