LETTER: Aurigny passengers on their ordeal with the States' airline

Tuesday 22 February 2022

LETTER: Aurigny passengers on their ordeal with the States' airline

Tuesday 22 February 2022

A group of 25 passengers have written to the CEO of Aurigny, Nico Bezuidenhout, pictured top (inset), relaying their experiences while trying to fly from Guernsey to Birmingham last weekend.

You can read the letter in full below:

Dear Nico

Re: Flight Numbers GR 702 and GR704, collective letter from 25 passengers

On behalf of twenty-five passengers of your airline, which we cannot attribute the word service too, we would like to give you a story, it is a sad story and one that will be hard to believe could happen in Guernsey an affluent island which prides itself on customer service.

We will start, as with all fairy tales, at the very beginning. Our journey starts on Friday 18th February, on a wet and windy night. We arrived as directed at the airport for our flight from Guernsey to Birmingham GR 704. We were informed the flight was delayed due to the terrible weather conditions, all assembled passengers were totally understanding and accepting of the delays.

The atmosphere in the café and airport was one of camaraderie and Bonomi. We were told to expect an update at 7pm. 7pm came and went with no update. A very garbled message was heard at 7.30pm. The next update was scheduled for 8pm. Still the atmosphere remained positive. 8pm came and went. At 9.10pm it was announced the flight had been cancelled and we were to make our way to the check in desks which the good citizens and visitors to Guernsey duly did.

At the check in desks, we then waited for a further 50 minutes before being able to reschedule our flight. When asked what time we could expect an outcome for no one was able to say. Several passengers departed the airport rather than waiting for the check in desk to open. The check in desk staff we have to say were very apologetic and almost as distressed as those of us waiting in the queue.

It is from here that the litany of unbelievable events in this fairy tale have taken place, which we have bullet pointed below:

Flight GY704

Birmingham passengers were instructed to attend for check in within the normal time frames for check in, Manchester passengers we learnt had a delayed check in time. Perhaps someone could explain why Birmingham passengers were disadvantaged this way
Whilst in the queue to reschedule flights we learnt the Manchester passengers were afforded passage on the Gatwick flight with a coach transfer. At no stage was this offered to the Birmingham passengers
There were passengers who were dependent upon departing Guernsey with the Birmingham flight for their connecting / onward flights. Surely a fair and equitable solution would have been for staff to have allocated spaces on the Gatwick plane dependent upon travel connections and not merely because it was Manchester
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. If this is an accurate situation it is beyond belief that the Birmingham plan was cancelled for monetary gain by a States of Guernsey operated airline for the people of Guernsey. The rugby players were not from Guernsey
Indeed, several people used flight tracker and had seen the plane scheduled for the Birmingham passengers being diverted to Cardiff then Ireland. There was evidence of the Geneva inbound flight being the Birmingham flight with a planned arrival time
The Birmingham plane was showing at Birmingham Airport arrivals board with an expected arrival time of 20:58
In addition, an ex-employee of Aurigny in departures told one of the passengers on today’s flight GY 702, that the flight GY 704 our original flight from Geneva was scheduled to land in 20 mins at Guernsey airport. The ex-employee walked past 15 mins later to state the “plane is not yours anymore”!!
Those not from Guernsey waiting in the queue on Friday night to be rescheduled when asking about accommodation/transportation etc., were just provided with telephone numbers. How does this reflect on an island that prides itself on tourism, service, and welcoming people from overseas and the UK
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. Both those operatives should be acknowledged by yourself for going above and beyond in provision of assistance to the attendees

Flight GY702

As requested, all rescheduled passengers duly arrived at 8.15 for their rescheduled flight, Flight number GY702
GY702 was scheduled to depart at 09.35
The atmosphere was again positive and passengers engaged in good humour. That was until we heard why our flight GY704 had reportedly been cancelled to afford a rugby team transportation at the expense of our scheduled flight. Everyone agreed if the flight was cancelled for weather restrictions it was acceptable, however it was indeed cancelled for monetary gain over serving those already booked this was not acceptable
Today the fairy tale continued……You can only imagine the gasps when yet again those infamous words ….Aurigny apologies for the unexpected delay of flight GY702………
Again, we remained positive, even with the next announcement we remained positive.
The third announcement of snow and an iced runway in Birmingham was met with disbelief. 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
Several passengers approached Aurigny personal and requested to speak with a manager, we were informed the manager was busy but would attend when able
At that point we had spent more than nine hours in an airport terminal, when asking if refreshments were possible, we were told it was not Aurigny’s fault and therefore we would have to purchase our own refreshments
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. When told the flight was cancelled disharmony amongst all passenger ensued
Aurigny staff then announced we would be flown to Gatwick and coached up to Birmingham, a hurra was called and we duly boarded the flight for Gatwick
Here is where the fairy tale becomes even more incredible and hard to digest
We were deposited off the plane at the international door, after which a Gatwick operative acknowledged we had been dropped at the wrong door
Many passengers did not have a passport or had children with them and we were instructed to go through passport control, a feat with queues more than 8 rows deep
A fellow passenger Shaun, who had a passport approached the security guards explained the situation and all Guernsey passengers still in the queue were called over. We were quickly and efficiently though customs, not however before several had been interrogated for not having a passport for identifying
No Aurigny staff member was present in the arrival’s hall
Many of the passengers had small children and many had never been to Gatwick before so had no idea of where to locate the Aurigny desk
After approximately 20 of the passengers traversed the airport the Aurigny desk was located
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
Interestingly friends in Birmingham identified the flight GY702 was not showing on the flight radar 24 app, nor was it showing on their Gatwick arrivals board. Perhaps someone could explain why this would be given that it was supposed to be a scheduled flight
The staff members directed the passengers some 25 women, men, and children to the Premier Inn to await a coach
On arrival at the required spot no coach was in evidence
A member of the group called Aurigny and when the call was answered the operative at the other end hung up. They recalled and were number 9 in a wait list
Another member of the group went back to the Aurigny check in desk and demanded to speak with a manager or supervisor. This took place, the staff member was apologetic and again explained they were unaware of the arrangements and could not come to the coach area as they were dealing with another situation. They stated, at 12:55 the coach would be outside at 12:20 which given it was 12:55 was an impossibility
We were waiting in the rain and cold until the coach arrived at approximately 13:00, not where we were informed to wait but rather over the road
All passengers had to traverse a busy causeway to the coach in the rain with their luggage
At this point we had been without refreshment since 9am
We are currently on the coach and yet at 13:38 have still not received any refreshment nor has any member of Aurigny staff afforded the curtesy of being present, providing refreshments, providing an apology or assistance in any way shape or form
The coach did not stop on the journey nor was there a toilet on board
Equally no Aurigny operative was present and no manifesto of passengers to board the coach. Therefore, the passengers ensured as many as we knew were present and boarded the coach. Without a manifesto and an Aurigny operative how do you know passengers were not left behind in Gatwick
No ETA for coach arrival in Birmingham therefore how could we let those collecting the passengers from the airport know when we would be there for collection etc.,
As an addendum the coach arrived at Birmingham airport at 16:00 a 24-hour time from the first part of our tragic journey
One family of visitors to Guernsey advised on the coach their son had a diagnosis of autism and with their permission they have asked you to be alerted to the distress this debacle has caused their son and themselves respectively
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
People have incurred additional expenditure on refreshments, hotels, car parks and taxi’s, to date their time resource is more than 12 hours and climbing, yet we have been offered no explanation apology or recourse from Aurigny
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
The level of communication and information afforded to the Birmingham passengers was and remains extant. It was at best misleading and at worst dishonest. We had arrived as instructed at 4pm for our flight. At 10pm we departed the airport. At no stage did a manager present themselves and provide information on the delay, provide refreshment for passengers, or afford any form of explanation or apology. This is not what is expected of a States of Guernsey Airline
Whilst it would appear there is no requirement for an airline to provide refreshments for any delayed flights in this situation, given we travelled from 8am to 4pm one would have thought it would be inhumane to not provide at the very least children with a food and drink option

A draft copy of this story tale was sent to the passengers on the coach. Their responses and/or additional comments received from sending the draft copy of this letter to the ‘Birmingham 25’, as we consider ourselves now, are provided below:

Passengers 1 and 2

Aurigny has no landing slot in Birmingham on Saturday

So, it was unlikely they were ever going to take us there.

We asked if they could fly to East Midlands airport instead and they laughed at us.

The pilot was complicit in Aurigny’s dishonesty telling us they were expecting a bank of bad weather. He said, "we will get you to the other side of the water then we will leave you in Gatwick." - Which is exactly what they did.

Passengers 3,4,5 and 6

The only thing I would add is that it wasn’t the weather in Birmingham as why we ended up in Gatwick but that they wanted crew to be able to bring the jet back more quickly and try and catch up on those delays from the day before and have another plane there to bring more people over.

So, no consideration given to us to get us to our destination.

We hope this letter elicits a response and gets all passengers somewhere with it regarding an apology and recompense

The situation still makes me cross - how they lied and treated us like 2nd class citizens, no communication, no refreshments, and the way in which we were all totally abandoned by Aurigny at Gatwick.

My two children aged 11 and 14 were emotionally distressed and cried from the stress of the situation

Passengers 7 and 8

The draft letter is spot on

Passengers 9, 10, 11 and 12

We had visited our parents in Guernsey

Our parents are now seriously worried we will not come back and visit them due to the debacle we have endured

Our six-year-old was deeply distressed, he is autistic, so where was the disability assistance and compassion

We had a two and a half child, no refreshments or toilet stops

We will not be using Aurigny for the foreseeable future

On coach mum was near to tears

We were with around ten people whilst the others were a few metres away, unbeknown to our group, it was only when my husband and another passenger met when asking for the duty manager that we were able to amalgamate. The potential for the coach to have leave with passengers left behind was considerable given no Aurigny representative checked anyone on or off the coach

Passengers 13 and 14

The draft letter really encapsulates what a nightmare the last 24 hours were. The only additional point/s I would like to add are:

Whilst waiting at passport control because my partner had a driver’s license, one of the security staff asked who was escorting us through the airport. We obviously said no one.

She then asked again to confirm we were from Guernsey and basically said it was a security breach as we should not have been there.

They, the security staff had not been informed to expect us.

The security operative said she wouldn’t be able to let us through until it had been followed up.

Luckily, I had my passport so I went ahead of my partner and got our bags whilst he waited to go through.

NB: the passenger who asked for the duty manager who met up with passenger 9 was informed that they, the duty manager, could not assist all the Guernsey passengers with the coach issue as she was required to go to passenger control for a security incident. One would guess this was the same situation described here by passengers 13/14 and just compounds the incompetence of Aurigny

Passengers 15 and 16

I think the draft letter has covered all the main points.

My colleague and myself are possibly the minority of passengers on the flight that live in England. We were not given any options or guidance on where we would stay form Aurigny

Instead, we received a shrug of the shoulders and the Aurigny operative said something like ‘I’ve no room at my house’

We called a hotel ourselves and reserved 2 rooms

Getting a taxi was the main problem as airport staff seemed eager to empty the building and lock up.

Aurigny staff gave us 1 number to call which was fully booked.

I called 2 more – also fully booked.

A taxi did eventually drove up which wasn’t booked and he agreed to take us, and he checked arrivals to see if anyone else needed transport. 1 lady did and we took her on route.

Going forward our company needs reassurance from Aurigny as BHX seem very low on the list of priorities when decisions are made.

Would we benefit from alternative arrangements? i.e.. Fly from Manchester or Southampton?

Additional comments from one group of passengers on a ski holiday sent the following through:

It’s quite funny - the friends we are skiing with flew out on Saturday to Gatwick. Initially their 7am flight was delayed to 2-45pm due to the jet not getting back to Guernsey the night before and crew hours. Their flight left earlier than initially advised on the plane we had been transported to Gatwick on which returned from Gatwick and transported them over to Gatwick! Lies and more lies from them. It gives you no faith in Aurigny.

As a post note we would also like to add a recommendation that when Aurigny sends passengers to a different airport please have the where for all to use different scripts to those of the standardised ones. Being told by the crew as we landed in an airport not of our choosing, we had arrived at our destination and to have a safe onward trip and enjoy our time etc., was to say the least insulting to our intelligence. At least have the decency to adlib or have an alternative script apologising for the disturbances regarding flight changes we had experienced and then wish us safe onward passage.

As the CEO of Aurigny and on behalf of all 27 passengers on Flight GY702 we would like not only your personal apology but total reimbursement for the expenditure incurred. The level of incompetence is not as we suspect will be floated the weather but a complete lack of customer service, honesty, and competency. As many have stated we have been held hostage by Aurigny as it is the only airline to afford transportation off island. Many have stated they will not use the airline again.

Throughout the experience from GY704 and GY702 we have been provided with miscommunication, treated as second class citizens, and discounted by your representatives, and as previously stated we hold you personally accountable. From a personal perspective we have taken the decision, at a great cost to ourselves, to move our next Aurigny flight forward twenty-four hours because of the issues experienced because we cannot trust the airline will have us where we need to be for a connecting flight.

We travelled because we have a funeral to attend and thus could not, not take the flight. Many of our co-travellers also had commitments and equally had to travel. As a fairy tale this is a tale of mental distress, loss of trust, and communication inadequacies all of which has led to a collaborative loss of faith in Aurigny.

We the twenty-five passengers require recompense for the debacle and inadequate way in which we have been treated by and from Aurigny. We await your response, to all email addresses included in this missive. We would urge honesty in the provision of your response, honesty we can accept the perceived deception incurred to date we cannot. We urge compassion, and accountability to afford restoration in our faith of Aurigny with an appropriate recompense.

From a quality perspective may we suggest investing in customer service training, the availability of a duty manager who has suitable and sufficient customer services skills and someone who takes ownership and can offer updated accurate information for the future.

This letter has been completed on behalf of the Birmingham flight GY702 who were transported by coach and titled themselves the Birmingham 25. There were considerably more passengers on Flight GY 704 who did not present for the flight change on Saturday morning and several passengers who chose to not take the coach option and remained in Gatwick. We are sure you will receive individual letters from those individuals, as several of the Birmingham 25 have identified they will write individual letters as well as this amalgamated letter. The rationale for this letter being the hope that a collective letter will elicit a response. A copy of this letter is being provided to Deputy Ferbrache, the Guernsey Press and the Bailiwick Press to support that hope.

On behalf of 25 passengers

SE and AS Duff

cc: Deputy Ferbrache