Catriona Garry misses her flight from Edinburgh to Boston because there’s only one ticket agent at the airport. Can she get $1,200 in rebooking fees refunded?
I missed my flight from Edinburgh, Scotland, to Dublin because of Aer Lingus’ lack of staffing. There was just one member of its Edinburgh Airport staff to check in passengers for all flights that day. This lack of personnel resulted in me and more than 20 other passengers waiting over 3 hours in line to check in. We all missed our flight because of this, and I also missed my connecting flight to Boston.Aer Lingus wrongly charged me to rebook my flights and get home.
You missed your flight to Dublin because of the slow line caused by a confluence of events. But when you didn’t make it to Dublin for your return flight to Boston, Aer Lingus considered you a “no show” and canceled your reservation. “Our recommendation is that all guests arrive at the airport 2 to 2½ hours in advance of departure for flights within Europe and 3 to 3½ hours in advance of departure for flights to/from North America, regardless of whether you have checked in online or via mobile,” the letter said.
You did a great job of keeping a paper trail and eventually appealing to the CEO of Aer Lingus. It felt like Aer Lingus was trying to wear you down with form responses and empty promises. The airline relied on a third party to provide adequate staffing in Edinburgh, but this third party didn’t meet its obligations. So, Aer Lingus is still responsible, even if you’re flying on Emerald Airlines.
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