Etihad Airways review: Unreasonable, unjustified for not refunding excess luggages charged

On April 3, 2023, I went to your website under my reference ID to pre booked one extra luggage. There were some difficulties during the process of ordering. I don’t know how or what I did that it rung up 5 extra luggages fees that I don’t need. The credit card was charged in the total of $1,800 USD. I have been contacting your customer service team over the pass 8 months, it is December month now. I initiated the call to your customer service right after I saw the charged was wrong. Then, at the airport checked-in, she said in my reference, it didn’t show that I pre-paid that one extra luggage. She said that she has to call for verification and that we needed to wait. I told her I got charged for 6 luggages and if she could tell the person to credit me those extras fives. We waited over 30 mins for payment verification. Long and behold she didn’t help me cleared the problem even when I asked. After, I get to my destination, I call the customer service again and again for so many times and for so many months. In July, I got one reply from Mr. Peter (who gave with first name only). He simply stated “.. that there were no issues with the processing payment and luggages fee is non-refundable..”. How unfair, unreasonable, unethical the response was. I reply back to Mr.Peter, trying to explain “that was not my intention, honestly don’t know how it happened.” It must have been a Mishaps in online ordering. Mishap in online ordering is a very real and common thing. Online activities are intangible, It takes every elements that involves, to function properly, in order to trigger correct transactions. In the normalcy, merchants would credit the customer if/when customer notified the merchant of the problem in a timely manner. Etihad did not respond back. Etihad seem to ignore all communications I sent to Etihad Airways.

In my view, Etihad Airways did was obviously taking the advantage of the opportunity to make profits from the victim (me, who had a mishap in online ordering). Such business practices is despicable and I condemn it.

Etihad Airways making profits unethically. You are unreasonable, unjustified to forfeit my money. Etihad Airways is certainly a substandard in the airline industry.

I did what I could to reach out to you, in a timely manner, wanting to get my refund back. But, I got “ push off” by your agent after agents. The facts that there were issues with the payment processing. Otherwise, how would you explain that agents at the airport claimed that my reference showed no pre-payment of the extra luggages ( it has been over 4 hours since the initial called). In addition, when I first called made to your customer service right after I saw the charged was wrong, she also said that she didn’t see any charged in my account on her screen. Both of them told me to call customer service after I get to my destination.

I have never had such an uncivilized encounter before, when dealing with companies in resolving the issue.

I hope that you see it was not my intention for what happened.

I hope that you reconsider and refund my money back.

Thank you,

PL