Complaints

This profile includes complaints for Aer Lingus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aer Lingus

  300 Jericho Quadrangle Ste 130 Jericho, NY 11753-2716

• 

  Aer Lingus

  10000 Bessie Coleman Dr Ohare Airport Chicago, IL 60666

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I flew from ****** to ********* with layovers in ****** and ************ on January 7th. My flight from ****** to *** was operated by Aer Lingus, and I was supposed to collect and recheck my luggage upon arrival in the **** However, my luggage did not arrive with me in ********. I filed a delayed baggage report with Aer Lingus under case number ********** (later changed to case number **********) on January 7th. I arrived in ********* on January 8th and was later told that my luggage had been located and would arrive via ***** on January 15th. However, it never arrived, and I stopped receiving updates. Since then, I have been calling both ***** and Aer Lingus almost daily for updates. After 21 days with no delivery, I filed a claim for lost baggage reimbursement under the Montreal Protocol, as ***** informed me that they had lost my luggage. In early February, I received a call stating that my suitcase had been mistakenly sent to ****** and would be delivered soon. Despite this, I have still not received my luggage. I submitted my receipts for reimbursement of expenses related to delayed baggage, such as clothes and toiletries, but Aer Lingus did not respond. When I followed up, customer service gave me a different contact number for reimbursement inquiries. On February 24th, I received a response saying that my receipts were dated after I had received my bag and did not meet their reimbursement criteria. ""Unfortunately, the receipts you provided are dated after you received the bag, which does not meet our reimbursement criteria." However, I never received my bag , nor have I been reimbursed for either the delayed or lost luggage. This entire process has been frustrating, and I do not know what else to do. Could you please escalate this case further with Aer Lingus and ***************** to help resolve this issue and ensure I receive the reimbursement I am entitled to? Any advice would be greatly appreciated.

  Business Response

  Date: 03/25/2025

  Dear ******** 

  Thank you for reaching out through the Better Business Bureau (BBB). We appreciate the opportunity to address your concerns. 
  
  We sincerely regret any inconvenience you may have experienced. Our team has carefully reviewed your complaint and is committed to finding a resolution that aligns with our policies and ensures your satisfaction. 
  
  Please note that we take all feedback seriously and continuously strive to improve our customer experience. 

  
  We appreciate your patience and the opportunity to address your concerns. 
  Please expect a response within 24 hours via the case submitted through our case management system. 
  
  Best regards, 
  Customer Care Team, 
  ********************? 

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight on 2/11/25 from ORD>*********, I spoke to a representative to book the flight. The representative assured me that my voucher from a previous flight that had been cancelled by aer lingus had been applied. In reviewing my credit card on 2/23 it was noticed that they did not apply my voucher, overcharging me $2444.81. I called and spoke to another representative (2/23) who told me my refund would be seen in 7-10 days. As of 3/19 the charge is still on my card. I called yet again. On this call I was told that a refund at this point isnt an option, that I must complete my travel. I dont travel until 5/2/2025 meaning they expect me to pay interest on a charge they incorrectly made for a total of just shy of three months. The charge shouldve never happened, they admitted complete fault yet are requiring me to complete travel before receiving my refund. To make matters worse, they said I have to make the call to request the payment following travel. Which means I will have to sit on hold for ***** mins and start all over to correct their problem.

  Business Response

  Date: 03/20/2025

  
  
  
  Dear ******, 
  
  Thank you for reaching out through the Better Business Bureau (BBB). We appreciate the opportunity to address your concerns. 
  

  Our team has carefully reviewed your complaint and is committed to finding a resolution that aligns with our policies and ensures your satisfaction. 
  Please note that we take all feedback seriously and continuously strive to improve our customer experience. 
  We appreciate your patience and the opportunity to address your concerns. 
  Please expect a response within 24 hours via the case submitted through our case management system. 
  
  Best regards, 
  Customer Care Team, 
  ********************? 

  
  

• Initial Complaint

  Date:02/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight ****** *hrough Aer Lingus on Feb 6th 2025 for a short trip to ****** ******* from ******* ***Flight Details:****** - Fri 07 Feb 2025 ****** - Fri 07 Feb 2025 ****** - Wed 12 Feb 2025 ****** - Wed 12 Feb 2025 I got a new booking reference on Feb 11th for a different return flight the next day. That return flight was 12:20pm instead of 4:40pm - there is no way I could have made it to the airport on-time for this flight. Aer Lingus did not text / call / email about this change, instead they just changed the flight for an unknown reason.I attempted to contact Aer Lingus through Phone / Email / Live Chat / WhatApp - I also had family in the *** attempt to do this also. I needed to cancel this new flight they put me on so I could attempt to get a refund. I have all phone records available - I spent about 6 hours total on hold, I could never get ahold of anyone at aer lingus.The next day I cancelled all my plans to drive out to the airport - in attempt to get ahold of anyone at aer lingus. Arrived at the airport and aerlingus ticket desk were extremely unhelpful. I wanted to cancel this replacement flight they put me on, before it departed. They could not tell me what happened the original flight, and they could not cancel the replacement flight. They did tell be that Aer Lingus contacted me about the replacement flight options, but that is a lie - I do have full access to my phone records to verify all of this ************** this time of writing I have since booked a return flight with Delta to get back home. I have never been able to get ahold of aerlingus on the phone. Their online refund form is down for 'Essential Maintenance"I need a refund for the cancelled flight. I am just assuming the flight was cancelled, I was never able to determine that. All of Aer Lingus forms say I must cancel before the flight leaves - but I was unable to cancel even after going to the airport to see Aer Lingus staff in-person.

  Business Response

  Date: 03/12/2025

  Dear ******, 
  
  Thank you for reaching out through the Better Business Bureau (BBB). We appreciate the opportunity to address your concerns. 

  We have responded to your complaint through our case management system
  
  We sincerely regret any inconvenience you may have experienced. Our team has carefully reviewed your complaint and is committed to finding a resolution that aligns with our policies and ensures your satisfaction. 
  
  Please note that we take all feedback seriously and continuously strive to improve our customer experience. 

  
  We appreciate your patience and the opportunity to address your concerns. 
  
  
  Best regards, 
  Customer Care Team, 
  ********************? 

• Initial Complaint

  Date:02/14/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They canceled my flight london to LAX 2 months ago and won't respond to my compensation claim, every time I call they tell me they have no update. I am due money due to EC 261 and my expenses from the canceled flight but they won't respond and provide me the compensation I am legally entitled to for them canceling my flight

  Customer Answer

  Date: 03/10/2025

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

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We tried to book ticket through online agency called- *************, they were not able to confirm the boking and price with Aer Lingus airlines. We were on phone for over 2 hours on Sept 29th to book the ticket, even after 2 hours it was not successful then travel agent lady named ****** confirmed that she has cancelled all the booking and all the charges that was charged like 5 minutes ago in our credit card for booking will be fully refunded and I have to look for ticket somewhere else. We bought ticket somewhere else with different Airlines and complete our travel. We have not got the refund $3917.46 yet from Aerlingus airlines. I contacted ************* again and again with no refund, also tried to contact Aer Lingus but never able to reach out any person. *************- ************* saying that the ticket booking was cancelled immediately so I should have received the refund within ***** hours. Again and again they are saying the cancellation of booking with airlines was done from their side immediately so should have no issues on the refund. As per Department of Transpiration rule- within 24 hours all the booking can be cancelled with full refund but in my case it was not even 5 minutes or 10 minutes after the credit card was charged. We have recorded voice and email with time stamp of cancellation and refund status request Aer Lingus Airlines- did not even provided the refund or mentioned anything . All they provided was copy paste information of ticket and their terms from websites. We never received the ticket and any terms and conditions since it was cancelled ****************** agency did something with Airlines- either both ************* and Aerlingus airlines is lying to me and not providing any communication copy of cancellation, refund. I am disputing charge based on fraud, not providing agreement, ticket, disclosure, not accepting US **** OF TRANSPORATION 24 hour ticket booking cancellation policy.

  Customer Answer

  Date: 03/09/2025

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

• Initial Complaint

  Date:01/30/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern:Aer Lingus refuses to pay out the lost checked baggage compensation per the Montreal Convention with made up excuses. Please kindly review the entire correspondence, intervene and assist. Thank you very much,*** *** *****

• Initial Complaint

  Date:01/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I flew on an Aer Lingus flight from ******, ** (with a layover in ******, ***) to ******, ***** on August 15, 2024. We brought our 8-month old son, and traveled with a very expensive Nuna stroller and Nuna car seat so we could easily walk around with him and safely travel in cars with him. Upon arriving in ******, we were told our items were lost in transit, despite being told they would arrive by customer service while at the **************. Since then, weve not received our lost items. I have been calling for months (over 5 months) and we were promised a reimbursement if we provided receipts for our products, which we did on several occasions. We also submitted the claim documents provided at the ************** multiple times. They came back and told us that they cannot reimburse us based on their Terms and Conditions, which doesnt state any such thing. In fact, it wouldnt make sense for them not to reimburse us for products they lost. We paid nearly $2,000 for the flights and our lost products were $1,800. They committed to a reimbursement and wont provide one. At the time, I was early in my second pregnancy and this caused a major inconvenience because I had to carry my son the entire time we were in *****, causing harm to my body and unborn daughter. In addition, we had to purchase a car seat in ***** to travel around for safety for our son. When we came home, we had to purchase two more car ***** and a stroller. Weve since spent another $2,000 to replace our items. I am extremely disappointed in the service Ive received. Its taken months and many phone calls and emails to not even receive anything for what was lost. They committed to a reimbursement for products they lost and now they are redacting that. I would love help in receiving a reimbursement.

  Customer Answer

  Date: 02/20/2025

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

• Initial Complaint

  Date:01/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 02/03/2025

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