Aer Lingus Gold Circle Club - Aer Lingus mistake fares

Apparently Aer Lingus loaded incorrect fares onto their system today. A few punters booked their flights today at the mistake price, received e-tickets and confirmation only to have EI email and text them some hours later to tell them their booking was cancelled because they had a 'bug' in their system

They are now not honouring the mistake fares and asking fliers to rebook at the higher correct fare!

http://www.askaboutmoney.com/showthread.php?t=79985

Their customer service is poor even when you pay the right price. I'd have been very surprised if they'd actually taken a hit as a good will gesture on this one.

Their customer service is poor even when you pay the right price. I'd have been very surprised if they'd actually taken a hit as a good will gesture on this one.

I wouldn't be too sure that EI will get out of this so easily. The issue for them is that the mistake in the system allocated business class seats to the customers. Under consumer legislation as EI had issued an email confirmation and instructed the credit card companies to pre approve the payment, it constitutes a contract for service between a buyer and seller. I'd take money that they will try to come to a compromise with the customers and offer them economy class seats. Either way, the way it was handled is a public relations disaster for them.

The other question is, do they care anymore since adopting the low cost model ....

They really have made a boo-boo on this one here. Most of the customers thought they were booking an economy class fare anyway and were unawares that the bug in the system had let them book the C fare for 5 EUR plus taxes. Aer Lingus are running a sale at the moment so when the totals came out at around 200 EUR most people thought it was a Y class sale at that price.

EI are really dragging their heels on this one. If they won't honour the C fare they could at least rebook those affected in Y for the same price. With only a couple of hundred people affected it is not that big of a financial hit. But they seem to be saying that because it was a 'human error' that they are covered by some law that doesn't exist and 'shame on the customers for not being honourable and taking advantage of our mistake'.

Its on all the talk radio in Ireland at the moment. Its a PR disaster for EI. Even the National Consumer Association is rowing in......
http://www.consumerconnect.ie/eng/News_+_Research/Press%20Releases/Aer_Lingus_fares.html (http://www.consumerconnect.ie/eng/News_+_Research/Press%20Releases/Aer_Lingus_fares.html)

The thing is, is that it has happened before and they honoured the mistake fares, precedent set....
http://archives.tcm.ie/businesspost/2003/10/12/story949932788.asp

They really have made a boo-boo on this one here. Most of the customers thought they were booking an economy class fare anyway and were unawares that the bug in the system had let them book the C fare for 5 EUR plus taxes. Aer Lingus are running a sale at the moment so when the totals came out at around 200 EUR most people thought it was a Y class sale at that price.

EI are really dragging their heels on this one. If they won't honour the C fare they could at least rebook those affected in Y for the same price. With only a couple of hundred people affected it is not that big of a financial hit. But they seem to be saying that because it was a 'human error' that they are covered by some law that doesn't exist and 'shame on the customers for not being honourable and taking advantage of our mistake'.

Its on all the talk radio in Ireland at the moment. Its a PR disaster for EI. Even the National Consumer Association is rowing in......
http://www.consumerconnect.ie/eng/News_+_Research/Press%20Releases/Aer_Lingus_fares.html

The thing is, is that it has happened before and they honoured the mistake fares, precedent set....
http://archives.tcm.ie/businesspost/2003/10/12/story949932788.asp


Story also ran on main evening news here....

http://www.rte.ie/news/6news/

Seems EI spokesman has adopted an arrogant attitude to customers who booked this fare saying "If it seems too good to be true, then it is too good to be true" and customers should have known better..!!!!

Maybe now, people will realise that there really is very little difference between EI & FR, especially where customer relations are concerned

I feel very sorry for the customers who booked, 99.9% of whom are genuine probably once or twice a year travellers who are being treated very badly by EI. Now, if there were some Flyertalk folk among them...they would know not be surprised by this attitude....or would they..?

Maybe now, people will realise that there really is very little difference between EI & FR, especially where customer relations are concerned

Got an axe to grind, eh, flame? :D Can't say I agree. I've never had a problem resolved by FR, but on very many occasions the EI staff have been super in helping out.

Now, if there were some Flyertalk folk among them...they would know not be surprised by this attitude....or would they..?

No comment in consideration of this matter! ;)

It really looks like EI hasn't a leg to stand on and the consumer agencies are going to take this one on. Doesn't EI have any PR staff at all. Really, they have lost a huge amount of face over a matter where most people hadn't realised that they'd been booked in to Premier seats. If they'd just down graded them quietly it would have been a damp squib rather than a hot potato.

Aer Lingus to honour €5 bookings to US - IN Y :eek: :rolleyes:

http://www.rte.ie/news/2008/0418/aerlingus.html?rss

Aer Lingus to honour €5 bookings to US - IN Y :eek: :rolleyes:

http://www.rte.ie/news/2008/0418/aerlingus.html?rss

I love the spin of EI on this one- the folks who got this fare clearly knew that they were checking/looking at J fares as you have to check a box on the web site

Now all these folks should be able to use miles etc ( if they have any) to upgrade these at least with no restrictions

This today from the EI PR Dept ...

Aer Lingus Apologises to Customers and Offers to Rebook Flights

Aer Lingus announces that it will offer all of the customers who made bookings during the reservation error of Wednesday 16 April the option to travel in economy class at the price of their original booking. Following a full investigation of the booking error undertaken yesterday evening by the company, it appears that some customers may have genuinely believed that they were making a booking in economy class. Aer Lingus are currently contacting passengers that have been affected in order to rebook their travel arrangements.

Aer Lingus has today met with the National Consumer Agency to appraise them of our approach.

It is regrettable that this technical error occurred and Aer Lingus recognises and accepts that customers were upset and inconvenienced. Aer Lingus apologises unreservedly to all customers.

Aer Lingus
18 April 2008

Got an axe to grind, eh, flame? :D Can't say I agree. I've never had a problem resolved by FR, but on very many occasions the EI staff have been super in helping out.

I guess you may be correct GC, although I also have never had a problem resolved by FR...probably because I never expect much and to be honest have not had a problem because I set the bar so low with them

But I do honestly think that EI could and should be a lot better than FR. the jewel in the crown for EI (as far as I am concerned) is their staff, generally speaking ... helpfull, polite, courteous and genuinely friendly. But, and this is the problem...I have seen at first hand on a regular basis, that when things go wrong, the company (not the staff) could not care less. This is obviously a management issue and staff are being directed accordingly

When you bring the whole issue down to basics, its a case of when a customer makes a mistake booking online ( date, time, flight etc etc), then the company will not care less and will take more money from you to correct the mistake, yet when the company makes a mistake it adopts an attitude of "the customer was wrong to believe the price was correct".. :mad: Either way, as far as EI are concerned the customer is always wrong

Having said all of the above, I will continue to fly with EI ... but now with my eyes wide open :D

Good that EI at least changed their mind.

It is also interesting to read what NCA says today on their site (http://www.consumerconnect.ie/eng/News_+_Research/Press%20Releases/Aer_Lingus_deal_agreed.html):

NCA agrees fairer deal for consumers with Aer Lingus
18 April 2008

"The NCA had a very productive meeting with Aer Lingus senior management this morning," said Ann Fitzgerald, Chief Executive of the National Consumer Agency.

"We welcome Aer Lingus's decision to treat consumers fairly."

"We think Aer Lingus has made a very reasonable offer which will be acceptable to most consumers. However, the NCA would advise consumers that if they do not wish to accept the compensation now on offer from Aer Lingus, they are entitled in our view to take legal action against the company."

So do NCA think EI is right in giving Y or that EI should honor the class of travel as well? How many will actually take legal action againt EI?

EI employees, friends and family bought €5 flights.

http://www.rte.ie/news/2008/0418/aerlingus.html?rss