Aurigny boss “dismayed” by passengers' experience

Tuesday 22 February 2022

A letter has been written to Aurigny's Chief Executive by 25 of the airline's passengers who are demanding an apology after a “litany of unbelievable events” saw them delayed several times over the weekend.

The letter outlines their experience trying to travel from Guernsey to Birmingham on Friday and Saturday - 18 and 19 February.

The passengers say they arrived at Guernsey Airport for flight GR 704 on a “wet and windy night” and were told to expect a delay due to weather conditions.

They claim they were told several times to expect an update but received no news until 21:10 when it was announced that the flight was cancelled.

“At the check-in desks, we then waited for a further 50 minutes before being able to reschedule our flight,” said Sue Duff, a principal author of the letter on behalf of the 25 passengers.

“When asked what time we could expect an outcome, no one was able to say. Several passengers departed the airport rather than waiting for the check-in desk to open.”

Pictured: It took a day full of unexpected and unwanted difficulties for the group of passengers finally to arrive in Birmingham.

The authors of the letter say they were told that passengers heading for Manchester that evening were “afforded passage on the Gatwick flight” with a coach transfer - something not offered to the Birmingham group.

“Several people were informed by an Aurigny operative that the rationale for the cancellation was not as everyone had anticipated due to the weather but rather a private charter of rugby players,” said Ms Duff.

“If this is an accurate situation, it is beyond belief that the Birmingham plane was cancelled for monetary gain by a States-operated airline for the people of Guernsey. The rugby players were not from Guernsey.”

It is claimed that passengers not from Guernsey were given telephone numbers to organise their night’s accommodation, which Ms Duff says is not a welcoming service for tourists.

“At no point on Friday 18 February evening did a duty manager present themselves nor was any explanation and/or assistance provided except for two staff members on the check-in desks,” said Ms Duff.

Pictured: A copy of the passengers' letter has been sent to the President of the Policy & Resources Committee, Deputy Peter Ferbrache.

The next day, the passengers returned to Guernsey airport at 08:15 for their rescheduled flight to Birmingham. However, their rescheduled flight was delayed. They were told that there was snow and ice on the runway in Birmingham.

“Those of the passengers with family already at Birmingham airport or living close by refuted snow and weather conditions. Indeed, 10 flights landed in the duration of one call,” said Ms Duff.

By this time, the group had spent more than nine hours at Guernsey airport. They say they were not offered any free refreshments.

Ms Duff said: “Friends emailed passengers to advise the board in Birmingham was showing the flight was cancelled yet we were being told that the flight was delayed."

The passengers say they were then told they would be flown to Gatwick and coached to Birmingham. However, on arriving in London, they were dropped off at the international flights' door at Gatwick. Many of the passengers were flying without a passport. Several passengers claim they were interrogated for not having a passport with them.

Ms Duff said that, on finding the Aurigny desk, "the Aurigny operative was dismayed and anxious - anxious due to the fact they had no idea we were on a flight to Gatwick nor that a coach was required to transport passengers to Birmingham".

The group waited at a Premier Inn for a coach that did not arrive. After demanding to speak to a supervisor at Aurigny, they were told again that staff at Gatwick had been unaware of Aurigny's arrangements and the arrival of its passengers in London.

Pictured: The passengers say they were flown to Gatwick and taken by bus to Birmingham with no opportunity for toilet breaks.

The passengers finally got to Birmingham 24 hours after first setting off for Guernsey Airport.

“As a resident of Guernsey and a professional, I am appalled and embarrassed at the way our national airline has treated not only the residents of Guernsey but visitors too,” said Ms Duff.

“People have lost appointments, some were attending exhibitions/shows in Birmingham, others visiting friends, train connections and time with loved ones. As the CEO of Aurigny, we hold you personally accountable for this travesty.”

You can read the passengers' full letter HERE, including comments from 16 of the passengers of the flight.

Their letter was sent to the Chief Executive of Aurigny, Nico Bezuidenhout, pictured top (inset). He replied to the passengers as follows:

“Dear Mr and Mrs Duff, and all affected passengers,

“I am dismayed by the content of your mail and the experience you relay therein, and unreservedly apologise for your ordeal.  

“Kindly allow me the time necessary to get behind the details of the events you describe, after which I will respond to you more fully. My team is currently recovering the schedule from the continuing weather impacts over the weekend, and I will respond as soon as I have received the required input over the next 24 hours.

“I thank you for your indulgence and, again, apologise for the experience.”