Having had a look at some of the other comments in the forum, it seems apparent that we are not the only ones having issues with Etihad Guest.

We flew from BNE to MEL return with Virgin Australia in Dec 2014 and from BNE to CHC return in Jan 2015.

On 14 February, I submitted the necessary boarding passes and flight details to Etihad Guest (as Virgin OZ and Air NZ are partner airlines). I received an automated email confirmation from Etihad on the 14th February acknowledging receipt of my email. On 8th April, I followed up again regarding the missing miles which had not been credit to my account. I received a response on the 17th April stating that the Etihad Guest Service Team were looking into the claim, however there was reference only to the BNE to MEL flights and no mention of the New Zealand flights at all.

I sent a follow-up email with a complaint to Etihad Guest on 11 July but to date, I am yet to receive the miles credited to my account.

My wife and I are Silver members of the Etihad Guest programme. We’ve so far been satisfied with their service in connection with the frequent flyer programme and the speed at which miles were credited. However, I find it unacceptable that we are still waiting to hear back from them after almost a year.

This level of customer service is appalling especially as we’ve flown with Etihad several times from London to OZ in business class. As a result, we just booked our next trip to OZ with one of Etihad’s competitors.