Jetihad? Beware! Broken Seat on a 14hr Flight - EY: "7000 miles" and get lost
Apr 23, 2015, 7:08 am
#16
Join Date: Jan 2005
Posts: 928
Apr 23, 2015, 8:09 pm
#18
Join Date: Feb 2010
Location: ORD
Programs: US Air, UA BA LH AI DELTA MARRIOTT CHOICE SGP
Posts: 9,883
Got two long hauls coming up...now starting to worry !
Employees in general all over the ME, Asia are hardly empowered to take action, use initiative to correct a problem. Such a shame.
Employees in general all over the ME, Asia are hardly empowered to take action, use initiative to correct a problem. Such a shame.
Apr 24, 2015, 2:57 pm
#19
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Benicia, California, USA
Programs: AA PLT,AS,UA PP,J6,FB,EY,LH,SQ,HH Dmd,Hyatt Glbl,Marriott Plat,IHG Plat,Accor Gold
Posts: 10,820
Sorry to hear about this experience. Other suggestions here might be better, but might threatening a complaint to the US Dept of Transportation help? (There's an online form for this.) Reportedly American carriers sometimes take this seriously Not sure if it applies to Etihad, but since the flight terminated in the US maybe the DOT has some jurisdiction.
Apr 27, 2015, 1:22 am
#20
Original Poster
Join Date: Jan 2012
Location: Lausanne
Posts: 164
[Update]
I tried to write again to their Platinum desk and copied some of EY's execs 3 days ago, but all I got was a form response and then nothing again...
What kind of useless premium customer service is this? World's leading airline my a*s*.
I travel exclusively in long-haul paid J and F between EU and Asia and between Asia and USA, is it time to jump ship?
Dear Mr LausanneBoy,
Thank you for taking time to contact the Etihad Guest Service Center.
We are in receipt of your email
Please be advised that we are looking into the concerns you have raised. Rest assured that your email has received our attention and we hope that in time, we would be able to correspond to you accordingly.
Your patience and understanding in this regard is much appreciated.
Should you require any further assistance please do not hesitate to contact us.
Yours sincerely,
[Name]
Premium Member Services
Etihad Guest
Thank you for taking time to contact the Etihad Guest Service Center.
We are in receipt of your email
Please be advised that we are looking into the concerns you have raised. Rest assured that your email has received our attention and we hope that in time, we would be able to correspond to you accordingly.
Your patience and understanding in this regard is much appreciated.
Should you require any further assistance please do not hesitate to contact us.
Yours sincerely,
[Name]
Premium Member Services
Etihad Guest
I travel exclusively in long-haul paid J and F between EU and Asia and between Asia and USA, is it time to jump ship?
Apr 27, 2015, 11:15 pm
#21
Join Date: Oct 2012
Programs: AA
Posts: 313
Really sorry that you have had such an awful experience. I am a bit surprised given that you are their elite flying on a revenue ticket. This is the time when airlines should respond quickly and find a common ground with the pax. American companies know this better and try to keep the business but probably less so for emerging carriers, especially EY since their staff don't have long term commitments to their airline or brand. Another problem is empowerment. From their case in AUH fog, we all know that many "managers" don't have the ability to change a ticket. Another surprise for me.
As the email indicates, why not wait a bit? If nothing happens, I would "jump ship". I flew them a long time ago once (revenue J, no status with them) and their promised car service didn't work as planned and their customer service was just awful at best. So I am waiting for them to grow and learn until I board them again.
In the meantime, I always wondered how these ME3 gets so highly ranked given this level of customer service...
As the email indicates, why not wait a bit? If nothing happens, I would "jump ship". I flew them a long time ago once (revenue J, no status with them) and their promised car service didn't work as planned and their customer service was just awful at best. So I am waiting for them to grow and learn until I board them again.
In the meantime, I always wondered how these ME3 gets so highly ranked given this level of customer service...
Apr 28, 2015, 12:23 am
#22
Join Date: Jul 2009
Location: YVR
Programs: TK*G
Posts: 312
This is not something that is unique to EY. The ME3 are usually good in the air, but once you hit the ground it is a complete joke. On Emirates I had a year of 200,000+ miles of paid F and during that time have been treated like absolute garbage when on the ground. On one of my flights I was downgraded from F to J because they changed plane types, I emailed Emirates to get some sort of downgrade compensation, and to this day they claim they owe me absolutely nothing.
I rant about this often, but with the ME3 anybody under a supervisor of a supervisor of a supervisor is not empowered to do anything, at all. If it isn't in their book of rules, they won't budge to help you one iota. It is incredibly frustrating because when I talk to a CSR they often completely understand the problem, know that there is a simple solution to help, but since its not in their rule book they can't do the slightest thing. Even the most common sense items, if you somehow manage to get to somebody of power they can do it at the snap of a finger, but it's impossible to get to that person that is empowered to make decisions.
I rant about this often, but with the ME3 anybody under a supervisor of a supervisor of a supervisor is not empowered to do anything, at all. If it isn't in their book of rules, they won't budge to help you one iota. It is incredibly frustrating because when I talk to a CSR they often completely understand the problem, know that there is a simple solution to help, but since its not in their rule book they can't do the slightest thing. Even the most common sense items, if you somehow manage to get to somebody of power they can do it at the snap of a finger, but it's impossible to get to that person that is empowered to make decisions.
Apr 28, 2015, 6:03 am
#23
Company Representative, Etihad
Join Date: Sep 2013
Posts: 1,815
Hi there
Please email your feedback or query to [email protected] and we will look into it. Thanks *DP
Please email your feedback or query to [email protected] and we will look into it. Thanks *DP
Apr 28, 2015, 9:25 am
#24
Original Poster
Join Date: Jan 2012
Location: Lausanne
Posts: 164
Hi there
Please email your feedback or query to [email protected] and we will look into it. Thanks *DP
Please email your feedback or query to [email protected] and we will look into it. Thanks *DP
Apr 29, 2015, 12:06 am
#25
Company Representative, Etihad
Join Date: Sep 2013
Posts: 1,815
Dear LausanneBoy
We are sorry to hear you are not happy with the offer made, kindly send us an inbox message with your case reference number (RQID) and we will have our team review this for you. We hope to hear from you soon *GW
We are sorry to hear you are not happy with the offer made, kindly send us an inbox message with your case reference number (RQID) and we will have our team review this for you. We hope to hear from you soon *GW
Apr 29, 2015, 12:14 am
#26
Join Date: Oct 2009
Location: Udon Thani, Thailand
Programs: TK E,*G, A-Club G
Posts: 869
Sorry EY, I had an unresolved issue with a get lost response, but we hope you will continue flying EY.
Strangely enough the issue does not exists any more, someone at EY made a correction???
Sure, just did my first return trip BKK-BRU on QR in J. A380 and B787, just super service and super J seats.
If EY J got 4* rating QR gets 5* from me.
I have a second QR J trip booked and paid, 1st segment will get me silver, a 3rd return in 2015 might bring me up to gold, anyone wants my remaining 26k miles?
Strangely enough the issue does not exists any more, someone at EY made a correction???
Sure, just did my first return trip BKK-BRU on QR in J. A380 and B787, just super service and super J seats.
If EY J got 4* rating QR gets 5* from me.
I have a second QR J trip booked and paid, 1st segment will get me silver, a 3rd return in 2015 might bring me up to gold, anyone wants my remaining 26k miles?
Apr 29, 2015, 1:10 am
#28
Original Poster
Join Date: Jan 2012
Location: Lausanne
Posts: 164
Update from EY
Just got this response from the "Etihad Feedback" department:
Really Etihad, are you effing kidding me? It took you all this while to come up with this idiotic response?
Our ref: -
29 April 2015
Dear Mr LausanneBoy,
We have received your correspondence from our Social Media team, and I regret to learn that you remain unhappy with our response.
I have reviewed your case on several occasions and unfortunately our response and position remains unchanged. We appreciate the inconvenience you experienced when you travelled with us and Etihad has taken on board the fact that we did not meet with your expectations, for which we are extremely sorry.
Please allow me to reiterate that we do not offer complimentary miles as a matter of course and the miles credited to your account as a gesture of goodwill can not be improved upon.
I believe your case was both factually and empathetically handled and in light of the foregoing I have to draw this case to a conclusion and now regard this matter as closed.
Thank you for your understanding.
Yours Sincerely,
[Name]
Guest Relations Officer
29 April 2015
Dear Mr LausanneBoy,
We have received your correspondence from our Social Media team, and I regret to learn that you remain unhappy with our response.
I have reviewed your case on several occasions and unfortunately our response and position remains unchanged. We appreciate the inconvenience you experienced when you travelled with us and Etihad has taken on board the fact that we did not meet with your expectations, for which we are extremely sorry.
Please allow me to reiterate that we do not offer complimentary miles as a matter of course and the miles credited to your account as a gesture of goodwill can not be improved upon.
I believe your case was both factually and empathetically handled and in light of the foregoing I have to draw this case to a conclusion and now regard this matter as closed.
Thank you for your understanding.
Yours Sincerely,
[Name]
Guest Relations Officer
Apr 29, 2015, 5:30 am
#30
Original Poster
Join Date: Jan 2012
Location: Lausanne
Posts: 164
Unbelievable
I think you guys already know my email address...otherwise how could you come up with this even more boilerplate response than your Etihad Guest Relations Officer in my pm...
Originally Posted by EtihadHelp
Dear Guest,
We have contact our team and they have confirmed they have contacted you directly and with regret there is no more that can be done from our end.
Regards *GW
We have contact our team and they have confirmed they have contacted you directly and with regret there is no more that can be done from our end.
Regards *GW
Unbelievable! One incompetent guest service agent who decided to credit my account with 7'000 miles as a "generous gesture of goodwill" without considering the details of my complaints and a bunch of other agents backing her up thinking this is sufficient. Emails to other handles at Etihad all being forwarded back to the same original incompetent agent who thinks 7'000 miles is a very generous for a broken F seat on a 14hr flight and a substandard "Jetihad" service. Is EY this severely understaffed?
Shame
Last edited by LausanneBoy; Apr 29, 2015 at 5:36 am