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:02/25/2023

  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 booked a flight for October 8th with Aer Lingus from ******* to ******* ******* under booking number 2bzmms. My baggage was not sent over and did not arrive until after my trip. I have been trying since October (It's currently the end of Feb 2/25/23) to get refunded for the clothing I've bought $83.15 and the $100 baggage fee I had to pay. I filed a case *******. But I still haven't received the check. I called to confirm the address and waited over a month then I got an email that they sent it to a different incorrect address and the check was returned. When I went to correct the address they closed out my case and I wasn't able to add it. I then called customer service and they told me they couldn't connect me to the department and they couldn't take the address over the phone. They then said they would reopen the case but never did. I have been trying to get this refunded for over 4 months. I just want to be refunded the $183.15 and to never ever talk to Aer Lingus or use them again

• Initial Complaint

  Date:02/16/2023

  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.

  1/8/2023 submitted request for reimbursement of extra expenses incurred due to the lost baggage.Traveled on Aer Lingus flight on December 14, 2022 from ****** to ******, ******* via ******, Ireland. In ****** I was to get on Emirates flight to *****, ***** via *****.Aer Lingus lost my baggage. I got stranded in ******, *******. Waiting for the baggage I had to spend money on the hotel, taxis, food and miss Emirates flight. Waited for the baggage for couple of days. With no assurance of finding the baggage I had to cancel my trip to *****, ***** and returned to ****** spending additional $800 on the flight back by Aer Lingus.Submitted claim # *******. After follow up several times, they responded and denied any liability for the expenses due to their mishandling of the baggage. The expenses were in addition to the disappointment of not being able to travel to ***** after 7 years. My extended family there were extremely disappointed as well. All due to the ineptitude Aer Lingus.

  Customer Answer

  Date: 03/16/2023

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

  I had filed claim with Aerlingus for refund in early January before I filed complaint

  with BBB. Aerlingus claimed they don't accept any liability for the additional

  expenses I incurred and discontiued journey to *********, ***** my final destination.

  It was unacceptable and callous response. On February 16th I filed complaint with BBB.

  Since then I had no communication with Aerlingus.

  Thanks

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

  
  

• Initial Complaint

  Date:01/31/2023

  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.

  Case #******* Booking # (updated) ****** (original) ****** for travel from ****** Ireland to ****** *** travel on 12/9 flight EI0137. we missed the original flight on 12/8 due to your airline flight delays. so we booked this flight since we missed out flight and we couldnt wait in an airport line with one counter open for hours on end into the early morning hours. we had already paid for our bags as well so id appreciate refund for that as well (having to repay for new flight and bags) can provide receipts Total *******EUR (multiple checked bags and flight) as well as overnight stay at hotel. I want a full refund as prescribed in FAA policy for the new flight cost, again charged baggage, and hotel stay 1 night due to your flight cancellation and necessitating us to rebook ourselves since your services were inaccessible when needed.thank you

• Initial Complaint

  Date:01/07/2023

  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 paid Aer Lingus around $800 for a flight. My boyfriend wanted to fly out at an earlier date so we filled out a refund request form then decided to just keep the flight instead. Customer service told me they cancelled my refund request after I asked. This would mean my flight would be kept. It wasnt. They cancelled my flight and refunded me $129 despite telling me they had cancelled my refund request. The customer service agent has not been remotely helpful in solving this issue. I wanted a voucher or my flight reinstated and they have refused.

  Customer Answer

  Date: 02/01/2023

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

• Initial Complaint

  Date:12/29/2022

  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.

  On Oct 12, 2022 I booked round trip tickets through Aer Lingus directly for Jan 25, 2023 and return on Jan 30, 2023. Due to unforseen circumstances and a drastic change with employment as a ***, I am unable to go on this trip. On Dec 28, 2022 I filed for a refund with plenty of time before my trip. Out of $393.47 they issued a refund of only $89.47 while they keep $304. That $304 is not even given to me as a credit and they just keep the money. They state that due to the booking choice upon checkout this is the only option I would have for a refund. I've emailed and called to speak with their customer service and was treated poorly and refused to be transferred to any type of supervisor or manager for better or even nicer assistance.Their booking process was extremely deceiving when given the options of what tier you choose. The main area to choose what booking option shows this only benefitting baggage but was not showing that difference in refunds if trip was cancelled. You would later have to click a link that says "Fare Rules" but nothing about cancellation. Purposefully hiding the small print for this exact reason.When submitting for the refund my receipt shows taxes/fees being $359.47 and with that it was my assumption that line item was the eligible part for refunds. While another line saying fares of $34.00 would have been the part that was nonrefundable. I am unsure how a business can keep money for a service that is not rendered and given plenty of time in advance to cancel. It is known that they will open this seat and continue to take reservations to double dip. Also when selecting the tier initially it should show ALL the reasons for picking it and not just baggage reasons and hide the "fare rules" someplace else. Also their outsourced customer service needs more oversight and training.

• Initial Complaint

  Date:12/24/2022

  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 were left stranded at ****************** on the evening of August 23, 2022 by AerLingus. They overbooked the flight and ended up spending the night in the airport. At the airport, we were told by airport personnel and given a pamphlet that we were owed compensation based on the Montreal Convention at 600 euros per person for this incident. To date, AerLingus has refused to pay. The next day we were re-routed to ********** and eventually to ******. In the mist of the misery, our baggage was also lost. Its been almost 4 months not luggage and not a ***** for the h*** weve been through.

  Customer Answer

  Date: 01/18/2023

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

  So, what's the next step.  I've been emailing them and they continue to ignore me.  

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

  
  

• Initial Complaint

  Date:12/19/2022

  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 wife, 6 month old baby and I booked to travel with Aer Lingus on 12/17/2022 from ******, ** to *****************. At arrival our luggage was not the baggage claim. We searched for a Aer Lingus representative to assist us, there was no one available. We spoke with staff at the ***************** who informed us that we would need to file a missing bag claim with Swissport (the ********* missing baggage claim site). We did this and then called Aer Lingus who informed us that all we could do is file a missing bag claim through the website. The website provided a link to trace our bag, however it generates no results it says "TRACING CONTINUES. PLEASE CHECK BACK LATER". There was no way that we could track it and told us we could expect a call back within a day. The following day we drove back to the airport and were told that our luggage had not arrived. Furthermore Aer Lingus were identified as the worst airline that consistently loses passenger luggage and provides no help. Our suitcase contained our essentials for our six month old baby, as well as Christmas presents and all of our essential clothes and belongings for the trip. We have been left with nothing. No one has contacted us and there is no way to know if our suitcase is permanently lost or if they working on getting it to us.

  Customer Answer

  Date: 01/13/2023

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

• Initial Complaint

  Date:12/11/2022

  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 tickets with Alaska airlines and aer lingus for flights from ********* to ****** via ******* and back. I was told because these were partner airlines our bags could be checked all the way through for our flights On the way out AA charged us for baggage and booked us through to ******. In the way back the Aer Lingus agent said she couldnt book our bags through bc she could not find the Alaska airlines flight. We were charged 150 euros. I asked for our bags to be checked through and she said she could not. The agent was rude. She made no effort to fix the situation. She said this wasnt america and her country wasnt sophisticated enough to figure out how to check bags through and made comments about Americans being rich and being able to afford to bag the baggage fee. Of course when we arrived in ******* we were then charged a second time by Alaska Airlines. I only booked these tickets because they were partner airlines and booking through the bags was a concern (we were traveling with outdoor recreational gear). Alaska airlines is saying this was aer lingus mistake. Ive filed BBB complaints against both airlines. I shouldnt have to pay the baggage fee twice after being directly told that I would not have to do that when I booked the ticket and when Checked in for the first flight.

  Customer Answer

  Date: 01/06/2023

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

• Initial Complaint

  Date:12/09/2022

  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 charged me a $79.99 checked bag fee on 9/21/22. This fee was incorrect because a checked bag was already included on the reservation. They then stated they would refund the fee.Almost 3 months later, they have not refunded it. I called them and they refused to give me an email or phone number to contact the refunds team to handle the case.My case number with Aer Lingus is *******. The flight confirmation number is ******.

• Initial Complaint

  Date:12/06/2022

  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.

  False claims on website:I purchased a one way ticket on Dec 2, and then cancelled it on Dec 3 because a travel agent had booked a roundtrip ticket for the same passenger. At 9:33 AM EST on Dec 3, I cancelled the flight this was almost 9 hours before the flight took off at 5:36 PM EST. According to the website of Aer Lingus, you can cancel and get a refund for Flex tickets up to two hours before the flight. This my cancel request was in line with the rules.The cancellation was not honoured and the agent at the counter permitted the passenger to check in on the cancelled ticket. When I requested a refund, the customer service refused because the ticket was used even though I had requested the cancellation. The agent confirmed my cancellation request was timely and that the computer system had not updated in time to ensure the passenger flew on the new ticket booked by the travel agent. Aer Lingus is making false claims on its website re cancellations and refunds.*******