Etihad Airways

23 August, 2015
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 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

Dear Guest, According to our finance department the deposit has been made. Kindly check with your bank.
[redacted]
Our apologies but as we explained before all the contents were disposed  by CBP since they were perishable and we have limited liability including the bag that the items were in.  Thanks, John I[redacted] Baggage Services JFK Etihad Airways[redacted] [redacted]

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[redacted]To whom it may concern,I have reviewed the concerns described and would like to take this opportunity to respond accordingly.You have raised quires...

regarding the validity of the ticket and its use.In line with our Terms and Conditions of Carriage which are available on our website for your reference:“PERIOD OF VALIDITYExcept as otherwise provided in the Ticket, in these Conditions, or in applicable Tariffs (which may limit the validity of a ticket, in which case the limitation will be shown on the Ticket), a Ticket is valid for: one year from the date of issue, if completely unused; or subject to the first travel occurring within one year from the date of issue, one year from the date of first travel under the Ticket.”Since the first travel date /outbound from Dammam to Washington connecting via Abu Dhabi International Airport was utilised on the ** April 2014, the tickets was valid only until ** April 2015..As such, we are unable to comply with the guest request to permit travel or refund an expired document.We thank you for the opportunity to review the concerns.Sincerely,[redacted] 
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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]
 in response to Etihad airways claims that my parents got to the counter in Amman late I would like to say this is a big lie. My parents were there at 8:00 AM, three hours before their flight leaves.  My dad always careful about this kind of things. Also, I attached a screen shot of my phone bill showing that I was calling NY office before the flight. Note that the time is in San Francisco, CA time. That's before their flight. I called the, because they said they overbook the flight and they have no place for my family because they are NOT US citizens. priority is for US citizens!! you can check my phone bill and compare the times with my family flight time and if I called them 3 or 4 hours before their flight this means that we learned that they can get on the plane 3 to 4 hours before their flights leave. So if my family wasn't at the check in counter 3 to 4 hours early then how did we know?!! Also, they are admitting that they gave us $200 voucher for each one of them but they didn't honor it because our first flight was with American Airlines. This is so absurd on so many levels. First of all we booked the flight with Etihad Airways. My credit card shows Etihad airways not any other airline or website. second of all, American Airlines collected luggage fees from my family when they left on the way back to Amman and that fees was going to Etihad Airways. American airlines are affiliated with Etihad airways and if they don't want to accept Etihad Voucher then it's Etihad Airways problem and either make American Airlines honor those vouchers or give us our money back. I paid Etihad Airways when I booked the ticket. If the first flight to LAX was operated with American Airlines then this is not my problem. They know that first flight was with American Airlines and if they know American Airlines doesn't accept their voucher then why they did give us these vouchers. I also attached a pic of an email I received from San Francisco Office shows how we can redeem these vouchers and how much each on them is worth. It means that they only manipulate their customers by waiting for the last minute before telling them such a thing that their vouchers wont be accepted! Each associate has a full detail of my family flight. How come they missed all of that information? Also, the extra fees to re-book my family another flight because they spent so much time dealing with American Airlines was charged to my credit card and they also didn't accept these vouchers, even though it was through them. It's really sad that after all of this horrible service from them and yet they still don't want to compensate me for all the pain and suffering me and my family went through. After admitting with all their mistakes, yet, they refused to compensate me.I request that you review the documents I'm providing and compare Etihad Numbers and the time and you can tell how were they lying to me and to the Revdex.com. I still demand my compensation in fullYour understanding is much appreciated[redacted] 
 
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]
 I actually disagree with the response provided and I have attached the latest email I got after a month and only after filing a complaint with you for your review. I have provided all the info they has asked and waiting for their response. There is nothing pending from my side.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[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,
[redacted]
[redacted]
[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:

it does not address what Etihad representatives told me about my ticket.  Etihad had previously assured me on the phone that my open ticket would be valid for a year from the date of the "RETURN".
 
 
 
 
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 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]

sans-serif;">[redacted]        
[redacted] Dear[redacted],  Thank you for your letter to the New York Revdex.com (Revdex.com), which has been referred to Etihad. A copy of this response will also be sent to Revdex.com. I have reviewed the concerns described and would like to take this opportunity to respond accordingly.  Guests may carry one piece as cabin baggage with maximum dimensions of 115cm (40x50x21) including the handles, pockets and wheels and not weighing more than 7kg.This is in keeping with the Federal Aviation Administration interline regulations.   I hope you can appreciate that all guests have to abide with the baggage policy.   Full details of Etihad Airways policy on baggage permitted are available on our website; [redacted].  We thank you for the opportunity to review the concerns. Sincerely, Mohamed K[redacted] Guest Relations Officer Etihad Airways New Airport Road, Khalifa City A P.O. Box: 35566, Abu Dhabi, United Arab Emirates Fax:[redacted] Etihad.com The National Airline of the United Arab Emirates

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 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,
[redacted]

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]...

[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

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 a standard answer, of course I do not accept this as resolution.  I would like my specific issues addressed.  However, I received on Dec. ** a refund for my tickets after months of trying.  I do not consider this as resolved, because I want both an apology and to be compensated for the more than 100 miles I was forced to travel and more than 10 hours I had to spend on the phone to get this resolved.  With any other airline I have been able to handle these matters online or by telephone; only with Etihad have I been treated in this way, and I want to know why I have been discriminated against in this way.  
 
 
 
 
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].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:

I hope that you receive a response that actually accepts responsibility.  I received a very courteous response, which basically told me to talk to [redacted] since they are my travel agent.  Now that I speak to them, they tell me I have to hang on and wait for Etihad to respond, since Etihad has to process the refund.  In the mean time, I have been waiting to get my refund since May [redacted]; with no hope in sight.  I am copying you my most recent message to Etihad, which should have a trail that includes their response to me.  I am just fed up, and this is ruining my ability to plan my vacation which start in 3 weeks!  Until I receive my money back, and am compensated for my loss of use of my money, I will not be satisfied. thank you for your assistance in this matter. [redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]Our ref: [redacted]Date: ** August ,2015 [redacted] Dear [redacted], Thank you for your correspondence regarding the concerns for **...

[redacted] Having reviewed his concerns, Iregret to read that on arrival at his final destination, Cohin Airport, and can imagine how unsettlingthis was. Reportsindicate that a Property Irregularity Report was created on arrival, by our Baggage servicesteam and tracing messages were sent to the respective stations. I doapologise for the delay, however reports reflect that his bag was delivered tothe guest within a few days. From our guests correspondence, I note thathe has been liaising with our Baggage Claims Department under case [redacted], whoare currently investigating and reviewing his concerns and will respond tohim  directly. Thank you for writing and for this opportunity to clarify theconcerns Sincerely, Genevieve A[redacted]    Guest RelationsEtihad AirwaysEtihad Airways [redacted]The National Airline of the United Arab Emirates

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'Trebuchet MS', sans-serif;">Dear Sir / Madame, Thank you for your correspondence.   We are now in the process of investigating the file.  Once we have concluded our investigation a member of our team will contact you further.    We appreciate your patience and understanding.   Yours sincerely, [redacted] Guest Relations [redacted]
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[redacted] Dear [redacted], Thank you for your correspondence regarding the concerns for [redacted]. Having reviewed his booking reference [redacted], I am now in a position to clarify the concerns. I note our guest booked through a travel agent to journey with American Airlines, [redacted] on ** December, 2014 from San Jose to Los Angeles and onwards with Etihad via Abu Dhabi to Ahmadabad. From his correspondence I understand that the American Airline flight was delayed and they were rerouted to travel with another carrier to connect to their Etihad flight EY170 from Los Angeles. However on arrival at the check in counter, they were advised that due to operational reasons, this flight was also delayed. On being made aware of the likelihood of their misconnection for their onward flight from Abu Dhabi to Ahmadabad, they were rerouted to travel on the first available alternate flight, with Jet Airways to Ahmadabad via Mumbai. Upon his arrival into Mumbai he was advised by Jet Airways that their flight was overbooked.  Tis was not reflecting in the system when we rerouted him and confirmed his connections.  We expect our partner carriers to interact with our customers efficiently and empathetically. We regret any inconvenience he may have experienced.  We do not like to hear that their staff have been perceived as unprofessional or unhelpful. Considering the circumstances, they should have been more proactive and informative whilst assisting our guests.  Turning to their checked bags not arriving with them at their final destination, as previous  advised, in accordance with the Interline Baggage Handling agreement, the airline who is the final carrier of the passenger takes full responsibility for the passenger claim, regardless of which airline is ultimately responsible for the mishandling. This system simply avoids confusion, duplication of tracing efforts and duplicate claims. As Jet Airways carried you to your destination, any claim will need to be processed through them as per the Airline Industry Regulations.  We appreciate that the conditions they experienced were not ideal, although completely beyond our control, and therefore as a gesture of goodwill, (under case ref:[redacted]) 15,000 Etihad Guest miles have already been credited to their individual accounts with us.  Whilst we do not undermine the inconvenience caused please allow me to explain that we do not offer complimentary miles as a matter of course, and the offer cited in the previous correspondence, is considered a generous one, and one that we are unable to improve upon.  Additionally, I note that our guest are looking to refund their tickets and having reviewed the same, as it was originally booked through a travel agent and the amendments were made through them, we are unable to view their tickets and as that they kindly liaise directly with the agent for further assistance. Disruptions are inconvenient and unpleasant and I am sorry that they both were caught up in these situations and that their travel plans were inevitably affected.  I hope that this experience has not permanently marred their impression of our service and hope that they will afford us another opportunity to demonstrate our service commitment both, on ground and in the air.  Sincerely, [redacted] [redacted]  
 
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Revdex.com:
At this time, my complaint, ID [redacted] regarding Etihad Airways has been resolved.
(By clicking "OK", your complaint will be closed as...

Resolved.)
Sincerely,
[redacted]