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Service Standards

More information on our service standards and performance, and how to get in touch.

Service Standards

Our Service Standards detail what our customers can expect to receive when travelling through East Midlands Airport. You can view these here:

Passenger Services Standards 2018

East Midlands Airport Special Assistance Newsletter Jan-Mar 2018

Our performance

To view our latest performance statistics please use one of the following links:

Passenger Services Performance April 2018 to September 2018

Passenger Services Performance October 2017 to March 2018

Passenger Services Performance April 2017 to September 2017

We also hold meetings every 6 months with disability organisations. For the minutes from the latest meeting, please click below. 

Minutes from Consultative Committee Meeting, June 3 2018

If you would like to make a complaint, please contact our customer relations team who can be contacted via the following link:

More information on our complaints procedure can be provided on request. If, for any reason, you are unhappy with our response to your complaint, you can refer your complaint to AviationADR, which is approved by the Civil Aviation Authority to provide an independent review of complaints and dispute resolution services. You will need to refer your complaint to the AviationADR Scheme within 12 months of our final response.


12 – 14 Walker Avenue

Stratford Office Village

Wolverton Mill

Milton Keynes

MK12 5TW

Please note: Complaints sent to ADR will only be dealt with if relating to Special Assistance provided at East Midlands Airport. All other complaints must go through the following: