Deteriorating Contact centre !!!!
I have flown aer lingus for probably 20 years. Mainly due to their superior customer service. I have always found every part of the business has excellent customer service and all staff are very helpful.
I’ve flown twice in the last 6 months with some issues. I’ve had to call the contact centre for two separate issues - My god what has happened to their customer service! It is utterly terrible. Calling from Dublin to appropriate customer support number.
Dublin to Paris 6 months ago. called to book a newborn onto an existing booking 4 weeks prior to flight. Charged 50€, which was taken from my bank. All ok. 3 days prior to my departure I have no infant on my app. Called again to query why - the only solution was for me to pay another 50€ to get the newborn onto the booking while they investigate the previous call. They are still investigating now and I have chased them multiple times.
Staff are so nonchalant and the communication is a real challenge. Disappointing to see the contact centre go this way!