Etihad Airways

Hello,

I would like to have a reaction from someone that this complaint is taken seriously and that someone is handling it. I have sent several emails asking for a response on my mail and followed all the steps regarding filling in the feedback survey etc. I took some personal data out for privacy reasons as you can imagine.

Please find the initial mail below:

Good morning,

On Sunday 27th of March my boyfriend and I were finally going to fly with your airline company, Etihad Airlines (hereafter: "Etihad") to Bali. The booking for the flight, with the booking number U... - N... and S..., was supposed to go from Barcelona to Abu Dhabi - flight number EY50, Abu Dhabi to Kuala Lumpur - flight number EY418, and last from Kuala Lumpur to Denpasar, Bali - flight number EY2741, with a departure time of 10:05 and arrival time at 18:30 (local time) on Monday 28th of March. We were checked in and only had to drop off our baggage.

Unfortunately, when we arrived at 7 AM, on Sunday 27th of March, at the airport of Barcelona El Prat, after a long period of uncertainty and lots of back and forth between the ground staff at the baggage drop off desk, we were informed that our flights were canceled without notice given to us before our arrival at the airport and any further notice or reasoning from Etihads' company side. As you can imagine this resulted in quite some stress because we were not informed timely by your airline company. In accordance to the information on the Etihad app, the flights were still on time and planned for the day.

After two hours of waiting, we were offered the earliest possible flight, after insisting on wanting to fly Sunday 27th of March because of the expanses already made for this original flight, such as 2 times PCR test done already and paid our hotel accommodation booked and paid in Bali, and transportation from the airport Denpasar, Bali to our hotel. This re-route flight is today on the Monday 28th of March, at 06:05 departure which means we will arrive on Tuesday 29th of March at 18:50 (local time) instead, meaning + 24 hours later than originally booked.

In accordance with your, Etihads, applicable terms and conditions, https://www.etihad.com/en/legal/terms-and-conditions, under the article "Flight Compensation" we are eligible for all 3 mentioned compensations as per the stipulations below:

1. Right to compensation: The cancellation was not caused by any extraordinary circumstances - there was no communication no reasoning for this cancellation. Due to this fact, we will be entitled to two times the amount of 600 EUR which will equal the amount of 1200 EUR in accordance with the fact that the flight is more than 3500km, for both me and N...

2. Right to reimbursement or Re-route: A and B - Since we have another Re-route, not via Kuala Lumpur and there were no available flights with the capacity for us to go on, the earliest flight is the 28th of March with departure time 06:05 - meaning + 20 hours later departure and an arrival time of +24 hours later

3. Right to care: Subject to these circumstances and in order to wait another day on the alternative flight on the 28th of March, we had to make extra and unforeseen costs which will also be accounted for by Etihad. Please find an overview of these costs below:

Transportation

from the airport to the hotel (27th of March) of 35,40 EUR

and;

from the hotel to the airport (28th of March) of 40,90 EUR

Hotel

1 night: 131,20 EUR

Meals expenses:

27th of March

Breakfast Seventy Hotel: 17 EUR Per person = 34 EUR

Seventy Hotel: 7 EUR

Diner BelleBuon: 75 EUR

SSP Airport Restaurants SLU: 7,60 EUR

28th of March:

Breakfast Starbucks Airport Barcelona: 17,75 EUR

URGENT/RAPID PCR

150 EUR per person - 1 for N... & 1 for S...- on the 27th of March:

total of 300 EUR

Please find all invoices in the ZIP file attached to this mail.

The total of expenses made that are for the account for your aline company are: 1847,85 EURO

For our flights back on the 17th of May, we also booked with Etihad. In order for us to have a pleasant stay in Bali, we would like to know if you can give us any clarity on if these flights will be carried out OR if we need to have a look into other options. Of course with a refund of the tickets booked via your airline as well.

We are expecting the amount of 1848,85 EUR to be in our bank account... in the name of N.S. within 5 business days. If these terms are not met, we will be forced to take legal action.

I have made 6 calls to the call centre yesterday (05/04/2022) from about 1pm to 4:30pm, spoke to Yusuf initially and have done bookings up to payment stage and each time the call was dropped. I subsequently called today, between 12:30 and 1:50 spoke to 1st agent, when it came to payment step, call was dropped. Called back spoke to Roseanne, same issue, called back spoke to Nura, same issue. I am perturbed because the calls being dropped seem to be deliberate. I have given both Roseanne and Nura my telephone number to call me back should the call drop and both have not. Who can i speak to have this resolved

On 5 April at 7.55pm my family and I were due to land in Abu Dhabi for a holiday of a lifetime and see my sister and family for the first time since covid struck.

Instead I am sat at home in the UK having 24 hours phoning Etihad who have been completely unhelpful and so un-caring that I have ended in tears all day.

On 29 December 2021 I booked and paid for flights (£2157) from London Heathrow to Abu Dhabi via Munich through Etihad on 5 April 2022. On 4 April I tried to check into the Lufthansa flight from Heathrow to Munich LH2483. The online booking kept failing and I could find no record of the flight. I contacted Etihad directly who informed me the flight had been cancelled that day. No support was provided on trying to find a replacement flight and eventually I went to bed.

On 5 April I have called Etihad numerous times to sort out replacement flights. Despite speaking to 5 different customer care staff I repeatedly found no record of my complaints, no records of a call back from management and no offer of a solution. I did however get through to Lufthansa who confirmed the flight was cancelled in January along with thousands of other flights. At no point have Etihad contacted me to cancel the flight and arrange a new flight.

On revealing this to the Etihad staff they initially claimed it was not their responsibility to inform of the cancellation despite being informed by Lufthansa. They then claimed they must have automatically informed me as a customer which is another lie. Despite spending the whole day on the phone and there being available seats on flights leaving Heathrow and for the next two days I am still no nearer to Etihad resolving the situation.

They have informed me to complain online. There is no online complaint system. My family and I have lost a lot of money, the days we have booked off work, our accommodation in Abu Dhabi and the holiday dreams of my children. To make matters worse at no point have Etihad apologised, tried to make things right despite having available flights and seats. This is without doubt the worst customer service I have suffered from a company who so publicly make the case the customer is their number one priority

Etihad has not responded to either of my cases so I have decided to post a complaint here.

Ref: HNRKAW

Flight: EY42 / EY460

Date: 05/03/22

Dublin to Abu Dhabi

Abu Dhabi to Melbourne

On 05/03/22 Flight EY42 from Dublin to Abu Dhabi was delayed for approx. 2 hours due to a technical issue. When the flight arrived in Abu Dhabi, the connecting flight EY460 to Melbourne had already departed. Etihad staff advised that the next available flight was not for 28 hours and with a different airline, Emirates flight EK408 departing from Dubai. 22 fellow passengers and I were left behind in Abu Dhabi.

The level of service from Etihad staff was extremely poor at Abu Dhabi airport. An escort from the airline should have been there to ensure passengers' bags were available from the baggage carousel and to provide directions to the airport hotel. Passengers had to fend for themselves. No advice was given on where to get a COVID PCR test, nor was the pickup time for the bus transfer from the airport hotel to Dubai airport.

To make matters worse, when I was checking in at Dubai airport, Etihad didn't book the correct baggage allowance for the Emirates flight to Melbourne. I was forced to pay for 20kg of excess baggage costing AED 3,040. Etihad staff should have checked the luggage weight I checked in at Dublin airport and booked this with Emirates.

I have been complaining about my miles not credited since 2 months now and nothing has been done. We buy expensive tickets and use expensive credit cards but we get lousy service in return by Etihad. Why is it so bad now? Is the good staff gone and replaced by cheap competent people? This is really frustrating and I don't think it is happening with Emirates.

I recently have had to rebook a return flight departing in the next few days due to COVID. My original booking had a special request meal attached to it, this is not on my reissued ticket, and I am unable to add it. I contacted the online chat help, where the customer service operator attempted to request it, and advised my choice was not available, and suggest I try a different option, I suggested a different option and was told that that also was not available and that I should request it on the plane. I requested he escalate this to his manager a this was not an acceptable solution to me (it's approximately 28 hours travel, so maybe 34 hours door to door?) and is a long time to only be given food that will make me sick.

He sent me the link to customer feedback and would not escalate it, depsite me asking him to wait until I reached the point of escalation through feedback. He ended the chat.

Customer feedback has no option for support on this matter, for either escalating this, or requesting assistance with meal requests.

If Etihad would like to review the conversation, I did download the transcript.

To resolve this, I would appreciate having my meal requests acknowledged and accepted, and to be advised of how this issue would be escalated within the etihad feedback process, so that if this should arise again in future I know how to handle this.

ı wright many many tımes and call many many tımes...always etıad and axa says wait...im waiting 30 days...! WHATS GOING ON you are ETIHAD and AXA ınsurence GLOBAL brand...why dont pay peoples money..! my case number AE1-[protected]

We flew out to Phuket via Abu Dhabi on the 9th March returning on the 24th March having selected our seats and paid extra, on the 12th of October 2021. We particularly selected these seats because Gillian was to under go surgery for breast cancer in November and, as it tuned out in December and then undergo radio therapy in March and the last treatment the day before we traveled, so we particularly selected a 2 seat at the rear of the plane as they offer more space to the side so Gillian would not be cramped. Not 1 flight out of the 4 were we allocated the seats we had selected being stuck in the middle of the plane in a 3 which meant Gillian was cramped and in quite a bit of discomfort for the flight. On the last leg of our journey the stewards did put us in the rear 2 of the aircraft but the entertainments console did not work at all on any of the 2 seats, they did offer us the option to move back to our original 3 but we chose the extra room. All this discomfort and extra stress was very concerning as Gillian really did not deserve or need the extra stress after the stress of being diagnosed and treated for breast cancer. The cabin crew did try and help our situation but the aircraft were near to capacity so we do not hold them at fault but to select our seats so early and be charged extra for something we did not get at a time when we could have done without the extra stress I feel was substandard.

The issue that I have experienced was that I paid for an Economy space seat for all legs of my recent trip to Melbourne from London Heathrow and return, but for the last leg the seat I paid for which appears on the seating plan as Economy Space actually isn't.

Row 24 isn't Economy space even though the booking plan and now the feedback centre are claiming it is.

There is a big difference in the space provided and Economy space rows are clearly marked, whereas Row 24 isn't and the seating is staggered and provides standard Economy seating.

No one at Etihad seems to be able to accurately check or recognise this fact and are relying on computer models which aren't accurate, and of course a lot of money is being generated by the company charging customers for a space seat without actually providing it.

The relevant flight on Plane number 787-10 A6 BMI occurred on: 29/03/2022

The lack of provision of a space seat as paid for meant that I was cramped, frustrated and didn't sleep on the last leg of my journey. All other legs of the trip were fine and I was seated in an Economy Space seat as paid for.

Please check and correct your online systems to accurately show that Economy Space seating on plane 787-10 A6 BMI ends at Row 23, and refund me.

Flight EY 22 from Manchester to Abu Dhabi on 03/12/21 and then connecting flight EY 460 to Melbourne, arriving at 10.30 pm on 04/12/21

.My suit case was left at Manchester and delivered four days later

As advised, I had lodged a delayed baggage claim on 19/12/21, for purchase of essentials.

No communication from Etihad Airways since over three months and Customer Service Assistants could not help me either. I could not contact anybody directly. This is very frustrating and unsatisfactory.

Name : Virendra Chinoy

Booking Reference : GTXHWV

Claim Reference No.: [protected]

Ticket Number : [protected]

Ticket issuing airline : Etihad, Issuing Agent :Etihad Airways/DX1

Email : [protected]@live.co.uk

I am writing regarding a delayed/canceled Etihad flight. My original complaint was raised over 2 months ago, in which I received an email saying the matter should take no longer than 28 days. Customer services apparently have no means of helping solve this matter and I must simply wait. My details are as follows:

Booking reference: ILFIHS

Flight number: EY 22

Departure airport: Manchester

Scheduled departure time: 28/01/2022 12:40 PM

Arrival airport: Bangkok, TH

My original flight from MAN-AUH was delayed by 6 hours, and my connecting flight from AUH-BKK was canceled/rescheduled 24 hours later. Because of this, I had to reschedule/pay my other pre-arranged hotels and transport.

The judgement of the Court of Justice of the European Union in Tui & others v CAA confirmed the applicability of compensation, as set out in the Sturgeon case. As such, I am seeking compensation under EC Regulation 261/2004 for this flight.

If this matter is not solved in the next 7 days, I will be contacting small claims court to settle.

I booked my flight on 26th December 2021 due to Covid positive our tickets were canceled and we asked for refund because it was insured so I called them more than 10 times even I spoke their supervisor every time they tell me different stories still more than 3 months I didn’t get my money so poor service now I am seeking my options and going to consumer affairs very disappointing my booking reference no is KscScs.

20 February 2022 of the 20 February 2022 of the Reference Number 20 February 2022 could not go to the airport due to the positive output of my Covid-19 test. [protected] searched for my flight on 20/02/2022. I searched the Etiad Customer representative to get my flight ticket. .from me PCR have requested the result of my test and what date and time I mentioned the document by mail. The Masi is not my mistake. .Antam was obliged up to 9th day.Tam 7 days was the extra hotel fee and the cost of eating to eat at the airport. The check-in Electronic Ticket Number on the Appendix I offered the e-mail. The Ticket I can find in your system is not on your system but the ticket I can find in another day, ie the first flight is 10 ma RTTA Bought.Covid The scope of my ticket is due to fulfilling my whole legal and official responsibilities even though the ticket was cut off, even though the ticket was cut. : 1281 € (euro) I am demanding my legal. And the 2 policeman came to me. ı have 10 days payment too..many people have same problem and we contact lawyer for that...

I purchased a flight from Melbourne to Amsterdam for March 2020 which was cancelled by the airline due to COVID-19. The airline placed my money into a travel bank account.

My travel credit expires on 16 May 2022 however I was denied an extension or a refund. There are still travel restrictions on many of my preferred destinations therefore my options as a customer are still limited due to COVID-19. The airline cancelled my flight and was unable to provide me the service I paid for. I should be able to get my money back as the promised service was not delivered.

20 February 2022 of the 20 February 2022 of the Reference Number 20 February 2022 could not go to the airport due to the positive output of my Covid-19 test. [protected] searched for my flight on 20/02/2022. I searched the Etiad Customer representative to get my flight ticket.. from me PCR have requested the result of my test and what date and time I mentioned the document by mail. The Masi is not my mistake.. Antam was obliged up to 9th day. Tam 7 days was the extra hotel fee and the cost of eating to eat at the airport. The check-in Electronic Ticket Number on the Appendix I offered the e-mail. The Ticket I can find in your system is not on your system but the ticket I can find in another day, ie the first flight is 10 ma RTTA Bought.Covid The scope of my ticket is due to fulfilling my whole legal and official responsibilities even though the ticket was cut off, even though the ticket was cut. : 1281 € (euro) I am demanding my legal. And the 2 policeman came to me. ı have 10 days payment too.. many people have same problem and we contact lawyer for that...

In Jan 2020 purchased tickets from. JHB to London to travel in April 2020, but due to covid flights were canceled, was only offered the travel card and no option for cash refund.

Over two years later have still been unable to travel due to covid and red list from UK for SA. And also due to financial situation still not able to travel and afford to utilise travel card.

After numerous requests for refund still nothing and now have a lawyer involved to try get a cash refund.

Etihad committed to refunding my card on 28th January 2022 but todate still not received.

What does it take for Etihad to honour their email commitment to refund my credit card.

Hi,

I was booked the tickets through travel agent 2 yrs ago and then COVID hits and unfortunate i have to cancelled my booking. I was travelling from Toronto Pearson to abu Dhabi and then to New Delhi on 15th March 2020 bt got the information on 15th that india is going to be lockdown and I was so depressed that I have to cancel my booking so I started calling flighthub on 15th bt the waiting time was like 4-5 hours so I have called etihad direct to cancel the booking which the agent did and give me the credit for a year where I can rebook the ticket.

So on the next year before March I again called and ask for refund if possible as my wife was 8 months pregnant bt agent told me to check with fligthub and when I called travel agent told me to call etihad... several hours spending on the phone I was no where so I finally called etihad again to find out the solution as my wife expected and we are not allowed to travelled so the agent again issued us a credit for another year as that time I believe that was the policy.

Now when I am calling both airline and flighthub since 18th Feb to make the booking but they are charging no show fee which is $700 each and they can only book if I will pay the no show penalty.

Called several times to etihad and flighthub wasted so many hours over the phone but none of them providing me the solution as flighthub is charging me no show fee as per the airline and when called airline they are not ready to send me the document as I have already discussed this with several agents from etihad and they confirmed me that I am not a no show and also i do have a live chat from etihad that i am not a no show bt still they are charging me that doesn't make any sense.

Etihad agents told me to call flighthun to call etihad sales people to remove the no show fee bt when they called to etihad sales they told flighthub that the fees is applicable.

I wanted to book the tickets bt not ready to pay the no show as I have already cancelled the flight 5hrs before te departure.

Thankyou

I am available on [protected]@yahoo.com

I bought a ticket Dhaka to abu Dhabi and abu Dhabi to Washington DC. When i bought the tickets it was only saying 4 hours laydown but its suddenly changes to 14 hours. Which is really hard for my old parents. So i contacted many customer care service and one of them told me that they will provide my parents free lounge and free food. But they are not provided anything. My parents are very old sick. I am just very worried for them. I talked to a lot representatives and one of them told me that, they will provide me a free lounge for 2 person also free food. So now my parents arrived to Abu Dhabi and waiting for their layout which is 14 hours long and my parents ask them for the service that i made for them now the airport authorities saying that they don’t have any reservations in the lounge. I am very dissapoint with your poor service You're the one's who chnages the flight layout and my parents who are suffuing. If they get sick i will sue Etihad Airlines.

We had to travel on 2nd march from mangalore to dammam ksa with 3 pax and we booked quarantine package with al shiekhi hotel and at boarding counter we were said that you cant travel as you need to book through etihad and will refund you the amount paid, but still no any amount has come and we are waiting for the refund.

Cleartrip id number [protected]

cleartrip mail will be attache dfor your reference.

Kindly do the needful.

My friends and I travel from Malaysia-Turkey should be on 23Feb, total for 6 travellers. however 2 of them positive Covid19, hence cant join the trip. they call Etihad to defer their tickets to 27may. then in the morning of 23feb we are just realize that all 4 of us also has been deferred to 27may. omg. we quick call customer service and etihad ask to pay RM933 for each 4 persons of if we still want to fly on 23feb. no flight to turkey on 24 & 25Feb anymore. we paid it bcoz we dont want effect another expenses and itinerary.