Gold Circle club member Léon Atkinsgot in touch about Aer Lingus's customer-care unit
"Despite statements to the contrary, I don't actually believe Aer Lingus has a 'customer care unit'.
"I am a regular business traveller and a member of Aer Lingus's Gold Circle club, with literally thousands of euro having been spent with the airline on European and transatlantic flights over the last year.
"One Sunday in March Aer Lingus cancelled its last flight from Birmingham to Dublin soon after the outbound aircraft landed and after I had checked in for the flight. An important business meeting the next day meant I had to get a seat on the last Ryanair flight at a cost to me of £180 (€206). Servisair (the agent for both Ryanair and Aer Lingus) took my Aer Lingus boarding card and told me Aer Lingus would compensate me.
"After a month, I heard nothing and so had to write to Aer Lingus's customer-care unit. This 'unit' has no phone number or e-mail address and will only deal with queries in writing by fax or post.
"Other than an initial acknowledgment, I have had no further response from Aer Lingus in seven months, despite my several further letters. I have also attempted to contact customer care by phone through different departments and other increasingly indirect means, but to no avail.
"My reaction is that I may as well use Ryanair and competitor transatlantic providers in the future, particularly as it seems loyalty has no value, and Aer Lingus is often the more expensive choice.
"However, I would really like to know whether there is in fact a customer care unit or it is the pseudonym for the Aer Lingus bin."
Aer Lingus responds "In response to the complaint received from Mr Atkins, a member of our customer-care team has been in contact with him directly. Mr Atkins has been reimbursed for the expenses incurred. We regret the delay in responding. However, I am pleased to say this matter has been resolved."
• Go is awaiting response from Aer Lingus about three further reader queries