Service Diary
Name of service firm: Air Lingus
Type of service: Airline
Date and time of encounter: 03/06/10 10.00 am
Price of service: 105.00 euros
Brief Encounter:
After a year in Australia, it was time to face the 24 hour flight home, so my friend and I booked our tickets which consisted of travelling with two airlines. We flew with Quantas to Germany and the second flight was on Air Lingus direct to Dublin. On the second flight home proved not so pleasant..
We boarded the flight which was a small plane, and waited to take off. The crew began by counting people on the plane with a pen and paper. After about ten mins we noticed a few cabin members go to the back of the plane, since we were at the top of the plane we could not see what was happening. There was no announcement made by the captain or any other member of the airline as to why we where delayed. After an hour of waiting an ambulance member walked on to the plane and escorted a woman off the plane. It was then I heard from a passenger what had happened. The woman had an ear plug stuck in her ear and wasn’t able to remove it. The woman returned after fifteen minutes , and it was only then we heard from the captain over the intercom, that we had misses our time slot because of the delay and we had to wait a further twenty minutes to be cleared to take off. When we did eventually take off the remaining of the flight was fine.
Level of Satisfaction:
I would describe my level of satisfaction with this encounter at the lowest end of the scale at 1. Extremely dissatisfied with the service I received from Air Lingus.
Reaction to Encounter:
I was very angry at the time as I had already been travelling for a day and just wanted to go home as quick as I could. I was tired and frustrated . If the members of staff had handled the situation better I wouldn’t of felt so angry and upset. I feel like they were not acting in a professional manner to keep all the passengers from getting agitated
Type of service: Airline
Date and time of encounter: 03/06/10 10.00 am
Price of service: 105.00 euros
Brief Encounter:
After a year in Australia, it was time to face the 24 hour flight home, so my friend and I booked our tickets which consisted of travelling with two airlines. We flew with Quantas to Germany and the second flight was on Air Lingus direct to Dublin. On the second flight home proved not so pleasant..
We boarded the flight which was a small plane, and waited to take off. The crew began by counting people on the plane with a pen and paper. After about ten mins we noticed a few cabin members go to the back of the plane, since we were at the top of the plane we could not see what was happening. There was no announcement made by the captain or any other member of the airline as to why we where delayed. After an hour of waiting an ambulance member walked on to the plane and escorted a woman off the plane. It was then I heard from a passenger what had happened. The woman had an ear plug stuck in her ear and wasn’t able to remove it. The woman returned after fifteen minutes , and it was only then we heard from the captain over the intercom, that we had misses our time slot because of the delay and we had to wait a further twenty minutes to be cleared to take off. When we did eventually take off the remaining of the flight was fine.
Level of Satisfaction:
I would describe my level of satisfaction with this encounter at the lowest end of the scale at 1. Extremely dissatisfied with the service I received from Air Lingus.
Reaction to Encounter:
I was very angry at the time as I had already been travelling for a day and just wanted to go home as quick as I could. I was tired and frustrated . If the members of staff had handled the situation better I wouldn’t of felt so angry and upset. I feel like they were not acting in a professional manner to keep all the passengers from getting agitated