Etihad Call Center Germany : what a mess...good luck !
#1
Original Poster
Join Date: Oct 2003
Location: Germany
Posts: 175
Etihad Call Center Germany : what a mess...good luck !
I just called Etihad Call Center in Germany because I wanted to book an award CGK-DPS on Garuda for 2016 (I checked availaibility before on AF and DL)
Me: "I want to book an award with Etihad Partner Garuda: CGK-DPS"
First agent (german): "we cannot book this because there is no etihad leg in it...."
Me: "but it is an award on partner Garuda"
Agent: "we cannont book awards on Garuda"
Me: "Award means with miles"
Agent: "aaah with miles...ok..yes we can book this...oh sorry my system doesn't work...I call you back" (yes of course !!)
I called immediatly again the German Etihad Call Center, this time I chose to speak in english
Me: "I want to book an award with Etihad Partner Garuda: CGK-DPS"
second agent (english) : "Garuda ? which airport is this ?"
Me: "Garuda is not an airport, it is a partner"
Agent: "Yes but I need to know which airport Garuda is"
I hang up.
I called immediatly again the German Etihad Call Center, this time I chose again to speak in german. I reached another agent.
Me: "I want to book an award with Etihad Partner Garuda: CGK-DPS"
Third agent (german) : "Hmm Garuda..yes...we have some problems with the system but I will try"
Me: "Fine..."(then I gave all the flight and airport data to the agent)
it took some time in the queue....
Agent: "sorry sir I cannot book this. Partner awards can only be booked 2 weeks before the travel date !"
Me : "I think you mean that Garuda partner awards MUST be booked at least 2 weeks in advanced. This is written on your web site"
Agent : "No sir, partner awards can only be booked 2 weeks before travel date.This is a new policy since April 1st"
Maybe an April 1st fools joke...LOL
My last trial, I called the Etihad Call Center in UK (I am german and live in Germany). The agent (a woman) there was very very friendly and with some help it worked fine and I got my ticket.
Normally I try to book online and this works fine and I really like to fly with etihad and their product is nice. But the call center knowledge in Germany is lousy.
Me: "I want to book an award with Etihad Partner Garuda: CGK-DPS"
First agent (german): "we cannot book this because there is no etihad leg in it...."
Me: "but it is an award on partner Garuda"
Agent: "we cannont book awards on Garuda"
Me: "Award means with miles"
Agent: "aaah with miles...ok..yes we can book this...oh sorry my system doesn't work...I call you back" (yes of course !!)
I called immediatly again the German Etihad Call Center, this time I chose to speak in english
Me: "I want to book an award with Etihad Partner Garuda: CGK-DPS"
second agent (english) : "Garuda ? which airport is this ?"
Me: "Garuda is not an airport, it is a partner"
Agent: "Yes but I need to know which airport Garuda is"
I hang up.
I called immediatly again the German Etihad Call Center, this time I chose again to speak in german. I reached another agent.
Me: "I want to book an award with Etihad Partner Garuda: CGK-DPS"
Third agent (german) : "Hmm Garuda..yes...we have some problems with the system but I will try"
Me: "Fine..."(then I gave all the flight and airport data to the agent)
it took some time in the queue....
Agent: "sorry sir I cannot book this. Partner awards can only be booked 2 weeks before the travel date !"
Me : "I think you mean that Garuda partner awards MUST be booked at least 2 weeks in advanced. This is written on your web site"
Agent : "No sir, partner awards can only be booked 2 weeks before travel date.This is a new policy since April 1st"
Maybe an April 1st fools joke...LOL
My last trial, I called the Etihad Call Center in UK (I am german and live in Germany). The agent (a woman) there was very very friendly and with some help it worked fine and I got my ticket.
Normally I try to book online and this works fine and I really like to fly with etihad and their product is nice. But the call center knowledge in Germany is lousy.
#2
Company Representative, Etihad
Join Date: Sep 2013
Posts: 1,810
Dear schoppy,
We are sorry to hear about the experience you have encountered with our reservations team, we would like to further investigate this for you, kindly send this feedback to [email protected] and we will have our team look into this for you. We apologise for any inconvenience caused
Kind regrads *GW
We are sorry to hear about the experience you have encountered with our reservations team, we would like to further investigate this for you, kindly send this feedback to [email protected] and we will have our team look into this for you. We apologise for any inconvenience caused
Kind regrads *GW