I don’t know, I’ve seen my fair share of irritated pax.
Two christmasses ago, I was flying IOM-MAN on Dec 24th to meet up with my family. I was booked on the mid-afternoon flight.
Well, 30 mins before scheduled departure an “indefinite” delay is announced. This eventually becomes “cancelled”. I was one of the lucky few to manage to squeeze onto the next flight late in the evening. I missed my train connection in Manchester and BA had to fork out over £250 for a taxi ride as a result. At least they were prepared to do so, unlike Easyjet I would imagine.
I was annoyed, but not shouting or anything. But people who had their entire Xmas plans wrecked were seriously upset. The weather was fine, just the aircraft went tech. What annoyed people, was that another aircraft was sitting on the tarmac. The airline staff were asked if it was available, but nobody seemed to know – as if its presence there was a mystery. And I can understand the frustration – plans wrecked because of a faulty aircraft, but there are spare aircraft that aren’t being used and nobody seems to know anything. A definitive “yes” or “no” would have helped; some leadership was needed but not demonstrated. Sometimes, customer service should not be left to the customer service team – a senior person (pilot, engineeer, accountant or whoever) should step in.
Sign In
