EUJET - Good And Not So Good - Bad Communication/Organisation
Thread Starter
Join Date: Nov 2000
Location: London,Bucharest...wherever...
Posts: 1,014
Likes: 0
Received 0 Likes
on
0 Posts
EUJET - Good And Not So Good - Bad Communication/Organisation
Have been on EUJET 3 times from Manston which is my very local airport being about 10 mins door to door - 2 ok experiences and last one not so good;
My last flight with EUJET was MSE-Madrid-MSE, flight is daily and returns from Madrid at about 2100 at night. 6th October checked in at MAD with Iberia who are EUJET's handling agent, saw aircraft arrive from departures lounge and pax deplane etc. - flight comes up on the board delayed with no revised time - ask the girl at the Iberia desk in departures and she has no idea what is going on (or at first who EUJET even are) and EUJET have no rep at the airport anyway - gets to 2300 and comes up on the board as cancelled!? - race down to the Iberia desk again where they are locking up to go home but they make the effort to help 'aircraft has gone tech and next available flight is tomorrow night at same time' - anyway me and 16 other pax are left stranded in MAD wondering what has happened and what will happen to the aircraft which is nightstopping tech or is it ferrying home, who knows - unfortunately we had just missed the last BA flight back to LHR as some of us with commitments would have bought another ticket to get home that night - to be fair we were then all offered a hotel at EUJET's expense for the night which is more than you'd get with Ryanair - as it was I stayed over and got an Air Europa flight into LGW the next morning.
Ok I only paid £70 plus tax and the moral as we know is dont expect an LCC to be 100% reliable if you are using it for business, and we were provided with hotel etc.
However the total lack of communication at MAD was baffling and it took the IB girls a long time to find out just what was going on - and they certainly had no direct means of communication with EUJET (no representative/station manager, no contact nos., no SITA address etc.) - I know IB are not perfect but EUJET I suggest you look into this and ensure that your destination stations are fully briefed as to yr operational changes and have access/knowledge of who you and how to contact you - poor organisation/oversight/arrangements on the part of EUJET I think!
My last flight with EUJET was MSE-Madrid-MSE, flight is daily and returns from Madrid at about 2100 at night. 6th October checked in at MAD with Iberia who are EUJET's handling agent, saw aircraft arrive from departures lounge and pax deplane etc. - flight comes up on the board delayed with no revised time - ask the girl at the Iberia desk in departures and she has no idea what is going on (or at first who EUJET even are) and EUJET have no rep at the airport anyway - gets to 2300 and comes up on the board as cancelled!? - race down to the Iberia desk again where they are locking up to go home but they make the effort to help 'aircraft has gone tech and next available flight is tomorrow night at same time' - anyway me and 16 other pax are left stranded in MAD wondering what has happened and what will happen to the aircraft which is nightstopping tech or is it ferrying home, who knows - unfortunately we had just missed the last BA flight back to LHR as some of us with commitments would have bought another ticket to get home that night - to be fair we were then all offered a hotel at EUJET's expense for the night which is more than you'd get with Ryanair - as it was I stayed over and got an Air Europa flight into LGW the next morning.
Ok I only paid £70 plus tax and the moral as we know is dont expect an LCC to be 100% reliable if you are using it for business, and we were provided with hotel etc.
However the total lack of communication at MAD was baffling and it took the IB girls a long time to find out just what was going on - and they certainly had no direct means of communication with EUJET (no representative/station manager, no contact nos., no SITA address etc.) - I know IB are not perfect but EUJET I suggest you look into this and ensure that your destination stations are fully briefed as to yr operational changes and have access/knowledge of who you and how to contact you - poor organisation/oversight/arrangements on the part of EUJET I think!
Thread Starter
Join Date: Nov 2000
Location: London,Bucharest...wherever...
Posts: 1,014
Likes: 0
Received 0 Likes
on
0 Posts
Just a update;
Spoke with a colleague on Saturday who knows EUJET and he gave me the MD's e-mail - popped off a message basically same as above posting on Saturday morning - 10 mins later got e-mails back both from the MD and VP Ground Operations saying thank you for the details and they are investigating - not bad and redeems EUJET somewhat in the service stakes...will advise further
another update - Monday night
a more detailed response from the MD and awaiting further...
Almost a disaster turning into a 10/10 here - good to see for once
Spoke with a colleague on Saturday who knows EUJET and he gave me the MD's e-mail - popped off a message basically same as above posting on Saturday morning - 10 mins later got e-mails back both from the MD and VP Ground Operations saying thank you for the details and they are investigating - not bad and redeems EUJET somewhat in the service stakes...will advise further
another update - Monday night
a more detailed response from the MD and awaiting further...
Almost a disaster turning into a 10/10 here - good to see for once
Last edited by Boss Raptor; 11th Oct 2004 at 19:51.
Join Date: Oct 2000
Location: London UK
Posts: 110
Likes: 0
Received 0 Likes
on
0 Posts
Will you let us know the outcome?
I have just returned from a short trip to Nice with them. The flight crew and staff at Manston were very proffessional but trying to get my booking from the dropped Copenhagen route transferred was a bit of a nightmare.
Needless to say I will let the management know but would not hesitate to fly with them again if I can avoid a journey round the M25 from SE London.
I have just returned from a short trip to Nice with them. The flight crew and staff at Manston were very proffessional but trying to get my booking from the dropped Copenhagen route transferred was a bit of a nightmare.
Needless to say I will let the management know but would not hesitate to fly with them again if I can avoid a journey round the M25 from SE London.
A Runyonesque Character
Join Date: Apr 2004
Location: The South of France ... Not
Age: 74
Posts: 1,209
Likes: 0
Received 1 Like
on
1 Post
As from next February that will cost them €4250 (17x€250) in statutory compensation - can't afford too many incidents like that.
Join Date: Oct 2004
Location: Everywhere
Posts: 190
Likes: 0
Received 0 Likes
on
0 Posts
Interesting post "boss Raptor". Spoke to friends in Dublin since they started routes out of there, and the same problems keep appearing. Little information for passengers who are delayed, or more frequently have have their flight cancelled due to low book load, but EUJ have always come through with compensation.
As for communications, there biggest problem seems to be in there base at SNN. I'm told poor communication happens a lot there. Good of the MD to reply to you though, let us know what PJ says.
As for communications, there biggest problem seems to be in there base at SNN. I'm told poor communication happens a lot there. Good of the MD to reply to you though, let us know what PJ says.
Thread Starter
Join Date: Nov 2000
Location: London,Bucharest...wherever...
Posts: 1,014
Likes: 0
Received 0 Likes
on
0 Posts
My communication was with Mike Halper who (I believe) is MD - to be fair the problems of communication are clearly there but unlike their counterparts (FR as an example!) they do appear to be at least trying to answer the complaints - whether they will solve their problems or not remains to be seen - personally I am much heartened by the very personal response which I thought had gone for ever from our industry...old sentimentalist I am 
