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:07/21/2025

  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 had to cancel our flights due to a medical emergency an my wife was not alowed to fly so I cancel a week before an we was told we would only get taxes back paid lost all the fare an no vouchers just straight up told no refund no matter what i said it did matter

  Business Response

  Date: 07/24/2025

  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: 07/24/2025

  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:07/19/2025

  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.

  I booked a flight with Aer Lingus from ***************** (***) to ******, ***** (NAP) via ****** for May 16, 2025. Due to a weather delay on my United connecting flight into ******, I was going to miss the Aer Lingus segment. Thats where the nightmare began.I immediately contacted Aer Lingus (about 5 hours before my flight) and was told by two different *****s that I could be rebooked onto a next-day flight out of ****** (EWR) at no additional cost. After confirming my reroute with United, I called backonly to be told by a third Aer Lingus ***** that Id need to pay a $200 "missed connection" fee. This directly contradicted what the first two *****s had ******* make matters worse:At the insistence of the second ****** I drove to the airport, only to be told by Aer Lingus contractors they couldnt help me.The third ***** was dismissive, unhelpful, and falsely claimed there was no record of my previous calls or any manager available. Another ***** later confirmed both were untrue.Out of desperation, I paid the $200 just to salvage my trip.Then things got even worse:On May 17, the Aer Lingus flight from *** was cancelled for operational reasons.I was rebooked on a *************** flight the same day, which was also cancelled.After two full days of delays, chaos, and zero accountability, I gave up and went homehaving spent an additional $300+ just to get back to **********I submitted a formal refund request 63 days ago and have received only generic emails saying its under review. Multiple *****s gave conflicting timeframes for resolution, none of which were honored.Why Im Complaining:Aer Lingus cancelled the flight and still hasnt issued a refund, even though its policy clearly outlines that it should issue a refund.I was charged a $200 fee under misleading circumstances.Their *****s gave inconsistent, inaccurate information.I lost valuable time, money, and vacationand theyve done nothing to resolve it.

  Business Response

  Date: 07/23/2025

  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: 07/29/2025

  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 still owes me $200. As I mentioned in my original complaint, I was charged a $200 missed connection fee. In further reviewing Aer Lingus's website (****************************************************************************************), there is no such fee listed for its Transatlantic flights. So, I never should have been charged this bogus fee. Additionally, I paid for the SMART fare, which entitled me to no fees for changing my flight. I will consider this matter resolved when the $200 is refunded to my credit card. 

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

  Business Response

  Date: 07/30/2025

  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: 08/02/2025

  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:07/08/2025

  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.

  Booked an airline ticket that had to be cancelled. Their policy clearly states they will issue credit vouchers only which is fine. I called to cancel May 12th and was told I would receive a voucher and PIN for voucher use within 2 weeks. Its now July and no voucher. I have called 3 times holding sometimes up to 3 hours!! No resolution

  Business Response

  Date: 07/09/2025

  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:07/06/2025

  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.

  My partner and I were scheduled to fly on EI 0137 on June 15 from ****** to ****** (booking reference ******). We were removed against our will from the aircraft after boarding due to a perceived health issue with my partner. Aer Lingus told us that after an ambulance cleared my partner we would be put back on the flight. The ambulance fully cleared my partner, however Aer Lingus did not place us back on the flight, forced us out of the airport, and eventually rebooked us on a flight for the following day. We had to stay overnight at a hotel, for which I requested reimbursement of ****** EUR through Aer Lingus' website on June 22, which was assigned case reference number ********. They wrote by email that "We will be in touch shortly." It has been 2 weeks with no update and no reimbursement. I need the reimbursement processed.

  Business Response

  Date: 07/07/2025

  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: 07/07/2025

  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:06/04/2025

  Type:Delivery 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.

  Lost baggage since April 21st 2025. States online that you can mail your claim to office. I can not submit request online as it keeps saying to use same name. My claim forms have been sent and they have been received on June 2nd at ***** am. No one has contacted me. Apparently everyone I spoke to wants a case or file number I did not get a case or file # as it keeps saying my bag has been located .

  Business Response

  Date: 06/09/2025

  Dear Customer
  Thank you for your recent complaint submitted through the Better Business Bureau (BBB). We want to assure you that your concerns are already being reviewed, and your case is currently being handled by our team.
  We understand the inconvenience this situation may have caused and sincerely apologise for the delay. Please know that we are working to resolve the matter as quickly and fairly as possible.We will respond to you request through our case management system. 
  Thank you for your patience as we continue to address this issue.

   

  Aer Lingus 

  Customer Care 

• Initial Complaint

  Date:05/21/2025

  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.

  My husband and I are STILL waiting on a response to case ******** nearly a year on. Our trip from ******* to ****** (booking reference ******) was cancelled on short notice last July and we still havent received our ** mandated compensation. We now demand both a response and the compensation to which we are legally entitled in short order.

  Business Response

  Date: 05/27/2025

  Thank you for reaching out. Weve received your complaint via the Better Business Bureau and appreciate the opportunity to review your case.
  Firstly, please accept my sincere apologies for the delay in resolving this matter. I understand how frustrating such delays can be, and I want to assure you that I will personally review your case as a priority to ensure it receives the attention it deserves. You will receive an update shortly through our case management system.
  Thank you again for your patience. If you have any questions or additional information in the meantime, please dont hesitate to get in touch.

  Customer Answer

  Date: 06/02/2025

  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:

  On Tuesday May 27th I was assured that the payment of ** flight cancellation compensation to which I was entitled would be transferred to my bank account, but I still have not received this payment. I tried emailing Aer Lingus to clarify that the international routing number might require an additional 0 at the front (depending on their system), but I was just notified that the case was closed. As I still have not received my compensation payment, I have a right to know if the transfer did not go through. If the payment bounced back to Aer Lingus, they have an obligation to contact me. This matter is not yet resolved and I want my case reopened. 

   

   

   

   

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

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

  Business Response

  Date: 06/21/2025

  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: 06/21/2025

  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:05/10/2025

  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.

  good evening my family and i are currently on your flight from ********************** to *** and this is the most miserable experience of our lives. It took almost an hour to even get the payment page to come up and your flight attendant just brushed me off and spoke to me like i was ignorant to how the internet works after i told her i had no difficulties on way in. after finally getting page to load and paid $20 for unlimited internet i can barely getting anything to load. my phone is absolutely no use to **** had no problems on my way to ******* 6 days ago. My brother pointed out that we have a full flight and there may not be enough data available. if that is the case then there should be discounted wifi rates for full flights. im also sitting on a 6 and half hour flight terribly thirsty becuz i was told i can only get something to drink when the cart comes around my father could not even get a second water to wash down his dinner with because we were told they were currently in coffee service. And being that we are sitting in the dead middle of the plane we always last to be served. and to top it all off we have a baby seated behind us screaming ****** murder for two hours straight and still have another 4 to go. needless to say we are very unhappy with our aer lingus experience and as a family of four who travel often, we all agree we will not be using you again. as well as, i will be sharing this terrible experience on social media and all our family and friends.sincerely a very disappointed customer

  Business Response

  Date: 05/26/2025

  Thank you for reaching out. Weve received your complaint via the Better Business Bureau and appreciate the opportunity to look into this.
  Firstly, please accept my sincere apologies for the delay in resolving your case. I understand how frustrating the delay must be, and I will personally review your case as a priority to ensure it receives the attention it deserves. You'll receive an update from us shortly with more details.
  Thank you for your patience regarding this matter. If you have any questions or additional information in the meantime, please dont hesitate to get in touch.

• Initial Complaint

  Date:05/07/2025

  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.

  I paid for preferred seats on my outbound and inbound Aer Lingus flights. The airline changed the plane and I did not receive the preferred seats I had paid for. I requested a refund over a month ago and have not received it.Outbound YYZ-DUB Mar 25th 2025 EI 0126 Inbound DUB-YYZ Mar 31st 2025 EI 0127

  Business Response

  Date: 05/08/2025

  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:05/04/2025

  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 had a flight with Aer Lingus from *************** to ******, ******* on November 24th. That flight was then cancelled and I had to re-book the following day. Because of this I filed for a refund on December 17th, and Aer Lingus is claiming that they sent me a refund of 630 USD on December 18th. I never received the money so I called in January and they said to give it a full month. I then called in February and they said I had to wait 30 business days, not a calendar month. I then called in March and they said theyd forward my complaint to the accounting team. Naturally, I did not hear back so I called a week later at the start of April and it was not until then that I was told that they already sent me the money on December 18th. This was obviously not true because 1) I never received the money and 2) I was never once told the refund was issued in any of the phone calls I had with the company the prior three months. I told them that I never received any compensation and that I needed for them to provide proof of payment. They gave me a document id number of ********** and reference number of ********** and told me to check with my bank (which I had already done several times). I then went to my bank with these numbers and they found nothing, they had searched through all transactions on my account from November-April and there was no deposit of 630 USD. They then told me that since I made the purchase for these flights June 2024, its too late to file for a card dispute, and instead to reach out to the Better Business Bureau, so here I am. Let me know what I can further to do ensure I receive this refund please, thanks!

  Business Response

  Date: 05/05/2025

  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: 05/07/2025

  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:

  Although Aer Lingus states that the refund was processed, the payment was never transferred into my bank account. I have contacted my bank several times in the past few months and they have found any transactions of 630 USD ever deposited by Aer Lingus. My bank said they will be happy to provide a document of my ************* statement, showing that no deposit of 630 USD was made on December 18th, 2024. I have reached out to my financial institution for further assistance and they have done all that they can do. I need further assistance from Aer Lingus as to where that money went, because it never went into my bank account. 

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

  Business Response

  Date: 05/08/2025

  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:05/01/2025

  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.

  We booked a flight through Aer Lingus on Sept.22,2024 for a flight on 8/11/2025 from ******* to *******. Reference # was ****** / Confirmation # ******.On11/5/2024 we were notified of a time change to the flight that did not fit our travel plans. We called and they guaranteed a full refund AND we rebooked and paid for another flight that fit into our vacation plans. The flight cost was $872.47 and they only refunded $558.11. I have called many times to the ** #...12/30/2024 talked to ***** - case is # ********. She promised to correct it. Another call was on 3/11/2025 and I spoke to *** - same case # - so it is clearly on file and he promised a refund of $284.00 - due to exchange value at the time. I still don't have the refund. I ask for a supervisor and never get to anyone - this is extremely frustrating.

  Business Response

  Date: 05/05/2025

  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: 05/07/2025

  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:

  We still do not have the credit to our credit card. The letter they sent said the same thing they have told us for months....and still no credit appears. I will continue to watch for the credit.

   

   

   

   

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

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

  Business Response

  Date: 05/08/2025

  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: 05/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  After months of empty promises and after extreme efforts on my part, the refund monies have finally appeared on our account. 

  I would not express satisfaction with Aer Lingus because I am not satisfied with how this was/was not handled. But I do acknowledge it has been resolved.

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