Etihad Airways

Review: I am writing regarding reservation [redacted]. I just called the Etihad Airways and spoke with Jose at about 11.15 am on 11/*/2015. My brother who is flying tomorrow can not fly as he is admitted in the hospital due to medical emergency. I wanted to see if we could get a refund or cancel and waive the cancellation fee in the future due to exasperating circumstances. Jose was rude and would not speak with me and consider the condition. He would not let me speak with the manager. He continuously interrupted what I had to say and put the phone down in middle of a conversation. We all fly etihad often and this has never been an experience. He even threatened me to cancel the ticket so that we would loose all money. I think as airlines you all should be more respectful to conditions and circumstances. It's really disappointing when we have to deal with such individuals. I think my brother definitely deserves a refund and I would like an apology for Jose's behavior. As a customer agent at least have the courtsey and so some empathy. The right thing if etihad corporate can't teach you would be to ask if my brother was ok, could we do anything to help, let me speak to the manager if we can help you in this situation. It's 2015 and we deal with such conglomerates who have no idea to improve their outcomes.Desired Settlement: Refund of the ticket fees.

Consumer

Response:

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

Review: I booked etihad flight from jaipur (India) to JFK/new york and return from jfk to jaipur for my parents. due to some change in plan; I had to cancel return ticket and etihad promised to return around $500 for both return tickets. They said it will take 4-6 weeks. (canellation date - 7/**)

I have been calling to etihad since a few months now (called around 6 times). each time they say that they have sent an email to refund department for the issue. and no response from previous emails from them.

I have requested them to send me an email about cancellation or complain number or issue number ... but they said they don't provide any such emails/numbers.

I need help in getting the legitimate/promised refund from etihad.

Thank you!Desired Settlement: I need help in getting the legitimate/promised refund from etihad.

Review: Re: Two return tickets from Chicago, USA to Cairo, Egypt on Etihad airways, UAE on 7/**/13 and arrival on 7/**/13 for** and **. Reservation code: [redacted] Ticket number: [redacted] & [redacted] Issue date: June **, 2012 Initial travel date: 07/**/2012 (start date for the ticket validity) Dear Customer service Revdex.com, We would like to discuss our complaint and hope you can help us in reaching a resolution. We have requested Etihad Airways to help us out due to the current situation and travel ban advisory to Egypt until it is safe to fly. However, they would not cooperate and we ended up wasting our tickets. Our request was based on extraordinary circumstances “force majeure” and accordingly should not be considered or dealt with as every day request. • We have made numerous contacts by phone and later by email and phone to Etihad Airways both nationally and internationally starting June, 2013. All of these exchanged communications were made prior to the departure date of 7/**/13 to give Etihad airways enough time to make a sound and proper decision. • Few days prior to 7/**/2013, Etihad Airways call centers, reassured us that the validity of the tickets will be extended till November, 2013 pending further approval to allow us to travel at a later date when it is safer. • We continually asked to get a confirmation before the travel date to allow us to take a proper action timely and before the tickets expire on July **, 2013 and every time the answer was we are looking into that and most likely the ticket validity will be extended. • During our email communications, Etihad airways, initially did not accept the idea that it was not safe to travel to Egypt, then they asked us to provide any governmental travel ban warnings to Egypt. We provided the USA, Canada, and UK warnings as examples. Many countries have put a travel ban to Egypt and many airlines cancelled their fights to Egypt. • On the travel date, 07/**/2013, prior to the scheduled travel time, we called to follow up as per their request, and we were told to cancel our tickets to avoid the “no show” penalty pending their approval to extend the validity of the tickets till November, 2013. • With several exchanged emails and confirmation that they are looking into the matter, they only replied on 7/**/2013 after our planned travel date 07/**/2013, and when the tickets expired with apologies and refusal to accommodate this situation. By listing all the above, I hope you can get a good picture of our situation hoping for a prompt and adequate resolution by either extending the validity of the tickets till November 2013, refunding the value of the return ticket, or recommending an alternative solution . Please note that we are elder people. Copies of the email communications are available if needed. We would like to thank you for accepting to review our case and trying to resolve it. Sincerely, ** & **Desired Settlement: Either extending the validity of the tickets till November 2013, refunding the value of the return ticket, or recommending an alternative solution .

Review: I am writing for my parents [redacted] and [redacted] went to the [redacted] ( [redacted] Airport in India on April ** to check in and board their plane by Etihad airways to Chicago Reservation Code [redacted] which was ticketed in Dec 2014. Once they were in the airport they were told that their flight left on April ** despite the fact that they were holding the reservation for April [redacted] by business class. My parents are in their late 70's and late 60's. Luckily my wife was travelling on another flight to USA found this irresponsible behaviour from Etihad staff. She had to talk with the Etihad staff and they have change their reservation to a different flight. They were told to come after a few hours so that they can travel to [redacted] to SFO rather than to Chicago. They have also given connection by AA reservation code PFNKYD from SFO to ORD.

Their final destination is OMAHA (OMA) and I have a reservation by United airlines from Chicago to Omaha on April [redacted] by United Airlines and the confirmation is [redacted] for my parents as well as for myself and the confirmation is [redacted]. They are in their elderly age and cannot take the stress of change and unscheduled destinations.

Now All this issue have given me mental stress. I took off from my work on april [redacted] to go to ORD and receive my parent from Chicago and accompany them to Omaha to reduce their stress of changing plane in ORD. According to the change in resrvation they are arriving through SFO to ORD on April [redacted] . This would also waist my one round trip reservation for me from OMA to ORD and one way trip for my parents from ORD to OMA.

I thing this has cause my parents and myself financial loss and mental agony. Loss of pay from taking off on additional day as well as loss of money from connecting airlines, and an apology from CEO of etihad airlinesDesired Settlement: I need compensation for my united airlines ticket changes or if cancelled for new tickets. I need compensation for Loss of pay on additional day off my work. I also need compensation for all the mental stress family went through this ordeal.

Consumer

Response:

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

Review: I arrived for my flight from Bangalore to San Francisco via Abu Dhabi 2 hrs before the scheduled departure as per procedure for international flights. As e-boarding passes are not available for international flights, I needed to pick up my ticket from the Etihad Airways counter. The counter was, unfortunately, completely empty and unstaffed and without a boarding pass I was unable to proceed past security and get on my flight. I called Etihad who tried to get in touch with a gate agent to no avail. When the agents returned to the Etihad counter, I asked them for my options and they advised me to call Etihad, which I did. The agent I spoke to advised me to buy a ticket for the next flight to Abu Dhabi and they would refund my unused portion of the ticket. I did so but was never refunded.Desired Settlement: I would like a refund for the Bangalore to Abu Dhabi leg of my original ticket.

Business

Response:

Your reference: [redacted] Our ref: [redacted] February 2016 Via electronic mail to Revdex.com at [redacted] Dear [redacted], Thank you for your correspondence regarding the concerns for [redacted]. We have investigated the issues identified and are now in a position to respond accordingly. Our review of the case confirmed [redacted] was a no show for the [redacted] on ** October 2015. With regards to his ticket issue, [redacted] would have to contact his travel agent as his travel gent issued his ticket. We thank you for the opportunity to review the concerns for Michael Chou. Sincerely, [redacted] Etihad Guest Relations

Review: I purchased an airline ticket from India to the U.S. I was refused my boarding pass at the airport even though I had paid, had a flight confirmation, had checked in for the flight, and had all required documentation. I was forced to purchase another ticket for te same flight and same seats. I was charged 500 dollars for this ticket. I contacted Etihad for a refund and was told there is no department and no person to give me the refund. I was referred to an email address only.Desired Settlement: I would like a refund of the charges and an apology from Etihad. I was coerced into purchasing a second ticket due to their staff issues.

Consumer

Response:

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

Review: On February [redacted] 2014 I purchased an airline ticket for my mother [redacted] online via Etihad.com

Ticket Number: [redacted]

Purchase Date: Feb [redacted] 2014

Travel Date: April [redacted] 2014

DEL -- AUH -- JFK

The ticket price was $942.06

In addition to that ticket, I booked extended leg room seats for an additional $150.75. I had also requested wheelchair assist for my mother since the India Airport requires a long walk to get to the plane and she can benefit from the service while travelling alone.

At some point a representative told me that since she is "old" they may not let her sit in the extended leg room seat given that its an emergency exit. No where in the disclaimer does it say that an old person cannot sit in those seats; and if this is the rule I asked them to refund that amount and I can pick a different seat.

Etihad did not refund that amount and they did not allow her to sit on the seats that they charged $150 for. I disputed the amount, however, Chase (my credit card company) states that Etihad will not honor the request since they allowed her to take the flight and that satisfies the contract agreed upon. They also said that according to terms and condition (some fine print) the attendant deemed [redacted] as medically unfit to take that seat.Desired Settlement: I would like Etihad to either refund the amount ($150) since they did not allow my mother to sit on the bought seat. I had called teh airlines multiple times and emailed them without getting any response from their department.

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], and have determined that my complaint has NOT been resolved because:

Etihad reached out with an elaborate letter explaining that their terms and conditions have a all inclusive condition which open it up to any interpretation that the airline can determine and add on. Please note their response email attached as well as the terms and condition below:

The terms and condition that they make us click "Agree" upon states:

- Not have any condition which may prevent you from performing the duties listed above.

In Etihads response; they opened up "Any Condition" and added all possibe clauses; including "AGE" to it.

-Not have any condition (be it a consequence of age, frailty, injury, physical or psychological disability, mobility, vision or hearing impairment, sickness, injury or anything else) which may prevent you from performing the duties listed above.

On booking the tickets, the airline knew the age of the passenger so was the extended leg room seat offered to get some extra cash from us? Also, if these were exit seats, why were they not called out as such? Airlines should NOT be charging for such seats; instead they should be offered to the most capable passenger instead of people who can pay more!!

Regardless I called teh airlines and emailed them multiple times to confirm that my mother (age **) can sit on these seats that I purchased since I had a feeling that these would be emergency exit seats. The airlines never got back to me after multiple attempts. One gentlemen told me that he cannot change the ticket since Etihad never refunds any money they get.

I humbly request that the airline refunds the amount when they refuse to provide service for what they have charged. Its as simple as that. You cannot change or add on extra conditions to what you make customers sign. All conditions should be EXPLICITLY listed in your terms and condition and you should not had the option to add on to it at the end.

You charge me and do not provide me with service so refund teh money charged!

Sincerely,

Review: I booked 3 tickets from Chicago to Cairo Egypt from the website of Etihad Airways and I chose Economy Freedom tickets which are fully refundable with 0% deduction as advised on the website. I also added one extra baggage for the ticket of my wife. I also called their hotline and asked about the refundable charges and the customer service confirmed 0% deduction and 100% refund in case of cancellation of tickets.

I cancelled the tickets around 5 days before flight and their customer service changed their words and deducted $215.

I am listing below the tickets, payment, refunded amount and balance:

ETIHAD AIRWAYS RESERVATION CODE: [redacted] paid $1,413.20 + $140 extra bag, received 1,388.20, shortage is $165

[redacted] paid $1,142.20, received $1,117.20, shortage $25

[redacted] paid $1,142.20, received $1,117.20, shortage $25

Total missing/required money is $165+$25+$25 = $215

mainly because Etihad did not say this at the time of buying the tickets they don't have the right for any deduction and they should comply with the purchase agreement.Desired Settlement: Refund of amount of $215 deducted

Review: RE: FILE REF: [redacted] After over 10 months of calling the following amount was approved by Etihad London Baggage Claim Dept. for the damaged suitcase on a flight from Abu Dhabi to London. They have instructed Etihad [redacted] Office to make the payment, however, it is being ignored by Etihad US Office in [redacted]. Kindly, help to resolve this.

________________________________________________________________________________...⇄ />
RE: FILE REF: [redacted] Good Morning [redacted],

We are happy to reimburse you the GBP143.10 for the bag that was purchased.

I will forward your file onto the US for them to make the payment into your local bank account.

Kind Regards,

Etihad Airways

Room [redacted],

Northeast Building, [redacted] Email: [redacted]Desired Settlement: Receive the promised refund of GBP 143.10 wire transferred in to my Bank of America Account. The account detail will be provided to Etihad upon request.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Etihad Airways has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I travelled from Los Angeles to [redacted] through Etihad Airlines on 10/**/2015. I checked in 3 baggage and I lost all 3 baggage which is worth of 3000 dollars. All 3 baggage did not reached my destination airport. I had paid 330 dollars for the excess baggage that money also loss to me.

Following are the actions taken to track my package, nobody from Etihad airways has any clue about my baggage.

[1] I had contacted Etihad airways at [redacted] airport location, they said I will get an update in couple of days. It’s been 3 days, I did not receive any updates.

[2] I had contact 24 hour customer service @ ###-###-####, I was explaining my problem to the customer representation for more than 30 mins, and he did not know how to handle this situation. He just gave simple answer, only [redacted] airport location can help on this. I am already in touch with [redacted] airport location, but no use as of now. Outbound call time to 24 hrs customer service is: 10/**/2015 1:50 PM (PST).

[3] Tried reaching baggage department at Los Angeles location, nobody available to answer my call.

After all above, still I do not have any information about my baggage. I hope, Revdex.com.org can help to retrieve my baggage.Desired Settlement: I would like to get my all 3 baggages. Airways should work on it and send my package to India address.

[OR]

If above not possible, I need a refund for the all 3 baggages which is worth of 3000 dollars.

Review: I ordered a round trip ticket from Etihad on Feb [redacted] 2015 on their website going from Kuwait to The Philippines and back. On the Website for the original portion of the ticket I purchased it where there was no refund but for the return portion of the ticket I made sure to select to have it refundable as I foresaw potential issues on the coming back. She flew out on the [redacted] of March and as foreseen she will not be ready to return on the [redacted] when the return portion was. When I called to have the ticket changed it would have ended up costing more to get her ticket changed to another date then it would be to buy another flight outright. I have since then sent an email to just have the ticket canceled and the price refunded. They told me that I am not able to refund the ticket and have to pay a 50 dollar no show charge. I called and explained the situation and they then tell me that when buying a round trip ticket that apparently they go by the cheapest portion of the tickets rules. I was never made aware of this on their website this is baiting and switching and a terrible business practice. I have gone ahead and canceled the ticket and had the privilege to pay to cancel the ticket.

Ticket number [redacted]Desired Settlement: I want the return portion of the ticket refunded as it should have been. Email correspondence is best.

Consumer

Response:

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

Review: Dear Sir/Madam,

I flew Etihad Airways from San Francisco to Hyderabad last month (ticket number: [redacted]) - Jan [redacted] to be exact. I had the worst ever experience the last two months trying to deal with the airlines to compensate me for two things - damaged bag, delayed bag (delayed for 48 hours). The airlines misplaced my baggage that I needed for my conference and returned it to me two days after I landed in Hyderabad. On top of that, the airlines damaged my other bag.

The airlines promised me $60 a day ($120 for two days) for delayed baggage as I flew business class. I sent pictures of my damaged bag. Initially, they said they will compensate me for the delayed baggage but said they won't do it for damaged baggage. I told them the bag is unusable because the cloth was actually torn and sent them pictures once again. Then they came back to me and said they will pay me for the damaged bad and asked for the price, dimensions. Then they came back and said they won't pay me. Then they said they won't pay me for delayed baggage and will pay me only for damaged baggage. I have called the customer service at Hyderabad that handles baggage claims at least 10 times the past month. I have spent more money calling them from India and US than what they want to even give me. It is almost 45 days and I still have not gotten a single dollar from Etihad. They are unresponsive to emails and they treat customers like a piece of dirt. I am shocked, disappointed and appalled at the way a customer has been treated by this airline. I am really not sure what to do except to write a review and ask for justice.Desired Settlement: I want $120 for the delayed baggage, compensation for my damaged baggage (or replace my bag) and credit for the way they treated me, for my phone charges.

Business

Response:

Revdex.com Reference [redacted] Our Reference: [redacted] Date: [redacted] Via electronic mail to Revdex.com at [redacted] Dear Mr Sarmiento, Thank you for your correspondence regarding the concerns for [redacted]. I have reviewed the concerns described and our investigation reveals that our Baggage Team in Hyderabad are in contact with [redacted] directly. That said, we have also asked our San Franciscoteam to contact and request the relevant documents to enable them to resolve the claim under reference [redacted]. We thank you for the opportunity to review the concerns. Sincerely, Mohamed K[redacted] Guest Relations Officer [redacted]