Horrible customer service and generic replies
May 18, 2015, 6:01 pm
#17
Join Date: Oct 2013
Posts: 353
Dear Goodtimes321,
first of all, we would like to genuinely thank you for your efforts and your honest feedback. We are sad to hear about your disappointment with us, and regret that you did not get a satisfying answer from us during our latest correspondence.
If we can do anything for you in the future, please don't hesitate to contact us. Our Guest Affairs team, and also our Social Media team are here for you 24/7. We are real people with real and quick typing fingers
.
But for now, we just wanted to take the opportunity to thank you for your honesty and apologize for the way things were handled.
Warm regards,
*JP
first of all, we would like to genuinely thank you for your efforts and your honest feedback. We are sad to hear about your disappointment with us, and regret that you did not get a satisfying answer from us during our latest correspondence.
If we can do anything for you in the future, please don't hesitate to contact us. Our Guest Affairs team, and also our Social Media team are here for you 24/7. We are real people with real and quick typing fingers
.But for now, we just wanted to take the opportunity to thank you for your honesty and apologize for the way things were handled.
Warm regards,
*JP
Dear pml147,
That's not good to hear. We would like to thank you for your honest and straight up feedback. Kindly know, we are taking note of this and are using this feedback to improve our services for you.
If there is anything we can do to help, please do not hesitate to contact us in the future. We will be glad to help. You can also reach out to us on our Social Media channels at any time.
Best regards,
*JP
That's not good to hear. We would like to thank you for your honest and straight up feedback. Kindly know, we are taking note of this and are using this feedback to improve our services for you.
If there is anything we can do to help, please do not hesitate to contact us in the future. We will be glad to help. You can also reach out to us on our Social Media channels at any time.
Best regards,
*JP
May 18, 2015, 7:45 pm
#18
Join Date: Dec 2004
Posts: 5,633
May 19, 2015, 7:39 pm
#19
Join Date: Feb 2012
Location: YYZ
Programs: UA Plt HertzpresC Avisfirst
Posts: 119
Dear Goodtimes321,
first of all, we would like to genuinely thank you for your efforts and your honest feedback. We are sad to hear about your disappointment with us, and regret that you did not get a satisfying answer from us during our latest correspondence.
If we can do anything for you in the future, please don't hesitate to contact us. Our Guest Affairs team, and also our Social Media team are here for you 24/7. We are real people with real and quick typing fingers.
But for now, we just wanted to take the opportunity to thank you for your honesty and apologize for the way things were handled.
Warm regards,
*JP
first of all, we would like to genuinely thank you for your efforts and your honest feedback. We are sad to hear about your disappointment with us, and regret that you did not get a satisfying answer from us during our latest correspondence.
If we can do anything for you in the future, please don't hesitate to contact us. Our Guest Affairs team, and also our Social Media team are here for you 24/7. We are real people with real and quick typing fingers
.But for now, we just wanted to take the opportunity to thank you for your honesty and apologize for the way things were handled.
Warm regards,
*JP
May 21, 2015, 3:18 am
#20
Join Date: Sep 2014
Location: UK
Programs: Etihad Gold, Qatar Gold, flying Blue, Falcon, Lufthansa, Eva
Posts: 1,432
Afraid so
I have spoken with the telephone help desk twice now about a problem with my booking and despite promises am without success.
I emailed Guestgold and feedback 24 hours ago with the complaint and have NOT even had an acknowledgement
I have spoken with the telephone help desk twice now about a problem with my booking and despite promises am without success.
I emailed Guestgold and feedback 24 hours ago with the complaint and have NOT even had an acknowledgement
May 21, 2015, 3:52 am
#21
FlyerTalk Evangelist
Join Date: Mar 2008
Location: Netherlands
Programs: KL Platinum; A3 Gold
Posts: 28,797
Those who can should sign up to the Etihad Premium channel. It seems that these queries are actually dealt with in the manner that any reasonable person would expect.
I'm not a serial complainer (and I dislike the posters upthread who seem to suggest that if you receive poor service, it's because you deserve it). But I've had reason to "complain" 3 times so far this year - all for the same (still unresolved) mileage crediting problem.
I had a basic, simple missing mileage request on the back of a rerouting during the fog closure in January. Twice I requested the miles via the normal channels. Twice the request failed - the first after a delay of 2 months, the second after a delay of almost 3 months - the second one with a perky email telling me that "the miles had already been posted". Whoever finalised the investigation didn't even look at the flights that I had highlighted in my email - and ended up telling me that I had received the miles for the outbound, when it was the miles for the inbound that I was enquiring about.
I've taken it up now with the Etihad Premium channel, and while it's not still not been resolved in the initial timeframe that they stated last week, it does seem as if someone is actually engaging with, and understanding, the problem this time.
I'm not a serial complainer (and I dislike the posters upthread who seem to suggest that if you receive poor service, it's because you deserve it). But I've had reason to "complain" 3 times so far this year - all for the same (still unresolved) mileage crediting problem.
I had a basic, simple missing mileage request on the back of a rerouting during the fog closure in January. Twice I requested the miles via the normal channels. Twice the request failed - the first after a delay of 2 months, the second after a delay of almost 3 months - the second one with a perky email telling me that "the miles had already been posted". Whoever finalised the investigation didn't even look at the flights that I had highlighted in my email - and ended up telling me that I had received the miles for the outbound, when it was the miles for the inbound that I was enquiring about.
I've taken it up now with the Etihad Premium channel, and while it's not still not been resolved in the initial timeframe that they stated last week, it does seem as if someone is actually engaging with, and understanding, the problem this time.
May 21, 2015, 10:11 am
#22
Company Representative, Etihad
Join Date: Sep 2013
Posts: 1,819
Those who can should sign up to the Etihad Premium channel. It seems that these queries are actually dealt with in the manner that any reasonable person would expect.
I'm not a serial complainer (and I dislike the posters upthread who seem to suggest that if you receive poor service, it's because you deserve it). But I've had reason to "complain" 3 times so far this year - all for the same (still unresolved) mileage crediting problem.
I had a basic, simple missing mileage request on the back of a rerouting during the fog closure in January. Twice I requested the miles via the normal channels. Twice the request failed - the first after a delay of 2 months, the second after a delay of almost 3 months - the second one with a perky email telling me that "the miles had already been posted". Whoever finalised the investigation didn't even look at the flights that I had highlighted in my email - and ended up telling me that I had received the miles for the outbound, when it was the miles for the inbound that I was enquiring about.
I've taken it up now with the Etihad Premium channel, and while it's not still not been resolved in the initial timeframe that they stated last week, it does seem as if someone is actually engaging with, and understanding, the problem this time.
I'm not a serial complainer (and I dislike the posters upthread who seem to suggest that if you receive poor service, it's because you deserve it). But I've had reason to "complain" 3 times so far this year - all for the same (still unresolved) mileage crediting problem.
I had a basic, simple missing mileage request on the back of a rerouting during the fog closure in January. Twice I requested the miles via the normal channels. Twice the request failed - the first after a delay of 2 months, the second after a delay of almost 3 months - the second one with a perky email telling me that "the miles had already been posted". Whoever finalised the investigation didn't even look at the flights that I had highlighted in my email - and ended up telling me that I had received the miles for the outbound, when it was the miles for the inbound that I was enquiring about.
I've taken it up now with the Etihad Premium channel, and while it's not still not been resolved in the initial timeframe that they stated last week, it does seem as if someone is actually engaging with, and understanding, the problem this time.
We regret to hear about your experience with us. Kindly send your Etihad Guest number via private message to look into this for you. *ES
May 25, 2015, 10:01 am
#23
Join Date: Aug 2000
Location: Exile
Posts: 15,667
Except that they take 2 weeks or more to actually approve you for the Etihad Premium channel. I've been waiting 15 days now. Still, 3 months to be approved and maybe 1-2 months for an answer would still be faster than their usual customer service responses. I'm still waiting for a mileage credit from last November.
May 25, 2015, 11:09 am
#24
Join Date: Dec 2013
Location: FRA
Programs: EY Guest Platinum; A3 Gold; Delta Platinum, BA Silver, IHG Gold
Posts: 484
I am not a big fan of their guestgold-email. However, their Facebook team does a good job. Had a few (mostly smaller issues) such as lost booking confirmation, seat changes and so on and they were mostly able to reply within an hour. Therefore is the Facebook service my choice over email and phone.
May 26, 2015, 3:48 am
#25
Company Representative, Etihad
Join Date: Sep 2013
Posts: 1,819
Except that they take 2 weeks or more to actually approve you for the Etihad Premium channel. I've been waiting 15 days now. Still, 3 months to be approved and maybe 1-2 months for an answer would still be faster than their usual customer service responses. I'm still waiting for a mileage credit from last November.
*ES
May 26, 2015, 3:50 am
#26
Company Representative, Etihad
Join Date: Sep 2013
Posts: 1,819
I am not a big fan of their guestgold-email. However, their Facebook team does a good job. Had a few (mostly smaller issues) such as lost booking confirmation, seat changes and so on and they were mostly able to reply within an hour. Therefore is the Facebook service my choice over email and phone.
Etihad social media team
*ES
May 26, 2015, 4:46 am
#27
Join Date: Sep 2014
Location: UK
Programs: Etihad Gold, Qatar Gold, flying Blue, Falcon, Lufthansa, Eva
Posts: 1,432
This is the Etihad guest charter!
At Etihad Airways, customer care assumes a new significance
At the core of our endeavor to maintain a lasting relationship with our customers is our firm belief that when people fly with us, they fly as our guests and not as passengers. All our services on the ground and on board are guided by our unique, 'guest-first' philosophy.
We seek to establish a relationship with you through all stages of your journey with us, right from planning and booking your travel to reaching you to your destination and taking action on your feedback, if any. Our Guest Affairs team is always at your service, ensuring that you get a quick, satisfactory response to your queries, suggestions and complaints.
At Etihad Airways, customer care assumes a new significance
At the core of our endeavor to maintain a lasting relationship with our customers is our firm belief that when people fly with us, they fly as our guests and not as passengers. All our services on the ground and on board are guided by our unique, 'guest-first' philosophy.
We seek to establish a relationship with you through all stages of your journey with us, right from planning and booking your travel to reaching you to your destination and taking action on your feedback, if any. Our Guest Affairs team is always at your service, ensuring that you get a quick, satisfactory response to your queries, suggestions and complaints.
May 26, 2015, 1:05 pm
#28
Join Date: Apr 2005
Location: OOL/DOH
Programs: QF LTS WP, Avis Pres Club, HH Diam.
Posts: 3,192
Horrible customer service and generic replies
What rubbish!
On board they are wonderful (in my experience which has been in F and J), otherwise their customer service is crap!
On board they are wonderful (in my experience which has been in F and J), otherwise their customer service is crap!
May 27, 2015, 4:42 am
#30
formerly declinespecificinformatiom
Join Date: Jul 2011
Location: USA
Posts: 1,140
I personally think the mods should ban Etihadhelp from the board for at least a week. They have too many generic replies that don't answer the question or just point you to the 1-800. Really not why I come to flyertalk.