![]() ![]() Hotel accommodation has been offered to Aer Lingus customers at most airports. ![]() Read more: 'It's a disaster' - Aer Lingus customers try to rebook following mass cancellations A total of 52 flights were cancelled on Saturday, with thousands of passengers affected Many of those impacted have complained about Aer Lingus customer service and communications. It led to the cancellation of 64 flights on Saturday disrupting the travel plans of thousands of passengers. Investigations are ongoing into the exact cause of the IT outage which the airline said resulted from a break in connectivity in services from a UK network provider. "Our team on the ground is working to return bags to customers and we hope to have these issues resolved in the coming days," the airline said.Īer Lingus said it had increased the number of contact centre agents to deal with customers but that due to the level of disruption, call wait times may vary. "We appreciate that as a result of the system outage on Saturday, some customers’ baggage has been delayed," Aer Lingus said in a statement. In a statement, Aer Lingus once again apologised for the weekend disruption and said that its schedule has operated as normal today.Įxtra flights have been scheduled to Lanzarote and Bourgas in Bulgaria, both operating today, and to Izmir in Turkey which is scheduled to operate tomorrow. Instead, maybe because the reps were unclear, you began an odyssey that ended with you asking me for help.Aer Lingus has said the 'vast majority' of customers impacted by Saturday's IT system outage have now been re-accommodated with new flights.įor those customers who opted for a refund, the airline said these are being processed as "efficiently as possible" by its customer care team. ![]() You could have saved yourself a lot of headache by allowing the airline to handle your reservation and accommodations. I think it’s possible you misunderstood the Aer Lingus representatives, which is too bad. Otherwise, passengers could stay at the Ritz-Carlton and fly back to the States in first class. ![]() It will offer vouchers for a hotel or transportation. Here’s how it usually works: When there’s a flight cancellation, an airline will offer to rebook travelers on a flight of its choosing, generally with the same carrier. It’s highly unusual - almost unprecedented - for an airline to tell passengers to make their own flight arrangements, hotel reservations and to hire a taxi, and to offer a blank check to customers. I’m not sure if the pilot and the Aer Lingus representatives said what you heard. You shouldn’t need any refund help, but you do. I’d like Aer Lingus to fully reimburse us for the three flights I had to purchase, the taxis, the food, the hotel and the 600-euro compensation per person owed under EU law.Īnswer: If Aer Lingus promised to refund you for a new flight and your expenses, as well as compensate you under EU law, it should have done so promptly. I have tried to contact the airline numerous times, including emailing the executives listed on your consumer-advocacy site, but have not heard back. To date, Aer Lingus has not refunded me or contacted me about my claim for reimbursement, nor has it offered compensation for the canceled flight as required by EU law. For more travel coverage from the San Francisco Bay Area and beyond I booked us a hotel and also paid for taxis and food. I opted to book a new flight for myself and my two travel companions. The Aer Lingus pilot announced that we should get off the plane, and advised us to either book our own flight home on any airline and Aer Lingus would refund us, or call the phone number we were provided with.Īn Aer Lingus representative also told us to get our own hotel, taxi and food - all of which would be refunded. Initially, there was an issue with the plane, and then the delay went so long that the flight crew could no longer fly. Dear Travel Troubleshooter: Aer Lingus canceled my recent flight from Dublin to Chicago after an extended delay. ![]()
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