Aer Lingus taking six weeks to deal with customers’ complaints
The airline admits taking up to six weeks to deal with passenger complaints, but says improvements will not be in place until June.
Customers telephoning the airline’s Dublin Airport headquarters get through to a recorded message telling them to write in.
However, growing frustration over delays in dealing with their complaints prompted passengers to complain to the Office of the Director of Consumer Affairs (ODCA). ODCA officials were also unable to get a response from Aer Lingus complaints personnel.
Aer Lingus commercial director Enda Corneille blamed the delays on the rising volume of complaints triggered by new airline compensation laws.
“It would be fair to say that we have seen an increase in the level of customer complaints over the last year, mainly as a result of new legislation,” he said.
“This has contributed to a backlog and we recognise our systems and procedures need to be enhanced and updated, so we have a task force looking at that.
“We are investing in a new system, which will come in on June 5, and will streamline our ability to handle complaints.”
The national airline said it was looking to set up a complaints hotline so passengers can ring in with their grievances.
From June, the airline said it aims to deal with, or at least acknowledge, all complaints within 10 days.
New European laws entitle passengers to compensation if they are shunted off a flight or if their flight is cancelled due to problems like bad weather.
Aer Lingus, which had opposed the law, said complaints had risen as a result, causing the backlog and prompting the rethink on customer care.
Airline spokeswoman Gillian Culhane said: “Our new system will allow us to pinpoint trends in complaints so these can be addressed to improve the overall service to our customers.”
Frustrated passengers had turned to the ODCA, but officials had to send inspectors out to Aer Lingus.
ODCA Colin Bird spokesman said their office received only a few complaints from passengers about the slowness of Aer Lingus in dealing with complaints.
“On two or three instances, we sent inspectors out to see them and they did give us an answer,” he said.
