When Aer Lingus canceled Thomas Bedsole’s flight from Indianapolis to Dublin during the pandemic, it quickly offered him a voucher for $2,484 — and he quickly accepted. But almost four years later, the Aer Lingus flight voucher doesn’t work — and the airline won’t help him.
Bedsole’s problem is a case study in airline bureaucracy and a reminder that airline partnerships are there for the benefit of the airlines, and not necessarily for you. It’s a lesson in conflict resolution, too.
It also demands answers:
- What kind of restrictions do airline ticket vouchers have?
- Is your pandemic airline ticket credit worth anything now?
- How do you redeem an airline ticket voucher?
But first, let’s get a few details on Bedsole’s situation.
“We would like the voucher amount refunded”
Bedsole’s tickets were mismanaged from almost the beginning. He had two tickets on Aer Lingus for travel in May 2020. The first leg of his flight was on American Airlines, an Aer Lingus code-share partner. His ticket was on Aer Lingus stock, meaning that the airline “owned” the ticket and was responsible for it.
Of course, we all know what happened next. His flight was canceled because of the pandemic. Initially, airlines only offered ticket vouchers when they canceled their flights (later in the pandemic, they offered full refunds) so Aer Lingus said it would give Bedsole a credit for $2,484. (Related: I paid Aer Lingus for extra luggage I didn’t need. Can I get a refund?)
He agreed.
“The voucher was not issued until January 15, 2021,” he recalls. “I figured they were swamped, and we were in no rush to obtain the voucher, but it seems to me that a computer ought to be able to handle these in less than seven months.”
Earlier this year, Bedsole tried to use the voucher for the same flight — an American codeshare from Indianapolis to Dublin. (Related: Aer Lingus made me miss my flight. Then it charged me these booking fees!)
“Aer Lingus said that we couldn’t use the voucher on the website because it includes a leg on a partner airline,” he says.
Not to worry, an Aer Lingus representative told him. Just pay for the ticket and send us your confirmation number.
“I followed their instructions for purchasing the tickets and submitting the refund request,” he says.
That’s the last he heard from Aer Lingus.
“I’ve been in contact with them for six months, with numerous assurances that it would be resolved, but they have not yet refunded the voucher amount,” he says. “We would like the voucher amount refunded to our credit card against the purchase of the new tickets, as they instructed would happen.”
So what do you do if your Aer Lingus flight voucher doesn’t work? Interesting quesiton.
What kind of restrictions do airline ticket vouchers have?
Airline ticket vouchers can be highly restrictive, and someone should have warned Bedsole.
(At the time he accepted the airline scrip, he might have been able to negotiate a full refund, which would have been much better.)
Here are just a few of the restrictions you should look for:
Blackout dates
Many ticket vouchers can’t be used during peak travel periods or holidays. Remember to check for blackout dates before planning your trip. (Related: She wants flight refund help, but Aer Lingus refuses.)
Booking restrictions
Some airlines require that you make your booking by phone or at a ticket counter, and you may have to pay an extra fee. Also, you may not be able to use the voucher on a code-share partner airline.
Expiration dates
Most vouchers have a finite lifespan, typically ranging from 6 months to 2 years from the date of issue. Airlines are not legally required to honor expired vouchers, and most do not. Note: If a doctor advises you not to fly, the Department of Transportation (DOT) now requires that the voucher last five years.
No transfers
Airlines often restrict ticket vouchers to the original passenger. You can’t sell them — you can’t even give them to a friend.
Zero cash value
Of course, vouchers have no cash value. So don’t even think about getting a partial cash refund if your new ticket costs less than the value of the voucher. Nope, the airline gets to keep that money.
For all these reasons — and I’m sorry to repeat myself — it’s much better to ask for a refund when your flight gets canceled. Vouchers only really benefit the airline.
But how about those pandemic airline vouchers?
Is your pandemic airline ticket credit worth anything now?
Bedsole’s case of the Aer Lingus flight voucher that doesn’t work didn’t necessarily have to happen. In fact, if you still have a pandemic airline ticket credit, it may still be worth something.
- Some airlines extended the validity of their vouchers. Some credits now have expiration dates as far out as December 31, 2024.
- Other airlines’ vouchers have no expiration dates. For example, during the pandemic, Southwest Airlines removed all expiration dates on its ticket credits.
- A few airlines may turn your voucher into cash. You may be able to get a full refund if you can’t use your voucher, but airlines are only doing that on a case-by-case basis.
Bottom line: Although your pandemic ticket voucher has probably expired by now, there’s a small chance you can still salvage the value of your ticket. But you need to ask about it now. Don’t wait.
How do you redeem an airline ticket voucher?
The redemption process is fairly straightforward:
Check the voucher’s terms and conditions
Note the expiration date. Remember, most vouchers have a limited validity period. Look for any blackout dates or restrictions on routes or fare classes. (Here’s our guide to resolving your consumer problem.)
Don’t book at the last minute
Vouchers often can’t be used for last-minute bookings or are restricted to certain fare classes, so plan ahead to give you more options.
Contact the airline directly
Many vouchers can only be redeemed through the airline’s website or by calling the airline. Don’t forget to keep your voucher number and personal information handy.
Pro tip: Use it all at once
Many vouchers must be used in a single transaction. The rest of the value goes back to the airline, thank you very much.
And one more thing: Watch for fees. Airlines love adding booking fees to their vouchers. Why? Because they can.
But could Bedsole have avoided this problem with American and Aer Lingus? Perhaps. (By the way, don’t forget that we publish the Aer Lingus executive contacts right here on this site.)
Will he ever get his $2,484 back?
No question about it, Bedsole deserved a prompt refund for the extra $2,484 he had to spend. But his case had several lessons for the rest of us.
When an airline cancels your flight, you’re entitled to an immediate cash refund, according to the Transportation Department. Airlines may insist that you accept a voucher, but you have to push back.
Also, you should never pay for a ticket based on the word of an airline employee — in other words, don’t buy a new ticket with assurances that you’ll get a refund. But if you feel you must do it, get the promise in writing.
Our advocacy team reached out to Aer Lingus on Bedsole’s behalf. A short while later, we received some good news.
“I’m happy to report that Aer Lingus has refunded my credit card,” Bedsole told us. “Thank you for your help.”