Etihad Airways Etihad Guest - Problems with earning EY miles on partner airlines

I have flown several segments on Sri Lankan Airways which is an Etihad partner. From Etihad's webpage it states:

"Please quote your Etihad Guest Number when you book with Sri Lankan Airlines and remember to present your Etihad Guest Card at check-in. To make a booking on Sri Lankan Airlines log on to www.srilankan.aero"

So, I booked several flights on Sri Lankan Airlines via their website, all in business class, and entered my Etihad Guest number when booking. All of my boarding passes have the Etihad Guess number listed.

When booking on Sri Lankans website there is a choice of economy or business class, and no choice of various booking codes.

A month passes and there have been no points posted to my Etihad account. I contacted Etihad starting back in January about it and finally today I get the following email from them:

"Thank you for taking the time to contact the Etihad Guest Service Centre with your request for missing Etihad Guest Miles to be credited to your account.

As a valued member of the Etihad Guest programme, you can earn miles when you fly as our guest on most flights. In this instance however,

UL422/CMBHKG/C

UL101/CMBMLE/C

do not qualify to earn miles.

Service class "C" is not eligible for mileage accrual in this program.


You can visit our website www.etihadguest.com where you will find our terms and conditions on earning miles when you fly with us or one of our partners. The website also allows you the flexibility to claim missing miles online as well as explore the many benefits you can enjoy as an Etihad Guest."

Hmmm... So, I go to their website, where it does claim:

" Booking Classes that qualify for accrual:
Business – J, Z
Economy – Y, P, W, M, B, K, H, A, O, E, R, U, Q, L, G, T, V, X"

The question, though, is why would a Z deep-discount business qualify and not a C fare?

More interestingly, following the above listing of valid booking classes, it goes on to list all of the in-valid booking classes:

"• Booking classes that do not qualify for accruals: (D,N,I,S)"

So, in my mind, they just forgot to add the C fare to Business as a valid option. It makes no sense that all sorts of highly discounted Economy seats would be valid but not a C-fare business class. And, the specific listing of the invalid classes would indicate that they just forgot to list the C class somewhere.

Any thoughts on this? What would you all do, further pursue this with Etihad to get the miles posted?

Anybody? Bueller? Was my post invisible? Nobody else has run into this issue?

Anybody? Bueller? Was my post invisible? Nobody else has run into this issue?

Sometime ago I retrocredited bunch of UL flights to EY (http://loyaltylobby.com/2012/01/25/kudos-for-both-us-airways-and-etihad-for-crediting-retro-credits-expediently/), but they were all in Z. Just scanned the BP's and sent them an email.

The classes that credit to various programs don't always make sense. Obviously C should be qualifying class, but if it is not on the list you will have an uphill battle.

The only way to have these credited is probably to get hold off a partner program manager and get them to modify the qualifying UL classes for EY.

I have had complete stonewalling by Etihad in crediting miles.

I have been trying to claim miles from a UIA flight. My flight qualified for half points. I supplied the required information on the claim form, I had quoted my ff number on my echeckin. Response was that I should supply my booking class. I replied with a copy of my eticket. Two months later I follow up to get a respose that I hadnt replied to their request for booking class. They are an airline, dont they know how to read the ticket??? So I emailed them my fare class. almost 3 months and a phone call later no miles credited. Now they just ignore any reference to this claim in any correspondence I send them.

I travelled on Malaysian who are a partner with Etihad. Tried to present my etihad card at checkin with Malaysian and was told they werent a partner. I put in a claim for 2 flights. 2.5 months later no result. No response to my phone call, 1 response that I should wait 60 days for credit. Its well over 60 days still no credit.

Etihad service for their partner rewards is non existent. 2 claims no points on valid fares. Their followup is to basically stonewall as none of there staff seem to have any capability to deal with the partner and credit the points.

Hi,
same here....
unfortunately I've realized that Etihad is no different from many other Airlines.
Also written rules are sadly and differently applied from whoever receive your request ( In this case crediting Miles )
1) I flew last year on a MH flight from DPS to KUL, the flight was marked as EY too. Didn't Have the miles charged on my account so after a month I contacted the etihadguest service sending all my travel details and boarding passes. They answered that I could only earn miles ( talking about miles and not tier miles ) if my ticket was a EY ticket - e.g. starting 607, which make no sense and their website states the opposite.
2) my wife and I flew in January on VA from SYD to OOL, on an eligible booking class and my wife never received the miles. She sent them copy of Ticket and BP through the email but still waiting from the miles to be charged into the account.

Hi there. I think there is a typical condition for earning miles for Etihad and other airlines as well that the route taken is to be an agreed code shared flight with their partners. I think some are missing out that point here.

*** BREAKING NEWS ***

I just happened to look at the Etihad page for earning with Sri Lankan Airways and saw this:

"Booking Classes that qualify for accrual:
Business – J, Z, C
Economy – Y, P, W, M, B, K, H, A, O, E, R, U, Q, L, G, T, V, X"

They have updated the page to include C fare code in Business class!!! Just as I suspected, they likely made an error in not including it and have now updated the webpage.

Oddly, and not surprisingly, NONE of my C fare code tickets have been given mileage credit and nobody from EY has contacted me even after several emails telling them about the missing "C" fare code, and why it makes no sense that I don't get mileage credit for a C fare when a Z fare gets it.

Anyway, I will send yet another email now, and hope it gets responded to in under 30 days.

*** BREAKING NEWS ***

I just happened to look at the Etihad page for earning with Sri Lankan Airways and saw this:

"Booking Classes that qualify for accrual:
Business – J, Z, C
Economy – Y, P, W, M, B, K, H, A, O, E, R, U, Q, L, G, T, V, X"

They have updated the page to include C fare code in Business class!!! Just as I suspected, they likely made an error in not including it and have now updated the webpage.

Oddly, and not surprisingly, NONE of my C fare code tickets have been given mileage credit and nobody from EY has contacted me even after several emails telling them about the missing "C" fare code, and why it makes no sense that I don't get mileage credit for a C fare when a Z fare gets it.

Anyway, I will send yet another email now, and hope it gets responded to in under 30 days.

to protect your rights, attach to your email copies of the already exchanged emails between you and them to show that you have done your part and its theirs now.

to protect your rights, attach to your email copies of the already exchanged emails between you and them to show that you have done your part and its theirs now.

Yes, I have done exactly that.

It would be nice, however, if the people that a customer communicates with at EY are not just "sheeple", and can actually realize when something doesn't make sense and escalate it to somebody that can do some checking.

Yes, I have done exactly that.

It would be nice, however, if the people that a customer communicates with at EY are not just "sheeple", and can actually realize when something doesn't make sense and escalate it to somebody that can do some checking.

Do not expect that from employees of Gulf companies. In an environment with zero error tolerance employees tend to stick to the book.

Do not expect that from employees of Gulf companies. In an environment with zero error tolerance employees tend to stick to the book.

Hence the reasons I stated "it would be nice".

Anybody have problems (or success) credting Oman Air flights to EY? I have followed the retro claims process to the letter (& had my EY number on the original BPs) but so far? Nada.

Hi please mail us your details at social.media@omanair.com and we will forward your issue to our FFP team who will get back to you by next week. Thank you

Hi please mail us your details at social.media@omanair.com and we will forward your issue to our FFP team who will get back to you by next week. Thank you

Very kind - email sent - thanks for your support ^

Anybody have problems (or success) credting Oman Air flights to EY? I have followed the retro claims process to the letter (& had my EY number on the original BPs) but so far? Nada.

yes. i have had the same issue. a flight taken in June 2012. now october, no milege credit. this inspite of the fact that the number was given in the original BP as well.

Very kind - email sent - thanks for your support ^

Have heard nothing since :td:

Got another Business ticket on WY next week - I foresee the same pain :(

Have heard nothing since :td:

Got another Business ticket on WY next week - I foresee the same pain :(

Still nothing credited WY to EY. Pathetic - "partners" yeah, right!

Was rather hoping they would have sorted this problem out by now.
Took a business class flight Bangkok-Cairo return and the product was great.^
would like to fly them on this route every month but still waiting for the miles credited to my etihad account.:td:
I have booked Etihad instead for Feb flight as i cant afford to wait forever to get my miles.^
Flew same route in November on Egypt air and used my Thai FF card Number and they had the miles credited in a week?????^
If they can do it what is the problem for Oman?
:td:
Really is a shame because the rest of my experience with oman was fantastic.^

Was rather hoping they would have sorted this problem out by now.
Took a business class flight Bangkok-Cairo return and the product was great.^
would like to fly them on this route every month but still waiting for the miles credited to my etihad account.:td:
I have booked Etihad instead for Feb flight as i cant afford to wait forever to get my miles.^
Flew same route in November on Egypt air and used my Thai FF card Number and they had the miles credited in a week?????^
If they can do it what is the problem for Oman?
:td:
Really is a shame because the rest of my experience with oman was fantastic.^

I hear from EY (following much correspondence) that its Oman Air's issue. But who knows? 6 x J class sectors now & nothing credited to my EY account. I am truly p****d off :mad: Nothing from the WY lurker here either after PM-ing my details. V.v. poor. I have boycotted them for now. That's 4 more J class sectors they've lost so far...and counting...hello CX ;)

All of my experience forced me to write this: http://boardingarea.com/blogs/livefromalounge/2012/11/23/just-exactly-how-efficient-is-etihad-guest-as-a-loyalty-program/

Very interesting read.
I had problems with getting Srilankan to credit miles to my etihad account as well.:td:
Took 7 months from the date i flew untill i got them.:td:
Even had the cheek to send me 3 emails telling me that the claim period of 6 months had expired and as such i couldnt claim even though i had re-sent the original emails with the boarding passes showing i had 3 requests in for the miles to be credited 1,3 and 5 months after the original flight date.
I must say that the Etihad center at Manchester were fantastic at sorting this all out and i have never had reason to complain about the airlines service either onboard or any of there offices i have had dealings with ^
But as far as there partner airlines are concerned less than impressed.
I travel J from Bangkok to Cairo Monthly,Oman has a great product who would have got the business but i wont book again due to this so now Etihad will get a J class booking every month from me instead.
Its not as though they havnt been told before about this.
I see many posts on how bad Oman is in this respect.
Each time Oman social media sends a reply saying if we do this and that they will look into it but from what i read it doesnt get sorted.:td:
I always vote with my feet when this sort of thing happens so Oman has lost a customer.
And in the case of Noy how frustrating must that be to have taken so many J flights and got nothing for them.
Shamefull really!

I hear from EY (following much correspondence) that its Oman Air's issue. But who knows? 6 x J class sectors now & nothing credited to my EY account. I am truly p****d off :mad: Nothing from the WY lurker here either after PM-ing my details. V.v. poor. I have boycotted them for now. That's 4 more J class sectors they've lost so far...and counting...hello CX ;)

Miracles do happen?

4 x sectors (of x 6) have credited. Strangely, straight after the systems upgrade. Coincidence? Now, about the other 2 x sectors.....:rolleyes:

They have already lost out to CX on 4 x Business Class sectors & there are more to come..

Just received the following in response to my request for mileage credit. I always thought it was the operating metal that counts for mileage credit not the ticket stock. Am i being smoked..?:confused:


As a valued member of the Etihad Guest programme, you can earn miles when you fly as our guest on most flights. In this instance however, below flight was Marketed by Air Canada and operated by Sri Lankan Airlines. Due to this, we are unable to credit the miles for the below flight.

I hope everyone understand ... this is the price when you are not attach to a alliance with same platform . EY is making a a lot of partnership, and all so benefits they have with the Guest Program with those airlines , is like NON . I have flown with AirBerlin 12segments the last 2months , and every time deny access to the lounge and other benefits. EY is good for themselves, but with other alliance/partnership is just rubbish. But with the high price on ticket , high miles redemption and low earning . I have give up EY and start using CX .

Just received the following in response to my request for mileage credit. I always thought it was the operating metal that counts for mileage credit not the ticket stock. Am i being smoked..?:confused:


As a valued member of the Etihad Guest programme, you can earn miles when you fly as our guest on most flights. In this instance however, below flight was Marketed by Air Canada and operated by Sri Lankan Airlines. Due to this, we are unable to credit the miles for the below flight.

The ticket stock does not matter, but the marketing carrier does.