Wick-Aberdeen flights have ‘fallen short’ of expectation – new measures agreed to improve service
A series of changes will be made in an effort to improve the reliability of Wick-Aberdeen flights after a catalogue of complaints.
The new agreement for the “lifeline” service includes timetable changes and guaranteed refunds or taxi transfers for cancelled flights.
It comes after we reported how Eastern Airways, which runs the public service obligation (PSO) passenger service, had racked up an £18,000 taxi bill following a number of grounded flights.
One passenger accused the airline of “not caring about Wick” after a last-minute cancellation left him and his wife in limbo after being told there were no problems with the flight at Wick.
Several other complaints were raised and Highland Council leader Raymond Bremner said it was “really disappointing” that the service problems were causing a considerable amount of concern.
The new agreement was made at a meeting between the council and the airline and are said to have been “carefully considered to reduce cancellations and restore public trust” in the service.
The flights are subsidised by a PSO funded annually by Highland Council (£300,000) and the Scottish Government (£1 million) over three years from April 2022. Funding for the service beyond March 2025 is yet to be finalised.
The measures agreed were:
• To protect the route as a six-day service as it is essential for business connectivity and the wider economy;
• Reduce flights from twice a day to once a day on Tuesdays, Wednesdays and Thursdays due to very low demand for the morning midweek service;
• Earlier departure times on afternoon/evening flights to reduce the chance of adverse weather disruption in winter, as well as improving onward connectivity with Manchester, Humberside, Birmingham and London;
• Retain the Sunday service unchanged as there is a strong demand for the Sunday flight;
• No price changes until March 2025;
• Guaranteed offer of a refund or taxi transfer in cases of cancellation.
The new timetable will come into effect on Monday, October 14, and operate throughout the winter until March 2025.
Highland Council said the changes were designed to protect the future sustainability of the service, adding that the Wick-Aberdeen route is regarded as crucial to the north Highland economy and the wider community.
Passenger numbers on the service were said to be on the rise earlier this year, with figures showing passenger growth of 25 per cent in the second year of operation and monthly passenger numbers often exceeding 1000.
However, over the past 12 months, overall reliability fell from upwards of 90 per cent to an average of 85 per cent, while September 2024 dipped to 79 per cent.
“Operational issues or adverse weather” were said to be to blame for the latest dip in performance.
Partners involved in the service believe the new timetable will deliver meaningful service improvements in the months ahead.
Roger Hage, commercial director at Eastern Airways, said: “We are acutely conscious that recent service levels have fallen short of the standards our passengers expect.
“We have listened to passenger feedback and on discussion with partners we have decided to make some changes which we believe will deliver improvements in the Wick-Aberdeen service.
“We hope to restore confidence in the service and welcome an increased focus on onward connectivity to allow easier use of Aberdeen through the more challenging winter months.”
Malcolm MacLeod, assistant chief executive (place) at Highland Council, said: “In light of recent issues with the service, all stakeholders got around the table and had a deep and constructive conversation about improving service standards.
“We believe that these changes are the right move to create a more reliable and sustainable service, and we are confident from our discussion with Eastern Airways that the changes will bring immediate improvements.
“We view the Wick-Aberdeen flights as a lifeline service to the north Highlands and we all remain absolutely committed to making a go of it. We would ask passengers and the wider community to support the service as we deliver these improvements.”
The timetable from October 14, 2024:
Wick to Aberdeen: Monday - 11:05am, 6:05pm. Tuesday - 4:25pm. Wednesday - 4:25pm. Thursday - 4:25pm. Friday - 11:05am, 6:05pm. Saturday - No scheduled flights. Sunday - 3:05pm.
Aberdeen to Wick: Monday - 10:00am, 5:00pm. Tuesday - 3:20pm. Wednesday - 3:20pm. Thursday - 3:20pm. Friday - 10:00am, 5:00pm. Saturday - No scheduled flights. Sunday - 2:00pm.
