Etihad Airways

Review: I am filling this complain on behalf of my Wife at Abu Dhabi airport. She is a family member of my account and I am the [redacted] of the account. whatever facility you provided to my wife and infant kid is not acceptable.

They missed their connecting flight because your previous flight was started late from Washington DC. then ABU Dhabi to Delhi flight got missed and when she contacted transfer desk you people took almost 2 and half hour to schedule her next flight then 2 an half hour to arrange a lounge for her. In this period my Infant kid was hungry and we do not have warm water to feed him so he cried with hunger and slept. this is the nightmare for my wife. she couldn't go anywhere because you people has her boarding pass and she was waiting that anybody will come and do some arrangements after 2 and half hour she got to know that she has connecting flight from Jet airways next day at 10:40 AM and you do did not arranged hotel accommodation for her and asked her to stay at airport only. her next connecting flight was after 11 hours. in the meantime I was in contact with customer support for her arrangement I had to call 4 times to customer care. first two times you people had told me that she will get accommodation till her next flight don't worry sir we will take care of her and keep patient. then after 3 hour when my kid was crying with hunger and we do not have warm water I called and asked representative to contact airport and send someone to the transfer desk as per she she sent email and she took my number for confirmation after 4 hour when nothing happened then I called again and talked to new representative his name was pankaj and he again escalated to airport duty manager in the meantime my wife went 4 times to travel desk and get mad at them then they shifted her to one lounge at terminal 1 and she is able to feed my kid. is this humanity or is this expected from a prestigious airline? I am not happy at all. I think I made a mistake while booked ticket with Etihad and now my journey is also booked and my wife return is also booked from Etihad and I am scared. I had another connecting flight booked from Delhi to my native place which I have to reschedule because of your airline fault. At Abu dhabi airport one lady told her because you are holding Indian passport so you have to stay at airport we cannot send you to any hotel outside and everything in the airport was full so she cannot help. then when she moved to terminal 1 lounge my wife told me it has a lot of free space in the lounge and earlier they said that all longest at the airport is also full.

my point is why wrong message has communicated to her and nothing has done at that time why I have to call 4 times to your customer service and she has to shout on you guys at transfer desk. She even said book a hotel for me and bill on me I just want my kid to feed and take some rest but no answer from your side....is this humanity that lady is traveling alone with kid and she has to suffer a lot with one of the worlds prestigious airline? I was in pain during this visit of my family. what is the resolution for this one and I want to know the reason where you failed.

Above was the message from me asking Etihad to the reason where they failed and what will be the resolution for this they offered 20K miles and they do NOT wants to answer where they failed. I am asking Etihad is 20K miles which is the final decision, is enough for your child to slept with hunger because of airline failure and they are saying themselves as a WORLD CLASS AIRLINE?Desired Settlement: I still have return journey from Etihad airlines and for the return I wants Etihad to upgrade our ticket to business class.

Review: My name is [redacted]. I traveled with my family ,[redacted]TOOK ETIHAD WITH 5 FAMILY MEMBERS FROM AMD-AUH-ORD .

Upon landing in Chicago on 2/**/2014, we were told our bags, all 10 of them, did not arrive. I kept calling and calling for two days and I finally received my bags on 2/**/2014. [redacted] the representative from Etihad baggage Chicago assured me that all bags would be fine. I filled out the online compensation form but the form would not submit even with numerous tries.

I have taken pictures of the bags that are damaged and one even was open. I lost one suit, one wedding album out of three and also have damaged cultural belongings that I brought from India. In total, I have approximately 900 dollars in damages and lost items. I would like to be compensated. I have more pictures upon requestDesired Settlement: I WANT MONEY SO I CAN REPLACE THE ITEMS THAT WERE LOST DUE TO YOUR CARELESSNESS

Consumer

Response:

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

Sincerely,

Review: I flew out of Chicago airport on March **, 2013. I had excessive luggage and had to pay the charges. It was over $900. I used my debit card and the tranaction was completed. On April *, 2013, my card was ran through again and my PIN number was used and the same amount was deducted from my account only this time it was out of New York!!! I was never in New York!! The tranaction was processed and the money was removed from my account. My account THEN had insufficient funds and all of my bills that I had sent payments for bounced!!!!

I was charged several late fees and I had to call all of the creditors to explain the situation. I HAD TO CONTACT the airlines and fight to get my money back!! I sent them my bank statement showing the illegal activities. My bank had me close down my accounts because they said for security reasons and since this company had access to my PIN they could possilbly run the charges through again. I have had nothing but trouble with this company. They told me that their was a gliche in their system and offered me 10,000 frequent flier miles, I refused their offer statimg that the miles were useless to me. They then offered me $200!! This doesn't even begin to cover the expenses that I encountered as a result of their so called gliche. They only returned the money that they withdrew and I got stuck with all of the other fees and I have spent a lot of time in order to try to get the fees removed. I have spent a lot of time trying to rectify this situation and it has been very stressful for me. I have been sending emails back and forth with this company and the last email stated that I had the choice to accept the $200 and that was it and they would no longer be replying to my emails. It is not my problem that they had a gliche in their system. If they are a reputable company they must compensate me for all of the problems that I have endured trying to rectify this situation. I also am questioning as to if it really was a gliche why didnt'' their accounting team find it out?? Why did I have to go through so much trouble to get my money back? I have my bank statements and all emails available upon request. Believe me I would not be wasting my time if I didn't feel that I was done wrong.Please help to get my rights with this airlines.Desired Settlement: I would just like to have a full refund on the two tickets that I purchased along with a formal letter of apology from the airlines. I can't calculate all the expenses plus the time away from work that I have spent. So I will settle with a refund.

Consumer

Response:

At this time, I have not been contacted by Etihad Airways regarding complaint ID [redacted]. The last e-mail I recieved was in November 2013 and it was not reasonable at all.

I am very disappointed with the fact that the airlines hasn't tried to give a reasonable compensation for this problem. I have proven my case and I don't feel it's fair the way the airlines has dealt with it.

Sincerely,

Review: My dad flew Etihad Airways from Abu Dhabi to Chengdu 2 weeks ago. He already had an Etihad account but forgot about it and signed up for a new account because he was told to do so at the airport. I sent an email to Etihad twice in the last 10 days and have called the toll-free number twice to get assistance and nobody had responded or tried to help. This is the email I sent:

Please close the following Etihad Guest account that I created in error: [redacted] I already have another Etihad Guest account. Please close the above.

Thanks,

[redacted]Desired Settlement: Close the account: Please close the following Etihad Guest account that I created in error: [redacted]

Add my miles for the below trip to my account: [redacted] Galileo Reference: [redacted]

Passenger(s): [redacted]

Ticket Number: [redacted]

Vendor Locator: [redacted]

Consumer

Response:

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

Sincerely,

Review: dear madam or sir my name [redacted] I am usa citizen living in [redacted] usa I was travel april **-2014 friday chicago to new delhi india my two suitcase was not receiving at air port than I cumplaint same days my one suit case missing and lost my cumputer and ipads 4 I phones and alots closees I hawe all the proof buy receipt I lost or stolen from my suitcase morthan $6.000.00 thousand dolar I keep caling no body response and than one day I going to delhi air port and custmer service sain to me u can claim from usa than I come back june**-2014 than keep calling no body anwer back than I i send e mail to [redacted] he send to me sain to late to cumplaint he sain you should within 7 days claim I keep since I come to usa please help me out if u help me thank you if u do not help me than talk to cna or bbc thankyou verymuch now give you flight #[redacted] bag tagEy [redacted] ey[redacted] my ticket [redacted] plesae if you call me [redacted] or e mail [redacted] sincerely [redacted]Desired Settlement: I think etihad airways do not care I want my my merchant dise or replacement

Business

Response:

Dear [redacted],

Thank you for your correspondence regarding your claim complaint that have been referred to Revdex.com.

We are currently investigating the concerns raised and will respond to you shortly.

Yours sincerely,

Review: I travelled from Nashville(United States Of America) to Mumbai on [redacted]Jan 2014 with ETIHAD AIRWAYS.

I was carrying 3 bags for check in and I was charged $137 for third bag

When I reached Mumbai(India) on **Feb 2014 my most important bag was missing.

That bag contained medical aids,prescriptions and expensive clothes and lot of my important stuff which I needed immediately.

The ETIHAD AIRWAYS people at the airport took my report and suggested me that I will get my bag positively by next evening.

I was completely wrong,they took 4 days to trace my bag I had to follow up at their different offices ,call centers,facebook page,emails they have provided etc

They told me after 4 days that they have spotted my bag and it is in JFK(USA) and I shall get it soon 3 days have passed by and I am asking them where is my bag and no one across the globe has the definite answer.

I told them 10000 times that I have medical dependency and my medical aids are in that bag and prescription and some of the stuff that cannot be found anywhere else in this world but noone cares,they dont care if it is a matter of life for someone

Etihad has provided these email ids for communication [redacted]

I have sent 13 emails to these emails they have not responded even The Mumbai Ethiad group are clueless and they are asking me to spend money and call Ethiad in Abu DHabi and JFK [redacted]This is a threat to customers security and safety this airline does not do enough efforts to find someone possessions and losses them very easily

Finally someone from [redacted] calls me and tells me that they had found my bag in JFK and now it was sent to AbuDhabi and they have not received it so now they are again finding it ,I have health issues and all my prescriptions,medical aids are in that .I AM SUFFERING A LOT MEDICALLY AND MENTALLY

I want my bag ASAP and anyhow and get compensated for all my troubles and their non responsiveness and irresponsible attitude

My details are

Name:[redacted]Ticket Number:

Date Of Travel:

**Jan 2014

Date of Loss Of Baggage:

**Feb 2014

Reference Number:

[redacted]PHONE NUMBER: [redacted]Desired Settlement: IF THEY SAID THEY LOCATED MY BAG THEY SHOULD FIND MY BAG AT ANY COST AND DELIVER TO ME AND ALSO COMPENSATE ME FOR THE TROUBLE I HAVE GOT SO FAR AND THAT I GET TILL THE TIME I RECEIVE MY BAG

Consumer

Response:

At this time, I have been contacted by Ethiad Airwary because of my complaint filing with department of transport united states, however my complaint has NOT been resolved ,[redacted]DOT is also working with them to resolve my complaint

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I received a email from Etihad saying that Flight EY3798, scheduled to leave Abu Dhabi Intl, United Arab Emirates on ** May 2015 02:00, has been cancelled without any reason or similar substitute. I spent a lot of time planning my wedding trip from Hong Kong to Athens and I made the full payment early in December 2014. I choosed Etihad because flight EY4121 plus EY3798 offers the shortest travel time from Hong Kong to Athens with one stop only with a economic price. Now such flight cancellation will lead to longer flight time with two or more stops, which should be very tiring for my fiancee and my two friends. It is too late to change to other airlines because there are either not much vacancies or are only left with expensive fares. As Etihad shows no commitment and is being irresponsible for arranging a replacement flight, I need assistance.Desired Settlement: I would like Etihad to finish the job by arranging exactly the same flight and upgrade my team to the highest class for compensation.

If Etihad really cannot do that, Etihad shall pay for all additional costs if I need to change to another airline and also all my time costs incurred for such cancellation.

Consumer

Response:

As Etihad seems not capable of finishing the job with a similar flight replacement. They did not take an initiative to settle the mess they have brought to me. I booked my flight in Emirates and refund my tickets from Etihad on 12/*/2015 instead. Etihad is really not responsible in any means. They just shred the liability on Aegean airlines. Its a shame. I just don't want this company have anything related to my trip.

Sincerely,

Review: My family and I (3 passengers) were scheduled to depart from JFK to AUH on November *.

When we arrived at the check-in counter, we were informed by the supervisor that the flight was overbooked and that our seats had been reassigned to others. Upon further inquiry at both the "Guest Services" desk for Etihad Airways and through their call center, we were informed that Etihad would not re-issue tickets for another flight from JFK to AUH departing at a later time because we were in a "special" (ie. discounted) fare class and that we should have checked-in online to avoid having our seats reassigned. We find this an unacceptable reason for voiding our tickets.

As a result of overbooking on Etihad Airways' part, we have had to cancel many other bookings in Abu Dhabi and Dubai, not to mention incidental costs involved. Etihad Airways has not responded to the written complaint we sent to them.Desired Settlement: We ask that Etihad Airways allow us to rebook the original fare we reserved for three passengers (round-trip between JFK and AUH) at a later date of our choosing without further cost to us.

Business

Response:

[redacted] Dear [redacted]Thank you for your correspondence regarding

the concerns for [redacted].We

have investigated [redacted] concerns and have responded to him with the below.We

thank you for the opportunity to review the concerns for [redacted].Sincerely,Gadija L[redacted]Etihad Guest Relations[redacted] December 2015 Via electronic mail to Denton

[redacted]Dear [redacted],Thank you for your e-mail and

for your letter to the Revdex.com, which has been referred to

Etihad. A copy of this response will also be sent to Revdex.com.I understand that that your

concerns are regarding our staff not accepting you for the flight EY102 on **

November 2015.After investigation our

records indicates that you arrived check in counters 13:40LT. As the flight was

already closed, you could not be accepted on the flight.Furthermore, our records

indicate that this flight was not overbooked.Thank you for writing to us and giving us the opportunity

to address your concerns.If I could be of any further assistance, please let m know.Sincerely,Gadija

L[redacted]Etihad

Guest Relations

Review: I recently bought aa Airline ticket from their website from [redacted] to [redacted]. During Online purchase, there is note that said I can cancel ticket within 24 hours without any fees. However, When I tried to cancel the ticket from their website, it said that I have to call number for cancellation. When I called the number, I got connected with agent after 15 minutes. I explained the situation and gave ticket information to pull data. Then he said that he has to talk with his supervisor and get back to me. He came back and said I ONE MINUTE over 24 hours to cancel, so I have to pay penalty fee to cancel it. But I told him that I called them hour-an-back and in the process of cancellation. He doesn't want to consider that time at all. I lost around two hundred dollars due to this situation.

When I book a ticket online then I should be able to cancel it online too.

I also noticed that the agent had misguided me with respect time. I noticed that it is not yet 24 hours completed based on email time stamp from them .Desired Settlement: Compensate my loss

They should allow to cancel online too if we booked online under 24 hour period.

Business

Response:

Revdex.com Ref: [redacted]Our ref: [redacted]Date: **July ,2015 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 same. On contacting our Global contact center, Iregret to read the shortfall of service experienced. As 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 24 hours of making the originalbooking. That 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] ETIHAD GUEST [redacted] TKT/TIME LIMIT [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 position. Only 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 future. Yours sincerely, Genevieve A[redacted] Guest RelationsEtihad AirwaysEtihad Airways Centre [redacted] etihad.comThe National Airline of the United Arab Emirates

Review: In May Etihad severely damaged my baggage beyond a repairable state. I submitted a claim form immediately at JFK before leaving. I have since made dozens of phone calls (none of them returned) and sent a dozen emails. Eventually they agreed to pay me $220, which is less than the value of my bag. On July [redacted] I returned the signed form with my acct information for them to directly deposit the reimbursement. To this day they still have not sent the money and they have not replied to a single email since I sent the form in. I am at a loss as for what to do next to get them to actually reimburse me.Desired Settlement: I want them to send me the promised $220 immediately.

Business

Response:

Revdex.com Ref: [redacted]Our ref:[redacted]Date: ** September ,2015 Via electronic mail to Revdex.com at [redacted] Dear Sir/ Madam, Thank you for your correspondence regarding the concerns for [redacted]. Having reviewed your concerns, Iregret to read that on arrival at his final destination, his checkedbags had not arrive in the same condition as it had been checked in. I can imagine how unsettling this was forour guest. On investigation, I understand that he has been liaising with ourBaggage Claims Department under case [redacted],who have received the claim, which is currently beinginvestigated, reviewed and will be responded to. Thank you for writing. Sincerely, Genevieve A[redacted] Guest RelationsEtihad AirwaysEtihad Airways [redacted]Muneera Development Area[redacted]Abu Dhabi - United Arab Emirates [redacted]The National Airline of the United Arab Emirates

Consumer

Response:

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:

I spoke with Etihad on Friday 9/**/15 to find they're claims department had supposedly listed the claim as paid by wire transfer to my account on 9/*/15 and yet the money never came. I informed them of this, and they told me they would look into it and email me. As of today I hadn't been contacted and called them again only to repeat the exact same conversation as there were no notes indicating they hadn't actually paid me. Per request I then emailed them and included documentation from my account showing no deposit from the range in which they had supposedly paid me. After over 4 months of dealing with this my patience has grown thin. A response saying they are investigating is woefully insufficient. Thanks for your assistance.[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I was unable to use my flight through Etihad to fly to India because the Indian government does not issue visas for Pakistanis, whether born in the US or elsewhere, regardless of my lack of criminal background or other reasons for delay and denial of a visa. [redacted] refunded my money immediately for my return flight, and Etihad Airways verbally told me they would refund my money for my outbound flight with their airline. However they have now refused to do so, even though I cancelled my flight prior to the day of departure and confirmed verbally with them that they would refund my money. I want a full refund of my money and an apology.Desired Settlement: I want a full refund for my unused flight which I was verbally promised, in the amount of $479.

Business

Response:

[redacted] Dear Sir/ Madam, Thankyou for your correspondence regarding the concerns for [redacted]. Having read your comments, I canunderstand how unsettling the events you have described must have been for the guest whilst booked to travel with us from NewYork to Abu Dhabi and onwards to India. Asour guest would be aware, a passenger travelling to India, needs to obtainvalid travel documents prior to departure. In recent times, there has been anincrease of guests being refused entry into India, and returned back to theiroriginal departure port. The reason given by the ImmigrationAuthorities in India, is due to passengers not holding the correct or requireddocuments for entry into the country. I’m sure you will agree that IndianImmigration Authorities have standard procedures, which must be followed by allairlines and passengers. Fromyou correspondence I understand that due to lack of valid traveldocumentation, as she did not posses a valid India visa to enter India, ourstaff were unable to accepted to her travel with us. Whilst we apologise for any inconvenienceendured, I am sure you can appreciate that travel documentation issomewhat a complex issue. Responsibility for obtaining the necessary traveldocuments, visas and other such legal requirements is very much that of theindividual traveller. Whilst our reservations and airport staff will alwaysoffer guidance according to the information they possess, this information isjust that – guidance. In line with our conditions of carriage, it is the guestresponsibility to ensure his travel documents are in order, Etihad reserves theright to require the guest to present to us any of the documents at any timeduring his carriage and to refuse carriage of guest and baggage if the traveldocuments do not appear to be in order, even if guest have started or completedpart of his carriage before it becomes clear to us. Additionally, I understand that our guest booked through a travelagent to journey with us. As this ticket is unutilized, may we suggest she liaisedirectly with that agent, who based on the applicable fare rules, will adviseher accordingly. Sincerely, [redacted]

Consumer

Response:

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 response does not address the fact that (1) I did not attempt to travel and canceled my ticket before my flight as I was denied my visa to India based on racial discrimination, and more importantly (2) Etihad promised me over the phone that they would reimburse me for my ticket, then refused to do so. Finally (3) I have already communicated with the booking company I booked through and they informed me that Etihad is the ultimate decider of this issue and not the booking company. I demand to be reimbursed my ticket fair as promised. I am absolutely disgusted with Etihad's dishonesty and poor customer service. They have robbed me of nearly $500.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

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

Review: Ref: EY 130 from Washington Dulles Airport to Abu Dhabi on 11/**/2013 - Coral Economy

For the very first time I flew to my home country (Sri Lanka) on Etihad Airways. Initially, my experience with ticketing and customer service to reserve my seats, food preference, etc. was excellent. My flight route was Boston/Washington DC/Abu Dhabi/Colombo. I had 2 checked in bags of which one was over 50 pounds and so I paid the fee of $50 for the excess weight. My hand luggage was weighed (approximately 16 pounds) by Jet Blue (originating flight from Boston) and approved to be of reasonable weight and size. I also had a back pack with my laptop and miscellaneous items. Given that my Mom was quite sick (in the ICU) my trip to Sri Lanka therefore was somewhat hurried and unplanned. As such, I had no time to do much shopping in terms of gifts for my family, especially given that it was the holiday season. I therefore had planned to do some shopping at the Duty Free shop in the Dulles Airport (Washington DC), as I had about a 3.5 hour transit time. I ended up purchasing a couple of small toys for my grand niece/nephew and a lot of chocolates for the rest of my family. This resulted in my hand luggage being heavier that when I left Boston. When it came for time to board my flight from Washington DC to Abu Dhabi, I was surprised that the Etihad staff was once again weighing the hand luggage of some passengers. When it came to my turn, fully aware that my bag was above the allowed weight, I explained to them my predicament and the fact that I had purchased items from the Duty Free and hence the excess weight. I even went to the extent of showing them my receipt.

What happened next was plain ugly and shameful for an airline of your caliber. Some of the staff was sympathetic and professional in explaining the mere fact that they were doing their job. However, there were some young men, who seemed to be almost having a great sense of satisfaction “bullying” me about the excess weight and offering me just two options: (1) to check my bag in and pay the excess luggage fee of $175; or (2) throw out some things until the bag weighed 15 pounds. I was appalled that they would even suggest option # 2 especially since I had just explained to them about purchasing these items from the Duty Free. Needless to say, my explanations and pleas fell on deaf ears. I recall that one young man ([redacted]) in particular, when I told him that I have never encountered an airline weighing bags whilst in transit, made a statement: “you Asian people always carry too much junk”. I looked at him right in the face and told him that I would not put up with his racial comment and that he needed to apologize to me. He blatantly refused and in fact went on to further ridicule me. He then went on to say: “because I now have a US passport I think I am some big shot”. I kept asking him what his problem was and why was he so arrogant. I even told him that if he hated his job that much, that he is in the wrong industry and that he should look for something else. This back and forth went on for quite a while. The end result, I was left with option # 1 that is to pay the $175 and have my bag, which now weighed about 19 pounds checked in.

When I was at Abu Dhabi, I made it a point to approach the Etihad Desk and asked them their policy on weighing hand luggage whilst in transit. The young lady whom I talked to did not know of such a policy and emphatically told me that once I check in from the beginning, I should be o.k. unless of course the flight is full and they ask to check my bag in for no extra charge. So, as soon as I got to Sri Lanka I attempted to contact the Etihad office there and make a formal complaint, but to no avail.

On my return journey from Sri Lanka to the U.S., both of my checked luggage were over the allowed limit (consciously) and I paid the fee of $100 ($50 per bag). However, this time I ensured that my hand luggage weighed less (approximately 13 pounds) than the allowed amount. When I got to the Etihad desk I asked the young man if the weight of my hand luggage was ok and also if it would be weighed again at any of my transit points. He approved the weight, even remarking that it was lighter than the allowed amount and assured me that my bag will not be weighed. I then took the liberty of telling him of my experience in Washington D.C. and he appeared to be quite sympathetic towards me and said that I should complaint as he was not aware of such a policy.

I arrived back in Boston on December[redacted]. On December [redacted], I called the U.S. Etihad office and initially could not get a person to talk to, so I had to leave a message. But my phone call was not returned. I was persistent on following up on this and so kept calling. I then did talk to a person, who said that I should talk to a [redacted], but that no [redacted] was available and so she took my name and number and said that she would have the [redacted] call me. Yet again, to no avail. Hence, the formal complaint in writing…

Again, my point… I have never encountered such a situation. I am respectful of policies, however, baffled by the inconsistency and lack of knowledge by some of your staff. But what is more appalling to me was how I was treated and spoken to at the D.C. airport. I believe no individual should be treated in such a fashion. To say therefore that my first experience with Etihad was the worst and that I would never fly Etihad again is an understatement.

I sincerely hope that you pay heed to my complaint and look forward to hear from you. I want Etihad Airlines to take responsibility for this atrocious behavior by their employee and reimburse me for the unfair fee ($175) levied, despite my efforts to rationalize that the excess weight was due to me purchasing items from the IAD Duty Free.

Please note, I reached out in writing directly to Etihad and I received a response that did not address my complaint, whereas I was told if my luggage exceeded the specified dimensions then Airport personnel have been instructed to check lugagge and charge the checked luggage fee. But as you will note that is not my complaint.Desired Settlement: I would like for Etihad Airways to be "professional" and accept the issues here: (i) mixed messaging from employees at Etihad; (ii) the unprofessional behavior of one of their employees; and (iii) the unreasonable fee levied for the wrong reasons (please note, I took responsibility for overwieght checked luggage and did pay the fee.

Review: My family flew from HYD /AUH/ JFK on March [redacted] 2014. Flight got delayed at AUH airport for 18 hours and boarded the flight next day(March [redacted]). When arrived at JFK baggage (5 Bags) did not arrive. I was not surprised because flight got delayed at AUH. Ethiad baggage department took our Phone number and told they would call once the baggage arrives.

The real harassment starts here.

I tried calling Etihad baggage([redacted]) at JFK after 2 days no one ever picks the phone no matter what time it is.

I contacted Etihad Airways help desk([redacted]) at JFK they would forward the call to same number. If explained the problem to them they would take all the information(Bag tags, Ticket number, Names) and tell baggage team would back with an update.

I tried calling Etihad customer care. They do the same, take the information and tell will contact soon with update.

I posted on social media(facebook and Twitter and they respond back saying they will contact me ASAP with an update(never happened)

I try calling them at least 5 time a day and this process repeats. I got a call once after 5 days that they found bags at JFK and took my address and told would deliver them the same day or next day. But no one delivered.

It has been 12 days without my luggage. Luggage has all the essentials and valuables for me and my family.Desired Settlement: I expect Etihad airways to take responsibility and update about the baggage ASAP. Etihad airways needs to compensated for delayed baggage.

If Etihad airways have not found my bags they need to compensate fairly for missing bags.

Review: Dear Sir,

My Baggage Claim# with Etihad Airways is [redacted]

I traveled on Etihad Airways on January * 2014 to Mumbai, India. My 2 bags arrived late in Mumbai. Bag#1 arrived 6 days later and Bag#2 arrived 21 days later. The both bags were damaged and the contents were missing and ruined. I filed my baggage claim with Chicago office on Feb. **, 2014.

On April [redacted], Etihad Office in Chicago agreed to settle my baggage claim for USD 1744.00. I still have not received this compensation from Etihad Airways. I have been contacting the Chicago office everyday and also emailing them regarding the status of the payment, but there is no response from their office. I request you to please look into this matter and resolve this matter with Etihad Airways ASAP.Desired Settlement: Compensation for Baggage Claim: $1744.00

Business

Response:

[redacted] and welcome.

Thank you for emailing Etihad Airways. It’s good to hear from you.

Please bear with us while we look into your feedback. We will make sure that this is done as quickly as possible and one of our team members will get back to you soon.

In the meantime, thank you for your patience.

Kind Regards,

Etihad Airways Guest Affairs

Etihad Airways

The national airline of the United Arab Emirates

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I am still waiting for the compensation from Etihad Airways, so this matter is not resolved.

Sincerely,

Review: My mother in law traveled with Etihad Airways on February **, 2015 with her final destination being Bangalore, India. Once she arrived in India, her luggage was lost. They stated that they did not know where her luggage has gone. A few days later, she received one luggage and then next day another. She is still missing one big bag which contains important items, her medicine which needs to be taken daily, her clothes and gifts for her grandchildren and daughter. It has almost been a week and there is no one helping us at Etihad to help locate and deliver her last luggage. My husband and I from Chicago as well as my sister in law from India have been calling everyday, numerous times to get a hold of someone to help us but with no avail. This is absolutely ridiculous and unacceptable! She now had to go and purchase new clothes, medicine and gifts since the events that she went for already passed thus requiring her to buy new items to replace the ones lost. I have not had any luck in speaking with any agent that can help me. One stated that she would call back and has not since and that was after 2 days of trying to get a hold of someone. I work and go to school full time and I have been using my breaks and school time in trying to make phone calls trying to figure out what is going on. They still cannot locate her luggage and no on has contacted us with any information. Also, my mother in la was treated poorly by agents of Etihad in [redacted] airport. Bad customer service and this loss of luggage is unacceptable. It is Friday, March [redacted] and we still have not heard back from Etihad regarding this issue.Desired Settlement: 1. Must deliver luggage immediately!

2. Should be compensated for time, and money spend on resolving issues. New clothes, medicine and gifts totaled $900- $1000

Review: I am lodging a complaint with Revdex.com ON ETIHAD AIRWAYS who deliberately kept disregarding my numerous complaints /calls made to them regarding the delivery of my Brand New suitcase with my personal property valued at $2500 dollars and more and kept promising that they are trying to solve the issue and later started giving me lame excuses that I did not contact them at the right time so the case is not going to be solved as they cannot do any thing at this time.I wrote to the luggage department of Etihad and told them my luggage is stolen and not delivered as my carry on was not allowed and was put with all my personal property for check in and when my son reached destination he said the luggage still did not reach.The next day onward I started calling Ehihad and they kept telling me call back in 2 days /call back next week and so on they did this for 1 month and then they told me to write to the LOST Luggage department which I did and initially they never bothered to respond other than an auto response reply.

I wrote to them 5 times then they replied and I told them the Airways staff stole my luggage and I will file a LAW SUIT IN AMERICAN COURT AND TAKE THEM TO COURT IF I DO NOT GET MY PROPERTY OR THE VALUE OF MY LOST PROPERTY.THE REPLY I GOT WAS VERY UNPROFESSIONAL AS THEY SAID CLAIMED THEY CANNOT DO ANYTHING IF THE LUGGAGE IS LOST WHICH IS VERY IRRESPONSIBLE OF AN AIRLINE WHO OPERATE IN UNITED STATES OF AMERICA AND HAS TO FOLLOW THE RULES OF THIS COUNTRY TO PROTECT THE PROPERTY AND PERSONAL INFORMATION WHICH I HAD IN THE ELECTRONIC PHONE BOOKS AND OTHER PERSONAL INFORMATION AND I FEEL SOME ONE HAS GOT HANDS ON IT AND MY PRIVACY WAS BREACHED.

I feel this is a MO of foreign Airways who do not seek to take responsibility and I am seeking compensation for the Distress I have been through for the last 5 months and also for the lost property which the Airlines is responsible to pay with maximum compensation for the harassment I have been through.

I am seeking answers and lodging complaint with Revdex.com SO THAT THIS PROBLEM EHIHAD CREATED DELIBERATELY AND BY NOT TAKING RESPONSIBILITY AND PROTECTING THE CUSTOMERS PROPERTY AND PERSONAL INFORMATION DUE TO THEIR NEGLIGENCE AND INSIDE CORRUPT WORK I SHOULD BE PAID FOR ALL MY LOSSES MAXIMUM ALONG WITH DAMAGES AND IF THIS IS NOT SOLVED I WILL TAKE THIS MATTER TO NEWS MEDIA TOO ABOUT THIS CORRUPT AIRWAY HOW THEY OPERATE IN UNITED STATES SOIL WITH OUT FOLLOWING THE RULES AND HAVE TO FILE THE COMPLAIN5Desired Settlement: THE BUSINESS HAS A RESPONSIBILITY TO SAFE GUARD CUSTOMERS PROPERTY WHEN THE AIRLINES TICKETS ARE PURCHASED AND THEY ARE LIABLE FOR ALL LOSSES A CUSTOMER INCURS DUE TO THEIR NEGLIGENCE ALSO IN THIS MATTER THEIR ARROGANCE AND LACK OF RESPECT AS THEY FEEL THEY CAN HAVE THEIR OWN SET OF RULES IN THIS COUNTRY IS OUTRAGEOUS .We are Legal Residents of this Country and have a right to protect ourselves from such business who fell they are not answerable for their failed job.

Review: I my self my wife and my four years old daughter travel from Myanmar(Burma) and arrived Chicago on May [redacted] 2014 thru ETIHAD airways and per arrival we were told that our entire luggage's total of number of 7 was not on board. we were giving claim form and contact number to call next day to obtain information on when we will receive all our bags, and as well as we were told it will be deliver to our home .. we have try to made 31 call to Chicago Etihad airways office and left so many massages but no reply at all.as of today we only received 4 bags thru FedEx delivery . please highly note that we still dint receive any calls or further information from Etihad airways about when we will receiving our rest of the bags. I strongly believe I can obtain fair assistance by contacting Revdex.com ,therefore I am making this complaint.. please help me in this matter. I am ready to provide you with further proof of documents if needed.. thank youDesired Settlement: our baggage claim number with Etihad Airways is

Review: Respected sir,

This is [redacted], Me and my family had a travel in the Etihad flight recently and my Booking Code is :[redacted]; My travel back to US from India was on Mon, Mar ** 2015 And All My Baggage of 10 Packets were delayed for 2 days.

My final destination was Seattle and I have traveled via Dallas, Because of delay in my baggage all my mom's emergency medicines and baby who was travelling with her daily usage products are in the baggage and we have faced a lot of trouble.

I have sent this requesting email to Eithad more than 20 - 25 times and they asked me to send the baggage receipts and I have attached and send them inthe email but never they have responded back , As per eithad policy I am suppose to get the compensation of 60$ per bag per day ( if the check bags gets delayed) but I have no response from them.

I request to please consider the situation and help me in getting compensation for delay of my baggage.

My Baggage Tracking numbers was - [redacted] ; [redacted].

--

Thanks $ Regards

###-###-####Desired Settlement: I request the desire outcome as the compensation for the inconvenience cause to me by the airlines

Business

Response:

Revdex.com Ref: [redacted] Our ref: [redacted] & [redacted]Date: [redacted] July ,2015Via electronic mail to Revdex.com at [redacted]To whom it may concern,Thank you for your correspondence regarding the concerns for [redacted] Our Baggage claim department has advised that a Mishandled Baggage Report was created upon their arrivalon the [redacted] March, reference [redacted], and the reports reflect that their bags were delivered on the [redacted]March 2015.I wish to offer Interim relief, this payment is made to assist our guests topurchase essential items such as toiletries. This payment is applicable per dayfor a maximum of three days only. For our guests travelling in Coral Economyclass, we offer USD$40.00 per person per day. Our offer of maximum interimrelief payment entitles [redacted] a total amount of USD$120.00.Alternatively, if he accrued any additional expenses, please provide copies of the receipts so we can review and arrange reimbursement to those which are applicable. That said, payment will be arranged by bank transfer. Please advise the required bank details as below; Beneficiary Bank Name: Beneficiary Bank Address: Name of Beneficiary: Beneficiary Date of Birth:Beneficiary Place of Birth:Beneficiary Nationality:Beneficiary Passport Number:Complete Beneficiary Postal Address & Telephone Number: Beneficiary Account Number:Swift Code: Route Number:We thank you for the opportunity to review the concerns and we look forward to the response.Sincerely, [redacted] Guest Relations Officer Etihad Airways[redacted]Fax: + [redacted]Etihad.comThe National Airline of the United ArabEmirates

Consumer

Response:

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]

Thanks for the response,Just to inform you that we are four people traveled and all the baggage have been delayed., Below are the itenary details1.[redacted]RESERVATION CODE [redacted] For 2 tickets and 1 Reservation has First 3 passengers in the above list and the 2nd reservation has the last person - My momMy Baggage File Reference Number - [redacted] ; [redacted].Also, Our luggage arrived on [redacted] in Seattle ;So requesting you please look in to the compensation properly - 4 Passengers and 3 days baggage got delayed - 120 * 4 = 480$Thanks Again[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]To whom it may concern,Thank you for your correspondence regarding the concerns for [redacted]. Our Baggage claim department has advised that the bags were delivered on the [redacted] March 2015, and the Mishandled Baggage Report reference [redacted] which is associated with the booking reference [redacted], reflects three guests.That said, we are unable to comply with the guest request for additional financial compensation and our offered of USD$40.00 per person per day in the total amount of USD 120.00, remains unchanged should the guest wish to avail. We thank you for the opportunity to review the concerns. Sincerely, [redacted] Guest Relations Officer Etihad Airways[redacted]Fax: + [redacted]Etihad.comThe National Airline of the United Arab Emirates

Consumer

Response:

At this time, I have not been contacted by Etihad Airways regarding complaint ID [redacted].I have sent them clearly reg the Itinerary details of my mother and mine. Initially they agreed to pay 120$ and they were supposed to pay 160$ towards the delay as we were 4 people traveled., so if they can help us in confirming that they would Compensate 160$ then the case would get resolved. Please help me in getting the case to get resolved.Sincerely,[redacted]

Review: My ssister in law travelled from India to US via etihad airways on 06/**. The airline lost her baggage. She does not have any backup clothing to wear. We filed a complaint with the airline at the airport. They gave as a lost baggage reference number. [redacted]. We called the airline again today to check status. They are now asking us to call a number in Abu Dhabi, UAE, to track the status. This is unacceptable for us to spend money to call an international number to rack something which is the airlines' responsibility. Also we need a solution to the baggage problem. She does not have any clothing on her and also does not have any money to spend on buying new clothes.Desired Settlement: 1. Airline should call us with the status instead of us calling an international number 2. Need an update on the status of the baggage 3. Need the baggage delivered ASAP or Compensation to buy new clothes.

Business

Response:

Dear M[redacted],

Thank you for your letter to the Revdex.com, on behalf of your family member, [redacted], which has been referred to Etlhad. A copy of this response will also be sent to Revdex.com.

I was disappointed to learn that [redacted] did not receive her luggage upon arrival at JFK airport.

A Mishandled Baggage Report was created on arrival, [redacted] by our Baggage services team. Reports reflect the luggage was received on ** June and I wish to apologise for the inconvenience caused.

In general, whenever we Write to Guests It is because expectations have not been met, and we do try to recover the situation as best we can, and ensure that corrective actions are taken.

Whilst I cannot excuse or explain the shortfall in service described, l apologise for leaving you both with such a poor impression of our services.

I wish to enquire, if [redacted] accrued any additional expenditure due to the delay, please may I request copies of the receipts for the expenses, so that we can arrange for reimbursement for those which are applicable?

Despite the best efforts of our airport and baggage handling staff, baggage Is occasionally mishandled. That said, J sincerely hope that you can put this experience to one side and that [redacted] will continue to travel with Etihad Airways In the future.

I look forward to your response by return with the requested documents.

Yours sincerely,

Review: I booked a flight through [redacted] from Washington DC to Ahmedabad, India on October [redacted] 2015 to travel on [redacted] November via Etihad airline. ([redacted] booking number [redacted]-###-###-####; Airline reference # [redacted]) . While booking this ticket, [redacted] website offered multiple choices with different pricing. I selected a flight where the last flight from Mumbai to Ahmedabad was schedule to depart from Mumbai at 6:40 AM on [redacted] November even though it cost more. All the legs of my travel were confirmed via their email of [redacted] October.

On November [redacted], I received an email from [redacted] informing me that there are some changes in flight - and the change involved Mumbai - Ahmedabad leg of the flight which will now depart at 10:45 AM instead of 6:40. No reason was given for such change, but as usual, I presumed that the 6:40 AM flight may have been cancelled. However, I immediately contacted Etihad Airline and the representative told me that it was my agent who requested the change. I checked if the 6:40 flight has been cancelled / changed on their website. But to my surprise, that file was "sold out".

I therefore called [redacted] on [redacted] to understand the reasons for change and with a request to put me back in the morning flight. Due to heavy volume of calls, I had set up the automatic reply back. The system did call me back but I could not hear the agent voice clearly. Agent asked my phone number and informed me that he will call me back. I did not receive call. After 2/3 other calls to [redacted], one of the agents informed me that she will escalate the issue to supervisor with some communication in 24 hours. I received an email today intimating that airline cannot authorize reinstatement because ticket has been reissued.

I contacted Etihad to understand the situation. They informed me again today that the change was initiated by my agent and I have to talk to them to make changes. On my specific question as to why this change was made and whether there was any communication from Airline to [redacted] about that specific flight, the agent repeatedly told me that it was travel agent who changed the flight and I should contact them to make any changes. I contacted [redacted] again. The agent told me that one of their Supervisors had contacted Airline and repeated the same answer given in email today morning. I also asked her to make conference call so that we three parties can talk and figure out the resolution. She refused to do any such call. On confronting that airline says that there was no communication about schedule change, she insisted that airline controls ticket and disconnected the phone.

In such situation, I as customer is now left with mercy of Airline and Travel Agent and feel cheated by them. I will appreciate if you can help me restore my reservation to original schedule either through [redacted] or through Etihad. For your quick reference, contact #s are as under.

[redacted]: ###-###-####

Etihad:###-###-####

I have also filed similar complaint for [redacted] so that you can take action against both and find out root cause of such change.Desired Settlement: I would prefer that my original booking is restored. However, since I have limited time before my travel begins, I highly doubt that it will be done through this process. In that case, I would request a reasonable compensation (inconvenience of waiting at air port, even after paying higher for morning flight; loss of my precious time that I would otherwise have spent with my 90 year old mother)

Consumer

Response:

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