[guy.liddell]

I'm a Gold Card member with currently 100,000+ and heading for 150,000 by the end of 2011, so you'd think they'd go the extra mile (er...Etihad mile <joke>)

Ticket Reference 607 5341 312910 if anyone at Etihad is listening. I usually travel Economy and upgrade to Business every now and then, particularly on overnight flights between Manchester and Abu Dhabi. On one previous occasion, I upgraded with no problems, once I'd paid the difference between the ticket price paid and Q class; the lowest class you can do to be eligible for an upgrade.

I wanted to do this for the flight on 6 July from AWH to MAN. Some 10 calls later to both Etihad in the UK and UAE, I now discover that the information previously given was incorrect ( as well as a load of other stuff; e.g. telephone numbers to call and calls not returned as previously promised etc etc).

I have at last discovered that, if you haven't actually used any portion of the ticket yet, BOTH legs of the journey have to be Q class, not just the leg you want to upgrade, contrary to what I was previously told, so I only upgraded the leg I wanted business class for and paid the amendment fee. Now, if I want to go ahead, I have to upgrade the leg I'm flying economy on as well and pay another amendment fee!

I've asked them to waive the amendment fee in the circumstances and they're thinking about it from an initial "No". I'll keep you posted.

In my opinion, "customer service" to Etihad doesn't mean what it means in Europe or the US. It means "be polite but don't actually take any responsibility for sorting anything out even when it's your fault and whatever you do, keep your customers hanging on as long as you can and never call them back". Fight crew great, aircraft very nice but don't expect anything by way of customer service or resolution of complaints, even if you are a Gold Card member!!

[telldubai]

Hi Guy, having just read your post, I can feel your frustration. I have lived here in the UAE for almost 6 years now and believe me customer service does not exist. I think the biggest problem is the language and cultural differences. Whats good for service for the rest of the world alot of these people just dont understand.