Etihad Airways
Reviews and Complaints

I flew with etihad for the 1st time for a 15 hrs flight expecting a service better service coming from a reputed airline and long flight distance!
Unfortunately, from my experience, I was shocked with the type of aircraft, the size of the seat 29a, i'm sure behind were worse! Thank god I have purchased this front seat for both trips or I would be squeezed as a sardine can!

I consider myself an average normal size women height 169cm weight 65kg! But with the seat size on this airplane, I thought I was in tiny land! I barely had a space to squeeze my mobile next to me, side way! To make it clear the seat was too tight, bearing in mind with other airlines I have flew with, this types of aircrafts, with uncomfortable tight seats, they use it for flights not more than 3 or 4 hours, not 15 hours to canada.

I hope etihad understand that those economy seats wasn't granted for us free.. We pay for them and my ticket reached over dhs 7k for such a horrible flight. I had this bad experience with both flights going and return 0141 &0140 (auh/yyz/auh). Not mentioning the 2 (one & only) meals we had been serviced were below standard (poor) no coffee, water or tea served during the flight! We need to call the attendant to get us water!
I do understand low budget airlines announce to their pax to purchase meals and I totally agree with that if the fare of the ticket is reasonable, and I demand to be informed ahead!
*to be fare, I wish to thank etihad for the bus service, it was efficient & worth getting the bus from auh back to dubai. Seats for such a short one hour trip was wider, bigger & more comfortable than the aircraft seats for 15 hours flight!*

It makes me sad to express my disappointment to my first time flying with etihad, and will make sure not to repeat my experience and continue with other airline, specially for long distance flights.
Sir/madam,
When does airlines such etihad knows the fact pax travel on economy pay money too not diff than business or first. They deserve better, forget about meals, snacks or attendance makeup/uniform. A comfortable convenient seats would be more than enough, thank you.
Waiting to hear from you.
Enas soufan
[protected]
[protected]@mohdalhashimi.com

To whom it may concern. I am bejoe from abudhabi. I never got an opportunity to fly with ethihad as always my company is booking the ticket. But this time on my vacation (april 09 to may 08) I received the ticket to fly with etihad and I am so happy too. My problem started when I reach the abudhabi airport on 9 th april after getting my boarding pass staffs they call me back and informed flight is over loaded and asking me to travel on 10 th april as I have only 28 days leave a I dis agree. Then they allow me to travel through the flight flying after half an hour on the same day connecting bang lore having a waiting of 3 hrs in bang lore. And for the compensation they gave me 200 dollars gift voucher. When I reach bangalore another drama started I need to carry all my luggage my self and they are not allowing more than 25 kg. As I am having a ticket of 30 kg and 7 kg baggage. As u know we keralites used to buy liqueur from the duty paid. I also have 2 with me. But they did not allow me to take that also. As per them no liqueur is allowed. After crying a lot they allow me to take the luggage by dropping the 2 bottle of liqueur. It is whose fault mine? Or my company? Who booked a ticket through ethihad which offer 30 kg baggage and hand carry of 7 kg. And offer a 200 dollar gift voucher. What I will do with this I am not a business man who is flying every year. And on return I miss this flight too what a horrible vacation for me.. (flight ey 272 ahu - trv and ey273 trv - ahu) kindly tell me what I can do with this gift voucher. My contact details [protected] email [protected]@gmail.com

Regards
Bejoy

My name is Lewis Whitman and on Friday, May 11th I traveled on EY376 from Bahrain to Abu Dhabi and EY834 from Abu Dhabi to Hong Kong. The flights and onboard services were great. I upgraded my economy tickets to business class tickets on both flights and the value was excellent. I work for the US Department of Defense and I was on official US Government travel utilizing DOD PCS Orders (used for military and civilian personnel working for DOD) to my ultimate destination of Busan, South Korea with my last flight with your code share partner Cathay Dragon which I had no issues with at all.

Problem 1. When I checked my 2 bags at Bahrain airport both bags weighed 29kg and 21kg respectively.in economy class you are allowed 30kg and business class you are allowed 40kg. The customer service lady told me even though I upgraded to business class I did not qualify for the baggage weight upgrade to 40kg. Quote from her "I was only paying for the seat". So my bags were counted as 20kg over weight. I informed the lady I was traveling on DOD PCS Orders and I am allowed one bag per my DOD PCS Orders and the 30kg Etihad allows (which would have put me under 60kg and my bags should have been for free". Quote she told me my"DOD PCS Orders do not apply" and I would be charged for the 20kg Overweight. She charged me $500 US Dollars for the 20kg weight overage. Keep in mind I upgraded to business class on both of my Etihad flights and the total came to less than $500 US Dollars. I paid the excess baggage fee and traveled to Hong Kong to catch my Cathay Dragon flight to Busan, South Korea.

Problem 2. Once I arrived at the Hong Kong baggage claim my two bags did not arrive and were lost. I completed a Delayed Baggage Report with SATS HK to find my bags and caught my flight to Busan, South Korea. Once I checked into my hotel I started making calls to Etihad to find a point of contact for my lost baggage... NO ONE WOULD HELP VIA THE TELEPHONE. I finally emailed Ian at SATS HK and was told my bags would be on the flight into Busan, South Korea and I would have to make arrangements to pick up the lost bags from the airport. I explained to Ian how was it responsibility to pick up the bags when Etihad lost them. Ian and his lack of professionalism and compassion was outrageous. I finally contacted a person at the Busan airport and she was more helpful than anyone at Etihad or SATS HK and it was not her problem to solve but she was caring and professional enough to help me.

Solution: I would like to be refunded the $500 US Dollars I was charged for excess baggage weight. The US Government pays higher than normal rates to air carriers like Etihad to handle its personnel moving throughout the world and this contract allows for one bag per person on the DOD PCS Orders. I have traveled with Etihad as recently as December 2018 when I paid for a business class flight to Thailand. After this horrible experience and they way I was treated not only will I never use your airline again but I will tell anyone who will listen via the internet and I person the horrible service I received from Etihad. The only other service worse than this is Gulf And Delta Airlines. I expected more from your company and I truly received the bare minimum.

I can be reached at [protected]@yahoo.com and my mobile number is [protected].

Respectfully,

Lewis Whitman

My ticket references no tkzous/ey I had a flight from blr to dxb on 8/4/19 the airport staff requested to travel on 9/4/19 and they said they will give 10, 000 indian rupees as a refund after travelling back I contacted eithad customer care for refund but not even single staff of customer care were solving my problem the time I call customer care no they will say that we have updated ur request for refund in 15 days u will get ur cash in ur bank account after 15 days I did not receive any amount from eithad the time I use to call eithad airways the customer care are informing me to contact them after one hour again 1 hr I use to get the same reply from eithad plz solve my problem and regund the cash back..

Ref 701711
7 April 2019
file reference HKGEY10904

I was promised USD90 Indemnity by Manoel G., Baggage Claims and Denis Chance, Manager Baggage Claims. I had to fill out 2 forms. Now they ignore me after I asked for money. Worst fraudster airline in the world.

Etihad's fooling its customers! Never experienced such a case.

Thank you for writing to us.

I am sorry to learn that you discovered damage to your bag when you arrived in Hong Kong.
I reviewed the details of this claim logged as file reference HKGEY10904 and noted all the information given to us. It is never our intention to leave you unhappy with our services, so I wish to offer you an amount of USD 90 as requested by you to finalise this claim. Payment shall be arranged by bank transfer in a currency of your choice. Kindly complete the attached forms and send to us so I can initiate the process.

I look forward to your response.
Yours sincerely,
Manoel G.
Baggage Claims

Ref 701711
12 April 2019

Dear Mr Zettl,

Thank you for your response and acceptance of our offer.

I have approved your claim file and submitted to our finance team to process the fund transfer for an amount of EUR 80.
Whilst I shall follow this to closure may I request you to let me know, once this reflects in your bank account, which it should within a maximum of 14 business days.

Thank you for choosing Etihad Airways.

Yours sincerely,

Manoel G.
Baggage Claims

ETIHAD
Ref: BLFUJC
While booking the reservation, we choose the names as displayed in our passports, as in below

Example (Files attached:
Surname :
GivenName : Sumaiya xxxx

When we called Etihad customer care, we are told we need to use "FNU" instead of "LNU",
We have used Etihad multiple times in the past, the new policy of Etihad to use "FNU" in lieu of "LNU" is not shown anywhere at the time of booking hence we have no information as when the policy was changed and what needs to be used.

We request you kindly to make the name change and waive us the charges as a one time error.

This would encourage us to use Etihad more in future.

Thank You

Dear Sir or Madam,

As a flier to Abu Dhabi I always fly with the Etihad Airways and the service was always good until my last return trip from Abu Dhabi to Belgrade, when I dealt with rather unpleasant experience.
Namely, on May 2, 2019 I arrived early at the airport (06:00 am) for my flight JU 7484 from Abu Dhabi to Belgrade, scheduled at 08:05 am. After checking the passport and boarding pass, I was informed that the airplane was overweight with luggage, and that I should wait till 07:00 for further information. The waiting was till 07:20 at what time I was given a business class ticket and checked my luggage. As I followed the established procedure (passport and customs formalities) in such a short period it occurred that I could not board on time. It seems to me that your company staff failed to ensure some faster procedures which would help me to reach the gate. I am of the opinion that all could have been handled better.
I arrived to Belgrade on May 3, 2019 which should have been my first working day after the holidays. As I am employed with the Institute for lung disease and tuberculosis, at the position of a specialist in pulmonology, and I had scheduled visits for my patients and other daily business activities, which I missed to fulfill which resulted in many inconveniences for me.
I hope that you take my complaint into consideration and I expect to be compensated in the adequate amount .
I submit my tickets as attachment.

Awaiting for your reply,
Sincerely,

Dr Branislava Djordjevic, IM Pulmonology

The issue that I have experienced was: On 18 feb 2019 i was travelled through Etihad airways from Hyderabad to London.
Unfortunately my Hand baggage is been damaged. as soon as i noticed i immediately reported to baggage claims department in Heathrow terminal4.
Customer service took all my details and he gave me DPR reference number (LHREY17990). and he asked me to upload all the details in Etihad Airways website baggage claims. i did upload all the details on 25 Feb 2019. and after that i got reply that i should wait for 21 calendar days to finalise my offer.
and again i went for holiday more than a month, and still i did not hear anything back from Etihad Baggage claims department. i emailed them regarding my query and the reply from them is again asked me to upload all the details.
I replied back saying that i submitted all the details and i got the above reference number LHREY17990. I dont know the reason behind that they ask me to upload all details and receipts again. unfortunately i lost those details and receipts.
On 25 Feb 2019 the email i received clearly stated that they received all my files and received and i should wait wait for 21 calendar days.
When i replied them by saying i don't have details and i did not receive any reply from them. this is very inconvenient for customers like us chasing the Airways for damaged baggage.

Hi, I am Amina Esa. I have booked a flight from Manchester UK to Jeddah flying out on the 11th of may 19 returning on the 12th of the June 19.

I have found out that the passengers who are booked over the visa limit of Saudia are charged over £400 for passing on visa limit.

I like to find out why this is so?

I'm a old lady flying with relative of mine who had no knowledge of these overstaying charges.

If Saudia embassy is not charging for overstaying period than why so Etihad airways are charging excessively?

We are frequente Flyer to Saudia and also to India mostly every year.but if we're not helped in this situation than
In this case this will be our last flight with this airline for good.

So I hope you'll look in to this matter as soon as possible.

I can forward the flight details upon on request.

I keep my fingers crossed for your reply.

Amina Esa

EY 141 was delayed by 40 minutes. Due to to that the connection flight WS 529 is missed. My father is 63 years old Due to medical reasons, he is on wheelchair assistance. Due to delayed flight and unsatisfactory wheelchair services that they provided had leads to missed flight. Etihad told they are not responsible for the re booking, and he needs to pay $100 Plus tax the penalty fee for late show and next flight is booked by westjest in the next morning. He did not get food and accommodation, need to wait there. He was extremely tired. Because of the language problem, he was not able to communicate properly. Airline blame on delay in immigration leads to missed flight, but actually Immigration takes only few minutes. And from kochi the airline told to collect baggage from Winnipeg, but after reaching Toronto they need to take their baggage. Totally chaotic. Finally he missed the baggage in Winnipeg. Totally disappointed in this flight journey. We need the compensation for the extra ticket we purchased and the hours they need to wait in the airport (>12hrs) with out any accommodation. This is not the way to deal with old age people with wheelchair assistance.

To etihad airways,

Dear all,

On 20th march 2019, our agency issued the below 3 tkts for :

1.1chontzopoulos/georgios mr
2.1stratos/grigorios mr 3.1arvanitis/georgios mr

With etihad airways tkt νοs [protected]/730/734 with the following flights of your company ath/icn/auh/ath and
With οζ 8534 (asiana airlines) for pus/icn

07 apr - ath / auh - ey 0090
07 apr - auh / icn - ey 0876

13 apr - pus / icn - oz 8534
14 apr - icn / auh - ey 0873
14 apr - auh / ath - ey 0091

Due to the fact that our clients are too high to fit the plane seat, we were asked to preseat them in seats with enough leg room.

We contacted the sales department of etihad airlines in athens which informed us that in the first and last leg of the trip there are no built - in seats with enough leg room.

They suggested, though, to purchase, below mentioned seats, in order to have them seated altogether., and we did so accordingly

As far as the long haul legs auh / icn and icn / auh, are concernded, again following the suggestion and confirmation of your sales department we purchased below seats, as seats with enough legroom, charging our clients with the following payments :

As a consequence, in order to guarantee below mentioned seats, with enough leg room, we issued the following emds.

Emd [protected]/105/106/107/108/109/110/111/112/113/114/115

α. 07 apr - ath / auh - ey 0090
Stratos/grigorios mr seat confirmed no 12d € 22, 33
Arvanitis/georgios mr seat confirmed no 12c € 22, 33
Chontzopoulos/georgios mr seat confirmed no 13d € 17, 86

B. 07 apr - auh / icn - ey 0876
Stratos/grigorios mr seat confirmed no 17h € 26, 79
Arvanitis/georgios mr seat confirmed no 17j € 26, 79
Chontzopoulos/georgios mr seat confirmed no 17k € 26, 79

γ.13 apr - pus / icn - oz 8534 no seats confirmed
Stratos/grigorios mr
Arvanitis/georgios mr
Chontzopoulos/georgios mr

δ. 14 apr - icn / auh - ey 0873
Stratos/grigorios mr seat confirmed no 17h € 26, 79
Arvanitis/georgios mr seat confirmed no 17j € 26, 79
Chontzopoulos/georgios mr seat confirmed no 17k € 26, 79

ε. 14 apr - auh / ath - ey 0091
Stratos/grigorios mr seat confirmed no 19h € 22, 33
Arvanitis/georgios mr seat confirmed no 19g € 22, 33
Chontzopoulos/georgios mr seat confirmed no 20g € 17, 86

As you are already aware of, your flight no. Ey0090, ath/auh, on 7th april was cancelled till the following day, consequently our preseating was lost, although having been paid. Not even those with the enough leg room auh/icn.

Having contacted again your sales department in athens, we hoped that things would be better for the return of our clients. On the contrary, our clients had to face the same.

More specifically, although you have already reconfirmed us that our prseating for inc/auh was with enough legroom, our clients were again preseated in normal seats, something that caused a greater dissatisfaction.

As a consequence and since the fact that we had already paid etihad airways, all amount asked in order to have seats with enough leg room, we ask you to refund the above mentioned amount of eur 285, 78 in total.

Further more, due to ey0090 ath/auh, 7/4, cancellation, our clients did not use their hotel peyto samseong in seoul, they were supposed to enter 07 / 04 - οut 08 / 04 and they were charged accordingly with the cancellation fee of eur € 146, 56,. Attached please find the hotel payment of our clients, fortune commercial marine co, in piraeus bank, on 17/4.

In conclusion our clients ask you for the amount of eur 432, 34 as a compensation

A. For the lost/ false preseating eur 285, 78 and
B. For the lost night in peyto samseong hotel in seoul. Eur 146, 56

You are kindly asked to meet our client requests in order to avoid further dissatisfaction which will be against our honor, as an agency, and against you, as an airline company

Your prompt reply shall be appreciated

For symiacos bros ae

Michael symiacos
Managing director

On behalf of our clients

To whom it might concern.

Today (May 1, 2019.) had a flight From Abu Dhabi To Athens in 9:30 in the morning a ticket booked 1 day before the flight.
I came 1 hour before the flight, the times still allows to get in the plane even if the gate is still on closing time (tried to book online but the service was closed and their answer is the check is online is closed 48 h before and my ticket was booked less then 48 hours before the flight). I arrived at the last call reception, and all what they say is that they booked the ticket for someone else and is not their fault I'm late which is not acceptable, then they sent me in another section to change my transit to Italy and offering 300$ as compensation for the next day. All what I was told is that the airline can sell your tickets which I haven't seen this in any other airport in the world selling your ticket before your flight.

I am dikshya shrestha and I travelled yesterday by etihad airlines in business class from kathmandu to Sydney through the transit in abu dhabi. I really liked the service on your airlines and also recommended to my family's and friends. But While i claimed my bag i saw a tear on the back of the bag and scratches on the sides. I recently bought this bag so I want to request a compensation.
Thankyou for the awesome service.

To whom it may concern
I, Mrs. Jabeen Thug had been travelling by Air Seychelles (Hm 49) for the first time to Mumbai on the 23rd of April and returned to Mauritius on the 28th of April. I unfortunately met with some humiliating treatment from one of the staff of Air Seychelles in Mumbai, namely Mr. Sufiyan Khan. He prevented us from boarding the plane and even made my mum get off the plane stating that we had an excess hand baggage. He threatened us by saying that he would not allowed us to travel if we don't pay an excess baggage charge for 15 kgs. With fear we agreed to do so. Unfortunately they had some issues with their card machine and were unable to process the payment from us. They were swearing us saying that the flight was being delayed because of us, to which I did not agree because they were the one not being able to receive the payment. It was very embarrassing for us in front of so many passengers. It was then that my brother Saad Abdoolllah proposed to pay the excess fees in Seychelles. After some phone calls which took some time, they finally agreed that we pay it in Seychelles. So they spontaneously took our baggage, not even letting us to secure it and check it in to the Seychelles. Even while walking the corridor they arrogantly force me to walk quickly, which I was unable to do due to some knee problem. It was definitely not a way to treat passengers and it is a shame for the airline company and for your partner Etihad airways. Then once in Seychelles we had to wait about one and a half hour, as only one counter was receiving passengers. Arriving at the counter we were informed that they received a mail from Mumbai and that we were to pay the excess fee to which we agree but asked to be in communication with the manager to file our complain about our ill treatment by a staff of Air Seychelles in Mumbai. It was then that we met Mrs. Betsy. She told us that we do not have much time and that if we do not do the payment she will not board the bag. We did agree for the payment but here also they were having issues with card machine. Finally my mother had some saving with her and we told them that we will pay by cash. We handled 100 Euro to them but they were unable to find the change, as they had to return us 20 Euro. It took so much time for them to find a way to receive our money. After mere discussion we proposed to pay again by card. They went searching for an appropriate card machine, which of course took them a lot of time. Finally after payment of 90 USD we were allowed to board the plane. No need for me to told you how awful the trip was for us as all passengers were questioning us about what was the issue. Now arriving in Mauritius I waited almost one hour for my bag but could not find it. I immediately went to the baggage claim counter where I was informed that my bag was not on the plane. They issued a PIR (reference No.MRUHM11845/28APR19/1017GMT) and told me that they will inform me on the arrival of my bag and asked me to call after some hours, time for them to get a mail from Air Seychelles. I did so, but was informed that my bag was still in Mumbai. I was shocked as my baggage was tagged to SEY. On the 29th of April, that is the next day, I called at Rogers and was put into communication with Mrs. Caroline. She was very nice and listened to my complain accordingly and promised to call me as soon as she get any information. She also asked about our payment receipt which was eventually produced. Late on the 29 she called my brother to inform him that the bag was in Seychelles and was due to arrive on the next flight that is on Tuesday the 30th. I didn't dare to make any complaint as I was quite relieved that I will get my bag on Tuesday as I was given some money by my cousin to buy her engagement dress which was fixed for the 1st of May. It was around 3.30 pm on the 30th of April that my brother received a call from Mrs. Caroline saying that my bag was not on the flight as they were unable to find it at the time of loading the plane. She also informed us that the bag is expected to arrive on the next flight that is on Thursday the 2nd of May. I was so shocked as my cousin was eagerly waiting for her dress to arrive. I decided to go in person to meet Mrs. Caroline to explain the issue of me being in a position to reimburse my cousin so that she can buy another dress and also explained that on arrival of the bag after the engagement what I will do with the dress. She was unable to help me and ask me to write a complaint letter stating all what happened. I even went to make precautionary measure statement at the police station as I was stunned that staff from Air Seychelles did not come across my bag on time of boarding and I understood that my luggage was left unattended and unsecured in Seychelles. It is a very difficult situation for me and I am not able to sleep and work properly as my personal belongings such as jewelries are in the bag which I was not given time to secure by staff of Air Seychelles in Mumbai.
I am so disappointed by the unprofessionalism of the staff of Air Seychelles and find it a shame that you are a partner of Etihad. I will eventually contact my attorney at law for a legal procedure and also wish to express my grief on the media and internet so that passengers can think twice before choosing Air Seychelles. I have also surf on the net I have found that many passengers had the same issues with the same airline company. And also came to know that the company very often did not comply with the Montreal Convention about luggage delay and refuses to compensate passengers. I wish to inform u that I have travelled 25 times and never have I encountered so much of difficulty from other airlines.

My parents were returning to thiruvananthapuram (TRV ) from Abudhabi (AUH) on 29-04-2019 by EY272 flight. But we couldn't check in due to server down. Flight timing was 21:40. But from 19.00, we were waiting at queue. Staffs informed that not to worry timing of the flight and everyone will be boarded. But after 21.45 they informed that our ticket will be rescheduled. They rescheduled to 30th April 2019. But they dint inform anything about compensation for the delay. As my parents were old, I couldn't stay there more time. Etihad staff asked me to write to the airways. Kindly consider the same . My reference number is XCNYSX.
Expecting prompt reply.

While the flight EY21 was supposed to depart at 10.25 today ( 29th April 2019), the flight is still being cleaned at 10.32 right now and has been delayed by an hour. Is this the service you provide for the high ticket rates? Very bad, no information provided by the staff as well, they expected us to assume that the flight is delayed by ourself. Haven't had such a pathetic flight experience ever and the seating area does not even accomodate people, had to stand for over an hour.

After a long flight from newyork to Abu Dhabi and 3.30 hrs waiting we inquire about light status from Etihad app the flight of EY221 delayed till 00:15, 29 April 2019 instead of 28th April 23:30.
Gate staff stand all passenger in mid night on the bus and even didnot conveye the flight more delayed message and all passenger stand on the bus till 00:15 (approx 45min) and after asking about the reason why not go they mis behaved.

Passengers not deserved for insulting and misbehave from staff /stand on the bus for 45mints without any reason.

I was on a flight from Cairo to Abu Dhabi which it was 3 hours and 25 minutes flight there was only one service where I had nothing to eat as an own decision. Later on when I wanted a drink I call the cabin crew around 10-13 times with no one coming to check if I nedded something as I was seated on a middle seat and it was a bit of a challenge to get out. Anyways after sometime 3 different crew passed by in my attempt to get their attention to ask them for an orange juice all I got is ignore and they closed the curtain on my face. On my last attemp when one of the cabin crew finally stopped the answer I got to my orange juice request was " Miss service is finished" without looking at all to me that I was talking to her, bad attitude and manners, no apologies... nothing. All what it feels is like if they were treating with animals in the jungle and us as customers have nothing to do, we are not allow to ask for nothing it's incredibly shocking the way customers get threaded after the amount of money tickets cost. I'll make sure I never flight again with them and as well I'll make sure to give them a bad reputation on social media's, friends, family .. as there is always any other airlines flying to the Emirates even if an over stop has to be done somewhere else ..

Dear sir,
I am complaining about service in etihad airways for check in luggages for Elderly travellers from Abu Dhabi to Krachi on 26 th April 2019. They are my family friends come for visit and I book them in business class so they can be comfort in trip and get best service. Unfortantily they have to get upset and depressed in check in on etihad airways while they expressed their reasons for excessed the weight of luggages over only 4 kg from total weights allowance they have. They are two persons in 80's and in wheel chairs, can't walk without supporters and they explained that they can't carry any extra bag in hand because they can't and may they will forget it. Am really suprise for this incidance to give service for seniors citizen from big airways like etihad ariways which always lead top of airlines in world. Where are rights service in helping, caring, considrations, and etc... for seniors travlers? while etihad airways couldn't even make any considrations for state of this olders and only claming the policy and service as written words for running this business for asking the cost of this extra kilos.

To Whom It May Concern,

I flew with Etihad airways for the first time on the 18th of February 2019 from Manchester airport UK and I was so disappointed and upset at how I was treated at the luggage check in section. Firstly, myself and my parents stood on a long queue and waited till it got to our turn but was then told to go back and remove items from my luggage because I was over the limit. I completely understood this was my fault and so we queed up again after going back and fort. After removing items, and waiting our turn, we went up to a female staff to check in my bag. The check in staff member was unfriendly and did not show any empathy towards me and my dad. She told us we were still a little over and had to pay £152 for excess luggage. We tried to ask for another alternative and explained that we had a spare suitcase with us to remove some items but she just shut us off. She was completely unhelpful and unprofessional, it was obvious I looked upset and worried because, time was no longer on my side and I could miss my flight but she remained un bothered by this. The staff would then continue to tell us we could not use any alternative that we had because, the check in time had now apparently closed. With sadness and desperation me and dad was left with no choice but to pay the £152. I was upset and frustrated at the way I was treated I could not believe we were being treated that way. After paying the large sum for excess, I was then told to once again take my bag to another section to be passed through for checks and then the final check in. When I got to this point the staff member once again told me I had to remove more items because I was over the limit of aerosols that I could check in. With no time on my side and with so much panic not to miss my flight, we had no choice but to once again remove more items from my bag. I was so upset that we had to go through all the process again!, I had paid for excess luggage only to be told to remove more items! I was horrified at the service I received at the Manchester airport. I almost missed my flight because of the whole ordeal. I would like a some refund for the items I had to remove after paying for excess luggage.

[protected]@yahoo.co.uk