Ryanair No Longer Worst For Customer Service

One of the country's biggest energy providers has replaced Ryanair at the bottom of a league table for customer service.

The annual survey of customers saw the most-complained about 'Big Six' firm of the past two years - nPower - handed the unwanted title.

Scottish Power came in a close second worst in the poll by the consumer group Which?

nPower paid the price for continuing problems with transferring customer data to a new computer system.

The issue left hundreds of thousands of customers not knowing what they owed and when as bill delays mounted.

Ryanair was pushed off the bottom of the table by nPower

The industry regulator Ofgem recently confirmed that it was holding off imposing a fine of up to £300m on the firm.

It said the firm was making progress in addressing the issue and handling related complaints.

All the 'Big Six' energy firms were in the bottom fifth, with none of them scoring more than two stars for making customers feel valued.

Ryanair has overhauled its customer experience package since being branded the worst in last year's poll.

First Direct was voted the best for overall customer satisfaction

The no-frills carrier rose two places while the bottom five was completed by TalkTalk and SSE, BT and EE in a joint score.

Internet and telephone bank First Direct topped the table, achieving the full five stars for making customers feel valued as well as for resolving complaints.

Others in the top five were Lush, John Lewis, Lakeland and Waitrose.

Automated phone systems were ranked as the top customer service gripe at 43% followed by "being passed around" and "annoying hold music".

Which? said the results were particularly poor for the household energy sector.

Its executive director Richard Lloyd said: "The 'Big Six' have now hit rock bottom for customer service and, with record high levels of complaints, it is clear just how far they still have to go to put things right for their customers.

"Good companies know the value of customer service, so it's disappointing that some of our biggest firms seem to have a lot to learn about keeping their customers happy."

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Men Arrested After Falling From Lorry On M6

Three men have been arrested on the M6 after a witness described seeing them fall from underneath a lorry.

They were found walking along the hard shoulder near junction 8 of the northbound carriageway, close to Walsall, just before 9.15am.

Police believe the men - two 33-year-olds and a 27-year-old - are from Africa and may have hidden on the lorry travelling from Calais.

Sergeant Ian Williams, from the Central Motorway Police Group, said: "It appears that these men may have risked their lives trying to get into the country and a passing motorist reported seeing them fall from underneath a lorry and then making their way to the central reservation."

The men are in custody at a local police station and the case is being handed to the UK Border Force.

Earlier this month the mayor of Calais threatened to shut the port after 100 migrants tried to storm their way onto a ferry to Britain.

Ramps to the ferries had to be raised to prevent the men boarding the ships.

British truckers who use the port say they are subject to regular attacks from migrants desperate to make their way to the UK.

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Missing Alice Gross' Mum In 'Come Home' Plea

The mother of Alice Gross has said there is "not a moment" she does not wonder where her missing daughter is as she made an appeal for help finding her.

Rosalind Hodgkiss encouraged anyone with information about the 14-year-old's whereabouts to "come forward to the police and get her home because that's where she belongs and she needs to be here with us".

There have been no sightings of the schoolgirl since August 28, despite public appeals and a massive search.

Police say Arnis Zalkalns may have information that could help find Alice

Her mobile phone has not been used since she sent a text to her father that day 

Her rucksack was found on a footpath running beside the River Brent between Hanwell Bridge and the Grand Union Canal.

Ms Hodgkiss told Crimewatch: "There's not a moment of the day that you don't think about Alice and where she is, what might have happened or why she might have gone missing.

"It's almost impossible to describe what that pain feels like but we just want her to know: please Alice, if you're out there, come home."

Her appeal came as police released the photo of a Latvian builder they would like to speak to in connection with the investigation.

Arnis Zalkalns, 41, is known to travel on the same stretch of the Grand Union Canal as where the schoolgirl was last seen on the evening of August 28, and has not been seen himself for almost two weeks.

Alice Gross, 14, went missing from Hanwell

Scotland Yard said he left his home in Ealing, west London, on September 4 and would normally have met a friend to cycle to work, but he did not show up.

They said the disappearance of Mr Zalkalns, who has a partner and child, is "completely out of character".

Detective Superintendent Carl Mehta, of the Met's homicide and major crime unit, said: "At this stage we simply want to speak to him, as he may well have important information that can help our search for Alice."

"I would stress that based on what we know now there is no evidence to suggest that Arnis and Alice knew each other. This continues to be a fast moving investigation, and this is one of a number of lines of enquiry that we are urgently looking into."

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New Year Revellers Face London Fireworks Charge

People wanting to watch this year's New Year's Eve fireworks display in the heart of London will have to pay £10 for a ticket.

London Mayor Boris Johnson said 100,000 tickets would be made available for the spectacular display, which had been free and open to all until now.

An estimated 500,000 people turned up to watch last year's display, but many were unable to get a good view.

"London's New Year's Eve fireworks are phenomenally popular, not just in the capital, but across the world and we want to ensure it continues to be a safe, enjoyable and sustainable event for the long-term," Mr Johnson said.

Mayor Boris Johnson says the charges will 'create a better experience'

He added that it was "ridiculous" to attempt to cram about half a million people into the areas along the Thames where the display could be seen.

"After consulting with our partners, we are introducing ticketing to help manage crowd numbers and create a better experience on the night," Mr Johnson said.

"For anyone without a ticket the fireworks are again being shown live and in full on television."

People will be able to book up to four tickets from 12 noon on September 26 by going to www.london.gov.uk/nye.

Around half a million people turned out to watch last year's display

The London Mayor's office said the ticket sales would not make any profit, with the money taken covering the cost of ticketing.

However, many Twitter users labelled the decision "bang out of order".

Martin Pearce wrote: "London New Year Fireworks to be tickets only and cost £10 now :( sad day, do any other place in the world charge to see in the new year??"

While Labour's Tottenham MP, David Lammy, said: "Always loved that London NYE fireworks were a free & festive gathering open to all, not a sterile ticketed show. Not any more. #thanksboris."

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Sky Poll: Scots Unclear Over No Vote Powers

PM May Regret 'Double Or Quits' Scot Gamble

Updated: 7:06am UK, Wednesday 17 September 2014

By Anushka Asthana, Political Correspondent

If David Cameron has any regrets on the eve of the final day of campaigning in the Scottish referendum, one might centre on the terms he negotiated for this historic vote.

After all, polls suggest that the largest group of Scots did not want to choose "Yes" or "No". Instead, they would have been happy with a third option, so-called "Devo-Max".

But the Prime Minister, not keen on handing over more devolution, decided to play double or quits.

He made the contest a straight choice - presumably confident that it would result in the outcome that he wanted.

Now there is a chance that his gamble may not pay off.

What no one expected months ago, when the No campaign had a 22-point lead, was a race that would be described in its final days as being on a knife-edge.

But that is what Mr Cameron is now faced with.

And it explains why he, along with Labour leader Ed Miliband, and Lib Dem leader Nick Clegg, have put a big new offer on the table for Scottish voters.

An offer that devolves more powers to the country, and is being received by many of its newspapers as the "Devo-Max" the Prime Minister originally rejected.

The Daily Record, for example, says the choice is now between a "No" vote that means Scotland and the UK are changed forever, or a "Yes" vote that ends Britain.

Offering that new choice leaves Mr Cameron facing a potential backlash in England among MPs who feel his promise gives their constituents an unfair deal.

He did it because the stakes are high, with the Prime Minister's job under threat if he loses this vote.

That is why on Monday, instead of bowing to calls to recall Parliament to discuss the murder of a British hostage in the Middle East, he travelled to Aberdeen to love-bomb Scotland.

Mr Cameron said he would be "heartbroken" if the UK was divided, telling Scots he knew they did not like him but he would not be around forever.

But if the stakes are high for the Conservative leader, they are arguably higher for his Labour counterpart, who faces losing dozens of MPs and the hope of future majorities.

That is why Ed Miliband will be north of the border from now until after the vote.

As for Mr Clegg, an independent Scotland would lose him one fifth of his Parliamentary party.

Yet their challenge remains a steep one - a Yes campaign that has energy and momentum, and which has already persuaded a large proportion of Scots to change their mind.

Alex Salmond enters these final 24 hours with his life-long dream of independence in touching distance.

And remember, no one expected it to be this close.

If he just misses out, he will still be able to argue that his campaign pushed the opposition into placing on offer on the table with many more powers for the Scottish people.

With one day to go, Mr Salmond is, arguably, facing a win-win situation.

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Circle Line Speed Challenge: Man Races Train

Bored by his usual morning commute, a train passenger came up with a novel way of spicing things up - racing London's Circle Line.

James Heptonstall dived off a Tube train at one station, sprinted 380 metres to the next station - and arrived in time to catch the same train.

He and his friend Noel Carroll took the Circle Line train to London's Mansion House station. At this point, 30-year-old Mr Heptonstall made a dash for it, sprinting off the train, up the steps, and along the roads to Cannon Street station.

As the train pulled into Cannon Street, Mr Heptonstall came down the stairs onto the platform and dashed into the same carriage he had left just seconds before.

Completing his challenge with just moments to spare, he crashed to the floor of the train, exhausted, as fellow passengers applauded.

Cannon Street station - the finish line for Mr Heptonstall's challenge

The two stations were chosen because of the short distance between them and footage of the challenge, which included climbing 75 steps and going through two ticket barriers, was uploaded to YouTube by the pair last month.

Mr Heptonstall, an environmental consultant from Hampstead, told the Evening Standard: "We had seen some people had done endurance challenges on European transport networks and put them online but we had not seen anything done in London.

"I usually get the Northern Line to work in the morning - it's not an enjoyable experience so I sometimes run or cycle if I can."

The dash between stations took just 80 seconds for Mr Heptonstall, who plays touch rugby for England.

He said: "While I was running someone asked Noel what I was doing. They said they did not think I would make it.

"(The other passengers) were all waiting on tenterhooks. But then I dived into the Tube and they were applauding."

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Girls Playing More Video Games Than Boys

The growth in mobile gaming apps means more women are playing video games than men, according to a study.

The Gaming Revolution report by research agency Populous revealed 52% of people who had played some form of video game in the last six months were female; an increase from 49% three years ago.

The study found the UK gaming audience has now hit 33.5 million Britons, some 69% of the population and the increase in girl gamers was being driven by women aged 25-44 downloading free puzzle and trivia apps. 

Expert gamer and technology guru Kate Russell told Sky News: "It's a myth that girls don't game and there's a real mistake being made for us to still be hung up on these old ideas of gender.

"The rise in the concept of social gaming has made the industry less hard core; girls are no longer frightened of computer games and they tend to play better in groups.

Smartphone apps are driving women's interest in games, the study revealed

"There are also more female characters in multi-role playing games now and girls are being drawn towards characters they can identify with.

"I meet a lot of girls at GCSE age who don't want to be a curiosity and would love to get into technology but they don't want to be put in a museum like an exhibit as something out of the norm. We need to step back from that now and let the situation normalise."

The study also reveals there are now more people aged over 44 playing video games than children and teenagers and that apps are the most popular video game format (played by 55% of the online population).

The next most popular format was online games (48%) followed by disc-based games (40%).

More than one in four (27%) people played all three formats, rising to 70% of 8-12 year olds. The report also found the average Briton spends six hours per week playing games; just over 11% of their 52 hours of media consumption.

The report found the average Briton spends six hours gaming per week

The average gamer aged 16+ spends around 11 hours gaming a week, compared to 20 hours for 8-15 year olds. 6-8pm is the most popular game-playing time.

"The internet and mobile devices have changed the gaming landscape forever," said Steve Chester, Director of Data & Industry Programmes at the Internet Advertising Bureau, which commissioned the study.

"They've brought down the barriers to entry, making gaming far more accessible and opened it up to a whole new audience.

"In the past you needed to go out and buy an expensive console and the discs on top to get a decent experience, now you can just download a free app."

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Thai Police Question Brothers Over Beach Murders

Two British brothers are being questioned over the murders of two backpackers on a beach in Thailand as tests revealed more about how the victims died.

Chris Ware and his brother James, from Jersey, have been asked to stay in Thailand as experts wait for the results of DNA tests on Thursday.

The brothers were questioned as police continued to hold six Burmese suspects in connection with the deaths.

Thai Police Colonel Kissana said there was "strong evidence" possibly linking the Burmese to the murders, including blood stains on clothes.

Chris Ware being interviewed by Thai police

"We also have two British suspects but they have not been detained," said Mr Kissana.

"We cannot rule them out. They were close friends and knew all about the victims."

The developments came as forensic experts revealed David Miller died from drowning and a blow to the head. Hannah Witheridge died from head wounds. 

Police investigate the killings on the beach

Pornchai Sutheerakune, head of the Thai Institute of Forensic Medicine, said Mr Miller also had wounds on his hand, indicating a struggle had taken place.

Sky's Jonathan Samuels, on Koh Tao, where the murders happened, said Chris Ware has been spoken to by police after he booked into a hotel at Bangkok airport.

It is the second time he has been questioned. He was initially quizzed in the hours after the murders by officers concerned about an injury to his arm.

Koh Tao is one of Thailand's most popular backpacker islands

Police were satisfied with Mr Ware's explanation and he was told he was free to go, but officers later caught up with him in Bangkok to speak to him again. 

Samuels said James Ware had also spoken to police.

The semi-naked bodies of Mr Miller, 24, and 23-year-old Miss Witheridge were discovered on a beach early on Monday.

Police say there had been a beach party in the hours before the murders

Police said the pair sustained horrific injuries, with both suffering deep wounds to the head and face.

A bloodstained garden hoe, believed to be the murder weapon, was found near to the bodies.

Samuels said it was understood Chris Ware was a friend of Mr Miller's.

Police say they are keen to trace an Asian man captured on grainy CCTV footage shortly after the murders.

The man of Asian appearance caught on CCTV

It shows what appears to be a topless man who officers say was acting suspiciously as he left a beach party near the murder scene.

He is captured running past the security camera at 3.44am and is seen again an hour later walking down the same street.

In another image, Mr Miller, from Jersey, and Ms Witheridge, from Great Yarmouth, are seen walking hand-in-hand after leaving a bar at around 1am.

It was taken hours before their bodies were discovered semi-naked on Sairee beach.

Tributes to Hannah have been posted online

Sky's Tom Parmenter, on Jersey, says police there are assisting the mother of Chris and James Ware.

He said officers are working to ensure Barbara Ware is kept up to date with investigation, but she did not want to comment at this stage.

Parmenter said someone claiming to be a friend of the Ware brothers had written about them on a Thai travel message board.

Police outside the Ware family home on Jersey

"I grew up with Chris and Dave and know them both very well, and I'm totally shocked to what has happened," the post read.

"He (Chris) has known Dave since 4 years old at primary school in Jersey, they are like brothers."

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Brown Urges Scottish 'Patriots' To Vote 'No'

What Happens If Scotland Leaves The Union?

Updated: 2:00pm UK, Tuesday 09 September 2014

Supporters of both sides of the Scotland referendum debate are mounting a final push for votes before the ballot on September 18. Sky News looks at what will happen if Scotland votes Yes to exit the UK:

:: 1.  When would Scotland become independent?

The Scottish Government has set a date 18 months from now, March 24, 2016, for Scotland's independence day.

:: 2. What would happen immediately after a Yes vote?

The first step on the morning after the result comes in would involve the forming of teams from both the Yes and No camps to take part in behind-the-scenes negotiations. SNP leader Alex Salmond has already indicated his deputy Nicola Sturgeon would lead the talks for the Scottish nationalists. It is not yet known who would spearhead the Westminster team.

:: 3. What amendments would there be to the constitution?

The negotiating teams would devise a new constitution for Scotland and dissolve the 1707 Act Of Union.

:: 4. What would happen to the Queen?

The Yes campaign has said Her Majesty would stay as monarch so it would not be surprising if Mr Salmond seeks an audience with the Queen in the days and weeks after the vote.

:: 5. Would Scotland take part in the May 2015 General Election?

Scottish voters would still be able to take part, but their representatives would only potentially serve a 10-month term in office.

:: 6. What currency would Scotland use?

That is still being thrashed out and yet to be decided. The three main Westminster parties - the Conservatives, Labour and the Liberal Democrats - have ruled out a currency union, although Mr Salmond insists an independent Scotland would keep the pound.

:: 7. How much of the UK national debt would be transferred to Scotland?

This is not yet known, but it is likely to be worked out on a per capita share - based on population.

:: 8. What would happen to Scotland's standing in global affairs?

Scotland would have to negotiate its own entry into the European Union and Nato, and the population would have to decide whether they want to have the euro.

:: 9. What effect would independence have on Scotland's defence force?

The issue of defence is probably one of the most emotive - and uncertain. Scotland is likely to have its own independent defence force, in time, depending on practicalities and finances, for it has its North Sea oil and fishing industries to protect. Scottish nationalists are opposed to having the Trident nuclear deterrent and would want to see it removed from Faslane, on the west coast of Scotland, as soon as possible. However, Nato is fundamentally a nuclear alliance, and if Scotland struggles to become a member of Nato, it is likely to struggle to join the EU too, which would have a big impact on the Scottish economy. There is also the matter of service personnel - some of which will be currently serving in historic English regiments. Any division of troops north and south of the border would take years.

:: 10. What would independence mean in terms of travelling across the Scotland-England border?

An independent Scotland would control its own borders. The SNP would like to see an open border, but Home Secretary Theresa May has already warned she will not allow Scotland to be used as a back door for immigrants getting into England if Scotland adopts a looser immigration policy. So, we could see passport controls on the border between the two countries.

:: 11. Would Scottish citizens need new passports?

A lot depends on whether Scotland joins the EU. Scottish citizens would be entitled to a Scottish passport, but a UK passport would still be valid until it expires. British citizens who were habitual residents in Scotland would be automatically considered Scottish citizens.

:: 12. What would happen to benefits and taxes?

Benefits and taxes will become the responsibility of the new Scottish government. In its white paper on Scotland's independence it says the Scottish Parliament will ensure that the personal tax allowance and tax credits increase in line with inflation.

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Experimental Ebola Vaccine Tested On Humans

Staying Safe Inside Liberia's Ebola Zone

Updated: 1:04pm UK, Wednesday 02 July 2014

By Alex Crawford, Special Correspondent, in Liberia

Priority number one: Do not spread the Ebola disease. Priority number two: Do not catch it.

With these twin priorities in mind, cameraman Dave Rees and I set off for the north of Liberia.

We were going to the epicentre of the world's most serious outbreak of the deadly Ebola virus to try to find out more about it and the efforts being done to combat its spread.

We took a case-load of protective gear provided by Sky News. It was mostly waterproof all-in-one outfits with goggles and plastic gloves - all easily disposable once used.

Ebola is spread by infected people or animals - through close contact with infected blood and other bodily fluids such as sweat and tears.

There's also a possibility of contracting the virus through indirect contact - by touching infected clothes or furniture for instance, or even eating infected food.

It was imperative that we remained on high alert for the entire time we were in the infected zone - a period of about four days.

Dave also took a plastic covering for the camera so he can still film. But we were prepared to destroy the camera too if needs be.

We also had the usual anti-mosquito sprays, anti-malaria tablets, dehydration tablets as well as some of our own food provisions plus sleeping bags and camping equipment.

The north of Liberia is under-developed with poor infrastructure and few resources in a country which is one of the poorest in the world.

The road journey to the north from the Liberian capital Monrovia took nine hours on mostly unmarked, unpaved roads. It was a bone-jangling experience travelling to Foya, right on the northern tip of Liberia and very close to the border with Guinea and Sierra Leone.

Our first sight of the infection wards was a large blue tented area. The medics have tried to rename it as a treatment centre but few seem to have bought into the new name.

Once anyone is diagnosed or even suspected of having Ebola, they are immediately segregated and taken there, where few others want to enter.

Those who do, underwent a series of stringent disinfecting procedures to ensure they did not catch the virus or leave with it to spread it further among the outside population.

The soles of our shoes were sprayed with disinfectant and we were ordered to wash our hands with chlorine. I inadvertently touched the wooden post marking the entrance and am told to re-wash my hands.

Once inside, nurse Adeyemi Babatunde took care of us, leading us first into the low-risk area where we were kitted up. Dave had already encased the camera in a sealed plastic container.

The first thing we were asked to do is put on gloves, then we slipped on scrubs before we all start putting on the PPE (personal protection equipment).

The medical team provided us with their equipment so our Sky-provided gear was untouched.

We put on rubber boots, then climbed into all-in-one waterproof outfits. The temperature was 37C inside the tent and with the all-in-one plastic outfit on I could feel my body temperature climbing fast.

Next was the mouth guard followed by a huge hood which had panels covering my neck and front. We put visors on top, a second pair of thicker gloves and by this time, I could barely breathe.

"Breathe through your mouth," I was told. "Don't touch anything when you are inside," Nurse Adeyemi said.

"If you feel uncomfortable then leave quickly without touching anything."

The final piece of clothing was a huge plastic apron which reaches from just below my neck and hangs right down my body to just above my ankles. The whole process has taken a good three-quarters of an hour.

Nurse Adeyemi guided us through a series of marked lanes inside the body of the tent.

"The infection ward is separated into two areas," he explained.

"Those who are suspected of having Ebola, and those who are confirmed. We only ever pass from the suspected area to the confirmed - never back the other way. After the confirmed area, the only route is out."

With all the plastic and rubber on us, we were crinkling with every step and sweating profusely by this time. The nurses have to kit themselves out in this gear every time they enter the infected area.

On leaving there was a laborious series of disinfecting steps to take to ensure outside remains virus-free - including the burning of all the kit, gloves and all-in-one outfits.

They kept the rubber boots and plastic aprons only after dunking them in several buckets of disinfectant. The work is both dangerous and difficult and the workers risk their lives every time they enter the infected zone.

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