Update to the original post below:
I was contacted by Cartrawler this morning following this posting and they were extremely helpful, resolving the entire car rental issue in less than an hour. They were pleasant, efficient, and helpful, explaining that a full refund is always offered if a flight is cancelled. Their relationship with Aer Lingus is relatively new, and it appears that the Aer Lingus website support staff were not aware that this is the case.
So, as far as Cartrawler is concerned, I have nothing but praise for the way they reacted and dealt with the problem. They achieved in 1 morning what Aer Lingus staff (including 2 duty managers) utterly failed to do in 9 days. It is amazing what can be achieved by a company that is motivated by customer satisfaction.
Aer Lingus on the other hand did everything in their power to delay, obfuscate and obstruct my complaint. Their entire attitude was one of denying any useful information or assistance and washing their hands of the entire affair. They get my vote for the worst customer service I have ever encountered.
Original Post:
I booked a flight to London, airport parking at Dublin, and a hire car in Heathrow with Aer Lingus. The flight was delayed on the ground for 3.5 hours then took off, but was forced to turn back due to bad weather.
I contacted Aer Lingus the following day (15th Feb) expecting that I would be able to re-schedule all three items with them.
I was told that they could re-book the flight, but that they would do nothing regarding the loss of the money for car hire and airport parking.
I explained to the call centre person that I had booked all three as a single contract with Aer Lingus. (Paid for in one authorised credit card transaction).
I was then put through to the Duty Manager who said she would refer the matter to a "back office colleague" who would reschedule these items, but that this would take a few days. I mailed the details through to the back office person as requested by the duty manager.
9 days later !!! I receive this reply. "Our website offers our customers links to other companies for ancillary products such as car hire and hotels, however the airline has no liability for items purchased through these links, and the contract for services remains between you and the relevant car hire company used in this instance."
To be clear, I didn't use any "links to other companies" while making this booking. I made one booking for all three and authorised one single credit card transaction. This constitutes offer and acceptance under Irish law and forms a a binding contract between myself and Aer Lingus.
I will now be making a claim via the small claims court to recover the costs and compensate me for time lost and inconvenience.
I was contacted by Cartrawler this morning following this posting and they were extremely helpful, resolving the entire car rental issue in less than an hour. They were pleasant, efficient, and helpful, explaining that a full refund is always offered if a flight is cancelled. Their relationship with Aer Lingus is relatively new, and it appears that the Aer Lingus website support staff were not aware that this is the case.
So, as far as Cartrawler is concerned, I have nothing but praise for the way they reacted and dealt with the problem. They achieved in 1 morning what Aer Lingus staff (including 2 duty managers) utterly failed to do in 9 days. It is amazing what can be achieved by a company that is motivated by customer satisfaction.
Aer Lingus on the other hand did everything in their power to delay, obfuscate and obstruct my complaint. Their entire attitude was one of denying any useful information or assistance and washing their hands of the entire affair. They get my vote for the worst customer service I have ever encountered.
Original Post:
I booked a flight to London, airport parking at Dublin, and a hire car in Heathrow with Aer Lingus. The flight was delayed on the ground for 3.5 hours then took off, but was forced to turn back due to bad weather.
I contacted Aer Lingus the following day (15th Feb) expecting that I would be able to re-schedule all three items with them.
I was told that they could re-book the flight, but that they would do nothing regarding the loss of the money for car hire and airport parking.
I explained to the call centre person that I had booked all three as a single contract with Aer Lingus. (Paid for in one authorised credit card transaction).
I was then put through to the Duty Manager who said she would refer the matter to a "back office colleague" who would reschedule these items, but that this would take a few days. I mailed the details through to the back office person as requested by the duty manager.
9 days later !!! I receive this reply. "Our website offers our customers links to other companies for ancillary products such as car hire and hotels, however the airline has no liability for items purchased through these links, and the contract for services remains between you and the relevant car hire company used in this instance."
To be clear, I didn't use any "links to other companies" while making this booking. I made one booking for all three and authorised one single credit card transaction. This constitutes offer and acceptance under Irish law and forms a a binding contract between myself and Aer Lingus.
I will now be making a claim via the small claims court to recover the costs and compensate me for time lost and inconvenience.
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