Irish airline Aer Lingus is still dealing with claims for lost baggage from summer 2022. According to reports, the carrier has around one in 100 claims still open since last year. Aer Lingus blames the stress faced by the global aviation industry.
Missing baggage
Summer 2022 was a stressful season for airlines and airports alike. In Dublin, thousands of passengers a day were stuck in the security queue. Then, when they finally boarded and arrived at their destinations, it was only to discover that their baggage was missing. In July, Aer Lingus told an Oireachtas Transport Committee in Ireland that it was dealing with up to 1,200 missing baggage claims.
So, why was Aer Lingus losing baggage? The airline claimed staff shortages and issues with third-party ground handlers were to blame. The carrier added that baggage being transferred from one airline to another saw a higher chance of being misplaced.
Lynne Embleton, CEO of the airline, also told the Oireachtas committee that much of the luggage Aer Lingus was trying to locate never actually entered the airline's network. She said that they were merely transferring to another airline.
Aer Lingus said in a statement,
“Bags being transferred from one airline to another were impacted most by these resourcing challenges around Europe and therefore represented the bulk of bags being delayed or misdirected.”
A nightmare for the Summers family
As initially reported by the Independent, Ms Christina Summers traveled from the US to Naples, Italy, via Dublin Airport. The family claims that their daughter's luggage, which has an estimated value of $9,100, was lost whilst transiting through Dublin Airport.
As advised by the airline, Ms Summers contacted Aer Lingus. However, after she had done so on numerous occasions, she claimed that staff told her that the bag was, in fact, in Dublin. The bag just needed to be put on one of Aer Lingus’ flights to New York JFK Airport.
In addition, Ms Summers has requested compensation under the Montreal Convention. However, Aer Lingus has not dealt with this request.
As displayed on the Aer Lingus website, Aer Lingus says:
“The Montreal Convention establishes liability in the case of death or injury to passengers, as well as in cases of delay, damage or loss of baggage.”
Speaking to the Irish Times, Ms Summers says she is “dumbfounded” by the lack of customer service displayed by the Irish flag carrier.
What is the shamrock doing?
No airline wants to see this happen to its customers. Aer Lingus has had a reputation for a long time for being extremely customer-orientated and having friendly staff and crew throughout. This cannot be highlighted more by its recent brand refresh for Summer ‘23. Aer Lingus’ new advert focuses on its family-friendly, warm cabin crew who want to give you that extra Céad Míle Fáilte.
In addition, Aer Lingus has also updated its customer service and has made major improvements to its customer service and customer support lines. Hopefully, it can soon resolve these final outstanding baggage claims and move on to a brighter summer this year.
What do you think of the ongoing issues with baggage at Aer Lingus? Have you been affected? Let us know in the comments below.
Source: The Irish Times. Independent.