[hapihali]

Hi,
I'd like to share my complaint, as I feel it was unfairly treated. First and foremost, Etihad's service on the flight was excellent - no problems. However, my husband was unsure about how to claim our miles and rang Etihad Customer Service (this was our first time in claiming miles - as we decided to be frequent flyers with them...). My husband was told to claim them on: retroclaims@etihadguest.com . He did and we still have the original email - which was before expirey date by months. After contacting Etihad airlines via phone and email and facebook (!!)...we had negative feedback to say that we passed the expirey date - even after emailing them the original scans. Etihad Customer Service also told us that we went to the wrong address to claim!! I was unsatisfied with their reply and am frustrated that our points are gone as we are a family of five and it was only our daughter that was 11 years when we travelled (mid last year in 2011).
Can anyone please advise us on who we can talk to - we would like to reclaim our points as we believe we were misguided by Etihad Customer Service in the first place. We left it after 'claiming' thinking that it was all okay. Now that we are planning on travelling again early next year, we've lost our chance of claiming our points - because it wasn't our fault.
We'd appreciate some advice and assistance on how we can reclaim our lost points. Thank you in advance for your time.
Kind Regards,
Hapihali.