Thank you Doc for confirming what just about everyone on this forum recognises - EtihadHelp you reflect VERY VERY poorly on the company.

(To see how actual lurkers / company reps work - go look at Lufthansa, for example on the FlyerTalk Forum).

EtihadHelp - you edited your response when you were called on your lack of product knowledge, expertise, and ability to answer questions from a First Class flyer. Do you think this is acceptable? (And yes, Id like an answer - this is not a rhetorical question!)

Do you really think we are so stupid here? Do you not realise that the FT contributors make up an important, valuable and vocal segment of your customer base? Do you realise you are making the position of your company WORSE and not better? May be you might choose to NOT say anything if you dont know the answer, or be transparent about your lack of knowledge.

May I also suggest:

You limit the amount of times you ask us to message you privately.

You come up with constructive answers, with actual real information (or you just keep quiet).

You actually explain how you can help rather than saying you will help (there is a difference, and not so subtle at that).

You learn to read properly and answer succinctly and to the point.

You may be give the control of EtihadHelp to people who actually have the power to do things within the Customer Service of the company, rather than either an AutoBot / people who have been given a script. It is extraordinary to see when someone with actual power (and a voice) takes over EtihadHelp - the answers are full paragraphs and are direct and relevant and move the query along.

Otherwise, retire EtihadHelp completely - youre doing more harm than good.

Listen to feedback!!!