Etihad Airways

03 October 2015Dear [redacted] Thank you for your response. It is naturally disappointing that we have been unable to respond to you in a way that meets your expectations. Our sole intention when corresponding is to address their individual concerns and seek a solution to the problems experienced, wherever possible. I would like to advise you that all correspondence received are investigated prior to responding to the guests and your is no exception.I would like to reiterate that your flight from Abu Dhabi was booked to capacity as a result of which we were unable to accept you to travel with us that day. If 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 check-in deadlines, We provide denied boarding compensation to our guests. Denied Boarding compensation of USD$300.00 and USD$150.00 each were provided to you and your family at the Airport and you both were rerouted on the first available alternate flight, with Etihad to San Francisco and onwards to Dallas. As we are not there to witness the events that take place, and therefore, rely upon relevant documentation to assist us to formulate our responses. I appreciate that the situation was far from ideal, and whilst We do not undermine in any Way the disappointment undoubtedly caused, we can only apologise for the inconvenience described.Thank you for Writing. Sincerely,Genevieve A. Guest Relations

Your reference: ***Our ref: *** September 2016Via electronic mail to Revdex.com at ***To whom it may concern,Thank you for your correspondence regarding the concerns of *** * ***.We have investigated the issues identified and are now
in a position to respond accordingly. I understand that ** *** has concerns with the excess baggage amount that he was charged at Dallas AirportPlease allow me to explain that our guests free baggage allowances 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 Class may carry one bag weighing up to kilos with dimensions cm (x x 21)Please visit our website for detailed information on baggage allowances and excess baggage. 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 fee. We thank you for the opportunity to review the concerns for *** * ***.
Sincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I appreciate the response from Etihad My only request to them is to consider the fact that both compensations (travel vouchers) and the miles do not add reflect value/compensation to me for pains that me and my family went through Please note I had a child with fever and Etihad station manager in HYD and in Abu Dhabi failed to understand our situation Let me help with why I am not able to accept your offerThe travel vouchers are only valid for year and my only option to take Etihad from the U.Sis when we travel to India which is typically every yrs Therefore, IF I even considered Etihad after this extremely difficult experience the vouchers would have expired when I have the first opportunity to use them
Similarly the miles in itself does not provide a free ticket which means I now have to accrue more miles by traveling Etihad and again my only opportunity is travel to India every couple of years so it will probably be several years before we can gain any benefit from those milesMy bigger issue with your offer is that we all know that vouchers (non-cashable and miles) do not cost the airline much anything and on top of that Etihad is looking for more of my business and making it look like they are compensating me for my pains I am sorry but an airline treated us poorly knowing very well the situation with my sick child and ignored our situation I am sure you as a consumer would feel my anxiety accepting your airline offerI again confirm that this incident in now way was our fault We spent over hrs making this trip when it was suppose to be a hr trip Etihad Station Manager in HYD promised us that our flights are confirmed which turned out to be a statement and the station manager at Abu Dhabi failed to help I also lost $in tickets from LAX to Phoenix as I had to book the route twice due to changes in Etihad flightsTo close this issue my request is that Etihad provides Cash for the same value as the vouchers, i.e$for each adult and $for each minor It is a small price but I want to make sure it drives a conversation on change within Etihad Customer Service departmentAppreciate you listening to me***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Dear Revdex.com,
Please see the mail belowDespite their saying in the mail below, Etihad never came back with any resolution on the matterIt has been more than months and there is nobody from their team has approached me with the resolution of the conflictPlease help re-open the case as the matter is not solved
Regards,
***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Your reference: *** Our ref: ***
'Etihad Altis Text', sans-serif;">** September Via electronic mail to Revdex.com at ***g To whom it may concern, Thank you for your correspondence regarding the concerns of *** ***We have investigated the issues identified and are now in a position to respond accordingly I understand that ** *** concerns are with being offloaded for his flight to Chicago Our records indicate that ** *** reported late at the gate and was therefore offloadedWe thank you for the opportunity to review the concerns for *** ***Sincerely, GadiL*** Etihad Guest Relations

Date ** *** ***Revdex.com Ref: ***Our reference: (Original Case Reference: ***/ New Case Reference: ***) Dear ** ***,Thank you for your email with regards to
the concerns of ** *** * ***.Our baggage policy for the North American sectors is based on the piece conceptWe offer an allowance of pieces of checked luggage, kilos each, and one item as cabin baggage not weighing more than kilos for our guests travelling in Coral Economy ClassAdditionally, guests are allowed to carry a laptop bag, consisting of one laptop and respective accessoriesFull details of Etihad Airways baggage policy and excess baggage charges are available on our website; www.etihadairways.comBaggage over and above the free baggage allowance is subject to an excess charge that is paid prior to departure, if the baggage is to travel as planned.After extensive investigations I have been advised by our *** *** *** that an excess above the free baggage allowance was charged and collected from ** *** to the total sum of USD via the receipt # *** on the *** of February 2015, at Mumbai International Airport.Subsequently and due to the flight delay of EYto Los Angeles, operational decisions was taken to reroute the guest on the nearest flight to San FranciscoWe are happy to reimburse the additional incurred as advised via the case # ***, upon receiving the applicable receipt.I hope this clarifies the concerns. Sincerely, *** *** *** *** ***Etihad Airways

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, 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 onPlease 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 seatsThe airlines never got back to me after multiple attemptsOne 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 chargedIts as simple as thatYou cannot change or add on extra conditions to what you make customers signAll 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,
*** ***
** *** *** ***

Dear *** ***,
"">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,
*** *** *** ***
*** ***

Your reference: *** Our ref: ***
Text", sans-serif">** September Via electronic mail to Revdex.com at *** Dear *** ***, Thank you for your correspondence regarding the concerns of *** *** We have investigated the issues identified and are now in a position to respond accordinglyI understand that ** *** and his family were affected by the overbooking of their flight to Los AngelesThis affected their ongoing flights and the overbooking meant they were not able to travel as you had planned** *** and his family each received travel vouchers (USDfor the adults and USDfor the kids) ; these vouchers are non-cashable however it is valid for one year from the date it was issuedThey can use the Voucher when booking travel, at anEtihad Sales Officenearest to them presenting the Voucher numberWe also offered ** *** 10,Etihad Guest miles as a gesture of goodwill, when he wrote to us under the reference number We thank you for the opportunity to review the concerns for *** *** Sincerely, *** *** Etihad Guest Relations

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Dear *** ***,
Thank you for your letter to the Revdex.com, which has been referred to EtihadA copy of this response will also be sent to Revdex.com
We apologise for the delay you have experienced whilst travelling with us from Chicago to Abu Dhabi on ** June Our flight EYin this instance was delayed for minutes in Chicago due to operational reasons and arrived into Abu Dhabi with a delay of hour and minutes, resulting which you missed your onward connection to BangaloreYou were rerouted to travel to Jaipur via MumbaiThis was the first available flight to complete your journey with minimum disruption
We also regret that you experienced delay on your return flight as well from Bengaluru to Abu Dhabi, which departed with a delay of minutes arriving into Abu Dhabi with a delay of hour and minutes, causing misconnection on your onward flight to Chicago, and your were rebooked to travel the next day
As a purely goodwill gesture we had offered you and your family members, who travelled 25,Etihad Guest miles eachThese miles can be utilised towards future Etihad flights and/or any of the 6000+ rewards available on the Etihad Guest Reward Shop
The offered miles also do have a cash value as they can now be transferred to Points Pay and can be redeemed in store and online at over million merchants worldwide.
With regards to your claim regarding delayed bagged, a Property Irregularity Report was created under *** *** and your bags (pieces) were subsequently delivered to you the next day on ** June You were also offered an interim relief payment in the amount of USDduring the temporary absence of your baggage
Our Corporate policy entitles our Coral Economy Class guests who are non-residents in the country of destination to an amount of USD40/- per day for a maximum of up to three days if the bag is not foundThis is for their immediate emergency requirements and applies only when the entire guest’s checked in bags do not make it on the same flight
I apologise for any disappointment caused and thank you once again for writing and for giving us this opportunity to respond to your concerns
Yours sincerely,
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Revdex.com:
At this time, I have not been contacted by Etihad Airways regarding complaint ID ***
Sincerely,
*** ***

At this time, I have been contacted directly by Etihad Airways regarding complaint ID ***, however my complaint has NOT been resolved because:
A representative from the business contacted me and told me that they are looking into it the complaint and will come back to meIt has been three months since then and I have not heard anything else from the business.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, 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.*** *** ***2.*** *** *** ***4*** ***RESERVATION CODE *** *** For tickets and Reservation has First passengers in the above list and the 2nd reservation has the last person - My momMy Baggage File Reference Number - *** ; ***.Also, Our luggage arrived on *** in Seattle ;So requesting you please look in to the compensation properly - Passengers and days baggage got delayed - * = 480$Thanks Again***
***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
This is what makes me so Disappointed, an Airline with such a Big name and whom I considered to have Honest Employees have nothing but FABRICATING LIESIt has taken almost an ENTIRE YEAR but all I have received is different stories at different timeI have NEVER Had this problem with any other Airlines and I FLY extensivelyNow to the Point of what " Genevieve Alder " so called Investigation states: He states he did an Investigation and also other Investigations that were done Prior ( case reference *** and *** )Please see the attach Documents I am enclosing --> You will observe THERE WERE NO CHANGES MADE FROM ECONOMY TO BUSINESS CLASSThis is an ABSOLUTE LIEHowever it is now expected from the people who have led this investigationAn Airline employee can even see the ORIGINAL flight and its class of service YET to JUSTIFY this TAX they are now MAKING UP things that we changed LAST MINUTE from ECONOMY to BUSINESSHe states we paid PKR 2,000, which is like paying $dollars yet we have been saying the ETIHAD REP made my WIFE ( *** *** ) and MY Mother in Law ( *** *** ) pay $( $Per Person )However What I loved more was prior they would say I had paid PKR 6,than changed their mind and said we only Paid PKR 2,They DID NOT PROVIDE US with ANY RECEIPTWe are not DISPUTING the validity of TAX we are DISPUTING the AMOUNT WE WERE CHARGED !!! But Let's say Etihad says its Government TAX of PKR 6,why would they accept PKR 2,When we asked about Credit Card Machine, the Agent stated its not working however it is my UNDERSTANDING that Etihad could have provided a MANUAL Credit Transaction or even Online Like any other International Airlines would have as a BackupThe Whole Point is, You state we changed our Class of Service last minute and thus leading to a TAXAbsolutely FalseYou state The tax now is PKR 10,( I dont care what it is now ) what Matters is YOU NEVER investigated the fact we had to PAY $dollars But what does not make sense is WHY would ANYONE take LESS TAX as you state it was PKR 6,yet we SUPPOSEDLY Paid PKR 2,000. This Airline and its Employees are not being TRUTHFUL and it makes me WONDER how many others could have been taken advantage off and not come forward because many people from those regions usually just pay and are to afraid of complaining and I am sure those WHO did complain went no where because If I have been given 3-different stories throughout this Entire DEAL and NO REAL Response shows that someone needs to INVESTIGATE this AIRLINE and its EMPLOYEES. Please HELP Me get my REFUND from the FRAUD my Family was Victim off
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***

Your reference: ***Our ref: *** December 2014Via electronic mail to Revdex.com at ***Dear Dispute Resolution,Thank you for your correspondence regarding the concerns for *** ***.We have investigated the issues identified and are now in a position to respond accordingly.Our review of the case confirmed that my colleagues at our Baggage Services Department in New York have been in touch with ** *** and have since resolved the matter by agreeing to refund the amount of 89USD for the damage of his baggage.We thank you for the opportunity to review the concerns for *** ***.Sincerely,*** *** *** *** Etihad Airways *** *** ***
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*** and welcome
Thank you for emailing Etihad AirwaysIt’s good to hear from you
Please bear with us while we look into your feedbackWe 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

Revdex.com reference ***
DOT reference: ***
Text', sans-serif;">Our reference: *** *** * ***
Date ** March 2016
Via electronic mail to Revdex.com at ***
To whom it may concern,
Thank you for your correspondence regarding the concerns for ** *** ***
I have reviewed the concerns described and our investigation reveals that the case was handled and addressed accordingly on a number of occasions
That said, I would like to take this opportunity to advise that guests may carry one piece as cabin baggage with maximum dimensions of 115cm including the handles, pockets and wheels and not weighing more than 7kg.This is in keeping with the Federal Aviation Administration interline regulations
Full details of Etihad Airways policy on baggage permitted are available on our website; ***
As such, and In light of the foregoing we draw this case to a conclusion and we thank you for the opportunity to review the concerns
Sincerely,
*** ***
Guest Relations Officer
Etihad Airways
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The National Airline of the United Arab Emirates

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

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sans-serif;"> Thank you for your correspondence regarding the concerns for ** *** *** *** I have reviewed the concerns described and our investigation reveals that the case was handled and addressed by both Etihad Airways and Jet AirwaysIn accordance with our codeshare flight alliance policies and regulations, the operating carrier takes full responsibility for the passenger claim As Jet Airways was the initial operating carrier from Delhi to Abu Dhabi flight *** on the ** March 2016, they would be in the best position to address the concerns you have raised In recognition of her value to Etihad and as a measure of goodwill, Ms Love was offered 20,Etihad Guest Miles via the case under reference ***I note that she was also offered 3,Jet Privilege Miles by Jet AirwaysMiles The Etihad Guest miles can be utilised towards future Etihad flights and/or any of the 6000+ rewards available on the Etihad Guest Reward Shop *** Guests may also choose to convert their miles to points or virtual credit with Points Pay which can be used anywhere that accepts *** card, both online and in stores; over million different optionsThis is available exclusively to Etihad Guests and can be accessed via the website at *** We thank you for the opportunity to review the concerns Sincerely, Mohamed K*** Guest Relations Officer *** ***
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*** *** *** Email: *** ***The National Airline of the United Arab Emirates

Revdex.com Ref: ***Our ref:***Date: ** September ,2015 Via electronic mail to Revdex.com at *** Dear Sir/ Madam, Thank you for your correspondence regarding the concerns for **
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***. 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 inI can imagine how unsettling this was forour guest On investigation, I understand that he has been liaising with ourBaggage Claims Department under case ***,who have received the claim, which is currently beinginvestigated, reviewed and will be responded to. Thank you for writing. Sincerely, Genevieve A*** Guest RelationsEtihad AirwaysEtihad Airways *** *** *** ***Muneera Development Area** *** *** * *** ** ***Abu Dhabi - United Arab Emirates ***The National Airline of the United Arab Emirates