Very poor and disappointing Etihad Guest Customer care services
#1
Original Poster
Join Date: Sep 2017
Posts: 3
Very poor and disappointing Etihad Guest Customer care services
I recently booked my very first Etihad flight (Emirates FF) to my hometown Manchester. Which I booked on 30/8/17.
I called on 1/9/17 after having multiple failed attempts at creating an Etihad guest account online. The lady I spoke to asked me to 'keeptrying' despite me telling her that I have been trying for over 24hrs! The conclusive solution to tha call was for me to call back in few hours if I was still unable to do this online since the website might be under maintenance.
I obliged and called back and had to relay the whole story again. After checking with other colleagues the Etihad customer care advisor took all my personal details and said she would forward it to the relevant team and I should receive an email with details of my guest account within a maximum period of 72hrs.
Once again I obliged and remained patient. This patience lasted until today 9/9/17 when I called the customer care team again after not having received any email about my account application. I was told there was no record of my request or any information! So over a week later there is nothing! Just denial! When I asked for a solution I was told they'd contact me Monday 11th which is when I travel out so then they said we will contact u after u get back!!
Luckily Etihad promises that calls are recorded and luckily for me the calls I made along with call length were still on my call log.
I asked for an investigation into who took my personal details and if they did not use it to set up an Etihad guest account then what did they do with it?
Again I was told I'd find out after return from my trip in October which I find hard to believe given the consistently poor customer service to date.
I think it's fair to say that I won't be turning into a loyal customer! Just an unhapbpy and disappointed one!
I called on 1/9/17 after having multiple failed attempts at creating an Etihad guest account online. The lady I spoke to asked me to 'keeptrying' despite me telling her that I have been trying for over 24hrs! The conclusive solution to tha call was for me to call back in few hours if I was still unable to do this online since the website might be under maintenance.
I obliged and called back and had to relay the whole story again. After checking with other colleagues the Etihad customer care advisor took all my personal details and said she would forward it to the relevant team and I should receive an email with details of my guest account within a maximum period of 72hrs.
Once again I obliged and remained patient. This patience lasted until today 9/9/17 when I called the customer care team again after not having received any email about my account application. I was told there was no record of my request or any information! So over a week later there is nothing! Just denial! When I asked for a solution I was told they'd contact me Monday 11th which is when I travel out so then they said we will contact u after u get back!!
Luckily Etihad promises that calls are recorded and luckily for me the calls I made along with call length were still on my call log.
I asked for an investigation into who took my personal details and if they did not use it to set up an Etihad guest account then what did they do with it?
Again I was told I'd find out after return from my trip in October which I find hard to believe given the consistently poor customer service to date.
I think it's fair to say that I won't be turning into a loyal customer! Just an unhapbpy and disappointed one!
Last edited by KayAdam; Sep 9, 2017 at 8:40 am
#3
Join Date: Sep 2014
Location: UK
Programs: Etihad Gold, Qatar Gold, flying Blue, Falcon, Lufthansa, Eva
Posts: 1,428
The customer service from Etihad guest has always been a weak link even before Etihad started its downhill slide
I would imagine you can apply at the airport and get miles credited
Interested as to why you are deserting Emirates - I am going the other way!
I would imagine you can apply at the airport and get miles credited
Interested as to why you are deserting Emirates - I am going the other way!
#4
Original Poster
Join Date: Sep 2017
Posts: 3
Amnicoll, it's a shame for Etihad though as they actually could easily be better than Emirates with Emirates Airlines becoming so busy they can't provide the service they once used to!
I am not deserting the Emirates! Love it here. Just a quick trip home.
I am not deserting the Emirates! Love it here. Just a quick trip home.
#8
Original Poster
Join Date: Sep 2017
Posts: 3
Thanks for pointing that out! completely forgot it was still on there since I just copied my original mail to Etihad!
#9
Join Date: Sep 2014
Location: UK
Programs: Etihad Gold, Qatar Gold, flying Blue, Falcon, Lufthansa, Eva
Posts: 1,428
meant the airline not the place
#11
Suspended
Join Date: Jun 2005
Location: London, UK
Programs: Etihad Gold, Emirates Gold, SPG Gold, Accor Platinum
Posts: 579
I've told the story before, but I will repeat it, I simply asked the check in agent in AUH if it was possible to have a complimentary upgrade from J-F. Without so much as a blink he printed me a new boarding pass. I couldn't even dream of this happening on any other airline. Sure, if you got a nice attendant they would say they have put the request and they will let you know at the gate, but no on EY the guy just did it there and then, and I could use the F lounge as well.
On the other hand they battered up my suitcase, there are conventions, such as the Montreal Convention, that state that all airline are indeed responsible for your luggage, EY however flat out ignore this. Once they have your bag its not their problem.
As thebe said, enjoy the good, forget the bad.
#12
Join Date: Feb 2016
Programs: EK, BA, AF
Posts: 73
This is so true about EY.
I've told the story before, but I will repeat it, I simply asked the check in agent in AUH if it was possible to have a complimentary upgrade from J-F. Without so much as a blink he printed me a new boarding pass. I couldn't even dream of this happening on any other airline. Sure, if you got a nice attendant they would say they have put the request and they will let you know at the gate, but no on EY the guy just did it there and then, and I could use the F lounge as well.
On the other hand they battered up my suitcase, there are conventions, such as the Montreal Convention, that state that all airline are indeed responsible for your luggage, EY however flat out ignore this. Once they have your bag its not their problem.
As thebe said, enjoy the good, forget the bad.
I've told the story before, but I will repeat it, I simply asked the check in agent in AUH if it was possible to have a complimentary upgrade from J-F. Without so much as a blink he printed me a new boarding pass. I couldn't even dream of this happening on any other airline. Sure, if you got a nice attendant they would say they have put the request and they will let you know at the gate, but no on EY the guy just did it there and then, and I could use the F lounge as well.
On the other hand they battered up my suitcase, there are conventions, such as the Montreal Convention, that state that all airline are indeed responsible for your luggage, EY however flat out ignore this. Once they have your bag its not their problem.
As thebe said, enjoy the good, forget the bad.
#13
This is so true about EY.
On the other hand they battered up my suitcase, there are conventions, such as the Montreal Convention, that state that all airline are indeed responsible for your luggage, EY however flat out ignore this. Once they have your bag its not their problem.
As thebe said, enjoy the good, forget the bad.
On the other hand they battered up my suitcase, there are conventions, such as the Montreal Convention, that state that all airline are indeed responsible for your luggage, EY however flat out ignore this. Once they have your bag its not their problem.
As thebe said, enjoy the good, forget the bad.
#14
Join Date: Sep 2014
Location: UK
Programs: Etihad Gold, Qatar Gold, flying Blue, Falcon, Lufthansa, Eva
Posts: 1,428
Sorry to burst your bubble but this is simply not possible. I mean, there is no way in Sabre by which a check-in agent can just process an upgrade without this being done previously by flight editing. So, assuming that you have been upgraded on that day (and you got your boarding pass straight from your check-in agent) that can only mean one thing: You were already in F in the system.
On arrival at Singapore not enough time to get to transfers but I relayed my story to the desk manager there and he went away and came back 20 minutes later with the upgrade - great customer service from him
Not surprisingly I was the only passenger in First but Etihad never quite saw the irony of this fact and ignored constructive suggestions about making it easier to upgrade
#15
Suspended
Join Date: Jun 2005
Location: London, UK
Programs: Etihad Gold, Emirates Gold, SPG Gold, Accor Platinum
Posts: 579
Sorry to burst your bubble but this is simply not possible. I mean, there is no way in Sabre by which a check-in agent can just process an upgrade without this being done previously by flight editing. So, assuming that you have been upgraded on that day (and you got your boarding pass straight from your check-in agent) that can only mean one thing: You were already in F in the system.
Assuming you are correct, and assuming Etihad are using Sabre at check in, even then, what possible reason would there be for me to already be in F?