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If Aer Lingus sees customer service as one of its unique selling points over rivals – as it has done until now – it has a lot of lost ground to make up. Photograph: Cathal McNaughton/ Reuters
Aer Lingus fails to deliver service on cancelled flights

(...) waiting on a voucher request from July 15th. I made three calls (in August, October and November(...)

Last week’s query on Aer Lingus passenger refunds has sparked a wave of emails from readers. Photograph: Clodagh Kilcoyne
Aer Lingus refund delays leave passengers angry

(...) for refund instead of voucher and they have said, no, it’s not possible. I had booked initially for(...)