Brendan Woods writes about his experience with Aer Lingus Customer Care
I have been waiting some 433 days for reply, contact, acknowledgement or some communication courtesy from Aer Lingus Customer Care since I wrote to them initially on June 11th, 2007, with several interim follow-ups. I wrote to them by letter - you are not allowed communicate with them otherwise except by telefax - arising from my having to advance the date of a return flight for my wife and I from Chicago to Shannon occasioned by a sudden family bereavement occurring in Ireland.
I also, separately, had to cancel full return flights with American Airlines for a Chicago-Toronto-Chicago trip coterminously. With Aer Lingus I was required to pay the return fare to Ireland and, on protesting that I had already paid and was merely forced to advance my return travel arrangements, was told to take the matter up with Aer Lingus in Dublin.
I communicated all the facts to Aer Lingus in a comprehensive letter on June 11th and also communicated similarly with American Airlines about the cancelled Toronto flight on the same date. On Tuesday June 19th, 2007, I received an e-mail back from American Airlines who offered me a credit fare on the cancelled Toronto flight to be used within 12 months.
I had no reply from Aer Lingus and despite repeating correspondence to them and attempting to make some means of contact with their Customer Service, I have heard nothing from them to date. Both my wife and I in Ireland and my daughter and family in Chicago have all been commuting by Aer Lingus transatlantic over the past five years between four and five times a year both ways. Not an immodest amount of travel costs you must admit, but some customer care service by Aer Lingus?
• Aer Lingus responds:
Following a recent review of the company's policy with regard to bereavement, it has been decided to include nieces and nephews as immediate family members, allowing for refunds and or changes to be made to bookings at no additional charges.
Aer Lingus apologise to Mr Woods most sincerely for the delay in responding to his complaint. We are currently investigating the circumstance that led to the delay. We have contacted Mr Woods directly, and are pleased to say that this matter has been brought to a satisfactory conclusion.
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