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:02/14/2025

  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.

  They canceled my flight london to LAX 2 months ago and won't respond to my compensation claim, every time I call they tell me they have no update. I am due money due to EC 261 and my expenses from the canceled flight but they won't respond and provide me the compensation I am legally entitled to for them canceling my flight

  Customer Answer

  Date: 03/10/2025

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

• Initial Complaint

  Date:02/12/2025

  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 tried to book ticket through online agency called- *************, they were not able to confirm the boking and price with Aer Lingus airlines. We were on phone for over 2 hours on Sept 29th to book the ticket, even after 2 hours it was not successful then travel agent lady named ****** confirmed that she has cancelled all the booking and all the charges that was charged like 5 minutes ago in our credit card for booking will be fully refunded and I have to look for ticket somewhere else. We bought ticket somewhere else with different Airlines and complete our travel. We have not got the refund $3917.46 yet from Aerlingus airlines. I contacted ************* again and again with no refund, also tried to contact Aer Lingus but never able to reach out any person. *************- ************* saying that the ticket booking was cancelled immediately so I should have received the refund within ***** hours. Again and again they are saying the cancellation of booking with airlines was done from their side immediately so should have no issues on the refund. As per Department of Transpiration rule- within 24 hours all the booking can be cancelled with full refund but in my case it was not even 5 minutes or 10 minutes after the credit card was charged. We have recorded voice and email with time stamp of cancellation and refund status request Aer Lingus Airlines- did not even provided the refund or mentioned anything . All they provided was copy paste information of ticket and their terms from websites. We never received the ticket and any terms and conditions since it was cancelled ****************** agency did something with Airlines- either both ************* and Aerlingus airlines is lying to me and not providing any communication copy of cancellation, refund. I am disputing charge based on fraud, not providing agreement, ticket, disclosure, not accepting US **** OF TRANSPORATION 24 hour ticket booking cancellation policy.

  Customer Answer

  Date: 03/09/2025

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

• Initial Complaint

  Date:01/30/2025

  Type:Order 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.

  To Whom It May Concern:Aer Lingus refuses to pay out the lost checked baggage compensation per the Montreal Convention with made up excuses. Please kindly review the entire correspondence, intervene and assist. Thank you very much,*** *** *****

• Initial Complaint

  Date:01/26/2025

  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 family and I flew on an Aer Lingus flight from ******, ** (with a layover in ******, ***) to ******, ***** on August 15, 2024. We brought our 8-month old son, and traveled with a very expensive Nuna stroller and Nuna car seat so we could easily walk around with him and safely travel in cars with him. Upon arriving in ******, we were told our items were lost in transit, despite being told they would arrive by customer service while at the **************. Since then, weve not received our lost items. I have been calling for months (over 5 months) and we were promised a reimbursement if we provided receipts for our products, which we did on several occasions. We also submitted the claim documents provided at the ************** multiple times. They came back and told us that they cannot reimburse us based on their Terms and Conditions, which doesnt state any such thing. In fact, it wouldnt make sense for them not to reimburse us for products they lost. We paid nearly $2,000 for the flights and our lost products were $1,800. They committed to a reimbursement and wont provide one. At the time, I was early in my second pregnancy and this caused a major inconvenience because I had to carry my son the entire time we were in *****, causing harm to my body and unborn daughter. In addition, we had to purchase a car seat in ***** to travel around for safety for our son. When we came home, we had to purchase two more car ***** and a stroller. Weve since spent another $2,000 to replace our items. I am extremely disappointed in the service Ive received. Its taken months and many phone calls and emails to not even receive anything for what was lost. They committed to a reimbursement for products they lost and now they are redacting that. I would love help in receiving a reimbursement.

  Customer Answer

  Date: 02/20/2025

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

• Initial Complaint

  Date:01/20/2025

  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.

  Internal On 8/12/2024 I purchased itinerary 2DGXUW from *********** via Chase ****** trip ID ******** from 11/9/24 to 1/22/24. The second segment of the Trip ****CDG is scheduled for 1/22/25. However, on 12/13/24 I called Chase ****** ***************) and they advised that if I didn't use the last segment, Aer Lingus advised them that I could get a travel credit for the unused part of the ticket $942.00 and I should call Chase ****** back before 1/22 to claim the travel credit.On 1/20/25 I called Chase ****** to claim the travel credit and they now say that the Aer Lingus says that I can't get a flight credit on partially used tickets (which is not stated anywhere on their website travel credits terms and conditions). I went ahead and I planned my life around the information I was given on 12/13/24 by Aer Lingus and Chase ******, I was told that I was not going to lose those $942.00, now 5 weeks have passed and I am now unable to make that trip on 1/22/25, and I shouldn't be at a loss because the Aer Lingus and ************ provide me with allegedly erroneous information. At this time I would like them to provide me with the travel credit for EI104 (1/22) and EI520 (1/23) flights that I did not used.

  Business Response

  Date: 02/13/2025

  My name is ******, and I am in receipt of your complaint with the Better Business Bureau.  I welcome the opportunity to respond to your query with regard to your voucher request.  Due to data protection, I will be responding to you directly with regard to your claim within the next 24 hours and appreciate your continued patience while I review your claim.  

  Customer Answer

  Date: 02/14/2025

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

• Initial Complaint

  Date:01/16/2025

  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 on Aer Lingus (connecting from ***************) to *****, ***** on October 6. My bag was lost in transit, and despite having an Apple Air Tag showing exactly where the bag was located, my luggage never arrived in *****. I was told it was being shipped to my home. When I arrived home from my trip, the luggage was badly damaged, including a broken handle, broken sideboard, broken wheels, etc. I filed two claims with Aer Lingus. The first was upon arrival in ***** with no bag, the second was 36 hours after I arrived home to report the bag damaged. Aer Lingus compensated me a fraction of my clothing replacement costs, and they did not follow their own stated policy on reimbursement according to their website terms, and they declined my bag claim saying I didn't file it within 7 days of arriving home, even though I filed it within 36 hours, even providing photographs. I cannot reach anyone in their customer service department who will help. They keep telling me someone will respond. When I try to chat in, it says someone will be with me, and then it closes the chat without connecting me to anyone. I can't reach a single human being who will help.Not only was I without my clothing in ***** for 12 days, I also only had one week worth of medication in my carryon. I had to have a doctor visit in ***** and buy additional medication because the second week of meds was in my luggage.The fact that they won't respond to my claims seems like a consumer protection issue, and the fact that they denied a claim for untimely filing when it was filed quite rapidly is just wrong. They should reimburse me for the underwear, socks, shirts, jeans, new suitcase, medications, and doctor visit I had while I was there, and they should replace the $350 suitcase they damaged.

• Initial Complaint

  Date:01/08/2025

  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 bought an expensive ticket on this airline and options to manage the booking online do not exist. I'm told I have to call. I've spent hours on hold and have been unable to reach anyone. It just says the wait time is between 12 and 14 minutes indefinitely. The chat option recommended on the website does not work. ******** messenger also gets no response. I cannot take this flight if I'm not able to manage my booking and there's seemingly no way to do that. I need to speak to someone or in the alternative, be issued a refund. Another thing that can't be done on the website.

  Customer Answer

  Date: 02/03/2025

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

• Initial Complaint

  Date:12/05/2024

  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 is my message to Aer Lingus:I am responding as this case has been reopened by customer service. Please refund me in cash the amount of $494.97 USD, which I was forced to pay for a flight home as a result of Aer Lingus operations. This situation was not a result of an extraordinary circumstance beyond the control of Aer Lingus. It was a result of Aer Lingus deciding to prioritize other flights. That decision caused me to miss my connecting flight home for the SECOND DAY IN A ROW. I can show proof that this was not weather related because the rescheduled flight was delayed on the tarmac for over 3 hours despite other flights arriving in ****** that morning.The original flight was EI483 on Oct 20, rerouted to ******* due to weather. The rescheduled flight to ****** was EI493 on Oct 21, called for a 0930 departure but did not depart until well after 1300. This put us into ****** after all the connecting flight to the US had departed. My original connecting flight to the ** was EI053 on Oct 20. I missed that flight due to weather on EI483. Fair enough. But I missed the connecting flight the following day due to Aer Lingus holding flight EI493 in ******* until it was too late to make the connection. This is not weather related, but an operational decision by Aer Lingus to prioritize other flights, and therefore I am asking for a refund.After spending a SECOND night waiting for a flight, I was able to get on flight EI123 on Oct 22. However, by then I was forced to purchase a new connecting flight to get home, as my connecting flight was missed by 2 days. This was flight UA1084, for which I have submitted a receipt. I want to be reimbursed the $494.97 USD for this flight please. I did miss an entire day of work due to the delay of EI493, which was not weather related. I estimate my loss form this at approximately $1,000. If forced to escalate this matter to small claims court in the **, I will be adding this and other charges to my suit. Thank you

• Initial Complaint

  Date:10/25/2024

  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.

  This airline is horrible!!! Flight Attendants rude, had to pay for water and sodas and snacks. TV on seat was not working. Then they lost my bag. I ***orted it lost with *** at baggage claim bc my bag was not the only one lost. He said they did not have a record of me checking a bag. Worst Airline ever! The tall kid I was seated next to in row 32 from DUB-MCO made me swap seats with him so he could be next to his family. The entire flight his leg kept leaning into me. Besides the kids on board, I could not sleep. Mind you I am part of a flight crew and I just flew in from *****. The seating on the A/C is on top of each other and there is no leg room. The *** had more leg room. The inflight entertainment was poor and my seat did not recline back. When I was finally offered a beverage 3hrs into flight it was a pee size paper cup of water. How insulting. Also the **'s made an announcement that alcohol was not available on this flight. Then a meal was offered 5hrs later with an even smaller portion of water. Again insulting. The tall kid next to me spilt his icecream on me. He was picking his nose and his teeth the entire flight, which is another reason I could not sleep. Then on landing got a nose bleed. Then we landed at 1804L and it took 3hrs for us to find out our bags did not make it. I was travelling with another crewmember whos bag was also lost. The agent that was paged was very rude and did not know anything about anything. Said we had to file a ***ort online and we would get a confirmation email. Which we still have not received. There needs to be a gate agent assisting the deplaning and an agent that is knowledgeable about the flight and the airline and the bags to assist. We should not have had to wait 3hrs. During descent there were storms into *** and the FA's made an announcement that said to put the pillows and blankets behind you so they dont fly everywhere during turbulence. Also said to keep in mind the exit

  Customer Answer

  Date: 11/20/2024

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

• Initial Complaint

  Date:10/25/2024

  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 booked an Aer Lingus Flight to ****************** for our honey moon over a year ago now. (Booking # **WF5B) The scotland flight was booked thru Aer Lingus but booked on ****************. The **************** flight was delayed for over a certain time over a day. We filed The Air Passengers Rights Regulation 2004 (Regulation (EC) No ********) ** regulation ******** for refund with ****************. **************** approved the refund claim in the amount of $1,200.00 ** and claimed they issued the payment to our bank. I have confirmed with our bank that the payment has not been made. Again this has been over a year now of us trying to contact **************** and Aer Lingus to get our refund. Aer Lingus Cliam Case number is (********) and *********************** case number is (********)... We would like BBB assistance in getting our refund for us as we have tried calling and emailing multiple times and we are not getting any responses back from either airlines. We have email documentation with proof of conversation with ****************.

  Customer Answer

  Date: 11/21/2024

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

  Emerald Airs has approved of the refund but has not issued the refund payment to us to date. It has been over a year and half now with no updates from either airline or help in resolving this matter. 

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