In this case
- A passenger misses her flight after waiting over three hours in a check-in line with only one ticket agent.
- Aer Lingus marks her as a “no-show,” cancels her connecting flight, and charges her $1,200 to rebook.
- The airline’s customer service department ignores her refund request for six months, even after she escalates her complaint to the CEO.
Catriona Garry misses her flight from Edinburgh to Boston because there’s only one ticket agent at the airport. Can she get $1,200 in rebooking fees refunded?
Question
I missed my flight from Edinburgh to Dublin because of Aer Lingus’ lack of staffing. There was just one member of its Edinburgh airport staff to check in passengers for all flights that day.
This complete lack of personnel resulted in me and more than 20 other passengers waiting over three hours in line to check in. We all missed our flight because of this and I also missed my connecting flight to Boston.
Aer Lingus wrongly charged me to rebook my flights and get home. A representative told me I could get a refund by submitting an online claim. I have been contacting Aer Lingus for the last six months and I am still not getting anywhere with their customer service. I also emailed their CEO and was just passed to another customer service rep who takes weeks in between correspondence to email.
Can you help me get the $1,200 in rebooking fees refunded? — Catriona Garry, Norwood, Mass.
Answer
Aer Lingus should have had more than one employee at the airport to check you in. But it didn’t, and as I review the paper trail of correspondence between you and Aer Lingus, it’s clear what happened.
Your departure was scheduled during the busy summer travel season, when airports are crowded and flights run at full capacity. It looks like the sole employee who checked you in worked for a third party, Swissport, and not Aer Lingus. Airlines often outsource check in and baggage tasks to third parties outside the U.S. (Related: Downgraded on my ITA Airways flight. Why can’t I get a refund?)
And there was another complicating factor: The first leg of your ticket was not on Aer Lingus, but on Emerald Airlines, a code-share partner. And according to Aer Lingus, you didn’t have a connecting flight to Boston on your itinerary. It’s unclear how that could have happened. (Related: She wants flight refund help, but Aer Lingus refuses.)
You missed your flight to Dublin because of the slow line caused by a confluence of events. It was a busy summer day at the Dublin airport and the staff was stretched to the limit. But when you didn’t make it to Dublin for your return flight to Boston, Aer Lingus considered you a “no show” and then canceled your reservation. (Virtually all airlines do that, so it’s just not an Aer Lingus policy.)
When you applied for a refund, you received a form letter from Aer Lingus that reminded you to show up for your Emerald Airlines flight on time. (Related: I paid Aer Lingus for extra luggage I didn’t need. Can I get a refund?)
“Our recommendation is that all guests arrive at the airport 2 to 2 ½ hours in advance of departure for flights within Europe, and 3 to 3 ½ hours in advance of departure for flights to/from North America, regardless of whether you have checked in online or via mobile,” it said. (Related: This $2,484 Aer Lingus flight voucher doesn’t work! Do I still have to pay for my ticket?)
That’s good advice and worth repeating during this busy summer travel season. But obviously, Aer Lingus hadn’t read your account. You were waiting in a 3½ hour line, so you had hours to spare at the Edinburgh airport.
Read more insightful reader feedback. See all comments.
You did a great job of keeping a paper trail and eventually appealing to the CEO of Aer Lingus. I list all the Aer Lingus executive contacts on my consumer advocacy site, Elliott.org.
It felt like Aer Lingus was trying to wear you down with form responses and empty promises. The airline relied on a third party to provide adequate staffing in Edinburgh, but that third party didn’t meet its obligations. But Aer Lingus is still responsible, even if you’re flying on Emerald Airlines, its codeshare partner. Aer Lingus should have refunded you. (Related: I bid on a business-class seat on Aer Lingus, but I only got half of one.)
The takeaway? If you’re making a connection, be sure your itinerary is connected by having the same reservation number. Otherwise, if you miss your first flight or if it’s delayed, you could be in big trouble.
Catriona Garry and 20 other passengers missed their flight because of a single check-in agent. Have you ever missed a flight because of an airline’s lack of staffing?
Aer Lingus blamed the passenger, citing its check-in deadlines, even though she was waiting in their line for over three hours. Is it fair for an airline to enforce a deadline it makes impossible to meet?
What would you do if you were stuck in a check-in line that clearly wasn’t moving, and you knew you were going to miss your flight? Share your best advice in the comments.
How to resolve an Aer Lingus problem like this
If this ever happens again, ask the ticket agent to make a notation in your reservation that you were delayed for reasons beyond your control. That will allow the ticket agent down the line in Dublin, or wherever you’re connecting, to waive your rebooking fees. It’s not a guarantee, but it could help. And, if you’re working with a travel advisor, don’t forget to contact that person. A travel agent can get you out of a situation like this without you having to pay extra fees.
You reached out to my advocacy team for assistance. I contacted Aer Lingus on your behalf. After a few weeks, you finally got some good news.
“Aer Lingus has finally refunded me the rebooking fees almost seven months after my trip,” you said. “I really appreciate your assistance.”
Stuck in the check-in line from hell?
You arrived on time, but the airline’s staffing problem is about to make you miss your flight. Here’s your 4-step survival guide.
1. Spot the red flag
You arrived hours early, but the check-in line is at a standstill with only one or two agents. Don’t just wait and hope. The moment you realize the airline’s staffing is the problem, your countdown to action begins.
2. Document immediately
Your phone is your best witness. Take time-stamped photos and short videos of the long line, the number of agents working, and the departure board showing your flight time. This is your evidence that the delay was the airline’s fault.
3. Try to break free
Don’t be passive. Get out of line and look for a supervisor or any other airline employee. Call the airline’s customer service number while you wait. Your goal is to get anyone with authority to acknowledge the situation before the check-in deadline passes.
4. Demand a waiver note
If you miss the flight, insist the agent puts a note in your reservation stating the reason was “inadequate airline staffing” or “ground services delay.” This internal note is crucial for getting rebooking fees waived for your connecting flights and winning a refund claim later.
