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Aer Lingus Customer Relations

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  • 22-02-2014 1:48pm
    #1
    pajor
    Registered Users Posts: 3,573 ✭✭✭


    Does anybody know about how long it takes to get any sort of reply from the Aer Lingus Customer Relations Dept, after writing to them?


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    #2
    L1011
    Registered Users Posts: 69,059 ✭✭✭✭L1011


    Post or email? And what kind of stuff are you looking for a response on?

    Generally takes 5-6 days by email from experience but that was to relatively minor requests; I wouldn't be surprised if it took a lot longer for a refund/EU261 claim.


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    #3
    pajor
    Registered Users Posts: 3,573 ✭✭✭pajor


    MYOB wrote: »
    Post or email? And what kind of stuff are you looking for a response on?

    Generally takes 5-6 days by email from experience but that was to relatively minor requests; I wouldn't be surprised if it took a lot longer for a refund/EU261 claim.

    Had an error when booking online, they couldn't deal with it over the phone. Couldn't email about my problem either. Had to write to them by post.


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    #4
    DM addict
    Registered Users Posts: 567 ✭✭✭DM addict


    I'm surprised you had to post stuff, but if they couldn't do it over the phone that makes sense, I guess.

    They have a customer contact form you can use. http://www.aerlingus.com/help/help/forms/customerrelationsform/

    Also I've found that tweeting them @AerLingus can make them respond promptly to things.


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    #5
    ABajaninCork
    Closed Accounts Posts: 8,411 ✭✭✭ABajaninCork


    pajor wrote: »
    Does anybody know about how long it takes to get any sort of reply from the Aer Lingus Customer Relations Dept, after writing to them?

    If it's anything like the complaint I made in 2007? Nothing! I sent in a complaint via Registered Post. I know it was received, but nothing was done with it. Typical airlines...


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    #6
    pajor
    Registered Users Posts: 3,573 ✭✭✭pajor


    DM addict wrote: »
    I'm surprised you had to post stuff, but if they couldn't do it over the phone that makes sense, I guess.

    They have a customer contact form you can use. http://www.aerlingus.com/help/help/forms/customerrelationsform/

    Also I've found that tweeting them @AerLingus can make them respond promptly to things.

    I did see that form but was a bit weary of it saying 'If you already have a case open with Aer Lingus Customer Relations please be sure to enter this on the form' which I didn't.

    Still haven't got any reply, so will wait a couple of more days and then ask on twitter.


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    #7
    pajor
    Registered Users Posts: 3,573 ✭✭✭pajor


    Received a letter today from Aer Lingus confirming and acknowledging my letter.

    Got to wait now for a proper response.


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    #8
    Lefty2Guns
    Registered Users Posts: 761 ✭✭✭Lefty2Guns


    Aer Lingus

    Anybody on here work for them or who might be able to help me.

    The missus organised flights for herself and her mates for one of their hens. They are due to fly to Spain somewhere next weekend. Anyway, last night at 00.12AM the 26th she got an email to say that Aer Lingus needed the names of the girls booked in on the group booking by 23.59PM on the 25th or the flights will be cancelled.

    She then got an email at 00.15 on the 26th to say the flights where cancelled as they never received the names. They are also saying that the money they paid is non refundable, which amounts to about 2700 euro. She only seen the email tonight, no phone call or nothing from Aer Lingus.

    Any help or advice on this would be appreciated, she is up the wall at the moment, and we can't contact Aer Lingus till the morning.


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    #9
    Mushy
    Registered Users Posts: 21,391 ✭✭✭✭Mushy


    Lefty2Guns wrote: »
    Aer Lingus

    Anybody on here work for them or who might be able to help me.

    The missus organised flights for herself and her mates for one of their hens. They are due to fly to Spain somewhere next weekend. Anyway, last night at 00.12AM the 26th she got an email to say that Aer Lingus needed the names of the girls booked in on the group booking by 23.59PM on the 25th or the flights will be cancelled.

    She then got an email at 00.15 on the 26th to say the flights where cancelled as they never received the names. They are also saying that the money they paid is non refundable, which amounts to about 2700 euro. She only seen the email tonight, no phone call or nothing from Aer Lingus.

    Any help or advice on this would be appreciated, she is up the wall at the moment, and we can't contact Aer Lingus till the morning.

    I'm going to assume what they needed was the Advance Passanger Information that is required when travelling to Spain. Don't know why it is, but it is.

    This is mentioned from the very start of booking, can be seen on the website and I'm fairly sure in confirmation emails regarding the flights too.

    Don't know what you can do about the money, that would be covered in the T&C's I'm sure.


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    #10
    L1011
    Registered Users Posts: 69,059 ✭✭✭✭L1011


    The need for the Spanish API would have been made clear in the booking and multiple emails before that last one also. Spanish law, not Aer Lingus making something up.

    UK has the same for flights arriving from outside the CTA, as a result we never see it from Ireland.


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