Dear Sir/Madam
After 15 days, I've just received a BLANK REPLY by "Etihad Feedback". Thank to Etihad Airline and Abu Dhabi Airport Hotel and also Abu Dhabi Tourism Office for such a customer oriented approach!!!
Unfortunately, this is going to be more complicated. I can't find anyone who takes responsibility for the issues I raised after 2 weeks.
I've waited enough as a client, but from now on, I am going to shift this issue to another level.
May Etihad and Abu Dhabi Airport Hotel understand how valuable can a customer be.
Obviously, there are some people who are not appreciating all the efforts and investments that UAE great leaders have done.
It's a pity that such people are causing serious damages to "UAE Tourism Image" by their NONE-CUSTOMER ORIENTED methods and attitudes.
Thank to Internet, I am going to share my terrible experience with the internet society and academic audiences. I am sure this is going to become a great MARKETING/CRM CASE STUDY.
You can read my comments and reviews on
TRIPADVISOR.COM, Travelocity, Expedia, BBB, ComplaintsBoard.com, Airlinecomplaints.com, and lots of other Service Reviewer websites.
Regards,
Kaveh P.
From: Etihad Feedback [mailto:
feedback@etihad.ae]
Sent: Monday, September 08, 2008 6:57 AM
To: <e-mail removed>
Subject: RE: COMPLAINT- NO RESOLUTION AFTER 10 DAYS [INTR:1956669]
---- Original Message ----
From : Kav
To : feedback@etihad.ae,airphotl@emirates.net.ae,'ATDA Enquiry Team' ,'Etihad Guest' ,'Etihad Guest Affairs' ,info@adta.ae,info@dubaitourism.ae
Subject : COMPLAINT- NO RESOLUTION AFTER 10 DAYS
Date : Wed, 03 Sep 2008 11:26:37 GMT
Dear Sir/Madam,
I appreciate the recent efforts made by Mr. Pinto, however all I observed from his letter was sympathy, but no concrete solution for resolving this matter.
I am sure if you were in my position and had experienced all the problems that my fiance and I had to endure during our stay, you would at least expect a refund as reasonable compensation for the resolution of this matter.
I look forward to hearing from you soon.
Best regards,
Kaveh P.
Dear Mr. Pinto,
Thank you for your response.
Unfortunately, I still can't see any satisfactory resolution from Etihad Airline or Abu Dhabi Airport Hotel.
All I have now is your email after a week. I still have got no response from anyone in Abu Dhabi Airport Hotel.
I appreciate your efforts to make an angry client feel good, and I really appreciate what you are doing as a "Gust Affairs Specialist".
What I saw in your email, were sympathy, courtesy, and a customer oriented approach which make me feel you are quite a good "Guest Affairs Specialist".
I really doubt if hoping is a legitimate business strategy for an esteemed airline like Etihad Airways. But, please try to impress me by the authority you may have. If I were your boss, I would promote you for trying to satisfy dissatisfied and angry clients without using company resources!
I would appreciate a response as soon as possible.
Best of the regards,
Kaveh P.
From: Etihad Guest Affairs [mailto:guest.affairs@etihad.ae]
Sent: Monday, September 01, 2008 10:28 AM
To: <e-mail removed>
Subject: To Mr Kaveh P. from Etihad Airways [RQID:021163]
Dear Mr. P.,
Thank you for your recent correspondence. We very much appreciate the time you took to let us know about your experience when you traveled with us recently. As a customer focused airline, we greatly value our passengers' feedback and perspectives.
In respect to your experiences whilst in transit, Etihad Airways endeavors to offer the best service to its guests, be it in the air or on the ground. This includes the accommodation we offer to guests with stopovers and connections. While we make every effort to ensure a comfortable stay for guests, in your case we have seriously let you down. Your concerning comments regarding the hotel in Abu Dhabi describes the room with major sound proof issues, as you could not rest due to the nuisance created by guests in the adjoining rooms. I sincerely apologise for this disturbing incident. I can assure you that my manager is aware of your complaint and has arranged a meeting with our sales manager to discuss the hotels we promote, as there should surely be some level of standard.
I can appreciate that the above is of little comfort to you given the circumstances and we do not underestimate for a moment the frustration and inconvenience you endured for which we sincerely apologise.
I thank you very much for your constructive feedback and to assure you that we listen. Etihad Airways are trying very hard to ensure that we provide our guests with a service that offers all what we would expect of an airline today. In such a competitive industry we know we are confident that we will achieve our goal in the very near future.
It is my sincere hope that you will be able to put this negative experience behind you and continue to travel with Etihad in the future. I hope that when you next travel with us you will experience the good service and comfort on board our flights for which we are keen to ensure. If I can ever be of any assistance to you in the future please do not hesitate to contact me.
Yours sincerely,
Granvel Pinto
Guest Affairs Specialist
Etihad Airways
PO Box 35566,
Abu Dhabi,
United Arab EmiratesE-mail:feedback@etihad.ae
www.etihadairways.com
The National Airline of the United Arab Emirates
This is the second time they delete my email without reading it:
I think this is going to be a great marketing case for business schools.
This time I am adding more authorities and academics as BCC.
Your message
To: airphotl@emirates.net.ae; guest@etihadguest.com
Cc: editor@gulfnews.com; INFO INFO; Marketing
Subject: Airport Hotel Staff have deleted the first letter without
reading it
Sent: Tue, 26 Aug 2008 15:50:39 +0400
was deleted without being read on Tue, 26 Aug 2008 15:57:00 +0400
The first time :
It seems the airport hotel staff do not like to even read the emails with complain subjects :
Your message
To: airphotl@emirates.net.ae; guest@etihadguest.com
Cc: INFO INFO; editor@gulfnews.com; Marketing; INFO INFO
Subject: Complain- The Five? Star Air Port Hotel-
Sent: Tue, 26 Aug 2008 15:31:22 +0400
was deleted without being read on Tue, 26 Aug 2008 15:37:00 +0400
SO , I am sending this again.
To Whom It May Concern:
As a young Iranian student, I've always been an admirer of UAE and all the progresses they have done. No body can deny how much UAE and its great leaders are enviable among neighbor countries and nations. But unfortunately, sometimes really unexpected things happen. It is disappointing to indicate the poor service that I received during my stay in Abu Dhabi Airport Hotel.
I and my fiance are students and we were in South Africa for a 2 week PhD course. On August 16th, we arrived Abu Dhabi Airport Hotel after a 9 hour flight From Johannesburg by Etihad Airlines (EY 603). We needed some rest as we had our connection flight to Tehran on the next day (Flight EY 343).
I've booked a double room on May 27th and after we reached hotel reception, they gave us a room in the same floor, same corridor, room number 106.
The room was huge and everything seemed to be good. Needless to say, the only point of a Transit Hotel is to rest and fly. Nobody comes to an airport hotel for the fun of it!
First of all I noticed another door, between our room and room number 107! But here comes the worse thing, we could not sleep for even half an hour till morning! I could hear my neighbor singing or washing his/her teeth in bathroom! The room was not isolated at all. Actually if anybody said one word, we could hear it clearly. Moreover, Hotel crew were too noisy in the corridor even at 2 am! They were polite though, but they couldn't help it! After all, they charged us 171 USD for one restless night!
As a student, I normally don't use airport hotels because they are so expensive, but I've planned all these from 2 months before to be active, happy and energetic for my only brother's wedding ceremony on 17th of August, you can imagine that we were sleepy in one of my most important nights.
However, the flights were all good and entertaining, but why Etihad Airline recommend this Hotel in its website? I've trusted Etihad airline and booked this hotel but remembering that awful one night still makes me nervous.
You can't give us back our missed night but, because your organization caused the problems, we expect you to work with us to obtain a satisfactory resolution.
Sincerely,
Kaveh P.
no *****, ***** Building,
***** Ave.,*****,
Tehran-IRAN P.Code:*********
Tel:
0098 ***********
0098 21 ********
cc:
Abu Dhabi Tourism Authority
Abu Dhabi Tourism Office
Gulfnews.com
Tourism Development & Investment Company (TDIC)