[Katarina]

Our ref: 429518
10 March 2016


Dear Mrs Drobnjak,

Thank you for writing to us about your recent experience to Bangkok. I am sorry to learn about the problems you experienced at Bangkok airport regarding excess baggage charges with our code share partner, Jet Airways. We understand that travel can be stressful, and we wish your journey had gone more smoothly.

Because your flight was operated by Jet Airways, I had forwarded your concerns to our counterparts there and as per the recent update I received from them, I am pleased to note that they have recognised the error on their part and have agreed to refund the excess baggage charges. I understand that this information has been conveyed to you by their letter vide reference BOM/CCI/TW/180216/4667517 and that your concerns regarding their service lapse were addressed by them.

I am very sorry to learn about your experience at Mumbai airport and that you were left with the negative impression of our service attitude when our staff were unable to assist you with the seating problems.

Allocating seats can be difficult especially on busy flights. Prior to check-in, we actively review the flight’s bookings, so we can assign them accordingly and honor guests’s preference. Although, it is not possible on every occasion and this is why we cannot guarantee specific seat requests.

I can understand how disappointed you must feel as the situation was compounded with your experience at Abu Dhabi airport when you found our ground staff, Ms Manare to be insensitive to your concerns and that she did not handle the situation appropriately.

I certainly appreciate how distressful it gets for our guests when they look forward to a Remarkable experience with us and we are unable to deliver it. Therefore, it is equally discouraging for us to learn that on this occasion, we have failed to meet your expectation for which I am very sorry.

While an explanation after the event is not necessarily the ideal solution, it does let us know where, and why, things go wrong, and provide us with the opportunity to do something about it.

A report in this respect has been forwarded to our Hub Service Delivery Manager and Airport Manager in Mumbai Manager for their attention and to take corrective and follow through action.

As a goodwill gesture, I would like to offer you 10,000 Etihad Guest Miles. You may use these miles toward future Etihad flights or any of the rewards available in the Etihad Guest Reward Shop. I hope you will accept them as an extension to our apology.

We look forward to welcoming you on another Etihad Airways flight again soon.

Yours sincerely,
Sameer Malhotra
Guest Relations Officer

I replied like this:

Dear Mr Malhotra,

Finally some answer from your department. It took you so much time and I needed to share my experience publicly.

First of all-when I bought ticket I choose my seats and meals-two days before my flight you confirmed me that. So, what kind of problem can arise there? It is simple service for every economic class flyer. I use this all the time, even on short flights. I never had a problem. But I see for your company it is a problem to provide basic service. Please note that not only seats were changed but my meals also.

Second-what about my right to use lounges? I was denied access although you asured me that on every connecting airport I could rest there.

Third-what about not adding miles for the flight Bankok-Mumbai? It is so cheap of you. If you had added them like other flights from that ticket I'l have golden status. Now as time passed adding them wouldn't change my status.

Menare did not handle the situation appropriately!!!??? She yelled at me and told me that I will get no service!!! What kind of company are you???

I am still waiting for Jet Airways to give me back my money. So, untill I am fully refunded don't make asumtions that it is a done deal. Because your company as I see has no standards.

Regarding your answer-it would be better if you hadn't written anything. And your good will gesture is ricidiculous.

I am happy to share this online with other flyers so that they would know what are your standards and ofcourse-not me nor anyone I know would fly with you. Thank God there Emirates, Qatar, Turkish Airlines... all giving better service to regular flyers, I can only guess what service they offer to frequent.

And as I already wrote I want to make official complain about your employee Menare so give me instructions how or should I find them myself? No one yells at me or denays me help and sercice, especially when I'm right and especially when they should be kind and helpful.

Also, I want contact of your superviser because I don't know if this answer is your idea or some elses.

Disgrace!

Katarina Drobnjak