Call centre response times

Old Mar 11, 2020, 5:32 am
  #1  
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Call centre response times

Is anyone finding it incredibly difficult to get through to Aegean's Call Center right now? I called both the US and UK numbers (presumably they all lead to the same call center) and couldn't get through. The US number hangs up partway through the automated prompts, and the UK number gives you a busy signal. I assume this means the call center is too busy. I've tried on two different phones and called at a couple different times.

Anyways, just wondering if anyone has been experiencing the same. :/
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Old Mar 11, 2020, 6:07 am
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Originally Posted by futuramadramallama
Is anyone finding it incredibly difficult to get through to Aegean's Call Center right now? I called both the US and UK numbers (presumably they all lead to the same call center) and couldn't get through. The US number hangs up partway through the automated prompts, and the UK number gives you a busy signal. I assume this means the call center is too busy. I've tried on two different phones and called at a couple different times.

Anyways, just wondering if anyone has been experiencing the same. :/
I think they are just extremely busy right now.

I have been trying to contact an OTA for a week but they haven't got back to me or answered the phone, although they have always replied within 24 hours in the past. I'm a little worried that the agent is going to go bust, having to pay back customers from cancelled flights, but that's another issue.

If it's not very urgent, perhaps you could send them a direct message on Twitter, I did that last week and they replied within a few hours.
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Old Mar 11, 2020, 6:38 am
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I called up A3 on Saturday and Sunday. Got a rep within less than 7 minutes each time. Dialed the US number, but sounded like it went to Europe.
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Old Mar 13, 2020, 2:48 am
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Originally Posted by futuramadramallama
Is anyone finding it incredibly difficult to get through to Aegean's Call Center right now? I called both the US and UK numbers (presumably they all lead to the same call center) and couldn't get through. The US number hangs up partway through the automated prompts, and the UK number gives you a busy signal. I assume this means the call center is too busy. I've tried on two different phones and called at a couple different times.

Anyways, just wondering if anyone has been experiencing the same. :/
I've been trying for the past 4 days to get through. At all times. Even 12.00- 03.00am. I have a flight tomorrow which can only be changed by the call centre. I have written to them on Facebook and sent an email as well as going to the ticket desk at the airport. It's important that I'm not logged as a "no-show" tomorrow. The main problem is that the call times-out after 10 minutes so then you have to start again. Feeling exasperated!!! Changing a ticket is not as easy as Aegean says it is!
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Old Mar 13, 2020, 3:04 am
  #5  
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I managed yesterday to get through at 21:00, using the French number. German and Greece numbers basically did not connect, all day long.
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Old Mar 13, 2020, 12:11 pm
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Thumbs up

Originally Posted by fransknorge
I managed yesterday to get through at 21:00, using the French number. German and Greece numbers basically did not connect, all day long.

It worked!! I got through on both the UK number and the French number. Many thanks!
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Old Mar 13, 2020, 1:12 pm
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Is there a Gold line number for UK/France? Can somebody PM me that number please? I'm trying to change a flight for tomorrow but am not getting through - at all.
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Old Mar 13, 2020, 1:13 pm
  #8  
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Gold line is purely Greek number. I just used the French number on the contact page of the app.
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Old Mar 13, 2020, 1:25 pm
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Aegean announced earlier today that changes to bookings (including GoLight tickets) can now be made through their website. Go check their latest announcement.

That is expected to be of serious assistance.
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Old Mar 13, 2020, 1:52 pm
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Thanks. After the line not getting connected for about 25 times it allowed me in and because it was the Gold line I was put at the head of the queue, answered within seconds.

Unfortunately upgraded flights can still not be changed online

Changing the flight was not expensive, however, because I had to change the destination (From KLX to ATH because there are no KLX flights tomorrow) my upgrade would be lost. I was however able to apply another (a second) voucher and upgrade the new flight. I was not charged any fees other the fare difference which was minimal.
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Old Mar 13, 2020, 2:05 pm
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For Bookings that are part of the recently launched Aegean Pass (where one can purchase packages of domestic flights for a specific price) the €35 fee still applies. On the other hand as all of the bookings under Aegean Pass are of the Y fare class (the most expensive fare class in economy) you never have to pay for any fare difference.
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Old Mar 13, 2020, 2:38 pm
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Originally Posted by Alexandros Bravos
Aegean announced earlier today that changes to bookings (including GoLight tickets) can now be made through their website. Go check their latest announcement.

That is expected to be of serious assistance.
did anyone manage to do it online? I tried earlier and it still asks for a 133€ fee

flight is booked for March 18
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Old Mar 13, 2020, 3:28 pm
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The fare difference is still applicable. You will only be able to change for free (0 euro) if the fare class and taxes are exactly the same.
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Old Mar 13, 2020, 3:42 pm
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Originally Posted by Xandrios
The fare difference is still applicable. You will only be able to change for free (0 euro) if the fare class and taxes are exactly the same.
It said 100€ rebooking fee and 33€ Fare difference
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Old Mar 14, 2020, 12:21 am
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Originally Posted by CanaryWharf
It said 100€ rebooking fee and 33€ Fare difference
Even the longest flights only have a 40 or 50 Euro rebooking fee so I'm guessing you're talking about two pax. which is a bit misleading.

Anyway, it's working as of this morning. I just re-booked online for a flight which was for Tuesday, U class, no fare difference or fees.
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