My complaint:
My name is Eleftherios Sotirelis, I currently live in Rethymno, Crete. I own a small restaurant in town. I opened couple months ago and I’m still struggling to step on my feet and make it work. My wife suffers from depression and severe anxiety and she is having extremely hard time taking care of our 3 year old daughter by her self. I had to travel to the northern side of the country for an urgent family matter. I traveled with my vehicle, I drove from Rethymno to Chania, I took the ferry boat to Piraeus port and then I drove to Orestiada, Greece. A total of 1.100 km driving and 10 hours in the ferry.
On Monday, the 25th of September I had my first big booking at the restaurant for 60 people at 1pm. I had to be back home the latest by 5am to be able to prepare, cook and organize the restaurant for the party.
As my business up north ended on Sunday morning I only had one option to be there on time. I decided to leave my vehicle back at Orestiada and ship it down to Crete on a later date as I can’t afford additional expenses at the moment. I took a taxi to the airport of Alexandroupoli (that cost me 80€) and I booked a flight to Heraklion departing at 21:45 on September 24th (flight number A3147) arriving in Athens at 22:45. I had a 40 minute layover and then I was to fly to Heraklion at 23:25 (flight number A3328) and arrive there an hour later.
I ordered a taxi to be waiting for me at the airport and drive me home so I can rest for 2-3 hours and go to work. The fare is 120€ for a total distance of approx 200 km.
When I arrived at the check in at Alexandroupoli’s airport I was informed that my flight will be delayed by 35 minutes and it suppose to depart at 22:20. I asked the lady at the check in desk what should I do about my connection flight and she assured me that there is no problem with my connection and if there is any issues they will inform me. Nobody told me nor announced anything, leaving me and many other passengers just wondering what’s to come.
They let us pass the gate at 21:55 and they left us standing on the tarmac for 15 minutes before we start boarding. The plane ended up leaving at 22:30. By that time I knew I’d lose my connection and I asked a flight attendant to assist me. She assured me that the other flight will be waiting for us as we are too many passengers on the same route.
Before landing there was an announcement made assuring the passengers that there will be someone upon arrival to assist us with our connecting flights. We landed in Athens at 23:21 giving us hope that everything might be alright. But the plane parked at the furthest possible spot off the gates and they did not let us get off until 23:35. By the time we boarded the airport bus and arrived at the gate it was 23:47 and there was nobody to be seen to assist us. It even a single employee to point us where to go. We started running trying to find the next gate. We got there at 23:49 just to find the gate locked and employees gone. The flight had departed at 23:45.
We started walking trying to find someone to assist us and there was mine to be seen anywhere else but the reception desk at the entrance to the airport. There was a dozen other passengers trying to understand what happen and only 2 employees to assist us all. Around midnight I informed my driver that I won’t be able to make it but I had to pay him for his expenses as he was already there waiting for me to arrive at 00:15.
By the time my turn came to talk to Aegean airlines information desk it was 00:15 I requested the earliest available flight and the told me it was around 18:00 on the 25th. I started loosing my temper and then magically an earlier available flight showed up at 10:05… that’s was still not good enough for me as it would not give me enough time to het ready and I’d have to cancel the party I had booked at my restaurant.
After insisting on a earlier flight I heard the person assist me asking the guy next to him if he should “give it to me”.. and then magically again an other seat showed up available at 6:45. They gave me an 18 euro voucher to use for dinner and breakfast at the airport, they booked a hotel room for and they ordered me a taxi to get to the hotel and back to the airport in couple hours.
By the time this madness was over it was already 00:45. I was exhausted, I was starving, I was extremely overwhelmed and disappointed. I requested the taxi to be at the airport after 20 minutes (at 1:05) just so I have couple minutes to grab a bite. And I told that I wanted to be back at the airport by 5:30 to have enough time and be sure nothing will go wrong. The Aegean information officer asked me “should I tell to come at 5:00 then?” And I replied “sure, whatever you think, I don’t know Athens and I have no idea where the hotel is, just tell me the time and I’ll be downstairs waiting”. He ended up ing that 5:00 is good enough.
So I go to grab a bite just to realize that the voucher they gave me it’s only good for some shops at the airport and some others don’t accept it. So I went still starving to the location they send me to wait for the cab hoping to find something and eat at the hotel. I got to the taxi meeting point at 1:00 and the taxi arrived at 1:45. By that time I can hardly hold up. I get to the taxi just to be informed that the “near by” hotel room that they booked was 30 minutes away.
By the time I checked in the hotel it was 2:20. I went to the room and thank god there was room service. So I ordered a plate of food a dessert and a bottle of water. The total of which came to about 33 euro and they informed me that Aegean airlines won’t cover my food after midnight as they cover only a certain amount and that’s if you eat at the hotel’s restaurant that’s was then closed and not in room service which was the last not option for me.
The diner arrived at 3:00 and by the time I ate it was 3:20 when I went to bed just to wake up at 4:45. The 5:00 taxi ended up arriving at 5:15 and we got traffic on the way to the airport. We ended up arriving at 06:05 and by that time I have a raging headache and I really needed a sip of coffee. I get a coffee, which I paid off my pocket again as I could only use my voucher in one purchase, I drink it as I walk quickly towards the gates just to realize that there is a huge line up to pass through security. I asked them if anyone can help me pass faster but they couldn’t. I arrive at the security point when they call my name to show up the gate (10 minutes before departure).
That’s when a lovely security lady decided the do a random security check on me and open my carry on bag. I told them that I’m about to lose my flight but they didn’t seem to be bothered much. Obviously there was nothing to been found in my bag but by the time I got to the gate it was 6:42 (and believe me a was running the whole way there) the gate was closed there was no employees to be seen anywhere again. I’ve seen the bud leaving in from of my eyes. I started running again trying to find someone to help me. I went to an other gate totally out of breath by then and begged an Aegean airlines employee to help me, give a phone number to call or connect me with someone. She said there was nothing she could do. I literally begged her.
I could see the bud outside the gate and passengers still boarding the plane. She said “no” and that was it. So I started running again hoping that I can make it to the front desk before the flight leaves but it’s an a different level and quite the distance so of course I couldn’t make it.
I make it to Aegean airlines information desk again and all they told me that the next available flight is at 18:00. Again the same madness from the beginning.. after a long conversation and when I was about to start losing my temper they gave me a stand by ticket for a flight that was departing at 8:05 to Chania airport. Not taking any chances I run to security, and I’m at the gate at 7:20. I give my ticked to the lady and she tell me that I have to wait a little. 15 minutes go by and people started to board the plane. The lady looks at me and says “don’t you worry, I have it figured out, you just need to get inside last so we know what seat to give you”.
So I call my driver again to be on his way to the airport and I wait there patiently until my turn comes.
In the mean time a lady passenger comes with a standby ticket as well and they let her go in before me. All the passengers have passed the gate and nobody even turns to look at me and update me. I started loosing my patience and I walk to the desk. I asked them what is going on and they said they are waiting for 5 more passengers and I should not worry about. The bud will come back… and it sure did and so 5 more passengers as they told me.
They scan their tickets and let them go through the gate. I’m standing right by the door with my ticket and ID ready to walk in as well when the lady just prints some papers, trying her best to avoid eye contact with me, she hands the papers to the bus driver and shuts the door on my face. That’s when I lost it. “What’s going on” I said and she replied “well I’m sorry but there are no seat available for you” I couldn’t hold no more. I was infuriated. I asked why did they let the lady that came after me in and not me. Her coworker tried to defend her telling me that this lady had a priority over for some reason although I knew the real reason they let her in and not me.. it was because she was there with her friends that had tickets and they chose her over me… and when I confronted the guy he had the audacity to tell me that I should have been there earlier and not lose my previous flight. I did everything on my powers to be there on time but it was not up to me.
It was not me ordering a taxi that came late nor my decision to be randomly checked at the security. My only decision was to go to the hotel and rest for an hour so I can work until 3am the next day. So while the bus is still outside the door and I’m begging the guy to let me in he said “there is nothing we can do but don’t you worry, I’m going to give you a ticket for the next flight”.
So they let the bus leave without me and he prints me a new ticket… for the flight A3306 for 10:00. I grab it and I see that again they put me on standby so there is a high chance of missing it the same way. So I call aegean airlines head office and they didn’t help me at all. They told me that they can’t know what the employees in every airport do and I only the people at the airport can help me..
So I run to the front desk for one more time, just to tell me that the next fligh I can get on is at 18:00 to Heraklion or if I want a bit earlier at 16:00 to Chania. I told them that there is no way I can go back that late. The damage was already unbearable. They printed me a second stand by ticket for the 10:00 flight. I was so tired, I felt defeated, I couldn’t control my emotions. I started crying in the middle of the airport. I was losing everything I work so hard to built all because of a company that doesn’t care of their clients and they can’t afford adding couple more employees on the country’s biggest airport. I called the driver again and I tell him that he went to Chania for no reason and he needs to return for one more time. I already own money (220€) for 2 taxi rides without ever using them.
At that moment I found a minute to my self and I decided to research for flights on my own just to see that there is an other flight (A3314) with available seats that’s departing at 13:10 and nobody mention it to me… now I’m wondering how many other flights I missed just because they didn’t want to give me a seat and what is the reason behind all that? What is going on with their policies?
By that time I had already canceled the booking I had at my restaurant cause there was not enough time to get ready for them.
I demanded a seat on the 13:10 flight and not be stand by so I can at least be with my family. One moment that flight wasn’t even in their system and when I comforted them they magically gave me a ticket with a seat for that flight. While I still kept the previous ticket ofcourse in case they could squeeze me in that plane. I couldn’t walk anymore. I was exhausted and I still had the fear of losing the next flight. I asked them if they could at least let me use the fast track lane so I do t have to stay on queue and stand for so long as my feet couldn’t hold me no more. The told me there is no way is I have not purchased that service. So for 4th time I go through the security to get to my gate. I get to the gate at 9:20 and the same employee this time looks at me, gives me a ticket with a seat and let’s me in the plane. Making me think even more that there where available seats on the previous flights as well but for some reason they don’t want to give them away.
After all I boarded the plane at 9:35 and I called my driver for a 3rd time to come pick me up, of course that flight was delayed as well… I was not expecting anything better we ended up leaving at 10:33 and arrived in Heraklion at 11:35. I ended up paying the driver 330€, I’ve lost the biggest opportunity I had to get my business up and running properly along with a minimum 1000€ income, now I have to deal with 60 unsatisfied costumers in a small city like Rethymno, that could cost me my entire business, I have to still ship my vehicle to the island somehow, I own money to my supplier for expenses I’ve made for this booking and I have to pay my employees as they came to work and I had to send them home. All because I trusted Aegean airlines and I hoped they could get me to my destination faster than my self. Big mistake on my behalf.
I’ll make sure that neither me or anyone I know makes the same mistake And trusts them again. I’ve been on hundreds of plane rides and I can assure you that was the worst experience I’ve ever had.
Suggested solution:
Financial compensation for all my losses
