After a nightmare experience with United (who rebooked us with their Star Alliance partner Aegean) including several delays, and cancellations, we arrived in Athens to no luggage, which was United's responsibility, not Aegean's. We dealt with United for four days trying to get our luggage from Newark to Athens. Eventually they told us to Taxi back to the airport and promised our luggage was there, again A very kind supervisor named Sam came out and talked to us to explain the luggage was not, in fact, there. (We did not even ask for a supervisor.) He was very understanding and patient and asked us to trust him. At this point our time in Athens was over and we left the airport to board our cruise ship, thinking no way we'd ever get our luggage in the middle of the ocean. The next night there it was in our cabin when we opened the door! We couldn't believe it. Sam had gotten our luggage from Newark to Athens, then onto Santorini Island, where our Princess Cruise ship then transported it from the island and onto the ship and then to our room - all within a day. In all we went five days without luggage, but once Aegean Sam was involved we had it within about a day, in a much more difficult route than it would have been for United to simply put it on the plane to Athens. He was right, we could trust him. But it was his kindness that stands out the most. AND the people at the delayed baggage counter. EVERYONE was so compassionate and kind. But it didn't end there. Upon arriving home, I began the impossible task of dealing with United to receive compensation - they had told us to keep all receipts for the five days without luggage and we had. We spent hours on hold, hours on the phone, getting nowhere. Finally, based on the File Reference number (that I'd given them over and over and over) someone finally clued in and explained the International agreement that wherever you end up is who is responsible for the luggage. Wait, so we get to deal with Aegean again?! Wonderful! I called and a kind man explained exactly what to do and gave me an email. In less than a day I got a response telling me exactly what to do to make a very easy process go smoothly. I've spent three weeks with United and gotten nowhere, while being treated rudely. In the last few days everything has been submitted to Aegean in an easy process with a kind person on the other end helping. We wouldn't have realized how amazing Aegean is had we not had such a bad experience through their sister airline, that only Aegean resolved, for them. Aegean went above and beyond, with every person we dealt with, especially Sam. In every travel, they will be the first we use if at all possible. Thank you!
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