Eight times I was promised a response; eight times none came.

1) On April 14 I spoke with a customer care rep on the phone about some issue. I was promised a supervisor would call me back. No one did.
2) On April 17 I called again, was promised again, no one did again.
3) On April 20 - same.
4) On April 23 I called again, and a supervisor told me to email the issue. I did, received an automatic confirmation of my email. No one ever responded.
5) On May 2 I digitally submitted a complaint, and received a case number and a promise I'd get a response. None came.
6) ON May 21 I used the feedback function to complain about the silence. A rep called me, told me that someone would call me within 3 days, and that she will call back afterwards to verify that is had been done. No one called back.
7) On June 3 I called; spoke with a rep; she sent a message to two different supervisors, and promised to follow up. No one called me.
8) On June 4 and 5 she called to follow up, and twice re-sent the message to both supervisors. No one responded to me.

I am a member of their frequent flier club and a business class passenger.
<name removed by mod>
Booking reference <PNR removed by mod>

Shame on them; shame on Etihad!

Word to the wise. Edit your post and remove your PNR and name. People with nefarious ideas can do damage with this info.

a sad indictment of a once great airline

I�m a new Etihad customer that has earned Platinum in 7 months from nothing, and am a big proponent of them. I fly First, usually Deluxe fares, and have been delighted with the ground, air and concierge teams. I�ve been a BA Gold Guest List (top tier) for years and am so glad I switched.

However the care/support/empowerment offered by the post trip feedback team is sorely lacking. They need to sort it and fast as it jeopardises future spend and customer goodwill. My feeling is the agents are script based and scared to raise their head above the parapet- perhaps with justification as I don�t know the culture they work under.

I was told recently that I could NOT escalate to Mark Potter (Head of Etihad Guest) as ONLY the feedback team can deal with issues. I�m also surprised the Concierge / Meet & Assist team do not have more clout / power than they do.

if they could sort out or empower the feedback and Concierge teams the airline would be a major player. Something I believe they want to achieve - and in my opinion deserve.

that you were told you could not escalate to Mark is exactly what has gone wrong. IF he was any good at his job he would be wanting you to escalate it to him.. the fact you have got to platinum in such a short time (unless you had some sort of status match) might have meant you were just the sort of person he would like to meet

back in the day when I used to fly with them after I complained not only was there a quick apology and problem quickly sorted but one of the directors asked to meet me next time I transited ( which he did)

Thanks for the reply - couldn�t agree more as I�m also relatively high up in customer service - no status match. It was a standing start.