Etihad Airways
Reviews and Complaints

Dear Sir/Ms.

I am writing to you to file a complaint for being unfairly targeted by personnel at Abu Dhabi airport on august 2nd, 2018.

I arrived from Hartford/Dublin to Abu Dhabi on Aug. 2nd and had a 1 hr layover at Abu dhabi airport before my next flight to Colombo Sri Lanka. There were an enormous amount of people going through security at Abu Dhabi. While waiting in line an airport personnel asked me where I was heading and redirected me to another line all the way back. By the time I got my bags scanned and finished with the security checks I rushed as fast as I could to the gate of my Colombo flight. As I got to the gate the lady said that it had been closed and that I was declared a 'no show, ' even though there was enough time left before departure (approx. 20 mins.). She requested that I go to the flight transfer desk to address the matter.

After a 4.5 hr. wait in line a personnel said that I had to buy a brand new ticket to Colombo scheduled approx. 19 hrs. later. No hotel accommodation was offered for which I had to pay separately outside the airport. I was told that my checked bag was already en route to Colombo. Once I finally arrived in Colombo, the bag was not there. Subsequently the Colombo airport tracked the bag back in Abu Dhabi and had it delivered some 30 hrs. later.

The entire scenario above was a nightmare due to factors beyond my control and well within the flexibility of airport personnel.

My flight from Dublin to Abu Dhabi and Abu Dhabi to Colombo were both on Etihad and my bag was originally checked to Colombo in Dublin. I was issued both boarding passes in Dublin.

The above scenario is totally unjust to us customers, all due to mistakes and confusion of airport personnel.

I hope etihad can refund the unjust ticket charge and this can be resolved. Thank you for your time. Sincerely,

Kavan

Dublin to Abu Dhabi boarding pass:
Flight no: EY 42
Date: Aug 2, 2018
Depart: 9:35am
Arrive: 8:35pm
Etckt no: [protected] PNR: LBAQYU

Missed connection:
Abu Dhabi to colombo
Flight no: EY 266
Date: Aug 2, 2018
Depart: 9:25pm
Arrive: 3:30am

New ticket issue:
Abu Dhabi to colombo
Flight no: EY 266
Date: Aug 3, 2018
Depart: 9:25pm
Arrive: 3:30am
Etckt no: [protected] PNR: ASYTGT

Date 27 July 2018
Time: 17h15
Location OR Tambo Intl Airport
Etijad staff involved - Faaizan krull
Desk no A102

On check in i kindly requested to be connected with my sister who was not yet at the airport. The clerk immediately began using racial and derogatory terms, which are video recorded with her face identifiable, and proceeded to tell me to get out of her face and use another counter to be serviced. I was called, on record, "[censored]", "stupid", "BLACK"
Iam the stepdaughter of an inoffice minister of government currently and i have escalted the above to my lawyer. A case of crimin injuria is being opened, awaiting my signature of the statement and the video WILL be given to multiple newspapers to ensure the treatment of etihad is known to all use it. I will personally ensire that this incident is known to everyone everywhere and marks the perception of this brand, this behaviour in any regard is disrespect and undignified to ones character. You are welcome to pull records.

On requesting the name of the clerk i was told to "[censored] off" and go ask someone else as people "like myself - monkeys" cant receive such information.

Really?

I am in talks with my friend, editor in charge of a newspaper called Mail and Guardian (amidst others) to maximise this in light of footage received. I will make sure this appears on social media, the national news and i will ensure ot trends worlwide on travel blogs (including my own) . I wish Etihad well but i remain doubtful in light of such behaviour.

The footage will not be sent to Etihad.

Flight EY 12 on 23/7/2018 from London Heathrow to Abu dhabi. Booking ref: NWCZMS.
While they are serving drinks, i asked for coffee. she gave me coffee with coffee mate. i requested milk.she then started to give me a lecture about my wrong doing in mixing coffee mate with milk. i said i like it with milk then to my surprise she said ( im not going back to bring milk). i was speechless.
After a while( i drank my coffee without milk) the supervisor came & said( did you have your coffee with milk ) i said No & she said why not, i said ask her.
Half an hour later the same girl came back to me & said ( we stopped serving milk in our flights for the past six month). i said that is not true because i came to AbuDhabi in April & i had milk with my coffee. She said( i have been six years in Etihad & i know what im talking about)
I thought the supervisor will come back to me but she disappear.
Im a frequent flyer with Etihad for the past 4 years & i have never seen such rudeness from staff.

Dear Sir / Madam

We were booked for a flight to Nairobi on 5th August 2018. At the check in desk, the ground staff advised that my wife's passport had only 5 months validity and that authorities at Nairobi may not allow her to enter the country.

The ground staff ( Catriona ) was very helpful and understanding and did her best to help.

I got the contact details of Immigration at Nairobi Airport and talked to them. They said that there is no problem she can travel.

I gave the phone to Catriona and she asked for a different phone number in Nairobi. She was given another, general, number for immigration and she asked them if my wife can travel or not. They told her no problem she can.

Catriona went to clear this with her manager, Hanan Sarhan, who was the most obnoxious and rude person I have ever seen. She refused to even talk about anything.

When I asked her if it is possible to talk to the manager, she said I am the manager. I asked if I can talk to her supervisor /line manager she said : I am the manager. No body above me.

My wife was denied boarding and when I wanted to travel on my own, they said no you cannot. Your bag was off loaded. I said I will travel without a bag. They refused.

When we wanted to re book for the next morning we were asked for Dhs 2430 for each ticket ( i.e Dhs 4800 something for 2 tickets.)

I can not express enough my anger and frustration about this Hanan Sarhan.

I am now asking for a complete refund for the tickets we lost. At least for my ticket as I was denied boarding for no reason if we accept, which I don't, that it was right to deny my wife the flight.

I am looking forward for you response as soon as possible

Thank you

Dear Mrs/Mr,

My name is Elizabeth Klop and on the 1st of august 2018 I boarded at Sydney airport on flight EY 455 which departed on 2055 hrs and arrived on 0540 into Abu Dhabi international airport.
During this flight I was sitting in seat 52K which had a malfunctioning table which was slightly bend forward. I didn't realise this until one of the cabin crew members handed me a glass of apple juice. I placed this on the table and the full glass fell on my lap.
I was sookened wet including; blanket share and ofcourse my clothes.
When asking for some help I was given 3 tissues and the cabin crew continued with their drink trolley (they didnt even ask if I was okay). I was still sitting there completely wet with sticky apple juice all over me. I called them several times but they didnt respond. In the end I shouted that I could do with some help. When they finaly answered they told me to put the blanket on the floor. I wasn't helped with this at all. In the end I finally received a new blanket (at my own request) so I could at least sit on a "dry" chair.
The cabin crew member I wanted to give the sookend wet towel to didn't want to take this at first.
I have flown with Etihad airways multiple times and I only have had good experiences. This, however left me speechless. I do understand that tables due to multiple usage can get damaged. However on a almost 15 hour flight I think its crucial that they are checked and fixed if necessary (I had to support the rest of the flight the table with my knee so diners and drinks weren't falling off). The most mind-blowing thing however was the rudeness of the cabin crew (one member in particular). They never asked if I was okay or if I required help. I do believe accidents can happen all the time. However, I do believe it is the job of cabin crew to make a flight as comfortable as possible/can be. I would like some kind of refund due to this very uncomfortable experience I have had.

Thank you in advance,

Yours Sincerely,

Elizabeth Klop

I took Etihad from Abu Dhabhi to Phx via Newyork, my flight got delayed from Abu Dhabhi & eventually missed connecting Jet Blue flight from Newyork JFK to Phoenix. We were rebooked on American Airline [1587] flight from JFK to PHX next day. After lot of confusion & after making us wait for 3 hrs at the Airport, we were taken to Hotel at 1:00 AM, we were told we will directly receive our baggage in Phoenix. However, on reaching Phoenix, we did not find any baggage, American Airlines said they have no clue, Jet Blue said we do not have any clue either. All my 5 bags of the entire family cannot be detected & are now finding great concerns without any of out required clothes & valuables. Overall we were on route for 3+ days where my initial journey time was 30 hrs. Without any fault from my side we are being made to suffer for mishandling of the entire process & eventually after reaching my destination i do not have any baggage & any other required things. I have filed claim with American Airlines. On calling repeatedly to Etihad Airways, support team says they do not know where the baggage is & would forward the concerns to JFK Baggage team, We cannot reach out to Etihad JFK Baggage team, we are clueless how to get any information on our baggage & whether we will get our baggage or not.

Booking Reference Number: EEHSJD

My parents booked tickets from Pakistan to stockholm arlanda n there was a transit in UK n Abu Dhabi . In short my parents in age of 65 suffered an emotional pain when the staff didn't allow them to board for flight from Abu Dhabi... They stopped them at Abu Dhabi airport...n my complaint is that y they issued boarding passes if they have issues regarding Visa of UK...now I need compensation...my parents are at my home in sharjah n they r ill...
Please contact me asap
Details I will explain during meeting
Their return was from Germany

Hi,
This travel with the Etihad airways was by far the worst experience I've ever had with any airline. The flight was late, the transfer desk crew was rude and uncooperative, and nobody was ready to take responsibility of ‘their' passenger. This was shocking for me as I considered this airline at par with the better airlines.
This is what happened.
I had reserved return ticket from Lahore to Manchester, and back via airline reservation code "WKDNQF". And reservation code "WTGVBE".
My return was planned on 4th of August. But as I had a long list of patients to be operated upon; I gave them a go-ahead for and early date of booking for surgery, and my appraisal for job contract next year; only after reserving and confirming my ticket on an earlier flight, paying 60, 000 PKR extra for this date transfers. That turned out to be a virtual nightmare for me.
I checked well in time for the flight, however, the flight from Manchester to Dusseldorf got hold up for hours in a manner that when I reached the airport in Dusseldorf my connecting flight to AbuDhabi was missed and I was stranded at the airport. I tried contacting FLYBE administration but they refused to cater to the issue. When finally, the Etihad air crew came in at 8 pm they gave me boarding passes for my new flights, I asked specifically to cater for my baggage which was loaded in the earlier flight, they casually said it'd be taken care of. But it proved out that nobody moved a muscle for the issue. So spending so many hours at the airport, getting on a flight to AUH at 2105, rather than the scheduled 1130.
When the flight finally reached AUH, there was another cold shoulder waiting for me, I explained my situation to the guy at the transfer desk, he refused to take any notice of it saying that it was not Etihad flight so they are not responsible for any compensation, I asked him that I've come off an eithad flight and now gonna board another of your flight that is 16 hours of time in transit. At least provide me some hotel stay or cater for my needs at the airport. But he bluntly refused saying that its none of the airline's business. I wonder how?
Now, after that grueling humiliation I finally boarded the flight to Lahore. And reaching there was another surprise for me. My baggage was still in Dusseldorf.
And that means, I reached my destination with a delay of 24 hours, which I had to spend at the airport because the airline was not taking responsibility of their passenger. Despite the request I made to your staff My baggage has been delayed. I missed my appraisal for job, the hospital and patients are threatening to sue me for such irresponsibility, where I was delayed by the incompetence of the staff. Moreover, the emotional trauma of being left at the airport in such a manner that the airline did not provide me for the basic rights of travel as declared for the flights operating and originating in EU.

Munib ur Rehman.

Mr. Tony Douglas SECOND REMINDER 25th July 2018
Chief Executive Mr. Peter Baumgartner
Etihad Airways

I have already mailed to the above mentioned gentlemen and to Etihad had no response from anyone which is very surprising and upsetting.

Dear Sir,
Few facts from your frequent flyer Silver card no [protected]. I was a frequent flyer silver card holder on Emirates but stopped travelling with them due to their bad service and attitude to the customer on the ground and in the air. I switched to Etihad because of the service and convenience for London. What is mentioned below is for your favorable consideration.
I stared my journey from London Heathrow on the 18th of July 2018 for Karachi. My itinerary was London, Dublin, Abu Dhabi than Karachi. Flights and dates were EL169/18Jul/EY48/18Jul/EY200/19Jul. Ticket number 60728679463441Tag Numbers EL211607/EL211606. On reaching Karachi I found out that my bags did not reach. I was informed by the Etihad Airways Baggage Tracing at Karachi airport that the bags were left behind at Dublin airport. They confirmed that the bags has been traced and they will reach Karachi on tomorrows 20th July flight at 7.00 pm EY200. I kept on inquiring every day they kept on giving fabricated stories that the bags will reach on the next flight at 2.00 am than evening flight at 7pm so on so forth. I informed them that I am diabetic I only have medicines for two days only all medicines are in one of the bags but no one paid any attention to my request. I received my bags on the 24th July 18 in the afternoon at 12.15pm. I opened my bag in front of the delivery driver Mr Kabir and showed him that all my medicines were in the bag he is witness to it. It is unacceptable and unbelievable that it took Etihad to bring my bags 5 days knowing that I was diabetic and frequent flyer silver card holder. I never expected to be treated in such irresponsible manner and I will get this treatment as a reward for being a loyal customer of Etihad.
The amount of anxiety, problem, stress and sugar disorder caused by this whole episode is every disturbing and annoying. To compensate me for the problems caused to me with no fault of mine you are kindly requested to please give me a complementary return ticket for London and 30000 tier miles on my frequent flyer Silver card no [protected].
Further more I am still waiting to receive my card. I went to your office in Karachi and requested Mr Jamil Siddiqi who sent a message to the head office requesting for my card three months has gone by nothing as yet I am once again sending you my contact details please arrange dispatch of my card to me and update your records. My e mail idee is [protected]@gmail.com and my addresses are
Pakistan Address England Address
Shoaib Bashir Siddiqi, Shoaib Bashir Siddiqi,
House No 42/1, 27th Street House No 5, Benhill wood Road
Off Khayaban e Mujahid Sutton
Phase V Defense Housing Authority Surry SM1 4HG
Karachi. Pakistan England
Cell: [protected] Cell: [protected]

You are kindly request to consider my above mentioned request favorably.
Thanking you in anticipation

Your loyal customer
Shoaib B Siddiqi

To Whom it May concern,
My name is Bahera Hanafi and my mom's name is Nadida Abou Lebbadeh. We're both Americans coming from Fresno, CA to Egypt. Our case number is CAIEY37702

Below is a detailed story of what happened with us.

We even submitted a complaint on Etihad airlines website and received no reply.

I hope that someone would hear us.

Awaiting your feedback ASAP.

Thank you and best regards,
Bahera Hanafi

Dear Dina,

I tried calling you several times but no reply. You also canceled me yesterday and didn't call me back. Unfortunately, if I don't receive I reply back by today, I will have to escalate the issue. I will post the story all over social media. This airline has a terrible disappointing unacceptable customer service. You promised me with certain actions, for full reimbursement yet I haven't received anything for the airline.

I will spread my experience all over social media, I will let everyone know that you are not a credible source.

It really saddens me that a company would put its customers in this position. It has never happened to me before and I will make sure that that it doesn't happen to anybody else.

Best regards,
Bahera Hanafi

Get Outlook for iOS
From: bahera hanafi
Sent: Tuesday, July 31, 2018 10:21:43 AM
To: [protected]@etihad.ae
Subject: Fwd: Case Number: CAIEY37702

Dear Dina,

This is a gentle reminder to the below email.

Thank you and best regards,
Bahera Hanafi

Get Outlook for iOS
From: bahera hanafi
Sent: Sunday, July 29, 2018 12:33:42 PM
To: [protected]@etihad.ae
Subject: Case Number: CAIEY37702

Dear Dina,

This is Bahera Hanafi, case number CAIEY37702. I arrived with my mom, Nadida Abou Lebbadeh from Fresno, CA to Cairo, Egypt on July 18, 2018.

My mom's bag was lost. Her bag was red and consisted of all her medications, clothes, shoes, 2 cell phones, new clothes, and spices.

Upon arriving at the airport, we created the minutes of the bag lost. The next day we tried calling the call center but unfortunately no answer. It is either their phone is always busy or no answer. After several attempts, finally someone picks up the phone, they tell us there are no news about the bag. On, July 25, I called the call center, and after having a long argument with them, they inform me that there is a bag placed in the warehouse that matches the description of the bag we gave them, but we would have to come to Cairo airport to take a look at it. The bag had a different number from the original one. So it could be our bag but it could also be someone else's, according to the call center.

We booked a ticket from Alexandria, Egypt (this is where we reside) to Cairo airport at 6:00AM. I went with my mom and my dad. My dad knows the directions so he guided us the way.

When we arrived at the airport, the person responsible for giving us clearance to check the bags tried to take 30EGP to go to the warehouse claiming that this is the procedure. After long argument with him, I did not pay the 30EGP and went to check my bag. I was welcomed with very bad treatment. Anyway, I check the bag, and it belonged to us. It turned out that the bag was at the warehouse since July 19th, and we were only informed coincidentally by the man at the call center on July 25th.

In addition, the call center had informed us that the Etihad airways office was at the airport. when asked about the location, we were informed that there is no office present. Also, Etihad airways's phone number is not working. We also sent emails, no reply was received. Even the claim form on Etihad airways is not working. we approached the information desk at the airport, the woman working there also informed us of the same thing, no office present. I informed her, that the man of the lost and found department informed us that we can speak to an Etihad representative. She said that this would depend if there is a flight available, if not then we would have to wait for the next flight. She checked her screen, and told us there is a flight, and finally we were able to get held of you.

All this time wasted and all this unnecessary treatment we have received from people could have been prevented. We were worn out from the long trip. We were exhausted. But, finally our trip was over, and we were able to pick up our bag and get a hold of a representative working at the Etihad.

All this delay, caused my mom to be in severe pain from missing her medication in addition of the trip hardship. My mom is diagnosed with rheumatoid. In addition, she wore used old clothes and under garments. This is not to mention, the emotional distress that this has caused to all of us. We were placed in constant stress through out this whole period.

Attached is:
- A copy of Nadida Abou Lebaddeh's passport (my mom), and Bahera Hanafi's my passport.
- Transportation tickets ( my dad-Mohamed Hanafi, Nadida Abou Lebaddeh, and myself Bahera Hanafi)
- Dad came with us, because he guided us the direction to the airport.
-Etihad Electronic Tickets

We hereby, demand a compensation for the delay of the bag, the pain my mom passed through because she missed her medication, and the pain she felt in the trip from Alex to Cairo airport, the emotional distress we faced, my mom having to wear used old clothes, and a refund for our transportation tickets.

We have traveled in so many different airlines, yet Etihad airlines was the worst experience we have faced. It was a very unpleasant experience and I hope that nobody has to pass through all this again.

Awaiting your feedback!

Thank you and best regards,
Bahera Hanafi
[protected]

good day

Please be advised that I am a muslim passenger and as I am sure the airline is aware, alcohol is completely forbidden for us.

I was on board a connecting flight from Abu Dhabi to south Africa on 25/07/2018 and when offered something to drink, I asked for a coke zero and was given this in a plastic cup...before I could drink it, I immediately got a strong smell of alcohol coming from the cup. to my horror, the bottom of this cup was messed with alcohol obviously the alcohol dropped on to the trolley that the flight attendants use to serve these drinks.

I am absolutely appalled by this kind of mistake as my religion does not permit alcohol at all.
I was highly offended by this and although the attendant offered me a wetwipe and took the cup away, this in no way satisfied this absolutely horrific occurrence.

I demand that something be done about this

Etihad is a big well renowned airline I don't understand why muslim travelers are not strictly catered for.

I have travelled on other airlines and they serve soft drinks in its original can, this prevents contact with any alcoholic drinks at all.
Or a completely different cart should be used

why have you not put some system in place to ensure this is prevented at all costs?
Please get back to me as I would like to know why this airline is so lax regarding such a big thing.

thank you for your time

Zaheera Jogie
+[protected]
South Africa

I left Sydney on EY455 on 7 July 2018 for London, with a change of planes in Abu Dhabi to EY19. EY455 landed on time at 5:40 AM and I went straight to the nominated gate for boarding AY19 due to leave at 8:10 AM. This was gate 33.
I sat in front of the despatch clerk's desk in the lounge at gate 33, which was at all times busy with other passengers, listening to the PA for an announcement of boarding of EY19. Having heard no PA announcement, at around 7:40 AM, 30 minutes after the expected boarding time of FY19, I approached the clerk's desk and inquired as to the situation. I was advised that I needed to go through security check into another waiting lounge to get to the boarding process. There were no security people on the barriers to this second "gate 33" so I went through to the gate. The clerks on the gate told me that the flight was closed and that I would not be admitted. They further advised me that for the large number of passengers on an A380, they use these second, larger waiting lounges and do not use PA notifications at all.
On further advice, I found a re-booking desk where the clerk advised me that
I would need to buy a new ticket, online. I asked to speak to a manager to complain about the process but was advised that we were in a secure area and no manager was available. I managed to book the next flight online, at a cost which was the same as the cost of my total fare from Sydney to London. At that same re-booking desk were two other passengers who had suffered the same fate as I did:- missed their flight on an A380 waiting for a PA announcement that never came.

In December 2017 I flew to Sydney with ETIHAD and returned to the UK at the beginning of January 2018. At that time I was unaware that I could claim air miles for those flights. I had booked for a party of four people.
On 1 April 2018 I received an email from ETIHAD saying that I could claim 8185 air miles by 28 April 2018. All I had to do was arrange to open a guest account with ETIHAD. This I did by 8 April 2018 with the number [protected].
The air miles did not show and since then I have been in correspondence with ETIHAD asking why the air miles had not shown on the account. I was then asked for various items of information about the flight which I duly gave by email.
The only response I received was that I could not claim as I was outside the three months claim time.
I pointed out that the email I had received asking me to claim stated that I could claim up until 28 April 2018 and that I had done.
I asked that the matter be referred to a supervisor but that request was never acceded to and it is only within the last month that I telephoned ETIHAD and they told me to submit a complaint which I am now doing.
ETIHAD knew full well I had taken the flights with my party.
I cannot see how to attach a copy of the original email from ETIHAD but if you give me an email address I can do so.

Two passengers, Anna Bakhmoutski and Leonid Gaisinovitch, booking number OYNIFK, were delayed by 24 hours on our flights EY30 from Dusseldorf to Abu Dhabi and the connecting flight EY462 from Abu Dhabi to Melbourne, without any previous notice.

Flight EY30 from Dusseldorf to Abu Dhabi on 27th of July 2018 was scheduled to depart at 21:05, but was cancelled after the boarding when the passengers were onboard for approximately 2.5 hours, at approximately 10:30pm.

At the time of flight cancellation and in the following 3 hours, no alternative departure time were given. Passengers were requested to collect their luggage which did not arrive until approximately 1:30am.

New flight departure time of 13:15pm on 28th of July 2018 was advised by sms to my mobile +[protected], at 1:38am, by EtihadAir. New flight time was 16 hours later than the original scheduled departure time of 21:05 on 27th of July.

3 hours later I received another sms from EtihadAir advising that our flight EY462, originally scheduled to depart from Abu Dhabi at 9:55 am on 28th of July to Melbourne, has been changed to 9:55am on 29th of July, to arrive in Melbourne at 5:15 on Monday 30th of July which is 24 hours later than the original flight we were booked for, that was scheduled to arrive at 5:15 on Sunday 29th of July.

As a result, both my husband and I had to notify work urgently that we will need to take leave on Monday 30th of July, on a very short notice. Our travel from Dusseldorf to Melbourne took approximately 48 hours instead of 24 hours as per original schedule.

During the check-in for our re-scheduled flights, we have received apology letter from Etihad Airways dated 27th of July 2018, regarding the Flight EY030. In the letter, it has been advised that the flight was delayed "due to Airport Limitation", with the statement that "all airlines operating to and from DUS airport are experiencing flight disruption."

We were advised by the Etihad Airways team member to lodge a complaint that is likely to result in the compensation of up to 600 Euro per passenger.

Desirable resolution of this complaint would be to receive a refund of 1, 200 Euro for the two passengers who suffered 24 hour flights delay, stress of uncertainty for us and our families in Melbourne and Dusseldorf, extreme tiredness after the 48 hours travel and impact to our work commitments.

If you need more details, could you contact me on my email address Anna.[protected]@gmail.com or sms to my mobile +[protected].

I will appreciate your response as soon as possible, at the latest by Friday 3rd of August.

Thank you very much for reviewing this complaint.

To whom it may concern,

Terrible  experience,
We are a Diplomatic  family  that travels  on a regular basis and we've  never  been  treated so unprofessional in all our years of flying.

We chose to use Etihad due to their good reputation and service, unfortunately  it wasn't  the case yesterday on our flight  from  Athens to Abu Dhabi. The flight  departed about 1 and a half  hours  late  from  Athens which  meant that we  missed  our connection to Mumbai (909).

Upon  our arrival at  Abu Dhabi we were ushered by one of your  officials to one side explained that the  flight  has left and that  they also didn't have  space  on the  next  morning's  flight  (today the 29th of July ) and we could  only  depart maybe in the  afternoon. I enquired  about sleeping  arrangements as we had 2 small  children  with  us. They mentioned that the  only  option  they had was to book us into the  transit hotel since we couldn't  leave the  airport  due to our diplomatic  passports.

The accommodation  consisted  of a small  cubicle with a bunk bed. ..which  meant our family was split up and the kids had to share our bed as they were petrified of falling from the top.

When I enquired about freshening  up they mentioned that we should  use the public  bathrooms to wash-up in the  morning.  I  was completely  shocked  as iy was the airline's  fault and they  didn't  offer  us the Etihad  lounge  for this purpose.  When I explained  that it was Etihad's problem  your representative  told me it's  not their policy.   After a while  one of your representatives indicated that  we might  use the lounge  but only for 10 minutes to freshen up.

Since we  didn't  have  our baggage  we had no clothes or toothbrushes.  We asked and they said that they would  make a plan providing  us with toothbrushes ...but alas...no news from your staff yet and it's  now 5 in the morning.

They handed us some meal vouchers which was only valid  at about 3 outlets. ( not everyone is  addicted to Burger king ) The items  allowed per outlet  was also restricted which  meant  we used our own  money  to  provide for our children's  dietary  requirements.

Anyway. ...hopefully we can leave for Mumbai today. I  will  make  sure that I  share my experience with  all our colleagues from all Diplomatic  missions, Embassies and Consulates as this is  shocking without even  a apology  from  your staff. They say one swallow  doesn't  make a summer or we are a drop in the  bucket. ..well I will  do my best to inform  as much  people  as possible including  photos.

Thanks

Adriaan Nel

Dear sir/madam,

I am emailing you in absolute frustration at the email my friend received a few hours ago from Expedia (Her internet connection is poor so she is sending the complaint from my phone).

We are currently on holiday in Bali, Indonesia (booked the flights through Expedia, and the flights were coordinated by Etihad Airways), and my friend has received an email saying that her flights back home (from Denpasar to Cairo) have all been cancelled without any kind of notice or explanation.

I highly demand a prompt explanation and, most importantly, action from Etihad Airways.

We had previously booked these flights with another friend as well, the route being as follows:

9th of August:

OD 0305
Denpasar to Kuala Lampur via Malindo Air

EY 0411
Kuala Lampur to Abo Dhabi via Etihad Airways

10th of August:
EY 0651
Abo Dhabi to Cairo via Etihad Airways

My friend is, to say the least, very disappointed with her travelling experience.

Please advise as soon as possible regarding this extremely urgent matter, as we do not appreciate this sudden change in the midst of our holiday.

Yours sincerely,
Salma Ammar

My email:
[protected]@yahoo.com

My friend facing the problem: [protected]@aucegypt.edu

I was told that my morning flight going home got cancelled and they transferred me to an evening flight. When i checked in for the evening flight, I asked what happened with the morning flight, and to my shock I was told that it went as scheduled.

I'm flying business and I was even told that there are empty seats available.

Here's the response I got from Etihad.
Thank you for writing to us about your flight EY2 and EY8 from Frankfurt to Abu Dhabi on 14 July 2018.

You have every right to expect that flights depart as booked, and I am really sorry that your flight was affected by schedule change. We certainly are sorry for the discomfort you experienced and apologise for any inconvenience caused.

Having carefully reviewed your booking, there was indeed a change in timing of EY2, but no cancellation. I have spoken to the reservations team and they admit that the agent first gave a wrong advice to you. We would like to apologise for that. However, your travel agency called shortly after and was advised about the right re-booking policy for the schedule change but did not change your ticket e.g. for the following day. It would have been possible to re-book the flight to the 15 July. You might get in touch with your travel agent for further details.

We understand that a good meal makes our guest's trip more pleasant. It is unfortunate and I am sorry to learn that you didn't enjoy our meal quality. I have shared your comments with our Manager Catering & Performance in order to ensure that they are considered.

I am also sorry to learn that you were confronted with the misbehavior of another guest. I certainly understand that this must have been a very inconvenient situation for you. Your feedback about the way our Cabin Crew handled the situation makes us very happy. Please be assured that our staff always ensures that the safety of our flights is given at any time. Our crew is specifically trained to handle such situations and even to restrain a passenger if necessary.

Since we value you as our guest and understand the importance of a pleasant experience, I would like to offer USD 150 to be credited to your Travel Bank Account as a gesture of goodwill. Travel Bank is Etihad Airways' credit tool that enables the airline to give service credits to guests.

It is an electronic alternative to giving cash or voucher refunds, and a completely paperless process. Funds are kept in the Travel Bank account until they are required. Travel Bank Credits be used as form of payment towards flight tickets or other Etihad Airways products and services.

If you are not already a member, you may enroll in our Etihad Guest programme online. Once you have enrolled in the Etihad Guest programme, please email me your Etihad Guest number so I can create your travel bank account and ensure the credits are added accordingly.

Further notes - Travel Bank: Credits are valid for a period of 365 days from the date it is credited. The credit validity cannot be extended. Credits cannot be exchanged in lieu of cash, but can be redeemed by calling the Etihad Airways Contact Centre or through the Etihad Airways Retail offices. Credits can be used to pay for tickets including taxes and fees as well as purchase of ancillary products such as extra leg room seats, excess baggage etc. A Travel Bank member may allow a non-member to utilize his/her service credits provided the non-member is an adult or child passenger. Miles redemption bookings, Etihad Holiday packages and Travel agency bookings cannot be issued using Travel Bank credits.

In order to follow up on your damaged baggage. Kindly provide your file reference number (PIR) which looks like the following reference: MNLEY12345.

Thank you for giving me the opportunity to address your concerns. We would really appreciate the chance to show you a better experience next time.

Yours sincerely,

Mario Knauth
Guest Relations

And then this was my response:
Dear Mario,

Thank you for the response and taking the time to take it point by point. Although I must admit, what you offered us, for both myself and my mother is quite defamatory. That amount does not compensate all the trouble, the hassle, the discomfort, and the stress it all caused.

First, I really find it quite preposterous to give us WRONG information for our flight. It's like a control center giving the pilot wrong information, the pilot does everything he can to land the plane properly, and then later you tell the pilot, we will just give you a credit to your account. I'm sorry, but that's just how I compare it.

Second, the travel agent did call. Several times, while we were at the airport, and in all fairness to them, they did what they could on their part. We went back and forth for over 16 calls that day, just to make sure we get a proper booking on our way back. In fact, they explored all possible scenarios, just to be able to avoid any more inconvenience on our part. I asked if we can move the flight to July 15 instead, Etihad said NO. I asked if we can take the later flight (EY008) but check in early and wait at the lounge at least, Etihad said NO. I asked if we can at least leave or check in our luggage early, even without lounge access, Etihad said NO. I then asked, what are the options on the table? They said take the EY008. That's it. I guess that's not an option at all. It's an order, and I find it very sick!

Thirdly, if ETIHAD would really like to correct this, they have 14 days to do so from June 30 to July 13. But never did we get any, ANY reach out at all. That day we checked in for our flight back home, out of curiosity we asked what happened with the morning flight, and do you have any idea how it felt like to be told that it pushed thru? After all the schedule changes, additional hotel accomodation, and cancelled meetings we had to make? Would you have any idea how humiliating it feels? Then we're told that there's even 5 empty business seats on that flight, you know how brutal that is?

My feedback on the food and the experience with another passenger are minor ones. The damage on luggage, we've shouldered already. Sometimes, those are not within your control and I won't take it against your airline. It's just plain feedback, just so you're in the know. The booking though is another thing. That should be within your controls and it's just unacceptable.

If you really want to make amends on this, I demand a refund for both myself and my mother, NOT of the whole flight, that's not fair; but of the flight out of Frankfurt, at least give us that courtesy.

And then this:
Thank you for writing to us about your flight EY2 and EY8 from Frankfurt to Abu Dhabi on 14 July 2018 again.

Having admitted that the first agent gave you a wrong advice is what we would like to apologise for. On the other hand your travel agency was advised about the right re-booking policy for the schedule change and had the control over the ticket. For us it is not possible to find out why no change was made in the end. As mentioned earlier, according to the re-booking policy it would have been possible.

Kindly allow me to explain that it wouldn't be possible to access the lounge earlier as we are using a 3rd party lounge in Frankfurt and we have strict agreements for the times where we can use it. This is similar to the luggage, which can only get checked-in when our counters are open. Thank you for your understanding.  

Whilst we do understand that you had to change your travel plans, we are not in the position to refund you for the Frankfurt-Abu Dhabi flight. In view of this, our offer of USD 150 to be credited to your Travel Bank account will remain the same.

My last reponse:
Thank you for the response. I also called Citibank and inquired about the lapses. Apparently, the finger points back to Etihad.

This is becoming a you-said, they-said scenario. I guess it all boils down to the customer always on the losing end while the two parties start cleaning the backyards.

We are not interested in your offer. Keep it and let it be a reminder of your failure and your customer service.

Good Day

I couldn't go on my flight in June due to unforeseen circumstances and the travel agency who booked me keeps saying you guys will not refund me which I think is disgusting. 30 000 Rand is a lot of money and I would like my money back. You have no right to tell me you will not refund me my money and if you do not give me my money back I will take the matter further.

I bought ticket from Ethihad to travel from Odessa to Kochi on July 1. From Istanbul I missed my flight and the reason the staff told me when I reached the gate was that my baggage was offloaded by Ethihad flight. Finally I reached Cochin by other airways and it's about one month I didn't got my bugagge yet. When I contacted the airport office they were like kidding me through the phone. So I need my baggage back and necessary compensation for being late

I traveled with my family from Abu Dhabi to Kuala lambor by etihad airline dated July, 19, 2018with a total of 6 passengers in business class, flight number 418 and reservation number is RRAIjw . I would like to report an incident that one of our chair number 9E is completely uncomfortable, can't be laying down to bed level or to be upright again, i called one of the flight attendant ( Ameilda) to help me on that, she reset the program of my chair 3 times but the problem was still exist, she tried to do it manually, so I need to stand up every time for the adjustment, it was inconvenience and uncomfortable flight for me particularly this flight is more than 7 hours . So the flight attendant find unfair to me accordingly she report this incident to the airline, she took all my information and contact number, but unfortunately no body contacted me. when I decided to booked on business class, I believe that it should match the money value I spend for this ticket. I request from etihad airline the The appropriate compensation for what happened to me on that trip.
Thank you and best regard
Dr Majed Almuammar
Contact number: (00966)[protected]
E-mail: [protected]@hotmail.com