My Nonprofit Reviews

Booked airline tickets online six months out with Aer Lingus for fares that included a carry-on and one checked bag for each passenger. When about to check-out and pay for the tickets, the website listed the carry-on included with the fare, but not the checked bag. The web page listed checked luggage for a fee only. So, due to confusion, we added three bag fees for an extra $449.94. After payment, the error became apparent, so we Immediately contacted the airline via phone twice explaining the error and was told that the fees were not refundable. Next, we filed an on-line refund request with the airline explaining the error and deceptive purchase process and merely received canned email responses that the fees once paid were not refundable. We also filed a complaint with the USDOT because we believed the process was deceptive, but only received confirmation of receipt of the complaint.

On the advice of a friend who reads Mr. Elliott’s column, we filed a request for assistance through his website. Mr. Elliott responded quickly, contacted the airline for us, and within four days a credit was issued for the unnecessary fee. I never thought in a million years that we’d get our money back, so this experience renewed my faith that there are people out there who fight the good fight, and win! I am a convert now, and will follow Mr. Elliott’s columns, newsletters, etc.

I must also give kudos to Aer Lingus for their prompt attention to Mr. Elliott, and issuing a credit so quickly. I certainly will fly the airline again, but I will make sure I don’t get caught again.