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:09/20/2022

  Type:Sales and Advertising 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.

  Following payment over the phone for reservations 9/13/22, my credit card informations was stolen and used in *****. Several of my friends who also made reservations over the phone had the same issue afterwards.

• Initial Complaint

  Date:09/20/2022

  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 purchased flights to ****** in Sept 2019 for a trip May 2020. Our flights were cancelled due to the ******19 pandemic and we were told we could ONLY receive a travel voucher, no refunds were being processed. We applied for the voucher as soon as our flight had been cancelled on May 1 2020. Here we are nearly 2.5 years later, still NO VOUCHER. I've called so many times and keep getting the run around. I've been told that a voucher cannot be issued in ******** dollars and now I will be receiving a refund. I've been told to be patient, as if waiting over two years hasn't been patient enough. I've been told my flight isn't eligible for a voucher because I didn't purchase a refundable ticket, although ALL cancelled flights are eligible. My call has been dropped numerous times after waiting an hour or more, before I've even had the opportunity to speak with an agent. I've been told to wait a week and call back. Another week and call back. Call back in two weeks. A refund will be automatically applied to my credit card in a weeks time. My case has to be sent to ****** for review. I've been told there are no supervisors available to speak to. I'm being SCAMMED. This airline has flat out stolen my money.

• Initial Complaint

  Date:09/15/2022

  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 8/5/22 I sent an email to Aer Lingus asking for a refund for expenses and damages due to lost luggage.Suitcase and ****** were checked and lost at *** on 7/11/22. Suitcase was returned to our residence in ************, ** on 7/30/22 and ****** wasn't returned until 8/10/22.We received a reimbursement for a few clothing items totaling $202 and not for the following:replacement ****** $129.99 cost of checking a bag on 3 flight segments (see reference number ****** and 2SJ53F) = $90 cost of flight from ****** to ** on Aug 2nd (we canceled it because we needed to return early due our luggage and ****** being lost and health was deteriorating) = $736.36 (we weren't able to change our changeable tickets because there weren't any seats available so we purchased new tickets. While I realize these are nonrefundable tickets, under the circumstances, we feel we are entitled to a refund, and we are too old (age 82 and 84) to fly anymore so a credit is not acceptable. Had our luggage and ****** not been lost we would have been more mobile and been able to stick with our original plans. I can get a note from our doctor if necessary to validate that being immobile caused my physical health to deteriorate.

  Customer Answer

  Date: 10/11/2022

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

• Initial Complaint

  Date:09/05/2022

  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 purchased a roundtrip ticket from ******** to ********* directly from Aer Lingus. The travel dates were Feb 20th, 2022 to May 20th, 2022 with layovers in Ireland on the departure and return trips.Aer Lingus changed my itinerary so that I had a six hour layover time in Ireland and due to delays it ended up being an 8 hour layover during which time I couldn't purchase food or rest comfortably.When attempting to get information from Aer Lingus about covid testing for the return flight I was provided with confusing and inaccurate information. I had a Certificate of Recovery but was told that would not suffice and informed I had to get tested less than 24 hour before the flight which was not possible. I made changes to my the flight thinking the Certificate of Recovery was not adequate and was assessed a $127 fee for doing so. After some research outside of Aer Lingus I was informed that the Certificate of Recovery was adequate and I made the change for no reason based on bad information.On the return trip Aer Lingus had only two employees at the ticket desk due to staffing shortages which resulted in long wait times. Additional delays caused the flight to arrive late in Ireland which allowed for only a few minutes to clear customs and rush to the connecting flight. Again no chance to buy food or rest comfortably.All in all an unpleasant travel experience with an uneccessary and inconvenient fee to change my return itinerary.I am preparing for another trip to Europe and called Aer Lingus customer support today (Sept. 9, 2022) and spoke with *******. Explained the situation and in the inconveniences and received a response of "Sorry but you already paid the fee and took the flight, nothing we can do."I'd like the itinerary change fee to be refunded given the multiple issues I experienced while traveling with Aer Lingus.

  Customer Answer

  Date: 10/05/2022

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

• Initial Complaint

  Date:09/05/2022

  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 double charged me because their website is broken.Timeline:- 5/21 2:25PM: Booked flight with final destination in *** - 5/21 - 5/22: Attempted to change final destination to *** (Aer lingus advertises destination change on their website) but it was not working. Called Aer Lingus and was on hold for hours and was hung up on without talking to anybody.- 5/22 9:03am: Filed a complaint about website not working to change final destination to *************. Case number ******* - 5/22 9:27am: Booked another flight with final destination ***, hoping that Aer Lingus would honor their own advertising and refund my first ticket."If your booking was made on *************, you can change the travel dates, times, destination or upgrade your fare type via our Manage Trip facility." - ********************************************************I followed the instructions to change my flight destination and saw that it wasnt working. I am a web developer by profession and am 100% confident that this was an issue with the website and not with me. I also booked all flights on *************.The other option is to contact us in order to make the required changes. I did this and waited on hold on two separate occasions for 3-4 hours and got hung up on both times before talking to anybody.I assumed Aer Lingus would do the right thing so I bought another full ticket with the correct destination hoping that they would honor their own policies. Why would I buy 2 full flights to amsterdam for the same days? If the change destination feature was working, you would assume that I would have just changed the destination.This means that unless Aer Lingus is falsely advertising functionality, I should receive a full refund for the ticket I did not use

  Customer Answer

  Date: 10/03/2022

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

• Initial Complaint

  Date:09/05/2022

  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.

  Aer Lingus cancelled one leg of the flight I was booked on, with my two minor children, on July 10. I was supposed to fly Washington-****** with layover in ******. ******-****** flight (EI 642, July 10) was cancelled. Aer Lingus did not send an email or a text, or placed a phone call to me, informing me of the cancellation. Instead, they sent me an email on July 8 stating my flight was disrupted and asking me to contact them. On July 9, I called the operator who informed me verbally the flight was cancelled. Flight Aware and other public info proves the flight was cancelled. The operator rebooked us on a *************** flight, which involved a 10-hour overnight layover in ******. I asked for a voucher for a hotel, since I was traveling with a 4-year old. The operator told me to file a claim.On July 24, I filed a claim for a hotel room and transport to and from airport, which Aer Lingus is legally responsible for ********************************************************** Aer Lingus ignored my claim until I filed another complaint two days ago. In the last few days, I received four emails from their ****************************************** in which I was informed I voluntarily changed my flight and that the flight in question was never cancelled. It appears Aer Lingus engaged in a deceptive practice of sending emails to customers informing them their flights were disrupted and forcing them to either contact Aer Lingus or show up at the airport, instead of directly informing passengers their flights were cancelled because cancelled flights trigger obligations. I am considering actions under US consumer protection statutes because such behavior should be allowed here. I would like BBB help in getting refund for a hotel room I had to book at ******** ($395.96) plus taxis to and from hotel (***** British pounds on July 10 and ***** British pounds on July 11). All the receipts were submitted to Aer Lingus under Case *******).

  Customer Answer

  Date: 09/26/2022

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