Holiday Complaint

chajun

Hello CPU keep up the fight

cpu

Actually this thread has just reminded me how annoyed I was so I phoned FlyGlobespan to ask for a dedicated email address or complaints phone number so I could take it further. There's none. The only contact is via the Custom Relations page as in sloppy's link above.

It seems that there were several similar complaints to mine about our flights, and a team is looking into the situation and it could take another 4 weeks before I hear anything.
I pointed out it would have been a good idea to acknowledge the complaint even if it could not actually be answered at that time. :rolleyes: At least then people would know their emails had been received.

Will just need to wait and see what their position is and whether they will offer me compensation/future discounts or not.

Sam_Bee

cpu wrote: »

A
It seems that there were several similar complaints to mine about our flights, and a team is looking into the situation and it could take another 4 weeks before I hear anything.
I pointed out it would have been a good idea to acknowledge the complaint even if it could not actually be answered at that time. :rolleyes: At least then people would know their emails had been received.

Will just need to wait and see what their position is and whether they will offer me compensation/future discounts or not.

That's an ABTA requirement. They have to respond within 28 days. (they are ABTA aren't they?)

Why not cc a copy in to ABTA as well. I hate companies that don't even have the decency state they have received your e-mail.

cpu

WiseInvestor wrote: »

As above, the ground staff almost certainly don't know the reason for the delay so they'd end up making an announcement telling you nothing. Hardly productive.

I don't agree. They may not have had any information to pass on, but even a simple 'sorry, there is a delay and at present we do not know the cause' would be better than silence.

Having recently suffered delays both outwardly and incoming on long haul flights, I experienced first hand the atmosphere that was caused by a lack of information. Most passengers were getting anxious, simply because they didn't know what was going on. Some were worried because they had family meeting them at the other end and they didn't know when they were going to get there. Most passengers approached the desk staff to ask what was going on as no-one had even announced anything to say the flight was not leaving, and so everyone wondered why there was no-one at the boarding gate and they weren't being boarded.
The minute they announced there was an hour's delay with the possibility of a further hour, everyone settled down and resolved themselves to the wait ahead. Some went off to phone their folks with the little knowledge they now had.
Also at that time, the desk staff announced there was a 'technical fault' which evoked pictures of failing engines. faulty doors etc and not the dodgy smoke alarm light that actually was the problem. Often a lack of knowledge will cause people to conjure up in their minds situations that are worse than the reality.
There are ways to handle people and situations which can lessen the negatives but I do feel sometimes basic common sense flies right out the window.

WiseInvestor_2

Without wishing to be rude to the many many excellent ground staff out there, they're not being paid to exercise commonsense. They can only tell you what they've been told which is often very little. When a pilot calls an engineer who reports to his manager who phones the terminal manager who phones the Gate team, is it any wonder truth and accuracy don't always make it from one end to the other?

Some airlines (big and small) don't even dispatch staff to the Gate until about 20 minutes before (RE-)planned boarding - sometimes because those staff can be better utilised elsewhere, sometimes because the airport can't even allocate a Gate until a timeframe can be put on the delay and other times because it's simply not fair to send lambs to the slaughter to explain a delay that isn't their fault and that they don't understand.

What low cost passengers don't seem to understand is that they're actually paying to fly from A to B which they invariably get. The low price you pay is reflected in the price the airline pays its pilots, cabin crew and ground staff (in that order!). If you want reasonable quality then you'll have to pay a reasonable price - and that isn't £19.99 return.

cpu

'Without wishing to be rude to the many many excellent ground staff out there, they're not being paid to exercise commonsense.

Perhaps not, but someone is, surely? Good customer relations must lie somewhere.

chajun

Some airlines (big and small) don't even dispatch staff to the Gate until about 20 minutes before (RE-)planned boarding - sometimes because those staff can be better utilised elsewhere, sometimes because the airport can't even allocate a Gate until a timeframe can be put on the delay and other times because it's simply not fair to send lambs to the slaughter to explain a delay that isn't their fault and that they don't understand.


So we customers deserve rubbish service which we pay for and these poor overworked (lambs to the Slaughter) get free travel perks amongst other things. Pahhhhh!

ps :A There tv spot needs removing from air.

budgetflyer

To be honest chajun, If I was Globespan, Id file your complaint in the bucket.
2 and half hour delay is hardly holiday ruining stuff. Its a nuisance at its worse.
Just think, if they hadnt "plugged" the air con leak with tissue then it may have been a cancelled flight-you wouldnt have liked that would you ?

chajun

To be honest chajun, If I was Globespan, Id file your complaint in the bucket.
2 and half hour delay is hardly holiday ruining stuff. Its a nuisance at its worse.
Just think, if they hadnt "plugged" the air con leak with tissue then it may have been a cancelled flight-you wouldnt have liked that would you ?

But your not Globspan or are you. If you paid for my ticket fine.So as you did not please put you comments somewhere else! You obviously only wish to makecrass comments on one section of my letter.

budgetflyer

No Im not Globespan or anyother airline for that matter.
2.5 hr delay, what did you want, emergency rations flown in and distributed by Oxfam or the United Nations or something ?
Theres nothing wrong with Spanish flight crew, they do speak English (although with an accent- maybe not Glaswegian right enough:rolleyes:)

Scottish Lass on the otherhand seems to have REAL cause for complaint regarding her holiday.Your whinging just cloggs up the system