Brendan Burgess
Founder
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An interesting article in today's Irish Times by Dominic Coyle castigating Aer Lingus for how badly they have handled the refund process.
Mr N.W.’s case is just one of well over a hundred that I have received from people who have been waiting months for refunds, vouchers or even some form of communication beyond an automated email acknowledgement to indicate that the airline [Aer Lingus] actually understands their plight and outlining (and delivering on) a reasonable timeframe for resolution.
Ryanair regularly gets spotlighted for its functional and impersonal customer service – especially for those who experience problems with bookings or flights. All I can say is that I have had only a handful of complaints about its failure to deal with these same issues in a reasonable timeframe during this crisis.
Maybe Ryanair passengers just don’t expect the same degree of customer service that Aer Lingus passengers do; maybe that airline’s lean and flexible operational model has made it easier for it to address issues that have arisen. Maybe it’s a bit of both.
Mr N.W.’s case is just one of well over a hundred that I have received from people who have been waiting months for refunds, vouchers or even some form of communication beyond an automated email acknowledgement to indicate that the airline [Aer Lingus] actually understands their plight and outlining (and delivering on) a reasonable timeframe for resolution.
Ryanair regularly gets spotlighted for its functional and impersonal customer service – especially for those who experience problems with bookings or flights. All I can say is that I have had only a handful of complaints about its failure to deal with these same issues in a reasonable timeframe during this crisis.
Maybe Ryanair passengers just don’t expect the same degree of customer service that Aer Lingus passengers do; maybe that airline’s lean and flexible operational model has made it easier for it to address issues that have arisen. Maybe it’s a bit of both.