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:10/22/2022

  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.

  Flew on Aer Lingus and had my baggage damaged, one wheel and part of the hard side of the case is broken off and arrived next to the luggage on the baggage carousel, repair shop verbally told me it can't be repaired. I keep getting the runaround from Aer Lingus and all I want is compensation for my luggage as it is now unusable. I told them after quite a few emails/Aer Lingus form-type email that I will be contacting you.

  Customer Answer

  Date: 11/16/2022

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

• Initial Complaint

  Date:10/20/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the worst airline I have ever been on!!! Was delayed leaving for about an hour and there circling in the air waiting to land for about another 30 mins. Informed attendant that we had a connecting flight and de-boarding as soon as the plane lands so that we may make that connection from terminal 2 to terminal 5 (in ****** this requires a bus ride and re passport check and inspection) she said I have enough time and if not worse comes to worse british airlines out next connection would take care of it and put us ** in a hotel if need been. This was a complete lie aer lingus does not have a contract with British airlines yet. Had to be rebooked for 5 hrs later. Called aer lingus customer service who proceeded to say that it was my fault that I missed my flight. This is a worthless airline all around from customer service online to in-person.

• Initial Complaint

  Date:10/14/2022

  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.

  Im in my 20s and this was my FIRST experience traveling out of the country. Thanks to Aer Lingus it was among the most stressful trips I have ever taken and I absolutely refuse to fly with them again. From selling my ticket to Alaska Airlines, causing issues for my fianc to board, the narrow seats that fit half a person, my lost luggage for 5 days and no effort or reimbursement - absolutely nothing from Aer Lingus to make up for it. I seriously cant believe this airline is still up and going. I have spoken with them over the past month to get reimbursed for my expenses of lost luggage they said was their fault several times. Every time I talk to someone they are rude and interrupt me several times. I can not believe how much this airline has stressed me out and all I can say is fly with ANYONE else. Absolutely any other airline. Aer Lingus has done nothing for me but give me stress my entire vacation and now a month after.

  Customer Answer

  Date: 11/12/2022

  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]

   They say they are still working on it and no managers is available to speak with 

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:10/12/2022

  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 booked two airline tickets from ******* to ****** for July 2022. Our trip was motivated by a training I needed to deliver in Cork for 3 days, and my husband was going to join me. Two weeks before the trip, without consulting us, Aer Lingus changed our flight to arrive the day after my training started, which is unacceptable. In calling them, the only workable option was to arrive earlier, but our childcare in the USA couldn't accommodate the change dictated by Aer Lingus. I asked Aer Lingus if this was an instance in which a refund for my husband's ticket would be honored and they confirmed it would be since they initiated the change in flight. Hearing this, I subsequently canceled his ticket. They initially said I would receive a refund within 30 days, it has now been 4 months. I have called approximately 10 times and have been told a different story each time. On September 17th they told me a refund of $2763.14 was issued on September 15th and that it would hit my bank account in 14 days. I spoke with them today (Oct 12th) and they said they didn't know why it hadn't processed but they would try again. I have asked every time for an email confirming our conversation and their plan but have not ever received email documentation. When I have asked to speak to a manager they put me on hold and then hang up on me. I could pull down the specific number of times that I have called them (based on phone records), and length of time they have wasted for me. I have currently been on hold for 56 min while they try to process the refund yet again, but to no avail.

  Customer Answer

  Date: 11/06/2022

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

• Initial Complaint

  Date:10/10/2022

  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 flew with Aer Lingus in July from ****** to Naples, *****, where the airline lost my baggage and turned it into me 5 days into my trip. I filed a complaint straight away; it has been 4 months and I have STILL not received a refund for all my expenses incurred on account of Aer Lingus' irresponsibility. I want my refund NOW.

  Customer Answer

  Date: 11/04/2022

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

• Initial Complaint

  Date:10/07/2022

  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.

  On October 1st I had a flight scheduled from ********* to ****** and then a ****** to ***. Our first flight was delayed to allow for more passengers to make it through security. At that time in Amsterdam mine and my sisters luggage was checked in and we received luggage tags. Since our first flight was delayed we were not able to get our connecting flight. Another flight was scheduled the following after, 24 hours later. We were told our luggage would be at our final destination. On October 2nd, our flight landed in *** (***********) and our luggage was not there. We were told to file a claim with our tags we received for our checked bags at the airport. We did accordingly and did not hear anything for a few days. On Wednesday, October 5th, my sisters luggage was delivered to my home and my luggage was delivered to hers. We called Aer lingus that day and they said they would contact ***** to pick up the bags. He then suggested I go pick up my bags at my sisters house, and I explained it was a 10 hour round trip. They said that ***** would pick it up. Today, Friday, October 6th, we called Aer Lingus again and was told it was the delivery companies fault (not the airlines) and they could not print a new label for us because the airline would have to call us to verify the information but that I would be a priority since we called in again and reminded them about the bags being delivered to the wrong address. Our claims were filed correctly with our addresses, bag descriptions, and tag information. A refund was requested for the additional time we paid to park at the airport as well as the cost of the additional fare we paid to check our bags in the first place. They told me I could not request the refund and would have to fill out another form. It is now been almost a week without our bags. Aer lingus has not contacted myself or my sister about this. Each time we had to initiate contact and have had no resolution.

  Customer Answer

  Date: 11/01/2022

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

• Initial Complaint

  Date:10/04/2022

  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 booked a trip through ****** that included a flight for myself and my son ****** from ****** to ****** on Aer Lingus on June 26, 2022, a 4-night hotel stay at the ************************ in ****** and a return flight also on Aer Lingus from ****** to ****** on June 30, 2022. The point of contention is that return flight on June 30th. That day, we arrived at the ************** well over two hours before flight time but the automated kiosks would not issue our boarding passes even with all of the required information. A rep from Aer Lingus instructed us to wait in line for the check in counter. We waited through that very long line, made longer by staffing shortages by Aer Lingus. Upon presenting our info at the counter, the Aer Lingus rep indicated that our flight was overbooked and we would have to find another flight. I showed her my phone and the open flight booking on ****** and asked her if I should purchase that. She said yes, do that, and then go wait in the separate customer service line to get a refund on my overbooked flight. I then waited in the customer service line and was told by the ******************** rep there that he could only refund bookings made through Aer Lingus and would have to request a refund through ******. That day, I spent an hour on the phone with ****** and given case #*********. Three months and numerous follow up calls and case numbers with ****** later, there is still no foreseeable resolution. Every time I call, ****** collects the itinerary information (which is #**************), they place me on hold, either call or email the Aer Lingus office in ******** and tell me to wait x amount of business days to get an answer. It is clear that Aer Lingus and ****** are waiting for me to stop pursuing this but they misguided me into paying twice for the same flight and will not provide a reasonable refund. As such, I feel I have been forced to submit this BBB complaint. Total cost on itinerary was $5,324, no breakdown on flights and hotel.

  Customer Answer

  Date: 10/29/2022

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

• Initial Complaint

  Date:09/29/2022

  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.

  Flight from *** to DUB to MAN on 9/12/22 for a 10 day trip to *******. Two luggages and a stroller was checked in a the desk 4 hours before departure.None of the bags were loaded onto the aircraft and was missing for the entire trip.Baby food, clothes, baby essentials items,medical devices and medications were not present. I spent the entire trip scrambling across town in a foreign country getting food supplies,medications, clothes, luggages and contacting the airline, baggage tracing, reimbursement department and escalation hotline. 27 emails, 12 social media messages, 16 international calls, received the same vague responses, we'll get back to you. Automated email responses were involved with no human interactions. No accountability, no ownership, no one is willing to perform their job duties to track luggages, arrange shipment and provide clear information on reimbursement. Not only the initial flight cost was wasted, I incurred additional out of pocket expenses to damage control the lost of baby essential items and medications, taxi, stroller, hygiene essentials and clothes. On 9/22/22, coming back home from the trip, I wasted the trip, the flight cost, out of pocket and my baby's items. Not one single employee helps nor willing to help. If there's still justice, Aer Lingus must be held accountable and pay the maximum amount according to the Montreal Convention $1666 per passenger (3 total) for all the expenses incurred plus a full refund on the flights $2503.09

• Initial Complaint

  Date:09/26/2022

  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 7/23/22 I prepaid baggage fees in the amount of $234.97 for Aer Lingus flight 114 from ************ to ******. The flight was cancelled and I booked a flight with American Airlines that did not require additional baggage fees. I contacted Aer Lingus about reimbursement of the baggage fees that were paid, but not needed since they cancelled the flight. They have declined my request to reimburse the baggage fees.

  Customer Answer

  Date: 10/22/2022

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

• Initial Complaint

  Date:09/21/2022

  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.

  Case reference *******. Flight EI471 June 26, 2022.On June 26th Aer Lingus cancelled my flight from ***** ******* and said a crew member was sick, I should call later in the week to book a flight. I was never re scheduled and never contacted. I booked a flight on my own to *******, home due to the fact that the only other flight was booked on June 29, 2022 from Split to ****** and I would miss my flight from ****** to *******. I called and no one answered, due to high call volume and not enough staff, I chatted on website and never answered for over two hours. Aer Lingus says they will not pay my flight from Split to ******* because it is a flight with a non affiliated air line. I was stranded in ******* and I had to be at work on Thurs June 30th. I have not received any consideration for the fact that Aer Lingus can strand a person in a different country and not contact them.

  Customer Answer

  Date: 10/16/2022

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