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The flight gets delayed by 5 hrs, no one calls and you are in the airport 7.5 hrs before the flight takes off and you get humuliated by the staff.

FLIGHT DETAILS - EY 170

BOOKING REFERENCE # - AWBNFB

GOLD MEMBERSHIP - 103287****15

This is a very loyal business class passenger, currently pissed off and writing this to make sure someone senior enough looks at this feedback and takes action as apparently 3 layers of the staff at the airport couldn't do anything. So this is what has happened

I come to the airport trying to checking for my 4.50 PM flight, only to realize that the flight is now departing at 9.30 PM. I started to ask the ticketing agent, if I can get moved to a business class and if there is an opportunity. First she mentioned it was a full flight and there are no seats in business class (which is a lie), I started asking her what is that they do for a GOLD member, regular Etihad traveller when their flight gets delayed by 5 hrs and makes the entire trip planning for a toss, she replies that it's not their problem it's the flight problem and they have nothing to do with it. Then I ask what do you do to the customers, she said we don't do anything Sir, they will have to wait for the flight. Then I mentioned if there is a possibility to upgrade through my miles, she mentioned yes that can be done but has to be handled by a different manager - the new manager comes in and says it is possible and will get me upgraded and then says I have 5K miles less to get upgraded, it required 101K miles and I had 96K miles. Then I had to spend a lot of time with her trying to explain her that initially I was lied that there were no seats, now with miles they have seats - she mentioned we have a lot of seats sir but it is not possible to upgrade, obviously I was not happy - 30 mins into the conversation I have asked is there anyone that can help as I was clearly not satisfied with the service and probably VERY unhappy with the treatment, I have even mentioned to her that I used to be a regular customer of Emirates and now have switched to Etihad and not changed it back, a frequent traveller and my last 4 trips were all "Business Class", I said I used to get complimentary upgrades from Emirates in my europe trips and the answer was "We don't do that sir" - my question was "how can then Etihad become a 5 star airline" when being in services industry you cannot even service a customer that is requesting one leg upgrade when you have the seats and when YOUR flight is delayed and has nothing wrong with me. She finally calls a 3rd manager - Jennifer @LAX, and the disaster starts really from here - not only she couldn't help, she was RUDE and has humiliated me enough and I have even mentioned to her that I'm totally unhappy and she couldn't resolve my issue just for 5K less miles that I have, told her that this would be my last trip on Eithad as I'm humiliated - because she almost said she didn't care if I was a frequent traveler or loyal traveler or even if I ranked Etihad as one of the best airline in every single survey that I have received.

She was OK me going disgruntled - even when I have mentioned airlines is a services industry and there is no way Etihad can be 5 star rated service airline if they cannot address thier "GOLD" member issue - BTW, I'm only GOLD because in the last 1.5 years is only when I have started using Etihad and already made 4 business class trips. She wanted to see me go pissed off baffled me - I said I'll provide strong feedback across all channels and she didn't care a less.

I'm not at all threatening but given the "humiliation" I had after being a loyal business customer for Etihad all this while, I'm very much decided to take on the humiliation I got - get everything to be done on my social channels and some strong voice and very creative video done on the things that have happened to me and how the services industry is not services oriented anymore. I have lakhs of FB fans and 10 and 1000s of twitter followers, run India's #1 coupon website called GrabOn - so we know something about digital marketing.

This is very bad that there is not a good service managers in line that can take care of customer service - hope you have got some good crisis management team because this is going to be huge, I have already alerted my team at midnight - this is bad how Etihad humiliates their customers. Jennifer and Etihad should no the power of humiliation and the kind of retaliation that they get.

I feel embarrassed to even write this long after all the treatment that I got but I wanted to make sure I keep my hunger for humiliation live - so every word I write makes me more determined to take this campaign on - BIG TIME

This should be a less - Never humiliate your own customer, doesn't matter if you are the #1 airline in the world and don't care about 1 passenger that you will be losing for life.

Good Bye Etihad

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

Etihad Airways Cons: Jennifer lax - should be fired.

Location: Los Angeles, California

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EtihadHelp

Hi there,

Thank you for all the information. We will proceed with forwarding the details to our Guest Relations Team so they can create a case for you and investigate on what happened during that day.

Thank you for letting us know. *Sky

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