Firstly, FT has an Aer Lingus forum where you can read all about the experiences of people and their interactions with EI.
Secondly, this sounds pretty standard not only in the Airline industry but with many global organizations. Have you even tried complaining to Dell computers? It'll make you want to send Christmas Cards to EI.
Do you have a specific issue you'd like advice on addressing with EI or did you just find this link interesting?