Feedback thread for the official EY Lurker, EtihadHelp
Apr 7, 2018, 12:12 am
#1411
Join Date: Sep 2017
Programs: TK E+, RJ S, AZ E
Posts: 1,869
I’m sorry but I don’t understand your answer. The other FT fellow was asking whether you serve breakfast on EY406 and not whether you serve dinner. Can you please advise if you serve breakfast or not on EY406?
Apr 7, 2018, 3:58 am
#1412
Join Date: Nov 2004
Location: Phuket
Programs: SQ *Gold, BA, QR, EY, Hilton Diamond, IHG Plat, Marriott Gold, Amex Plat
Posts: 5,264
Apr 8, 2018, 4:22 am
#1413
Company Representative, Etihad
Join Date: Sep 2013
Posts: 1,813
Yes only one meal is served on the flight to Bangkok, which can be considered as a Lunch from the type of meal, or if you want to refer to the time of the serving you could say it is a breakfast. However only one full meal is served on the flight. *Marc
Apr 8, 2018, 2:34 pm
#1414
Join Date: Oct 2003
Location: EDI
Programs: BA Silver / Bonyoy Platinum
Posts: 1,919
Help with Cancelled Czech Airlines flight
Hi EtihadHelp,
I am reaching out for help urgently with a Czech Airlines flight in 2 weeks that was cancelled and I wasn't notified.
Etihad refusing to offer voluntary re-route and just cancel and refund the booking.
I have limited options due to only discovering this today and the flight is 24th April.
Message posted in main forum is below. Any assistance appreciated.
--------------
Hello all,
Looking for some help. Last Sept I used my Etihad points to book two One Way Business Class PRG to ICN.
Just by luck I was browsing the Czech Airlines website and noticed the flight on Tuesday 24th April wasn't operating. Turns out there was a schedule change on 3rd Jan and I have had no email, SMS or call to advise and offer an alternative travel date.
I have spent all day going back and forth between Etihad and Czech Airlines and had no luck.
Etihad:
No availability on any dates around when we need to travel either in Y or J. Only offer is to cancel the booking and rebook. But I don't have enough points to rebook with Korean Air who only have 2 Y seats on 23rd April.
They are refusing to offer a free re-route which I would have thought they are obliged to do due to EU regulations?
Czech Airlines:
Unable to. View the booking as it is ticketed through Etihad and are offering zero help.
Any suggestions on what my rights are and where I go from here? As I have had no notification of the cancellation I would imagine come Tuesday I am entitled to 600 Euro as the flight is cancelled and I haven't been advised.
Should I be pushing for a reroute? If they offer me nothing would I have grounds to pursue a legal claim?
I can make a last minute Avios booking with BA but there is only Y availability and I will need to buy flights from Europe back to LHR as we were going from Germany to PRG to pick up this flight.
Thanks for any help! Richard
I am reaching out for help urgently with a Czech Airlines flight in 2 weeks that was cancelled and I wasn't notified.
Etihad refusing to offer voluntary re-route and just cancel and refund the booking.
I have limited options due to only discovering this today and the flight is 24th April.
Message posted in main forum is below. Any assistance appreciated.
--------------
Hello all,
Looking for some help. Last Sept I used my Etihad points to book two One Way Business Class PRG to ICN.
Just by luck I was browsing the Czech Airlines website and noticed the flight on Tuesday 24th April wasn't operating. Turns out there was a schedule change on 3rd Jan and I have had no email, SMS or call to advise and offer an alternative travel date.
I have spent all day going back and forth between Etihad and Czech Airlines and had no luck.
Etihad:
No availability on any dates around when we need to travel either in Y or J. Only offer is to cancel the booking and rebook. But I don't have enough points to rebook with Korean Air who only have 2 Y seats on 23rd April.
They are refusing to offer a free re-route which I would have thought they are obliged to do due to EU regulations?
Czech Airlines:
Unable to. View the booking as it is ticketed through Etihad and are offering zero help.
Any suggestions on what my rights are and where I go from here? As I have had no notification of the cancellation I would imagine come Tuesday I am entitled to 600 Euro as the flight is cancelled and I haven't been advised.
Should I be pushing for a reroute? If they offer me nothing would I have grounds to pursue a legal claim?
I can make a last minute Avios booking with BA but there is only Y availability and I will need to buy flights from Europe back to LHR as we were going from Germany to PRG to pick up this flight.
Thanks for any help! Richard
Apr 8, 2018, 8:14 pm
#1415
Join Date: Nov 2004
Location: Phuket
Programs: SQ *Gold, BA, QR, EY, Hilton Diamond, IHG Plat, Marriott Gold, Amex Plat
Posts: 5,264
Apr 10, 2018, 2:43 am
#1416
Company Representative, Etihad
Join Date: Sep 2013
Posts: 1,813
Hi EtihadHelp,
I am reaching out for help urgently with a Czech Airlines flight in 2 weeks that was cancelled and I wasn't notified.
Etihad refusing to offer voluntary re-route and just cancel and refund the booking.
I have limited options due to only discovering this today and the flight is 24th April.
Message posted in main forum is below. Any assistance appreciated.
--------------
Hello all,
Looking for some help. Last Sept I used my Etihad points to book two One Way Business Class PRG to ICN.
Just by luck I was browsing the Czech Airlines website and noticed the flight on Tuesday 24th April wasn't operating. Turns out there was a schedule change on 3rd Jan and I have had no email, SMS or call to advise and offer an alternative travel date.
I have spent all day going back and forth between Etihad and Czech Airlines and had no luck.
Etihad:
No availability on any dates around when we need to travel either in Y or J. Only offer is to cancel the booking and rebook. But I don't have enough points to rebook with Korean Air who only have 2 Y seats on 23rd April.
They are refusing to offer a free re-route which I would have thought they are obliged to do due to EU regulations?
Czech Airlines:
Unable to. View the booking as it is ticketed through Etihad and are offering zero help.
Any suggestions on what my rights are and where I go from here? As I have had no notification of the cancellation I would imagine come Tuesday I am entitled to 600 Euro as the flight is cancelled and I haven't been advised.
Should I be pushing for a reroute? If they offer me nothing would I have grounds to pursue a legal claim?
I can make a last minute Avios booking with BA but there is only Y availability and I will need to buy flights from Europe back to LHR as we were going from Germany to PRG to pick up this flight.
Thanks for any help! Richard
I am reaching out for help urgently with a Czech Airlines flight in 2 weeks that was cancelled and I wasn't notified.
Etihad refusing to offer voluntary re-route and just cancel and refund the booking.
I have limited options due to only discovering this today and the flight is 24th April.
Message posted in main forum is below. Any assistance appreciated.
--------------
Hello all,
Looking for some help. Last Sept I used my Etihad points to book two One Way Business Class PRG to ICN.
Just by luck I was browsing the Czech Airlines website and noticed the flight on Tuesday 24th April wasn't operating. Turns out there was a schedule change on 3rd Jan and I have had no email, SMS or call to advise and offer an alternative travel date.
I have spent all day going back and forth between Etihad and Czech Airlines and had no luck.
Etihad:
No availability on any dates around when we need to travel either in Y or J. Only offer is to cancel the booking and rebook. But I don't have enough points to rebook with Korean Air who only have 2 Y seats on 23rd April.
They are refusing to offer a free re-route which I would have thought they are obliged to do due to EU regulations?
Czech Airlines:
Unable to. View the booking as it is ticketed through Etihad and are offering zero help.
Any suggestions on what my rights are and where I go from here? As I have had no notification of the cancellation I would imagine come Tuesday I am entitled to 600 Euro as the flight is cancelled and I haven't been advised.
Should I be pushing for a reroute? If they offer me nothing would I have grounds to pursue a legal claim?
I can make a last minute Avios booking with BA but there is only Y availability and I will need to buy flights from Europe back to LHR as we were going from Germany to PRG to pick up this flight.
Thanks for any help! Richard
Apr 16, 2018, 6:21 am
#1417
Join Date: Jan 2008
Programs: Skywards Silver & BA
Posts: 20
Incorrect fare rules presented to me
Hi, I’ve got an issue I hope you can resolve. I’ve already tried your Facebook team but they were pretty dismissive. They gave me the [email protected] address to take it further but they have not yet responded.
Here’s the problem –
Last week I booked a business class multi-city return flight through the Etihad website (London to Australia return with a 3-day stopover in Abu Dhabi on the way back). There were 3 flights in total on the booking - LHR to MEL, SYD to AUH, AUH to LHR. Before committing to payment, I clicked on the fare rules link (as advised) to make sure the tickets were changeable and/or cancellable should our plans change (the booking is in 9 months). This link presented a pop-up that clearly showed the ticket was on fare basis WPR9MGB and which highlighted that there were options for change and cancellation if necessary at a cost. As there was no further information regarding other fare classes, I went ahead with the booking and payment on the understanding that the whole ticket was on this fare basis.
When I received the e-tickets I saw that I was in fact booked in two different fare classes – the outbound flights were WPR9MGB but the inbound flights were a different class – ZPR9MGB - which as far as I can tell is not cancellable.
There was NOTHING on the fare rules that I was originally presented with that indicated there were two different fare classes.
When retrying the entire booking process again the next day, to see if I had made a mistake (and using different browsers), I found again that there was absolutely no information regarding the ZPR9MGB booking class nor any reference to the fact that any part of our ticket was booked in that class.
I have a screen print of the information I got when I clicked on the Fare Rules link PLUS the entire text of what I saw in that link which I can forward to you.
I do not know if there is an IT error here but that is no excuse. I purchased these tickets in good faith as flexible (at a price) and I do not want tickets with ZERO flexibility for something 9 months hence so I would like either the return part of the tickets reset to the terms that I originally thought I was getting or else the complete cancellation and refund of all the tickets with no penalties.
Here’s the problem –
Last week I booked a business class multi-city return flight through the Etihad website (London to Australia return with a 3-day stopover in Abu Dhabi on the way back). There were 3 flights in total on the booking - LHR to MEL, SYD to AUH, AUH to LHR. Before committing to payment, I clicked on the fare rules link (as advised) to make sure the tickets were changeable and/or cancellable should our plans change (the booking is in 9 months). This link presented a pop-up that clearly showed the ticket was on fare basis WPR9MGB and which highlighted that there were options for change and cancellation if necessary at a cost. As there was no further information regarding other fare classes, I went ahead with the booking and payment on the understanding that the whole ticket was on this fare basis.
When I received the e-tickets I saw that I was in fact booked in two different fare classes – the outbound flights were WPR9MGB but the inbound flights were a different class – ZPR9MGB - which as far as I can tell is not cancellable.
There was NOTHING on the fare rules that I was originally presented with that indicated there were two different fare classes.
When retrying the entire booking process again the next day, to see if I had made a mistake (and using different browsers), I found again that there was absolutely no information regarding the ZPR9MGB booking class nor any reference to the fact that any part of our ticket was booked in that class.
I have a screen print of the information I got when I clicked on the Fare Rules link PLUS the entire text of what I saw in that link which I can forward to you.
I do not know if there is an IT error here but that is no excuse. I purchased these tickets in good faith as flexible (at a price) and I do not want tickets with ZERO flexibility for something 9 months hence so I would like either the return part of the tickets reset to the terms that I originally thought I was getting or else the complete cancellation and refund of all the tickets with no penalties.
Apr 17, 2018, 11:09 pm
#1418
Company Representative, Etihad
Join Date: Sep 2013
Posts: 1,813
Hi, I’ve got an issue I hope you can resolve. I’ve already tried your Facebook team but they were pretty dismissive. They gave me the [email protected] address to take it further but they have not yet responded.
Here’s the problem –
Last week I booked a business class multi-city return flight through the Etihad website (London to Australia return with a 3-day stopover in Abu Dhabi on the way back). There were 3 flights in total on the booking - LHR to MEL, SYD to AUH, AUH to LHR. Before committing to payment, I clicked on the fare rules link (as advised) to make sure the tickets were changeable and/or cancellable should our plans change (the booking is in 9 months). This link presented a pop-up that clearly showed the ticket was on fare basis WPR9MGB and which highlighted that there were options for change and cancellation if necessary at a cost. As there was no further information regarding other fare classes, I went ahead with the booking and payment on the understanding that the whole ticket was on this fare basis.
When I received the e-tickets I saw that I was in fact booked in two different fare classes – the outbound flights were WPR9MGB but the inbound flights were a different class – ZPR9MGB - which as far as I can tell is not cancellable.
There was NOTHING on the fare rules that I was originally presented with that indicated there were two different fare classes.
When retrying the entire booking process again the next day, to see if I had made a mistake (and using different browsers), I found again that there was absolutely no information regarding the ZPR9MGB booking class nor any reference to the fact that any part of our ticket was booked in that class.
I have a screen print of the information I got when I clicked on the Fare Rules link PLUS the entire text of what I saw in that link which I can forward to you.
I do not know if there is an IT error here but that is no excuse. I purchased these tickets in good faith as flexible (at a price) and I do not want tickets with ZERO flexibility for something 9 months hence so I would like either the return part of the tickets reset to the terms that I originally thought I was getting or else the complete cancellation and refund of all the tickets with no penalties.
Here’s the problem –
Last week I booked a business class multi-city return flight through the Etihad website (London to Australia return with a 3-day stopover in Abu Dhabi on the way back). There were 3 flights in total on the booking - LHR to MEL, SYD to AUH, AUH to LHR. Before committing to payment, I clicked on the fare rules link (as advised) to make sure the tickets were changeable and/or cancellable should our plans change (the booking is in 9 months). This link presented a pop-up that clearly showed the ticket was on fare basis WPR9MGB and which highlighted that there were options for change and cancellation if necessary at a cost. As there was no further information regarding other fare classes, I went ahead with the booking and payment on the understanding that the whole ticket was on this fare basis.
When I received the e-tickets I saw that I was in fact booked in two different fare classes – the outbound flights were WPR9MGB but the inbound flights were a different class – ZPR9MGB - which as far as I can tell is not cancellable.
There was NOTHING on the fare rules that I was originally presented with that indicated there were two different fare classes.
When retrying the entire booking process again the next day, to see if I had made a mistake (and using different browsers), I found again that there was absolutely no information regarding the ZPR9MGB booking class nor any reference to the fact that any part of our ticket was booked in that class.
I have a screen print of the information I got when I clicked on the Fare Rules link PLUS the entire text of what I saw in that link which I can forward to you.
I do not know if there is an IT error here but that is no excuse. I purchased these tickets in good faith as flexible (at a price) and I do not want tickets with ZERO flexibility for something 9 months hence so I would like either the return part of the tickets reset to the terms that I originally thought I was getting or else the complete cancellation and refund of all the tickets with no penalties.
Apr 18, 2018, 4:13 am
#1419
Join Date: Jan 2008
Programs: Skywards Silver & BA
Posts: 20
Hi Wrinklymel. In this case, our Guest Relations team should open an investigation and check whether this information is usually shown at the moment of the booking or not, and why you were not able to find this information. We would suggest to follow the advice of our colleagues and proceed with submitting your feedback on that email address, or on our website under the Feedback section. The team will then get back to you accordingly. Don't forget to mention the booking reference and ticket number for that booking. *Sky
Apr 19, 2018, 1:12 am
#1420
Company Representative, Etihad
Join Date: Sep 2013
Posts: 1,813
Hi Wrinklymel, could you please send us a private message with your email address which you used to submit your feedback and the booking reference for this reservation, and we'll try to check this with our Reservations team. Thank you. *Max
Apr 19, 2018, 3:54 am
#1421
Join Date: Jan 2008
Programs: Skywards Silver & BA
Posts: 20
Thanks Max, I have just sent you a PM with the requested details.
Apr 23, 2018, 6:20 am
#1422
Join Date: Oct 2017
Programs: Etihad Platinum
Posts: 19
Hi EtihadHelp,
I'm a relatively new guest member of Etihad.
Now, 6 days before my flight from Frankfurt to Bangkok, I got an e-mail from [email protected] with the title:
"Act now for a special deal to upgrade your flight!"
It would be nice for me to get an upgrade from economy to business class for the second part of the onward flight because I would get lounge access after having been upgraded.
I know that an upgrade by miles changes both tier and guest miles to zero.
But what happens with my miles, especially with my tier miles, after a successful bid upgrade, i.e. after having paid successfully for the upgrade to business class?
I'm in fear of my tier miles because I want to become a Silver guest member.
I'm a relatively new guest member of Etihad.
Now, 6 days before my flight from Frankfurt to Bangkok, I got an e-mail from [email protected] with the title:
"Act now for a special deal to upgrade your flight!"
It would be nice for me to get an upgrade from economy to business class for the second part of the onward flight because I would get lounge access after having been upgraded.
I know that an upgrade by miles changes both tier and guest miles to zero.
But what happens with my miles, especially with my tier miles, after a successful bid upgrade, i.e. after having paid successfully for the upgrade to business class?
I'm in fear of my tier miles because I want to become a Silver guest member.
Apr 24, 2018, 4:11 am
#1423
Company Representative, Etihad
Join Date: Sep 2013
Posts: 1,813
Hello Bonobo, no worries about your tier miles, as we only deduct guest miles for the miles upgrade. For bidding upgrade, we collect the payment from your credit card.
Just drop us a inbox message with your booking reference, so we can check on the bid status for you! Thanks. *Ari
Just drop us a inbox message with your booking reference, so we can check on the bid status for you! Thanks. *Ari
Apr 24, 2018, 4:43 am
#1424
Join Date: Oct 2017
Programs: Etihad Platinum
Posts: 19
Hello Bonobo, no worries about your tier miles, as we only deduct guest miles for the miles upgrade. For bidding upgrade, we collect the payment from your credit card.
Just drop us a inbox message with your booking reference, so we can check on the bid status for you! Thanks. *Ari
Just drop us a inbox message with your booking reference, so we can check on the bid status for you! Thanks. *Ari
Apr 25, 2018, 12:35 am
#1425
Join Date: Oct 2017
Programs: Etihad Platinum
Posts: 19
Hello Bonobo, no worries about your tier miles, as we only deduct guest miles for the miles upgrade. For bidding upgrade, we collect the payment from your credit card.
Just drop us a inbox message with your booking reference, so we can check on the bid status for you! Thanks. *Ari
Just drop us a inbox message with your booking reference, so we can check on the bid status for you! Thanks. *Ari
which tier miles would I get after having flown business class with a bid-upgrade (from economy to business class): tier miles for business class or those for economy class, only?
Thank you in advance.