When transferred AX points dont appear and EY doesn't care | Australian Frequent Flyer
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When transferred AX points dont appear and EY doesn't care

agentgerko

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Jun 12, 2013
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Transferred points from Amex to my Etihad Guest account on 26 Jan. EY confirm they got a transfer from Amex but haven't added the points to my account. I have phoned 5-6 times and they just say they'll escalate the issue. Amex can't help. A transfer that should take 3 days is now over six weeks. Who can I complain to if EY simply doesn't fix the problem? I'm not prepared to simply forfeit those points. I've already had to buy a ticket on the flight the points were intended for.
 

Daver6

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EY are terrible like this. Try hassling them on Twitter.
 

serfty

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I've moved this thread to the EY forum.

You may try contacting @EtihadAirways which is the forum's accredited company rep on this site.
 

EtihadAirways

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Transferred points from Amex to my Etihad Guest account on 26 Jan. EY confirm they got a transfer from Amex but haven't added the points to my account. I have phoned 5-6 times and they just say they'll escalate the issue. Amex can't help. A transfer that should take 3 days is now over six weeks. Who can I complain to if EY simply doesn't fix the problem? I'm not prepared to simply forfeit those points. I've already had to buy a ticket on the flight the points were intended for.
Hi there, we are sorry to hear about that. Please send us your Etihad Guest Number in a private message and we will follow it up with our Etihad Guest Team. Thank you. *Marc
 

IrishPete

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Apr 21, 2012
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I've never had a problem transferring AmEx points to Etihad, and it's always been quite quick.
Flybuys are another matter - in November I purchased an Etihad ticket through the FlyBuys travel website and have never been credited the FlyBuys points for it. As FlyBuys have ended their connection with Etihad, I couldn't be bothered chasing it much (I did email FlyBuys Travel once, and got no response).
 

cambriamarsh

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Hi there, we are sorry to hear about that. Please send us your Etihad Guest Number in a private message and we will follow it up with our Etihad Guest Team. Thank you. *Marc
You'd have to winder why Etihad are doing this, they must realise the damage it is doing to their brand! Is it really a systems issue or are they in the cr*p and having to micromanage cashflow?
 

scullkr

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Oct 4, 2016
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Seems that you were particularly unlucky agentgerko- I had made a few Amex transfers in that time to Etihad Guest and there were no issues.

I still couldn’t get the all the upgrades I wanted though wth my upcoming flights, due to the unannounced Flybuys transfer freeze. I had even unnecessarily paid for a higher Economy fare to lessen the points needed for an upgrade.

It’s beyond a joke that they haven’t sorted the website issues out at this stage. I’ll have my last dealings with them once I use my remaining Etihad points balance.
 

N860CR

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I’d be inclined to raise it with the FOS. You initiated the transfer with American Express, I’d say it’s up to them to chase Etihad.

Etihad customer service is a joke.
 

IrishPete

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I still couldn’t get the all the upgrades I wanted though wth my upcoming flights, due to the unannounced Flybuys transfer freeze. I had even unnecessarily paid for a higher Economy fare to lessen the points needed for an upgrade.
I also paid for more expensive flights for this reason, and even bought a small number of points to have enough, but there was no availability (claimed, although of course I was offered it via the auction upgrade, and did pay for upgrade on the long leg).
 

agentgerko

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Jun 12, 2013
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Made the transfer on 26 Jan. Today is 15 Mar. All I've received is one email from Etihad apologising and passing the buck along to another Etihad email, a bit like they've done on this forum. I'm going to take them to Fair Trading for refusal to either credit or refund my points.
 

scullkr

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I also paid for more expensive flights for this reason, and even bought a small number of points to have enough, but there was no availability (claimed, although of course I was offered it via the auction upgrade, and did pay for upgrade on the long leg).
Same story here. There was availability at the time of booking flights, but the remaining 20,000 points I needed was sitting in Flybuys. By the time I accumulated more availability was gone, although annoyingly is still available the day after I fly. I have also bid for an upgrade- AUH-PER Y is not fun.

For my other flights to Dublin this year I ended up buying miles via the LifeMiles promotion and snagged a couple of F and J legs. I’ll look to buying miles in promos more in future as cost wasn’t very different and it’s only a few hours extra travel time, particularly when paying for the more expensive Y legs.
 

PIN

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Have been a Guest member (Gold) for many years and have some miles there. But after Etihad ruined their reputation by constantly cutting Guest benefits (less miles earned, more miles needed for reward flights, hefty fees per sector introduced, no limo, miles not credited promptly, no flybuys credits, etc.) I will use my remaining miles and avoid them in the future. Shame, as they were very good 5 years ago...
 

merc250

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Jul 22, 2016
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I had exactly this problem late last year when attempting to transfer just 3,000 points from AMEX to Malaysia Airlines. That's all I needed to top up my points so I could finalise a ticket redemption. Weeks later, the points had not arrived. Eventually, as it was such a small number of points, I did a second points transfer from AMEX that went through OK so I could finalise my ticket. After several weeks more, I saw the MH points had been credited back to my AMEX account with the message the transaction had been rejected by MH. Without any contact with me, AMEX resent the points back to MH, but again & to this day, they have never arrived - despite phone calls to AMEX & MH! Just lucky it was such a small number of points!

I shall be wary about MH in future, however as their business class redemptions are now such shockingly terrible value after devaluing their Enrich programme(!!!), I can't imagine I'll be redeeming or flying with them again anytime soon!
 

gphamor

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Nov 9, 2007
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I also had a terrible experience with Etihad a couple of years ago when I had to have some points refunded for a cancelled trip so I could rebook.
Various Etihad agents continually reassured me that it was all going to be done but nothing happened so I logged onto their facebook site and vented my frustration there; within 24 hours the transfers and new trip were completed
 

agentgerko

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Jun 12, 2013
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Thanks to much assistance from AFF and Amex, Etihad has finally agreed to refund my points back on to my Amex account. It's two months on Monday since I did the original transfer but it does show that a bit of perseverance, some help and places like the AFF to give us a voice, and a result can be had. Next time my Amex points will go to my Velocity account. Never had a problem with those transfers.
 

squeeze72

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For my other flights to Dublin this year I ended up buying miles via the LifeMiles promotion and snagged a couple of F and J legs. I’ll look to buying miles in promos more in future as cost wasn’t very different and it’s only a few hours extra travel time, particularly when paying for the more expensive Y legs.
Hi skullkr
Could you explain or link to what life miles are please? I've be waiting since Feb for Etihad guests miles to be added. Plus I've logged on the last few times and my points and status credits are decreasing for no reason. I'm Gold looking to book award flights soon and thinking of switching to Singapore, Emirates or Qatar for UK flights.
 
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serfty

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Hi skullkr
Could you explain or link to what life miles are please? I've be waiting since Feb for Etihad guests miles to be added. Plus I've logged on the last few times and my points and status credits are decreasing for no reason. I'm Gold looking to book award flights soon and thinking of switching to Singapore, Emirates or Qatar for UK flights.
Long thread, but here you go: Avianca "Lifemiles" - Questions and Discussion
 

docjames

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Hi @agentgerko - sorry to hear about your experience. Please email us at informationanz@aexp.com so our team can assist.
Thanks!
Thanks to much assistance from AFF and Amex, Etihad has finally agreed to refund my points back on to my Amex account. It's two months on Monday since I did the original transfer but it does show that a bit of perseverance, some help and places like the AFF to give us a voice, and a result can be had. Next time my Amex points will go to my Velocity account. Never had a problem with those transfers.
It’s always great when a company rep helps sort out a mess having noted on AFF.

Frustrating at the same time that this can’t be achieved through “normal” customer service channels.
 

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