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Seeking help at airport on day of Aer Lingus flight

Posted by on

Well, I am back again with yet another Aer Lingus "bump you around inside the plane to see where we seat you now" issue. Last month I had a trip to Dublin from ORD planned. Aer Lingus switched us around on the day of flight. Aer Lingus not my favorite I was so upset, I canceled that flight and re-booked for today, a month later. In re-booking I again picked extra leg room seats for us which I again for which paid extra. When I checked in on the app, our seats were, of course, changed. This time we went from extra legroom seats to standard seats, against the toilet that do not recline. I now have over $2K invested in two round trip tickets ORD-DUB and possibly the worse seats on the plane.

OK, calling did no good. I was instructed to ask at the airport. ("Thank you sir, may I have another?" [Animal House]). Here is my question: Asking at the airport- who do I ask, the person at the Aer Lingus counter up front, prior to TSA? Or ask the person at the gate? If is is the person at the gate, how long before the flight do they generally show up?

This entire situation so aggravated me, I was unable to sleep last night. This trip is certainly starting our in the toilet. I just hope someone doesn't flush.

Posted by
1997 posts

I, too, have horror stories about Aer Lingus and finally quit flying them even though I loved their business class. The counter won't be open until a few hours before the flilght. You can chat with them at their website to find out exactly how many hours before the flight they will be there. I am so sad that their service has gotten so horrible because pre pandemic I loved that airline. There is also a form on the website you can fill out to complain, but all you will probably get is an 'I'm sorry' response.

Posted by
645 posts

Well, you are due a refund of the $ you paid for the extra legroom seats if they moved you to
a regular seat.

But I would do the HUACA (hang up and call again) thing at least once before giving up on the
situation. I'd have the credit card info and date of charge in hand before calling. I assume
you've confirmed the charges actually hit your card, and you should check to see if they've
refunded you as part of the downgrade.

AE should not be moving paid seat assignments without good reason. I suppose it's
also possible their IT services are so screwed up they've lost track of your payment.

Airlines will claim they have the right to move seats, but they should make an effort
to keep you within the same seating level you've paid for.

Asking at the airport on day of flight is silly and just lousy advice. By that time all the seats
will have been assigned and you'll be asking them to bump someone else.

For what it's worth, you may have forfeited your extra seat payment for the first flights because
you cancelled. So don't do it again until you've exhausted options.

If you live close to O'Hare, I'd consider a trip there to speak to the counter staff as soon as
possible, not the day of the flight. You may get more attention than with some untrained
phone agent.

Lastly, you can write a complaint letter to AE, and also the FAA. Ask AE for some level of
compensation specifically for your wasted time and efforts.

Posted by
1033 posts

If you’re going to file a complaint, do it first thru Aer Lingus, then the US Dept of Transportation or Better Business Bureau, the FAA won’t do you any good and a waste of time.

Posted by
645 posts

margie is correct, my bad, but DOT has no power to make AE do anything either, but
it does go on their record and DOT can yell at the airlines.

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