Because the vast majority of complaints are likely to be frivolous.
No, I wrote to them.
Speculating about the specific issue may be off-topic, but the seriousness of the issue is absolutely relevant. Why? Because the vast majority of complaints are likely to be frivolous. The process is designed to deal with ALL complaints. And the complaint here seems to be around the "difficulty" and "hassle" of having to put your details on an online form every time you engage with the process. What's wrong with writing to them (i.e. filling in the online form) and then leaving them to deal with it?
Have you read the thread? The difficulty isn't with the form, there's nothing much wrong with that bar the problems people without access to computers face. The issue is the lack of follow up or feedback, or any opportunity to query the status of a complaint.
The seriousness should have no bearing on the complaints mechanism. If it's a frivolous complain it should be closed in a reasonable time frame. What is there to gain for either party in entertaining such complaints for months?
Would you have been happy to wait 3 months for your refund like I had to without any acknowledgment or feedback in the meantime?
Clearly you have not read the thread...the issue is with having to spend 30 seconds inputting information.
You seem to be missing my point (and Leper's), which is essentially that frivolous complaints make the system as time consuming as it is.
You are asked to complete an online form with your personal details, your flight details and the nature of your complaint.
If you are lucky you might get a response within 2 to 3 weeks.
You have to complete all your personal detail, flight details, yet again.
Each time you need to respond to the Aer Lingus email you have to complete this identical online form again and again and again
Leo, the issue IS around the "hassle" of having to fill in a few details...see above.
My complaint is about how they deal with customer complaints.
Laramie said:Leper, you still don't get it do you?
Also, 2/3 weeks was mentioned, not 3 months.
Clearly you have not read the thread...the issue is with having to spend 30 seconds inputting information.
No it's not. It's about having to input the same information over and over every time you want to communicate with Aer Lingus. Once should be enough. One reference number should be enough.
You should be able to "reply" to an email from them.
No it's not. It's about having to input the same information over and over every time you want to communicate with Aer Lingus. Once should be enough. One reference number should be enough.
You should be able to "reply" to an email from them.
Completing the form with the same complaint again and again is just delaying issues and clogging up the system. [The word "PUERILE" comes to mind.
The same people who are giving out about having to spend a few seconds inputting some data would be giving out about data protection if Aer Lingus acted purely on the basis of someone citing a reference number.
Our point exactly KG. There is only need to fill in the form once. Completing the form with the same complaint again and again is just delaying issues and clogging up the system.
Those defending Aer Lingus here are on a hiding to nowhere.
They could use a reference number and they should let people know that their complaint has been received and is being looked at. That should happen within hours, not days or months.
It's not in a global context but in a discussion about customer service and the relative quality of the service given by Aer Lingus it is relevant.They don't, it's no big deal, Get over it !!!!!
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