McArthur urges Loganair to address ground-handling and customer service concerns

Orkney’s MSP Liam McArthur has reinforced the need for Loganair to take urgent steps to address serious ground-handling and customer service issues that arose at the weekend following flight disruption.

Mr McArthur was in contact with Loganair management over the weekend and met with senior representatives today (Monday) to discuss the many concerns raised by constituents affected by cancelled flights on Friday and Saturday.

Following the meeting, Mr McArthur said:

“Islanders know better than most that travel plans can be disrupted by poor weather. When this happens, however, they have a right to expect to be looked after and steps taken to get them to where they need to be as soon as possible.

“From the accounts of constituents who have contacted me it is clear this was far from the experience of those caught up in the disruption at the weekend. The treatment of passengers appears to have fallen well below an acceptable level, prompting justified anger amongst many of those affected.

“Loganair has taken responsibility and offered an apology, which is welcome. However, what the travelling public want to see is steps taken to avoid any repeat. In my meeting with Loganair today, I stressed the need for the airline to have a presence in the Scottish mainland airports, including Edinburgh. Working alongside the ground handling teams, such a person could help coordinate the response in the event of flight disruption and escalate matters within Loganair.

“I have also urged Loganair to make contact with passengers directly, reiterating their apology, clarifying the steps being taken and seeking to make amends for what happened. Thankfully, our lifeline air service has been more reliable in recent months, but when things go wrong passengers need to know that Loganair will meet their needs.”