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:06/21/2022

  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.

  Due to the Covid 19 pandemic, my Aer Lingus flight on April 8, 2020 (returning April 18, 2020) was cancelled. I received an email from Aer Lingus stating that I will have two vouches, each for $755.16, to use. I never received the voucher. When I contacted Aer Lingus, they said they could not find my information despited the fact that I read the email they sent to me. They said they would send the matter to ***************** yet I have not to this date heard back from them. I bought this ticket through a third party (******) who informed me (after being on hold for over 2 hours) that the Aer Lingus vouchers are only good for 18 months. This is not what any of the Aer Lingus material says. They, according to their website, state that a voucher can be used to book travel to/from any destination on for use within 5 year. I am well within that time yet they seemed to have changed their policy without any notification. I never received the voucher although I requested it and Aer Lingus stated it was "on the way". ****** confirmed that I have $1510.32 to used on Aer Lingus. The attached screen shots of support my statement.

• Initial Complaint

  Date:06/20/2022

  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 May 29th 2022 at 2:40PM US EST, I received a text message from Aer Lingus that my flight Reference number ****** was changed due to "disruption to our schedule and to contact us for alternate options". The case reference is *******. I called the US number referenced on their page ************ and was on hold for two hours. I looked on the website booking and it stated that I had been rebooked with **************** I called *************** and they stated that it wasn't finalized and that I have to reach the unreachable Aer Lingus. I decided that I needed to drive to ****** ****************** instead of waiting another additional 2+ hours and miss that flight as well. I spoke with Aer Lingus at the airport and was told that she pushed the next flight to ****** with *************** and had to quickly check my luggage in and park. Alternately I would of paid around $30 for the local bus in ******, ** for both of ** if we would of used that option. Since we didn't have that option, we paid $377 for parking at ***************** since it was a last minute flight notification. We also wasn't reimbursed for seat selections.

  Customer Answer

  Date: 07/15/2022

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

• Initial Complaint

  Date:06/20/2022

  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.

  I flew from *** to *** on 6/13 Flight AA3894. I then flew from *** to DUB on 6/13 Flight EI 122, arriving on the morning of 6/14. I checked 1 large blue Samsonite hardcase suitcase claim #********* It was lost on the trip. I filled out a report when I arrived in ****** with claim #**********. I had to purchase outfits for a conference I was attending in *******. I received no communication from Aer Lingus. I was in ******* only until 6/17 and then went to ****** from 6/17 to 6/19. I tried to update my temporary address on the tracking website but it didn't work. I tried to call Aer Lingus at least a dozen times but never was able to reach anyone. I left several voicemails and sent an email with no response. The status of my bag was updated on 6/17 to say "Delivery Initiated," but I had already left ******* by that time and again, couldn't update my address or reach them to tell them I was no longer there. I continued to try to call the Aer Lingus luggage line without any response. In the meantime, I had to buy additional clothing and a new suitcase for the return trip. In total, I spent about $200 Euro on replacement items. When I arrived to check-in to my return flight, the agent at the counter told me I needed to go to the "Baggage Inquiries" area and use the phone to reach someone. I and four others were there trying to contact anyone with that phone but there was no answer. We tried for approximately 45 minutes before I had to leave to get on my flight back to America. I was able to reach someone working for another airline who was somewhat helpful but he said he couldn't handle Aer Lingus' bags. He said he would tell them to answer the phone but they continued to not answer the phone when we called. I understand that lost baggage can happen, but the lack of communication or ability to reach anyone is horrendous. I hope to receive my bag at some point and to be reimbursed for my time and expenses, but I need to reach a representative somehow.

  Customer Answer

  Date: 07/15/2022

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

   I have not received my bag or the reimbursement for my expenses.  They also continue to be impossible to reach via email or phone.  They have called me twice and have sent me some emails about reimbursement but no actual solutions have been achieved.  Also, although they have contacted me, it was not in reference to this complaint.

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

  Customer Answer

  Date: 07/26/2022

  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:06/11/2022

  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.

  My original booked flight from ******* to *********, booking reference ******, was updated where I would be adding a whole day (20 hours) to my travel, case reference *******.I followed their instructions to try to contact them, but the last 2 days I was on hold for over an hour. When the hour hit I was automatically disconnected. I have tried contacting them via ******** messenger and email, and both also did not work. My flight is less than 14 days away and I would like to talk to someone about this so I can make the appropriate arrangements (car, dogs, work, etc).