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Irish Times
2 days ago
- Business
- Irish Times
‘The worst customer service experience of my life': Tales of Aer Lingus travel trouble
It being the height of summer, it is hardly surprising that 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.'
Irish Times
2 days ago
- Business
- Irish Times
‘On your bike': Aer Lingus treatment of reader with young family ‘does the airline's own staff a huge disservice too'
It being the height of summer, it is hardly surprising that 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.'
The Irish Sun
18-06-2025
- Business
- The Irish Sun
Aer Lingus launches new winter cities sale during heatwave with cheap Christmas market spots from €31
AER Lingus has launched a major winter sale with flights to top Christmas market spots from €31. The Irish airline has slashed flights to a number of destinations across 1 Passengers can book their Christmas market flights early Credit: PA:Press Association Passengers can travel to top spots including Frankfurt, Hamburg, Dusseldorf, Amsterdam, Paris, Barcelona, Madrid, Zurich, Geneva and Milan from €31.20. The valid travel period is from October 1 to April 30. Aer Lingus said: "With a multitude of destinations waiting to be explored, there's lots to look forward to across Europe!" "Check out our incredible European city break offers – fly from only €35.99." READ MORE IN TRAVEL And Aer Lingus has issued a major warning to a number of their loyal customers who may be The Irish airline is reminding its three million AerClub members to check their account balances. So far this year, AerClub members saved over €3million using Avios to book flights with They can also use their Avios to save money on upgrades, hotels and other travel experiences. Most read in News Travel Avios is the reward currency of AerClub and can be collected when members fly with Aer Lingus and partner airlines, as well as when they shop with affiliated retailers including Deliveroo, Brown Thomas, ASOS, I'm an Aer Lingus flight attendant - here's a look at our newest flight direct to US destination from Dublin AerClub members can also collect Avios seamlessly by linking their Whether you're grabbing a coffee at Jump Juice, hopping on an Aircoach, or bagging some holiday essentials at Lifestyle Sports or Skechers, you'll collect Avios on each purchase, bringing you closer to your next adventure. Aer Lingus Chief Customer Officer, Susanne Carberry said: "At Aer Lingus, we are committed to rewarding our loyal AerClub members in meaningful ways. "All our members can secure discounts through Pay with Avios or redeeming Reward Flights, allowing them to use their Avios to maximise their benefits and make every journey more rewarding. "From booking flights and upgrading to Business Class to unlocking unique travel extras, we encourage our members to explore the full potential of Avios and turn their travel dreams into reality." TRAVEL HACK Frequent flyers will also love this And it's available at three busy airports this summer. The Irish airline has been offering an evening bag drop perk that is perfect for early morning flyers. With many sunrise flights leaving every day, airport lines can build up quickly. But If you are leaving in the early morning, you can now check in your bag the evening before your flight. This perk works perfect for anyone who lives nearby or is staying close to the airport.
The Irish Sun
08-06-2025
- Business
- The Irish Sun
Thousands of Aer Lingus passengers to avail of ‘rewarding' bonus after special partnership
AER Lingus has announced a new partnership with a popular US-based taxi app. Irish passengers can now collect Avios points on every journey they take using the 2 Aer Lingus announced their partnership with Uber app Credit: Naoise Culhane Photography 2 The partnership allows Aer Club members to collect points on Uber rides in Ireland and the UK Credit: Naoise Culhane Photography Members of the Aer Club will collect 1 Avios for every €1 spent on any trips taken on the Uber app in Ireland and the And for those who link their AerClub and Uber accounts via the Uber app and complete a journey before July 31 will receive a whopping 500 bonus Avios. This can be done by entering their details into the Uber app in the settings section. Once it is set up, Avios will automatically appear in each member's account after every Uber Ride in Ireland and the United Kingdom - it also includes trains, coaches, boats and two-wheels in the UK. READ MORE ON AER LINGUS Avios is the reward currency of And their membership can avail themselves of major perks with the airline, such as fast track, priority boarding and lounge access. Passengers can also have a choice of collecting Avios with the British Airways Club, which can be done by selecting your Earning Partner in the Uber app. With the points collected, members can transform them into an unforgettable Most read in News Travel Members can take a one-way flight from Dublin to The collaboration with Uber guarantees that users may improve their balances on every trip they take with Uber, whether they're catching a flight or returning home after an excursion. 'Sorry Ryanair I'm switching' says passenger after discovering major feature on Aer Lingus flight Compared to last year, the demand for Uber rides has skyrocketed by 175 per cent, demonstrating that more and more individuals opt for convenience when they're on the go. 'SEAMLESS WAY TO COLLECT' Talking about the launch of the new partnership, Chief Customer Officer of Aer Lingus, Susanne Carberry, said: "At Aer Lingus, we're dedicated to making AerClub as rewarding as possible for our 3 million members. "Our new partnership with Uber offers yet another seamless way to collect Avios through everyday spending. "Whether it's a journey to the airport or a convenient trip across town to a meeting, every journey booked through the Uber app earns Avios—bringing members closer to flights, upgrades, and exclusive travel extras." Head of Ireland for Uber, Kieran Harte added: "With this exciting collaboration, we can help users of the Uber app collect Avios with every ride. "Whether you're commuting to work with Uber or exploring a new city, every ride brings you closer to a dream destination with Aer Lingus.' Chief Commercial Officer for IAG Loyalty, Rob McDonald said: 'It's fantastic to be able to expand our existing partnership with Uber, offering AerClub members another way to collect Avios as part of their every day. "This builds on our existing partnership with Uber in the UK, meaning both AerClub and British Airways Club members can now benefit from earning Avios with Uber seamlessly across Ireland and the UK."
The Irish Sun
29-05-2025
- Business
- The Irish Sun
Ryanair launch huge ‘payday' sale with cheap seats to sunshine spots including France & Italy from just €14.99
RYANAIR has launched a big "payday" sale for Irish holidaymakers - with bargain flights from just €14.99. The budget airline has you covered this summer with reduced travel until July 31. Advertisement 5 The airline has European flights on sale from just €14.99 Credit: Splash News 5 Visit Venice for as little as €14.99 with Ryanair this summer Credit: Getty Images - Getty 5 Luxembourg is only a €16.99 flight away But you need to be quick as the offer ends at midnight tonight. There are numerous flights to choose from at Head for a city break from €14.99 as the sale includes flights to multiple UK hotspots. Choose between Glasgow, Cardiff, Cornwall and both London Luton and London Stansted all from only €16.99. Advertisement READ MORE ON TRAVEL Other UK cities such as Liverpool, Manchester and Birmingham are available from €14.99 For the same price, see scenic cities like Edinburgh, Leeds and Newcastle. Fly to Paris France with flights to Beauvais at only €19.99. Advertisement Most read in Travel Taste the famous Belgian cuisine with Dublin flights to Brussels or Charleroi for €14.99. I have a major hack to find the cheapest flights on the Ryanair website – it's a game changer and perfect for budget travellers Get seats to Luxembourg too for only €16.99. From Kerry airport fly to Frankfurt in Germany for only €16.99. Or better yet see the stunning sites of Cologne for €14.99 when you leave from Knock. Advertisement Visit These deals are available from Cork, Shannon, Knock, Kerry or Dublin airports. To avail yourself of these summer sales, book your Ryanair flight before midnight tonight. Choose from peak season dates ranging from now until July 31. Advertisement Meanwhile, The Irish airline is reminding its three million AerClub members to check their account balances. So far this year, AerClub members saved over €3million using Avios to book flights with They can also use their Avios to save money on upgrades, hotels and other travel experiences. Advertisement Avios is the reward currency of AerClub and can be collected when members fly with Aer Lingus and partner airlines, as well as when they shop with affiliated retailers including Deliveroo, Brown Thomas, ASOS, AerClub members can also collect Avios seamlessly by linking their Whether you're grabbing a coffee at Jump Juice, hopping on an Aircoach, or bagging some holiday essentials at Lifestyle Sports or Skechers, you'll collect Avios on each purchase, bringing you closer to your next adventure. Aer Lingus Chief Customer Officer, Susanne Carberry said: "At Aer Lingus, we are committed to rewarding our loyal AerClub members in meaningful ways. Advertisement "All our members can secure discounts through Pay with Avios or redeeming Reward Flights, allowing them to use their Avios to maximise their benefits and make every journey more rewarding. "From booking flights and upgrading to Business Class to unlocking unique travel extras, we encourage our members to explore the full potential of Avios and turn their travel dreams into reality." 5 Fly to Paris, France from just €19.99 5 Flights to Brussels start from €14.99 Advertisement
