Etihad chauffeur

[kaktusdigital]

When is the best time to book the chauffeur? It feels weird booking it 6-9 months ahead.

no harm in booking it now and double checking they have your details closer to your departure date. Although, my wife did ask, do we get a better car if we book earlier? Sadly no haha.

 

[RTH]

I have done 2 J saver rewards with VA points from Australia to Europe and UAE within the last 12 months and had chauffeurs each time no problems. Booked on line through Etihad with Etihad booking number as my reference number.

Same when I was flying back in J reward flight Nov last year LHR-AUH-SYD just booked chauffeur online through Etihad website for LHR & SYD. After I'd made initial booking online(about 8 months before flying) I rang Etihad just to double check reward seat booked using VA points was entitled to chauffeur service was told you certainly are. I then booked it online couple months before I flew.

 

[joelyong]

I've never actually called to book chauffeur. I just email the customer centre with my reservation PNR and tell them that I'd like to use the chauffeur service. Done deal.

 

[Ben6]

Can anyone give me some details of what to expect at AUH when we land for the chauffeur service. Is there a person waiting with my name on a sign after customs, or do you need to make your way to a transfer desk or something like that?

 

[joelyong]

The limo service desk is at T3, just outside the EY check-in area. Pretty easy. Go there and let them know that you've got chauffeur service booked.

Can anyone give me some details of what to expect at AUH when we land for the chauffeur service. Is there a person waiting with my name on a sign after customs, or do you need to make your way to a transfer desk or something like that?

 

[ywwol]

Alternatively, if you go into the Arrivals lounge, they will take care of your chauffeur service too.

 

[EtihadAirways]

Hi Ben, you can find our Chauffeur Service Desk located in T3 and our staff there will be able to assist you with limo pick up. *Jiaqi

 

[Uncle BJ]

Just had a very disappointing set of experiences with Etihad Chauffeur and, subsequently, EY's Customer Service department.

My partner flew in J with EY from MEL-AUH in late June and had the chauffeur service booked at each end (the AUH chauffeur to take him to DXB to connect to an EK flight).

Because my partner is not a confident traveller I was very concerned to ensure that the chauffeur service at each end was reserved and rang EY a few days before the flight to check that both transfers were confirmed.

When he arrived at AUH there was no chauffeur. He waited for quite some time and ultimately went to the Etihad transfer/information desk to ask where the car was, showing the Etihad staff member his itinerary with the chauffeur confirmation. The Etihad staff member told him that there would be no car and that he would have to take a bus to central Dubai at 2am (and not DXB as booked). Because he had a connecting flight from DXB the bus wasn’t an option.

He then had no alternative but to haggle with the various drivers at the airport to negotiate the best price he could to DXB. This ended up being 180 euros. As it was then 2am in the UAE, he had just gotten off a 14 hour flight, and he was flustered by the car not turning up, he failed to get a receipt.

After various emails with Etihad customer service I have now been told that there will be no compensation without a receipt. I have explained that my partner is happy to provide a statutory declaration or affidavit or any other form of evidence as to the payment of 180 euros but there is no budging. There has been no offer to pay even a fraction of that amount (even though it is accepted by EY that the car did not arrive and that my partner had no option but to get to DXB via some other means).

I must say I feel pretty let down by the insistence on a receipt. I haven't played the lawyer game - which would be to explain that the breach of contract by EY in failing to get my partner to the agreed destination (DXB) has resulted in damages of 180 euros and that courts don't insist on receipts but rather sworn evidence. What I had hoped for was some reasonable compensation - an estimation by EY of the cost of a car from AUH to DXB perhaps - and not a blanket denial of compensation. I find it odd that Etihad will admit they didn't provide the service promised and then just shirk responsibility.

I have previously only had good experiences with Etihad.

 

[N860CR]

Just had a very disappointing set of experiences with Etihad Chauffeur and, subsequently, EY's Customer Service department.

My partner flew in J with EY from MEL-AUH in late June and had the chauffeur service booked at each end (the AUH chauffeur to take him to DXB to connect to an EK flight).

Because my partner is not a confident traveller I was very concerned to ensure that the chauffeur service at each end was reserved and rang EY a few days before the flight to check that both transfers were confirmed.

When he arrived at AUH there was no chauffeur. He waited for quite some time and ultimately went to the Etihad transfer/information desk to ask where the car was, showing the Etihad staff member his itinerary with the chauffeur confirmation. The Etihad staff member told him that there would be no car and that he would have to take a bus to central Dubai at 2am (and not DXB as booked). Because he had a connecting flight from DXB the bus wasn’t an option.

He then had no alternative but to haggle with the various drivers at the airport to negotiate the best price he could to DXB. This ended up being 180 euros. As it was then 2am in the UAE, he had just gotten off a 14 hour flight, and he was flustered by the car not turning up, he failed to get a receipt.

After various emails with Etihad customer service I have now been told that there will be no compensation without a receipt. I have explained that my partner is happy to provide a statutory declaration or affidavit or any other form of evidence as to the payment of 180 euros but there is no budging. There has been no offer to pay even a fraction of that amount (even though it is accepted by EY that the car did not arrive and that my partner had no option but to get to DXB via some other means).

I must say I feel pretty let down by the insistence on a receipt. I haven't played the lawyer game - which would be to explain that the breach of contract by EY in failing to get my partner to the agreed destination (DXB) has resulted in damages of 180 euros and that courts don't insist on receipts but rather sworn evidence. What I had hoped for was some reasonable compensation - an estimation by EY of the cost of a car from AUH to DXB perhaps - and not a blanket denial of compensation. I find it odd that Etihad will admit they didn't provide the service promised and then just shirk responsibility.

I have previously only had good experiences with Etihad.

I really sympathise . Etihad customer service is an absolute joke and I won't ever fly with them again.

Had a similar incident in JNB. Arrived in J to find the booked chauffeur hadn't shown up. Stuffed around for an hour making expensive phone calls via pay phones before giving up. Etihad "customer service" was hopeless and pulled the same "need verified receipts" story.

Did you pay with a credit card? I'd action a charge ba

 

[Uncle BJ]

I really sympathise . Etihad customer service is an absolute joke and I won't ever fly with them again.

Had a similar incident in JNB. Arrived in J to find the booked chauffeur hadn't shown up. Stuffed around for an hour making expensive phone calls via pay phones before giving up. Etihad "customer service" was hopeless and pulled the same "need verified receipts" story.

Did you pay with a credit card? I'd action a charge ba

Thanks N860CR. The car wouldn't accept credit cards so he had to pay with cash; it was lucky he'd taken out euros in Australia before he left.

 

[N860CR]

Thanks N860CR. The car wouldn't accept credit cards so he had to pay with cash; it was lucky he'd taken out euros in Australia before he left.

I meant for the airfare. You paid etihad to take you from A - B - C however they only got you as far as B. Seems like strong grounds for a partial refund via your card provider.

 

[Uncle BJ]

I meant for the airfare. You paid etihad to take you from A - B - C however they only got you as far as B. Seems like strong grounds for a partial refund via your card provider.

Oh I see - that's helpful. Thanks very much N860CR.

 

[Danger UXB]

Just had a very disappointing set of experiences with Etihad Chauffeur and, subsequently, EY's Customer Service department.

My partner flew in J with EY from MEL-AUH in late June and had the chauffeur service booked at each end (the AUH chauffeur to take him to DXB to connect to an EK flight).

Because my partner is not a confident traveller I was very concerned to ensure that the chauffeur service at each end was reserved and rang EY a few days before the flight to check that both transfers were confirmed.

When he arrived at AUH there was no chauffeur. He waited for quite some time and ultimately went to the Etihad transfer/information desk to ask where the car was, showing the Etihad staff member his itinerary with the chauffeur confirmation. The Etihad staff member told him that there would be no car and that he would have to take a bus to central Dubai at 2am (and not DXB as booked). Because he had a connecting flight from DXB the bus wasn’t an option.

He then had no alternative but to haggle with the various drivers at the airport to negotiate the best price he could to DXB. This ended up being 180 euros. As it was then 2am in the UAE, he had just gotten off a 14 hour flight, and he was flustered by the car not turning up, he failed to get a receipt.

After various emails with Etihad customer service I have now been told that there will be no compensation without a receipt. I have explained that my partner is happy to provide a statutory declaration or affidavit or any other form of evidence as to the payment of 180 euros but there is no budging. There has been no offer to pay even a fraction of that amount (even though it is accepted by EY that the car did not arrive and that my partner had no option but to get to DXB via some other means).

I must say I feel pretty let down by the insistence on a receipt. I haven't played the lawyer game - which would be to explain that the breach of contract by EY in failing to get my partner to the agreed destination (DXB) has resulted in damages of 180 euros and that courts don't insist on receipts but rather sworn evidence. What I had hoped for was some reasonable compensation - an estimation by EY of the cost of a car from AUH to DXB perhaps - and not a blanket denial of compensation. I find it odd that Etihad will admit they didn't provide the service promised and then just shirk responsibility.

I have previously only had good experiences with Etihad.

I can tell you they don't respond to the legal threat either unless you are a lawyer. I have been dealing with EY for months over an EU261 delayed departure claim. It's now in the hands of the germans at refund.me as despite all my evidence they deny the claim. Looking at a few stories over on FT they seem to like taking everything to court and losing at the moment, so I'll let the germans sort my claim out.

 

[EtihadAirways]

Just had a very disappointing set of experiences with Etihad Chauffeur and, subsequently, EY's Customer Service department.

My partner flew in J with EY from MEL-AUH in late June and had the chauffeur service booked at each end (the AUH chauffeur to take him to DXB to connect to an EK flight).

Because my partner is not a confident traveller I was very concerned to ensure that the chauffeur service at each end was reserved and rang EY a few days before the flight to check that both transfers were confirmed.

When he arrived at AUH there was no chauffeur. He waited for quite some time and ultimately went to the Etihad transfer/information desk to ask where the car was, showing the Etihad staff member his itinerary with the chauffeur confirmation. The Etihad staff member told him that there would be no car and that he would have to take a bus to central Dubai at 2am (and not DXB as booked). Because he had a connecting flight from DXB the bus wasn’t an option.

He then had no alternative but to haggle with the various drivers at the airport to negotiate the best price he could to DXB. This ended up being 180 euros. As it was then 2am in the UAE, he had just gotten off a 14 hour flight, and he was flustered by the car not turning up, he failed to get a receipt.

After various emails with Etihad customer service I have now been told that there will be no compensation without a receipt. I have explained that my partner is happy to provide a statutory declaration or affidavit or any other form of evidence as to the payment of 180 euros but there is no budging. There has been no offer to pay even a fraction of that amount (even though it is accepted by EY that the car did not arrive and that my partner had no option but to get to DXB via some other means).

I must say I feel pretty let down by the insistence on a receipt. I haven't played the lawyer game - which would be to explain that the breach of contract by EY in failing to get my partner to the agreed destination (DXB) has resulted in damages of 180 euros and that courts don't insist on receipts but rather sworn evidence. What I had hoped for was some reasonable compensation - an estimation by EY of the cost of a car from AUH to DXB perhaps - and not a blanket denial of compensation. I find it odd that Etihad will admit they didn't provide the service promised and then just shirk responsibility.

I have previously only had good experiences with Etihad.

Dear Uncle BJ,

We are sorry for your disappointment. We hope we can help in this case. Could you please provide us your case number by direct message so we can check it out with our Guest Relations team.

Thank you and Best Regards. *Jiaqi

 

[MrJetset]

Just had a very disappointing set of experiences with Etihad Chauffeur and, subsequently, EY's Customer Service department.

My partner flew in J with EY from MEL-AUH in late June and had the chauffeur service booked at each end (the AUH chauffeur to take him to DXB to connect to an EK flight).

Because my partner is not a confident traveller I was very concerned to ensure that the chauffeur service at each end was reserved and rang EY a few days before the flight to check that both transfers were confirmed.

When he arrived at AUH there was no chauffeur. He waited for quite some time and ultimately went to the Etihad transfer/information desk to ask where the car was, showing the Etihad staff member his itinerary with the chauffeur confirmation. The Etihad staff member told him that there would be no car and that he would have to take a bus to central Dubai at 2am (and not DXB as booked). Because he had a connecting flight from DXB the bus wasn’t an option.

He then had no alternative but to haggle with the various drivers at the airport to negotiate the best price he could to DXB. This ended up being 180 euros. As it was then 2am in the UAE, he had just gotten off a 14 hour flight, and he was flustered by the car not turning up, he failed to get a receipt.

After various emails with Etihad customer service I have now been told that there will be no compensation without a receipt. I have explained that my partner is happy to provide a statutory declaration or affidavit or any other form of evidence as to the payment of 180 euros but there is no budging. There has been no offer to pay even a fraction of that amount (even though it is accepted by EY that the car did not arrive and that my partner had no option but to get to DXB via some other means).

I must say I feel pretty let down by the insistence on a receipt. I haven't played the lawyer game - which would be to explain that the breach of contract by EY in failing to get my partner to the agreed destination (DXB) has resulted in damages of 180 euros and that courts don't insist on receipts but rather sworn evidence. What I had hoped for was some reasonable compensation - an estimation by EY of the cost of a car from AUH to DXB perhaps - and not a blanket denial of compensation. I find it odd that Etihad will admit they didn't provide the service promised and then just shirk responsibility.

I have previously only had good experiences with Etihad.

Ok so no-one else has actually respond factually so I will.

You cannot book EY Chauffeur Drive to DXB. It's impossible and is explicitly in the T/Cs. Some people get around it by booking the LM hotel and then prompting the driver to detour but I can fully see why EY is denying your claim - it simply wouldn't have been allowed in the first place.

In fact, neither EK or even QF allow transfers between airport terminals.

See https://www.etihad.com/en-us/plan-and-book/book-chauffeur/

Important note
No transfers between respective airport terminals.

 

[anat0l]

... it simply wouldn't have been allowed in the first place.

Important note
No transfers between respective airport terminals.

Except it seems it was "accepted" initially, since the OP checked with the agent with respect to the booking.

On the other hand, if an invalid address was given (e.g. another airport), why wouldn't Etihad or the chauffeur company call to advise the customer of the fact (particularly as they contact within 48hrs anyway to confirm details)?

It was certainly a mistake not to keep the receipt. I'm not sure how sworn statements hold up in court in terms of veracity, let alone having to go through the useless legal rigmarole anyway, but it definitely would have been quicker to tidy up things with a receipt rather than now.

The condition of "no transfers between respective terminals" is ambiguous. What is the significance of the word "respective"?

One can only hope with the intervention of the Etihad representative on this thread that there may be a possibility of a more positive outcome.

 

[N860CR]

Ok so no-one else has actually respond factually so I will.

You cannot book EY Chauffeur Drive to DXB. It's impossible and is explicitly in the T/Cs. Some people get around it by booking the LM hotel and then prompting the driver to detour but I can fully see why EY is denying your claim - it simply wouldn't have been allowed in the first place.

In fact, neither EK or even QF allow transfers between airport terminals.

See https://www.etihad.com/en-us/plan-and-book/book-chauffeur/

Important note
No transfers between respective airport terminals.

I would say that means between terminals at the same airport? Just my reading anyway.

The big cost to the poster was getting all the way from AUH to the Dubai area. Even if EY decided they offer the service all over the UAE except to another airport, then one could get the service to the closest airport hotel and then get a taxi.

 

[anat0l]

I would say that means between terminals at the same airport? Just my reading anyway.

The big cost to the poster was getting all the way from AUH to the Dubai area. Even if EY decided they offer the service all over the UAE except to another airport, then one could get the service to the closest airport hotel and then get a taxi.

Well here's the thing; "respective" seems to imply some sort of context. So it could be the same airport... or, is it the same city (or city area), for example, no transfers between London Heathrow and Gatwick? Or, in this case here, it's different cities (Dubai and Abu Dhabi).

Your latter suggestion is good, but the problem is that chauffeurs must be arranged prior to intended use (or at least what the T&Cs suggest anyway). So if the destination address was wrong or the OP's friend changed their mind to a radically different address, then I assume this would not be acceptable. However, it seems in any case, the car wasn't there and ready, period, which complicates things a lot.

 

[MrJetset]

The wording was clearer previously, but it is known that EY and EK will not drive a pax between AUH and DXB and vice versa. Staff are also trained on this so I'm not sure how even if it was input 1) it was confirmed and 2) agents said it was fine. EY call centres may not be great but they definitely know this rule.

By all means, lawyer up over a few hundred dollars but I think you'll find that you won't win.

 

[anat0l]

By all means, lawyer up over a few hundred dollars but I think you'll find that you won't win.

Let's hope it doesn't have to get that far, but I agree that if it does, it won't be worth it.

I guess we are comparing whether it's the pax's fault for not realising that it's not permissible to go between airports (i.e. without their error, none of this would have happened), or EY's fault because they didn't catch such a clear error (or notify the pax as such). It could be both, but unless it was purely EY's fault, anything that EY would do to fix the situation would be purely a goodwill gesture.