Customer Service Plan
Advising on the lowest fare available
Our lowest fares are available through our website. Our telephone reservation system, call centre representatives and airport ticket counters will tell all potential guests that the lowest fares we offer can be found on our website. You may increase your chances of getting a lower fare by being flexible in selecting your travel dates. Call centre representatives will be happy to look for lower cost alternative itineraries upon request if your travel plans are flexible.
Notify guests of known delays, cancellations and diversions
We know the importance of getting guests 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'll do everything possible to locate it and reunite you within 24 hours. We'll compensate for reasonable expenses that result due to delay in delivery, as required for international flights, and will reimburse 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 non-refundable, except for flights to/from the United States, where you may cancel the ticketed reservation without penalty and receive a full refund provided that you cancel the reservation within 24 hours of making it, and if the reservation is made one week or more prior to a flight's departure.
Provide prompt ticket refunds
We're 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 seven 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 guest's name, address , credit card number used to make the purchase, ticket number(s), dates of travel and origin and destination cities.
Properly accommodate guests with disabilities and other special needs
We are committed to providing a safe and comfortable travel experience for all guests. Guests requiring additional assistance, including individuals with disabilities, will be provided with the utmost attention, respect and care. All employees who have interaction with passengers are trained in accordance with the Air Carrier Access Act and DOT rules for accommodating guests with disabilities (14CFR Part 382). We will handle other special-needs guests 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 you in resolving any matters should they arise.
Long haul aircraft seating configuration and lavatory availability
For information on aircraft accessibility, please see Disability Assistance.
Meet guests' essential needs during lengthy tarmac delays
We're committed to providing guests 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 U.S. gateways we serve.
Handling guests with fairness and respect in case of oversales
We make every attempt to accommodate all guests 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 guests. When such conditions occur, it's our policy to arrange the first available alternate accommodations as efficiently as possible and/or compensate eligible guests in accordance with applicable U.S. 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, restroom 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 guests 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've provided us with in your reservation record.
Responsiveness to guest complaints
We're dedicated to providing guests with a high level of service but realise there may be times when we don't reach our goal or your expectations. Your feedback is important and helps us to make changes to practices and procedures. Please use our for all complaints. We'll acknowledge receipt of each guest complaint within 30 days of receiving it, and will send a substantive response within 60 days of receiving it. All complaints should include the following information: flight numbers, travel dates, city pairs, ticket numbers, guest names and full mailing address.
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've 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 can't get you to your final destination on the expected arrival day, we will provide reasonable overnight accommodation, subject to availability.