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CB Airlines and Air Travel Aer Lingus Group Baggage claim - delayed baggage - aer lingus ref 13359296
Aer Lingus Group

Aer Lingus Group review: Baggage claim - delayed baggage - aer lingus ref 13359296

M
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2:06 pm EST
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Last summer I flew with Aer Lingus and associated partners from BHX Birmingham Airport through DUB and SEA and on to final arrival at BOI Boise International Airport. The last leg of the flight was with Alaska Air.
It had been a very stressful flight and connections thanks to delays with landing and transfers caused by the global software outage on the day and also Aer Lingus issues. I arrived at Boise at 10:45pm Friday evening but my suitcase didn’t. I went to the Alaska Air desk and raised a claim but they were unable to tell me anything on the location of my suitcase as you do not share info with them.

All of the next day I made several calls to Aer Lingus support in the US. After 30 – 40 minute waits on hold I was passed around and given new numbers to call. When I actually managed to be given the correct number I was amazed that it was an answer phone and it said to leave a message. As I was in the US I did not have a number to call me back on so I was unable to leave a number but I doubt I would have been called back. My friend, who’s number I left with Boise Baggage Claim, called me to say she had got a call and picked my suitcase up just after 4pm on Sunday.
Over the last 30 years I have flown to the US over 20 times with each flight having a number of layovers but I have never had any luggage go missing.

On the flight back going the opposite direction Alaska Air was unable to give me boarding cards to your flights as you didn’t allow it at the time even though I had no problems several years before on the same route. This meant that in Seattle I had to come out of secure area, wait for an hour in the check in line, and then book again to be able to get my boarding passes. All of this was completely unnecessary if you would have allowed Alaska Air to print out boarding passes.
Then when I got back to England once again my bag was lost so I then had to spend another 40 minutes filling out yet another claim form. So this was the second time my suitcase was lost in 30 years and it was once again an Aer Lingus issue. I landed on the Tuesday 6th August but did not get my suitcase until Saturday morning.

I raised a claim with you just for the first time you lost my bags, as my insurance needs that form back before they can proceed with my claim. I have now been waiting over 5 months for this form to pass on. To me this wait is an extra way that Aer Lingus can mess me around.
Is 5 months a fair time to make someone wait for a form due to lost baggage on your airline ? I am not going to even raise a claim for the second time you lost my bags but I feel like I should.
I have raised this issue several times trying to talk to Aer Lingus on X (Twitter), and almost got scammed by someone pretending to be an AE employee, and have also called several times to be on hold a long time and then promised to escalate my claim but nothing has happened.
Can you please let me know when I can expect resolution to my claim form and if you think the way I have been treated is above or below the standard you expect when dealing with customers?

Claimed loss: See claim information

Desired outcome: Claim form completed and sent to me so I can send on to insurance company

Confidential Information Hidden: This section contains confidential information visible to verified Aer Lingus Group representatives only. If you are affiliated with Aer Lingus Group, please claim your business to access these details.

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