I am writing to formally express my profound dissatisfaction regarding an incident that occurred at the baggage drop counter during my recent flight with Aegean Airlines.
Upon arriving at the baggage drop area with two suitcases and a backpack, I was assisted by a female staff member whose behavior was shockingly unprofessional and openly hostile. From the outset, her attitude was rude and dismissive. She instructed me to send one of my suitcases to the excess baggage area. Moments later, she stated that the second suitcase should also be processed there.
Given the confusion, and in order to ensure that there had been no misunderstanding regarding my baggage allowance (two 32kg suitcases rather than 23kg), I politely attempted to clarify the matter by asking a simple question. Instead of responding professionally, the staff member reacted with visible anger and proceeded to yell at me in front of other passengers.
Her remarks were deeply inappropriate and insulting. She stated, verbatim: “If you know everything so well, let’s open the next table for you and you can come work here,” and then gestured to her chair, inviting me to sit there since I was “such an expert.” This level of sarcasm and public humiliation is entirely unacceptable in any professional setting, particularly within a customer-facing role representing Aegean Airlines.
To further compound the situation, when I calmly asked where the excess baggage drop point was located, she refused to provide the information and responded mockingly that since I “know everything so well,” I should also know that. When I requested her name for reference, she declined to provide it.
This was, without exaggeration, the worst treatment I have ever experienced at any airport and from any airline representative. Such conduct is not merely discourteous—it reflects a complete disregard for basic standards of customer service and professionalism.
I kindly but firmly request that you investigate this matter thoroughly, identify the staff member involved, and ensure that appropriate corrective measures are taken. It is imperative that your ground personnel undergo proper customer service training to prevent other passengers from being subjected to similar treatment.
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