Chief should travel through airport incognito for truth about customer service
The plaintiff bleats of chief executive Gordon Dewar in response to Sebastian Allaby’s criticism of the treatment of passengers at his airport, indicate Mr Dewar’s abysmal ignorance of the experiences suffered by ordinary passengers (Letters 20 July).
Mr Dewar berates Mr Allaby for complaining via the national press instead of “coming to us directly”. Really? A harassed traveller being herded through the melee of check-in and belligerent security procedures is in no position to find anyone in authority to complain to. Edinburgh Airport officials are invisible at the airport, and it is easy to imagine the short shrift a passenger would get if he could find anyone who would listen.
Mr Dewar should try to travel through Edinburgh Airport incognito rather than pen a lengthy, fatuous letter extolling his righteousness with sanctimonious claims of imagined excellence, then condemning Mr Allaby as “wrong”.
DAVID HOLLINGDALE
Easter Park Drive, Edinburgh
Gordon Dewar laments the fact that a disaffected passenger, Sebastian Allaby, did not raise his complaints directly with the Airport before contacting a national newspaper.
At last the chief executive has appeared above the parapet! He writes that he wants to know when the airport has fallen short. Let’s hope he follows his words with action.
Many of us are unhappy with our “passenger experience” at Edinburgh Airport.
On a quiet weekday midmorning last February, we had a serious complaint about the delays which we and others endured at airport security. I tried to find a staff member at the time who would deal with the situation; but despite approaching several staff around the airport, nobody would respond, or even knew how to contact the duty manager.
Finally, the manageress of the Priority Lounge took responsibility and called the duty manager herself. The duty manager then sent someone to speak to us who advised us to email the airport with our complaint, which we did. The eventual response from the airport was very poor and evasive.
But the email trail we received revealed that the chief executive had known about our complaint letter.
So, Mr Dewar, make sure that all your 7,000 staff know how to deal with passengers who make a complaint at the time. Then when someone does complain, listen to what they say and show you have taken action.
FIONA GARWOOD
Ormidale Terrace, Edinburgh
How I agree with the article by Sebastian Allaby in Tuesday’s Scotsman. I had to return from Australia 48 hours after landing on learning that my husband had died suddenly and unexpectedly.
After a nightmare journey which meant three flights, I finally arrived at EDI to be held outside on the Tarmac for about 30 minutes in rain and wind because the immigration hall was full. An Arab lady behind me asked if it was always “like this”. I had to admit “yes”. On reaching the Border guards I was greeted thus: “Where have you come from?” No “good morning” or “welcome to Scotland”, just a growl. On other occasions I have arrived to find the passport readers unusable and to be told by a member of staff, with a laugh, “it happens all the time”.
Edinburgh Airport staff should be taken to airports such as Singapore to see how customer service works.
Frankly, I am embarrassed by my home country’s public servants. Perhaps they should remember we, the paying public, actually pay their wages.
RHODA SWAN
School View, Bo’ness
Although I have not experienced exactly the same hostility from airport staff as Sebastian Allaby, I have to say that I agree with his overall point that the level of welcome in Edinburgh often leaves something to be desired.
As a regular skier I often pass through the airport to and from the Alps and my particular gripe is with local taxi drivers.
Arriving off the airport bus at Waverley Bridge (often after a long journey that has started before dawn in the mountains) one is met by a taxi rank of (often) sullen drivers who offer no help with heavy bags and skis – and seem to regard skiers as an alien species. Their attitude is in contrast to taxi drivers at airports around the world who welcome custom and seek to help their clients.
Edinburgh earns huge amounts through tourism but many of those who earn an income through travellers would do well to change their off-hand (and sometimes openly hostile) attitude.
It is surely not the image the Festival City wishes to promote.
PETER LEWIS
Albert Terrace, Edinburgh