Etihad Airways

Dear sir/madam,

I am emailing you in absolute frustration at the email my friend received a few hours ago from Expedia (Her internet connection is poor so she is sending the complaint from my phone).

We are currently on holiday in Bali, Indonesia (booked the flights through Expedia, and the flights were coordinated by Etihad Airways), and my friend has received an email saying that her flights back home (from Denpasar to Cairo) have all been cancelled without any kind of notice or explanation.

I highly demand a prompt explanation and, most importantly, action from Etihad Airways.

We had previously booked these flights with another friend as well, the route being as follows:

9th of August:

OD 0305
Denpasar to Kuala Lampur via Malindo Air

EY 0411
Kuala Lampur to Abo Dhabi via Etihad Airways

10th of August:
EY 0651
Abo Dhabi to Cairo via Etihad Airways

My friend is, to say the least, very disappointed with her travelling experience.

Please advise as soon as possible regarding this extremely urgent matter, as we do not appreciate this sudden change in the midst of our holiday.

Yours sincerely,
Salma Ammar

My email:
[protected]@yahoo.com

My friend facing the problem: [protected]@aucegypt.edu

I was told that my morning flight going home got cancelled and they transferred me to an evening flight. When i checked in for the evening flight, I asked what happened with the morning flight, and to my shock I was told that it went as scheduled.

I'm flying business and I was even told that there are empty seats available.

Here's the response I got from Etihad.
Thank you for writing to us about your flight EY2 and EY8 from Frankfurt to Abu Dhabi on 14 July 2018.

You have every right to expect that flights depart as booked, and I am really sorry that your flight was affected by schedule change. We certainly are sorry for the discomfort you experienced and apologise for any inconvenience caused.

Having carefully reviewed your booking, there was indeed a change in timing of EY2, but no cancellation. I have spoken to the reservations team and they admit that the agent first gave a wrong advice to you. We would like to apologise for that. However, your travel agency called shortly after and was advised about the right re-booking policy for the schedule change but did not change your ticket e.g. for the following day. It would have been possible to re-book the flight to the 15 July. You might get in touch with your travel agent for further details.

We understand that a good meal makes our guest's trip more pleasant. It is unfortunate and I am sorry to learn that you didn't enjoy our meal quality. I have shared your comments with our Manager Catering & Performance in order to ensure that they are considered.

I am also sorry to learn that you were confronted with the misbehavior of another guest. I certainly understand that this must have been a very inconvenient situation for you. Your feedback about the way our Cabin Crew handled the situation makes us very happy. Please be assured that our staff always ensures that the safety of our flights is given at any time. Our crew is specifically trained to handle such situations and even to restrain a passenger if necessary.

Since we value you as our guest and understand the importance of a pleasant experience, I would like to offer USD 150 to be credited to your Travel Bank Account as a gesture of goodwill. Travel Bank is Etihad Airways' credit tool that enables the airline to give service credits to guests.

It is an electronic alternative to giving cash or voucher refunds, and a completely paperless process. Funds are kept in the Travel Bank account until they are required. Travel Bank Credits be used as form of payment towards flight tickets or other Etihad Airways products and services.

If you are not already a member, you may enroll in our Etihad Guest programme online. Once you have enrolled in the Etihad Guest programme, please email me your Etihad Guest number so I can create your travel bank account and ensure the credits are added accordingly.

Further notes - Travel Bank: Credits are valid for a period of 365 days from the date it is credited. The credit validity cannot be extended. Credits cannot be exchanged in lieu of cash, but can be redeemed by calling the Etihad Airways Contact Centre or through the Etihad Airways Retail offices. Credits can be used to pay for tickets including taxes and fees as well as purchase of ancillary products such as extra leg room seats, excess baggage etc. A Travel Bank member may allow a non-member to utilize his/her service credits provided the non-member is an adult or child passenger. Miles redemption bookings, Etihad Holiday packages and Travel agency bookings cannot be issued using Travel Bank credits.

In order to follow up on your damaged baggage. Kindly provide your file reference number (PIR) which looks like the following reference: MNLEY12345.

Thank you for giving me the opportunity to address your concerns. We would really appreciate the chance to show you a better experience next time.

Yours sincerely,

Mario Knauth
Guest Relations

And then this was my response:
Dear Mario,

Thank you for the response and taking the time to take it point by point. Although I must admit, what you offered us, for both myself and my mother is quite defamatory. That amount does not compensate all the trouble, the hassle, the discomfort, and the stress it all caused.

First, I really find it quite preposterous to give us WRONG information for our flight. It's like a control center giving the pilot wrong information, the pilot does everything he can to land the plane properly, and then later you tell the pilot, we will just give you a credit to your account. I'm sorry, but that's just how I compare it.

Second, the travel agent did call. Several times, while we were at the airport, and in all fairness to them, they did what they could on their part. We went back and forth for over 16 calls that day, just to make sure we get a proper booking on our way back. In fact, they explored all possible scenarios, just to be able to avoid any more inconvenience on our part. I asked if we can move the flight to July 15 instead, Etihad said NO. I asked if we can take the later flight (EY008) but check in early and wait at the lounge at least, Etihad said NO. I asked if we can at least leave or check in our luggage early, even without lounge access, Etihad said NO. I then asked, what are the options on the table? They said take the EY008. That's it. I guess that's not an option at all. It's an order, and I find it very sick!

Thirdly, if ETIHAD would really like to correct this, they have 14 days to do so from June 30 to July 13. But never did we get any, ANY reach out at all. That day we checked in for our flight back home, out of curiosity we asked what happened with the morning flight, and do you have any idea how it felt like to be told that it pushed thru? After all the schedule changes, additional hotel accomodation, and cancelled meetings we had to make? Would you have any idea how humiliating it feels? Then we're told that there's even 5 empty business seats on that flight, you know how brutal that is?

My feedback on the food and the experience with another passenger are minor ones. The damage on luggage, we've shouldered already. Sometimes, those are not within your control and I won't take it against your airline. It's just plain feedback, just so you're in the know. The booking though is another thing. That should be within your controls and it's just unacceptable.

If you really want to make amends on this, I demand a refund for both myself and my mother, NOT of the whole flight, that's not fair; but of the flight out of Frankfurt, at least give us that courtesy.

And then this:
Thank you for writing to us about your flight EY2 and EY8 from Frankfurt to Abu Dhabi on 14 July 2018 again.

Having admitted that the first agent gave you a wrong advice is what we would like to apologise for. On the other hand your travel agency was advised about the right re-booking policy for the schedule change and had the control over the ticket. For us it is not possible to find out why no change was made in the end. As mentioned earlier, according to the re-booking policy it would have been possible.

Kindly allow me to explain that it wouldn't be possible to access the lounge earlier as we are using a 3rd party lounge in Frankfurt and we have strict agreements for the times where we can use it. This is similar to the luggage, which can only get checked-in when our counters are open. Thank you for your understanding.  

Whilst we do understand that you had to change your travel plans, we are not in the position to refund you for the Frankfurt-Abu Dhabi flight. In view of this, our offer of USD 150 to be credited to your Travel Bank account will remain the same.

My last reponse:
Thank you for the response. I also called Citibank and inquired about the lapses. Apparently, the finger points back to Etihad.

This is becoming a you-said, they-said scenario. I guess it all boils down to the customer always on the losing end while the two parties start cleaning the backyards.

We are not interested in your offer. Keep it and let it be a reminder of your failure and your customer service.

Good Day

I couldn't go on my flight in June due to unforeseen circumstances and the travel agency who booked me keeps saying you guys will not refund me which I think is disgusting. 30 000 Rand is a lot of money and I would like my money back. You have no right to tell me you will not refund me my money and if you do not give me my money back I will take the matter further.

I bought ticket from Ethihad to travel from Odessa to Kochi on July 1. From Istanbul I missed my flight and the reason the staff told me when I reached the gate was that my baggage was offloaded by Ethihad flight. Finally I reached Cochin by other airways and it's about one month I didn't got my bugagge yet. When I contacted the airport office they were like kidding me through the phone. So I need my baggage back and necessary compensation for being late

I traveled with my family from Abu Dhabi to Kuala lambor by etihad airline dated July, 19, 2018with a total of 6 passengers in business class, flight number 418 and reservation number is RRAIjw . I would like to report an incident that one of our chair number 9E is completely uncomfortable, can't be laying down to bed level or to be upright again, i called one of the flight attendant ( Ameilda) to help me on that, she reset the program of my chair 3 times but the problem was still exist, she tried to do it manually, so I need to stand up every time for the adjustment, it was inconvenience and uncomfortable flight for me particularly this flight is more than 7 hours . So the flight attendant find unfair to me accordingly she report this incident to the airline, she took all my information and contact number, but unfortunately no body contacted me. when I decided to booked on business class, I believe that it should match the money value I spend for this ticket. I request from etihad airline the The appropriate compensation for what happened to me on that trip.
Thank you and best regard
Dr Majed Almuammar
Contact number: (00966)[protected]
E-mail: [protected]@hotmail.com

I am traveller from Kuwait to Banglore, Ticket no:[protected] on 12/July/2018.
When I am sitting in the flight EY 304 on 12th July I received a message from Ethihad Airways that my connection flight between Abudhabi to Delhi flight no:9W 581 is cancelled.

After reaching Abudhabi, after 8 hrs Etihad Airways confirmed that they rescheduled my connection flight for 13 th July and I will reach on my destination on 14 th July 2018.I lose one day according to my previous schedule.

Due to this delay I am not able to attend my business meet at Banglore on 13 th July 2018 and my connection flight Banglore to Calicut, PNR :XD64TD, Spicejet was missed.
Then I canceled my travel between Manglore to Banglore.From Manglore I catch Train to my home.

I have Big lose due to the connection flight cancellation and irresponsible mangment system by Ethihad Airways.

Providing accommodation and food is not compensation for my delay.

Looking for a good compensation from Ethihad airways.

Note:Flight ticket refrennse are attached

Hi sir/madam
How are u. My brother are stuck on your air pots. Bcs thy losted his passport beg on your airport some one still it. And u ppl took 8 hours to found tht beg. Now my brother is stuck ther sins long time. U ppl should have been give him food and rest room so thy can abal to get rest. But u not doing any thing. I'm not happy we use to travel in your airline. Thy are waiting thare bcs he missed his flight. So plz I'm request u. Give him rest room and food. Thy are in abudhabi now his passport nm N3903951. Thy missed fight which was 289ey. I want feedback as soon as posibal. Plzz I'm waiting. Help him out I'm requesting u. I don't want to go further about your air pots security plz

Bought 3 return tickets, manc - bkk, 3/7 EY16 to Abu Dhabi and EY402 to bkk.

I travelled alone to Bangkok to pick up my two children and return EY401 and EY21 back to manc 8/7

My sons were refused travels s their tickets were cancelled automatically when the didn't travel the first leg!

Your check in desk at at manc airport were fully aware of my intentions to use the return ticket only for my sons and mis-informed me by saying it's " no problem, mr Davis, go ahead!"

No mention of return leg ticket cancellation! I was mis-informed abdvintend yovteport you to a ta for starters, then all media outlets with my terrible experience with Etihad!

My children and I were left in tears by your nasty belligerent check on staff at Suvarnabhumi Airport and the manager refused to help at all. Bkk Etihad manger would not give me his name! I tried to get it from his name badge but he turned away leaving us distraught!

I had to leave them in tears with bkk airport tourist police! I travelled alone, bereft and mortified!

Your cabin brew were very understanding and kind, reported my experience to the captain who telexed ahead to Abu Dhabi with a formal complaint.. in Abu Dhabi your manager said it would be investigated; but that wasn't true either!

All year I saved for those tickets and the seoeratiob fom my sons has had life changing consequence!

Your manager at bkk airport. Even made time to smile at me after I reluctantly left my sons with police and checked in alone and sobbing!
I intend to seek legal advice to sue you!

Sincerely, brad Davis

Dear Management

on 19 July 2018, I visited the above mentioned branch to get Unaccompanied Minor Services (Already Booked Tickets) for my children travelling from Abu Dhabi to Karachi via flight EY 221 on Friday 20 July 2018 with names of Mohaymen and Huzaifa.

I was expecting that it would be hassle free, pleasant experience and as I am visiting the Eithad office directly I would be able to get first hand information, support and excellent service which would match with brand standards.

I was entertained by Mrs Samerra. She was not very cooperative and her attitude was very rude. She wasted my one and half hours. In Between, she has been dealing with other customers as well and kept me waiting several times. Every time, when I approached her for any query, she was not helpful, and, treating me like I am an idiot, even in the end I requested her to please cancel tickets. Her answer was to please request through your travelling agent, he would do for you.

I have kept my patience intact and cooperated as she said. She made me felt like that I am not a customer but her employee. Meanwhile, on the other hand, Being a professional Doctor, I have to cancel my patients appointments, and, lot of people indirectly suffered from Eithad services.

I request you please review the CCTV footage, and, please teach them that when one is coming for services, Please deal with them politely with positive attitude, She even did not bother to maintain the eye contact. A very bad and unpleasant experience for me and my family and i hope that the management would take appropriate action to rectify this issue.

Dr Muhamamd Qasim Minhas,
Specialist General and Laparoscopic Surgeon,
Al Raha Hospital, Abu Dhabi
[protected]

I was booked on an Etihad flight to Dublin via Brisbane and Abu Dhabi from Auckland on the Wed 27th June to depart at EEY473. Departing at 7.30. When I got to the airport at 5.00 PM there was no record of my booking and I was shunted around for an age and then rebooked on another flight which was to depart at 9.50 but didn't until after 11.00pm. We were not kept informed on the delay. It was a terrible mess. I complained to Airnz on the matter but as it was an Etihad flight they referred me to you. I flew Etihad last year without a problem and sincerely hope my return journey to NZ in Sept. will be trouble free. I am amazed at the lack of concern displayed by your airline.
Ken. [protected]@gmail.com

Hi Good Day, I am traveling in Etihad since 6 Years with schedule of after every two months for 1 month leave. So traveling around 5 times in a year from Abu Dhabi to Lahore. Since last 3 years Etihad serving extremely worst menu for food. only 1 cold sandwich include cucumber & cheese, another sandwich include some kind of tasteless sandwich. No good service for Tea & Coffee as ell. All other destinations are good to have but Abu Dhabi to Lahore I don't know why. Please review the food earlier it was very good.

My Etihad Air lines Booking Refrence # MVGMCF and Refrence #UROXAJ of Sudhir Kumar Varma and Seema Verma.
JetBlue Airlines Baggage report receipt lodged complaint for delayed luggage is: BOSB600819206

I had my flight Through Etihad Airlines from New Delhi to Boston (US) with changing flight through their partener Airlines JetBlue from Newyork (JFK) to Boston .
My booked flight from New York to Boston was cancelled and jet blue arranged another flight to Boston .After reaching at Boston around 10:30 pm on 17th July, 2018 I checked my check in luggage at Boston Airport and was informed that my luggage shall come next day.
My all medicines toiletries and clothes were there . I had to spent around 450 USD to manage essentials for my wife and my self as I received my luggage next day of arrival at around 11pm(18th July, 2018).
Will Etihad reimburseme me my expanses and discomfort arising due to delay in receiving luggage. Appreciate if Etihad takes up their responsibility arising with their Partner Airlines and compensate me.
My contact details :
Sudhir Kumar Varma
Email: [protected]@gmail.com
Mobile# +[protected] and +[protected]

Dear Sir /Madam.

On 3 July 2018, I travelled on Etihad flight number EY18 from London Heathrow to Abu Dhabi. (My booking Ref: 3931372, Ticket number: [protected] and Airline Ref: DZNVBG).

As I was waiting for a toilet to become free nearby the kitchen area toward the end of the flight, amazingly one of your heavy drinks trollies toppled over injuring my leg and toe. There was no seatbelt sign on nor turbulence at the time. It had obviously not been secured properly by the crew. There was clearly a significant degree of carelessness in that regard. The crew members did attend to me but I felt that they were not very sympathetic or apologetic. I have also attached a photo of my injury, medical report and details of a witness if required.

After landed in Abu Dhabi, I was immediately taken to the medical service at the airport and regrettably no other help was offered.

I trust that the cabin service manager on the flight reported my injury in her flight incident report accordingly as the crew member answered me inappropriate manner when I enquired about it prior on landing.

Before then can you please look into this matter to find out why the trolley toppled, what should have happened so the accident did not happen and finally what recompense you will offer me for someone's negligence causing me to be injured. I have been working in the aviation industry for many years. I do take Safety and Security are extremely important for all passengers and I believe Etihad respects the same.

Due to this accident, it caused me so much distress, cancellations of plans, works and difficulty caring for my grandmother who is currently ill and needs care.

I look forward to your reply

Yours faithfully

Ronarong Pichaironnarongsongkram.

I flew from Chengdu to Abu Dhabi on flight EY 811 on 21June. I sat in business class seat 7K and I left a laptop power cable, an iphone charger and a converter plug in the seat pocket where you store the headphones.

I had a connecting flight to Dublin and I realised I had left them behind me when I got to the lounge in Abu Dhabi airport so the concierge checked with the cleaning staff and the items had already been moved so she assumed that the crew had taken them and handed them to lost property.

I emailed your baggage services on 27 June who confirmed they had the items . I asked for them to be delivered to Dublin Airport and received an email to say that I would be advised when they would be available for collection and that they would only be held for a maximum of 90 days.

I heard nothing further and sent a follow up mail last week to ask if the items were in Dublin and if so where could I collect them as I was going through the airport last Friday 13 July.

The following is the reply I received from your baggage team:

Dear Clare,

Unfortunately as the items have been with us more than 15 days and upon checking for this item physically it seems to have been regrettably handed over for disposal as our procedure is to send items for disposal after 15 days.

Regards,

Fletcher Smith
Guest Service Agent - AUH Baggage Services

ETIHAD AIRPORT SERVICES - GROUND
Abu Dhabi International Airport
P.O. Box: 35566, Abu Dhabi, United Arab Emirates

Phone: +[protected]

This is clearly completely unacceptable and completely at odds with the previous email. I am really shocked by this response from an airline that prides itself on customer service !

These items will need to be replaced and I am not happy that I should have to incur this cost because your returns process does not appear to work.

I travelled business class with you from Dublin to Chengdu via Abu Dhabi and thoroughly enjoyed the experience and have indeed shared that with my work colleagues who have now adjusted their commute to Chengdu to your airline. I will be travelling there at least once a month from September and had planned to travel with yourselves but I now may need to reconsider this.

I sent a reply to your baggage service expressing my displeasure with the response last Wednesday 11 July and have yet to receive a reply.

I would appreciate if you could revert to me and advise how you would like to deal with this matter..

Regards,

Clare O'Flynn

My Etihad Guest No. is [protected]
My name is Syed Fazlur Rahman
I have booked ticket for me and my wife, route MAA-AUH-JFK-AUH-MAA under booking reference NQTHXJ
On 15 July, 2018 I contacted Etihad Call Center to enquirer about the seat nos.

They informed that my name in the name format should be Syed Fazlur Rahman FNU which is currently Syed Fazlur Rahman LNU

The creation of LNU is by Etihad, Subsiquently Etihad had changed their policy to issue the ticket as FNU and not as LNU.

But still in the Etihad Guest data system is reading as LNU after my name
the travel agent when tried to enter my guest no. In the ticket he was restricted to enter my name ending with LNU

I as a guest is completely unaware of this proceedings

1. The creation of LNU is by Etihad
2. Policy change of FNU from LNU is by ETIHAD
3. The Etihad Guest Data in the Etihad system is still reading LNU and restricting the travel agent to enter only LNU
4. As a guest I was not informed of the changes and the name foremat requirement

5. NOW I HAVE BEEN FORCED TO PAY USD 150 FOR NAME FOREMAT CHANGES FOR NO FAULT OF MINE. ETIHAD PEOPLE FORECED ME TO PAY AGAIN NO FAULT OF MINE. THE AGENT IS REFUSING TO PAY AS HE IS INSISTING HIS ACTION IS INLINE WITH ETIHAD GUEST DATA SYSTEM.

KINDLY LOOK INTO THE MATTER AND UPDATE ME OF YOUR ACTIONS.

Syed Fazlur Rahman
[protected]@yahoo.com
16-Jul-2018

Had a very bad experience in Etihad business class on my 14th July trip from MXP-KUL. Business class seats were overbooked and I was downgraded to economy. Staff refused to book me into a different flight on the same day and the only other alternative was to go on the same flight the next day which I can't do as I have an important meeting planned! They offered a refund but did not make it easy for me as I have to contact my travel agent upon my return who will then have to contact Etihad's global contact centre! I am not sure how long this will take and do not understand why is it me that have to go through all these trouble when it is clearly not my fault the flight was overbooked. I just want to have my compensation without having to go through my travel agent, wouldn't even mind just voucher/miles!

Dear Sir,

Myself, Ranjit Kumar Das, Etihad Privileged Guest No.. [protected], booked a flight ticket on Etihad Airways online on 09/07/2018 night.

I am travelling with my entire family along with following details:-

1) Ranjit Kumar Das - Self (Sr. Citizen) ] Booking Reference No. RKNBHN

2) Gitali Das - Wife (Sr. Citizen) ] --------------DO---------------------

3) Ruchira Das - Daughter ] Booking Reference No. XFRBOC

4) Nabarun Sarkar - Son-in-law ] -------------DO---------------------

5) Adyant Sarkar - Grand Son (1 yr) ] -------------DO---------------------

The flight details are EY 256 From Abu Dhabi to Kolkata at 13.45 to 20.10 on 12th October, 2018.

At the time of booking, we have booked Seat 15 C, 15D, 15 E & 15 F, so that 1 yr old kid can safely travel together.

But after completion of booking, it was found that my daughter Ms. Ruchira Das Seat 15 E has not been booked, though during booking it was showing 15 E against her name.

I tried to correct the booking through your " Manage my booking" option, but could not succeed. Even Today morning also I tried the same, but could not succeed.

Subsequently, only after contacting Customer Care, I was informed that 15 E is a "Blocked Seat" & cannot be booked online.. It is to be allocated by Airline staff at Airport only. This is not shown online & online 15 E seat can be booked.

Now mother & 1 year kid cannot be accommodated other place, it is simply not possible.

My request to you, kindly let your good sense be prevailed & ensure Ms. Ruchira Das be accommodated at 15 E. Necessary needful action from end is requested.

Now Customer Care is not at all responsive & informed me that 15 E seat is already booked.

Customer Care is also informing me that 17 A, B, C, D is vacant and can be accommodated me, but for that I need to pay additional.

My question why on your system fault, I need to pay?

During booking of Seat selection, it was perfectly displayed each seat against their individual name. Only after booking completion, I came to know that my daughter Ms. Ruchira Das Seat has not been booked. Why? If for infant, that particular seat is not to be allocated, it should have displayed at the time of online booking, which has not done. Then why I should be penalized?

Urgent action is appreciated on above issue.

Regards,

Ranjit Kumar Das, Mob No. [protected]

Dear Etihad Airways

I'm writing in regards to a very distasteful experience I had with your company. I booked a flight to visit my family in India with my wife and my 7 year old daughter from Brussels to New Delhi via Abu Dhabi with our four bagagges with tag no EY812581, EY812580, EY812574 and EY812572 on 23.06.2018 .But the flight from Brussels to Abudhabi was delayed by 1 hour. I and my family including by 7 year old kid ran through the Abu dabhi airport to our connecting flight to New Delhi in 30 minutes.
After reaching New Delhi airport on 24.06.2018 at around 2.30 a.m, we were shocked to know that our above mentioned four luggages had not been arrived to Delhi and were stuck at Abu dhabi airport. We were informed at baggage information counter that our luggage will arrive at 10 AM on the same day. Since we had our next connecting flight to Ranchi at 7.20 am, We were promised to receive our luggage at Ranchi airport at 1 pm on 24.06.2018 via AirIndia flight AI417.
Our flight reached Ranchi at 9.10 am and we waited approx for 4 hours at the Ranchi airport for our luggage, as we desperately needed those .After my continuous follow up at customer care, I was informed that my luggage would arrive at 8 pm at night.We had no option but to wait for our luggage as all our clothings, medicines and all other necessary stuffs were in it. I am suffering from high BP and I am adviced to take BP medicines daily but due to this delay in receiving the luggage I missed the one on 24th june morning which caused an uneasiness to me for the whole day .
We all were exhausted and frustrated by travelling and continuous waiting for almost 36 hours. My 7 year old daughter was crying as she wanted to change and sleep.
At last we received our luggage at 8.30 pm on 24th june 2018. This late receving of luggage created another big problem for us. We had to travel from Ranchi to Bokaro thermal which was our final destination. Since this area is badly affected by Maoist, it was life threatening to travell at night. So we booked a hotel for that night.Also the taxi my father booked from Bokaro Thermal to Ranchi charged for extra 1 one in total 2 days as it arrived at 1 pm on 24th june.
We had a frustrated and harassing journey with no fault of ours. We spent a large amount in addition to the huge amount for airline tickets.
As a result of these failures, we lost our baggage for 18 hours and incurred expenses for an extra nights and the 11+ additional hours we spent in the airport. Besides the significant inconvenience caused, there was a huge monetary loss too.
I would appreciate if your company would compensate for our loss as we spent a large amount due to these delays. Also, that we can give Etihad the chance to provide a better experience next time we fly.

Please let me know if you require any further details.
Regards Animesh Kumar Pandey (me) Ankita Sharma(my wife) Khyati Pandey(my daughter) 

My travel details
Flight Number (e.g. EY 256): EY58 
Flight date: 23/06/2018
Ticket number: [protected] 
Class of travel: Economy 
From: Brussels (BRU) 
To: New Delhi (DEL) 
Booking reference: NUFTRB
My personal details
Title: Mr 
First name: ANIMESH 
Last name: PANDEY 
Email address: sporty.[protected]@gmail.com 
Mobile phone number: BE472626035 
City: ANTWERP 
Country: BELGIUM

Hi,

I was travelling to business trip from Pune to Dublin on 1st July.

Etihad Airways missed my baggage in Abu Dabhi and it was delivered to me after to days . When i received my bag it was sevierly damaged and all contents were spilled all over place in spite of marking baggage as Fragile.

Not i am in Dublin and trying to reach Etihad team via mail or phone but they are not responding.
Very poor service and no way to reach Etihad Team.

On the 11th of August 2017, I purchased travel tickets from Wakanow for three passengers, Myself, my mum and my dad from Lagos to Hyderabad and back. The flight fares were N978, 684 for my parents and N515, 459 for myself.

The itinerary is attached for your reference. In line with the flight reservations made, my parents were expected to return on the 30th of September 2017, unfortunately the day before the trip (29th) my father had a stroke and was rushed to emergency. I had already returned to Nigeria since the 1st of September.

The date for the flight elapsed and we had to wait to ascertain his conditions before rescheduling the flights. My father passed away in Apollo Hospital, Hyderabad, India on the 24th of October and my mother's ticket was rescheduled for the 28th of October through the same Wakanow and an extra charge of N301, 291 was paid on her ticket.

I had filed for a refund on the return leg of my fathers ticket since December last year and have several times pleaded with Wakanow to ensure that my pleas got to Etihad air so that the refund can be initiated since it was a case of death. I sent all the requested documents to them and they assured me that the process was on.

In February 2018, I had grown impatient as there was no feedback and Adetoun Sulaimon (Wakanow) told me that she had tried reaching Etihad air several times and sent them all the information they requested but they were unresponsive. She then decided to put me in their emails so I would know how far she had gone.

After several un returned mails from John Akpan of Etihad airline (I was made to understand that he is their Account Manager), I decided to pull his phone number and give him a call. I introduced myself and he responded that he had been busy and would return the email. He did a few days later and said that they were working on my refund. I would receive value by the following week (See mail trail) this was in March 2018.

I kept sending emails, calling both Adetoun and John consistently and yet I hadnt received any concrete feedback. At some point, John stopped picking my calls or responding to my emails till I sent him a text message. He returned my text and apologized for the silence. He sent me Mr Giwas number who I was supposed to follwo up with and he assured me that I should give Giwa sometime and he would sort my request out.

I started converstations with Giwa and as before, sent him all the emails and correspondence between Wakanow, myself and John. To my surprise he said he hadnt come across my request before and wondered why it was a "difficult" task to do a refund since it was death. He assured me once again that he will be on the matter and get back to me with a solution.

In May, Giwa wrote to Wakanow with me in copy that N215, 649 had been approved for payment. I spoke with Adetoun and was very happy that after all the back and forth I was finally seeing the result. Adetoun told me she was on leave and said she would speak to a colleague of hers (Mobi) to follow up and provide me with feedback.

Once again I wa sback to calling Wakanow and sending emails to them to at least confirm the email but to no avail. I decided to wait for Adetoun to come back from leave since she was the only one I could trust to push the request through. Mobi called me to say that my request was going to take another 6 weeks for refund to be processed. I was devastated.

Once Adetoun was back from leave, I called her and she said that Etihad had sent 19, 249 to them as refund for the ticket. I couldn't understand how that was possible. She said I should speak with Giwa. I called Giwa and couldn't reach him, then I called John. John said I shouldn't take that from Wakanow and ask them how they arrived at the 19, 000 they said they will pay. He said since Giwa had written what I was entitled to, I should meet Wakanow for the full amount quoted.

When I called Giwa, he said I shouldn't call him and that ordinarily he isn't supposed to liaise with me directly. That I should go and meet Wakanow for a refund as he has done his own part.

As we speak, there has been no head way on this as both Wakanow and Etihad have been pushing me to each other

Giwas Phone Number: +[protected]
Giwa's Email Address: [protected]@etihad. ae
John Akpan's Phone Number: [protected]
John Akpan's Email: [protected]@etihad. ae