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Aegean Airline's domestic flights in between Athen and Greek Island

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Aegean Airline's domestic flights in between Athen and Greek Island

Old Jul 27th, 2020, 05:41 PM
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Aegean Airline's domestic flights in between Athen and Greek Island

Hi,
I'm writing seeking help or ideas of what I can do for my domestic flights between Athen and Greek islands that my family and I were not to take due to the lock down in the United States.
Our tickets were non-refundable tickets with the traveling dates in mid-June 2020. We have tried contacting the Aegean customer service since April when our international flights were canceled. But we kept receiving standard email response which did not address our questions, until 4 hours before the departure a personal email was sent but still did not answer my questions about what I can do with my tickets.

I'm deeply disappointed with their customer service. It felt like they intention let my tickets expire so that I had no option and just suck up the costs of those tickets that I paid. I purchased the flight before the COVID broke out. I'm really surprised how Aegean Airline handle the situation for American tourists. How can I take the flight if the country won't let me in? They should at least give travel the option to rebook their flight within 18 months like most airlines are doing.

Is there any way that I still get the money back or at least get flight credit for future use? Is there consumer protection agencies in Greece or Europe where I can file complaints.

Thanks in advance if you can offer any advise.
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Old Jul 27th, 2020, 07:32 PM
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EU Regulation 261 clearly states that if European airlines cancel your flight, you are entitled to a refund within 7 days. If THEY cancelled your flight, they owe you a full refund. Having said that, Aegean is reportedly not providing refunds to any passengers, and reportedly still has little cash on hand (i.e. they may go bankrupt). The only viable solution at this point is to dispute the charges with your credit card company. We filed such disputes against three European airlines (not Aegean); two paid up before AMEX made a decision, and VISA provided a refund for the third one. In each case, we waited for the airlines to cancel and provided evidence to the credit card issuers. Once you file a dispute, the funds are temporarily withdrawn from the airline's account, and this places some pressure on them. If you booked through a third party, rather than the airline itself, it might be more difficult to get a successful chargeback. For what it is worth, earlier this month the EU initiated legal actions against some member countries that have not supported Regulation 261 (Greece and Italy among them). Best of luck. ◊

Last edited by whitehall; Jul 27th, 2020 at 07:48 PM.
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Old Jul 28th, 2020, 06:32 AM
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Aegean Airlines currently has domestic flights on its website scheduled through July 2021. If you originally booked directly with Aegean Airlines, suggest you try rescheduling online for a date next summer. At least that will keep your booking open so you donít end up being a no-show and lose your money. You may be able to reschedule again at a later date or even cancel your booking.

Iíve travelled with Aegean Airlines and its sister company Olympic Air for many years, and have been very happy with the customer service, but like most other European airlines and ferry companies they have been inundated with cancellation requests during the pandemic.
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Old Jul 28th, 2020, 09:16 AM
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Hi whitehall,
Thank you for sharing your experiences w me.
Unfortunately, it is my international flights into Europe that was cancelled and also Greece still not allowing American tourist entering that's why we couldn't take the flights in between the islands and Athen. It is the Greek domestic flight that I'm trying to get refund or at least travel voucher for. But the representatives that I spoke to (when I was able to get a hold of them after many many calls) refuse to do so.
I filed with the credit card company but was told that Airline rules overwrites the government rules. My purchase was prior to the breakout of COVID. Sound like it is fair for Aegean to treat my case as if there is no pandemic and I'm a Greek national who is able to make the travel. Fingers cross that Aegean will provide a better solution to my case after the credit card company hold money from them.
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Old Jul 28th, 2020, 09:33 AM
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Hi Heimdall,
Thank you for your advice on changing the dates just to keep the tickets active, but our travel dates have already passed. I did tell the airline back in June that i'm waiting response from them and will not be traveling on those dates before the original flight dates.

I have thought about changing dates before our travel dates just to keep the tickets active. However, I realized that that Aegean is very sneaky. I can't switch to the cheapest fare that is showing up the cheapest online, and pay for the fare difference. It needs to match the class (i.e. Q, V) of the ticket that I'm purchasing. I thought that the tickets that I purchased were on the lower class. But turns out that I would have to pay a lot more to change to another date of the same class ticket as what I purchase. Even though at one point, they say you can change as many times as you can, but that is not true at all. I was glad that I didn't that route. Caz the following week, Aegean stated on the website that you can change GoLight ticket for very last time by penalty of EUR40/45 (i forgot the exact amount). The dates that will worked for us were not available at that time. If i were to choose a date just to keep the ticket active then move later, I would be paying for that fare difference, and then another fare difference with EUR40/45 penalty for Golight tickets, and I might not even get the date I want.

I heard from my Greek friend that Aegean has good customer service. But it is not what I have experienced during this incidence. I know they are busy with ticket changes for other customers. But 2-3 months response rate seems too long. Many info are not posted on the website. Customer services don't give you all the options available unless you really dig into them. And sometimes, they are not accurate.

Based on this experience, I would recommend people to book with them until you are sure you are able to travel (like all the travel ban are lifted) Otherwise, it is really hard to get your money back.
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Old Jul 28th, 2020, 10:42 AM
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Sorry to hear of your problems. For future reference there is no point in booking GoLight with Aegean unless you are travelling carry-on only, as the additional fee for GoLight + 1 bag is only a few euros less than Flex, which includes one free bag and has additional benefits when changing or cancelling tickets.

Had you booked Flex you would have been entitled to “Free unlimited ticket changes” instead of €40 per change. Scroll down past the GoLight rules to find the rules for Flex:
https://en.aegeanair.com/plan/bookin...economy-class/

Last edited by Heimdall; Jul 28th, 2020 at 11:40 AM.
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Old Jul 28th, 2020, 03:33 PM
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Heimdall, Good information, hope we can also use it someday.
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Old Jul 29th, 2020, 01:02 AM
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Additional information from Aegean Airlines for travel during Covid-19:
https://en.aegeanair.com/aegean-announcement/

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