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:06/08/2024

  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.

  Aer Lingus canceled the wrong flight on me. I had booked flights from *** to ****** and then ****** to *****. I wanted them to cancel the flight from ****** t ***** but they canceled the flight from *** to ******. I then was required to book a new flight and was promised that I would be refunded the full amount of my second booking and that I wouldn't be paying more than I paid for my original flight that I booked. The refund they issued was not the full amount and they still owe almost $1000 dollars. I paid $2399.56 to book new flights and was refunded $1720.38, so they owe me $679.18 from my second flights that I had to book. They also owe me approx. $330 from the original booking, flight ****** to ***** that I requested the refund for. I have emails with their customer service confirming that the flight from ****** to ***** was the one what was supposed to be canceled. They admitted to me on the phone that this was their fault.

  Customer Answer

  Date: 07/03/2024

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

• Initial Complaint

  Date:06/06/2024

  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.

  Aer Lingus (AL) did not send my luggage with my flight causing a delay and losing my luggage. My baggage should have arrived at *** with me on May 27th. It did not. After making the initial report at the airport on May 27 to AL, my bag was located by AL and sent on a American Airlines (AA) flight to BDL by way of ************. It arrived in ************ on May 28th. I was able to confirm this with AA as they called me about my bag since it is well marked. My bag has been sitting at the ******************** in AA's possession ever since, ten days. I have been calling AL everyday to check on the status and every day they tell me that the AL team in ************ is not responding and they will escalate it. Today is the 10th day that AL has failed to put my luggage on a flight to return it to me. They give no reason for the delay except AL in ************ is not responding to their communications. This delay is a pitiful demonstration of customer service. I would not trust my possessions to this airline again. My luggage contained aver $800 in my precious possessions, many of which cannot be easily replaced, including my one time certificate for having just completed walking the Camino.

• Initial Complaint

  Date:06/04/2024

  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 flying to ********* on 18 May 2024 to catch a cruise on Norwegian Cruise lines. Upon arrived in ********* my husbands luggage arrived, but according to my AirTag, my bag never made the flight from ******. I reported a delayed luggage claim and was assigned #**********. I was told by Aer Lingus my luggage would be forwarded to my next port as my cruise was departing that day. I never received my luggage. I was on the 9 day cruise without my clothing and medication while my luggage was missing. I was told it was finally found the day before my cruise ended 27 May 2024 and was forwarded to **************. At that time I request my bag be send to my home address or ************* and I would have to pick it up. As of today, 4 Jun 2024, I have still not received my luggage. I have been told it is being sent, but due to flight cancellation I havent received it. This whole experience has been a great inconvenience and caused a great amount of stress for me during what should have been a once in a lifetime vacation. Even now it is an inconvenience not having my belongings for the last 18 days.

• Initial Complaint

  Date:06/03/2024

  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 are due a refund of ******* USD from a cancelled flight according to correspondence received from Aer Lingus (attached)We have called multiple times and messaged via WhatsApp and have been told that our request is still in the queue and has not been assigned to an agent. Our last contact was May 21, 2024. As of the date of this complaint, it has been over 5 months since it was determined we were due a refund.

  Customer Answer

  Date: 07/01/2024

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

• Initial Complaint

  Date:05/31/2024

  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.

  My husband and I booked a flight last August for our honeymoon that was previously rescheduled due to Covid. Our booking ID was ******. Unbeknownst to us we needed to complete additional steps for the second payment to be completed. We learned this when we went to add our tsa precheck numbers. We received no notification of this via phone, email or mail and no notice that our reservation was being cancelled. We were not refunded what had been charged. Agents would not help us to book new tickets and would not find any resolution for us. Entire honeymoon now is being cancelled because we cannot leave tomorrow. Very very deceptive practices. Providing a booking confirmation number without actually having any sort of reserved flight.

• Initial Complaint

  Date:05/28/2024

  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.

  This airline is refusing to issue a cash refund, even thought, I am entitled to it - This is according to their own document provided on their website *********************************************************************** (they also provided a copy of the document at the airport in **************, and explained through a rep we can request the money back.) My flight from ****** to ****** was cancelled by the airline on May 12th after a 3-hour delay and not much explanation. After I submitted a request for a cash refund through their website, they sent me an email back on May 27th, trying to force me to take a voucher instead, which I don't want and didn't request. Also, the attached document states they have seven (7) days to issue the refund but it's been more than 2 weeks already. Called customer service twice and emailed the company once but this issue has not been resolved. Case Reference: ********

  Customer Answer

  Date: 06/22/2024

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

• Initial Complaint

  Date:05/22/2024

  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.

  In December, 2022 I canceled my husband's flight (*****************************) on Aer Lingus. I was issued a refund credit (see email - refund case ID *******) in the amount of EUR606.95. In the same email, it states "....we have processed a refund in the form of a voucher....A separate email will contain the pin number required to redeem the voucher." I never received a voucher number or a separate email with a pin number. Fast forward to April, 2024 when I need to use the voucher to book a flight, I contact Aer Lingus through their website, requesting the information & at first, get an automated response (see email 4-5-24), & then a second email requesting I tell them the voucher number/pin. I reply to the email stating I do not know the voucher number/pin & doubt I was ever issued one, & then don't hear anything for a week or more. I then call Aer Lingus on 4/12/24 on their customer service number, ************ to follow up. I am told there is no record of a voucher number/pin for me & that someone would look into it & get back to me. I wait again but no one calls me back. I call again on 5/1/24 and get the same response.I call again on 5/9/24 but this time, I call their other customer service number - ************ & speak with ********* who tells me the ************* number were never issued to me which is why there is no record or it. She tells me someone will get back to me within 24 hours. Again, I don't hear anything. I call back again on 5/15/24 & speak with a man (***?) & ask to speak to a Supervisor because no one is calling me back & I am getting increasingly frustrated & I have already missed out on the flight I wanted to use the voucher on. I am not permitted to speak with a Supervisor & am told someone will call me back within a week. I call back today, 5-22-24 and get the run-around again & am told again, I cannot speak with a Supervisor or anyone else, that someone will call me back. I just want the ************* number so I can book a flight.

  Customer Answer

  Date: 06/17/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Aer Lingus has been resolved.
  

  After emailing and continually complaining to various CEOs and other executive level Aer Lingus employees, my refund voucher was issued but it was issued in Euros so I still could not use it from the **. I again, had to email back and forth, but Aer Lingus eventually re-issued the voucher in US Dollars so I should be able to use it now. While all this was going on, I had to book the flight I needed through another airline because it took Aer Lingus months to resolve this issue. I have not tried to use the voucher to see if there is a further issue at this stage. 

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

• Initial Complaint

  Date:05/13/2024

  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.

  Paid for 3 tickets ********** to ******, one person had to cancel due to job requirements. Tried to substitute my son but Aer Lingus cancelled existing reservation & made me purchase new ticket saying at that time a refund would be made reference number ********. Original ticket number ***************** issued 23 Feb 2023, flight was in 2024 booking reference ******. I mailed a letter April 12, 2024 to their ****** address with no reply and all phone numbers including one on your web site are incorrect. Also claimed additional compensation for delayed flight on return trip which they also are ignoring. Don't know how to send documents via email but will use US mail if needed. Thank you.

• Initial Complaint

  Date:05/10/2024

  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.

  We received your request under Case Reference:******** External Inbox Customer relations... Jul 18, 2023 to me v Dear Customer,Thank you for contacting ********************. This is confirmation that we have received your message and will respond as soon as we can. Please note at the moment we are dealing with a high volume of messages, so our response time is slower than usual. Thanks for your patience as we work through these messages. We would appreciate if you did not resend any messages as this causes duplication which can further delay our response to you.Best Regards,Aer Lingus **************** For contact information Flight Information: Return Flight ****** (DUB) to ***************** (***)El119 - 17 Jul 2023, 16:10 Booking Reference ****** The referenced flight was cancelled. Aer Lingus directed me to obtain my own lodging and food. They provided me guidance on allowance which I followed. Aer Lingus directed me to provide receipts of lodging and food costs and open a case, which I completed on July 18th. I opened the referenced case above and Aer Lingus has yet contact me and has not reimbursed for my food & lodging costs. I have subsequently contacted Aer Lingus 12 times and the only answer I get is we will escalate your case.

  Customer Answer

  Date: 06/05/2024

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

• Initial Complaint

  Date:03/25/2024

  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 was paid in August for premium seating. Specifically for leg room, window seats and row 9. On the day of flight, after receiving boarding passes electronically for *****, I was downgraded to row 34. No leg room, window or explanation. Im seeking the premium fees I paid back, which should be automatic and not more than owed. An exchange of money for services was done correctly by me. The flight is over. Aer Lingus did not provide premium services the exchange of money was for. I should get an instant refund. Not be asked to file a report and wait. I was told pay this and receive premium seating: I did everything right and was downgraded with no explanation , rudeness when asked why and no money returned How is this a proper way to treat people First trip with family on a plane In thirteen years and celebrating 20 year anniversary with wife. Everyone unhappy

  Customer Answer

  Date: 04/01/2024

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