Ethiopian Airlines has no customer service

Good Day

I wrote the letter bellow to the airline Branch Manager and my lawyers sent him and the supervisor a letter of demand to compensate me till this date they did not reply if there is anyone who has an advice on how i can escalate the matter to report this manager please drop your comment.

Good Day Mr Ashish Sharma

On the 9th of November I came to purchase a flight ticket to China Hong Kong and I specifically told the lady who was assisting me I want to leave SA on the 17 November and come back on the 21 November landing back home on the 22 November because on the 23 I was going going away therefore I had to be back home on the 22 November.

The lady made a booking but on the itinerary there was only the date of the 21st when me and partner asked why the date of the 22 November was not listed on the ticket she reassured us I will leave Hong Kong on the 21 and arrive home on the 22 November she said sometimes the system does not update immediately but she reassured us we have nothing to worry about I will be home on the 22nd as she was in a hurry to close the roller door and go to lunch

To my surprise when arrived at the airport on the 21 November around 21pm to check in they told me the flight I was booked had already left on the 21st at 00:25am and will arrive in SA on the same date of the 21st at 13:05pm. Which it was not what I booked for even when asked the lady she said the system sometimes does not update immediately but I have nothing to worry about. The Hong Kong airline told me to pay 1900hkd in order for them to book me in the flight of the 21st so I can lend back home on the 22 November and I had 40 minutes to organize that money or I would have missed the flight leaving on the 21st which means I would not have been home on the date I booked to be back.

Immediately on my arrival home I went to the Ethiopian Airline counters to look for the lady the Indian guy Isaj told me they fired the lady because she has done to many mistakes which caused the company but she will pay dearly for the damage she has caused the company so what about me where do I stand in that equation cause she was also wronged me and she is an employee of the company.

They told me to leave my details they will try to resolve the matter with the manager and get back to me. that was the tall Indian man Isaj and the black front desk lady that I got when I came back.

I never got any call from the Ethiopian airline until yesterday i decided to go find out whats happening the Supervisor I found there Moza said she was not aware she had to call me and deal with the matter. but she was very professional and willing to assist and she tried calling you Ashish and you told her I must go and look for Thuli myself and tell her to give me back my money. because she never came back to work and you are still looking for her to take accountability of her actions so if you cant find her where must I get her because I don't know her as individual I found her at your counters as your employee representing the company. Where must I find her?

Ashish if you as the branch manager tell me to go look for Thuli did I employ her at your company or you did?

again since you know she had made lots of mistakes and even told me that why don't you reimburse me as a customer and deal with your employee accordingly because you know she had done lots of mistakes which caused the company huge amounts of money and she even stole and never came back so what about me an innocent customer who came to purchase a ticket unaware that the consultant you put in charge of taking money is a ***** and unstable to deal with such big amounts of money. worse part you do not even have a camera to monitor what goes on the counters of people dealing with finances

As a BRANCH MANAGER I am very disappointed by the answer you gave me I do not think its an appropriate manner to speak to a client I just stood there and asked myself did you go to management school and learn how to address this kind of problems when you come across them. you have no customer service ethics at all and so does the staff thats why they dont pass messages because they have no respect for their superiors and they have no discipline because they know no one will reprehend them that's why you see them doing as they please and *****ing from the company because they know all the inns and outs of the company. The staff members are not trained to respect their job and customers and they are not trained on how to handle customers they did not attend customer service classes to be taught the values of a customer that brings inn money to the business.

I am really sad to know that the company wont compensate me the BIG manager said I should go and find Thuli to give me back my money and if Thuli didn't report to work by Law she is still your employee she didn't resign but you dont want to take responsibility of your employees mistakes meanwhile you know very well she had made mistakes and stole so me an innocent client I must suffer for your employees mistake

As a company you should have refunded me my money and dealt with your employee or offered me a voucher of some sort or offered a stay in the lounge just do something to as I was wrongfully treated but instead you want to put me on the wrong by saying I must go find Thuli. You have no customer service at all Ashish but you are a branch manager. All I wanted was my refund and for you to deal with Thuli accordingly not the respond I got from the Senior

Regards,

Kgomotso Diale