Consumer voices raised

Booking cancellation

I booked a ticket on Etihad Airways for travel from Abu Dhabi to Cochin on April 29. Then I tried to cancel the ticket booking online as it was an online ticket, but there was no option of canceling it online, so I contacted the call centre. They kept me on hold for 60 minutes three times, and finally replied that they could not cancel the ticket. I hold a frequent flyer membership with Etihad and placed a complaint on their feedback section. I also approached their office in Abu Dhabi, with no result. The ticket is supposed to be Economy Freedom, which is a flexible booking with changes in date as well as cancellation.

This is not the first time I have had this issue with Etihad Airways. Last June, I booked a business class ticket for Dh7,200, which also could not be cancelled and all my money was lost. Can you please help?

From Mr Kesavapillai Rugmini Amma Sreekumar

Abu Dhabi

Ms Fiona Morrisson, Vice President - Guest Experience, Etihad Airways, responds:

We apologise for the time it took to resolve Mr Sreekumar’s ticket refund and for the inconvenience he experienced. His refund has been processed and we thank him for his patience.

Mr Sreekumar responds:

This is great news that Etihad Airways acted immediately after receiving the letter and went ahead with the cancellation of the ticket and refund confirmation.

Flight and baggage delay

I am writing this letter as I didn’t receive the letter from RAK Airways to make an insurance claim from RAK Bank. I was due to travel on October 22, 2012 at 9.30pm from Ras Al Khaimah to Kozhikode on RAK Airways. The flight got delayed and we flew the next day at 1.30pm. Upon reaching Calicut airport, I was told by the airport staff my baggage will come after three or four days. I got my baggage in about the same time. I then called and emailed RAK Airways customer care for the issuance of a letter for the flight and baggage delay. I made five to ten attempts to get the letter done from RAK Airways within the timeline as required by RAK Bank but I didn’t get the letter from RAK Airways. They told me they are seeking approval from their Human Resources head. I was supposed to claim approximately Dh2,000-Dh2,500 for flight delay and baggage claim as per RAK Bank’s insurance policy. I went to the RAK Bank office and called their customer care office a couple of times but the letter from RAK Airways about flight and baggage delay was the mandatory requirement to make the claim, so I returned helplessly. I appreciate if Gulf News can look into the above matter and assist me in any possible way.

From Mr Jamil Tekedil

Dubai

RAK Airways spokesperson responds:

The required letter as per the request of the client was given to the client on April 14, 2013.

Mr Tekedil responds:

I must say Gulf News’ intervention helped me in a big way. I am still in the process of making required documents ready for an insurance claim, however, getting the letter from RAK Airways initiated the action. Thank you for all the support.

Credit card charges

I have a credit card issued with Abu Dhabi Commercial Bank (ADCB) but whenever I call their call centre, I never get a proper answer. They always say someone will get back to me. However, no one does. I had a credit card with ADCB, but cancelled it in November 2012. Yet, in March 2013, they sent me a bill for Dh279 for the cancelled card. They claimed it was for a transaction that was not billed in the month of May 2012. I am tired of explaining my case to different call centre agents - there has been no resolution. Can Gulf News please help?

From Mr Arif Mohammad Hussain

Dubai

The management of ADCB responds:

Thank you for your constant cooperation and communication with us in the endeavour to best serve our customers and resolve their issues. It is important to note that customer satisfaction is at the very top of our agenda, which is why we have an established Service Quality Unit that is dedicated to handling all customer enquiries and complaints. All ADCB customers can contact this unit 24/7 on 800 2030; or call collect +97126210090 from outside UAE; alternatively they can visit our website (www.adcb.com) from where they will be able to log their complaints, recommendations or suggestions. Please be advised that we have directly communicated our feedback to the customer and this case has been closed from our end.

Mr Hussain updates:

A representative from ADCB called me and has resolved the issue. I am really grateful to the Gulf News team and to the ADCB representative in charge.

Editor’s note: If you have similar consumer complaints and wish to raise them with the newspaper, contact us via email at readers@gulfnews.com