[kavioka]

Dear Sir/Madam

After 15 days, I've just received a BLANK REPLY by "Etihad Feedback". Thank to Etihad Airline and Abu Dhabi Airport Hotel and also Abu Dhabi Tourism Office for such a customer oriented approach!!!
Unfortunately, this is going to be more complicated. I can't find anyone who takes responsibility for the issues I raised after 2 weeks.
I've waited enough as a client, but from now on, I am going to shift this issue to another level.
May Etihad and Abu Dhabi Airport Hotel understand how valuable can a customer be.
Obviously, there are some people who are not appreciating all the efforts and investments that UAE great leaders have done.
It's a pity that such people are causing serious damages to "UAE Tourism Image" by their NONE-CUSTOMER ORIENTED methods and attitudes.
Thank to Internet, I am going to share my terrible experience with the internet society and academic audiences. I am sure this is going to become a great MARKETING/CRM CASE STUDY.
You can read my comments and reviews on TRIPADVISOR.COM, Travelocity, Expedia, BBB, ComplaintsBoard.com, Airlinecomplaints.com, and lots of other Service Reviewer websites.

Regards,

Kaveh P.




From: Etihad Feedback [mailto:feedback@etihad.ae]
Sent: Monday, September 08, 2008 6:57 AM
To: <e-mail removed>
Subject: RE: COMPLAINT- NO RESOLUTION AFTER 10 DAYS [INTR:1956669]

---- Original Message ----

From : Kav

To : feedback@etihad.ae,airphotl@emirates.net.ae,'ATDA Enquiry Team' ,'Etihad Guest' ,'Etihad Guest Affairs' ,info@adta.ae,info@dubaitourism.ae

Subject : COMPLAINT- NO RESOLUTION AFTER 10 DAYS

Date : Wed, 03 Sep 2008 11:26:37 GMT





Dear Sir/Madam,

I appreciate the recent efforts made by Mr. Pinto, however all I observed from his letter was sympathy, but no concrete solution for resolving this matter.
I am sure if you were in my position and had experienced all the problems that my fiance and I had to endure during our stay, you would at least expect a refund as reasonable compensation for the resolution of this matter.
I look forward to hearing from you soon.
Best regards,
Kaveh P.
Dear Mr. Pinto,
Thank you for your response.
Unfortunately, I still can't see any satisfactory resolution from Etihad Airline or Abu Dhabi Airport Hotel.
All I have now is your email after a week. I still have got no response from anyone in Abu Dhabi Airport Hotel.
I appreciate your efforts to make an angry client feel good, and I really appreciate what you are doing as a "Gust Affairs Specialist".
What I saw in your email, were sympathy, courtesy, and a customer oriented approach which make me feel you are quite a good "Guest Affairs Specialist".
I really doubt if hoping is a legitimate business strategy for an esteemed airline like Etihad Airways. But, please try to impress me by the authority you may have. If I were your boss, I would promote you for trying to satisfy dissatisfied and angry clients without using company resources!
I would appreciate a response as soon as possible.
Best of the regards,
Kaveh P.
From: Etihad Guest Affairs [mailto:guest.affairs@etihad.ae]
Sent: Monday, September 01, 2008 10:28 AM
To: <e-mail removed>
Subject: To Mr Kaveh P. from Etihad Airways [RQID:021163]
Dear Mr. P.,
Thank you for your recent correspondence. We very much appreciate the time you took to let us know about your experience when you traveled with us recently. As a customer focused airline, we greatly value our passengers' feedback and perspectives.
In respect to your experiences whilst in transit, Etihad Airways endeavors to offer the best service to its guests, be it in the air or on the ground. This includes the accommodation we offer to guests with stopovers and connections. While we make every effort to ensure a comfortable stay for guests, in your case we have seriously let you down. Your concerning comments regarding the hotel in Abu Dhabi describes the room with major sound proof issues, as you could not rest due to the nuisance created by guests in the adjoining rooms. I sincerely apologise for this disturbing incident. I can assure you that my manager is aware of your complaint and has arranged a meeting with our sales manager to discuss the hotels we promote, as there should surely be some level of standard.
I can appreciate that the above is of little comfort to you given the circumstances and we do not underestimate for a moment the frustration and inconvenience you endured for which we sincerely apologise.
I thank you very much for your constructive feedback and to assure you that we listen. Etihad Airways are trying very hard to ensure that we provide our guests with a service that offers all what we would expect of an airline today. In such a competitive industry we know we are confident that we will achieve our goal in the very near future.
It is my sincere hope that you will be able to put this negative experience behind you and continue to travel with Etihad in the future. I hope that when you next travel with us you will experience the good service and comfort on board our flights for which we are keen to ensure. If I can ever be of any assistance to you in the future please do not hesitate to contact me.
Yours sincerely,

Granvel Pinto
Guest Affairs Specialist
Etihad Airways
PO Box 35566,
Abu Dhabi,
United Arab EmiratesE-mail:feedback@etihad.ae
www.etihadairways.com
The National Airline of the United Arab Emirates


This is the second time they delete my email without reading it:
I think this is going to be a great marketing case for business schools.
This time I am adding more authorities and academics as BCC.


Your message

To: airphotl@emirates.net.ae; guest@etihadguest.com
Cc: editor@gulfnews.com; INFO INFO; Marketing
Subject: Airport Hotel Staff have deleted the first letter without
reading it
Sent: Tue, 26 Aug 2008 15:50:39 +0400

was deleted without being read on Tue, 26 Aug 2008 15:57:00 +0400


The first time :

It seems the airport hotel staff do not like to even read the emails with complain subjects :


Your message
To: airphotl@emirates.net.ae; guest@etihadguest.com
Cc: INFO INFO; editor@gulfnews.com; Marketing; INFO INFO
Subject: Complain- The Five? Star Air Port Hotel-
Sent: Tue, 26 Aug 2008 15:31:22 +0400
was deleted without being read on Tue, 26 Aug 2008 15:37:00 +0400
SO , I am sending this again.

To Whom It May Concern:

As a young Iranian student, I've always been an admirer of UAE and all the progresses they have done. No body can deny how much UAE and its great leaders are enviable among neighbor countries and nations. But unfortunately, sometimes really unexpected things happen. It is disappointing to indicate the poor service that I received during my stay in Abu Dhabi Airport Hotel.

I and my fiance are students and we were in South Africa for a 2 week PhD course. On August 16th, we arrived Abu Dhabi Airport Hotel after a 9 hour flight From Johannesburg by Etihad Airlines (EY 603). We needed some rest as we had our connection flight to Tehran on the next day (Flight EY 343).

I've booked a double room on May 27th and after we reached hotel reception, they gave us a room in the same floor, same corridor, room number 106.
The room was huge and everything seemed to be good. Needless to say, the only point of a Transit Hotel is to rest and fly. Nobody comes to an airport hotel for the fun of it!

First of all I noticed another door, between our room and room number 107! But here comes the worse thing, we could not sleep for even half an hour till morning! I could hear my neighbor singing or washing his/her teeth in bathroom! The room was not isolated at all. Actually if anybody said one word, we could hear it clearly. Moreover, Hotel crew were too noisy in the corridor even at 2 am! They were polite though, but they couldn't help it! After all, they charged us 171 USD for one restless night!

As a student, I normally don't use airport hotels because they are so expensive, but I've planned all these from 2 months before to be active, happy and energetic for my only brother's wedding ceremony on 17th of August, you can imagine that we were sleepy in one of my most important nights.
However, the flights were all good and entertaining, but why Etihad Airline recommend this Hotel in its website? I've trusted Etihad airline and booked this hotel but remembering that awful one night still makes me nervous.

You can't give us back our missed night but, because your organization caused the problems, we expect you to work with us to obtain a satisfactory resolution.


Sincerely,

Kaveh P.
no *****, ***** Building,
***** Ave.,*****,
Tehran-IRAN P.Code:*********
Tel:
0098 ***********
0098 21 ********
cc:
Abu Dhabi Tourism Authority
Abu Dhabi Tourism Office
Gulfnews.com
Tourism Development & Investment Company (TDIC)

[Silent Bob]

I don't think this is the proper forum for this type of complaint because your issue is with the hotel you stayed not the airline you flew. But I don't see this being a "great case study" for anything, you're just a guy who simply had one bad night at a hotel. Most hotel rooms are not soundproof. having stayed in many, many hotels I've been in rooms where stuff is going on in the next room or just outside that's maddening, but it's beyond what the hotel employees can do, nor would I blame them. dirty roo, bad food, awful ammenities, yea those things I can blame the hotel. The guy singing in the room next door? Blame the guy that's singing when he should have respected his neighbors. This complaint also sounds like you want "more" than just an apology as your not satisfied with an apology from the airline. I'm assuming you want something monetary, but I don't think it's going to happen. Good luck with the case study, I simply don't see anyone taking up the cause.

[kavioka]

Dear Bob,
FIRST OF ALL, THANK YOU VERY MUCH FOR THE RESPONSE.
RESPONSES IN CAPS.

I don't think this is the proper forum for this type of complaint because your issue is with the hotel you stayed not the airline you flew.(I SENT THE EMAIL TO AIRLINECOMPLAINTS.ORG AND THEY ASKED ME TO PUT IT IN THE WEBSITE) But I don't see this being a "great case study" for anything (I WOULD REALLY APPRECIATE IF YOU SHARE YOUR ACADEMIC EXPERIENCES WITH ME, SO I SEE IF I CAN MAKE A CASE STUDY OR NOT) , you're just a guy who simply had one bad night at a hotel (IF YOU THINK ITS SO SIMPLE TO HAVE ONE BAD NIGHT IN A HOTEL SO WHAT IS THE POINT OF BEING A MEMBER OF A WEBSITE LIKE WWW.AIRLINECOMPLAINTS.ORG?). Most hotel rooms are not soundproof.(MOST OF THEM? NOT THE PLACES I HAVE STAYED) having stayed in many, many hotels I've been in rooms where stuff is going on in the next room or just outside that's maddening, but it's beyond what the hotel employees can do, nor would I blame them.(WE ARE TALKING ABOUT 3 OCLOCK IN THE MORNING IN A TRANSIT HOTEL WITH PAPER WALLS, WHERE PEOPLE JUST STAY TO REST AND FLY) dirty roo, bad food, awful ammenities, yea those things I can blame the hotel(THE MENTIOND THINGS ARE NOT THE POINT OF STAYING IN A TRANSIT HOTEL FOR 1 NIGHT, THE PURPOSE OF STAYING IN SUCH HOTELS ARE RARELY FOODS,SPAS,AMENITIES,...) . The guy singing in the room next door? Blame the guy that's singing when he should have respected his neighbors( I NEVER BLAME HIM, I AM BALMING THE PAPER WALLS! AND THE GUYS WHO ARE MANAGING A 5STAR! HOTEL LIKE THAT). This complaint also sounds like you want "more" than just an apology as your not satisfied with an apology from the airline.(YOU ARE RIGHT! I AM DISSATISFIED AND I AM BLAMING ETIHAD AIRLINE AND THEIR PARTNER, ABU DHABI HOTEL. YOU THINK I DON NOT HAVE THE RIGHT?) I'm assuming you want something monetary, but I don't think it's going to happen. Good luck with the case study, I simply don't see anyone taking up the cause. (THANKS FOR WISHING ME LUCK, I WILL LET YOU KNOW IF ANYTHING NEW HAPPENS).

[abutterfinger25]

Kavioka:

I agree with Silent Bob. I am not sure what you gripe is with Etihad Airlines (by the way, this is the Canadian Airlines subgroup. You should have toss this in Other Airline Complaint.)

Even if a carrier recommends a certain hotel, it can not be held accountable for the conditions of the hotel. The best that they can do is decide not to recommend the hotel again. The response letter indicates that there is a planned discussion about the hotels they promote. Who knows if that is true or just lip service, but that is really all they can do.

The carrier is not going to refund you the cost of the hotel room.

[Leatherboy2006]

agreeing with silent Bob, question to Kavah did you call the front desk when the man in the next room was being noisey? I have had noise in the room next to me before, called the front desk, they sent someone to the room to ask the person to hold down the noise. Some people making noise don't realize they are that loud. If you didnt call the front desk then not sleeping is your probelm for not being proactive during the noise and now wanting to belly ache.

[kavioka]

Originally Posted by Leatherboy2006

agreeing with silent Bob, question to Kavah did you call the front desk when the man in the next room was being noisey? I have had noise in the room next to me before, called the front desk, they sent someone to the room to ask the person to hold down the noise. Some people making noise don't realize they are that loud. If you didnt call the front desk then not sleeping is your probelm for not being proactive during the noise and now wanting to belly ache.

DEAR LEATHERBOY2006,

I'VE JUST GOT A REFUND.
I DO APPRECIATE YOUR CONCERNS!

TAKE CARE