Cancelled Aer Lingus customers in refunds struggle

Some Aer Lingus customers have said they are struggling to get refunds following the airline's recent decision to cancel all its transatlantic flights from Manchester.

The Irish operator said it would end New York-bound flights from 23 February and other transatlantic services from 31 March.

It said all affected customers were being provided with rescheduling and refund options.

But customers have told the BBC they have received conflicting messages about their bookings.

Maria Apostolache, from Formby in Merseyside, said her family had been looking forward to visiting Walt Disney World during the forthcoming Easter holidays.

She said a "black cloud" had developed after the airline rejected their initial requests for a refund.

She and her husband spent about £3,200 for direct flights with their two children, who are aged seven and 10.

Maria explained: "They shifted both the departure and return by a day and added connections without our permission.

"We have small children - we can't change flights everywhere."

The couple initially tried to rearrange their flights to more suitable dates.

When they were unable to do so, they sought a refund from Aer Lingus.

Maria said they were given a number of options but a phone call to the airline was abruptly ended by a worker.

"They just said to 'navigate the website' and 'it has to be a cash refund'.

"I said that's what we've done and they said 'I don't have any time to spend time with people to show them how to submit for a refund.'

"I responded that I know how to submit for a refund. It's just not clear which one."

The impact of the cancellations means the couple are now looking for other flights, which could prove to be significantly more expensive.

"If I want a direct flight, I have to spend £8,000," said Maria.

"That's the whole budget for the holiday."

Darryl Matthews, from Leeds, spent more than £500 when he booked a return basic flight to Orlando and used his air miles to upgrade to business class.

When the firm emailed customers in early January saying they were facing a "period of uncertainty", he requested for his flights to be rescheduled.

He said he followed up with a number of phone conversations with airline workers, including one in which he was on hold for about 40 minutes.

Darryl added that one worker told him "we'll get to you when we get to you" in a blunt tone.

He said he decided to ask for a refund on 18 January instead of waiting any longer.

Instead, he said he received a response on Thursday to say Aer Lingus was working on his previous rescheduling request.

"They really don't seem to know what they're doing," he added.

After the BBC contacted the airline about Maria and Darryl's experiences, they both received responses, promising they would both receive refunds.

A spokesman for Aer Lingus said the airline "sincerely apologises for the inconvenience experienced by our customers".

"Our Customer Care team has reviewed both cases and the appropriate refunds are now being processed.

"We greatly value all customer feedback and regret that, on this occasion, their experience did not reflect the high standard of service we aim to provide."

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