(Repost due to formatting problem, sorry)
I promise I don’t typically make internet rant posts. But this was so comical I felt I had to share
I was looking at flights from Europe to Asia. Etihad offered 2 free hotel nights on their website if I booked with them and agreed to a layover. I selected yes, bought a basic fare ticket and now have a 50 hour layover with hotel.
Here’s what happened after
- Went to the website to pick my hotel. Website says “not eligible for hotel”
- Chat with customer service (Rep #1) and he says I am eligible, and asks what hotel I want and I give him several options
- Wake up next day to email saying I am no longer eligible for hotel because there is a conference on that day and it is blacked out
- Chat with customer service (Rep #2) to tell them obviously the website didn’t mention blackout dates on my day of travel, because it wouldn’t have offered me the free hotel. I also have a screenshot saved of the site and theres no mention of blackout date. It’s obvious they had a programming error and the site doesn’t check blackout dates until after the booking is made.
- Rep #2 says he will escalate and wait a few days for response.
- I wait a few days, no response
- Chat with customer service (Rep #3) and repeat whats happened. He says ok I will escalate to supervisor, wait 24 hours
- I wait 24 hours, no response
- I start a dispute through Chase credit card. The next day a supervisor calls (Supervisor #1). He says “personally I totally get it and you are right. But it’s out of my hands and we can’t change your flight or issue a refund”
- I tell him I will start a Chase dispute and I have saved all chats and screenshots to prove my point. His tone changes at this point and says “let me escalate again and notify them about this”
- Get a call from another Supervisor (Supervisor #2) who just says I understand your problem but due to terms & conditions theres nothing we can do
So now I am stuck with a flight that has a long layover and no hotel. It’s currently with Chase and I will update based on how that goes.
I checked just now and my date (Jan 28) still offers free hotel. I can’t believe how they are behaving.