Aer Lingus Customer Service Issues

On September 14, [redacted], I traveled to England, flying American Airlines to Chicago and then on Aer Lingus to Dublin and Bristol. The trip was pleasant, but my return from Bristol on September 22 was a nightmare. The flight was scheduled for 1:00 pm, but delays caused me to miss my connecting flight at 3:50 pm. We were not given clear information and were made to wait for hours. Despite being given a meal voucher, the experience was unacceptable as we waited on a bus before being told the crew would not fly us. This caused distress among passengers. While Aer Lingus provided a hotel in Dublin, I was late for work due to the delay. The lack of proper communication and service was frustrating. I am hesitant to fly with Aer Lingus again unless offered a significant discount as compensation for the inconvenience caused.

On September 19th, my husband and I were scheduled to travel to Gran Canaria on Flight EI0782, which was ultimately cancelled due to weather conditions. Despite being informed periodically that the flight would depart, we were only told about the cancellation after boarding was announced at approximately 6:45. We experienced disappointment in the handling of the situation by Aer Lingus staff, who directed us to collect our bags, visit the closing desk, and ultimately attempt to rebook online or via an unresponsive phone line. This led to a sense of dissatisfaction and being rushed out of the airport. Living in Dublin, we incurred a taxi cost of €52.00. We later managed to secure a flight from Cork airport, resulting in inconvenience and additional expenses. We seek a full refund for the taxi fare, as well as compensation for the two days of lost holiday and the extra costs associated with traveling to Cork. The overall customer service provided by Aer Lingus fell short of expectations, leaving us greatly disappointed. Sincerely, Bernadette & Michael O'Malley

I booked a flight from Düsseldorf to Dublin with trendtours for October 14th, but unfortunately missed the flight at 10:20. I contacted Lingus and was informed that I could change the flight within one hour for [redacted] euros. However, due to no staff at the desk, I missed the window to make the change and ended up booking a new flight online for [redacted] euros. I am seeking assistance on how to request a refund for the price difference. The original flight was El693 from trendtours. Thank you. Roos-Köthur. (Email available upon request)

During my return flight from Dublin to Boston on Thursday, October 4th, there were significant communication issues. The flight was delayed due to plane availability problems that seemed to have been known the night before, yet there was no advance communication. I attempted to check in online, but it was unavailable. At the airport, I was directed to wait in line for 1.5 hours only to find out I couldn't check in due to plane issues. Eventually, after a confusing check-in process, I rushed through customs and arrived at the gate where there was still no announcement of a delay. Only at the scheduled departure time did they mention the delay due to the incoming plane facing additional delays. The plane that arrived was not Aer Lingus as expected, and there was a lack of communication about the change. The plane itself was not up to standard - it was dirty, lacked personalized entertainment systems, and overall did not meet the usual service level I have come to expect from Aer Lingus on my frequent trips over the last 30 years to visit family. Unfortunately, this recent experience was disappointing, especially considering my loyalty to Aer Lingus over other cheaper airlines for the service they traditionally provide.

During our seven-day vacation in Ireland, Aer Lingus misplaced our luggage, which remained missing for four days. Upon our return, we submitted a claim for reimbursement for toiletries and clothing. Our case number is [redacted], and we were informed via email on July 12th that a representative from Aer Lingus would contact us within 60 business days. However, since that communication, we have not received any further updates. Despite sending four follow-up emails, we have only received automated responses. This lack of communication is disappointing, particularly considering the time wasted on resolving this issue during our meticulously planned vacation. We seek a prompt response from Aer Lingus regarding our reimbursement claim.

I would like to provide feedback on our cancelled flight on September 19, [redacted]. My husband, four kids, and I were scheduled to fly to Verona at 11:50. Due to Storm Ali, the flight was delayed twice after we had already waited for 5 hours. The flight was cancelled, causing distress to our kids. We rebooked for a flight three days later, incurring extra costs for accommodation and transfers. The lack of communication and assistance was disappointing, and we faced financial strain and inconvenience as a result. I suggest better solutions for passengers affected by flight cancellations to prevent such hardships in the future. I appreciate your time in reading this. Regards, Catherine C., Stradbally Co Waterford. Flight no EI0412.

I would like to bring to your attention an incident that occurred on my recent flight EI137 from London Gatwick to Dublin. On Tuesday, the 18th of September, I checked in with my guide dog, providing all necessary documentation, including a valid passport and proof of training from a reputable school. However, upon boarding, we were unexpectedly removed from the flight because I had not sent an email 24 hours in advance to notify them about my guide dog. I firmly believe that this action constitutes discrimination under the Equality Act [redacted] in the UK and the Equal Status Acts in the Republic of Ireland from [redacted] and [redacted]. Despite reaching out via email to the duty manager at Dublin airport and following up with a phone call, little progress has been made. I was even requested to provide photographic evidence of my guide dog's documentation, which was challenging for me as a blind individual. I complied with the request but have yet to receive a response. I am seeking a resolution from Aer Lingus regarding this discriminatory treatment and a refund for my troubles.

My flight from Malaga to Dublin last Saturday at 9:00 p.m. was delayed by an hour with no explanation. The situation caused stress, especially for passengers with small children and babies. Boarding the plane was disorganized, and the airline staff struggled with serving food and drinks. The lack of communication continued until we were about to land, which was disappointing. Upon arrival in Dublin, the disembarkation process was chaotic, and we had to wait in the rain for transportation. Despite the weather not being the airline's fault, the overall experience was a nightmare and has made me reconsider my loyalty to Aer Lingus. The rush to catch the air coach home added to the frustrating journey.

To whom it may concern: I, Annamaria Damiano, traveled with my husband, Anthony Damiano, from Naples, Italy to Boston, USA on Saturday, 10/27/[redacted] on flight EI [redacted] with Aer Lingus. We are long-time customers and usually receive impeccable service and special assistance. However, on this trip, there was significant turbulence which made us uneasy. Despite the captain and staff handling the situation well, we would have preferred to delay our trip due to the storm in the USA. A friend had informed me that Aer Lingus usually postpones flights in severe weather conditions, and we would have gladly waited until the skies cleared. We are grateful for the crew's efforts but would have been more comfortable avoiding the turbulence altogether. Thank you.

I flew from Gatwick to Dublin on November 1st, [redacted]. I faced a five-hour flight delay and unfortunately, my baggage was lost upon my arrival in Dublin. Aer Lingus provided me with reference number [redacted]. Despite emailing the airline multiple times, I have not received any updates in over a month. I am seeking resolution for the expenses I had to cover due to this issue. Another traveler I know had a similar experience with a different airline and received timely communication and compensation within two weeks. Regrettably, my experience has been quite the opposite, negatively impacting my holiday. I would greatly appreciate it if someone could reach out to me regarding this matter, as my attempts through the provided forms have not been successful, aside from receiving a claim number.

I encountered flight issues in August [redacted] and submitted a reimbursement request on August 22, [redacted]. I received a confirmation number from AerLingus but have not received any updates since. A friend who filed a reimbursement request three weeks ago has already been informed of her refund. We are seeking reimbursement due to flight delays exceeding 24 hours for both outbound and inbound flights. When I called a few weeks ago, after finally getting through, I was informed that my case was stuck in the system. The representative located the request and supposedly sent it to the appropriate department but I am still waiting for a response. The situation is very frustrating. Thank you for your assistance! - D.

On July 11, [redacted], my husband and I took a flight from JFK to DUB with Aer Lingus and were each charged $49.99 USD for checking our bags, which was acceptable. However, on November 11, [redacted], we encountered issues checking in for our flight through the Aer Lingus app or mobile site. We then had to check in at the desk and were surprised to be charged €75 EURO per bag, almost €60 EURO more than our previous charge. We did not expect such a significant difference in the baggage fees for the same trip. We had only been home for 4 days, and our bags were light, with no increase in weight during check-in. I am requesting a refund for the inflated baggage fees. On another note, I had informed Aer Lingus in advance about being a vegetarian to arrange meals, which required a lengthy phone call. I received the same vegetarian meal on both legs of the journey, consisting of a salad and fruit. I was disappointed by the lack of variety and creativity in the meals provided. This feedback is meant constructively, as I believe a better service could be offered. Looking forward to your response. Sincerely, Aisling

I accidentally left my phone, book, and charger on flight EI136 from Boston to Dublin on 13/11. While leaving the plane, I couldn't retrieve my belongings as my bag was at the other end, and I got caught in the line. I remembered about them on the way to baggage claim, and went to the Aer Lingus customer service desk immediately. The staff tried to reach out to retrieve my items but couldn't access the plane, mentioning the "we return it" service. Despite no updates so far, I'm hoping for a resolution and appreciate any investigation to locate my items left in rows 14 or 15 on the aisle seat on the right side of the plane.

I lost my bag on Friday due to a late flight causing me to miss my connection in Dublin, headed to Hartford. They rerouted me to Boston, but my bag never arrived. Despite being told it would arrive Saturday, there was no update until Sunday when I was informed it was with FedEx, but they do not deliver on weekends. Now, I have to take Monday off work to sign for it. My bag contains essential high-end skincare, medications, and items for an event on Sunday. I paid $5k for a business class ticket and expect reimbursement for the inconvenience and replacement of my belongings immediately.

Hello, myself, my sister, and my friend have planned a trip to the US, but we accidentally booked different flights. My sister and I are scheduled to fly from Dublin to Newark on December 26th, returning on January 2nd. Our friend booked flights departing on the 27th to and from the same airports, returning on January 3rd. Our accommodation is booked from December 27th to January 3rd in New Jersey. We are flexible with the departure and arrival airports in Ireland and New York, but we prefer to be on the same flights. If possible, we are willing to adjust our dates slightly if December 27th to January 3rd is not available. Is there a way to coordinate our flights so we can travel together? Thank you.

I need assistance canceling my flight booking and receiving a refund for government taxes and charges as my flight was a 'saver.' I struggled navigating the 'manage my flight' section for a long time and eventually gave up. It's frustrating that My Trips displays my booked flights and references, but when I enter the same information in the Manage My Booking section, it's not recognized. The discrepancy between the ticket and how the flight number needs to be entered is confusing. The system should provide clear instructions to avoid wasting customers' time. When I tried to access the cancellation and refund policy page through another route, I encountered an error when submitting the form, leading to a System.Net.Mail failure message. After all these issues, I feel like I've wasted my time. I'm unsure if I should attempt the process again.

I had already paid for an emergency exit row seat due to my height. However, upon checking in, I was not informed that my reserved seat had been given away as the flight was full. I only realized this when I was directed to a different seat. The crew handled the situation kindly but explained that the flight was oversold. I am seeking a refund for the additional fee I paid for the seat from Seattle to Dublin. As a devoted Aer Lingus supporter who selected and received confirmation of my seat in August, I hope that my upgrade for the return flight will be considered. Even though I remain loyal to Aer Lingus, this incident significantly affected my opinion. I believe it was unfair not to notify me of the seat change and offer a refund in advance, especially given the overbooking situation. I have a return flight to Seattle on the 30th and I trust that Aer Lingus will take appropriate action to rectify this situation.

I had a ticket from BWI to Bilbao on December 30th, but due to a rabies exposure, I am undergoing treatment and unable to travel until mid-January as per my doctor's recommendation. I have a doctor's letter, documentation from the emergency room, and communication from the Health Department of Prince George's County, MD regarding the situation. I am requesting a refund for my ticket with the following details: Email: [redacted] Cell/Home Phone: [redacted] Work Phone: [redacted] Case ID: [REQ:S-[redacted]71] through Orbitz Itinerary Number: [redacted][redacted] Ticket Number: [redacted][redacted] (Ana I. Echavarri-Dailey) I can provide all necessary documentation, including letters from the Health Department, Animal Control regarding the quarantine of the animal, the emergency room doctor's note, and a new letter from my treating doctor.

My family of five was scheduled to travel to Dublin on February 15th with reservation number 2M67GW. We have been taking this annual trip with Aer Lingus each February. Unfortunately, my wife and I were in a car accident in Rockland, Maine recently. My wife sustained two fractures in her spine and is now in an upper body brace that restricts movement. She is unable to travel, and I cannot leave her side as I need to assist her with dressing and other tasks. Our daughter, son-in-law, and granddaughter still plan to travel as booked, but we cannot join due to my wife's condition. Could you please assist us with a refund for our tickets or offer a travel voucher for next year? I am eagerly awaiting your response. Thank you. Terence Walsh.

I am reaching out to discuss a recent experience with a booked flight through your company that unfortunately had to be canceled due to a medical issue. The reservation in question was made via the travel agency KIWI. The reservation numbers associated were: 2LQFY6 in your system, [redacted] in KIWI's system, and a PNR number CPP6PI. This flight cancellation was part of a larger trip following a cruise. Due to the cancellation, there were penalties incurred for both the Boston to Venice flight and the cruise itself, totaling approximately $[redacted] each. Following these deductions, refunds were processed within two to four weeks, returning a partial amount of the $1,[redacted] total fare cost. In your case, a reimbursement of $[redacted].35 was issued after a 90-day period. I have dialogued with your customer service representatives, and unfortunately, I was informed that medical reasons do not warrant a more substantial refund. I urge a reconsideration of this policy for improved customer satisfaction and urge for clearer communication about the need for travel insurance to mitigate such circumstances in the future. Failure to address these concerns may result in the loss of my future business and negative word-of-mouth referrals.