✅ Trip Verified
| Seattle to Birmingham via Dublin . I booked a three-segment flight to Birmingham, UK, following the route SLC to SEA, SEA to DUB, DUB to BHX. The first segment was an Alaskan Airlines codeshare. I go to the Alaska Airlines counter at Salt Lake and check-in, as I could not check-in online due to the international segments. They check my luggage through to Birmingham, and tell me to print off my Aer Lingus boarding passes in Seattle. No big deal, I think. That's not an uncommon issue with codeshares. I land at Seattle, 6 hours in advance of my next flight's departure. I exit security and make my way to the Aer Lingus ticket counter. Which, as it turns out, isn't staffed. No problem! I think (foolishly). I'll just check in at a kiosk. Oddly enough, kiosk returns "Flight is not open for check-in." Okay, fine I go to check-in online. But my record locator isn't working, so I call customer service. I inform them I can't print my boarding passes. They give me a record locator and tell me to try checking in online. I try, and the "Reprint boarding passes" button is greyed out. Let's try the mobile app - nope, "No issuing boarding passes" error is returned. I call customer service again. Unapologetically, they tell me to just wait until they start staffing their single ticket counter at Seattle. They also tell me to try calling my travel agency (AmEx Global Travel, in this case, who I'd booked through). I call AmEx. They apologetically explain that they don't even have an agency dial-in to Aer Lingus; they can call Aer Lingus but will get the same runaround as I did. The AmEx agents are always good people. Fine. I decide to chat with an Alaskan rep, who is friendly and tells me "Yeah, Aer Lingus has a tendency to annoy a lot of travelers with their customer service approach." This is 2019. "Printing boarding passes" is sort of a fundamental thing. The second rep I talked to on the phone told me "We're going paperless," which would be great if literally any of their IT toolkits worked properly. The agents didn't know when the kiosks would be available for check-in. Nor could agents release the flight for me to check in again, or authorize re-fetching my boarding passes, or email them to me, or send them via SMS, or authorize their access with their mobile app. If you look at Google Reviews, you'll see that Aer Lingus has a well-deserved 1.2 stars out of 5 at SEATAC. I won't fly Aer Lingus again. Basic customer service can't and shouldn't really be ignored - due to them, I spent 3 hours sitting outside the security zone at SEATAC because none of their agents were either trained or had permission to actually distribute boarding passes. This is senseless, and moreover *easily corrected.* This is not complex work, and not something any other transatlantic carrier operating in North America has issues with. 0/10. Failures happen. I'm not going to judge an airline by its errors, but by how it attempts to remedy them, which in this case, appears to be a determined course of calculated indifference.