Ms Lynne Embleton:

I can check the number, but it is in the hundreds. We have added hundreds of agents in order to try to deal with customer queries. Given delays, cancellations and baggage, the volume of customer queries has increased. The time it is taking to try to resolves those queries has increased. They are not simple to resolve because they are out of our control in many cases. The overall demand on our call centres and customer care has therefore increased manyfold. Even though we are adding resources, we simply cannot respond to every customer in the timely way that we would like.