ZERO CUSTOMER SERVICE!!!
<p>On 8th August 2016, on returning from Italy with Etihad Airways, my Samsonite luggage piece was damaged while in possession of the airline and on receiving at OR Tambo International Airport, I opened a damage claim (Reference Number: JNBEY14610) report with Bid Air Services, as they have been appointed the official partner to the airline. </p> <p>It is now well over a month, and my claim is yet to be resolved, which is totally unacceptable. Since the lodging of my claim (8th of August 2016), I have made numerous calls to the Bid Air Service Center in Johannesburg, without much success and to great frustration.</p> <p>Firstly, all sorts of excuses where given to me for the delay in processing the claim, such as the luggage piece in question was unavailable in South Africa, resulting in me having to prove to the agent that the luggage piece is indeed available from both the online Samsonite store as well as other luggage stores within the country.</p> <p>Secondly, the level of competency shown by Bid Air Services in Johannesburg is shocking and indeed a poor reflection on an international carrier such as Etihad Airways. The agent and supervisor have continuously promised me that I would be updated on the progress of the claim, however, theses promises have not materialised; resulting in numerous calls to determine if any progress had been made. It is rather frustrating that a customer, who has already been inconvenienced due to the negligence of the airline is further frustrated and inconvenienced by the total lack of communication and commitment in dealing with the claim.</p> <p>To further compound matters, there is NO means for which a customer can call and escalate such matters – or at least none have been shared with me by the staff at Bid Air Services (Johannesburg). The customer is totally at the mercy of the company during this frustrating process. I find this service totally unacceptable and inexcusable.</p> <p>This level of service has definitely impacted on my willingness to use Etihad Airways as my preferred choice of carrier in the future, as it is quite evident that very little emphasis is placed on customer service and satisfaction. It is surprising that companies can afford to display such behaviour within such a competitive and customer-centric industry.</p>