Aer Lingus

Aer Lingus is an Ireland-based airline that operates scheduled passenger flights between Ireland, the United Kingdom, continental Europe, North America, and North Africa. The carrier is a subsidiary of International Airlines Group (IAG), the multinational holding company that also owns British Airways, Iberia, and Vueling.

Telephone
Customer service : (516) 622-4222
Mailing address
Head Office, Building 10, Dublin Airport
Cloghran, Co. Dublin, Ireland K67 X9X3
Website
aerlingus.com/html/en-IE/home.html

What you need to know about Aer Lingus

The company responds to most customer complaints in a satisfactory manner. We receive a fair number of complaints about the airline. Here's one from a passenger delayed an entire day on an Aer Lingus flight. And here's a case involving a passenger who overpaid for her checked bags. This passenger was denied boarding. Aer Lingus switched this customer's aircraft, and is now refusing her a refund. The company offered a customer refund, but didn't follow through. Aer Lingus cancelled a flight, and then refused to refund a customer the full amount. The company failed to load a couple's priority-tagged business class luggage onto four consecutive flights, then promised $265 in reimbursement in writing and ghosted them for six months before closing the case without paying.

How to resolve a problem with Aer Lingus

Try self-service first

Use our proven resolution methods, or Aer Lingus’s self-service links below.

Contact an executive

Start with the primary contact below, then escalate step by step if needed.

Get free advocacy help

Contact Elliott Advocacy for free mediation of unresolved complaints.

Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.

We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.

How fast does Aer Lingus respond?

Phone support
Usually 1 to 30 minutes.Availability: Monday through Friday, 8 a.m. to 8 p.m., and weekends 9 a.m. to 5:30 p.m. Eastern time.
Email support
Usually 1 to 5 business days.
Live chat support
Usually 1 to 30 minutes.Availability: Monday through Friday, 8 a.m. to 8 p.m., and weekends 9 a.m. to 5:30 p.m. Eastern time.
Social media
30 minutes to 24 hours, depending on volume and complexity.
Help center/FAQ
Aer Lingus help center/FAQ provides quick answers to common questions regarding bookings and changes, online check-in, baggage allowance and lost baggage, refunds and EU261/UK261 compensation, special assistance, AerClub membership, group travel, and travel documents. It also provides links to contact forms and the virtual assistant for issues that cannot be resolved through the self-service pages. 
Verified contacts

Aer Lingus customer service executives

Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →

Primary
Lisa Taylor
Director of Staff Services
Primary
Reuben Daniels
Director of Customer Operations
Secondary
Bill Byrne
US Executive Vice President
Secondary
Susanne Carberry
Chief Customer Officer
+353 818 365 022
Chief Executive
Lynne Embleton
Chief Executive

Aer Lingus customer service policies

Aer Lingus's privacy statement describes the categories of personal data the airline collects (booking, payment, contact, biometric and special-category data such as accessibility or dietary needs), the purposes for which it is processed, and the parties with which it may be shared, including IAG group companies, airports, authorities, and service providers. It explains rights available under the EU General Data Protection Regulation (GDPR), including access, correction, deletion, and objection, and provides instructions for contacting the data protection officer. 

Aer Lingus loyalty program

Aer Lingus operates a frequent-flyer program called AerClub. Members earn Avios (the points currency shared across IAG carriers and other partners) and tier points called Tier Credits, which determine elite status (Green, Silver, Platinum, and Concierge). Avios can be redeemed for Aer Lingus and partner-airline flights, seat upgrades, hotel stays, and car rentals. 

Frequently asked questions about Aer Lingus

Call the bag tracing team at +353-1-761-7838 to report delayed or missing baggage.
You can use your mobile phone for calls, text, and data onboard Aer Lingus flights.
To make a new complaint or claim, complete the post travel enquiry form. For existing complaints, use the case update form. If applicable, you can also explore the online dispute resolution platform set up by the European Commission.
Aer Lingus operates as a value hybrid airline that offers various services. Hybrid airlines are companies that adopt a budget-friendly approach yet prioritize delivering legacy airline service.
Checked baggage options on flights within Europe:
  • 20 kg / 44 lb in 1 bag: This is the most popular option.
  • 25 kg / 54 lb in 1 bag: A larger bag for when you need more space and weight.
  • 40 kg / 88 lb in 2 bags: Two bags with a combined total weight of 40 kg / 88 lb.
Maximum dimensions for any single bag: (length + width + height) = 158 cm (62″). No individual piece can weigh more than 32 kg / 70 lb. Baggage allowances vary based on fare type, and fees apply for additional weight or bags. Economy Saver fares do not include checked bags; fees apply for these fares. Pooling or sharing of the 20 kg checked baggage allowance is permitted with a travel companion within the same booking. Maximum size for a personal item (e.g., handbag or laptop bag): Height 55cm, width 40 cm, depth 24 cm, with a maximum weight of 10 kg. One fully collapsible buggy/stroller is allowed free of charge for an infant or child booking, along with one of the following items: car seat, booster seat, or travel cot. Excess baggage fees apply if you arrive at the airport with bags to check without prebooking. Bag fees are nonrefundable.
To request a refund from Aer Lingus, follow these steps:
  1. Visit the Aer Lingus refund request form.
  2. Fill out the form with the required information.
  3. After you submit the form you will receive a confirmation email indicating that your request has been received.
Wi-Fi availability varies by flight. Some Aer Lingus flights offer inflight connectivity.
To escalate an Aer Lingus complaint, you have several options:
  1. Post travel enquiry form:
  2. Case update form:
    • If you want to update an existing complaint or claim, use the case update form on the Aer Lingus website.
  3. Contact Aer Lingus Customer Service:
    • Reach out to Aer Lingus customer service by calling (516) 622-4022.
If your Aer Lingus flight is canceled and you don’t opt for an alternative flight, you’re entitled to a refund. Additionally, if your Aer Lingus flight is canceled less than 14 days before departure, you may be eligible for compensation. For flight delays of at least 3 hours, you’re entitled to up to 520 pounds in compensation. Aer Lingus, being based within the EU, adheres to EC 261, one of the world’s most comprehensive laws for air passenger rights. If you believe you qualify for compensation or a refund, follow these steps:
  1. Submit a disrupted flight refund form:
    • Use the form to request a refund if your flight was canceled due to a disruption. Your flight booking will be canceled, and the refund will be processed. Please note that this booking cannot be reinstated after cancellation.
  2. Contact Aer Lingus customer service:
    • For other compensation-related issues or concerns about your customer experience, reach out to Aer Lingus customer service via chat or by phone at (516) 622-4022.
Aer Lingus customer service operates 24/7.
Aer Lingus is the flag carrier of Ireland and is now a wholly owned subsidiary of International Airlines Group (IAG).
Aer Lingus states that refunds are processed within 20 business days for credit-card payments, but customer reports suggest cancelled-flight and EU261 cases can take several weeks to several months. If your refund is overdue, escalate through the contact form, then to the Chief Customer Officer listed above. EU passengers can also file with their national enforcement body (in Ireland, the Commission for Aviation Regulation).
File a Property Irregularity Report (PIR) at the airport before leaving the baggage hall, and track your claim through World Tracer using the file reference. Aer Lingus may reimburse reasonable interim-purchase expenses for clothing and toiletries while your bag is missing — keep receipts. If the bag is not located within 21 days it is treated as lost, and you can submit a final claim under the Montreal Convention.
If your flight was cancelled, delayed by 3 hours or more on arrival, or you were denied boarding, you may be entitled to fixed cash compensation under EU Regulation 261/2004 or UK Regulation 261, in addition to a refund or rerouting. File the claim using Aer Lingus's online EU261 form. Compensation does not apply if the cause was an 'extraordinary circumstance' such as severe weather or air-traffic control strikes.
The Saver fare is the lowest cash fare on most routes. It typically includes a small carry-on bag (handbag or laptop bag) that fits under the seat, but does not include a checked bag, advance seat selection, or fare flexibility. Add-ons must be purchased separately, and Saver fares are generally non-refundable. Confirm specifics on the fare-rules page during booking before paying.
Under EU and UK Regulation 261, you are entitled to reimbursement of a percentage of the ticket price for the affected leg — 75 percent on long-haul flights over 3,500 km, 50 percent on medium-haul, and 30 percent on short-haul. Request the reimbursement through Aer Lingus's contact form and reference Article 10 of EU261. Document the original booking class and any onboard confirmation of the downgrade.
Avios and Aer Credits for codeshare and partner-airline flights can take 4 to 8 weeks to post. If they have not appeared after that window, submit a missing-points claim through your AerClub account with your boarding pass and ticket number. Aer Lingus generally accepts missing-Avios claims up to 6 months after the flight.
U.S. customers can call Aer Lingus at (516) 622-4222. From Ireland, dial 0818-365-000; from elsewhere, +353-1-886-8888. Hold times can be long, particularly during disruptions. The Aer Lingus virtual assistant can hand off to a live chat agent, and X/@AerLingus and Facebook Messenger are monitored for service issues.
Most Aer Lingus fares can be changed online for a change fee plus any fare difference, but the original fare is generally non-refundable in cash. Some fare types allow cancellation in exchange for a travel credit. Name changes on a ticket are not permitted — minor name corrections may be made through the contact form. Check fare rules before purchasing.

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