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Travelled journey 19th July 2022 and Returned journey 23rd august 2022
I have raised 2 complaints in Ethihad airline after our journey with them last year (August 2022). Please see the details below.
They didn't email or respond back for 1 complaint but did respond to other via email but not a clear response.
After that I have emailed many times but no response. Only the response was through chat system and also the only response what I received was 'still working on it and allow us some time.'
I have used their chat communication system was the only option and had conversation with them few times and the response was 'still working on it and allow us some time'. It has more than an year but still no corresponding email or escalation of our complaint happened.
1st Complaint
Ethihad customer team sent the ticket information reported our departure terminal is 3 in Heathrow airport but supposed to be Terminal 4. We booked our transport to terminal 3 and didn't realise until the few hours so we booked the taxi from our place to airport terminal 4 which costed extra. Even though we arrived early due to their poor customer service in Check in area as we were booked in economy class because we witnessed their care towards business class. After check-in we had to run to get into the flight for boarding. still I haven't received any response from their feedback/customer team.
2nd complaint
Due to emergency cancellation and rebooked the ticket (1x single ticket) costed me more than £1500 plus initial ticket fare.
I had to book the ticket from overseas in a stressful time but (their poor communication)their team mentioned ticket price around £1100 then transferred to different team and finally charged £1529.14 for single ticket from overseas to UK.
Desired outcome: Please refund our money (extra money)due to emergency cancellation & rebooking and for taxi fare due to their error on wrong terminal departure details. Compensation and an apology for the poor communication and downgraded response.
Good morning Ikra,
As you asked me to approach on your social media, I have sent a message through facebook messenger and given our booking details and case reference 2 x CRM numbers.
Hope your team reply will be quicker like this website than one way communication.
Peru
thanks
Hi Ikra,
I am really surprised with your communication. Because when I raised the complaints with you by feedback team - poor response. Customer service team wasn't helpful as repeatedly said they are working on our case whenever we contacted you (recent contact April2023). Then filed a complaint in this website - had a quick response to contact you via social media. But you are saying one of the case is closed and forwarded the other to higher. What a joke!
I want a proper response by email from you. We have stressed out whenever we contact you and the whole journey with you is disappointed and stressful and lost money.
Please see our emails and chat transcripts as you are contradicting messages within your team. Awaiting email response from your team with details.
good afternoon,
I should have realised that I didn't get any feedback from you(Etihad Airways) more than a year when I have raised complaint directly to you. I don't know why I thought that Etihad Airways will respond like they responded well for other complaints through Complaintsboard.com so our complaint will also be resolved.
But your team replies showed me this is all waste of my time, resources and energy and our complaint never be resolved.
I could have disputed you in social media in the early stage of our complaint but I am not that type of person and also trusted you that you will resolve our complaint even though you have taken longer. I want an justice but you behave like you don't care about customers (not business class customers) when they raise complaints.
At the end of the day, we lost our money, get stressed each time with your poor response, spent time longer to retell the complaint from the start (as they haven't got our record) to each person in your customer team and finally get to listen the same slogans by your team. Your customer team is well trained because whatever we ask your reply will be that we are sorry and please contact us and we will resolve. That's your slogan!
I am really, really disappointed and I knew that I have been banging my heads against the wall ( poor communication, careless customer care) rather than my complaint went to humanity people.
