Lost baggage and refused refund after death certificate supplied

Review of siruiss1 about the flight Aegean Airlines between London Heathrow and Larnaca on 12/10/2017 in Economy
siruiss1 A3 / AEE LHR / LCA

I flew from Heathrow to Larnaca and back in October 2017. On my return Aegean airline lost my luggage. I waited four weeks before I had to chase them up for an update. They offered their apology and 400 Euros compensation. When I informed them that I had a couple of suits and shoes with some other items worth around 1300 Euros, they increased their offer to 500 Euros. Under the Montreal Convention they are liable to compensate up to 1131SDR which is equivalent to 1200 Euros depending on the exchange rate, they have refused because they say my trip was only for 3 days, hence that's the maximum they will offer.
I took my complaint to the CAA (Civil Aviation Authority) who got in touch with Aegean, three weeks later the CAA informed me that Aegean is sticking to their offer. The CAA has advised me to take Aegean to court, I am about to start this process.
Furthermore my wife was supposed to travel with me on this same trip, three days before she lost her grandmother which meant she was not in a fit state to travel.
I informed Aegean of this unused ticket and I was asked to send in the death certificate which I duly did. They responded by saying they require a certificate of relationship to prove that she is her grandmother even though they share the same surname, we have no such thing here in the UK, this is a non existent document and they are requesting it in order to issue a full refund. Obviously they must be aware that this document does not exist which indicates they have no intention of refunding any money.
Absolute nightmare after sales service, will never travel with them again, I am a prominent member of the City of London Corporation and I will make sure Aegean's poor level of service and utter disrespect to grieving customers are well publicised.
Shame on you Aegean!!!

General
Overall rating
1 / 5
Value (price + quality)
1 / 5
On the ground
Check-in and boarding
1 / 5
Management of luggage
1 / 5
On board
Comfort
1 / 5
Costumer service
1 / 5
Your opinion of security
1 / 5
Food
1 / 5
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By siruiss1, about Aegean Airlines, , close to Wandsworth, England, United Kingdom
Posted online by admin, on 17 February 2018, view original version
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