[johncrass@sbcglobal.net]

Background:

This booking was made through Dooley Vacations who I have copied on this eamail. The Dooley Reservation number is 20110000548414. The return leg of this trip was scheduled for June 21 on EI 109 schedule to depart Dublin at 17:00. The passengers were:
- John
- Karen
- Sarah
On the night of June. 20 prior to scheduled departure my daughter got food poisoning. In the morning she was sick enough a doctor had to be called to the Hilton. She was given an injection and told to wait 2 hours to see if she would be able to fly. Vomiting continued and the doctor wrote a letter stating she could not fly until the next day and only if the vomiting subsided.

The only information I received for my flights was the confirmation number 28K5CJ and a US phone number for Aer Lingus, not a Ireland number. My confirmation number could not be located when tried online or through automated checkin sevice agent Aidan since Dooley made the reservations. When we checked in on the flight to Dublin on June 13 again nothing was given as to terms and conditions to changing the flights.

I realize that illness is not covered. I did get the only travel insurance offered by Dooley's. When I called Aer Lingus the first time I was told to contact Dooley's since they made the reservation. Dooley's told me to contact the insurance company. The insurance company said it was not covered.

At 14:45 on the June 21 I called Aer Lingus's Dublin number to change my flight. I was put on hold for almost 40 minutes. When I explained my situation to the Aer Lingus representative I was informed I could not make changes within two hours of flight time. I asked to speak to a manager who stated the same thing even after my explanation and even though the flight was still over 1.5 hours from departure. He said I had to buy new tickets. If purchased on the phone they would 569.81 Euro a piece plus tax. He told me to go online. I asked for his name and he did not or would not give me his full name only his first name of Mohammed. After going online I was forced to pay 1695.65 Euro or $2528.76 US for three return tickets. More than the original round trip tickets.

I was extremely upset on how everything was handled and went to the customer service desk at Aer Lingus in Dublin after checking in for my flight. You can imagine how upset I was when I talked to a very helpful customer service representative by the name of Naimh Obyrne. She said she had never heard of the two hour policy. She called to her superiors who have not heard of the policy.

I called the complaint line for Aer Lingus and was told they only accept complaints in writing. The complaint phone is only answered Monday through Friday from 9am to 12 pm Eastern Standard time. I filed a complaint on June 24th. It is now July 5th and I have gotten no response.

[bilingual]

Return tickets are per default never possible to date-change unless you have paid extra for that option or a travelling business. Whether Dooleys has or not has provided you with the information is irrelevant for Air Lingus. Travel insurances provided by your travel agency is usually worthless, you need a personal or family insurance if you want to cover yourself.

[johncrass@sbcglobal.net]

I do not disagree with your comment. The tickets could be changed for a change fee. Since I was put on hold and they stated a policy of no change 2 hours prior to flight time I did not get with an agent until 1:45 prior to flight. I had not missed flight at this time and should of been able to change the tickets for a $75 change fee per ticket. A complaint has been filed with Aer Lingus as well as the DOT.

[bilingual]

I can agree that EI allows a change fee, but the rules are clearly stated at their homepage. You need to call 2 hours before and you did not.
http://www.aerlingus.com/help/help/feesfares/

Whether or whether not Dooleys has provided with you with wrong information is very relevant for you and your case, but irrelevant for Aer Lingus.
You need to direct your claim to Dooleys as they has been booking your trip and should give you the correct information.

[johncrass@sbcglobal.net]

Do you work for the airline? I had to use the phone since the reservation would not allow me to do anything online. I called prior to two hours but was put on hold for 40 minutes which put under the two hours. I have a phone log from the hotel to prove it. Unless you have something helpful no need for further reply since I have an attorney working on this.

[bilingual]

Originally Posted by johncrass@sbcglobal.net

Do you work for the airline? I had to use the phone since the reservation would not allow me to do anything online. I called prior to two hours but was put on hold for 40 minutes which put under the two hours. I have a phone log from the hotel to prove it. Unless you have something helpful no need for further reply since I have an attorney working on this.

No i do not work for EI or any airline. Why did you call so late? - according to your own data, your daughter was not fit for flying at noon, if you did not have the correct number, your Hotel could easily provide it.
Whether Naimh Obyrne knew the 2 hour rule or not is irrelevant at it is clearly stated on their homepage.

You have made some really serious mistakes regarding insurance and not checking the change terms and you want to blame all others but yourself.

Fair enough, but my advice is that the only compensation you can get, will be from Dooleys if they have not provided you with EI terms and E-ticket which i find hard to believe.