Thomas Schaad
Google
Towning Incident
Being on a visit on private purpose I did use a C425 I fly apart my regular job. The aircraft was left to Biggin Hill Airport Crew the common way, secured, brakes of, all of that placards.
Late afternoon I got an E-Mail, my Dispatch Service received from Biggin Hill Airport. They stated that during towing a die-cast part was "falling of". The part is the Nose Gear Door Release Hook. Die-cast is not "falling off" but braking apart, when inappropriate handling is applied.
What did follow was exemplary for inferior customer service, problem handling and refusing responsibility!
First of all I was handed from one "OPS Manager" to the next "OPS Manager". All of them talking a lot, saying nothing and refusing any statement. In fact I stated to the last one, offending me with nonsens for korebthan 35 minutes, three times, that I was expected for pre-theatre dinner and a musical. He did not even take notice! Result: late for dinner, late for show, the day ruined, the airplane suffering major damage.
The next day I managed my maintenance to establish a ferry permit home, gear down, so we could leave Biggin Hill.
On arrival at the airport: nothing at all presented, everything refused, all of them hiding behind so called procedures! I would have expected
- copy of the Incident report
- copy of the safety report
- copy of the insurance report
- a name, number and E-Mail of a person in charge of the case
All of that was strictly refused by a "understand your frustration, this is procedure"
Finally this Chris printed me parts of the E-Mail communication I do have in my mailbox. But no signature, no stamp, Fotos and part of original text not included! Worthless! But the same Chris got pretty set up, realizing that I was explaining the case to other pilots, quite interested in. So, is that procedure? Not standing to facts?
This is not procedure! This is nothing than disappointment! Disappointment produced by inferior characters voiding any responsibility and not at all will to solve it the Gentlemen's Way! On the other hand, they did not at all feel shy, to present the invoice for "Handling" in full! I'm wondering what they consider problem management and customer service!
We sadly have only one way: I do have the names and the statements of the ramp personal. There was Swiss property destroyed. Luckily we do have a legal department in house and Swiss Courts, taking care of. I was open for about any solution, Biggin Hill Airport sadly not.
