Mr. Vincent Harrison:

I absolutely have had contact directly. Clearly, the majority of contacts we get go through our normal channels but in many cases people reach out to me or to other members of the executive with their individual issues. Just yesterday, I had a very positive response from somebody who had contacted me in May with a high degree of anxiety in regard to a trip that had been made and issues with a passenger requiring assistance, who then having made a second trip reverted to confirm that the experience was much better and very different. One of the challenges we have as an airport, which has been highlighted today, is that we are often viewed as the last resort for communication. We certainly deal with all issues with sympathy but in many cases we need to refer people to other players.