PASSENGERS who had flights booked with Brindabella Airlines say they have been kept in the dark over the suspension of the Orange/Sydney service, with at least one customer forced to chase the airline herself for a refund after finding out all flights were cancelled via the media.
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The airline promised all passengers with existing bookings would be contacted and offered full refunds when they announced the temporary suspension of the Orange/Sydney service from December 2 until further notice.
But Karen Gosper only found out her December 20 flight from Sydney to Orange had been affected when her sister heard of problems the airline was facing in Cobar.
Ms Gosper booked flights from her home on the Gold Coast to Sydney and a connecting flight with Brindabella from Sydney to Orange several months ago.
She contacted the airline over the weekend after hearing the rumours and went “absolutely ballistic” when she was told the flight had been cancelled.
Although she was offered a full refund she said she was hurt she had was not contacted immediately.
“I was really upset, they said they’re getting around to [notifying] everyone, it’s nice to get a personal phone call, but I said they should send out a group email,” she said.
“People need to know now because of the amount of traffic going through the airport at this time of year at Christmas.”
It’s not the first time the airline has been criticised for being slow to notify passengers of cancelled flights.
When the service was suspended for two months from July this year, several customers found out about the cancelled flights via the media and, like Ms Gosper, had to chase the airline for refunds.
Ms Gosper has vowed to never fly with the carrier again, after she was forced to book expensive last minute flights with Regional Express (Rex) and will have to catch a coach back to Sydney on her journey home.
“It’s not like going from Sydney to Melbourne ... when you’re going into country areas your options are limited,” she said.
“Brindabella is dead to me.”
A spokesperson for Brindabella did not respond in time for publication.
clare.colley@fairfaxmedia.com.au
