Customer Feedback

May 24, 2010 at 00:00

Following on from these unprecedented events, has now established a clear strategy on ash disruption which lays down a course of action which is aimed to keep passengers moving in the event of further eruptions.
This plan was put into full force when the volcano caused further problems over the 15th-17th April. decided to created a hub at Newcastle Airport which remained open, chartering an extra 14 aircraft and 80 coaches to transport over 4,000 customers to their destinations.

Philip Meeson, boss said: “We have been inundated with feedback from customers who have been telling us their experiences of travelling during the ash cloud disruption ...some good and some not so good! But they all go some way to show how as airline has learnt from these extraordinary events. We have been incredibly grateful for the patience and understanding shown by our customers and I would like to reassure all current and future passengers that in the event of further disruption, we will do everything in our power to make sure your holiday is not ruined.”

Below is a small selection of feedback from customers:

“I was a passenger from Chambery to Edinburgh that was booked into a hotel and driven home by bus on the Sunday. I wish to applaud and the great efforts that you went to to provide us with a route home. I will certainly recommend and will make it clear that my airline went to great lengths by sending buses from the UK, booking us into a hotel and ferrying us across the Channel. The man at Leeds Bradford airport deserve particular praise as he was so helpful and cheery, even at 3am on a Monday morning in a deserted airport. All arrangements, changeovers and meeting points went very smoothly and it is a testament to's professionalism and organisation that it did so. Thanks for everything.”
Customer, Scotland

"I would just like to say that I think that and have been fantastic over this last week. My parents were due to visit me in Spain last Thursday, which was obviously cancelled. I was very impressed how you handled their situation and your customer service is second to none. Watching the 'local' Yorkshire news, via Sky in Spain, I have been proud to say that my local airline has lead the way, in my opinion over and above the supposed 'trusted' and 'big boys' of the airline industry. Your importance has been on your passengers, and not like the other airlines who are more interested in their loss/expenditure. Well done, you make me proud to be Yorkshire and very proud to have our own airline."
Customer, Spain

"Just to say an enormous thank you to all staff who helped us. Getting through to was easy enough every time, when ever I was told someone would ring me back THEY DID. So can I tell you we have been very fortunate that we booked a full package with, it was the first holiday we have had through We have flown with you before but not fully booked a package can I tell you it wont be the last. I am singing your praises to people, I have emailed Sky News and BBC Look North. Basically the media are good at the gloom and doom stories but don't tell the good stories."
Customer, Leeds

"I just wanted to send an email to thank you for the excellent service you delivered to me and my group of travellers following the cancellation of our flight on Sunday from Faro to Leeds Bradford Airport. We were kept well informed and the staff at the airport were excellent. The transfer on the bus to the hotel and the quality of the accommodation was well beyond expectation. I have no concerns in recommending people travel with you if this is the high standard with which you treat your customers."
Customer, London

" worked tirelessly to cater for its customers in a very difficult and changing situation even providing Coaches that no one else did. I often use and will continue to do so. Thank you for all that you have done.”
Customer, Manchester