Sir, - Last Friday was a tough day for air travellers from London. Heathrow closed; flights cancelled; switch to Stansted; accidents on the M25 and 15-mile queues on the M11; six hours from London to Stansted Airport; uncertainty about what, if any, flights would be getting out late on Friday night: fatigue and frayed nerves.
Enter the airport, to the care of Aer Lingus. They were nothing short of superb. Aer Lingus staff constantly patrolled the check-in area, answering queries and offering reassurance. "Yes, there will be a flight shortly". "Don't worry that your flight has gone". "We'll have you on the next flight - you'll be home in no time". "Don't worry".
Later, I discovered that they had themselves been transferred from Heathrow 18 hours earlier to help at Stansted, and would have to return to Heathrow that night, after all flights had been got away. The check-in-crew were friendly and helpful. The flight staff too were cheerful, patient and informative - even offering all sorts of apologies for delays not of their making at all. It was easy, and appropriate, to feel proud of the national airline. They did get us away in no time, and they did do us proud.
I don't always feel kindly towards Aer Lingus's fare structures to the UK and Europe. Last Friday, however, an Aer Lingus ticket was worth its weight in gold. As were the Aer Lingus staff: golden, generous hearts! Thank you. - Yours, etc.,
Windgate Rise, Howth, Co Dublin.