Dublin Airport complaint

lfc84

First here's what happened:

We checked in at 15:10 in Area 7. STD was 16:45.

We immediately proceeded to security and it took 30 minutes to get through the barrier that scans the boarding pass.

Once through the barrier we asked staff how much longer we would be. We were told 20 minutes. Had that been the case we would have made it to the gate but we were inaccurately informed. Anyone working there or using the airport on a regular basis would have known it would take more than 20 minutes from the barrier that scans the boarding pass to the x-ray machines.

Once xrayed we ran to the gate and got there too late.

The queue in the security search area splits twice so it is possible to be overtaken by those who have checked in after you. Aer Lingus ticket desk checked our explanation with DAA and agreed about the queue delays. They moved the ticket free of charge.

Once you get into the queue there is no one to help people who need to move faster. Some people did seek help and were told to get back in line. We did seek help and were told 20 minutes but that wasnt accurate.

The airline policy states check in closes at T-45 however it is impossible to reach the gate if you choose to check in at the deadline.

Due to the above we have to stay overnight at an airport hotel.

I've contacted the airline and DAA for comments and request the airline to reimburse my expenses.

My travel insurance wont cover it since the delay was less than 24 hours.

Does anyone have any experience or comments of similar situations?

Username exists

lfc84 wrote: »

First here's what happened:

We checked in at 15:10 in Area 7. STD was 16:45.

We immediately proceeded to security and it took 30 minutes to get through the barrier that scans the boarding pass.

Once through the barrier we asked staff how much longer we would be. We were told 20 minutes. Had that been the case we would have made it to the gate but we were inaccurately informed. Anyone working there or using the airport on a regular basis would have known it would take more than 20 minutes from the barrier that scans the boarding pass to the x-ray machines.

Once xrayed we ran to the gate and got there too late.

The queue in the security search area splits twice so it is possible to be overtaken by those who have checked in after you. Aer Lingus ticket desk checked our explanation with DAA and agreed about the queue delays. They moved the ticket free of charge.

Once you get into the queue there is no one to help people who need to move faster. Some people did seek help and were told to get back in line. We did seek help and were told 20 minutes but that wasnt accurate.

The airline policy states check in closes at T-45 however it is impossible to reach the gate if you choose to check in at the deadline.

Due to the above we have to stay overnight at an airport hotel.

I've contacted the airline and DAA for comments and request the airline to reimburse my expenses.

My travel insurance wont cover it since the delay was less than 24 hours.

Does anyone have any experience or comments of similar situations?

Maybe try getting there earlier next time and relax in the lounge area or have a beer to kill a bit of time. It's not the DAA's fault that you didn't plan ahead

dzer2

Always arrive at least 2 1/2hrs before departure time its fairly simple plan it right and never have a problem. I always like a beer before I fly.

greenman09

Went away last Monday and thought it took forever to get through. The biggest issue I would have is baggage reclaim. For the second time in a matter of months I waited a full hr for bags after the plan had landed.

phonypony

lfc84 wrote: »

I've contacted the airline and DAA for comments and request the airline to reimburse my expenses.

I really don't see why they should to be fair, in fact, depending on the fare you bought, you were pretty lucky they booked you onto another flight free of charge.

My travel insurance wont cover it since the delay was less than 24 hours.

What delay? Insurance won't cover you getting to the gate late, only a significant delay in departure. Had it been that bad at the airport more people would have been delayed getting to the gate, in which case the airline would probably have held the flight rather than deal with the aftermath of changed bookings. Just bad luck it seems. I've missed flights due to various delays at airports, just had to suck it up and learn from it. It happens.

pipie

Balls.... the OP has a fair point, the delays at certain times of the day in Dublin are crazy, my guess is that there were also many unopened security gates.

There seems to be a lack of good planning, we pay enough for the privilege of T2, the least we could expect in both terminals is that they are adequately staffed, 5-10 mins should be the max time, its not like they don’t know how many passengers will be arriving and at what approximate time.

debabyjesus

If you're any bit late at all you should try the fast pass first. If you're mad late and can't blag yourself through fast pass just tell the daa staff that you're staff and they'll sort you out

veetwin

Am I the only one who thinks that the OP has a legitimate complaint? They arrived at check in 95 minutes before departure and through no fault of their own missed their flight due to inordinatley long security queues. At 15.10 I would not reasonably expect that going through security would take any longer than 20 minutes.

sparrowcar

OP, you checked in at 1510 and missed a flight at 1645. That's 95 mins and you were in the card scan queue for 30 mins, and the search queue for 20-30 mins? what did you do for the remaining 35-45 mins?

I think there's some details omitted. Let's say you queued in the 2nd search queue for an amzing 40 mins (an unbelievable 70mims in total), that still left you 25 mins to get to the gate.

galwayjohn89

Whats the queues like in T1 on a friday morning around 6am?

I have never queued more than 15 minutes in the last 20 or so times I used Dublin Airport but getting a bit worried now!

Amirani

sparrowcar wrote: »

OP, you checked in at 1510 and missed a flight at 1645. That's 95 mins and you were in the card scan queue for 30 mins, and the search queue for 20-30 mins? what did you do for the remaining 35-45 mins?

I think there's some details omitted. Let's say you queued in the 2nd search queue for an amzing 40 mins (an unbelievable 70mims in total), that still left you 25 mins to get to the gate.

Gate closes at least 10/15 minutes before departure. There's still time unaccounted for though.

deandean

Awful thing to happen it can really mess up your trip.

OP thank your not-so-lucky stars that you are flying with aer lingus and not the other crowd they would have doubly screwed you over in those circumstances.

Xpro

Vuzuggu wrote: »

Whats the queues like in T1 on a friday morning around 6am?

I have never queued more than 15 minutes in the last 20 or so times I used Dublin Airport but getting a bit worried now!

I nearly missed the flight myself last week. Thankfully Ryanair was delayed so that bought us a bit of extra time
The Q in T1 was two miles long. Even after the scan we still had to wait about 40 minutes to get by the X-ray.

I also fly on weekly basis, and the q was never as bad.

greenman09

Xpro wrote: »

I nearly missed the flight myself last week. Thankfully Ryanair was delayed so that bought us a bit of extra time
The Q in T1 was two miles long. Even after the scan we still had to wait about 40 minutes to get by the X-ray.

I also fly on weekly basis, and the q was never as bad.

I'm putting it down to the fact it was Easter hols. We waited ages in aer lingus bag drop queue after using express check in. From check in to gate was well over an hr and this was for a 0650 flight.

lfc84

Just to reiterate. We did seek advice and assitance, but were told we would get through in time. Others who were worried about missing flights were told to get back in line.

5 of the 13 security scanners / archways were open.

I know that it is possible to purchase fast track online and then show the voucher at the airport but I didnt see the fast track available to purchase in the airport. This may or may not be the case I dont know - I just didnt see it and was concerned that if I left the queue I would have had to rejoin at the back since people were not being assisted in any way shape or form by DAA staff or their agents / contractors.

The gate closes at 1620. The airlines own policy states check in closes at 1600. Therefore it is reasonable for an infrequent user of Dublin Airport to expect that checkin at 1510 is sufficient.

We were a party of two. Two other people missed the same flight - so four in total missed the flight.

I'm genuinely grateful to the Aer Lingus for not charging me anything to change the ticket. Many Ryanair passengers did miss their flight for the same reason as us and I anticipate that they would have been charged.

Regarding travel insurance that someone queried above - they did in fact say that they would have covered the additional accomodation costs if the delay I experienced was 24 hours or more.

quikquest

Whatever you do dont get the Airport Genie. I got it a month ago... Disaster! The queues were that long that they were letting people from the main queue into the airport genie queue. 35 mins to get through the Fast track queue.

Also it is purely down to staffing issues at Dublin Airport. They employ too many "ushers" telling you where to go in the queue and not enough people to actually man the security checkpoints.

And those that are working there are usually more interested in chatting amongst themselves. Never ask "Do you have a belt etc"... just continue talking to each other. Its not their fault the moral is probably low due to low staff.

Dinkie

greenman09 wrote: »

I'm putting it down to the fact it was Easter hols. We waited ages in aer lingus bag drop queue after using express check in. From check in to gate was well over an hr and this was for a 0650 flight.

It can be like that outside easter holiday s also... it can sometimes take over60 mins to get from bag drop to the gate on normal days at that time.:( Especially if you checkin at terminal 2 and then go through security and across to terminal 1.

I always aim to arrive at least 2 hours in advance and have a coffee.

DoraDelite

According to this they are supposed to keep these queues to under 30 minutes:
http://www.herald.ie/news/how-airport-has-slashed-security-wait-28015146.html

I fly a lot too as a commuter and find the queues wildly unpredictable depending on the mood of the DAA, I think anything longer than 30 minutes is completely unacceptable and for a business traveller arriving more than 2 hours before a flight is not always practical. I don't get the logic of the DAA, the longer people spend in queues the less time they spend in the shops/restaurants on the way to the gate so why delay them at security and lose money?

Alicano

OP you have some cheek to even consider yet alone asking the airline to cover your hotel expenses. Nothing to do with the airline..nothing at all. If you were genuinely at the airport at times stated, and all the other info is true etc, then you have a complaint with Airport Search Unit and DAA.

lfc84

Alicano wrote: »

OP you have some cheek to even consider yet alone asking the airline to cover your hotel expenses. Nothing to do with the airline..nothing at all. If you were genuinely at the airport at times stated, and all the other info is true etc, then you have a complaint with Airport Search Unit and DAA.

My contract is with the airline. The airline contract DAA.

I shall report back in due course with the outcome

Fattes

DAA state you must leave at least 90 min before your flight to clear security. Security in T1 has been a disaster with them regularly only opening 2 scanners on each side. I have regularly Q for more than 90 minutes and on at least 12 occasions in the last 8 months walked to the top of the Q or I would miss my flight.

Not sure if you have much of a case but if I thought in any way I was going to be tight for my flight I would be marching straight to the top of the security Q as above.

Try the DAA on Twitter, they have a big following and normally get back to feedback very quickly on there.

Alicano

lfc84 wrote: »

My contract is with the airline. The airline contract DAA.

I shall report back in due course with the outcome

Completely wrong OP. Your contract with the airline includes: PNR, Flight numbers, itinerary, passengers names, fare break down, taxes etc. Please upload the part that states where the airline is 'contracted' to get you through the airport security queue and down to the gate on time. The Airline is one of many tenant's of the DAA..just like Starbucks. As I originally posted. If all info is true and accurate, then you have a complaint with ASU and DAA.

sconestar

I was at Dublin Airport too this afternoon (T1) and had a similar experience - luckily I just made my flight, although I am sure many others must have missed theirs. I have experienced extremely long queues at this airport on several occasions previously (until today, these had been the longest airport queues I had ever encountered anywhere), but this afternoon was beyond belief. As the OP mentioned, just to pass through the boarding pass check took almost half an hour - the queue began in the check-in area! And then the security queue was another matter! I find it interesting that some posters seem to think that a 1 hour plus security wait is acceptable. I certainly don't, and have honestly never experienced such lengthy queues at any other airport (and I am quite well travelled). As others have mentioned, despite the volume of passengers, the majority of screening lanes remained closed. A number of staff were also behaving in a very rude manner, which certainly didn't help the situation either. This shambolic system leaves such a bad impression of the country. I'm originally from Dublin, but have lived overseas for several years - putting up with such a disorganised mess each time I fly out of Dublin Airport, I am not only embarrassed, but I am also reminded of all the reasons why I decided to leave Ireland and move overseas in the first place.

Koops80

dzer2 wrote: »

Always arrive at least 2 1/2hrs before departure time its fairly simple plan it right and never have a problem. I always like a beer before I fly.

2 1/2 hrs???? Are you mad? Thats serious overkill even for a transatlantic flight where you have to also clear us customs and border control. Try flying regularly and wasting that amount of time each leg and you won't be long going insane

lord lucan

Ques were chronic in T1 today,they definitely breached the 30 minute mark at least once and resorted to sending pax to T2 to clear security there. There's been issues there since before xmas and it's only going to become more evident as the summer season ramps up.

andy_g

Moved to Travel forum as it more suited to it due to not being Aircraft and Aviation related.

athtrasna

Vuzuggu wrote: »

Whats the queues like in T1 on a friday morning around 6am?

I have never queued more than 15 minutes in the last 20 or so times I used Dublin Airport but getting a bit worried now!

Have flown from T1 twice in past 2 months at that hour and both times security took over an hour. Having arrived 90 mins before the first flight (and made it by the skin of my teeth) I made sure to arrive 2 hours before the next one.

To the OP - Dublin airport have been advising people to arrive earlier due to volume over the Easter holidays. Seems like they already knew there was an issue.

schemingbohemia

athtrasna wrote: »

Have flown from T1 twice in past 2 months at that hour and both times security took over an hour. Having arrived 90 mins before the first flight (and made it by the skin of my teeth) I made sure to arrive 2 hours before the next one.

To the OP - Dublin airport have been advising people to arrive earlier due to volume over the Easter holidays. Seems like they already knew there was an issue.

So why didn't they open more security desks? Their staffing levels are a joke at security, also not helped by the amount of morons who do not know how to go through security - between people acting shocked that they can't bring a litre of vodka on board to the numpties who don't have manners enough to take the empty baskets off the scanner after using it, it's a nightmare.

I've been generally lucky the last year and it's not just a Dublin Airport thing, Manchester and Gatwick have been brutal for me more often.

galwayjohn89

schemingbohemia wrote: »

So why didn't they open more security desks? Their staffing levels are a joke at security, also not helped by the amount of morons who do not know how to go through security - between people acting shocked that they can't bring a litre of vodka on board to the numpties who don't have manners enough to take the empty baskets off the scanner after using it, it's a nightmare.

They should have expert flyer lanes like in the US where people who know what they're doing and arrive at the scanner with everything ready to be plonked into the tray.

Koops80

Vuzuggu wrote: »

They should have expert flyer lanes like in the US where people who know what they're doing and arrive at the scanner with everything ready to be plonked into the tray.

It's called the aer lingus golden circle line

galwayjohn89

Koops80 wrote: »

It's called the aer lingus golden circle line

Surely thats completely different and is like the Elite Lines in America. E.g. you need to have membership to use them.

munchkin_utd

Vuzuggu wrote: »

They should have expert flyer lanes like in the US where people who know what they're doing and arrive at the scanner with everything ready to be plonked into the tray.

its a very good point though.

Munich has been voted as the best airport in Europe and top 5 in the world yet security can be a disaster at times even with adequately manned security.

The main cause for it is seemingly when a glut of certain individuals are trying to get through at the same time without having separated liquids, emptied their pockets etc. mixed with the peak in folks ariving at security caused by long distance travellers/ folks on charter flights checking in unnecessarily early (and I mean 3 or 4 hours early sometimes!) and folks for shorthaul arriving normally early but coinciding with the early birds.

A dedicated lane for folks who can manage to empty their pockets and take off their belt without being asked though wouldnt be any harm!

Crimsonforce

actually i travelled last tuesday . was going through security 1h.20 mins before the flight was departing. Never seen chaos like it,
as the security girl said to me " here, you better leg it if you wana catch that fligh"

I ran like ben johnson in order to make the plane. Unbelievably badly managed

Yamanoto

greenman09 wrote: »

I'm putting it down to the fact it was Easter hols. We waited ages in aer lingus bag drop queue after using express check in. From check in to gate was well over an hr and this was for a 0650 flight.

If you've an early departure with EI, you can now check bags the day before travel.

It may not be convenient for everyone, but it avoids those hellish looking early-morning queues at bag-drop.

If your flight departs Dublin Airport between 06:00-08:00 in the morning, you can now check-in at the airport between 16:00-20:00 the evening before.

This new service is available for both Aer Lingus and Aer Lingus Regional flights. Regardless of the terminal your flight will depart from the following day, all bags need to be dropped in Terminal 2 when availing of this early check-in facility.
Each passenger needs to present themselves to check-in and drop off bags but if you are travelling with immediate family, one member of the family can check-in and drop bags for the group the evening before.

While this facility will save you time the next day, all passengers will still need to leave adequate time in the morning to get through security and to get to their gate. We would recommend that you come to the airport 90 minutes before your flight is due to depart.

http://www.aerlingus.com/travelinformation/knowbeforeyoufly/check-in/check-intimes/

tunedout

Why don't they have a security queue that costs €10 per head to go through? (or whatever amount of € they deem enough to keep the queue really short and quick)


That way if people are in a panic/rush, they can just go through this queue.

Eponymous

tunedout wrote: »

Why don't they have a security queue that costs €10 per head to go through? (or whatever amount of € they deem enough to keep the queue really short and quick)


That way if people are in a panic/rush, they can just go through this queue.

Passengers already pay a pretty penny in airport charges and should be able to expect a smooth and efficient process at security without any further extortion in order to move things along.

It's not like the airport has no idea of the passenger volumes they can expect at any given time.

sillysmiles

tunedout wrote: »

Why don't they have a security queue that costs €10 per head to go through? (or whatever amount of € they deem enough to keep the queue really short and quick)


That way if people are in a panic/rush, they can just go through this queue.

It seems a bit ridiculous to expect passenger to pay extra for them to do their job efficiently, no?

AngryLips

I had a similar experience with T1 just before Christmas but thankfully I didn't miss my flight. I emailed the DAA about it too. Effectively, the queue has to take under 30 minutes otherwise they are in breach of their service levels. In fact, Dublin Airport were fined by the Regulator for allowing queues to exceed this time in T1 at some point September (this was reported in the Business Post in January but unfortunately I can't find the link).

Check-in at the airport closes 45 minutes before the flight in the case of Aer Lingus. The DAA wouldn't agree this time with the airlines unless they're confident their service levels can get passengers from check-in to the gate in that timeframe. I'm not sure what recourse the OP has with the DAA in this case but it is worth exhausting the complaints process with both the DAA and the Regulator IMO.

Just to add, I got a response to my complaint. Since I didn't miss my flight and I was mostly just giving feedback on my experience all I was expecting in response was something to the effect of "thank you for the feedback etc" and this is what they came back with.

I don't think there is any fault with the OP here - the airport shouldn't facilitate check-in so close to departure if there was any doubt that they could facilitate it.

tatli_lokma

sconestar wrote: »

I have experienced extremely long queues at this airport on several occasions previously (until today, these had been the longest airport queues I had ever encountered anywhere),

munchkin_utd wrote: »

Munich has been voted as the best airport in Europe and top 5 in the world yet security can be a disaster at times even with adequately manned security.

If queues are as bad as you report then DAA need to address it.

I agree about Munich - I had a transfer through there and 6 planes arrived very close together and we were all expected to get through 3 security gates! Add in a hundred or so Asian teenagers who seemed oblivious to the whole 100ml limit and little or no English and it was chaos.

The only other time I have experienced such bad security issues was in London Heathrow up to about 4 years ago - they literally did not care if you missed your plane.

On both occasions, only for the fact that I had checked in luggage which was on the plane they would not have waited for me.

We're travelling soon via T2 and I hope it has improved. Again the only hope we have is that because we have 1 bag to check in they might hold the plane for a little while for us.

In the meantime if you do experience such delays and fear you might miss your flight it might be worth checking through a bag as once there is a bag on board with your name they are more inclined to assist you.

schemingbohemia

Never had a problem in T2 - apart from the dullards who don't know how to prepare to go through security - it's a joy to transit through, though I wish they had a Boots there.

Jocelynel

i always arrive 90mins before flight and have never had a problem. however around christmas, easter, holiday season would always add on additional 20 mins.

i got stuck in faro airport last year, we were queuing over an hour at security, but thankfully a security guard called everyone for the dublin flight to come forward and skip ahead. luckily a bit of common sense, don't understand why security didn't help those skip ahead in dublin, especially if their was serious delays

i have often let people skip ahead of me in the queue who were afraid of being late

Strumms

debabyjesus wrote: »

If you're any bit late at all you should try the fast pass first. If you're mad late and can't blag yourself through fast pass just tell the daa staff that you're staff and they'll sort you out

Errr no they won't sort it out for you. Unless you can accredit yourself with your airline ID or airport access pass it isn't going to happen. That's bad advice to give anyone quite frankly and besides the most obvious negative aspect of somone approaching at a security point and presenting themselves as staff when they are not it also screws it up for those of us who are staff.

OP the security lines at times can be too long at DUB on occasion. i work there, i also travel a lot for work and for pleasure. I hate queuing I haven't got much patience for standing around. Rule of thumb for future reference get there about 2 hours before your flight departs at least and make the experience a little less rushed and nervewracking. I like to get there about 3 hours beforehand, have a wander through the shops, a leisurely bite to eat and a beer, so much less stressful than your sceanario, travelling is something that should be enjoyed not endured, make it easy on yourself in future. In the mean time a letter outlining your experience to the DAA could be a way to go.

Stinicker

Happened to me in Bangkok in 2011 despite arriving at the airport 2.5 hours before departure, spent nearly two hours trying to get through security and immigration and in the finish the Etihad staff gathered all us Etihad passengers together and gave us VIP passes to go through the VIP outbound immigration area as it was immigration was the hold-up not security. Had to run to the gate and was amongst the last to board the flight. Expecting a repeat performance last year I got to the Airport there 4 hours before departure and got through in 15mins!! Still it has a massive duty free and free wifi so that kept me entertained.

It would really ruin your trip and whilst this happened to me in a foreign country I'd expect alot better in Dublin airport. Did it happen in T1 or T2? I was once selected for special security screening in America and it actually sped up the process, even though they opened my carryon and rifled through everything I saw people in front of me still way back the line!

Fattes

In the mean time a letter outlining your experience to the DAA could be a way to go.

I have written 2 letters since November and included a video of the experience in the 2nd letter, have received a standard response and nothing else or anything to say it would be looked at.

rainbow kirby

schemingbohemia wrote: »

Never had a problem in T2 - apart from the dullards who don't know how to prepare to go through security - it's a joy to transit through, though I wish they had a Boots there.

Generally I've found that T2 isn't as bad, but I almost missed a flight to Zurich last summer due to serious security understaffing on a Wednesday afternoon there. T1 you just expect the misery, and way too many tools who take all day to put their stuff onto a tray.

Yamanoto

schemingbohemia wrote: »

Never had a problem in T2 - apart from the dullards who don't know how to prepare to go through security - it's a joy to transit through, though I wish they had a Boots there.

It's a bit of a schlep, but you can get to Boots from T2 once you're airside.

It'd be good to have a second one there though.

DAA Customer Relations

DAA Customer Relations Department here. If you have had an expereince at Dublin Airport that you would like to bring to our attention, please email us directly

customer.relations@daa.ie

Many thanks.

rugbyman

am an almost weekly traveller, fasinated by this thread, not a lot of time to type,
I never ship a bag. generally dublin scanners T1 max 20 mins ,even on eqarly morning football days, Daa SEEMS to me to put on extra staff.

one time in stanstead on a bank Holiday, mayhem , however staff circulated among those queing, looking at departure times on tickets, anyone needing it was moved to a fast track, ver impressive

Regards, rugbyman

p.s. last monday, bank holiday 0450 easy peasy, though busy

cassi

How on earth did it take 30 minutes to get through the boarding pass scanners? Flew two weeks ago on a 3pm flight walked straight up to them scanned and through! It's been like this every time I've gone through them?

Was there some kind of machine problem etc?

schemingbohemia

Fattes wrote: »

I have written 2 letters since November and included a video of the experience in the 2nd letter, have received a standard response and nothing else or anything to say it would be looked at.

Well then send that information to the aviation authority and ask them to followup.

Zaph

DAA Customer Relations, as you are posting on behalf of a company I have to ask you to refrain from posting any further until you have obtained a verified rep account from the guys in the office. They can be contacted at reps@boards.ie

Please note that further posts without having first obtained a verified rep account will result in a siteban.