u/mattyp11

I booked a multi-city trip with two flights, (1) JFK to DUB, and (2) SNN to LHR, departing 10 days later. I received a single booking reference for the trip. I knew there was a chance I would have to change or cancel the SNN to LHR flight, so I specifically chose a refundable flex fare. I ended up taking the first flight to Dublin but, sure enough, had to cancel the second flight to London. I called Aer Lingus well in advance of that flight and cancelled with the help of a customer service rep, who assured me that the fare would be fully refunded upon submitting a refund request online.

I went ahead and submitted a request, but because I only received a single booking reference, the system appeared to assume that I was requesting a refund for both flights on my multi-city itinerary -- there was no way to separate out just the SNN to LHR flight. Shortly thereafter I was notified that my refund request was denied and the case was closed. No option to appeal the denial or even talk to a human being was provided -- it simply linked me back to the useless general contact options. I've tried emailing a complaint and calling customer service, but basically everything when it comes to refunds seems to be part of an automated system that no customer rep can override. Before I go through the hassle of filing a claim with the IAA, has anyone ever had success appealing a refund denial? If so, how? Whatever the outcome, this is the absolute last time I ever fly with Aer Lingus. It's criminal how difficult they make it to get help from an actual human being.

I'm a little confused about the carry-on baggage rules and was hoping to get some confirmation. I have an upcoming return flight from the US to Dublin. The booking info in my account shows my luggage allowance as one 23kg checked bag and one small personal item. No mention whatsoever of a carry-on (whereas a connecting regional flight in Europe I'm booked on does show a carry-on bag allowance). This had me under the impression that I'm not allowed a regular carry-on bag. But today I checked the actual baggage policy terms and it seems to say that all transatlantic passengers can bring a 10kg carry-on aboard. So am I correct that I do, in fact, get a carry-on bag plus a personal item? And additionally I still get a checked bag too? Just want to be sure before the flight -- thanks!

Cross-posting from the Aer Lingus sub in hopes of getting more input. Anyway, here's the situation. Using 45,000 Avios, I booked my father an award seat on Aer Lingus in business class from Indianapolis to Dublin. The booking was confirmed and generated a booking reference in my Aer Club account. This was several months ago. This morning, i checked the booking online and when I clicked on it, it returned a message that "This booking cannot be retrieved online."

I immediately called Aer Lingus. The agent told me that the booking was canceled -- meaning Aer Lingus canceled it on their end, but the agent could not provide a reason. To make matters worse, I was never even notified of the cancellation. The agent suggested that I simply use my points, which he assured me had been refunded, to make the booking again. But the points are nowhere to be found in my account. And furthermore, there are no award bookings left anymore, whether business or economy. And even an economy cash fare is $1,200+ one-way given that I'm only finding out about this at the last minute before the flight. I've flown Aer Lingus numerous times and always had a good experience, but this seems absolutely unacceptable and insane -- they canceled the booking without notice, disappeared my points, and left me with no option but to book a last minute cash fare at inflated prices.

I'm supposedly getting a call from a manager later today. Any thoughts on how I should approach it, e.g., what I'm entitled to or what I should otherwise ask for, would be immensely appreciated. Thank You

I have been on the phone with Aer Lingus this morning and don't have any answers yet, so I'm putting this out to the group here in the meantime in hopes someone can provide guidance. We are headed on a family trip to Ireland. Using 45,000 Avios, I booked my father an award seat in business class from Indianapolis to Dublin. The booking was confirmed and generated a booking reference in my Aer Club account. This was several months ago. This morning, i checked the booking online and when I clicked on it, it returned a message that "This booking cannot be retrieved online."

I immediately called Aer Lingus. The agent told me that the booking was canceled -- meaning Aer Lingus canceled it on their end, but the agent could not provide a reason. To make matters worse, I was never even notified of the cancellation. The agent suggested that I simply use my points, which he assured me had been refunded, to make the booking again. But the points are nowhere to be found in my account. And furthermore, there are no award bookings left anymore, whether business or economy. And even an economy cash fare is $1,200+ given that I'm only finding out about this at the last minute before the flight. I've flown Aer Lingus numerous times and always had a good experience, but this seems absolutely unacceptable and insane -- they canceled the booking without notice, disappeared my points, and left me with no option but to book a last minute cash fare at inflated prices.

I'm supposedly getting a call from a manager later today. Any thoughts on how I should approach it, e.g., what I'm entitled to or what I should otherwise ask for, would be immensely appreciated. Thank You

I have been on the phone with Aer Lingus this morning and don't have any answers yet, so I'm putting this out to the group here in the meantime in hopes someone can provide guidance. We are headed on a family trip to Ireland. Using 45,000 Avios, I booked my father an award seat in business class from Indianapolis to Dublin. The booking was confirmed and generated a booking reference in my Aer Club account. This was several months ago. This morning, i checked the booking online and when I clicked on it, it returned a message that "This booking cannot be retrieved online."

I immediately called Aer Lingus. The agent told me that the booking was canceled -- meaning Aer Lingus canceled it on their end, but the agent could not provide a reason. To make matters worse, I was never even notified of the cancellation. The agent suggested that I simply use my points, which he assured me had been refunded, to make the booking again. But the points are nowhere to be found in my account. And furthermore, there are no award bookings left anymore, whether business or economy. And even an economy cash fare is $1,200+ given that I'm only finding out about this at the last minute before the flight. I've flown Aer Lingus numerous times and always had a good experience, but this seems absolutely unacceptable and insane -- they canceled the booking without notice, disappeared my points, and left me with no option but to book a last minute cash fare at inflated prices.

I'm supposedly getting a call from a manager later today. Any thoughts on how I should approach it, e.g., what I'm entitled to or what I should otherwise ask for, would be immensely appreciated. Thank You.