Abu Dhabi International Airport
Reviews and Complaints

It has now been 20 days since my trolley disappeared at transit security terminal 3 . As the trolley cannot be found in Lost and Found then I'm sorry but the only other people who could have it are security staff. I would like to look at the CCTV for 04/09 from 00.30 - 02.00 am terminal 3. I was stopped by security and was taken to be searched in a cabin and this is when the trolley went missing. We did not notice at that moment and went to our gate. When we realised and went back the case was nowhere to be found.

I live in Italy so I can't fly over to check the CCTV . I want to report this incident to the Abu Dhabi police as theft ( and I see from the internet that other passengers have also had items stolen at AUH security). I would like compensation for the items lost since they were all presents from out trip to Tokyo. Lost and Found have the details.
I would not expect this to happen at ABU DHABI airport since people there are usually honest so I am very disappointed.
Daksha

On Wed, 28 Aug 2019 at 2:21 am, ghazalah nasrin wrote:
Ref 3535/13 August

Dear costumers service
I was told by the supervisor when I reported the bag missing that there would be no charge as the air hostesses took it delayed handing it over to me.
I waited 3 hours before getting the next fight as I couldn't risk missing the next flight otherwise I would have to pay for a new flight ticket. Supervisor and jay who helped me fill the form reassured me that if found there will be no cost and it will be put on the next flight where I can collect it at Manchester Airport.
Are you now saying I was misinformed by your supervisor and jay who helped send the form over?
I contacted the costumers service once landed in Manchester but they said there no bag then I contacted the following day then no bag.
Only on the 3rd day they found the bag can you explain why the air hostesses delayed handing over my bag to lost property?
This has caused unnecessary stress not only have I had to take out time of work also there had been a bereavement in the family.
Summary report
1) Lahore incident - fly out without luggage ethihad made a mistake !
Surely Ethihad airline should show compassion especially when at Lahore ethihad team had made a mistake on my ticket when they rebooked the tickets they forgot to put 30kg on luggage so I had to fly out without luggage which is now being investigated in Lahore where they have admitted to there mistake
2) Abu Dhabi- air hostesses took the bag didn't hand over till the 3rd day?
Secondly ethihad team failed to hand over my bag in time. When I requested to speak to the manager he had walked away so the supervisor had to intervene. And the supervisor and jay said there will be no fee but now you're saying 550 AED
This is poor experience knowing that now your saying there is a fee when I was told it's ethihad fault as stage one in Lahore failing to let me fly out with luggage had to send it back to Lahore caused unnecessary stress whilst there been a death in the family. As your aware if ethihad hadn't made a mistake where I was allowed to take my luggage I wouldn't have forgot my bag ? Even though ethihad has admitted fault they should take responsibility of causing unnecessary stress to a costumer journey.
It says 15 days to claim the bag when does the 15 days end?
I asked costumers service to confirm that it has my laptop, iPod and mobile phone and other things please see the attachment that was sent in the first email.
I'm not happy with this service please can you advise on your complaints procedure as I feel that I have been mistreated as in Lahore they were rude, tried to get me to pay more money to take luggage as I refused now they admitted that they made a mistake on the ticket. Cause of there unnecessary stress it affected me where I accidentally left my bag when reported I was reassured there would be no fee now your saying there is surely ethihad should take some responsibility and show compassion especially when they caused the unnecessary stress in Lahore at the start which effected my experience on the flight.
Please can you advise me as I need my bag ASAP plus it contains my medicine asthma inhalers. If I had a asthma attack as you couldn't find my bag in Abu Dhabi would you have taken responsibility on my flight to Manchester?
Thanks

My contact number is [protected]
My address is -
47 Davies avenue, Heald Green, Manchester, Sk8 3pf

I wish to complain about the supervisor on duty Anil Kumar, wherein I was with my husband and waiting in the long queue with excruciating pain in my stomach and back as a result of a muscular spasm. I approached the supervisor to inform him of the long queue and the fact that I was in pain and suffering and there were no pharmacy I could take medicines from. He had absolutely no compassion and considered this to be a line skip act. I also pointed out the fact that it would take perhaps an hour and that I was already in the airport since 1 pm. Matter of fact the supervisor went to add that it was not his concern that I reached early and he couldn't help if there was no pharmacy. He simply said wait for your turn and before 4 am I would be finished from this queue . His approach was totally unacceptable and demeaning. I then approached the local Emirati staff to inform him about the behavior of the supervisor and he was kind enough to come up and have a word with the supervisor and also made a verbal complain to someone. Eventually he made arrangement for me alone to pass through the long queue which i politely refused. I was sick and how could I checkin alone when my husband will be in the queue?
This kind of behavior by an airline supervisor is absolutely unacceptable and not in line with the service culture of UAE. I hope somebody take note of this and take appropriate action.

Hello,

As per the summer offer provided by the Abudhabi airport (according to the link https://www.flyauh.com/en/index.php#) I had booked a flight from Abudhabi airport. And when I tried to redeem the offer of Careem ride it goes for the Car parking offer. For any offer option, it is redirecting to the CAR parking offer.
Please assist.

Regards,
Ajmal Rasheed
+[protected]

Good day!
I am writting this complain to express my deep frustrating and disappointment that i got during my flight No. PC407, PC420 from Abu Dhabi-Istanbul-Lviv throw Pegasus airline.
The front desc employee was hesitating about the validity date of my residancy in Ukraine. Although I showed him the official extended residancy. However, his supervisor interrupted to check out, and here was the worst part. I got deep humiliating and racist sentences and treat from the supervisor Mr. Zaki. He intentionally delayed my boarding passes. I am so upset from the attitude of Mr. Zaki and I am raising this complain to open an serious investigation regarding this matter. The disrespectful and humiliating behavior I have faced from Mr. Zaki requires an official court.
Please contact me after 13 July once I get back to Abu Dhabi on +[protected].
Regards,
Ahmed Hilles

Coming in security control before to take my flight, as usual wearing sneakers, they ask me to remove my sneakers and I was the only one for whom they asked to do it. When I ask why they only said security control.
Its first time it happens to me and I think if they can ask you to take off every clothes they will for sure ask you to do it and i trully think it's their game with European person and specially European girl.
Please check your video record on may 2nd around 6.08am departure for Amman. Look for a blond woman and you will be able to understand.

Really unsatisfied and I trully think they abused their rights.
I would have understood if I was wearing high heels and ringing through the door. But no reason can justify them to ask me to remove my sneakers.
Please explain me exactly which security reason they have to justify.

Dear Sir
I am Syed Wali Ullah from Pakistan traveling to Jeddha to perform Umra with mother.
When I get out of plane no wheel chair was their as in boarding pass it was mention. Secondly my mother is a patient when I ask for washroom they behave me like a stupid dog.
It is may humble request that kindly take action against those who mis behave with customers.
Live long Abu Dhabi
Thanks and Regards

To whom it may concern: (Abu Dhabi Airport)
I am writing in regards to the incident which took place in the waiting area at Abu Dhabi Airport, I, Dharmistaben Prakshbhai Shah, was traveling in flight number EY 130 and EY 288 from IAD to AMD. I had a lay-over in Abu Dhabi for about three and half hours. Below is the thorough explanation of the incident that occurred:
I was sitting in the waiting area to board my flight EY 288 to AMD on Feb 27, 2019 at that moment the employee stated that so and so group can start boarding. Employee who was helping me with my wheel chair decided to start going as it was part of my group to board, the pillars (similar picture attached at the end of the message) was on the right side of me, the sign which was made out of metal and fell straight on my head. The sign fell so hard I almost my senses and I immediately started bleeding, couple of the passengers came to help out while the employees stood there did not do anything. The passengers offered me some cotton so my bleeding can stop, and then finally the airport employees came to help. Doctor was not present or been called despite head injury. Some medical crew came, they consider as this is a minor injury and quickly applied some cream to disinfect the wound and pressured down on the head so the bleeding can minimize. They could not even take me to the medical room to see how bad the injury was, they just did the temporary patch. I asked one of the employees if I could get some water as I was feeling dizzy and they said "I am sorry but you will need to pay for water.." at which point I was very furious to how could pay for something as I was in that condition. The medical crew made the wound look like it was just a minor wound and send me off to board. With the sign falling on my head, I was feeling dizzy and was barely able to process anything. When asked for anything no response was given as they kept claiming that "I do not understand." Any broken English can be defined in this situation, they the passenger is hurt and should be given all the medical attention, but there was no such thing as humanity in any of these employees. Benefits for the seriously injured passenger was not explained properly to me. Please note any human being who gets hurt like this will be in shock and feeling dizzy as the sign was made out of metal. Upon reaching my country I was still bleeding and I had to be taken to an emergency and the doctor advised that I need to get the stitching right away due to the fact that the cut was very deep. The doctor gave me seven stitches and scan my head to make sure there was no crack, I am still waiting for my CT scan report results. Please note all the pictures of my wound are attached as well a similar picture of the sign that fell on me during my travel.
Taking all above facts into consideration, I feel I was not treated properly by the Airport Authority Medical Crew and Airport employees. With all that happened, I am mentally and physically disturbed, still recovering from the head and face injury, not able to perform basic tasks and focus on my routine work and it's affecting my business too. Due to the injuries occurring on the premises of Abu Dhabi Airport, I would like to claim $25, 000 USD for all the physical, mental pain I have been through as well as the medical bills. I would greatly appreciate a response within the end of this month- March 31st, 2019, IF I do not hear back I will have to take this matter further.

Should you have any questions, please contact me via email [protected]@gmail.com or my phone number +[protected] ( That's my son who stays in California, USA) in order to solve this issue in a professional manner. If no response will be within the email by March 31st 2019, I will take this matter to my personal lawyer in which the airport shall pay for all the lawyer fees.

My parents had a flight from Abu Dhabi to Islamabad on 19th Feb 22.45 GST from PIA and I had booked wheel chair assistance for them.

Consider parents above 67yrs and 83yrs and the importance of their trouble free flight boarding procedure.

We reached 2hrs 30 minutes before the flight just to make sure all goes well but the extremely bad attitude and ignorant service by Mr. Mohammed from Etihad was truly disastrous. He came over, stopped my parents from going and started telling about some heavy charges for wheel chair assistance + air plane lift that confused my parents to a point where they had high blood pressure and pulpatation. He informed of offloading my parents if they arent able to climb the stairs of the plane

In the end, some official from PIA informed of no such charges and handled the situation. Later on my parents informed me there was NO stairs issue whatsoever. Lastly, The Supervisor from Etihad Mr. Mohammed threatened me to complain anywhere when I asked him to respect my parents age.

I'm heart broken from all this incident, after years and years of talking UAE to be the best country highly focused on Customer Care and service.

I dont know if there can be any fix to this but I demand an explanation at least.

Thank you.

We are very disappointed on the support offered from airport authorities when we approach them for lost passport. We arrived from India on 6th of November at terminal 3 around 11.30pm by Air india express and while unloading the baggage's near parking area we missed one bag containing passport and official laptop. On realizing this we called customer service immediately and they advised to go to lost and found department to check our lost documents within 24 hours and when we reach there they could not find it and did not entertain us properly or did not gave us proper information on what to do.. I have made a complaint same day when i lost my laptop bag and passport but no response .Then why the airport website is having a complaint column if no use ?we followed up with them and visited continuously 5 times every day . Everytime we visit they keep on asking to wait and only talking in arabic .. it is not mandatory for expact to know arabic since English is a international language. but they made us to wait every time with no proper solution and they are saying no report registered from beginning. So why they did not inform us in the beginning? Whom to check with..? What about surveillance system? What kind of security you are having on the airport ?. They made us to run around several times and till now we are not able move a step forward to take a proper decision.
I have been travelling so many years but this kind of negligence is not expected at all and i will share this information to all my family friends and relatives who is using Abu Dhabi airport

Hope at least will get a proper reply to this complaint reaching you by this way. Immediate response will be highly appreciated.

Dear sir

I am so terrified. I landed this morning from Riyadh at Abu Dhabi Airport in Etihad with a visa approved for me for a month.

But at immigration I was pulled out and taken to ommigration office and told to stay outside and after 2:30 hr they told me since your passport is renewed manually we cannot let you in.. I was anyways staying for 2 days and onward ticket to India..
But they again made me wait for 1 hr and then a police came and took us upstairs and made me sit for another 3 hrs.. without food or water and not even allowing to step outside the room.

This treatment is an insult and I was treated like a criminal.. even thought my passport was valid till 2022 and had a valid visa but some new system rules but again system should not have issues visa at first place

I will take it to all social media and where ever possible.. I had just come for two days to see off my niece..

Such in human treatment is un acceptable

Jafees Mohamed
+[protected]

I'm going to try to be as respectful as I can be in my story but I'm truly deeply disappointed as am I frequent flyer from Abu Dhabi airport and I'm shocked at what has happened.

I booked flight 9W513 and was on time standing in a long line which Is usual for this time of the year. Upon it being my turn which took one hour, I was informed the flight is full and I was responsible for web check as apparently it was my fault Jet Airways over booked their flight. Was asked to wait on the side for another hour and promised that I would reach my destination as soon as possible.
Instead of giving solutions your team made fun of my situation by laughing and saying we do this all the time and 5 people made it but the other 5 didn't. Given this behaviour I wasn't pleased, infact they started to give me options which has nothing to do with my destination. Instead of landing in Poona am on my way to Mumbai? I was promised along with other passengers to have lounge access and also be checked in early but those were sweet unfulfilling promises. Instead we were asked to sit outside of check in for 8 hours made to run from terminal 1 to terminal 3 multiple times and in the process of checking in your staff at check in was having a bad day and took it out on us.

How can such a highly trained staff treat you like an animal and tell you where to stand and shush you away ? In fact once we finally come in and go to the lounge we are kicked out saying jet airways didnt approve your lounge access.

I do hope you understand I personally chose to come here and vent my frustration hoping not for a compensation but for some action to be taken against the people who did me along with other passengers wrong.

Thank you

Lost my mobile phone
I phone 7 (mat - black)
On 30/07/2018
In between 8.45 to 10 pm (20 :45 - 22 :00)
At gate 50 waiting area

Am travelling to AUH - CCJ on 30/07/2018
In Ethihad airways
It is a connection flight from jiddah (KSA) to abudhabi (UAE) to calicut (india)

Documents attached below

Navaf varangodan
Varangodan house
Makkarapparamb (post)
Malappuram (district)
Kerala (state)
India
676507
+91 [protected]

Today I travel from Oman airlines. I have a flight at 11:30 and the staff who is staying to check hand bagage weight really misbehaving and behaving according to people diffierently.. he is there to check weight or let people enter with more weight of language. He just leave some people with more weight n he stoping some people what kind of service is that. he is just showing his attitude.. he is there for customer service or anything else..

To whom it may concern,

Yesterday I was called by yourselves to be made about of a flight change by jet airways. Think meant my connecting flight was a 8 hour wait rather than a 2 hour wait. The only reason why I picked this airline oringally was because of the flight times, little waiting around between flights and the good reputation that etihad had. I do believe this was jet airways fault but I don't understand why you are in partnership with them if they are causing you to lose custom? I paid for these flights expecting the service I had paid for and this was not the case.

After several phone calls later and the phone line being disconnecting and yourselves no calling me back. I have now inoccured charges from my mobile phone company. Due to my frustration I got my travelling partner to phone up and she was eventually given a refund which we have to wait 3 weeks for.

So my reason for complain is the terrible customer service I received when calling yesterday, the fact you notify me 2 weeks before flying, I can not get my refund for 3 weeks and in the meantime I have to find some spare cash to pay for some new flights with another airline. Finally inccur phone charges trying to resolve this matter when in fact you should be calling me and return my call when the phone line is disconnected.

So I would appreciate it if I could have my refund asap, especially before I go to India on 20th February 2017. And I would like you to give me an extra £50 for my phone charges.

I am truly disappointed by your airline and who you are in partnership with, I suggest that in future your airline should think carefully who it works with. This has caused me so much stress and anxiety before a holiday which is something I do not need.

Regards

Helen Cooper

dears see this man mr najeeb his mo:[protected] really he is nt dealing with own staff in respect abusing taking money for information he join porter ad nt holding 12 grades plus we need him yo move froom this company 35 years for him enough just leave adas and stop violence the staff