Airlines
Aer LingusHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Airlines.
Complaints
This profile includes complaints for Aer Lingus's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 199 total complaints in the last 3 years.
- 71 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/08/2024
Type:Product IssuesStatus: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 09/05/2024, my flight from *** to DUB with a scheduled departure time of 20:05 was cancelled. On 09/05/2024 at 22:11, I received communication from Aer Lingus stating the flight was delayed and then cancelled due to "technical issues". On 09/05/2024 at 22:27, I was informed by Aer Lingus that I was rescheduled to a flight departing from *** to DUB on 09/06/2024 at 20:05. On 09/06/2024 at 06:42, I received communication from Aer Lingus stating this flight was also cancelled due to ongoing technical issues. I filed a compensation request for the 09/05/2024 flight cancellation from *** to DUB. On 09/25/2024, I received communication from Aer Lingus stating that I am not eligible for compensation because the flight was cancelled to "adverse weather". This latest information contradicts previous messaging from Aer Lingus. On 09/25/2024, I submitted a complaint form with the attached document. As of 10/08/2024, I have not heard back from them. I am requesting that this is rectified and I am compensated **R 600 for each flight cancellation as per ** Regulation 261/2004.Initial Complaint
Date:10/08/2024
Type:Product IssuesStatus: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 09/05/2024, my flight from *** to DUB with a scheduled departure time of 20:05 was cancelled. On 09/05/2024 at 22:11, I received communication from Aer Lingus stating the flight was delayed and then cancelled due to "technical issues". On 09/05/2024 at 22:27, I was informed by Aer Lingus that I was rescheduled to a flight departing from *** to DUB on 09/06/2024 at 20:05. On 09/06/2024 at 06:42, I received communication from Aer Lingus stating this flight was also cancelled due to ongoing technical issues. I filed a compensation request for the 09/05/2024 flight cancellation from *** to DUB. On 09/25/2024, I received communication from Aer Lingus stating that I am not eligible for compensation because the flight was cancelled to "adverse weather". This latest information contradicts previous messaging from Aer Lingus. On 09/25/2024, I submitted a complaint form with the attached document. As of 10/08/2024, I have not heard back from them. I am requesting that this is rectified and I am compensated **R 600 for each flight cancellation as per ** Regulation ********.Customer Answer
Date: 11/02/2024
Better Business Bureau:
At this time, I have not been contacted by Aer Lingus regarding complaint ID ********.
Sincerely,
***** ****Initial Complaint
Date:10/08/2024
Type:Service or Repair IssuesStatus: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 09/05/2024, my flight from *** to DUB with a scheduled departure time of 20:05 was cancelled. On 09/05/2024 at 22:11, I received communication from Aer Lingus stating the flight was delayed and then cancelled due to "technical issues". On 09/05/2024 at 22:27, I was informed by Aer Lingus that I was rescheduled to a flight departing from *** to DUB on 09/06/2024 at 20:05. On 09/06/2024 at 06:42, I received communication from Aer Lingus stating this flight was also cancelled due to ongoing technical issues. I filed a compensation request for the 09/05/2024 flight cancellation from *** to DUB. On 09/25/2024, I received communication from Aer Lingus stating that I am not eligible for compensation because the flight was cancelled to "adverse weather". This latest information contradicts previous messaging from Aer Lingus. On 09/25/2024, I submitted a complaint form with the attached document. As of 10/08/2024, I have not heard back from them. I am requesting that this is rectified and I am compensated *** *** for each flight cancellation as per ** Regulation *********Customer Answer
Date: 11/02/2024
Better Business Bureau:
At this time, I have not been contacted by Aer Lingus regarding complaint ID ********.
Sincerely,
***** *****Initial Complaint
Date:09/25/2024
Type:Service or Repair IssuesStatus: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.
Had a flight with aer lingus in June 2024. Fly out of ********************** and was supposed to return to **********************. Return flight was cancelled the night before and I had to contact aer lingus to try and find a return flight. Aer lingus could only provide a flight to ***********, which is in a different state. My car was also parked at ******* during the trip so I had to travel from *** to ******* to get my car back.Aer lingus approved of a $650 refund due to these events as shown in attached document. The money was never delivered. I have since contacted them five times and every time they tell me theres a technical error and that the money will now be sent and that it should appear in 5 business days. Im seeking my refund of $650 as owed to me.Initial Complaint
Date:09/12/2024
Type:Product IssuesStatus: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 booked for flight El0136 on Saturday, August 24. The flight initially was delayed six hours which was understandable, however it was nothing but confusion after that. There was conflicting information on the display screens regarding which terminal the flight was actually departing from. It was changing between terminals E and C and Aer Lingus employees were not helpful in determining which one was correct. As someone who has a difficult time standing and walking for long periods of time, this was very frustrating. About an hour after we were supposed to board, the flight was canceled. It was almost 1:00am and there was NO help from any Aer Lingus staff member regarding hotels or rebooking. I was told to book a hotel myself and I would be reimbursed. I paid over $550 for a last minute hotel, ********* to and from hotel, plus meals that I would have otherwise received for free on the flight or at my destination. I was just told I'm only receiving back $199. I explained to staff my medical condition was worsening and received no help. On top of this, when I went back for my rebooked flight the following day, my luggage did not arrive with me at my destination. I spent another $107 on getting emergency clothing because by this point I had been wearing the same clothes for three days. I don't understand how this happened because on the last flight we were shuttled on the apron to the plane itself and I could clearly see my suitcase on the trolley. I was told the plane wasn't big enough. Why would a business book a plane to accommodate people knowing they don't have enough space for their luggage? I missed 2.5 days of a 6 day trip visiting family and missed the most important event I was there for and due to spending nearly $700 right away, I missed out on other events I had planned due to no longer affording them. Dealing with Aer Lingus directly is a nightmare. I am being told to expect a response within three weeks but need this financial matter settled ****.Customer Answer
Date: 10/07/2024
Better Business Bureau:
At this time, I have not been contacted by Aer Lingus regarding complaint ID ********.I have even tried multiple times to reach out to them again with no resolution.
Sincerely,
**** ******Initial Complaint
Date:09/11/2024
Type:Service or Repair IssuesStatus: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 travelled July 15th and incurred significant damage to my suitcase. I have submitted a claim with pictures and descriptions of the damage shortly after my arrival to my home destination. I have sought support/updates from this company through the only mentioned avenue, WhatsApp without success. It has been 2 months and I am not able to use the suitcase properly due to where the damage is. I need to be reimbursed for the suitcase and the baggage fee I paid while traveling.Customer Answer
Date: 10/06/2024
Better Business Bureau:
At this time, I have not been contacted by Aer Lingus regarding complaint ID ********.
Sincerely,
******** ***Initial Complaint
Date:08/16/2024
Type:Product IssuesStatus: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.
In June of this this year my family and I flew with Aerlingus to ********, booked months in advance. A month before the trip, we got a notification that our flight aircraft was changed to a larger plane. Upon viewing, all of our seat were moved across the plane and separated. As a family traveling over 10 hours we needed to be seated together and we paid the original seating pricing to do so. When I called to get our seats moved back next to each other, I was charged an additional $318.00 to move the seats back to the original positions. I have been contacting them for months since the charge and keep getting told that it will be processed in 7-10 business days with no resolution. When my father in law called to change his seat next to us he wasnt charged a single dollar. It is not our fault your company changed the plane and moved our seats resulting in a ridiculous amount to move them back to each other. I have been trying to get a refund for this since May, and keep getting told to wait another couple business days.Initial Complaint
Date:08/09/2024
Type:Customer Service IssuesStatus: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 have never considered filing a complaint before but our experience with Aer Lingus has been terrible. The inability to get help, the lack of communication, and rude interactions has been unacceptable. First, we were delayed and stuck in ****** which I know happens. Two of our bags were lost and we found it impossible to get help. I was told to go online but was not able to file a claim since we had not reached our final destination. I called over a dozen times, left messages, and never a return call. We finally got someone who was not helpful. We called back and I was trying to be kind but again, not helpful, my daughter got on the phone and was very upset. Finally, the gentleman helped us. She called back again, with a question about our rescheduled flight, and the woman hung up on her. We are now 6 days from losing our bags, my daughter's bag was delivered today but mine was not. I tried to call 4 times and again got voicemail, I tried to send emails the past few days regarding an update and got no response, and I have no idea if I am going to get my bag back. I tried to be kind and respectful with the people on the phone and it got me NOWHERE! I understand that these things happen, and it is not the person on the phone's fault, but the lack of assistance is absolutely unacceptable. In addition, our flight from ****** to ****** was terrible. We had to make a stop in **** to "refuel" and were told that it would be quick. After waiting on the runway for 2 hours we finally were able to take off, there was no explanation, and my daughter had to use the restroom during the 2 hour wait. She tried to get up and was told to sit back down by the flight attendants that used the bathroom, at least once, while we were sitting for the 2 hours. They also spilled a coke all over my other child's lap, no apology AND made us pay for it. Just unacceptable treatment across the board. I would like them to find my bag and reimburse me for this horrible trip.Customer Answer
Date: 09/03/2024
Better Business Bureau:
At this time, I have not been contacted by Aer Lingus regarding complaint ID ********. I did get my bag but have not heard from them regarding my complaint.
Sincerely,
*************************Initial Complaint
Date:07/19/2024
Type:Product IssuesStatus: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 cancelled. We asked for a cash refund. the company is refusing.Initial Complaint
Date:07/18/2024
Type:Product IssuesStatus: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.
Booked a flight in Jan 2024. For June 26 2024 Aer Lingus strike happpend on June 26 2024.I rescheduled my flight from June 26 2024 to June 25 2024 to avoid the strike.I spent 2 hours on hold.I was told by an Aer Lingus rep that rescheduling my flight would cost **** was changed $221 to reschedule my flight.Seeking a refund of $221.Customer Answer
Date: 07/23/2024
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,
*************************
Aer Lingus is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.