We flew to Dublin this morning with Aer Lingus. The air hostesses were lovely to us. They smiled at our children. They helped us carry them about. They saved our sanity. It doesn’t cost anything to be nice to customers but Michael O’Leary doesn’t seem to encourage it. He revels in the fact that Ryanair has only one part time person on customer service. OK, yes, it is cheap.
But it would never have let us enjoy the letter below. You will recall that we lost travel doggy and wrote a pathetic fax to Aer Lingus. This is the reply we received (some grammatical improvements were made because I’m like that and I can’t promote improper use of the apostrophe):
Ref # 6171
Dear Mr. Waffle,
Thank you for your correspondence.
I am sorry to learn your daughter left her favourite toy on flight EI638, when you travelled with us recently.
Despite a thorough search, I regret that so far we have been unable to locate these items. Please accept my sincere apologies on behalf of Aer Lingus for the inconvenience caused.
However, in common with other international carriers Aer Lingus do not accept any responsibility for passengers’ hand baggage with the onus of its safe carriage reverting directly to the passenger themselves. If you have travel insurance or made your booking using a credit or debit card, offering automatic travel insurance, you should notify them as soon as possible regarding any claim you wish to make from them as soon as possible.
If I can be of any further assistance to you, please do not hesitate to contact me. Thank you for choosing Aer Lingus. Your support is much appreciated.
Consumer Response Representative