I was travelling from Adelaide, Australia to Mumbai, India on **rd November ****, with...

GetHuman-urjathem's customer service issue with Etihad Airways from December 2018

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The issue in GetHuman-urjathem's own words
I was travelling from Adelaide, Australia to Mumbai, India on **rd November ****, with Etihad airways in connection with Virgin Australia. My entire journey which should have been ** hours turned into ** hours just because Etihad ground staff is incapable of doing their jobs right. The ground staff is heartless, irresponsible and does not understand the sanity and the well-being of their customers. *My flight operated by Virgin Australia from Adelaide to Sydney EY****, **rd November **** which was supposed to depart at **:** AM AEST got delayed to **:** PM AEST due to the bad weather in Sydney.*After reaching Sydney I was supposed to catch my flight for Abu Dhabi which was operated by Etihad Airways. At the domestic gate I was supposed to meet the crew of Virgin Australia so that they could put me on my Flight EY***, **rd November ****. Because of the previous delay even though I had enough time to board the flight, Virgin Australia did not let me leave from the domestic airport and asked me to stay at their office and not board the flight. When I asked for more information the head said, “We have been told not to let you leave and we are putting you on the next flight”. When I mentioned I have a connecting flight from Abu Dhabi he replied, “We know about that, but we cannot let you leave”. *They re-booked me for Sydney to Abu Dhabi EY***, **rd November **** which left after a layover of * hours. I asked the ground staff crew at Etihad, Sydney to book me on the earliest flight from Abu Dhabi to Mumbai so that I can get to India as soon as possible due to family commitments, Examination and my flight from Mumbai to Nagpur. Etihad crew member Seema assured me that Abu Dhabi Etihad can fix this and help me. Therefore, she wrote a remark for Etihad, Abu Dhabi which mentioned putting me on the earliest with their co-partnered flight JET AIRWAYS. *I reached Abu Dhabi at **:** AM, directly went towards the ground staff of Etihad. I asked when I am booked for the next flight from Abu Dhabi to Mumbai, the staff said after a layover of * hours. I asked them to look for the remarks and emails sent to them by Etihad, Sydney. The crew member’s name was Aaliyah. She read the remark and then asked me to speak to Virgin Australia to re-book me for Jet Airways since they booked all my flights for me. I called Virgin Australia and requested to put me on the earliest flight Jet Airways: Abu Dhabi to Mumbai departing at *:** AM **th November ****. Virgin Australia re-booked me for Jet Airways. *Now, Etihad ground staff says at *:** AM that I cannot board into Jet Airways even when I have been booked on the flight, since they need to transit my luggage to Jet Airways and it would take time and the flight cannot wait for just one passenger. I asked them to just put me on the earliest flight due to my health concerns. I begged them and emotionally broke down in front of the staff. Asked them to send my luggage whenever possible and I would pick it up from Mumbai whenever it arrives. The flight was not even boarding at that moment. The ground staff asked me to pay for the Jet Airways new ticket when I refused to do so, the ground staff then lied to me and said the flight was on its final boarding at *:** AM which is * hours earlier than the flights departure. I was physically and mentally tortured by the entire staff of ETIHAD AIRWAYS. *My initial flight was to depart at *:** AM by flight EY*** but rather than putting me on the flight Jet Airways which I was booked for, Etihad made me stay at the airport without providing any accommodation, food vouchers and neither letting me in the lounge for * hours and asked me to board Flight EY*** instead departed at **:** PM. When I asked them for accommodation they asked me to go downstairs and wait at the waiting area because this is none of their problem and they cannot do anything about this situation. No apology was given. When I asked the staff if I could take an on-time arrival visa and look for my own accommodation the staff said yes initially and made me walk for ** mins towards the immigration counter, when I just had *.* hours left I was told I cannot leave the airport. I went back to the ground staff and asked them why they asked me to go towards the immigration counter when you know the rules. The staff member said, “OOPS I forgot to tell you that, I did not have information regarding that”. Purely experienced torture. *Due to making million calls just because Etihad ground staff, ABU DHABI asked me too, I have received my cellular bill for $*** AUD which in the end was not even worth it. Etihad just made a total joke of me. The crew member was laughing and joking around when I was on the calls emotionally breaking down. My health has been suffered I have been suffering from Spondylitis and has worsen since the travel. I suffered because of a mistake which is not made by me but by you for ** hours. The issuing airline is Etihad not Virgin Australia. I booked my tickets by the fact that I will not have much layovers and thought the airlines is a good one. But I was wrong and disheartened by the way I was treated. The crew made me run here and there as if I am a toy and my health is a joke for them. Because of this I missed my flight from Mumbai to Nagpur on **th November ****. I am just a student, came to give my important exam which was on the **th November **** and this is how I was treated and tortured by your airlines and your ground staff. Where I was mentally and physically tortured for ** hours and no one bothered. *When I arrived at Mumbai at **th November **** **:** PM, my luggage was still in ABU DHABI because the crew did not dispatch or transit it. Then what was the point for my layover at Abu Dhabi for * hours? This is a clear proof that Etihad does not know what and how to do their job. *I have received my luggage after * days i.e. on the **th November **** at the Nagpur Airport, where my luggage is mishandled, damaged. The bag was torn, wheels were broken, and the goods were missing from the bag. Jet Airways did not take any responsibility when asked for the goods, they said “We are handing you over the bag which was sent to us by Etihad”. *You think we pay that high fare to get tortured and treated this way?*I have been mentally and physically harassed, received a cellular bill for more than $*** AUD due to your insensible and irresponsible crew members, missed my important exam, missed my flights, health worsened as mentioned I suffer from Spondylosis for which your crew did not care about, I was hospitalized, lost my valuables worth **,***Rs*-. *I would like to hear back from you regarding this situation and please tell me how I am supposed to pay off for all my issues which has arisen because of your poor service and irresponsible staff member. Also I will not stand back and this complaint will go on all your social media handles so that people know what they are paying for.**Regards,*Urja Rajendrakumar Themaskar
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Etihad Airways

Customer service issue
Reported by GetHuman-urjathem
Dec 3rd, 2018 - 6 mons ago
I have an issue with Etihad Airways too
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Dec 3rd, 2018 8:04am