Originally Posted by LostAntipod (Post 24987863)

Hi *GW
Thanks for your reply.

I have signed up to the Twitter channel, but I am not so sure that a Twitter channel is going to solve some of the deep-rooted issues in EYs back office. If I call a customer service line for "premium" members, the experience should not be like the following (and it was ) -
- despite needing to fly on specific dates and being able to pay whatever it cost to move an existing ticket to do so (which should make rebooking a very simple process that is subject only to seat availability) this should not require a 25 minute phone call. It just shouldnt.

- sitting and waiting for your systems to respond, and to take payment, chewed up a significant amount of this time.
- I should not need to read out my credit card number five times until the agent gets it right
- I should not have to say my home town three times until the agent gets it right -and as a status member, you have my address already!
- I should not be told that the reason my ticket change fee was so expensive was because I am now on a full business class ticket....and then when I ask about a limousine pickup I am told I am not eligible. That's simply impossible if I am on a full business class ticket.
- if the call centre agent tells me that he has reserved my preference of window seats for both sectors of my flight, I should not be finding out days later during online checkin that there are no seats reserved for me at all.

And as this is the call centre experience that EY offers a premium customer, perhaps you can see why I think EY needs to invest in having someone with proven experience give this area of customer service some polish. I have other examples but I think I have made my point and perhaps you can pass this feedback onwards.

Originally Posted by EtihadHelp (Post 24987271)

We have actually also just replied on another thread about this, but to be sure everyone reads this:

We really do value your feedback, and have brought it forward to the team who is in the position to make use of your comments and messages.

However, unfortunately, it won't be possible to make any immediate changes to our plans based on the feedback given. Please, don't misunderstand this as carelessness. Our team has taken note and will take this into account for future updates on our Guest program.

Thank you all for your lively engagement in this forum. We read it all (we try our best :) ) and hope to be able to help you with your questions in the future. Whenever you have feedback for us, please share.

*JP

Originally Posted by stargold (Post 24989422)

According to www.saynoto0870.com, it's 0161 492 3300.

Originally Posted by Peadar (Post 24989579)

after the changes to the guest program, which has been well documented on this site, I have started to take my Etihad glasses off and use Skyscanner and other sites to Look at alternatives to Etihad wherever possible.

Etihad are not as competitive as i had previously thought! ...for example I am planning a trip for 4 to the Seychelles around Christmas time..now on the same dates and for approximately the same type of departure times, Emirates comes in 400 Euro cheaper than Etihad ex Dublin.
I'm not sure if Etihad are agressive enough to match EK or what the procedure is if they do but the changes to the guest program will have me on EK for 400quid cheaper. I probably would not have even looked prior to the changes.

Originally Posted by irish mark (Post 24989607)

and if you are flying in business the chauffer drive is free for 70km whilst EY is only 50 km... EY you really should look at this!!!

Originally Posted by irish mark (Post 24989607)

and if you are flying in business the chauffer drive is free for 70km whilst EY is only 50 km... EY you really should look at this!!!

Originally Posted by irishguy28 (Post 24989806)

Well, it varies per destination!
For Zurich, Etihad will drive you for free within 130kms, while Emirates will only go 80km for business class passengers, and 90km for First Class passengers.

Anyways, chauffeur drive is not an Etihad Guest perk - it is a perk associated with your class of booking - and is therefore out of place in this thread.

Originally Posted by Peadar (Post 24989968)

I have found it difficult to find on multi City flights which class each leg is related to on Etihad flights. However I noticed last night that if you go onto Expedia and enter the exact same flights in question the Expedia site actually details which class each flight is - which then makes it easy to understand how many points are necessary both before July 10 and after in order to upgrade.

Originally Posted by Peadar (Post 24989579)

after the changes to the guest program, which has been well documented on this site, I have started to take my Etihad glasses off and use Skyscanner and other sites to Look at alternatives to Etihad wherever possible.

Etihad are not as competitive as i had previously thought!