More correspondence following my last letter

From Angela Harding today:

Dear Mr Skegg,

Thank you for your further contact. I was sorry to read that you remain dissatisfied with the previous response as we do try to deal fairly and appropriately with all matters brought to our attention. I am sorry if you felt some of the information was incorrect as this has been collated from information provided by our Overseas Team and Operations Centre. Please allow me to address the further points which you have raised. 

The welfare offered regarding food and drinks was over and above the guidelines provided by the Civil Aviation Authority and our company delay welfare procedures. Depending on airport facilities, we provide light refreshments for a delay of 2-4 hours, a meal or vouchers for a meal - for 4-8 hours, overnight accommodation 8-12 hours if it's necessary and possible. You will find this information in the A-Z Guide at the back of the brochure. 

We have provided you with the opportunity to get refreshments at the start of the delay, snacks and drinks on arrival at the accommodation - via the all-inclusive facility - and an evening meal at the accommodation and also a drink and croissant for breakfast the following morning. We would generally not provide welfare on an all-inclusive basis however, on this occasion, this was arranged in order to make you as comfortable as possible. Between 11pm and 8.00am we would not be obligated to provide you with any food or drinks. For breakfast we provided the handling agents with £5.00 per person with the instruction to provide a drink and a snack. I am sorry if you feel the welfare offered was below your expectations. 

During this time we would provide as much support and information as possible. This may not mean that a representative will be with you throughout the whole delay period, but we will keep you updated when we can. We do have the 24-7 Holidayline and I understand that a fax was sent to the accommodation with relevant information. When the Representatives are present it may be that they have no further information or updates to share and are just there to reassure customers. I am sorry that you felt the Holiday Advisor and Airport representative was unhelpful. 


In the event of a flight delay we have to consider all passengers affected, even those that will be affected as a knock-on effect, by disruption within the fleet. We will, therefore, operate the flight at the earliest opportunity that will cause the least disruption to our customers as a whole. 


With regards to the flight steps and baggage handlers, they will prioritise scheduled flights, but it is not necessary to book this service as an airline as they will be aware of incoming flights. I can only apologise for any incorrect information provided to you at the airport.


I can only apologise that you remain disappointed with the service offered. I am sorry that I am unable to give you further clarification or break down of the delay. I do appreciate that this may not be the outcome that you are looking for. Should you require any further information or to pursue the matter further then it is now at your discretion to proceed as you deem appropriate though a third party. However, I hope that I have been able to clarify the further points raised.


Yours sincerely,


Angela Harding
Investigations Team
Customer Support Team Manager
After Travel Customer Support
Tel 0844 871 0882