Bernadette Robson, from Corofin in Co Clare, got in touch about a dismaying turn of events with Aer Lingus
"My blood boiled again when I read the complaint last Saturday about Aer Lingus customer service.
"Last January I was thrown off an Aer Lingus flight from Venice to Dublin. I was ill after check-in and was seen by the airport doctor, who said I was fit to travel and that I probably had a tummy bug, as there was a lot of it in Venice at the time.
"We were a birthday group of 10, and after boarding my brother suggested I change seat, to be near the loo. This was heard by cabin staff, who asked what was wrong with me, as I was a shade of green. I said I'd been seen by the doctor and cleared to travel.
"A few minutes later I was asked to get off, as I was a threat to the health of others if I had a viral infection. I refused and told them to contact the doctor. Then two cabin crew came and said that the captain refused to fly, that he had the final word, that I had to be accompanied by one of my friends, that we would be flown the next day and that our accommodation expenses would be met.
"There was no Aer Lingus flight the next day, and no other flight to Ireland, either, so we had two nights extra away. The extra accommodation and flights cost €1,232.
"I wrote letters and faxed Aer Lingus. The only reply was an acknowledgment and a request to be patient while it investigated my claim. Finally, I made a claim through my travel insurance company. I received €914 as a gesture of goodwill, as it originally didn't think it should be liable. I'm still waiting for an Aer Lingus reply and the balance of €314."
Aer Lingus responds"Aer Lingus requires a medical- clearance certificate where a passenger presents for a flight and is clearly ill.
"In this instance the crew supervisor advised the captain, who took the decision not to permit travel in the interest of all passengers, including Ms Robson, on the given flight. It is the responsibility of the crew to ensure the welfare and safety of all passengers. This is in line with international health regulations.
"We regret the delay in responding to Ms Robson. A member of our customer-care team has been in contact, and this matter has been resolved."
Editor's noteBernadette Robson has told us that she received a call from Aer Lingus, which offered to repay the €314 she was short, plus €100 in vouchers. We asked Aer Lingus for confirmation but did not receive a reply before going to press.
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