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How to get through to the Dublin office

How to get through to the Dublin office

Old Jan 15, 20, 8:35 am
  #1  
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Join Date: Feb 2015
Programs: AerClub Platinum, ClubCarlson Gold, Hhonors Silver, IHG Spire Elite, Hotels.com Gold, BA blue
Posts: 57
Unhappy How to get through to the Dublin office

Does anyone have a hack to get through to the Irish EI help centre?
I've been using the Dublin 01 number but I keep getting through to the outsourced customer service which is painfully unhelpful.

I've had 2 agents tell me this morning that they can't request a reward upgrade for me because an agency booked my flight. I know this not to be true as I've done it before and also the agency would not have access to EI's seat assignments.
paulieccc is offline  
Old Jan 15, 20, 9:45 am
  #2  
 
Join Date: Jan 2014
Location: EIDW
Programs: Aer Lingus Concierge, Radisson Rewards Platinum, BW Diamond, Hilton Silver
Posts: 908
Strictly speaking it is correct

Tickets sold by travel agents remain under the agents control until 72 hours before departure.

Are you sure you have been ticketed? Just because the agent has issued an itinerary to you doesn't mean the ticket has actually been issued.
ROKNA is offline  
Old Jan 15, 20, 12:31 pm
  #3  
 
Join Date: Sep 2014
Location: IRL
Programs: AerClub, BAEC.
Posts: 41
Originally Posted by paulieccc View Post
Does anyone have a hack to get through to the Irish EI help centre?
I've been using the Dublin 01 number but I keep getting through to the outsourced customer service which is painfully unhelpful.
AerClub line and nearly every other department afaik was moved from an Irish outsourced call centre to a Philippines outsourced call centre in recent months.

You could try the email route instead - [email protected]
DiegoTristan is offline  
Old Jan 16, 20, 4:02 am
  #4  
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Join Date: Feb 2015
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Originally Posted by ROKNA View Post
Strictly speaking it is correct

Tickets sold by travel agents remain under the agents control until 72 hours before departure.

Are you sure you have been ticketed? Just because the agent has issued an itinerary to you doesn't mean the ticket has actually been issued.
Got confirmation email with Ref. codes etc so I assume that means it's ticketed.

Originally Posted by DiegoTristan View Post
AerClub line and nearly every other department afaik was moved from an Irish outsourced call centre to a Philippines outsourced call centre in recent months.

You could try the email route instead - [email protected]
Oh dear.

Cool, I'll give that email a go, thanks!
paulieccc is offline  
Old Jan 16, 20, 5:26 am
  #5  
 
Join Date: Jun 2006
Posts: 4,780
Originally Posted by paulieccc View Post
Does anyone have a hack to get through to the Irish EI help centre?
I've been using the Dublin 01 number but I keep getting through to the outsourced customer service which is painfully unhelpful.

I've had 2 agents tell me this morning that they can't request a reward upgrade for me because an agency booked my flight. I know this not to be true as I've done it before and also the agency would not have access to EI's seat assignments.
Where upgrades are concerned EI can '' take over'' the booking at any time. It has never been a problem and neither should it be. Call back and ask to speak to a supervisor or send a DM via Twitter as they seem to action that quickly.
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DELLAS is offline  
Old Jan 17, 20, 11:40 am
  #6  
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Join Date: Feb 2015
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Posts: 57
Originally Posted by DiegoTristan View Post
You could try the email route instead - [email protected]
This worked a treat. Got a reply within 24hrs saying that the upgrade has been requested for me.
Thanks again!
paulieccc is offline  
Old Jan 22, 20, 10:09 pm
  #7  
 
Join Date: Mar 2012
Location: SFO
Programs: UA Million Miler Gold, Delta Gold, Alaska/VX Gold, SPG Gold for Life
Posts: 40
Does anybody have any tips with securing the upgrade during the first 24 hours of booking the coach seats? I just tried booking and then emailing [email protected] with my details, but I did not get a response in time and decided to cancel my booking to ensure I got a refund and I guess I will start all over again. The agent suggested I call Aerclub directly if they could help with the booking and upgrade at the same time?
mailbotx is offline  
Old Jan 23, 20, 2:17 am
  #8  
 
Join Date: Nov 2017
Programs: Aerclub - Concierge, BA - Silver. Avis - Presidents Club
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Originally Posted by mailbotx View Post
Does anybody have any tips with securing the upgrade during the first 24 hours of booking the coach seats? I just tried booking and then emailing [email protected] with my details, but I did not get a response in time and decided to cancel my booking to ensure I got a refund and I guess I will start all over again. The agent suggested I call Aerclub directly if they could help with the booking and upgrade at the same time?
If you call aerclub straight away then they can process your request straight away but you may not get confirmation within the 24 hour window. Possibly though they could give you an indication as to the likelihood of success.
mccartje is offline  
Old Jan 23, 20, 3:09 am
  #9  
 
Join Date: Jan 2014
Location: EIDW
Programs: Aer Lingus Concierge, Radisson Rewards Platinum, BW Diamond, Hilton Silver
Posts: 908
The usual game is to call first and confirm there is space available for upgrade, have a few alternatives to hand if possible

While on the call complete the final stage of the booking and pass the agent the PNR, upgrade should be processed there and then.

Profit...
ROKNA is offline  

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