Dear Aer Lingus Customer Service,
Subject: Complaint Regarding Booking Error and Refund Request (Reference: 3BUJCN)
I am writing to submit a formal complaint regarding the inconvenience and financial loss I suffered as a result of an error that occurred during the booking process for a flight purchased through your website/application.
I made a booking for three passengers. However, after confirming the purchase, I discovered that instead of displaying the correct name of the third passenger, the booking showed part of my own name duplicated. This was not an error introduced by me during the booking process. As I was informed through your customer service chat, the error was generated by the application itself.
As soon as I noticed the problem, I immediately contacted eDreams customer service, who advised me to contact the airline directly. Although I reported the issue immediately after it occurred and well before the date of travel, I was informed that it was not possible to correct the passenger's name. I was told that the only available solution was to pay €100 to issue a new ticket with the correct passenger name.
As a direct result of this error and the inability of both eDreams and Aer Lingus to correct it, I was forced to purchase a new ticket in order to travel, incurring an additional cost entirely beyond my control.
As evidence, I have attached the following documents:
A copy of my chat conversation with Aer Lingus Customer Service.
A copy of the passenger names on the original booking, together with the details of the new booking that had to be made in order to travel.
I kindly request that you review my case and reimburse the €100 paid to Aer Lingus as soon as possible.
Should I not receive a satisfactory resolution, I will have no alternative but to submit a formal complaint to the relevant consumer protection authorities and, if appropriate, through the European Online Dispute Resolution (ODR) Platform.
I look forward to receiving your written response.
Yours faithfully,
