[Greg Hudson]

Was overcharged, lied to, and denied remedy by Aer Lingus.

Was charged over $100 for checked bags at the airport even though they were paid for in my ticket class. This was due to a glitch in their system. I paid under duress--what else was I going to do, leave my bags in the airport? After 30 minutes on hold, I get customer service on the phone the next day, and they confirm I shouldn't have been charged and that I was due a refund that I needed to submit to them online using their form. I submit the form, and 7 weeks later get an email response that they have no ability to refund it and it's non-refundable.

This was just one episode in a drama that began when I wanted to book a stopover itinerary, which Aer Lingus can't process online. Buying tickets by phone, I was told I would then be able to log into their system to add bags and pick seats, etc., but that was also incorrect. Due to excessive wait times and varying levels of competence in customer service along with insufficient details available via email or online, I spent over 3 hours on the phone with Aer Lingus about this flight, and they still charged me incorrectly. Their systems simply don't work if the ticket wasn't booked online.