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:03/01/2024

  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.

  On 01Sep2023 I purchased tickets on Aer Lingus flight ref#****** from ****** to ****** and return flight for 16Feb to 23Feb 2024. On 10Jan2024 I received an email saying my seat was being changed. I called customer service and explained that I am a disabled veteran with anxiety and had paid extra for seat selection. I was traveling with family and had chosen a seat next to a family member and next to a window. I was assured that the seat was fixed back to sitting next to family by customer service. However, the day of the flight I was placed in an aisle, 15 rows away from family. I realize the airline reserves the right to change my seat, but they refuse to refund me the cost of seat selection at $29.99. The seat I chose was given to someone who booked after I did. Although I purchased the seat from a veterans travel group, I purchased the seat selection directly from Aer Lingus the same day. Since I did not receive the service I paid for, I believe it only justified that they refund the seat selection cost. $ ****** was the price of the ticket. $29.99 each way for seat selection.

  Customer Answer

  Date: 03/30/2024

  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 claims the funds I paid are non-refundable. I paid to select my seat, the seat was confirmed. They changed my seat without my consent and refused to change me back or refund me the extra money I paid.

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:02/07/2024

  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 has violated the law. I booked my flights from ****** to ****** on Jan 29 2023 for flights leaving and coming back on Mar ***** 2023. This is my booking reference: ******.I booked a Business class ticket one way and economy on the way back which I then paid for an upgrade to Business. I carefully checked the ****************** for a refund in case something came up. I understand that for the return ticket only the upgraded portion would qualify for a refund. Due to an illness, I had to change my flights and Aer Lingus did not offer an alternative that would have worked for me. I canceled my flights Mar 19 2023 and requested a refund. I was told that my tickets were non-refundable and that I could only get a tax refund. I'm requesting a full refund for the business class portion of my flights.When I asked for an explanation from your customer service team and showed me where it states that I'm ineligible for a refund, they failed to get back to me. To this day, I have not heard back from them.

  Customer Answer

  Date: 03/03/2024

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

• Initial Complaint

  Date:01/20/2024

  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.

  On 14 February 2020, I booked a ticket for an Aer Lingus flight to ****** via Orbitz. For starters, I booked a *fully refundable* ticket, and *additionally purchased travel protection/insurance* (turns out through Aon Affinity) due to the emerging nature and uncertainty surrounding the ******19 pandemic. Ultimately, in June 2020 I had to cancel the flight due to travel restrictions from both countries and personal health reasons where if I ended up taking a high-exposure risk flight and caught ******19, I would've likely ended up with severe complications in the hospital or even dead. I tried to file my claim with the company who, despite being covered under Section II(a)(1) or arguably II(f) of their policies, refused to refund my fare. I've tried to fight this for the past NEARLY FOUR YEARS with 1) the insurance company, 2) the booking agent, Orbitz, and 3) the airline, Aer Lingus, who ALL put the onus on each other and refuse to take action. It's taken so long to address this since all companies involved have drawn out the process that all companies have "lost" my information and are no longer able to pull it up. On one occasion, ****** said they were able to pull it up, but the information did not match any of mine. I've taken every reasonable step to try to resolve this short of a lawsuit or similar legal action, and unless I do so am at a loss of $897.98 (transaction IDs charged by Aer Lingus for the flight ********* and charged by Orbitz for the insurance *********, both formally charged on 17 February 2020). Come to find on 20 July 2020, I additionally received an email from ****** saying the airline had altogether cancelled the flight due to the "global coronavirus outbreak", and I was STILL refused a refund. This is appalling actions from all parties involved, especially with the amount of time and energy I've had to put in to still not receive a rightful return.

  Customer Answer

  Date: 02/14/2024

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

• Initial Complaint

  Date:01/11/2024

  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.

  Purchased 3 ******** Express business class travel extra tickets as part of my upcoming travel to *** during my booking process with Aer Lingus (ref # ******). ******** Express only received request for 2 children business class from Aer Lingus' system. Called, emailed, web chatted both Aer Lingus and ******** Express on 7 different times to resolve issue between these companies. Aer Lingus sent me to ******** Express saying they should issue the ticket since they see I paid for 3 tickets in their system. ******** Express sends me to Aer Lingus because Aer Lingus failed to confirm I purchased 3 tickets as Aer Lingus system only sent the request for 2 tickets and not the 3. Aer Lingus refuses to refund my money though they have not provided the necessary information to ******** Express to issue 3 business class tickets. Aer Lingus cannot provide me a confirmation showing 3 business class tickets though they say it is in the system. Aer Lingus claims this to be a ******** Express issue though it is the Aer Lingus system that has not provided the necessary information to ******** Express. I want a refund of $38 or for Aer Lingus to fix the system issue and send to ******** Express the request for the 3rd adult business class passage.

  Customer Answer

  Date: 02/05/2024

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

• Initial Complaint

  Date:11/20/2023

  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 flight was canceled and I was told I wouldn't be able to be rebooked for a 2 days. All hotels were booked up near the airport or the cost was astronomical. I waited all day on the phone and chats trying to get through to people. I was told I could get a refund. I submitted a claim and followed up through online customer service chats and multiple phone calls. Each time I was told my claim was in review and to wait. It has been 4 months of trying to get a refund. I had to pay for a last-minute flight that was extremely expensive and I still haven't even received a refund for my canceled flight.

  Customer Answer

  Date: 12/16/2023

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

• Initial Complaint

  Date:11/07/2023

  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.

  Booked flights last week for next May to Ireland. I had vouchers from Covid 19 shutdown. They would not let me use the vouchers for this new booking. Money is just kept by Aer Lingus.They are not responding to this request. This should be a crime, and be corrected. They dont care!

• Initial Complaint

  Date:10/25/2023

  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.

  Canceled flights due to Covid. Are Lingus issued voucher, and now I asked to apply voucher to new flight and was told they could not convert funds to apply to new flight. The original was with friends that also lost their money, and received voucher that is no good. Both vouchers are still active , but cannot be applied to new flight from ****** to Ireland.

• Initial Complaint

  Date:10/09/2023

  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 from ****** home to ******* on Sunday October 8, 2023 on flight EI0101 into ****** on aer lingus. When we arrived home and waited for our bags, our bags did not arrive. We came to find out that Aer Lingus removed our bags from our flight and put them in a later flight that was going to arrive in *********** later that same day on the 8th. We put in baggage claim requests and have been requesting updates. It just so happens that myself and my sister who also had her bag lost through aer lingus have apple air tags in our bags. We can see the bags are at *** but everytime we contact aer lingus they tell us they dont know where the bags are. We have very valuable things in those bags and are now without our clothes and valuables and have not been provided an update from aer lingus as to the fact that 1. They know where are bags are and are in contact with their contemporaries on the ground at *** and 2. When our luggage will be delivered. Additionally, my sister has to fly back to ****** this morning and are lingus is giving us the run around as to when the bags will arrive. This seems completely unprofessional and should be in some way regulated by the US since aer lingus is growing their market here. I want an update immediately! And a well thought out plan as to when my bag will arrive!

• Initial Complaint

  Date:10/03/2023

  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.

  Aer Lingus overbooked a flight on June 19, 2023 from *** to ***. They put me on standby and said I would get $850 to delay my flight til the next day, which I agreed to. I deposited the check with *********** successfully. Then 3 days later it bounced and the bank said I had to contact the airline to get another check issued. I have been trying to get the money back for over 3 months, I have contacted Aer Lingus over a dozen times, they all just say "I will escalate it" and that they will call me back and it never happens. It is illegal to write a bounced check but they do not seem to care or make right what they promised. Please help me recover this money, and anything else for the hours of time I have wasted trying to do so myself.

  Customer Answer

  Date: 10/28/2023

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

  I still have not received the money from the check they gave me that bounced. 

   

   

   

   

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

  Sincerely,

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

  Customer Answer

  Date: 11/09/2023

  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:09/20/2023

  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 flew from **** to ********* through ****** on Sunday 9/17/2023. We were told two bins of luggage did not make it on the plane. it would arrive the next day. We had two bags missing. According to tracking, one bag was sent to cle and one to ***. I AM STILL WAITING for an update if my bag made it to *********. It was to be sent to cle on 9/18 on a flight that landed at 2 pm. No one can confirm that is was on that flight or where it is now. I have called multiple times and they give me the same stock answer we are waiting for confirmation from the baggage crew. They told me there was no one to call at American Airlines to confirm. They tell you it has been escalated and we will call you back. They do not.I called American Airlines baggage at CLE myself. They answered immediately. They were very helpful. I was told there were aer lingus bags on that flight. They sat there for about 6 hours before an aer lingus employee came to get them. She could not tell me if my bag was there. She gave me the direct line to aer lingus baggage but they block outside calls. (Heaven forbid you have to talk to a customer). The ** employee told me they probably just went home because they only work when they have a flight scheduled.I had to tell aer lingus all this information. They also told me they open at 11 on Tuesday and they will speak to someone immediately. However, they do not have flights on Tuesday so I told them I knew that was a lie. He confirmed they could not talk to anyone that day either. I demanded that there is an employee in ********* that should come in and deal with these bags! Were they left to sit all day? Or was mine missing? We are just going to let days go by without looking for it? Making it harder to find? No one cared. They refused to let me speak to anyone else. They told me there are no supervisors.I am disgusted at the way we have been treated. I have valuable items in that bag.Tracing number- **********