Complaints

• Initial Complaint

  01/20/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Internal On 8/12/2024 I purchased itinerary 2DGXUW from *********** via Chase ****** trip ID ******** from 11/9/24 to 1/22/24. The second segment of the Trip ****CDG is scheduled for 1/22/25. However, on 12/13/24 I called Chase ****** ***************) and they advised that if I didn't use the last segment, Aer Lingus advised them that I could get a travel credit for the unused part of the ticket $942.00 and I should call Chase ****** back before 1/22 to claim the travel credit.On 1/20/25 I called Chase ****** to claim the travel credit and they now say that the Aer Lingus says that I can't get a flight credit on partially used tickets (which is not stated anywhere on their website travel credits terms and conditions). I went ahead and I planned my life around the information I was given on 12/13/24 by Aer Lingus and Chase ******, I was told that I was not going to lose those $942.00, now 5 weeks have passed and I am now unable to make that trip on 1/22/25, and I shouldn't be at a loss because the Aer Lingus and ************ provide me with allegedly erroneous information. At this time I would like them to provide me with the travel credit for EI104 (1/22) and EI520 (1/23) flights that I did not used.

  Business response

  02/13/2025

  My name is ******, and I am in receipt of your complaint with the Better Business Bureau.  I welcome the opportunity to respond to your query with regard to your voucher request.  Due to data protection, I will be responding to you directly with regard to your claim within the next 24 hours and appreciate your continued patience while I review your claim.  

  Customer response

  02/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* *******
  
  
  
   
  
  

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I flew on Aer Lingus (connecting from ***************) to *****, ***** on October 6. My bag was lost in transit, and despite having an Apple Air Tag showing exactly where the bag was located, my luggage never arrived in *****. I was told it was being shipped to my home. When I arrived home from my trip, the luggage was badly damaged, including a broken handle, broken sideboard, broken wheels, etc. I filed two claims with Aer Lingus. The first was upon arrival in ***** with no bag, the second was 36 hours after I arrived home to report the bag damaged. Aer Lingus compensated me a fraction of my clothing replacement costs, and they did not follow their own stated policy on reimbursement according to their website terms, and they declined my bag claim saying I didn't file it within 7 days of arriving home, even though I filed it within 36 hours, even providing photographs. I cannot reach anyone in their customer service department who will help. They keep telling me someone will respond. When I try to chat in, it says someone will be with me, and then it closes the chat without connecting me to anyone. I can't reach a single human being who will help.Not only was I without my clothing in ***** for 12 days, I also only had one week worth of medication in my carryon. I had to have a doctor visit in ***** and buy additional medication because the second week of meds was in my luggage.The fact that they won't respond to my claims seems like a consumer protection issue, and the fact that they denied a claim for untimely filing when it was filed quite rapidly is just wrong. They should reimburse me for the underwear, socks, shirts, jeans, new suitcase, medications, and doctor visit I had while I was there, and they should replace the $350 suitcase they damaged.

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought an expensive ticket on this airline and options to manage the booking online do not exist. I'm told I have to call. I've spent hours on hold and have been unable to reach anyone. It just says the wait time is between 12 and 14 minutes indefinitely. The chat option recommended on the website does not work. ******** messenger also gets no response. I cannot take this flight if I'm not able to manage my booking and there's seemingly no way to do that. I need to speak to someone or in the alternative, be issued a refund. Another thing that can't be done on the website.

  Customer response

  02/03/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Aer Lingus regarding complaint ID ********.
  
  Sincerely,
  
  **** ******
  

• Initial Complaint

  12/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This is my message to Aer Lingus:I am responding as this case has been reopened by customer service. Please refund me in cash the amount of $494.97 USD, which I was forced to pay for a flight home as a result of Aer Lingus operations. This situation was not a result of an extraordinary circumstance beyond the control of Aer Lingus. It was a result of Aer Lingus deciding to prioritize other flights. That decision caused me to miss my connecting flight home for the SECOND DAY IN A ROW. I can show proof that this was not weather related because the rescheduled flight was delayed on the tarmac for over 3 hours despite other flights arriving in ****** that morning.The original flight was EI483 on Oct 20, rerouted to ******* due to weather. The rescheduled flight to ****** was EI493 on Oct 21, called for a 0930 departure but did not depart until well after 1300. This put us into ****** after all the connecting flight to the US had departed. My original connecting flight to the ** was EI053 on Oct 20. I missed that flight due to weather on EI483. Fair enough. But I missed the connecting flight the following day due to Aer Lingus holding flight EI493 in ******* until it was too late to make the connection. This is not weather related, but an operational decision by Aer Lingus to prioritize other flights, and therefore I am asking for a refund.After spending a SECOND night waiting for a flight, I was able to get on flight EI123 on Oct 22. However, by then I was forced to purchase a new connecting flight to get home, as my connecting flight was missed by 2 days. This was flight UA1084, for which I have submitted a receipt. I want to be reimbursed the $494.97 USD for this flight please. I did miss an entire day of work due to the delay of EI493, which was not weather related. I estimate my loss form this at approximately $1,000. If forced to escalate this matter to small claims court in the **, I will be adding this and other charges to my suit. Thank you

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This airline is horrible!!! Flight Attendants rude, had to pay for water and sodas and snacks. TV on seat was not working. Then they lost my bag. I ***orted it lost with *** at baggage claim bc my bag was not the only one lost. He said they did not have a record of me checking a bag. Worst Airline ever! The tall kid I was seated next to in row 32 from DUB-MCO made me swap seats with him so he could be next to his family. The entire flight his leg kept leaning into me. Besides the kids on board, I could not sleep. Mind you I am part of a flight crew and I just flew in from *****. The seating on the A/C is on top of each other and there is no leg room. The *** had more leg room. The inflight entertainment was poor and my seat did not recline back. When I was finally offered a beverage 3hrs into flight it was a pee size paper cup of water. How insulting. Also the **'s made an announcement that alcohol was not available on this flight. Then a meal was offered 5hrs later with an even smaller portion of water. Again insulting. The tall kid next to me spilt his icecream on me. He was picking his nose and his teeth the entire flight, which is another reason I could not sleep. Then on landing got a nose bleed. Then we landed at 1804L and it took 3hrs for us to find out our bags did not make it. I was travelling with another crewmember whos bag was also lost. The agent that was paged was very rude and did not know anything about anything. Said we had to file a ***ort online and we would get a confirmation email. Which we still have not received. There needs to be a gate agent assisting the deplaning and an agent that is knowledgeable about the flight and the airline and the bags to assist. We should not have had to wait 3hrs. During descent there were storms into *** and the FA's made an announcement that said to put the pillows and blankets behind you so they dont fly everywhere during turbulence. Also said to keep in mind the exit

  Customer response

  11/20/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Aer Lingus regarding complaint ID ********.
  
  Sincerely,
  
  ******* *
  

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We booked an Aer Lingus Flight to ****************** for our honey moon over a year ago now. (Booking # **WF5B) The scotland flight was booked thru Aer Lingus but booked on ****************. The **************** flight was delayed for over a certain time over a day. We filed The Air Passengers Rights Regulation 2004 (Regulation (EC) No ********) ** regulation ******** for refund with ****************. **************** approved the refund claim in the amount of $1,200.00 ** and claimed they issued the payment to our bank. I have confirmed with our bank that the payment has not been made. Again this has been over a year now of us trying to contact **************** and Aer Lingus to get our refund. Aer Lingus Cliam Case number is (********) and *********************** case number is (********)... We would like BBB assistance in getting our refund for us as we have tried calling and emailing multiple times and we are not getting any responses back from either airlines. We have email documentation with proof of conversation with ****************.

  Customer response

  11/21/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Aer Lingus regarding complaint ID ********.
  At this time, I have not been contacted by ************ regarding complaint ID ********.

  Emerald Airs has approved of the refund but has not issued the refund payment to us to date. It has been over a year and half now with no updates from either airline or help in resolving this matter. 

  
  Sincerely,
  
  ******** *****

  
  

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our return trip to *******, ** was diverted to *******, ** and we were given no communication despite calling and verifying that we would be updated about next steps via phone/text/email. We had to rely on the few passengers receiving text communications to know what hotel to go to and what the potential solution may be. We were never told what the issue was and every phone call was another conversation with a person who didn't know what to do.I have called many times after the issue to try and get reimbursement/refund/compensation but each time they give a run around - they lost our booking number and need to create new ones, our claim ID is gone and new one needs to be created, the claim is in the old system and only select people who come at odd times during the day have access and my favorite "We are working on it."I have sent a large explanation with all supporting documents under Claim ********. The entire return trip was a disaster and the other passengers ultimately told us the next afternoon that the plan was to put us on a 10-hour bus ride. We originally booked this direct flight to get home as quickly as possible because our son has digestive complications with specific dietary needs and he is usually vomiting and having diarrhea.When asking what we should do, the representative indicated just file a claim with all the receipts. As a result, we booked a flight back home because there was no way could go on a bus with our son's health complications. No one at Aer Lingus can help. They don't know why the flight was diverted, why they didn't put us back on the flight the next day, why they weren't sending any of the 4 passengers in our party communication, what would be reimbursed, etc. It's been about 2 months now and that's why I'm reaching out for help from BBB. Since they have changed the booking several times, I have provided the latest reference numbers given. Please help us.

  Customer response

  11/18/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Aer Lingus regarding complaint ID ********.
  
  Sincerely,
  
  **** *******
  

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On August 17, I was on a flight from ********* to ****** then connecting to ***********. The flight from ********* was delayed about 2 hours. As a result, I was unable to make my flight to **. There was no other flight that day to LA so I was forced to to stay overnight in ******. As there were multiple events in ****** that day, it took 3 hours to find me a room. It was in ******** about 40 minutes outside ******. There were no hotels in ******. It was the Aer Lingus staff that found me the hotel.I was assured that since this was the fault of Aer Lingus, they were responsible for paying for my hotel & the travel to get to it. For 2 months, I have been trying to get my expenses reimbursed. I submitted all my receipts.They came back & asked for more detail on the taxi receipts. I resubmitted. When I called 3 weeks ago, they told me the case was closed but no one knew why or how. The person said they were reopening the case. When I called again yesterday almost a month later, it had not been reopened. Again, I was told they were reopening it. They are responsible for reimbursing me. I do not know how to get them to do this. I get a complete run-around.The recipts I am attaching are in euros.

  Customer response

  11/20/2024

  At this time, I have been contacted directly by Aer Lingus regarding complaint ID ********, however my complaint has NOT been resolved because:

   

  I am writing in regard to the case #********.
  
  Aer Lingus has told me the case was resolved, but every time, I call the story/timing of the refund owed me changes. About 12 days ago, I received an email stating that I was owed $626 and it would be sent to my financial institution. When I called to ask what institution since they did not know my bank information, I was told that I would receive another email requesting that info. No email arrived. I called again. This time I was told it was going to ****** which was odd since I had not given them that info. They said to check by Nov. 18 by which time the money would be in my account. I did. No refund. I called again yesterday, and they said it was going to my credit card and to give it 5-10 days. Today I received another email saying there was a delay. 
  
  This has been going on for 3 months. I am writing because I am afraid they will tell you it has been resolved but they are NOT refunding the money. I think you have the details of the complaint, but I am happy to speak with you if need be. I have spent hours dealing with this. It's an enormous waste of my time, but I refuse to let them not refund me for charges I incurred because their flight was delayed and as a result, I missed my flight home.
  
  Thank you for your help.
  
  Best Regards,
  ***** *********
  ************
  
  
  

• Initial Complaint

  10/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I flew down on Aer Lingus on Sun Sept 22nd from ******* to ******. I was scheduled to return on Oct 1st. While on vacation, I fell and broke both of my legs and was hospitalized, requiring surgery. I attempted to speak with staff about being refunded for my flight home as I was not able to fly. I was told to get a letter from the hospital and submit that and it would be funded. I have submitted the letter confirming I was not able to fly on Oct 1st and after submitting it, was informed my request was denied. This is also after booking a return flight home on Aer Lingus, first class and just hours before my flight, I received an email saying that I was not able to fly on Aer Lingus as I was not able to bend my knee. This has been a complete nightmare all around. EVERYONE I have spoke with regarding this interaction is in complete shock as they know many people who have flown not being able to bend their knee as well as *** regulations do not require you to have to do that. I am asking that my fight home be reimbursed as I have provided necessary medical documentation confirming I was not able to fly.

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 09/05/2024, my flight from *** to DUB with a scheduled departure time of 20:05 was cancelled. On 09/05/2024 at 22:11, I received communication from Aer Lingus stating the flight was delayed and then cancelled due to "technical issues". On 09/05/2024 at 22:27, I was informed by Aer Lingus that I was rescheduled to a flight departing from *** to DUB on 09/06/2024 at 20:05. On 09/06/2024 at 06:42, I received communication from Aer Lingus stating this flight was also cancelled due to ongoing technical issues. I filed a compensation request for the 09/05/2024 flight cancellation from *** to DUB. On 09/25/2024, I received communication from Aer Lingus stating that I am not eligible for compensation because the flight was cancelled to "adverse weather". This latest information contradicts previous messaging from Aer Lingus. On 09/25/2024, I submitted a complaint form with the attached document. As of 10/08/2024, I have not heard back from them. I am requesting that this is rectified and I am compensated **R 600 for each flight cancellation as per ** Regulation 261/2004.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩