We were stuck in the airport "sleeve" for 50 minutes without information, we even called 112. This is what Dr. Asena Serbezova told “Your Day“ about the incident at “Vasil Levski“ Airport, in which about 300 passengers were blocked for nearly an hour without access to information, food and water. The Minister of Transport and Deputy Prime Minister Grozdan Karadjov ordered an urgent report on the state of ground service. It should be prepared by the Directorate General of Civil Aviation Administration.
The incident that took place on Friday evening with a flight from London to Sofia revealed deep systemic shortcomings in the organization of passenger reception, especially for those arriving from non-Schengen countries.
„50 minutes without information, we even called 112“
One of the passengers on the affected flight was the former Minister of Health, Dr. Asena Serbezova. She spoke firsthand about what happened:
„After landing, we found ourselves in a corridor where we were locked for 20 minutes. The door would not open, we went back, looking for a way out. The total wait was 50 minutes. No one gave us an explanation. We even had to call 112 – both me and other passengers“, she revealed to Nova TV.
According to her, during this period there was no communication from the staff, there were no employees, nor clear procedures on how to act in such situations.
“It's not about water and food. It's about attitude – to explain to us what is happening and when we will be missed. This is a matter of empathy and basic service“, Serbezova emphasized.
The ground operator – with a revoked license, also resigned
After the incident, it became clear that the ground operator's license was temporarily revoked. The Secretary General of the General Directorate of the “Civil Aviation Administration“ also resigned after failing to submit a timely required report.
„I have been working in the field of audits for years. What happened is a classic example of the Swiss cheese effect - accumulated holes that overlap and at some point lead to a collapse“, commented Serbezova.
„Third regime“ for passengers from the UK - need for optimization
As an additional problem, the former minister also pointed out the ambiguity surrounding the process for introducing passengers from the UK, which after Brexit is not part of Schengen. Passengers from this flight were transported by bus to the runway, then returned to the terminal, going through an unclear process, which contributed to the delay and chaos.
“Yesterday's conversation with Minister Karadjov and the responsible persons showed that there is a willingness to optimize this process“, Serbezova also said.
Faith in institutions - but with a condition
Dr. Serbezova also commented on Minister Karadjov's actions:
“I know his way of working since the time he worked in the regional ministry. I am convinced that he will fulfill his commitments, putting passengers at the center of the solution. But I also remain with a healthy dose of doubt “ we will monitor whether the problem will be solved systematically, and not only with temporary measures“, she indicated.