Where Are the Fokkers?I was catching the 6:25am train to Victoria this morning, when I overheard another passenger on the platform, complaining angrily to his friend about EUjet cancellations this week.

Apparently, he had been trying to get to Edinburgh and his flight, along with a number of others, were cancelled due to the bad weather we've seen. "Acts of God", he could put-up with but he told me, he was really annoyed at being unable to find any information on the phone or the Internet when it came to checking the status of his lost flight.
"The phones were constantly busy", he said "and when I did get through, nobody seemed to know what the situation was. For an online business", he added "all the EUjet Web site could tell me was that the flights were 'scheduled' and nothing more. It simply isn't good enough."
I have some sympathy. In November, I was at Dublin airport looking at the departures screen, trying to find the check-in my ride back to Manston. It wasn't there.
I found myself standing with a group of equally puzzled EUjet passengers who had been told they were on the right spot by another airline but nobody from EUjet was to be seen.
I also tried calling the main EUjet number but didn't fancy a long hold and a large bill on my mobile phone and so I called the Head Office number and asked: "There's about thirty of us milling around the counter here at Dublin Airport, what on earth is going on? Are you flying back to Manston today or not?"
"I don't know", said the young lady at the other end of the phone but I'll find out."
Ten Minutes later, the departure screen suddenly flashed up our flight, a desk opened, followed quickly by a call from EUjet telling me that everything was now in order and apologising for the inconvenience.
Now that was a good customer service experience, quickly recovered by the girl at EUjet but only because I had their numbers stored in my mobile phone. Given the influence of weblogs, such as this, as a force for dealing with consumer issues, I would hope that EUjet make some subtle changes, putting-in place a separate flight information line, clearly labelled on their website and perhaps, an even better idea, an online flight information service, with up-to-the-minute passenger information on delays and cancellations.
It's a great little airline but like so many other budget operators in the airline business, it needs to iron-out a few rough edges. Customer service wins every time.