Are Flybe always this rubbish?
Guest
Posts: n/a
Are Flybe always this rubbish?
Recently flew MLA/MXP/BHX on a one way fully flexible Y ticket, cost GBP607, bought for me by rather naive client.
1st segment Air Malta, connecting with Flybe for 2nd, after 3 hour wait. At Luqa, Air Malta instantly upgraded me to C, given ticket price.
Couldn't get boarding pass onwards from MXP at Luqa.
Got to MXP, transit desk couldn't check me in due to systems incompatibility, so went to Flybe lounge, who also couldn't check me in.
I asked if I could use the lounge - no, because you don't have a boarding pass that tells us you are entitled. Should I be for a EUR 1K ticket? Oh yes, but rules are rules, you will have to check in at gate, ETD -30. What do I do in the meantime? Shrug of shoulders.
Fortunately, I carry a Priority Pass for these eventualities.
Check in at gate, was informed I would have free drinks and food.
Got on board and then was not served with drink and food because I had not got a drink and food voucher, which should have been provided at check in.
But 'rules are rules' and here is nothing that can be done. Eventually I was offered 'a complimentary drink', but by this stage I had got past the point of caring and declined.
This was my first flight on Flybe and I very much doubt I will ever take another, so long as there is alternative.
So my question is 'is this a normal experience with Flybe?' It was on a par with Ryanair service, but to be fair to FR they have only one level of service and are upfront about what one can expect.
1st segment Air Malta, connecting with Flybe for 2nd, after 3 hour wait. At Luqa, Air Malta instantly upgraded me to C, given ticket price.
Couldn't get boarding pass onwards from MXP at Luqa.
Got to MXP, transit desk couldn't check me in due to systems incompatibility, so went to Flybe lounge, who also couldn't check me in.
I asked if I could use the lounge - no, because you don't have a boarding pass that tells us you are entitled. Should I be for a EUR 1K ticket? Oh yes, but rules are rules, you will have to check in at gate, ETD -30. What do I do in the meantime? Shrug of shoulders.
Fortunately, I carry a Priority Pass for these eventualities.
Check in at gate, was informed I would have free drinks and food.
Got on board and then was not served with drink and food because I had not got a drink and food voucher, which should have been provided at check in.
But 'rules are rules' and here is nothing that can be done. Eventually I was offered 'a complimentary drink', but by this stage I had got past the point of caring and declined.
This was my first flight on Flybe and I very much doubt I will ever take another, so long as there is alternative.
So my question is 'is this a normal experience with Flybe?' It was on a par with Ryanair service, but to be fair to FR they have only one level of service and are upfront about what one can expect.
Join Date: Jan 2001
Location: He's on the limb to nowhere
Posts: 1,981
Likes: 0
Received 0 Likes
on
0 Posts
So it wasn't on par with Ryanair at all?
Sounds like a typical airline to me. Best 'food and drink voucher' is a ten pound note, and the best airlines accept them. It is incredibly frustrating to want three beers, but you cannot buy them on board, and they will only give you one (two with a scowl) as part of your ticket.
Sounds like a typical airline to me. Best 'food and drink voucher' is a ten pound note, and the best airlines accept them. It is incredibly frustrating to want three beers, but you cannot buy them on board, and they will only give you one (two with a scowl) as part of your ticket.
Join Date: Jan 2001
Location: He's on the limb to nowhere
Posts: 1,981
Likes: 0
Received 0 Likes
on
0 Posts
No, I assumed they sold beer but you were too stubborn to buy one 
All airlines make these mistakes which they don't care about and so would be unacceptable in any other service industry. So, just like any other airline.
The way to approach airlines nowadays is not to pay them £600 for a one way ticket, pay them £50 and buy your own beer. Then you are never really upset about the level of service you receive when they make mistakes.
All airlines make these mistakes which they don't care about and so would be unacceptable in any other service industry. So, just like any other airline.
The way to approach airlines nowadays is not to pay them £600 for a one way ticket, pay them £50 and buy your own beer. Then you are never really upset about the level of service you receive when they make mistakes.
Guest
Posts: n/a
The way to approach airlines nowadays is not to pay them £600 for a one way ticket, pay them £50 and buy your own beer
Well I disagree about the pay them £50 bit, although I don't often pay £600 either (naive client bough ticket)
The way that works for me is to pick an airline that values my business and services my route needs (Air Malta), do a corporate deal with them for business class travel and then sit back and enjoy the service.
KM occasionally make mistakes, but the correct them on the spot and generally treat me very well indeed.
They also carry lots of good champagne
;
I would recommend Air Malta (scheduled services) to anyone.
Well I disagree about the pay them £50 bit, although I don't often pay £600 either (naive client bough ticket)
The way that works for me is to pick an airline that values my business and services my route needs (Air Malta), do a corporate deal with them for business class travel and then sit back and enjoy the service.
KM occasionally make mistakes, but the correct them on the spot and generally treat me very well indeed.
They also carry lots of good champagne
;I would recommend Air Malta (scheduled services) to anyone.
Join Date: Jan 2001
Location: He's on the limb to nowhere
Posts: 1,981
Likes: 0
Received 0 Likes
on
0 Posts
Yes, well I guess I am talking about generalities and you are talking about specifics.
However, if you want to spend hundreds of pounds on an airline ticket (when I can arrive on the same flight at the same time and only pay £50 for the ticket and £3 for a can of beer) then I would be the last person to stop you spending your money as you wished.
Unless I was a shareholder in the company paying for your ticket, or a taxpayer and you were travelling on guv'mint business. In those cases you would have to come up with some serious justification for why you should not be flying on Ryanair, and I would let you expense a tenner for a cheese sandwich and a couple of heinekens.
Nothing personal of course
However, if you want to spend hundreds of pounds on an airline ticket (when I can arrive on the same flight at the same time and only pay £50 for the ticket and £3 for a can of beer) then I would be the last person to stop you spending your money as you wished.
Unless I was a shareholder in the company paying for your ticket, or a taxpayer and you were travelling on guv'mint business. In those cases you would have to come up with some serious justification for why you should not be flying on Ryanair, and I would let you expense a tenner for a cheese sandwich and a couple of heinekens.
Nothing personal of course
Join Date: Jun 2007
Location: Dubai UAE
Age: 62
Posts: 18
Likes: 0
Received 0 Likes
on
0 Posts
Ever been to Yuzhno Sakalinsk? TU154 - but has refreshments on board (no food though). Price of two regular tickets out of Seoul - Korean Won 3,000,000 (at the time about USD 2,000). What's the problem?? Please elaborate for ignorami like me.
KB
KB
Join Date: Dec 2004
Location: london
Posts: 331
Likes: 0
Received 0 Likes
on
0 Posts
I've used flybe a lot, and they've always been pretty good. It loks like you had one of 'those' days, where a bad sequence of events all fall into place.
It happens to the best airlines, even in premium cabins. I wouldn't say it's really typical of flybe.
It happens to the best airlines, even in premium cabins. I wouldn't say it's really typical of flybe.
Guest
Posts: n/a
Slim, Dear Boy
In those cases you would have to come up with some serious justification for why you should not be flying on Ryanair, and I would let you expense a tenner for a cheese sandwich and a couple of heinekens.
I am in the fortunate position of being able to choose my clients to a large degree.
Recently, I saw a letter from a globally known guru asking a potential client to write to him to explain why he should spend a day of his life attending their company conference. His fee to do this was in excess of six figures.
Now I am not quite in that league, but I don't work with clients whose outlook on life includes putting trusted advisers on Ryanair and giving them cheese sandwiches
Sorry, you're fired
Kaybee
Ever been to Yuzhno Sakalinsk? TU154 - but has refreshments on board (no food though). Price of two regular tickets out of Seoul - Korean Won 3,000,000 (at the time about USD 2,000). What's the problem?? Please elaborate for ignorami like me.
Sorry, I can't help you with this problem, but I am pleased to hear that a korean won 3 million, that must have made his day.
In those cases you would have to come up with some serious justification for why you should not be flying on Ryanair, and I would let you expense a tenner for a cheese sandwich and a couple of heinekens.
I am in the fortunate position of being able to choose my clients to a large degree.
Recently, I saw a letter from a globally known guru asking a potential client to write to him to explain why he should spend a day of his life attending their company conference. His fee to do this was in excess of six figures.
Now I am not quite in that league, but I don't work with clients whose outlook on life includes putting trusted advisers on Ryanair and giving them cheese sandwiches
Sorry, you're fired
Kaybee
Ever been to Yuzhno Sakalinsk? TU154 - but has refreshments on board (no food though). Price of two regular tickets out of Seoul - Korean Won 3,000,000 (at the time about USD 2,000). What's the problem?? Please elaborate for ignorami like me.
Sorry, I can't help you with this problem, but I am pleased to hear that a korean won 3 million, that must have made his day.
Join Date: Feb 2007
Location: Sou
Age: 64
Posts: 82
Likes: 0
Received 0 Likes
on
0 Posts
Final
I work for Flybe - at the pointy end. We value your business because it keeps us in a job, pays my mortgage and feeds the kids. Also, most of us take a pride in our job and get satisfaction from knowing we have provided good customer service. Likewise, we recognise when it has not gone that well for you and genuinely feel disappointed especially when it is beyond our control. You are obviously an intelligent individual with a nouse for business. The cabin crew (the coalface) on board are faced with the bill for every item not accounted for in the bar at the end of the day. Would you give half a dozen sandwhiches and a few drinks away every day if this would be deducted from your sub £1000 take home pay per month?
In days gone by there were sufficient individuals of your stature travelling on business tickets which allowed the level of service to which you refer. Unfortunately nowadays this is no longer the case. Our industry has been cheapened by the passenger quest for cheap travel to the extent that we now survive on the number of sandwiches that we sell and of course the level of individual customer service has suffered as well.
When we were BA Connect, you got the level of service you desire, but we went bust!
Flybe is a good airline and is striving to improve its levels of service after its aquisition of BA Connect. A new 'first 5 minutes' campaign is shortly to be announced which should address the issues which have effected you, within the first 5 minutes of your arrival at the airport.
Stick with us!
I work for Flybe - at the pointy end. We value your business because it keeps us in a job, pays my mortgage and feeds the kids. Also, most of us take a pride in our job and get satisfaction from knowing we have provided good customer service. Likewise, we recognise when it has not gone that well for you and genuinely feel disappointed especially when it is beyond our control. You are obviously an intelligent individual with a nouse for business. The cabin crew (the coalface) on board are faced with the bill for every item not accounted for in the bar at the end of the day. Would you give half a dozen sandwhiches and a few drinks away every day if this would be deducted from your sub £1000 take home pay per month?
In days gone by there were sufficient individuals of your stature travelling on business tickets which allowed the level of service to which you refer. Unfortunately nowadays this is no longer the case. Our industry has been cheapened by the passenger quest for cheap travel to the extent that we now survive on the number of sandwiches that we sell and of course the level of individual customer service has suffered as well.
When we were BA Connect, you got the level of service you desire, but we went bust!
Flybe is a good airline and is striving to improve its levels of service after its aquisition of BA Connect. A new 'first 5 minutes' campaign is shortly to be announced which should address the issues which have effected you, within the first 5 minutes of your arrival at the airport.
Stick with us!
Guest
Posts: n/a
Hi Another Spaceman
Thank you for your interesting and well reasoned reply, which I appreciate.
The cabin crew should not be placed in this position with premium fare pax, it is not fair to either party.
I would have thought that the manifest would identify who and who isn't entitled to the extra service level, but obviously it does not. If the crew had said to me 'sorry old chap, despite the extremely high price of your ticket - it is not economy plus and you have to pay as you go, then I would have been astonished, but I would have seen a robust business process in operation.
But relying solely on a voucher system, when all it takes is a forgetful (or busy) CSA at check in to break the process is ludicrous. It is a mickey mouse solution that is not fit for purpose IMO.
Why should the cabin crew have to risk deductions? Why should the premium pax not receive the service prepaid?
If I've learned anything in 30 years of business, it is the importance of understanding the positioning of a business, e.g. luxury goods, premium service, low cost and then building business processes that support it.
Ryanair is a prime example of this, although I detest the company and so is Qatar Airways, at the other end of the market.
Flybe (in my very limited experience!) is a low fare airline that should stick to point to point flights and not accept premium pax on interline tickets - let's be clear the check in a Malpensa was a fiasco due to lack of process, nothing to do with a one off event.
I am afraid that your company is competing with several other companies who have provided a good service to me for 20 or more years - I won't be back in a hurry and I feel really sorry for people like you, as you obviously care.
Thank you for your interesting and well reasoned reply, which I appreciate.
The cabin crew should not be placed in this position with premium fare pax, it is not fair to either party.
I would have thought that the manifest would identify who and who isn't entitled to the extra service level, but obviously it does not. If the crew had said to me 'sorry old chap, despite the extremely high price of your ticket - it is not economy plus and you have to pay as you go, then I would have been astonished, but I would have seen a robust business process in operation.
But relying solely on a voucher system, when all it takes is a forgetful (or busy) CSA at check in to break the process is ludicrous. It is a mickey mouse solution that is not fit for purpose IMO.
Why should the cabin crew have to risk deductions? Why should the premium pax not receive the service prepaid?
If I've learned anything in 30 years of business, it is the importance of understanding the positioning of a business, e.g. luxury goods, premium service, low cost and then building business processes that support it.
Ryanair is a prime example of this, although I detest the company and so is Qatar Airways, at the other end of the market.
Flybe (in my very limited experience!) is a low fare airline that should stick to point to point flights and not accept premium pax on interline tickets - let's be clear the check in a Malpensa was a fiasco due to lack of process, nothing to do with a one off event.
I am afraid that your company is competing with several other companies who have provided a good service to me for 20 or more years - I won't be back in a hurry and I feel really sorry for people like you, as you obviously care.
Last edited by Final 3 Greens; 8th Sep 2007 at 10:56.
Join Date: Feb 2007
Location: South Staffs, UK
Age: 57
Posts: 54
Likes: 0
Received 0 Likes
on
0 Posts
I use Flybe quite a lot since they acquired BA Connect.
I would say that immediately after the acquisition they were very poor and the whole travel experience was a shambles. They staff at the sharp end always seem to be very good, but the managerial aspects seem awful. It is getting better but slowly.
I would disagree with the description of Flybe as a low cost airline - I did BHX-STR-BHX this week at a cost of £450 in cattle class and had to pay extra for a drink and an allocated seat. A few years ago I was paying less than that for Club tickets on BA, but along came BA Connect and then Flybe. A colleague who booked later than me travelled back from STR on the same flight yesterday and had paid over £600 for the Flexi ticket and his vouchers got him a bottle of water and a pack of Pringles because they didn't even have sandwiches.
On Monday this week another colleague also tried to monring flight BHX-STR and after delays found himself on a Dash 8 for the same trip. These are not the most comfortable plane and increase the journey time by about 20 minutes as I understand it. This is not what you expect for £450. Anyway he didn't get there as on second attempt to get underway one engine coughed and stopped as they started the take-off roll. He decided that he no longer had time for his day trip and way off-loaded when they returned to the terminal, but I understand the whole flight was cancelled eventually.
By comparison, I can fly BHX-FRA with Lufthansa on a reliable full service airline, pre-book my seat for free, get fed, watered and treated well all included in the price. Then use the German ICE train service to Stuttgart for less money in total than my Flybe trips.
Slowly there are signs of improvement, but I hope they can retain enough customers to keep the airline going. I counted 18 pax on the last flight from Stuttgart to Birmingham yesterday (a Friday) - in the past this would have been packed as people returned home for the weekend from the various motor industry locations in the area.
I would say that immediately after the acquisition they were very poor and the whole travel experience was a shambles. They staff at the sharp end always seem to be very good, but the managerial aspects seem awful. It is getting better but slowly.
I would disagree with the description of Flybe as a low cost airline - I did BHX-STR-BHX this week at a cost of £450 in cattle class and had to pay extra for a drink and an allocated seat. A few years ago I was paying less than that for Club tickets on BA, but along came BA Connect and then Flybe. A colleague who booked later than me travelled back from STR on the same flight yesterday and had paid over £600 for the Flexi ticket and his vouchers got him a bottle of water and a pack of Pringles because they didn't even have sandwiches.
On Monday this week another colleague also tried to monring flight BHX-STR and after delays found himself on a Dash 8 for the same trip. These are not the most comfortable plane and increase the journey time by about 20 minutes as I understand it. This is not what you expect for £450. Anyway he didn't get there as on second attempt to get underway one engine coughed and stopped as they started the take-off roll. He decided that he no longer had time for his day trip and way off-loaded when they returned to the terminal, but I understand the whole flight was cancelled eventually.
By comparison, I can fly BHX-FRA with Lufthansa on a reliable full service airline, pre-book my seat for free, get fed, watered and treated well all included in the price. Then use the German ICE train service to Stuttgart for less money in total than my Flybe trips.
Slowly there are signs of improvement, but I hope they can retain enough customers to keep the airline going. I counted 18 pax on the last flight from Stuttgart to Birmingham yesterday (a Friday) - in the past this would have been packed as people returned home for the weekend from the various motor industry locations in the area.
Join Date: Feb 2007
Location: Sou
Age: 64
Posts: 82
Likes: 0
Received 0 Likes
on
0 Posts
Hi Final
You are the customer and the company must listen and learn from your feedback. Email the Chief Operating Officer (who sits on the board) with your complaint - [email protected] - if he doesn't fix it, it will stay broken! The system, at the moment, is the voucher which generally seems to do the job. Perhaps you were just unlucky but that doesn't help much. If you had known the system you would probably have asked for a voucher.
The cabin crew are not given much and that includes any leeway.
I am not sure how you manged an interline ticket - I didn't think we did those.
You are the customer and the company must listen and learn from your feedback. Email the Chief Operating Officer (who sits on the board) with your complaint - [email protected] - if he doesn't fix it, it will stay broken! The system, at the moment, is the voucher which generally seems to do the job. Perhaps you were just unlucky but that doesn't help much. If you had known the system you would probably have asked for a voucher.
The cabin crew are not given much and that includes any leeway.
I am not sure how you manged an interline ticket - I didn't think we did those.
