[simont1985]

I am a frequent flyer in a number of different programs. Whilst the Etihad Guest program seems relatively attractive for its family member program and the fact that it has a large number of partners which are non-mainstream alliance members, I have learnt that making a retroactive claim is an uphill battle to say the least!

I have had a lot of difficulty making a retroactive claim request for a set of flights which my parents took from Harbin to Shenzhen on airline partner Hainan Airlines.

Does anyone have any suggestion what to do?

Here is a chronicle of the correspondence
April 6 – emailed retroactive claims details to Etihad Guest with all flight details and boarding passes
June 9 – follow-up email to Etihad Guest attaching original email with all details and boarding passes (2nd time the information is sent)
June 15 – email response from Etihad Guest requesting boarding pass copies even though the same had been attached in the emails on April 6 and June 9
June 15 – email to Etihad Guest attaching the original email (3rd time the information is sent)
June 17, 18 – follow up calls to Etihad airlines to chase them on the status of the claims (response being given is that the call centre agent will send an email to help chase)
June 25 – email from Etihad Guest confirming that the claim is being processed but addressed to the wrong person (who is Mrs Keane?)
July 1 – response from Etihad Guest requesting me to provide the original flight details again and incorrectly stating that the partner airlines is STA Travel (!?)
July 6 – resending all details all over again including boarding pass copies (4th time the information is sent)

Thank you

Simon