Unfortunately I am experiencing dreadful, dreadful customer service from Etihad Guest too, and it looks like airlinecomplaints and Cazzi are my only help, as contacting Etihad Guest just seems pointless at this stage.
My situation: Last year, there was a promotion for double points on all return flights from Australia to Ireland in 2012. Great, I've flown Etihad a few times, so booked MEL->AUH->DUB return for April/May 2012. I also upgraded my last flight (AUH->MEL) to Business. Easy, right?
Three months later, several emails (some unanswered for weeks), and telephone calls (more than half an hour on hold), I've finally managed to get only the first three flights (but not the last flight) credited, and the double points have so far only been applied to the first two flights. I'm still waiting for the points for my last flight, and for the double points to be applied to my last two flights.
The customer service to date has been absolutely appalling. To make matters worse, the customer service staff aren't properly briefed on the various promotions on offer - I ended up in an email argument with one agent who said the double points promotion I had registered for was only valid for the first 3 months of 2012 - luckily I had saved a copy of the terms and conditions that I could forward to her!
I have to say, I'm starting to get sickened when Etihad trumpet their latest Skytrax awards etc when loyal customers like me are being treated so poorly. If this service doesn't improve quickly, I will be encouraging people to vote against Etihad in future international airline ratings.
If anyone in Etihad would like to help, my Etihad Guest number is xxxxx. The two (long) email cases related to all of the above are
INTR: 8585414 and
ACCT: 703115.
I will keep everyone on here updated with what happens. The really sad thing is that I've had mostly good experiences flying Etihad, but their frequent flyer customer service has destroyed almost any goodwill I had.
