Aer Lingus Customer Service

So Aer Lingus now concedes that good service has ‘taken flight’?

Hardly any news for anyone who watched what once was a pleasant little airline slowly turn to a slightly better standard Ryan Air clone. Mind you, I still quite like Aer Lingus’ in-flight and airport personnel, but the service received through its offices and call centres ranges from non existent to abysmal.

This reminds me of the time about two years ago when Willie Walsh was still in charge and I had a relatively minor issue with my frequent flyer points that I just couldn’t get sorted. It wasn’t anything huge – certainly not on the level of when I went absolutely ape shit with some Ryan Air staff in Stansted – but it soon turned into a matter of principle for me that I wanted properly addressed.

I noticed that their email addresses followed the traditional firstname.lastname@aerlingus.ie format, so what did I do? Go right to the top and contact Willie Walsh directly who then referred me to his customer service manager who with trembling voice ended up getting everything fixed.

And the lesson: If you can’t get a customer service issue handled to your satisfaction, don’t bother getting state agencies involved, but go straight to the company’s head honcho.