Etihad Airlines Complaints - Double charging!

68 days ago by Farah Chitalwala [send email]

THE HORRIBLE EXPERIENCE CONTINUES - As per the advice of your New York Office I am resending my complaint.

At the moment I am stranded in USA, as Etihad has cancelled my international booking and I cannot plan my domestic travel for which prices are rising by the minute. I want Etihad to address my query and re-book my seat IMMEDIATELY, they are liable for the financial damage and stress that I am undergoing.

Below is a history of what happened:-

1. NO SEAT INSPITE OF CONFIRMED BOOKING
I had a confirmed reservation on flight EY 205 Mumbai to New Yorkon on April 25 2008, still I was not given a seat by Etihad airport manger Sharmeen (Tel- 02265859715) and her staff, at Mumbai Airport, because the flight was overbooked.

2. NO ASSURANCE OF A SEAT THE NEXT DAY
I was not assured a seat on the flight the following day 26th April 2008 as that was also overbooked by 15 passengers .

3. NO ENDORSEMENT
It was ABSOLUTELY NECESSARY for me to reach the United States that night (my green card was expiring) I asked for an endorsement to another airline. I was refused.

4. ETIHAD ADVISED ME TO TAKE AN AIR INDIA FLIGHT
Then Etihad advised me to buy a ticket on the Air India flight that was departing at 1:30 am the same day and then ask for a refund of my Etiad ticket. The staff confirmed that my ticket was refundable.

5. INSULTED BY THE STAFF
The Air India flight was full so I returned to the Etihad counter for help. The manager said that the only thing she could do was give me a confirmed reservation on a Business class ticket the next day for which I would have to pay the difference.

I am a college student and am unaware of ticket prices so I asked her what this differece would be. She replied yelling loudly, "Dont you know that we are not a reservations office, learn a little about how airlines function."

This is the first time I was flying alone and now was in tears. (I was later told by another stranded Etihad passenger that a last minute Business class ticket cost Rs200000 or $5000. = Not only was the staff harassing me, they were trying to make money off my misery.)

6. INTEGRITY IN QUESTION
Then some junior officers, told me that they needed proof that my visa was expiring and asked me to show my green card. NOT ONLY IS THIS A VIOLATION OF MY RIGHTS AS A RESIDENT OF USA BUT COMPLETELY AGAINST AIRPORT PROTOCOL. My aggravation a paying customer should be enough. I do not require to show proof.

"USE THE SAME TICKET ON YOUR WAY BACK" - THEY SAID
5. I had now spent 4 hours doing this. Finally I was told by the manger that since I needed to get to USA I should buy another ticket on anothe airline and then use the ETIHAD ON THE WAY BACK TO MUMBAI (as I had booked a round-ticket).

With this assurance I took down the mangers name and number and the with great difficulty booked a ONE-WAY ticket on Emirates to USA that morning, paying last minute fare of 40000 Rs (1000$ approx).

6. UNCOVERING THE BLATANT LIES
I reach United States by Emirates on 26th April 2008 by Emirates.

On 1st May as I was booking my domestic travel I called Etihad call center to re-confirm my booking and checkin timing of Etihad flight EY-100 ON 8TH May 2008 from JFK to Mumbai on which I was booked.

I was told by Nova, the supervisor (code-3667) that since I had not taken the inbound flight I had lost the value of my whole ticket and had lost my reservation and money.
Basically I was stranded, without a flight to Mumbai.

7. NO HELP FOR A STRANDED CUSTOMER
I was assured that my call was being recorded and that the message of my problem would be sent to the New York and Abu Dhabi and that I should e-mail feedback@etihad.ae with my problem and call New York office the next day.

I lodged my complaint and called New York office in the morning. I was told by executiive Kathy Beltra once more that I had lost my ticket and the airline would not re-book me or refund my money. "Write another e-mail, ma'am I have to attend to other customers, " she said.

I was told that I would have to wait 24 hours before my complaint was even read and that I should call back tomorrow.

8. STILL WAITING

It has been almost 12 hours and 2 e-mails and 2 frantic calls after my first complaint. still I have not got any reply from Etihad on my phone number or e-mails.

I am stranded without any international booking and I cannot plan my domestic travel for which prices are rising by the minute.

I want Etihad to address my query and re-book my seat IMMEDIATELY, they are liable for the financial damage and stress that I am undergoing.

EXTREMELY IRATE CUSTOMER,
Farah Chitalwala,
haraf.15@gmail.com
Venice, Florida, USA

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