When you raise a claim or update it you send it but you can’t log on to see what details you had put in. It seems the options you choose really have an impact on how your form gets routed. “Basically there’s a ‘contact form’ which you fill in to outline your issue. She then outlines how the Aer Lingus customer service system worked for her. “I have had multiple calls, and updated forms multiple times, and discussed with multiple customer care agents, with each one assuring me that whatever action they took would solve my problem.” “My stance was that I wanted a refund for the additional outlay that I had to spend for the new tickets, I’m not looking for anything else,” she says.
When Aishling got back to Ireland she sat down with her receipts and tried to raise a claim with Aer Lingus. The time was so close to the boarding that the ground handlers brought us through the staff security check to get us there in time for the flight.” So with minutes to spare we spent another €2,136 on three new tickets for the flight. “The Aer Lingus staff member on the phone was unable to advise us to buy the tickets (we were looking for this as a formality, we knew we needed to buy the tickets as no other solution was being offered to us!). So, bizarre as it might sound, the staff in Switzerland pointed the family to a ticket desk where they could buy three more tickets for the flight they already had tickets for.
We had to get home for work and school the next day, and we had another teen at home too.” There was no other flight to Dublin on that day. It was getting very close to the check-in closing time. “The Aer Lingus agent talked to the ground handling agent (on our phone) but between them they could not come to a solution for getting us on to the flight on our original ticket. The Aer Lingus staff confirmed that they could see that the three people were booked on the flight and “all was in order”.īizarre as it might sound, the staff in Switzerland pointed the family to a ticket desk where they could buy three more tickets for the flight they already had tickets for The family were told to call Aer Lingus customer care, which they did. “They searched over and over and again, using different permutations of our name, booking reference, ticket number, assigned seats, etc, but could not find us on the flight.” Customers are advised to come to the airports at the normal time for their scheduled flight.“The ground handling agent said they didn’t have a record of us on the flight,” Aishling says.
“Aer Lingus advises customers that its operations for tomorrow (Sunday, September 11) are planned to operate as normal. “We will also share information regarding customers’ rights and the airlines’ obligations under Regulation (EC) 261/2004. “We have made additional customer service agents available to deal with high call volumes – please bear with us as we try to service all customer queries. The spokesperson continued: “As systems have now been restored we are contacting customers directly in order to re-accommodate them as efficiently as possible.
#Aer lingus flight change free
The break in connectivity has now been restored and we are taking steps to bring all of our systems back online.”Īny customer impacted by Saturday’s disruptions will be able to apply for a refund or change their travel plans, free of charge through, the airline call centres, or social media channels. “This system outage was caused by a break in connectivity in services from a UK network provider. In a final statement on Saturday evening, a spokesperson said: “Aer Lingus sincerely apologises to customers for the severe disruption caused today by the unavailability of key systems for check-in, boarding, and our website. READ MORE: Aer Lingus break silence after flight chaos as they tell passengers not to come to Dublin Airport There are thousands of passengers who now need to be placed on new flights from today as systems are back up and running, and Aer Lingus has shared exactly what will happen next - including if you simply want a refund after the chaos. The Irish airline profusely apologised to passengers affected by the delays and cancellations after hours of sitting around the airport waiting for updates. Saturday marked a day of disruption for Aer Lingus passengers at Dublin Airport as a ‘major network incident’ saw systems shut down and 51 flights cancelled.
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