Call centre response times

Old Apr 9, 2020, 5:38 am
  #46  
 
Join Date: Jul 2014
Location: Wedged somewhere between BTS and VIE ✈
Programs: Star Alliance Gold (A3 Gold), Oneworld Sapphire (BA Silver), Hilton Diamond
Posts: 6,334
Originally Posted by Knobbgb
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?
This is very strange. Have you sent them a Direct Message on Twitter, or just or normal Tweet?

I have been in contact with them several times in recent days. Saturday evening I was able to get through to the call centre after waiting only 1 minute, and they have responded to my Twitter DM several times. In fact, yesterday morning they replied within 10 minutes!
headingwest is offline  
Old Jun 3, 2020, 3:05 am
  #47  
 
Join Date: Feb 2018
Posts: 13
Call Centre Disconnections

Hello All.

I received an email from Aegean that my Miles and Bonus reward ticket had been cancelled. Ive just called the call centre using the gold member number on the back of the card (210 6261000) two times in the last 30 minutes and both times the call was disconnected at the 10 minute mark while I was waiting for an agent. Has anyone else been having the same difficulties calling (its about 11:00 am on Wednesday)? Can anyone perhaps suggest a better number to call. The flight was scheduled for June 7. Thank you.
Flyingtime is offline  
Old Jun 3, 2020, 7:08 am
  #48  
 
Join Date: Sep 2018
Programs: Alaska
Posts: 2,171
It seems that the max wait is 10mins. If no one picks up, it will disconnect.

i called very early this morning, 5am athen time, waited 9 mins+
freed0m is offline  
Old Jun 3, 2020, 8:16 am
  #49  
Moderator: Aegean Miles+Bonus
 
Join Date: Oct 2009
Location: AMS / ATH
Programs: AFKL Plat, A3 Gold
Posts: 7,308
I called yesterday at 11:30AM (Greek time). It took me a couple of tries for the line to ring (and get into the IVR menu), but once there, it had only a ~1 minute wait time.
Xandrios is offline  
Old Jun 3, 2020, 9:26 am
  #50  
 
Join Date: Feb 2018
Posts: 13
Ok, nothing wrong, just an automatic disconnect at 10 minutes. I guess just keep trying at various times and eventually someone will pick up.
Flyingtime is offline  
Old Jun 3, 2020, 4:24 pm
  #51  
 
Join Date: Feb 2020
Posts: 487
You calling a wrong number. is not the gold card holders nr.
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powergean is offline  
Old Jun 3, 2020, 8:40 pm
  #52  
 
Join Date: Feb 2018
Posts: 13
Yes, I looked at previous posts and realized there is a different number. The number on the back of the gold card is the general number - need to sign in to your account to get gold number. Thanks powergean.
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Flyingtime is offline  
Old Apr 12, 2022, 4:11 am
  #53  
 
Join Date: Aug 2011
Location: CDG
Programs: SK Gold, AF Gold, Marriott Platinum
Posts: 3,669
Today was my first experience calling A3 and I have to admit I'm impressed. I got hit with a double whammy of outbound direct flight cancelled and inbound direct flight postponed by 6 hours (into the wee hours of the morning). I called in and got through in less than 5 mins to an extremely competent agent that was also trilingual (spoke fluent Greek, English and Italian). She managed to rebook both legs through ATH on a much more expensive ticket, no questions asked, and the whole process must have taken less than 2 mins. Puts a lot of the "efficient" northern European carriers to shame.
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Old Apr 12, 2022, 4:58 am
  #54  
 
Join Date: Dec 2009
Programs: A3*G, Marriott Gold, Hilton Honors Gold, Radisson Rewards Premium
Posts: 851
Originally Posted by gojko88
Today was my first experience calling A3 and I have to admit I'm impressed. I got hit with a double whammy of outbound direct flight cancelled and inbound direct flight postponed by 6 hours (into the wee hours of the morning). I called in and got through in less than 5 mins to an extremely competent agent that was also trilingual (spoke fluent Greek, English and Italian). She managed to rebook both legs through ATH on a much more expensive ticket, no questions asked, and the whole process must have taken less than 2 mins. Puts a lot of the "efficient" northern European carriers to shame.
Indeed! The wait times are always very short and, most amazingly, they actually ring you back if they say they will. Thats a rarity from most companies these days but from an airline, its unrivalled in my experience.
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Old Apr 12, 2022, 1:51 pm
  #55  
 
Join Date: Feb 2013
Location: Paris, France
Programs: A3*G, Accor ALL Gold
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Originally Posted by gpb_croppers63
Indeed! The wait times are always very short and, most amazingly, they actually ring you back if they say they will. Thats a rarity from most companies these days but from an airline, its unrivalled in my experience.
I agree. I have called them a few times lately. Basically no waiting time and efficient service.
Perfect.
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KATERGOO is offline  
Old Apr 13, 2022, 3:52 am
  #56  
 
Join Date: Mar 2019
Location: DK
Programs: A3 Gold, BA Silver
Posts: 862
Originally Posted by gpb_croppers63
Indeed! The wait times are always very short and, most amazingly, they actually ring you back if they say they will. Thats a rarity from most companies these days but from an airline, its unrivalled in my experience.
I experience with BA was that they would say they tried to call but I hadn't missed any calls. I have never needed for A3 to call me back but the CC is veru efficient and fast with Gold related issues and just booking changes.
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