Etihad incompetent or just lazy

[ningbs69]

This complaint is concerning their ground staff and complaints handling. Pertaining to ground staff I was flying from Dublin to Bangkok and having suffered for too long with Etihad I decided to use all my guest miles and cease flying Etihad. In order to do this I asked to use my miles for an upgrade, and was informed that business was full Dublin to Abu Dubi, but Abu dubi Bangkok had plenty of empty seats. I then proceeded to ask for the ABU DUBI to Bangkok upgrade, but my request was rejected on the grounds that it could only be done at the Etihad airways desk at ABU DUBI airport.

 When I arrived at ABU DUBI I proceeded ASAP to the ETIHAD AIRWAYS desk and had to quegue for ten minutes, after which i was told Dublin ground staff had miss-directed me , and I was sent to the lounge to change my ticket. When I arrived at the lounge I was told I could not upgrade because the flight was already boarding. Of course Etihad claimed it was not their fault as I was too slow in getting to the lounge, however I calculated that even if I ran and did not go on my wild goose chase to the ETIHAD DESK I would probably not been able to get to the lounge in time.

    If ETIHAD had not been lazy or incompetent they could have looked at the flight times, and known there would not have been enough time to get the upgrade. Concerning the complaints handling there is one girl called melanie, who has a nasty habit of either not reading complaint letters or just ignoring what is written in then. After my first complaint concerning Etihad charging my debit card twice she asked for me to go to my bank and get the authorization code. I did as requested, but the bank either could not or would not give me said code. I then wrote to Melanie informing her that I could not obtain the Authorization code, and she wrote back asking for the authorization code. I again informed her I could not get it, but she wrote back again asking for the authorization ciode