‘On your bike': Aer Lingus treatment of reader with young family ‘does the airline's own staff a huge disservice too'
travel
is on the minds of many, although we are not convinced that plans to jet away to sunnier spots or memories of holidays just finished are behind the recent spike in complaints about
Aer Lingus
.
A couple of weeks back
we highlighted
the story of a reader called Cathy
who was left hungry on a transatlantic flight
, having had the temerity to fall asleep ahead of the in-flight meal service.
Aer Lingus did resolve the issue to her satisfaction but her story prompted quite a few other readers to get in touch to share stories of how they had been let down by what was once our national airline. Here are just some of them.
First up is Joanne who admitted her story was going to 'seem like very much a first world problem' but she was prompted to share it because of 'the recent proliferation of Aer Lingus AerClub advertisements enticing new customers to join' and said it was 'driving me a little round the bend when I've been completely shafted by AerClub despite having spent thousands with Aer Lingus through business and personal travel in the last few years'.
READ MORE
Joanne has been a member of the Aer Lingus AerClub loyalty scheme for more than three years and usually chooses Aer Lingus for all her air travel. She has had Silver tier AerClub status since 2023.
[
Would you want to be woken for an in-flight meal of rubbery pasta?
Opens in new window
]
'Before the new Tier Credit period began on April 1st I was tracking my tier credits and planning travel to ensure (as I was so close) that I would fly enough sectors to ensure elevation to Platinum tier, which would unlock more benefits,' she says. 'I flew all the flights needed but noticed that one flight on March 13th was missing and never awarded the credits. Within a week I submitted my first missing credits form.'
She says she is 'not joking' about having called the Aer Lingus AerClub line approximately 20 times since, 'and, as nice as some of the agents are, I can get absolutely no answer or update on when my case will be reviewed.
'It seems forever destined to stay 'in the queue'. After three months with no movement whatsoever I can only assume I've been totally shafted and Aer Lingus have no intention to update my status and award me the credits I'm owed.'
We contacted the airline and in a statement it said Joanne's AerClub tier credits 'were not automatically assigned at the time of booking due to a technical error. However, our customer's AerClub account has now been fully credited, and as a gesture of goodwill, we have extended their Platinum membership status until 2027.'
[
'I am really disappointed in how Aer Lingus treats customers when things go wrong'
Opens in new window
]
The next story is far more serious and comes from a reader who contacted us on behalf of her recently widowed mother who is in her 80s.
A couple of years ago her parents were in Malaga when her mother's sister had a fall and needed surgery. She was told things were not looking good.
Our reader called Aer Lingus and 'spoke to a great chap and he assured me that, although we had to pay for new returns, we could claim this back, if my aunt died, and if we could provide a death certificate'.
The woman did pass away but there was a delay in issuing the death certificate and in the interim our reader's father also died suddenly.
Our reader was left to chase the refund.
In March of this year she mailed Aer Lingus and was told that because her parents had flown home with Aer Lingus from Malaga in September 2023 there was no refund due.
It turns out that while the return flight, which was changed for September 22nd from the original date of September 26th, was paid for in full, the Aer Lingus agent used the same booking reference.
[
An Aer Lingus passenger's 26-hour trek home, and eventual refund
Opens in new window
]
'I've tried to use the refund online service, but as the booking reference shows they did take flights, and no nuance about the flights being paid for separately, their computer says 'no' each time. I've sent an email asking to speak with a person as it needs a light touch and a bit of investigation, but I got the standard reply back: sorry, cannot help you, you flew.'
'Aer Lingus extends its deepest sympathies to the family for their loss and apologise for the delay in resolving their query,' the company said in a statement. 'While Aer Lingus policy requires a government-issued death certificate for bereavement related refunds, given the extenuating circumstances of this case, we are liaising with the family and will accept alternative available documentation to process the refund.'
And finally, there is Marc, who has also been given the runaround by Aer Lingus.
'Last August my wife, our three kids aged four, three and eight months and I flew to France with Aer Lingus for a comping holiday. On arrival at Brest airport we realised Aer Lingus hadn't loaded our bags on to the flight in Dublin,' he begins. 'This happens, but it was particularly challenging for us as travelling with three young kids.'
He repeats that such things happens but says the 'subsequent experience with Aer Lingus, however, was beyond disgraceful'.
He says that after multiple calls to find out where their luggage was and when it might get to them, he was able to establish that they were scheduled to arrive five days later 'on the next direct flight into Brest airport. This is despite multiple flights to nearby airports and even connections via Paris in the intervening days.
'My family's situation didn't matter to them and it was impossible to speak to a direct Aer Lingus employee on this.'
Marc says that in the meantime the had buy food and also clothes for their children in the nearest town 'to get us through the first few days of the trip'.
'I kept receipts for most items but not all, which was my mistake, in hindsight. Once the bags arrived I was advised to raise a 'delayed baggage claim' to get refunded for my costs. I did this immediately. You won't be surprised to hear I only heard back from them last week on this – while on this year's holiday. We flew Ryanair – apart from some delays due to French ACT, so far so good.
'I did send a mail [to Aer Lingus] once a month, asking as to the status of my claim – no response, of course. I doubt a human read it.'
Marc had submitted claims totalling €160 'to cover food, clothing, toiletries and a bike rental to cycle into the town to purchase these items'.
He says he accepts that the last one could be seen as stretching things but, given the circumstances, he figured it was reasonable.
'When I heard back from them last week I was told only €13 was refundable because the other receipts didn't explicitly state they were in euro, even though it was clear they were from a French supermarket, and, in the case of bike rental, were not itemised,' he says.
Marc managed to find a clause in EU legislation that states 'inclusion of currency is not mandatory in French receipts' and he sent the full receipt for the bike rental.
'I received a mail the next morning to state that a 'full and final payment' of €13 had been made. When I responded again I got an automated mail saying the case is now closed and this email won't be read.
'What shocked us is that Aer Lingus positions itself as a family-friendly, national carrier who cares about its customers. The staff at the check-in area in T2 are some of the most courteous and professional people I have met and always go out of their way to help when they see us coming with lots of bags and kids hanging out of us. It has always been a trigger to fly Aer Lingus up to now.
'This experience was the polar opposite of it, and as well as being the worst customer service experience of my life, it does a huge disservice to these people too.'
In response, Aer Lingus said it 'reimburses reasonable expenses such as the purchase of essential items such as clothes or toiletries in the case of delayed baggage, but does not refund cost of meals. We fully understand the inconvenience of delayed baggage, particularly for a family travelling with young children, and have offered [our reader] a gesture of goodwill on this occasion as a valued customer.'
Try Our AI Features
Explore what Daily8 AI can do for you:
Comments
No comments yet...
Related Articles
Irish Times
18 minutes ago
- Irish Times
St Stephen's Green shopping centre plan is shot down by planning appeals board
A €100 million plan to redevelop St Stephen's Green Shopping Centre in Dublin has been turned down by An Coimisiún Pleanála . The refusal overturns a grant of permission owners DTDL Ltd secured from Dublin City Council in December 2023. An Coimisiún Pleanála said the proposed scheme 'lacks a strong sense of original aesthetic and would not achieve a sufficiently high standard of placemaking, urban design and architecture at this key city centre location'. It concluded the scheme would be contrary to a number of policies in the area of high quality architecture, architectural design and brownfield, regeneration sites and large scale development of the Dublin City Development Plan 2022-28. An Coimisiún Pleanála noted these policies 'aim to encourage innovative, high quality urban design and architectural detail in all new development proposals, that positively contribute to the city's built and natural environment and incorporate exemplar standards of high-quality, sustainable and inclusive urban design and architecture befitting the city's environment and heritage'. The planning appeals board concluded that the proposed development would be contrary to the proper planning and sustainable development of the area. The largest component of the new scheme was to be 35,043 sq metres of offices and ancillary spaces. The applicants also increased the level of retail and food and beverage space after the Council expressed concerns. An Coimisiún Pleanála upheld a recommendation by its own inspector in the case to refuse planning permission. However, it said it did not share the view expressed by the inspector that the existing shopping centre represents an exemplar twentieth century building. Opening the door for a future application, the board concluded that replacing the existing facade, including the existing external trellis detailing and dome, would not contravene the city's development plan, subject to an appropriately high quality 'design solution for this key city centre location'. Appeals by An Taisce, shopping centre trader Emmett Rogers and activist Frank had seen the plan come before the appeals board. The An Taisce appeal – jointly signed off by Dublin City Planning Officer, Kevin Duff and Heritage Officer, Ian Lumley – stated that what was predominantly a large office development 'lacks architectural sensitivity towards St Stephen's Green and results in the loss of an impressive naturally lit space'. Mr Rogers, who has been operating the Tribe outlet at the shopping centre since 1992, said if the redevelopment proceeded, 'I see Dublin losing another bit of its unique identity to developers'. Mr McDonald said the proposal was 'simply not good enough and does not qualify as a building of 'exceptional design and outstanding architectural quality' '. The redevelopment plan was first lodged in January 2023. In an architectural design statement, BKD architects said that, since opening in 1988, the centre had faced many difficulties attracting sustainable retailers for reasons including that most unit sizes were too small with units at the upper levels trading poorly and operating only on short-term leases. Planning consultants for the scheme, John Spain & Associates, told Dublin City Council that the existing building 'has become outdated'. It said the proposal sought to enhance a high quality shopping centre and office facility on a centrally located site.
Irish Times
an hour ago
- Irish Times
Tariffs: as new regime kicks in, what does it mean for Europe and for Ireland?
US president Donald Trump 's August 1st tariff deadline has been hanging over the global trading system and Europe's transatlantic trade with the US for months. The deal struck by European Commission President Ursula von der Leyen and US President Donald Trump last weekend puts an end to a lot, but unfortunately not all, of the speculation. Much of the detail has yet to be ironed out and there is still confusion over how certain parts will work in practice. For example, a 'fact sheet' published by the White House seems to suggest the tariffs on pharmaceuticals and semiconductors will be paid by the EU when in fact they will be borne by US businesses and consumers. Is there something in this deal for both sides? READ MORE On paper and despite the positive spin coming from Brussels about 'trade certainty', it's a very a one-sided deal in favour of the US. It imposes, from Friday, a baseline 15 per cent tariff on most EU exports into the US, including approximately €70 billion worth goods exported from Ireland, while committing the bloc to major purchases of US energy and armaments. The EU, for its part, has reduced its tariffs on most US imports, in some cases to zero, giving US exporters much greater access to Europe's 450 million-strong consumer market. This is far cry from the zero-for-zero deal initially offered by Brussels. Based on last year's trade figures, the deal might be expected to net the US government roughly $90 billion in tariff revenue. What will it mean for the Irish economy? For a small, export-led economy that relies heavily on trade with the US, it's undoubtedly a negative. But Government ministers are playing up the fact that it avoids the 30 per cent tariff rate initially threatened by Mr Trump, keeps the trade doors open and avoids a mutually destructive trade war. Critics will say the EU gave in too easily and that it failed, as gatekeeper to the most lucrative consumer market in the world, to wield its economic might. According to one estimate, the tariff deal will knock 0.5 per cent off EU GDP (gross domestic product). What has been the reaction from Irish business? 'Irish exporters and importers will not have to operate under cumbersome and very expensive WTO [World Trade Organisation] rules. However, there will still be changes and increased costs to trade,' the chief executive of the Irish Exporters Association, Simon McKeever, says. Employers' group Ibec says a 15 per cent tariff represents 'a substantial burden for many industries' and has called on Government to consider providing supports to vulnerable businesses similar to those rolled out during Brexit. Does that mean an economic slowdown here? On the basis of a 10 per cent tariff on EU goods exports to the US with an exemption for pharmaceuticals, the Economic and Social Research Institute (ESRI) had forecast the economy here would grow, in modified domestic demand terms, at a slower rate of 2.3 per cent this year, down from 3 per cent previously. Now that the actual deal involves pharma and a higher baseline tariff rate, the slowdown in headline growth is expected to be larger though not enough to trigger a recession. The Government's budgetary numbers, which are also based around a 10 per cent tariff rate, may also have to be scaled back. Does the different tariff rate in Northern Ireland present a problem? The divergence in tariff treatment between the EU and the UK (15 per cent versus 10 per cent) will also create cost differentials and other issues on the island of Ireland, between Northern Ireland and the Republic, particularly in areas like food and drink which will play out in way we perhaps can't see at this stage. Will the deal damage inward investment here? The nightmare scenario for Ireland would be for an Apple or an Intel to up sticks and leave in the face of Trump's protectionist agenda. There's no way of telling how these policies are influencing decision-making in the boardrooms of these companies. Like everyone else, they are probably adopting a wait-and-see approach. The Government will hope that the increased cost of trading with the US (from Ireland) doesn't outweigh the attraction of the Irish economy for US business. What else? Of course, the big question surrounding Trump's protectionist trade agenda is how will it impact the US economy. A major slide in performance there – with tariffs expected to lead to higher prices for US consumers – and the global economy (including Irish exports) could suffer. Trump is already hounding Federal Reserve boss Jay Powell to reduce interest rates to cushion any impact of tariffs but with inflation ticking up, that's unlikely. And, as always, there will be continued uncertainty over whether the US president will stick by this accord or decide that other action is needed.
Irish Times
2 hours ago
- Irish Times
Landlord Marc Godart must wait until September for ruling on taking over Dublin pub licence
Landlord Marc Godart is to learn in September if a city fire officer will sign off on him taking over a Dublin pub's licence. The Luxembourg businessman, now based in Latvia, brought a transfer application to Dublin District Court two weeks ago, but still had to complete some outstanding work and needed the council official's findings. His firm's barrister, Dorothy Collins, updated the court on Wednesday that the case could be further adjourned and it will resume on September 3rd. She had said earlier that the application was in order but was subject to the fire officer's consent and report. READ MORE In past unrelated proceedings at the District Court, firms linked to the businessman have faced multiple legal issues over property lettings in Dublin. In his licensing case, he sought a certificate of transfer of the licence for Cleary's Pub, Sarsfield Road in Inchicore. Inchicore Parkview Residence Limited made the application, and Mr Godart gave evidence on July 16th in his capacity as a director. At the previous hearing of the application, Ms Collins had asked Judge Máire Conneely to hear the evidence and then to defer ruling on the basis that the fire officer had 'requested that there are certain works to be done' and needed to provide a report. The judge heard then that Mr Godart had travelled from abroad and would only be in Dublin for a day. Counsel had said there had been 'a lot of negotiation with the fire officer who has inspected the premises and required certain works to be done'. She added that paperwork had to be completed and the proceedings ought to be postponed to satisfy the council official. Inchicore Parkview Residence Limited's barrister presented the judge with a booklet of documents, including the previous licensee's certificate, an advertisement published in a national newspaper, a certificate of incorporation, and the deed of transfer. The judge heard that the pub licence had expired last year, but an application could still be made for a late certificate of transfer. In evidence, Mr Godart had agreed with Ms Collins that he had been negotiating with the fire officer. He had engaged a consultant to do whatever was necessary to satisfy the official. Asked if he had any experience running a public house, he said he had managed the building for six months. He clarified 'that's correct' when put to him that he did not intend to run the pub, the application was to preserve the licence, and concurred that he had 'a tenant lined up, but they won't take it over unless there is a licence.' Mr Godart said it had been vacant since closing at the beginning of this year. Judge Conneely noted from the company's report that Mr Godart resided in Latvia and that he did not intend to live in the pub itself, which he confirmed while in the witness box.
