Doha on April 14, departing at 0800 on the way to Salalah in Oman. I think if you fly frequently you
notice things more. Te cabin staff around 12K – led by a crew member named Anna – smiled, served, remained calm and helpful in somewhat trying circumstances, and, most importantly, never forgot that they were constantly in the public eye. Anna looked at her customers as she served food and drinks, and gave personal attention. No roll-of- the-eyes over a tough customer. And the hot, tasty and fresh food was
the order of the day. I thanked her and asked to speak to
the cabin crew director. I am glad I did because Ali thanked Anna on the spot. My transfer in Doha was quick and painless. Now I am looking forward to my return journey a week from now. Iain Stirling, Stranraer
WHO PAYS THE F ER R Y M AN? Alex McWhirter’s article “Sleeper Success” in the May issue of Business Traveller perpetuates the factoid rolled out by the PR department of Scottish Executive [Government] that they initiated, and paid £50 million for, the new Caledonian Sleeper. In the Scottish “Rail 2014”
consultation document released in Edinburgh on November, 15, 2011, Transport Scotland discussed reducing, or even removing, the sleeper services. Specifically, there would have been none at all London to Glasgow. In the UK
Chancellor’s Autumn Statement later in November 2011, George Osborne offered £50 million of UK taxpayers’ money to upgrade the service if, and only if, the Scottish Executive chipped in too. It was not until December, 15, 2011
that the Scottish Executive agreed to match the offer. It was George Osborne and the UK
taxpayer who saved the Scottish Sleepers. Brian Yates, Edinburgh
A L E X MCWHIR T ER REP L IE S : The future of some Anglo-Scottish sleeper services had been in doubt since well before 2014. Back in 1995, in the days of British
Rail, the Fort William sleeper was threatened with closure because it was losing £2.5 million a year. But it was reprieved as it served remote Highland communities and provided a direct link to London for parliamentarians. Today the situation is quite different.
Private investment has led to the introduction of new rolling stock that will eventually replace the current 40-year-old trains.
GRUEL L ING E X P ER IENCE WITH VUEL ING My girlfriend flew Vueling from Barcelona to London and her luggage was delayed and then lost (she has since got it back). Te Vueling agent at Heathrow assured her that it would be delivered to our address within 48 hours
and gave her a tracking number and a hotline to call (0844 338 7780). Te customer service hotline provided
is a premium rate number, but there is no warning that you will pay a premium rate. No alternative number was given in their letter. We tried the hotline several times, and were put on hold for up to 20 minutes (while being charged for the pleasure). When we finally got through we were told that her bag had arrived in Heathrow hours ago, but that they couldn’t tell us where it was. We were assured we would be called
in the evening to arrange delivery (which would be three days aſter landing), but no call was forthcoming. Attempts to contact Vueling by email
and Twitter led to canned responses and redirection to its premium rate number. Its customer service was a disgrace,
something that seems to be reflected in online reviews. However, the fact that it continues to promote premium rate numbers for its customer service should be flagged up.
Yin Wu, London
B U S INE SS TR AVE L L E R R EPL I E S : We contacted Vueling about this issue, but did not receive a response. The 0844 number above costs from 7p per minute to call, but a quick Google reveals an alternative number – 020 3514 3971. Calls to this number are charged either at a local call rate, or are free from many UK mobile networks.
→ T E LL US ABOU T YOUR T R A VE L S AT TAL K T O U S@B U S INE S S T R A VE L L E R . C OM 23
bus ine s s tr a v el ler .c om
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