Aer Lingus Service

CaptainSkidmark · 16-10-2016 10:53AM #1

Is it just me or do Aer Lingus serve up a bad package? Any time i fly with them its nothing but a rushed job and staff shouting down the PA and constantly trying to sell sell sell? Theres no complementary sandwich or glass of anything. How does this 4 star award separate them from Ryanair? They both offer the exact same service selling at the same rates on board and neither give complimentary food across Europe? I have found Aeroflot to be a far better airline, KLM are leaps and bounds ahead and BA also. I flew fro Dublin to Heathrow one morning and i was given a sandwich and a glass of orange. Is it just the Gold circle that separates them? Ive missed out on 800 points this year to be come part of the gold circle because they were bought as part of a sale. I got them through Ebookers and my company bought one also through a Russian travel agent and they refused to award the points , it just seems like they go out of their way not to give you points and i hear its very difficult to spend earned points also?

man98 · 16-10-2016 11:02AM

I've always thought that the only difference between EI and FR is the price, I would like to travel comfortably but it's not really an option for most routes out of Ireland.

CINCLANTFLT · 16-10-2016 11:05AM

I flew long distance to the USA with them a while ago... no choice on the meal by the time they got to me... fair enough I thought... then a few hours later a messsge comes up on my screen to say we could buy snacks in a while...

Finally about 90 minutes later they come through the cabin selling snacks... they ask what I want and I try to order various hot meals and sandwiches... all of which I am told are sold out...

Eventually I ask what they do have... they dig around and find some pringles... I am quite hungry so I go for that...

Then there is the last free food a few hours later... a sandwich... they get to me and say there is no choice again... I hate tomatoes so I claim to be allergic to them (I know...sorry)... suddenly there is a choice! I get a chicken sandwich.

I decide to give some feedback on poor food options which is not enthusiastically received... I then mention I am a gold circle member and that I will make a written complaint... a more senior person rushes down, recognises me as someone who usually flies Premier (I was flying Economy as a different company to my usual was picking up the tab)... cue grovelling and apple apologies and offers of a free drink... I said that I should have gotten proper service no matter who I was and that I can afford my own drink...

Foggy43 · 16-10-2016 11:08AM

From BA

British Airways is partnering with Marks & Spencer to provide buy-on-board catering for our short-haul and domestic services.

It is the perfect partnership - high quality food combined with years of onboard service experience, which means we'll be giving our customers the very best food in the air.

Available from January 2017, the seasonally inspired 'M&S on board' menu will feature a range of options at fair prices. From fresh sandwiches, salads, savoury nibbles and sweet treats to healthy eating, gluten-free and vegetarian options, customers will truly be spoilt for choice. Launching initially at Heathrow and Gatwick, the onboard menus will be rolled out to London City and Stansted later in the year.

Customers travelling in Club Europe will continue to enjoy a full, complimentary food service.

737max · 16-10-2016 11:12AM

On my last flight Aer Lingus forced me to take my squishy cabin locker sized bag out of the cabin locker to accommodate oversized solid wheelie cases for other flyers and I had to fly with it at my feet.

Aer Lingus and Ryanair offer similar service.

Pros for Ryanair are cheaper prices and in my experience better reliability and they don't use sky bridges which lead to delayed boarding time.

Pros for Aer Lingus are lower seat occupancy so less cramped, sometimes better airport selection and the cabin crew generally speak with an Irish accent although I won't criticize cabin crew from either company as they are polite to you when you are polite to them.

maximum12 · 16-10-2016 11:14AM

CaptainSkidmark wrote: »

and staff shouting down the PA and constantly trying to sell sell sell?

But at least they do the PA in the standard issue Aer Lingus, nasally, I'm trying to sound posh, cabin crew accent.

On Ryanair I have no idea what they are saying.

Jack1985 · 16-10-2016 12:13PM

CaptainSkidmark wrote: »

Is it just me or do Aer Lingus serve up a bad package? Any time i fly with them its nothing but a rushed job and staff shouting down the PA and constantly trying to sell sell sell? Theres no complementary sandwich or glass of anything. How does this 4 star award separate them from Ryanair? They both offer the exact same service selling at the same rates on board and neither give complimentary food across Europe? I have found Aeroflot to be a far better airline, KLM are leaps and bounds ahead and BA also. I flew fro Dublin to Heathrow one morning and i was given a sandwich and a glass of orange. Is it just the Gold circle that separates them? Ive missed out on 800 points this year to be come part of the gold circle because they were bought as part of a sale. I got them through Ebookers and my company bought one also through a Russian travel agent and they refused to award the points , it just seems like they go out of their way not to give you points and i hear its very difficult to spend earned points also?

I'd love to know which flights there's sell sell occurring if you could inform us? The Aer Lingus European service is bia (Drinks/Food) followed by rubbish collection, then Boutique shopping and rubbish collection. The remark sell sell has no standing there at all, the service will be exactly the same as British Airways from 2017 when they follow the Aer Lingus/Iberia and Vueling strategy as with most European airlines. There hasn't been anything complementary on Aer Lingus' European network since 2002.

The four star was awarded for Cabin Crew service and medical response (An incident occurred on a flight during a Sky Trax audit which only came to surface after the Sky Trax auditor witnessed the crews response and level of professionalism after a passenger was seriously injured on a flight). As well as this the Transatlantic proposition (Service and Routings), the DUB HUB strategy, improvements to OTP, ear marked improvements to the Frequent Flyer club (from Gold Circle to AerClub) occurring in Q4 2016.

You seem to have a chip on your shoulder with Aer Lingus Cabin Crew. As evident in previous ramblings, I'd like other posters here to know that as well.

But at least they do the PA in the standard issue Aer Lingus, nasally, I'm trying to sound posh, cabin crew accent.

Comments like this should have no basis on public forums. Seriously, supposed maturity? 'cmon.

bpmurray · 16-10-2016 12:17PM

I'm not a fan of Ryanair, but I have to say I love the way the seats don't recline. There hasn't been enough room to recline your seat without causing serious problems for the person behind you in any airline since the '80s, so that's an enormous plus for me!

VG31 · 16-10-2016 12:44PM

CaptainSkidmark wrote: »

Is it just me or do Aer Lingus serve up a bad package? Any time i fly with them its nothing but a rushed job and staff shouting down the PA and constantly trying to sell sell sell? Theres no complementary sandwich or glass of anything.

They should at least have a free tea/coffee/soft drink like SAS. It's crazy that a "4* airline" is trying to sell you food and other items on board.

BA are getting rid of the free drinks and food soon. Lufthansa and KLM are much better options now by far and are usually cheaper to Europe.

Noxegon · 16-10-2016 12:53PM

CaptainSkidmark wrote:

Is it just me or do Aer Lingus serve up a bad package?

No, it's not just you. I'm a very regular traveller and at this point Aer Lingus is generally my last resort, used only when no other airline is suitable.

CaptainSkidmark wrote:

it just seems like they go out of their way not to give you points

I found out the hard way that you need to check after every single flight to make sure you've been credited the points you've paid for. I was dropped from Gold Circle a few months back because I missed the 2400 required for renewal by 150 points. When I went back through my statements I found three "plus" fares that hadn't been credited, but they were too far in the past apparently.

Meanwhile a close friend of mine, who did have enough points, was refused entry into the lounge in JFK at the end of a month long stay in the US. The reason? The card he had had expired, and the new one was at home in Dublin.

737max wrote: »

On my last flight Aer Lingus forced me to take my squishy cabin locker sized bag out of the cabin locker to accommodate oversized solid wheelie cases for other flyers and I had to fly with it at my feet.

Yup, I've had that too. I'd prefer to travel light, but I'm fairly tall, and putting the bag at my feet is quite uncomfortable. As a direct consequence I generally take a heavier cabin bag that doesn't fit at my feet when I have to fly Aer Lingus.

CaptainSkidmark · 17-10-2016 09:16AM

I have 8 flights this year with Aer lingus and 6 are 6am/7.40 from cork and two are 8.40pm from Amsterdam after 20 hours traveling back from Sakhalin, Not looking forward to it, Aer Lingus used to pride itself as being better than Ryanair but now they are both the exact same since Ryanair Upped their game.

And when you are on a short hitch between Cork and Heathrow and your being asked do you want to buy tea, news papers, sky shopping and heathrow express tickets it certainly does feel like you are being molested by sales people!

Fattes · 17-10-2016 10:25AM

If you want to know just how poor Aer Lingus service is, log a customer care complaint after your flight. You will receive an automated email response that states it can take up to 60 days to resolve, I had posted this elswhere on the forum recently

I traveled with EI out of TXL Berlin on Aug 8th, on this rare occasion I had paid for priority boarding and a designated seats 3A, 3B. No priority boarding was called or available at TXL, I highlighted to the ground service staff that I had paid for priority and was sent to the back of the line, there was also an issue with the seats on the flight, that was resolved eventually.

I sent an email to EI on August 10th, I received my refund for services not provided Oct 10th! This refund required, 8 phone calls, several social media interactions and eventually a formal letter. I received a response to my original October 12th, with no mention of the refund, which i had to drag out of them a couple of days previously!

There is no phone contact for customer service only email, which they dont respond too, on twitter they insist you follow them before engaging with you! One of the worst customer service interactions in the airline industry.

LXFlyer · 17-10-2016 10:35AM

Fattes wrote: »

If you want to know just how poor Aer Lingus service is, log a customer care complaint after your flight. You will receive an automated email response that states it can take up to 60 days to resolve, I had posted this elswhere on the forum recently

I traveled with EI out of TXL Berlin on Aug 8th, on this rare occasion I had paid for priority boarding and a designated seats 3A, 3B. No priority boarding was called or available at TXL, I highlighted to the ground service staff that I had paid for priority and was sent to the back of the line, there was also an issue with the seats on the flight, that was resolved eventually.

I sent an email to EI on August 10th, I received my refund for services not provided Oct 10th! This refund required, 8 phone calls, several social media interactions and eventually a formal letter. I received a response to my original October 12th, with no mention of the refund, which i had to drag out of them a couple of days previously!

There is no phone contact for customer service only email, which they dont respond too, on twitter they insist you follow them before engaging with you! One of the worst customer service interactions in the airline industry.

You can't send a DM on twitter without both parties following one another - that's just a practicality of twitter.

Fattes · 17-10-2016 10:37AM

lxflyer wrote: »

You can't send a DM on twitter without both parties following one another - that's just a practicality of twitter.

Its also a marketing tool used by companies to increase their following, depsite providing the case number, in the original tweet & 4 consecutive tweets, they wanted it sent by DM. Odd they couldn't take it straight off the public tweets!

jackinthemix94 · 17-10-2016 10:43AM

You actually can activate a setting on Twitter now that allows DMs between people / companies that don't follow each other. You are providing inaccurate and old information

.

LXFlyer · 17-10-2016 10:51AM

jackinthemix94 wrote: »

You actually can activate a setting on Twitter now that allows DMs between people / companies that don't follow each other. You are providing inaccurate and old information .

I stand corrected - thanks!

goingnowhere · 17-10-2016 10:53AM

Fattes wrote: »

If you want to know just how poor Aer Lingus service is, log a customer care complaint after your flight. You will receive an automated email response that states it can take up to 60 days to resolve, I had posted this elswhere on the forum recently

I traveled with EI out of TXL Berlin on Aug 8th, on this rare occasion I had paid for priority boarding and a designated seats 3A, 3B. No priority boarding was called or available at TXL, I highlighted to the ground service staff that I had paid for priority and was sent to the back of the line, there was also an issue with the seats on the flight, that was resolved eventually.

I sent an email to EI on August 10th, I received my refund for services not provided Oct 10th! This refund required, 8 phone calls, several social media interactions and eventually a formal letter. I received a response to my original October 12th, with no mention of the refund, which i had to drag out of them a couple of days previously!

There is no phone contact for customer service only email, which they dont respond too, on twitter they insist you follow them before engaging with you! One of the worst customer service interactions in the airline industry.

Ground handling in TXL is the worst I have encountered and the staff plain rude when challenged that they were not following the EI protocols for check in, boarding, cabin baggage etc. They are also ridiculously slow getting the final paperwork to the crew so we can fully boarded and fueled but we can't go as the paperwork hasn't arrived. The push back tug broke down on me last time...

Flew out of DUS last night, priority boarding was called, and we got moving quickly once everyone was onboard

Fattes · 17-10-2016 10:55AM

goingnowhere wrote: »

Ground handling in TXL is the worst I have encountered and the staff plain rude when challenged that they were not following the EI protocols for check in, boarding, cabin baggage etc. They are also ridiculously slow getting the final paperwork to the crew so we can fully boarded and fueled but we can't go as the paperwork hasn't arrived. The push back tug broke down on me last time...

Flew out of DUS last night, priority boarding was called, and we got moving quickly once everyone was onboard

Read my post again, the customer service received post the negative experience, at TXL was a bigger problem than the initial issue. That was all Aer Lingus

Locker10a · 17-10-2016 12:07PM

CaptainSkidmark wrote: »

I have 8 flights this year with Aer lingus and 6 are 6am/7.40 from cork and two are 8.40pm from Amsterdam after 20 hours traveling back from Sakhalin, Not looking forward to it, Aer Lingus used to pride itself as being better than Ryanair but now they are both the exact same since Ryanair Upped their game.

And when you are on a short hitch between Cork and Heathrow and your being asked do you want to buy tea, news papers, sky shopping and heathrow express tickets it certainly does feel like you are being molested by sales people!

This molested by sales people on EI is really making me laugh!!
Of ALL European airlines who sell on-board in Europe, Aer Lingus cabin crew are by FAR the LEAST enthuastic about sales!!
As mentioned here before I have numourous years experience as crew in low cost airlines in Europe! I now travel EI short haul frequently every month, anyone who thinks they are all about sales has obviously never set foot on EasyJet or Ryanair!!!! Seriously like the flights I take on EI the crew do as little sales as possible! On easyJet you get details of meal deals, how much money you'll save buying two products, 20% ladies fragrances, scratch cards and how much you can win, train and bus tickets, London attraction tickets and how much you can save ! And god love you if there is a language speaker onboard as they will then repeat all the announcements !
I hate to say this but at least on EI and EZY the crew speak English ! The standard of announcements on Ryanair is abysmal.
Boarding, boarding on EI is no different to any other airline, being asked to keep small bags by your feet is common practice now and is even done on BA (shock horror) BA even tag small bags with a label that reads (place under seat infront) at least EI don't have pre recorded boarding announcements played on loop instructing you to do this like a certain orange airline! EI actually have boarding music!
Ryanair boarding is probably most efficient but that's because they tag so many bags at the gate, EI will try and get as many onboard as they can!
EI are really not so bad to fly with! Some people have a very precious attitude here ! If you don't like it fly someone else, there's plenty more to fill your seat

Fattes · 17-10-2016 12:10PM

Locker10a wrote: »

Some people have a very precious attitude here ! If you don't like it fly someone else, there's plenty more to fill your seat

Well there is not, EI rely heavily on Irish, UK and US markets, Two of those markets have plenty of alternatives, and EI core market Irish customers, is limited to approx 4.5 million

looksee · 17-10-2016 12:24PM

I flew DUB/JFK last week and as I posted elsewhere on this forum, I had an issue with seating.

However apart from that I do not recognise any of the other issues. We were served a complimentary soft drink/water and snack shortly after take off. Later served dinner, which, while it was airplane food, was acceptable. Coffee/tea shortly afterwards. Before landing served a muffin and a drink.

The only 'selling' was the announcement that complimentary drinks were coming round and if you wanted alcohol you had to buy it.

I do agree that some people are taking the p with suitcases in the cabins. There seems to be an unannounced policy that if your cabin bag is too big they will put it in the hold free. I certainly saw bags being taken on board that were way too big. You are supposed to be able to put your bag in the overhead locker yourself. That is not a problem for me as I am tall, but I saw one smallish woman with a bag she could not even lift, much less put in the locker, and when someone helped her it was way too big for the locker.

Tenger · 17-10-2016 12:39PM

CaptainSkidmark wrote: »

And when you are on a short hitch between Cork and Heathrow and your being asked do you want to buy tea, news papers, sky shopping and heathrow express tickets it certainly does feel like you are being molested by sales people!

I manage to ignore those announcements with headphones and/or sleeping on flights, regardless of the airline Im on.
And Im 100% sure EI dont sell LHR Express tickets onboard.....maybe thats only out of Cork?

Locker10a · 17-10-2016 12:40PM

Fattes wrote: »

Locker10a wrote: »

Some people have a very precious attitude here ! If you don't like it fly someone else, there's plenty more to fill your seat

Well there is not, EI rely heavily on Irish, UK and US markets, Two of those markets have plenty of alternatives, and EI core market Irish customers, is limited to approx 4.5 million

My point is there are obviously enough people like myself who are happy EI customers and will continue to return,
You see we realise that flying EI is no different than other European airlines, and in certain cases is nicer/more convieient !
The complaints here could be applied to any airline, they are a reality of flying a profitably and successful airline in 2016!
Free bags and alcohol on short flights won't last! Just look at BA!
There are always improvements to be made, that's for sure, and if I were in charge yes, there are certain changes I'd make but EI aren't any worse than their main competitors, and in many cases are probably more efficient/profitable

faceman · 17-10-2016 01:05PM

I don't necessarily agree with some of the comments here about the inflight service. I find it no better or worse than any other airline, bar paying for it. (With the exception of the inflight meal in Ta flights)

I've never had an issue with choice although I usually pre-purchase the premium meal. This option is actually really great although he price they charge now for it has eroding its value.

That being said there is something lovely about flying Cityjet or BA short haul and receiving a complimentary snack and drink.

The one think I do have a chip on my shoulder about with EI is the gold circle and "soon" to be Aer Club. I was misled about the scheme and having existing GC points converted to aer club points. I've lost both my GC status (they wouldn't allow me trade points for membership after having 4 TA flights last year where there were no points allowed) and I've lost my 4,200 points too. Had I know this would happen I would have exchanged the points for BT vouchers.

My loyalty for EI weaned as a result. I'm flying BA this week (I've lots of avoid points) and Ryanair later in the month short haul. In the past I would have usually just used EI.

Locker10a · 17-10-2016 01:34PM

faceman wrote: »

I don't necessarily agree with some of the comments here about the inflight service. I find it no better or worse than any other airline, bar paying for it. (With the exception of the inflight meal in Ta flights)

I've never had an issue with choice although I usually pre-purchase the premium meal. This option is actually really great although he price they charge now for it has eroding its value.

That being said there is something lovely about flying Cityjet or BA short haul and receiving a complimentary snack and drink.

The one think I do have a chip on my shoulder about with EI is the gold circle and "soon" to be Aer Club. I was misled about the scheme and having existing GC points converted to aer club points. I've lost both my GC status (they wouldn't allow me trade points for membership after having 4 TA flights last year where there were no points allowed) and I've lost my 4,200 points too. Had I know this would happen I would have exchanged the points for BT vouchers.

My loyalty for EI weaned as a result. I'm flying BA this week (I've lots of avoid points) and Ryanair later in the month short haul. In the past I would have usually just used EI.

The sooner EI become aligned with the Avios system the better! Lets hope its this year

roundymac · 17-10-2016 03:01PM

Tenger wrote: »

I manage to ignore those announcements with headphones and/or sleeping on flights, regardless of the airline Im on.
And Im 100% sure EI dont sell LHR Express tickets onboard.....maybe thats only out of Cork?

Never heard them selling tickets out of Cork and I'm from Cork in case you had'nt noticed.:D

munchkin_utd · 17-10-2016 03:38PM

the one thing that I find very shabby about travelling with aer lingus is the state of the magazine which they have in the seat pocket.

Grand, it isnt a core part of your journey, but as something which forms your impression of the airline, a battered magazine which is often the first thing you reach for when boarding (and if not you go for it soon after to see what grub options there is), it doesnt leave you with a feeling that youre travelling with an airline that is on top of their game.

looksee · 17-10-2016 03:49PM

munchkin_utd wrote: »

the one thing that I find very shabby about travelling with aer lingus is the state of the magazine which they have in the seat pocket.

Grand, it isnt a core part of your journey, but as something which forms your impression of the airline, a battered magazine which is often the first thing you reach for when boarding (and if not you go for it soon after to see what grub options there is), it doesnt leave you with a feeling that youre travelling with an airline that is on top of their game.

Have to agree with this!

razorblunt · 17-10-2016 03:50PM

I flew Trans-Atlantic a few weeks back and I have no real complaints with the service. Slightly better on the return leg but it was a quieter flight and when I asked for a soft drink she gave me 2 as "they're small".

It was a newer aircraft on the way over and I felt the legroom was smaller than usual. Left my check in too late for the return and was sat in a row of 4, luckily myself and another passenger were the only 2 in the row so we were able to spread across. There seemed to be more room on that flight anyway.

joeysoap · 17-10-2016 04:09PM

I travelled with Aer Lingus, Ryanair and EasyJet in the past 12 months. Ryanair are fine, but the hard sell is continuous from boarding to landing. Aircraft was new and the overhead lockers now hold a lot more. 2 hours late leaving Dublin, lots of emails apologising but that was it. EasyJet out of Belfast were fine, staff appeared to all from Norn Iron, lots of selling, lots of 'someone ' won €10,000 in this flight last week, which was amazing as I heard that the previous flight over a year earlier. Much more drink sold on board too, they ran out of beer after an hour. Aer Lingus was fine too, staff are definitely more relaxed than the other airlines about selling and in general are more easy going. Which suits me. Sandwiches are slightly better quality then the other two (but I prefer the tea on RY). EJ are extremely strict on one bag per person, and this includes ladies make up bags and laptops/iPads - they must fit in your bag. Ryanair and EJ have taken cases off me at the gate, Aer Lingus never have. Aer Lingus check in your cabin bag free is you ask them (proper check in, receipt sticker and you can carry liquids this way without paying for a full bag. I agree AL seem to have the most hassle boarding but I think this down to a badly designed T2. My preference AL, EJ and RY for staff, RY EJ and AL for punctuality, AL RY and EJ for comfort . Overall Aer Lingus shade it.

devnull · 17-10-2016 04:29PM

To be honest in general I find Aer Lingus staff ok - however they are not as well drilled as Ryanair in my experience in a lot of cases and are more likely to make slight deviations and work less strictly to rule. This can have benefits and drawbacks, but I often feel like Aer Lingus staff are showing more discretion and feel they have freedom to do what they want more than those who work with Ryanair. This sometimes works in the customers favour but sometimes it means that they are not as 100% serious about doing everything 100% correctly.

Unfortunately there still are people in the company who view customers as a unwanted distraction from having a chat with each other on the flgiht. On 3 out of 4 of my last flights I have had issues with staff who are simply not interested in helping customers and instead have been too busy discussing their own internal politics behind a curtain. Honestly on all airlines where I have seen the curtain on short haul, it has been abused in this way as a way to "cut themselves off" from the passengers.

In one situation I rang the call bell to ask for another drink like they asked to and they flat out ignored. I rang it again 5 minutes later and again 5 minutes after that and nobody batted an eyelid, same for a few other rows which had the call bell light on, after 15 minutes of being ignored because I was coughing over and over I went down to a crew member and asked for a drink. I was told that they were entitled to a break and they would get me one in 5 minutes and they never came back to me.

I have also seen junior members of the crew who are doing an excellent customer service job and doing everything by the book being laid into by a senior person who is too busy chatting to another member of crew and has their focus elsewhere. "That's not our job as per union, we're not paid enough." which is incredibly frustrating to witness someone who actually tries to help people out and going the extra mile to be talked down by someone who is trying to hold back progress.

However my last flight with Aer Lingus was really excellent and they did everything right and were very professional and everything worked smoothly. Unfortunately I've noticed that the crews which are led by the older generation of Aer Lingus staff have a far worse attitude and constantly are obsessed by unions and suchlike than the younger ones who are eager to help the customers rather than trying to find an excuse not to help.

I do feel however AL service has generally improved over the years, but still there are a few hangers on there who simply only care about themselves and the two worst experiences I've had on about 100 flights in the last 10 years are on AL.