| Aer Lingus vows to do better with
customer complaints  By_Example_editor
AER Lingus has admitted to poor handling of customer complaints —
but pledged to do better.
The airline has revealed it is putting together a taskforce to improve
its customer service after frustrated customers turned to Ireland’s
Director of Consumer Affairs.
But the State consumer watchdog was itself unable to get a response from
the airline — and was forced to send its inspectors to Dublin Airport
a number of times.
A spokesman for the watchdog said its inspectors took the unusual step
of calling in person to the Aer Lingus head office because of repeated
failures by the airline to respond.
The Consumers Affairs staff had been unable to get a response on behalf
of disgruntled customers by phone, letter or e-mail.
The unit said: “Aer Lingus communications with us were unsatisfactory.
“We would not normally go out to visit a company but we were unable
to get a reply.”
The airline said it was now attempting to bolster its customer complaints
department and revealed a taskforce had been put together to review ways
of improving service.
A spokeswoman admitted staff from the Director of Consumer Affairs office
had called to Aer Lingus headquarters up to five times.
She said: “This matter arose because of a backlog in handling customer
queries in Aer Lingus.
“We have added extra personnel due to the extent of the queries
and we have put together a taskforce to deal with it. We aim to speed
up how we deal with queries.”
|
