Dear Mr Man

Thanks for contacting us about the recent removal of the arrivals service at London City Airport. I apologise for the delay in our response. I’m sorry your flight was oversold. I appreciate why you feel disappointed.

We’ve done a lot of research and listened to feedback from our customers to make sure your post-flight experience is enjoyable. We keep an eye on trends so we can make adjustments based on real customer arrival experiences all over the world, but it can be hard to get right for every customer.

We took the decision to change the arrivals service we offer at London City Airport because the majority of customers told us they wanted us to address environment concerns. We’re always looking at ways to reduce waste, both for the environmental impact of keeping the service running, and the amount of fuel that’s burned when carrying ing out additional visits to our partner hotel.

Thanks for giving us the opportunity to look into your concerns. We value your support as a Blue member of our Executive Club and I hope you and your travel companion enjoy our award winning arrivals experience at London Gatwick after flight from Orlando in August. Please feel free to contact me directly by using the blue link below if I can help you with anything else.

Best regards