Etihad Airways

Nikolas Mills PIR: CDGEY34269 PNR: FEIQCN RQID: 752476

I am writing on behalf of my son, Nikolas Mills who travelled with your airline on the 27th of November this year to CDG. My son who is 22 years old, had completed 14 years of schooling and graduated this year from University with a degree. He had been saving for many years to travel to France after studies, and this was an exciting trip we all were happy to have him go on. Being a past travel consultant for many years, I recommended Etihad to my son, hoping that it would be a stress free enjoyable flight and the start of an amazing memorable trip.
Unfortunately it has been memorable for my son but not in a positive way. This trip, thanks to Etihad has turned out to be a holiday from hell due to the incompetence, rudeness and total lack of any assistance given by staff at CDG, ground baggage staff and Etihad contracted couriers.
When my son arrived at CDG, his bag was left behind in Sydney and after a lot of time waiting he was just given his papers for his Lost baggage report and nothing else. He was advised that his luggage would be forward to Marseilles as soon as possible. This was on the 28th of November. He did not get his bag back till the 7th of December. It was not even delivered, but he had to walk 4 kms to collect it himself in Marseilles from the courier depot.
As his mother, I am extremely upset at the way he has been treated. He is flying back home tomorrow and I hope and pray that his return flight will at least be incident free and stress free. I have been in contact with Etihad help desk via Facebook for the last 3 weeks and lots of promises were made, but nothing was done. I myself spent a lot of time making international calls to courier companies as did my son, trying to track down his bag. He arrived in France with the clothes on his back and some underwear. Not having anything for 10 days was an immense burden, especially since he was travelling on a careful limited budget. He had to purchase basic items of clothing and toiletries, and when we submitted a claim, we were given a pathetic amount of 90 euros as compensation. That was an insulting offer considering all the stress and time wasted my son had to endure.
I will now copy his exact details of the whole incident:

Dear Sir/Madame,

I understand you have received an email from my mother written on my behalf as I am currently in Europe on a three week holiday. The email briefly highlighted the issues i have come across. This email is to back up the statements in the previous and to add some context to some of the information.

Upon arrival at CDG after a 14 & 9 hour Etihad flight I arrived at the baggage carousel to find my bags were not present. I had to find someone who would help me and after 15 minutes of waiting I spoke to an attendant who took my baggage reference number, only to tell me my luggage, my only suitcase was still in Sydney.

The attendant then provided some generic paperwork about my contact details and what address the baggage would be sent to. I advised him that I didn't plan to be in the same place for more than three days and he explained that he couldn't do much about it as the delivery process takes time. Which as frustrating as it was, I understood the situation.

I arrived in Thursday the 28th and he advised me that it would arrive at the address I provided in Marseille on Saturday the 30th. There was no details about a courier, only a link to a tracking system where I used my baggage reference CDGEY34269 to check the so called location.

As I had 2 hoodies and a t shirt along with the clothes I was wearing and no toiletries. I had to ring my insurance company as soon as I finished travelling 23 hours to let them know the issue at hand and find what I needed to do. They informed to buy basic clothing and toiletries and keep receipts. Jet lagged and in need of sleep I travelled to Marseille that I had a flight booked for 2pm that same day. I bought basic $5 euros t shirts, underwear and socks. The following days I needed some more basics like 1 more set of underwear, some socks and a pair of pants and a jacket. This should not have been necessary if the bags arrived in the first place and was a stressful hassle to put together after the flights.

Saturday came around with plans to leave early in the morning, being changed to leaving later in the day as I was advised that the package only arrives on Saturday mornings. I waited around the apartments reception and from 8 until 12:30 nothing resembling a courier arrived. Only to receive a text from the tracking software "EY-CDGEY34269 - Bag01/BLACK - We have located an item similar to yours, when this is confirmed we will inform you".

Confirming my suspicion, that there was no chance a bag would've arrived and from the text it sounded like whoever was in charge wasn't bad sure it was even my bag specifically. I then called the number provided by CDG baggage customer service to enquire about the tracking, provided my number and was informed that the bag could never have arrived on Saturday. The earliest arrival would be Tuesday the following week.

Following this another text was received from Universal tracking presenting the following information. EY-CDGEY34269 - Delivery Info: No of Items: 1 Courier: ARC 18H30.

After this text came through that initially made no sense I put my tracking reference into the tracking software and it stated "access to your file is not available, please contact your airline".

I then called again to understand what was going on as I could not longer track my luggage through the software and the only info I could now go off was word of mouth, it "should arrive Tuesday hopefully". as per the customer service agents advice.

I called the CDG baggage tracing service number once again and spoke to one of the most inconsiderate, impatient, incapable customer service agents I've spoken to. I started the call and pressed the English option, he answered in French, I asked if he spoke English, there was a long pause and large sigh and laugh under his breath until I finally received a yes. I asked about what has happened to my luggage as the text about ARC did not make sense and I could not track it with world tracker as the file was unavailable. His response was this word for word "it seems the baggage has been picked up and will be sent to you sometime in the next 2 weeks". I asked him if there was any way to track it, any information on the courier like a name, number etc. He said he doesn't know any of that information and does not have the ability to find out. After asking very possible question relating to finding ways to track the luggage he cuts me off and says is there anything else you need help with today. Clearly he wasn't listening, didn't care so I hung up.

The next morning I looked at the text again and did some research on this "ARC". To find it is a courier service in Marseille and the 18H30 was a tracking number. I called the number on their website. That I had to go out and find myself and was told that the luggage would arrive on Wednesday and that it was out with a courier from Wednesday morning. I ensured that this courier company had my contact number for my international sim that i had to purchase to remain in contact as they said I would receive a text upon delivery.

On Wednesday I remained at the apartment complex back in Marseille from 9am until 4pm as I returned for 1 day with plans to head to Montpellier late that night. I didn't receive a text and nothing arrive since again wasting another day of a holiday I've put a fair investment into.

I travelled to Montpellier that night of the 4th and for the following day the 5th then traveled to Toulouse the night of the 5th. Still awaiting any form of a text or follow of any delivery, I received nothing. I then spoke to my mother on the morning of the 6th who has been in contact and working around the clock to sort this from her end as well which is ridiculous as it should've been sorted by baggage services and Etihad days before. She informed that the package should arrive on the 7th on a Saturday morning from 8 until 11.

The courier who was supposedly delivering the package was called Chronopost and from reading the many many reviews it was obvious a competent courier was not on the forefront of anyone's mind when organising this for my luggage and also the fact that it was supposedly arriving on a Saturday was ridiculous as it didn't happen the first time. I emailed the baggage tracking company provided by CDG who my mother was also in contact with asking for options and questioning the courier dependability and also options if I could even pick it up from the depot. There is records from a conversation with a man called Mark. Where he responded "it's not recommend to visit the depot", "waiting for the shipment to arrive at reception is the best option...I guess".

"I guess" this sums up the experience. Important luggage, lost due to incompetence and disorganisation and to be told when doing every conceivable thing that the so called professional "guesses" it could work is ridiculous.

Following on, As previously stated I received the info in Toulouse that afternoon of the 6th when I had plans to visit Avignon the following day with some friends. But was forced to take an 11pm bus back to Marseille as I needed my luggage.

The morning of the 7th I arrived at 5 in the morning, waiting in the station until the trains started at 6 and got to the apartment at 6:30. At 8 of course there was the issue of checking the tracking and being advised that "shipment not due for delivery Saturday, held at depot".

At this point, I was at my wits end, myself in France as was my mother in Australia. After the days and days of back and fourth of poorly organised information, feedback and back an fourth between tracking, couriers and customer services agents it was obvious that without my intervention nothing was ever going to eventuate.

At 8am Saturday morning, I walked from the apartment to the industrial port district of Marseille as I refused to pay 25 euro for an Uber or have to sort out what time a bus would ever make its way out there. After the 3km walk I arrived to wait in the chronopost foyer for 30 minutes until finally speaking to someone who spoke about 3 to 4 words of English. Over a 15 minute period I spent time translating information through google translate back and fourth until finally someone who spoke English arrived and stated that my suitcase was not in the premises, even through tracking said it was held at the depot.

After asking to check the tracking one more time a driver arrived out of the blue at approximately 9:30 and the lady at customer service witnessed him with a black suitcase walking into the warehouse. My suitcase.

I told the lady that it was mine, she called him over and I was handed the suitcase no questions asked. Which was very unprofessional from any standard. I was happy to receive the suitcase nonetheless. The woman at receiption only knew my name.

For insurance purposes as well as proof of delivery I asked for a form of paperwork as my suitcase was merely wrapped in plastic.

The driver went back and came back with a few papers crumpled up in plastic that must've fell off the suitcase that we're left in the van. Happy to provide images of this as well.

To conclude, for a first time solo traveler like myself or someone who travels constantly. This was an overall disappointing and dumbfounding experience to go through. My mother in Australia working around the clock with about 4 to 6 different customer service operators all telling her something different. Having to buy clothes and basic essentials with money saved for spending on the trip. Dealing with unprofessional, incapable operators who had no intention of making an effort to find a resolution and cutting short a holiday that has been in plan for a year.

I understand that this will be involved with the claim for compensation that will be put through. If you have any further question fell free to contact me on overseas sim I had to purchase on because of this on +[protected] or if not my email. My mother will also be contactable if I am not.

This will not go unresolved, please make an effort to get back to us with the what developments there are on this claim.

I don't want to hear it's high priority, or fast tracked. As from someone who has worked in customer service and with online business for years we know that means nothing. I'd just like a resolution from someone who wants to and has the ability to actually fix this mistake that was out of my control.

If there is any further information required, please let me know.

Regards,

Nik Mills

This is my response to the initial claim offer. All receipt attachments are in the email received by Iyad in Baggage claims, as I cannot attach them here. He also has all baggage tags, boarding passes and itinerary and e ticket details. To date we have NOT received the confirmation letter or email from Etihad confirming the dates that the bag was lost. That is just another item that is infuriating.

Dear Iyad,

I have received your email, and unfortunately do not agree with your amount offered as compensation. The amount of EUR90 is frankly an insult, as there were many more expenses incurred that we were unable to upload on your baggage claim form. There was only space to upload 2 receipts and there are many more that were advised in my letter and my sons letter which you should have now received. I also have been in contact with Etihad help desk via Facebook, which you would have seen in the uploads. Have you been able to get a true idea of the massive troubles my son incurred due to the incompetence and rudeness of Etihad groundstaff and couriers contracted to Etihad to handle misplaced baggage ?

l have attached all the receipts for expenses incurred to this email and would ask that you review the claim, contact Etihad help desk at Facebook and make a fair and reasonable offer for compensation. The total amount of costs for clothing and toiletries, my son incurred was EUR211 and he also had tour cancellations and purchase of a local sim card, which he was asked to get by Etihad baggage staff at CDG. My son was without clothes, toiletries for 10 days and your compensation does not even come close to covering the basic neccesities he required to function for the period he was without any personal items. He was very careful to only purchase basic items and tried to be frugal with all purchases. I am sure if you landed without baggage, you would not be able to manage with just a pair of pants and a jacket. This money had to come from his own funds, so it impacted on his holiday. He also had to cancel travel plans to wait for the courier that never arrived or even made contact to advise his non delivery. A closer amount of EUR250 would not even cover all of the expenses he incurred for the period of 10 days. I am sure that Etihad could understand EUR25 an day is not an unreasonable amount to compensate my son for his troubles and stress incurred.
He is still in Europe and flies home on the 16th. I hope Etihad can look after him on his flight home so that there are no further negative issues.

We also have been requesting, many times, a formal letter from Etihad, showing the dates of 28 November to 7 December, being the total time that my son was without his luggage. This letter has been requested many times and Etihad staff at help desk have sent numerous reminders to have it forwarded to us from your department. Could you please arrange to have a letter of acknowledgement of these details sent to us at your earliest convenience.

Your prompt attention in this matter would be greatly appreciated. I look forward to your response as soon as possible so that we can close this matter in a positive conclusion.

Yours sincerely,

Vera Mills.

We ask that you show my son some compassion and understanding, As his mother, I am so upset, knowing that I recommended Etihad in the first place. Your prompt assistance and reply would be greatly appreciated, so that we can put this terrible event behind us and move on with our lives.

Yours sincerely,

Vera Mills, on behalf of my son Nikolas Mills

Dear Sir/Mam,

Greetings.
Etihad Voucher #607 [protected] issued to me on 03-Dec-2018 with the value of INR. 10, 000.00.
I want to redeem the voucher money by transferring the same to my account.

The required details as given below;

Etihad Voucher No : 607 [protected]
Name: Vibin Varkey

Account Details:
Account Holder:Vibin K V
Account No:[protected]
Bank Name:Punjab National Bank
Bank Address: Moorkanikkara Branch

SWIFT Code: PUNBINBBDIB
IFSC Code: PUNB0258800
E-Mail ID: kvvibin.[protected]@gmail.com
Contact No: Uae +[protected]/ Ind+[protected]

Please do the needful at the earliest.
Thank You.
Note: email conversations has been done even though the refund process not completed & money not yet received.please refer the attachments for more information
Regards,
Vibin

Dear Sir,

This is to inform you that I am always preferred to be a frequent passenger with ETIHAD Airways since 2012. Presently, I am residing in Abu Dhabi, booked ticket through online with given details and checked in online. However, your boarding staff in airport prior to my travel were not permitted to travel without change the name saying not matching with passport. I was informed by saying they can't go for other details like passport number EMID etc. and I am forced to be paid Dhs.370 at that point for my emergency. Moreover, they were side lined, forced to wait me till end of boarding pass issuance which has humiliated during my travelling.

Attached, please find the online ticket, additional payment details, my online boarding pass, airport checks in details and passport copy for you information.

I am regret to inform and still surprised why Etihad staff is doing such difficulties to me during the year of tolerance 2019.

We shall appreciate you to have a justification on the above concerns that have faced during my last travelling with ETIHAD airways.

Best Regard's,

Anil Kumar
PO Box 5498, Abu Dhabi
Anil.[protected]@parsons.com
[protected]@gmail.com
Tel : +971 02.4941442
Cell : +[protected].

Re.: PIR: KTMEY18705
Booking ref.: UVSQLH
Flight EY292
Date 20 Oct 2019

Dear Sirs,

Flying from Birmingham in the UK, my Luggage did not arrive at my final Etihad destination Kathmandu.
I repeatedly contacted Etihad but was only told ‘I would be updated in 24 hours'.
I did not know if my luggage had been lost or just delayed.

I had to fly the next morning on from Kathmandu to my final vacation destination Nepalganj in Nepal.
I had to buy a replacement set of clothes (casual, trekking etc) and thus suffered anguish and financial loss.
My luggage arrived several days later at an airport 90kms from my final destination.
I had to travel to collect it.
I duly filed a completed claim on 5th November 2019 with Etihad and was told I would hear from the Baggage Claims team within 21 days.
This date has now passed and despite sending emails requesting a response, I have been totally ignored.

I would like to COMPLAIN about this, and if I receive no further response, will take my case now to the CAA.

Yours
Marc McConnell
3 Warren Avenue
Leicester LE4 9WX
UK

I am Githinji Joseph, holding ETKT [protected] = 1, holding a Kenyan passport number CK29058 flew from London to Abu Dhabi and proceed to Nairobi unfortunately our flight delayed in London due to unavoidable problem and we had to wait. For this case I missed my flight to Nairobi until tomorrow morning.
When we were received, one of Etihad staff told me I have been checked inn a hotel in the airport since the flight left. No one accompanied me to the hotel but my shock wasn't a hotel, it was a small cube with a bed and no shower, we arrived at 9:15 am, to make matter worse, I was to check inn in that cube at 11:00 am, so the receptionist told I have to wait.
After sharing and presenting myself to Etihad staff, I was told that only place and if I want a hotel I should wait not less than 5 hours for visa since all airport hotels are, full. I went on presenting my case since I was not comfortable to spend night in a cube and without shower nor toilet. I met another Etihad staff who took my passport and ticket and after 5 to 10 minutes she came back with information that I go to check inn in terminal 1 where I am now and comfortable. From 9:25 am I got a room at almost 12:30 P.m..
I felt unhappy, unwelcome and neglected with reason I cant tell
Abu Dhabi is one of the best airport but truly I was left there alone to struggle and I don't know why.
It's not the first time to fly using Etihad but this time truly I missed the Etihad I knew.
Always better to give first priority to your passengers especially when they miss connection due to delayment can be caused.
That my complain, done it with clear conscious.

My email: frjoe.[protected]@gmail

Sent this email on the 23rd havent heard from anyone. Pathetic

From: [protected]@yellowork.com
Sent: Saturday, November 23, 2019 11:00 AM
To: dutymediaofficer@etihad.ae; guest@etihadguest.com; adgetp@etihadguest.com; feedback@etihad.ae
Cc: 'Aijaz Ahmed' ; [protected]@yahoo.com
Subject: Unsuccessful booking transaction PNR EYTROL

Dear Concern

My name is aijaz ahmed. I tried to make a booking on the 19th of Nov 2019 under the name of Rehana Yakoob. Unsuccessful PNR number for the bookings are mentioned below. I called your helpline number multiple times and it was communicated again and again that transaction was declined and the amount is stuck due to soft transaction which will be reversed in 24 hours. Its been 4 days now and my amount which is nearly 1 million is stuck blocking entire limit of the master credit card.

I need to purchase the ticket but since amount has not been reversed I cannot use my card.

Booking Number
1. EYTROL 1st attempt
2. SARXBK 2nd attempt
3. WPBATB 3rd attempt

Transaction Number
Ca2271
[protected]

Local Bank in this case Faysal Bank says that the transaction was charged but not claimed by Eithad. According to them Etihad payment backed department need to contact them to remove this.

I would really appreciate if you can resolve this issue

Regards
AA

26 November, 2019

Etihad Airlines
Head Office,
New Airport Road, Khalifa City A, PO Box 35566
Abu Dhabi
United Arab Emirates

Dear Sir or Madam,
I wish to make you aware of an unpleasant experience I had on your airline on October 20th of this year. My 9 year old son and I were meant to return home from Seychelles on Flight EY621 from Mahe Island to Abu Dhabi. After boarding, the plane sat on the tarmac for 2 hours while the crew attempted to fix a technical fault. We were then offloaded into the airport, and told to wait for further information. There was no further information provided until the following morning. (The flight was scheduled to leave at 8pm the previous evening). We were not offered a hotel room, despite numerous requests from passengers, and had to attempt to sleep on the hard benches of the airport. We felt this was very inconsiderate on Etihad's part. Many people, myself included, were traveling with children, and found sleeping on the airport seats to be impossible.
Because we missed our flight to Abu Dhabi, we missed our hotel booking at the Aerotel in Terminal 1 of Abu Dhabi airport. This was prepaid, and consequently I was unable to get a refund.
In addition, when we landed in Harare, our luggage was not on the plane. It arrived after 2 days.
This was our first experience with Etihad Airlines. We expected great things, as your airline has a wonderful reputation. Unfortunately, we were left quite disappointed. I do understand that planes develop faults occasionally; it was the way in which Etihad handled the situation that was unacceptable.
We are scheduled to fly Etihad again on 19 December, from Harare to Chicago, via Johannesburg and Abu Dhabi. Etihad Ref # 4TDXHQ (EUISMY). As compensation for our difficult experience and financial loss on Flight EY621 in Oct, I request that my son and I be upgraded to Business Class on one of the legs of our upcoming trip (Johannesburg to Abu Dhabi or Abu Dhabi to Chicago). We fly internationally two or three times per year and would prefer to stick with Etihad for these trips.
Thank you for your consideration.
Kind regards,

Jennifer Wells
+[protected]
[protected]@yahoo.com

Hi.

Reference travel to London Heathrow 12th November2019. Booking reference XUHCPT.

Departure DELAYS in Delhi meant the connecting flight in Abu Dhabi was missed. Flight was rescheduled for 10.45. This flight was also delayed by another 3.25 hours. Total delay in flights over 5. 5 hours.
Additional costs occurred at parking in Heathrow and purchasing foods in Abu Dhabi.
The entertainment screen was also not operation for the travel to Delhi.
Very disappointed with the service and lack of help provided.
I would like a complete refund of the journey plus additional expenses occurred or free travel on future dates.

Look forward to hearing from you.

Kind regards,

Harpal Dhak.

My name is Roland Doummar working for First Abu Dhabi Bank
i had a very bad experience as a customer with the Etihad airways please find the facts which has unfortunately leaded to a major disappointment for me and my family holiday trip to Maldives to be cancelled due to an unfair flight boarding to be objected by Etihad airways check in Desk in a a very rigid manner

I have booked for me and 2 of my family members ( wife and Son) a holiday trip to Maldives for 4 Nights between 18th Oct till 22nd Oct 19 flight through Etihad airways reservation code YRWOWH as well as hotel booking in Grand Park Kodhipparu Maldives, I did the booking online through Expedia.com and received a confirmation of my booking,

while reaching with my family the Abu Dhabi airport Etihad Airways Check in Desk on 18th Morning 6 am, we have presented the passport documents to the check in officier . she has raised a concern on my passport validity which is 3 days less than 6month validity she said she cannot on board me to the flight even with 3 days gap as the - My passport expiry date is 15th April 2020 and I am travelling to Maldives on 18th Oct 19 and leaving Maldives on 22 Oct 19 i.e 5 Month and 3 weeks before my passport expiry date

The Etihad check- in officier contacted the Etihad manager in Maldives his name is Adnan and requested him to confirm with the immigration in Maldives, in case the immigration approves my boarding he asked for my nationality which was strange, after 30 minutes waiting for decision I have been informed by Etihad check in that I cannot fly and nothing can be done which was really shoking and disappointing for me and my familly as everything was planned and have spent lot of money on the flight and Hotel this trip which costed 6, 600 $ (flight + hotel ) has been waisted, I spoke to the manager in duty he did not accept without checking the facts and try to support

I have visited the Maldives Embassy on the next week and raised the fact they have informed me that they do not have an objection to enter Maldives as far my passport validity does not expire while I am in Maldives and they send me a written confirmation on this and they told me that Etihad ground staff decision was not appropriate, Maldives immigration would not have objected my entry to the Maldives

we have tried our level best multiple time through expedia .com to reach the hotel to request for a refund unfortunately the hotel refused to refund
this decision had a major financial and moral impact to the entire family while maldive did not support the objection of my travel the impact as follows
- Lost my 4 days of holidays for my self and family
- My hotel booking is non refundable cost $ 2500 - Money has gone the property has refused to refund it .
- My Flight 3 Tickets will undergo an additional charge AED 915 per ticket to keep it open with the total additional charge of AED 2, 745 which is an additional loss
- Moral of the family was impact negatively we lost the holiday and the money, we are sincerely all disappointed

On overall basis this is a big financial loss for me and familly $ 6600 is a big amount, for the reason of a 3 days passport validity GAP while the Maldives embassy has not objected my trip given my stay in Maldives will be for only 4 days within my passport validity which expire in 5 month and 3 weeks later

we are very unhappy from the behaviour and careless of the ground staff not trying to help and not asked the authority for a proper opinion given the facts .

My Name is Pradeep.
I travelled from bahrain to chennai via Abudhabi in Etihad airways on 6th Nov. On the transit in Abudhabi One male ground staff who was issuing the ticket at the counter wasnt smile to all the passenger and by mistake i went on the business class line as one guy went thru it before meq, that staff sent him but he didnt low me & misbehaved & mistreated me & hurt me so much the words that he used. Staff asked me (i repeat he asked not requested) are you travelling thru business class without smile, i said no then he replied to come on the other line. Then I asked him that u send him the other guy who is not business class passenger why not me, staff replied that i can send him but not you. I said Really, i never heard such a kind of reply from any airlines that too such a reputed organisation. On addition to that he started to take other passenger infornt him without proper response. What a such ignorance and an attitude to the staff. I believe that he need some training about basic etiquette of service.
When i entered to the flight, the total scenario turned by the cabin crews. What a excellent service given by the crew staff. I need to appreciate all the staff especially one women staff (sorry cant remember by name). I really love the way that they take care of all thr people in the flight without any face gesture. Service was "Wow"
In one travel, two types of situations - one was exemptional service and the other one is worst attitude service.
I dont want to give any suggestion to the big company hope u make such decisions to avoid in future for the other passengers.

I was travelling from kansas to chennai on nov 2nd 2019 through Etihad. My route is kansas - chicago- abu dabhi - chennai. My flight got delayed in kansas for almost 3 hours. By the time I reach chicago, there is no much time, so the airport people rushed us to board abu dhabi flight. When I reached Abhu-dabhi and met etihad airwys people to collect my boarding pass to chennai, they said that they could not find my 2 checked-in bags that I checked in kansas. When I reached chennai, my bags were missing and airport people asked me to file missing bag complaint. I received the bags on 11/6 night and signed that I received my bag in sealed condition and it looks good as there is no external damage to my bags . I checked my things in the bag next day morning and to my surprise most of expensive stuff are missing. I tried to call chennai etihad through +91-4422-566431. A lady answered the call and I informed that my things from the bag are missing. She said there is no enough staff currently and asked me to call in the afternoon. Since I could not make the call that afternoon as I was travelling, I called on 11/8/2019 at 10.30 AM ( that is there opening time). A lady again answered the called and asked me to send the list of missing things to email address. Before she can give the email address, the phone got disconnected. I repeatedly tried to her to the same number, everytime I hear there is no service for that number from here on.

I always heard people complaining loosing of one or 2 things, but I shocked to see so many missing stuff in my bag. IT was the worst experience I had so far. I want my things back or refund those items.

My ticket booking number : WDTNUH
Name : Vijaya Lakshmi Jaliparthy.
My contact email : [protected]@gmail.com

Attached my bag tags.

My problem with ETIHAD started 90 days back... I have cancelled my ticket on 07th of August 2019 and they told, they will process my refund in 7 to 45 days... but i did'nt recieve even after so many days, then they told my credit card details has chanded in refund process so they asked my Bank account details again and i have forworded the same to them 30 dsays back... even now i didnt get my refund... i never saw any airline sirvices that takes this long to refund a concellation amount... i called them around 20 times and fed up with speaking to customer care...

i suggest evety one to not canell ticket from Etihad. the worst service i ever had...

I cancelled 2 first class seats on the 11/9/2019 for departure from Sydney to London on the 27/9/2019

After many many phone calls I am not getting any closer to seeing my refund from Etihad Airways.
I had to cancel flights due to the death of my mother.
I am waiting to be reimbursed $21150.00 aus.
I have provided bank details as requested on the 18/9/2019
Passport identification on the 17/10/2019

I have escalated this case to several supervisors in Belgrave & the Phillipines..
I am always promised someone will get back to me by a certain date to never hear from anyone.
I can provide reference numbers & contact names.

I would like to solve this issue & receive my refund as promised & as per your Etihad terms & conditions.
Please who can I escalate this to, airways ombudsman, aviation complaints?
Thank you!

Good day,

I am writing to express my disappointment regarding Etihad Business Class in Abu Dhabi lounge access.

I tried to pay for a lounge access as I wanted to rest before my flight to Dusseldorf, I wanted access as I was dreaded from 7-hour flight. However, the credit card machine was not working and I could not be allowed entry since I could not process payment. The reception were polite and nice, but only gave me one option, to upgrade my flight to Business which cost too much.

I hope this problem could be fixed as I love flying with Etihad and I don't want this kind of situation to happen on my next lay-over in Abu Dhabi.

Thank you very much.

Clyde Tubac
Etihad Guest no. [protected]

Hi,

We were bumped from a flight in July in exchange for a promised refund.

After many emails with various representatives we have still not received the refund.

It has been over 3 months now and am finding the whole experience very suspicious.

I have attached the refund vouchers as proof of what has been promised.

Looking forward to your reply.

Thanks

P. Brossard

i submitted my plaint 4 times before and no response.
my flight was Australia to Abudhabi transit to take Belgrad airline destination is

Vienna. connecting flight to Belgrad was cancelled. It was a caitiff situation at Abudhabi airport staff keep send me back and forth to find out what the situation will be. Unfortunately after haul flight from Sydney to Abudhabi and 3 hour at the airport I had to fly again 6 hours to Dublin (passing Belgrad) again 2hrs connection to fly to Belgrad meaning i exceeded 30 hrs to get to my destination.
I asked for food voucher at Abudhabi airport and was told i will get in inDublin and in Dublin they said no you should had it from Abudhabi. my luggage as i was told it will go direct to Belgrad which was not the case, as i was passing by the carousel in Dublin I just spotted my luggage by a coincident. After this ciaos i lost my day tour in Vienna which i already booked for.
I am seeking compensation for all of the above and the inconvenience and being on air for more than 30 hrs. and loosing my tour in Vienna
I attached all the documents in my previous emails which i haven't received any response.

Regardd
Diana

ETIHAD almost destroyed our vacation by its incompetent staff! I booked specifically for your airlines even though tickets were more expensive than alternative options. What a shame for the behavior of your staff that is described below. Never again!
Was flying from Paris to Singapore with my wife on 26th October 2019. We came to check in desk in the airport around 8AM for bags drop-off and all of a sudden we were told by the lady that we can't fly cause we need a Singapore visa.
We're citizens of Ukraine and are allowed a transit entry to Singapore for 96 hours in case we have further flight to 3rd country and have reservation of the hotel in Singapore. I kindly explained the rule, provided print outs of boarding passes from Singapore to Bali (Indonesia) that was to happen within 48 hours and a confirmation of pre-paid hotel in Singapore for 2 nights that allowed us visa-free entry to the country (fully following the immigration rule of Singapore). The lady at the check-in desk insisted that we can't be boarded cause we need a visa.
We travel a lot and I'm always well prepared and had print outs from official immigration site of Singapore stating that we're allowed to get 96 hours transit entry visa to Singapore following the above criteria. The lady didn't want even to look at the prints and also refused to check herself the rule on the official Singapore immigration web site. She also said that if it's true, we might be allowed a 96 hours transit visa to stay in the airport but not to enter the country. I tried to explain that visa is not required to stay in the airport but didn't work.
She called a manager who also in a very rude way tried to get rid of us saying that we can't go to Singapore without visa. They absolutely didn't listen to us and didn't even try to check our eligibility to enter Singapore. In the end the manager said that "we're wasting her time" and pushed us out from the counter!
That would be the end of the story and broken vacation. I was 100% sure that they're making a mistake cause I checked it many times as well as a lot of our friends visited Singapore without visa this way (cause we don't need a visa). So in the end I asked the manager to give a written confirmation that they rejected our boarding (I didn't plan to lose several thousand euros because of incompetence of the staff so was planning to claim all expenses back, of course). Only after this she just shouted on us to wait and went somewhere.
In about 20 minutes she came back and said that we will be boarded on the plain. ZERO excuses, they even didn't say sorry and just said that normally we're not allowed to enter Singapore without visa but they will make an exception for us. Can you imagine? The lady at the airport check-in can decide whether we can enter or not particular country and make exceptions…
We arrived to Singapore and guess what happened on the border control? Nothing! No questions from officers and 30 seconds to enter the country!
Dear ETIHAD, I can understand that sometimes people might miss some knowledge and I would forgive this. What I can't understand - the way the staff treated us - as if we were criminals from 3rd country. They were literally pushing us away from the counter and didn't want to talk or listen to us. In the end they didn't apologize though we spent 1 hour trying to prove that we're right and spent a lot of nerves there.
We're flying back with your airlines cause tickets are already bought. Definitely the last time me, my family and friends are using your services!

Hi,
I'm writing to log a complaint regarding the connection provided to me by Etihad on my return holiday tour from Sydney (Australia) to Lahore (Pakistan).
On my return trip I was provided a connection flight with Virgin from Melbourne to Sydney with a transit time of 2 hrs (5am landing till 7am departure). As per requirement of Australian laws the immigration was to be completed in Melbourne including collection of laguage (7 bags) and then their tree booking.
The boarding passes from Melbourne to Sydney were issued from Lahore airport with relevant gate number (12).
In this tight timeline I booked my bags again for Sydney and rushed towards the gate along with my family of 6 (including 3 kids - 2-7yo).
Once we reached at gate around 0645am we were informed that the gate has changed and the flight is now departing from gate 3 which is on the other terminal. The lady at the gate informed the other gate able the situation and told them that there are 6 passengers coming towards them. Rushing with kids and lagguage when we reached there (0653am) we were informed that the or baggage have been of loaded and we are to take the next flight.
If it wasn't enough, once we were sent back to counter to check for the next flight, I was informed that I need to pay in full for the next flight, which was over $2500 because the baggage had to be off loaded from the plane.
Additionally, I was told that I in the new flight I would be given the regular baggage allowance per ticket i.e. 23 kg instead of 30kg that was allowed in the old boarding pass. For the extra weight I need to pay additional money.
I this dire situation where on one hand my kids were crying due to prolonged air travel and tiredness, and zero empathy from the virgin airline staff, I looked for car hiring and booked my self a car due to finance issue. Another painful 10 hrs of road trip got added to our journey and I reached Sydney after paying around $533 to car hire plus fuel of $110. This long and stressful journey had left the whole family in the utmost level of tiredness and jetlag.
Staff booking the Mel to Sdny connection never mentioned to us that our boarding pass have incorrect gate number as it was issued 20 hrs ago so it should be reissued. Instead I was blamed that I relayed on hard paper document in my hand and didn't check the tv whilst rushing to catch the plane with my young kids.
Further to this I don't think I'll ever travel on Etihad. I request that at least the additional coat that I paid to rent the car should be reimbursed.
Looking towards your response.

We turned up at 09.00am for our flight 11.00am flying EYOO21 to be told it was leaving at 09.45am so we were told couldn't board it and that we should of been informed on the 20/10/19 (emma lynch) who booked it shown them her phone no email received informing of the change of time so along with
10 other passengers were booked on a flight EY0015 02.30AM 31/10/19
Then told we can stay at the premier inn facing airport given vouchers only enough for 3 people when there was 5 in the party and were only given 3 bottles of water n 2 muffins
This has caused loss of earnings
Stress
Both inconvenice for people who were picking them up at airport
Had no extra money on them for the extra day spent in and around the airport
My grandaughter saved hard for this holiday
And this has runied it all we ask is her to reinbursed the fare it cost to fly home
Tyisha morgan

SUBMISSION OF COMPLAINT
for ended up arriving at my final destination more than 4 hours late

First of all, I would like to say that me and my husband are using your company for several years and we are members of Etihad Guest. I thought that we are supposed to get better treatment than other Etihad customers, but that's obviously not our case.

I was supposed to fly back home from Nagoya, Japan, to Belgrade, Serbia, on October 24th at 21, 45 (fligh EY889) . Unfortunatelly, that flight was cancelled but staff at the airport was informing us that the flight will be only delayed for some time. We were standing and waiting in line untill half hour past midnight, when airport staff told us that flight will be canceled and delayed for 24 hours. I went to hotel but I was forced to live it before 10AM. Next 12 hours I have had to spend at the Nagoya Airport, and no money for food or drinks were offered, so I had to spend my own money. We got vouchers for food/drink just 10 min before flight! Obviously I couldn't spend the voucher for that purpose. That's not the proper way to handle passengers, espetialy Etihad Guest memebers.

Flight EY889 left Nagoya on October 25th on time but we arrived at Abu Dhabi with a big delay (1 hour).
I missed my connected flight EY071 (Abu Dhabi to Belgrade) because we've landed in Abu Dhabi 20 min before the connected flight.  We were forced to run all over the Airport. Airport staff pointed us to hurry and even directed us in a wrong way. Nobody have told us that the gate for our next flight is closed and that we are going to miss that flight anyway! I got tickets from Abu Dhabi to Athens, and than Athens to Belgrade.

Finally, I've landed at Belgrade Airport on October 26th, at 16, 25, WITH A DELAY OF MORE THAN 4 HOURS! And at a top of all, my lugage was lost! I've got it another day, on october 27th.

Mrs Milena Milisavljevic
E: milence.[protected]@gmail.com
M: 00 [protected]
Etihad Guest number: [protected]