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:12/06/2022

  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.

  Hi,I write regarding a complaint with air carrier Aer Lingus.First, I want to share that we are happy customers with Aer Lingus. My husband is ************* am ********. We reside in *** and fly back and forth to ******* to visit family via Aer Lingus. It is - currently - the only carrier that goes to his hometown of **********, *******. Their service has been impeccable -- until our last trip this summer, in July.I filed a claim with them in early August -- no resolution has been made. And in fact, I've been told they won't do anything for us. You can see the full story in detail (and what we're asking for as a resolution) in the attachment. If it were something on our side where we were at fault, ok, but we deserve at bare minimum a credit for the full value we've stated [losses] as an air credit. We don't want to consider traveling by other carriers, we love Aer Lingus, but we really want them to own up to a wrong and make it right for loyal customers. It's not so much the lot money but our time with our family that we can't get back. Traveling anywhere with a child is difficult but we had to make the trip from our home - ***, through security -- TWICE. Not to mention we had a **** on the other side of the pond who - when she found out - was worried and sad that she'd miss precious time with her grandchild. I'm beyond thrilled that we made it to ******* safely via Aer Lingus but in this instance it's just not good enough to say 'we don't cover it' when the issues / lost monies originated at a fault with THEIR plane. I lost my job this year and we don't have extra money to toss, I would appreciate it if an air credit were given to us for the value stated so we can all move on.Thank you for your support with this claim, BBB.

  Customer Answer

  Date: 01/04/2023

  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:11/29/2022

  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.

  I was due to fly ******* to ********** ** nov 8. We had to an emergency landing in ************* **. And had to disembark. 2 hours later we get notification to leave terminal coaches were waiting to take us back to ******* **. No correspondence from aerlingus. Hotel was provided. I live in ******* so went home after I rebooked another flight. When I tried to confirm the reservation few hours later.. nothing was booked. The operator kept telling me the flight was on to ** I had booked through expedia and fought on nt behalf to get some resolution. I was then told no reservation and a coach was going to ***** to fly from there. I received zero notification. Zero. The *************** was closing nov 9 thru 11 as hurricane ****** was coming. I am so upset with how they have just washed their hands of my money. Expedia were able to get me my refund on my return flight. I have incurred lost expenses from connecting flights also..** to ******.I have called..written yo *****************..the director. Again zero response. I ask for a refund of my outgoing flight 340$ and again no response

• Initial Complaint

  Date:11/23/2022

  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.

  We are trying to access our booking and the online chat, phone line and email is not helping at all. We have supplied all information they request. We have been told we have flight changes and have not been advised of these. We would like to know when to turn up to the airport to make the flights. Booking Reference:******

  Business Response

  Date: 12/13/2022

  I appreciate the opportunity to respond to your complaint.  Please accept my sincere apologies for the issues you have experienced managing your booking online.  I am disheartened to hear that you have not received the schedule change information, that was sent to the email address on file.   I do see that you have since updated your email address in the booking.  Due to data privacy protection, I will be sending you a separate letter via email, directly from Aer Lingus.  Thank you. 

• Initial Complaint

  Date:11/18/2022

  Type:Delivery 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 my flight back home to ******* after being at the frontlines of ******* for 3 months Excited to be alive and to be going home Precious letters from ********* families in my suitcases as it contained 3 x lvl 4 body armor, lvl 3 helmet, tactical gloves, June 8th was meant to be the day I got to be home with my family Aer lingus had other plans I informed the airline staff that it contained body armour which is required by law, Just before boarding I was informed that my suitcases were nowhere to be found. LEGALLY I AM REQUIRED TO KNOW WHERE MY BODY ARMOR IS AT ALL TIMES!!!I informed border force and we were running around ***************** looking for it Nowhere to be seen I ultimately missed my flight and border force informed me that its most likely in baggage area under suitcases and will eventually get to me as they also informed Aer lingus staff that military equipment is no.1 priority as this could get me blacklisted from ** and ** I ultimately booked a flight with delta costing $1900 I was exhausted, suffering from the horrors of war and now facing prison time because of this Aer lingus was informed that day 3 suitcases containing military equipment was in these bags I got 1 suitcase back ONLY BECAUSE I FLEW BACK TO ********* AFTER POLICE TOLD ME I HAD TO RETURN AS THEY FOUND A SUITCASE BUT IT DID NOT CONTAIN BODY ARMOR I was interrogated by border force and police I was labelled a terrorist

  Customer Answer

  Date: 12/13/2022

  At this time, I have been contacted directly by Aer Lingus regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Aer lingus is refusing to reimburse me and take accountability for putting me in a life threatening situation because of their mistake. This mistake could cost me my green card and immigration status and possibly jail time simply for their mistake. all of the suffering they have caused for me and my ********* brothers/sisters at the front due to happily losing legal military equipment in ***** ***** and ***** had cost thousands upon thousands of dollars and possibly lives killed because the equipment was meant to save lives, not put money in the pockets of Aer Lingus. 
  

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:11/17/2022

  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 husband and I booked flights from ***************** (***) airport to Naples, ***** with connection in ****** on flight EI0116 departing *** at 17:10, scheduled to arrive at ****** at 5:05am. Booking reference is ******. The flight from *** was severely delayed, but maybe a couple of hours which caused us to miss connecting flight from ****** to Naples. We had to exit the secured area of ****** area to obtain luggage and my husband's luggage did not come off flight with us. There were no more flights from ****** to Naples for at least 2-3 days. Our only option was to wait several hours for a flight to ****, stay overnight, and then take a train (all of this at our own expense) to Naples the next day. We had no other choice, as we have non-refundable travel plans in Naples and other cities in *****. With the cost of trains, hotels, taxis, food, and my husband needing fresh clothes to wear, we spent $400 plus we missed excursions and experiences and experiences horrible inconveniences which we estimate cost an additional $500. Aer lingus took over 3 months to finally respond to several inquiries, only to provide only $170 in reimbursement with no explanation. I have not been able to receive explanation or contact from the airline since October regarding this matter. Requesting at least an additional $230.

  Customer Answer

  Date: 12/12/2022

  At this time, I have been contacted directly by Aer Lingus regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   Aer Lingus sent an email on 11/23 (attached) which essentially repeated what they had sent in late October, with the $170 in remediation which does not cover the costs incurred. The email completely does not address my response to the original remedy, which states that the amount is insufficient. It also does not provide details regarding the security issue creating the delay. I was told by the agent in ****** in June that we would be reimbursed for all expenses incurred to get us to Naples. That has not happened to date.

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:11/11/2022

  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.

  We booked a flight from ******* to ********** for November 10th. The flight was cancelled and we were put onto a flight 48 hours later on November 12th. It is an 8-9 hour flight where myself and my wife wanted to sat together due to health reasons. On the original flight we were seated together and ensured this would happen before committing to the flight. On the rescheduled flight, Aer Lingus did not assign us seats so we immediately contacted them to ensure we were sat together. Aer Lingus then assigned us seats separated when we requested seat assignment together and refused to seat us together unless we paid for a seat upgrade. There were plenty of empty seats on the seating map where we could have been sat together. We then attempted to contact Aer Lingus support on 5 separate occasions to try rectify the issue. They refused to change the seats with varying excuses, some of them actually contradicting each other. They included support staff being unauthorized to change seats to us having to wait closer to the flight time to change them (this was on Nov 8th so more than 72 hours out) to then it being too close to flight time to be able to change them as it was within 72 hours. Aer Lingus made zero attempt to offer compensation for the cancelled flight / being delayed 48 hours. They then refused to seat us together despite us asking both before and after seat assignment. It is frankly ridiculous that they wanted us to pay to be seated together when we had previously been seated together and then they cancelled our original flight. The help (or there lack of) we received from every part of their customer support was atrocious. On the phone, on their website, through social media. It didn't matter, none of them were remotely helpful.

• Initial Complaint

  Date:11/09/2022

  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.

  I feel the incorrect amount has been refunded for our canceled reservation. On 7/13/2022 I reserved booking ref ****** direct from the Aer Lingus's website for $2,640.25 USD. This was for 2 people one-way airfare from ****** to ****** on 7/19. Three hours later and less than 24 hours from departure for this trip, I discovered I would now require round-trip tickets due to a major airline schedule change around **************** bookings. With limited availability for flights and departure in less than 12 hours I then purchased a round-trip ticket from the Aer Lingus using their website under booking ref ****** with travel date 7/14-7/19 for $5,731.54 USD. This second booking included flights from ****** to ****** and then the same flights returning home from ****** to ****** which were included in booking ref ****** hours earlier.I was unable to use Aer Lingus's website to modify flights under ****** to change the reservation to include the arriving flights I needed. Furthermore, I was unable to reach the airline's customer service to coordinate this reservation change given our departure date was imminent. I have learned from their customer service since that they cannot modify a reservation when changing from a one-way to a round-trip. With the new round-trip reservation and because I no longer required the tickets under booking ref ****** the first reservation would need to be canceled. I used the cancelation form on the Air Lines website creating case ******* within 24 hours of purchase, in fact, within 3 hours or purchase. Without capability to modify the reservation with website or with customer service I had no way to resolve the booking change and feel entitled that the airline should refund the remainder.Of the $2,640.25 USD paid (******* GBP) for booking ref ****** Aer Lingus has only refunded $586.88 USD (****** GBP) for government taxes on 7/26. The un-refunded amount of $2,053.37 USD (******* GBP) is what I would like Aer Lingus to provide.

  Customer Answer

  Date: 12/05/2022

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

• Initial Complaint

  Date:11/05/2022

  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 called Aer Lingus to cancel my flight reservation because I came down with Covid. They told me I had to give them $250 to cancel. I was very upset because I acquired the insurance and they told me the insurance does not cover the airplane ticket. He said I had 24 hours to reschedule or I had to pay the $250 to get my airplane ticket back so basically I lose $250 because I have Covid. Which I couldve given everybody in the airplane covid if I flew.I told him I didnt think that was right. Im sick and I have 24 hours to reschedule the flight or I lose $250 I really dont understand this line of business

• Initial Complaint

  Date:10/30/2022

  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.

  On September 5th, I booked a flight through Aer Lingus for travel on September 8th. The flight was to take off from ********************************** at 9pm on 9/8 to ******. They announced at the gate that the flight was overbooked and that they were offering a $700.00 check to any passengers willing to change their flight. I had some flexibility in my travel, so I agreed to change my flight on that offer. They put me on a flight through American Airlines at 10:54pm to ******. We were held at our original Aer Lingus gate waiting for checks for about 20 minutes after the flight finished boarding, but were advised to go to the American gate and that they would send that person to meet us there (there were 5 of us total that took this "deal" and 3 of those needed to go collect their baggage and re-check it through American). Nobody met us at the American gate. I filed a case with Aer Lingus through their website on 9/9 and to date have received no response from them. I tweeted to Aer Lingus multiple times in the past month and kept being told that someone would be reaching out, which has not happened.

  Customer Answer

  Date: 11/23/2022

  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:10/24/2022

  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.

  Dear Aer Lingus, Case number: ******* Booking Reference: ****** I authorized a transaction to Aer Lingus, but Aer Lingus has issued additional charges without my authorization. Please find information about the transactions below: Merchant name: Aer Lingus Amount of original, authorized transaction: ****** Amount of non-authorized transaction: 1805.30 (2x ******)Date & time of original, authorized transaction: 29/08/2022 at 23:13 (CET)Date & time of non-authorized transaction: 02/09/2022 at 22:51 (CET)Date & time of non-authorized transaction: 02/09/2022 at 22:55 (CET)Please return the funds to my account, or I will be forced to file a chargeback with my bank and initiate a complaint to the police/authorities.

  Customer Answer

  Date: 11/18/2022

  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,
  
  ***********************************