Retro claims time frame

[Daver6]

To answer my own question, from the EY website, the answer appears to be a yes.

• [h=4]Office address[/h] Level 20, Exchange Tower, 2 The Espanade, Perth, WA 6000, Australia

Might stick my head in there next time I'm in the CBD.

 

[esseeeayeenn]

Definitely worth a try.

 

[ywwol]

You'll probably find they only handle sales. I've used the Melbourne office a few times and they're fine like any travel agent, but I once asked the Manager for a retro claim contact. He said he had to ask his Etihad Guest contacts and then poof, never heard anything after that. Etihad Guest is entering the rabbit hole. The experience has taught me to make sure everything is uncomplicated and correct before I fly, to the point that, I don't even want to use the upgrademe bid because I know it will muck up my points credit. Forget about partner promotions, unless they're offering cash discount, don't do it for any bonus points.

 

[Daver6]

A further update. I'm a little embarrassed to say that I didn't think of using Twitter earlier. A few tweets on the subject got the ball rolling. To ensure they had the right person, they tweeted publicly my case number, but then deleted it after I queried the intelligence of doing that.

I can finally report I have my missing points! However, they failed to credit MrsDaver6's points, even though all the required information was present in the original email and repeatedly mentioned. So now I'm following that up! I'll get there eventually, but gee whiz, what a palaver!

 

[ywwol]

Chalk up another win for public shaming.

 

[OzEire]

You are not alone. Everyone on AFF should take note of this cautionary tale of EY. It's a lottery- they can be great in the air, but if anything goes wrong, they are hopeless.

 

[Atleastonce]

So I flew J on EY on a VA flight number. I was not credited anything, and when I put in a retro claim with VA the claim shows up as successful, but nothing in my account. Does this mean VA are waiting confirmation from EY. Not sure how long to wait or if I should follow up. It's been about 2 months now since VA confirmed successful.

 

[Daver6]

So I flew J on EY on a VA flight number. I was not credited anything, and when I put in a retro claim with VA the claim shows up as successful, but nothing in my account. Does this mean VA are waiting confirmation from EY. Not sure how long to wait or if I should follow up. It's been about 2 months now since VA confirmed successful.

Probably worth contacting VA.

 

[Daver6]

Looks like getting MrsDaver6's points is going to be another lengthy battle with these totally incompetent people! I immediately shot off an email upon realising only I had been credited. Today the response was this

Thank you for your email.
Please note that retro claim for your wife's flight is still under process and will be credited to your wife's account based on the Terms and Condition of the Programme.

Yes, they thought the respond needed to be in bold. Honestly, they must actually be putting in some serious effort to make this as frustrating as possible.

 

[Daver6]

I can finally report success! MrsDaver6 just had her points credited.

So after some phone calls, a few dozen emails, about a dozen tweets and many hours of my time wasted, I have the points. What should have been a painless thing to do online has turned into a saga.

I honestly don't know what to do about EY. After the flights I was so impressed. Hard product, soft product everything was just flawless and amazing. I was ready to so, forget you QF, I live in PER and you don't fly internationally from here. EY has a brilliant J product and perhaps I should move my international travel there and use VA domestically for the tie in.

Now I just don't know what to do. Any goodwill from brilliant flights etc has evaporated with this palaver. Conclusion, no one can get it right.

 

[rez125]

Another failed Etihad Guest here (Gold).

I've been e-mailing the premium guest services back and forth for almost 2 months regarding Amex points conversion to Etihad miles - on the Etihad site it shows a 1:1 conv rate, yet mine is 2:1 whenever I go to convert! I'm missing almost 30,000 miles.

I'm also missing miles from my most recent trip, the last leg being SYD-MEL which was with Virgin but all under the one booking with EY. I e-mailed my booking ref etc to the retro claims department and got a response saying "We're sorry but we cannot find any record of you being an Etihad guest, please use the following link to join our guest program". SERIOUSLY??????

Etihad may be winning awards left right & centre but their customer service is an absolute disgrace, I will be swapping to Emirates or Qatar in future for my European flights, Etihad have no idea what they're doing on the ground and I can only assume they will run into trouble up in the air soon.

 

[Daver6]

Try Twitter as well in order to get a result.

EY really are atrocious when it comes to after flight customer service. A real shame given they have such a great J product.