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| I booked my flights through Aer Lingus and put in the bids for upgrades. The first flight out was on 12th march and the upgrade bid was accepted and paid for. Unfortunately within a few days of travel the holiday was cancelled and we were advised to return home. Aer Lingus offered free change of flight but price difference would apply. The change function on the website and app were not working. I received a message telling me to contact direct by phone. I was surprised by this in such an age of automation, and a little disappointed. But I was given no other option by Aer Lingus. I called as advised and was on hold for a full 2 hours, I then spoke to an agent who advised my change of flights would be €435 as this represented the fare difference. I accepted and was asked to wait so he could set up payment, then he hung up without taking payment. I was not called or contacted by this agent despite him confirming my phone and email details. So I called again, and again on hold, this went on for 90 minutes when again, having not spoken to an agent, the line was hung up. I called again and after 1 hour the same occurred. That now made it close to 5 hours and no change of flights possible, the frustration at this lack of basic functionality in such a company I found staggering. With the global situation going from bad to worse and the fear of being trapped in the states with no medical insurance and all the other problems a lock down or illness would bring, we had no choice but to book completely different flights to get us home. Again we went with Aer Lingus and this cost us €1577.76. Although I was glad I could get us home, and in the knowledge that I did not have to use Aer Lingus again, despite being so frustrated at the lack of service, I did. But would have been a lot happier if the same ease to book new flights could have been matched by the process for changing existing flights. I received a mail 18th of March to say that I could cancel my flights for the 23rd and would receive a credit in the way of a flight credit plus 10%, again I would have preferred a refund but, was happy to cancel the flight and take the credit to be used later. Then I received a mail to say that my upgrade for my cancelled flight home had been approved and a further €980 had been debited to my card. I now make that a total of €2,5557.76 that I have paid Aer Lingus for flights I should have been able to change for €435. A staggering €2,122.76 cost difference because Aer lingus could not provide basic functionality to change a flight during an emergency. since then I have sent a number of emails looking for clarification and have been replied to by different people each time. the latest tells me that no vouchers apply for flights before the 21st of March. my flight was on the 23rd and I have provided all the documentation they have asked for on this. In my latest call to them, after a further long wait, I was told that this would have to be dealt with by a manager and I was promised a call within 48 hours, this has not happened. I know they are hoping that I get tired of this and just walk away, but I won't.