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| Frequently Asked
Questions
Aer Arann and Aer Lingus have signed a new franchise agreement under which Aer Arann will operate 12 routes from Dublin and Cork. These franchise services will be branded as “Aer Lingus Regional” and will be operated using Aer Arann ATR 72-500 aircraft and crew. The routes will include current Aer Lingus and Aer Arann routes as well as three new routes. These include the following Aer Arann routes where booking for travel was made for dates on or after March 28th 2010: •Cork – Bristol •Cork – Edinburgh •Cork – Cardiff •Cork – La Rochelle •Cork – Jersey •Dublin – Blackpool •Dublin – Cardiff These are the only current Aer Arann routes that will be operated under the new franchise agreement. If your booking is not for one of these routes, it is not affected by the new franchise agreement and remains unchanged. Below is a series of questions and answers designed to assist passengers whose current Aer Arann booking will become an Aer Lingus Regional booking under the franchise agreement. If you do not find an answer to your query in this section, please contact Aer Arann customer relations who will be happy to assist. Contact details can be found below. 1. I have an existing Aer Arann booking. Do I need a new booking reference? Yes you will need a new booking confirmation and booking reference and this will be sent to you in the coming days. Aer Arann will be sending an email to every customer who requires a new booking reference, and soon afterwards those passengers will receive a new booking confirmation and booking reference from Aer Lingus. The new booking confirmation and reference number will be needed to check in for the flight. 2. What is the new flight number and fight time? Aer Arann will include details of flight numbers and flight times on the email that it sends to customers whose flights are transferring to the new franchise operation. The flight details will also be on the booking confirmation email that will be sent by Aer Lingus. The new booking confirmation and reference number will be needed to check in for the flight. 3. Where do I make new bookings? For travel on all Aer Arann flights operating up to and including March 27th please book on www.aerarann.com. New bookings for travel on flights operating under the new franchise agreement from March 28th 2010 onwards should be made on www.aerlingus.com. The full list of franchise routes is: •Dublin – Glasgow •Dublin - Edinburgh •Dublin – Cardiff •Dublin – Blackpool •Dublin – Doncaster Sheffiled •Dublin – Durham Tees Valley •Cork – Bristol •Cork – Edinburgh •Cork – Cardiff •Cork – La Rochelle •Cork – Jersey •Cork - Glasgow All other Aer Arann flights can be purchased through www.aerarann.com and all usual Aer Arann channels 4. How am I affected if my outbound flight is before 28th March and the return leg is after 28th March? If you are travelling before March 28th your outbound flight will operate as a standard Aer Arann flight under Aer Arann terms and conditions with the exception of an increased baggage allowance (See question 7 for details) If you are returning on or after March 28th your inbound flight will be operated under the new franchise agreement. However, as your original booking was made with Aer Arann, the terms, conditions and fees of your booking will remain unchanged. You will need a new booking reference and this will be sent to you by email before your flight. 5. Will there be any change to my terms and conditions when my booking moves over to Aer Lingus? No. If your booking was made with Aer Arann before January 26th, then standard Aer Arann terms & conditions apply. The one exception is that the free checked-in baggage allowance will be increased from 15kgs to 20kgs. 6. Can Aer Lingus Gold Circle points be earned on flights under the new franchise agreement? Yes. Aer Lingus Gold Circle points can be earned on Aer Lingus Regional flights in certain booking classes.. 7. If I am already booked with Aer Arann, will I have to pay for baggage when my booking is transferred? If your booking was made with Aer Arann before January 27th then you are still entitled to free baggage allowance. However, the baggage allowance limit on flights operated under the new franchise agreement now increases to 20kg per passenger (excluding infants). Excess baggage will be charged at €8.00/£6.50 One piece of cabin baggage is permitted per passenger, which must not weigh more than 7kg and must be small enough to fit comfortably in the overhead bin or under the seat in front not exceeding 20cm x 28cm x 43cm (8x11x17ins) 8. Who do I contact regarding delays & lost luggage Queries regarding delays and lost luggage on Aer Lingus Regional flights on or after March 28th should be directed to Aer Lingus customer relations, who can be contacted on 0818 365888. Queries regarding delays and lost baggage on Aer Arann flights before and after March 28th should be directed to Aer Arann customer relations on 0818 210 210 in Ireland and 0870 876 7676 in the UK. 9. Where do I check in? From March 28th customers should check in for flights operating under the new franchise agreement at Aer Lingus check in desks. Passengers may also check-in online (where available) or at Aer Lingus self-service check-in kiosks (where available). You will require your new Aer Lingus booking reference to check-in. 10. Can I use online check in? Yes, if you are travelling from an airport where Aer Lingus online check-in is available. You will require your new Aer Lingus booking reference to check-in. Online check in is available 30 hours before and up to 2 hours before your flight departure time. 11. When does check-in open/close Passengers must check in for Aer Lingus Regional flights through Aer Lingus check in channels. Online Check In Online check in is available 30 hours before and up to 2 hours before your flight departure time. Airport and self-service check in Aer Lingus check in desks open 2 hours and 30 minutes prior to departure time for flights to and from the UK. Please note that Aer Lingus check in desks close 45 minutes prior to departure (including self-service check in) 12. What forms of ID do I require? For travel between Ireland and the UK the accepted forms of identification are: Valid Passport Driving Licence with photo International Student Card National ID card Bus pass with photo Work ID with photo For further information on Aer Lingus travel documentation requirements visit www.aerlingus.com 13. Do I need my Itinerary with me to check- in? You will receive an email from Aer Lingus with your new booking confirmation and booking reference for your flight. The new booking confirmation and reference number will be needed to check in for the flight, along with accepted valid ID. 14. Do the terms & conditions of my Aer Arann booking remain the same when transferred to Aer Lingus? If your booking was originally made with Aer Arann, then standard Aer Arann terms, conditions and fees apply, with the exception of baggage allowance (see question 7 for details). Please note also that standard Aer Lingus ID requirements will apply ( see question 12 for details). 15. Who do I call to make a change to my booking? If your flight is now being operated under the new franchise agreement you will need to direct all change requests and queries to Aer Lingus customer relations. You can contact Aer Lingus Customer Service on 0818 365 044 from Ireland or 0871 718 2020 from the UK. All other Aer Arann flight queries can be dealt with by contacting Aer Arann customer relations on 0818 210 210 (from the UK: 0870 876 76 76). 16. Will I still get the Aer Arann newsletters and promotional offers? Yes. You will remain a valued Aer Arann customer and will continue to receive Aer Arann news and promotional offers. 17. How do I get the Aer Lingus newsletters and promotional offers? You can sign up to receive these by visiting www.aerlingus.com 18. Who do I send refund requests to? For flights under the new franchise agreement all refund requests must be submitted to Aer Lingus by contacting their Helpdesk on 0818 365044 from Ireland or 0871 718 20 20 from the UK. If you wish to submit a refund request for an Aer Arann flight please contact Refunds@aerarann.com 19. Who do I send complaints to? Complaints relating to flights under the new franchise agreement, i.e. Aer Lingus Regional flights on or after March 28th, should be directed in writing to Aer Lingus Customer Care Unit, Aer Lingus Head Office, Dublin Airport, Ireland. Fax Number: 00353 1 8863832. 20. What if I want to add an infant to my booking then who do I contact? For queries relating to travel on a flight under the new franchise agreement booked for travel on or after March 28th, please contact the Aer Lingus Helpdesk on 0818 365 044 from Ireland or 0871 718 20 20 from the UK. 21. What if I want to bring sports equipment then who do I contact? If your sports equipment is already booked and paid for, it will be accepted at no additional cost by Aer Lingus. If you need to book sports equipment, please contact the Aer Lingus Helpdesk on 0818 365000 from Ireland or 0871 718 5000 from the UK. 22. Am I entitled to an Aer Arann Ticket Book refund? Yes, if the ticket book is valid for one of the routes under the new franchise agreement you are entitled to a refund. 23. How do I spend Aer Arann vouchers with Aer Lingus if the route is now an Aer Lingus flight? Aer Arann customer relations can facilitate this booking for you. Please contact Aer Arann customer relations on 0818 210 210 (from the UK: 0870 876 76 76) in order to facilitate your booking. 24. I booked car hire on the Aer Arann website when I made my flight reservation and I gave my Aer Arann flight number. Do I need to contact the car hire company? Your car hire booking will remain unchanged. However, if your flight time changes it would be advisable to contact your car hire company and advise them of your updated flight time. 25. Does my Aer Arann Travel Manager account discount apply to Aer Lingus bookings and can the account be transferred across? Aer Arann Travel Manager is not available for bookings on Aer Lingus regional flights. However, your Travel Manager account for all standard Aer Arann flights remains unchanged. 26. Can I manage my booking on aerlingus.com? Flights under the new franchise agreement can be managed on www.aerlingus.com as soon as you receive your Aer Arann/Aer Lingus franchise flight booking reference. However, changes to bookings made through Aer Arann prior to January 26th and transferred to Aer Lingus Regional must be made by contacting Aer Lingus Customer Service on 0818 365 044 from Ireland or 0871 718 2020 from the UK. 27. Can I still manage my booking on aerarann.com? Once your booking is transferred it can only be managed via Aer Lingus. Aer Arann flights can only be managed at www.aerarann.com 28. Are pets allowed on these flights and what is the policy? Pets are permitted to be carried on Aer Lingus Regional flights operated by Aer Arann.
HELPFUL CONTACTS Aer Arann Customer Relations From Ireland 0818 210 210 From the UK: 0870 876 76 76
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