[kasma]

I had an bad experience to contact the etihad guest.
My story is as follows:-
Some portion of my and my husband Etihad miles would expired in the end of December,2011 . I therefore redeemed my miles for partner flight of Etihad by starting contact Etihad guest in the first week of December by email asking for redeeming the flight from Virgin Australia.I got a response from Etihad that I have to contact to call Etihad guest which was an information that I've already known.So I tried to contact Etihad in Abu Dabi as everybody known that it 's very hard to get someone answer the phone by using Etihad Guest no..Finally I was end up by buying my own ticket because I could not wait for your action.Later I tried to redeem my miles again before it was expired.After trying to contact Etihad guest so many times,I finally got the confirm booking from CONTACT EY AGENTID04192224 on Dec23,2011 that I got a confirm itineray no.7V6A32
In that day I kept telling her that I would go to Australia on Dec.24,2011,so I had to finished the redeemed process before the end of the December in order to redeem my miles before expired.I also ask her about the taxes which she said that it 's be your agent to contact us later about the taxes payment.No body contact us until the first week of January,your agent contact my husband asking for deduct 6000 miles and taxes payment in the amount of euro 95.My husband told him to contact me in Australia or contact me again when I was back on January4,2012.
Noone called me back,so I called Etihad guest this morning by myself asking for paying taxes in order to get the ticket issued.
It's so surprised me that I found out that you will deduct my miles again from my remaining account. I don't have any idea why you didn't deduct from the account that expired despite we had agreement about the redeem ticket since December 23,2011 which in that day my miles was exist.Your lady who answered my phone today said she will investigate and will call me back within 8 hours.Now 8 hours passed by,I think you can guess noboby call me yet.
This is not the first time that I found out it's so difficult to get miles redeption from you believe me I 'm not only one who fell this way.
My suggestion is Etihad should decentralize each country manager to get authorized to handle the customer services on your behalf.
Is it too much if I hope that someone in the Etihad Guest might give any attention to this message.

[jimworcs]

You have a better chance of Etihad answering your question than any other airline! Let us know if you get a response.