11 July 2007

Dear Mr H

Thank you for your letter regarding the Stornoway to Edinburgh service.

Firstly I would like to apologies for the delays that you have been experiencing in recent weeks and particularly for the baggage problems.

The service quality we have received from our new handling agent has not been to the standard expected and we are working very hard with Servisair to make sure we see improvements. Our change in handling agents was due to British Airways ceasing ground handling activity in Scotland and resulted in a very short timescale for us to get a new agent up and running.

A recruitment time lag and shortages of manpower have been the main reasons for the reduction in performance. Servisair are now getting their staffing to the required levels and we hope to see continual improvements in performance over the coming weeks.

We have been made aware that Servisair staff were asking for photographic ID and appreciate your frustration with this. We have advised them that this isn't a requirement and have asked them to stop.

Unfortunately we are also going into the busiest period for the airport and with the added security measures Edinburgh airport will be challenging environment for the rest of the summer.

Thank you for your patience and your kind comments regarding our cabin crew. Rest assured we are working very hard to make sure that performance returns to previous levels.

Kind regards

Susan Blacklaw
Sales and Marketing Manager