[abudhabi]

I'm based in Abu Dhabi and fly regularly with Etihad.

At first, their FF programme was inviting, especially once reaching Silver Tier. Their prices were comparable to other other airlines and it was easy to earn points, especially flying AUH-SYD at least twice a year and several shorter flights as well. The benefits tempted me away from Emirates and other airlines, and I have been loyal ever since.

Over the last year or so, Etihad have severely devalued the benefits of membership by:

1. Not allowing Silver members flying Economy into their AUH Etihad lounge, instead sending them to the far inferior 'Al Reem' Lounge, located in another terminal of AUH and requiring an additional security check. Al Reem is not run by Etihad staff, the food is embarrassingly bad, there is no business centre and the wifi is often down, bar service and decor are low-brow at best. This change occurred before the summer in 2011, and Etihad staff both over the phone and at check-in assured me that it was only temporary and for the high traffic summer period. 12 months later and still no access to the Etihad lounge for previously entitled members.
2. Dramatically increasing the points required for a redemption flight on most sectors. Points required for a return AUH-SYD flight jumped by almost triple.
3. And finally, in the last fortnight, restructuring the points earned flying based on the fare structure of the ticket booked rather than the miles flown. A discounted economy ticket now only earns half the points that it used to.

I feel absolutely ripped off by Etihad, having been lured into the programme with specific benefits and then having them all largely removed. A 5kg increase in allowed baggage is not enough to keep me loyal! I know other regular EY flyers that feel the same, and the ones based in Dubai (which has a much larger population than Abu Dhabi and is the much-preferred destination to Abu Dhabi for visitors to the UAE) have dropped them entirely - the commute to the capital for an Etiahd flight is no longer worth it.

In addition to the above complaints, their over-the-phone customer service leaves much to be desired (like most customer service in the UAE - but this is an international airline!!) and my requests to discuss this with someone at Etihad have been unanswered.

Unless these benefits are reinstated (wishful thinking, I know), I'll be redeeming the balance of my points and making the switch to an airline that actually values their frequent flyers.

[Etihad Representative]

Hi AbuDhabi,

I am sorry that you are not happy with the changes to the programme.

If you could DM me your details, I shall pass your comments along to the Etihad Guest Department.

Kind Regards

Cazzi

[saoimedia]

I have had a nightmare with Etihad recently. I bought 3 tickets from Ireland to Australia on the basis that if I signed up as an Etihad guest, the 3 passengers would receive 5k extra baggage allowance. This was back in February and I went through the whole process with an Etihad representative on the phone signing them up, and was given instructions that they should bring their temp cards to the airport. On March 31st Etihad changed this without informing anyone, and now you have to have a permanent card to get the 5k extra. As I booked my tickets on the basis that I would get the 5k, I've had the travel agent onto Etihad, who said they would honor anyone who bought tickets and signed up before the 31st of March, and they would send an email confirming this that could be shown at the airport. No such email has ever arrived, and the agent is having a nightmare trying to chase it up. If Etihad wants to restore any good faith with me a representative will get in contact and sort this out right away. The party is travelling on the 2nd of May from Dublin to Melbourne. If not I will never use Etihad for my business again, as I feel like I've been mislead, and disrespected by their customer service - who by the way hung up on me when I called myself.

I hope that Etihad has someone working there who can take responsibility and provide proper customer service and also honor their own promises to their customers.

paulamkehoe@gmail.com

[Etihad Representative]

Hi Saoimedia,

Thank you for your post. I have passed this on for you, and someone will be in contact shortly.

Your patience is appreciated.

Kind Regards

Cazzi

[Etihad Representative]

Hi Saoimedia,
If you could DM me you Etihad Guest Number, This will speed the process up for you.

Kind Regards

Cazzi

[saoimedia]

Hi, thanks for getting back to me about this.

The three guests are:
Louis de Paor 100113834155
John Brennan 100113725902
Colm Hogan 100113726274

Could you please email my address below as well with this confirmation, as if it comes too late they may not be in the position to print them out, and I can arrange something else.

Thank you... I really hope you can sort this out.

Best wishes

Paula Kehoe
paulamkehoe@gmail.com

[saoimedia]

Hi Etihad,

I was wondering if these responses regarding assisting with the situation for real? I haven't received anything and the departure time is 2nd May at 9.20am from Dublin.

I would really appreciate an email acknowledgement.

Best wishes
Very disgruntled Etihad customer

[jimworcs]

Paul,
I can definitely confirm that Cazzi has been genuinely helpful to a number of people who have posted on these boards. However, I think you may have to allow some time...I think she is the only person in Etihad monitoring boards and there may be a delay.

[Prince77]

"I feel absolutely ripped off by Etihad, having been lured into the programme with specific benefits and then having them all largely removed. "

Fully agree with the quote above.

Actually I am a very loyal Etihad Guest with Gold status (#100024407895, 270.000 miles accumilated currently)as I fly regularly BKK - FRA - BKK at least 6 - 7 times per year. It was very much appreciated to be a Gold member and enjoy all those benefits promised originally until all those frequent changes took place. Adding insult to injury Etihad "sold" these changes as improvements which left a bitter taste of sarcasm to me.

In addition to the deduction of benefits unfortunately also the service in cabin declined not regarding the quality but in view of benefits. I remember that there was water distributed before each take - off in economy class or amenity kits provided in business class: all no longer since about one year +.

It happend quite some times before, that I booked a flight which was a few days later much cheaper for whatever reason. As I am travelling a lot I started to compare prices of Etihad on different days and with different departure airports e.g. turning flight origins.

It turned out, that if I switch departure airport to FRA instead of BKK it will save me more than 1.000.- Euro for those trips. So I did switch. Unfortunately since a few month Etihad joined with AirBerlin and therefore now has plenty of flight combinations on my prefered route with the result, that reasonably priced tickets at about 800.- Euro / trip are not attractive anymore as the flight time will accumilate up to 28 hours for one leg.

Besides all of above: I still love this airline as I consider them professional on ground and in air (fortunately did never have a problem like others). But Etihad should be aware that it takes a long time to build-up a good reputation and that this is not forever. Etihad cannot rest on their laurels but should proof every day to strive for the best.

Hope they will do.