Etihad Airways
Reviews and Complaints

Dear sir,

Subject: claim for missing baggage, visa fees, inconvenience & trauma casued to us on etihad airways.
Reference: pnr numbers: jzfboi ; mlyjic.

I with my family flew on your flight number ey97 on 09-january-2017 from abu dhabi to ataturk, turkey. We were 7 passengers including 3 adult and 4 children between the ages of 2 years to 10 years. Detail of the passengers is given at the bottom of this letter.

All was going fine till the time we flew from abu dhabi, but when the time reached close to landing time at ataturk-turkey airport, the flight kept hovering in the air for a very long time and later we were taken to another airport named burgas for re-fuelling as the flight was getting low on fuel. After waiting in flight again for a very long time at burgas airport the flight took off for turkey. To our surprise and dismay there was an in-flight announcement that the flight destination was changed to ankara airport instead of ataturk airport in istanbul, turkey.

We were told to disembark the flight at ankara airport and no one was ready to answer us. All we were told was that the flight cannot go to ataturk, istanbul as there is a lot of traffic and they are not getting permission to land there, so everyone should get down here only. There was no one at the airport to guide us or take care of us from the airline. We tried asking the immigration and other officers for some help and assistance so that we could find out what to do next, but most of them could not understand english, and those few officers who could understand english told us that they also do not know why we were brought here. All our efforts to find an airline representative were in vein. No one was there for almost 2 hours after landing. We were told to take our baggage from the carousel and were told to go out from the airport and look for etihad airline city office the next day as it was almost 6pm and everywhere was closing down. After 2 hours we saw an airline staff coming in, and we went to him to know what was happening, why we were here instead of istanbul and what next as we were to fly to lagos from ataturk, istanbul and we did not know what would happen next as our flight time from istanbul to lagos had already passed. Eventually we missed our connecting flight from ataturk, istanbul to lagos scheduled for 09-january-2017 and had to stay in istanbul for the next 2 days from 10-january-2017 to 11-january-2017.

Your airline staff told us to take a visa and go out in the hotel being provided to us by the airline. We were surprised and amused to this statement of the airline staff. Was it us who told them to take us to ankara instead of ataturk, istanbul that they were asking us to get visa. We told him that it is airline’s responsibility to provide the visa, hotel and food if we have been disembarked at another location instead of our destination we were booked on. But all this was of no use, as they said that we should find our way to get visa, it is only hotel that they can provide.
• unwillingly we had to take visa on arrival at ankara airport which cost each of us u. S. $200, making it a total of u. S. $732 (U. S. Dollar seven hundred and thirty two only). We were forced to buy that visa over the counter so that we could go to hotel and spend our night along with children until an arrangement is made the next day to take us from ankara to ataturk airport. We were at the airport for good 8 hours before we could finally get on to the bus which would take us to the hotel from airport.
• also for the baggage there was a lot of problem. 04 of our baggage and 01 child stroller did not come. No one was ready to take our complaint for the missing baggage. Four of our baggage and one stroller went missing and we were just wondering what to do as no one took our complaint over there. We had so many of our personal belongings and valuable items in those luggage which went missing. And the stroller which was lost by the airline also did a great blow in causing more trauma to us as the two year child was so traumatised due to this long unwanted stay at the airport with no stroller in hand with us, and we had to carry him all along in lap for good 8 hours, making the mother’s hand so uncomfortable for the next 10 days.
• we were taken to ataturk, istanbul on 10-january-2017. Our connecting flight scheduled on 09-january-2017 from istanbul to lagos had missed and there was no connection flight available on 10th january 2017 when we reached there. After a lot of pleading and efforts we were able to get a connecting flight from istanbul to lagos for 11-january-2017. Since we had missed our flight and the next flight was the next day so we had to stay at a hotel in istanbul on the 10th january-2017 which also made a hole in our pocket to the tune of us$220, apart from the food and taxi.
• also we want you to take a look at the situation we were in at ankara airport where our children were just lying on the floor like refugees on the airport’s cold floor at ankara with temperatures running in minus, with confusion all around just to know what next is going to happen as no one was available to give us that information, neither from the airline nor from the ankara airport officials. We were just looking like refugees who did not had any food on them, no place with them to stay on to, no one to guide us on the next move, the children all cranky due to sleep, tiredness, hunger, frustration, the 2 year child crying for milk now and then but we are unable to give him milk as there is no warm water and no facility to boil bottles, in short totally confused, frustrated and traumatised. This was not what was expected when we started our journey. This is not what is expected of a reputed airline as yours. We agree that there was a situation on hand at that time and that’s why we were taken to another airport instead of the destined airport, but then there are some protocols, and responsibility of the carrier towards its passengers for their safety and comfort which we could not see at all, it went missing totally. The trauma we went through at that time is beyond expression in words. I cannot find words to express them, it can only be experienced, and I pray that no one should experience it.
With this traumatic experience of ours with your airline and the mental trauma & financial losses suffered by us we demand for compensation of u. S. $56, 622 (U. S. Dollar fifty six thousand six hundred and twenty-two only) from your airline against our financial losses and for the inconvenience and trauma caused to us. The detail of the claim is as below (All in u. S. Dollars) :
1. Turkey visa fee - $732
2. Four baggage missing - $5, 000
3. One stroller missing - $450
4. Istanbul hotel accommodation - $220
5. Istanbul airport to hotel to airport taxi – $430
6. Istanbul - food expenses– $790
7. Compensation for inconvenience and traumatisation we suffered due to not meeting up / fulfilling your responsibilities - $49, 000
Please find attached photocopy of the following documents and receipts for your reference:
1. Seven (07) boarding passes.
2. Five (05) baggage tags including baby stroller, which were missing hence remained with us.
3. Seven (07) visa purchase receipts.
4. Hotel payment receipt at istanbul.
Detail of the passengers as mentioned at the beginning of this letter is as below:
1. Mr. Vineet malpani – pnr no. Jzfboi
2. Mrs. Nidhi mohta – pnr no. Jzfboi
3. Mrs. Suruchi malpani – pnr no. Mlyjic
4. Master trinabh malpani – pnr no. Mlyjic
5. Miss anika malpani – pnr no. Mlyjic
6. Miss radhika mohta – pnr no. Mlyjic
7. Master raghav kumar mohta – pnr no. Mlyjic

We hope that you will look into the matter and resolve the matter on a priority basis.
Your’s truly,
Vineet malpani

Dear Srs,

Please be informed that when I arrive to Spain - (Flight from Doha To Madrid) on 15/16 of December 2016 my lugage was damage.

Date 16 December
Flight EY0075 - please see attached pictures.

Please informe asap what is the procedure to request a refund.

Kind regards,
Maria Mendes
email [protected]@gmail.com
Etihad Guest Number [protected]

I traveled to abu dhabi on 10 dec'16. On reaching Abu Dhabi I found that my baggage is damaged.In spite of giving a complaint at the etihad counter on the abu dhabi airport, an online written complaint, and a complaint in the hyderabad office, I did not get any response from the etihad airways.

I request, rather demand that action should be taken against etihad airways as my whole trip was spoiled as I had to tag along a big broken suitcase.

Dept man Dec 18 EY16 0810 arrived Abu Dhabi 1930. Ey862 supposed to take off at 2210 actual take off 2300 due to a technical issue. Flew 3 hrs and had to return back to Abu Dhabi due to a technical fault. We were the last couple off the bus went through security with no idea where we should be going ended up going through security twice ! Went to premium lounge and asked them what we should do as we did not know when the next flight was going to be. Went to Etihad desk was told flight was now 10 am 19th! Changed boarding cards and just hung about for nearly 12 hrs!. We should have arrived at Pudong Shanghai at 1010 19th but in fact we were just getting on the plane then. We eventually arrived Pudong Shanghai at 2300 12 hours later. Which means we have missed a full day off our holiday!. The fact we got no assistance baffles me and truly disappointed.

Hello,

I was travelling from calcutta (india) to düsseldorf on 10th of jan, 2017. The connecting flight was from abu dhabi. After boarding the flight from abu dhabi to düsseldorf, the flight attendants told me that my checked in luggage is left in abu dhabi and I should go to lost&found section in düsseldorf airport to give my address so that my luggage can be send to my home.

After reaching düsseldorf, I went to the lost&found section and filed a complain. Unfortunately I gave my contact details wrong. I am trying to update my contact number in the portal from yesterday but it is not getting updated. Kindly help me find my luggage. Please find all the details below:

Name. Niladri das.
Flight - date : 10th jan, ccu to auh, number : ey255
Flight - date: 11th jan, auh to dus, number: ey 23
Baggage : 2, tag number : ey450408 and ey450408.
Contact number: +[protected]
—
Complain details
File reference number : dusey16258
Name: das
Ticket number: [protected]
—

Portal in which I am checking the status : http://www.Worldtracer. Aero/filedsp/ey. Htm

Kindly help me find my baggage. Also please update my contact number to : +[protected].

Thanks & regards,
Niladri das.

Hi I recently flew return from Perth (Australia) to Manchester on flight UOIPYY, then back from Abu Dhabi to Perth . I am not very impressed at all with the customer service was very poor as a paying customer which the flight cost me $2400 in my case is a lot of money. I was very thirsty on all my connecting flights an yet still I had to wait longer than 30 mins for someone to answer my bell and come and see me, then another 10 mins or so until I had been given a drink, I understand they can be busy but I think this was a joke really . The staff spoke to me with a bit so nice attitude as if I was being a nusence to them . In this case I stopped asking for a drink. I fly home to to UK every year in my case the past 4 years and majority of the time with Etihad.
On the flight back from Abu Dhabi I felt like I was in a crèche, I was surrounded my children all under the age of 5 and even only a few moths old. Not one wink of sleep could I get with children crying which I no is not there fault, but then the parents was shouting back at the children at the top of there lungs. To be honest I had an horrendous flight. I wouldn't recommend anyone to fly with etihad after what I experienced.
I would like to no what can be done about this and how paying customers of a lot of money can be compensated as that was not an enjoyable flight what so ever never mind the 21 hours

Hello,

I travelled via etihad airways from abu dhabi international airport to bangalore yesterday, and I have lost my baggage which I have been trying to find out through baggage service agents who are so highly irresponsible, and they have zero common sense in giving proper answer to the questions that I asked them for.

My name is sowmya ramachandra mathilakath, passport number : m6376591
Flight number : ey236/05jan
Email address :[protected]@gmail.com
Mobile number : [protected]

I have my brother's wedding to attend which is happening tomorrow and you guys are go on bluffing that it will reach in one hour two hour and so on.

I have had a bad experience with etihad and I don't really leave this here without any compensation.

I deserve to be treated well, I don't have to pay for someone else's blunder, what if I had missed the flight, you guys would not have allowed me to travel again using same ticket isnt it?

Thanks for the mess.

Regards
Sowmya ramachandra mathilakath

I didnt receive my reimbursement for my cancelled tickets for more than 40 days. I cancelled my ticket on nov 22nd and their std. Timeline is only 21 days

My etihad guest id - [protected]
Reservation code - jaiona
Passengers names
Mr sivakumar venkatesan - [protected]
Mrs saranya sivakumar - [protected]
Mstr krishjay sivakumar - [protected]
Miss neha sivakumar - [protected]

Hi,

I am writing to you begging for an answer to the questions that we asked almost 6 months ago (Orginal email below)

Case No... [protected] - 10/8/16

I am the son of Teresa Williams who was taken off flight (EY42 seat 7K from dublin to Abu Dhabi, 25 july) due to a seizure (we suspect). Nobody was notified and we were left waiting for her extremely worried. after approx 4 hrs after her flight in sydney landed i called etihad contact line (international one) as the other ones were not open. the person explained that Teresa had not boarded her second flight but refused to tell me more details (even after i had tried to prove i was the son). I eventually called the australian consulate, irish consulate and was in the process of lodging a missing persons report at the local police station at mid night when i suspicious message from mums phone - that didnt explain anything. it wasnt until hours later that the consulate contacted me saying she had brought to hospital. since then, we have had no follow up from the airline and her connecting hired car in sydney was not waiting for and needed to be booked after arriving in sydney. I would like an explanation of why we were not contacted as it caused immense undue stress. what is your procedure and why wasnt anything actioned?

We still need her jacket that was left on the flight but more importantly I would like some sort of account of what happened. Doctors are unable to determine exactly what happened and my mum has severe memory loss caused by the brain injury. We don't know if it happened on the flight or at the airport and thus there is a missing link in treatment

I have followed this up on multiple occassions and have not yet received any answer and have been told a case officer will be in touch with no follow up. My mother is still waiitng for diagnosis and these details remain crucial in getting a full picture on what happened. I am aware that incident reports are recorded everytime something of this nature takes place, so would like some answers as to why they have not been shared with us? We still do not even have her jacket.

I was traveling from abudahbi to melbourne australia in flight no ey 462 on january 1st 2017.
Following are my details.

01) name = waqar ahmed
02) seat no= 43g
03)phone no= +[protected]
04)home address = 4/72 mountford avenue guildford 2161 sydney nsw australia
05)email address = [protected]@yahoo.com
All my 02 piece baggage each 22 kilo lost at melbourne australia.kindly help me to recover the baggage.please save my time and money to send this baggage at my above mentioned home address.

Waiting for your prompt and positive response

Regards,

Waqar ahmed

My baggage was sent by flight ey223 from delhi to marrakech on 14th nov 16 along (Pnr ugwqhd etkt [protected]). It was not delivered.

My return ticket was made pnr etkt [protected] from abu dhavi to delhi and under baggage tag ey 196127 in same flight and date it was to be returned to delhi. But did not find it on my arrival at delhi & complaint lodged, heavy inconvenience to me since all my clothes were in that,

Travel details flight number (E. G. Ey 256) : 224 flight date: 15/11/2016 ticket number: [protected] class of travel: business from: abu dhabi, abu dhabi airport (Auh) , united arab emirates to: new delhi, indira gandhi airport (Del) , india booking reference: ey196127 etihad reference 505460 20 nov 16.

After long time badly broken damaged baggage delivered after 6 days of emails, phone calls and contacts, received the traced baggage in badly broken, non usable condition. Recorded my remarks in delivery note. Baggage vip trolley handle badly loose, zips broken, locks broken, sides torn, inner chain broken.

However etihad man returned bag with local poor quality incomplete repair on 29 nov, 16

In fact repair not possible it needs replacement

I returned it back since it was non useable. Asked for replacement from etihad

Took up again with etihad for returning the replacement

Since then no further communication. I am yet to receive even repaired or replaced one. For damages, it's trawling unit was broken which they replaced with local plastic frame and rod that over turns when I carried it with load. Inner lining and chains torned. Locking unit of vip badly broken by them which they replaced by single clutch of local plastic locks that does not require even keys to open.

Etihad sleeping and nothing back to me so far even after 2 months and therefore I am reminding again and again.

Etihad has been keeping silence, it's a cheat it's the worst airline

I had my Ethihad flight cancelled on 30th Oct and that trip was an emergency trip as my dad was critically ill.
I complained about this for three times now, first on 30th October and then on December 7th, today i had to write again as i was informed by customer service representative when i called.They were asking for the reference number and i didn't had one. I was told there will be a reference number when an automated reply is send, but even after my next letter i haven't received any reference number. Not sure if the staff knows how the system works.
I am waiting again !

Never thought Ethihad will go this bad . i always had good experience with Ethihad.

On August 18th 2016 I received an e-mail from a contact at Etihad Airways confirming my baggage claim had been agreed and that the amount would be paid with 14 days.
It is now 4 months later and I have received no payment and the airline now ignores my follow-up e-mails.
The actual incident took place in April, so it has now taken 8 months and still no resolution.

We fly Palma to New Delhi we have 3 interconnected flights 1 is Palma to Munich 2 is Munich to abudabhi 3 is abudabhi to New Delhi .we reached Munich and we stayed 5 hours n during stay my daughter slick she was suffering for vomiting and fever .I requested to staff on birding duty . My daughter was sick please call the doctor. Staff lady says yes off coarse doctors was come and they will recommend for hospital not to allow for fly .Ambulence was come and we were go to hospital with daughter .We were stayed hospital 6 hours in Munich and return to airport with my family .We talk about my flight with the staff of air Berlin . They said that they were dicussed with head office about my flight .I wait for the answer 8 hours they said they were do nothing and our tickets were cancelled .After that We collect my luggage from lost and found department . I buy new tickets from Munich to Palma de Mallorca Ultimately we suffered very much not any type of help my kids . We pay hospital bill 99.96euros . Finally I loss 3600 euro apart mentally harassment.

Please re issue my trip tickets at least.

I look forward to a prompt response.

Please reply to my Resolver email account as I would like to keep all of my communications in my personalised complaints case file.

Demanding for Compensation

For the first time of flying Etihad Airways from Lagos to Doha on 11th of December 2016, I was told that one of my baggage was still at Abudabi.
And a case file EY-DOHEY14197 with Tag Number EY808544 was opened.
I received a call the following day for the collection of the baggage which was not convenient for me to leaving my job for any other thing.
However, the baggage was delivered third day at an inconvenient way.

I am demanding for compensation for the inconvenience caused owned the Etihad lapses.

My flight booking agent (Transact travel services ltd, enugu nigeria) booked a return flight for me on monday, november 7, 2016. The flight was for lagos to chicago (November 25, 2016) and chicago to lagos (December 12, 2016). There was no problem with my flights from lagos to abu dhabi and abu dhabi to chicago. But on my return on december 12, 2016 I was not allowed to check in at o'hare international airport.

The partners of etihad airways (Aer lingus) who were supposed to fly me from chicago to dublin as a connecting flight to abu dhabi and finally to lagos said I would not be allowed to check in because I do not have transit visa to dublin. I made efforts to contact etihad airways and my booking agent but the efforts were not fruitful.

The management of aer lingus advised me to contact irish consulate in usa for emergency transit visa. That was not successful either. I finally got etihad customer care after the flight ey 7967 had departed to dublin. There was neither apology nor care. The only thing that the customer care could do was that the flights from dublin to abu dhabi and abu dhabi to lagos were cancelled. I felt so frustrated in the very cold o'hare international airport that I also took ill.

At the time of writing this complaint, i’m stranded at the airport without shelter and food. Please do the needful and save me from further physical and emotional trauma.

I would like to be rescheduled for flight from chicago to lagos as soon as possible.

Hello,
My name is sherifatu adeleke. I boarded a flight from london tuesday afternoon (Ey0020) going to nigeria with a stop over in dubai. The experience was perfectly great till we got to dubai. This is my first time travelling with your airline and also going through dubai on a connect flight. It was very disappointing that I got no assistance from the stewards when trying to fin my way to the right gate in dubai as I really didn't want to miss my flight. Afer all the chaos, I get to nigeria to find that my baggage wasn't on the plain and I have to come back to the airport on friday to pick it up. Firstly, I have no clothes to wear to my meetings today and friday morning. All my personal hygiene items that I need almost immediately are in there as well. It is also very stressful for me in terms of travel to have to head to the airport again to get my luggage.
Now I have had spend extra money to buy clothes, shoes and other items which I clearly didn't expect to be doing on this trip. I want to know who I can forward this complaint to as I think I compensation of some sort should be awarded to cover these unnecessary expenses.

Thank you

Dear Sir
I have a booking by your fight no 9W 6624 at dated 07/12/2016 was cancelled by Etihad airways. I have connecting flight Abu Dhabi to Patna. When I have gone for check in all Executive start sending me from one counter to another from counter 31 to 34 then 51 I was wondering here and there and beg them all to do
Something for me please re book my ticket or send me in other flight. But no one listen me all witness is in Cctv camera. They make me fool what is my crime that I have a booking with you.It was my first time with Eithad airways.
Sir after running they booked my ticket at 10/12/2016. I have lost my three days my mother's treatments is going on at my native place. I am physically harassed I am in full loss who will compensate me.please answer me

Regards
Mohammad Safihur Rahman
Ticket no 5891608776555C1
Flight 9W 6624
Mobile [protected]
Date of flight 07/12/2016

My baggage was sent by flight ey223 from delhi to marrakech on 14th nov 16 along (pnr ugwqhd etkt [protected]).
On way I fell sick and not allowed to continue.
My return ticket was made pnr etkt [protected] from abu dhavi to delhi.
On my enquiry I was told that my baggage will return under baggage tag ey 196127 by same flight and date at delhi.
But I did not find it & complaint lodged, heavy inconvenience to me,
Travel details
Flight number (E. G. Ey 256): 224
Flight date: 15/11/2016
Ticket number: [protected]
Class of travel: business
From: abu dhabi, abu dhabi airport (Auh), united arab emirates
To: new delhi, indira gandhi airport (Del), india
Booking reference: ey196127
Etihad reference 505460 20 nov 16.

After long time broken damaged baggage delivered
After 6 days of emails, phone calls and contacts, received the baggage in badly broken, non usable condition. Recorded my remarks in delivery note.
Baggage trolleying handle badly loose, zip broken, locks broken, sides torn. Lock broken.
However etihad man returned bag with local poor quality incomplete repair on 29 nov, 16
In fact repair not possible
It needs replacement
Heavy inconvenience to me, more than 2 weeks over.

I am traveling with my wife today on a flight from USA to India. I was interested in carrying a TV back home so I called up your call centre about 2 weeks ago to check the baggage policy and the person on call said that anything below 52 inch TV was okay to take as our 4th luggage as long as the total weight of all 4 checked in bags was below the acceptable limit ( 23*4 kg).

Based on the same, I purchased a 49 inch TV.

Yesterday I called up your customer care again and the guy on the call again confirmed that there was no size limit to carry a TV as long as it was my fourth bag and the total weight limit for both of us was not reached.

Today, when I was trying to check-in the baggage, your staff at the airport refused to listen to us at all. They said that the customer care had not put any notes on our account and there was no such policy of LED TV exemption.

As a result, I shelled out $320 as excess baggage there, for a $200 Toshiba TV.

I'm feeling so cheated at the moment by Etihad. Can you please investigate into the matter and hopefully give me some relief. The reason why I called 3 times was to confirm that I would not need to pay this huge amount.