Chauffeur booking via call center on codeshare - HEADACHE
Nov 22, 2011, 8:59 pm
#1
FlyerTalk Evangelist
Original Poster
Join Date: Apr 2001
Location: NYC
Posts: 27,271
Chauffeur booking via call center on codeshare - HEADACHE
It's bad enough that you can't book the chauffeur service on EY's website for codeshare reservations (this is specifically an AA-marketed, EY-operated flight in Business).
But the headaches and hassle's I've had to endure to try and get it booked over the phone is absolutely inexcusable.
Over the past 2 weeks, I've made four separate phone calls to EY to try and sort out the chauffeur service. Half of the first call was spent arguing with the agent that the ticket was eligible*. First he wanted me to call AA to arrange the chauffeur. Like AA would have any idea what I was talking about.
Then he wanted me to call AA and have them change the flight number to the EY flight (never mind that this wasn't booked with AA). Finally, after I insisted speaking with a supervisor, he contacted his "support desk" and agreed the ticket was eligible.
The rest of this first call, and the subsequent three calls were all variations of being placed on hold multiple times and them telling me that they sent an email to the chauffeur company and that I should check back for confirmation in a few days.
All told, I've spent about 80 minutes on the phone trying to handle this. I attempted to escalate with the last call, but he insisted that he would call me back in a few hours or tomorrow to update me on the status; supposedly the original emails weren't sent in the correct form. I can promise, all hell will break loose if I have to go through this one more time.
I've sent "feedback" in to corporate via the form on the website, about 8-9 days ago but have not received a reply. Can anyone think of any other alternatives? Is there a customer service / executive office phone number that won't get me re-routed to the call center?
*From the chauffeur service Terms & Conditions:
But the headaches and hassle's I've had to endure to try and get it booked over the phone is absolutely inexcusable.
Over the past 2 weeks, I've made four separate phone calls to EY to try and sort out the chauffeur service. Half of the first call was spent arguing with the agent that the ticket was eligible*. First he wanted me to call AA to arrange the chauffeur. Like AA would have any idea what I was talking about.
Then he wanted me to call AA and have them change the flight number to the EY flight (never mind that this wasn't booked with AA). Finally, after I insisted speaking with a supervisor, he contacted his "support desk" and agreed the ticket was eligible. The rest of this first call, and the subsequent three calls were all variations of being placed on hold multiple times and them telling me that they sent an email to the chauffeur company and that I should check back for confirmation in a few days.
All told, I've spent about 80 minutes on the phone trying to handle this. I attempted to escalate with the last call, but he insisted that he would call me back in a few hours or tomorrow to update me on the status; supposedly the original emails weren't sent in the correct form. I can promise, all hell will break loose if I have to go through this one more time.
I've sent "feedback" in to corporate via the form on the website, about 8-9 days ago but have not received a reply. Can anyone think of any other alternatives? Is there a customer service / executive office phone number that won't get me re-routed to the call center?
*From the chauffeur service Terms & Conditions:
a. All guest holding code-share ticketed, marketed by other airlines but operated by Etihad are eligible for Etihad Chauffer service.
Nov 23, 2011, 10:03 pm
#2
Join Date: Dec 2005
Location: SYD
Programs: QF Platinum (LTG), OW Emerald, Accor Platinum; Hyatt Explorist.
Posts: 2,168
EY are usless on the ground, no less their car servcie for F and J pax.
I had problems when Qantas codeshared with EY from Sydney regarding cars and driver..I always got it in the end. I feel for you - most staff are simply incompetent from my experience with EY at AUH and beyond.
They are better in the sky however, than Emirates but not Qatar.
Good luck!
I had problems when Qantas codeshared with EY from Sydney regarding cars and driver..I always got it in the end. I feel for you - most staff are simply incompetent from my experience with EY at AUH and beyond.
They are better in the sky however, than Emirates but not Qatar.
Good luck!
It's bad enough that you can't book the chauffeur service on EY's website for codeshare reservations (this is specifically an AA-marketed, EY-operated flight in Business).
But the headaches and hassle's I've had to endure to try and get it booked over the phone is absolutely inexcusable.
Over the past 2 weeks, I've made four separate phone calls to EY to try and sort out the chauffeur service. Half of the first call was spent arguing with the agent that the ticket was eligible*. First he wanted me to call AA to arrange the chauffeur. Like AA would have any idea what I was talking about. Then he wanted me to call AA and have them change the flight number to the EY flight (never mind that this wasn't booked with AA). Finally, after I insisted speaking with a supervisor, he contacted his "support desk" and agreed the ticket was eligible.
The rest of this first call, and the subsequent three calls were all variations of being placed on hold multiple times and them telling me that they sent an email to the chauffeur company and that I should check back for confirmation in a few days.
All told, I've spent about 80 minutes on the phone trying to handle this. I attempted to escalate with the last call, but he insisted that he would call me back in a few hours or tomorrow to update me on the status; supposedly the original emails weren't sent in the correct form. I can promise, all hell will break loose if I have to go through this one more time.
I've sent "feedback" in to corporate via the form on the website, about 8-9 days ago but have not received a reply. Can anyone think of any other alternatives? Is there a customer service / executive office phone number that won't get me re-routed to the call center?
*From the chauffeur service Terms & Conditions:
But the headaches and hassle's I've had to endure to try and get it booked over the phone is absolutely inexcusable.
Over the past 2 weeks, I've made four separate phone calls to EY to try and sort out the chauffeur service. Half of the first call was spent arguing with the agent that the ticket was eligible*. First he wanted me to call AA to arrange the chauffeur. Like AA would have any idea what I was talking about.
Then he wanted me to call AA and have them change the flight number to the EY flight (never mind that this wasn't booked with AA). Finally, after I insisted speaking with a supervisor, he contacted his "support desk" and agreed the ticket was eligible. The rest of this first call, and the subsequent three calls were all variations of being placed on hold multiple times and them telling me that they sent an email to the chauffeur company and that I should check back for confirmation in a few days.
All told, I've spent about 80 minutes on the phone trying to handle this. I attempted to escalate with the last call, but he insisted that he would call me back in a few hours or tomorrow to update me on the status; supposedly the original emails weren't sent in the correct form. I can promise, all hell will break loose if I have to go through this one more time.
I've sent "feedback" in to corporate via the form on the website, about 8-9 days ago but have not received a reply. Can anyone think of any other alternatives? Is there a customer service / executive office phone number that won't get me re-routed to the call center?
*From the chauffeur service Terms & Conditions:
a. All guest holding code-share ticketed, marketed by other airlines but operated by Etihad are eligible for Etihad Chauffer service.
Apr 18, 2013, 6:42 pm
#4
Join Date: Mar 2005
Location: Sunny Singapore
Programs: TG*G, SQ, QF
Posts: 911
Well some 18 months have passed since the previous poster's woes with this and just a quick update to let anyone in a similar situation know that nothing seems to have changed..
1) Went to the Etihad website "Book Chauffeur" page and entered my booking ref and UK address. All appeared to go smoothly and no error messages
2) A couple of weeks passed and I vaguely remembered that I was expecting a confirmation email. Nothing received so eventually I called the Etihad call centre here in Singapore to check that everything was ok and was then told the booking was rejected due to no matching ticket number. Was told I needed Air Canada to request this as ticket was issued on their stock. Protested that AC wouldnt have a clue about this but she insisted I need to follow this procedure.
3) Called Air Canada. They didnt have a clue...
4) Called back Etihad. She said she would call Air Canada.
5) Etihad called me back. Told I needed to call Air Canada in Canada not Singapore
6) Called Air Canada in Canada. They didnt have a clue...
7) Called back Etihad. She said she would call Air Canada.
8) Etihad called me back. Told me I needed to call back Air Canada after 0600 ET when the "resource desk" would be open
9) Called back Air Canada. Told Etihad had already contacted them but they needed a UK phone number. gave them the phone number (Which was in my original booking on the Etihad website anyway)
10) Etihad called me back. Booking confirmed.....
So fingers crossed.. But surely there's got to be an easier way...
1) Went to the Etihad website "Book Chauffeur" page and entered my booking ref and UK address. All appeared to go smoothly and no error messages
2) A couple of weeks passed and I vaguely remembered that I was expecting a confirmation email. Nothing received so eventually I called the Etihad call centre here in Singapore to check that everything was ok and was then told the booking was rejected due to no matching ticket number. Was told I needed Air Canada to request this as ticket was issued on their stock. Protested that AC wouldnt have a clue about this but she insisted I need to follow this procedure.
3) Called Air Canada. They didnt have a clue...
4) Called back Etihad. She said she would call Air Canada.
5) Etihad called me back. Told I needed to call Air Canada in Canada not Singapore
6) Called Air Canada in Canada. They didnt have a clue...
7) Called back Etihad. She said she would call Air Canada.
8) Etihad called me back. Told me I needed to call back Air Canada after 0600 ET when the "resource desk" would be open
9) Called back Air Canada. Told Etihad had already contacted them but they needed a UK phone number. gave them the phone number (Which was in my original booking on the Etihad website anyway)
10) Etihad called me back. Booking confirmed.....
So fingers crossed.. But surely there's got to be an easier way...
Apr 19, 2013, 11:24 am
#5
Join Date: Aug 2009
Location: SYD
Programs: QF WP (OWE), VA PLAT, EY GLD, SPG PLAT, Hyatt DIA, Hilton DIA, Hertz PC
Posts: 8,530
What is so hard about getting the EY record locator from your ticketing airline, and booking online using that? It's the easiest way and I've done this one countless times for AAdvantage bookings.
Oh, and the Premium Manchester call centre is brilliant.
Oh, and the Premium Manchester call centre is brilliant.
Apr 19, 2013, 10:54 pm
#6
Join Date: Mar 2005
Location: Sunny Singapore
Programs: TG*G, SQ, QF
Posts: 911
Maybe their system can accept AA tickets and not AC.? I have no idea.. My biggest peeve is probably that there was no indication of any problem and presumably I would have arrived at LHR next week expecting a car that wouldnt materialise if I hadnt taken the precaution of calling to check.
Apr 20, 2013, 4:14 am
#7
Join Date: Oct 2009
Location: OSL
Programs: BA Gold | SK Gold | A3 Gold
Posts: 4,556
I had a similarly frustrating experience initially that was resolved extremely professionally by Etihad.
Similar situation, AA ticket number, EY flight number, booked through TA. Tried online, didn't receive confirmation. Called Etihad, they said I would need to speak to AA. Called AA, they said the TA would have to do it. TA tried it, came back unconfirmed as well.
Called EY and told them I was tired of calling people, and an excellent customer service rep took action and fixed it by asking the service provider to manually force through the booking, and sent me a confirmation email a few hours later.
Similar situation, AA ticket number, EY flight number, booked through TA. Tried online, didn't receive confirmation. Called Etihad, they said I would need to speak to AA. Called AA, they said the TA would have to do it. TA tried it, came back unconfirmed as well.
Called EY and told them I was tired of calling people, and an excellent customer service rep took action and fixed it by asking the service provider to manually force through the booking, and sent me a confirmation email a few hours later.
Apr 24, 2013, 2:05 am
#8
Join Date: Mar 2013
Programs: Etihad Guest Platinum; Accor Platinum; Hilton Diamond
Posts: 1,356
Simple rule with calling EY. If it sounds like you have rung through ti the India call centre, hang up and try again.
They are not enabled to do anything effectively. AlAin is better but Manchester is by far the best
They are not enabled to do anything effectively. AlAin is better but Manchester is by far the best
May 2, 2013, 7:13 pm
#9
FlyerTalk Evangelist
Join Date: Jan 2007
Location: BOS/UTH
Programs: AA LT PLT; QR GLD; Bonvoy LT TIT
Posts: 12,810
I didn't use the call center, but I'm on a paid AA codeshare in F and so far no problem booking the chauffeur online. Actually, it was easy. First I called AA to get the EY booking reference/PNR code. Once I had it, I entered it into the appropriate box on the Etihad online chauffeur booking system at the EY website. It found my rezzie without problem, asked for input about my required transportation options for each eligible flight on the itinerary and that was it. They're supposed to send me a confirming e-mail; we'll see if/when it arrives and what it says.
May 3, 2013, 7:28 am
#10
Join Date: Jul 2004
Location: ORD
Programs: AA PLT, UA Silver, EK Gold, Hilton Diamond, Global Entry, Clear
Posts: 1,082
First I called AA to get the EY booking reference/PNR code. Once I had it, I entered it into the appropriate box on the Etihad online chauffeur booking system at the EY website. It found my rezzie without problem, asked for input about my required transportation options for each eligible flight on the itinerary and that was it. They're supposed to send me a confirming e-mail; we'll see if/when it arrives and what it says.
May 3, 2013, 8:38 am
#11
Join Date: Aug 2009
Location: SYD
Programs: QF WP (OWE), VA PLAT, EY GLD, SPG PLAT, Hyatt DIA, Hilton DIA, Hertz PC
Posts: 8,530
They will call you 48 hours prior. I also noticed it now prints 'limo' on the boarding pass.
Jun 4, 2013, 9:16 am
#12
Join Date: Jul 2004
Location: ORD
Programs: AA PLT, UA Silver, EK Gold, Hilton Diamond, Global Entry, Clear
Posts: 1,082
I have to call back in 24 hours to confirm that he was able to book AUH-hotel-AUH as apparently it's impossible for them just to send me an email confirmation. When I call I'm going to try again for LHR to hotel.
Jun 5, 2013, 9:29 am
#13
Join Date: Jul 2004
Location: ORD
Programs: AA PLT, UA Silver, EK Gold, Hilton Diamond, Global Entry, Clear
Posts: 1,082
Just got off another 30 minute call, however this one seemed to go better. The agent I spoke to said my bookings for AUH-hotel-AUH were confirmed. Additionally, he said that I was entitled to a limo LHR-hotel, and made that booking for me as well. For some reason they're unable to send an email confirmation (which is a bit concerning), but hopefully this is the end of the saga! I guess I'll find out in two weeks...