Programs: LH Miles & More, Etihad Guest,Hilton Honors, SPG gold, Priority Club Platinum
Inefficient retro claims at Etihad Guest
On May 4th 2012 I flew from Abu-Dhabi to Brussels with Etihad. Later-on I noticed that the flight was mentioned on my mileage statement but with zero miles! I have wrote to Etihad Guest retro-claims but have got no answer.
I have since then sent 4 reminders but never got any answer whatsoever. I phoned their call center 2 times and was promised that I will be "soon"credited with the missing miles. But still nothing!
I can understand that because of a bug in the system you do not get credited of your miles, but what I can not understand is that they do not even bother to answer your e-mails or take any action after your calls in spite of the promises.
I find it extremely frustrating as in the meantime you can just do nothing else!
I also flew several times with Omanair and registered online my Etihad Guest number. Useless to say that I never got one mile of these flights that appeared on my Mileage status!
All in all, very inefficient and unprofessional Etihad Guest service and a lot of time loss and frustration
Programs: EK Gold, VA Gold, BA Bronze, QF Bronze, ME Blue
A friend has seen mixed results retro claiming about 3 months ago. He got a reply within 24 hours saying it will be looked into. A week later another email comes through claiming that the miles have been already credited (quoting a completely different booking).
My friend then emails copies of his ticket, wasting a good half hour of his time to explain which flights he took, sort of spoon feeding them what they should be looking at.
The reply from EY comes in a week later saying things will be looked into and less than 24 hours later miles appear in the account.
He just completed another trip with them, and despite having his guest number on the ticket and boarding passes, he is yet to see his points credited. It gets weary just thinking about having to chase up the miles.
They used to have an excellent online tool but they took it down for no apparent reason. Why oh why?
I know this might sound like a long stretch. But this is reminiscent of GF back in the days. Around 2003 I sent a praise and a complaint to GF about one of their flights, only to get a month later via snail mail a letter thanking me for suggesting a no-cigarettes policy (..., at the time I think all of their flights had been smoke free for a couple of years). As if the folks that had worked at GF have moved on to EY (they sort of did). EK's Skywards, by contrast, has been nothing short of stellar.
I'm in the same boat relating to an upgrade I made on 2 flights in February. Credited with 0 miles.
Emailed 4 times now, each time with a copy of ticket, boarding passes, etc, initially just to the retroclaims email and subsequently copied emails to both retro and the general 'Guest' customer service, and received absolutely no response from anybody....nothing at all.
The 6 month retroclaim window is fast approaching - anybody got any ideas as to how to get your miles??