Customer Service Plan
Advising on the lowest fare available
Our lowest fares are available through our website. Our telephone reservation system, Call Center representatives and airport ticket counters will tell customers that the lowest fare we offer can be found on our website. You may increase chances of getting a lower fare by being flexible in selecting your travel dates. Call Center representatives will be happy to look for lower cost alternative itineraries upon request if your travel plans are flexible.
Notify customers of known delays, cancellations and diversions
We know the importance of getting customers to their destination on time and work hard to do so. There may be occasions when weather, air traffic control, operational or unforeseen circumstances lead to flight delays, cancellations or diversions. In such instances, we will make available the most current, accurate information about your flight’s status involving known delays, cancellations and diversions.
Deliver bags on time
We understand the inconvenience when a bag does not arrive at your destination. If your checked bag is delayed or misplaced we will do everything possible to locate it and reunite you within 24 hours, compensating for reasonable expenses that result due to delay in delivery, as required for international flights, and reimbursing for any fee charged to transport a bag if that bag is lost.
Allow reservations to be cancelled without penalty for a defined period of time after purchase
Reservations made through our telephone reservation system, aerlingus.com and at our airport tickets counters are instant purchase. Fares are nonrefundable, except that for flights to/from the United States, you may cancel the ticketed reservation without penalty and receive a full refund provided that you cancel the reservation within 24-hours after making it if the reservation is made one week or more prior to a flight’s departure.
Provide prompt ticket refunds
We are committed to refunding all eligible tickets purchased in a timely manner. Eligible tickets purchased through our telephone reservation system, aerlingus.com and airport tickets counters will be processed, less any applicable service fees, within 20 days for cash purchases and 7 business days for credit card purchases once we receive your request accompanied by any required documentation.
Please ensure to have cancelled your reservation prior to the scheduled departure time of your flight and to include in all correspondence the passenger’s name, address, credit card number used to make the purchase, ticket number(s), dates of travel and origin and destination cities.
Properly accommodate passengers with disabilities and other special needs
We are committed to providing a safe and comfortable travel experience for all customers. Customers requiring additional assistance, including individuals with disabilities will be provided with the utmost attention, respect and care. All employees who have interaction with customers are trained in accordance with the Air Carrier Access Act and DOT rules for accommodating passengers with disabilities (14CFR Part 382). We will handle other special-needs passengers as outlined in our policies and procedures, which can be found on our site index under special assistance. We additionally have employees trained as Complaint Resolution Officials available to assist in resolving any matters should they arise.
Aircraft Seating Configuration and Lavatory Availability
Meet customer’s essential needs during lengthy tarmac delays
We are committed to providing customers with reliable service. On occasion weather, air traffic control, safety considerations, operations and other factors may cause lengthy tarmac delays. In the event of a lengthy tarmac delay, Aer Lingus will make every effort to ensure that essential needs are met by providing snack food, drinking water at specific intervals; restroom facilities; and adequate medical assistance in accordance with our Tarmac Contingency Plan at all US gateways we serve.
Handling passengers with fairness and respect in case of oversales
We make every attempt to accommodate all customers booked. There may be rare occasions however, when we are unable to provide you with a seat on a specific flight, even though you hold a reservation and have checked in on time. This is referred to as oversales and may occur due to operational requirements, inventory control policies and varying degrees of no-show passengers. When such conditions occur, it is our policy to arrange the first available alternate accommodations as efficiently as possible and/or compensate eligible passengers in accordance with applicable US Department of Transportation (DOT) regulations and in accordance with our policies and procedures for determining boarding priority.
Disclosure of travel itinerary, cancellation policies, frequent flyer rules, lavatory availability and aircraft configuration
We will provide clear information to customers about policies and services on our website and through our telephone reservation staff and representatives at the airport.
Notifying consumers in a timely manner of changes in their travel itineraries
There are occasions where we need to make changes to our schedules. On such occasions, our Reservation Representatives will make every attempt to contact you in advance at the phone number or email address you have provided us with in your reservation record.
Responsiveness to consumer complaints
We are dedicated to providing customers with a high level of service but realize there may be times when we did not reach our goal or your expectations. Your feedback is important and helps us to make changes to practices and procedures. We will acknowledge receipt of each customer complaint within 30 days of receiving it, and will send a substantive response within 60 days of receiving the complaint.All complaints should include the following information: flight numbers, travel dates, city pairs, ticket numbers, passenger names, and full mailing address.
For residents of North America, please send correspondence to:
Aer Lingus Customer Care Unit
300 Jericho Quadrangle
Jericho, NY 11753
Fax: 1 516 622 4281
For residents of the EU, please send correspondence to:
Aer Lingus Customer Care Unit
Aer Lingus Head Office
Fax Number: 00353 1 8863832
Provide services to mitigate inconveniences resulting from cancellations and misconnections
Our focus is to get you to your destination safely, and on time. There are occasions when weather or other challenges can make it difficult if not impossible to do so. In such instances, we will make every effort to contact you in advance at the phone number you have provided us with in your reservation record.
When a cancellation or major delay is experienced, we will make all reasonable attempts to reroute you on our next flight with available seats or in some circumstances on another airline or alternative means of transportation. If we cannot get you to your final destination on the expected arrival day, we will provide reasonable overnight accommodations, subject to availability.