Some Aer Lingus customers whose flights were cancelled during the airlines major IT outage four weeks ago say they are not being fully reimbursed for the expense they incurred when they had to rearrange their travel plans.
The airline says it is compensating and reimbursing passengers for any reasonable expenses in addition to their entitlements to compensation under EU law, but it says any customers with outstanding issues should contact them.
Mark Averill from Dublin was stranded in Corfu on 10 September and booked Easyjet flights to Belfast for the following day.
He claimed just over €900 for the flights, hotel and taxis he took but Aer Lingus have said they'll cover just over €300, leaving him almost €600 out of pocket.
"This isn't reasonable. I don't think its fair on the people who were stuck and I don't think its the right thing to do," Mr Averill said.
"I would accept a certain amount but I'm not accepting to be out of my own pocket. This is their problem, they should carry this themselves and they should be prepared to look after the people who flew with them."
Matt Taylor from Manchester and four friends were travelling via Dublin to Los Angeles for a holiday when the IT system went down.
They spent one night in Dublin Airport and another in a hotel before booking new Aer Lingus flights to their destination.
Their claim came to more than €7,000 but they were offered just over €2,000 compensation.
"We arrived 48 hours later in Los Angeles, lost two days of our holidays but we're about €7,000 down at this stage and obviously that's pretty frustrating," Mr Taylor said.
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"The delay in itself is excusable, things happen, but obviously financially we're significantly out of pocket."
Since Mark and Matt spoke to RTÉ News, Aer Lingus have contacted them to say they will now be fully compensated.
Several other passengers have told RTÉ News about being offered less than they claimed from Aer Lingus.
One woman, who did not want to be named, said she had spent €1,500 on flights only to be offered €119 in compensation.
Another US-based passenger said he claimed for $3,311 after being stranded for two nights in Amsterdam but he said he was awarded $864 without any explanation as to why the other expenses were not being covered.
Many other passengers told RTÉ News that they have submitted substantial claims to Aer Lingus and have not yet had a response.
Read more: 7,500 compensation applications after Aer Lingus IT outage
Aidan Smyth from Navan in Co Meath says his return to work in Orange County, California, was delayed by the IT outage and he had to rearrange flights from Dublin to LA.
He said his claim of €3,000 has not yet received a response and he said he is not optimistic that he will have the money refunded.
In a statement Aer Lingus say passengers are being compensated and reimbursed for all reasonable expenses in addition to their entitlements to compensation under EU law.
But it says any customers with outstanding issues should complete a Post Travel Enquiry Form online or contact Aer Lingus customers services directly.
It says it processed 91% of the approximately 7,500 applications its received for compensation, refunds and expenses following the 10 September outage and commits to have the remainder processed by the end of the month.
The airline apologised to customers for any inconvenience caused and that it wanted to reassure customers that Aer Lingus is committed to resolving all claims as quickly as possible.
EU Regulation 261 requires airlines to compensate passengers when flight delays or cancellations result in passengers reaching their final destination more than three hours later than originally scheduled when the delay or cancellation was within the airline's control.
EU 261 obligations require compensation payments to passengers of €250 on short haul and €600 on long haul.
Passengers are also compensated and reimbursed for all reasonable expenses.
