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:11/10/2025

  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.

  Hello, *** ********* Thank you for reviewing the situation below. Sorry to have to reach out, but I felt compelled to do so under these circumstances. My wife and I booked the following flights for our trip: Booking Code ****** 12/12/2005 *********** Due to the ongoing government shutdown, essential airport staffincluding *** and ATC (air traffic control) employeesare not being paid and are unable to work. As a direct result, the government has reduced air travel capacity by 20 percent starting today.This reduction has led to widespread flight cancellations, and it is expected that the shutdown will continue into the new year, resulting in ongoing disruptions to air ********* outbound United flight has been canceled, and the airline has already refunded my ticket. I also canceled all hotel reservations to avoid penalties. Because Aer Lingus is not a U.S. domestic airline, its voucher option is not practical for usAer Lingus does not operate flights to or from our home region, making it impossible for us to use a voucher in the future.Given the extraordinary and unforeseeable circumstances, I am formally requesting a full refund for our Aer Lingus tickets. The government shutdown has resulted in widespread flight cancellations, including our United outbound flight, which has made our entire trip impossible. We have already received a refund from United and have canceled all hotel reservations to avoid further financial loss. Since Aer Lingus does not operate flights accessible to us for voucher exchange, and the disruption was directly caused by government actionsomething entirely outside our controlI respectfully request consideration for a monetary refund. Without it, we stand to lose $1,250.37 which would be a loss entirely beyond our control. I hope the unique and involuntary nature of this situation justifies an exception to the standard refund policy.Thank your consideration,Booking Code: ****** ******* ** **** ******* ** ****

  Business Response

  Date: 11/12/2025

  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. 

  Customer Answer

  Date: 11/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:  There was an  email showing Aer Lingus has recieved my complaint they would reach out in 24 hours, this was two weeks ago, still no resoultion. 

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **
  
  
  
  
   
  

  Business Response

  Date: 11/24/2025

  Thank you for your message. 
  
  We are genuinely sorry to learn that you are dissatisfied with our response, and we sincerely apologise for any inconvenience or disappointment this may have caused.
  
  Please note that a detailed response has been provided through our internal case management system. We kindly invite you to review that communication at your earliest convenience. 
  
  Should you have any further concerns or require additional clarification, we would be more than happy to assist.

• Initial Complaint

  Date:11/05/2025

  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.

  Yesterday on 11/5/2025 i purchased two tickets with Aer Lingus. I purchased the upgrade that allowed for checked bags but later in the purchase process added a bag , therefore doubling my checked bags accidentally. The website was unclear and I thought all I was doing was telling them the size of the bag. When i realized i had duplicated the bags within 24 hours I was told that it could not be refunded. This would not have happened if the website was clear. I immediately called to change or modify, something my daughter did just fine on a return flight with us with no issue. This is poor business practice, poor website management, and poor customer relations. All I am asking is to remove the duplicate baggage within 24 hours of purchase.. I don't see a problem. I am hoping to avoid having to provide my experiences on all my social media platforms as this would be a bad experience and poor business decision for Aer Lingus. There is no detriment to remove the charge within 24 hours and no management issue outside of pure money grabbing.

  Business Response

  Date: 11/10/2025

  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. 

• Initial Complaint

  Date:10/11/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Date of the original transaction: January 21, 2025Transaction: purchased two round-trip tickets ******, ** - *********, **** cancelled the trip on March 4, and Aer Lingus agreed to refund $446.54, which we never *********** August, we provided the credit card statement to Aer Lingus to confirm we did not receive the refund.On August 21, we received a letter with a receipt from March 18 of a refund issued to **** *** (not to us). After that, Aer Lingus closed the case, even though it has not been resolved.

  Business Response

  Date: 10/14/2025

  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. 

  Customer Answer

  Date: 10/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They keep sending us bogus receipts, contradicting each other, and there is no credit in the bank issued by Aer Lingus to us. I am uploading the detailed explanation that what the merchant is saying is made up. 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 10/19/2025

  Thank you for your message. 
  
  We are genuinely sorry to learn that you are dissatisfied with our response, and we sincerely apologise for any inconvenience or disappointment this may have caused.
  
  Please note that a detailed response has been provided through our internal case management system. We kindly invite you to review that communication at your earliest convenience. 
  
  Should you have any further concerns or require additional clarification, we would be more than happy to assist.

  Customer Answer

  Date: 10/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Aer Lingus sent us a copy of the fake receipt dated March 18. It does not match the name, and does not match the receipts they sent us previously dated March 5. They have no receipt they can present which would show the refund transaction.

  In other words, they never refunded money but try to generate fake receipts, and do it so sloppy that it is obvious they are fake. 

  
  ******* ******
  
  
  
  
   
  

  Business Response

  Date: 11/03/2025

  Thank you for your message. 
  
  We are genuinely sorry to learn that you are dissatisfied with our response, and we sincerely apologise for any inconvenience or disappointment this may have caused.
  
  Please note that a detailed response has been provided through our internal case management system. We kindly invite you to review that communication at your earliest convenience. 
  
  Should you have any further concerns or require additional clarification, we would be more than happy to assist.

  Customer Answer

  Date: 11/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The response from Aer Lingus was sending two different fake receipts to us and saying that those were receipts confirming that they refunded the money.

  The two receipts contradicted each other, and a few other indications I talked about before, show that the receipts were fabricated. The bank statement I sent to Aer Lingus confirmed that there was no money refunded to our account.

  --******* ******

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:09/11/2025

  Type:Sales and Advertising 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.

  Aer Lingus charge of ********. I did not put this charge through. I called my CC within 10 minutes of seeing the charge and reported as fraud. I called Aer Lingus when the charge went through Sept 11 7 am EST. They would not help me on the phone. They had me submit through a portal. They rejected my request to resolve this issue.

  Business Response

  Date: 09/23/2025

  Dear ****, 
  Thank you for contacting us. Im sorry to hear about your experience. To ensure your complaint is logged and reviewed by the correct team, we kindly ask that you submit it through the Aer Lingus online complaint form.
  You can access the form here: ************************************************************************

  
  Once completed, your case will be registered in our system and assigned to a dedicated agent who will review the details and respond to you directly. This process helps us track your complaint efficiently and provide you with the most accurate resolution.

  
  We appreciate your cooperation and apologise for any inconvenience. Please let us know if you experience any difficulty completing the form.
  Kind regards,

  Aer Lingus Customer Care 

• Initial Complaint

  Date:09/04/2025

  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.

  On May 26th, 2025, Aer Lingus baggage attendants swapped our bag tag with another passengers. As a result, our luggage was lost for the entirety of our trip.Because of this error, I did not have any of the clothing, specific outfits, toiletries, or personal items I had packed. I was forced to replace these items during my travels, including purchasing new luggage, which resulted in significant out-of-pocket expenses. Our bag remained missing for more than 21 days. After we returned home, we had to make repeated calls and inquiries before it was eventually returned to us.Following this, I filed a claim for reimbursement of over $1,000 to cover the costs I incurred. Aer Lingus initially acknowledged my claim and even emailed me stating that there was an update. However, shortly afterward, I received another email indicating my case was being closed due to lack of response, even though I had been actively calling and attempting to reach them.Over the past three months, I have continued to call repeatedly without receiving any substantive response. Each time I contact Aer Lingus, I am given no clear information about the status of my claim. I have been given the runaround and left without the reimbursement I am rightfully ******* this point, it has been over three months since I filed my claim, and Aer Lingus has failed to provide reimbursement or even meaningful communication. I am requesting that Aer Lingus immediately resolve this matter by reimbursing me for the documented expenses of over $1,000 as originally filed in my claim.

  Business Response

  Date: 09/22/2025

  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. 

• Initial Complaint

  Date:09/04/2025

  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 traveled to ********* and arrived on March 9, 2025. Aer Lingus initially lost my luggage, as they were unsure if it ever left ******** for the first 3-4 days of my trip. Initial claim was made prior to departing the airport upon arrival to *********. Then it took 1-2 days for delivery once it was finally located. So I went 5 days of my trip without any of my luggage. I had to make necessary purchases as my toiletries, clothing, jacket, gloves, umbrella, pajamas, undergarments. I made as few purchases as possible over the course of a few days as I was awaiting an update on the status of my luggage. I have tried submitting the receipts to Aer Lingus as they requested (months after the initial claim and sending emails every few weeks assuring me they are working on my claim), for a total of ****** pounds (****** USD). The file was too large to submit as one file with the 10 receipts that I had, but all were included in the same email. However, they responded that they would reimburse me for the gloves (12 pounds) which was the first receipt and closed the case. I have tried reaching out again that this is unacceptable as they only acknowledged one of the receipts despite there being several more for all ESSENTIAL purchases. However, since the case is closed and they make it impossible to contact them and speak to an actual person, I am getting the no reply emails and emails saying that the case is closed. Aer Lingus case number ********

  Business Response

  Date: 09/06/2025

  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. 

• Initial Complaint

  Date:09/01/2025

  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.

  On the 29th June, I was scheduled to go on a cruise from ******. I made airline reservations a couple of days earlier so i could spend 2 days in ****** before the cruise. My flight with Aer Lingus on 25 June was scheduled at 5:20pm, but didn't leave IAD until 9pm, because we left so late I was to going to make my connecting flight. We were told that during the crossing to ****** that Aer Lingus were going to be working on getting connections before we arrived at 9am on the 26th June. When we arrived there was no connecting flights arranged, we had to stand in line and wait to speak to an agent. Since we were so late, flights to ****** were completely full. I was told that I would need to fly to ********* first then onto ******, arriving at 10:18pm. My connecting flight was with ***************, and when I got into ****** my luggage wasn't there, apparently Aer Lingus never gave *************** my luggage to forward onto ******. I had to wait until the following day to retrieve my luggage, having to make another trip back to the airport as I was leaving on the cruise the following day. Aer Lingus caused me to lose a vacation day in ******, and losing my luggage due to negligence of the airline. I filed a complaint with Aer Lingus on 16 July after I returned from my trip, and they finally got back to me on 12 August with no resolution. Original Case ID: ******** Booking Reference: ****** Another case filed on 20 August ***** ID: ********. When I called to follow-up on it on 27 August, the case wasn't filed properly so it was deleted. Aer Lingus doesn't seem to want to resolve this case, and refuses to accept responsibility for their total negligence. I am requesting a full refund plus $500 for the time, it's been over 2 months since travel occurred.

  Business Response

  Date: 09/02/2025

  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. 

  Customer Answer

  Date: 09/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Aer Lingus took possession of the luggage, they never turned it over to BA for the flight to ******. Aer Lingus was suppose to be the flight for the whole duration of the trip, they re-routed the flight using BA as the alternate airline. If I had not gone back to the airport to retrieve my luggage, I wouldn't had clothes for the cruise. Aer Lingus called to provide proper transportation and failed to transfer my luggage to BA. I am requesting a supervisor from Aer Lingus address this complaint.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 09/04/2025

  Thank you for your message. 
  
  We are genuinely sorry to learn that you are dissatisfied with our response, and we sincerely apologise for any inconvenience or disappointment this may have caused.
  
  Please note that a detailed response has been provided through our internal case management system. We kindly invite you to review that communication at your earliest convenience. 
  
  Should you have any further concerns or require additional clarification, we would be more than happy to assist.

  Customer Answer

  Date: 09/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  There is conflicting information and lack of clarity from Aer Lingus. Below is the response to my inquiry on (********) 7/16/25. It took them almost a month to respond, then I opened a new case (********), with them, called them but the agent didn't file it properly, so when I called back on 8/27/25, it was closed. Now they want me to file a case with *************** after 2 months.  I requested a supervisor call me and or respond to the complaint, but no follow through. Aer Lingus calls this ***************** That is unacceptable!!!!

  Thank you for reaching out and sharing the details of your recent journey. Were truly sorry to hear about the difficulties you experiencedfrom the extended delays and missed connections to the distress caused by your missing baggage. We understand how upsetting and disruptive this must have been, especially with your cruise departing so soon after arrival.
  Please accept our sincere apologies for the inconvenience and frustration this situation caused. Spending hours in transit, being rerouted through multiple cities, and losing a full day in ****** is not the experience we want for our passengers. We also regret that your baggage was not promptly returned and that you had to take matters into your own hands to retrieve it. Your resourcefulness is commendable, but we recognize that you should not have had to go through that.
  If you incurred any expenses due to the delayed baggagesuch as purchasing essential itemswe encourage you to submit a baggage claim through our website using theAer Lingus Baggage Claim Form.
  Additionally, if you wish to request compensation for the flight delay itself, you may submit a claim using ourFlight Disruption Compensation Form.
  We truly appreciate your patience and understanding, and we hope to have the opportunity to provide you with a much smoother and more enjoyable travel experience in the future.
  Sincerely,
  ******
  Customer Care Team

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:08/07/2025

  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.

  Flew 4/1/25, due to return on 4/14/25. Experienced unusual and unexpected difficulties. Ultimately left financially strapped but with no other recourse than to pay $2,415.53 for new one way tix home. Contacted Aer Lingus twice now by mail Last letter on 6/12/24. No response whatsoever. Unable to get a QR code with confirmation flight home, so not able to smoothly go thru electronic check in. Then directed to wrong terminal by uniformed airport staff, which created so much confusion. (Informed there are 2 Terminals for Aer Lingus at ******************.) Received further conflicting information in 2 long lines wasting more time. Terminal we should have been at was on the farthest side of the airport, I asked the staff member to call over to let staff know of our delay but told no, so had to run with luggage and my husband struggling with a medical disability in his leg. A kind staff member (****) assisted us only to arrive at the gate as last call had just been made by (******) Both did their upmost to assist us to get next flight to ******, so not to miss connecting flight to ************ (as there was a 2 hr layover in ******, making this quite possible.) Told not to worry and simply contact Aer Lingus to explain. No physical Aer Lingus desk there and calls to agency with staff assistance resulted in being placed on hold for 45 mins. Next escorted to general service desk (**** ******) tried to contact Aer Lingus from 10:15 to 11:15am. Now up since 4.30am, no resolution. Only choice left, to buy entirely new tix at a mammoth cost. Spent night at airport and was great hardship as we simply planned an urgent budget trip to visit my sick mum. No $ for meals. Eventually heard from ******* (travel agent) only to inform us that QR codes, check in and gate operations are not their jurisdiction. Enclosed supporting written evidence with my letter to Aer Lingus by all 3 staff who tried to help us. Kindly requesting consideration of our unusual circumstsnces **

  Business Response

  Date: 08/18/2025

  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. 

  Customer Answer

  Date: 08/26/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  [Your Answer Here]

  
  

   I have had immense difficulty yet again with getting more additional information required now to Aer Lingus. I tried to contact them using the methods stated and found they were either “invalid, “ no rep was abailable, or the BOTT and Whatts App sent me around in continual circles. I did finally get hold of a rep with a late night call named Luke, and he took all the info down and added to my notes with the complaint. I called again the following day to be sure they had been received and another rep assured me that they had. I was therefore awaiting the response from Aer Lingus, now they had all the additional info they asked for. I have copies of trying to send the info and they will have the reported calls. I did not hear back by late Sat so feel I’ve been given the run around again. I contacted BBB  by phone to let them know. 
  My understanding was that the deadline was on Sunday 24th. 
  

  I’m  sorry I do not understand if I made an error in this and should have responded here. My apologies.  
  From what I understood it stated i was to wait until the timeframe had passed before contacting BBB which is why I called the pone number. 
  

  The case has not been resolved from my perspective, although I did send everything required. 
  I didn’t notice find BBB regarding satisfaction because I was still waiting for a response from  Aer Lingus.
  I am not very good with technology so I apologise if I made an error in this.  
  I waited until the latest, hoping to hear back from them before making the call to BBB. I believe it was Sat night, so 23rd. 
  I appreciate all your time  in looking into our unusual circumstances and kindly requesting a refund. 

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 09/01/2025

  Thank you for your message. 
  
  We are genuinely sorry to learn that you are dissatisfied with our response, and we sincerely apologise for any inconvenience or disappointment this may have caused.
  
  Please note that a detailed response has been provided through our internal case management system. We kindly invite you to review that communication at your earliest convenience. 
  
  Should you have any further concerns or require additional clarification, we would be more than happy to assist.

• Initial Complaint

  Date:08/06/2025

  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.

  My wife, **** and I travelled from ********* to ****** on Aer Lingus airlines June 27, 2025, on Flight 3255, Reservation numbe* ******* ****** suitcase with all of her clothes did not arrive in ******. We filed lost luggage with the airline, Claim # *** **********. We were notified the bag was delivered to the airport 2 days later. We asked them to hold the bag at the airport. When we returned to ******, Aer Lingus no longer had the suitcase and could not tell us where it went. After 21 days lost, we were emailed to file a claim. I have tried to file a claim for over two weeks. Multiple phone calls and emails and have still been unable to file a file a claim. It keeps rejecting our name and number. Aer Lingus uses a 3rd party, which is awful. Multiple phone calls and emails only ends in frustration - no help!I need to speak with someone who can actually help. This all seems like if the airline puts enough roadblocks to filing for compensation - the customer will just give up. Ridiculous!

  Business Response

  Date: 08/12/2025

  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. 

  Customer Answer

  Date: 08/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I look forward to resolution over our lost luggage.[Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 08/15/2025

  Thank you for your message. 
  
  We are genuinely sorry to learn that you are dissatisfied with our response, and we sincerely apologise for any inconvenience or disappointment this may have caused.
  
  Please note that a detailed response has been provided through our internal case management system. We kindly invite you to review that communication at your earliest convenience. 
  
  Should you have any further concerns or require additional clarification, we would be more than happy to assist.

• Initial Complaint

  Date:08/04/2025

  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.

  booking Reference: 2R3TSB Flight 1: EI100 on 14 June 2025 from ****** (EWR) to ****** (DUB)Flight 2: EI522 on 15 June 2025 from ****** (DUB) to *********************************** (CDG)Baggage Case Number: ********** Customer Service Case References: ******** and ******** Despite repeated attempts to follow up, my baggage has not been returned since the original delay on June 15, and I have not received any resolution, compensation, or the insurance confirmation letter I requested. It has now been over seven weeks without a response or any meaningful update, which is extremely disappointing and unacceptable.This prolonged delay has caused significant inconvenience during my travel, and I am requesting the following:Immediate update on the current status and location of my delayed baggage.Official letter for travel insurance purposes confirming the delay/loss of the baggage.Compensation in accordance with EC261 and the Montreal Convention for delayed baggage and associated expenses.Please treat this matter with urgency and provide a written response within 7 days of receipt of this letter. If I do not hear back promptly, I will consider escalating this matter to the relevant aviation regulatory bodies and consumer protection authorities.I look forward to your immediate action and resolution.

  Business Response

  Date: 08/12/2025

  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.