Etihad Airways

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
It looks like the company did not care about my messageIt looks like they just ignored me all together
Regards,
*** ***

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:
I spoke with Etihad on Friday 9/**/to find they're claims department had supposedly listed the claim as paid by wire transfer to my account on 9/*/and yet the money never cameI informed them of this, and they told me they would look into it and email meAs 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 mePer request I then emailed them and included documentation from my account showing no deposit from the range in which they had supposedly paid meAfter over months of dealing with this my patience has grown thinA response saying they are investigating is woefully insufficientThanks for your assistance.*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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10pt; font-f*y: 'Etihad Altis Book', sans-serif;">To whom it may concern,
Thank you for your e-mail regarding the concerns for *** *** *** ***Our investigation reveals that our Baggage Team are in contact with *** directly and they are waiting for her response to resolve the claim reference ***We thank you for the opportunity to review the concernsSincerely,
Mohamed K***
Guest Relations Officer
Etihad Airways
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Dear ** *** ***
Thank you for your correspondence regarding
the concerns for ** *** ***We
have investigated ** *** concerns and have responded to him
with the below.We
thank you for the opportunity to review the concerns for ** ***.Sincerely,GadiL***Etihad Guest Relations*** *** ***
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** December Via electronic mail to Denton
*** ** ***Dear ** ***,Thank you for your e-mail and
for your letter to the Revdex.com, which has been referred to
EtihadA copy of this response will also be sent to Revdex.com.I understand that that your
concerns are regarding our staff not accepting you for the flight EYon **
November 2015.After investigation our
records indicates that you arrived check in counters 13:40LTAs 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,Gadi
L***Etihad
Guest Relations

*** *** 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 luggages
But 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 gentleman
This same hand luggage our mom brought from India days back without any problem in the same airline
So 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 store
We 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 *** 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 voice
We 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 mom
This is the first time ever an airline staff threatening the passenger that he "will see at the gate"*** *** We managed to get the full name of this Etihad employee, his name is Keith *** (last name must have spelling mistake)This drama took place between 12:and 12:(EST) noon on Tuesday 3rd May at Terminal of Toronto Pearson Airport at Etihad counter
We 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 Etihad
We will NEVER again think of travelling in this airline

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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 baggage claim reference *** *** was finalize and accept by the guest with a final settlement amount of USD 189.89.Please find enclosed a copy of the release and indemnity forum signed by ** *** ***, on the *** of October 2015.We thank you for the opportunity to review the concerns.Sincerely,Mohamed K*** Guest Relations OfficerEtihad Airways*** *** *** *** *** *
*** *** *** *** *** *** *** ***Fax: + *** * *** ***The National Airline of the United Arab Emirates

*** *** 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 luggages
But 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 gentleman
This same hand luggage our mom brought from India days back without any problem in the same airline
So 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 store
We 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 *** 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 voice
We 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 mom
This is the first time ever an airline staff threatening the passenger that he "will see at the gate"*** *** We managed to get the full name of this Etihad employee, his name is Keith *** (last name must have spelling mistake)This drama took place between 12:and 12:(EST) noon on Tuesday 3rd May at Terminal of Toronto Pearson Airport at Etihad counter
We 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 Etihad
We will NEVER again think of travelling in this airline

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]
Etihad Airways emailed me about this case I responded back to their emails and I'm yet to hear from them regarding compensation for the stolen items Thus, unfortunately, this case is still not resolved
Thanks,
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have attached a photocopy of the receipts as mentioned for reimbursementAs I understand, I am to be reimbursed for the baggage fees incurred upon my flight with UnitedI'm unclear as to whether Etihad will issue reimbursement for the fees incurred while checking in for my flight at Bombay International AirportTo reiterate, I feel entitled to this reimbursement since I had spoken to Etihad customer service twice and was given incorrect informationIf I am to also be reimbursed for the fees incurred in Bombay International Airport, I find this resolution satisfactory
Sincerely,
*** ***

Revdex.com Reference *** Our Reference: ***
"">Date: ** *** *** Via electronic mail to Revdex.com at *** Dear Mr Sarmiento, Thank you for your correspondence regarding the concerns for ** *** ***I have reviewed the concerns described and our investigation reveals that our Baggage Team in Hyderabad are in contact with ** *** directlyThat said, we have also asked our San Franciscoteam to contact and request the relevant documents to enable them to resolve the claim under reference ***We thank you for the opportunity to review the concernsSincerely, Mohamed K*** Guest Relations Officer *** ***
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*** ** *** ***To whom it may concern, I have reviewed the concerns described and would like to take this opportunity to respond accordingly.Occasionally we have to make changes to our published schedules for
operational reasonsThe possibility that flight times and other factorscan change is highlighted on our website and in our email confirmation of bookings.It is our policy to keep these to a minimum so as to avoid disruption to our customers and also to notify all those passengers affected. That said, our investigation reveals that on the ** April, an email with the seat assignment and revised flight itinerary was sent to the guest via the email address ***.We thank you for the opportunity to review the concerns.Sincerely,*** ***
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The National Airline of the United Arab Emirates

Our guest has expressed
concern regarding your booking for travel from New York to Abu Dhabi via Paris and Abu DhabiAs per your booking reference, ***, the flights that were selected by him require travel on one of our a codeshare partner airline as well as a connection in Paris to one of our own flightsThe fare you were offered for this booking was a mistake fare which we immediately withdrewSince the fare paid was incorrect, our code sharing partner has refused to perform the carriage at the fare paidEtihad has nevertheless decided to honor the mistake fare and therefore has to make changes to accommodate the passengers on our flightsSince we have a direct flight to Abu Dhabi on the same date, we have accommodated you on the direct Etihad Airways flight at no additional cost to you Accordingly we had rebooked him on a more convenient flight option where he would travel directly from New York to Abu Dhabi and returnHe was notified of the new itineraryUnfortunately we are unable to reinstate his original flights due to the reasons mentioned above nor can we compensate him for alternative travel arrangements since the internal flight booking was not combined with his reservation with Etihad That said, having reviewed both tickets, I note that the same has been processed for a refund on the ** February,2015.Guest will need to liaise with his travel agent who will assist him with the of the same Thank you for writing Sincerely, *** ***
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Revdex.com Ref: ***Our ref: ***Date: ** August ,2015 Via electronic mail to Revdex.com at *** Dear ** ***, Thank you for your correspondence regarding the
concerns for ** ***
*** Having reviewed your concerns, Iregret to read that on arrival at his final destination, his checkedbags had not arrived in the same condition as checked inI can imagine how unsettling this was for ourguest On investigation, I understand that he has been liaising with ourBaggage Claims Department under case ***, who investigating and reviewing his concerns and haveresponded to him on the same. Thank you for writing and for this opportunity to clarify theconcerns Sincerely,
*** *** Guest RelationsEtihad AirwaysEtihad Airways Centre (*** *** ***Muneera Development AreaAl Raha East - Shati Al RahaAbu Dhabi - United Arab Emirates ***The National Airline of the United Arab Emirates

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 have replied to *** *** on the Ethiad email that he used (***) - Unfortunately, I have not heard back from him on this reply of mine I had sent this reply to him on Feb-**-Hello *** ***,
Thanks for taking the time to respond to this caseI wish to clarify certain things with this complaint:
The passenger was carrying a bag of kg and the sum total of the cabin bag dimensions was cm (13.5inches = 34.29cm, inches = 17.78cm, inches = 52.07cm)This includes the handles pockets wheels as you mention
Now, take a close look at what you have written "Guests may carry one piece as cabin baggage with maximum dimensions of115cm (40x50x21)"
there is a flaw there in calculating the total. Please note + + adds up to and not 115. Why should the passenger be made to pay for this error?
it could have very well been the case that the Etihad gate agent got tripped up because of this mathematical errorIn this case, the passenger carry on bag was cm (sum total of all dimensions)
Here is my view: Mistakes do happen and in this case probably the Etihad gate agent got it wrong and penalized many passengers like thisI just find it sad that Etihad refuses to acknowledge that a mistake has happened in this case and wants to put the blame on the passengerI request you to please have a look at this case in an objective manner and at the very minimum, provide a refund of USD for the agony inflictedThanks,
***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

October 2015Dear ** ***Thank you for your response.It is naturally disappointing that we have been unable to respond to you in a way that meets your expectationsOur 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 dayIf 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 guests.Denied Boarding compensation of USD$and USD$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 responsesI 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

Revdex.com reference *** Our
reference: *** Date ** May To whom it may concern, Thank you for your correspondence regarding the concerns for ** *** ***I have reviewed the concerns described and would like to take this opportunity to advice that the changes to mileage program were communicated to all our Guests in the monthly newsletterThe information was disseminated well in advance in order to enable all our Guests to redeem their unused miles before its expiry dateAs such and as per the Terms & Conditions of the Etihad frequent flyer programme, we are unable to comply with ** *** request to reinstate the expired miles for the Etihad Guest Number ***We thank you for the opportunity to review the concernsSincerely, Mohamed K*** Guest Relations Officer *** ***
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23 August, 2015Dear [redacted],Thank you for your correspondence regarding the concerns for [redacted].Having read the details, I can understand how unsettling the event you have described must have been for our guests family, [redacted] and [redacted], whilst being booked to travel with...

us from Abu Dhabi to Dallas on 09 august,2015.As you are already aware, on arrival at the check-in counters at Abu Dhabi Airport, the flight was full. All airlines overbook flights to cover for the no show factor this is evaluated on a daily basis. Unfortunately, sometimes the majority of our guests arrive and denied boarding occurs. 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. In the event of denied boarding, we offer compensation and reroute our guests on an alternative flight if possible or the next available Etihad flight. Such seems to be the situation on this occasion.That said, I note that our guests were provided with the Denied Boarding compensation of USDS300.00 and USD$150.00 each whilst at the Airport. Additionally, they were both rerouted on the first available alternate flight, with Etihad to San Francisco and onwards to Dallas.The Denied Boarding voucher is only redeemable on Etihad Services. It 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 cash. The 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 Office. May 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 liked. It was inconvenient and unpleasant and I am sorry that our guests were caught up in this situation.We thank you for this opportunity to review to the concerns.Sincerely,Genevieve A.Guest Relations

At this time, I have been contacted directly by Etihad Airways regarding complaint ID [redacted], however my complaint has NOT been resolved because:
"margin: 0in 0in 10pt;" class="MsoNormal">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]

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