PPRuNe Forums - NEWCASTLE

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I have always felt it inappropriate to comment on matters without some semblance of the facts. However after my horrid journey with FLYBE last Thursday night was a classic example of an organisation that had outsourced its front end customer service and paid little attention to the contractual "outputs" of that contract when things go wrong. In most circumstances the airline industry is a commoditised business which relies upon a number of handling contracts.

It would not make economic sense for it to have airlines own staff in every location for say one flight a day but where you have a significant presence you want your people involved. My whole experience is where an "outsourced" contract has gone wrong, is it poor specification for when things go wrong, is it poor "process" with no business continuity plan when things go wrong or is just down to people and technology. I leave you to judge for yourself!

Customer Relations – FLYBE.com

Monday, 04 August 2008

I wish to register a complaint on the “customer experience” I had whilst travelling on Flybe flight last Thursday from Newcastle to Southampton, 1715 departure, 31.7.08

I was booked to fly on the 1715 Newcastle to Southampton flight on the 31st July 2008. I was booked as an “economy plus” passenger and expected to receive additional services which complimented the additional price for the ticket.

As a result of my experience I am a seasoned regular FLYBE traveller who uses the Southampton – Newcastle route on a weekly basis I am considering switching my allegiance to Eastern Airways.

The story of my journey is as follows:

1. I arrived at Newcastle Airport at 1600 to find large queues and angry passengers at the FLYBE desks. There were three check in desks and only two open. These staffed by journey members of staff. The problem seemed to be that people who had not checked in could not check in through the automatic check in service and the check in staff had no operational systems to check people in with. There seemed no business continuity contingency to deal with customers in these circumstances.

2. There was no floor walking staff to resolve the problem and those of who had to check in had to endure a 30 minute wait in a queue. My previous 14 weeks experience of travelling from Newcastle can confirm that the check in experience is poor, often understaffed and often the staff display a could not careless attitude.

3. The picture below indicates some of the queue problems.

See picture above:

4. I approached the check in desk and was booked in. This after 30 minutes. I suggested to the two members of staff that they may want to get someone to help to floor walk and help passengers check. The reply came “We have asked the supervisor and there is no one to help out”

5. I then proceeded to the security check out area using the fast track channel. At this point I was greeted by a security guard who told me that I could not use the fast track channel. The reason given was simple “FLYBE does not pay to use that service” I was disappointed at this in particular the personal embarrassment caused by me having to be instructed in no uncertain terms to change queue but also that when I booked the ticket it is clearly stated that FLYBE economy plus customers can use “Fast track” I include a copy of your own “sales pitch” taken from your website.

"Your airport experience can be truly stress free when travelling with Flybe Economy Plus. Our dedicated priority check-in and fast track security services will get you through the queues quicker and into the relaxing environment of our Executive lounges"

6. I was hoping things would get better but the visit to the FLYBE lounge has been disappointing in the past. In one instance the lights went out in the Gents lavatory and left one stranded. On this occasion the heating was so hot it was sauna like, when I and another passenger enquired we were informed that “it was so cold in here sitting here all day I need it warm” came the reply from the Swissport assistant.

7. The next phase of this awful journey meant all of the passengers getting wet as the plane was on stand 2. This meant a 100 metre dash in heavy rain. We were all soaked boarding the plane. There was no bus. It was clear that because of the problems with people checking in we were going to be delayed. We sat there is our sodden clothes. The pilot was keeping us informed but to be honest “his quips and jokes” were unwelcome and on a very similar vein to those heard on First Great Western Trains at Oxford when the staff said “the choo choo had run out of diesel”

8. We waited on the tarmac for 75 minutes. The staff in the cabin worked hard and should be complimented. It was clear that they were shifting people around to take account of the failure of the booking system in Airport. This to me the advantage and extra premium that I paid for my ticket had been negated because I could have asked the flight steward to sit anywhere and he would let me!

9. We arrived in Southampton over an hour late. Still wet from our experiences in dashing in the rain. The pain did not stop there. I have often been concerned of the way bags have been handled at Southampton Airport. I decided to take a video recording of the way the staff at Southampton Airport treat passenger’s bags. I am pleased to say they did not let me down. The bag in question that in the recording which is launched onto the belt and followed in the clip happened to be my own bag, I could not make this up if I tried.

The link to the this video is:

http://video.google.com/videoplay?docid=484442660972423795

The whole experience of flying with FLYBE was a very poor. There was no ownership of the passenger at Newcastle Airport when things went wrong. There seemed to be no process for your handling agents to deal with passengers when things go wrong. The whole experience including the security and the “dash” across the tarmac could have been avoided if ownership was taken. It is clear that your handling agents and Newcastle Airport have very little process, people, technology or management by FLYBE when things go wrong.

Your arrangements need reviewing to ensuring the dreadful service of Thursday last does not happen again.

In the light of the services I did not receive through purchasing an “added value” service I wish you to consider compensating me in some form for the loss and personal embarrassment one suffered at the hands of the Newcastle Security staff.

I look forward to your reply.

This guy is not a happy bunny:sad: