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Aer Lingus Complaint - Bad Customer Service

Review by aer lingus sucks on 2008-11-08
WASHINGTON DC -- I was a passenger on flight 118 from IAD to Dublin. This flight was canceled due to a malfunction in the hydraulic system, however we were kept on board the aircraft for 5 hours with no air conditioning while the crew was deciding what to do. Because of this canceled flight I missed my connecting flight with Lufthansa from Dublin to Frankfurt. I have received no reply from the family waiting to pick me up there so I assume that they are waiting or finally decided to go home.

After we were let off of the aircraft we were told to pick up our luggage and to check in at the ticketing desk for details on what to do next. While at the check in we were separated into two lines: those who had a place to stay and those who didn't. My sister lives in the D.C. area so I had a couch to sleep on, literally. I also didn't need a cab ride because I had already called my sister at 2:00 am and she was on her way to pick me up. At the counter they gave me a card with the helpline and told me all ticketing information and connecting flights would be handled by them.

This morning when I called the hotline I found that those who didn't have a place to stay were put up in hotels like the Crown Plaza (lowest price $140) and Embassy Suites (lowest price $100.00) as well as getting breakfast and lunch paid for. I also was not able to get Aer Lingus to pay for my missed flight or offer to pay the change flight fee of 35 euros. Now I have already saved Aer Lingus hundreds of dollars and imposed upon my sister and friends in Germany and you are not willing to pay for a small ticketing change or take me there yourselves. It is no small wonder why Jetblue and Southwest both rank higher in customer satisfaction.
Comments:1 Replies - Latest reply on 2008-11-08
Posted by Ben There on 2008-11-08:
Airlines don't pay regular rates for hotels, they probably got those rooms for $40. You had the option of staying in a hotel and getting a taxi but you opted not to. Next time people are handing out something for free get in line, cause it might not be there later.

As for your change fee on Lufthansa, you took the gamble of flying on two different tickets and you lost. Airlines have never offered to pay change fees on other airlines if seperate tickets are involved and this includes Southwest and Jetblue. You could have flown Aer Lingus all the way from Washington to Frankfurt through Dublin on one ticket, or you could have flown nonstop from Washington to Frankfurt on Lufthansa, but you went the cheap route and lost your gamble. Just be thankful that you were not on Ryanair out of Dublin becuase you probably would have lost your entire ticket and be forced to buy a new one.

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