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Complaint Date 01/01/2004 |
Complaint entered by kirkstarship@msn.com |
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Last update 28/10/2007 |
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Complaint Date 01/01/2004 |
Complaint entered by kirkstarship@msn.com |
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My wife and
I were travelling from East Midlands Airport on the 23 December 2003 to
Alicante, flight number BY506A. We checked in without any problem or incident at around 4.30am. My wife handed over the flight tickets along with what we thought were our passports. The female on the check in desk appeared to check the passports and tickets asked the normal security questions and accepted our luggage and issued our boarding passes. After checking in we went through to departures looking forward to our vacation. The call went out that the aircraft was ready to board. I asked my wife for my passport and instinctively checked it only to discover that I was actually in fact carrying my daughters passport! I informed the Servisair staff who were boarding the aircraft immediately, who told me that WE would be unable to make the flight and our luggage would have to be removed from the aircraft, only to find out later that my wife could have indeed made the flight as she had her passport how ever this was not by you but by a Thompson representative. My wife and I were in complete shock over the incident and arranged for my passport to be sent to the airport. My wife and I were put on to standby for the Air 2000 flight, flight number AMM417C/23. Unfortunately there was only one seat available on board the flight at a cost of £55.00, which my wife took. My wife who is of a nervous disposition when flying anyway was extremely nervous of the prospect of flying alone which, took her quite a few days to recover from and marred our Christmas holiday experience. I arranged a flight that went later with EasyJet at another additional cost of £127.99. I am amazed at this debacle especially with all the media coverage of the high standards of security in placed to ensure that all standards of safety are adhered to avoid any incidents. I'm sure that you will agree that this is a total breach of security and should have in fact been identified at check in. If that were the case the situation could have been remedied and my passport sent for so we could have made our original flight and incurred no extra cost to our vacation. Imagine my further amazement upon my return to discover that all airports have had the security level heightened and YOU as a company cannot even check the simplest thing such as a passport! I am exasperated that I could check in on a female passport and what concerns me more is, if I had not identified the error myself, would I have in fact been able to indeed board the aircraft, as my faith in your company is not strong I suspect that indeed I probably could have. Due to all of the information I have detailed above I would like some compensation at the very least the additional cost of the two extra flights a total of £182.99. I look forward to a swift reply, as l am sure if you do not there would be other parties interested to hear my case, an advantage as I already work for the media industry . 
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We fully agree that this situation should have never occurred and that
this was a severe lack of security at the East Midlands airport, but we
did not think that Mr. Kirk could ask for compensation from Servisair
for not noticing a situation which he had caused in the first instance
for trying to check in with the wrong passport.
After he had noticed the problem with his passport and had notified the
staff, he clearly could not have continue his journey, but we could see no
reason as to why Servisair also refused his wife to travel out on the
plane.
Had Mrs. Kirk been allowed continuation of her journey then Mr. Kirk
could have taken the seat on the Air2000 flight at £55.00, which would
have been his only extra expense apart from the costs of getting the
correct passport to him.
We consequently felt that Mr. Kirk had a good reason for claiming the
cost of the EasyJet flight from the handling company and we wrote to
Servisair on behalf of Mr. Kirk requesting further details as to why his
wife was not allowed to resume her journey.
It took some time and a further letter to Servisair Head Office in
Manchester to get a reply, but they finally sent us a letter from the
Operations Manager at East Midlands Airport which was not quite the same
story as Mr. Kirk had told us.
According to EMA they had to unload both their luggage which was then
taken to the departure lounge for identification, but Mrs. Kirk could
have continued her travel with her own luggage, once this was identified.
The letter continued to say that Mr & Mrs Kirk were then offered one
seat on the Air2000 flights which they declined and that they both flew
out together on EasyJet later that day.
We passed the letter from East Midlands Airport to Mr. Kirk asking him
to confirm or deny the correctness of the information we had received
but, regretfully, Mr. Kirk never came back to us which would indicate
that the true diary of event was not quite as he initially told us and we
have consequently closed our file
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| Complaint Status: closed | ||
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