Has EtihadHelp actually helped?
Jul 2, 2015, 3:57 am
#65
Join Date: Sep 2014
Location: UK
Programs: Etihad Gold, Qatar Gold, flying Blue, Falcon, Lufthansa, Eva
Posts: 1,428
*Where appropriate they should provide answers to questions on the site
*Where appropriate they should pick up a complaint (best by PM) and then take ownership to solve the issue
*They should be compiling a summary of all issues raised on all the social media, direct complaints to the airline and customer satisfaction research and reporting monthly to the Board
The problem is that Etihad seem to think the solution is simply having someone responding saying please "pm" me and not addressing the real issues that are sometimes raised and need addressing.
Used properly this could be a valuable resource to Etihad shame it is not
Jul 2, 2015, 4:11 am
#66
Join Date: Sep 2014
Location: UK
Programs: Etihad Gold, Qatar Gold, flying Blue, Falcon, Lufthansa, Eva
Posts: 1,428
By the way readers might like to read posts 17 and 18 on this thread
http://www.flyertalk.com/forum/etiha...l#post25058520
http://www.flyertalk.com/forum/etiha...l#post25058520
Jul 2, 2015, 5:45 am
#67
Join Date: Nov 2002
Location: Australia
Posts: 138
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.
Jul 2, 2015, 1:51 pm
#69
Join Date: Jan 2015
Location: England
Posts: 1,361
I contacted EtihadHelp twice via PM. One regarding fare rules for flights, which they responded to with useless information that wasn't relevant. When I pointed this out, they just told me to email their generic email address. With about 15 minutes of Googling and using these forums, I was able to find the answer in the end, which goes to show how poorly trained the people are. Secondly, AMEX had the 25% bonus points on if you transferred before the 30th June and after nearly 2 weeks of waiting they have not arrived, so after numerous contacts I thought I'd try EtihadHelp again, and just got told it wasn't great and they'd try and contact. Upon asking for an update, nothing 3 days later. I don't think it's fair to talk about someone in such a derogatory light, as ultimately it is a human being at the end of the keyboard, but I will say that what others have said, and that they appear to be doing more damage than good by being here and giving the false impression they can or will help.
Jul 2, 2015, 4:01 pm
#70
Join Date: Mar 2007
Posts: 4,784
I PM'ed EtihadHelp to change Etihad Express coach bus timing
Let's see how that works out, I have no expectation (which means I'll call their reservation line later)
I'm Etihad Gold
but honestly, I doubt their Etihad-Gold-only Twitter may be much of use too
Let's see how that works out, I have no expectation (which means I'll call their reservation line later)
I'm Etihad Gold
but honestly, I doubt their Etihad-Gold-only Twitter may be much of use too
Jul 2, 2015, 5:53 pm
#71
Join Date: Jan 2006
Posts: 240
The Etihad - Gold Twitter is the worst of the lot and they have absolutely no clue of what they are saying.. Gosh! I have never seen anything more stereotyped than these characters of Etihad
Jul 3, 2015, 10:28 am
#72
Company Representative, Etihad
Join Date: Sep 2013
Posts: 1,815
We have informed our reservation team to assist you to change the coach time.
Thank you. *JS
Jul 4, 2015, 4:55 am
#74
Company Representative, Etihad
Join Date: Sep 2013
Posts: 1,815
Thank you for your feedback. We do understand this and we are trying to serve a better customer service here.
While sometimes the issues are related to other departments and airlines, Etihad will need to liaise with the concerned team to get a response.
We will strive to enhance the customer service and provide a more pleasant flight experience. Thank you. *JS
Jul 6, 2015, 2:16 am
#75
Join Date: Nov 2002
Location: Australia
Posts: 138
I contacted EtihadHelp twice via PM. One regarding fare rules for flights, which they responded to with useless information that wasn't relevant. When I pointed this out, they just told me to email their generic email address. With about 15 minutes of Googling and using these forums, I was able to find the answer in the end, which goes to show how poorly trained the people are. Secondly, AMEX had the 25% bonus points on if you transferred before the 30th June and after nearly 2 weeks of waiting they have not arrived, so after numerous contacts I thought I'd try EtihadHelp again, and just got told it wasn't great and they'd try and contact. Upon asking for an update, nothing 3 days later. I don't think it's fair to talk about someone in such a derogatory light, as ultimately it is a human being at the end of the keyboard, but I will say that what others have said, and that they appear to be doing more damage than good by being here and giving the false impression they can or will help.