Aer Lingus

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 999 reviews
5/10
4 star Skytrax Rating
Filter Reviews by :
Show
1/10

"Worst customer service"

(United Kingdom)

Trip Verified | Emailed schedule change but no details. Waited 3 days - nothing. Phoned CS - no idea what was about - will let us know promptly (within a week?). Anxiety sky high. No communication. Phoned again - cheerfully told they had cancelled our inbound flight but that we could get a refund - but only for that flight as outbound still flying!? Just unbelievable. Of course we had accommodation car hire etc booked. Asked re alternatives. Not to worry was told Aer Lingus will ensure we can get an equivalent flight - no problem. Only there was as no flight possible on that date. Was offered similar on next day. Told that Aer Lingus would reimburse us for any additional costs. Said would phone back next day to give time to discuss. Didn’t. I phoned them again. Was told by different person would be reimbursed for costs. No alternative but to book. Asked for confirmation that they would pay additional costs - claimed they were unable to do so as no outgoing mail allowed. Had to redo accommodation (move for one night ): car hire: insurance etc. A lot of hassle. Return a nightmare. Given wrong seats at Check in Orlando. Had to change at gate - tried to give us economy seats instead of Business then did issue Business but not in our names! Had to go back to sort out! No priority for embarking - had to complain -twice - before they would let us on. Shambles. On return submitted extremely modest claim - even ate in the Hotel buffet where they give 25% discount for seniors - which was immediately rejected. They say they have no obligation towards us as they gave us sufficient notification of cancellation. I have been fighting this since but am getting nowhere. They are not affiliated to any ADR so you are basically on your own. Worst customer service - absolute misnomer - ever. They lie and deny. If you have another option take it. I have had to give an overall rating of 1 but it would be minus for all the anxiety and upset they have caused
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteOrlando to Edinburgh via Dublin
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

“Incredibly poor customer service”

(United Kingdom)

Not Verified | Customer service? They don't know the meaning of customer service. Literally pulling my hair out trying to even talk to them. They’re a shambles, don't have a clue what there doing and don't care for their customers at all. Cancelled our flight (which was pre booked 9 months in advance) they cancelled it with less than 12 hours notice and this flight was very important to us as we had paid for a very expensive 60th birthday party for my mother which cost over £3000. Hence why the flights were booked 9 months in advance. However Aer Lingus cancelled them not even 12 hours before we were due to fly. They refused a refund at first. Refused to compensate anything at all. Told me they couldn't pay for any hotel expenses etc (when they can as they refunded a friend of mine for her hotel) so shows they don't stick to the rules and discrimination comes to mind as they pick and choose who they want to refund. In the end after more than a month later and endless amounts of emails and I even wrote to them in person and paid £10 to send everything by air mail from England to Dublin. They still haven't provided the refund apart from £26 for extra baggage we paid for. Said the other £216 is on its way, still not received more than a month and still arguing with them over it. We had to pay an extra £700 for alternative flights due to Aer Lingus behaviour. We didn't get an apology or refund or nothing back. They cost us a lot of money. I would not recommend them to anyone and I will never ever use Aer Lingus to fly again. And we are regular travellers who fly every couple of months and always at least 4 of us. Sometimes groups of 10 of us. So they have lost a lot of loyal and genuine customers being my whole family just because they could not acknowledge what they did wrong or even provide a refund for our cancelled flight. Incredibly poor customer service. Also a complete lack of empathy from their staff as to my situation, it clearly just shows the contempt that Aer Lingus have for their customers. Stay well away.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBelfast to Southampton
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

“they do not value their customers”

(United States)

Trip Verified | In September 2023, I faced a situation with Aer Lingus that I feel compelled to share, as a stark warning to others considering this airline for their travels. After circumstances beyond my control forced me to cancel a flight I had booked, which cost me over 700 Euro, I was plunged into a customer service nightmare that left me feeling cheated and disrespected. Upon contacting Aer Lingus to discuss my options, I was informed that I would only be eligible for a refund of the taxes, amounting to a paltry 50 Euro. This was a shock to me, given the significant amount I had paid. Seeking a more reasonable solution, I requested a voucher for the full value of the ticket, hoping for some flexibility given the unforeseen nature of my cancellation. However, this request was met with an unwavering refusal, accompanied by a cold explanation that it was “too late” for such considerations. The interaction with Aer Lingus’ customer service was not only unhelpful but also distinctly unkind. At no point did I feel heard or understood; instead, I was left feeling like a mere statistic in their booking system, devoid of any human empathy or understanding. The rigidity and lack of accommodation displayed by Aer Lingus have convinced me that they do not value their customers or consider the complexities of real-life situations that may affect one’s travel plans. This experience has been deeply upsetting, not just because of the financial loss, which is significant, but also because of the realization that Aer Lingus is not an airline you can trust to treat you with fairness or compassion. Their unwillingness to provide reasonable solutions or exhibit a basic level of customer service decency is alarming. I urge anyone considering flying with Aer Lingus to think twice. There are numerous airlines out there that value their customers and understand the importance of flexible policies and compassionate service. Unfortunately, based on my experience, Aer Lingus is not among them. This is not just about the money lost but about the principle of treating customers with respect and understanding, qualities Aer Lingus has demonstrated they sorely lack.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBoston to Vienna via Dublin
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

“provides a low-cost experience”

(Ireland)

Trip Verified | Not only specific to my most recent flight but the general experience, and degradation thereof, of Aer Lingus. An airline that charges premium / luxury fare but then provides a low-cost experience, sometimes even worse. From the "lounges" on offer at their various locations and lacking in options, to the lack of any type of useful customers support over the phone and online. This is an airline that doesn't know whether its coming or going. The one saving grace I would say is staff on location are by and large very helpful and supportive.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLeeds to Dublin
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
7/10

"Totally unexceptional experience"

(Ireland)

Not Verified | Totally unexceptional experience on our return journeys. On time flights, slow check-in especially in Geneva. Boarding was fairly slow. Seating was satisfactory. Flight attendants & trolley service were fine. Baggage delivery was punctual & all arrived safely
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDublin to Geneva
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"lost a long time customer today"

(Ireland)

Trip Verified | Disgusting service from start to finish, treated like an a piece of garbage at the gate for their mistake of not printing priority boarding on my boarding pass. And then told it was not their fault. Well, then whose is it? Also purchased Heathrow Express tickets through them and never received them, they blamed it on Heathrow Express and I was told to ring them. I will never fly this airline again, complete buffoonery and third rate service since pandemic. You lost a long time customer today.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDublin to Heathrow
Date FlownJanuary 2024
Seat Comfort 12345
Ground Service 12345
Value For Money 12345
no
6/10

"Cabin crew were very friendly"

(Ireland)

Trip Verified | Disgraceful experience in Munich. Only one person at the desk and there was a huge line people waiting to check in bags. And at the last half and hour another person came and we went to her and done everything but there were queues at security and if that wasn’t enough the boarding pass didn’t scan at security so I had to wait to get my boarding pass back. But onboard it was a great experience. Cabin crew were very friendly. And even during turbulence the pilot was talking on the intercom to say it’s fine. And on Lufthansa that I just flew water was free on Lufthansa but on Aer Lingus you had to pay three euro and they are not supposed to be a budget airline but one thing that was great at the airport was that they waited for everyone.
AircraftA320-214
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMunich to Dublin
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"aircraft that is in horrific condition"

(Ireland)

Trip Verified | Flew on EI-EIL, an old aircraft that is in horrific condition. Seats broken, inflight entertainment broken, no Wi-Fi, no charging facilities. Aircraft shouldn’t be in operation.
AircraftA330-300
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDublin to Orlando
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"doesn't care about clients"

(Ireland)

Trip Verified | My girlfriend and I had a 9 hours flight without TV and WiFi. The food on board was ok with the meal they served but after the meal you can order only crisps, for 9 hours. Insane that they pretend you should have only a meal and crisps, if you want a sandwich you can get after 6 hours. The cabin crew was ok, on board nothing works. Looks like Aer Lingus doesn't care about clients.
Aircraft300/330
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDublin to Miami
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
6/10

“cabin crew exceeded all expectations”

(United Kingdom)

Not Verified | The check-in staff at Manchester gave me incorrect information regarding my baggage. I was told it had been checked-in to Phoenix but that it was necessary for me to retrieve it in Chicago and place it on another conveyor belt. This was NOT true. My baggage went directly to Phoenix, but it caused me a lot of unnecessary anxiety. Having said that, the cabin crew exceeded all expectations. They were the friendliest, kindest and most helpful cabin crew I have ever flown with. This makes a huge difference. Thank you Aer Lingus.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDublin to Phoenix via Chicago
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes