Aer Lingus not responding to complaints

xpletiv

What is now 6 weeks ago, the Aer Lingus website had a problem that caused me to not be able to book bags at time of booking. Their whole website infrastructure was overwhelmed by the issues happening in Heathrow on the same day apparently. I was meant to get a Family discount on the bags which didnt work, and no bags ended up being added. Of course, after the fact they charge full price.

Called AL customer line (eventually got it on 3rd attempt, id say 3 hours waiting on phone to actually speak to someone) - extremely difficult to understand person on other end, didnt understand my issue for at least 20 minutes, then suddenly admitted that they were having website issues all day. Quite the turnaround, i think he finally realsied he wasnt getting rid of me without compensation. Told to email the official way, which I did, and Id have a response within 7 days and was told that 'they are very fast and very good'.

Well. Here I am 6 weeks later, that flight is now in 2 weeks. No response from AL. In fact, I raised another ticket about my ticket, which they closed saying they will respond. Ive gotten 3 automated emails about it taking 'longer than usual'.

Cue being in airport there 2 days ago, going out of T2, I decide to ask 2 guys at the front of the empty terminal. Both immediately got uncomfortable as you can tell this isnt first time theyve been asked. I was advised to call the customer care line again as they cannot help with any issues in the airport itself as there is no customer service desk!!

This is our national airline - stripped down for maximum profits and ruining its reputation. Seriously.

Still out of pocket, still no responses.

I

gipi

Group of us are waiting 6 months for reimbursement of expenses caused by storm Ashley (2 day delay, we had to pay for meals and accommodation ourselves).

4 people got part-paid, so the claim was closed!

JVince

What's the issue?

Compo culture?

You couldn't book bags at a specific time and didn't bother booking the next day, and because you missed out on a few euros of discount you want compensation?

Maybe go to a solicitor and initiate high court proceedings for the stress and anxiety caused by aer Lingus not using kid gloves and soft blankets in dealing with you.

Obviously you place zero value on your time by spending hours and hours on a very minor issue.

magicbastarder

https://www.boards.ie/discussion/2058408403/aer-lingus-not-responding-to-complaints

are you on twitter? i got a good response from them on twitter to a question a couple of years ago; it was seeking information rather than resolving an issue, though. but often they only hand control of the likes of twitter to capable employees (or so i like to think).

just be warned - i was swarmed with bot responses from fake aer lingus accounts when i asked (first question was a public tweet to them, which the bots reacted to). make sure you're conversing with the correct account.

xpletiv

https://www.boards.ie/discussion/comment/123413516#Comment_123413516

Quality keyboard warrior response here.

https://www.boards.ie/discussion/2058408403/aer-lingus-not-responding-to-complaints

could you not just add the bags now? I’m sure if you call them they can do that?

Your making a mountain out of a small issue

xpletiv

https://www.boards.ie/discussion/comment/123413531#Comment_123413531

At 2x the fee.

xpletiv

I think its fairly clear my problem is the no response from AL, and the fact they want 2x the money online for the bags.

Alonzo Mosley

Regardless of what the issue is, the OP is highlighting the poor quality customer service from Aer Lingus. OP ignore the keyboard warriors!

JVince

https://www.boards.ie/discussion/comment/123413530#Comment_123413530

A "keyboard warrior" pointing out that you are spending hours of time due to about €20 or €30 and then looking for "compensation".

The discount only applies to "children's" bags AND they have a 10kg bag included anyway

And then trying to make it out a a "national" embarrassment.

You MUST be joking?

I suspect the manner in how you wrote the complaint is the reason it has been ignored.

Companies don't want people like that as customers. Simply not worth it.

billie1b

https://www.boards.ie/discussion/2058408403/aer-lingus-not-responding-to-complaints

They're customer service is diabolical, basically non existent and they rarely admit to mistakes and you'll have everyone defending them about it but if it was Ryanair they'd be in full agreement with you.

Also just to note, Aer Lingus in not the national airline anymore, we don't have one as we have no state run airlines. Fan boys/girls just keep saying it cause they like to believe it.

mrslancaster

AL have really bad reviews on trust pilot, trip advisor and many other online sites. Terrible customer service imo.

I was a bit harsh apologies, yea sounds like their customer service is brutal

sibersha

They are useless. We had flights booked that got cancelled during Covid, outbound with Ryanair and inbound with Aer Lingus. RA sorted refunds nearly immediately when it was clear that travel was not going to be allowed. AL on the other hand were impossible to get talking to, emails ignored, phone staff unhelpful. I was chasing them for months, then I submitted a claim with the small claims court and once the SCC contacted AL regarding my claim/case, they refunded me in a matter of days.