Etihad Airways

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.com. They sent an email acknowledging the receipt of my complaint.  However, I have heard nothing further. Thanks,[redacted] 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] Dear [redacted]...

[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.   I understand that [redacted]’s concerns were with the Etihad Guest bonus miles promotion. Our records indicate that the miles have now been added to [redacted]’s Etihad Guest account. We thank you for the opportunity to review the concerns for [redacted]. Sincerely,     Gadija L[redacted] Etihad Guest Relations

Revdex.com Ref:[redacted]Our ref: [redacted]Date: ** March,2015 Viaelectronic mail to Revdex.com at [redacted] Dear [redacted], Thank you for your correspondence regarding the concerns for [redacted]...

[redacted] Having read the comments, I can understandhow unsettling the events described must have been for our guests whiletravelling with us from Pakistan to Abu Dhabi. On investigation, I am now in a position to clarify your concerns. The guests were booked under reference [redacted], totravel with us from [redacted] to Abu Dhabi in Economy Class. However on approaching the airport, they decided to upgradeto travel with us in Business Class. At this time, the check-in staff  advised the guests of the  difference of PKR 6320.00 towards the  changes. Reports indicate that,  initially the guest refused to pay increasedamount and  at a later time, they agreedto pay RG tax only.  Howeveras there was a problem with the  creditcard machine  at the airport, guests paidPKR 2000.00 in cash. The payment was collected and they were provided with a receipt for the same. The differenceof the amount not paid by guest was debited from Etihad by the Government ofPakistan.Taking this opportunity, I would like to clarify that since both Guests were travelling in business class, their original taxpaid was PKR6840.00 and increased tax amount was now PKR 10,000.00 per ticket,a difference of PKR 3160 per ticket, (total: PKR 6320) was to be collected ontheir departure from Lahore. It appears that effective [redacted] July 2014, the Government ofPakistan has enhanced an additional tax on passengers travelling out ofPakistan, on any  carrier in Economy/ Economy Plus & Business/ FirstClass. This additional collection will be applicable on all tickets issued fortravel on/after [redacted] July 2014. In light of the above, we are unable to comply with their request for reimbursement. I note that the same has previously been advised ourguest under our case reference [redacted]and [redacted]. We understand that thissituation was far from ideal, and can only apologise to the guests for anyinconvenience this may have caused them. Thankyou for writing. Sincerely, [redacted]    [redacted]
 
[redacted]

I tavelled Nov 27 PHL /ORD/AUH With reservation(AUH/PHL) Record Locator XNSCEW,Arrival AUh on NOV 28 ,

than AUH/ RUH on 28 NOV Booking Ref EYZCKC,

I am on a business trip to Riyadh , with my bag missing , The bag did not arrive in AUH , I made a Delayed Baggage File , Ref , AUHEY 94408
4 days now , no info on my bag ,

I have to buy clothes and shoes and utilizes to live here in Riyadh , my home is Mi, USA,
I need kind compensation and my bag as sson as possible,
you claim to be the best airline in the world , what a service no compensation, no news on my bag.

I need this matter to be resolved, I am told that Etihad did not pick my bag at ORD and left the bag at ORD .

somebody needs get back to me.
A. Jafry MD
jafryamna @gmail.com

Review: My brother [redacted] came to USA on a tour. He landed in San Francisco, CA. He lost his baggage. He went back to India after 14 days but he still hasn't received the baggage. He contacted Etihad office in India but was told that he already received the baggage but he hasn't. At this point he doesnt know what to do.

Consumer

Response:

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

Review: My wife and daughter flew from Chicago ORD for [redacted] on 5/**/14 on Flight # EY-150 with reservation # [redacted]. We went to airport way ahead of time to make sure we have enough time for check-in. The lady at counter last name [redacted], can’t think of her first name was very very rude and no smile and big time attitude issue. We had issue with one of the luggage during the handling and I asked her if she can give us wrap or tape so we make sure its safe during the transits. She rudely refuses and then finally I saw one gentleman at the counter and I asked him and he brought the plastic wrap and helped us covered the expose area of the luggage. She asked to show our carry-ons and we showed her the carry-ons and she weighted them at the scale. She also did not issue us the boarding passes from Abu Dubai to [redacted] and we asked and she said No, I won’t issue, go somewhere else. we went to counter at the jet-bridge and got the boarding pass issued. We we fine and kind of ignore her attitude and not taking care of of her issues professionally but when my family arrived inside the plane, and sat down and before like 20 mins prior to departure, she showed up with other people and she asked in front of the entire plane and crew members to show our carry-on- and she without asking us, removed lots of personal belonging and several expensive shoes. My wife and daughter called me from the plane and I can see tears and Embarrassment that had because of this lady who acted not unprofessionally but insulted my family in front of the passengers. I am been travelling for past 20 years for work and sometime every week for long time due to nature of the project. I never have seen this kind of Shameful act in my entire travel life.Desired Settlement: I want formal apology from higher management from the airline, I need to see some action taken against this employee and also I want compensation on the stuff she threw without asking us for explanation.

If this matte is not resolved, I am planning to go higher and very possible to Media.

Review: Hello,

This is in regard to my AUH-JFK-AUH-BEY flight in Diamond First!

I sent 3 separate emails, but I have yet to hear back from them.

1. My bag on the AUH-BEY flight is still missing as of this moment. (Etihad staff at BEY have been giving me the run around so far). Most of my belongings on that trip are in this bag.

I have made several calls and sent several emails, but haven't heard back from the baggage dept. in AUH. The Etihad staff in BEY stated that they would not deliver the bag to my home even if they locate it! I am currently far from the airport.

2. Food on my AUH-BEY flight had a piece of metal. The purser on the flight was made aware of the situation and she sent her own report. Picture is available upon request.

3. My reservation was downgraded for no apparent reason (I had to make several calls and chase some Etihad agents to fix it)

4. Some of the segments flown have not posted to my frequent flyer account.

5. Their E-Box mapping inflight system on the AUH-JFK flight did not work. The crew re-started it 3 times, but still didn't work. It was a 15 hour flight.

I am hopping that Revdex.com helps me out and forward this email to the appropriate department for a quick action.Desired Settlement: Locate my bag and deliver it to my current location.

Credit all missing miles.

Etihad needs to acknowledge the other 3 issues and offers some sort of resolution.

Consumer

Response:

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

Sincerely,

Review: Hi how are you doing this is my account that I found it and I can see that I had my miles on there that expired but I did not know how can my miles be expired but is there any possible way can I get it like a one time cursutoy those miles back to my account [redacted] that is my membership number if you need any other details please feel free to contact me at [redacted] at you earliest convince and plese give me the points this time I will greatly appreciate now I willl know how to use it and will used in within 2 year period so you could plese give me like a one time curtosey this miles back to me [redacted] is what is missing and show as expired from my account to credit my account backDesired Settlement: I NEED MY POINTS BACK INTO MY ACCOUNT [redacted] I DIDNT RECIVE ANY EMAIL NOR ANYTHING THAT MY POINTS WILL EXPIRE

I WANT MY POINT BACK [redacted]

Business

Response:

Revdex.com reference [redacted] Our reference: [redacted] Date ** May 2016 To whom it may concern, Thank you for your correspondence regarding the concerns for [redacted]. 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 newsletter. The information was disseminated well in advance in order to enable all our Guests to redeem their unused miles before its expiry date. As such and as per the Terms & Conditions of the Etihad frequent flyer programme, we are unable to comply with [redacted] request to reinstate the expired miles for the Etihad Guest Number [redacted]. We thank you for the opportunity to review the concerns. Sincerely, Mohamed K[redacted] Guest Relations Officer [redacted]

Consumer

Response:

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]

this is very inconnvicenct for me and very unporfessional becasue I never recvd any email or mail at my house stating that they are changeing thier policy and that how they will loose thier customer but they could have given me a one time credit to me to make their customer happy and they are very expensive on thier fares line

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: We purchased tickets from SJC to AMD and AMD to SFO. This purchase was paid for by credit card where the funds were being paid to ETIHAD AIRWAYS. Below is the narration that was provided to the airline. The airline says that we should contact American Airlines and that Etihad Airways is not responsible for the charges.

When we arrived at the San Jose airport, our American Airlines flight was late due to weather and we wereoffered by an American Airlines agent to board a 9:35 am Delta flight. We were promptly rebooked on the Delta flight and our luggage was checked through to Ahmedabad, India. We were informed that we will need to check in at the Etihad counter upon arrival in Los Angeles, USA and will receive boarding passes for the remainder of our journey at LAX. When we arrived at LAX and proceeded to the Etihad counter to request boarding passes for the remainder of our journey, we were informed that we had no such booking on the flight and that we could be accommodated the next day based on the print out my husband and I provided of our journey.

The Etihad agent at LAX, [redacted], informed us that it would take some time but it could be done. We waited patiently for 30 minutes only to be informed that our flight from AUH to AMD was cancelled and that we were rebooked on a flight from AUH to BOM to AMD. I paid for a flight that specifically takes me to AMD because I wanted immigration and customs in AMD. When I asked [redacted] if I could board the AUH to AMD route on a different day since this arrangement was made without consulting me the customer who paid for a specific flight route. She responded that could not be done. This is when the trip takes a bad turn for us because we received boarding passes for leg 2 and leg 3 of our now changed 4 leg journey. When we asked about boarding passes [redacted] happily assured us that we would received our final boarding passes at the Mumbai airport.

We were left with no choice but to proceed with the journey since we’re visiting our aging parents who cannot come visit us in the United States. When we arrived at the gate for our EY 170 flight we were informed that our flight was further delayed.

We asked the customer service agent at the gate if our luggage would be transferred in time since we were running later than the scheduled time and there was only 45 minutes between the two connections. We were assured that both the passengers and luggage would have enough time to transfer to the new flight.

When we landed in BOM, we waited almost 2 hours for our bags only to receive 2 our of the 4 checked bags. We were directed to a Jet Airways counter to file a missing luggage report and were assured that we would receive everything that we checked in without a doubt within 48 hours. We requested compensation for the missing luggage and they said that Etihad is responsible for transferring the luggage and that Jet Airways could do nothing for us at this time.

After being in transit for 40 hours, when we were only supposed to be in transit for 26 hours, we were frustrated and tired of hearing excuses from the various agents we had dealt with thus far. I wasn’t even informed who lost my luggage Etihad or Jet Airways. I’m not sure if my luggage was left behind in LAX or in AUH.

The final issue we faced which really showed us what illegal customer services should be was when we approached the Jet Airways Domestic Transfer customer service desk for our boarding passes from BOM to AMD which was clearly on our newly issued itinerary. We were clearly and unapologetically told “ You do not have a ticket, you have a reservation. Since we oversold this flight please go find your ticket number.” This was repeated to us by [redacted] the shift supervisor, [redacted] the reservation agent and [redacted] another reservation agent. In all of this, they seemed undisturbed about bringing us to our final destination. We proposed paying for new tickets so we could go home and thats when [redacted] started looking for tickets to AMD for us. He informed us that there were two premier class tickets on the 1:45 PM flight which is when we proposed that he should try and see if our reservation can be converted to tickets for the 1:45 PM flight. After his attempt we would be scheduled to arrive home 48 hours after starting our travel and 22 hours later than scheduled (note; Only our flight from LAX to AUH was delayed by 2.5 hours, yet we were stranded through no fault of our own for much longer than that!).

I understand that we purchased codeshare flights but I find it unacceptable after paying for my tickets to hear such an abusive response from Jet Airways agents who didn’t even recognize that Etihad is even a codeshare partner. When Etihad took my money 45 days prior to my flight, I expect a confirmed itinerary and seat in return. This is a fraudulent business practice and will be reported to the Revdex.com in the United States.

Since this was the second time we were told this statement it was becoming clear that we had been cheated when we thought we purchased the ticket but we only had a reservation.Desired Settlement: I would like a full refund for the airline ticket purchased and do not wish to fly this airline for my return journey.

Consumer

Response:

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.com. They sent an email acknowledging the receipt of my complaint. However, I have heard nothing further. Thanks,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[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]

Review: My wife and son were traveling from Abu Dhabi to JFK in economy class. Upon checking in the representative stated that there were seats available in business class for a 700 fee. We agreed to the upgrade, the fee and waited for the rep to complete the transaction, my wife and son (travelers) needed to go through security so they went ahead not sure whether or not they would be upgraded. The rep stated my wife would be contacted once at the gate, he attempted to make the transaction and said everything went ok. Long story short, I didn't have a way to communicate with my wife and she was unaware that the upgrade was completed but I was charged. She pre boarded and went on to her assigned seats in economy class, maybe the gate tried to call her after she had boarded, maybe not but bottom line my family traveled in economy class. Upon arriving in NY, I spoke to them and she informed me that they weren't upgraded. I contacted the airline, and they provided a copy of my signed documents agreeing to the upgrade, and the seats they planned to put my family in. Its been a year or so now, and every attempt has resulted in someone telling me that my family traveled in business class. How can an airline not have accountability? How can a passenger be charged 700 for a service not received? This is just appalling, I will continue to pursue this matter .Desired Settlement: The desired outcome is an apology and refund.

Business

Response:

[redacted]

Dear [redacted],

Thank you for your letter to the Revdex.com, which has been referred to Etihad. A copy of this response will also be sent to Revdex.com.

I have noted that my colleague, [redacted] has already responded to the concerns outlined in your initial correspondence relating to your wife’s inbound flight to the U.S, under case reference number [redacted].

Please allow me to reiterate that our records confirm that your wife, [redacted], travelled in Pearl Business class.

You have stated that this was not the case, and my colleague requested that you scan and send to us a copy of the boarding pass to support the fact that your wife travelled in Coral Economy class for consideration of your request.

Regrettably, we were unable to consider your request and reimburse upgrade fee collected at Abu Dhabi airport as you did not provide us with the requested document.

As an exception, I am happy to reimburse the Instant Upgrade fee amounting to AED2690.00 or equivalent to USD$733.00. Please provide the following bank details for a bank transfer to be arranged;

Thank you for writing and I look forward to your response by return.

Sincerely,

Review: Dear Sir/Madam.

My name is [redacted] and I was traveling to Chicago, USA from Bombay, India with my wife, [redacted], to visit our son & daughter-in-law, who just had a baby girl (our first grandchild), and to attend a couple of family events.

Our round trip was booked on Etihad airlines. On [redacted] March 2014, EY 205 to ABUDHABI from MUMBAI could not land at 07.30 A.M. due to foggy condition and subsequent lights failure on runway. The flight was diverted to MUSCAT, OMAN International Airport after spending 90 minutes in the air near ABUDHABI. The flight landed at Muscat around 10. 00 A.M. We were in the Aircraft for another 90 min and subsequently was asked to vacate the aircraft and rest in Oman International Airport.

From 11.30 A.M till around 19.30 Hrs. we were at Oman International Airport, Muscat wait area as a Refugee, without any guidance, feedback from Etihad authorities. Finally we were brought back to Abu Dhabi around 22.30 Hrs. and our plight continued till we were given boarding pass on [redacted] March 2014 at around 12.30PM (more than 24 hours later we landed in Muscat). We were stranded overnight at the airport without any accommodation, food or guidance. Equal treatment to all passengers and appeasement to none was not adopted by the Etihad ground staff at Abu Dhabi as some passengers were given confirmed ticket for the journey from Abu Dhabi on [redacted] March for the journey on [redacted] March and were well taken care of by providing accommodation. Moreover, Etihad ground staff at times was extremely rude and misleading. The passengers were left to fend for themselves.

Our misery continued even at Chicago after the flight EY 151 landed at 18.15 Hrs. on [redacted] Mar. 2014. After wait of one hour, we were informed that all our 4 checked baggage are still at Abu Dhabi as they were not loaded on our flight to Chicago. Two of the baggage were delivered on [redacted] Mar. For one of the baggage delivered, the lock was found broken (Tag No [redacted]).

In spite of contacting Etihad Airways Baggage Service telephonically (###-###-####) no one attended the phone on [redacted] evening onwards. After being desperate for our stuff, we reached the airport on March [redacted] just to find the 3rd luggage for which Etihad did not care to inform us or deliver the luggage which they were supposed to. The 4th luggage was still missing. We drove down 30 miles to the airport and brought back the 3rd baggage. On March [redacted] (6 days after we landed) we found the 4th luggage left outside our home door. We were all present at home but the driver did not bother to inform us and take our signatures on delivery. The suitcase was torn and damaged and had items missing from it. That is probably why the driver did not care to inform us. We notified Etihad immediately of the loss and they asked us to fill the claim form.

The prolonged journey & the harrowing experience thereafter with delayed bags, damaged bags & missing items has left us physically tired & mentally depressed. We felt cheated and humiliated. As senior citizens of India and as people who have always believed in being fair, I decided to write to Etihad on March [redacted] requesting for the following;

a. Payment for the lost items in 4th bag. A claim form has been filled and provided multiple times to Etihad along with passport copy and copy of baggage tags & boarding pass

b. $40 repair cost for the 2nd baggage

c. $150 for the 4th baggage torn and damaged baggage

d. Per diem cost of $20 per bag (bag 1&2 – 1 day, bag 3 – 2 days, bag 4 – 3 days) while we waited for our bags

e. Reimbursement of $40 for taxi to the airport as I had made a trip myself to pick up a bag from Chicago airport. My son met me there to bring me back home & we paid $6 for parking while we waited for the bag to be retrieved. Receipts for both were provided to Etihad for both taxi and parking for a total of $46.

f. $68 spent at the Abu Dhabi airport for food and beverage while we were stranded for more than 24 hours there.

However, following is Etihad’s response for the above:

a. Claim for lost items - Etihad is refusing to pay anything for the lost items. They are not willing to share their policy or state the reason for decline. After 4 months of regularly communicating with them, last week they got back to inform that they cannot do anything in this regard.

b. Repair cost for 2nd baggage - Not paid so far. They are willing to pay us this amount if we sign and accept that we are OK not receiving anything for lost items.

c. Replacement cost for 4th baggage - Not paid so far. They are willing to pay us this amount if we sign and accept that we are OK not receiving anything for lost items.

d. $20 per bag for a maximum of 3 days. We were provided $40 for day 1 for first 2 bags, $40 for the 3rd bag for 2 days and $60 for the 4th bag for 3 days. In total $140 were given by Etihad for delayed luggage.

e. Taxi and parking – Only $21 has been provided instead of $46 as $25 was charged by the bank when Etihad performed the wire transfer. To compensate for the remaining $25, Etihad transferred 5000 miles to my parents account.

f. Food & Beverage - $68 was paid by Etihad.

I am writing to you as I feel extremely humiliated about the whole experience. I have been trying my best to get this resolved. I have written numerous emails to Etihad and after 4 months of communicating they are declining to pay. Once they asked us for receipts of the lost items but in my defense I did not buy those items thinking I will lose them with Etihad and should keep the receipts. I have tried to find their lost items policy but nothing specific is available on their website. I am 67 years of age and do not have the energy to fight with Etihad. I am looking for reimbursement for my lost items. We were visiting USA to meet our granddaughter for the first time. As a ritual, we were carrying gifts for our son, daughter in law and granddaughter, most of which were in the bag from which items were missing/stolen. We were really looking forward to the trip when we left, but this issue affected us mentally so much that we were not able to enjoy our trip. I am really praying and hoping for a resolution without going through more anguish and humiliation.

Best Regards, [redacted]Desired Settlement: Adequate cash compensation for lost items, repair of 2nd baggage, AND replacement of 4th baggage.

Consumer

Response:

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

Sincerely,

Review: Hi,

My name is [redacted]. My daughter [redacted] 4 months old and her grand mother [redacted] travelled on Oct-**-2013 from JFK to Abu Dhabi with ETIHAD AIRWAYS RESERVATION CODE [redacted].

At airport we have requested to check in our carry on bag . I have not checked in any stroller or carset for my daughter. My Aunt was [redacted] and she needs [redacted] .

With out any courtesy Etihad staff was very rude and not allow me check in my carry on baggage.

I have clearly explained the difficulties but with out any humanity they have forced me to Pay 175$ for my carry on baggage.

My carry on baggage was not over weight and I have already paid 150$ to carry extra luggage.

I am very disappointed with Etihad Airlines and we would never fly in future.

I would really appreciate if you can return my 175 $ fee I have paid for carry on baggage.Desired Settlement: I would really appreciate if you can return my 175 $ fee I have paid for carry on baggage

Review: My Wife ( [redacted] ) and her Mother ( [redacted] ) used Etihad Airways Flying From JFK-LHE and LHE-JFK. Upon Returning they had an issue where Etihad Rep asked for $330 Dollars Per Person as a SALES TAX because they were flying Business Class. My Wife found it suspisious and called me from the Airport, I said dont pay, they would not provide the tickets unless they paid. I contacted Etihad Airways Right away and was told no one in management can help as it was around 3-4am ( UAE Time ). I contacted Etihad Airways [redacted] Account which I received Respond within the hour and explained them the situation. In the meantime, My Mother in law said to lets just pay so they dont miss the flight, they would not allow us to use CREDIT CARD Machine and said ONLY cash was accepted. My Mother in Law paid $660 dollars and by that time I had received response from [redacted] and they contacted the [redacted] who than came to see my wife and said we would issue you the REFUND through your Flight information and apologize for this.

That was in July 2014, I have since than been trying to get a Response from them for over months and months and they would not reply or respond. Finally in Nov 2014 I received a call from [redacted] and she said she will investigate this further and will find a way to get our money refunded.

Upon learning this week after months and months of trying to find out the status of the case, the [redacted] states how there is tax that was supposed to be paid of PKR 6,000 something in Pakistani Rupess but my family only had PKR 2,000 rupess so they paid that and cased closed.

This was absolutely FALSE !!! Also the story does not make sense, if the Government is asking for a certain amount, how can you charge 1/3 of it and call it acceptable and why was a WORLD WIDE Airline such as Etihad not able to take Credit Card payment?

I need your help as this trip Originated from USA-New York and seeking your assistance in getting my Money Refunded and requesting you review this Airline and its Unethical Practice.Desired Settlement: I want to know why the [redacted] did not follow up after the call. She lied on the information, she should be reprimanded. I want to know something Serious as this, how can Etihad take almost a YEAR to respond. I also would like to Receive my refund of $660 dollars plus I would like my Wife and Mother in law to receive a ONE WAY Ticket from LHE-JFK in the same class of Service they originally traveled with as they had Received such an HORRIBLE treatment and caused the whole trip experience filled with headache due to this FRAUD and not allowing to get the Airline Ticket/Entry unless they pay the $330 per person. I can also accept the Refund of miles used in the ticket, whichever is easier.

Business

Response:

Revdex.com Ref:[redacted]Our ref: [redacted]Date: ** March,2015 Viaelectronic mail to Revdex.com at [redacted] Dear [redacted], Thank you for your correspondence regarding the concerns for [redacted] Having read the comments, I can understandhow unsettling the events described must have been for our guests whiletravelling with us from Pakistan to Abu Dhabi. On investigation, I am now in a position to clarify your concerns. The guests were booked under reference [redacted], totravel with us from [redacted] to Abu Dhabi in Economy Class. However on approaching the airport, they decided to upgradeto travel with us in Business Class. At this time, the check-in staff advised the guests of the difference of PKR 6320.00 towards the changes. Reports indicate that, initially the guest refused to pay increasedamount and at a later time, they agreedto pay RG tax only. Howeveras there was a problem with the creditcard machine at the airport, guests paidPKR 2000.00 in cash. The payment was collected and they were provided with a receipt for the same. The differenceof the amount not paid by guest was debited from Etihad by the Government ofPakistan.Taking this opportunity, I would like to clarify that since both Guests were travelling in business class, their original taxpaid was PKR6840.00 and increased tax amount was now PKR 10,000.00 per ticket,a difference of PKR 3160 per ticket, (total: PKR 6320) was to be collected ontheir departure from Lahore. It appears that effective [redacted] July 2014, the Government ofPakistan has enhanced an additional tax on passengers travelling out ofPakistan, on any carrier in Economy/ Economy Plus & Business/ FirstClass. This additional collection will be applicable on all tickets issued fortravel on/after [redacted] July 2014. In light of the above, we are unable to comply with their request for reimbursement. I note that the same has previously been advised ourguest under our case reference [redacted]and [redacted]. We understand that thissituation was far from ideal, and can only apologise to the guests for anyinconvenience this may have caused them. Thankyou for writing. Sincerely, [redacted]

Consumer

Response:

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]

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 LIES. It has taken almost an ENTIRE YEAR but all I have received is different stories at different time. I have NEVER Had this problem with any other Airlines and I FLY extensively. Now to the Point of what " Genevieve Alder " so called Investigation states: He states he did an Investigation and also 2 other Investigations that were done Prior ( case reference [redacted] and [redacted] ). Please see the attach Documents I am enclosing --> You will observe THERE WERE NO CHANGES MADE FROM ECONOMY TO BUSINESS CLASS. This is an ABSOLUTE LIE. However it is now expected from the people who have led this investigation. An 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 BUSINESS. He states we paid PKR 2,000, which is like paying $20 dollars yet we have been saying the ETIHAD REP made my WIFE ( [redacted] ) and MY Mother in Law ( [redacted] ) pay $660 ( $330 Per Person ). However What I loved more was prior they would say I had paid PKR 6,320 than changed their mind and said we only Paid PKR 2,000. They DID NOT PROVIDE US with ANY RECEIPT. We 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 6,320 why would they accept PKR 2,000. 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 Backup. The Whole Point is, You state we changed our Class of Service last minute and thus leading to a TAX. Absolutely False. You state The tax now is PKR 10,000 ( I dont care what it is now ) what Matters is YOU NEVER investigated the fact we had to PAY $660 dollars But what does not make sense is WHY would ANYONE take LESS TAX as you state it was PKR 6,320 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 3-4 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,

Business

Response:

Revdex.com Ref:[redacted]Our ref: [redacted]Date: ** April,[redacted]Via electronic mail to Revdex.com at [redacted]Dear [redacted],Thank you for your correspondence regarding the concerns for [redacted]I would like to reiterate that 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.Whilst we do not undermine in any way the disappointment undoubtedly caused, we can only apologise for any inconvenience described.We believe your case was both factually and empathetically handled, and we therefore our response remains unchanged.Yours sincerely,[redacted]The National Airline of the United Arab Emirates

Consumer

Response:

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,

Review: Etihad Airways was supposed to process a refund of my ticket for round trip journey from Phoenix to New Delhi. The refund was due to flight cancellation on [redacted] January, 2015 in New Delhi and I was issued a letter by the airline for the refund. After a month of back and forth communication, an amount of 1907.67 Dollars was deposited to my account by the airline on 2/**/2015. However, on 3/*/2015 the airline withdrew the same amount from my account without my knowledge and permission. This withdrawl made use of my debit card information (as shown in my account statement).

This leaves me clueless as to why all this happened without my permission. How can the airline withdraw money from my account without my permission?

This is also over and above the harassment that the airline caused when they my luggage was untraceable for a couple of weeks and I had to book my ticket on my own to fly back to Phoenix, USA.Desired Settlement: I need the money back in my account as I had not given permission to the Etihad airline for withdrawing money using my debit card information.

Review: I flew with the airlines and 3 of the 9 baggages were not delivered to me on arrival. I have been waiting for an update for the last 4 months and have not been getting any response.Desired Settlement: I would like to get paid for the items that were lost by them for which I have submitted the receipts.

Business

Response:

[redacted]To whom it may concern,Thank you for your e-mail regarding the concerns for [redacted].Our investigation reveals that our Baggage Team are in contact with [redacted] directly and they are waiting for her response to resolve the claim reference [redacted].We thank you for the opportunity to review the concerns.Sincerely,Mohamed K[redacted] Guest Relations OfficerEtihad Airways[redacted]

Consumer

Response:

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,

Business

Response:

Dear Guest, According to our finance department the deposit has been made. Kindly check with your bank.

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]

Consumer

Response:

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,

Review: I was forced to re-pack my luggage at the check-in counter at Bombay airport to bring the total weight of my carry-on bag AND my backpack to 10kg. I called Etihad prior to confirm luggage weight requirements for check-in bags, carry-on bags, and backpacks. The Etihad phone representative specifically told me the backpack would not be weighed, and my carry-on bag shouldn't exceed 7kg. When I was forced to weigh both my carry-on bag and my backpack, it came to be over 10kg (my laptop and charger alone is 3kg without the laptop bag). I had to move my belongings from my backpack to my check-in bag and had to pay a fee of $55.23 USD to have my bag checked-in due to the additional weight. All of this could have been avoided if I had been informed of the total 10kg weight restriction for my carry-on bag and my backpack.

I called Etihad after reaching my gate in Bombay, and asked the same question as to how much weight I'm allowed for my carry-on and hand bag. Another phone representative told me the same response as I heard before. After filling him in on my experience moments ago, the Etihad representative couldn't provide a reason why I had to go through that experience, and said the only thing I could do is file a complaint via email to the address, [redacted]. It has been 2 weeks and I haven't heard back from Etihad. The phone representative told me I should have a response within 72 hours.

I replied to the email after 1 week had passed to inform them of my other complaint, regarding me having to pay an additional $60 to check in my bags from United Airways in LAX to my final destination in SFO. My flight from ABU to LAX arrived late, causing me to miss my scheduled flight to SFO with American Airlines (booked through Etihad). Etihad had rebooked me to a later flight to SFO via United Airways. However, due to the horrible baggage claim process, I had missed that flight as well. It took me over 45 minutes to retrieve my bags. When I reached the ticket counter for United Airways, they were able to put me on a later flight for no charge, but told me I would have to pay for my check-in bags and file a claim for reimbursement with Etihad. United Airways representatives told me if I had caught the earlier flight, I would not have had to pay these check-in baggage fees. After re-packing my bags (moving items back from my check-in bag to my backpack), I was able to meet the weight requirements of under 50 lbs for both bags and check them in for a total fee of $60 USD ($25 for the first bag, and $35 for the second bag up to 50 lbs each).

Another week had passed and I still hadn't heard back with Etihad. I called Etihad again today and the representative said I should send another email. It has been 2 weeks and I haven't heard back from Etihad at all, not even to inform me of an ETA as to when they would address my issues.Desired Settlement: Reimbursement for overweight baggage fee of $55.23 and for check-in baggage fees of $60 with United Airways.

Business

Response:

Date [redacted]Revdex.com Ref: [redacted]Our reference: (Original Case Reference: [redacted]/ New Case Reference: [redacted]) Dear [redacted],Thank you for your email with regards to the concerns of [redacted].Our baggage policy for the North American sectors is based on the piece concept. We offer an allowance of 2 pieces of checked luggage, 23 kilos each, and one item as cabin baggage not weighing more than 7 kilos for our guests travelling in Coral Economy Class. Additionally, guests are allowed to carry a laptop bag, consisting of one laptop and respective accessories. Full details of Etihad Airways baggage policy and excess baggage charges are available on our website; www.etihadairways.com. Baggage 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 [redacted] that an excess above the free baggage allowance was charged and collected from [redacted] to the total sum of USD 50.00 via the receipt # [redacted] on the [redacted] of February 2015, at Mumbai International Airport.Subsequently and due to the flight delay of EY171 to Los Angeles, operational decisions was taken to reroute the guest on the nearest flight to San Francisco. We are happy to reimburse the additional incurred as advised via the case # [redacted], upon receiving the applicable receipt.I hope this clarifies the concerns. Sincerely, [redacted]Etihad Airways

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have attached a photocopy of the receipts as mentioned for reimbursement. As I understand, I am to be reimbursed for the baggage fees incurred upon my flight with United. I'm unclear as to whether Etihad will issue reimbursement for the fees incurred while checking in for my flight at Bombay International Airport. To reiterate, I feel entitled to this reimbursement since I had spoken to Etihad customer service twice and was given incorrect information. If I am to also be reimbursed for the fees incurred in Bombay International Airport, I find this resolution satisfactory.

Sincerely,

Review: I travelled on Etihad Airways on 6/*/2014. My flight was cancelled and we were put on United. I then had to pay $200 for luggage charges, which I was told I would be refunded. I have been working since the beginning of August to get my money back. They are giving me all manner of excuses. I have provided them my bank information, which I got directly from my bank stating how to make the international transfer. I am yet to receive it. All my calls to their offices in Washington DC and New York have gone unanswered. I made complaints on [redacted] and received a note stating someone would contact me. The last email I received was in October. I would like to get my $200 back asap. I wrote to them today, and asked them to send me a check instead of a refund. This should be easy enough right?Desired Settlement: I want my money back. Check sent priority mail to my home. I believe that I should also be compensated for the aggravation and the fact that I have spent 6 months without my money. I don't want any free miles from Etihad. I will never do business with this company again. I have spent over 15 hours of my time over the past 6 months dealing with this issue. I think it is only fair that Etihad pay me for my time. I am worth $ 30 per hour! That would come to $450. May be then they will learn the lesson that you don't waste other peoples time. Thank you. [redacted]

Business

Response:

[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] Guest Relations [redacted]

Consumer

Response:

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,

Consumer

Response:

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

Review: I booked a round trip flight from Amman, Jordan to SFO with Etihad Airways for my parents and my older sister. I purchased the tickets on July [redacted], 2014. The flight date was on Aug [redacted], 2014 which means I purchased the tickets more than a month in advance. The flight was supposed to take off at 11:10 AM from Amman to Abu Dhabi. My parents got to Queen Alia Airport in Amman at 8:30 AM to check in. Etihad Airways told them that they overbooked the flight and there was NO space for my parents and my sister, and they have to take the second flight to Abu Dhabi which was at 5:45 PM. Note that the airport is two hours away from my parents house so they decided to stay at the airport for almost 9 hours. In addition, note that I purchased the ticket more than a month in advance so even if they had overbooked it, then why my parents didn’t have any priority since they booked the flight first?!! My father is 71 year old, my mother is 66 year old and my sister

is 43 year old so you can imagine how horrible that was for them. I called Etihad office in New York as well to figure what happened before the 11:10 flight departs. They told me that Etihad Airways "as any other airlines" overbook their flight just in case someone missed it or cancelled. And when everyone showed up to the airport they had to delay some of the passengers. So I asked them why they delayed my parents and not someone else since they have a priority of booking the flight more than a month in advance and also because they are seniors. They refused to give me a direct answer and all they said was that they apologized and that’s it. When my parents complained at the counter at the airport, they told them they would have them fly first class and also give them a $200 voucher for each one of them in which they can use on the way back for upgrade, extra luggage or buy a new ticket and these vouchers has a one year expiration date. After they were

FORCED to take that offer since they have no other choice, nevertheless, they didn’t fly my parents first class. They flew them economy class and we didn’t get any vouchers until early February when I called Etihad airways. I called Etihad around the first of Feb to get the voucher and confirm the reservation and make sure they don’t give their seats to anyone this time. I called San Francisco office and they told me these vouchers don’t apply for extra bags. After I explained the whole story for them and that I was under the impressions that these vouchers were applicable for extra bags they got me a [redacted] to approve that. I talked to you, [redacted], at San Francisco office and he told me that he approved these vouchers for extra bags use. I have emails from him with the vouchers and how much they worth in extra baggage fees. I requested a confirmation email which he sent me on Feb [redacted] including the vouchers and the type of use as for extra bags. After I got the approval and knowing that I have extra bags for no charge I went and I got extra gifts that I would like to send home with my parents for the family. Few hours before the flight I got a call from San Francisco office indicating that the vouchers won’t work for extra bags. I toldthem that I got confirmation from [redacted]. They said that he did but he didn’t know that American Airlines doesn’t accept Etihad vouchers. Any how I told them that I booked the flight with Etihad and American Airline is affiliated with Etihad so they must honor it. And if American Airlines doesn’t want to accept it then it's Etihad Airways fault and they have to pay them and not me. They told me the best way is to pay them and then [redacted] will get me a refund later on after he communicates with his supervisors. I went to the airport on Tuesday Feb [redacted], 2015 for the return flight and I explained this to American Airlines. They wanted to confirm with Etihad Airways to figure this issue and this process took more than it should and thus my parents and my sister missed their flights from SFO

to AMMAN. I called San Francisco office to get any explanation and they told me that they will get me a new reservation within few hours. [redacted] called me around 5 PM with new reservation but requesting that I pay $198.99 for issuing a new tickets! I told him that missing the flight wasn’t our fault. He said the only way to get a new reservation is by paying now and get the refund later on. So because I didn’t have any option at all and my mom was really sick and she didn’t want to stay here for another day I had no other option but to get everything done here and pay for all the extra charges. So I paid Etihad $198.99 for issuing new tickets. In addition, when I got to the airport the next day I paid American Airlines for the extra bags that I have. I paid $274 and $137 and

$60 so total of $471. I confirmed with American Airlines that these extra fees are enough for the bags to get to Jordan and they said YES. They said they collect for them and for Etihad Airways as well and my parents don’t have to pay anything extra and they will get the bags in Jordan only. My parents got to LAX airport because they had a connection there. Etihad counter disk employee asks them for more money for the extra bags. My sister told her that I paid the extra fees in SFO but she said she didn’t see any. Then my sister showed her the receipts and however she told her she doesn’t see it in the system. So after 30 min of arguing with her she said she’s going to honor what American Airlines charge us but we need to pay more around $117 as well. When I told her that we shouldn’t pay anything extra and I just confirmed that with Etihad Airways San Francisco office and also with American airlines she said “I don’t care what you think and you have to pay me in CASH." Either pay now or I won’t let your parents leave”. It was around 2:55 PM LA and their flight to Abu Dhabi was at 3:55 which gives them around 25 minutes to go through security. I asked her that I want to talk to a [redacted] and she refused. I told my sister to ask her to get her a [redacted] or a [redacted] and then she yelled at my sister and she said “we don’t have managers here. Go find a hotel and sleep here because you won’t be leaving today.” Add to that, she was talking in a high pitch voice to my parents and saying “the fight left already so have your son in San Francisco gets you a hotel; just go you are not leaving today.” When I heard that I asked my sister to go to one of the airport staff and she went to a TSA homeland security officer. I explained this to him so he went and told her that they still have time to get on the plane. Note that my parents don’t speak good English. The girl at Etihad Airways speaks Arabic so she was comfortably talking to them knowing no one understood what she was saying. Then I told her I’m calling the LAX airport if she didn’t give them their passports back. Then I told her I will pay you the $117 and I gave her my credit card. She said she only takes cash!!! She wanted the money for her pocket as I assume or maybe she wanted to give them hard time since I told her they don't have much cash on them and she purposely wanted them to miss their flight. She was telling my sister on "How you come here wearing this disgusting black "Hijab" and they have to stay where they are and not to come here."!!!! I was astonished when my sister told me that after she got to Jordan especially that it came from an arabic staff which I don't know if she's a [redacted] or just don't like [redacted]s who practice [redacted]. the staff member name is "[redacted]" as my sister read it from her name tag. It's either [redacted] or [redacted] and when I was talking

to her on the phone and asked for her name she said [redacted] I guess. She knew my family don’t speak English and they are old and desperate to leave because they are so tired from all these flights. She refused to take my credit card and she took the money cash from my sister. My mom was crying in the airport thinking that she’s not going to get on the plane and she’s going to get stuck in LA. Etihad airways mistreated my family since day one from Amman. They had my parents on hold for hours at different airports, they overcharged us multiple times, they lied about flying my parents first class from Amman but most importantly this girl "[redacted]" at LAX counter mistreated my old parents and disrespected them in an awful way. My parents got to Amman on Feb [redacted] around 2:30 AM and their bags were still on hold in LAX as they were told from airport staff in Amman. here are most of the facts that happened to my family during their trip with Etihad Airways. You can imagine the pain and the

suffering my old and sick parents and my older sister went through.

I reported this to Etihad airways in San Francisco and in Abu Dhabi. I have a ticket number for the complain but no one got back to me. They just asked me to send them receipts for the extra expenses and it's been more than two and a half months with no respond. I emailed them requesting more feedback twice and yet with no response. I was dealing with [redacted] in San Francisco and [redacted] from guest relationships and [redacted] as [redacted].

contact information for each one of them:

1. [redacted]

Etihad Airways

Etihad Airways Centre (plot 43)-2nd Floor

Muneera Development Area

[redacted] East - [redacted] Dhabi - United Arab Emirates

Tel: + [redacted]

Fax: + [redacted]

-------------

2. [redacted]

Reservation & Ticketing Agent

Etihad Airways

Tel: + [redacted]

Direct : +[redacted] ------

3. [redacted]

Guest Relations

Etihad Airways

Etihad Airways Centre (plot 43)

Muneera Development Area

[redacted]ast - [redacted] Dhabi - United Arab Emirates

Regards

[redacted]Desired Settlement: First before anything I want an apology from the airline and discipline action to the counter agent at LAX who disrespect my family. In addition I need a refund for my expenses which are:

the extra luggage $471 paid with credit card at SFO to American Airlines. Add to that $117 paid with "Cash" because the attendant refused to accept my credit card!!! It was paid by my sister [redacted] to Etihad Airways in LA

Reissuing ticket fees $199.99 paid to [redacted] at Etihad SF office.

Transportation to the airport "Car Service" for my family and for the extra luggage, I had to get an SUV for the luggage and a Sedan car for my family. The extra charges because of changing the flight till second day is $170

The screen shot of my credit card statement shows that I paid $500 and that's for the first trip on Feb [redacted] going back and forth then Feb [redacted] going to SFO as well. I'm responsible for one and you guys should be responsible for the other two that is worth $340.

Adding everything together is

Luggage ($588) + ticket issuing ($199.99) and car service ($340)

All together is $1127.99

plus $500 for pain and suffering for each one which equals $1500

all together = $2627.99

Business

Response:

[redacted] Dear [redacted], Thank you for your correspondence regardingthe concerns for [redacted] . Having reviewed her booking reference [redacted], I note that they bookedthrough a travel agent to journey with us from Amman to Los Angeles and onwardswith American Airline to San Fransisco. On investigation, I have now received the relevantreports from the respective departments and am in a position to address theconcerns.Reports indicate that our guests were last to report to check in counter and on arrivalat the check in counter at Amman Airport, their flight EY514 on **August,2014was full. All airlines overbookflights to cover for the no show factor this is evaluated on a daily basis.Unfortunately, sometimes the majority of our guests arrive and denied boardingoccurs. If we are unable to provide previously confirmed space on a flightoperated by us in the class in which you are booked and for which you have metall applicable check-in deadlines, we provide denied boarding compensation toour guests. In the event of denied boarding, we offer compensation and rerouteour guests on an alternative flight if possible or the next available Etihadflight. On this occasion, our guests were rebooked totravel on the following Etihad flight,EY516 and compensation of USD 200.00 was offered and accepted by them. Additionally, during the extended stay at the airport, Guests were offered to CIP lounge access. It was explained that the Denied Boardingvoucher is only redeemable on Etihad Services. It can be used for furthertransportation on Etihad Services, including flights and upgrades, payment ofany 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 oneyear from the date of issue, can be redeemed via a Travel Agent, Etihad AirwaysSales Office or the Airport Ticket Office. May we suggest you visit ourwebsite, [redacted] to view the relevantDenied Boarding terms and conditions. Turning to their experience on the return journey, I regret to read that our guests were unableto utilize the Denied Boarding Compensation vouchers towards the excessbaggage, whilst travelling with American Airlines from San Francisco to Los Angelesand onwards with Etihad. Reports received from our Etihad officeindicate that prior to your journey, [redacted] contacted our office for clarificationon if he would be able to utilize the vouchertowards the excess baggage charges whilst travelling with Etihad. At this time no booking details were provided,and our staff confirmed the possibility of this. He then advised our staff that once confirmed,he would then contact our staff for assistance. It was onlyat a later time, when our staff was made aware that the original departurepoint for the guest was with AmericanAirlines, where the voucher would not beaccepted. I note that the next time the guestcontacted our office, was when they were already on their way to the airport, thusleaving us with limited time for provide further clarification or assistance. We appreciate that the experience was far from ideal and can only apologies for the inconvenience caused. As a customer focusedairline, we value our passengers’ feedback and perspectives, so we appreciatethe time you have taken to let know about this experience. With our pursuit for excellence, we strive to offer ourGuests a unique and intuitive product. Only by receiving customerfeedback, whether positive or negative, will we be aware of where we aregetting things right, and where there is room for improvement. I hope that this experience has notpermanently marred our guests impression of our service and hope that they willafford us another opportunity to demonstrate our service commitment both, onground and in the air. Thank you for writing. Yourssincerely [redacted]

The National Airline of the United Arab Emirates

Consumer

Response:

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,

Consumer

Response:

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

Review: On ** October 2015, I booked two tickets from JFK, New York to Capital Airport, Beijing, China on Etihad airlines via their website. It is a fully refundable economy class ticket. During the booking process, I was careful to check all their information on what charges I am likely to incur if I wished to modify my reservation, and for a fully refundable class, it appeared there were no charges. On * November, I tried to cancel my tickets as my plans changed. First, I found out that there was no way to do it online although I bought my ticket online. When I called the Global Contact Center (customer service center), I was told that cancellation requires a service fee of 30 USD per passenger. This was mentioned nowhere in the booking process, and nowhere on the ticket. I was also told there is no way I can cancel the ticket online. I was asked to email the Feedback center. My email on * Nov was responded to on * Nov asking me to contact Global Contact Center again. On being told that it was they who sent me to Feedback Center in the first place, there was no response for over 30 days, despite two emails from me. I was finally told on * December that I would still be charged extra for cancellation.

Sneaking this information on us when we wish to modify our tickets, and completely hiding these fees from us during reservation is a most underhanded and unethical practice.Desired Settlement: I wish to be refunded the full amount for the cancellation of my reservation without any extra administrative fees. I also require that Etihad.com make a full disclosure of all the charges likely to be incurred for modifying reservations in clear terms during reservation.

Business

Response:

[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 requested. This

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 concerns.Sincerely,[redacted]

Review: I travelled from Chicago to Bangalore by Etihad airways (EY 150) on June [redacted]. Instead of reaching Bangalore at 0300 hrs on June [redacted], me and family ( three others members ) reached at 1200 hrs on June [redacted].

My Reservation Code [redacted] and Ticket # was [redacted].

We missed the connecting flight from AbuDhabi to Bangalore as the originating flight itself was delayed by 120 mins. We were re-routed via Jaipur and Mumbai.

On reaching Jaipur we realized that two of our checked in baggage were missing. We got the same on June [redacted] in Bangalore at 10 am.

While the ground staff at Jaipur (India) were helpful, am sorry to inform you that the support at AbuDhabi left much to be desired. I was denied the option of flying to Chennai which was my next destination. It really distressed me and family and the missing baggage only added to our pain.The delay and late arrival of baggage forced us to modify our further plans causing even more inconvenience and additional costs.

Things got worse on our return journey from Bangalore (India) to Chicago, they could not board us on the connecting flight at Abu Dhabi, so instead of reaching Chicago on July [redacted], we reached on July [redacted]. This delay caused me more stress and additional cost because of car reservation got cancelled and my pets boarding cost was an additional 2 days (July [redacted] being a holiday)

Looking forward to your quick response.Desired Settlement: I seek compensation as per norms for the difficulties that me and family have been put through on account of both the delay which led to us missing the connecting flight and the mis-placed baggage.

Consumer

Response:

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 compensation. They were offering me $40 which a lot less than the expense that occurred for me. I will never fly Etihad airways again

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],

Thank you for your letter to the Revdex.com, which has been referred to Etihad. A 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 2014. Our flight EY150 in this instance was delayed for 58 minutes in Chicago due to operational reasons and arrived into Abu Dhabi with a delay of 01 hour and 18 minutes, resulting which you missed your onward connection to Bangalore. You were rerouted to travel to Jaipur via Mumbai. This 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 58 minutes arriving into Abu Dhabi with a delay of 01 hour and 29 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 25,000 Etihad Guest miles each. These 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 30 million merchants worldwide.

With regards to your claim regarding delayed bagged, a Property Irregularity Report was created under [redacted] and your bags (2 pieces) were subsequently delivered to you the next day on ** June 2014. You were also offered an interim relief payment in the amount of USD40.00 during 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 found. This 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,