Loganair has announced a forthcoming meeting with Menzies, the ground handling agent, following a recent incident that triggered complaints from passengers. In October, travelers experienced disruptions at Edinburgh Airport when their flight was unable to land at Kirkwall or Sumburgh due to adverse weather conditions.
Passenger Complaints and Airline Response
After the incident, several passengers voiced their frustrations concerning the behavior of Menzies staff, describing it as “unprofessional and rude.” One affected traveler recounted the ordeal, stating they had to arrange their own transportation and accommodation in Aberdeen after receiving inadequate support at Edinburgh. The situation left them without food, clear information, or assistance.
Loganair’s Chief Operating Officer, Natalie Bush, expressed regret over the handling of the situation, labeling the response as “not deemed appropriate.” She noted that subsequent disruptive events were managed more effectively.
Concerns from Local Representatives
West Mainland Councillor Liz Peterson criticized the incident as “just not acceptable.” She raised concerns about what travelers from Shetland might face if they had to return to Edinburgh under similar circumstances. Peterson challenged Bush to provide reassurance regarding future incidents.
Operational Improvements
Despite the challenges, Bush emphasized that Loganair must collaborate with handling agents at larger airports like Edinburgh and Glasgow. She highlighted that Loganair has “disruption specialists” available around the clock to address such events. However, she acknowledged that swift responses are not always guaranteed due to the dynamic nature of airport operations.
“Sometimes it takes longer to secure accommodations,” she explained during a transport forum. Bush confirmed that a meeting with Menzies is expected within the next week to assess the situation and develop strategies to prevent a recurrence.
Future Actions
A spokesperson for Loganair reiterated their commitment to working closely with Menzies to understand the errors that occurred during this incident. The airline aims to ensure that passengers receive proper support in the event of future disruptions.
- Meeting with Menzies scheduled in the next week
- Loganair has 24-hour disruption specialists
- Efforts underway to improve passenger support
The airline’s proactive approach reflects a dedication to enhancing customer service and preventing similar scenarios in the future. As they navigate this challenge, enhancing collaboration with ground handling agents remains pivotal for Loganair’s operational success.
