Has EtihadHelp actually helped?
May 27, 2015, 10:31 pm
#46
Join Date: Jan 2006
Posts: 240
Dear Guest,
We have checked your previous retro claims with us. Please accept my sincere apologies for the late response.
Please allow us some time and we will need to check it out with our Etihad Guest team if your claim has been processed. As you claimed miles on other airlines, Etihad is waiting for the confirmation from them to credit your miles in the account.
Thank you for your understanding again. *JS
We have checked your previous retro claims with us. Please accept my sincere apologies for the late response.
Please allow us some time and we will need to check it out with our Etihad Guest team if your claim has been processed. As you claimed miles on other airlines, Etihad is waiting for the confirmation from them to credit your miles in the account.
Thank you for your understanding again. *JS
May 29, 2015, 6:36 am
#47
Join Date: Sep 2012
Location: Australia and Canada
Programs: Qantas FF Plat; Virgin Aust Plat;
Posts: 799
Oh, such a tale of woe here; such a shame! Sounds like you'd have to be a bit of a Jock to have the stamina to last it out 
I'm hoping my recent Gold status match wasn't in vain.
I'm hoping my recent Gold status match wasn't in vain.
Jun 10, 2015, 8:09 am
#49
Join Date: Jan 2014
Location: New York
Programs: AA EXP, EY Gold, SPG Gold, Hilton Gold, IHG Gold, Hertz 5*, Global Entry
Posts: 245
While it is clear EtihadHelp isn't really empowered to do anything other than direct you contact them, there does seem to be one rep, *JP, who does appear to read your issue and respond with an answer relating to your issue. While my issue/question is still unresolved, I'd feel more confidence is the other agents came back with answers like *JP's.
EtihadHelp could learn a thing or two from how Starwood Lurkers operate in their section of the forum.
EtihadHelp could learn a thing or two from how Starwood Lurkers operate in their section of the forum.
Jun 10, 2015, 10:28 am
#50
Company Representative, Etihad
Join Date: Sep 2013
Posts: 1,813
While it is clear EtihadHelp isn't really empowered to do anything other than direct you contact them, there does seem to be one rep, *JP, who does appear to read your issue and respond with an answer relating to your issue. While my issue/question is still unresolved, I'd feel more confidence is the other agents came back with answers like *JP's.
EtihadHelp could learn a thing or two from how Starwood Lurkers operate in their section of the forum.
EtihadHelp could learn a thing or two from how Starwood Lurkers operate in their section of the forum.
Sorry for the late response.
We have a social media team and we are all here at your service.
As you have mentioned that your issue is still unsolved. Can you please clarify your query so we can assist you in due course.
We look forward to hearing for you soon.
Thank you. *JS
Jun 10, 2015, 11:16 am
#51
Join Date: Jan 2015
Location: England
Posts: 1,361
The theme on FT is that EtihadHelp is a bot, but I'm starting to think their entire company is. I received this text message earlier:
Flight EY12, scheduled to leave LHR on Aug 26, 2015 at 09:30AM, has been changed.
Your new flight is EY12, departing LHR on Aug 26, 2015 at 09:30AM.
Thanks. For. That.
Flight EY12, scheduled to leave LHR on Aug 26, 2015 at 09:30AM, has been changed.
Your new flight is EY12, departing LHR on Aug 26, 2015 at 09:30AM.
Thanks. For. That.
Jun 10, 2015, 2:12 pm
#55
Join Date: Nov 2007
Location: UK
Programs: EK Gold, EY Gold, Bonvoy LT Titanium, IHG Spire Ambassador, Hilton Diamond
Posts: 330
yes etihadhelp certainly is a robot
I sent a request to them 2 weeks back. No response. I think messages just get forwarded to the usual channels.
I have sent another email today about missing miles. Also told them its the final chance to resolve before i cc <redacted>
i found last time i cc'd their CEO i had a phone call and 2 emails within 12 hrs and the matter was resolved.
Its a shame this is the only way to get a quick response. But now am only prepared to send 2 emails before escalation.
I sent a request to them 2 weeks back. No response. I think messages just get forwarded to the usual channels.
I have sent another email today about missing miles. Also told them its the final chance to resolve before i cc <redacted>
i found last time i cc'd their CEO i had a phone call and 2 emails within 12 hrs and the matter was resolved.
Its a shame this is the only way to get a quick response. But now am only prepared to send 2 emails before escalation.
Last edited by JDiver; Jun 10, 2015 at 10:27 pm Reason: http://www.flyertalk.com/help/rules.php#privacy
Jun 24, 2015, 3:52 am
#56
Join Date: Feb 2015
Programs: Emirates, Etihad
Posts: 7
I used etihad help through the email [email protected] and to be fair the response to my query was quick although the reply below although technically correct was quite disconcerting.
"We are really sorry for the misleading information from Etihad.
We have changed our Chauffeur Service policy since last year. As you can see from the T&C under 'Booking Chauffeur' page. The special fare class is not entitled for the service currently.
Please accept my sincere apologies for this and we believe you can still experience one of the best inflight experience with us."
But at least i am clear on their position. With this and the changes to the guest programme I will now try other carrier's which is something i have not been bothered to try before.
"We are really sorry for the misleading information from Etihad.
We have changed our Chauffeur Service policy since last year. As you can see from the T&C under 'Booking Chauffeur' page. The special fare class is not entitled for the service currently.
Please accept my sincere apologies for this and we believe you can still experience one of the best inflight experience with us."
But at least i am clear on their position. With this and the changes to the guest programme I will now try other carrier's which is something i have not been bothered to try before.
Jun 24, 2015, 4:03 am
#57
Join Date: Sep 2014
Location: UK
Programs: Etihad Gold, Qatar Gold, flying Blue, Falcon, Lufthansa, Eva
Posts: 1,428
I wonder how many others have taken the same decision as we have as a result of these decisions
Jun 24, 2015, 4:04 am
#58
FlyerTalk Evangelist
Join Date: Mar 2008
Location: Netherlands
Programs: KL Platinum; A3 Gold
Posts: 28,694
EtihadHelp has, in my eyes, damaged Etihad's reputation, and continues to chip away at this with every intervention.
Etihad clearly are at the bottom of the scale when it comes to cumstomer complaint handling. For all those who profess a love for Etihad - I used to be one, too! - just keep praying that you continue to have no need to rely on them to sort out any problems that you may encounter. And not even big, challenging problems - just the normal day-to-day stuff that any airline should be expected to cope with with minimum fuss and delay.
I used to love Etihad. Certainly, the lounges, and the service in the air are generally excellent. But when you need the airline or the FFP to sort out an issue for you, it's as if you're dealing with a different entity. Even Ryanair, before its new customer-friendly incarnation, would be embarrassed by the standard of handling of customer complaints and issues.
And it is made all the more galling knowing that there is a team of "helpers" posting here from the EtihadHelp account when they are actually doing little or nothing to "help", and knowing that there are thousands of issues and tickets stacked up on their desk, dating back several months, which they clearly are ignoring in order to waste their time and ours with their posts here on FT.
Etihad clearly are at the bottom of the scale when it comes to cumstomer complaint handling. For all those who profess a love for Etihad - I used to be one, too! - just keep praying that you continue to have no need to rely on them to sort out any problems that you may encounter. And not even big, challenging problems - just the normal day-to-day stuff that any airline should be expected to cope with with minimum fuss and delay.
I used to love Etihad. Certainly, the lounges, and the service in the air are generally excellent. But when you need the airline or the FFP to sort out an issue for you, it's as if you're dealing with a different entity. Even Ryanair, before its new customer-friendly incarnation, would be embarrassed by the standard of handling of customer complaints and issues.
And it is made all the more galling knowing that there is a team of "helpers" posting here from the EtihadHelp account when they are actually doing little or nothing to "help", and knowing that there are thousands of issues and tickets stacked up on their desk, dating back several months, which they clearly are ignoring in order to waste their time and ours with their posts here on FT.
Jun 24, 2015, 5:15 am
#59
Join Date: Sep 2014
Location: UK
Programs: Etihad Gold, Qatar Gold, flying Blue, Falcon, Lufthansa, Eva
Posts: 1,428
EtihadHelp has, in my eyes, damaged Etihad's reputation, and continues to chip away at this with every intervention.
Etihad clearly are at the bottom of the scale when it comes to cumstomer complaint handling. For all those who profess a love for Etihad - I used to be one, too! - just keep praying that you continue to have no need to rely on them to sort out any problems that you may encounter. And not even big, challenging problems - just the normal day-to-day stuff that any airline should be expected to cope with with minimum fuss and delay.
I used to love Etihad. Certainly, the lounges, and the service in the air are generally excellent. But when you need the airline or the FFP to sort out an issue for you, it's as if you're dealing with a different entity. Even Ryanair, before its new customer-friendly incarnation, would be embarrassed by the standard of handling of customer complaints and issues.
And it is made all the more galling knowing that there is a team of "helpers" posting here from the EtihadHelp account when they are actually doing little or nothing to "help", and knowing that there are thousands of issues and tickets stacked up on their desk, dating back several months, which they clearly are ignoring in order to waste their time and ours with their posts here on FT.
Etihad clearly are at the bottom of the scale when it comes to cumstomer complaint handling. For all those who profess a love for Etihad - I used to be one, too! - just keep praying that you continue to have no need to rely on them to sort out any problems that you may encounter. And not even big, challenging problems - just the normal day-to-day stuff that any airline should be expected to cope with with minimum fuss and delay.
I used to love Etihad. Certainly, the lounges, and the service in the air are generally excellent. But when you need the airline or the FFP to sort out an issue for you, it's as if you're dealing with a different entity. Even Ryanair, before its new customer-friendly incarnation, would be embarrassed by the standard of handling of customer complaints and issues.
And it is made all the more galling knowing that there is a team of "helpers" posting here from the EtihadHelp account when they are actually doing little or nothing to "help", and knowing that there are thousands of issues and tickets stacked up on their desk, dating back several months, which they clearly are ignoring in order to waste their time and ours with their posts here on FT.
I resent it and 10 days later asked for some feedback and i got back the standard letter including the sentence
The feedback outlined in your e-mail message is invaluable to us and will be conveyed to our Etihad Guest department for their review.
Now had they said that it had already been forwarded for consideration at least I might have felt something had been done
Jul 1, 2015, 7:17 am
#60
Join Date: May 2009
Location: SIN (with a bit of ZRH sprinkled in)
Posts: 9,448
Having started to read this forum as I've some EY flights coming up later this year, I've wondered the same. It's the same as with other airlines having some clueless interns "taking care" their Facebook websites: It's contra productive..