Review Time
We had a great experience with Aer Lingus on our return flight from Madrid to Dublin. My daughter was sick and the staff on board were so kind and helpful, provided us with ginger ale and a bottle of water. We felt very well taken care off. Pilot was lovely too, kept as well informed throughout the flight. There was turbulence due to the weather, as we landed which we were notified about well in advance.
Treat special needs people like dogs bunch of kids having fun not interested in her job all hanging around together having a laugh not one big concerned about how there are client or customer is horrible experience flying with Aer lingus. Nearlly miss my flight to Birmingham. What's the alternative Ryanair there s*** too
Delayed baggage – internal policy applied instead of Montreal Convention liability
Checked baggage did not arrive on a short, time-critical business trip from the UK to Ireland. The delay was reported immediately at the airport and logged with the airline. Staff advised that same-day delivery was unlikely and that essential replacement items should be purchased and receipts retained for reimbursement.
Because there were early business meetings and no access to clothing, toiletries, or professional items, essential purchases were unavoidable. The baggage was not reunited until late the following day, meaning it was effectively unavailable for the duration of the trip.
The airline later reimbursed only a small fixed amount and confirmed in writing that this represented the “maximum liability” under its delayed baggage policy and constituted full and final settlement.
This position relies on an internal policy cap rather than the liability framework set out under the Montreal Convention, which governs compensation for damage caused by delay to checked baggage. The Convention does not impose an arbitrary low fixed limit; it requires reimbursement of reasonable and necessary expenses up to the applicable SDR ceiling.
It is disappointing that an established carrier would rely on an internal policy cap instead of applying the correct international liability standard where the delay was acknowledged and the expenses were reasonable and business-related.
Passengers should be aware of the difference between an airline’s internal policy and the Montreal Convention liability regime when pursuing delayed baggage claims.
I have officially given up on Aer Lingus. After years of being a loyal and proud customer, I am appalled by how far this airline has fallen in terms of customer service and operational integrity.
I attempted to change an existing booking to next Wednesday or Thursday. Despite the website claiming a change fee of only £35, the system refused to show any availability for those dates. However, when I searched for those exact same flights as a "new booking," they appeared immediately—at a significantly higher price.
It is clear that Aer Lingus is intentionally blocking existing ticket holders from accessing seats to force them into buying entirely new, expensive fares. Their "Manage Trip" tool is essentially a dead end once they have your money.
I have now booked my return trip with easyJet to Gatwick instead. It is a sad day when a budget carrier offers more transparency and better reliability than what used to be a premium national airline. I will be avoiding Aer Lingus at all costs in the future. They have gone completely downhill and are now absolute rubbish to deal with.
Dear Customer Support,
I am still waiting for assistance, and the lack of any response is unacceptable.
I request immediate support or a phone call without further delay.
This level of service falls far below reasonable expectations, and I expect this matter to be addressed promptly.
AWFULL SERVICE !!!!
it is a very frustrating situation.
When you’ve been waiting, no one is responding, and you feel completely ignored, it’s natural to reach a breaking point.
I sent 10 emails and noone is answering, no phone number just email to contact. crazy !
Regards
I have flown with this airline between Manchester and Orlando for the last few years and usually had a reasonably good experience, but this year has been different. I had a flight scheduled on that route in April when I started hearing rumors about the airline withdrawing from Manchester. Recently, I received an email from them discussing the 'uncertainty.' They did not confirm whether my flight would proceed, but offered options to change it or request a refund, which was quite clear. However, the provided links for these options are non-functional, and contacting them via phone, email, or chat has proven to be impossible—my chat has been in a queue for three days now. Their social media only features bots, making it difficult to reach them there. In summary, I would strongly recommend avoiding this airline.
We are scheduled to fly with the airline in less than 24 hours, traveling with an infant, and this has turned into one of the most stressful experiences we've encountered.
When we attempted to add our baby to the booking, the airline made an error with the infant’s name. As a result, their agents canceled the infant booking, issued a refund, and instructed us to pay again.
Since that incident:
we have not received a payment receipt,
we lost access to our booking on the airline's website,
and despite making 6 phone calls and spending over 6 hours on the phone, no one has resolved the issue.
Now, with less than 24 hours until departure and a baby in tow, we still lack written confirmation that everything is in order.
This predicament arose from the airline’s own mistake, and the absence of accountability, escalation, and urgency is incredibly disappointing.
Traveling with an infant demands reliability and clear communication — sadly, this has not been our reality.
My partner surprised me with a trip to Boston for my 40th birthday, flying in business class. Unfortunately, the experience did not meet the expectations set by a national flag carrier. Check-in was friendly, but we were informed that the lounge was closed for renovations and received unclear instructions regarding a “voucher” and “allocated seating” near a fast-food outlet—neither of which actually happened. With no alternative lounge provided and lacking clear directions, we went directly to pre-clearance and the gate, where there were no business-class amenities at all. The aircraft was a new model: reasonably comfortable, but as a single-aisle jet, boarding felt cramped, with all passengers passing through the business section. Unsurprisingly, no pre-flight drinks were offered—something I’ve never encountered in business class with any airline. Once airborne, the service was slow. Despite taking off at 11:57, our first drink didn’t arrive until 12:39. The crew was friendly but clearly overwhelmed given the cabin size. An inoperative oven in the forward galley meant that starters and mains were served at the same time, contributing to a sense of disorganization. There were some positives: when drinks finally came, the cabin manager generously increased portions, hot towels were provided, the entertainment options were good, and both the cabin and toilet were clean. The flight itself was smooth and the aircraft comfortable. However, there was no second drink service—passengers had to approach the galley to request more. A light snack was provided before landing, and the cabin manager kept the atmosphere light with his humor, but overall, the experience felt inconsistent and underwhelming given the cost of a business-class ticket. In summary, the company needs to improve its service. For the price, one would expect a more polished and reliable experience. Without a functioning lounge, no pre-flight service, slow onboard delivery, and understaffing, the whole experience felt lacking. For future long-haul flights, I’d suggest considering other carriers. While I’ll continue using this airline for short hops, for trips like this, we’ll be looking elsewhere.
I used Emerald Airlines today - the budget ‘cousin’ of Aer Lingus. I travelled from Glasgow to Belfast. It’s not really possible to find fault. It was an extremely pleasant experience. The gate was called early. Boarding was straightforward (they are small planes). The crew (one woman and a pilot) were friendly and efficient. The flight took off early and landed early. It’s really not possible to criticise any aspect of it.One small thing that might be useful to know. These are small planes. And boarding is by what can best be described as a glorified step ladder. A steep, (ish) narrow ladder. Fine for young travellers but for an older traveller trying to manage luggage in the rain it’s slightly challenging. Luckily I am very capable and just took it slow. An older (than me!) passenger might need assistance. But maybe I exaggerate?Great to have another travel option. Would happily use again.
Caution with this airline! They impose charges at the gate! We booked an international flight via a hub and were allowed to check in one bag each for free.
We opted to check in just one large suitcase and bring a carry-on. I inquired with the representative at the check-in desk if my suitcase was acceptable, and she provided no feedback...
When we reached the gate, that same representative and two other staff members were measuring bags to ensure compliance with size regulations (this could have been addressed at check-in) and charged £35 for every bag that didn't fit the criteria. They were quite aggressive in enforcing this!
Very misleading and underhanded, especially since I had asked at check-in.
Aside from this issue, we enjoyed a pleasant flight and the cabin crew were friendly.
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Aer Lingus is the Irish flag carrier, founded in 1936. In summer 2022, Aer Lingus will operate over 100 routes, flying to over 71 direct routes and to 62 destinations from Ireland to the UK and Europe. The airline operates 16 transatlantic routes from Dublin, Shannon and Manchester UK to North America and the Caribbean. Aer Lingus is a 4-Star airline, awarded by Skytrax, the international air transport rating organisation. Aer Lingus is a member of International Airlines Group (IAG), one of the world's largest airline groups. For more info, visit www.aerlingus.com.
Transatlantic Destinations from Ireland
New York, JFK
Newark, New Jersey
Boston
Washington, DC
Hartford, Connecticut
Philadelphia
Orlando, Florida
Miami, Florida
Chicago
Los Angeles
San Francisco
Seattle
Toronto
Transatlantic Destinations from Manchester
New York, JFK
Orlando
Barbados
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