The adventure continues...

They retracted the airbridge and the door fell off, completely detached from the aircraft..

The flight is delayed until 13:00 but I managed to get re-booked on an in-between flight arriving at my final destination at 16.10.. a little later than the planned 11.30..

Mixed feelings about the handling of the incident which was a little chaotic as there was no announcement about our options after the captain spoke to us to inform us that the flight would not be leaving; this meant that everyone was queuing to speak with two gate agents and all asking the same question..

The result was a full flight of passengers getting pissed off and giving the agents a pretty hard time, which, in turn made them turn defensive, abrupt and unhelpful

Mad dash for the ticket desk, but ST elites were given priority ^

There was only one person on the ticket desk, and 2-3 Serviceair ladies supervising/standing around, which was just fueling people's tensions and this was being directed at staff, which is not really fair on them personally - it is the organization that is at fault for poor training and contingency planning.

Because we were all 'boarded' re-booking was taking some time (10-15min per person) to make re-bookings, especially since almost everyone has connections to re-book. More angry DYKWIA's...

Some points for Serviceair to address:

1.) Urgent, serious retraining for ground crew - seriously, how do you remove an aircraft door with an airbridge???

2.) Customer service training, simple stuff like a smile, welcome and attention (i.e. no personal chatting!!) would make a huge difference to what is an important first interaction between airline and pax.

3.) Clear communication with pax, a simple "ladies, gentlemen, we have two options for you: xxx" would have prevented a swamping and badgering of the GA's, sped the process up immensely and would have relieved peoples frustrations.

4.) Get supervisors to get their hands dirty: I cannot believe that there is only one guy in the airport who is capable of re-booking if there are three ladies who are capable of supervising him.. Jump behind the desk, even if you can only serve a few people, because each one you serve will reduce the queue time by 15min.

/rant