My complaint:
I am writing to follow up on my previous email dated September 11, 2023, regarding an ongoing and unresolved issue that I have been facing since June 17, 2023. To date, I have not received any response or resolution, and I am increasingly frustrated with the lack of communication and action on this matter.
As detailed in my previous correspondence, my experience with Etihad Airways on my birthday flight was far from satisfactory due to a malfunctioning entertainment system, despite having paid for an upgrade to business class. While I appreciate the initial offer of 5000 guest miles as compensation, it does not adequately address the disappointment and inconvenience caused by the lack of in-flight entertainment during my journey.
My attempts to seek a resolution have been met with significant challenges, including unanswered emails and unfulfilled promises of follow-up from your customer service representatives. This prolonged delay in addressing my complaint has been exceptionally frustrating and has led to a substantial level of dissatisfaction with your customer service.
During my last telephone conversation with one of your representatives on September 19, a commitment was made to resolve this issue within 72 hours, as has been the commitment from all the other representatives I have spoken to about this matter. During these calls, I voiced my frustration and concern, and the representatives assured me that my email would be forwarded to the relevant department with a request for them to contact me ly.
I want to emphasize that I hold Etihad Airways in high regard, and I understand that excellent customer service is a fundamental principle of your airline. I sincerely hope that my concerns can be addressed ly to restore my faith in your airline.
Given the extended duration of this issue and the previous lack of response, I kindly request that you treat this matter with the utmost urgency and professionalism it deserves. I expect to hear from someone within the next 72 hours, as promised, to finally resolve this issue.
Suggested solution:
Either refund the amount I paid for the upgrade or upgrade from economy class to business class on my next flight which happens to be October 6.
