Aegean Airlines
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Exploitation of loyal customers
I am a frequent flyer with Aegean, currently in the Silver Tier. I plan a trip from Heraklion to Manchester in December 2025 and had award points of 14,641. Looking at how to redeem my points, I saw the 'Miles+Bonus' tab and selected 'how to redeem my points'. I put in the details of the flight I wanted for 2 passengers. I saw that I could buy the flights with 30,000 award points, and that I was able to buy additional points to top up my existing. I bought an additional 18,000 award miles for 450€, slightly more than I needed but it meant I would move into the Gold Tier. The cost of buying the flights for both myself and my husband had been 915€, and so the 450 plus whatever I've previously spent to gain the 14,641 felt about right. When I came to purchase the flights, it stated that on top of the 30,000 award miles, I had to pay an additional 177€. However, at the very bottom, in very small shaded writing was a sentence that explained this was *per passenger*. This would take a single return flight to a cost of 627€ on top of the original 14,641 points!! And I would still have to purchase a second ticket separately. I called customer services. The lady explained that the tax is due on top of the flights - I understand this. However, on her screen the tax charge was 94€, not 177 as shown on my screen. And it still didn’t explain why I would be paying significantly more as a ‘loyal’ customer! I asked for a refund of the additional award miles I had just bought - I am not exagerating when I say I felt scammed. My flight was now costing me around 200€ on top of what a NON loyal customer would be! She said that she was unable to refund the award miles. I then tried a different way to purchase the flight and added them to my basket. On the payment page, to redeem the entire 32,641 award miles, the value would only be 101.64€! I had just paid 450€ for 18000 award miles just 5 minutes before. The purchase price remained at 915, plus the 450 I had just paid, and my points value of only 101.64 would then mean my flights would cost 1264.12 in total!! I am utterly in shock. This is NOT a reward for loyalty, in fact, you are charging me so much more than if I wasn't a loyal customer. I am so very disappointed. I really hope that this is an error, but the lady I spoke to at customer services was not helpful in resolving the situation at all. In fact, she simply referred to your terms and conditions - not helpful. I would like to have the points refunded. At the very least I would like the points to have been worth what I paid for them. This feels like a scam, and I am very disappointed in Aegean. I would like somebody to contact me to find a resolution for this.