My elderly parents have just used the new FlyBe service between Liverpool and Edinburgh for the first time to come up and visit me and had a very good experience as a result of the excellent service they received. I thought that the following feedback might be helpful for others thinking about using FlyBe services. Just to provide some context information my mother is registered disabled because of severe arthritis and angina but can walk for short distances with the aid of a stick.

I booked the flights for them on the Net and the emailed booking confirmation gave the details of how to request assistance by phone. The customer service centre staff took down all the details including checking whether my mother would be able to get to the check-in desk unaided or did she need help from the moment they arrived at the airport and also whether she would be able to walk onboard herself or would need special assistance with the aircraft steps (the planes used by FlyBe on this route are too small for the airbridges and passengers usually use the small set of steps housed in the aircraft door). As they would be dropped off at John Lennon by friends I said that she would be able to get to check-in without assistance and would also manage the small flight of steps I can't comment on these aspects of the service if she ahd needed this additional help. But from check-in onwards she was really pleased at being wheeled right through security to the gate and then to the bottom of the plane steps with the minimum of fuss (which she absolutely hates!). On arrival in Edinburgh she was met at the aircraft door and taken right through to the baggage carousels, my father was helped with getting the bags etc and they were taken right to the stop for the express bus into the city to the train station where the next set of assistance kicked in.

The only hiccup with the whole journey was when they arrived at my local station to find that I wasn't there to meet them as planned because I was still at home with the plumber who was trying to sort out the leak in the bathroom hot water supply which had suddenly started pouring water through my vestibule ceiling underneath. And because my mother had not switched her mobile phone back on I hadn't been able to get through to her to tell them to get of the train at the previous station and get a waiting taxi out to the house but we did get them sorted in the end by other means! And the lumber sorted the leak too!

The reverse journey has just gone like clockwork too and they have decided that they'll always fly up in future which is a bit of a relief to me because until now my father has always wanted to drive the 400 miles in his now 12 year old Skoda! So a big hand to FlyBe for making things easier and safer for my parents and probably for the other road users if the truth be known!). And Rhyannair please take note - none of this cost them a penny over and above the basic fare!