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Aer Lingus voucher or refund - even BBB of NY couldn't get a response from them

I have read many of the discussions here on getting a voucher or refund. I think I have tried everything suggested and still have not gotten anything but some Avios (their frequent flyer club) points put back. I have received several escalation numbers, but no status of when this will be resolved. The BBB suggested I contact the Aviation Consumer Protection Division of the US Dept of Transportation. Has anyone had any luck with them?
I am SO disappointed as I loved traveling with Aer Lingus in the past and their business class was fabulous. I paid quite a bit of money for my May/June tickets which I cancelled at the beginning of lockdown. I now know I should have waited to have them cancel the flight, but at the time who knew what was going to happen. I would be very happy to receive a voucher, but most of all I want this resolved. Calling, filling out their form, escalating-all have done no good. I am my wits end and would just write it off it the amount were not so high. I see others have eventually gotten vouchers or refunds. I wish I knew what the magic is to get them to respond to me.

Posted by
1767 posts

So you cancelled before they cancelled the flight?

In that case the truth is you may not be entitled to anything.

Did you buy a ticket and upgrade with Avios points? Or was one ticket on Avios?

However, if you cancelled a non refundable fare before they cancelled or announced a policy waiving cancellations then you may not be entitled to anything.

"Cancellations by fare type: Transatlantic flights
Saver or Smart Fares

Saver / Smart fares are non-refundable.
Administration fees (booking and credit/debit card), seat fees, baggage and meal fees are non-refundable.
*US DOT regulatory requirement - 259.5(b)(4)"

Posted by
1142 posts

Did you buy a ticket and upgrade with Avios points? Or was one ticket on Avios?
** NO and NO, you can use points to subtract $$$ from total. It wasn't much off, but every little bit helps.
Saver or Smart Fares
** I would have to check, but I doubt business class is a Saver or Smart fare.
But, Carole, why would they not just say it was eligible for all these months instead of just escalating? I want a resolution more than anything. Most of all I would like a voucher and be able to change the original dates to some time in 2021 if possible. At the time of the request they had said that was possible.

Posted by
1767 posts

Business can be a smart saver fare on some airlines (not sure about Aer Linqus)

As for "why" they won't respond, because they have literally thousands of poeple in line with questions.

I think your two options are (1) credit card dispute which may not work based on time past and (2) file with the DOT. DOT is also incredibly backed up but they will eventually get to you.

You should also send the airline a message that you are filing with DOT. I have heard that works sometimes

Posted by
2090 posts

Many airlines are overwhelmed at the moment, so that is not just a problem for Aer Lingus.

But, if you cancelled the ticket you might not be entitled to a refund, it depends on what the fine print says and what booking class your ticket were in.

However, there might also be some European consumer organizations that can help you. Where were the tickets to and from?

Posted by
7400 posts

. I see others have eventually gotten vouchers or refunds. I wish I knew what the magic is to get them to respond to me.

It would be helpful to know when you bought the tickets, ( including what kind of fare) how they were paid for, the origin and destination and when you cancelled them.

Have you been told 'no' or are you in a red tape limbo-nightmare of your getting your turn for processing?

Different situations likely have different solutions.

Posted by
1142 posts

Joe, all this information has been given to Aer Lingus. I asked for the voucher in March at the beginning of CA lockdown when my tour was cancelled. They have all flights through Dublin to Heathrow and back. I received email confirmation of my voucher request. Since then I have only received escalation numbers when I try to get an update. That has been my nightmare.