Etihad Airways Customer Service Issues

Hello, I am Riya Mehta. My husband lost his dark blue American Tourister laptop bag with documents at the security check-in in Abu Dhabi airport on March 19th. He traveled from Ahmedabad on flight EY0289 to Abu Dhabi Terminal 1 at 5:55 and then took flight EY0019 to London Heathrow, arriving at 10:45. I kindly request your assistance in locating his bag. Please contact me at [redacted]1 in the United Kingdom. Thank you for your help.

I tried to book a one-way flight today from Bangkok to Frankfurt for two passengers in Economy class on Wednesday, June 15, [redacted]. The flight numbers are EY431 and EY1, departing from Bangkok at 17:00. The total price for all passengers is 18,[redacted] THB. However, during the booking process, I encountered an issue where a banner displayed saying, "We are unable to process your request" in both English and German. I'm unsure why the airline is unable to complete the booking at this time. Etihad Airways recommended contacting their phone numbers, but with a note to call only if flying within 48 hours. I'm confused about this restriction and why I can't book the flight on Etihad's website in German either, as the outcome was the same.

In December [redacted], we bought tickets from SATGURU Travel and Tourism in Dubai. Despite being assured by the agent and waiting patiently from January to June, we never received our tickets. In July, we were given a fake ticket for a July 4th, [redacted] flight which turned out to be non-existent upon arriving at the airport. This entire experience has left us feeling scammed as we were charged for tickets we never received. We initiated a dispute with our credit card company, providing them with the fake ticket sent via WhatsApp as evidence. However, they require further proof of the flight cancellations and Etihad Airways' refund policy, which we did not receive from the agent. The total amount paid for this transaction was $[redacted]. Any assistance in obtaining a letter confirming the flight cancellations would greatly aid our case in reclaiming the funds we lost.

I have made a booking for my son to travel from Cochin to Doha on 15/11/[redacted]. The booking was accepted with the reference HWDUEA. However, no payment was deducted, and I received a message stating that the payment is being processed. I have not received any email confirmation yet. I have tried contacting the toll-free number without success. When attempting to make another booking, the system is not allowing me, indicating that I already have a booking with the same details. I am based in Qatar, and my contact WhatsApp is [redacted][redacted]. The passenger's mobile number is +91 [redacted].

Dear Sir, I, Mohammed Abdul Rahman Cherukattu, with Etihad guest No. [redacted]16, transferred my ticket amount to the travel bank on 14 May [redacted] due to the inability to cancel, only allowing for postponement or Etihad credit. My ref.No. was AVPRGL, and the ticket number was [redacted][redacted]. Unable to utilize the travel bank credit because of COVID-19 airport closures, I am now planning to travel on 07th July [redacted]. However, I noticed no flights to Kozhikode are currently operated by Etihad Airways. Given my residency in Kozhikode and the previous ticket destination, I request a ticket for 07th July [redacted] to Kozhikode airport. Choosing the travel bank account only because a refund was not possible then, I seek your assistance in refunding the amount for future use. I encountered issues submitting a form on the help/feedback site due to the required arrival airport and date and time fields, which are not applicable since Etihad does not fly to Kozhikode. Your prompt response is appreciated. Best regards, Mohammed Abdul Rahman

I am currently in Thailand and have been attempting to reach their customer service center at [redacted]77 to modify my flight due to medical reasons under the booking reference QBFBFR. Despite numerous attempts over three days totaling approximately 10 hours, I have been unable to connect with anyone. Even on the first day, I spent 5 consecutive hours trying to get through. Given the urgency of my situation, I had to book a separate one-way flight back with booking reference JYRXWP, as I had no alternative means of communication. This experience has left me very dissatisfied with the level of customer service provided, as it shouldn't take over 10 hours waiting on hold to reach them. I would appreciate it if this feedback could be escalated to someone in customer relations to address this ongoing issue. I believe I am not the only customer facing this challenge. Thank you for your attention to this matter. Best regards, Paul N.

I have booked a flight ticket for my mother-in-law, Jagruti T., from Ahmedabad to Adelaide for May 12th, [redacted]. The booking ID is TJ[redacted]92, and the booking status is confirmed. I would like to arrange Gujarati Assistance for her at Melbourne airport during the immigration process and airport checkout. The flight details are as follows: EY-[redacted] from Ahmedabad to Abu Dhabi, EY-[redacted] from Abu Dhabi to Melbourne, and EY-[redacted] from Melbourne to Adelaide. Can you please provide me with the contact details of the airlines?

Hello, I would like to verify if our reservation is confirmed. We purchased a trip through Havas Voyage and just want to ensure everything is in order. Despite not receiving confirmation or flight tickets, we do have the following flight details: EY32 from Paris to Abu Dhabi on June 6th, EY430 from Abu Dhabi to Phuket, EY431 from Phuket to Abu Dhabi on June 21st, and then EY31 from Abu Dhabi back to Paris. Can you confirm these flights for Coralie RUZZU and Valentin MOUEZA? Also, please check if baggage is included. When can we expect to receive our tickets? Thank you, Valentin M

Dear Sir/Madam, I am reaching out for assistance regarding an issue with my flight booking. Due to the impact of the Coronavirus, I was unable to utilize my Etihad flight from Manila to Munich scheduled for June 27, [redacted] (Booking Reference: ZPVJQF). I am now looking to reschedule my flight for July 13, [redacted], with the following details: 6:10 PM EY [redacted] from Manila to Abu Dhabi, connecting to EY 5 from Abu Dhabi to Munich. My German Passport number is CH1HZ2RZF. I am inquiring about the possibility of a refund for my original ticket or if it can be exchanged for the new flight. I visited the Etihad office in Manila on May 19, [redacted], only to discover that the address listed on your website, Gulf United Building, [redacted] Edsa, no longer houses an Etihad office. As my Visa Card expired due to travel restrictions caused by Covid-19, I intended to purchase the new ticket with cash. If unable to assist, I may have to consider an alternative airline for my travel needs, as traveling to Manila is inconvenient. I am willing to make the payment via bank transfer for the new ticket. Looking forward to your prompt assistance for my upcoming travel plans. Sincerely, Peter T.

Hello, I contacted you by phone to inquire about changing my reservation date due to multiple schedule changes. The latest time change resulted in a date change. My question was whether it would be possible to change my reservation date to arrive in Bangkok before July 23, [redacted], as originally planned. The response I received suggested purchasing a much more expensive ticket than the one I bought on December 13, [redacted], citing changes in the tourism industry since my original purchase. I have received 14 emails regarding ticket changes or cancellations, not including the other travel arrangements. It is concerning that your company cannot accommodate us on another flight when booking with Etihad, where I do not anticipate facing such issues. There are 8 of us traveling together on this flight, and all of us are affected by the schedule changes. I reiterate my question: is it possible to be accommodated on another one of your flights to reach Bangkok before July 23, [redacted]? I thank you in advance for your attention to my request. Best regards, Me Ben Hamza.

Good evening, I contacted you by phone to inquire about changing my reservation date due to multiple time changes leading to a date change. My initial purchase was for arrival in Bangkok before July 23, [redacted]. However, the proposed solution was to purchase a much more expensive ticket due to industry changes since my original purchase on December 13, [redacted]. With a total of 14 emails for changes or cancellations of tickets, I find it concerning that Etihad Airways is unable to accommodate us on another flight. Traveling with a group of 8 people, we are all affected by the schedule changes. I kindly request assistance in rebooking us on a different flight to reach Bangkok before July 23, [redacted]. Thank you in advance for your attention to my request. Best regards, Me Ben Hamza.

On June 8th, we departed Melbourne heading to Zurich via Abu Dhabi. Unfortunately, during the flight from Abu Dhabi to Zurich, we were informed that our luggage remained in Melbourne. Upon arrival in Zurich, we visited the lost luggage counter and received a Property Irregularity Report with file number AHL ZRHEY14184. They assured me that once the baggage arrives, they will contact me and deliver it to our hotel in Flims. As we are checking out of the current hotel tomorrow, it is crucial that we receive our luggage, particularly our medications. I have not received any communication from them yet.

My wife, R.S., is currently traveling from London Heathrow to Oman via Abu Dhabi. Unfortunately, her originally scheduled flight from Abu Dhabi to Muscat was cancelled, leading us to rebook both flights just 2 days prior to departure. With a 14-hour layover in Abu Dhabi, when she requested a hotel room or permission for a day visa, she was denied by EY. The EY staff she encountered were quite unfriendly, refusing to provide accommodation despite the lengthy layover. They mentioned this should have been arranged during booking. Given the inconvenience of reorganizing her flights due to the cancellation, a more friendly and accommodating approach from the staff would have been appreciated, such as offering a hotel stay to make her travel experience more pleasant. Currently, she is likely at the airport transfer, possibly in a lounge.

I have booked a journey from Chennai to Marseille with Etihad Airways and encountered an issue with my baggage being delayed during the trip with multiple stops. Despite being assured that my luggage would reach Marseille without any further checking required, it did not. The flights were split between different airlines, including Air Arabia, Etihad, and Air France. Unfortunately, after registering a complaint and waiting for 10 days, I am unable to contact customer service, access my file number for tracking, or receive responses from the airlines. The lack of assistance and unresponsiveness from the airlines has left me feeling frustrated and uncertain about how to retrieve my delayed baggage.

Flight Reference: DWSEK Customer Reference: [redacted][redacted] I had booked a flight to Singapore for 03/05/[redacted] that was unfortunately cancelled due to Covid-19 by Etihad. Initially, I was offered a credit that could last for up to 7 years by a customer service representative. Utilizing this credit along with an additional payment, I then booked a flight to Sri Lanka for 16 August. Recently, the British Foreign Office advised against non-essential travel to Sri Lanka, which made me reconsider my plans. Upon contacting Etihad's customer services, they informed me that leaving the ticket open would keep the credit valid until March [redacted]. However, I am unable to travel between September [redacted] and March [redacted]. I am seeking an extension of the credit or a refund of the initial amount with the remaining sum credited. A detailed email confirmation of this request would be greatly appreciated as the previous communication lacked specific information. Thank you.

Dear Sir, I would like to report a missing luggage incident during my recent trip from Bangalore to Hamburg via Abu Dhabi and Amsterdam on 13th and 14th July [redacted]. The flight from BLR to AUH to AMS was with Etihad, and AMS to HAM was with KLM, reserved through the Etihad website. Upon arrival in Hamburg, I was unable to locate our baggage and found no one at the lost and found counter. Passengers without their luggage, including myself, were directed to a counter with airline barcodes, where I discovered Etihad was not listed. When I scanned the KLM barcode, it did not recognize my booking reference. To address this issue, I have filed a complaint on the Etihad website with reference number [redacted][redacted]. All three pieces of luggage are missing, and I am sharing the baggage tags for your review. I seek guidance on the next steps to take and clarification on my consumer rights in this situation. Additional Information: Passengers: Arvind Kumar Sinha and Antara Manini Booking Reference: DAMERX Route: BLR-AUH-AMS-HAM Dates: 13.07.[redacted] - 14.07.[redacted] I look forward to your prompt assistance. Best regards, Arvind Kumar Sinha

Hello, I am Rana Rifai. Today, on July 5th, my child Luna Hijazi and I flew with Etihad Airways to Beirut, Lebanon. While checking in at Abu Dhabi, I was not allowed to keep my small carry-on bag and was asked to check it in with my two larger travel bags. Regrettably, my $[redacted] and my child's medications were stolen from the small bag upon arrival in Beirut. I am questioning why I couldn't keep the small bag with me, especially with my 6-year-old child, and why Etihad did not inform me about the restriction on checking in luggage. My name is Rana Rifai, an American passport holder. My booking reference is FGORQO. Thank you.

I am inquiring about the validity of my open ticket. I had purchased 2 tickets from Brussels to Bangkok for a trip on 17 March [redacted], returning on 24 March [redacted]. Due to the Covid-19 pandemic, I had to cancel on 31 January [redacted] and was issued a Keep it Open ticket. The booking number is: HMABOF and the ticket numbers are: [redacted][redacted] and [redacted][redacted]. Is it possible to still book a flight with Etihad at a reduced price? We originally paid €[redacted].22 for the tickets and were under the impression that we could use them at a later date. We were not made aware of any time limit for using a Keep it Open ticket. Due to work and the pandemic, we were unable to travel earlier, but we plan to go on holiday in October. We understand tickets cannot remain open indefinitely but kindly request an exception or a reduction on the fare for our October booking. Thank you. Best regards, Dominick Martin.

I was scheduled to travel on Ethihad flights EY100 and EY268 from JFK to AUH to MAA on August 11th (PNR-UZQZAP). Unfortunately, I missed my flight due to a delay with the previous connecting flight. My baggage, initially transferred from Jetblue flight B6-[redacted], was left at the expeditor's office at JFK as Ethihad rejected it when I missed my flight. Jetblue kindly rebooked me with Emirates on flight EK-[redacted] ensuring my baggage would be transferred, but upon arrival at my final destination, my baggage did not make it. I am missing 2 suitcases with claim numbers [redacted] and [redacted], one containing an important aviation logbook documenting my flight training. It is crucial that the airline locates and returns my bags promptly.

Subject: Complaint Dear Sir/Madam, Yesterday, Thursday 01/09/[redacted], I was supposed to take the flight from Geneva to Abu Dhabi to Manila to Sydney with a change of airlines in the Philippines. The flight reference is MNEOAT. Due to an error by a baggage check-in employee, I was unable to board. During check-in, the attendant informed me that I needed a health declaration form for the Philippines, which I was unaware of as I was in transit. She directed me to a website using my smartphone, and I had to pay AUD152.05. Despite its high cost, I followed her instructions. After payment, the form on my smartphone immediately showed "incomplete," although typically, the payment screen should not appear if the form is incomplete. I tried to complete it but was asked for accommodation details and a vaccination card number for the Philippines, which I didn't have. The attendant suggested I randomly find a hotel online and copy the address, which troubled me as the information should be accurate. She then left, saying I couldn't board. Subsequently, I went to the DNATA counter, where they confirmed transit passengers didn't need the form. The DNATA staff brought an ETIHAD representative, who tried to help but couldn't arrange for my boarding. I appeal to your kindness for a refund or alternative flight due to the grave error made by airport personnel, causing financial loss. Best regards, Elodie Risa Otagawa