Air travellers distressed by 'really mean' service

Exhausted and overwrought passengers on Aer Lingus flight EI 1407 from Rome emerged into the arrivals hall at Dublin Airport at 6.15pm yesterday, more than 29 hours after their original flight time.

The passengers, some with small children and babies, said they had received little assistance and still less information, during their overnight stay at Leonardo Da Vinci Airport.

"The experience was dreadful for everyone concerned, but I think it's worse when you're looking after children as well," said Dorothy Smith who had travelled with her two children, Hannah (4) and Naoise, 21 months.

"It was terrible. I asked for help, but nobody seemed willing or able to do anything."

Snack vouchers were provided, but food was limited, she said. "They were actually really mean. The vouchers allowed you an apple and a drink or a sandwich and a drink, but not both. It just seemed a mean attitude."

Mary Galvin, who had been on a short break with friends, said she was disappointed with the airline's attitude. "There was a short address and an apology for the delay when we landed, but no proper explanation for the delay."

The executive producer of TV3's Ireland AM Debbie O'Donnell, who was returning from a wedding, said the lack of communication exacerbated frustration at the lack of facilities.

"We were bused out to a hotel, 40 minutes away at 9.30am and then back again at noon. When eventually we got on the plane, the toilet was blocked and there were no sandwiches. I paid nearly €400 for the ticket - at that price, you'd expect a bit more service," she said.