Flight rebooking
My wife and I booked our tickets with Etihad Airways in February 2012. Due to official obligations, I could not fly and my wife went to cancel the ticket for me and asked for a refund on June 28, 2012. The Etihad Airways staff advised her to keep the ticket for later use, deducted about Dh900 and said we can use it until next year and book the ticket anytime before June 28, 2013. We went to the same branch in Madinat Zayed, Abu Dhabi, on June 8, 2013 and spoke with Etihad staff. He said the staff earlier gave us wrong information — it was supposed to be booked in February, not June. We are confused and don’t want to lose our money because their staff gave us wrong information. The customer service representative advised us to write to the manager who was supposed to get back to us within a day or two, but two weeks passed and we didn’t get any response. So we emailed Etihad again with our feedback and received an email stating that the issue is under review and we would be contacted soon. Yet, till now, I haven’t heard a word from anyone.
From Mr Nitesh Lama
Abu Dhabi
Ms Fiona Morrisson, VP Guest Experience, Etihad Airways, responds:
We have spoken with Mr Lama and his flights have been re-booked for later this year. Mr Lama has accepted this offer and our apologies for the delay in responding to him.
Mr Lama responds:
I am very grateful for the help that Gulf News provided us in solving this issue. Without the newspaper’s help, it would not have been possible. Etihad has offered to book us a flight later this year with minimal charges, which is quite great indeed.
No credit
I have an issue with etisalat that has not been resolved for more than two months now. I used the online service provided by etisalat on e4me.ae to recharge my mobile’s SIM card with Dh50. Since it was an online transaction, I used my credit card for the payment. This was done on March 30 and I didn’t receive the credit in June. I lodged a complaint with etisalat and what surprises me is that despite regular follow-ups, attaching all the required documents and even visiting etisalat’s head office in Sharjah, nothing has been done and the credit of Dh50 has not been received on my mobile phone. I need help from Gulf News to resolve this issue.
From Mr Rajesh Kapur
Dubai
The management of etisalat responds:
Kindly note that Mr Rajesh Kapur’s issue was solved and Dh50 was credited to his account. The customer was contacted and informed.
No service
I would appreciate it if Gulf News would assist me with a complaint. I bought a Samsung Galaxy S4 4G and right after I inserted my etisalat SIM card, I received a text message stating that I had exceeded my monthly data limit. I was charged by etisalat for 3G even though I had not subscribed to the service. Soon after, my May 2013 bill had a charge of Dh190.60 for 3G data services. When I went to etisalat to reverse the charge as I had not subscribed to any data service, they told me that the data service is automatically activated for smartphones. Whilst I am not averse to paying for packages subscribed, it is unfair that the service was automatically activated without my permission.
From Mr Kumar Mulani
Dubai
The management of etisalat responds:
Kindly note that Mr Kumar Mulan’s issue with etisalat was solved. We tried to reach him but we could not, so he was updated by SMS.
Editor’s Note: Do you have a similar consumer complaint that is not receiving any redressal despite you trying several times to get an answer? Perhaps we might be able to help you. Contact us on our email readers@gulfnews.com
