Etihad Airways

Revdex.com Ref: [redacted] Our ref: [redacted] Date: [redacted] April,***Via electronic mail to Revdex.com at [redacted] Dear [redacted] ,Thank you for your correspondence regarding the concerns for [redacted] ***I would like to reiterate that as we are not there to witness the events that take place, and therefore, rely upon relevant documentation to assist us to formulate our responses.Whilst we do not undermine in any way the disappointment undoubtedly caused, we can only apologise for any inconvenience described.We believe your case was both factually and empathetically handled, and we therefore our response remains unchanged.Yours sincerely, [redacted] [redacted] *** [redacted] The National Airline of the United Arab Emirates

Revdex.com: I have been contacted by Etihad, and they have refunded the double charge What they have not yet done is to compensate me for the inconvenience I am happy to receive my refund I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] and have determined that my complaint has NOT been resolved because: it does not address what Etihad representatives told me about my ticket Etihad had previously assured me on the phone that my open ticket would be valid for a year from the date of the "RETURN" In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com Ref: [redacted] Our ref: [redacted] Date: **July ,Via electronic mail to Revdex.com at [redacted] Dear Sir/ Madam, Thank you for your correspondence regardingthe concerns for ** [redacted] Having reviewed your concerns, I note that hebooked to travel with us from [redacted] to [redacted] At a later time, within24hrs of making the booking, he decided to cancel the sameOn contacting our Global contact center, Iregret to read the shortfall of service experiencedAs he is already aware, itis clear that the guest is based in the USA and the booking has been made fromthere, a full refund of the booking is applicable, if cancelled with in hours of making the originalbookingThat said, I have now been made awarethat our staff from the contact centerhas been liaising with the guest directly and on his confirmation, his booking [redacted] remains unchanged and confirmedfor him to travel as below [redacted] [redacted] ETIHAD GUEST * [redacted] [redacted] *** *** [redacted] ** [redacted] *** *** [redacted] ** [redacted] *** *** [redacted] ** [redacted] *** *** [redacted] ** TKT/TIME LIMIT [redacted] [redacted] We are not insensitive to our guests concernsand we appreciate you taking the time and trouble to write to us and offeringfeedback andproviding us with an opportunity to clarify our positionOnly by receiving such feedback will we be aware of wherewe are getting things right, and where there is room for improvement Thank you for writing and we look forward towelcoming our guest onboard Etihad in the near futureYours sincerely, Genevieve A [redacted] Guest RelationsEtihad AirwaysEtihad Airways Centre [redacted] etihad.comThe National Airline of the United Arab Emirates

*** [redacted] 'Trebuchet MS', sans-serif;">Dear Sir / Madame, Thank you for your correspondence We are now in the process of investigating the file Once we have concluded our investigation a member of our team will contact you further We appreciate your patience and understanding Yours sincerely, [redacted] Guest Relations [redacted]

*** [redacted] [redacted] *** [redacted] ***, Thank you for your correspondence regarding the concerns for [redacted] [redacted] Having read your letter, I can understand howdisappointed our guest must feel experiencing the problems you have describedwhilst travelling with our partner carrier Air New ZealandOnthis occasion it appears that he booked through an authorised travel agent to travel with ourpartner carrier Air New Zealand from Auckland to Brisbane and onwards withEtihad to SingaporeI regret to read of his experience whilst checking in at for the AirNew Zealand operated flight from AucklandAs you may not be aware, all carriers carry out a riskassessment for those guests travellingThe TIM (Travel Information Manual)which is the world's leading source for information on air travel requirements,states that guests from, travelling via Australia require a transit visa toenter the countryI am concerned that you were unaware of this mandatoryrequirement by your travel agentIn line with the above, we advised you of therestrictions and were not accepted you to travel that dayAdditionally as this flight was operated by Air New Zealand, therewasno Etihad representation and the in-flightand ground services are handled by Air New Zealand,they would be in the best position to address any additional concerns raisedTurning to your refund concerns, as the original booking wasissued through a travel agent, you will have to liaise with them directly foradditional assistanceThank you for writing and for giving me thisopportunity to review your concerns.Yours sincerely, [redacted] [redacted] Guest RelationsEtihad Airways [redacted] [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] this is very inconnvicenct for me and very unporfessional becasue I never recvd any email or mail at my house stating that they are changeing thier policy and that how they will loose thier customer but they could have given me a one time credit to me to make their customer happy and they are very expensive on thier fares line In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: As a standard answer, of course I do not accept this as resolution I would like my specific issues addressed However, I received on Dec** a refund for my tickets after months of trying I do not consider this as resolved, because I want both an apology and to be compensated for the more than miles I was forced to travel and more than hours I had to spend on the phone to get this resolved With any other airline I have been able to handle these matters online or by telephone; only with Etihad have I been treated in this way, and I want to know why I have been discriminated against in this way In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] in response to Etihad airways claims that my parents got to the counter in Amman late I would like to say this is a big lieMy parents were there at 8:AM, three hours before their flight leaves My dad always careful about this kind of thingsAlso, I attached a screen shot of my phone bill showing that I was calling NY office before the flightNote that the time is in San Francisco, CA timeThat's before their flightI called the, because they said they overbook the flight and they have no place for my family because they are NOT US citizenspriority is for US citizens!! you can check my phone bill and compare the times with my family flight time and if I called them or hours before their flight this means that we learned that they can get on the plane to hours before their flights leaveSo if my family wasn't at the check in counter to hours early then how did we know?!! Also, they are admitting that they gave us $voucher for each one of them but they didn't honor it because our first flight was with American AirlinesThis is so absurd on so many levelsFirst of all we booked the flight with Etihad AirwaysMy credit card shows Etihad airways not any other airline or websitesecond of all, American Airlines collected luggage fees from my family when they left on the way back to Amman and that fees was going to Etihad AirwaysAmerican airlines are affiliated with Etihad airways and if they don't want to accept Etihad Voucher then it's Etihad Airways problem and either make American Airlines honor those vouchers or give us our money backI paid Etihad Airways when I booked the ticketIf the first flight to LAX was operated with American Airlines then this is not my problemThey know that first flight was with American Airlines and if they know American Airlines doesn't accept their voucher then why they did give us these vouchersI also attached a pic of an email I received from San Francisco Office shows how we can redeem these vouchers and how much each on them is worthIt means that they only manipulate their customers by waiting for the last minute before telling them such a thing that their vouchers wont be accepted! Each associate has a full detail of my family flightHow come they missed all of that information? Also, the extra fees to re-book my family another flight because they spent so much time dealing with American Airlines was charged to my credit card and they also didn't accept these vouchers, even though it was through themIt's really sad that after all of this horrible service from them and yet they still don't want to compensate me for all the pain and suffering me and my family went throughAfter admitting with all their mistakes, yet, they refused to compensate me.I request that you review the documents I'm providing and compare Etihad Numbers and the time and you can tell how were they lying to me and to the Revdex.comI still demand my compensation in fullYour understanding is much appreciated*** In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

[redacted] [redacted] [redacted] MS', sans-serif;"> Dear [redacted] , Thank you for your letter to the Revdex.com, which has been referred to EtihadA copy of this response will also be sent to Revdex.com I have noted that my colleague, [redacted] has already responded to the concerns outlined in your initial correspondence relating to your wife’s inbound flight to the U.S, under case reference number [redacted] Please allow me to reiterate that our records confirm that your wife, [redacted] , travelled in Pearl Business class You have stated that this was not the case, and my colleague requested that you scan and send to us a copy of the boarding pass to support the fact that your wife travelled in Coral Economy class for consideration of your request Regrettably, we were unable to consider your request and reimburse upgrade fee collected at Abu Dhabi airport as you did not provide us with the requested document As an exception, I am happy to reimburse the Instant Upgrade fee amounting to AEDor equivalent to USD$Please provide the following bank details for a bank transfer to be arranged; [redacted] [redacted] Thank you for writing and I look forward to your response by return Sincerely, [redacted] [redacted]

Dear Guest, According to our finance department the deposit has been madeKindly check with your bank [redacted] Our apologies but as we explained before all the contents were disposed by CBP since they were perishable and we have limited liability including the bag that the items were in Thanks, John I [redacted] Baggage Services JFK Etihad Airways [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because:The request for additional informations is not a resolution The booking PNR number is [redacted] [Your Answer Here] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Since the business is requesting time to investigate my issue, I do not consider this a resolution I am waiting for Etihad to return my money As I emailed them before, I will take a check mailed to me, since doing an international money transfer has been a challenge for them Thank you [redacted] [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com:At this time, I have not been contacted by Etihad Airways regarding complaint ID [redacted] .Sincerely, [redacted] ***

Revdex.com: At this time, my complaint, ID [redacted] regarding Etihad Airways has been resolved (By clicking "OK", your complaint will be closed as Resolved.) Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I was told by CBP they will not be seizing the bags but just the restricted items which is rice in this caseThe other items are pickles and spices which are not perishables and can be stored for few monthsHow can my bags be perishable? I paid nearly $for each of the suitcasesI need you to prove that the bags were seized by CBP and show me the evidenceHow do I know it was not lost by your personnel like the other bag? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: At this time, I have not been contacted by Etihad Airways regarding complaint ID [redacted] Sincerely, [redacted]

Revdex.com Reference [redacted] Our Reference: [redacted] 10pt; font-f*y: 'Etihad Altis Text Date: [redacted] February Via electronic mail to Revdex.com at [redacted] To whom it may concern, Thank you for your correspondence regarding the concerns for [redacted] ***I have reviewed the concerns described and I would like to take this opportunity to advise that winter storm Jonas caused significant disruption to flights in and out of the North-eastern Seaboard of the United States, on the [redacted] January As such, an operational decision was taken to rebook [redacted] from his original flight [redacted] and to accommodate him to the following flight to Washington, on the [redacted] January Subsequently and voluntarily, [redacted] decided to contact our Global Contact Center to redirect his final flight destination from Washington to New York, on the [redacted] JanuaryBased on the knowledge and acceptance of the transportation responsibility at the time of the amendment to the booking under reference [redacted] , we are unable to comply with [redacted] request to reimburse the additional expenses incurred to transport himself to Washington from New YorkWe thank you for the opportunity to review the concernsSincerely, Mohamed K [redacted] Guest Relations Officer Etihad Airways [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] [redacted] So far no explanation has been offered on why the best price promise claim submitted for [redacted] was deniedWhile no investigation results on why the claim has been denied has been provided to Revdex.com or me, the business keeps just misdirecting this thread by making irrelevant statements like "The results of our investigaton remains unchanged" and referring unnecessarily about the refund for my [redacted] ticket which is not what this complaint is aboutI need a detailed explanation on -Why my claim was denied despite every due diligence done on my partWhy Etihad customer service mislead me into booking a higher price ticket on Etihad.comI'd like to make it very clear to Etihad that I am not willing to accept dead end statements that offer no explanation againPlease help arbitrate.Regards [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

August, 2015Dear [redacted] ,Thank you for your correspondence regarding the concerns for [redacted] ***.Having read the details, I can understand how unsettling the event you have described must have been for our guests family, [redacted] and [redacted] ***, whilst being booked to travel with us from Abu Dhabi to Dallas on august,2015.As you are already aware, on arrival at the checounters at Abu Dhabi Airport, the flight was fullAll airlines overbook flights to cover for the no show factor this is evaluated on a daily basisUnfortunately, sometimes the majority of our guests arrive and denied boarding occursIf we are unable to provide previously confirmed space on a flight operated by us in the class in which you are booked and for which you have met all applicable chedeadlines, we provide denied boarding compensation to our guestsIn the event of denied boarding, we offer compensation and reroute our guests on an alternative flight if possible or the next available Etihad flightSuch seems to be the situation on this occasion.That said, I note that our guests were provided with the Denied Boarding compensation of USDSand USD$each whilst at the AirportAdditionally, they were both rerouted on the first available alternate flight, with Etihad to San Francisco and onwards to Dallas.The Denied Boarding voucher is only redeemable on Etihad ServicesIt can be used for further transportation on Etihad Services, including flights and upgrades, payment of any excess baggage and towards the cost of a future Etihad Holiday Package, however it cannot be exchanged for cashThe MCO, which is valid for one year from the date of issue, can be redeemed via a Travel Agent, Etihad Airways Sales Office or the Airport Ticket OfficeMay we suggest you visit our website, www.etihadairways.com to view the relevant Denied Boarding terms and conditions.I do appreciate that their experience of travelling with Etihad was not as they or we would have likedIt was inconvenient and unpleasant and I am sorry that our guests were caught up in this situation.We thank you for this opportunity to review to the concerns.Sincerely,Genevieve A.Guest Relations