Feedback thread for the official EY Lurker, EtihadHelp
Aug 9, 2018, 9:34 am
#1471
Company Representative, Etihad
Join Date: Sep 2013
Posts: 1,818
I was hoping not to find this thread but it seems like missing luggage with no response or help is the norm for Etihad. Even more disappointing because many of us are only able to go home once a year and we have personal things that we bring back. It makes no sense that my luggage went missing on a direct flight from ORD to AUH. And as one person posted: "Etihad is a great airline when things are going to plan. But any contact with Etihad Guest or Etihad Customer Service is the most spirit-sapping, time-wasting and frustrating experience."
I follow the rules, and they don't even have a trace for my bag. Yet they use the local media here in AD to promote all their efficient changes.
I follow the rules, and they don't even have a trace for my bag. Yet they use the local media here in AD to promote all their efficient changes.
Hello, if you have not received your baggage by now please send us your baggage reference (PIR) number in a private message and we will follow up for you to check where your baggage is. Thank you. *Marc
Aug 15, 2018, 4:28 am
#1472
Join Date: Oct 2014
Posts: 35
No miles for Hainan flight, no explanation from Etihad
Dear EtihadHelp,
Can you help with the following situation, involving ongoing problems with crediting miles from partner flights? I have no idea why this has proved impossible for so long...
Towards the end of April 2017 I took return flights between Manchester and Beijing on Hainan, and asked for miles to be credited at check-in. I was told it couldn't be done and I would have to claim them from Etihad.
Since then I've written on a number of occasions to Etihad Guest, and each time have had a couple of emails to say someone is looking into it; and then nothing. I did send on scanned copies of the boarding passes for the flights, and a copy of the eticket.
The last time I heard from anyone on this was 25 July (this year) after again writing to Etihad - again the email said that I should 'rest assured' as they are looking into it and will 'correspond with you shortly'.
I'm a gold card holder with Etihad. I am at a loss as to why this is happening and they cannot credit the miles nor give any kind of explanation, over a period of 16 months, and just keep giving this stock reply and then not getting back until I get in touch again the next time to ask what is going on. Perhaps you can shed some light on the problem? Crediting partner miles is surely something all airline frequent flyer programmes need to do as standard?
Thank you for your help in this.
Can you help with the following situation, involving ongoing problems with crediting miles from partner flights? I have no idea why this has proved impossible for so long...
Towards the end of April 2017 I took return flights between Manchester and Beijing on Hainan, and asked for miles to be credited at check-in. I was told it couldn't be done and I would have to claim them from Etihad.
Since then I've written on a number of occasions to Etihad Guest, and each time have had a couple of emails to say someone is looking into it; and then nothing. I did send on scanned copies of the boarding passes for the flights, and a copy of the eticket.
The last time I heard from anyone on this was 25 July (this year) after again writing to Etihad - again the email said that I should 'rest assured' as they are looking into it and will 'correspond with you shortly'.
I'm a gold card holder with Etihad. I am at a loss as to why this is happening and they cannot credit the miles nor give any kind of explanation, over a period of 16 months, and just keep giving this stock reply and then not getting back until I get in touch again the next time to ask what is going on. Perhaps you can shed some light on the problem? Crediting partner miles is surely something all airline frequent flyer programmes need to do as standard?
Thank you for your help in this.
Aug 16, 2018, 2:30 am
#1473
Join Date: Jul 2017
Location: CGK, BDO, MXP
Programs: QR Gold, WY Gold, TK Elite, EY Silver,
Posts: 464
Etihad website is only showing Business Flex fares on CGK-MXP return booking request, no business Saver or even Classic fares, at any date since now to summer 2019, that is quite unusual and never seen before, as comparison CGK-FCO showing wide availability. Is there any IT issue (I would definitely be surprised due to "proven efficiency" of EY IT team 
) or really, cheaper fare are not on sale? Would you mind to check?
) or really, cheaper fare are not on sale? Would you mind to check?
Aug 16, 2018, 7:03 pm
#1474
Join Date: Aug 2015
Location: Aberdeen
Programs: BA Gold, IHG Diamond Ambassador
Posts: 650
Dear EtihadHelp
I have a couple of questions for you regarding lounges. Are you able to advise the opening hours of your Paris lounge? I see from the website that they open 3 hours before an EY flight but I know the lounge also looks after other airlines so thought the hours may be different? The reason I ask is that I have a 6 hour layover between connecting flights and would like to use the lounge if open.
Also with regards to the Abu Dhabi first lounge. I see I can pay to upgrade from the business lounge for a period of 2 hours for USD 200. My flight is 9am so does this mean I can only enter at 7 or does it mean I can have 2 hours in the lounge from entry? Ie arrive at 6 and use the lounge until 8 when I head down to the gate for early boarding?
Thanks for your help.
Regards
Neil
I have a couple of questions for you regarding lounges. Are you able to advise the opening hours of your Paris lounge? I see from the website that they open 3 hours before an EY flight but I know the lounge also looks after other airlines so thought the hours may be different? The reason I ask is that I have a 6 hour layover between connecting flights and would like to use the lounge if open.
Also with regards to the Abu Dhabi first lounge. I see I can pay to upgrade from the business lounge for a period of 2 hours for USD 200. My flight is 9am so does this mean I can only enter at 7 or does it mean I can have 2 hours in the lounge from entry? Ie arrive at 6 and use the lounge until 8 when I head down to the gate for early boarding?
Thanks for your help.
Regards
Neil
Aug 17, 2018, 3:37 am
#1475
Join Date: Aug 2017
Programs: Miles and Smiles Elite, EY Silver, VS Silver
Posts: 155
EtihadHelp,
I am flying from Mumbai tomorrow morning on the 4:35 AM flight (18th August). This morning at 4:30 I checked in online and the seat map showed me the option to select the first row of seats for my second flight from Abu Dhabi to JFK at no extra cost. I selected these seats and went through the process where it again once showed me I had that seat selected. I went back into the app once to reconfirm and my seat had been changed to a window seat a few rows back. I cannot change the seats online or on the mobile app anymore and when I called the Etihad Service Center, they told me they couldn't change it either.
I am pretty sure that by the time I get to check-in, all the aisle seats would have been taken. Had I known that the seats would change, I would have assigned myself an aisle seat that wouldn'y change from the start. Anything you can do to help?
I am flying from Mumbai tomorrow morning on the 4:35 AM flight (18th August). This morning at 4:30 I checked in online and the seat map showed me the option to select the first row of seats for my second flight from Abu Dhabi to JFK at no extra cost. I selected these seats and went through the process where it again once showed me I had that seat selected. I went back into the app once to reconfirm and my seat had been changed to a window seat a few rows back. I cannot change the seats online or on the mobile app anymore and when I called the Etihad Service Center, they told me they couldn't change it either.
I am pretty sure that by the time I get to check-in, all the aisle seats would have been taken. Had I known that the seats would change, I would have assigned myself an aisle seat that wouldn'y change from the start. Anything you can do to help?
Aug 20, 2018, 7:29 am
#1476
Join Date: Aug 2018
Posts: 2
Hi,
My partner is currently in Malaga, Spain waiting for her delayed baggage to be delivered from Madrid since Thursday 16/8. It was meant to be delivered on Saturday but she has not heard anything at all since.
The baggage contact in Madrid is not returning her calls and nobody from customer service has been able to able her. No one replies to her emails and she is devastated not knowing what has happened to her bags. In addition to this, the online tracking number she received in Madrid does not work and the phone for Madrid baggage rings out. $1000s worth of clothing are in the bag.
All she wants is for someone to contact her with an update. The bag is meant to be in Malaga since Saturday and delivered by 'National Delivery' courier.
Please can someone DM me if they can help in any way. Etihad - we are begging you to help deliver her bag. She will even pick it up herself if she has to. Please help.
My partner is currently in Malaga, Spain waiting for her delayed baggage to be delivered from Madrid since Thursday 16/8. It was meant to be delivered on Saturday but she has not heard anything at all since.
The baggage contact in Madrid is not returning her calls and nobody from customer service has been able to able her. No one replies to her emails and she is devastated not knowing what has happened to her bags. In addition to this, the online tracking number she received in Madrid does not work and the phone for Madrid baggage rings out. $1000s worth of clothing are in the bag.
All she wants is for someone to contact her with an update. The bag is meant to be in Malaga since Saturday and delivered by 'National Delivery' courier.
Please can someone DM me if they can help in any way. Etihad - we are begging you to help deliver her bag. She will even pick it up herself if she has to. Please help.
Aug 20, 2018, 10:56 pm
#1477
Join Date: Jul 2017
Location: CGK, BDO, MXP
Programs: QR Gold, WY Gold, TK Elite, EY Silver,
Posts: 464
It seems clear that our EtihadHelp is taking a very long holiday, last reply on August 9th, previous on 31st July.
Not sure this is also related to IED holidays or just another cut in service, by the way EY seems showing no interest in supporting this forum anymore, In such case, wouldn't be better for EY to inform officially FT thus users will not waste their time posting requests?
Not sure this is also related to IED holidays or just another cut in service, by the way EY seems showing no interest in supporting this forum anymore, In such case, wouldn't be better for EY to inform officially FT thus users will not waste their time posting requests?
Last edited by BobFF68; Aug 21, 2018 at 12:56 am Reason: word revise
Aug 22, 2018, 12:01 am
#1478
Join Date: Jan 2013
Programs: ey gold tg gold accor gold
Posts: 376
Dear Etihad useless help , stop sending me promoting deals , telling me I could enhance my journey . Utter rubbish , your new CEO must have worked as a shelf stacked at the no defunct Woolworths , totally clueless
Aug 22, 2018, 12:56 am
#1479
Join Date: Aug 2018
Posts: 2
My partner finally got her bag 6 days late. Etihad response - it was a holiday in Spain so no couriers were available. The bag was 20 mins away for 4 days. She tried numerous times a day to get hold of someone from the airline but kept being forwarded to Madrid baggage to which no one answered. Ruined her stay. Thanks Etihad
Aug 24, 2018, 8:18 am
#1480
Company Representative, Etihad
Join Date: Sep 2013
Posts: 1,818
Dear EtihadHelp,
Can you help with the following situation, involving ongoing problems with crediting miles from partner flights? I have no idea why this has proved impossible for so long...
Towards the end of April 2017 I took return flights between Manchester and Beijing on Hainan, and asked for miles to be credited at check-in. I was told it couldn't be done and I would have to claim them from Etihad.
Since then I've written on a number of occasions to Etihad Guest, and each time have had a couple of emails to say someone is looking into it; and then nothing. I did send on scanned copies of the boarding passes for the flights, and a copy of the eticket.
The last time I heard from anyone on this was 25 July (this year) after again writing to Etihad - again the email said that I should 'rest assured' as they are looking into it and will 'correspond with you shortly'.
I'm a gold card holder with Etihad. I am at a loss as to why this is happening and they cannot credit the miles nor give any kind of explanation, over a period of 16 months, and just keep giving this stock reply and then not getting back until I get in touch again the next time to ask what is going on. Perhaps you can shed some light on the problem? Crediting partner miles is surely something all airline frequent flyer programmes need to do as standard?
Thank you for your help in this.
Can you help with the following situation, involving ongoing problems with crediting miles from partner flights? I have no idea why this has proved impossible for so long...
Towards the end of April 2017 I took return flights between Manchester and Beijing on Hainan, and asked for miles to be credited at check-in. I was told it couldn't be done and I would have to claim them from Etihad.
Since then I've written on a number of occasions to Etihad Guest, and each time have had a couple of emails to say someone is looking into it; and then nothing. I did send on scanned copies of the boarding passes for the flights, and a copy of the eticket.
The last time I heard from anyone on this was 25 July (this year) after again writing to Etihad - again the email said that I should 'rest assured' as they are looking into it and will 'correspond with you shortly'.
I'm a gold card holder with Etihad. I am at a loss as to why this is happening and they cannot credit the miles nor give any kind of explanation, over a period of 16 months, and just keep giving this stock reply and then not getting back until I get in touch again the next time to ask what is going on. Perhaps you can shed some light on the problem? Crediting partner miles is surely something all airline frequent flyer programmes need to do as standard?
Thank you for your help in this.
Aug 24, 2018, 8:29 am
#1481
Company Representative, Etihad
Join Date: Sep 2013
Posts: 1,818
Etihad website is only showing Business Flex fares on CGK-MXP return booking request, no business Saver or even Classic fares, at any date since now to summer 2019, that is quite unusual and never seen before, as comparison CGK-FCO showing wide availability. Is there any IT issue (I would definitely be surprised due to "proven efficiency" of EY IT team ) or really, cheaper fare are not on sale? Would you mind to check?
) or really, cheaper fare are not on sale? Would you mind to check?
Aug 24, 2018, 8:30 am
#1482
Company Representative, Etihad
Join Date: Sep 2013
Posts: 1,818
My partner finally got her bag 6 days late. Etihad response - it was a holiday in Spain so no couriers were available. The bag was 20 mins away for 4 days. She tried numerous times a day to get hold of someone from the airline but kept being forwarded to Madrid baggage to which no one answered. Ruined her stay. Thanks Etihad
Aug 24, 2018, 8:36 am
#1483
Company Representative, Etihad
Join Date: Sep 2013
Posts: 1,818
Dear EtihadHelp
I have a couple of questions for you regarding lounges. Are you able to advise the opening hours of your Paris lounge? I see from the website that they open 3 hours before an EY flight but I know the lounge also looks after other airlines so thought the hours may be different? The reason I ask is that I have a 6 hour layover between connecting flights and would like to use the lounge if open.
Also with regards to the Abu Dhabi first lounge. I see I can pay to upgrade from the business lounge for a period of 2 hours for USD 200. My flight is 9am so does this mean I can only enter at 7 or does it mean I can have 2 hours in the lounge from entry? Ie arrive at 6 and use the lounge until 8 when I head down to the gate for early boarding?
Thanks for your help.
Regards
Neil
I have a couple of questions for you regarding lounges. Are you able to advise the opening hours of your Paris lounge? I see from the website that they open 3 hours before an EY flight but I know the lounge also looks after other airlines so thought the hours may be different? The reason I ask is that I have a 6 hour layover between connecting flights and would like to use the lounge if open.
Also with regards to the Abu Dhabi first lounge. I see I can pay to upgrade from the business lounge for a period of 2 hours for USD 200. My flight is 9am so does this mean I can only enter at 7 or does it mean I can have 2 hours in the lounge from entry? Ie arrive at 6 and use the lounge until 8 when I head down to the gate for early boarding?
Thanks for your help.
Regards
Neil
Aug 24, 2018, 8:40 am
#1484
Company Representative, Etihad
Join Date: Sep 2013
Posts: 1,818
EtihadHelp,
I am flying from Mumbai tomorrow morning on the 4:35 AM flight (18th August). This morning at 4:30 I checked in online and the seat map showed me the option to select the first row of seats for my second flight from Abu Dhabi to JFK at no extra cost. I selected these seats and went through the process where it again once showed me I had that seat selected. I went back into the app once to reconfirm and my seat had been changed to a window seat a few rows back. I cannot change the seats online or on the mobile app anymore and when I called the Etihad Service Center, they told me they couldn't change it either.
I am pretty sure that by the time I get to check-in, all the aisle seats would have been taken. Had I known that the seats would change, I would have assigned myself an aisle seat that wouldn'y change from the start. Anything you can do to help?
I am flying from Mumbai tomorrow morning on the 4:35 AM flight (18th August). This morning at 4:30 I checked in online and the seat map showed me the option to select the first row of seats for my second flight from Abu Dhabi to JFK at no extra cost. I selected these seats and went through the process where it again once showed me I had that seat selected. I went back into the app once to reconfirm and my seat had been changed to a window seat a few rows back. I cannot change the seats online or on the mobile app anymore and when I called the Etihad Service Center, they told me they couldn't change it either.
I am pretty sure that by the time I get to check-in, all the aisle seats would have been taken. Had I known that the seats would change, I would have assigned myself an aisle seat that wouldn'y change from the start. Anything you can do to help?
Sep 1, 2018, 1:00 pm
#1485
Join Date: Sep 2018
Programs: AAdvantage
Posts: 4
Dear EtihadHelp,
I would like to share my experience in recent Etihad fly.
In August 30 I flew from Abu Dhabi to Los Angeles on business class. It was almost 16 hours flight.
After the plane take off a flight attendant offered a meal which I ate. Because the long flight I expected to get another meal, but I didn’t. Just one hour before landing the flight attendant offered only something to drink but not meal. And business class area also didn’t have any snack or fruits during the flight.
Does Etihad provide only one meal in business class during this long flight?
I would like to share my experience in recent Etihad fly.
In August 30 I flew from Abu Dhabi to Los Angeles on business class. It was almost 16 hours flight.
After the plane take off a flight attendant offered a meal which I ate. Because the long flight I expected to get another meal, but I didn’t. Just one hour before landing the flight attendant offered only something to drink but not meal. And business class area also didn’t have any snack or fruits during the flight.
Does Etihad provide only one meal in business class during this long flight?