Archive says "sorry"

May 11, 2009 at 00:00 would like to reassure all our passengers that their safety and comfort is of paramount importance to us.  As a leisure company, we go to extraordinary lengths to make sure that people really enjoy the experience of travelling with us, but like any organisation we occasionally make mistakes and this is what has occurred in the case of the passenger on Watchdog.

We would like to say that we are truly sorry and that we are doing everything we can to make amends. has been the subject of the BBC’s Watchdog programme, featuring a passenger who was taken ill during one of our flights and the subsequent en route diversion to seek prompt medical assistance.  As the cost of diverting an aircraft is significant and travel insurance policies should cover this, we invoiced the passenger after the flight with the intention that he would in turn be reimbursed by his insurance company.

The passenger has an ongoing medical condition which we believed should be covered by his insurance as the diversion costs are a bona fide medical expense that relate directly to the passenger’s condition.  The Spanish hospital charges and repatriation to the UK were apparently covered and so we believed the diversion expenses should also have been similarly eligible. The insurance company, Global Claims services has however refused to pay this element of the claim.

It is worth noting that offers competitively priced travel insurance that covers all medical costs, including aircraft diversions.

It was never our intention that the passenger involved would have to personally settle the costs incurred and as such we have taken the decision to cover all the expenses involved ourselves.  We have reviewed our policy in this regard to ensure that all similar costs are covered by us now and in the future.

We appreciate the distress that this situation has caused one of our passengers and we have issued him and his wife with a full and unreserved apology.  In addition we are offering them free flights with which we sincerely hope they will take up.