Emerald Airlines - ignoring my claim.

CampbellCan

Update - I kept pestering Emerald Airlines and Aer Lingus but was getting no further.  I finally contacted the CAA and filled in their complaints form.  Even that was difficult as it did not accept my itinerary, but they were super helpful, replied to emails and told me how to get around their form.  A few weeks later and Emerald Airlines contacted me to say it turns out I AM eligible for compensation.  They have actually paid my compensation at last!  Only 8 months after the flight! 
I applied under UK261 which does apply to all flights in to the UK on EU carriers.
Keep going!!

andypfisk

Hi, looks like Emerald as a matter of policy refuse all legitimate compensation claims and hope we all just get fed up.  Are Lingus hide and just say it’s nothing to do with them.  I have 3 family members where they’ve just ignored their separate claims involving different flights.  I recommend contacting CAA when they refuse compensation, it’s not that difficult and should get results.  You never know, CAA might eventually take pro-active action.  

baglan

I just received EU261 compensation from Emerald Airlines for a cancelled DUB-SOU flight in April 2023. Aer Lingus passed me on to Emerald Airlines who ignored all correspondence. Eventually I raised a complaint through the IAA (Irish Aviation Administration) who (after about 6 months delay) raised a complaint with the airline. Compensation was forthcoming within a few days of the IAA prod.

CKhalvashi

andypfisk said:

Hi, looks like Emerald as a matter of policy refuse all legitimate compensation claims and hope we all just get fed up.  Are Lingus hide and just say it’s nothing to do with them.  I have 3 family members where they’ve just ignored their separate claims involving different flights.  I recommend contacting CAA when they refuse compensation, it’s not that difficult and should get results.  You never know, CAA might eventually take pro-active action.  

That would be because the claim is against the operating carrier, which often isn't the ticketing carrier.

Mrnkar_2

baglan said:

I just received EU261 compensation from Emerald Airlines for a cancelled DUB-SOU flight in April 2023. Aer Lingus passed me on to Emerald Airlines who ignored all correspondence. Eventually I raised a complaint through the IAA (Irish Aviation Administration) who (after about 6 months delay) raised a complaint with the airline. Compensation was forthcoming within a few days of the IAA prod.

Can I ask did Emerald pay the compensation or did it come from Aer Lingus. I'm about to take further steps after Emerald have been ignoring me for over 2 months. Aer Lingus who I booked the flights with keep saying they will contact Emerald again. I haven't even had any confirmation emails from Emerald. Thank you

Bossworld

Thanks for this thread, Aer Lingus threw my claim over the fence to Emerald 3 and a half months ago, and I've heard nothing since. Aer Lingus have no interest in helping. Sounds like CAA is the way to go then?

The original link to the Emerald airlines form seems to be dead, and their contact options just send you back to Aer Lingus.

JPears

Hi,

Long time not posting on this forum.

We're having the same issue with the Aerlingus/Emerald Airlines wrangle.

Flight LBA-DUB, (booked Aerlingus, actually carrier Emerald Airlines), cancelled less than 12 hours notice.  Aerlingus were less than useless in trying to rearrange alternative re-routing.  We were fairly flexible in our departure aiport and had usable flights from Liverpool up on our screen as we called Aerlingus. Agent had very poor grasp of english, everything had to be repeated at least 3 times. Called us back 2 hours later, 10.30pm by now, with one seat on the flight and another 24 hours later....  Useless feckwitts.

So we arranged our own Ryanair flights from Liverpool to Dublin.

Now 2 months down the line we have achieved:

1. One compensation payment out of two from Emeral Airlines  Aerlingus/Emerald airlines refusing to accept my partner was on the same booking reference. This despite having sent them a copy of the boarding card printed 24 hours before cancelled flight, showing booking reference!

2. No response other than an automated email with case reference number. Weekly emails and a complaint to Aerlingus have no result so far.

Sent a copy to Emerald Airlines with time limit of 2 weeks before legal action may commenc. Quick response saying they are not liable for re-routing reimbursements, that Aerlingus responsibility.

My thoughts are that if Emerald Arlines are responsible (and admitted) for compensation payments then they are also responsible for expenses payments under 261/2004?

Next steps?

Twitter? (unfortunately this seems to be the only way some companies actually respond to customers now)

Complaint to CAA.  Aerlingus & Emerald Airlines are not signed up to an ADR.  Unfotunatley CAA PACT has no enforcement powers.

Complaint to IAA. And wait 6 months....

Emerald Airlines have a registered office in Northern Ireland. How does small claims work with respect to NI and England?

juststephen1963

CampbellCan said:

Update - I kept pestering Emerald Airlines and Aer Lingus but was getting no further.  I finally contacted the CAA and filled in their complaints form.  Even that was difficult as it did not accept my itinerary, but they were super helpful, replied to emails and told me how to get around their form.  A few weeks later and Emerald Airlines contacted me to say it turns out I AM eligible for compensation.  They have actually paid my compensation at last!  Only 8 months after the flight! 
I applied under UK261 which does apply to all flights in to the UK on EU carriers.
Keep going!!

YES. Exactly this. 18 months after the delayed flight we got our £440. Don’t give up. 

Game changer - add this to your email - “if I do not hear from you within 7 days I will escalate this matter” - after months of zero response I gitva reply same day. 

eskbanker

juststephen1963 said:

CampbellCan said:

Update - I kept pestering Emerald Airlines and Aer Lingus but was getting no further.  I finally contacted the CAA and filled in their complaints form.  Even that was difficult as it did not accept my itinerary, but they were super helpful, replied to emails and told me how to get around their form.  A few weeks later and Emerald Airlines contacted me to say it turns out I AM eligible for compensation.  They have actually paid my compensation at last!  Only 8 months after the flight! 
I applied under UK261 which does apply to all flights in to the UK on EU carriers.
Keep going!!

YES. Exactly this. 18 months after the delayed flight we got our £440. Don’t give up. 

Game changer - add this to your email - “if I do not hear from you within 7 days I will escalate this matter” - after months of zero response I gitva reply same day. 

I can understand the temptation to believe that that phrase was responsible for getting a response, but that's potentially confusing correlation with causation - IMHO anyone looking to threaten escalation would be better to be specific about exactly where such escalation would be, as failure to do so risks being seen as bluffing.