mlqsko

Dear gojko88,

Please accept our apologies. Thank for getting back in touch with us, kindly send us your Etihad Guest number to our inbox messages, we will check this for you and request an update as quick as possible.

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Thank you for getting in touch today, we apoloigise for any confusion and happy to check this with our team for you. Can you please send us your Etihad Guest number to review this.

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We're sorry to hear of this experience and would be happy to ask our team to explain and assist. Could you kindly send us your contact details to our inbox messages as we would like to help.

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Please accept our apology for the invonceience cause. Please send your email address and your contact number via a private message and one of our Guest Relations Officers will look into this for you.

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We are sorry to hear about your disappointment. Could you please DM us more details about your issue so we can look into this for you accordingly. We will be sure to follow it up for you and get you a response as soon as possible.

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Thank you *XXXX

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Take your pick








PS: This thread would have been sad if it wasn't so amusing to follow up. Still beats me who in their right mind allows this continue.

EtihadHelp

Hi sabdhabi,

You're most welcome, if you need anything else do not hesitate to contact us here. *Gill

EtihadHelp

Sure we can gojko88,

We'll contact our team for you and find out what's happening, kindly bear with us and we will check this for you now.

Thank you for your patience, we'll be in touch.

*Gill

Kalboz

I'm glad you asked this and apologies for the delayed response.

First off the miles currency are invented by the airlines and allowing us to book using their currency is a choice the airline made. Non-revenue passengers shouldn't be treated as second class travelers especially by an airline that pride itself as being a leader in its field. Revenue or not, once they gave you that First class ticket/seat, they should treat you as a premium passenger. And that's not the case here.

Further, the objective of flying is to get from point A to point B, but flying in F should be an experience. There are several factors that distinguishes First class from other classes according to the experts. Thus, our expectations are higher from that for the business or coach. So, let us see how did Etihad do:

- The ground experience: Etihad has pick up and drop off transportation service for First class passengers. That was not communicated with us by email or otherwise until we were on the actual flight. You have to book your transportation service 24 hours prior to departure. Again, their affiliated lounge at BKK was terrible with horrid food. Their lounge at AUH was decent, but, again, lounge benefits and services (such as spa) were NOT outlined at arrival and we found out about the range of services when it was time to board. Failure to communicate. The AUH F lounge was not open yet when we were there. Further, Arriving at AUH at ~6 AM was a total disaster. The lounge was nice but to get there you have to go through the airport and its facilities were filthy. There was no fast track for premium passengers or any other escort or assistance to get us to our departure/lounge areas. Traveling with kids and first time at AUH, to go through long lines transit security at 6 AM was an ordeal until we protested to get them to open the priority/premium line. US Border control and customs were at hand and all passengers were cleared in AUH was very convenient. But again, arriving at LAX was another disaster where we were led around the airport to the outside of international arrival to retrieve our luggage. Very confusing and disorganized!



- The personal space: The hard product on the plane was beautiful but the space was not adequate in my experience. As I mentioned before, the seat was not 100% 180 degree flat and for a 6'2" guy like me it was very uncomfortable - I slept maybe ~2 hours total and arrived totally exhausted at LAX. When traveled on JL in F, I was presented with my PJ amenity after dinner and asked to go change in their huge F bathroom. And when I returned to my seat, I was pleasantly surprised that my 100% flat bed was ready with sheets and all. I slept so good on that JL flight all the way to LAX that I did not regret missing my breakfast. Had similar great experience with TG in F - but, unfortunately, not the case with Etihad. The much touted Etihad’s First Class Apartment, was not on our plane neither were any showers, or at lease we weren't told about them!

- The amenities: We were each given a bag that contained a pajamas and a personal kit before departure. But again bedding was lacking.



- The attentiveness: I am sorry to say that I'm left with the opinion that the crew was lazy and disinterested. I don't like overbearing service and attention and like to be left alone. But this was a 16-hour flight and when you don't get any service for over 10 hours, you start to wonder. During the flights final hours, I was starving!!! I had to go to the front looking for food (really) 2 hours before landing. They were sitting around chit-chatting and told me to go back to my seat that they will come and take my order. That took another 40 minutes!!! We were served at the convenience of the crew. Huge failure on this factor!

- The food: Lentil soup is good and nutritious especially in the cold winter months - I don't want to sound like an elitist, but in the F menu??? give me a break!!! The food in F should be an experience with 5-star restaurant presentation and not only edible or acceptable. On the EY407 in Biz we were served potato soup and chicken sandwich. I have had better food on US domestic coach flights when they served food! On the EY-171 in F: What ever happened to the widely advertised 8-course tasting menu? The scallop appetizer was served cold and it was smelly (not fresh). The Salmon dish was good but of an appetizer portion. For desserts, they piled bunch of cakes on a plate, that was the presentation!



- The drinks: Now with family and kids, my drinking days are long gone! I do however enjoy a Campari on the rocks or a a glass of good port every now and then. On the F leg, I ordered sparkling water and it was served promptly. I also ordered glass of port and it was good and served generously. The menu did contain a variety of Champagnes, wines, and other premium alcoholic beverages.


So to be generous, I'd give Etihad First Class experience 4 out of a 10 points scale.

Going back to your question, what did expect in compensation? I don't know! But to get 15K miles as a comp is like adding an insult to injury. Also, remember that the 15K will be orphaned in the account (worthless) and we do travel as a family of 4 meaning we have to move all our points (from TYP, UR, and MR) to Etihad to maybe get enough for another one way trip. But is it worth the trouble? Burned once, should we take our chance once again? Please understand that I'm writing all this to give you all a heads up as what to expect with this airline and its widely advertised premium service (recent ads with a well known Hollyweird superstar)!

To update our fellow travelers on my feedback with Etihad Guest Relations, here is the response I got this week. Given such a terrible experience while in F, I'm not surprised at the lack of responsiveness from their so-called Guest Relations department.

birsti

Was just trying to find out when check-in in FRA for EY2 opens...unfortunately the information given on etihad.com is not correct as it lists EY3 and EY4 as flights. (EY3 is a flight from AUH-MUC and EY4 is MUC-AUH)...or am I reading the table incorrect?

http://www.etihad.com/Documents/PDFs...terminals2.pdf

EtihadHelp

Hi there, Check In in Frankfurt Airport opens 3 Hours before departure. EY 3 is AUH to MUC and EY 4 is MUC to AUH. Hope this Information helps. Thank you *Maria

Kalboz

Is there an escalation process in case you are not satisfied with the resolution given by the so-called Guest Relations Officer? Frankly "Etihad Help" on twitter was rude for refusing to provide me with any contact information for escalation ... helluva way to treat a customer!!!

https://twitter.com/EtihadHelp/statu...65003555741696

EtihadHelp, can you assist!

EtihadHelp

Hi Kalboz,

Let us contact our Guest Relations team again and get back to you with the update on your request. Thanks *Yas

EtihadHelp

Hi Kalboz,

Please bear with us until one of our Guest Relations Team get back to you as soon as possible.

Thanks,
Adel

nmc980

Hi @EtihadHelp,

I've got a friend flying into AUH in FCL on EY (then onwards to LHR in F 4 days later). He's staying in DXB with a chauffeur booked for collection & drop-off both ways.

I'd like to surprise him and pick him up from the airport, however will not have room to fit his luggage. Would the chauffeur be able to follow us and deliver his luggage to the hotel?

Thanks,
N.

EtihadHelp

Hi nmc980,

Thanks for getting in touch today, we can certainly ask for you. We would need the guest's booking reference in order to check, can you please get this over to us?

Thank you *Gill

rebadc

Etihad Gold member travelling on an American Airlines ticket with my AA frequent flyer number.

Am I able to request an paid upgrade from Etihad?

Thanks.

EtihadHelp

Hi there,

If your ticket is an American Airlines ticket you will need to contact them directly regarding a paid upgrade.

Let us know if we can assist you with anything else.
Have a lovely day.

Thanks, Jem

Liu Zhoujiao Victor

Hi @ Etihadhelp:

I want to redeem my Etihadguest miles for two tickets on All Nippon Airways:

I have called contact center a few times, however, some staff told me ANA is not EY's partner, others told me can book online...so it does not go anywhere.

Can I troule you to assist on this issue? I can provie you my FFP number and choice flights for searching the inventory.


with best regards

EtihadHelp

Hi there,

Sure, we can certainly help. All Nippon Airways is one of our partners, if you haven't seen already you can find all the details here: http://www.etihadguest.com/en/earn-m...ippon-airways/

Can you DM your FFP number and contact number? Once we have these details we will arrange for one of our Etihad Guest service centre agents to contact you and assist further.

Thanks, Jem