In a connecting flight ask the ticketing agent to ensue our luggage would make the transfer from one AerLingus flight to another, we were assured by them that it was under control and not be a problem. Needless to say, the luggage did not arrive with us at the destination and the two bags were lost.
We reported the two baggage lost which they found one of them the next day and put it on a plane to catch up to us. They then lost this bag a second time. They then found the second bag and again sent it on to us, only too promptly loose that one a second time as well. It is now over 72 hours, we are on a tour with others and still no luggage and no comfort as to what Aer Lingus is doing to help.
Neither the web site not the lost baggage hot line have provided any value or effort to resolve the incident. Even after three days, all we get is we are waiting for someone else in their organization to do their job. No accountability, no ownership, by those assign with customer satisfaction.
In the end, we all know that problems sometimes happen when travelling, the true test of a quality organization is how they handle the problem to resolution in support of their client through their error. It is clear that Aer Lingus does not understand this basic concept of customer support.
Fly them at you own risk, and if you get into trouble with them don't expect any reasonable support when they make their inevitable mistake! read more
