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Post by smilesbetter on Jun 11, 2014 19:39:52 GMT
So I phoned Aer Lingus two days ago and had a lengthy chat with the guy about flying to Ireland with Rosa. I gave the dimensions of the kennel I was planning to buy, and he said it was all okay and I should go ahead and book my flight. Aer Lingus have this stupid rule where you have to book yourself onto a flight and then phone up and book the dog separately. I told the guy this, but he said that's what I'd have to do but that there was room on the flight for Rosa. So last night I booked the flight and bought the kennel and today I phoned up to boom Rosa onto it.
Well today I was informed that the Vari XL kennel was too big! So I gave the dimensions of the next one down (large) and the lady said that would be fine and phoned to make the arrangements. I quickly called DogHealth and despite the kennel already having been sent to their warehouse and technically dispatched, they changed the size and said they would refund me the difference.
A little later, Aer Lingus phoned back and informed me that the large was also too big. The Large Vari is the size for Border Collies btw. She finally gave me the sizes they allow, so it was too tall and too wide (but the length was okay). In fact, even the next size down, the Intermediate, is too big. The Medium is the largest they can take, and according to the company that makes the kennels says that the Medium is for Bichon Frise's and Jack Russell's and Rosa is already bigger than a staffie (which is what the Intermediate is for). It's like Ireland hates bigger dogs!
So I explained how I'd only booked the flight because the first guy had told me that that size of kennel was fine and that I'd bought a kennel, arranged a hotel and booked the a flight to. Germany from Ireland only after confirming this with him. I was only flying with them because they'd take Rosa. They said there was nothing that they could do and that I should get a ferry over. Fine, I said, I'd like a full refund.
"Ehhh... We can only pay you the taxes back."
(Loads of furious swearing to myself)
So basically I won't even get my money back despite this being entirely Aer Lingus' fault (because of the false info and their completely ridiculous booking system). Now I'm back to square one and have no idea how to get Rosa over to Ireland. She can stay with the breeders in Germany while we're in Ireland, but I desperately want her to come with us and my man won't have seen her in over a month so I know he's like her there. Plus I found this lovely B&B on a farm near Shannon which sounded absolutely perfect for Rosa (and the owner sounded lovely, plus it's really dog friendly and they have donkeys!).
Sorry haha, just wanted a rant!
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Post by migsy on Jun 11, 2014 19:58:08 GMT
No wonder you are in need of a rant smilesbetter! Their total incompetence and false information is astounding,and I think you must surely have some come back on them because of the expense you have incurred due to their stupidity. Is there a Citizens Advice Bureau anywhere near you? Try speaking to someone higher up at the air line,as this is a complete farce and totaly unacceptable.They are behaving like a bunch of jokers! Good luck .
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Post by caz2golden on Jun 11, 2014 19:59:30 GMT
Furious is an understatement if that had happened to me.
I am so sorry that its gone pear shaped.
There has to be a refund policy based on the fact that they were unable to fulfill you booking and they should have told you about their rules on carriage of dogs!!
On their general conditions of carriage refund section says (http://www.aerlingus.com/help/legal/aerlingusconditionsofcarriage/ )
Article 10 - Refunds
10.1
We will refund a Ticket or any unused portion, in accordance with the applicable fare rules or Tariff, as follows:
10.1.1
Except as otherwise provided in this ARTICLE, we shall be entitled to make a refund either to the person named in the Ticket or, to the person who has paid for the Ticket, upon presentation of satisfactory proof of such payment.
10.1.2
If a Ticket has been paid for by a person other than the Passenger named in the Ticket, and the Ticket indicates that there is a restriction on refund, we shall make a refund only to the person who paid for the Ticket, or to that person's order.
10.1.3
Except in the case of a lost Ticket, refunds will only be made on surrender to us of the Ticket and all unused Flight Coupons.
The way I read this is that you should get a refund unless you bought a ticket with specific restrictions.
I am unsure they would have let any dog on a flight between European countries as there rules imply only transatlantic flights as copied below. Hopefully you can use the fact they did not tell you this as ammo to get your money back.
8.9 ANIMALS
We only accept domestic cats and dogs for carriage on our transatlantic flights. If we agree to carry your animals they will be carried subject to the following conditions:
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Post by SarahHound on Jun 11, 2014 20:19:50 GMT
That would make me furious too! I would be sending what you have written here in a letter, and if there is no reply, send it to Watchdog or something. That is REALLY unfair of them.
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Post by alfiemummy on Jun 11, 2014 21:01:08 GMT
I would be angry too! It's completely ridiculous that you cannot get a refund when it is entirely their fault!
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Post by milliepup04 on Jun 11, 2014 21:12:19 GMT
That's awful! I'm not surprised you wanted a rant! Surely they can't do that?! It's an absolutely ridiculous rule, hopefully you will be able to get your money back!
I hope that there is somehow you can take Rosa to Ireland with you, it sounds so lovely!
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Post by cazypops on Jun 11, 2014 21:21:10 GMT
They can't do that to you, they sold you a useless ticket that you were never going to be able to use. It was a blatant case of mis-selling.  If that had been me I'd have wanted to do more than rant.   I hope your able to get it sorted one way or the other, good luck.  |
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Post by tonib on Jun 12, 2014 1:00:25 GMT
First of all I'm sorry to hear about your experiences, I would be hopping mad as well. Secondly apologies for a long response but hopefully it might provide some help. Aer Lingus's own website is unclear I found this some of which seems to go against the words that caz found:- I think the last one is the catch you've come across smilesbetter. However I think the wording about "on transatlantic flights" is referring to the type of animal carried rather than the type of flights they accept cats & dogs. i.e. they don't accept rabbits on transatlantic flights while they do on other flights. As to what they will refund their conditions state:- So it depends on what ticket type you bought. However regardless of ticket type, I would expect that a complaint made, clearly & calmly in writing to them, should result in you obtaining a full refund as it was their misinformation that led you to buy the ticket in the first place. You need to get a dispute logged with them as soon as possible & definitely before your flight is due to depart. I would suggest you contact them again by phone as soon as possible & explain the situation, calmly don't let yourself get riled. If they still say they won't refund the whole ticket, ask to speak to a supervisor. If the supervisor will not budge then say you wish to make a formal complaint and that you want them to record your dispute over the refund & that you need a case number for reference. When you write to them quote the case number. Also ask them for the address to send the complaint to. Keep a record of who you speak to - asking for names of them if necessary. Keep copies of any letter you send & the date you sent them. I wish you luck in getting it resolved quickly & also in getting Rosa to Ireland with you. By the way what about your flight from Ireland to Germany unless this is the flight you're talking about? |
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Post by scallywag on Jun 12, 2014 6:55:26 GMT
However regardless of ticket type, I would expect that a complaint made, clearly & calmly in writing to them, should result in you obtaining a full refund as it was their misinformation that led you to buy the ticket in the first place. You need to get a dispute logged with them as soon as possible & definitely before your flight is due to depart. I would suggest you contact them again by phone as soon as possible & explain the situation, calmly don't let yourself get riled. If they still say they won't refund the whole ticket, ask to speak to a supervisor. If the supervisor will not budge then say you wish to make a formal complaint and that you want them to record your dispute over the refund & that you need a case number for reference. When you write to them quote the case number. Also ask them for the address to send the complaint to. Keep a record of who you speak to - asking for names of them if necessary. Keep copies of any letter you send & the date you sent them. I wish you luck in getting it resolved quickly & also in getting Rosa to Ireland with you. By the way what about your flight from Ireland to Germany unless this is the flight you're talking about? Very Good advice, ditto all the above, remember Names Dates and Times very important. Good luck keep us informed , if it were me I would be straight onto it at 9am  |
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Post by smilesbetter on Jun 13, 2014 7:06:37 GMT
Thanks for the advice guys! Have filed a complaint thingy with them, just need to wait now I guess. So Rosa will have to stay in Germany now  hopefully she'll be able to get to Ireland next year from Germany, so long as my beloved KLM will fly a crate that size. Was really hoping she'd join us this time, gutted! |
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Post by milliepup04 on Jun 13, 2014 17:05:09 GMT
Sorry to hear she won't be able to come with you, what a shame! Hope things turn out better and you get at least some of your money back!
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Post by tonib on Jun 13, 2014 20:55:31 GMT
Thanks for the advice guys! Have filed a complaint thingy with them, just need to wait now I guess. So Rosa will have to stay in Germany now hopefully she'll be able to get to Ireland next year from Germany, so long as my beloved KLM will fly a crate that size. Was really hoping she'd join us this time, gutted! At least you will have plenty of time to make all the enquiries about flights for next year & I would suggest maybe via email so that you have copies of the exact questions asked & of their responses  |
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Post by smilesbetter on Jun 13, 2014 21:38:37 GMT
Thanks for the advice guys! Have filed a complaint thingy with them, just need to wait now I guess. So Rosa will have to stay in Germany now hopefully she'll be able to get to Ireland next year from Germany, so long as my beloved KLM will fly a crate that size. Was really hoping she'd join us this time, gutted! At least you will have plenty of time to make all the enquiries about flights for next year & I would suggest maybe via email so that you have copies of the exact questions asked & of their responses Good idea! Never thought of that. |
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Post by migsy on Jun 14, 2014 13:35:28 GMT
Such a shame smiles,better luck next time. What a shenanigans,jumping through hoops doesnt come close to describing your experience.
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Post by smilesbetter on Jun 16, 2014 21:20:00 GMT
Such a shame smiles,better luck next time. What a shenanigans,jumping through hoops doesnt come close to describing your experience. Hopefully KLM will be a bit nicer for the next time we try to go to Ireland! |
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