Its with deep regret and utter shame I am writing this letter. I am a doctor working in UK. I travelled from Cologne to london on 25/02/2019. I had a very pathetic experience in the check in for my flight operated by stobart air. I reached 3 hours before the check in in the airport. I was told that my name is not in the passenger list. I was asked to wait and told that everything will be rectified when i showed by airlines booking confirmation. I waited patiently. As the boarding time was approaching,i again confirmed if everything was alright. I was even told that as my booking is correct,there is a provision to add my name to the passenger list if nothing is happening. I again waited patiently. But the lady in the reception told me towards the end ,I cannot travel in the flight and I have to reschedule another flight. I called the flight customer care(fly be) which the same reception lady give me,and they told me it was because of the technical error,and my name was added to the list within 2 mins. But by the time, boarding started and I was not able to travel. I was clearly told ,if the same phone call was made within 15 mins,I could have travelled.
I was almost the first passenger who came to check in and this is what happened to me. after 3 hours of waiting. As I had an urgent meeting I immediately booked another emergency flight which cost me almost 200£ just because of the inefficient handling of the check in officials. I want to take this further forward and make a formal complaint and want to get my compensation.
Dr Joseph Sachin
Luton - Waterford Return. Check in at Luton quick and efficient. Its nice to have flights using the smaller types of aircraft such as the ATR with a max of 70 people to check in. ATR 72 was fine with comfortable seats. Cabin was a little bit tatty in places. Arrival at Waterford very easy and quick, a bonus when using small airports. The return, 4 days later suffered two delays. The first of which (about one hour) was notified to me by text message the night before. The knock on effect was that the Luton and Manchester flights were checking in at the same time. This stretched the facilities at Waterford to maximum. We were then advised that the aircraft already at Waterford had a technical fault and a spare aircraft would have to be flown in from Dublin. This duely arrived but our departure was now 5 hours late. Vouchers were given for food and drink as a gesture of goodwill. Return flight fine and FAs pleasant and helpful, this time giving food and drink free of charge. One week later I received a letter from the airline explaining the reasons for the delay and extending their apologies. It also included a travel voucher worth 50 Euros.
Waterford - Luton return. Good online fares, timetables. Was pleasantly surprised at the amount of legroom on board the ATR. Cabin crew very friendly both segments, and inflight service reasonably priced. If at all possible avoid seats beside the engines as they are get the most noise. The only negatives I found were check-in systems very slow and the appalling attitude of the ground handling staff in Luton. My wife told them that two of our party would be there in a minute or two, as they were slightly mobility impaired: her reply was to roll her eves skyward and tut-tut. I remonstrated with this young lady, and got a lecture as to how difficult their job was. When I pointed out that had the check-in not malfunctioned then we would not have been so late getting to the gate, I received a growl in reply. Overall I consider Aer Arran to be a quality carrier, but in need of serious examination of their ground handling contractor.
Excellent friendly and punctual service. Manchester to Waterford return. Managed to get a drink inflight and didn't have to pay for luggage (unlike Ryanair). Also received a seat number (unlike Ryanair). Will use them again.