Etihad Airways

Review: Was flying with Etihad Airways and had items stolen from my baggage.

Filed claim with Etihad Airways on 06/**/2015 and received acknowledgement of the claim: (ACKNOWLEDGEMENT-Ref No # :[redacted]).

After almost three months and numerous attempts to contact Etihad about this matter, never heard back from them.Desired Settlement: Refund value of stolen items and receive final resolution letter.

Business

Response:

Revdex.com Ref: [redacted]Our ref: [redacted]Date: ** August ,2015 Via electronic mail to Revdex.com at [redacted] Dear [redacted], Thank you for your correspondence regarding the concerns for [redacted] Having reviewed your concerns, Iregret to read that on arrival at his final destination, his checkedbags had not arrived in the same condition as checked in. I can imagine how unsettling this was for ourguest. On investigation, I understand that he has been liaising with ourBaggage Claims Department under case [redacted], who investigating and reviewing his concerns and haveresponded to him on the same. Thank you for writing and for this opportunity to clarify theconcerns Sincerely,

[redacted] Guest RelationsEtihad AirwaysEtihad Airways Centre ([redacted]Muneera Development AreaAl Raha East - Shati Al RahaAbu Dhabi - United Arab Emirates [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]

Etihad Airways emailed me about this case. I responded back to their emails and I'm yet to hear from them regarding compensation for the stolen items. Thus, unfortunately, this case is still not resolved.

Thanks,

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

Sincerely,

Business

Response:

Revdex.com Ref:[redacted]Our ref: [redacted]Date: ** September ,2015 Via electronic mail to Revdex.com at [redacted] Dear on duty, Further to your concerns for [redacted], I understand that theManager Baggage Claims has been liaising directly with the guest under case [redacted]. Additionally, once again we have forwarded the concerns to the concernedManager , who will review accordingly. Sincerely, [redacted] Guest RelationsEtihad Airways [redacted]The National Airline of the United Arab Emirates

Consumer

Response:

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

Review: This is about the BEST PRICE PROMISE program .([redacted]). We booked our tickets for international travel online with Etihad.com on Feb ** 2015. Before booking this ticket, we searched online and found cheaper fares for the same itinerary on Etihad Airlines on several 3rd party websites. So before booking this ticket on Feb** I contacted Etihad.com customer service line, asked about their best price promise program and discussed that I had found a cheaper fare for the same itinerary on Etihad via a 3rd party website. The agent on the call confirmed that the cheaper itinerary I had found online was the EXACT same itinerary that [redacted] was showing a higher price for. He also urged us to book the higher price ticket via etihad.com, take a snapshot of the itinerary on the 3rd party site and apply for a refund of the difference on best price promise claim link. He also assured that there should be no issues in my claim getting qualified for a refund and the refund status will be emailed in 5 days. After this step, trusting that Etihad would stand by its statement, we went ahead and booked tickets for our family of 3 online for the higher price and submitted a claim with the requested snapshot and requested a refund of the price difference on Feb **. Past Feb**, I have tried to followup on my refund request through the same customer service line about 7-8 times spending about an hour every time trying to take the new agent assigned through the history of the case, emailed 10 times and escalated to customer service managers 3 times. Every time the response has been "We'll followup on your request with the best price promise team.. There is no way to reach the team via phone directly." . After all the effort from side, on May ** , a whole 75 days after the refund request was submitted the best price promise team responded saying "We are sorry to inform you that your claim for an Etihad Airways Best Price Promise refund has been unsuccessful. Either your supporting documentation was incomplete or we concluded that the Third Party Price you found did not meet all the criteria set out in our Best Price Promise terms and conditions.Our decision on the legitimacy of your claim is final and binding. We will not engage in any correspondence hereafter on your claim. -Adil A[redacted] " . This is definitely NOT what I expected, because I would have certainly gone with the 3rd party website and booked for a cheaper price if Etihad hadn't misled me into booking my ticket on etihad.com. I don't understand how they can refuse to honor my EVEN AFTER checking with THEM about its validity before booking the tickets. I followed up on social media since Etihad didn't even give me why exactly my claim was denied and I booked on their site only based on their guidance about the "Best Price Promise" and saw another condescending response below - "I have reviewed your case with team in New York and stand by the decision outlined in our colleague Mr Adil A[redacted]’s reply .We therefore consider this matter closed and would ask that you accept this decision as final.I regret if you do not wish to accept our offer. In light of the foregoing I have to draw this case to a conclusion and now regard this matter as closed, and will not be in a position to correspond further. - Hanadi A[redacted]". As you can understand as a customer who got cheated out of their hard-earned money I feel annoyed at what appears to be "Outright stealing of money" despite customer doing their due diligence , very very frustrated and stressed at the number of attempts in trying to get one person from best price promise team to respond after 75 days to reach an unexpected dead end, really unpleasantly surprised by the lack of explanation or any iota of empathy to customer.Desired Settlement: I'd like Etihad airways to refund me the $155 on my credit card and compensate me via "extra" mileage credit for all the frustration and stress and loss of time they made me go through on this topic, despite the due diligence done on my part. They simply they didn't keep their end of the promise.

Business

Response:

[redacted] Dear [redacted], Thank you for your correspondence regardingthe concerns for [redacted] and family. Having reviewed her booking reference [redacted], I note thatthey booked with us from San Francisco to Chennai via Abu Dhabi and return. As you are already aware, the Etihad AirwaysBest Price Promise is our way of guaranteeing that you won’t find a lower priceon any third-party website for the same Etihad booking you have paid foron [redacted]. And if our guests do, we’ll refund thedifference. The price comparison is applicable under certain terms and conditions, one being, that itapplies to all flights exclusively operated by Etihad Airways (not codeshareflights).Our Best Price Promise includes both one way and round trip flights.Additional details can be found on our website. Oninvestigation, I understand that they availed of the Best Price Promise,and submitted details of a lower farefor a similar routing and submitted the claim for the same. However Iunderstand that 24hours of making the booking through our website, the guestcontacted the reservation office to cancelthe same. A full refund of all tickets were processed the next day. There after I regret to read that our guestreceived a response from our New York Ticketingoffice regarding his Best Price Promise Claim, Reference ID: [redacted], which was unsuccessful.I know this is note the news they would have hoped for.· Guestmay make a claim for a pricedifference refund by filling the online form available on [redacted]on the same day of purchase no later than midnight of the country of departure.Such online claims can be submitted only from the countries where we offer theBest Price Promise. They will need toprovide the third-party web address where you found the lower price and ascreen shot or print out of the final confirmation page of a booking prior topayment showing the total price inclusive of all taxes, fees and surcharges.This is then reviewed and a decision ismade. Etihad’s decision on the legitimacy of the claim is final and binding.Weunderstand that the situation was farfrom ideal and hope the above clarifies your concerns. 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]

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,

Business

Response:

[redacted] Dear [redacted], Thank you for your response on behalf of [redacted] and family. Having reviewed the guestconcerns, I would like to clarify that Best Price Promise Claim, Reference ID:[redacted] was reviewed in conjunction with booking ref [redacted], (tickets [redacted]. As our guest had two bookings to travel withus ( [redacted] and [redacted] ), I had incorrectly referred to the other booking in my previous email. I do apologise for anymisunderstanding caused. That said, our investigation remains unchanged and I hope theywill accept our explanation of the same. Additionally, I note that our guestshave travelled under [redacted]and the tickets under [redacted] have already been refunded. Thank youfor writing. Sincerely, [redacted] Guest RelationsEtihad Airways [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]

[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,

Review: Hello,

I am a silver member of Etihad ([redacted]) and have been flying Etihad the past few years. I purchased 3 tickets for my family (wife, daughter and infant son), which were round-trip from DMM to IAD. I placed a call to Etihad in June 2014 to make the return flights open. The reservation information is as below.

[redacted] (Ticket # [redacted] (Ticket # [redacted] (Ticket # [redacted])

I was told when calling Etihad to make the ticket "open" that I had one year from June 2014 to make the return flight, but when I called today I was told by a rude customer service representative (named Title from Manchester) that I have no return tickets because they expired in April, and that I can't get any flights even for a fee, nor can I get any sort of reimbursement or miles. She also refused to connect me to her supervisor. Then the customer service representative abruptly hung up on me.

I am not sure if I am shocked more about the unprofessionalism of the customer service representative or of the fact that I lost the value of 3 tickets based on advice from Etihad.

Please send me a refund for the tickets.

Thanks, [redacted]Desired Settlement: Please send me a refund for the tickets.

Business

Response:

[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]

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:

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,

Consumer

Response:

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

Review: Hi,

I filed a claim with Etihad for my Bag Damage while traveling to NY on [redacted] Jun. On the airport I completed a claim form and submitted to Etihad customer care person near baggage.

The customer care person took all the pictures of Damaged Bag and took the form saying that a claim will be opened and i'll be contacted by someone from customer service department. No one contacted me for 2 weeks and hence I myself called up on the number that was provided to me by the person in baggage section. I was told that they don;t have my form and asked me to complete another Claim form. I completed that form and sent all necessary pictures of bag along with that and sent email on July [redacted].

After multiple follow ups, I have been told that I'll be compensated for $89. Although I am not satisfied with the reimbursement amount, I agreed to that becuase it was taking too much time to get response from Etihad.

I received below email from Baggage service customer care person on Jul [redacted].

Good morning dear our Guest,

Regarding your damaged baggage case "Etihad Airways wear and tear policy" will apply.

The total compensation amount will be $89 if you accept please let us know.

Best Regards,

Baggage Services JFK

Etihad Airways

JFK International Airport

Terminal [redacted]. USA

Email: [redacted]

After this I have sent multiple emails asking for the status. I always keep on getting response that someone will get back to me.

So basically its now almost 3 and 1/2 months and I am not sure what to do further, hence filing this complaint.

I would appreciate if you could help me to get my claim resolved.Desired Settlement: I would like to get the $89 at the earliest which Etihad agreed to pay for the damaged Bag.

Consumer

Response:

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,

Business

Response:

Your reference: [redacted]Our ref: [redacted] December 2014Via electronic mail to Revdex.com at [redacted]Dear Dispute Resolution,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 review of the case confirmed that my colleagues at our Baggage Services Department in New York have been in touch with [redacted] and have since resolved the matter by agreeing to refund the amount of 89USD for the damage of his baggage.We thank you for the opportunity to review the concerns for [redacted].Sincerely,[redacted] Etihad Airways [redacted]

Review: this is in regards to my itinerary , My original booking was [redacted] - [redacted] - [redacted] - [redacted]. The flight itinerary was changed at the last minute and [redacted] was dropped from my itinerary. I was not given any information on the flight changes until a day before the flight. I requested the airlines because of this change I wont be able to make the flight and requested them to reschedule. At first this request was accepted by the customer Representative and even changes made to the flight. But after on being on hold for over an hour I was told this is not an option. Since it was not possible for me to accommodate the change to my flight in such small duration of time I requested the airlines to cancel my flight. I was told that I would receive the credit of my flight within 15 days but it has been over a month and I have still not received the refund for my flight.Desired Settlement: If the airline changes the schedule and option should be given to the customer to re schedule the flight as per customers convenience. The airline can not arbitrarily change the flight and not inform the customer in time. Also the airline hasnt refunded the cancellation amount. when the cancellation was done on ** feb. The airline has my funds (ticket cost) since dec ** and no service was provided to me. The airline should be penalized for keeping that funds and not providing any service.

Consumer

Response:

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

Business

Response:

Our guest has expressed concern regarding your booking for travel from New York to Abu Dhabi via Paris and Abu Dhabi. As per your booking reference, [redacted], the flights that were selected by him require travel on one of our a codeshare partner airline as well as a connection in Paris to one of our own flights. The fare you were offered for this booking was a mistake fare which we immediately withdrew. Since the fare paid was incorrect, our code sharing partner has refused to perform the carriage at the fare paid. Etihad has nevertheless decided to honor the mistake fare and therefore has to make changes to accommodate the passengers on our flights. Since we have a direct flight to Abu Dhabi on the same date, we have accommodated you on the direct Etihad Airways flight at no additional cost to you. Accordingly we had rebooked him on a more convenient flight option where he would travel directly from New York to Abu Dhabi and return. He was notified of the new itinerary. Unfortunately we are unable to reinstate his original flights due to the reasons mentioned above nor can we compensate him for alternative travel arrangements since the internal flight booking was not combined with his reservation with Etihad. That said, having reviewed both tickets, I note that the same has been processed for a refund on the ** February,2015.Guest will need to liaise with his travel agent who will assist him with the of the same. Thank you for writing. Sincerely, [redacted]

Review: Etihad lost my bags for 8 days. The bags were damaged by the time [redacted] delivered them.

Also, I was already gone by the time they delivered the bags. My belongings were gone for almost 3 weeks.

Although, I was given about $250 in cash on the day the bags were missing. Etihad refused to compensate for anything else.Desired Settlement: Repair the bags and cash for some of the items I purchased.

Business

Response:

[redacted]

To whom it may concern,Thank you for your correspondence regarding the concerns for [redacted]. I have reviewed the concerns described and our investigation reveals that the baggage claim reference [redacted] was finalize and accept by the guest with a final settlement amount of USD 189.89.Please find enclosed a copy of the release and indemnity forum signed by [redacted], on the [redacted] of October 2015.We thank you for the opportunity to review the concerns.Sincerely,Mohamed K[redacted] Guest Relations OfficerEtihad Airways[redacted]Fax: + [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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchase 2 tickets to Sri Lanka, at 1032.50 per ticket. I have been charged 4 times for 2 tickets. Since 5/* I have been going back and forth with [redacted] and Etihad Airways, and neither of them have resolved my issue. They over drew my account, and I have incurred bank charges, and also had a lack of funds to handle my other financial responsibilities. I have sent them my information, and all I am receiving are courteous emails stating that they are not the responsible party.Desired Settlement: I would like my refund of $2065. I am also looking to be reimbursed for my bank overdraft fees, as well as the late payment fees I have incurred this month on my credit card. Beyond that I would like to be compensated for the lack of urgency and the fact that they have written to me stating that they were not responsible for the over charging, but intact are the ones that made the mistake. I have emails stating that I should deal with [redacted] to get my refund! When I spoke to [redacted], they are emailing the airline to process the refund. This has gone on for 12 days, and I feel that it is totally fraudulent to keep my money, that was taken without authorization.

Business

Response:

[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,

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:

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,

Business

Response:

[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

Consumer

Response:

I have been contacted by Etihad, and they have refunded the double charge. What they have not yet done is to compensate me for the inconvenience. I am happy to receive my refund.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased an Etihad airways flight from Auckland to Singapore with a transit stop at Brisbane through [redacted]. I arrived Auckland International Airport on time for departure, I was told that I could not check in due to missing a transit visa. No where in the air ticket mentioned that a transit visa was needed, and I have all the traveling documents needed for the destination country. The airport staff told me that I would be refunded in this case. I called Etihad airways immediately upon notification, it was before the departure of my flight. I was told that I would get refunded with a small penalty, but I had to call [redacted], since I purchased the ticket through that platform. So I called [redacted], I was also told that I would get refunded, but it has to be done through Etihad. I was being pushed between the two involving businesses, and none of them wanted to take the responsibility. After trying to reach them again on the phone, it was past my departure time, and they no longer honor what they promised me about a refund. I was told that since I missed the flight, it was considered a no show and I would not qualify for a refund. I would like to file this compliant for Etihad Airways with Revdex.com and receive a justice resolution.Desired Settlement: Refund of full ticket cost at $717.5.

Business

Response:

[redacted], Thank you for your correspondence regarding the concerns for **

Having read your letter, I can understand howdisappointed our guest must feel experiencing the problems you have describedwhilst travelling with our partner carrier Air New Zealand. Onthis occasion it appears that he booked through an authorised travel agent to travel with ourpartner carrier Air New Zealand from Auckland to Brisbane and onwards withEtihad to Singapore. I regret to read of his experience whilst checking in at for the AirNew Zealand operated flight from Auckland. As you may not be aware, all carriers carry out a riskassessment for those guests travelling. The TIM (Travel Information Manual)which is the world's leading source for information on air travel requirements,states that guests from, travelling via Australia require a transit visa toenter the country. I am concerned that you were unaware of this mandatoryrequirement by your travel agent. In line with the above, we advised you of therestrictions and were not accepted you to travel that day. Additionally as this flight was operated by Air New Zealand, therewasno Etihad representation and the in-flightand ground services are handled by Air New Zealand,they would be in the best position to address any additional concerns raised. Turning to your refund concerns, as the original booking wasissued through a travel agent, you will have to liaise with them directly foradditional assistance. Thank you for writing and for giving me thisopportunity to review your concerns.Yours sincerely, [redacted] Guest RelationsEtihad Airways

Review: My family travelled to Cochin, India for a two and half week vacation on 06/** through Etihad airways. Upon arrival our 7 checked luggage's were missing and we had a very difficult time for the next three days even to change the clothes. Nothing has been provided from Etihad airways for the additional expenses incurred due to this issue. We raised a compliant and they have asked about the following documents and I have sent all the following documents on June [redacted] . The baggage claim reference no is Ref: [redacted] and I didn't receive a reply so far. Two times I called [redacted] customer service center and they told its still under investigation. Still I didn't receive any responses to this.

• Passport Copy

• Boarding Pass/s

• E-ticket or Itinerary

• Receipts for additional expenses

. Baggage Reference Number (PIR)Desired Settlement: Airline need to take the responsibility for the mishandled luggage's . They at least need to provide additional expenses incurred due to this even though they can't composite the agony and pain caused by this issue. Other airlines are doing it.

Business

Response:

[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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that explanation provided is satisfactory to me and as they requested, I have provided the details for the settlement. Waiting for the response.

Sincerely,

Review: I booked two tickets for myself and my domestic partner ([redacted]) on a single reservation, travelling roundtrip from Colombo to Dallas. We booked this through [redacted] on February *, 2014. The booking was a combination of First Class and Business Class, and in the fare rules it was clearly stated this was a fully refundable fare. We booked it, and received a confirmation of our booking. At that point, we believed that we were booked as a couple on a refundable airfare.

Our specific complaints against Etihad Airlines are:

1. Without any notice from Etihad, they exchanged the ticket issued by [redacted] with a ticket issued by Etihad. This prevents [redacted] from issuing a refund on this ticket, yet Etihad maintained until recently that we could only get a refund through [redacted] (they now agree they can issue it, but they have not done so). We have tried for over two months to have our tickets refunded, and we are still without a refund. They are blatently violating the fare rules, and withholding the money (the amount is $2942.40) that is owed to us).

2. In trying to get a refund on our ticket have been forced by Etihad to waste considerable time and money. We were told that in order to have Etihad issue a refund, we would have to have the credit card used "validated" in person by an Etihad employee. They first insisted this could only be done in person at their New York City ticket office (meaning we would have to fly from San Francisco to New York to get our refund); it then changed to we could have it validated at other Etihad ticket offices. We then traveled to San Francisco Airport, and had our credit card validated in person (this happened on November **). Even with doing that, Etihad has not issued a refund, and has not told us why or what else we need to do to get the money that even Etihad agents have agreed is owed to us.

We have detailed documentation of the fare rules as well as our correspondence with multiple Etihad employees. We have been told multiple different stories, have been forced to jump through absurd hoops like having to show a credit card to cancel the reservation, and after all this we are still without our money owed to us.Desired Settlement: We want an apology, our refund, and reimbursement for the time and travel we were forced to do to cancel a fully refundable and cancellable ticket.

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]

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:

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,

Consumer

Response:

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]

Review: My parents-in-law travelled from JFK international airport, New York to Mumbai India on [redacted] Aug, 2013 by flight [redacted]. They were asked to pay $137.00 USD before boarding the flight. The reason given was that their cabin bag does not meet the permitted dimensions.

I checked them in at the airport with 4 checked-in baggages (2 per person). Each checked bag had an average what of about 15 kgs (well within permitted limit). There was a sizer to verify the size of cabin bags at the check-in counter. I myself verified the size of the cabin bag by fitting it in the frame and the officer there confirmed the bag meets cabin bag requirements and did put a tag on the bag (cabin bag tag). When my father-in-law questioned the extra charged that he was being asked to pay at the gate, he was told that the officer at the check-in counter made a mistake.

How can Etihad charge passengers for their staff's mistake?

1. Had we been told at the check-in counter, I could have transferred the contents of cabin bag into the baggages being checked in (as they were well under the allowed weight) and carried the cabin bag back home.

2. Moreover they were told about this just before boarding the flight. So, they were not even given a chance to buy another small bag from a duty free shop near gates.

3. Also, they had travelled with the same cabin bag from Mumbai to JFK on [redacted] July, 2013 by Etihad flight # [redacted] without any issues.

This is an extremely unprofessional behavior that I never expected from a reputed airline like Etihad. Apart from an unnecessary charge of USD 137.00, this caused a lot of distress to my in-laws just before a long (20+ hr) journey ahead.

Moreover they didn't even listen to me when I called and went to their NYC office to complain. The only way to file a complain was through e-mail. And I got a response to the e-mail after 16 days that no action will be taken.

It seems that Etihad Airways is induging into fraudulant practices. They first lure passengers by offering chearper tickets and then apply charges in such un-ethical ways to make up for the cheaper tickets.

I would appreciate if an appropriate action can be taken against Etihad Airways.

I anticipate a quick response and resolution of this matter.Desired Settlement: I wrote a mail detailing the issue mentioned above and got a reply from Airways that no action will be taken and the charges are legitimate.

This is extremely frustating and I'm hoping that Revdex.com can help me out with this situation.

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:

[Your Answer Here]

Etihad responded mentioning that this was their standard practice to check the cabin baggage size before boarding.

They completely ignored the argument that why was the baggage not stopped when it was verified by the sizer at check-in counter. This effectively is a way to trick the passengers and charge hefty amount when they are not left with any choices.

I'm following up withwith response to Etihad as well, but will appreciate if Revdex.com also can pursue the matter and demand a reasonable reaponse.

Thanks!

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.

Our baggage policy, allows a free baggage allowance of two pieces, each piece must not exceed 23 kilos, maximum total weight being 46 kilos. Any bag which exceeds the 23 kilos up to 32 kilos, there will be a charge of USD$50.00. Guests may carry one item as cabin baggage and not weighing more than 7 kilos in Coral Economy Class.

To add an additional bag of up to 23 kilos, there will be a charge of USD$137.00. For a additional bag of up to 32 kilos, there will be a charge of USD$187.00. tems that are heavier than 32 kilos cannot be carried on the' aircraft and must be sent by Crystal cargo.

When our guests check in an additional bag which was initially intended for hand luggage, our policy does not allow the hand baggage weight to be added free of charge, this is classed as checking in an additional bag and the relevant fee will be charged.

We have investigated with our team in New York. Our procedure is to also check all hand baggage at the boarding gate, as guests do gain additional baggage weight from Duty Free.If the hand baggage does not fit inside the carryon sizer or has excessive weight, the baggage will not be permitted for carryon. We do perform these checks due to the limited space and narrow body aircraft on onward flights.

Unfortunately, I am unable to comply with you request for reimbursement of the excess baggage charged. I trust the above clarifies our baggage policy when travelling to and from the United States of America.

Yours sincerely,

Review: This is [redacted], a USA citizen. I live in USA and booked etihad airways for travel to India with my children.

My address is [redacted] Phone number is ###-###-####

I have made a booking on Etihad airways for myself and with my 2 children [redacted] and [redacted] (reference code [redacted]) from washington DC to Mumbai, India leaving june [redacted], 2014. This booking is already paid and there is no issue with this onward reservation.

Issue with processing of refund of reservation [redacted]:

I was supposed to be returning to USA on July [redacted], 2014 from Chennai, india to Washington DC. This reservation was only for myself . So I made a booking on April [redacted], 2014 with reference code [redacted] for july ** departure from india. The total fare of the ticket was paid with my Visa card (charged $726.77). Shortly, I had to make a change in date and called the airlines immediately. It was within the 24 hours timeframe of original booking and spoke with [redacted]i, customer representative with Etihad.I asked him the options for changing the date- he clearly stated that I could change to a later date but the fare had changed to higher or I could cancel the ticket with no fee or penalty.I asked him the same question more than 3 times and he very clearly said he will cancel my ticket and issue a full refund of the amount to my credit card which was bank of America travel rewards Visa. I also received the transaction receipt from Etihad which I have enclosed with this mail that shows TICKET REFUNDED in status.

I checked my bank statement on april [redacted] and find that I have been charged $ 726.77 to the credit card and only a refund of $94.28 has been refunded back showing as credit on 4/**.I immediately called Etihad airways on April **, 2014 and spoke with [redacted] who said he cannot understand why it happened since I cancelled within the 24 hrs time frame and could not explain the small credit instead of full refund . He said he will send an email but could not help further. Further calls to Etihad did not help since my calls were being disconnected or transferred to other representatives.

I still am a loyal customer to Etihad . I will still be flying on june [redacted] with the 2 children on etihad. I hope you will resolve the matter with the refund of my july [redacted] reservation fully soon.

Thanks for your attention.

[redacted]Desired Settlement: So far several phone calls and emails to feedback at Etihad airways die not yield any results. Infact the customer service reps at etihad do not know why the refund was not done as promised since I cancelled within the 24 hour window, as promised by the Etihad agent on the phone line. Otherwise I would not even have done it. I feel I am unnecessarily made to wait for my complete refund.

I expect the money that I paid with my credit card issues back to my card.

Review: Was travelling from Hyderabad to Washington DC (PNR: [redacted])on [redacted] Jan 2016 and got stuck in Abu Dhabi due to snow storm in Washington DC. Airlines personnel me wait stand in line for 5 hours and have not provided any hotel accommodation nor any other alternative. After a long halt been told that can take flight to New York instead of Washington DC. I requested details about my onward journey from NY to Washington DC but been denied stating that its not their problem and I have to arrange my own transportation. I had to drive from New York to DC in dangerous road conditions and my luggage was missing in NY. In NY I was made to stand in queue for 3 hours just to register complaint about missing luggage. After 5 days my luggage has been sent to address in a very bad shape were most of the items were either damaged or perished. Airlines did not inform me about the cancellation of flight from Abu Dhabi to DC though they knew that the flight would be cancelled. Received an email an hour before landing at abu dhabi that the flight has been cancelled. I request the airways to reimburse the travel from NY to DC and also the expenses spent on the travel like toll, gas, food expenses and pay compensation for the luggage that's been damaged.Desired Settlement: I request the airways to reimburse the travel from NY to DC and also the expenses spent on the travel like toll, gas, food expenses and pay compensation for the luggage that's been damaged.

Business

Response:

Revdex.com Reference [redacted] Our Reference: [redacted] 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]

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:

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,

Business

Response:

Revdex.com Reference [redacted] Our Reference: [redacted] & [redacted] Date: ** March 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 re-investigated the concerns described and 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] 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:

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,

Review: I used this airline to fly from Belgrade to Los Angeles in June 2014. They lose my luggage and failed to find it. I filled the compensation form but never received anything yet. They agreed to pay $600. They never reply or provide me an update. It has been almost 3 months since I filled all the forms and 6 months total since they lost my luggage. Trying to contact their customer service has been useless. They either don't answer calls or don't reply email unless I try to contact multiple times. After contacting multiple times they claimed that $120 of the claim has been paid and it has been cashed which I never received.Desired Settlement: Expect them to pay me $600 as they agreed. I have an email and forms as evidence.

Consumer

Response:

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]

Review: I and my daughter traveled to India with Etihad Airways on a two-way ticket with a booking reservation ID - [redacted] and Airlines reservation ID [redacted] . The return flight was for March [redacted]. I took a train from Kanpur, India to New Delhi, India. However due to signal issues the train got stopped on the way. Looking at the situation, I called up Etihad airways India office well in advance to let them know that I am having issues and will not be able to show up. However, despite waiting for half an hour nobody from Etihad picked up the phone. I told up my wife to do the same. However, Etihad India will not pick up the phone despite waiting for a long time. There was also nothing in the Etihad website to let them know of the inability to show up. Fortunately, I had another traveler [redacted] in the same flight. I told him to let Etihad know that I will not be able to make it to the flight. He let Etihad know the same that [redacted] will not be able to make it to the flight due to Train issues. They acknowledged it and did not ask [redacted] any more details on the passenger including passport number etc. [redacted] also told me that flight was full and that he again spoke to an Etihad officer and they told him that my seat has been allocated to someone else. As soon as I reached Delhi, I headed to the airport before the flight departure and spoke to the Etihad officer there to know the next steps. He did not offer any insights and told me to call Eithad office. I again called and waited for 45 min. Nobody from Etihad again picked up the phone.

Now Etihad is charging me 400 dollars per person as fine on this issue. I have already let them know of the situation. I want Etihad to refund the money for Etihad India office does not pick up the phone. They did not have an alternate channel like internet and Etihad staff was informed of the situation through a passenger travelling on the same flight.Desired Settlement: Etihad to refund me 400 dollars per person = 800 in total and ensure better service from their staff in India.

Business

Response:

[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

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:

Dear Revdex.com,

Please see the mail below. Despite their saying in the mail below, Etihad never came back with any resolution on the matter. It has been more than 2 months and there is nobody from their team has approached me with the resolution of the conflict. Please help re-open the case as the matter is not solved.

Regards,

Review: Etihad currently has a statement on their website regarding the Nepal Earthquake that reads as follows:

Travel Update: Nepal Earthquake

"Etihad Airways has resumed normal operations to Kathmandu following the earthquake in Nepal. The airline is operating a normal schedule today (** April) with flights EY290 and EY292 en route to Tribhuvan Airport.

An additional flight was added today, [redacted], to take those passengers who were unable to reach their destination yesterday, but the aircraft has been unable to land due to airfield congestion. It is diverting to Lucknow in India before returning to Abu Dhabi. We will accommodate those guests tomorrow on another flight.

Etihad Airways is continuing to encourage any passengers who do not need to urgently travel to Kathmandu to rebook on an alternate date or seek a refund for their tickets. All passengers booked to travel to Kathmandu during the coming days are being notified of this option.

Passenger and crew safety remain our priority and our immediate thoughts are with the country and its people during a challenging time."

==

As I do not urgently need to travel to Kathmandu, I am seeking a refund. I booked through [redacted] and they are unable to process the refund as Etihad refuses to provide them with authorization to do so.Desired Settlement: Full Refund of $527.20. I do not urgently need to travel to Kathmandu, Nepal and just requesting that Etihad honor the statement they have on the front page of their website regarding travel to Kathmandu, Nepal. Without their assistance the statement is just misleading consumers.

Business

Response:

Revdex.com Ref: [redacted]Our ref: [redacted]Date: [redacted] Viaelectronic mail to Revdex.com at [redacted] Dear Sir/ Madam, Thankyou for your correspondence regarding the concerns for [redacted],. Having reviewed his concerns, I note that you booked through atravel agent to journey with us, under reference [redacted] and ticket number,[redacted]. At a later date he decided to cancel this booking and as an exception, a full refund of this non refundable ticket wasoffered. I understand that he has been liaising with his travel agent and areyet to received the same. On investigation, I would like to clarify that and the refundprocess was initiated by his travel agent on the **April,2015 for ticket [redacted]Etihad completed the process on [redacted] May,2015 for theamount USD$527.20. For further clarification, please liaise with his travelagent. Thank you for writing and I hope the above clarifies yourconcerns. Sincerely, [redacted]

Review: Reservation code: QHETDX

Passenger(s): Ticket(s) #: Seat(s): [redacted]

The above are the details of the ticket I booked for my wife and son who are travelling to India. I made this reservation using Etihad website directly. I choose the seats as indicated which as per the aircraft has enough leg room with no immediate seats in the front. However, on the day of travel from Dulles airport to Abu Dhabi the seats were not as depicted in the aircraft picture on your website. In fact there was a row of seat immediate in the front with hardly any leg room. It was very uncomfortable for my wife who was travelling alone with a 4 year old son as there was hardly any leg room. I choose to fly etihad, as there were options to choose the seat and row and I choose accordingly. However it was not untill my wife and son were actually seated in the aircraft they realized that the seats were not as indicated on the website. This mis representation of the seats on the website v/s the actual seats in the aircraft really came as a shock especially with the 13 hours long air travel. As I have already booked the ticket and they have completed the half way journey, they are returning to Washington Dulles airport from Mumbai ( via Abu Dhabi) on *Jan. I expect that at least on their return journey they are not again assigned the narrow seats as I choose seats with enough leg room.Desired Settlement: I would appreciate if etihad airways can upgrade their seats to business class at no additional cost since half of their journey (one-way) was completed in seats which were totally mis-represented on the aircraft picture on their website.

Consumer

Response:

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

Sincerely,

Review: I have booked the international travel to India via Etihad carrier for the 1st time during December 2014 about 5 months in advance.On 4/**, I am supposed to take Ethihad flight from Chicago to Hyderabad. After standing in the line for check-in for 2 and 1/2 hours, the pain has started. With the confirmed reservation with seat numbers assigned, I was told by the ticketing person that ' they DO HAVE THE RESERVATION but NO TICKET". This came as a surprise and anyone making international travel will not be prepared for this. I was travelling with entire family along with two little kids. After further discussion, Ethihad sent me to Alliance partner [redacted]. I went all the way with 8 big suitcases and two little kids and family from terminal2 terminal. Remember in Chicago's biggest airport how much hassel it is with no carts allowed in the trams. [redacted] verified the reservation and said 'Etihad should take care of this' as they can't check-in me with the baggage all the way through as they have ticket only up to Manchestar. We lost another 2 hours of time by this. Remember we came to the airport very early and 6 hours passed without ticket and left no where and missed our confirmed Etihad flight for that day. Upon advice from [redacted], I was sent back to check if Etihad can take care of this furhter. With all the pain and grabbed some energy went all the way back to Terminal 5 *(international) and I can't find a single Ehtihad person to take care of customer except a note with 1-800 number. The saga doesn't end here. I called that customer service number being at the airport with no proper signal and after 43 minutes, some customer care rep picks the call and transfer to another agent after hearing my painful story for another 30 minutes. After continue to hold for another 5-10 minutes, the calls gets dropped (awesome). Finally they made me wait in the airport and asked me if I can travel next day.Desired Settlement: DesiredSettlementID: Refund

At this juncture, I would like to ask Ethihad customer rep on 1) Why the reservation that was booked 3-4 months in advanced was missed ??2) The communication was always coming as CONFIRMED flight and how come we missed this until last day? 3) During the process of transfer, why the customer was sent to different associate carriers?4) How are going to compensate the customer for all the pain and a productibusiness being lost for the connections being lost ?

Business

Response:

[redacted]To whom it may concern, I have reviewed the concerns described and would like to take this opportunity to respond accordingly.Occasionally we have to make changes to our published schedules for operational reasons. The possibility that flight times and other factors. can change is highlighted on our website and in our email confirmation of bookings.It is our policy to keep these to a minimum so as to avoid disruption to our customers and also to notify all those passengers affected. That said, our investigation reveals that on the ** April, an email with the seat assignment and revised flight itinerary was sent to the guest via the email address [redacted].We thank you for the opportunity to review the concerns.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:

[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,

Business

Response:

Revdex.com Ref: [redacted]Our reference: [redacted]Date ** July 2015To whom it may concern,In line with the Etihad Terms and Conditions Carriage which is available on our website [redacted]9.1 SCHEDULES9.1.1 The flight times shown in timetables may change between the date of publication (or issue) and the date you actually travel. We do not guarantee them to you and they do not form part of your contract with us.9.1.2 Before we accept your booking, we or our Authorised Agent will notify you of the scheduled flight time in effect as of that time, and it will be shown on your Ticket. It is possible we may need to change the scheduled flight time subsequent to issuance of your Ticket. If you provide us with your contact information, we or our Authorised Agent will endeavour to notify you of any such changes. If, after you purchase your Ticket, we make a significant change to the scheduled flight time, which is not acceptable to you, and we are unable to book you on an alternate flight which is acceptable to you, you will be entitled to a refund in accordance with Article 10.2.As such, we are unable to comply with the request for compensation.We thank you for the opportunity to review the concerns.Sincerely,

We were threatened, being partial and went through severe harassment by Etihad staff when we went to Toronto Pearson International Airport Terminal 1 to drop off my mother who was travelling to India via Abu Dhabi in Etihad Airways. We went to the Etihad counter and the gentleman who was there wanted to inspect the hand luggage and
requested us to drop the hand luggage in that box to make sure it meets the requirements, when we put the luggage horizontally it fits in, and when we put vertical the wheels were coming out, therefore he refused to give us the tag, this tag would enable the passenger to take the hand luggage inside - this is totally new to us, there was no such "tag" policy for hand luggages.
But to our surprise, there were few others before and after us having the exact same size of the hand luggage were allowed BUT we were rejected by this gentleman.
This same hand luggage our mom brought from India 10 days back without any problem in the same airline.
So when we went to drop off 2 check-in luggage at the counter he shouted at us and said "I am the one who is going to be at the gate and I will not allow you" in a loud threatening voice. We asked the lady at the counter if we could check-in the hand luggage as it was only 6KG which is lower than maximum allowed, but she said $300 charge, asked if we could talk to the supervisor and she pointed out to a person standing there and when we went to speak to him, he said that gentleman was his superior and he cannot do anything and the only option was to buy a new luggage from the close by store.
We went and spoke to this gentleman and asked why he allows other passengers who were having the exact same hand luggage but refusing us, at this moment he became aggressive and without any explanation he said "NO YOU CANNOT" in a rude manner. Then we wanted to know his name, his name tag
shows "KEITH" and we asked for his last name / id number, he was pretending to be showing the id, but hiding half way through so that we would not see his id number, he became more aggressive and was about to manhandle my uncle to confiscate the boarding pass which we got at the time of dropping off the check-in
luggage. Then we shouted "DONT TOUCH" when he was approaching my uncle to impound the boarding pass. He threatened us and said I will see you at the gate and see if you are boarding today in a threatening loud voice.
We were terrified at his actions and lost the peace of mind and wondering what would happen at the gate or in the flight to our mom.
This is the first time ever an airline staff threatening the passenger that he "will see at the gate". We were intimidated, threatened, verbally harassed and being partial in full view of the other passengers. We managed to get the full name of this Etihad employee, his name is Keith Anthony B[redacted] (last name must have spelling mistake). This drama took place between 12:00 and 12:45 (EST) noon on Tuesday [redacted] May 2016 at Terminal 1 of Toronto Pearson Airport at Etihad counter.
We have travelled many a time before in Etihad as well as other airlines and went through so many European/Asian and North American/Carribean airports and we never had to deal with any aggressive airline employees like this. This was strange and horrible. This is the first experience in our life in the airport and that also in Toronto airport by a managerial staff of a well known airline Etihad.
We will NEVER again think of travelling in this airline.

Review: My bag (which was 1 day old) arrived broken after first connection on Etihad airways. I reported issue and airline failed to fix it, even though when I picked it up in Abu-Dhabi US pre-pre-custums I asked and waited for a representative to wrap my bag, they didn't bother to do it and my bag arrived in Chicago with over 10 kg of lost items. My items came floating on bags belt!!! I was a Business Class Passenger!!!Desired Settlement: A refund for lost items. I have submitted detailed pictures and full itemized items for lost articles.