Your best and worst customer service experiences [rant & praise]

PaddyGannon wrote: »

Canceled flight and it took 1 day short of 6 months to get anything back from them.

So much for been what they like to think as Ireland's premium Airline they offer a shoddy service at times and little or no customer service.

They canceled a flight I had booked, not for a technical or weather seasons, in fact going by what one of their agents told me she couldn't see a reason. I suspect from what she told me it was because they had little or no bookings. The flight was canceled a couple of months in advance.

I have to say on checking back on my last dozen or so flights with them, they have canceled, rescheduled or been very late on all but one flight. I have to say I am sick of them.

Flight by Aerlingus from Lisbon to Dublin.

Flight held on the tarmac at Lisbon for 90 minutes, without internal aircon etc while waiting on a 'critical passenger'.

Ronan XXXXXXX and his Missus turn up with mad sheepish looks on their face- there is an apology of sorts over the intercom from the pilot- and we take off.

Everyone is swearing blue murder and muttering nasty comments.........

Eventually we taxi in to Dublin- but at the very last possible second- the landing is aborted- and the flight circles for attempt no. 2.

No. 2 attempt- similarly aborted- however, I suspect the wheels did in fact touch the tarmac.

Attempt no. 3- aborted at a higher altitude (well at about 20 feet). No contact to passengers from the cockpit- and everyone is petrified, one flight attendant is actually crying- and some passengers who probably declare themselves as athiest- start a prayer group and try to encourage other passengers to join in.

Nothing at all from the cockpit.

Look out the window 15 minutes later- and we're obviously back over the Irish sea (probably off the coast of Wicklow somewhere).

I get nasty looks from one flight attendant for advising my then fiancé that the flight is burning off fuel- and we'll probably make one final attempt to land in Dublin.

Still nothing from the cockpit.

Another 20 minutes later- pilot comes on over the intercom advising passengers that we will be making one final attempt to land at Dublin- however, it is going to be an emergency landing- please follow the instructions of the cabin crew.

The cabin crew are in bits- but it goes round to brace for landing- as per the card in the front pocket.

Flight touches down, light as a feather- with multiple fire tenders chasing us down the runway and ambulances at the ready.

We wait at the end of the runway for 20 minutes- before a set of steps arrives- and buses to bring us back to the terminal.

Our celebrity passenger is green in the face.

No comment or explanation from the cockpit.

Flight landed approx 3 hours late- my inlaws were supposed to be collecting us- but had gone home again- as there was no indication what was happening with the flight.

Multiple e-mails, and 1 registered letter seeking an explanation after the flight- no explanation whatsoever received.

I'd have chased it further- only my mother-in-law had a serious stroke the following day.

A year later- brought it up with ground-crew- and was told 'we're not to discuss the operational issues that occurred that day'.

Only continue to use them- because the abuse I've gotten from Ryanair- involving flights that never turn up- despite having passed through security and being stuck airside for 48 hours (in Carcassone) pales in comparison to the abuse I've gotten from Aerlingus.

Passengers, are treated as inconvenient and best ignored.