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#1
Jul 16, 2014, 4:21 AM
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Uphill battle to credit miles on Etihad Guest
I am a frequent flyer in a number of different programs. Whilst the Etihad Guest program seems relatively attractive for its family member program and the fact that it has a large number of partners which are non-mainstream alliance members, I have learnt that making a retroactive claim is an uphill battle to say the least!
I have had a lot of difficulty making a retroactive claim request for a set of flights which my parents took from Harbin to Shenzhen on airline partner Hainan Airlines. Does anyone have any suggestion what to do? Here is a chronicle of the correspondence April 6 emailed retroactive claims details to Etihad Guest with all flight details and boarding passes June 9 follow-up email to Etihad Guest attaching original email with all details and boarding passes (2nd time the information is sent) June 15 email response from Etihad Guest requesting boarding pass copies even though the same had been attached in the emails on April 6 and June 9 June 15 email to Etihad Guest attaching the original email (3rd time the information is sent) June 17, 18 follow up calls to Etihad airlines to chase them on the status of the claims (response being given is that the call centre agent will send an email to help chase) June 25 email from Etihad Guest confirming that the claim is being processed but addressed to the wrong person (who is Mrs Keane?) July 1 response from Etihad Guest requesting me to provide the original flight details again and incorrectly stating that the partner airlines is STA Travel (!?) July 6 resending all details all over again including boarding pass copies (4th time the information is sent) Thank you Simon |
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#2
Aug 7, 2015, 10:55 AM
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Etihad ignore every request
Tried so many times for over 2 months to get my guest miles added to Etihad. Still waiting...such bad service.
This is just some of my communications! One acknowledgement of boarding pases sent..THEN NOTHING!!!: From: CD To: "retroclaims@etihadguest.com" <retroclaims@etihadguest.com> Sent: Tuesday, 2 June 2015, 18:16 Subject: claim CHRISTOPHER DOUGHTY 100106089112 Silver As instructed, I enclose claim for Etihad miles for four flights last month with partner airline Asiana. Thank you, From: CD To: "retroclaims@etihadguest.com" <retroclaims@etihadguest.com> Sent: Thursday, 11 June 2015, 14.38 Subject: claim CHRISTOPHER DOUGHTY 100106089112 Silver I am AGAIN enclosing claim for Etihad miles for four flights last month with partner airline Asiana. Thank you. From: "RetroClaims@etihadguest.com" <RetroClaims@etihadguest.com> To: wazz@btinternet.com Sent: Wednesday, 1 July 2015, 7:06 Subject: MILES QUERY [ACCT:1716094] Etihad Guest Number: 100106089112 Dear MR. Doughty, Thank you for taking the time to contact the Etihad Guest Service Centre with your request for missing Etihad Guest Miles to be credited to your account. We are in receipt of your email pertaining to below flight. Tickets no: 988529237434104 988529237434103 988529237434101 988529237434102 Please be advised that we are looking into the concerns you have raised. Rest assured that your email has received our attention and we hope that in time, we would be able to correspond to you accordingly. Your patience and understanding in this regard is much appreciated. Should you require any further assistance, please do not hesitate to contact us. Yours sincerely, Latifa Salem Etihad Guest Service Centre From: CD To: "retroclaims@etihadguest.com" <retroclaims@etihadguest.com> Sent: Wednesday, 15July 2015, 11:21 Subject: claim CHRISTOPHER DOUGHTY 100106089112 Silver My miles have still not been added ! Please reply. CD To guest@etihadguest.com Sent: Saturday 15July 2015, 08:32 PLEASE LOOK INTO THIS FOR ME CHRISTOPHER DOUGHTY 100106089112 Silver I have been contactng RetroClaims as follows SINCE EARLY JUNE On the second attempt they eventually (July 1) confirmed receipt of my boarding passes....... but they have never been in touch again or acknowledged my emails!. |
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#3
Oct 10, 2015, 6:50 PM
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Worst customer service i have ever known
08-07-2015 09:52 PM
Etihad Representative Dear Ms. Daughty, Thank you for sending your details through. We've forwarded them to our Etihad Guest team who will be back to us during normal business hours from Sunday onwards, as it's week end here in the UAE. We thank you for your patience. *RM RE YOUR REPLY you will see in attached emails that I have been trying to get these miles added SINCE JUNE !! 2 months ago I was promised it was being dealt with................Again nothing done. I have 8 further flights to add after these are credited. But nobody there seems to care about loyal customers. Quote:
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#4
Oct 10, 2015, 6:52 PM
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Worst customer service I have ever known
08-07-2015 09:52 PM
Etihad Representative Dear Ms. Daughty, Thank you for sending your details through. We've forwarded them to our Etihad Guest team who will be back to us during normal business hours from Sunday onwards, as it's week end here in the UAE. We thank you for your patience. *RM RE YOUR REPLY you will see in attached emails that I have been trying to get these miles added SINCE JUNE !! 2 months ago I was promised it was being dealt with................Again nothing done. I have 8 further flights to add after these are credited. But nobody there seems to care about loyal customers. Quote:
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#5
Oct 12, 2015, 6:57 AM
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Please stat in touch
Hi Mr.Doughty,
I've been waiting a long time too with only a standard form response. I'd be pleased if you could let us all know if you gey any joy out of escalating your complaint. So far I am not at all hopeful, despite have flown first class! Chris |
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#6
Oct 12, 2015, 8:05 AM
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will update IF any progress...
OK. Happy to pool my experiences but don't hold your breath!
I don't think they have the slightest interest in their customers. If anyone has any success please let us know how you did it! |
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#7
Oct 12, 2015, 8:26 AM
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Quote:
we're happy to help with your missing miles. You can best send us an email to ********************** with your ticket number(s) and your Etihad Guest number and we'll look into this for you shortly. Thank you for getting in touch. *JP |
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#8
Aug 7, 2015, 7:22 PM
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Quote:
Thank you for your post. We apologize for the delay encountered with our team processing our query. Please allow us to help you get this processed for you. May we have your Etihad Guest number, and the interaction number related to your latest email and we will look into it this for you. Thank you. *RM |
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#9
Aug 7, 2015, 7:45 PM
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Re Etihad ignore every request
Ok here are the details you need:
CHRISTOPHER DOUGHTY 100106089112 Silver Subject: MILES QUERY [ACCT:1716094] Wednesday, 1 July 2015, 7:06 I HOPE THIS CAN BE DEALT WITH NOW PLEASE |
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#10
Aug 7, 2015, 8:52 PM
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Dear Ms. Daughty,
Thank you for sending your details through. We've forwarded them to our Etihad Guest team who will be back to us during normal business hours from Sunday onwards, as it's week end here in the UAE. We thank you for your patience. *RM Quote:
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