Im an Etihad Gold member# 100040018131, I had yesterday a very bad experience with Etihad Guest relation at Abu Dhabi airprt and I want to issue an official complaint. I have booked a ticket Abu Dhabi - London, Ref: ZWYJRF via tripair, as you see attached, the name booked is Saly Lamie matching my passport spelling, however when I was checking in the Business Counters at the airport the Lady on the desk started telling me that my ticket has a different name than mine, and it shows on Etihad ticket is has an additional "L" (Sally instead of Saly), I showed her my ticket confirmation email that it shows the correct name but she insisted I have to pay change name fee or else the ticket is invalid!
I asked her to call the manager as I can see she wants nothing but me to pay, it seems the officers get commission on such fees, as she didnt care to listen to my explanation and just wanted me to pay! When the manager came I asked him to check if they can waive the fee considering im an Etihad Gold, he strongly refused and Told me you dont have any other choice but to pay the full amount of the change name fee, he didnt try to help or fix anything which is his main task. I went to pay, the amount was AED 610 (almost 25% of the actual ticket value!!), and this process took 45 min! I'm a loyal Gold guest, who uses Etihad airline on personal and business trip, I travel almost every 4 weeks, Etihad is not the cheapest airlines yet I use it for the quality, but if you cant maintain the quality, and the service will be below average and unprofessional, then I better go to a different airline.
Please add that when I asked the lady and her Manager to give me their names for complaint they refused and when I insisted, they just gave me their first name then hidded the last name as attached, I decided I won't leave the desk unless I get their full names because that's my right. Their names are: 1- Leslie Agatep 2- Bryan Roldan Im requesting the following: *A refund of the change name fee I paid, AED 610. Receipt Attached. *Compensation of the bad treatment and delay caused that I was about to miss my flight.
*Evaluation of the employees above, as having such a low quality will cause nothing but losing more guests.
Appreciate your prompt action and update. Thanks, Sally Lamie
Product or Service Mentioned: Etihad Airways Flight Booking.
Reason of review: Pricing issue.