The Daily Telegraph - Saturday - Travel
Irish airlines can offer big advantages
Complaints are handled by an efficient body and immigration for US can be cleared in advance
QLast May, I flew back from New York to Bristol via Dublin with Aer Lingus in business class. The flight departed six hours late owing to the delay of the incoming flight, which was due to a technical problem. Realising that I was eligible for flight-delay compensation of €600 (£523) under EC Regulation 261/2004, I applied to Aer Lingus on my return.
On May 10, I received an email from the airline’s “guest relations” team, saying I would receive a response within 30 days. This did not happen. By September and despite further reminders, including email prompts and telephone calls that are held in an endless queue, I had heard nothing more from the airline.
I am determined not to let Aer Lingus get away with this. What is my next move?
AGILL CHARLTON
READER CHAMPION
ANTHONY VOSPER
Aer Lingus is one of many airlines operating out of the UK that has not yet signed up with one of the Civil Aviation Authority’s approved Alternative Dispute Resolution bodies (ADRs), which arbitrate disputes over the payment of EU compensation for delays and cancellations.
Aer Lingus appears to be taking the stance that ignoring claims for compensation will help its struggling bottom line. Fortunately, Ireland has an efficient Commission for Aviation Regulation, which will take up complaints against Irish-registered airlines such as Aer Lingus and Ryanair.
I advised Mr Vosper to apply to the commission using the complaints form at flightrights.ie. He received a phone call the following day acknowledging his submission. The agent said there was a large pile awaiting adjudication and it would be several weeks, or more, before his reached the top of the pile.
On Nov 11, the commission emailed Mr Vosper to say that it had contacted Aer Lingus, which had now agreed to pay his claim of €600. It would be sending a sterling cheque to his home address. This arrived on Dec 3.
The commission’s Flight Rights service is very useful if you are flying with an Irish airline. Should Britain leave the EU, UK-based passengers can continue to use its service for flights to and from Ireland.
A big advantage of flying with Aer Lingus to the US (it flies direct to 11 airports there) is that the Irish government has negotiated US immigration pre-clearance at Dublin and Shannon airports. Passengers must allow a flight transfer time of three hours but queues are short and the immigration officers a great deal more courteous than some of their American colleagues.
On arrival in the US you are treated like a domestic passenger and can go straight to the arrivals area. When I did this in New York recently, I exited JFK Airport within 45 minutes of landing – a bonus after a long flight.
Aer Lingus has connecting flights from 10 UK airports, including Newquay, Newcastle and Aberdeen, and its through-ticketing service means that if a connecting flight is delayed it will put you on the next available flight free of charge. There’s much to be said for using Airbnb (airbnb. co.uk) to rent a spare room, apartment or home. The choice of places to stay – more than five million listings worldwide, and counting – is unmatched; the website is slick and easy to use; and if you book via the website, protections are in place. But there are pitfalls too. Here are some key tips for ensuring you get the best out of it. “Superhosts” – hosts who have a high average review rating, respond quickly to requests, and, except in exceptional circumstances, don’t cancel bookings. You can also largely rely on reviews, since they can be posted only by bona-fide bookers. usually 5-15 per cent of the subtotal, and sometimes also a cleaning fee. These charges do ratchet up costs.