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[Article] Aer Lingus to tackle complaints backlog

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  • 22-03-2006 7:12am
    #1
    Victor
    Registered Users Posts: 78,278 ✭✭✭✭


    http://www.rte.ie/business/2006/0321/aerlingus.html
    Aer Lingus to tackle complaints backlog
    March 21, 2006 10:35

    Aer Lingus's commercial director Enda Corneille has said that the airline's customer complaints system needs to be improved.

    He told RTE radio the airline had set up a taskforce of senior managers to deal with the issue and was investing in a new system which would start operating on June 5.

    Mr Corneille was responding to a report in the Irish Independent, which revealed that inspectors from the Office of the Director of Consumer Affairs had to go to the airline in person because of repeated failures by the airline to respond to their queries.

    He said Aer Lingus wanted to re-introduce a telephone complaints system, saying the airline had not taken complaints over the phone for some years. Mr Corneille said the current complaints backlog was 6-7 weeks, and the aim was to bring this down to 10 days.


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    #2
    Victor
    Registered Users Posts: 78,278 ✭✭✭✭Victor


    http://home.eircom.net/content/unison/national/7684842?view=Eircomnet
    Aer Lingus concedes good service has 'taken flight'
    From:The Irish Independent
    Tuesday, 21st March, 2006

    Charlie Weston
    Personal Finance Editor

    AER Lingus admits its handling of customer complaints has been poor.

    And now the airline, which made this admission yesterday, is putting together a taskforce to improve its customer service.

    Frustrated customers, unable to get a response from the airline, have turned to the Director of Consumer Affairs.

    But the State consumer watchdog was itself unable to get a response from the airline, and was forced to send its inspectors to Dublin Airport a number of times in 2005 and again this year.

    A spokesman for the watchdog said yesterday its inspectors took the unusual step of calling in person to the Aer Lingus head office because of repeated failures by the airline to respond to them.

    The Consumers Affairs staff had been unable to get a response on behalf of disgruntled customers by phone, letter or e-mail.

    "Aer Lingus communications with us were unsatisfactory.

    "We would not normally go out to visit a company, but we were unable to get a reply," the spokesman said.

    The national airline had scaled back its customer complaints section over the past few years, as it moved to turn itself into a low-cost carrier.

    But the airline admitted yesterday it is now attempting to bolster its customer complaints department. It said a taskforce had been put together to review ways of improving their service.

    A spokeswoman said staff from the Director of Consumer Affairs office had called to Aer Lingus headquarters up to three times at the end of last year and twice this year.

    "This matter arose because of a backlog in handling customer queries in Aer Lingus at the moment," he said.

    "We have added extra personnel due to the extent of the queries and we have put together a taskforce to deal with it.

    "We aim to speed up how we deal with queries, because we do recognise it is an issue and we want to have it sorted out by the summer."

    Complaints about everything from missing bags to charges have not been dealt with for weeks on end.


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    #3
    FITZ146
    Registered Users Posts: 1 ✭FITZ146


    Victor wrote: »
    http://home.eircom.net/content/unison/national/7684842?view=Eircomnet
    Hi , its now oct 2007 AND AERLINGUS HAVE DONE NOTHING ABOUT THERE VERY POOR COMPLAINTS SERVICE.MYSELF AND A FRIEND FLEW TO WARSAW POLAND ON 7-10-07 FOR A FEW DAYS WITH AERLINGUS,WE WERE DUE TO RETURN ON 11-10-07 WHEN WE TRIED TO GET THE RETURN FLIGHT HOME WE WERE TOLD IT HAD BEEN CANCELLED.NO REASON ,NO HELP ,JUST CANCELLED.WE BOOKED A NEW FLIGHT HOME WITH LOT POLISH AIRLINES,WHICH I MUST SAY WERE FIRST CLASS,MEAL AND DRINK INCLUDED IN COST OF TICKET 200 EURO FOR TWO ONE WAY.YOU STILL CANT COMPLAIN BY PHONE AND WRITTING SEEMS TO BE A WASTE OF TIME.WHEN WE TELL OUR STORY PEOPLE AUTOMATICALY THINK IT WAS RYANAIR ,AND ARE SHOCKED WHEN WE TELL THEM IT WAS AERLINGUS.IVE SINCE BEEN TOLD THAT THIS HAS HAPPENED AT LEAST FIVE TIMES DURING THE SUMMER.WE ARE SO ANGRY AND FRUSTRATED BY THE WAY WE WERE TREATED BY AERLINGUS IT IS UNACCEPTABLE.


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    #4
    Tom Dunne
    Registered Users Posts: 23,212 ✭✭✭✭Tom Dunne


    Quit shouting.

    And don't dig up threads from a year and a half ago.


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