Call centre response times

Old Mar 17, 2020, 10:54 am
  #31  
 
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Or you could have just sent them an e-mail, which would be the "official" way to go about it and on top of that you'd have proof that you did contact the appropriate department (that being said, if Twitter can get you actual help/service any bit quicker than anything else then you should try it as well).
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Old Mar 17, 2020, 1:47 pm
  #32  
 
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Unhappy

Originally Posted by giorginho
Or you could have just sent them an e-mail, which would be the "official" way to go about it and on top of that you'd have proof that you did contact the appropriate department (that being said, if Twitter can get you actual help/service any bit quicker than anything else then you should try it as well).
Thank you giorghino
Only that I have got no email and no particular person or department to send it to. With Lufthansa or Swiss I would have set the case 20 times already with all the needed replies.
Never Aegean again. Truly a horrible experience. I truly regret to have booked with them. It was early in January how would I know? Now I know.
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Old Mar 18, 2020, 3:00 am
  #33  
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I used Twitter for a cancellation (straightforward stuff: cancel a reward booking) and it worked well; i got an answer within 12 hours and the miles are back, the money will take some time. The only thing missing from the process is a cancellation email. Aegean is overwhelmed, like all airlines, but so far they are doing really well and I will certainly make an effort to patronize them once things are back to "normal" as they deserve my support.
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Old Mar 18, 2020, 3:06 am
  #34  
 
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Originally Posted by fransknorge
I used Twitter for a cancellation (straightforward stuff: cancel a reward booking) and it worked well; i got an answer within 12 hours and the miles are back, the money will take some time. The only thing missing from the process is a cancellation email. Aegean is overwhelmed, like all airlines, but so far they are doing really well and I will certainly make an effort to patronize them once things are back to "normal" as they deserve my support.
Did you have to pay the cancellation fee?

I agree with your comments. I think it's worth mentioning that Aegean have changed a lot on their website to enable customers to make changes without phoning up, which is more then a lot of other airlines have done.
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Old Mar 18, 2020, 3:13 am
  #35  
 
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Originally Posted by headingwest
Did you have to pay the cancellation fee?
Finally got hold of them this morning 8.00 AM sharp on the Greece number and cancelled my today 12.00 noon flight with return in 48 hours.
They said they don't send cancellation emails.

All they will refund is 46 Euros and some cents taxes. They said within the next 20 days.
I will lhave to see with my travel insurance for the rest.
This is Force Majeure.

Thank you all for your help and patience. Patience does pay off.
Good luck with your travel in this complicated situation.
I hope you all get what you want.
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Old Mar 18, 2020, 6:45 am
  #36  
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Originally Posted by headingwest
Did you have to pay the cancellation fee?

I agree with your comments. I think it's worth mentioning that Aegean have changed a lot on their website to enable customers to make changes without phoning up, which is more then a lot of other airlines have done.

20 EUR cancellations fee.
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Old Mar 19, 2020, 6:28 am
  #37  
 
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Heard all flight to- from greece now canceled
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Old Mar 19, 2020, 6:50 am
  #38  
 
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Originally Posted by SPLP007
Heard all flight to- from greece now canceled
Heard it from whom?
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Old Mar 19, 2020, 7:25 am
  #39  
 
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Dikaiologitika.gr (news site for Greece)


NOW ON ----- https://www.kathimerini.gr/

Last edited by SPLP007; Mar 19, 2020 at 7:37 am
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Old Mar 19, 2020, 7:55 am
  #40  
 
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Originally Posted by CDG1
Thank you giorghino
Only that I have got no email and no particular person or department to send it to. With Lufthansa or Swiss I would have set the case 20 times already with all the needed replies.
Never Aegean again. Truly a horrible experience. I truly regret to have booked with them. It was early in January how would I know? Now I know.
I think right now everyone regrets booking with anyone.
However I am not sure I follow you. I assume that you mean you have no e-mail address from Aegean! Did you try clicking on that -pretty big- "help & contact" button at the top of Aegean's website, that should ultimately lead you (scroll down a bit) to the contact form.... (I mean I hate companies that "hide" their contact info as good as they can, but here it's pretty obvious!)
They also have a couple of "regular" e-mail addresses, I believe they look something like contact@aegeanair.com
FYI I don't know how you would have solved everything 20 times over with Lufthansa, I know I have 2 tickets with them (business class, Z fare), issued by a different carrier, for April 5th to Madrid! Obviously we're not flying. Lufti is "only" offering one (1, uno!) free change until December 31st 2020 or the ability to cancel the tickets now and re-book until June 1st, on a flight up to December 31st! I have no idea if and/or when I'd ever fly to Madrid again (nothing to do with the country's current situation, just with me/us) and I certainly didn't and still don't have any such plans. Anyway, I thought I'd give it a shot and go ahead and simply cancel/change online..... Nooooope! Doesn't work with my tickets.... I'll be 'forced' to call. And see what I 'll get (or won't get). This went for me from losing my dope 5th freedom 787 business class seats, to losing the trip entirely and (most likely) to losing my money as well!!!
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Old Apr 6, 2020, 10:48 am
  #41  
 
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My contribution to this post is that Aegean is NOT answering the phone at the moment, tried Greece and USA call centers without success. My flight has been cancelled, was supposed to be in 3 days (*A redemption on TK). I want to change for a future date or cancel, but its just not possible to get in touch with Aegean at the moment.
NB: I sent a cancellation request by email 3 weeks ago and was instructed to call the call center..
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Old Apr 6, 2020, 11:36 am
  #42  
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Try a couple of times to be connected. Once you are there may be a wait though.
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Old Apr 6, 2020, 12:22 pm
  #43  
 
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Originally Posted by Xandrios
Try a couple of times to be connected. Once you are there may be a wait though.
Once you are connected (I had to call about 5 times to just be connected), there is about 10 mn wait with music and message, then the line goes dead. My experience from today, happened 3 times.
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Old Apr 8, 2020, 5:21 pm
  #44  
 
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Originally Posted by Alfredbali
Once you are connected (I had to call about 5 times to just be connected), there is about 10 mn wait with music and message, then the line goes dead. My experience from today, happened 3 times.
I've had the same result. Has anyone actually spoken with an agent within the past couple of days? Alternatively, has anyone been able to cancel a booking via email?
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Old Apr 9, 2020, 5:11 am
  #45  
 
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I don't know about telephone response times, but electronic response is nonexistent (for me at least). Since this started I have sent them an email, a FB message, two tweets and then two more emails, all about a single cancelled flight and have not received ANY response to any of them. I do expect some delay, but no response at all is a bit much really. There's no point even trying the call centre as the poor agents won't be able to do anything for me anyway - I'm trying to refuse a voucher and get an actual refund for the cancelled flight and I'm sure they'd just tell me to email a request anyway.

Hss anybody else had any Email (or Twittier) response recently?
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