Phone rage forces airport to suspend helpline

By Linsey McNeill
Home » Phone rage forces airport to suspend helpline

Edinburgh Airport was forced to temporarily suspend its customer helpline over the weekend due to the number of abusive calls staff were receiving from passengers calling to locate missing bags.

The helpline has since been reinstated.

An airport spokesperson said removing the helpline over the weekend had also helped staff deal with the backlog of messages about lost luggage.

Responsibility for luggage lies with the airlines and their handling agents, but the airport said about 90% of calls to its helpline were about lost bags.

“The phone line was temporarily suspended because our staff were having to answer questions on behalf of other organisations and when customers were told that baggage is nothing to do with the airport they were getting abusive,” said the spokesperson.

“We need to suspend the service to give our staff a break and to put in place measures to deal with the backlog of enquiries.”

They said the airport has in place a number of alternative measures to help customers trace missing bags, including a chat bot on its website. Those who call with queries will be sent a text message with further advice.

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