DEAR TRAVEL TROUBLESHOOTER: I missed my flight from Edinburgh, Scotland to Dublin because Aer Lingus didn’t have enough staff. There was only one employee at Edinburgh Airport to check in all passengers that day. This lack of staff resulted in me and more than 20 other passengers waiting in line for over 3 hours to check in. We all missed our flights because of this and I also missed my connecting flight to Boston.
Aer Lingus wrongly charged me a fee to change my flights and get me home. A representative told me I could get a refund if I submitted a claim online. I have been contacting Aer Lingus for six months but I am still not getting anywhere with their customer service. I also emailed the CEO and was simply transferred to another customer service representative who takes weeks to get an email.
Can you help me get a refund for the $1,200 change fee?
— Catriona Garry, Norwood, Massachusetts
ANSWER: Aer Lingus should have had more than one member of staff at the airport to check you in. But they didn’t, and when I reviewed the correspondence between you and Aer Lingus, it was clear what had happened. Your departure was scheduled for the busy summer travel season when airports are crowded and flights are at full capacity. And it looks like the only member of staff who checked you in worked for a third-party provider called Swissport, not Aer Lingus.
And there was another factor that complicated matters: The first leg of your flight was not on Aer Lingus, but on Emerald Airlines, a codeshare partner. According to Aer Lingus, your itinerary did not include a connecting flight to Boston, but it’s unclear how that could have happened.
You missed your flight to Dublin because the line was slow due to several events. However, when you didn’t board your return flight to Boston in Dublin, Aer Lingus considered you a “no-show” and canceled your reservation. (All airlines do this, so it’s not just an Aer Lingus policy.)
When you requested a refund, you received a form letter from Aer Lingus reminding you to arrive on time for your Emerald Airlines flight:
“Our recommendation is that all guests arrive at the airport 2 to 2.5 hours before departure for flights within Europe and 3 to 3.5 hours before departure for flights to/from North America, regardless of whether they checked in online or via mobile,” the letter states.
Clearly Aer Lingus hadn’t read your report. You waited in line for 3.5 hours, which meant you had hours to spare at Edinburgh Airport.
You did a great job of keeping the records and eventually contacting the CEO of Aer Lingus. It felt like Aer Lingus was trying to wear you down with boilerplate answers and empty promises. The airline relied on a third party to ensure adequate staffing in Edinburgh, but that third party failed to meet its obligations, so Aer Lingus is still responsible even if you fly with Emerald Airlines.
The bottom line? If you’re taking a connecting flight, make sure your itinerary is linked by the same reservation number. Otherwise, you could be in big trouble if you miss your first flight or it’s delayed.
If this happens again, ask the ticket agent to note in your reservation that you were delayed for reasons beyond your control. This will allow another ticket agent in Dublin or wherever you are changing to waive your rebooking fees. And if you are working with a travel agent, don’t forget to contact them. They can get you out of such a situation without you having to pay any additional fees.
I contacted Aer Lingus on your behalf. After a few weeks, you received good news. “Aer Lingus has finally refunded my rebooking fees almost seven months after my trip,” you said. “I really appreciate your help.”
Christopher Elliott is the founder of Elliott Advocacy, a nonprofit organization that helps consumers solve their problems. Email him at [email protected] or contact him at elliottadvocacy.org/help/ for help.
(c) 2024 Christopher Elliott
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