We are committed to continually improving the service we provide.
While we will always strive to do our best, we know that we won’t always get it right. In instances where our standards of service are questioned, we welcome the opportunity to correct this and learn from the outcomes to enhance our customer service experience.
We are keen to hear examples of good practice, excellent customer service, or of the simple attention to detail which exemplifies the personal service we provide to our passengers and customers.
We will use the feedback we receive to monitor our performance and will incorporate this information into our planning and governance processes in order to continually improve our customer service.
We hope to be able to resolve any issue you have at our ﬁrst point of contact wherever possible. However, where this is not possible, or the matter is complex, we will undertake a full investigation into a matter.
We will acknowledge your complaint within three working days and respond to you with the outcome of our investigation within 20 working days.