My name is Eman Ghallab and I flew on a connecting flight on the 12th May 2018 at 22:15 from UK to Athens then from Athens to Alexandria on Aegean airline. I had a really terrible experience with the staff at the gate when they were weighing my hand luggage before boarding. The way they treated me in front of all the passengers was so humiliating. I have travelled with so many airlines but I have never seen such unprofessional and rude staff.
After checking in and dropping my 23 kg suitcase, I went to the announced gate with my hand luggage and my personal laptop (in a back bag). When the staff at gate checked the weight of my hand luggage, they found it more than 8 kg. They asked me to pay money for the extra weight, but I told them I would get rid of some of my clothes because I didn’t have enough money on me. Clearly, they seemed not happy about my decision of getting rid of my stuff instead of paying. This was apparent when they angrily asked me to weigh my back bag as well, as for them it looked big. I told them that the back bag had only my laptop and its cables and my wallet. But they kept shouting at me in front of all passengers and kept saying this bag couldn’t be only for a laptop. So I had to open my bag to show them it was only the laptop in front of all the passengers as if I was a liar. So humiliating. I have an old style laptop that weighs few kilograms. To my knowledge, no companies, including Aegean, has a specific requirements or dimensions of the laptop that a passenger can travel with.
I threw some of my clothes from my hand luggage until I made 8 kg. I also threw the laptop bag because for them it seemed big. I respected the company policy. But my problem was not that they were strict with applying the company rules and policies regarding luggage rather it was the way they did that. They were very loud and sarcastic and taking things personal. The way they were threatening me in front of everyone at the gate that that they wouldn’t allow me to board was disgusting. They were laughing at me and saying to each other “let her throw whatever she wants, the plain is not gonna wait for her”. Although I got the weight of my hand luggage to be 8 kg, they still didn’t allow me to board because my laptop was big. I said to them “I can’t throw my laptop”. I felt really embarrassed and my tears were welling up. So I asked them to speak to their team leader or manager as I couldn’t really have a sensible conversation with them. One of them said in angrily voice “I’m the team leader and no one would speak to you”. She was lying because she claimed earlier that she spoke to her manager about me. When I insisted to speak to their manager, she called the security of the airport for me as if I was a criminal. This action was totally uncalled for. I’m a respected university professor not a criminal. When the security guy attended, I showed him my bags and weighed them in front of him, he said “where is the problem then? I don’t understand”. He was actually shocked that that was the reason they asked him to come for. The security guy asked them to allow me to board as he saw there was no problem with my luggage.
As a result of all the humiliation that I experienced and the stress I went through because of what happened with the staff at gate, I started to feel sever pain in my head and I felt really unwell as soon as I got into the plane. After the plane took off, I told one of the air hostesses that I didn’t feel well and asked if they had anything for the pain I had in my head. They couldn’t actually help but they made an announcement asking if there was a doctor among the passengers. Luckily there was one but he couldn’t help either because he didn’t have any medication on him. I had some paracetamol in my bag and I took two tablets then another two but they didn’t help either. The pain was so sever and I suffered for 5 hours until the plane had landed. I got off the plane and walked with my luggage to the nearest reception, feeling dizzy, nauseous and was barely able to open my eyes. I asked the receptionist if a doctor in the airport could see me as I was very ill. He was actually very responsive and called his manager who then asked for medical help. The ambulance arrived in five minutes and they took me straightaway to the clinic as I was in a miserable condition. The doctors then checked my vital signs and assessed my pain. They said that this kind of pain often results from stress and anxiety. So they decided to give me injection to end that sever pain. They gave a very strong sedative and anxiolytic (diazepam) and pain killer (Voltaren). Then asked me to relax for some time. Then I had to rush to catch my connecting flight to Cairo.
No human being on earth deserves to be humiliated like this. What did I do to be treated like this and experience all that stress because of unprofessional and mean. I was travelling alone and no one was with me to offer me support. It’s been more than a week now and I still can’t get over what happened to me. I expect you treat this complaint as an urgent matter and I look forward to hearing from you soon.
Yawar
5.0
I took a flight to Amman with Aegean at 23.50 on 6th May 2018. While waiting to catch my flight at the departure gate A03 I faced a racist episode shown by the company employee who said she was the supervisor and did not want to identify. Her main concern was that I dont have a Visa and she was about 4th person to look at my passport and was quite convinced that others have not done their job. All of sudden in that discussion she started yelling at me what is so funny why are you smiling? To me it came a very supremacist attitude I was trying to be as much supportive as possible but this last really killed it all. I asked her what is the problem and why I am being singled out and she just yelled that you dont have a Visa. I had already explained to the Aegean staff at the gate that usual practice for my case is that I get Visa on arrival and I showed one example to the employee who asked me for passport earlier at the gate. To me it came really strange that I am being asked to explained the same thing again while at the same gate and with this attitude as if I am a criminal and left saying that I will deal with you at the counter. I just wanted to the remind this racist lady that I paid for my ticket and deserved to be treated with respect like any other customer but instead I requested to see her supervisor to complain about this aggression and disrespect. She gave me a flat answer that she was herself the supervisor and there is no one else that I can talk to. Then after some one another gentle man appeared claiming to be her supervisor and he went through all my documents again and did not find an issue and instead of apologising for all this bad behaviour racist bimbo he kept on defending her. When I protested again at the lady’s racist behaviour he went on to threat me that I will not be flying with Aegean anymore. My question to Aegean is this what this organisation has come to be? Is this the customer service training your staff gets?
Karmin Homavazir
5.0
Hi there,
I went to book a flight through skyscanner and selected the flight A3611 flying at 12:15pm on 15 July. I was then given the option of the Aegean website and was quoted £254. When I was re-directed to the Aegean website the flight was changed to flight A3615, flying out at 8:45pm, however I did not select this flight option at all. I went to fill out the passenger details and once I had done this I could not review the flight time, the only details about the flight that were displayed showed the date of the flight, but not the flight time.
I proceeded to pay thinking that I had booked the flight A3611, which was the only flight option I had selected. I then got an email confirmation saying that the flight for A3615 had been booked. My tour in Greece starts at 7pm so the second flight is not an option. I called customer service straight away and had to pay £158 additional to change the flight, which is a lot more than the original flight price quoted. I asked for a refund but this was not allowed.
I am a frequent flyer. I have booked a number of flights through a number of airlines and have never had to deal with something like this. It was very deceiving and when I spoke to the customer service representative, she was rude and unhelpful. I am really disappointed with the process involved in booking the flight which was deceitful and the customer service I received after.
I would still like to get my money back for the additional charge I had to pay for the A3611 flight.
Regards,
Karmin
Gouliamos Konstantinos
5.0
My complaint is with regards to extra charge seat due to the so called “new policy” provisions. Initially, Aegean offered me the 4E and when I changed to 4D and finally to 3D seat I have realized that I had to pay extra money. Taking seriously into account that the flights of Aegean from Larnaca to Athens are extremely high (in addition to minimum quality of services offered by the carrier), the extra charge (particularly for a seat next to the one that the carrier picked for me) has a redolence,yet apparent element of customer exploitation. As a Miles&Bonus gold cardholder, I consider this new “policy” initiative as the epitome of customer exploitation.
Elgersma
5.0
I booked three seats for a flight from Brussels to Athens, for me and my two children. Today I want to check in for our flight on Sunday and see that we have been allocated seats in row 6, 14 and 23. Should we want to sit together we need to pay 3 times 16 Euro. Complete scam as far as I am concerned. Can’t imagine you make any customer happy with this type of hidden costs.
Petros Ntatsis
5.0
Dear sir
I am writting this complain because Aegean lately has taken a different path than the one that allow to enter in star alliance group.
I am Gold member and this year I have realized that you have started a new system with pre-booked seats . That means extra cost for all.
In addition with this action ALL Gold members (and I know a lot ) almost lose the service and previlage of booking any seat 2 days before.
Not only that but also when the flight is in combination with other airflight company (LH i. e. Hannover -Munich -Athens) and the ticket is issued by LH again the same problem appears.
In that last case even I tried to pay the difference but again your service was not existing (Hannover).
In short , you did a change to get more money but since you decide that then the service to your regular customers should be absolute 100% better than before.
We flight for business not fan and we expect the same respect to customers like me-us that assist Aegean to reach that level world wide.
I kindly and highly recomment to exclude from the new pre booking system the Gold members.
Have in mind that your “face” as company has already dropped not only for the above but also the food etc. But this is different complain.
Christianna
5.0
18th October , 8:49, Berlin Tegel Airport. I received the worst service and attitude at the check in desk. The lady taking my suitcase refused to let me lock it while it was on the conveyer belt even though I offered to do it myself and could reach it with my hands. The problem was the attitude not the fact that I couldn’t lock it. Either way this is not correct customer service. I began to cry from this rude response and when I asked for the assistants name she responded that if i got her name I would make a complaint so she told me she did not want to give her name. Then for my second suitcase with was 18kg overweight I was sent to the other side of the airport to pay 35 euros because I was paying in cash. When I got back I was told the check in was for another airport and I can’t check in yet. So where did my suitcase get sent to? I could not approach the desk again in fear of being threatened by the assistant. Really don’t know what to say. Never have I been spoken to like this. Please respond and let me know how you deal with these type of situations. Thank you
Mahmood Fahmy Almehi
1.0
I travelled with my wife from Cairo to Athens and from Athens to Tirana and they lost one of my bags on the flight number A3846 and this was in the date of 12 August 2017 and I have reported in the airport and tried to contact Aegean airlines no one answered. I emailed them no one answered and the end they answered to take from the details of my bag and till today which 2 October 2017 no one is answering me although i am sending them everyday emails I retured back from my vacation back to Cairo and no answers till now and I have reserved with them the going and the return which means i took 4 tickets from them that costed $1200 and they lost my bag and no one is carrying or showing any responsibilities to me and now i am going on for an open court becuase what was in my bag costed € 2000 and i am not ready to waste my time with them anymore
Desmond
5.0
Am a Gold Member and tried to upgrade my flight since weeks. Also at the sales counter/ gate at the airport. Denied!
Even though there are 3 free seats in the business class available.
Why do we get upgrade vouchers then???
Flight ex Athens to Hamburg
Date: 22. Sep 2017
Time: 9:00
P. Papachrysanthou
5.0
Hello,
I’m a Greek American & live in the states, I travel often & I’m quite capable of booking on line with no problems. I booked a flight form Kos to Athens for Sept. 19th thru Olympic thinking 6:35 means PM (evening) since we’re not used to military time.
After trying several times to check in one day prior to departure and NO email or SMS from Aegean , my husband I decided to go to the airport to organize a check in for that evening 6.35pm.
When we arrived to the Aegean/Olympic desk we were told our flight was 6.35 am and NOT 6.35pm and in order to leave Kos we would have to pay an extra 153€ each, not any consideration or some kind of a discount for an excused mistake & the luck of any reminder notification form your airline, even though you have my e-mail address & cell #.
The young lady told be it was my fault I lost our flight as 6.35 means morning and 18.35 means night!!!!! I told her that I did NOT receive ANY notifications from Olympic for our flight Kos – Athens !!!
She said well, that’s not our problem, we can’t notify every person, now you learn for next time. Every Airline I know will send multiple confirmations & reminders to check in.
I will try my very best not to fly with your airline in the near future.
Yasmine Montasser El Sokkary
5.0
I have lost 2 bags on different flight in same week. It was on 10/08/2017 And 17 /08/2017. The 2nd bag is back while the other one till now didnt
Your customer service over the phone not answering!!!!!!!
I sent millions of emails and just automated mails reply!!!!!!
You put my tracing luggage number on the system wrong and till now didnt correct.. as apparently you are not reading my mails!!
It’s been almost a month with no reply or compensation from your behalf
Helen Natsioulas
1.0
Good afternoon my name is Helen Natsioulas and I am a Greek Australian. I travel every year to Greece in summer and have travelled to many many countries and am quite a capable of doing all my bookings on line and have for years!!!!!
Last week I travelled to Chania Greece . I had booked my trip as a package from Australia on line. The package consisted of two tickets Athens – Chania, Chania -Athens, two nights accomodation, a rental car and car park at Athens airport.
I did get an email from Aegean prior to my flight from Athens and was able to check in on line.
On our return though after trying several times to check in one day prior to departure and NO email or SMS from Aegean , my husband I decided to go to the airport to organise a check in for that evening 6.00pm.
When we arrived to the Aegean desk we were told our flight was 6.00am and NOT 6.00pm and in order to leave Chania we would have to pay an extra 170€each and we could only leave at 11.00pm
The young lady told be it was my fault I lost our flight as 6.00 means morning and 18.00 means night!!!!! I speak fluent Greek and explained that I tried to check in a number of times the day before but the site wouldn’t allow me to check in and when I rang the phone number that was displayed there was NO answer!!!!!
I also told the young lady that I did NOT receive ANY notifications from Aegean for our flight Chania – Athens !!!
She said well, that’s not our problem!!!!!
So after the rude response from Aegean my husband and I went to Ryan Airlines we paid 360€ for two return tickets to Athens and flew out at 9.00pm.
Oh yes before I forget just in case I’m totally insane I have checked our return tickets to Australia and it clearly states we are leaving 2.40pm NOT 14.40!!!!!!
This trip to Chania was amazingly expensive because we paid an extra 360€ extra for the car and extra for the car park!!!!!
I’ll be very interested to see what Aegean has to say in this. I will accept that I shouldn’t have assumed 6.00 was afternoon but why no notification of flight, why check in not allowed the day before and why no one answered the calls the day before?????
Was this a systematic way for Aegean to make more money!
Very very disappointed
Thank you
Saskah Thompson
1.0
Aegean airlines.Worst airline service ever. And terrible customer service. My flight A3615 on July 25th. I booked Online where it said for A3 airplanes it was free to check in one piece of luggage per passenger. however at the airport they charged 60 euros per person. When we asked why we had to pay we were met with the worst attitudes. Lady claiming to be the Supervisor refused to give her name. Some lack of professionalism for a supervisor.One person only saying she goes by the name Natasha. No one could explain why or give information for customer service/assistance. Very disappointed. Never flying again.
Roro
5.0
More than disappointed. I flew from tirana- athena -alexandria (egypt) and in the final destination i had to find out my luggage didnt come. Till now, 6 days already gone and my luggage hasnt come. Im travelling back home after tomorrow and had to spend on shopping.. instead of that, had to spend on international calls on calling the airline in athens.. Im really exhausted trying to interact with customer support. At least respond to email guys.
Linda
5.0
Olympic air cancelled the above flight around 10:00am on July 5. Olympic air then put us on the ferry to Athens. Despite knowing that we would arrive late for our connecting flights (Turkish Airlines 1850, 3:35 pm to Istanbul and Turkish airlines 11, 6:10 pm to JFK) we were told to go by ferry to Athens at Olympics expense. They offered no other alternatives despite another flight from Milos was also leaving that morning and arrived in plenty of time for my husband and I to make our connecting flights! Olympic air also should have cancelled the flight earlier that day or the day before if they thought they could not have flown safely. Then we could have made earlier alternative plans so we wouldn’t have missed the above connecting flights. Due to Olympic air cancellation resulting in our missing our flights, we incurred an additional charge of €832.36 to purchase another flight to JFK. (Ticket numbers 2352316392661 and 2352316392660). I expect Olympic air to reimburse us for €832.36 since it was their fault we missed our connecting flights and therefore incurred this expense. Thank you
Vesela Lazarova
1.0
Dear Customer Service ,
I buy ticket with booking number : YABFSS from Sofia to Kos on 29.06.2017 .
With flight : A3-1151 аt 19:35 h – Sofia to Athens and Athens to Kos at 21:35 h. with flight A3-7228 .On 29.06.2017 when i went to check on the airport at 17;30 i understand that the flight is cancel and we will departure earlier at 22:30h ( but we really departure at 23;30h ) . From the check desk send us to the Bulgaria air desk to make new reservation , because of which i loose my connection to Kos and i stay 5 hours on the airport and i loose my reservation in my hotel . Please give me the compensation that i deserve for the cost trouble that you made . My ticket cost is 377 euro so i can travel without waiting on the Athens airport .My hotel in Kos cost 100 euro at night so i lost this money as well . My stay at the Athens airport i do not how much does it cost ….. Non the less that the flight was cancel also i have very bad experience with your team on the airport – very un polite . We were lied as well that somebody from your team will be waiting for us at the Athens airport so he can take as to a hotel but this also does not happen .I can send you all of my reservation and boarding pass if you want to be sure in my words .
Waiting for your answer .
Jacqueline Meanne Ornedo
1.0
To whom it may concern,
I would like to report a complaint about my luggage received here upon arrival in Manila. The luggage that i received was not mine but the attached Tag was correct. As you can see on the attached pictures, i received a small luggage of 11 kilos instead of 29.5 kilos.
My luggage was dark blue yet i received was violet.
Upon boarding on Athens, one of your Qatar Airways crew called out my attention and said that my luggage was only 11 kilos. I asked why is it different from the 1st check-in and she said it was a typographical error. We relied on what your crew said until i discovered that the luggage was not mine.
Tracy
5.0
On June 8, 2017, I was told by Arifivera, the supervisor working at the ticket counter, I would have to pay for my checked bag. I work for Delta Air Lines as a flight attendant and was told on my flight from Athens to Santorini that they would check all three of my bags as a courtesy. Now why is it that on the return they would not allow me to check any of them without having to pay for them. We are always told consistency is key and this is definitely not consistent.
LEO
5.0
We did not have a good experience with Aegean Airlines as we traveled from Tirana – Albania to Athens – Greece then from there to a transfer flight from Athens to Dublin. There was four of us traveling with 2 large luggage and one hand luggage. When we got to Dublin Airport at 22:24 on Wednesday 14 of June. the luggage belt started and luggage started to come on the belt. One of our large luggage arrive but one did not. We then went to the lady at the desk and she had no information of were our luggage was lost. She proceeded to give us a reference number and told us to call Swissport Baggage the next morning. We did call the next morning and spent over one hour trying to get through on the phone. When they eventually answered we were told there was no such way as to trace the luggage as they did not have that sort of system. We called back again Friday and was told that our luggage was found in Athens and was transferred to London as there was more flights there and would be then transferred to Dublin. We then called again on Saturday morning to be told by a man named SYLVESTER a team leader in Dublin Airport for Aegean Airlines that there was no such thing as our luggage and that we were nothing but a shower of FUCKERS and told us to FUCK OFF we tried to explain to him that we told on Friday our luggage was in London been transferred to Dublin he kept on closing the phone on us telling us it was NOT his problem and to FUCK OFF. We did start to get annoyed as he was so rude and ignorant towards us and told us to and i quote “SHUT YOUR MOUTH”. We as customer do have a right to speak and know were our lost luggage is. We do not need to be abused as our understanding is that SYLVESTER is there to help us find our luggage and not be so abusive towards us as customers. It is almost 6 days since our luggage has not come and my family return to Albania on Wednesday morning without there luggage and we have spent almost 500 euro on clothes and belonging for them.
I will never in my life fly again with Aegean Airlines and we have began to take take it further regarding your Staff member SLYVESTER a team leader repesenting Aegean Airlines.
Kim
1.0
I was assaulted by a check in desk employee who snatched my phone and banged my arm in an attempt to snatch my bag out of my hand as well. These actions were entirely supported by his supervisors and unfortunately by Aegean Airlines Corporate staff as well as Star Alliance. I have been in contact with all of them. Unfortunately, I will have to seek legal action considering I told them simply I would like an apology and retraining their employees on proper customer service and human decency, In which Aegean Airlines was uninterested.
Maria M
5.0
I’m writing to complain about something that happened a few hours ago at Lyon Airport. My daughter went to visit a friend for 5 days and had a booked a flight for the 4.40 leaving Lyon for Athens. She got to the airport 2.5 hours earlier to check in and was told that she might not have a seat on the flight because she hadn’t checked in online. On the ticket information it says, if you WISH to check in earlier, visit our site (Εαν επιθυμείτε να κάνετε online check-in, παρακαλούμε επισκεφθείτε την ιστοσελίδα της αεροπορικής 24 ώρες πριν την αναχώρηση της πτήσης σας.)….so I would really like to know why this happened? It’s not your customer’s problem if you overbook your flights. u in advance.
Maria M
Elena
1.0
My recent experience with Aegean Airlines staff was so poor that I will never fly again with that airline! They don’t seem to care about their customers, their Customer Services department as well as the ground staff at the airport provide terrirble service and they are very rude!
If you are travelling with a ticket purchased by a family member or a partner, there is a big chance you will be asked to produce the credit card that was used during the ticket booking. This is what happened to me, and although there was no warning message displayed on the webiste during the booking process about that requirement Aegean Airlines Customer Services kept lying to my face. At the end we were forced to purchase a new ticket at a higher price so that we wouldnt miss the flight.
I managed to get the original ticket refunded, bu ti still raised a complaint. Three months later they responded to me saying that there was a warning message on the booking confrimation page. I guess three months is what their developers needed to implement a warning message on the page. However, i still have the original screenshots of the booking confirmation page that had NO message.
It’s appalling they treat customers so badly and they get away with it!
Jade Taylor
5.0
I am a passenger who used your service straight through from Barcelona to Corfu. I landed on Corfu on Monday 20th February 2017 to find that one of our suitcases had not arrived. Upon arrival the staff at the Corfu airport were helpful. However I am very disappointed in Aegean airlines themselves. I was assured I would receive updates on where my baggage was. In the suitcase there are valuable items that I would like returned to me as a matter of urgency, which I expressed from the outset and yet still I have no information as to where they might be or even any form of decent customer service has been shown to me . I was told to go home and wait. I went back to the airport in Corfu where a helpful member of staff told me that it seemed as though my bag was in Athens airport, only to discover this morning after checking the baggage tracking facility on the Aegean website that my bag was still being located. I feel very angry that I seem to have been lied to. Not only are there items of value to myself in the bag but also to my two small children, who can not understand where their belongings are. I have to say that after traveling with Aegean many times before and with no trouble I am very disappointed in the way they are dealing with this.
Loucas
1.0
I’m a Gold Card member and I bought from London my ticket to fly from Athens to Larnaca with flight A3904 16 January at 13:30.
My complain is that while I checked in the flight through your web and book an exit seat as per your plan 12A and answer all relevant questions. When I enter I find it is not like it was suggested. The seats are just different from what you booked.
My issue is that I’m overweight and since the difference to Economy is no more than 3cm, it is the only area I can be comfortable. It’s beyond my understanding since you have all my details and I’m Gold member why you didn’t adjust my seat!
Habiba Ahmed ElKharbotly
1.0
I was supposed to fly from Cairo to Athens and then from Athens to Heathrow Airport. I was supposed to have only one hour layover in Athens. I was travelling via Aegean Airlines.
The plane in Cairo took off an hour late and as a result, arrived to Athens an hour late. I was then shocked to know that the plane to London had already left, leaving me and other passengers behind with our luggage. I was then told by Aegean officials that i would have to wait till 7 pm for the next plane. I am now sitting in the airport, I had to cancel all of my plans in London because I was originally scheduled to arrive at 3:30 pm London time.
I still do not understand how a plane can leave the passengers behind taking into consideration that it was the airline’s fault to begin with that they left the airport in Cairo late! I was not compensated in any way, instead, I am sitting here, feeling extremely frustrated by this airline. Definitely not recommending this airline to anyone I know!
Efstratios Psanis
1.0
My luggage from the flight Jeddah to Athens A3947 on the 23 of December 2016 has been delayed or possibly lost. The lines of communication with the Goldair services are possibly down because it is Saturday and festivities, which mean my festivities will also be “down” since my belongings are somewhere. I was intending to file a formal complaint but Customer Service is also down because it is Saturday. Needless to say customer service doesn’t seem to be their strongest point.
Ulla Morais
5.0
I’m writing a complaint about the delay in receiving my luggage that came from Larnaca (Cyprus) to Lisbon (Portugal). I travelled in December 1st 2016 , flight A3 901, and did a stop in Athens. Then, I took the connection flight to Lisbon, flight A3 668. When I arrived Lisbon I only received 1 suitcase, the second one didn’t came. So, I filed a complaint with Portway and they told me that my luggage was in Athens and it was supposed to arrive at night by Tap airlines. Then, at night I went to Lisbon, but they told me that my luggage didn’t arrive because it was in Brussels. So, only the next day at night they brought my luggage lost at home.
I was very disappointed to Aegean services because of this inconvenience. I had personal stuff in the luggage that I needed on the same day, but I only could receive it the next day and had to spend money to buy some things.
I hope that the company would pay more attention to the luggage from the connection flights to avoid these kind of hassles.
Sotos Hadjichristofi
5.0
We would like to inform you that on our arrival of flight A3908 on 29 Nov 2015 at Larnaca Airport from Arhens our luggages were heavily doused. We received them and our clothes were wet and some of them were destroyed. We are looking forward for your reply.
Constantinos
5.0
The quality of the food served on your flights are generally good. That is why I was shocked with the inferior quality food served on flight 773 from London to Larnaka on the 26/11/16. Not only was the food inedible (as confirmed by the vast majority of passengers), but it also made me ill, sending me twice to vomit in the WC!! Please check it out and make amends!
( To be fair I must congratulate you on the food served on the 772 flight to Larnaka to London on the 22/11/16).
Kate Rodensmith
5.0
My husband and I flew Bari to Athens 9 September 2016. Both tickets purchased with luggage included. The check in man said my ticket had no luggage allowance, and wouldn’t let me check in unless I purchased luggage for 40 euro. Had to then wait at the counter for 20 minutes to do this.
At Athens the lady at the counter said I was incorrectly charged, but had to submit my claim online with scanned documents and I would be refunded. I did so on our return home 26 September, and again 7 November, both acknowledged promptly with a Number.
That is the last I have heard, no refund, no more communication.
Very unhappy indeed!
Gisela tzeiman
5.0
I took a flight from mykonos to tel aviv (stopped at athens) and my checked baggage never arrive to tel.
It has been 20 DAYS!! now; I have spoken to Aegean Airlines Customer Relations Department and also Laufer Aviation GHI Baggage Services numerous times since my arrival and there is absolutely no information for me as to the whereabouts of my luggage. It is unacceptable!! Definitely The worst airline!
Francesca Sweeney
5.0
Last year, 2015, on December 1st, I travelled from Athens to Heraklion on flight A3300. That flight was delayed; all the passengers ended up being transferred to another plane. As a result, we were all given a free domestic flight coupon to use within a year from that date.
My husband has been trying to retrieve that flight, but with little success. I need to fly to Athens on 28th October, 2016, and the only times that suit me are flights A3319 and A3315. Nowhere, I repeat, nowhere on the paper you gave me does it state that I cannot fly on a flight of my choice, except for the usual high-season times like Christmas and Easter etc.
I have checked, and there are seats available on the two flights I need to travel on (aforementioned). The one that the operator suggested to my husband when he called will get me to Athens too late for my ongoing flight to Dublin, which departs at 21:30.
I am hopeful, since I have experienced the professionalism of your company, that this situation will be resolved very soon.
Genevieve
1.0
I booked a flight with Aegean months ago. I paid full price for the ticket which was for my son. It was an Athens to Paris flight, from there he had connecting flights to get him home to Australia. He was the first person at the check in desk and was told his ticket was a stand by ticket. I’m sure if that was me standing there (a proper grown up, rather than a young guy travelling home by himself) they would not have tried to bump me because they have overbooked their flights! When he messaged me and I called Aegean they have no way of contacting the staff at the gate. He was also the first person waiting at the gate. He did eventually get on the flight, but it will be interesting to see if his bags arrive in Paris, the staff were unsure about them. I paid extra for his luggage. Also months ago. We will never book through them again. Their staff are unbelievably rude. They are unreliable, and they really don’t care what effect their money grabbing overbooking has on their passengers! Oh, and they do have an office at the airport, but while a plane is being loaded nobody answers the phones, they work at the gates. So while my son was panicking at the gates with his fully paid ticket that was being bumped there was no one I could contact. No excuses for terrible service. I rang your main line twice, the airport help desk put me through to your airport office, and I rang your office at the airport 3 times. Never again!
Ingrid Aujard
5.0
I am absolutely appalled at your service and inability to perform simple tasks. I paid 105 euros for luggage to be checked in with the premise it would be delivered, however, its lost. I expect a refund of that entire 105 euros because you have ruined my trip, i have had to cancel and book many things because of your disgraceful ability to deliver my luggage.
Ali
5.0
This is my first flight with aegean airlines. Unfortunately when I changed the flight on Athens my baggage is not transferred and eventually I could not receive it in Venice airport. Now after 3 days they don’t trace it and they don’t give me any information. It’s terrible.
Nina
5.0
Extremely ARROGANT and embarrassingly DISCRIMINATING flight attendants. We flew from London to Crete on August the 14th and from Crete to Munick on September the 2nd. During BOTHflights the flight attendants deliberately missed my husband EACH TIME (he is of a mixed background) when they served food, drinks and collected rubbish. Several times OTHER passengers had to point that out, saying that they miss a customer as well as my husband himself said when the flight attendant didn’t offer him only a drink: “can I have water, please, if YOU DONT MIND”, and she replied: “I don’t mind”. Pure RACISM from young women, full of attitude, I’ve never faced such unprofessional behaviours.
Jan Kudlicka
1.0
We had a flight from Milano to Tehran and at the check point they told us that the flight is overbooked. So they proposed us to fly with Lufthansa and a 250 Euros voucher. To get the voucher they asked us to send an email to the company. Now it has been more than 3 weeks (the flight was the 8th of August) and still no response from Aegean nor any compensation to our account. Very disappointed with the slow service!
Linda Kiousi
5.0
I travelled to London Heathrow on 27th July with your flight A3602 I had requested a diabetic meal which comprised chicken, broccoli and french beans, a green salad and blood orange and kiwi dessert. It was tasty and the salad was fresh, but I didn’t eat the fruit as I don’t like it.
On my return flight A3603 yesterday 31st August I was served exactly the same meal but the chicken was dry, the vegetables overcooked, the salad was brown and inedible and, if I had eaten it, there was no salad dressing provided. The fruit was the same but I did taste the blood orange and it was too bitter to eat. It was a disappointment after having enjoyed the meal from Athens.
JC Anglin
5.0
May 26, 2016, we flew from Houston to Chios. Greece, for a baptism ceremony of a friend couple for their daughter, who has big family there. When we arrived both of my baggages didn’t come with the flight. I reported and my file was created. The next day my small duffle bag came but not the big one which I packed my clothes and most of my stuff in. My trip got ruin pretty bad, having to deal with airport, shopping and friend group’s schedule.
I’m in my travel suit most of the trip, because they are the only clothes that fit.
I came back to Houston completed the Form with letter and emailed to the Lost &Found Dept. four times and to Customer Relations three times, I got two auto reply mail responses from Customer Relations. By phone, I tried the USA contact number, I called few times and was put on hold 4 hrs. , 2 hrs. and 50 mins. each times No Answers anytimes. I haven got to talk to any body. I feel more than disappointed, I’m sad no one at Aegean Air are aware of what happened to me, or they just ignore my request.
Markou
2.0
We are two passengers who departed on flight 802, August 16 835 a.m. Athens to Munich – Munich to IAD Washington Dulles flight 107
CONFIRMATION RESERVATION PWL7J0. Upon my arrival in Greece I called Aegean and United to inquire about rates for additional luggage so I can prepare.
I was told by Aegean to call United and United asked me to call Aegean. I went back and forth many times from Athens to the US. At one point I was told $75 per luggage. When I arrived at the counter my luggage was taken without any notice or responses to my questions. I was given a bill for 400 euros for two pieces of luggage. What was done to me was totally UNETHICAL. Your administration did this INTENTIONALLY.
Joelle
2.0
Today i was flying from Warsaw airport coming to Athens and then from Athens to Beirut. The rudest check-in officer assisted me after which we had waited in the line for 10-15 minutes to finally be informed that the gate has to be changed. We had to change the check-in to gates number 133 to 135 instead of 208 and when it was time to check our luggage in we were informed by the supervisor that all luggages are to be checked in free of charge as the flight is fully booked. We proceeded doing that only to be greeted by the rudest check-in agent who was complaining we are checking in our luggage and that we are not paying for it. When i asked him if i should take the luggage back in case there is a problem, he replies that it’s a long day and he’s had to put up with our…. All day long and he refused to give me his name saying it was not my business hiding his name tag in his shirt pocket. If we are to pay for our luggage just tell us, no need to make us insulted in front of over 30 passengers in addition to the airline and airport employees. If he’d said you are not allowed to check in 2 baggages and you have to pay for the second one i would have; it’s better anyway than the embarrassment he caused me and the manner he was talking to me.
My sister and I are traveling for the first time on board the Aegean airlines and we were just chatting with other flyers how the flight and the service were really good, it’s a shame to have to go through such an experience and have a change of mind that could lead to not using the airlines again because of an ignorant employee.
Stella
5.0
After arriving in London, for an emergency visit to see my mother who was unwell ,we stayed 10 days and nursed her.
On the 19th of July, i booked tickets for my daughter and myself, from Gatwick to Larnaca to return home and back to work for the 20th.
On receiving the email with the confirmation, i was in shock and had a panic attack as i saw the date said 6th of August!
What went wrong?, there must have been some kind of error.
There is no way i would have booked for the 6th,and no way for the month of August as we had to return to work on the 20th of July.
All day Saturday and Sunday i was calling, but unfortunately the response was very negative.
I had no choice but to book other tickets with another airline to return back to Larnaca.
Through exchanging emails,i feel as if i am going round and round in circles for these tickets and getting nowhere.
Carol
5.0
Trying to add baggage to our flight details was a 30 minute ordeal as I went around and around unable to work out how to add Baggage. In the end I checked in and when completing this was reminded that 40% could be saved if you booked baggage ahead of time. Obviously I clicked link and was advised to cancel check in to add baggage. My husband was very reluctant to do this fearing we may have problems getting our seats back. We are now in the position of having to pay the maximum baggage costs although 30 minutes was spent trying to do this ahead Of time. I am extremely unhappy with the experience.
Spyros
5.0
The new Aegean Airlines website needs to be developed better since it presents multiple issues (errors when making changes to reservations, pdf files that do not open, difficulties in doing new searches). It is U N A C C E P T A B L E that Aegean charges a 20€ fee when customers seek for telephone assistance because of these problems, especially when we talk about gold and silver members of its loyalty program. What a shame! It’s like trying to make money on the back of your best clients! From now on we will definitely fly with other airlines.
Evanthia Balla
5.0
I am really disappointed with the customer service of Aegean Airlines. Whenever I ask for assistance or any information related to my flight I receive the same answer: that I have to obtain the information on-line; even when the information I need is not available on-line.
I will just refer the last interaction I had with the Aegean staff in Athens:
My daughter (10 years old) and my mother (80 years old) will flight from Lisbon to Athens. I called Aegean asking some information over how I can guarantee that they stay next to each other at the plain, as in their last trip that was not possible and it created lots of anxiety and panic to both, due to their sensitive ages. The answer was that Aegean cannot do anything about that and that I have to try to do the check-in on line. Of course I will do the check-in on line as early as possible but I hoped a more sympathetic response and at least some customer sensitivity over the matter, as is Aegean’s obligation to serve its customers in the best way possible and with a special care over children and older people. But, obviously, that is not a priority for Aegean!
Alemo Abera
1.0
My girlfriend and I decided to take a vacation to santorini in Greece,we chose to take Aegean flight on the 20 of May.
The flight from Israel to Santorini was on time.
On the 24 of May we had a flight at 20:55, whe had a great first vacation and were happy to return home.
As we arrived to the airport around 18:30 and waited and waited while we were waiting they started to abort flight due to the weather they said, while the other flight company was successful with their flights.
When it was time for our flight it got delayed with all of the flight from noon till midnight which created chaos in the small airport at Santorini.
From the moment we got delayed there was no help, no information or any where to sit, we didn’t get anything to eat nor updates about the flight.
We were angry because we had a connection to Israel from Athens and we were going to miss it.
At 23:00 we were told that our flight was canceled, so we lost our connection to Israel.
We talked with the staff to know what to do but it was already late..we were waiting since 18:30 and the time was already 23:30.
We got another connection and a new flight from santorini at 00:10 .
They have lost our bags and still no new information about it.
I am very angry about all this and will never fly again with this company. It was a disaster for us and we lost another day of our vacation in an inconvenient airport with so much chaos and inefficient Aegean staff.
Sandra Selimovic
1.0
We were on a flight yesterday from Athens to Heraklion, Crete. We checked both of our suitcases together and that was the last time I’d see mine.
I waited like a moron for my suitcase to appear but without any success. When we reported it to list & found desk, the woman couldn’t be less helpful and literally couldn’t wait to get rid of us. She took my boarding ticket including the luggage tags. I luckily have a photo of these (not that I have any expectations that my luggage will appear). She gave me forms to fill out and told me it will take up to 5 days to get any response. Why do you have a tracking system in the first place then? I’m not going to be in Greece in 5 days. We’re on our honeymoon without any clothes apart from jeans and jumpers which were in the other suitcase. No underwear, no necessities and most importantly no personal belongings. Thank you for making our honeymoon so bloody fantastic right from the start. Absolutely appalling Aegean!
Carmen Lebron
I just checked this site as the same thing happened to me a few weeks ago. I’m sorry this happened to you. When I was in line in Santorini there was a couple in their honeymoon in the same situation. I travel monthly everywhere and this is the first time ever that this happened to me. Of course I’m very disappointed at Aegean. I think next time in Greece I’ll do the ferry to Santorini.
Stavros
5.0
Why doesn’t anyone at the list bags office answer the phone?
I’m so frustrated that no can assist with a lost bag. So many bags had go missing from one flight yesterday from the flight from Amsterdam. They were quick to blame all other cities on their end but let me tell you, the issue is with Athens airport.
Carmen
1.0
Aegean Airlines lost my luggage for a simple flight from Athens to Santorini on June 8th, 2016. From that point on, I’ve called and emailed many times requesting an update on the status of the lost luggage. Further, I personally went to both JTR and ATH and visually inspected all of the lost bags at the terminal to validate that mine was not one of them. All I’ve gotten from my attempts is a maze of telephone numbers and websites that I continue contacting without any response. I only used the airline thinking it must have credentials as a Star Alliance member. But customer appreciation seem to be non-existent. Very frustrating dealing with someone now on the other side of the world, as we are now back in California.
Dr Michael
1.0
I booked a flight with Aegean whom I respect for their services. I then booked a hotel with Aegean and then I was unknowingly transferred to booking.com which I never use. However, I contacted the hotel Aegean said I was now booked now and they have never responded for the past 2 months. I did contact them on several occasions. I thought the booking was a scam as at NO time was I told by Aegean Airlines who took my money that I was transferred to booking.com.
When I emailed the hotel they did not answer so I am concerned that the whole process has been a scam.
Georgios Strati
5.0
My complaint is with regards to my trip on 20th May 2016. On arrival to Larnaca airport I waited over 1 hour for my luggage which never appeared. No one was able to answer my queries resulting in such a long wait. The luggage was returned on the Sunday 22nd in the afternoon but there was damage to my property.
1) I had some glasses properly packed in the case which were opened but not re-packed carefully and were then smashed by the time I received my case.
2) Other parcels were opened and not re-packed carefully. The contents of these boxes has spilled and fallen all over the case. I don’t expect them to be repacked as I did but I do expect them to be re-done to an acceptable standard to prevent damage.
3) I had medication in the case. Although I took precautions and carried some extra on my person the rest of the medication was in the case and had it been delayed any longer I would have had cause for health concerns.
4) The long journey and the aggravation of the further waiting to both me and my wife who was waiting to collect me was unacceptable at 3am in the morning.
As a regular and frequent flyer with Aegean I am very disappointed with this service.
Nick
5.0
One word to describe them
USELESS. Having been delayed for over 2 hours, the customer service is very poor. We were made to place our personal belongings which was clearly my allowed 8kg hand lagguage under the plane. Never again i will book any ticket with this airline and will tell to all friends and family NOT to fly with Aegean.
Aneliya
5.0
Please see the rsvn number 6Q4WE6 /amadeus with travel from Beirut to Sofia via Athens on 05.06.16.with return on 24.06.16. I am the issuer of these tickets.Tks number 390-1740979061,2,3 and emd for baggage 390-2810300098,099,100 issd on 20.05.16.
Your representative Mr Uhbe at Beirut refused boarding. The pax are Syrian citizens and have bulgarian visas .They asked several times to the embassy if they need transit visa if they travel with your airline. Several times the answer was that they dont need transit visas,because that is the law.If you call now to the embassy the answer will be the same.Your representative said to the clients to go to the agency for refund.After this refusal they go to the hotel and then traveled with Turkish Airlines.Now the passengers are in Bulgaria and we are trying for full refund of the tickets and refund of EMDs for baggage due to this situation.
Pavan Singh
5.0
My complaint is with regards to excess luggage charged during our flight from Thira Island – Athens on 6th June 2016.
Ref e-ticket: 1692211925079 & 78 me and my wife were returning from our honeymoon in Greece. The ticket mentions no charges for luggage weighing 23kgs per ticket. We had similar restrictions on our ticket from India with Qatar airways and weight restriction being 30 kgs per ticket. As frequent flyers it only makes sense to carry one bag rather than carrying multiple bags which is a normal practice. Airlines in this part of the world charge if the weight is beyond the combined weight allocated on each ticket. We had a main luggage bag weighing 28 kgs which was well below the weight allowed on the tickets put together and we were levied with no baggage charges by Qatar airlines into or outside Athens.
We were shocked when we were told we will have to pay 35 euros extra for the 5 kgs excess luggage on us. How can we have excess luggage when the allotted weight is 46 kgs and our bag weighed 28?
We were taken back by the process that was followed by the rep on the counter. If she would have told us about excess weight before the bag went into the scanner we could have moved some stuff to the cabin luggage which weighed only a kg or two. The bag was on the conveyor belt all this while in front of us and her but she didnt mention anything about the weight. We were told about the charges after i had given away my bag for scanning and security. There was no way to retrieve the bag and the only option with us was to pay the excess weight fees.
This was definitely our first flight with Aegean but definitely not our first flight. We were told that its a policy followed by Aegean and the airlines does not consider combined weights. Now here’s what we feel as your first time consumers:
1) Not considering combined weights suggests that the airlines wants multiple baggage’s which i always thought is a deterrent for airlines.
2) The way we were not told till the end about the situation makes us feel that the excess luggage policy is not to control the weight that fliers carry its more of a revenue generating model.
3) I am sure Aegean is a credible brand in the region but we fail to understand discrepancy in policies of Qatar which is on the most reputed brands globally.
4) Lastly, terms and policies should be readily available on the eticket which was not the case in our tickets.
My name is Eman Ghallab and I flew on a connecting flight on the 12th May 2018 at 22:15 from UK to Athens then from Athens to Alexandria on Aegean airline. I had a really terrible experience with the staff at the gate when they were weighing my hand luggage before boarding. The way they treated me in front of all the passengers was so humiliating. I have travelled with so many airlines but I have never seen such unprofessional and rude staff.
After checking in and dropping my 23 kg suitcase, I went to the announced gate with my hand luggage and my personal laptop (in a back bag). When the staff at gate checked the weight of my hand luggage, they found it more than 8 kg. They asked me to pay money for the extra weight, but I told them I would get rid of some of my clothes because I didn’t have enough money on me. Clearly, they seemed not happy about my decision of getting rid of my stuff instead of paying. This was apparent when they angrily asked me to weigh my back bag as well, as for them it looked big. I told them that the back bag had only my laptop and its cables and my wallet. But they kept shouting at me in front of all passengers and kept saying this bag couldn’t be only for a laptop. So I had to open my bag to show them it was only the laptop in front of all the passengers as if I was a liar. So humiliating. I have an old style laptop that weighs few kilograms. To my knowledge, no companies, including Aegean, has a specific requirements or dimensions of the laptop that a passenger can travel with.
I threw some of my clothes from my hand luggage until I made 8 kg. I also threw the laptop bag because for them it seemed big. I respected the company policy. But my problem was not that they were strict with applying the company rules and policies regarding luggage rather it was the way they did that. They were very loud and sarcastic and taking things personal. The way they were threatening me in front of everyone at the gate that that they wouldn’t allow me to board was disgusting. They were laughing at me and saying to each other “let her throw whatever she wants, the plain is not gonna wait for her”. Although I got the weight of my hand luggage to be 8 kg, they still didn’t allow me to board because my laptop was big. I said to them “I can’t throw my laptop”. I felt really embarrassed and my tears were welling up. So I asked them to speak to their team leader or manager as I couldn’t really have a sensible conversation with them. One of them said in angrily voice “I’m the team leader and no one would speak to you”. She was lying because she claimed earlier that she spoke to her manager about me. When I insisted to speak to their manager, she called the security of the airport for me as if I was a criminal. This action was totally uncalled for. I’m a respected university professor not a criminal. When the security guy attended, I showed him my bags and weighed them in front of him, he said “where is the problem then? I don’t understand”. He was actually shocked that that was the reason they asked him to come for. The security guy asked them to allow me to board as he saw there was no problem with my luggage.
As a result of all the humiliation that I experienced and the stress I went through because of what happened with the staff at gate, I started to feel sever pain in my head and I felt really unwell as soon as I got into the plane. After the plane took off, I told one of the air hostesses that I didn’t feel well and asked if they had anything for the pain I had in my head. They couldn’t actually help but they made an announcement asking if there was a doctor among the passengers. Luckily there was one but he couldn’t help either because he didn’t have any medication on him. I had some paracetamol in my bag and I took two tablets then another two but they didn’t help either. The pain was so sever and I suffered for 5 hours until the plane had landed. I got off the plane and walked with my luggage to the nearest reception, feeling dizzy, nauseous and was barely able to open my eyes. I asked the receptionist if a doctor in the airport could see me as I was very ill. He was actually very responsive and called his manager who then asked for medical help. The ambulance arrived in five minutes and they took me straightaway to the clinic as I was in a miserable condition. The doctors then checked my vital signs and assessed my pain. They said that this kind of pain often results from stress and anxiety. So they decided to give me injection to end that sever pain. They gave a very strong sedative and anxiolytic (diazepam) and pain killer (Voltaren). Then asked me to relax for some time. Then I had to rush to catch my connecting flight to Cairo.
No human being on earth deserves to be humiliated like this. What did I do to be treated like this and experience all that stress because of unprofessional and mean. I was travelling alone and no one was with me to offer me support. It’s been more than a week now and I still can’t get over what happened to me. I expect you treat this complaint as an urgent matter and I look forward to hearing from you soon.
I took a flight to Amman with Aegean at 23.50 on 6th May 2018. While waiting to catch my flight at the departure gate A03 I faced a racist episode shown by the company employee who said she was the supervisor and did not want to identify. Her main concern was that I dont have a Visa and she was about 4th person to look at my passport and was quite convinced that others have not done their job. All of sudden in that discussion she started yelling at me what is so funny why are you smiling? To me it came a very supremacist attitude I was trying to be as much supportive as possible but this last really killed it all. I asked her what is the problem and why I am being singled out and she just yelled that you dont have a Visa. I had already explained to the Aegean staff at the gate that usual practice for my case is that I get Visa on arrival and I showed one example to the employee who asked me for passport earlier at the gate. To me it came really strange that I am being asked to explained the same thing again while at the same gate and with this attitude as if I am a criminal and left saying that I will deal with you at the counter. I just wanted to the remind this racist lady that I paid for my ticket and deserved to be treated with respect like any other customer but instead I requested to see her supervisor to complain about this aggression and disrespect. She gave me a flat answer that she was herself the supervisor and there is no one else that I can talk to. Then after some one another gentle man appeared claiming to be her supervisor and he went through all my documents again and did not find an issue and instead of apologising for all this bad behaviour racist bimbo he kept on defending her. When I protested again at the lady’s racist behaviour he went on to threat me that I will not be flying with Aegean anymore. My question to Aegean is this what this organisation has come to be? Is this the customer service training your staff gets?
Hi there,
I went to book a flight through skyscanner and selected the flight A3611 flying at 12:15pm on 15 July. I was then given the option of the Aegean website and was quoted £254. When I was re-directed to the Aegean website the flight was changed to flight A3615, flying out at 8:45pm, however I did not select this flight option at all. I went to fill out the passenger details and once I had done this I could not review the flight time, the only details about the flight that were displayed showed the date of the flight, but not the flight time.
I proceeded to pay thinking that I had booked the flight A3611, which was the only flight option I had selected. I then got an email confirmation saying that the flight for A3615 had been booked. My tour in Greece starts at 7pm so the second flight is not an option. I called customer service straight away and had to pay £158 additional to change the flight, which is a lot more than the original flight price quoted. I asked for a refund but this was not allowed.
I am a frequent flyer. I have booked a number of flights through a number of airlines and have never had to deal with something like this. It was very deceiving and when I spoke to the customer service representative, she was rude and unhelpful. I am really disappointed with the process involved in booking the flight which was deceitful and the customer service I received after.
I would still like to get my money back for the additional charge I had to pay for the A3611 flight.
Regards,
Karmin
My complaint is with regards to extra charge seat due to the so called “new policy” provisions. Initially, Aegean offered me the 4E and when I changed to 4D and finally to 3D seat I have realized that I had to pay extra money. Taking seriously into account that the flights of Aegean from Larnaca to Athens are extremely high (in addition to minimum quality of services offered by the carrier), the extra charge (particularly for a seat next to the one that the carrier picked for me) has a redolence,yet apparent element of customer exploitation. As a Miles&Bonus gold cardholder, I consider this new “policy” initiative as the epitome of customer exploitation.
I booked three seats for a flight from Brussels to Athens, for me and my two children. Today I want to check in for our flight on Sunday and see that we have been allocated seats in row 6, 14 and 23. Should we want to sit together we need to pay 3 times 16 Euro. Complete scam as far as I am concerned. Can’t imagine you make any customer happy with this type of hidden costs.
Dear sir
I am writting this complain because Aegean lately has taken a different path than the one that allow to enter in star alliance group.
I am Gold member and this year I have realized that you have started a new system with pre-booked seats . That means extra cost for all.
In addition with this action ALL Gold members (and I know a lot ) almost lose the service and previlage of booking any seat 2 days before.
Not only that but also when the flight is in combination with other airflight company (LH i. e. Hannover -Munich -Athens) and the ticket is issued by LH again the same problem appears.
In that last case even I tried to pay the difference but again your service was not existing (Hannover).
In short , you did a change to get more money but since you decide that then the service to your regular customers should be absolute 100% better than before.
We flight for business not fan and we expect the same respect to customers like me-us that assist Aegean to reach that level world wide.
I kindly and highly recomment to exclude from the new pre booking system the Gold members.
Have in mind that your “face” as company has already dropped not only for the above but also the food etc. But this is different complain.
18th October , 8:49, Berlin Tegel Airport. I received the worst service and attitude at the check in desk. The lady taking my suitcase refused to let me lock it while it was on the conveyer belt even though I offered to do it myself and could reach it with my hands. The problem was the attitude not the fact that I couldn’t lock it. Either way this is not correct customer service. I began to cry from this rude response and when I asked for the assistants name she responded that if i got her name I would make a complaint so she told me she did not want to give her name. Then for my second suitcase with was 18kg overweight I was sent to the other side of the airport to pay 35 euros because I was paying in cash. When I got back I was told the check in was for another airport and I can’t check in yet. So where did my suitcase get sent to? I could not approach the desk again in fear of being threatened by the assistant. Really don’t know what to say. Never have I been spoken to like this. Please respond and let me know how you deal with these type of situations. Thank you
I travelled with my wife from Cairo to Athens and from Athens to Tirana and they lost one of my bags on the flight number A3846 and this was in the date of 12 August 2017 and I have reported in the airport and tried to contact Aegean airlines no one answered. I emailed them no one answered and the end they answered to take from the details of my bag and till today which 2 October 2017 no one is answering me although i am sending them everyday emails I retured back from my vacation back to Cairo and no answers till now and I have reserved with them the going and the return which means i took 4 tickets from them that costed $1200 and they lost my bag and no one is carrying or showing any responsibilities to me and now i am going on for an open court becuase what was in my bag costed € 2000 and i am not ready to waste my time with them anymore
Am a Gold Member and tried to upgrade my flight since weeks. Also at the sales counter/ gate at the airport. Denied!
Even though there are 3 free seats in the business class available.
Why do we get upgrade vouchers then???
Flight ex Athens to Hamburg
Date: 22. Sep 2017
Time: 9:00
Hello,
I’m a Greek American & live in the states, I travel often & I’m quite capable of booking on line with no problems. I booked a flight form Kos to Athens for Sept. 19th thru Olympic thinking 6:35 means PM (evening) since we’re not used to military time.
After trying several times to check in one day prior to departure and NO email or SMS from Aegean , my husband I decided to go to the airport to organize a check in for that evening 6.35pm.
When we arrived to the Aegean/Olympic desk we were told our flight was 6.35 am and NOT 6.35pm and in order to leave Kos we would have to pay an extra 153€ each, not any consideration or some kind of a discount for an excused mistake & the luck of any reminder notification form your airline, even though you have my e-mail address & cell #.
The young lady told be it was my fault I lost our flight as 6.35 means morning and 18.35 means night!!!!! I told her that I did NOT receive ANY notifications from Olympic for our flight Kos – Athens !!!
She said well, that’s not our problem, we can’t notify every person, now you learn for next time. Every Airline I know will send multiple confirmations & reminders to check in.
I will try my very best not to fly with your airline in the near future.
I have lost 2 bags on different flight in same week. It was on 10/08/2017 And 17 /08/2017. The 2nd bag is back while the other one till now didnt
Your customer service over the phone not answering!!!!!!!
I sent millions of emails and just automated mails reply!!!!!!
You put my tracing luggage number on the system wrong and till now didnt correct.. as apparently you are not reading my mails!!
It’s been almost a month with no reply or compensation from your behalf
Good afternoon my name is Helen Natsioulas and I am a Greek Australian. I travel every year to Greece in summer and have travelled to many many countries and am quite a capable of doing all my bookings on line and have for years!!!!!
Last week I travelled to Chania Greece . I had booked my trip as a package from Australia on line. The package consisted of two tickets Athens – Chania, Chania -Athens, two nights accomodation, a rental car and car park at Athens airport.
I did get an email from Aegean prior to my flight from Athens and was able to check in on line.
On our return though after trying several times to check in one day prior to departure and NO email or SMS from Aegean , my husband I decided to go to the airport to organise a check in for that evening 6.00pm.
When we arrived to the Aegean desk we were told our flight was 6.00am and NOT 6.00pm and in order to leave Chania we would have to pay an extra 170€each and we could only leave at 11.00pm
The young lady told be it was my fault I lost our flight as 6.00 means morning and 18.00 means night!!!!! I speak fluent Greek and explained that I tried to check in a number of times the day before but the site wouldn’t allow me to check in and when I rang the phone number that was displayed there was NO answer!!!!!
I also told the young lady that I did NOT receive ANY notifications from Aegean for our flight Chania – Athens !!!
She said well, that’s not our problem!!!!!
So after the rude response from Aegean my husband and I went to Ryan Airlines we paid 360€ for two return tickets to Athens and flew out at 9.00pm.
Oh yes before I forget just in case I’m totally insane I have checked our return tickets to Australia and it clearly states we are leaving 2.40pm NOT 14.40!!!!!!
This trip to Chania was amazingly expensive because we paid an extra 360€ extra for the car and extra for the car park!!!!!
I’ll be very interested to see what Aegean has to say in this. I will accept that I shouldn’t have assumed 6.00 was afternoon but why no notification of flight, why check in not allowed the day before and why no one answered the calls the day before?????
Was this a systematic way for Aegean to make more money!
Very very disappointed
Thank you
Aegean airlines.Worst airline service ever. And terrible customer service. My flight A3615 on July 25th. I booked Online where it said for A3 airplanes it was free to check in one piece of luggage per passenger. however at the airport they charged 60 euros per person. When we asked why we had to pay we were met with the worst attitudes. Lady claiming to be the Supervisor refused to give her name. Some lack of professionalism for a supervisor.One person only saying she goes by the name Natasha. No one could explain why or give information for customer service/assistance. Very disappointed. Never flying again.
More than disappointed. I flew from tirana- athena -alexandria (egypt) and in the final destination i had to find out my luggage didnt come. Till now, 6 days already gone and my luggage hasnt come. Im travelling back home after tomorrow and had to spend on shopping.. instead of that, had to spend on international calls on calling the airline in athens.. Im really exhausted trying to interact with customer support. At least respond to email guys.
Olympic air cancelled the above flight around 10:00am on July 5. Olympic air then put us on the ferry to Athens. Despite knowing that we would arrive late for our connecting flights (Turkish Airlines 1850, 3:35 pm to Istanbul and Turkish airlines 11, 6:10 pm to JFK) we were told to go by ferry to Athens at Olympics expense. They offered no other alternatives despite another flight from Milos was also leaving that morning and arrived in plenty of time for my husband and I to make our connecting flights! Olympic air also should have cancelled the flight earlier that day or the day before if they thought they could not have flown safely. Then we could have made earlier alternative plans so we wouldn’t have missed the above connecting flights. Due to Olympic air cancellation resulting in our missing our flights, we incurred an additional charge of €832.36 to purchase another flight to JFK. (Ticket numbers 2352316392661 and 2352316392660). I expect Olympic air to reimburse us for €832.36 since it was their fault we missed our connecting flights and therefore incurred this expense. Thank you
Dear Customer Service ,
I buy ticket with booking number : YABFSS from Sofia to Kos on 29.06.2017 .
With flight : A3-1151 аt 19:35 h – Sofia to Athens and Athens to Kos at 21:35 h. with flight A3-7228 .On 29.06.2017 when i went to check on the airport at 17;30 i understand that the flight is cancel and we will departure earlier at 22:30h ( but we really departure at 23;30h ) . From the check desk send us to the Bulgaria air desk to make new reservation , because of which i loose my connection to Kos and i stay 5 hours on the airport and i loose my reservation in my hotel . Please give me the compensation that i deserve for the cost trouble that you made . My ticket cost is 377 euro so i can travel without waiting on the Athens airport .My hotel in Kos cost 100 euro at night so i lost this money as well . My stay at the Athens airport i do not how much does it cost ….. Non the less that the flight was cancel also i have very bad experience with your team on the airport – very un polite . We were lied as well that somebody from your team will be waiting for us at the Athens airport so he can take as to a hotel but this also does not happen .I can send you all of my reservation and boarding pass if you want to be sure in my words .
Waiting for your answer .
To whom it may concern,
I would like to report a complaint about my luggage received here upon arrival in Manila. The luggage that i received was not mine but the attached Tag was correct. As you can see on the attached pictures, i received a small luggage of 11 kilos instead of 29.5 kilos.
My luggage was dark blue yet i received was violet.
Upon boarding on Athens, one of your Qatar Airways crew called out my attention and said that my luggage was only 11 kilos. I asked why is it different from the 1st check-in and she said it was a typographical error. We relied on what your crew said until i discovered that the luggage was not mine.
On June 8, 2017, I was told by Arifivera, the supervisor working at the ticket counter, I would have to pay for my checked bag. I work for Delta Air Lines as a flight attendant and was told on my flight from Athens to Santorini that they would check all three of my bags as a courtesy. Now why is it that on the return they would not allow me to check any of them without having to pay for them. We are always told consistency is key and this is definitely not consistent.
We did not have a good experience with Aegean Airlines as we traveled from Tirana – Albania to Athens – Greece then from there to a transfer flight from Athens to Dublin. There was four of us traveling with 2 large luggage and one hand luggage. When we got to Dublin Airport at 22:24 on Wednesday 14 of June. the luggage belt started and luggage started to come on the belt. One of our large luggage arrive but one did not. We then went to the lady at the desk and she had no information of were our luggage was lost. She proceeded to give us a reference number and told us to call Swissport Baggage the next morning. We did call the next morning and spent over one hour trying to get through on the phone. When they eventually answered we were told there was no such way as to trace the luggage as they did not have that sort of system. We called back again Friday and was told that our luggage was found in Athens and was transferred to London as there was more flights there and would be then transferred to Dublin. We then called again on Saturday morning to be told by a man named SYLVESTER a team leader in Dublin Airport for Aegean Airlines that there was no such thing as our luggage and that we were nothing but a shower of FUCKERS and told us to FUCK OFF we tried to explain to him that we told on Friday our luggage was in London been transferred to Dublin he kept on closing the phone on us telling us it was NOT his problem and to FUCK OFF. We did start to get annoyed as he was so rude and ignorant towards us and told us to and i quote “SHUT YOUR MOUTH”. We as customer do have a right to speak and know were our lost luggage is. We do not need to be abused as our understanding is that SYLVESTER is there to help us find our luggage and not be so abusive towards us as customers. It is almost 6 days since our luggage has not come and my family return to Albania on Wednesday morning without there luggage and we have spent almost 500 euro on clothes and belonging for them.
I will never in my life fly again with Aegean Airlines and we have began to take take it further regarding your Staff member SLYVESTER a team leader repesenting Aegean Airlines.
I was assaulted by a check in desk employee who snatched my phone and banged my arm in an attempt to snatch my bag out of my hand as well. These actions were entirely supported by his supervisors and unfortunately by Aegean Airlines Corporate staff as well as Star Alliance. I have been in contact with all of them. Unfortunately, I will have to seek legal action considering I told them simply I would like an apology and retraining their employees on proper customer service and human decency, In which Aegean Airlines was uninterested.
I’m writing to complain about something that happened a few hours ago at Lyon Airport. My daughter went to visit a friend for 5 days and had a booked a flight for the 4.40 leaving Lyon for Athens. She got to the airport 2.5 hours earlier to check in and was told that she might not have a seat on the flight because she hadn’t checked in online. On the ticket information it says, if you WISH to check in earlier, visit our site (Εαν επιθυμείτε να κάνετε online check-in, παρακαλούμε επισκεφθείτε την ιστοσελίδα της αεροπορικής 24 ώρες πριν την αναχώρηση της πτήσης σας.)….so I would really like to know why this happened? It’s not your customer’s problem if you overbook your flights. u in advance.
Maria M
My recent experience with Aegean Airlines staff was so poor that I will never fly again with that airline! They don’t seem to care about their customers, their Customer Services department as well as the ground staff at the airport provide terrirble service and they are very rude!
If you are travelling with a ticket purchased by a family member or a partner, there is a big chance you will be asked to produce the credit card that was used during the ticket booking. This is what happened to me, and although there was no warning message displayed on the webiste during the booking process about that requirement Aegean Airlines Customer Services kept lying to my face. At the end we were forced to purchase a new ticket at a higher price so that we wouldnt miss the flight.
I managed to get the original ticket refunded, bu ti still raised a complaint. Three months later they responded to me saying that there was a warning message on the booking confrimation page. I guess three months is what their developers needed to implement a warning message on the page. However, i still have the original screenshots of the booking confirmation page that had NO message.
It’s appalling they treat customers so badly and they get away with it!
I am a passenger who used your service straight through from Barcelona to Corfu. I landed on Corfu on Monday 20th February 2017 to find that one of our suitcases had not arrived. Upon arrival the staff at the Corfu airport were helpful. However I am very disappointed in Aegean airlines themselves. I was assured I would receive updates on where my baggage was. In the suitcase there are valuable items that I would like returned to me as a matter of urgency, which I expressed from the outset and yet still I have no information as to where they might be or even any form of decent customer service has been shown to me . I was told to go home and wait. I went back to the airport in Corfu where a helpful member of staff told me that it seemed as though my bag was in Athens airport, only to discover this morning after checking the baggage tracking facility on the Aegean website that my bag was still being located. I feel very angry that I seem to have been lied to. Not only are there items of value to myself in the bag but also to my two small children, who can not understand where their belongings are. I have to say that after traveling with Aegean many times before and with no trouble I am very disappointed in the way they are dealing with this.
I’m a Gold Card member and I bought from London my ticket to fly from Athens to Larnaca with flight A3904 16 January at 13:30.
My complain is that while I checked in the flight through your web and book an exit seat as per your plan 12A and answer all relevant questions. When I enter I find it is not like it was suggested. The seats are just different from what you booked.
My issue is that I’m overweight and since the difference to Economy is no more than 3cm, it is the only area I can be comfortable. It’s beyond my understanding since you have all my details and I’m Gold member why you didn’t adjust my seat!
I was supposed to fly from Cairo to Athens and then from Athens to Heathrow Airport. I was supposed to have only one hour layover in Athens. I was travelling via Aegean Airlines.
The plane in Cairo took off an hour late and as a result, arrived to Athens an hour late. I was then shocked to know that the plane to London had already left, leaving me and other passengers behind with our luggage. I was then told by Aegean officials that i would have to wait till 7 pm for the next plane. I am now sitting in the airport, I had to cancel all of my plans in London because I was originally scheduled to arrive at 3:30 pm London time.
I still do not understand how a plane can leave the passengers behind taking into consideration that it was the airline’s fault to begin with that they left the airport in Cairo late! I was not compensated in any way, instead, I am sitting here, feeling extremely frustrated by this airline. Definitely not recommending this airline to anyone I know!
My luggage from the flight Jeddah to Athens A3947 on the 23 of December 2016 has been delayed or possibly lost. The lines of communication with the Goldair services are possibly down because it is Saturday and festivities, which mean my festivities will also be “down” since my belongings are somewhere. I was intending to file a formal complaint but Customer Service is also down because it is Saturday. Needless to say customer service doesn’t seem to be their strongest point.
I’m writing a complaint about the delay in receiving my luggage that came from Larnaca (Cyprus) to Lisbon (Portugal). I travelled in December 1st 2016 , flight A3 901, and did a stop in Athens. Then, I took the connection flight to Lisbon, flight A3 668. When I arrived Lisbon I only received 1 suitcase, the second one didn’t came. So, I filed a complaint with Portway and they told me that my luggage was in Athens and it was supposed to arrive at night by Tap airlines. Then, at night I went to Lisbon, but they told me that my luggage didn’t arrive because it was in Brussels. So, only the next day at night they brought my luggage lost at home.
I was very disappointed to Aegean services because of this inconvenience. I had personal stuff in the luggage that I needed on the same day, but I only could receive it the next day and had to spend money to buy some things.
I hope that the company would pay more attention to the luggage from the connection flights to avoid these kind of hassles.
We would like to inform you that on our arrival of flight A3908 on 29 Nov 2015 at Larnaca Airport from Arhens our luggages were heavily doused. We received them and our clothes were wet and some of them were destroyed. We are looking forward for your reply.
The quality of the food served on your flights are generally good. That is why I was shocked with the inferior quality food served on flight 773 from London to Larnaka on the 26/11/16. Not only was the food inedible (as confirmed by the vast majority of passengers), but it also made me ill, sending me twice to vomit in the WC!! Please check it out and make amends!
( To be fair I must congratulate you on the food served on the 772 flight to Larnaka to London on the 22/11/16).
My husband and I flew Bari to Athens 9 September 2016. Both tickets purchased with luggage included. The check in man said my ticket had no luggage allowance, and wouldn’t let me check in unless I purchased luggage for 40 euro. Had to then wait at the counter for 20 minutes to do this.
At Athens the lady at the counter said I was incorrectly charged, but had to submit my claim online with scanned documents and I would be refunded. I did so on our return home 26 September, and again 7 November, both acknowledged promptly with a Number.
That is the last I have heard, no refund, no more communication.
Very unhappy indeed!
I took a flight from mykonos to tel aviv (stopped at athens) and my checked baggage never arrive to tel.
It has been 20 DAYS!! now; I have spoken to Aegean Airlines Customer Relations Department and also Laufer Aviation GHI Baggage Services numerous times since my arrival and there is absolutely no information for me as to the whereabouts of my luggage. It is unacceptable!! Definitely The worst airline!
Last year, 2015, on December 1st, I travelled from Athens to Heraklion on flight A3300. That flight was delayed; all the passengers ended up being transferred to another plane. As a result, we were all given a free domestic flight coupon to use within a year from that date.
My husband has been trying to retrieve that flight, but with little success. I need to fly to Athens on 28th October, 2016, and the only times that suit me are flights A3319 and A3315. Nowhere, I repeat, nowhere on the paper you gave me does it state that I cannot fly on a flight of my choice, except for the usual high-season times like Christmas and Easter etc.
I have checked, and there are seats available on the two flights I need to travel on (aforementioned). The one that the operator suggested to my husband when he called will get me to Athens too late for my ongoing flight to Dublin, which departs at 21:30.
I am hopeful, since I have experienced the professionalism of your company, that this situation will be resolved very soon.
I booked a flight with Aegean months ago. I paid full price for the ticket which was for my son. It was an Athens to Paris flight, from there he had connecting flights to get him home to Australia. He was the first person at the check in desk and was told his ticket was a stand by ticket. I’m sure if that was me standing there (a proper grown up, rather than a young guy travelling home by himself) they would not have tried to bump me because they have overbooked their flights! When he messaged me and I called Aegean they have no way of contacting the staff at the gate. He was also the first person waiting at the gate. He did eventually get on the flight, but it will be interesting to see if his bags arrive in Paris, the staff were unsure about them. I paid extra for his luggage. Also months ago. We will never book through them again. Their staff are unbelievably rude. They are unreliable, and they really don’t care what effect their money grabbing overbooking has on their passengers! Oh, and they do have an office at the airport, but while a plane is being loaded nobody answers the phones, they work at the gates. So while my son was panicking at the gates with his fully paid ticket that was being bumped there was no one I could contact. No excuses for terrible service. I rang your main line twice, the airport help desk put me through to your airport office, and I rang your office at the airport 3 times. Never again!
I am absolutely appalled at your service and inability to perform simple tasks. I paid 105 euros for luggage to be checked in with the premise it would be delivered, however, its lost. I expect a refund of that entire 105 euros because you have ruined my trip, i have had to cancel and book many things because of your disgraceful ability to deliver my luggage.
This is my first flight with aegean airlines. Unfortunately when I changed the flight on Athens my baggage is not transferred and eventually I could not receive it in Venice airport. Now after 3 days they don’t trace it and they don’t give me any information. It’s terrible.
Extremely ARROGANT and embarrassingly DISCRIMINATING flight attendants. We flew from London to Crete on August the 14th and from Crete to Munick on September the 2nd. During BOTHflights the flight attendants deliberately missed my husband EACH TIME (he is of a mixed background) when they served food, drinks and collected rubbish. Several times OTHER passengers had to point that out, saying that they miss a customer as well as my husband himself said when the flight attendant didn’t offer him only a drink: “can I have water, please, if YOU DONT MIND”, and she replied: “I don’t mind”. Pure RACISM from young women, full of attitude, I’ve never faced such unprofessional behaviours.
We had a flight from Milano to Tehran and at the check point they told us that the flight is overbooked. So they proposed us to fly with Lufthansa and a 250 Euros voucher. To get the voucher they asked us to send an email to the company. Now it has been more than 3 weeks (the flight was the 8th of August) and still no response from Aegean nor any compensation to our account. Very disappointed with the slow service!
I travelled to London Heathrow on 27th July with your flight A3602 I had requested a diabetic meal which comprised chicken, broccoli and french beans, a green salad and blood orange and kiwi dessert. It was tasty and the salad was fresh, but I didn’t eat the fruit as I don’t like it.
On my return flight A3603 yesterday 31st August I was served exactly the same meal but the chicken was dry, the vegetables overcooked, the salad was brown and inedible and, if I had eaten it, there was no salad dressing provided. The fruit was the same but I did taste the blood orange and it was too bitter to eat. It was a disappointment after having enjoyed the meal from Athens.
May 26, 2016, we flew from Houston to Chios. Greece, for a baptism ceremony of a friend couple for their daughter, who has big family there. When we arrived both of my baggages didn’t come with the flight. I reported and my file was created. The next day my small duffle bag came but not the big one which I packed my clothes and most of my stuff in. My trip got ruin pretty bad, having to deal with airport, shopping and friend group’s schedule.
I’m in my travel suit most of the trip, because they are the only clothes that fit.
I came back to Houston completed the Form with letter and emailed to the Lost &Found Dept. four times and to Customer Relations three times, I got two auto reply mail responses from Customer Relations. By phone, I tried the USA contact number, I called few times and was put on hold 4 hrs. , 2 hrs. and 50 mins. each times No Answers anytimes. I haven got to talk to any body. I feel more than disappointed, I’m sad no one at Aegean Air are aware of what happened to me, or they just ignore my request.
We are two passengers who departed on flight 802, August 16 835 a.m. Athens to Munich – Munich to IAD Washington Dulles flight 107
CONFIRMATION RESERVATION PWL7J0. Upon my arrival in Greece I called Aegean and United to inquire about rates for additional luggage so I can prepare.
I was told by Aegean to call United and United asked me to call Aegean. I went back and forth many times from Athens to the US. At one point I was told $75 per luggage. When I arrived at the counter my luggage was taken without any notice or responses to my questions. I was given a bill for 400 euros for two pieces of luggage. What was done to me was totally UNETHICAL. Your administration did this INTENTIONALLY.
Today i was flying from Warsaw airport coming to Athens and then from Athens to Beirut. The rudest check-in officer assisted me after which we had waited in the line for 10-15 minutes to finally be informed that the gate has to be changed. We had to change the check-in to gates number 133 to 135 instead of 208 and when it was time to check our luggage in we were informed by the supervisor that all luggages are to be checked in free of charge as the flight is fully booked. We proceeded doing that only to be greeted by the rudest check-in agent who was complaining we are checking in our luggage and that we are not paying for it. When i asked him if i should take the luggage back in case there is a problem, he replies that it’s a long day and he’s had to put up with our…. All day long and he refused to give me his name saying it was not my business hiding his name tag in his shirt pocket. If we are to pay for our luggage just tell us, no need to make us insulted in front of over 30 passengers in addition to the airline and airport employees. If he’d said you are not allowed to check in 2 baggages and you have to pay for the second one i would have; it’s better anyway than the embarrassment he caused me and the manner he was talking to me.
My sister and I are traveling for the first time on board the Aegean airlines and we were just chatting with other flyers how the flight and the service were really good, it’s a shame to have to go through such an experience and have a change of mind that could lead to not using the airlines again because of an ignorant employee.
After arriving in London, for an emergency visit to see my mother who was unwell ,we stayed 10 days and nursed her.
On the 19th of July, i booked tickets for my daughter and myself, from Gatwick to Larnaca to return home and back to work for the 20th.
On receiving the email with the confirmation, i was in shock and had a panic attack as i saw the date said 6th of August!
What went wrong?, there must have been some kind of error.
There is no way i would have booked for the 6th,and no way for the month of August as we had to return to work on the 20th of July.
All day Saturday and Sunday i was calling, but unfortunately the response was very negative.
I had no choice but to book other tickets with another airline to return back to Larnaca.
Through exchanging emails,i feel as if i am going round and round in circles for these tickets and getting nowhere.
Trying to add baggage to our flight details was a 30 minute ordeal as I went around and around unable to work out how to add Baggage. In the end I checked in and when completing this was reminded that 40% could be saved if you booked baggage ahead of time. Obviously I clicked link and was advised to cancel check in to add baggage. My husband was very reluctant to do this fearing we may have problems getting our seats back. We are now in the position of having to pay the maximum baggage costs although 30 minutes was spent trying to do this ahead Of time. I am extremely unhappy with the experience.
The new Aegean Airlines website needs to be developed better since it presents multiple issues (errors when making changes to reservations, pdf files that do not open, difficulties in doing new searches). It is U N A C C E P T A B L E that Aegean charges a 20€ fee when customers seek for telephone assistance because of these problems, especially when we talk about gold and silver members of its loyalty program. What a shame! It’s like trying to make money on the back of your best clients! From now on we will definitely fly with other airlines.
I am really disappointed with the customer service of Aegean Airlines. Whenever I ask for assistance or any information related to my flight I receive the same answer: that I have to obtain the information on-line; even when the information I need is not available on-line.
I will just refer the last interaction I had with the Aegean staff in Athens:
My daughter (10 years old) and my mother (80 years old) will flight from Lisbon to Athens. I called Aegean asking some information over how I can guarantee that they stay next to each other at the plain, as in their last trip that was not possible and it created lots of anxiety and panic to both, due to their sensitive ages. The answer was that Aegean cannot do anything about that and that I have to try to do the check-in on line. Of course I will do the check-in on line as early as possible but I hoped a more sympathetic response and at least some customer sensitivity over the matter, as is Aegean’s obligation to serve its customers in the best way possible and with a special care over children and older people. But, obviously, that is not a priority for Aegean!
My girlfriend and I decided to take a vacation to santorini in Greece,we chose to take Aegean flight on the 20 of May.
The flight from Israel to Santorini was on time.
On the 24 of May we had a flight at 20:55, whe had a great first vacation and were happy to return home.
As we arrived to the airport around 18:30 and waited and waited while we were waiting they started to abort flight due to the weather they said, while the other flight company was successful with their flights.
When it was time for our flight it got delayed with all of the flight from noon till midnight which created chaos in the small airport at Santorini.
From the moment we got delayed there was no help, no information or any where to sit, we didn’t get anything to eat nor updates about the flight.
We were angry because we had a connection to Israel from Athens and we were going to miss it.
At 23:00 we were told that our flight was canceled, so we lost our connection to Israel.
We talked with the staff to know what to do but it was already late..we were waiting since 18:30 and the time was already 23:30.
We got another connection and a new flight from santorini at 00:10 .
They have lost our bags and still no new information about it.
I am very angry about all this and will never fly again with this company. It was a disaster for us and we lost another day of our vacation in an inconvenient airport with so much chaos and inefficient Aegean staff.
We were on a flight yesterday from Athens to Heraklion, Crete. We checked both of our suitcases together and that was the last time I’d see mine.
I waited like a moron for my suitcase to appear but without any success. When we reported it to list & found desk, the woman couldn’t be less helpful and literally couldn’t wait to get rid of us. She took my boarding ticket including the luggage tags. I luckily have a photo of these (not that I have any expectations that my luggage will appear). She gave me forms to fill out and told me it will take up to 5 days to get any response. Why do you have a tracking system in the first place then? I’m not going to be in Greece in 5 days. We’re on our honeymoon without any clothes apart from jeans and jumpers which were in the other suitcase. No underwear, no necessities and most importantly no personal belongings. Thank you for making our honeymoon so bloody fantastic right from the start. Absolutely appalling Aegean!
I just checked this site as the same thing happened to me a few weeks ago. I’m sorry this happened to you. When I was in line in Santorini there was a couple in their honeymoon in the same situation. I travel monthly everywhere and this is the first time ever that this happened to me. Of course I’m very disappointed at Aegean. I think next time in Greece I’ll do the ferry to Santorini.
Why doesn’t anyone at the list bags office answer the phone?
I’m so frustrated that no can assist with a lost bag. So many bags had go missing from one flight yesterday from the flight from Amsterdam. They were quick to blame all other cities on their end but let me tell you, the issue is with Athens airport.
Aegean Airlines lost my luggage for a simple flight from Athens to Santorini on June 8th, 2016. From that point on, I’ve called and emailed many times requesting an update on the status of the lost luggage. Further, I personally went to both JTR and ATH and visually inspected all of the lost bags at the terminal to validate that mine was not one of them. All I’ve gotten from my attempts is a maze of telephone numbers and websites that I continue contacting without any response. I only used the airline thinking it must have credentials as a Star Alliance member. But customer appreciation seem to be non-existent. Very frustrating dealing with someone now on the other side of the world, as we are now back in California.
I booked a flight with Aegean whom I respect for their services. I then booked a hotel with Aegean and then I was unknowingly transferred to booking.com which I never use. However, I contacted the hotel Aegean said I was now booked now and they have never responded for the past 2 months. I did contact them on several occasions. I thought the booking was a scam as at NO time was I told by Aegean Airlines who took my money that I was transferred to booking.com.
When I emailed the hotel they did not answer so I am concerned that the whole process has been a scam.
My complaint is with regards to my trip on 20th May 2016. On arrival to Larnaca airport I waited over 1 hour for my luggage which never appeared. No one was able to answer my queries resulting in such a long wait. The luggage was returned on the Sunday 22nd in the afternoon but there was damage to my property.
1) I had some glasses properly packed in the case which were opened but not re-packed carefully and were then smashed by the time I received my case.
2) Other parcels were opened and not re-packed carefully. The contents of these boxes has spilled and fallen all over the case. I don’t expect them to be repacked as I did but I do expect them to be re-done to an acceptable standard to prevent damage.
3) I had medication in the case. Although I took precautions and carried some extra on my person the rest of the medication was in the case and had it been delayed any longer I would have had cause for health concerns.
4) The long journey and the aggravation of the further waiting to both me and my wife who was waiting to collect me was unacceptable at 3am in the morning.
As a regular and frequent flyer with Aegean I am very disappointed with this service.
One word to describe them
USELESS. Having been delayed for over 2 hours, the customer service is very poor. We were made to place our personal belongings which was clearly my allowed 8kg hand lagguage under the plane. Never again i will book any ticket with this airline and will tell to all friends and family NOT to fly with Aegean.
Please see the rsvn number 6Q4WE6 /amadeus with travel from Beirut to Sofia via Athens on 05.06.16.with return on 24.06.16. I am the issuer of these tickets.Tks number 390-1740979061,2,3 and emd for baggage 390-2810300098,099,100 issd on 20.05.16.
Your representative Mr Uhbe at Beirut refused boarding. The pax are Syrian citizens and have bulgarian visas .They asked several times to the embassy if they need transit visa if they travel with your airline. Several times the answer was that they dont need transit visas,because that is the law.If you call now to the embassy the answer will be the same.Your representative said to the clients to go to the agency for refund.After this refusal they go to the hotel and then traveled with Turkish Airlines.Now the passengers are in Bulgaria and we are trying for full refund of the tickets and refund of EMDs for baggage due to this situation.
My complaint is with regards to excess luggage charged during our flight from Thira Island – Athens on 6th June 2016.
Ref e-ticket: 1692211925079 & 78 me and my wife were returning from our honeymoon in Greece. The ticket mentions no charges for luggage weighing 23kgs per ticket. We had similar restrictions on our ticket from India with Qatar airways and weight restriction being 30 kgs per ticket. As frequent flyers it only makes sense to carry one bag rather than carrying multiple bags which is a normal practice. Airlines in this part of the world charge if the weight is beyond the combined weight allocated on each ticket. We had a main luggage bag weighing 28 kgs which was well below the weight allowed on the tickets put together and we were levied with no baggage charges by Qatar airlines into or outside Athens.
We were shocked when we were told we will have to pay 35 euros extra for the 5 kgs excess luggage on us. How can we have excess luggage when the allotted weight is 46 kgs and our bag weighed 28?
We were taken back by the process that was followed by the rep on the counter. If she would have told us about excess weight before the bag went into the scanner we could have moved some stuff to the cabin luggage which weighed only a kg or two. The bag was on the conveyor belt all this while in front of us and her but she didnt mention anything about the weight. We were told about the charges after i had given away my bag for scanning and security. There was no way to retrieve the bag and the only option with us was to pay the excess weight fees.
This was definitely our first flight with Aegean but definitely not our first flight. We were told that its a policy followed by Aegean and the airlines does not consider combined weights. Now here’s what we feel as your first time consumers:
1) Not considering combined weights suggests that the airlines wants multiple baggage’s which i always thought is a deterrent for airlines.
2) The way we were not told till the end about the situation makes us feel that the excess luggage policy is not to control the weight that fliers carry its more of a revenue generating model.
3) I am sure Aegean is a credible brand in the region but we fail to understand discrepancy in policies of Qatar which is on the most reputed brands globally.
4) Lastly, terms and policies should be readily available on the eticket which was not the case in our tickets.