Etihad Airways Customer Service Issues

I have been trying to get a refund from Etihad after I exchanged directly with them. Even though Etihad has taken control, their agents are unable to find the ticket to process the refund. It seems there is an error in transmitting the ticket information. I have contacted Amadeus tech and GDS support in Bangkok to address the issue. An incident report has been opened, and we are waiting for Etihad tech support's response regarding the error. I will update the customer once the incident report is acknowledged by Etihad. - Last3Kalcantara

I work on a cruise ship and was a passenger on EY435 from Manila to Abu Dhabi on May 25, [redacted], connecting to EY 11 to London on May 26, [redacted]. When I arrived at London around 7:30 am and checked into the Premier Inn by 8:30 am, I noticed that my luggage's right bottom wheel was damaged, likely during our travels. Despite having a cloth protector on the luggage, the damage was not visible from the outside. Upon reporting the issue at the airport, I faced difficulties finding the right assistance as various airport staff members directed me in different places but could not offer a resolution. My suitcase, which I recently purchased online, was precious to me, and I hoped to use it for a long time. After a tiring 15-hour flight and struggling to rest at the hotel due to this incident, I feel frustrated and exhausted from trying to seek help at the airport. As someone from the Philippines, purchasing such an item was a significant investment for me, and mishandling it was the last thing I expected. I need assistance with this matter as it has left me distressed and upset.

Dear Sir/Madam, I am writing to express my concern regarding my recent travel experience with Etihad Airways. On May 31st, [redacted], I flew from New York (John F. Kennedy) to Abu Dhabi on Flight EY [redacted]. My booking reference is U94D07. Subsequently, on June 1st, [redacted], I traveled from Abu Dhabi to Ahmedabad on Flight EY [redacted]. Upon reaching home in Ahmedabad, I discovered a letter in my baggage regarding a security inspection. However, this letter did not specify which items were confiscated - a CANON DSLR camera and a scatting overboard. These items were taken without my knowledge or any notification during my layover at Abu Dhabi Airport. Despite being at the airport for over 2 hours, I was not informed about the confiscation, which seems to contradict international regulations. I provided my contact number during booking, yet I received no communication from Etihad or Abu Dhabi airport security. I kindly request a review of this incident and the return of my confiscated items or a clear explanation for their seizure. Restoring these belongings will help rebuild my trust in Etihad Airways and the Abu Dhabi Security Authority. Thank you for your attention to this matter. Sincerely, Raxitkumar Shah

Hello, I have a booking with Etihad from Belgrade to Nairobi (ETKT [redacted][redacted]-4). My journey started today on August 2nd, but the Air Serbia flight was delayed, causing me to miss my connecting flight from Frankfurt to Abu Dhabi. Upon arriving at the gate 10 minutes after boarding had finished, I received no assistance from the gate staff, who spoke limited English and only provided me with a contact number for Etihad's call center in Germany which was closed. It's disappointing that stranded passengers at Frankfurt airport are left without guidance. I have searched online for alternative flights to Nairobi for tomorrow night, but prices are high. As a gold member of Etihad guest, I find it disheartening that the provided contact number has limited availability. I am unable to call the general customer service line as I am using Skype. Could you provide a WhatsApp contact or call me on WhatsApp at 00[redacted]2? Your prompt assistance in helping me reach Nairobi by tomorrow night would be greatly appreciated. Thank you, D. Milincic Etihad guest number [redacted]95

Dear Etihad Management, I am writing to inform you of a concerning situation regarding my recent flight experience on EY217Y and EY101Y from Hyderabad to New York with layovers in Bengaluru and Abu Dhabi. Upon arrival at JFK Airport on August 18th, [redacted] at 4:04 PM, my luggage with baggage tag No. [redacted] 9W942746 was missing. Despite being assured by the ground staff that I would receive an update within 24 hours, I have yet to hear any information about the whereabouts of my luggage after multiple attempts to follow up. This oversight is disappointing and unprofessional, especially considering the advanced technology available. I have submitted all necessary paperwork with my contact details and am particularly concerned about irreplaceable items inside, including specially designed wedding attire for the bride and groom. I kindly request prompt assistance in locating and returning my missing luggage, as these items hold significant sentimental value. I can be contacted at my mobile [redacted] for any updates on this matter. Sincerely, Anjali Gangavarapu

I am a member of Etihad Guest with membership number: [redacted]94. My luggage label is 5607EY865494. During my recent trip from Dammam to Abu Dhabi on Flight EY326 on August 15th, connecting to Flight EY11 from Abu Dhabi to London on August 16th, my luggage was damaged. The front section of the bag was ripped and is no longer secure to hold its contents. I tried to report this to the Etihad baggage staff at Heathrow but was advised to email the details and pictures of the damage for compensation. Despite sending four emails to [redacted], I have not received any response. I am reaching out to request either a repair or replacement for my damaged bag due to the handling by Etihad. Thank you for your prompt attention to this matter.

On November 4th, when flying with you to the Maldives through TUI, I noticed a discrepancy in the seating selection policy. The contract mentioned seats could be chosen 48 hours in advance, but this had changed to 24 hours without prior notice, unless an additional fee was paid. Due to this unexpected policy change, I felt compelled to pay the extra £[redacted].40 to secure seats as we were on our way to Heathrow from Cornwall. Furthermore, despite booking tickets together, we were seated rows apart, which was disappointing and felt like a lackluster experience compared to what I expected from a premium airline like Etihad. I hope this matter can be resolved, restoring my confidence in Etihad as a top-tier airline. Thank you, Paul

I recently traveled from Jeddah to Abu Dhabi with my mother and wife on Etihad Airlines after completing Umrah. Unfortunately, on October 30th, I had an issue and was detained by the police in Abu Dhabi for a month. Consequently, my luggage was held in Abu Dhabi for the same period as it was under my name. Upon resolving the matter and attempting to retrieve my luggage via a connecting flight from Abu Dhabi to Colombo and then to Bangalore, the Etihad staff informed me that the 88 kgs of baggage might exceed the limit for the connecting flight with SriLankan Airlines. They advised me to claim the luggage in Bangalore. Despite being assured by the Abu Dhabi team that the baggage claim team in Bangalore was informed via email and would assist me, I faced confusion and lack of information upon arrival in Bangalore. The discrepancy between the information provided by the two teams has left me baffled and I urge for a prompt resolution to this matter. I have attached the necessary documents for reference.

Dear Team, I am writing to share my recent travel experience with Etihad. On December 10, [redacted], I flew with my two sons, aged 13 months and 9 years, from Tampa to New York, then Abu Dhabi to Hyderabad. I encountered several issues: 1. I did not receive a bassinet on the Abu Dhabi to Hyderabad flight. When I inquired, I was informed that the bassinet was not confirmed for this flight. This lack of communication was disappointing. 2. At JFK, I checked in my own stroller but was told I would get it at my final destination. In the meantime, the alternative strollers provided were unclean. When I reached Hyderabad, I had to manage without my stroller, causing a lot of inconvenience, especially with two kids. 3. After waiting for 1.5 hours at the baggage claim, my stroller was missing. It was delivered to my home the next day, damaged. This was upsetting as it was a new stroller. Since my journey, I have been experiencing severe back pain. My overall experience with Etihad was extremely disappointing and stressful. Please contact me at [redacted] if needed. Sincerely, Lavanya

Booking reference OTIOOW: I completed online check-in but encountered issues receiving the boarding pass via email despite the correct details being provided. Please send it to [redacted] Disappointed with Etihad; struggled to input passport and personal details, requiring our travel agent to intervene as indicated by you. Even attempting to use Google Chrome, per your advice, proved unsuccessful. It's frustrating that basic online tasks are challenging with your system, necessitating contacting customer service. I will not choose Etihad in the future and will advise against it. I have not faced similar problems with other airlines. Nicola Folland

Hello, I am Ilouwna le Roux and I have been dealing with an unresolved issue since [redacted]. Last September, my aunt bought me a ticket from Seoul, South Korea to Johannesburg, South Africa. Unfortunately, I missed the flight due to traffic while heading to the airport. The airline at Seoul Airport advised me to purchase a new ticket, as no other Etihad flights were available that weekend. They also mentioned my aunt's payment wasn't verified, so I couldn't board the plane even if I made it to the airport. My aunt suggested requesting a refund to her card. Despite being assured by representatives that a refund was possible, no progress has been made. An audit revealed no money traces for the refund, prompting me to keep following up with customer care to no avail. The booking details are as follows: - Passenger: Ilouwna le Roux - Booking reference: NXWBIH - eTicket receipt: [redacted][redacted] - Flight date: 21 September [redacted] - Beneficiary: Maryna Fedeli - Email address: [redacted] I have spent a significant amount on calls with customer care. I am hopeful for a swift resolution to refund my aunt for the expenses incurred. The last contact person was Voja from European accounts, who promised a follow-up but hasn't reached out yet. Thank you for your assistance.

Hello, I have reserved a round-trip for my parents from CCU to JFK, planning their flight from May 9th to August 1st under Itinerary # [redacted][redacted]. I need to select their seats and arrange for a wheelchair service. I have a few inquiries: 1. How can I reserve seats without additional charges? In my previous experience in [redacted], I could select seats a month in advance for no extra fee, but I can't find that option now. We prefer a window and middle seat. 2. How will my parents receive the wheelchair service upon arrival at CCU airport? 3. What is the process for obtaining a wheelchair at AUH if the terminal changes for their connecting flight? 4. Will the person assisting with the wheelchair at AUH take care of all necessary procedures, including immigration? 5. Upon arrival at JFK, how will they access the wheelchair service? 6. Can someone who speaks Bengali or Hindi be available to assist due to language barriers? 7. Is there a cabin crew fluent in Bengali or Hindi during the flight? I appreciate your prompt response. Thank you, Pritha Mukherjee

Upon returning to the US through Customs with Etihad Airways on March 18, I had a concerning experience. I was instructed to remove my money pouch, which was placed in a tray with my purse and carry-on. Subsequently, I was taken to a room for a pat down by a female official who did not allow me to bring my belongings inside. Upon my return, my money pouch was missing from the tray, prompting security personnel to advise me to file a claim during my connecting flight EY [redacted] from Abu Dhabi to JFK. Unfortunately, due to time constraints, I was unable to do so. Security mentioned reviewing the security footage. Despite waiting around 40 minutes, I had to depart. I am hoping for updates on the investigation and guidance on how to retrieve my items, including a black 4-zippered pouch containing vital documents and money. Please reach me at Farnesia Ann Boswell, 1-[redacted] or [redacted] Additionally, a copy of my passport was made by the security officer. Thank you for your assistance.

Hi. I made a seat booking at the end of December [redacted] for a flight to Bangkok. Instead of charging me once for £42.20, the online system charged me three times a total of £[redacted]. I reported this issue to Etihad in Abu Dhabi, and they acknowledged the mistake and assured me of a refund in a few days. Despite my travels with limited access to wifi, the problem remains unresolved. My bank has confirmed no refund from Etihad. I find this situation highly frustrating. I am looking forward to a prompt resolution and hope for a full refund along with any additional compensation offered. Our return flight from Bangkok with Etihad is scheduled for April 2nd. I await your response eagerly. Best regards, D. C.

I made a reservation for a flight from the US to Nepal on April 14th, but my friend accidentally booked another ticket for me on the same route with the same airline for April 16th. I had to cancel the first booking, and they charged me $75.00 plus an additional $40.00 for miscellaneous expenses, totaling approximately $[redacted].00 in cancellation fees. I am a loyal Etihad Airlines customer and unintentionally booked two tickets for the same journey. I would appreciate your assistance in obtaining a refund for the unnecessary cancellation fees I incurred. Thank you.

I need to confirm a flight booked through Oppodo. I've been attempting to view my flight details using the reference number provided, but it directs me to contact the airline. My name is Jan Marie de Leon, and my flight details are as follows: May 4, [redacted], 15:00, from LHR to MNL. The airline reference number is MAST4F, and the PNR number for check-in is INYYUX. I’m seeking verification that the booking is confirmed on your end. Thank you and I look forward to your response.

Hello, we are a group of 4 Indian citizens traveling from DELHI to LARNACA for work under a work visa status on April 23rd, [redacted]. We have been attempting to reach your Company without success. It is crucial we obtain the following information promptly: 1. Where and how should we submit our Cyprus work visa copies/photos for the airline's boarding requirements? 2. We will have layovers in Abu Dhabi and Amman. Will we require visas to enter the airport if we remain in the transit areas? Our flights are all with Etihad Airways, and we will not be checking in our baggage again, just waiting to board our connecting flights. Our itinerary includes: - DELHI, IN - ABU DHABI, AE (Flight no. EY229) - ABU DHABI, AE - AMMAN, JO (Flight no. EY513) - AMMAN, JO - LARNACA, CY (Flight No. EY5308) Thank you for your assistance.

I came to pick up my partner on Etihad Airways flight EY [redacted] from Abu Dhabi scheduled to land at 17:05 in Melbourne, but it was diverted to Singapore and eventually canceled. The Etihad staff mentioned the possibility of rebooking on two Qantas flights heading to Melbourne, but the details were unclear. I'm anxiously waiting to hear from my partner, David Kenneth Williams, who is travelling to my home for the first time. Concerned that his phone may be dead or left on the plane, I, Amanda Gibson, booked his flight and can provide all the ticket details. As his next of kin contact for Etihad, I urgently need to know the new flight information to pick him up at the airport. Thank you for any assistance.

I have a passenger who was unable to use their ticket on the travel date. When they arrived at the airport in Kiev, they were told by Alitalia that the ticket was invalid. Despite confirming with Etihad over the phone that the ticket was valid, Alitalia did not allow the passenger, who is a student, to travel. The passenger ended up staying at the airport for 13 hours. After two days and purchasing a new ticket, Alitalia informed them that the old ticket was now valid. The status of the ticket remains open. Since the passenger could not use the original ticket, I kindly request a full refund. Name: R.M. PNR: XKBSZW Ticket Number: [redacted][redacted]

I recently booked a flight to the UK and unfortunately received news that my brother was diagnosed with stage 4 terminal throat cancer. Upon contacting Etihad's 24-hour booking office, I spoke with 'Mohamed' who promised a full refund if I provided proof of this dire situation as he was a direct family member. Despite suggesting I try to manage the change online, 'Mohamed' assured me he could handle it personally, guaranteeing a full refund including the £34 fee. Sadly, two days later, I received an email stating there would be no refund for any fees and even wished for my brother's speedy recovery. This experience was not only misleading but also hurtful, as they failed to understand my situation.