My complaint:
Date of Incident: September 16, 2023
Time: 9:20 PM
To Whom It May Concern,
I am writing to formally report an incident that occurred on September 16, 2023, at approximately 9:20 PM, in relation to my experience with Etihad Airways’ customer service and visa modification process. The purpose of this report is to provide a detailed account of the events leading up to and during this incident.
I have been a loyal Etihad Airways customer for an extended period, and I have always held the airline in high regard for its services. However, in recent days, I have encountered a series of issues that have caused me unnecessary stress and inconvenience.
Incident Description:
For the past four days, I have been diligently attempting to contact the Visa on Arrival department through their phone line and email, to no avail. My attempts to seek assistance for a visa modification request, ed by an error in my visa application, remained unaddressed. Furthermore, my repeated efforts to engage with the 24/7 online chat support were met with unhelpful responses.
As a result, I resorted to reaching out to Etihad Airways via their Social Media platform, which proved to be the only responsive channel of communication. The Etihad Airways Social Media team took it upon themselves to escalate my concerns to the Visa on Arrival department, which was a relief in an otherwise frustrating situation.
However, today’s incident, which is the focus of this report, took place when I received a call from the Visa on Arrival department in response to my escalated issue. The representative who contacted me, identified only as Khalid (he did not provide his last name despite my request, which I believe is my right as a customer when interacting with a service provider), exhibited a notable lack of professionalism. He greeted me with an unapologetic tone, displayed signs of annoyance throughout our conversation, and hung up on me.
I understand the challenges that the airline industry faces, and I am empathetic to the fact that my visa modification issue may not be the fault of the representative who contacted me. Nevertheless, as a customer who has endured considerable stress and inconvenience due to missing a flight, the persistent issues with the Etihad website, and unresponsive phone lines and emails, I believe that it is reasonable to expect a higher standard of customer service.
The behavior displayed by the Etihad Airways representative during our phone call only served to my growing concerns about the overall state of customer service within the company. It is not only the technical aspects, such as website functionality and communication channels, that require improvement but also the conduct and attitude of the airline’s associates.
In conclusion, I would like to express my sincere hope that Etihad Airways takes this incident report seriously and uses it as an opportunity for self-improvement. As a long-time customer, my loyalty to the airline has been tested during this trying experience. I believe that addressing these issues ly and professionally is crucial to maintaining the trust and confidence of your valued customers.
I look forward to a resolution of my visa modification issue and a meaningful response to this incident report. Failure to address these concerns would only serve to validate the issues I have raised and tarnish the reputation of Etihad Airways further.
Thank you for your attention to this matter.
Suggested solution:
Improve service and resolve / refund visa issue
