Aer Lingus Customer Service Issues

Hello, I was originally scheduled on flight 2IUBPJ from LAX to DUB on August 3rd with a non-stop option. Unfortunately, I received notifications that the flight was canceled. I have been rebooked on BA [redacted] departing today at 9:25 to LHR, with a connection to DUB on Aer Lingus. My upgraded seats and SMART package seem to be affected as I can't check in or receive a seat number now. I'm wondering about a refund for the $69 upgrade fee per person each way and the validity of my $[redacted] travel insurance after the carrier change. I believe I will need to check in at the British Airways desk at LAX. I hope my return flights remain unchanged since I will only have access to phone and email via hotel Wi-Fi. In case I need to request a reimbursement for the seat upgrade from LAX to DUB, please advise if I need to fill out a form. Thank you, J.Q.

I am reaching out regarding a group booking made by festival manager A.K. for 6 Irish musicians traveling from Dublin to Berlin tomorrow. Unfortunately, 3 passengers, who are brothers, are dealing with a family emergency due to the loss of their mother. To proceed, we need to replace these 3 brothers with 5 replacement musicians for the event. Additionally, it is necessary to cancel the flight for the sixth passenger. Despite multiple attempts to communicate with Aer Lingus and clarify the changes, we have not received confirmation of the adjustments. The language barrier with the call center agents has made it challenging to ensure the correct information is recorded for the new passengers. Any assistance in resolving this matter promptly would be greatly appreciated to ensure the show can go on as planned tomorrow.

I am seeking information regarding my refund due to the delay of an Aer Lingus flight. I missed my connecting flight as a result of the delay and despite my efforts over a period of approximately six hours at Manchester airport, Aer Lingus declined to accommodate me on another flight. Consequently, I had to purchase a new flight independently which led to complications with my return flight with Etihad as I was marked as a no show. I was then required to purchase an additional flight for my return journey. The original ticket I had purchased became unusable, and I incurred additional costs due to Aer Lingus's delay and subsequent failure to assist me in rebooking my flight.

I've spent over twelve hours waiting for a connection. My wife and I fell ill just before our planned trip to Shannon, Ireland scheduled to depart on August 12th. We bought three seats approximately six months ago at a cost of around $[redacted]. We've filed a case and requested a voucher to recover our expenses. We provided medical proof and were told we could rebook at a later date. My wife managed to rebook without extra charges, but when I tried two days later for a flight on August 15th, I was informed of an additional $[redacted] cost for a change and fare difference. I checked online fares for August 17th at $[redacted]. I paid over a thousand already. Dealing with customer service is a long process, and the language barrier makes it even more challenging. We are simply looking for vouchers for the remaining two flights. Case number: 2gsnj2. Email at [redacted]

Dear Members of the Forum, I need your urgent assistance regarding my daughter's lost luggage situation. During her flight from Hamburg to Dublin on August 4th, [redacted] with Aer Lingus AI [redacted], her carry-on baggage did not make it to her connecting flight to Calgary with WestJet WS5. It is a Samsonite X-PRESSION UPRIGHT 55/20 EXP BLACK trolley case with specific features. The baggage tag number is: EI794181. The suitcase contains essential items, and she needs it urgently. My daughter is currently in Vancouver and faced challenges contacting the airline due to high phone costs. A suggestion for email contact on the website would be beneficial. She has been trying to reach them since August 5th. Immediate assistance to locate and return the suitcase to Hamburg would be greatly appreciated. Thank you for your prompt attention to this matter.

Dear Aer Lingus, My name is Thiago Camponogara, and I flew with you on July 28, [redacted], to go to Ireland and on August 21 to return to Italy. Overall, I enjoyed the trip but encountered two unfortunate incidents. On the outbound flight, I checked in a 20kg suitcase and a carry-on trolley. Upon arrival in Ireland, I noticed that the trolley was broken. On August 21, to avoid risks, I only checked in the large suitcase, and upon arrival in Italy, I saw that this one was also damaged near the wheels. I would like to know what steps I should take to receive compensation since both suitcases were damaged during the journey. Looking forward to your response. Thiago Camponogara

Last year, my flight was canceled due to COVID, and I received an AIR Lingus voucher. However, the voucher was issued in US dollars even though I paid for the tickets in Canadian dollars. When I contacted customer service, I was initially informed that I could use the voucher for a future flight. Recently, when I tried to book a new flight using the voucher, I was told that I couldn't use it as it's in US currency. After speaking with a supervisor, I was instructed to purchase new tickets and provide the booking number so that the voucher could be refunded to me. I went ahead and bought new flight tickets for CAN $[redacted], trusting that I would receive a refund for the voucher promptly. Despite assurances from customer support over six calls that the refund was being processed, I have yet to receive my money back.

I attempted to manage our booking on the Aer Lingus website to pay for our hand luggage. I have a voucher for €59.84, and the luggage cost is €59.92. I tried to pay the remaining 8 cents three times with my Visa and twice with my debit card but was unsuccessful. After numerous calls and emails, customer service couldn't process the payment due to vouchers not being handled by them. They provided the wrong email address for further assistance. If I wait until the flight day to make changes at the airport, vouchers are not accepted. I need a phone number to call and make the payment using my voucher and credit card to modify the booking. I have confirmed with my bank that they are not blocking the payment. Thank you for your support. Best, S. McDermott

Hello, my name is Luciano B. R. from Chile. On September 6, I had a flight from Dublin to London where I lost my luggage. I didn't make it to London, so I had to return to my country without it. I urgently need my luggage now. My reference number is AHL LHREI25561, and the luggage number is EI [redacted]. If you have any information that can assist me, please share it with me. I am extremely anxious and require my luggage as soon as possible. Thank you very much.

In May [redacted], I had plans to travel to Ireland which got disrupted due to the pandemic. I chose a voucher since I've used this airline multiple times before and understood their financial situation. Recently, I used the voucher on Flight EI525 on Monday, September 5th, but the flight was delayed by 2 hours. The staff was friendly on this flight, unlike my experience on Flight EI528 on Friday, September 9th. I faced an unfortunate incident with a supervisor who took my handbag abruptly, preventing me from accessing my medication and earphones. The language barrier worsened the situation as I am French and not fluent in English. This behavior from the supervisor and another hostess was highly inappropriate. Despite being a frequent flyer with Aer Lingus for five times, this experience has left me deeply disappointed. It was disheartening to see two passengers in row 1 get special treatment with two bottles of wine each while I was offered a choice between two small chocolate bars only. I am 72 years old and the lack of respect towards the elderly was distressing. Sincerely, Marie-José Decaluwé.

I flew with "Air Lingus" from London to Belfast on September 4th. Despite paying for a 22 kg luggage allowance, my bag was lost during the journey. The incident occurred on flight "EI [redacted]" from London LHR to Belfast BHD. I reported the missing luggage at the airport and received a Reference number "BHDEI18440" to track the claim. However, when I tried to check the status on the website, it showed an error. I have been without my belongings since September 4th, and it is now September 11th. I am eager to locate my luggage as it contains valuable items. Please assist me in tracking the whereabouts of my bag and resolving this matter promptly.

Yesterday, my return flight from Dublin to SFO (EI60) was delayed by 3 hours, leading to a total delay of 3.5 hours when waiting for our baggage in Dublin. Despite two announcements stating the bags would arrive in 10 minutes, it took much longer, and staff provided misleading information. Upon seeking a manager, I was told none were available, and the staff member avoided addressing the issue. Furthermore, I discovered that 3 out of 4 toilets in the restroom were out of order. As a frequent flyer with Aer Lingus, I am disappointed in the decline in service standards. I am requesting a partial refund of €[redacted].00 for the poor handling of the situation. If this cannot be resolved, I will consider taking legal action.

Subject: Aer Lingus Flight Disruption and Insurance Claim Dear Customer Service, I want to report my challenging experience with Aer Lingus Flight Nr. EI698 from Dublin to Düsseldorf on September 10th, [redacted]. Upon arrival at Dublin Airport, the chaos caused by a computer crash left passengers stranded without assistance. The Aer Lingus desk was unattended, forcing me to find alternative accommodation at the Beresford Hotel for €[redacted].20. After unsuccessfully trying to rebook my flight online and enduring further chaos the next day, I managed to secure a different flight with Ryanair to Brussels for €[redacted].89. Additional expenses included a taxi to the hotel for €30.40 and a bus back to the airport for €8.00. The total costs incurred amount to €[redacted].49, and I have all receipts available for verification. I am reaching out to file an insurance claim for these unforeseen expenses. Your prompt attention to this matter would be greatly appreciated. Best regards, R. Schmitz Straeterstr. 25 [redacted] Aachen Germany

I am concerned about my brother, Bill Cline, who is flying from Heathrow to Shannon on Sep 12-13. He has a hearing impairment and anxiety issues and doesn't carry a cell phone. His brother, Chris Cline, was moved to a later flight and may miss the connection. I would like to inform Bill to go to Shannon as planned and wait for Chris there, even if he is delayed. If you could provide the updated arrival and departure information or assist with communication at the boarding desk, I would greatly appreciate it. Thank you for any help you can provide.

I flew from Kozhikode to Belfast on September 13 and arrived the next day. It's been ten days since my journey, and my two checked bags haven't reached me yet. I reported the issue on the 14th and received two incorrect bags three days ago. Living without my belongings in a new city is tough, forcing me to rebuy essential items, disrupting my budget. This situation is unjust, and I urge you to understand my predicament and promptly return my luggage. Despite the tracking site displaying "delivery initiated" for the past three days, my bags are still missing. It's becoming increasingly difficult to wait. I implore you to take immediate action and expedite the delivery of my bags. I've tried contacting you via calls and chats with no response. Kindly acknowledge my attempts to reach out.

Dear Customer Service, During our recent flight with your airline, Emma and Christina Scheil encountered several issues that led to a negative experience. Problems started with the online check-in failure, forcing them to complete the process at the airport in Hamburg. Subsequently, a delay departing from Hamburg to Dublin caused further inconvenience. Upon arrival in Dublin and seeking assistance for their connecting flight to Newark, they faced challenges due to understaffing and missed their flight despite having an hour before departure. The subsequent reroute to JFK instead of Newark resulted in additional expenses due to a missed Uber reservation. These issues continued with delays and concerns on the return flight from Newark to their fear of missing a connecting flight. Despite the airlines' Covid-19 policy, they noted passengers displaying symptoms and have now tested positive themselves. Sincerely, Emma and Christina Scheil

My daughter lost her iPhone on an Aer Lingus flight last Sunday. She immediately informed the airline, but the flight had already left for Heathrow from HAM to Dublin. The phone was found at gate 3 in London but was later moved to Haweswater House, Summerwood Road. When I tried reaching out to Aer Lingus online, I was directed to an outsourced helpline that required me to pay in advance, which I declined. I am disappointed with Aer Lingus' handling of the situation and the redirection of my concern. I would appreciate guidance on how to contact a responsible person at Aer Lingus. Regards, L. Thurn

I am writing to share a frustrating experience we had with Aer Lingus ground staff at Tenerife South airport. After our flight was canceled with no staff in sight, my husband and I assisted other passengers in navigating the situation. We eventually found two Aer Lingus representatives who promised help but left without assisting anyone. While we managed to help people board a bus to a hotel, the experience was disappointing. The meal we received was subpar compared to what others were provided. Despite usually praising Aer Lingus, this experience has left me feeling upset and neglected after being stranded at the airport for hours.

Hello, I am trying to understand why my mother missed her flight on Thursday morning due to an issue with her ESTA. We had to book her onto a new flight, which she also missed yesterday due to another issue related to the ESTA form. Ultimately, she boarded the 16:45 flight from Dublin airport yesterday afternoon, but I am still surprised at how this unfolded. Initially, my mother forgot to fill in her ESTA for the 11:35 flight. This was her mistake, however, she wasn't fully aware of the requirement because the flight was a gift and she may not have received all the necessary information. Despite her ESTA being approved at 10:00 on the same morning, she was informed she couldn't travel as the deadline had passed. It seems unfair since she was advised she could still catch the flight if her ESTA came through by 10:30. I had to book her a hotel stay and pay an additional fee to rebook her for the next day's flight, but she was still unable to board due to her ESTA being canceled for a name discrepancy. After getting a new ESTA approved at 11 am, she managed to board the 16:45 flight without extra charges. We ended up paying an extra $[redacted] for hotel and flight change fees. I am seeking a clearer understanding of what occurred. My mother's name is Kate Rock (legally Catherine), and she was scheduled on the Dublin to Boston 11:35 flight on Thursday morning. Thank you in advance for your attention to this matter. Best regards, Cheryl

I flew with Aer Lingus on September 14, [redacted], from London to Belfast. It has been over one and a half months, and unfortunately, one of my bags is still missing. Both bags were initially missing on the same day. I opened a case file at the airport (BHDEI18702). Although two bags were attempted to be delivered on September 19, they were not mine. I returned them. One of my bags was received on September 26, but strangely it wasn't updated in the previous case file. Following advice from an Aer Lingus customer service representative, I closed the old case and initiated a new one (BHDEI19237). Since September 15, I have been in contact with the airline regarding this matter. Despite managing to retrieve one bag after considerable effort, there have been no further updates on the second bag. On October 14, I requested a PIR and have been attempting to follow up since then, without any luck. Being an international student, living in a new city without my belongings from home has proved challenging. Replacing everything is financially burdensome. Despite my efforts, I have been unable to recover my missing luggage. Hence, I would like to proceed with a lost baggage claim. Any assistance in resolving this issue and locating the missing bag, particularly due to the valuable items it contains, would be greatly appreciated.