Doncaster Robin Hood
Thread Starter
Join Date: Jul 2003
Location: Lincs
Posts: 695
Likes: 0
Received 0 Likes
on
0 Posts
Doncaster Robin Hood
I recently had the extremely unpleasant experience of flying from Doncaster airport. No problems with the airline at all however, but the airport and the satff were absolutely dreadful.
I saw a German woman in front of me sent to the back of the queue to purchase a resealable clear bag, because the one she had used was 'too big' (it looked perfectly OK to me) When she asked why it was too big, she was told that 'those are the rules' and unless she purchased a ew one, her stuff would be destroyed. It was a disgraceful way to treat anyone, but especially someone from another country visiting over here.
I was then treated similarly and told that, whilst my clear plastic bag was of the correct size, it 'didn't conform to Dept of Transport resealable bags standard' and I too was sent back outside of the check in to go and purchase a proper bag. I know it's just another 50p, but its just the unnecessary 'nause' of it all.
When I explained that the very same bag had been OK at Heathrow, Manchester, Stanstead numerous times already this year and pretty much everywhere else in the UK, I was told by the fun police at Doncaster 'well it isn't OK here Sir, you'll have to go back and buy one of ours' When I then suggested that it would make sence to put the 'buy a bag here' machine in the area where people had their bags rejected, you would have thought I had sked them for the world frankly, and my suggestion was met with looks of anger and contempt.
Things wern't much better once you I passed through passport control/customs. The toilets were shocking. No soap, and no driers working. When I pointed it out to a member of staff, I was informed that they hadn't been working for a few weeks now!
All of the staff (even the 2 old ladies at the coffee bar) were as miserable and as unhelpful as they possibly could have been, and after I departed, I decided never to use Doncaster ever again. It is longer and more costly, but I shall drive to another airport rarther than deal with the staff at Doncaster.
I have a message for the management of Doncaster.....
If you want your airport to thrive, firstly you must employ people who want to work there. You must have people who want to do their job, especially when it comes to dealing with the public and the INTERNATIONAL public at that!
Get rid of the wasters who wander around your airport looking bored, miserable and generally pi**ed off with life, and for goodness sake get things fixed and put right.
Yesterday when I returned back, I spent ten minutes or so trying to pay for the car park only to be told that the ticket machine was out of action. (why not put a label on it I wonder)
Come on Doncaster. You are not doing yourselves any good at all. If you want expansion and if you want the public to use you, get things sorted out and put right. I for one will not be using Robin Hood again
TSM
I saw a German woman in front of me sent to the back of the queue to purchase a resealable clear bag, because the one she had used was 'too big' (it looked perfectly OK to me) When she asked why it was too big, she was told that 'those are the rules' and unless she purchased a ew one, her stuff would be destroyed. It was a disgraceful way to treat anyone, but especially someone from another country visiting over here.
I was then treated similarly and told that, whilst my clear plastic bag was of the correct size, it 'didn't conform to Dept of Transport resealable bags standard' and I too was sent back outside of the check in to go and purchase a proper bag. I know it's just another 50p, but its just the unnecessary 'nause' of it all.
When I explained that the very same bag had been OK at Heathrow, Manchester, Stanstead numerous times already this year and pretty much everywhere else in the UK, I was told by the fun police at Doncaster 'well it isn't OK here Sir, you'll have to go back and buy one of ours' When I then suggested that it would make sence to put the 'buy a bag here' machine in the area where people had their bags rejected, you would have thought I had sked them for the world frankly, and my suggestion was met with looks of anger and contempt.
Things wern't much better once you I passed through passport control/customs. The toilets were shocking. No soap, and no driers working. When I pointed it out to a member of staff, I was informed that they hadn't been working for a few weeks now!
All of the staff (even the 2 old ladies at the coffee bar) were as miserable and as unhelpful as they possibly could have been, and after I departed, I decided never to use Doncaster ever again. It is longer and more costly, but I shall drive to another airport rarther than deal with the staff at Doncaster.
I have a message for the management of Doncaster.....
If you want your airport to thrive, firstly you must employ people who want to work there. You must have people who want to do their job, especially when it comes to dealing with the public and the INTERNATIONAL public at that!
Get rid of the wasters who wander around your airport looking bored, miserable and generally pi**ed off with life, and for goodness sake get things fixed and put right.
Yesterday when I returned back, I spent ten minutes or so trying to pay for the car park only to be told that the ticket machine was out of action. (why not put a label on it I wonder)
Come on Doncaster. You are not doing yourselves any good at all. If you want expansion and if you want the public to use you, get things sorted out and put right. I for one will not be using Robin Hood again
TSM
Join Date: Sep 2005
Location: Newcastle
Age: 39
Posts: 260
Likes: 0
Received 0 Likes
on
0 Posts
I flew DSA-MSA a few months ago and was looking forward a stress free small and friendly experience after spending ages driving to the airport. Unfortunately my experience was much the same as yours. I only flew from there as I got cheap staff travel flights and even with a 2.5 hour drive we would save a fortune.
It started with a 20 minute queue begging half way up the stairs to departure waiting for a passport check and questioning from police officers at the entrance to Departures
And I don't think I have seen so many security staff in one place in my life. I counted about 20 of them by the scanner machines plus the police and then two special branch cops at the end of the security hall (how many staff does such a small airport need?) - all of them dishing out abuse and attitude to customers.
And on return I had to use the intercom to get out having used prepay site to book my carparking as per the instructions on the gate - only to be barked at by someone from the office.
Was just a dreadful place. Could easily market itself as the small, friendly, convenient airport - but Peel really need to do something to improve the customer experience. I also won't be going back! VILE!
It started with a 20 minute queue begging half way up the stairs to departure waiting for a passport check and questioning from police officers at the entrance to Departures
And I don't think I have seen so many security staff in one place in my life. I counted about 20 of them by the scanner machines plus the police and then two special branch cops at the end of the security hall (how many staff does such a small airport need?) - all of them dishing out abuse and attitude to customers.
And on return I had to use the intercom to get out having used prepay site to book my carparking as per the instructions on the gate - only to be barked at by someone from the office.
Was just a dreadful place. Could easily market itself as the small, friendly, convenient airport - but Peel really need to do something to improve the customer experience. I also won't be going back! VILE!
Join Date: Mar 2006
Location: , England
Posts: 317
Likes: 0
Received 0 Likes
on
0 Posts
I saw a German woman in front of me sent to the back of the queue to purchase a resealable clear bag, because the one she had used was 'too big' (it looked perfectly OK to me) When she asked why it was too big, she was told that 'those are the rules' and unless she purchased a ew one, her stuff would be destroyed. It was a disgraceful way to treat anyone, but especially someone from another country visiting over here.
As to say all the other staff were dreadfull, well I have to dissagree here as though some in the bar were dis-interested, those in duty-free and those who work for Servisair were really friendly and had a laugh with the other passengers too.
Was just a dreadful place. Could easily market itself as the small, friendly, convenient airport - but Peel really need to do something to improve the customer experience. I also won't be going back! VILE!
My final grip would be on arrival back at immigration. First of all, if you are the only flight arriving at the time then your fine. Though I have been there when two aicraft landed before us. We had to wait onboard for about 15 minutes for the walkway to clear only then to stand outside under no cover for another 15 in a queue to get inside. Once inside over 40 minutes after arrival we got to the front to be greeted by just two very mardy custom officers who needed training on how to break a smile, it is there job to work with people afterall. The only upside on this part was that our bags were waiting by this time and we were straight out.
I feel despite cost-cutting etc DSA should really start investing and looking after it's terminal again. First impressions count and to me at the minute it is pretty dark (must be saving electric bills) tired and shabby (must be saving cleaning staff bills). Come on Peel, I hope the new VCA do a better job!
Is it just coincidence that the other airport renowned for the attitude of their security
staff is Liverpool, also owned by Peel?
Maybe the same HR recruitment team involved - i.e. customer service skills not
necessary for security staff.
staff is Liverpool, also owned by Peel?
Maybe the same HR recruitment team involved - i.e. customer service skills not
necessary for security staff.
Registered User **
Join Date: Jul 2008
Location: Woolton
Age: 77
Posts: 76
Likes: 0
Received 0 Likes
on
0 Posts
Is it just coincidence that the other airport renowned for the attitude of their security
staff is Liverpool, also owned by Peel?
staff is Liverpool, also owned by Peel?
Join Date: Apr 2008
Location: Somewhere in the Middle East
Posts: 18
Likes: 0
Received 0 Likes
on
0 Posts
Try flying from HUY. The staff are very polite and will always help with any problems. The airport has been top of the ASQ scores all year.
It's a perfect little airport to fly from.
It's a perfect little airport to fly from.
Join Date: Nov 2005
Location: Yorkshire
Posts: 150
Likes: 0
Received 0 Likes
on
0 Posts
I was at DSA last week for the third time this year, and didn't have any problems whatsoever - already checked in online so went straight upstairs, breezed through security with no queuing at all. My Manchester-purchased plastic liquids bag was fine for them and the security staff were rather pleasant - so much so that it surprised me, and the person I was travelling with actually commented on how friendly they were! Maybe you just caught someone on an off day...
Also, if you were THAT annoyed, why not direct your comments at the airport instead of an internet forum?
Also, if you were THAT annoyed, why not direct your comments at the airport instead of an internet forum?
Join Date: Jun 2001
Location: UK
Posts: 1,236
Likes: 0
Received 0 Likes
on
0 Posts
Is it just coincidence that the other airport renowned for the attitude of their security staff is Liverpool, also owned by Peel?
Maybe the same HR recruitment team involved - i.e. customer service skills not necessary for security staff.
Maybe the same HR recruitment team involved - i.e. customer service skills not necessary for security staff.
IF the customer service at Doncaster was as described, then the Management deserve to have it exposed on an internet forum! IF the service is so bad, the management should have known that and should have taken the appropriate action to remedy the problem.
The other view is that it is the customer having a bad day and security personnel are easy game in that situation. It is always good to have both sides of the story!
Alternatively, try Humberside or EMA or Leeds. Of course you could always have a similar experience but customers can vote with their feet!
Helen
The other view is that it is the customer having a bad day and security personnel are easy game in that situation. It is always good to have both sides of the story!
Alternatively, try Humberside or EMA or Leeds. Of course you could always have a similar experience but customers can vote with their feet!
Helen
Thread Starter
Join Date: Jul 2003
Location: Lincs
Posts: 695
Likes: 0
Received 0 Likes
on
0 Posts
ryansf
Thank you for your advice, and just for the record, I have written to them again today. This is after I wrote to them a few weeks ago about the appalling state of the toilets. Not that I received a reply from them of course, but at least I put pen to paper then, just as I have done again today, although I think I have wasted my time again.
I have also advised them that I will not travel from there again, but I doubt if that will bother them too much. It might be more worthwhile writing to Wizz Air and East Jet (the 2 carriers I use the most) about the problems and see if they have any clout with the airport. Perhaps the threat of a loss of pax to them might not fall on deaf ears as it appears to do with the airport management.
The problem as i see it is that I just don't think the people at Robin Hood give a toss about the people that ultimately pay their wages. Maybe I'm wrong, but judging by the majority or replies on this forum I don't think I am. Clearly there are problems and they need addressing and rectifying soonest I would suggest.
Helen, I take your point and your comments are most valid, however I can assure you I wasn't having a bad day at all. Far from it. For once, I was travelling abroad NOT on business, but for a big party in Amsterdam with some friends! Shame it got off to such a bad start, but things began to get better once we on the aircraft, and even better still in Amsterdam!!!
Best wishes!
TSM
Thank you for your advice, and just for the record, I have written to them again today. This is after I wrote to them a few weeks ago about the appalling state of the toilets. Not that I received a reply from them of course, but at least I put pen to paper then, just as I have done again today, although I think I have wasted my time again.
I have also advised them that I will not travel from there again, but I doubt if that will bother them too much. It might be more worthwhile writing to Wizz Air and East Jet (the 2 carriers I use the most) about the problems and see if they have any clout with the airport. Perhaps the threat of a loss of pax to them might not fall on deaf ears as it appears to do with the airport management.
The problem as i see it is that I just don't think the people at Robin Hood give a toss about the people that ultimately pay their wages. Maybe I'm wrong, but judging by the majority or replies on this forum I don't think I am. Clearly there are problems and they need addressing and rectifying soonest I would suggest.
Helen, I take your point and your comments are most valid, however I can assure you I wasn't having a bad day at all. Far from it. For once, I was travelling abroad NOT on business, but for a big party in Amsterdam with some friends! Shame it got off to such a bad start, but things began to get better once we on the aircraft, and even better still in Amsterdam!!!
Best wishes!
TSM
I sense it is symptomatic of the times that customers are not appreciated. It is as though they are doing you a favour when I thought it was the other way round! Staff are not properly trained in the finer points of service and sadly some people given a uniform and a tad of authority, become little Hitlers! But, good managers should identify these problems and resolve them. Doncaster is a splendid airfield with so much going for it, perhaps with the exception of road access. If only the management had the sense to ensure that having got the cars into the car park, the service from then on should be first class. The solution so often being in their own hands! Begs a few questions about the management!! May be Vancouver Airports will sort it!
H49
H49
Join Date: Jan 2007
Location: Finningley
Age: 51
Posts: 36
Likes: 0
Received 0 Likes
on
0 Posts
Jobsworths
The security staff are just plain rude imo. Going to Palma the other week I was ordered to hand over my belt so some gorilla could swab it. No explanation was offered, no conversation or eye contact made. The only good thing was being amused at how excited the guy appeared to be about the swabbing (I bet it's the high point of his day lol).
The wife had to empty her handbag to satisfy a real dried up old witch of a woman who again made no eye contact or explanation for what she was doing.
You could tell that everyone travelling just felt like second class citizens, it was really very poor.
Arriving back, the customs officer shouted at the wife because she had switched her mobile on while waiting in the queue. Apparently it's a 'restricted area'. Quite what danger a mobile phone poses in the arrivals hall is quite beyond me and again it was not explained.
I'm a patient and tolerant man but I really felt like punching this guy's lights out. There's just no need to treat people like that.
The stinger is I live right next door to DSA so I always try to fly from there but this kind of experience is very off-putting.
The wife had to empty her handbag to satisfy a real dried up old witch of a woman who again made no eye contact or explanation for what she was doing.
You could tell that everyone travelling just felt like second class citizens, it was really very poor.
Arriving back, the customs officer shouted at the wife because she had switched her mobile on while waiting in the queue. Apparently it's a 'restricted area'. Quite what danger a mobile phone poses in the arrivals hall is quite beyond me and again it was not explained.
I'm a patient and tolerant man but I really felt like punching this guy's lights out. There's just no need to treat people like that.
The stinger is I live right next door to DSA so I always try to fly from there but this kind of experience is very off-putting.
Join Date: Aug 2004
Location: West Yorks
Posts: 164
Likes: 0
Received 0 Likes
on
0 Posts
Well yes I do actually, there was never a commercial requirement for DSA, it was the likes of Thomson who at the time thought they could model airports to run some sort of low cost model to fit their agenda.
As it happens TUI have now dumped on the airport and left it where it cannot attract pax (as there aren't so many in that vicinity) and it has no business model.
Overall, it's a white elephant but I guess being a local you probably won't agree with me
As it happens TUI have now dumped on the airport and left it where it cannot attract pax (as there aren't so many in that vicinity) and it has no business model.
Overall, it's a white elephant but I guess being a local you probably won't agree with me
Join Date: Aug 2007
Location: north yorkshire
Posts: 272
Likes: 0
Received 0 Likes
on
0 Posts
Far too simplistic! Most of the airports mentioned are happy to be Regional Airports.
DSA was marketed from the start as an International Airport which would have services to everywhere & anywhere because it had a nice long runway.
Many locals believed what they were told and are now seeing the true situation opening up before their very eyes.
The catchment area was never big enough in the first place to sustain the airport.
Sheffield City Airport was South Yorkshire's other attempt at an airport!
DSA was marketed from the start as an International Airport which would have services to everywhere & anywhere because it had a nice long runway.
Many locals believed what they were told and are now seeing the true situation opening up before their very eyes.
The catchment area was never big enough in the first place to sustain the airport.
Sheffield City Airport was South Yorkshire's other attempt at an airport!
Last edited by flybar; 31st Aug 2010 at 21:41.
