[sreekanth]

Hi,

I would like share my experience with Etihad airways customer care regarding my ticket cancellation.

I was planning to change my travelling plan, so i called customer care dept for the procedure to be followed if customer is changing the travelling plan.

So i called the customer care to find out the process and charges of cancellation and also to find out various ways to make use of the ticket.
I was getting multiple responses from customer care(such as it is non refundable,can be postponded...etc .

So one day i decided to cancel my ticket(as my leave approval was going to be a problem if i postponed the ticket) but before that i thought of knowing the exact amount i would get back.

On Oct 30th i called customer care and i ask them for the complete details. The guy checked my ref no. and told me that my ticket is refundable. I felt very happly and asked him what is the amout i would get back. He said cancellation charges+ service charges would be deducted and rest could be refundable. Then i told him that previously i had multiple response about the money i will get back, are you sure about it. He is said yes, as the plain has not flown your ticket is refundable. Then after confirmaton, i asked him to proceed for cancellation. And also asked him to send out an email reg the discussion and tikcet status. He said mail cannot be sent and said that Etihad would send an email only to the customers having itenery. Then i asked him when could i expect the amount. He said refunding dept will contact me and deposit my money in my credit card.

But after 2 days i got a mail saying that ticket is non refundable. I was shocked to see that i called to customer care again, now they are saying that the ticket was cancelled by Manchester team and it is them who have to take care of this issue.

My travelling date is nov 8th. I was running short of time, as ticket was cancelled and someone has sent a mail its not refunding. Many a times i called the customer care, they were saying that they cannot transfer teh call to manchester, but instead they can only send out an high priority email to them. So i was just asked to wait for the call.

On Nov 5th i got a call(3 days left for my travel), when i asked him about the status, the guy was telling me that ticket is non refundable and the Customer care agent has guided me wrongly.
I told him that its very late you could have called and told me before as there was long gap since ticket is cancelled. Only 3 days left for my travel. He was saying sorry, he said we cannot change the rules of non refundable ticket. Then after long discussion i asked him to give back my original ticket, as it was not my mistake, during the cancellation the agent has guided be wrongly.

But the guy is not ready to give my ticket back also, and was saying ticket is of high price you cannot even get it back. When i told the guy that " why would i cancel the ticket if it is not refundable, i used wait for last minute and then take the decision". Then guy started thinking about it and said wil talk to me next day after discussing the situation with agent who has cancelled the ticket.

So i am waiting for the call.

Now i am in a possition, in which i cannot travel( using my original ticket) or need to discuss alot waiting in the calls daily to check the status of this issue..


I will ask Etihad to give back my ticket or give back my money.


Please suggest...thankyou.

[sreekanth]

My only question is, if customer care dept does a mistake, by providing wrong rules and let the passenger cancel the ticket. Who has to take responsibility of it?

Later Airways comeup saying thats a mistake of an agent(from customer care) and passenger cannot get back his original ticket...