Fergal Browne (Fine Gael)

It is relevant from the perspective of air navigation, and it is at least as relevant as a discussion on Knock Airport. When the last air navigation Bill was in the Seanad, it promised better rights for passengers. This has not come about, and there is no co-operation between flight operators and passengers.

Returning to my experience, the aeroplane was due to fly out at 7 p.m. on a Saturday evening but we finally returned to Ireland at 2 p.m. on the Sunday. There was chaos in between, with no accommodation being offered. It did not affect me that much as I am quite young and can take some rough and tumble. If I can survive political life here I can survive sleeping on the floor of an airport for a few hours. However, some affected people were in their 70s. Even worse, mothers with young children were also affected, and I do not know how they did not crack up completely.

Those affected were given no information to begin with and any information that was received afterwards was complete misinformation. It was akin to a scene from "Fawlty Towers" as nobody was in charge or knew what was happening. Being entitled to compensation, I should have received a full refund of my fare and compensation of €400. This has not occurred. When I telephoned the Department of Transport I received some helpful advice. I wrote to the customer care section of Aer Lingus, which in my experience is an oxymoronic description. No policy seems to exist for customer care in the company. At the moment one cannot telephone Aer Lingus to complain as it will not take calls. The company will not reply to letters. This is a point that the Minister of State should take up with the head of Aer Lingus. There is nothing more unsatisfactory and frustrating for a customer than being unable to get a reply from a company.

As Aer Lingus did not acknowledge my letters, I contacted the Department to get information on the relevant Bill and the increased rights for consumers. I was told that my complaint must be registered with the country in which the incident happened. I wrote to the air navigation section in Rome Airport and still have not received a reply. So far, all I have received is a voucher from the incident, and I have had no other acknowledgement of my case. This should not happen.

If customers travel by aeroplane, they should receive what they are promised. I am only highlighting my own personal case because I am familiar with it. It applies to other people, and there were 300 or 400 other people on the aeroplane journey I described. Some of these people have not received compensation. We wonder why the public is so sceptical about the European Union, but what I have described is a case in point. The aeroplane was diverted, the airline was liable and compensation should have been paid accordingly. This never happened.

I ask the Minister of State to take the case up with Aer Lingus. At this stage the monetary compensation is not relevant, but the principle is. It is ridiculous that I had to wait almost 24 hours at that time.