One of Aurigny ATR aircraft, similar to the one which broke down in Manchester
SIXTY PASSENGERS were left stranded in Manchester for 24 hours after one of Aurigny’s new planes suffered a technical fault.
The cancellation of Thursday’s 7.10pm flight led to a furious bust-up between staff and passengers who felt that they had been let down by the airline after it failed to get them on yesterday’s early-morning service.
That left passengers facing the long wait before eventually boarding yesterday’s 7.10pm flight.
Some passengers even resorted to booking flights with rival airline Flybe in an effort to get to the island sooner.
And a couple have described their disappointment after losing a whole day of their short trip to see their newborn granddaughter. The grandmother said passengers even had to buy their own food during the delay, although they were told by staff to keep their receipts.
‘We have just been fobbed off,’ she said. ‘We are only coming over for four days to see our granddaughter, who was born five months ago. It’s taken Aurigny 24 hours to get us to Guernsey and we’re really upset because we’ve lost a whole day.’
Linda Lloyd, who is in her 40s, criticised Aurigny’s handling of the situation after, following the cancellation, it asked passengers to be ready for the morning flight by 7am – after only a few hours’ sleep – only to then tell them the flight was full.
‘We are so disappointed and frustrated with Aurigny,’ she said.
‘We feel like they were not completely honest with us. They did not get us to the hotel until 12.45am and then told us we would be priority passengers on the early-morning flight.
‘But when we got up, staff said the flight was already full. Surely they must have already known that the night before?’
A warning light was spotted by the pilot and Mrs Lloyd said passengers were left on the plane for two hours before being taken back to the airport lounge for a further hour and then being told the flight was cancelled.
Aurigny took collection of two new ATR72-500 aircraft earlier this year after the States agreed to guarantee the $37m. cost.
Aurigny commercial director Malcolm Coupar apologised for any disappointment felt by passengers as a result of the technical fault.
‘In the event that one of our aircraft has a technical problem we have a strict set of procedures which must be adhered to before the aircraft can be used again,’ he said.
‘We are proud of our record in bringing Guernsey people back home at the earliest opportunity and we are in discussion with our Manchester handling agency to fully understand what was communicated to our passengers yesterday before commenting further.’
Article posted on 16th May, 2009 - 2.31pm
19 Article Comments
The stranded passengers have no need to panic. They will be well compensated and Aurigny will be able to add the costs to its losses and the Guernsey taxpayers will foot the bill!
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Wow a plane breaks down! Does this kind of stuff ever appear in a uk paper if easyjet or british airways breaks down? No I thought not.
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I doubt Flybe would have been any better and going off what happened to those Blue Island passengers stranted at Southampton when their aircraft broke down I guess the Blue Island experience would have been worse!
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I can understand the frustrations of the passengers. Why did the airline not realise that the plane was full for the early flight? Were they perhaps assuming that an extra plane would be supplied?
It is bad enough being delayed – although sometimes it cannot be helped. However, insisting passengers be ready for an early morning flight that was obviously full the night before is a crazy communication error. Passengers would probably not have been so cross if they had been allowed to have a good sleep and turn up at the airport at a reasonable time. no one wants to fly on a plane that is unfit for purpose – that would be foolhardy.
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I remember a day just before christmas a few years back when I was booked on the red eye, and then weather forced both that flight and the evening flight to be cancelled, it is comforting to know that things have not improved one bit! in 4 or 5 years, I seem to remember that it is not aurigny staff in manchester, not that it matters, the channel island ones are sometimes fairly grumpy! oh well, public owned private company doesnt work. As is being demonstrated!
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I’ve been a big user of Aurigny & Flybe back and forth from Manchester and Guernsey…
What I am wondering is, what was the whole breakdown? what happened to the plane?
It doesn’t explain much of what happened, it just said plane breaks down then goes onto passenger storys.
I would be very interested to know what really happened.
Thankyou
Kaleem
PS : My Skype – kaleem619
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I also remember a flight breaking down a week before christmas, only to be told there was no more available flights left, so they bused us all to Portsmith, for the overnight ferry … Lovely, I think not !!!
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The service received by passengers was inexcusable however as is the case with Gatwick and other airports serviced by Aurigny passengers in Manchester are dealt with by a third party handling agent (I believe that in the case of Manchester it is Serviceair). The handling agent deals with all services up to the point at which the passenger boards the aircraft.
It would appear that post the intial technical fault (teething problems are within reason to be expected within a new aircraft) The handling agent failed to perform its duties within the Scope of Services set out within the Management Agreement.
I traveled back from Manchester yesterday evening and yes I was delayed due to a technical fault earlier that day by c. 1hr. Whilst I cannot fault the standard of the cabin crew, the service given by the checkin staff was lacksidasical at best:
i)Despite knowing that the inbound aircraft on route to Manchester was delayed (via telephoning relatives at home), when I posed the direct question to the handling agent “Are we delayed” he replied “No, everything is ontime!”. I was not made aware of the delay until looking at the electronic departure board once through security;
ii) They had somehow managed to checkin groups travelling on the aircraft one behind the other rather than seated within the same row, something that (thankfully in our case) they were able to rectify only after a faily lengthy “debate”.
If I was in Malcom Harts shoes I would be seriously looking for alternative handling agents in Manchester, or at least seeking to ensure that the existing handling agent performs the scope of services to a professional level per the contract between themselves and Aurigny.
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Whilst Aurigny could not send a spare aircraft to Manchester when an evening flight was cancelled and get back to Guernsey before lights out, surely they could have sent a spare up to Manchester on the following morning?
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Stephen
Airlines aren’t like homes, they don’y have spare transport hanging around in their drives
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Jackie
Some airlines have spare capacity in case of emergency.
Also, some will charter a plane to “rescue” stranded passengers.
Still thank you for taking the trouble to inform me that spare aircraft are not parked on people’s drives. You learn something every day.
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Stephen
You are clearly anti Guernsey. Aurigny has no spare capacity – you knew that when you posted your ’solution’
The passengers got unlucky – it happens
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Jackie
So being critical of Aurigny management for not looking after its Guernsey customers is anti Guernsey.
Well I’m pro Guernsey and its folk, but critical of the treatment the ordinary Guernsey folk receive. This also applies to things such as Zero 10.
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I think you all need to A)get a life and B)Grow up! its a plane that has broken down, so what?!
did you read in the press the other day about that car that broke down and people couldnt get to work on time? NO!!!! because who cares!!! its something that happens, like oh its sunny today! quick post it on the press website so people can moan and argue over it!
Seriously people do u lot not have lives? i think if you all put this much effort into your marriage or home life you would be much happier. all i can say is i hope who ever you are, we are NOT related! i cant believe a bunch of ADULTS are arguing over a plane breaking down. oh yes its a shame people got stuck blah blah blah cry me a river! it happens everywhere in the world, dont blame the airline, its life! open your eyes people, people are dying, a young boy lost his life not even a week ago, people are starving in the world, people are flying planes into buildings and bombing cities! grow up, realise that life is bigger than the guernsey bubble! you lot need to get a life if you think a plane that broke down is worth getting angry over. i’m angry not at the plane but at you lot for being so childish!
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At a time when Guernsey needs tourists, a gesture by Aurigny that looked after its customers, would have done both the airline and Guernsey tourism, a lot of good.
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Vee – quality post!! best rant I’ve seen in ages (and I agree with you)
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Vee
awsome i also agree with you but moaning is something everyone does from time to time, some even enjoy it.
hit the nail on the head though
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Oh dear, a plane breaks down. Would the moaning passengers have preferred it took off and they all ended up in the sea, i don’t think so. I think everyone should be gratefull to Aurigny for having such stringent safety requirements, and be thankfull they are all safe! Ooh! we where delayed, get over it!
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Where’s Joey when you need him.Island’s superplane still has trouble changing in that telephone box?
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