B747-437B

I flew last week on a Jet Airways flight from Mumbai to Dubai. My EY Gold number was in the PNR.

At check-in, I was denied access to the priority checkin line (despite presenting the EY Gold card) as I was advised that EY Gold do not have benefits on 9W operated flights, but only 9W elites have benefits on EY operated flights.

When I showed them the web page on Etihad's site ( http://www.etihadguest.com/en/earn-m...e/jet-airways/ ) that states very clearly that there is entitlement to Priority Checkin, Priority Boarding, Extra Baggage Allowance and Lounge Access for EY Gold, they got very defensive and ultra-polite.

"Sir, this airline is Jet Airways sir. This website you are showing us is for Etihad Airways sir. That is a different airline sir. I am sorry but we cannot do anything about something that is put on another website in error sir. There is nothing on the Jet Airways website about Etihad Airways Gold cards sir. Only about Jet Airways Gold cards flying on Etihad Airways flights sir. So sorry sir. Please take it up with Etihad Airways sir. They should not have given you wrong information sir."

So what exactly is the policy for EY Gold flying on 9W metal? The website seems to be very clear, but I can't be the only person who has had this problem if multiple 9W staff at their biggest hub seem to be unaware of the partnership.

Karan

Good to see you B 747-437B

This definitely seems to be Jet Children Business

Should have asked for the duty manager and given the person a earful

Very disappointed to see this , just when you think things are improving

Karan

gametitans

Im sure the staff at check in was ignorant. i flew domestically and checked into the business class counter, was able to use the lounge and also was upgraded so at times like these call the duty manager.

yabadoo

This is the typical absurdness that drives me crazy whenever using one airlines FF status on another airline. While the website may state one thing, the robots at checkin, gate and elsewhere will parrot something else. Infuriating. Sometimes I wonder why airlines even bother to tie up with each other if they're not going to bother to train their staff appropriately.

NoY

Typical of the so-called joined up “partner” airline arrangements that EY are so fond of. EY & their partners have a loooonng way to go to fix stuff like this. Too much to soon without any real depth being applied to such matters, especially where their partners are concerned. Proper alliances tend not to be this way. Sad, really.

yabadoo

To a certain extent I can give some latitude and understanding to this when something new is being implemented, there is always initial teething problems, but airlines often don't even acknowledge that there is in fact a problem that needs to be fixed, instead they're adept at blaming their partner airline or passing the buck or even worse, making it look like in fact it's all your fault.
Eventually these unwieldy alliances will fall apart if EY cannot enforce some consistency and uniformity in how it's FF program is rolled out and implemented with partners.

B747-437B

Trying to get clarification out of Jet Airways on this issue is impossible. Their Guest Relations people seem to lack basic comprehension skills.


I give up!

minmaguire

Why not email jet privilege and see what they say?!

B747-437B

I have. They haven't responded yet.

yabadoo

^

This is the single biggest problem with customer facing/dealing staff, where they are not adequately trained or just don't have problem solving skills to address and alleviate an issue or query. You just end up dealing with stereotypes parroting corporate pieties and formulaic responses with little or no thought.

Having said that, I would not be surprised that EY have an automated computer program that "reads" your email and based on certain key words and sentences automatically spews out a canned response like you've been receiving (I believe there are some large corporations here in the US who use this technology as a first line of response before an email get's seen/read by a real human).

I actually had a similar issue, miles were not being credited for 2 sectors flown (had upgraded using the bidding for upgrades system, system doesn't recognize fare class when issued new BP, so no miles are credited). I emailed, called etc., was promised rectification, nothing ever happened. After 4-5 months I gave up, just had enough.

B747-437B

The JetPrivilege random word generator has come to life.

Looks like nobody is willing to actually admit that there are benefits due, or benefits not due in this case.

burito

Is it possible to apply any of EY benefits (purely theoretically after the "nice" B747-437B`s experience) on the 9W marked flight (589- eticket) to India from Munich, where international segment is operated by LH and the intra-indian with 9W?

Sachdev

Hi
I flew from LHR/MAA via Bom on Jet in July 2014
Had almost a similar experience.
In LHR I was sent by the SKY Lounge,which Jet uses,to EY Lounge,where a nice and helpful lady called SKY lounge and firmly explained the rules.I was surprised at the ignorance of the staff at the SKY Lounge.
I had no problem in BOM domestic lounge,nothing great except the free wifi is limited to 30mins only.
On return staff at MAA domestic lounge were unaware of the arrangement between EY and 9W but allowed me in.
Guess what at BOM they were totally lost,took my card,boarding card,passport details before letting me in.
Its not EY fault.
There has to a change in 9W mind set and EY has to ensure that the check in staff is aware of the rules

B747-437B

The ping-pong continues.

Etihad responded that I am entitled to lounge access when flying with Virgin Australia.

I responded that Virgin Australia had nothing to do with my question and that I was asking about Jet Airways.

Etihad apologised for the error but advised that I should enquire from Jet Airways regarding benefits for Jet Privilege members flying on Virgin Australia.

I responded that I was not a Jet Privilege member, nor was I flying Virgin Australia.

Etihad forwarded my message to Jet Privilege to answer.

Jet Privilege has responded to ask for my Jet Privilege number so that they can better assist me.

Am I dealing with a bunch of morons in the twilight zone????

gkl

B747: hilarious ^
Why does this sound so familiar to me dealing with EY?
Though their onboard experience is in my view outstanding, their service center seems to have room for improvement.