[ahtiwana]

I am having real hard time getting through to EtihadGuest system, i did an order using etihadguest website and was sent confirmation with details on my order. I did not recieved my orders so when i contacted the vender i was told that Etihad have put my order on hold.

I am very disapointed that Etihad will put my order on hold with out any communication to me and after 3 weeks of follow ups i am not getting any response from Etihad and i was not expecting such a bad experience from a worldclass airline Etihad claims to be.

does anyone on this forum knows if there is a way to escalate my issue to next level so the order can be processed?

[Russandjane]

We've had the same experience. We've been flying with etihad regularly since 2008 but after recent experiences we've decided its just not worth it. Firstly it took them over 3 months to credit missing miles for my husbands recent flights even though we were flying together and my miles were credited. Through the process of chasing the miles we had lack lustre customer service from etihad guest basically just telling us we had to wait for the miles to be credited and giving us no information about when that would be. When we did finally receive our miles we had enough to book return flights to Abu Dhabi and looked into doing this but even with using all the miles that we had, we still would have been up for nearly £700 in additional taxes. Deciding it wasn't worth it, we decided to use our miles to purchase items from the etihad rewards shop. We ordered a knife block, a couple of pairs of ray bans and a watch. The knife block arrived promptly but it's been 5 weeks and we are still waiting for the remaining items. Despite contacting both their contact centres and emailing their guest programme in the last 3 weeks we still have no indications as to when our things are going to be delivered. Any time we contact etihad to enquire about where things are we never seem to be able to speak to anyone who has it within their gift to resolve our complaint. What this reveals to me is that etihad is an organisation with little to no concept of customer service and no infrastructure set up for anyone working within customer service to effectively handle customer complaints. There are no good reasons for us to ever fly with etihad again.