Terugbetaling van overgeschreven €6014

On 5/10/21 I booked 4 business class ticketsfor my family from Brussels to Abu Dhabi, leaving on 31/10/21. On 05/10/21 I paid – as instructed by the Etihadwebsite, and in the same way I also did this for previous flight bookings in the past – the amount of €6014,4 by bank transfer from my bank account to account number BE49 001385768571 of GLOBAL COLLECT BV with reference 810300192193. As instructed, I sent the proof of payment to ccdocs@etihad.aeOn 9/10/21 I received an e-mail from Etihad that my flights were confirmed. Yet, to my surprise to find out aweek before our departure date, that our tickets hadn’t been issued yet because Etihad didn’t receive ourpayment yet. My bank director at BNP Paribas called Global Collect, which confirmed that the payment wasreceived.I then called your customer service number and resend the proof of payment to Global Collect 4 times toccdocs@etihad.ae Several times, I spent hours on the phone, waiting to finally speak to a customer servicerepresentative. I was told several times that I would be called back the next day by a supervisor, but nobodyever called me back.On 28/10/21 I spoke again to a – French speaking - person in the customer service department in Belgium. Sherefused to give me her name. In the system she could see that the payment was still “pending”. She tried tospeak to the financial department at Etihad, but the finance department never responded.She advised me to book a whole new trip with new tickets, and in parallel she started the refund process ofour old tickets. She promised to send me an e-mail confirmation to my e-mail address info@garagevanderborght.be (which I never received).So in the end, I had to book new flights from Brussels to Abu Dhabi, leaving and returning two days later (seebooking reference LDKPJJ) at a higher price (this time I paid by Mastercard). Unfortunately I still didn’t receive the refund of the €6014,4 which I paid on 05/10/21 for the old tickets onbooking reference ESZHTY.Meanwhile I have filed an official complaint with the police department in Belgium. I was informed that theaccount of GLOBAL COLLECT BV was blocked on 08/10/21 by the police (Parket van Procureur des Konings S.Jamar van Oost-Vlaanderen, Afdeling Dendermonde, Zwarte Zustersstraat 2-4-6 (notitienummer:DE.20.LA66854/21/BW21 - Dossier behandeld door RAES Natalie – Tel. +32 52/25.15.11). The reason for theblocking could not be disclosed, so I can only assume that this is because of fraud or paymentproblems. During all my interactions with Etihad, I was never informed that there was an issue with yourpayment handler GLOBAL COLLECT BV.I find it unacceptable that:a) Etihad was using a questionable payment handler like GLOBAL COLLECT BVb) Etihad was still telling customers early October to pay money via GLOBAL COLLECT BV, even thoughthere must have been issues with that company already (the police never blocks a bank accountimmediately, this always takes months). The payment instructions which I followed clearly came fromEtihad, so your company is responsible for the issues.c) Etihad never informed me what the problem really was, namely a blocking of the account of GLOBALCOLLECT.As you can imagine, my family and I experienced a lot of stress during the week before our departure date,because we didn’t get any information from Etihad, except that “our payment was still pending” and “ourtickets were not issued yet”. I spent hours waiting on the phone to speak to a customer representative. Weincurred a lot of extra costs, and we had to leave a day later on vacation.

Dear Guest,Thank you for contacting Etihad Guest.Apologies for the delayed response.We are sorry for the inconvenience that you are going through your refund.Kindly be informed that Etihad Guest deals with queries related to Etihad Guest loyalty programme only.Hence, all queries related to future or existing reservations are being handled by our colleagues from Global Contact Centre.You may get in touch with our colleagues, who will be in the best position to advise you what will be the best solution in your case.Wish you a lovely rest of the day.Should you require any further assistance, please contact us.Kindest regards,Slobodan BlagojevicService CoordinatorEtihad Guest---------------------------- CONFIDENTIALITYDISCLAIMER NOTICE:This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorised and may be illegal. Etihad Aviation Group or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses.:www.etihad.com/

This answer isn't helpful at all. Could you at least give me the contact information of your "Global Contact Centre" (e-mail address please, no telephone numbers, since it always takes hours before anyone at Etihad answers the phone).Thank you,Kris

Dear Guest,Thank you for contacting Etihad Guest.Kindly be informed that our Global Contact Centre do not have official email they are only helping guest via telephone conversation. As from previous mail we can only advise you to get in touch with them as they are in the best position to assist you regarding your query.Your understanding is truly appreciated.Should you require any further assistance, please contact us.Kindest regards,Slobodan BlagojevicService CoordinatorEtihad Guest---------------------------- CONFIDENTIALITYDISCLAIMER NOTICE:This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorised and may be illegal. Etihad Aviation Group or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses.:www.etihad.com/

Dear Mr. Blagojevic,Your answer is again not helpful. I have spent hours on the phone waiting for someone to pick up, who couldn't help me. Please forward my complaint to the manager of the Etihad office in Belgium, and ask that person to reply to this complaint please. Thank you,Els V

Dear Guest,Thank you for contacting Etihad Guest.Due to high volume of calls at certain moments, waiting time may be longer than usual, hence, we kindly ask for your patience.Kindly be informed that Etihad Guest deals with queries related to Etihad Guest accounts and loyalty programme only, due to the very limited access to the reservation and ticketing system we are unable to assist with bookings nor organize any callbacks for same.Hence, all queries related to future or existing reservations, either for changes/refunds or any follow-ups regarding the same, are being handled by our colleagues from Global Contact Centre. You will have to get in touch with our colleagues, as they are in the best position to assist you.Your understanding is truly appreciated.Should you require any further assistance, please contact us.Kindest regards,Slobodan BlagojevicService CoordinatorEtihad Guest---------------------------- CONFIDENTIALITYDISCLAIMER NOTICE:This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorised and may be illegal. Etihad Aviation Group or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses.:www.etihad.com/