The island’s only independent airline has conducted an investigation into how it handles customer concerns after travel disruption during the festive season.

BermudAir launched the inquiry after it was forced to cancel a number of flights to the US East Coast over the Christmas period.

The airline, which was launched in 2023, runs services from Bermuda to destinations including New York, Boston and Toronto. Following its launch, it was heralded as a key boost to the island’s tourism economy.

The airline operates two Embraer 175 aircraft owned by Azorra Aviation, a commercial aircraft lessor firm based in Fort Lauderdale, Florida.

Last month Adam Scott, the airline’s founder and chief executive, predicted that the company would start to make a profit this year once it expanded its fleet.

However, the fledgeling business was hit by a series of setbacks over the Christmas period, with technical faults causing disruptions to its schedule, resulting in a customer complaint.

A flight out of Boston had to be grounded because of damage from a bird strike. As a result, Christmas Eve and Boxing Day flights from Bermuda to New York also had to be cancelled.

One customer, whose husband planned to travel to New York to attend a wedding on December 26, contacted The Royal Gazette after that flight was cancelled at the last moment.

They claimed that when they dialled a BermudAir helpline phone number to make alternative arrangements, it repeatedly cut out.

The complainant also said that only one staff member was on duty at LF Wade International Airport to deal with queries from scores of passengers trying to get to their destination.

In an e-mail to the airline, which was seen by The Royal Gazette, the complainant said: “We know what happened in terms of the bird strike.

“What we are complaining about is the complete radio silence from BermudAir about our refund/reimbursement, complete lack of any form of communication about alternative travel arrangements, the number provided in the original e-mail that doesn’t work and the complete lack of transparency – to put it politely — displayed on the ‘flight status’ page on your website.”

On Saturday, the complainant received an e-mail from Melanie MacDonald, BermudAir’s senior vice-president of customer experience.

Confirming that the complainant would receive a full refund, Ms MacDonald added: “I do sincerely apologise that we have not met your expectations on this occasion.

“We have held a full investigation on how we can improve our customer service and communication. We genuinely care about all of our customers.”

The complainant said yesterday: “It took us so long to finally get in touch with someone who could answer our questions.

“That is not good customer service. They’re not quite ready.”

The airline earlier acknowledged that rescheduling at short notice caused disruption to the travel plans of impacted customers.

It added: “Guests on affected flights were notified at the earliest opportunity and offered assistance, including rebooking options, in line with our published Conditions of Carriage.”

BermudAir said last week: “Staffing levels at our offices are continuously adjusted to meet demand, including during public holidays.

“While our team worked diligently to address customer needs, we constantly welcome feedback regarding response times to identify opportunities for improvement.

“In terms of reliability, BermudAir has been working hard to minimise cancellations and delays.

“While, like for all airlines, a degree of disruption is sadly inevitable, some of which is outside our control, we constantly review our operating procedures, along with those of our airport partners, seeking improvements to help us maintain the best possible levels of availability and on-time performance.

“In 2025, this effort will extend to the addition of further aircraft to our fleet, one of which will serve as a standby aircraft to be deployed when circumstances such as the bird strike occur.

“We appreciate the ongoing support of our loyal and enthusiastic customers and remain fully committed to providing an exceptional travel experience for our customers.”

Last night, a BermudAir spokeswoman stressed that it was committed to addressing customers’ concerns “with care and attention”.

The spokeswoman added: “The matter the customer has raised with the Gazette is being addressed directly with the customer and has been escalated to the necessary personnel.”