Sir, - I was a passenger on a scheduled Aer Lingus flight from London arriving at Dublin airport about 10.30 p.m. We were made to embark in the middle of the aeroplane parking lot. Men women and children were then herded onto a bus (one bus for a full plane) constantly being told to "squeeze in there". The bus then brought us to what could only be described as a building-site entrance into the airport building. The bus was parked so close to the wall that it was difficult to disembark without colliding with the wall.
the scene that greeted us in the baggage claim hall was bedlam. Hundreds of people racing around in confusion and panic. Children crying, women and men panicking, with baggage and luggage strewn everywhere. Each of the baggage lines was completely encircled by hundreds of stressed and anxious people trying desperately to find their belongings. In the middle of this madness was an older woman totally overcome by the situation. She stood terrified and frightened, saying over and over again, "O my God, what am I to do?" Not a single Aer Rianta staff person was to be seen. Other passengers were the only people available to offer some help and assistance to the frightened customer.
Negotiating Dublin airport with its lack of facilities, overcrowding, and total lack of staff in the arrivals area is a most stressful and degrading experience. This is not the first time I experienced Aer Rianta's disgraceful service. Returning from my summer holiday last year I came through Dublin airport and endured the same wild frenzy that Aer Rianta refers to as service. In a subsequent conversation with Aer Rianta staff I was told: "I pity anyone coming into Dublin during the summer".
Aer Rianta is entrusted with the responsibility of providing an adequate and safe service to incoming customers. In this it has failed miserably. - Yours, etc.,
Cecil Allen, Seapark, Malahide, Co Dublin.