{"id":457,"date":"2026-05-25T22:10:55","date_gmt":"2026-05-25T22:10:55","guid":{"rendered":"https:\/\/nextcitydigest.com\/?p=457"},"modified":"2026-05-25T22:10:55","modified_gmt":"2026-05-25T22:10:55","slug":"aer-lingus-issued-her-voucher-but-ghosted-her-husband-for-over-a-year","status":"publish","type":"post","link":"https:\/\/nextcitydigest.com\/?p=457","title":{"rendered":"Aer Lingus issued her voucher but ghosted her husband for over a year"},"content":{"rendered":"
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Q:<\/strong> My husband and I had to cancel our Aer Lingus flights last year because of a death in the family. The airline issued us vouchers, which should have been straightforward. But it hasn\u2019t been.<\/p>\n

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I received a voucher for $938. My husband, Jorge, got an email saying his $925 voucher had been processed. But when I called the next month to book our next trip, an Aer Lingus agent told me his voucher was never actually issued.<\/p>\n

Here\u2019s where it gets complicated. We live in Buffalo, New York, but wanted to fly from Toronto to Scotland because the fares are better. I asked Aer Lingus if we could have the vouchers reissued in Canadian dollars. They opened a case for both of us.<\/p>\n

I received my voucher in U.S. dollars within a reasonable time. But Jorge\u2019s voucher never came.<\/p>\n

I\u2019ve been calling Aer Lingus for months. Each time, I get the same response: \u201cA supervisor is working on it right now.\u201d I\u2019ve tried their WhatsApp line during office hours, but the virtual assistant just tells me to contact them during office hours \u2014 which I\u2019m already doing. I\u2019ve emailed. I\u2019ve contacted the CEO. Every few months, I get an update email saying they\u2019re \u201creviewing the case.\u201d<\/p>\n

Six months after the cancellation, an agent told me to request a currency conversion and assured me it would be expedited. They said to wait a few days for the voucher in Canadian dollars. I waited. Nothing. The next month, another agent said we were \u201cin the queue.\u201d<\/p>\n

A year later, I had enough. I sent another email saying I\u2019d accept the voucher in U.S. dollars \u2014 I realized the currency difference was minimal anyway. I just wanted my husband\u2019s voucher.<\/p>\n

It\u2019s now been over 15 months since Aer Lingus said it processed Jorge\u2019s voucher. I received mine. Why not his? This was supposed to help us travel after dealing with a death in our family. Instead, it\u2019s been nothing but frustration. Can you help us get Jorge\u2019s voucher?<\/p>\n

\n<\/div>\n

\u2014 Beatrijs Albarran, Buffalo, New York<\/em><\/p>\n

A:<\/strong> Aer Lingus should have issued your husband\u2019s voucher immediately after you had to cancel your flights.<\/p>\n

According to Aer Lingus\u2019 own policy, vouchers are issued in the same currency as the original booking. You didn\u2019t need to exchange your vouchers for Canadian dollars to make a booking from a Canadian airport. But if you wanted a currency conversion, and Aer Lingus said you could do it, that should have been handled as a straightforward request \u2014 not a 15-month ordeal.<\/p>\n

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The airline\u2019s behavior here is inexcusable. It issued your voucher but kept giving you the runaround on your husband\u2019s voucher. Telling you repeatedly that \u201ca supervisor is working on it\u201d is a classic delay tactic. And those automated \u201cwe\u2019re reviewing your case\u201d emails? They\u2019re designed to make you think something is happening when nothing is.<\/p>\n

\n<\/div>\n

You kept great records of every phone call, every WhatsApp attempt, every email. That paper trail is exactly what consumer advocates need to help resolve cases like yours. You even escalated to the CEO, which shows persistence. You might have tried some of the customer service managers. I publish the names, numbers and email addresses of the Aer Lingus executives on my consumer advocacy site, Elliott.org.<\/p>\n

The Department of Transportation has strict rules about refunds. While your case involved a voluntary cancellation and the issuance of a flight credit, the principle remains the same: Airlines must process these requests promptly.<\/p>\n

A few years ago, I wrote about another Aer Lingus customer who had trouble with a voucher that didn\u2019t work. The airline eventually made it right after my advocacy team intervened, but it took four years to resolve the case. That story suggests a possible pattern: Aer Lingus sometimes promises vouchers but fails to follow through.<\/p>\n

I contacted Aer Lingus on your behalf. Within days, the airline finally took action.<\/p>\n

A manager issued your husband\u2019s voucher in U.S. dollars, as you requested. Initially, a customer service representative suggested you buy a new ticket and submit a claim for reimbursement \u2014 which you correctly refused. Why should you pay out of pocket when the airline already owes you the money?<\/p>\n

\u201cWe apologize to this customer for the delay in issuing their voucher,\u201d an Aer Lingus spokesperson told me. \u201cAer Lingus is liaising directly with this customer to resolve the matter and we hope to welcome them on an Aer Lingus flight soon.\u201d<\/p>\n

Remember, if you\u2019re dealing with an airline voucher issue, document everything. Keep records of every conversation. Don\u2019t accept vague promises. And if you hit a wall, escalate to the executives. Companies respond differently, sometimes more positively, when someone is watching.<\/p>\n

Christopher Elliott is the founder of Elliott Advocacy, a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him on his site, Elliott.org.<\/em><\/p>\n

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A woman and her husband cancel their flights and receive a refund in the form of vouchers. 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