LONG - Would you write a complaint email/letter?

My 2 friends and I recently traveled to Ireland. Trip was AMAZING. We booked the flights in March. JFK to Dublin (no issue, great flight) and Shannon to JFK. Upon arriving at the Shannon airport for our departure (after waking up at the ass crack of dawn and navigating the roads) we noticed on the monitors that our flight was cancelled.

We went to the reservation desk and the agent informed us that we were rescheduled on a flight from Shannon to Heathrow (London) 1.5 hours and another flight (different airline) from Heathrow to JFK 7 hours. The 3 of us were all booked on the Shannon to Heathrow flight and I was scheduled for a different flight from Heathrow to JFK. Different terminal, longer layover.

Long story short, I was very upset that I would be separated from my friends and the kind agent found us in the airport later and informed me that he was able to book me on the same Heathrow to JFK flight with my friends.

While waiting at the gate in Shannon we commented that there were not a lot of people and were excited that the flight would not be full. Along came another passenger stating that there was a gate change. No announcement by airline agents or on monitor. We all rushed like a pack of wolves to the correct gate to a lengthy line.

We originally booked aisle seats next to one another but since the flight were cancelled we had to accept whatever seats were available. Window seats on both legs (thankfully not middle) and scattered in different rows.

The Heathrow airport was a nightmare and as a result of having to take 2 buses and going through customs and security we almost missed the flight (2 hour layover). No time to use restroom or grab a snack/drink.

We arrived in JFK 6 hours after our original arrival time. After speaking with other passengers in same situation on the flights they said they were going to write a complaint letter. The original flight (Shannon to JFK) was cancelled 2 days prior and we did not receive notification via text, email or phone call.

WWYD?

Message edited 10/18/2016 11:30:46 AM.

Re: LONG - Would you write a complaint emailletter?

Honestly I would just chalk it up to things that can happen while you travel. I think the airline should have sent some notification that the original flight was cancelled but I know I always check the night before to make sure that everything is still on schedule.

If you want to contact the airline then they might issue you a credit towards another flight - no harm trying.

Glad you had an awesome trip!

Re: LONG - Would you write a complaint email/letter?

Definitely complain. If you had known 2 days prior you would have potentially been able to work out a better plan for your group and avoided a lot of stress. I can't believe they wouldn't have sent a notification. That's a pretty big change, going from a direct flight to a connection and layover. I'd be super pissed.

Re: LONG - Would you write a complaint email/letter?

I would write the letter and complain but I doubt anything will actually happen. This type of stuff seems to be par for the course when travelling internationally.

My mom recently returned from visiting my grandmother in South America and her return flights had various changes. She landed in 1 city and was told her connecting flight was at Gate 36. The airline announced the change to Gate 28 but the airport terminal still had Gate 36 on the signs, but she followed the instructions and trekked her bags to Gate 28 to wait. Since the layover was 2 hours, she had time to grab food, hit restroom and lounge and relax thinking she was early.

30 min to gate announcements, she noticed the desks were empty so when she asked whether they changed it back to Gate 36, the gate check attendant looked up the flight and told her the gate was indeed correct but she was in Terminal A and the flight would be leaving from Terminal B!!!!
Talk about shock..angry She made the flight but had to run from 1 terminal to another.

Re: LONG - Would you write a complaint email/letter?

you'll get feedback if you blast them on social media. writing an email to them wont do much

Re: LONG - Would you write a complaint email/letter?

I would definitely complain.
I like the social media idea.

I find this is happening more and more. Very frustrating and stressful.

LONG - Would you write a complaint email/letter?

I'd notify them, sure.

What airline was this?

Re: LONG - Would you write a complaint email/letter?

I had no intention of contacting them as I viewed it as an annoying par for course when traveling. We were all exhausted when we arrived to the Shannon airport and frustrated with the cancellation. I had a mini meltdown and panic attack upon hearing I would be on a different flight but SO relieved that they were able to book me on same flights. Others on flight that I spoke with said it is unacceptable and will definitely complain.

On a funny note, while on line to go thru security at Heathrow the agent was announcing that all liquids and makeup are to be in 1 clear plastic bag. He rattled off what was prohibited. I could have sworn that he said no wine. LOL!!! I was carrying wine in the 3 oz travel bottles (I had 4). I starting guzzling while on line. Finished 1 and half and then said, "screw it" if my wine is confiscated, so be it. Wine was not flagged and I was able to enjoy the rest on the plane.

Re: LONG - Would you write a complaint email/letter?

Message edited 10/18/2016 12:11:46 PM.

LONG - Would you write a complaint email/letter?

I would 100% write a complaint.

LONG - Would you write a complaint email/letter?

If you didn't book directly with aerlingus, it would be the agent you booked with responsibility to notify you of any change.
Also if you'd heard two days before you'd have been stressed trying to figure it out and not enjoying your trip. That's one way to think of it.

Did they offer alterntatives, like fly the next day or fly from Dublin? Or was this the only option they offered.

Message edited 10/18/2016 12:27:39 PM.

LONG - Would you write a complaint email/letter?

I would send a complaint, but don't expect much. Many years ago I had a non-stop flight from NY to the Dominican Republic that was cancelled the night before (yes, I at least go notice). The airline then had us fly from NY to DC, from DC to Miami and from Miami to DR - all of them involved plane changes and in Miami we had to get our luggage and switch to a completely different airline. It was a nightmare to say the least. I wrote to the airline and got a voucher for (I think) $100 off a future flight - it was something, but I would have much rather kept a non-stop flight.

Message edited 10/18/2016 12:28:39 PM.

Re: LONG - Would you write a complaint email/letter?

Re: LONG - Would you write a complaint email/letter?

LONG - Would you write a complaint email/letter?

I would email. I always email Delta constructive complaints because they suck, and they always give me a link to get free GC's from various places (including Delta...which I never redeem for lol)

LONG - Would you write a complaint email/letter?

You could write a complaint, but not sure if it will get you anything. Not sure if it's worth the energy unless you plan on flying with them again and would like a credit.
I was really surprised recently when I complained about damage by gate check and got a $100 credit. It was not something that should have been covered, so I didn't ask for reimbursement, but I wrote to them hoping it will improve their handling in the future.

Re: LONG - Would you write a complaint email/letter?

Write a letter and complain. There are special regulations in Europe and you are entitled to money or airfare if you meet the conditions.

http://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm

Heathrow is a time consuming layover. The agent should have known that. I always allow at least 3 hours going through Heathrow.

I recently had an experience where we got bumped off our flight from London to Munich. I think we got bumped because we didn't do online check in. Actually it was not possible to do online check in because I had too many segments booked.

Anyway, we got bumped off that flight and we were compensated. We got 500 Euro in compensation and money to buy food at the airport. We were also put on the next flight 3 hours later. I'm not sure if this would work now that you are in the US, but I'd give a call to the airline.

Re: LONG - Would you write a complaint email/letter?

You can write a complaint letter, but at this point, whats done is done. The only thing you might get from the airline is a generic apology and maybe a small credit toward a future flight. I understand your frustration, I'm sure we all can undeniably understand how pissed off you are - rightfully so, but to the airline - your just another unsatisfied customer. In the grand scheme of things, they already have your money, so their job of getting you from point A to point B safely is done. Doing anything other than this for you at this point would be going above and beyond.



Sorry!

Re: LONG - Would you write a complaint email/letter?