Aer lingus claim refund6/22/2023 ![]() He said constituents were calling him to try and find out what was happening. Independent TD Michael Lowry said he was “gobsmacked” when he saw the scenes at Dublin Airport on the day. We have been processing applications for refunds, expenses, and compensation,” said Aer Lingus. ![]() “We added extra resources to rebook customers and reunite them with their bags. Hotel accommodation was offered to customers at most airports and those who secured their own accommodation are being reimbursed accordingly, the committee was told. Since the event, the number of employees at the call centre agents has increased, said the airline, acknowledging that call wait times “were inevitably longer in the immediate aftermath of the outage”. The airline once again reiterated its apology to customers for the disruption. Our people at Aer Lingus made huge efforts on the day to help customers in what were very difficult circumstances.” “We are very conscious of the impact that this disruption had on our customers. ![]() Happening again, said Aer Lingus, stating that a third tertiary system is now be assessed. Measures have now been taken to prevent an outage of this type The airline said it has asked the supplier what happened to the back-up which “This meant we had very limited ability to communicate with our customers and provide the service and information we know they needed,” the airline states.Īer Lingus said a leading cloud services provider which is tasked to host the networkĪnd infrastructure behind the airline’s core operational and customer system had a major failure in their network, adding that unrelated construction works damaged one of the fibre optic cables. We could not check-in orīoard customers, access mandatory flight information, access data on customerīookings or access customer contact information. No access to our core operational and customer systems. “We did however have a significant outage on that date. ![]() “In fact we’ve had very few customer facing IT outages over the last 5 years, and nothing on the scale or with the impact that was experienced on Saturday 10th September 2022. In its opening statement, the airline says it wants to note that major IT issues causing significant disruption have not been typical in Aer Lingus. Over 50 flights were cancelled by the airline on 10 September due to “major” errors with the company’s online system, leaving Aer Lingus unable to check-in, board or access mandatory flight information for nearly 10 hours.Īer Lingus representatives appeared before politicians today to answer questions about what happened. The airline says that the system outage that led to mass flight cancellations was caused by a fibre optic cable being damaged by construction in the UK. The airline said it received around 6,500 applications for compensation from customers impacted, with 91% of these applications already processed.Ībout 700 people are left to get reimbursement. About 6,000 did not travel and cancelled their trips. The committee heard today that around 30,000 people were impacted by the systems outage.Ībout 20,000 were on delayed original flights and 4,000 were accommodated to another flight. AER LINGUS WILL has told the Oireachtas Transport Committee that it is processing refunds and compensation for passengers affected by mass flight cancellations last month. ![]()
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