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“Poor customer service”
Review of Aer Lingus


Reviewed 29 June 2018

This was the first time that we have flown with Aer Lingus and it will be the last. We chose them due to a competitive price and the fact you could pre-clear US Immigration in Dublin.
The schedule for our flight from Birmingham to Dublin was changed and we were very tight on time for transit in Dublin. We were now scheduled to have 1.5hrs, but we had been watching the connecting flight for a few weeks and it was consistently late. Despite a number of calls to Aer Lingus we were assured the flight would be alright. Needless to say on the day our flight was delayed and we had about 1 hour to virtually run through the airport in order to go through US Immigration and board the plane.
The flight across was uneventful, but it was disappointing that you had to pay for a beer or wine with the meal.
Our flight arrived in Miami on time, and then the fun started. We checked 4 pieces of luggage in at Birmingham and only received 1 piece of luggage in Miami. The time we thought we would save through doing pre-clearance in Dublin was lost through waiting for baggage and then reporting missing bags. This was the first time that our bags have gone missing and i never realised how traumatic it is leaving the airport with your hand luggage and a piece of paper telling you to log on to a website to trace your bags.
We tried logging in to the website but it told us even after the bags caught up with us that they were “tracing our missing bags”. The number we were given to ring told us our bags would be reunited with us the following evening - alas they weren’t, and there was little compassion given to us. Despite numerous phone calls that evening and night they couldn’t tell us where our bags were or when we would get them.
The bags were reunited with us the following day about half an hour before we were joining a cruise ship. On return to the UK I complained to Aer Lingus, and they still haven’t formally responded to my complaint. I have sent emails, tried ringing but I can’t get to speak to anyone from the Customer Service Team. The case has been open for over 10 weeks and they don’t seem bothered about responding.
We weren’t the only people on this flight with bags missing. There was a total of 15 bags that didn’t arrive in Miami, and they were all from Birmingham.

1  Thank richardbU4475XH
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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1,444 - 1,448 of 7,935 reviews

Reviewed 29 June 2018

Great service albeit a propeller airplane.

Loads from the back not the front so if you want to get off quickly then choose a seat to the rear of the plane.

Took the 07:30 back to Dublin. Worth noting that Kerry airport is VERY small. Waiting lounge did not open until 06:45 so don't bother getting there too early.

Very easy process and an enjoyable 55 minute flight.

Very cheap too considering height of the season, the return was under €100 (I only had hand baggage)

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Thank Antony E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 29 June 2018

We flew on a large Airbus where you have 2 seats then 4 and then 2.
A beautiful plane with entertainment, touch screen with loads of films (including children's) box sets games but you do need a two pin jack which they sell for €1.50. More leg room than Ryanair planes.
Staff are great, It was a lovely experience look forward to my next trip with Aer Lingus.

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    • In-flight entertainment (WiFi, TV, films)
    • Value for money
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1  Thank baz1961
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 29 June 2018

Best pilots ever, smoothest landings. Polite staff but for a transatlantic flight you should not have to pay an extra $1000+ to get a seat with leg room. We are short and we were cramped. The dinner food was good but the breakfast leaves a lot to be desired. Also they were very stingy with Diet Coke and I happen to LOVE my caffeine but cannot drink coffee or tea due to acid reflux!

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
Thank Marjorie J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 28 June 2018

Great staff. No problems. Extra baggage was no hassle. Carry on luggage was taken into hold. Very helpful staff.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
Thank Ken B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC