Krista O'Brien accidentally pays an extra $449 for her checked luggage on an Aer Lingus flight. Why won't the airline help her undo the mistake?
Q: I recently booked tickets through the Aer Lingus website. When I did, the site only listed that a carry-on was included with the fare, rather than both a carry-on and one checked bag before the final purchase.
I believed Aer Lingus’ online booking was confusing and deceptive, so I filed a complaint with the U.S. Department of Transportation. I received no further information from the DOT other than acknowledgment of my complaint. Your case raises important issues. First, there’s the issue of an airline intentionally making its booking interface confusing in a way that benefits it. This is most common with seat assignments. If you have an airline ticket, you have a seat. The airline will try to sell you a seat assignment, meaning you get to select where you sit. But it sometimes leaves you with the impression that you don’t have a seat at all. That’s a deceptive booking interface.
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