Shave Facility-GONE
Feb 14, 2018, 10:12 pm
#46
Join Date: Oct 2016
Programs: Etihad Guest Platinum
Posts: 289
Sat in F.C. lounge and so disappointed. No shave. Used to be my treat before flying home. I will miss it so much. Used it every time and was usually busy, so can’t understand why it got dropped. Staff were very apologetic and took my details to feed back to management. Also sent Tweet and feedback on website.
Menu appears reduced since since my last visit at Christmas. See attached. Not enough options considering it’s supposed to be 5 star!! Ordered from the “a la carte” breakfast foods and specifically asked for turkey bacon & no tomato. Beef bacon arrives with grilled tomato!! To be fair manager has since a seen me and apologised.
This is a very poor offering. This is EYs flagship lounge, in its home hub. It should be the very best they have to offer. If this is their best then I don’t hold out much hope for them long term.
It’s simply just not good enough anymore. The old Business Class lounge on the same site was superior in may ways ... 5 years ago.
Menu appears reduced since since my last visit at Christmas. See attached. Not enough options considering it’s supposed to be 5 star!! Ordered from the “a la carte” breakfast foods and specifically asked for turkey bacon & no tomato. Beef bacon arrives with grilled tomato!! To be fair manager has since a seen me and apologised.
This is a very poor offering. This is EYs flagship lounge, in its home hub. It should be the very best they have to offer. If this is their best then I don’t hold out much hope for them long term.
It’s simply just not good enough anymore. The old Business Class lounge on the same site was superior in may ways ... 5 years ago.
Hope the actual flight service is up to scratch...
Feb 14, 2018, 10:26 pm
#47
Suspended
Join Date: Oct 2017
Location: AUH
Programs: EY Guest Gold, Hilton HHonors Gold, Le Club Accor Silver, AAdvantage Gold
Posts: 552
Sat in F.C. lounge and so disappointed. No shave. Used to be my treat before flying home. I will miss it so much. Used it every time and was usually busy, so can’t understand why it got dropped. Staff were very apologetic and took my details to feed back to management. Also sent Tweet and feedback on website.
Menu appears reduced since since my last visit at Christmas. See attached. Not enough options considering it’s supposed to be 5 star!! Ordered from the “a la carte” breakfast foods and specifically asked for turkey bacon & no tomato. Beef bacon arrives with grilled tomato!! To be fair manager has since a seen me and apologised.
This is a very poor offering. This is EYs flagship lounge, in its home hub. It should be the very best they have to offer. If this is their best then I don’t hold out much hope for them long term.
It’s simply just not good enough anymore. The old Business Class lounge on the same site was superior in may ways ... 5 years ago.
Menu appears reduced since since my last visit at Christmas. See attached. Not enough options considering it’s supposed to be 5 star!! Ordered from the “a la carte” breakfast foods and specifically asked for turkey bacon & no tomato. Beef bacon arrives with grilled tomato!! To be fair manager has since a seen me and apologised.
This is a very poor offering. This is EYs flagship lounge, in its home hub. It should be the very best they have to offer. If this is their best then I don’t hold out much hope for them long term.
It’s simply just not good enough anymore. The old Business Class lounge on the same site was superior in may ways ... 5 years ago.
Hope the actual flight service is up to scratch...
Thank g_d that I can still get some good grub in the J lounge.
Feb 15, 2018, 2:14 am
#48
Original Poster
Join Date: Aug 2005
Programs: OWE, *A-G, EY Plat, Marriott Titanium, Hilton Diamond
Posts: 486
Sat in F.C. lounge and so disappointed. No shave. Used to be my treat before flying home. I will miss it so much. Used it every time and was usually busy, so can’t understand why it got dropped. Staff were very apologetic and took my details to feed back to management. Also sent Tweet and feedback on website.
Menu appears reduced since since my last visit at Christmas. See attached. Not enough options considering it’s supposed to be 5 star!! Ordered from the “a la carte” breakfast foods and specifically asked for turkey bacon & no tomato. Beef bacon arrives with grilled tomato!! To be fair manager has since a seen me and apologised.
This is a very poor offering. This is EYs flagship lounge, in its home hub. It should be the very best they have to offer. If this is their best then I don’t hold out much hope for them long term.
It’s simply just not good enough anymore. The old Business Class lounge on the same site was superior in may ways ... 5 years ago.
Menu appears reduced since since my last visit at Christmas. See attached. Not enough options considering it’s supposed to be 5 star!! Ordered from the “a la carte” breakfast foods and specifically asked for turkey bacon & no tomato. Beef bacon arrives with grilled tomato!! To be fair manager has since a seen me and apologised.
This is a very poor offering. This is EYs flagship lounge, in its home hub. It should be the very best they have to offer. If this is their best then I don’t hold out much hope for them long term.
It’s simply just not good enough anymore. The old Business Class lounge on the same site was superior in may ways ... 5 years ago.
Hope the actual flight service is up to scratch...
Mar 1, 2018, 4:49 am
#52
Join Date: Oct 2016
Programs: Etihad Guest Platinum
Posts: 289
So I wrote to Etihad about my experience in the lounge - or rather lack of. Here is there response.
Thank you for writing to us about your concerns.
I have read your letter and can see that you are disappointed with the fact that our Lounge in Abu Dhabi no longer offers the Style and Shave service. Unfortunately, low demand for this service meant it was no longer viable to be offered. We constantly evaluate our product offering to ensure we offer services that provide value and enhance the guest experience.
We are currently reviewing possible options in line with guest needs. In the interim, guests can however still enjoy a range of treatments in our Six Senses Spa at Terminal 3 lounge locations. Your comments about the Food and Beverage service offered have been forwarded to our Catering team and our Senior Lounge Management for their consideration. We do value your continued patronage and certainly appreciate your disappointment with these changes.
Yours sincerely,
I have responded to the lame reply and await the next (non) response. I know it will fall on deaf ears but the process is quite cathartic... and breathe...
Hi again
I'm sorry but I strongly disagree.
In your First Class "Flagship Lounge" cost and use really shouldn't be your driver. You are supposed to be providing a 1st Class / 5 Star service. If there is low demand then so be it that's the risk of offering these services - which were introduced to differentiate Etihad from the other ME airlines . Residence and 1st class customers tend to be fickle and may not know they want a complimentary shave or hair style until the day of travel and then can change their mind. This decision just devalues your brand.
I simply cannot see how this and so many other cost savings are providing your customers with value and enhanced customer experience!!!
Thank you for writing to us about your concerns.
I have read your letter and can see that you are disappointed with the fact that our Lounge in Abu Dhabi no longer offers the Style and Shave service. Unfortunately, low demand for this service meant it was no longer viable to be offered. We constantly evaluate our product offering to ensure we offer services that provide value and enhance the guest experience.
We are currently reviewing possible options in line with guest needs. In the interim, guests can however still enjoy a range of treatments in our Six Senses Spa at Terminal 3 lounge locations. Your comments about the Food and Beverage service offered have been forwarded to our Catering team and our Senior Lounge Management for their consideration. We do value your continued patronage and certainly appreciate your disappointment with these changes.
Yours sincerely,
I have responded to the lame reply and await the next (non) response. I know it will fall on deaf ears but the process is quite cathartic... and breathe...
Hi again
I'm sorry but I strongly disagree.
In your First Class "Flagship Lounge" cost and use really shouldn't be your driver. You are supposed to be providing a 1st Class / 5 Star service. If there is low demand then so be it that's the risk of offering these services - which were introduced to differentiate Etihad from the other ME airlines . Residence and 1st class customers tend to be fickle and may not know they want a complimentary shave or hair style until the day of travel and then can change their mind. This decision just devalues your brand.
I simply cannot see how this and so many other cost savings are providing your customers with value and enhanced customer experience!!!
Mar 6, 2018, 9:28 pm
#53
Was sydakllon
Join Date: Nov 2007
Location: SYD
Programs: Virtuoso, Rosewood Elite, FSPP, Bellini, Dorchester, MO Fan Club, Oetker Pearl, etc.
Posts: 709
Low demand for shave service? I always had to wait for at least one or two people before me. Also offering some champagne brand I have never heard of in Paris, as well as Piper in the F lounge in AUH. Piper? Really?
I just flew EY CDG-AUH-SYD yesterday (in Y). What a sad state of affairs this airline has become. The food offering in Y was appalling - a tiny meal worse than what I'd get on United, followed by a sandwich mid-flight, then an appalling breakfast which was like a soggy waffle. Only saving grace was that no one was travelling with them AUH-SYD, so almost every passenger in Y had a row to themselves.
I just flew EY CDG-AUH-SYD yesterday (in Y). What a sad state of affairs this airline has become. The food offering in Y was appalling - a tiny meal worse than what I'd get on United, followed by a sandwich mid-flight, then an appalling breakfast which was like a soggy waffle. Only saving grace was that no one was travelling with them AUH-SYD, so almost every passenger in Y had a row to themselves.
Mar 6, 2018, 11:44 pm
#54
Suspended
Join Date: Oct 2017
Location: AUH
Programs: EY Guest Gold, Hilton HHonors Gold, Le Club Accor Silver, AAdvantage Gold
Posts: 552
I just flew EY CDG-AUH-SYD yesterday (in Y). What a sad state of affairs this airline has become. The food offering in Y was appalling - a tiny meal worse than what I'd get on United, followed by a sandwich mid-flight, then an appalling breakfast which was like a soggy waffle. Only saving grace was that no one was travelling with them AUH-SYD, so almost every passenger in Y had a row to themselves.
On the plus side I guess that the food in J has improved in the last month (not breakfast or mezze) but maybe that is just a fluke.
Mar 7, 2018, 6:08 am
#55
Join Date: Jan 2010
Posts: 9,304
Mar 7, 2018, 4:06 pm
#57
Was sydakllon
Join Date: Nov 2007
Location: SYD
Programs: Virtuoso, Rosewood Elite, FSPP, Bellini, Dorchester, MO Fan Club, Oetker Pearl, etc.
Posts: 709
I fly with them as they're VA partner. My first time with them in Y actually. Those headrests on the A380 are horrid. Thankfully I had a row of four to myself.
Mar 25, 2018, 8:19 am
#58
Join Date: Oct 2016
Programs: Etihad Guest Platinum
Posts: 289
So after a little too-ing and fro-ing via email here is the final response...
A fairly measured response and quite honest too for a change. Compensation miles were well received. FYI the agent was Samar, and we've "crossed swords" a few ties...
Hopefully once the debacle regarding Etihad Partners is finally cleared up and Etihad is back in a more profitable situation; maybe, just maybe these missing services will be brought back - we can only hope...
We do forward comments to our Senior Management or the concerned team for their review however as the Guest Relations team are appointed to address guest concerns, all communication with guests takes place through the feedback channel only. We use our guests feedback to improve our services wherever we can however this is done once the consensus is derived and this is not based on any single guest feedback.
In regards to the Style and Shave facility, this is a business decision and as previously advised, it was not feasible to offer the service due to low demand. We work to enhance guest experience in all areas of our service and understand that some of our guests are not happy with this decision, you included. We also agree that if you were advised of this prior to your flight, you could have prepared yourself. I have shared your feedback with our Marketing team who will ensure that our communication process with our guests is improved.
We offer signature a-La Carte service at our First Class Lounge and Spa and it is disappointing for me to note that you had to go to the Business Class Lounge as you did not find the service to be satisfactory in the First Class Lounge. As advised earlier, your comments have been shared with the Catering team for their consideration.
I understand that you have been unhappy with the situation at this point and have therefore requested compensation for your inconvenience. Having reviewed your case, as a gesture of goodwill, I would like to offer you 5,000 Etihad Guest Miles which I have credited to your account.
We look forward to welcoming you on board Etihad Airways again and we hope you will give us another opportunity to show you the service that we are proud of.
In regards to the Style and Shave facility, this is a business decision and as previously advised, it was not feasible to offer the service due to low demand. We work to enhance guest experience in all areas of our service and understand that some of our guests are not happy with this decision, you included. We also agree that if you were advised of this prior to your flight, you could have prepared yourself. I have shared your feedback with our Marketing team who will ensure that our communication process with our guests is improved.
We offer signature a-La Carte service at our First Class Lounge and Spa and it is disappointing for me to note that you had to go to the Business Class Lounge as you did not find the service to be satisfactory in the First Class Lounge. As advised earlier, your comments have been shared with the Catering team for their consideration.
I understand that you have been unhappy with the situation at this point and have therefore requested compensation for your inconvenience. Having reviewed your case, as a gesture of goodwill, I would like to offer you 5,000 Etihad Guest Miles which I have credited to your account.
We look forward to welcoming you on board Etihad Airways again and we hope you will give us another opportunity to show you the service that we are proud of.
A fairly measured response and quite honest too for a change. Compensation miles were well received. FYI the agent was Samar, and we've "crossed swords" a few ties...
Hopefully once the debacle regarding Etihad Partners is finally cleared up and Etihad is back in a more profitable situation; maybe, just maybe these missing services will be brought back - we can only hope...
So I wrote to Etihad about my experience in the lounge - or rather lack of. Here is there response.
Thank you for writing to us about your concerns.
I have read your letter and can see that you are disappointed with the fact that our Lounge in Abu Dhabi no longer offers the Style and Shave service. Unfortunately, low demand for this service meant it was no longer viable to be offered. We constantly evaluate our product offering to ensure we offer services that provide value and enhance the guest experience.
We are currently reviewing possible options in line with guest needs. In the interim, guests can however still enjoy a range of treatments in our Six Senses Spa at Terminal 3 lounge locations. Your comments about the Food and Beverage service offered have been forwarded to our Catering team and our Senior Lounge Management for their consideration. We do value your continued patronage and certainly appreciate your disappointment with these changes.
Yours sincerely,
I have responded to the lame reply and await the next (non) response. I know it will fall on deaf ears but the process is quite cathartic... and breathe...
Hi again
I'm sorry but I strongly disagree.
In your First Class "Flagship Lounge" cost and use really shouldn't be your driver. You are supposed to be providing a 1st Class / 5 Star service. If there is low demand then so be it that's the risk of offering these services - which were introduced to differentiate Etihad from the other ME airlines . Residence and 1st class customers tend to be fickle and may not know they want a complimentary shave or hair style until the day of travel and then can change their mind. This decision just devalues your brand.
I simply cannot see how this and so many other cost savings are providing your customers with value and enhanced customer experience!!!
Thank you for writing to us about your concerns.
I have read your letter and can see that you are disappointed with the fact that our Lounge in Abu Dhabi no longer offers the Style and Shave service. Unfortunately, low demand for this service meant it was no longer viable to be offered. We constantly evaluate our product offering to ensure we offer services that provide value and enhance the guest experience.
We are currently reviewing possible options in line with guest needs. In the interim, guests can however still enjoy a range of treatments in our Six Senses Spa at Terminal 3 lounge locations. Your comments about the Food and Beverage service offered have been forwarded to our Catering team and our Senior Lounge Management for their consideration. We do value your continued patronage and certainly appreciate your disappointment with these changes.
Yours sincerely,
I have responded to the lame reply and await the next (non) response. I know it will fall on deaf ears but the process is quite cathartic... and breathe...
Hi again
I'm sorry but I strongly disagree.
In your First Class "Flagship Lounge" cost and use really shouldn't be your driver. You are supposed to be providing a 1st Class / 5 Star service. If there is low demand then so be it that's the risk of offering these services - which were introduced to differentiate Etihad from the other ME airlines . Residence and 1st class customers tend to be fickle and may not know they want a complimentary shave or hair style until the day of travel and then can change their mind. This decision just devalues your brand.
I simply cannot see how this and so many other cost savings are providing your customers with value and enhanced customer experience!!!
Mar 27, 2018, 12:20 pm
#60
Join Date: Mar 2009
Location: Kingdom of Saudi Arabia
Programs: UA-1k, 1mm, Marriott-LT Platinum, Hertz-Presidents Circle
Posts: 6,355
Wow, disappointing news for sure..... the ME carriers want to posture as being the best, but here we have a real cut. Etihad is definitely in a weak position as they just opened the first class lounge what not even 2 years ago?
I really liked the shave option while transiting as in the US this is almost impossible to find. I don't love the closeness as I can do better myself, but it was the luxury type experience and feel. The cost of this couldn't have been very much in honesty and they lost some of their luster by dropping this. IMO they are showing the effects or a real drop in prestige.
Little things, big deal.
I really liked the shave option while transiting as in the US this is almost impossible to find. I don't love the closeness as I can do better myself, but it was the luxury type experience and feel. The cost of this couldn't have been very much in honesty and they lost some of their luster by dropping this. IMO they are showing the effects or a real drop in prestige.
Little things, big deal.