[Questor18]

I hope my experience with Etihad Guest Affairs will help others in the future.

I booked return flights for my wife and myself in March 2011 for travel between Manchester and Sydney (Australia) over Christmas last year. At the time of booking, I noted (somewhere within the website Terms and Conditions) that one change to our flights could be made for a fee of £75 each. This was one of the reasons we booked with Etihad since there was a possibility that we would need to change our return flight.

In the event, for family reasons, we found we needed to do so. On contacting the Airline booking team in Sydney, we were told that we would have to pay £135 each to make the change. I explained that I had never seen this figure before and that the T&C's I had read when booking said £75. This was not accepted and I had to agree to pay the £135, albeit under protest.

Despite raising a complaint with Guest Affairs, and lengthy correspondence, I have got nowhere. I have been told that I need to produce a copy of the T&C web page that I saw. Because the relevant T&C were not included with my booking information and there appears to be no archive of the web pages (despite my best efforts to locate them) I have been unable produce the relevant page. Convinced that the airline must have a record, I have asked for them to send me a copy, again to no avail. I was willing to accept that I may have made an error if evidence was produced to the contrary but it would seem that Etihad Guest Affairs is unable (or unwilling?) to do so.

So be warned. Make sure that you keep a record of pertinent conditions attached to your booking or you will be at the mercy of the airline.

[The_Judge]

Great advice. I wish all passengers would read your post. Well done.

[cuhullainn]

Originally Posted by The_Judge

Great advice. I wish all passengers would read your post. Well done.

It does not always help!!
I purchased a ticket for my wife and I in aug 2012, the ticket booking confirmation clearly stated:
Fare rules
Change your flight: Permitted at a charge of EUR150.
Cancel your flight: Before departure permitted at a charge of EUR250.
After departure refunds are not permitted.
Refund administration fee: Etihad charges service fees for all tickets being processed for a refund, in addition to any fare penalties applicable.

A week of so before departure ( flight ZEDSFY Dublin to Abudhabi, dep Nov 15, 2012), my wife was diagnosed with a detached retina and had to undergo emergency operation.
I contacted Etihad to cancel the ticket, they first told me that the ticket was not refundable.
I informed them of the stated fare rule and that I was willing to pay the charge.... as of today...after several email/phone exchange... not conclusion... the last email asking for status was Jan 31, 2013 (to Etihad Guest Affairs Premium) has yet to be answered!!
The Hotel in Abu Dhabi did reimburse us, even the taxi company!
My wife is still under medical interdiction to fly today!!!

A disappointed Etihad Gold Guest Member !

[Questor18]

Thanks, Judge. I have to say that I got the impression that Guest Affairs were more interested in protecting the airline than helping the customer. I was very disappointed with their response. The member of booking staff that I spoke to was very much more sympathetic.

[The_Judge]

The post I was referring to said to "keep a record". Did you keep a record of that policy and forward it to them to show them what you were reading?? It would be hard for them to argue with their own policy when they are reading it right in front of them.

[cuhullainn]

Originally Posted by The_Judge

The post I was referring to said to "keep a record". Did you keep a record of that policy and forward it to them to show them what you were reading?? It would be hard for them to argue with their own policy when they are reading it right in front of them.

Yes I always do (browser screen print, e-mail, confirmation...etc) and Initially they did refuse but I when I produced the "proof", it started the merry go round of "having to refer to someone. else...", excessive delays in answering emails... etc.
There was a acceptance in principle to refund but seems that there is now a bureaucratic cat and mouse game!.........
Incidently, after my first post of yesterday, I did receive a reply from Etihad of my last email (Jan 31, 2013). More checking going on...

With the current recession, if I had been that late for repayment of my mortgage, the bank would have repossess my house by now!!

[cuhullainn]

Just to let you know that I have been refunded (less charges).
"Better late then never..."..

Happy St Patrick's Day to all of you!!!