Etihad - Disgraceful Time frame in responding to me
 

Ok my origanal problem with Ethiad was i called the call centre to get home asap as i had a death in the family. circumstances doesnt really matter here.

I called up late to change onto this flight last night. I was told I could change my fair from my flight booked for June 1st for a fee of 150 euro plus an upgrade in fair to "premium economy" of 450 euro. I asked could I just but a new 1 way flight I was told NO. This was after they told me the flight was full and I couldn't get on it. I had no problem paying the upgrade in fair but then when i got to the airport i asked at the desk could i have just bought a 1 way fresh flight & was told yes at a 200 diraham premuim of what i actually paid.

I tried to then change the booking to this and was told no it couldn't be done & wanted to complain there and then as i was fuming and was told send an email.

Should I just not have been charged 150 to change the flight? There was also 2/3 empty seats on the plane so to be told it was sold out in the 1st place was very bad form. Answer to both these were basically: i was lowest fare so had to pay an ugrade. that i dont mind so much as it was a last minute booking but why oh why couldnt i just have bought a new ticket on that flight 1 way?? why did the staff not tell me of this!!!

Then they guy im dealing with Peter in the staff complaints department takes 5-6 days to reply to a mail. Also said he mailed me on May the 2nd in reply to my mail on April 18th which i magically didnt recieve and then "resent" it on just last week after i followed it up. i have asked for his managers details as i dont think he has handled the situation well. Its very frustrating that there is no give from them. I mailed him on sunday afternoon and suprise suprise still no reply from him.

Ideally id like my flight that i had booked on the 2nd of June back or else ill just fly with Emirates. I live in Dubai so its handier for me to fly from here then Abu Dabi.

How can they not understand if the staff on the phone that should be trained to give you a good service had offered me a new flight for 3200 ADH rather than 2950 plus my flight on June the 2nd which i would have taken.

What do people think of their service and speed of response and also should they actually give me the flight i had booked back as a good will gesture considering i stayed loyal with them even though Emirates started flying direct from Dublin to Dubai. Do they not value customers loyalty?

Decided to call the airline complaints department. Currenlty been on hold for the last hour and 2 minutes. I would not like to pick up the end end of this call when i get thru. Im in work for another 5 hours so i can wait

2 hours now. Id nearly prefer if no one answer as ill find as many forums as possible and absolutely slate them and make sure people fly emirates

just the 3 hours now. Wonder if anyone works there.

hung up at 4pm as i guess they go home after a busy day!!!!

Will call again at 8am tomorrow and see if im on hold all day again tomorrow.

Should be interesting.

That is shocking...keep us posted tomorrow and see how long it takes for Eithad to realise their 5* service is being exposed online...

And so it starts 10.17 Dubai time.

Quote from the website: Telephone: +971 2 511 0000 (available during Abu Dhabi business hours. 8am - 4pm Sunday to Thursday)

6 days later after another follow up email the converstaion remain like this via email:

> Dear Mr Corrigan,
>
> Thank you for your e-mail message.
>
> Please be advised that all the fare rules are available at the time of booking and I note that you purchased your ticket via online.
>
> That said regrettably we are unable to consider your request.
>
> Thank you for writing for giving me this opportunity to review your concerns.
>
> Yours sincerely,
>
>
>
> Peter Macharia
> Guest Affairs Officer


i reply:


Seeing as you are unable to consider my request, i would like your
managers contact details as i asked for last Sunday.

The ticket i purchased online is not the issue here. I wanted to buy a
new flight on the day i flew but was forced by your staff to use a
flight i already had to chance it.

Anyway please forward me your managers details or at least have the
courtesy to pick up the phone in your department.

I asked for his managers contact details in the last email also and he just ignores the point.

P.S. : im still on hold

2 Hours on hold now.....Im not a fan of the etihad music anymore!!!!

got cut off by the phone carrier :-)

back on hold again :-)

Another hour gone 7 only 90 mins left in there workign day.

Im not hopefull

Just tried to call Peter directly as he signed an email with a phone number. A fax machine number.

Persistance isnt payign off here.

Another unproductive day. On hold from 10am Dubai time till 4pm.

They just wont answer a complaint call it seems.

Might write a cheeky algo just to email them everyday to annoy them as they dont want to deal with me and that annoys me.

Says everything you need to know about their customer service. Until they pick up the phone, they can't know it is you who is calling, so this must be happening to all customers, most of whom would have long since given up.