You can read the passengers’ timeline of events HERE.
After receiving the passengers’ letter, Mr Bezuidenhout, pictured top, initially emailed them offering an apology and asking for time to gather information about what happened.
He has now responded in full. You can read his full response HERE.
“From the outset, I offer my sincere apologies for the service you had received and for the experience overall. Whilst various factors, both inside and outside the control of Aurigny, played a role, I take accountability on behalf of the company,” said Mr Bezuidenhout.
Pictured: When the aggrieved passengers wrote to Aurigny, they copied their letter to Deputy Peter Ferbrache, the President of the Policy & Resources Committee, although political responsibility for the airline sits with the States’ Trading Supervisory Board, of which Deputy Peter Roffey is President.
After reviewing the events, he concluded that weather had a significant effect on the passengers’ experience last Friday, 18 February, when they were meant to be flying from Guernsey to Birmingham.
“Storm Eunice has been the worst storm recorded in the UK since 1987, affecting all modes of transport,” said Mr Bezuidenhout.
“By 13:00 on Friday, 436 flights across the UK had been cancelled, the UK Meteorological Office had issued its rarely-used and highest-level Red weather warning and airports closed in totality (e.g. London City) or partially (e.g. Heathrow diversions redirected to other ports).”
In his reply to the passengers, Mr Bezuidenhout goes on to set out in some detail the chain of events which led to the cancellation of their first flight.
Pictured: The affected passengers were diverted to London Gatwick before being taken to Birmingham by bus.
Despite outlining that there were legitimate and unavoidable reasons for the flight cancellation and delays, Mr Bezuidenhout acknowledged that Aurigny did not deal well with the passengers affected.
“Whilst the extraordinary weather conditions and the consequences thereof, and an unforeseen technical challenge, was at the root of this unfortunate experience, there were things that Aurigny could have done better,” he said.
He also thanked the airline’s staff who had tried their best to assist the passengers.
“I do take note of your commendation of some Aurigny staff, and whilst I sincerely regret your experience, I would like to add my appreciation to Aurigny’s employees who endeavoured to make the best of a bad situation,” he said.
Pictured: Nico Bezuidenhout, Aurigny’s Chief Executive, said the company was working to improve customers’ experiences in various ways.
Mr Bezuidenhout told the passengers of the States-owned company’s plans to review and improve aspects of its service.
“A process is underway to achieve exactly this, involving improved punctuality performance, a definition of the desired customer experience and supporting interventions to achieve this,” he said.
“Prior to the events of the weekend, Aurigny commenced an initiative of reviewing its overall service disruption process, and a further and deeper analysis of your experience, which you kindly relayed in detail, will take place in the coming days. It is very likely that further shortcomings/areas of improvement will be identified.
“In conclusion, I recognise the service shortcomings evidenced in your experience, and unreservedly apologise for these, and we will be in further direct contact with you and each of your fellow passengers.”
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LETTER: Aurigny passengers on their ordeal with the States’ airline