19/04/2023
Aer Lingus Please put more effort into training your customer service agents and managers. You have yet to respond to me after almost a week of calling and submitting customer care forms so I thought I would take to social media to get your attention.
Please reference case number #10361427 but if you cannot pull it up I will provide you the details.
On Thursday I attempted a chat session using the chat function on your website only to wait an hour to get a response from an automated AI bot stating to agents were available. I received no follow up from this so the next day on Friday I called into your customer service line. After waiting 30 mins I got an agent only to be hung up after I was trying to explain my issue. I did not receive a call or email back after I provided these to the agent. I then called back again and waited 30 more minutes. I got an agent and after providing my details again they stated that my booking was not with Aer Lingus but with British Airways. The flight I am booking is directly on your website. I will not provide this information here as I wish to keep this off of social media. After waiting almost an hour I finally got a supervisor that lied and told me the same. That the flight was not on your website but with British Airways. This was nothing but an attempt to get me off the line and push my issue to someone else. Christian the supervisor assured me that he would be getting this up to the "Duty Manager"and they would be contacting me on Monday. He also advised that I the customer should go online and submit a customer care form via the website and this would go to the customer care team and that they would be following up with me on Monday as well. Today is Wednesday and I have not received any form of followup from anyone in these two departments. On Monday I called in and an agent stated a manager would be calling me within the hour as they could not transfer me at the moment. 2 hours passed and I received no call or email. I then called in again (keep in mind it takes about 30 minutes to get an agent on the line) this time I spoke to an agent who stated her name was Demi. After I explained this to Demi she stated several times that per policy she was not allowed to transfer me to a supervisor. How is it against policy when I have now spoken to a supervisor twice? After going back and forth for several moments a manager Rei took the phone and asked what I needed. Rei stated that he would be sending me a follow up email and that he does not see any notes that other agents left regarding our previous interactions. Are your agents not trained to notate every interaction for documentation? Today I still do not have a follow up email from Rei or anyone from Aer Lingus. I tried to call in today but again I was hung up on twice (agent was Coni and Savannah) with no call or email apologizing or following up. I finally got a supervisor who stated they are not allowed to email customers so was Rei lying? Then the supervisor Savannah hung up.
Originally my issue was with a third party you use for booking Edreams but now my issue is directly with your company and your customer service department. Please contact me. You have my contact information.
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