Readers' experience highlight challenges for people in difficult circumstances to get through to the right people in big companies. Photograph: Getty Images
We have two different stories from readers in very difficult circumstances who have been trying to get something that seems pretty simple done but have found it difficult – if not impossible – to get their requests through to people who can make things happen – one is to do with Aer Lingus and the other, Facebook and Instagram.
“I am writing regarding difficulties I am having with Aer Lingus customer service,” begins the first email.
Last year, she booked return flights to the US for herself and a relative with the plan being they would take the trip this month. It wasn’t to be.
“Unfortunately, in December, I was diagnosed with a serious illness which forced me to
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