Etihad Airways

Revdex.com Ref: [redacted]Our ref: [redacted]Date: **July ,2015 Via electronic mail to Revdex.com at [redacted] Dear Sir/ Madam, Thank you for your correspondence regardingthe concerns for **...

[redacted]. Having reviewed your concerns, I note that hebooked to travel with us from [redacted] to [redacted]. At a later time, within24hrs of making the booking, he decided to cancel the same. On contacting our Global contact center, Iregret to read the shortfall of service experienced. As he is already aware, itis clear that the guest is based in the USA and the booking has been made fromthere, a full refund of the booking is applicable, if cancelled  with in 24 hours of making the originalbooking. That said, I  have now been made awarethat  our staff from the contact centerhas been liaising with the guest directly and on his confirmation, his booking[redacted] remains unchanged and  confirmedfor him to travel as below. [redacted]                               ...⇄ ETIHAD GUEST *                                       �...⇄ /> [redacted]  [redacted]  [redacted]  
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[redacted]  We are not insensitive to our guests concernsand we appreciate you taking the time and trouble to write to us and offeringfeedback andproviding us  with an opportunity to clarify our position. Only by receiving such feedback will we be aware of wherewe are getting things right, and where there is room for improvement.  Thank you for writing and we look forward towelcoming our guest onboard Etihad in the near future. Yours sincerely, Genevieve A[redacted]    Guest RelationsEtihad AirwaysEtihad Airways Centre [redacted]
[redacted]
[redacted] etihad.comThe National Airline of the United Arab Emirates

Revdex.com:As Etihad seems not capable of finishing the job with a similar flight replacement.  They did not take an initiative to settle the mess they have brought to me.  I booked my flight in Emirates and refund my tickets from Etihad on 12/*/2015 instead....

 Etihad is really not responsible in any means.  They just shred the liability on Aegean airlines.  Its a shame.  I just don't want this company have anything related to my trip.
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]
[redacted]So far no  explanation has been offered on why the best price promise claim submitted for [redacted] was denied. While no investigation results on why the claim has been denied has been provided to Revdex.com or me, the business keeps just misdirecting this thread by making irrelevant statements like "The results of our investigaton remains unchanged" and referring unnecessarily about the refund for my [redacted] ticket which is not what this complaint is about. I need a detailed explanation on -1. Why my claim was denied despite every due diligence done on my part. 2. Why Etihad customer service mislead me into booking a higher price ticket on Etihad.com. I'd like to make it very clear to Etihad that I am not willing to accept dead end statements that offer no explanation again. Please help arbitrate.Regards[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:

Please email me all correspondence between us so that I can seek other means to further this case of fraud. I thank Revdex.com for trying to do its best to find a solution to my case. Please email me or contact me so I can provide you with a mailing address you can physically mail it if needed. Thank You
 
 
 
 
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:

[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 1 hour of booking the ticket )was [redacted] (booked on Feb **). It was not a cancelled ticket. So none of the content in Etihad's email is valid. Please have Etihad re-evaluate the case.We did have a ticket under [redacted] (booked on Feb**) and cancelled it as stated by the responder here. But [redacted] is not what the best price promise claim was associated with. I'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 1 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 refund. My ticket ([redacted]) was booked on Fri, Feb **, 2015 at 3:52 PMThe best price promise claim (Ref # [redacted] ) was submitted Fri, Feb **, 2015 at 4:10 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]

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]
Although as per business response, I received email from etihad airways, I have not yet received the reimbursement amount.I am not sure at this point when I'll be getting the check. Until that I can't say that the complaint is resolved. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted]   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]
[redacted]
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Revdex.com Reference [redacted] Our Reference: [redacted]
10pt; font-f[redacted]y: 'Etihad Altis Text', sans-serif; color: rgb(0, 0, 0);">Date: ** February 2016 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 winter storm Jonas caused significant disruption to flights in and out of the North-eastern Seaboard of the United States, on the ** January 2016. As such, an operational decision was taken to rebook [redacted] from his original flight [redacted] and to accommodate him to the following flight to Washington, on the ** January 2016. Subsequently and voluntarily, [redacted] decided to contact our Global Contact Center to redirect his final flight destination from Washington to New York, on the ** January. Based on the knowledge and acceptance of the transportation responsibility at the time of the amendment to the booking under reference [redacted], we are unable to comply with [redacted] request to reimburse the additional expenses incurred to transport himself to Washington from New York. We thank you for the opportunity to review the concerns. Sincerely, Mohamed K[redacted] Guest Relations Officer Etihad Airways [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 was told by CBP they will not be seizing the bags but just the restricted items which is rice in this case. The other items are pickles and spices which are not perishables and can be stored for few months. How can my bags be perishable? I paid nearly $225 for each of the suitcases.
I need you to prove that the bags were seized by CBP and show me the evidence. How do I know it was not lost by your personnel like the other bag?
 
  
 
 
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:

[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 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]
 
 
 Since the business is requesting time to investigate my issue, I do not consider this a resolution.  I am waiting for Etihad to return my money.  As I emailed them before, I will take a check mailed to me, since doing an international money transfer has been a challenge for them.  Thank you. [redacted] 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
[redacted]
[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 confirmation. Depending 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 carrying. Guests travelling in Economy Classmay carry one bag weighing up to 7 kilos with dimensions 115 cm (40 x 50 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 check-in or the gate. The sizers enable us to avoid confusion about hand baggage measurements. We use a scale or gauge to check the weight and size of hand baggage. Guests 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 [redacted]. Sincerely,     Gadija L[redacted] Etihad Guest Relations

Revdex.com:
At this time, I have not been contacted by Etihad Airways regarding complaint ID [redacted].
I tried to send email asking for the update however looks like email id is no longer valid...

-Received below message -Delivery to the following recipient failed permanently:
     [redacted]
Technical details of permanent failure:
[redacted] tried to deliver your message, but it was rejected by the server for the recipient domain [redacted]. [[redacted]].
The error that the other server returned was:
[redacted] Address rejected.
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,
Etihad Airways Guest Affairs
Etihad Airways
The national airline of the United Arab Emirates

[redacted]
 
[redacted]           Via electronic mail to [redacted] at [redacted]Dear [redacted],Thank you for your letter to the U.S. Revdex.com , which has been referred to Etihad. A copy of this response will also be sent to DOT.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] 
[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:
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:
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 accommodation. I had been made stand in the lounge for 16 hours without any facilities provided. I 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]

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

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