Etihad Airways

Revdex.com Ref: [redacted] Our ref: [redacted] Date: [redacted] *** Viaelectronic mail to Revdex.com at [redacted] Dear Sir/ Madam, Thankyou for your correspondence regarding the concerns for ** [redacted] ,Having reviewed his concerns, I note that you booked through atravel agent to journey with us, under reference [redacted] and ticket number, [redacted] At a later date he decided to cancel this booking and as an exception, a full refund of this non refundable ticket wasofferedI understand that he has been liaising with his travel agent and areyet to received the same On investigation, I would like to clarify that and the refundprocess was initiated by his travel agent on the **April,for ticket [redacted] Etihad completed the process on [redacted] May,for theamount USD$For further clarification, please liaise with his travelagentThank you for writing and I hope the above clarifies yourconcernsSincerely, [redacted] [redacted] *** [redacted] [redacted]

[redacted] 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 Global Service Fees (GSF) is a mandatory service charge applicable when changes or refunds are requestedThis information is available on our website and can be viewed by visiting the following link; [redacted] We thank you for the opportunity to review the concernsSincerely, [redacted]

[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] ’s journey was disrupted by American Airlines and they rerouted him We have confirmed that [redacted] had not used his purchased upgrade for his flight from Abu Dhabi to Hyderbad and have therefore arranged for the same to be refundedThis process may take up to days We thank you for the opportunity to review the concerns for [redacted] Sincerely, GadiL [redacted] Etihad Guest Relations

August, Dear [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 occasionThat 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 DallasThe 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 situationWe thank you for this opportunity to review to the concernsSincerely, Genevieve AGuest Relations

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 mentioned, I was compelled to take a flight to New York instead of Washington DC as Etihad Airways had not made any arrangements for my stay in Abu Dhabi which includes hotel accommodationI had been made stand in the lounge for hours without any facilities providedI reject the explanation given by Etihad Airways [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] There is a misunderstanding here The booking reference on which we travelled and for which we submitted the best price promise claim (with all the required proof like web address and screenshot within hour of booking the ticket )was [redacted] (booked on Feb **)It was not a cancelled ticketSo none of the content in Etihad's email is validPlease have Etihad re-evaluate the case.We did have a ticket under [redacted] (booked on Feb**) and cancelled it as stated by the responder hereBut [redacted] is not what the best price promise claim was associated withI'm attaching the itinerary for both [redacted] (Cancelled and not associated with best price promise claim) and [redacted] (with which we submitted a best price promise claim within hour of booking the ticket)I'd like to state again here that we booked the [redacted] ticket online for a higher price ONLY after a Etihad customer service agent assured us on the phone that the 3rd party website is indeed displaying a lower fare for the same itinerary and our best price promise claim would qualify for refundMy ticket ( [redacted] ) was booked on Fri, Feb **, at 3:PMThe best price promise claim (Ref # [redacted] ) was submitted Fri, Feb **, at 4:PM (with all required documentation).Please have Etihad review this case again.Thanks [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Your reference: [redacted] Via electronic mail to Revdex.com at [redacted] Dear [redacted] **, Thank you for your correspondence regarding the concerns of [redacted] *** We have investigated the issues identified and are now in a position to respond accordingly I understand that [redacted] are concerns are with obtaining a visa to enter the United Arab Emirates Our “Disclaimer” on our website clearly states that “Guests desirous of being sponsored for a visa by Etihad Airways should be holing a valid ticket issued b Etihad Airways and booked to travel on Etihad Airways”Though [redacted] is booked to travel on Etihad Airways, he has mentioned that he’s ticket was issued by American AirlinesMore information may be obtained on our website on the following link; [redacted] We thank you for the opportunity to review the concerns of [redacted] *** Sincerely, GadiL [redacted] Etihad Guest Relations

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: Airlines have rejected the requested for reimbursing the expenses 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] I was issued a refund, but other aspects of my complaint have not been addressed, nor what I received any written or email from them about being compensated for the time and money I spent in trying to receive the refund owed me.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: Please email me all correspondence between us so that I can seek other means to further this case of fraudI thank Revdex.com for trying to do its best to find a solution to my casePlease email me or contact me so I can provide you with a mailing address you can physically mail it if neededThank You In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

[redacted] Altis Text', sans-serif;">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 guests free baggage allowance for checked and hand baggage are shown on their flight confirmationDepending on where their journey begins and ends, the free baggage allowance is based on the weight of their baggage or the number of pieces they are carryingGuests travelling in Economy Classmay carry one bag weighing up to kilos with dimensions cm (x x 21)Please visit our website for detailed information on [redacted] and [redacted] Accommodating our guests’ hand baggage can be difficult, especially on busy flights, so we frequently asks guests to weigh their bags or place them in the “sizer” located at cheor the gateThe sizers enable us to avoid confusion about hand baggage measurementsWe use a scale or gauge to check the weight and size of hand baggageGuests whose bags are too large or too heavy may choose to repack their bags, check their bags, or pay the applicable feeWe thank you for the opportunity to review the concerns for [redacted] Sincerely, GadiL [redacted] Etihad Guest Relations

We were threatened, being partial and went through severe harassment by Etihad staff when we went to Toronto Pearson International Airport Terminal to drop off my mother who was travelling to India via Abu Dhabi in Etihad AirwaysWe went to the Etihad counter and the gentleman who was there wanted to inspect the hand luggage and requested us to drop the hand luggage in that box to make sure it meets the requirements, when we put the luggage horizontally it fits in, and when we put vertical the wheels were coming out, therefore he refused to give us the tag, this tag would enable the passenger to take the hand luggage inside - this is totally new to us, there was no such "tag" policy for hand luggagesBut to our surprise, there were few others before and after us having the exact same size of the hand luggage were allowed BUT we were rejected by this gentlemanThis same hand luggage our mom brought from India days back without any problem in the same airlineSo when we went to drop off cheluggage at the counter he shouted at us and said "I am the one who is going to be at the gate and I will not allow you" in a loud threatening voiceWe asked the lady at the counter if we could chethe hand luggage as it was only 6KG which is lower than maximum allowed, but she said $charge, asked if we could talk to the supervisor and she pointed out to a person standing there and when we went to speak to him, he said that gentleman was his superior and he cannot do anything and the only option was to buy a new luggage from the close by storeWe went and spoke to this gentleman and asked why he allows other passengers who were having the exact same hand luggage but refusing us, at this moment he became aggressive and without any explanation he said "NO YOU CANNOT" in a rude manner Then we wanted to know his name, his name tag shows "KEITH" and we asked for his last name / id number, he was pretending to be showing the id, but hiding half way through so that we would not see his id number, he became more aggressive and was about to manhandle my uncle to confiscate the boarding pass which we got at the time of dropping off the cheluggageThen we shouted "DONT TOUCH" when he was approaching my uncle to impound the boarding passHe threatened us and said I will see you at the gate and see if you are boarding today in a threatening loud voiceWe were terrified at his actions and lost the peace of mind and wondering what would happen at the gate or in the flight to our momThis is the first time ever an airline staff threatening the passenger that he "will see at the gate"We were intimidated, threatened, verbally harassed and being partial in full view of the other passengersWe managed to get the full name of this Etihad employee, his name is Keith Anthony B [redacted] (last name must have spelling mistake)This drama took place between 12:and 12:(EST) noon on Tuesday [redacted] May at Terminal of Toronto Pearson Airport at Etihad counterWe have travelled many a time before in Etihad as well as other airlines and went through so many European/Asian and North American/Carribean airports and we never had to deal with any aggressive airline employees like thisThis was strange and horribleThis is the first experience in our life in the airport and that also in Toronto airport by a managerial staff of a well known airline EtihadWe will NEVER again think of travelling in this airline

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, [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: I am sorry but I am not able to accept Etihad's response to this issue I am extremely surprised at their response to resolve a situation that was entirely their fault with overbooked flights I have fairly tried to explain my position where I am not able to use their coupons or the miles Please publish this case to your portal for other consumers to learn from it I will pursue outside legal options with Etihad Appreciate your help Best 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: 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 soFinally (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 companyI demand to be reimbursed my ticket fair as promisedI am absolutely disgusted with Etihad's dishonesty and poor customer serviceThey have robbed me of nearly $ In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Your reference: [redacted] Our ref: [redacted] Text', sans-serif;"> [redacted] February 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 [redacted] October 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 ChouSincerely, [redacted] Etihad Guest Relations

At this time, I have been contacted directly by Etihad Airways regarding my complaint filed with the Department of Transportation but not my complaint filed with Revdex.comThey sent an email acknowledging the receipt of my complaint However, I have heard nothing furtherThanks, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

At this time, I have been contacted directly by Etihad Airways regarding complaint ID [redacted] , however my complaint has NOT been resolved because: The business contacted me but have not given me a fair compensationThey were offering me $which a lot less than the expense that occurred for meI will never fly Etihad airways again 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: Etihad Airways has sent me a standard template answer. Clearly they did not read the initial complaint because I CLEARLY stated my questions to then. Their "one size fits all" standard answer is not acceptable, and I refuse to let this resolve in this manner. Etihad Airways has treated their customers unfairly, and they need to own up to their actions. 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: [We have not received the email from airlines. Also why did airlines send to us on the day of travel to [redacted] ?the airline seems to be bluffing about the issue. If they had found the issue, why did they rebook the tickets for [redacted] April saying it's their mistake. Last not the least and most of the emails/ calls were not answered. This is first business that I see who doesn't deal with the customer directly with a phone number. I need the refund of the tickets and nothing can substitute lost time and portent event] In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]