Etihad Airways
Reviews and Complaints

I was supposed to travel on EY328 on 03/07/2016 from DMM-AUH-TRV, and i was informed the same day morning that my flight has been changed to Srilankan airlines even though i have issued my Boarding pass. That was very bad experience to me and my family above all we are requested to the report the airport 6hrs early. From this i loose my trust as a reliable airline. unfortunately i have a return ticket as well from TRV-AUH-DMM. 14Sept2016, i am afraid that i may get similar experience.

I believe if there is any issue it should be informed at-least 24hrs prior and what is the point of having the boarding pass issued early and your flight is changed.

My name is talat mahmood. boarding pnr number : rotxwo. seat 32h. ticket booking ref : qqn8v4 (36bcrt). date : 10th july 2016
I was coming from burmingham [alabama] to dallas by american airline and my 2 suitcase weighed only 35 kg and they allowed me to take the hand bag of 8 kg. when boarding at dallas airport by etihad airline, my hand bag was weighed which was 8 kg. its size was ok. bag did not adjust because of wheels into the weighing place. I was told to take out all my luggage from the bag and and put into one shopper and throw the bag. I was mentally disturbed because I didnt have the shopper and I have to go look for them. and the shops wont sell only shoppers so I had to buy something else also. that costed me from the duty free shop. my hand bag was purchased for 149.99 us dollars. further I purchased 200 us dollars worth chocolates which were kept in my bag. I had to take all my stuff out and put into shoppers. I couldnt keep all the stuff. I had to leave some of my stuff behind with the bag due to shopper size and it was difficult to carry everything in hand. but I was shocked to find out that after half hour, they let almost all the passengers with the bigger bags and more weight into the plane. but they didnt allow me and some other passengers who came in the beginning. this all incident put me into pain as I had to carry all the things in my hand and leave the rest behind including the hand bag. I reported the incident to the supervisor also and he told me it is the rule that we dont allow. but the same person allowed the people who came after half an hour to go with all there bigger and more weighed hand bags. this incident cost me nearly 400 us dollars and mental disturbance. etihad is such a big airline with good reputation and dealing with different attitudes with some passengers is suprising. kindly pay me back my bag and the money of all the stuff I had to leave behind. I lost around 300 u. s dollars plus disturbance.

I live in karachi.
My mobile number is 0092-[protected]
My family frequently travels by etihad airlines.
My email address is [protected]@hotmail.com
Kindly let me know either on mobile or email how can you pay me.
I will send you my hand bag picture.
I didnt send the complaint on the same day because I wasnt feeling better.

To Whom it may concern,

It has come to my attention that Etihad's staff in Lebanon have no respect to individual opinions and preferences. On Etihad's flight from Lebanon to AbuDhabi on 11/7/2016 the man on the checking in stand seemed to find a kind lady's request to sit next to women in the plane, for the fact of being a polite and decent Muslim woman, surprising and in stead decided to place her in between two men due to his rude, impolite, and lack of respect to the Muslim community. At the moment I do not have the name of the employee but I will do so first thing in the morning. I do request that there should be an awakening to all the staff that they should respect and help passengers rather than discomfort them with their acts, especially that Etihad Airways is a decent company, and belongs to a Muslim country.

The man claimed that he could not know whether a man or woman was sitting next to her in the plane. However, based on previous experiences, I recall that they can know. I want to make sure if the man knew that the lady was going to sit next to the men and did on purpose or it was simply a mistake. If it was purposefully done I hope that extreme measures will be taken against this man and I will make sure that I follow it up with you till the end.

Etihad is one of our favorite Airlines and to know that something like this happened is a sorrow. Kindly answer back to me as soon as possible and thank you for your time.

Regards.

Pnr-kmcbo.
I had cancelled my booking nearly half a month back. As per refund policy of ethihad airways, the refund amount is credited back to the guest as per the first mode of payment.in my case I had done the payment at the bombay city office through cash. And after cancelling the booking I should have got the refund on spot from the city office, but the contact centre of ethihad cancelled the booking and processed it for refund from their end. Because of the contact centre staff error. The city office staff refuses me to pay back the refund.. And advises to speak to the contact centre. I speak to the supervisor of ethihad contact centre (Name-ketan) he promises me a call back regarding it within 24hours assuring hell come up with a solution. But 2days later I have to call him back reminding about the refund, and all in two days he comes up with is a solution. Of me writing an email to the ethihad website! For my own money, because of an staff error, I have to suffer all these formalities! I had purchased the ticket for 21k n later paid extra amount 5, 300rs for amendments, its a partially used ticke... I had to gt the booking cancelled, in total I have paid ethihad almost around 27, 000 for one way used ticket. N refund m promised is only now around 1k, even for this 1k I m being troubled so much, please take necessary action asap.

Flight Details: EY160 – EY218 : Dallas/US to New Delhi/India : 10-12 Jun 2016.

Ticket no: [protected]

Wanted to share a very unpleasant and pathetic experience with Etihad from Dallas to New Delhi flight. This was the first time I traveled via Etihad and had a very tormenting experience throughout.

It all started when they placed some ‘Etihad Size’ cabin baggage frame in front of the Etihad check-in counters at the Dallas airport where every hand baggage from all passengers were being check for a fitment. That ridiculous sized frame was not being able to accommodate any standard cabin luggage available in the market and they forced passengers to check in all those hand bags as cargo. The staffs were rude and they were not ready to listen anything and inconveniencing almost all passengers. They forced me to pay USD 300 for that standard cabin baggage that I regularly carry in all airlines throughout the world as a cabin bag! Which is ridiculous!

It was still not over though. After reaching New Delhi almost all passengers from all other Etihad connecting flight came to know that no baggage from any of the connecting flight had been loaded to Abu Dhabi - New Delhi flight! They told luggage would be sent for home delivery and refused to compensate for these mishandled and delayed baggage saying this is a very common thing and Etihad doesn’t compensate passengers for these kind of baggage mishandling! I have never seen any airline saying that baggage mishandling is very common and not subjected to any compensations before!

Decided not to fly Etihad again also will notify my organization’s travel team about this experience and advise them to not to issue any Etihad itineraries to any employees for any official travel furthermore!

Dear One/s,

I have lost my Sun Glass in the flight. Details as follows:
Name of the Passenger : Chackothomas/albin Mr.
Flight No.EY 248, from Abu Dhabi Intl (Time:14:10) to Thiruvananthapuram - (Time: 20:20) on Date : 29 May 2016, Seat :21C (window side)

It was kept it in the pocket front to my seat and forgot to collect it while going out. I would be glad if you could retrieve it as I got it as a gift.

My Contact details:

Email : [protected]@gmail.com
Mob : +974 [protected] (Qatar)
Mob : +91 [protected] (India)

This is absolutely the worst airline, the worst customer service, the worst airline crew.
First was my missing miles, I flew with Etihad 4 times round trip and every time I have given my guest number to the ticket agent to the ticket counter and still when i checked my account the miles were missing, I filed out the missing miles form on the website at least 5 times and i have sent emails at least 5 times than I contacted Etihad at least 20 times and every time they gave me the run around and than put me on hold for 40 minutes, everytime i asked for a manager i was told there is no manager on duty during regular working hour and many times they would just hang up on me. i finally reached a supervisor and explained my situation and i was promised that it will be resolved a month later i checked again and nothing happened and i contact Etihad again and spoke to a manager from Abu Dhabi branch sandy Gomez and i was told that he will make sure that everything will be taken care of and again nothing has happened and i have 4 flight with no miles.
The ticket counter is very unprofessional and very rude and the flight crew is so rude that i will never fly with Etihad again.

Hello Sir,
Last Wednesday I traveled from Kuwait to Cochin.It was a 2 day vacation, to bringing back my 1.5 years old daughter.My Flight departure time was 16:20.I reached in the Kuwait Airport 3 hours prior to departure and I got both boarding passes.But the flight was delayed 1 hour from Kuwait for departure.When i reached in Abudabi, one of your representative waited for Cochin passengers and he told us to run to exit gate coz flight was waiting there.We tried to reach there but the gate was closed.Then they told us to wait there until 2'O clock.Then they gave a jet airways flight, which started on 8:00 am.
The same thing happened for my return journey also.Return journey was more difficult. I traveled with my 1.5 years daughter.When I came for boarding in Cochin, they told daughters ticket was not confirmed for journey.So I waited boarding pass section for one hour & finally it cleared. The flight delayed for 1 hour, next will be the same happened before.Around 7 hours I waited in Gate no:35 in Abudabi Airport.Baby was too tired.
Please give me a reply for this incident happened from this type if Airline service.I have never forgot this bad experience ever.Kindly give compensation for this incident.

I booked a flight from ovb to auh, with a connection in dme (date of travel - 26.05.2016, reservation code rnqghh).in ovb I received both boarding passes at check-in. I was traveling on a uae tourist visa.

In dme I passed security and border control, and at the final checkpoint at the gate etihad representatives asked me to show my passport and a return ticket (in addition to the boarding pass). I told them I did not have a return ticket, because I didn't know the exact date I will be returning therefore I didn't yet purchase it, after which etihad representatives said that they will not let me on the plane unless I buy a return ticket, since that it's an airline policy and I should have read it on their website. I proceeded with buying the ticket but didn't manage in time, since the internet was slow and it was almost end of boarding, so they closed boarding and didn't let me on the plane. so I had to purchase another ticket for another flight which was with emirates. at check-in I asked if emirates would deny boarding if I don't have a return ticket, they said no. so I flew to dubai with emirates with no issues.

I believe it was not my fault due to the following reasons:
1) the information about the return ticket requirement is not easily discoverable on the etihad website, as the representatives were saying. I tried to find on etihad website and could not.
2) etihad should have give me a notice in advance, i. e. at check in, which would have given me time to purchase a return ticket. since they failed to do that, they should have offered me a refund, or free change of ticket for some other flight with them (next day or whatever), which they did not.
3) this is not the first time i'm traveling to uae on a tourist visa without a return ticket, and I never had issues, nobody asked me. even if they asked at the border, I would have had no problem to purchase the ticket right there, so there was no reason for the airline to not board me.

I mean, this is totally ridiculous. if someone can help me to get a refund, please contact me! dubkov at gmail dot com, +[protected]. ticket receipt and visa pdf are available on request. thanks!

By this email; I wish to report my first grievances in last 8 years, about etihad/ jet airways. I purchased jet airways ticket (pnr ajvxpw) on december 2015 for flying in 26 may 2016. on the scheduled day, I reached airport four hours ahead of departure to avail best seat in early check-in. I was astonished when told that flight is fully booked and I am not allowed to board the flight, denied boarding pass. after waiting for three hours, etihad staff re-booked in another flight with stopover in bangalore. now, finally I will reach kochi with a delay of 10 hours from scheduled arrival. as a sign of good gesture; etihad offered $200 redeem voucher. later I realised that accepting this voucher was mistake; as all my inconvenience caused in abu dhabi and bangalore, was bought by etihad by this voucher and I had to suffer a lot in arranging good food and comfortable place of rest in bangalore for 6 hours.
Since this is my first disturbed experience with etihad; I request clarification on few matter for a better understanding on my future flights in etihad/ jet airways.
- when seat was available in the next direct flight to kochi, which was confirmed on enquiry prior to boarding, why I was given a flight with stopover.
- with over 240 seats available in flight a320; why I was refused boarding even when I reported airport four hours before flight. it is unbelievable that all 240 passengers checked in by 10pm for flight at 2am next day.
- was my ticket, that was purchased at aed 900 in december 2015, resold at aed 2500/ aed 3000 (last minute purchase rate); which generated over booking. this thought came due to the fact that the other passengers along with me for rebooking, purchased tickets 4 to 6 months before at low rate.
- was my ticket purchased online, given less priority than the ticket purchased from iata approved agents on demand.
I am interested to know why airlines do overbooking when passengers confirms ticket with full payment.
By this journey and long stay in bangalore with no proper food and comfort stay, my health is of concern and need hospital diagnosis for sugar, blood pressure, migraine.
If the concerned need to give a satisfactory response to my queries, please email to [protected]@gmail.com

It was a nightmare. Recently my wife and 2 year old kid had to suffer like anything due to the mismanagement from Etihad. There was no care or consideration for a lady who is travelling alone with a toddler. Here is the full story.

My wife and 2 year old kid was travelling from Phoenix, Arizona-USA to Cochin, Kerala-INDIA on May 24, 2016 (Airline reservation code : VPRBYN). They had the connection from Phoenix to Los Angeles (American Airlines- EY 3149(Code Sharing)), then from Los Angeles to Abu Dhabi (Etihad Airways –EY 0170), then from Abu Dhabi to Cochin (Etihad Airways – EY 0280). By the time the Abu Dhabi flight EY 0170 landed in Abu Dhabi, the Cochin flight EY 0280 had done the take off. I understand and accept that there will be some restrictions in terms of climate and technical stuffs, which will keep flights to miss the timelines. But in such cases what we have observed with other airlines is that, they take care of the passenger’s food and accommodations in a very elegant manner, which we expected from Etihad. But our expectation was 100% wrong.
Etihad updated that the next flight will be after 16 hours. The management provided accommodation (that too in congested dormitories inside the airport itself) for some of the passengers, on a first come first serve manner, irrespective of whether they are travelling single or with kids and family etc.. Those mothers, who had kids with them, just like my wife, couldn’t make it to be in front of the queue, and hence they were asked to wait for 2 hours in the lounge. After 2 hours my wife contacted the management and then she was asked to move to another terminal which is almost half a mile away from her current location. She walked, carrying the kid and hand baggage, and upon reaching there, she had been re-directed to another terminal for the room. Like this, the management made her to wander, terminal to terminal for another 2 hours, that too in the midnight. After that she had been assigned with a bed in a dormitory, which was comparatively dark and crowded. There were only common bathrooms. Seeing the dormitory itself, my kid got scared and she started crying, which made others in the dormitory disturbed. So my wife came out of the dormitory and informed the management that the kid is crying which would be uneasy for others, so she requested for a single room. The reply from the management was horrible. They suggested the “EASIEST” remedy that she should come out of dormitory whenever the kid cries. Then she reported the fact that kid is scared with the dormitory and hence she keep on crying whenever they enter there. And then comes the most irritating and unprofessional reply from a management that I have ever heard in my life. What they replied can’t be included here as it was that much unethical, but the final content was that, if the kid is crying always, then she should stay outside always. At last one of the co-traveller who got a single room during the initial allotment helped my wife by moving out of his room and sleeping in the dormitory. So almost by 6 AM my wife and kid got a bed to take rest.
I used to fly frequently and I always believed Etihad is royal, as it is owned and operated by royal family and that is the reason why I always opted it wherever it is available. But this incident made me and my family very much disappointed and we are forced to change our beliefs. From my friends, I could understand that Emirates and even Qatar Airways are far better that Etihad. So no more Etihad... neither for me nor for my friends… Bye (not Good bye) Etihad.

I am Medani Dissanayake had lot of issues at the time I traveled from Etihad Airways and I am really disappointed about it. There are many problem I faced during that time. First, because of the delay EY 170 from Los Angeles to Abu Dhabi flight that was on 17 may 2016 I missed my flight from Abu Dhabi to Colombo EY 266. And after that I excepted to receive a room from Etihad Airways to sleep for more than 15 hours in the Abu Dhabi airport due to their mistakes and I did not receive a hotel room, but I only received a sleeping pot in a cheap place where I had no option except accepting it. And cause of the missing flight was Etihad Airways fault and I missed my sisters memorable day of she getting married. Not only that after staying in the airport for 15 hours I flew to Colombo from Abu Dhabi by EY 264 plane on 19 of May 2016. Before going to the airplane I met with an Etihad Officer at the Terminal 1 and he confirmed that I have my three of my baggage's inside the airplane EY 264 and the best part is after I came to Colombo airport I did not received my one baggage. And then I had to talk to Sri Lankan airways baggage services for my baggage claim and they confirmed me my baggage is coming with another airline called Qatar Airways and he said it will arrive to Colombo in the morning 20th may 2016. And I had to go through very hard time with them that because I did not had my baggage locker key with me and they refuse to send it to my home and they were very rude to me even talked to me with filthy words and I am still waiting for my baggage to arrive to my home. I have to say this is all because of Ethihad Airways mistakes that is very irresponsible dealing with costumers. Please I want my right from your Airways for the mistakes you have done to me through out the whole trip of my journey.

I make frequent trips between usa and uae. I usually take etihad, emirates or qatar airlines. Out of these three, etihad has been the worst, consistently. Their staff at the airports have been extremely rude. This is especially true at the chicago o'hare airport. I have also seen the flight attendants snap at the passengers in the airplane.

Etihad also uses a 'sizer' for the carry-on luggage. This 'sizer' is located at the airport at the check-in counter. If your hand baggage doesn't fit in it, it will be checked in. If you already have two checked baggages, it will cost $300 for the third bag.

During my last trip, their staff at the chicago airport decided to pick on me. I had my favorite carry-on bag that I have used for years and never had any problems, even when flying with etihad only two months prior. The lady looked at me and then the bag, and said that it was too big and put a red tag on it. I tried to argue with her so she picked it up and put it in the 'sizer' at an angle and it didn't fit. I tried to tell her how to put it in straight, and she just tried to push on it and declared that it wouldn't fit. End of conversation! I ended up paying $300 for the bag. On my return flight, I had the same bag and had no problems.

According to their website, the dimensions are not to exceed 115 cm (40 x 50 x 25). My bag was actually smaller; 108 cm (34.29 x 50.8 x 22.86). I tried to file a complaint, and got a standard response that they have 'well defined' policies that are 'consistent and fair'. She further informed me that "we now consider this matter closed for which I am unable to correspond further". End of conversation!

Flew from SFO to Abudhabi, on the way back to mumbai, by 9.30 am flight of Etihad airways from SFO on 1st May 2016.

We found large no. of people opening bags and adjusting weights. We soon came to know why.

My bag had 300 gms more weight. I was told to pay $99.00 or remove 300 gms from bag. Emirates will allow you 3 kgs extra. No airline cribs up to 1 kg.
We cleared formalities boarded plan. The worlds best airline had deputed an old decrepit 777, with only 34 rows (in this age and time).

The emirates provides you a spacious A 380, state of art plane for entire journey from SFO to Mumbai.

The seats were unimaginably narrow and small. Very little leg space.
The over head luggage compartment accommodated only 2, 21" bag, so I was told to keep by brief case under the seat, cramping the whole place further.

The food that arrived, was the worst food I have tasted. one lunch was served, then a minute sandwich, with some popcorn and ice-cream in
the duration of 16 HOURS non stop flight.

To get this too, you need to be awake, when the crew is near your seat. I saw that if you as much as wink, the crew will move ahead, depriving you of that food too.

There was no space to move at all, lunch was horrible experience, as there was hardly place to eat.

This was worst than the cattle class, this section is called.

I got bodyache, Joint pains and fever during the flight, as it was impossible for non of the 4 passengers in my row to move.

How can this airline which advertises itself as the best airline of the world play truant with its customers ?.

THIS IS POSITIVELY MY LAST JOURNEY ON ETIHAD.

They all need to take trial journeys on Emirates to learn how to pamper their customers.

The irony is that they gave us a spacious 380 brand new double decker,
for 2.5 hrs flight from Abudhabi to Mumbai.

I am a frequent flyer, but have never experienced such journey,
beginning with opening of luggage and ending up ill.

Milind Redkar
91 [protected]
[protected]@gmail.com

I booked my tickets for my parents to board from Hyderabad-India to Kuwait via Abu-Dhabhi. Since my parents were too aged, I booked a special seat 9A/9B for them by paying extra price. But they were cheated by the boarding staff at Hyderabad Airport, the seats were replaced with 31C/32C which caused lots of convenience as both were diabetic and high blood pressure patient.

Moreover, my parents were given seats in different rows. This type of action by boarding staff at airport is totally not acceptable.

I would request for an action against the staff and supervisor who were responsible for changing seat which was paid for an extra cost, Also I need refund for extra price I paid for special seat selection.

Your prompt action in this regards will be appreciated.

My name is Mihail Kunchev. I am a documentary director and I was invited to film the World championship in brazilian jiu-jitsu in Abu Dhabi between 14th and 24th of April 2016.

Since Etihad were the official logistics partner of the tournament, I had to fly with their company. On my way back with flight number EY 0083 (25th April) I had to fly to my final destination Sofia through Rome. The booking agency assured that I will be a transit passenger and will easily catch my connection to Bulgaria, since it was a flight with Alitalia (flight number AZ 718) and they are your partners, so no problem. Unfortunately, just before the flight in Abu Dhabi, Etihad employess on the airport told me I have a staff ticket to Rome and I cannot be a transit passenger and in Rome I will have to claim my baggage, go out of the airport and check in again for the Alitalia flight in another terminal. I told them that this will make my connection very hard to catch, almost impossible, but they answered that the only thing they can do for me is to put on my baggage "priority" label. They also refused to tell the crew I have another plane to catch so I can get a priority when arriving.

Unfortunately the flight delayed a little bit. My bag was with priority label and came at 14:10 . Only 10 minutes later, at 14:20 I was already on the other Terminal, running like crazy and in front of Alitalias/Etihad desk, but they refused to let me catch tle plane, no matter that I have already checked in online and no matter that I was comming from a plane of their partners Etihad.

They explained to me that even If I had teleported magicaly to their desk in the same second I have landed with the Etihad plane, I would be late again, since they have closed the baggage drop before even the arrival of the Etihad's plane.

They told me the only thing can do for me is to make a discount for a next flight and then I can submit a complain, which I am doing right now. I bought a new ticket for the next day, since there were no flights to Sofia the same day and needed to book a hotel for the night. Since booking company assured I will be a transit passenger and will not have any problems to catch my flight I insist on refund for my causes - new ticket, hotel and shuttle bus. I have collected all the recipts and documents and if needed I can provide them. I have submitted an official complaint to Etihad and no response for one whole week. Not even a word.

The Alitalias ticket details are: Flight number: AZ 718 Booking ref: AZ/MHBINE Class: Economy Date: 25 april 15:40 Best regards. Mihail Kunchev.

I have a multiflyer business class ticket bought from Abu Dhabi to fly to India. Out of the 6 return journeys I have completed 5 journeys. I have now booked for the last trip AUH-TRV for 04 May 2016 and return from COK-AUH on 09 May 2016. Unfortunately, after confirming the seats, the airline is not reissuing the tickets. The multiflyer policy allows me to change the destinations and the dates unlimited times. My ticket is going to be expired on 20th May (as they say) and I need to utilise this by flying the above dates. My booking reference is SBOVLX and I am the topmost tier member of Etihad (Platinum tier)

I have visited their office twice and made at least 20 follow up calls that caused me a lot of trauma within me. If this is not resolved and adequate compensation is not given I had decided to move legally. It is appalling to see the irresponsible behaviour of their counter staff by passing the buck to others and saying lame excuses. They have confirmed me that there is not mistake from my side, but the mistake is done by Etihad staff somewhere.

2 August 2015

Upon arriving at the check in desk it was discovered that there was a mistake made in the booking of the ticket of my daughter and she had been booked as an infant for the return journey instead of a childs ticket. Originally I had booked my trip on line and in Good Faith and can only assume that because she was an infant on the initial leg of the journey that it had defaulted to infant on the return flight.

I was told by Etihad check in that as she had turned two she could not travel and was sent over to the reservations desk. I was told that there was no way she was allowed to sit on my lap as had been the case on my journey to the UK 2 weeks prior, and the only option I was offered was to pay for a Business Class ticket to Dubai only as there were no spare “child” seat in economy on that flight, and the flight from Dubai to Sydney were full.

After having to wait a week for an available flight, and paying an extra 2100 Australian Dollars in addition to what I had already paid I was surprised when my daughter ended up sitting in my lap as we had been allocated seats no where near each other she in 45G and myself in 65C.

Even though the mistake in the original booking was not the fault of Etihad I would like it explained to me

Why I wasn’t given the option to pay the difference between an infant and a childs ticket and allow my daughter to sit on my lap at the time of my originally scheduled flight as this is what ended up occurring. By not being given that option I lost a weeks income, not to mention the extra cost of the tickets and another weeks accommodation.
Why my 2 year old daughter and I were booked in completely different rows in different parts of the airplane
why I was told I had to buy two new tickets as my daughter was not allowed to sit on my lap as she was now two, yet that is exactly what happened as the flight was fully booked and no body wanted to swap and sit in my seat as I was not in the isle.

Ref: 387703
 
Date: 29 September 2015

Dear Mrs. Fields, ?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /
?xml:namespace prefix = "o" / 
Thank you for your feedback.
 
I am sorry to learn of your experiences with us.
 
At Etihad, we pride ourselves on our high standards of service and I am concerned to hear of your experience. Rest assured we will investigate your feedback thoroughly and will ensure that the appropriate action is taken as quickly as possible.
 
Thank you for giving us this opportunity to address your concerns. A member of our team will be in touch with you again soon with the outcomes of our investigation. 
 
In the meantime, thank you for your patience.
 
Yours sincerely,
Zeinab Alfaytarouni
 
Guest Relations

Etihad Airways
Etihad Airways Centre (plot 43)
Muneera Development Area
Al Raha East - Shati Al Raha
Abu Dhabi - United Arab Emirates
 
The National Airline of the United Arab Emirates

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06 August 2015 11:08
"ViewTrip"
180.94KB
To: [protected]@skyesfairymagic.com.au
Itinerary – Detailed – IVYMISS DAMIANI Travel Date: Friday 07 August 2015

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Reservation Number  X5SHJ0
View Electronic Ticket Receipt

Itinerary Information
Today's Date:
06 August 2015
Reservation ID:
X5SHJ0

Agency Information
BESTJETCOM
5/22 Constance Street
Fortitude Valley, QLD    4006
Australia
Agency Phone: [protected] BESTJET.COM-ANDREW KYROLOS
Agency Phone: AUS [protected]-INT [protected]-SKYPE BESTJET

Traveller

DAMIANI, IVYMISS
   P-CNN02

Flight - Etihad Airways (EY) - 12
Friday 07 August 2015
Etihad Airways  Confirmation Number:
AMSZXJ  

Depart:
09:30
Heathrow (LHR), Terminal  4
London

Arrive:
19:40
Abu Dhabi (AUH), Terminal  3

Flight  12
Non-stop

Class of Service:
Economy/Coach Discounted
Equipment:
Airbus A380-800
Flying Time:
7:10
Meal Service:
Meal
In-Flight Services:
Non-smoking

Special Services Requested
Status
Passengers
Ticket Numbers (E-tickets)
6079225419509C1
Confirmed (HK)
DAMIANI, IVYMISS
Child
/-1DAMIANI/IVYMISS
Confirmed (HK)
 

Status
Confirmed (HK)

Flight - Etihad Airways (EY) - 454
Friday 07 August 2015
Etihad Airways  Confirmation Number:
AMSZXJ  

Depart:
22:00
 Friday 07 August 2015
Abu Dhabi (AUH), Terminal  3

Arrive:
17:55 
Saturday 08 August 2015
Sydney (SYD), Terminal  1

Flight  454
Non-stop

Class of Service:
Economy/Coach Discounted
Seat
Status
Passenger
63A  ( Window, Over wing seat(s), Non-smoking, Leg space seat)
Confirmed
DAMIANI, IVYMISS
Equipment:
Airbus A380-800
Flying Time:
13:55
Meal Service:
Meal
In-Flight Services:
Non-smoking

Special Services Requested
Status
Passengers
Ticket Numbers (E-tickets)
6079225419509C2
Confirmed (HK)
DAMIANI, IVYMISS
Child
/-1DAMIANI/IVYMISS
Confirmed (HK)
 

Status
Confirmed (HK

Notice
Carriage and other services provided by the carrier are subject to conditions of carriage, which are hereby incorporated by reference. These conditions may be obtained from the issuing carrier.
This itinerary/receipt constitutes the "passenger ticket" for the purposes of Article 3 of the Warsaw Convention, except where the carrier delivers to the passenger another document complying with the requirements of Article 3.
CONDITIONS OF CONTRACT AND OTHER IMPORTANT NOTICES

Rqid:439317

My family and I were recently bumped from our flight from colombo to heathrow despite traveling with two young children and arriving at the gate in good time.

We had to fight every step of the way to eventually get home twelve ours later than scheduled.

The etihad staff we encountered were totally unsympathetic claiming that the overbooking of flights is commonplace and we would have to accept whichever solution they inflicted on us.

We were ensured we'd be compensated for our delay following our return to the uk but despite three attempts to request a copy of their "denied boarding compensation policy" which is only available on request, their complaints department appear to be ignoring my requests.

From a company claiming to put customer service at the top of their agenda, taking it to a new level of excellence this is very poor example of how they respond when their overbooking gamble impacts on their customers.

This was a horrendous end to what had been a beautiful holiday and it was completely avoidable and caused by etihad's greed.

We'll be sticking to emirates next time!

I am a frequent flyer Gold with Etihad and have traveled several times with Etihad and also recommended Etihad to many.

I had done a booking for my sister and niece on the Etihad Website on (04/15) from BLR to JFK. Moments after my booking i noticed that last name provided was her spouse name instead of dad name as in passport.

Etihad website did not provide any review pages before submitting the payment, instead it asks for to enter the names of passenger in the second step of 5 step. Since i travel from US most of the time, i was sure that i had 24 hour time to cancel the tickets.

Though it was a mistake on my end, i immediately called up Etihad to see the alternatives to get the issue sorted out. Being a Gold FF and also have traveled and booked through Etihad several times, i felt i can get it sorted out faster but the experience was BAD.

I spoke to Custome Service Agent Jitendra and i took a while to explain the issue. I was provided 2 options,
1. To cancel and rebook the tickets, though i immediately called them. But not sure whether those details were checked. SInce the name change can be done for only 3 letters. My issue was the surname was itself different
2. To take my own chances. - This was interesting and didnt expect from customer service. My siter and niece can go to the airport and if they allow they can travel, else both cannot travel.

I tried reaching out to the manager CAJETAN, and explained the situation, but didnt hear any courteous reply but he repeated the first option and told any assistance would be provided by the agents and tried to transfer as fast as possible. I also told the US had 24 hour booking policy, for which he took sometime and responded it only applies for US bound flight.

Once i was transferred back to the agent, since i was not comfortable with Option 2 (to take chances), i asked for rebooking, the agent tried canceling the whole ticket and i had to suggest to cancel only one ticket and rebook the adult ticket, since canceling whole ticket i would have to pay up twice though the mistake was for only one person. I felt the customer service was trying to make money and not to reduce the customer money. But i appreciate the agent for the whole time assisting in canceling and booking process which was a lengthy process.

Finally i splitted the original ticket and canceled the adult ticket and booked the adult ticket separately and total cost was about 10k for the last name error which could have been avoided if there was a review page to validate the passenger information or confirmation/alert during the booking in Etihad Website, if the rule was very strict on the genuine cases as well.

I had a better fare in Qatar, approximately 20K lesser and chose Etihad being a loyal customer :-) The recent experience proved it wrong which would make me think of future travel and referrals to Etihad.

Original Booking Reference: QJRAQF
Reservation code: LOCOQZ (Rebooked)

I also had another experience during my travel from Etihad from JFK to AUH on 04/01. The last food served was cold and noticed immediately after opening the pack and didnt eat the food. I waited for the flight attendant till she completes her work and politely told that the food served was cold. She replied back stating, it might be the heating issue and didnt mind checking i need food again.

Both these experiences, seriously makes me thinking is this right customer service i should be receiving for being a Gold Frequent Flyer.

Thanks
Gobinath Mani
FF# [protected]