Thank you for your feedback regarding the service you received from us prior to your holiday to Guernsey. Your comments were concerning so we have taken this opportunity to listen to the phone calls between yourself, Jas and her Manager Leanne. During the telephone calls both Jas and Leanne answered all your queries or questions because as you told them it had been 11 years since you were last on a flight. You raised the question with both Jas and Leanne about what would happen if on the day of departure you were too ill to travel and they explained that 100% cancellation charges would apply, we would then cancel down the booking and send you a cancellation invoice. At which point Leanne asked if you had travel insurance, she also explained that in Guernsey some medical treatments would be free of charge but not everything was and that is why travel insurance is required.
When you explained to Leanne what you had been told by Jas about completing the assistance form, Leanne apologised and explained that you had been misinformed and she offered to complete this with you on the phone. During completing the assistance form with you Leanne asked if you could manage the aircraft steps which you said you could, she asked if you needed a wheelchair from the check in to the plane but you told her that you didn’t require a wheelchair but would need help with your bags from when you were dropped off by the taxi at Bristol airport and on arrival to Guernsey. Unfortunately we are not able to arrange for a member of staff at the airport to meet and assist clients when they arrive to the airport, we can only arrange wheelchair assistance, which is what Leanne explained to you, she did say that in Guernsey there might be people in baggage reclaim who could help but the airline would also not be able to arrange for someone to help you with your hand luggage from the plane to the arrivals.
Regarding the seats on the aircraft, When you asked if it was possible to book an aisle seat. Leanne explained that you could pre-book your seats and they were £8.00 each way. This would guarantee you an aisle seat but she could not guarantee that you would not have someone sat beside you, in front or behind you, and if the flight was full and due to the weight distribution of the flight the airline may not be able to move you away from the other passengers. You told her you were aware of this. Leanne asked if someone sat beside you or sprayed perfume would this be an issue and you said you would be wearing a mask. Leanne told you that she just wanted to make you aware as she didn’t want to guarantee anything.
Leanne read through your holiday itinerary and all the services we had been asked for, which was return flights to Guernsey and a six night hotel stay. She never mentioned any transfers in the conversation and from the history of your booking we were never asked for transfers when we put the quote together. We regret that you thought you had asked for them. I can confirm that you were not charged twice for the seats a confirmation was sent out in error showing an outstanding balance for the seats. There was no demand, but this this resolved and new paperwork sent out.
As a goodwill gesture our representative Sue went to the airport in her own car to collect you and take you to the hotel, and we arranged for a transfer on your departure.
We apologise that you were unhappy with the service received from Channel Islands but having listened in full to the five phone calls between you and our staff we feel that they were professional in their manner in which they dealt with your booking, answering all your questions and ensuring that you were aware of what we could and could not arrange in the way of airport assistance but most importantly that we could not guarantee that although you had paid for an aisle seat that other passengers could not be sat beside you. We regret that you felt this was us being negative but it is our responsibility to ensure you were fully aware of all these things before you proceeded with the booking.
