Flyglobespan.com / Poor customer service
I am writing to inform you about the policy of Globespan, Scotland’s award-winning airline. I first flew with this airline about thirty years ago and was delighted when they increased their direct flights from Scotland to Spain. However, I am afraid that the rot has set in and I would like to warn other potential fliers. Reading the conditions carefully, it can be seen that the company reserves the right to re-schedule, cancel or amalgamate flights and add any extra stops. Additionally, the responsibility for checking any modifications lies solely with the customer. Therefore, when my flight from Barcelona to Glasgow (28 April at 13.35) was ‘re-scheduled’ by seven hours 45 minutes to 21.20, the first we knew about it was when we could not find any information about the flight on the indicator boards. (The flight was further delayed and took off around 22.10). There were no representatives at the airport and the airport did not have a contact number for the airline. In fact, what had happened is that the Barcelona-Glasgow flight had been ‘canceled’ and the passengers were put on the crowded Barcelona-Edinburgh flight, which then made an ‘extra stop’ at Glasgow. In the two-hour check-in queue, I heard several complaints of similar ‘re-scheduling’. Globespan have not answered my complaint. The company claimed by phone that they had sent two emails which I did not receive, despite checking it daily. I believe that it was a deliberate decision not to contact the customers to avoid us changing our travel plans. Personally, I would have never booked a flight arriving in Glasgow Airport at 23.45 given the difficulties of any onward travel at that time. I think this is the unfortunate consequence of the ‘low-cost syndrome’. Whether fliers pay a little or a lot for their tickets, they are treated to the same poor service with the excuse that the airline needs to keep costs down to offer competitive prices. With the holiday season approaching, be warned.