FREQUENTLY ASKED QUESTIONS

From 25th March 2012, Aer Arann will operate all of its services between Ireland and the UK, France and the Isle of Man under the Aer Lingus Regional brand.

The following routes transitioning to Aer Lingus Regional, operated by Aer Arann include:

•  Dublin - Isle of Man

•  Dublin - Kerry

•  Waterford - London Southend

•  Waterford - London Luton

•  Waterford - Manchester

The flight numbers for flights on the above routes will change from "RE" to "EI" but flights will continue to be operated at the original published timings.

All Aer Lingus Regional services will be operated using Aer Arann aircraft and crew and will be sold and distributed through www.aerlingus.com .

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 with queries for travel on or before 24th March: Aer Arann customer relations : customer.care@aerarann.com

For queries relating to travel on or after 25th March, please contact Aer Lingus on ccc@aerlingus.com or:

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. If you do not receive a new booking confirmation email from Aer Lingus by 20th March, please contact Aer Arann Customer Relations: customer.care@aerarann.com.

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 Aer Lingus Regional brand. 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. Please note there will be no changes to the flight times.

3. Where do I make new bookings?

For travel on all Aer Arann flights operating up to and including March 24th please book on www.aerarann.com .

New bookings for travel on flights operating from March 25th 2012 onwards should be made on www.aerlingus.com .

4. How am I affected if my outbound flight is before 25th March and the return leg is after 24th March?

If you are travelling on or before March 24th your outbound flight will operate as a standard Aer Arann flight. If you are returning on or after March 25th your inbound flight will be operated by Aer Arann under the Aer Lingus Regional brand.

As your original booking was made with Aer Arann, the terms, conditions and fees of your booking will remain unchanged.

5. Will there be any change to my terms and conditions when my booking moves over to Aer Lingus?

No. If your original booking was made with Aer Arann then standard Aer Arann terms & conditions apply.

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. This applies to new bookings made.

7. If I am already booked with Aer Arann, will I have to pay anything extra for baggage when my booking is transferred?

All fees paid under the original booking will be transferred directly to the new booking with no changes to fees, charges or baggage allowances.

8. Who do I contact regarding delays & lost luggage?

Queries regarding delays and lost baggage on Aer Arann flights on or before March 24th should be directed to Aer Arann customer relations: customer.care@aerarann.com .

Queries regarding delays and lost luggage on Aer Lingus Regional flights on or after March 25th should be directed to Aer Lingus customer relations on ccc@aerlingus.com or:

9. Where do I check in?

From March 25th customers should check in for Aer Lingus Regional flights, operated by Aer Arann at Aer Lingus check in desks. (Passengers departing from Dublin should use the Aer Lingus check in desks located in Terminal 1). 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 is available 30 hours before and up to 2 hours before your flight departure time.

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. Who do I call to make a change to my booking?

For queries relating to travel on or after March 25th please contact Aer Lingus customer relations on ccc@aerlingus.com or:

15. Will I still get the Aer Arann newsletters and promotional offers?

Yes. You will continue to receive news and promotional offers for Aer Lingus Regional services operated by Aer Arann.

16. How do I get the Aer Lingus newsletters and promotional offers?

You can sign up to receive these by visiting www.aerlingus.com .

17. Who do I send refund requests to?

If you wish to submit a refund request for an Aer Arann flight on or before March 24th , please contact Refunds@aerarann.com

If you wish to submit a refund request for an Aer Lingus Regional flight operated by Aer Arann on or after March 25th , please contact Aer Lingus on ccc@aerlingus.com or:

18. Who do I send complaints to?

If you wish to make a complaint regarding an Aer Arann flight on or before March 24th please contact: customer.care@aerarann.com .

If you wish to make a complaint regarding an Aer Lingus Regional flight operated by Aer Arann on or after March 25th , please contact Aer Lingus on ccc@aerlingus.com or:

19. What if I want to add an infant to my booking then who do I contact?

For queries relating to travel on or before March 24th please contact Aer Arann customer relations: customer.care@aerarann.com .

For queries relating to travel on or after March 25th please contact Aer Lingus customer relations on ccc@aerlingus.com or:

20. 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 for travel on or after March 25th , please contact Aer Lingus on ccc@aerlingus.com or:

21. How do I spend Aer Arann vouchers with Aer Lingus if the route is now an Aer Lingus flight?

For voucher queries, please contact Aer Arann customer relations on customer.care@aerarann.com

22. 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.

23. 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.

24. Can I manage my booking on aerlingus.com?

Aer Lingus Regional flights, operated by Aer Arann can be managed on www.aerlingus.com once you receive your Aer Lingus Regional flight booking reference.

Changes to bookings made through Aer Arann transferred to Aer Lingus Regional must be made by contacting Aer Lingus on ccc@aerlingus.com or:

25. 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 on or before 24th March can only be managed at www.aerarann.com .

26. 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 in line with Aer Arann terms and conditions.

HELPFUL CONTACTS

For queries regarding travel on after March 25th: