Complaints

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

close

Find a Location

Aer Lingus has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/12/2024

  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.

  I was booked for flight El0136 on Saturday, August 24. The flight initially was delayed six hours which was understandable, however it was nothing but confusion after that. There was conflicting information on the display screens regarding which terminal the flight was actually departing from. It was changing between terminals E and C and Aer Lingus employees were not helpful in determining which one was correct. As someone who has a difficult time standing and walking for long periods of time, this was very frustrating. About an hour after we were supposed to board, the flight was canceled. It was almost 1:00am and there was NO help from any Aer Lingus staff member regarding hotels or rebooking. I was told to book a hotel myself and I would be reimbursed. I paid over $550 for a last minute hotel, ********* to and from hotel, plus meals that I would have otherwise received for free on the flight or at my destination. I was just told I'm only receiving back $199. I explained to staff my medical condition was worsening and received no help. On top of this, when I went back for my rebooked flight the following day, my luggage did not arrive with me at my destination. I spent another $107 on getting emergency clothing because by this point I had been wearing the same clothes for three days. I don't understand how this happened because on the last flight we were shuttled on the apron to the plane itself and I could clearly see my suitcase on the trolley. I was told the plane wasn't big enough. Why would a business book a plane to accommodate people knowing they don't have enough space for their luggage? I missed 2.5 days of a 6 day trip visiting family and missed the most important event I was there for and due to spending nearly $700 right away, I missed out on other events I had planned due to no longer affording them. Dealing with Aer Lingus directly is a nightmare. I am being told to expect a response within three weeks but need this financial matter settled ****.

  Customer Answer

  Date: 10/07/2024

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

  I have even tried multiple times to reach out to them again with no resolution. 

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

  
  

• Initial Complaint

  Date:09/11/2024

  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 travelled July 15th and incurred significant damage to my suitcase. I have submitted a claim with pictures and descriptions of the damage shortly after my arrival to my home destination. I have sought support/updates from this company through the only mentioned avenue, WhatsApp without success. It has been 2 months and I am not able to use the suitcase properly due to where the damage is. I need to be reimbursed for the suitcase and the baggage fee I paid while traveling.

  Customer Answer

  Date: 10/06/2024

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

• Initial Complaint

  Date:08/16/2024

  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.

  In June of this this year my family and I flew with Aerlingus to ********, booked months in advance. A month before the trip, we got a notification that our flight aircraft was changed to a larger plane. Upon viewing, all of our seat were moved across the plane and separated. As a family traveling over 10 hours we needed to be seated together and we paid the original seating pricing to do so. When I called to get our seats moved back next to each other, I was charged an additional $318.00 to move the seats back to the original positions. I have been contacting them for months since the charge and keep getting told that it will be processed in 7-10 business days with no resolution. When my father in law called to change his seat next to us he wasnt charged a single dollar. It is not our fault your company changed the plane and moved our seats resulting in a ridiculous amount to move them back to each other. I have been trying to get a refund for this since May, and keep getting told to wait another couple business days.

• Initial Complaint

  Date:08/09/2024

  Type:Customer Service 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 have never considered filing a complaint before but our experience with Aer Lingus has been terrible. The inability to get help, the lack of communication, and rude interactions has been unacceptable. First, we were delayed and stuck in ****** which I know happens. Two of our bags were lost and we found it impossible to get help. I was told to go online but was not able to file a claim since we had not reached our final destination. I called over a dozen times, left messages, and never a return call. We finally got someone who was not helpful. We called back and I was trying to be kind but again, not helpful, my daughter got on the phone and was very upset. Finally, the gentleman helped us. She called back again, with a question about our rescheduled flight, and the woman hung up on her. We are now 6 days from losing our bags, my daughter's bag was delivered today but mine was not. I tried to call 4 times and again got voicemail, I tried to send emails the past few days regarding an update and got no response, and I have no idea if I am going to get my bag back. I tried to be kind and respectful with the people on the phone and it got me NOWHERE! I understand that these things happen, and it is not the person on the phone's fault, but the lack of assistance is absolutely unacceptable. In addition, our flight from ****** to ****** was terrible. We had to make a stop in **** to "refuel" and were told that it would be quick. After waiting on the runway for 2 hours we finally were able to take off, there was no explanation, and my daughter had to use the restroom during the 2 hour wait. She tried to get up and was told to sit back down by the flight attendants that used the bathroom, at least once, while we were sitting for the 2 hours. They also spilled a coke all over my other child's lap, no apology AND made us pay for it. Just unacceptable treatment across the board. I would like them to find my bag and reimburse me for this horrible trip.

  Customer Answer

  Date: 09/03/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Aer Lingus regarding complaint ID ********.  I did get my bag but have not heard from them regarding my complaint.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:07/19/2024

  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.

  Flight cancelled. We asked for a cash refund. the company is refusing.

• Initial Complaint

  Date:07/18/2024

  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.

  Booked a flight in Jan 2024. For June 26 2024 Aer Lingus strike happpend on June 26 2024.I rescheduled my flight from June 26 2024 to June 25 2024 to avoid the strike.I spent 2 hours on hold.I was told by an Aer Lingus rep that rescheduling my flight would cost **** was changed $221 to reschedule my flight.Seeking a refund of $221.

  Customer Answer

  Date: 07/23/2024

  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:07/15/2024

  Type:Service or Repair 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.

  I purchased two round-trip airline tickets to ******* on 11/29/2023 for $1,604.02. I had to change one part of the roundtrip flight for my work and their policy states the entire roundtrip flight must be canceled to change one part of the flight. Therefore, I canceled only my entire roundtrip flight and kept my fiances flight the same. After I canceled my flight, I had to wait for a $802.01 voucher to re-book it. I received my voucher one week later in USD, but ultimately needed the voucher in euros because they wouldn't let me use USD to book the ******* to US flight. By then, my flight was coming up and I called customer support 10+ times to receive my voucher quicker because I would miss my flight. On May 15, 2024, (one day before my flight) I talked to an Aer Lingus rep for 31 minutes starting at 5:23 PM. He stated if I booked my return flight using my credit card, he would put in a case request to refund my original credit card the $802.01 three to five days after our conversation. It has now been 2 months and every time I call Aer Lingus with my case number (********) they say it's "processing" and I have not received my refund. I continue to receive different timelines of 3-5 business days, 2 weeks, one month, etc with no movement in my case. I have called upwards of ************************************************************ when I'll receive it. Ultimately, I would just like the $802.01 refund that I was promised and guaranteed back in May. I could really use your help. Thank you.

  Customer Answer

  Date: 08/09/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Aer Lingus has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:07/08/2024

  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.

  Aer Lingus canceled our return flight. They offered a cash refund option. I contacted the customer service department 2 times to inform about the cash refund and the amount. Both were confirmed twice, so I submitted a cash refund request.The refund was denied. Our flight is now canceled completely, so I cant change my flight to a later date. I never received an alternative flight (as promised) and am now out $2000 extra on a new return flight with EasyJet and Norse for myself and two minor children. What was supposed to be a fun holiday, turned into a $2000 credit card debt due to Aer Lingus canceling our flight. Welcome home.

• Initial Complaint

  Date:07/05/2024

  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.

  I paid $419.94 in advance for specific preferred seats with no row in front of us that allowed for extra leg room on our flight to the ** in June 2024. This was done directly on the Aer Lingus website. Each leg of our flight went as expected, except for our initial flight from *********** to ****** on Wednesday June 19th, 2024 (flight number El 0088). On check in we discovered that our seats had been changed without notice for seats 3 rows behind the seats I had originally selected and paid for, seats with rows in front and back that allow for very limited leg room. When I inquired about this change, the Aer Lingus agent stated that when we pay for seats in advance it is considered a "request" not a confirmation, so there is no guarantee we would receive those specific seats. When I requested I then be refunded in the amount of $209 for the seats that were switched I was denied. This screams scam, if you accept my money for a service or product and are not able to deliver, at the very least refund the money paid. Aer Lingus confirmation/booking reference is attached to this complaint for review if needed, thank you.

  Customer Answer

  Date: 07/29/2024

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

• Initial Complaint

  Date:07/03/2024

  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 booked travel for my family and due to **** issues need to change one member of my family. I tried to do it online but it only allows me to edit the entire family and to just change one it says to call. I called Aer Lingus and was on hold for 5 hours. I never got to speak to anyone. The next day I called again and they said if my travel wasn't within the time frame to please call later or fill out the contact form. I filled out the contact form and still a week and half later I haven't received any response. I call and again they have blocked taking calls from anyone not flying within the the timeframe. But that time frame keeps extending at first it was through July 2nd, then July 7th and now July 10th. I've also tried chatting then on ******** messenger, whatsapp and X. My travel is July 16th and the longer I wait to change the flight the more expensive it will be for me to do so and it shouldn't since I'm trying to get a hold of them now for 2 weeks. How can it be ok no offer no assistance for items/action I'm not able to do online.