Loganair under ‘tremendous pressure’ after seven-fold increase in customer calls

Loganair has reported a seven-fold increase in the number of calls to its customer team with many folk needing to rearrange bookings due to Covid-19 issues.

Chief executive Jonathan Hinkles said it has been a “real rollercoaster” for the team who had been working “flat out” to deal with the influx of calls.

Mr Hinkles, speaking at today’s (Wednesday) external transport forum said there had been a “huge number” of people seeking reassurance or trying to change  bookings after being contacted through Test and Protect.

“That has placed an absolutely tremendous pressure on our customer contact areas, so if anyone has been trying to get through and hasn’t been able to then my apologies,” he said.

Mr Hinkles said the team had been working “flat out” and had employed new recruits to deal with the pressure, with more joining next week. 

“There’s been a seven-fold increase in the number of phone calls over as many weeks, ranging from everything from ‘can I change my booking’ to ‘do I need to book a PCR test before flying’,” he added.

Mr Hinkles said Loganair had “beefed up” its website to provide more information without requiring a call

The website also has more options to help customers looking to increase their baggage allowance or pay an outstanding balance, which is also hoped to reduce the need for calls.


Add Your Comment
  • Robert Speht

    • September 16th, 2021 18:05

    Loganair has also changed a lot of flight times recently so many of the customer calls are about rescheduling because the newly allotted flight doesn’t suit.

    These additional calls could have been foreseen and blaming it on Covid is a load of nonsense.


Add Your Comment

Please note, it is the policy of The Shetland Times to publish comments and letters from named individuals only. Both forename and surname are required.

Comments are moderated. Contributors must observe normal standards of decency and tolerance for the opinions of others.

The views expressed are those of contributors and not of The Shetland Times.

The Shetland Times reserves the right to decline or remove any contribution without notice or stating reason.

Comments are limited to 200 words but please email longer articles or letters to editorial@shetlandtimes.co.uk for consideration and include a daytime telephone number and your address. If emailing information in confidence please put "Not for publication" in both the subject line and at the top of the main message.

200 words left

This site uses Akismet to reduce spam. Learn how your comment data is processed.


Get Latest News in Your Inbox

Join the The Shetland Times mailing list to get one daily email update at midday on what's happening in Shetland.