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I raised a damage claim for the irreparable damage sustained to my TGA mobility Scooter on my return flights to LHR on Flight EY11 07/03/24. The damage was reported & shown to the damage claim desk & I was given the relevant from to complete & send through to your claims department along with baggage tags, flight details. I then contacted Etihad customer services again after 4 over weeks as I had not received any response to my claim. At that point I was given a case number [protected] via email, & was asked to resubmit all the proof of flight, the form from LHR Baggage Claim dept, & asked to get a quote stating cost of repairs These were all submitted again. The quote was from a specialist mobility outlet The specialist quote noted my scooter had sustained damage to the main underside frame & noted further areas of damage to the rear wheels & cover. The quote advised that a repair on the main frame was not possible & the cost of a replacement scooter would cost £2500. I was told my scooter is unsafe & dangerous to use.
I then received another email asking for the original sales receipt which I no longer have as this was lost in a house move I have not had any other response from my claim, I cannot travel on holiday as the scooter is unsafe
Claimed loss: replacement TGA mobility scooter £2500
Desired outcome: Please compensate for total cost of replacement mobility scooterI would also like some recompense & apology for the amount of time this has been going on & the way my case has been handled
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This complaint has been resolved automatically due to user's inactivity.
What you’re going through with Etihad Airways is completely unacceptable. You trusted them with your mobility scooter, and they failed you. The damage they caused to such an essential piece of equipment is not just inconvenient; it's downright dangerous and disruptive to your life.
You've jumped through all their hoops, provided all the necessary documentation, and even got a specialist quote that clearly states the damage and the cost of a replacement. Yet, Etihad is dragging their feet, asking for an original sales receipt you no longer have due to a house move. This is just another tactic to delay and avoid responsibility.
You deserve better treatment. Etihad needs to understand that their customers expect and deserve prompt, fair resolutions, especially when it involves something as critical as a mobility scooter. They need to stop stalling and start acting.
Keep pushing them, make sure your voice is heard. Share your experience widely so others know what to expect. You deserve a replacement scooter, and they need to make it right immediately. Stay strong, don’t back down, and demand the respect and resolution you deserve. This kind of behavior from a major airline is unacceptable, and they need to be held accountable.