Frustration with Aer Lingus

GSheehy said:
The days of competing with better products/services/propositions/innovations/creativity/vision seems to be over
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To give them some credit I think much of the race to the bottom is driven by us consumers. Ryanair were the butt of many jokes for years over appalling customer service standards yet we continued to flock to them in our droves. It's not just an Irish problem.
 
Leo said:
Ryanair were the butt of many jokes for years over appalling customer service standards
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They have a laudatory letter on file from me about their handling of an issue I had. I don't send too many of those ;-)

I think they're great and use them a lot.
 
Just to update, I've sent an email to lynn.embleton requesting assistance and will give it a few days to see if that advances things. After that I'll try the regulator. Over the last few months I would have looked for updates via emails & customer support phone calls, needless to say without success.
 
Leo said:
Get on to TrustPilot quick, they need some help!
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6% of the people make 94% of the noise.

Nothing wrong with the RyanAir, just some of the people that use it. You can see them wound up (sometimes boozed up) and ready for battle at the departure gates. Before they introduce seat booking was a disaster alright but that's fixed for a long time now.

It's just great to see this Irish company dominate the others in their target market. A lot of the negative press I see is from the British tabloids that mainly involves UK passengers.

Their (no nonsense) low-cost business model is super. Some people need to manage their expectations better.
 
GSheehy said:
6% of the people make 94% of the noise.
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While that may be true it doesn't take away from the fact that they achieve lower satisfaction ratings that most other airlines. Only Wizz rate worse than them in the UK. They make up most of the complaints posted here as well.
 
Do you not think that that might be down to the market share they have - more passengers , more complaints.

Last flight I took from Canaries, there were 13 RyanAir planes on the tarmac and a just a few single ones from other nationality carriers. Twas a sight to behold
 
Leo said:
While that may be true it doesn't take away from the fact that they achieve lower satisfaction ratings that most other airlines. Only Wizz rate worse than them in the UK. They make up most of the complaints posted here as well.
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Now I am no fan of Ryanair but I can't ignore the fact that Aer Lingus robbed us blind when they had a monopoly into Ireland. Back in the 90's flying home from London at Christmas cost the price of a trans-atlantic flight these days and needed to be booked almost a year in advance if you wanted any kind of semi-decent price. Ryanair changed that, fundamentally.

The Ryanair experience is not always overly pleasant, but having been delayed by 15 mins on a BA flight to Dublin from Heathrow last week whilst other people were trying to stuff half a house into the overhead bins, there is a lot to be said for the Ryanair approach. The rules are clear (ok, some of them like a name change are a robbery) and I would never fancy flying with the family and suitcases with them but for day trips for work/a match or even an overnight, they are fine.
 
GSheehy said:
Do you not think that that might be down to the market share they have - more passengers , more complaints.
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If volume was the differentiator then you'd expect all airlines to receive the same poor score when consumers are being asked to provide a rating score, but that's not the case.
 
Oh, no argument there at all. Aer Lingus was run for the benefit of it's staff. An uncle of mine who retired from them years ago is still getting free flights.
 
A few years ago a work colleague was advised that if you wanted to deal with aerlingus, you did so on twitter. It worked apparently. Don't know whether you have to be a member now though as I'm illitwitterate or Xonerated.
 
No, that gets you this type of response and the exact same on Messenger.

Hi there! I'm Erin, your Digital Virtual Assistant at Aer Lingus

Absolute waste of your time.
 
Absolutely head wrecking. I had 2 bookings for the same flights to France , AL changed the day of the outbound i.e. cancelled their Thursday flight and put us on the Friday flight; I requested a refund for the outbound flight they changed 6 weeks ago - I had 2 different booking references. One refund was processed within 5 days, I am still chasing the second refund. I need to get it sorted before we fly. Have submitted 2 cases and a complaint; have heard nothing, tried their chat and like above it was useless. The webpage where you can follow up on a case number gives a java script error.
tried ringing them this AM and getting nowhere; on hold here for an hour
 
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