![]() “I called customer service again, I begged to be able to speak to ‘Brian’ who had emailed me but, alas that, is not possible. “Now today I received an email from ‘Brian’ telling me that they were sending me €750, being compensation of €250 each for being denied boarding under EU directive 261, and this was in full and final settlement of my claim. She says that soon after that she received an email from an agent inviting her to provide her bank details, which she had already provided, but she couldn’t email to tell them that, so she “diligently” sent the details again. After a few weeks with no contact I called to find that ‘something had been wrongly entered on one of the claims’ (by Aer Lingus) so the claim was ‘stalled’, and he would sort it out for me.” I didn’t necessarily agree with this but the agent insisted and told me that they would raise the claims internally on my behalf. Another time I was told that I needed a refund claim for the original ticket and a compensation claim for the new ticket. When she first lodged her complaint she “erroneously put our original booking reference against it, and was told that I couldn’t get a refund as the ‘ticket has flown and been utilised’. To be fair to her, we can’t imagine we’d be any better. And you can’t respond to any emails they sent you.”Īishling says she is “useless” at using this system. But again, you don’t receive any confirmation that your message has been sent, or what you said, you have to just wait to see if the claims agent emails you back, which could be over a week away. If you want to try to communicate with the claims team you have to do so via another contact form, citing your original case reference. “You can only speak to the customer service team, and they can’t speak to the claims team either. When you are looking for a refund the form has to be reviewed by the refunds/claims team but you can never speak directly to them. 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.” “The ground handling agent said they didn’t have a record of us on the flight,” Aishling says.
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