Guernsey Press

Aurigny scoring too many ‘own goals’

Aurigny receives a lot of negative press, some unfairly, but some the result of ‘own goals’.

Published

My wife had a return flight from Southampton that she couldn’t use, but I could, and tried to change the name by paying the £45 fee as outlined in the Aurigny Frequently Asked Questions section on their website.

There is a fee of £45 per name change, per flight. For example, changing one name on a return booking will cost £90. This fee applies to all passenger types.

Unable to do it online I called Aurigny, to be told that it was not possible, the new booking system did not permit name changes on single flights which were part of a return, it is only permitted if the change is for both flights.

The only solution offered was to cancel the flight in question (cost £45), receive a voucher for the balance, and then rebook the flight, at the fully flexible rate (as no cheaper options now available, despite the one just cancelled being a cheaper one).

This is all because Aurigny has installed a new system which cannot do what the previous one did, is this progress? It’s hardly customer-focused.

The net result, a flight that would have cost £45 for a name change cost over £200 (with the £45 cancellation fee), and all because the computer said ‘No’.

Come on Aurigny, help yourself to improve your image, it’s a software issue, please sort it out and help to improve customer service.

Nigel Clarke

Editor’s note: An Aurigny spokesman responds:

Thank you for passing on this feedback. As we are always looking for ways to improve our service our customers are more than welcome to provide feedback directly to our team via our dedicated customer service channels, details of which can be found on our website.

Customers can also use the website to find FAQs on how to make changes to their booking, and what types of changes are currently permitted.