Airline apologises to passengers hit by 34-hour delay
AIR Scotland today issued a grovelling apology after passengers were offered just £8 to buy food and drink during a nightmare 34-hour flight delay.
The budget airline left more than 200 holidaymakers "hungry, tired and frustrated" after a jet fault caused huge knock-on delays.
Bosses today said the incident was "unfortunate but unavoidable" and offered their "sincere apologies".
They finally said sorry two days after up to 130 passengers were bussed from Glasgow Airport to Manchester when their Spanish-bound flight, which was due to leave at 7am on Sunday, suffered technical problems.
Furious holidaymakers, who booked for the Malaga flight, were then told their replacement jet had failed to turn up.
Families, couples and elderly passengers were put up in a hotel overnight until the plane left at 5pm yesterday … 34 hours after the scheduled departure time.
Despite the marathon delay, the passengers were offered only a £3 voucher at Glasgow Airport and a £5 token for an evening meal in Manchester.
And many complained they couldn't get through to a customer helpline for information because it was closed.
Meanwhile, there were angry scenes in Spain as more than 100 Scots suffered a similar delay as they waited to board the same plane home. Campaigners branded the way the people were treated a "scandal".
But today Lindsey Schultz, manager of Air Scotland, said: "It was totally unacceptable and we offer all the passengers involved our sincere apologies.
"We had a technical problem with one of our aircrafts and we were let down when we tried to arrange a replacement.
"Since the buyout in January, we have worked hard to restore Air Scotland's reputation. This incident was very unfortunate but was unavoidable.
"When it comes to compensation, each individual will have their case reviewed individually, depending on their circumstances. Once again, I would like to apologise. A 34-hour delay is totally unacceptable."
Glasgow East MP David Marshall, who has campaigned for a better deal for air travellers, said: "Air Scotland's becoming notorious for this. They way these people were treated was an absolute scandal.
"These operators are cutting costs to the bone. I urge the Civil Aviation Authority to launch an inquiry into operators who put cost before their customers."
Passenger Susan Reid, 40, of Fife, who checked in for the flight at Glasgow Airport at 4.30am on Sunday, said: "There was no explanation from the airline and there were young children and elderly passengers who were hungry, thirsty and tired."
The airline's customer service helpline was closed yesterday because of the bank holiday and callers to its Glasgow HQ were greeted with a recorded message.
Officials at Malaga said Scots hit by the knock-on delay were taken to a hotel to wait.
The jet left Spain at around 9.30pm last night and arrived back in Glasgow after midnight.
TIMESFILE:
•EU regulations state airlines should pay passengers up to £170 for flights of less than 935 miles which are cancelled or are overbooked
•Pay-outs rise to £276 for flights between 935 miles and 2215 miles, and £415 for flights over 2215 miles, where no alternative flight is offered
•The compensation package includes free meals, refreshments, phone calls and hotel accommodation for flights delayed overnight
•Airlines are able to get round paying out the maximum compensation by offering alternative flights
•Airlines failing to comply risk fines of up to £5000 per passenger