Etihad Airways
reviews and complaints

My name is Lock Sohodeb
Nationality GBR and MRU
Complaint for travel date 25 October 2017.
Flight no: EY 228
Time: 03:00 hrs from AUH TO DEL.
Seat no 12D

I was on seat no 12D and opposite my seat was seat no 11D.
At about 3.40 hrs the lights were off. I saw felt something crawling on my right foot and as I tried to shake it off and used my mobile screen light to find out what was it when I looked down I saw a number of cockroaches runnning around. As I continued to flash the light on the shoulder of seat 11D, I saw few cockroaches running up and down. I caught one on my mobile camera crawling on my jacket. I did not want to cause panic to the female German national sitting on my row on seat no 12 C. I quietly brought the matter to the attention of an air stewardess with a note who then brought it to the attention of her supervisor by the name of Manmohan. Mr. Manmohan had taken a screen shot of picture from my camera evidencing a cockroach creeping on my jacket. He told me that he would report the matter to you and will have an answer before I travel back to London on Thursday 2 November 2017 EY 203 at 21:15 hrs CONNECTING EY11 AUH to LHR @02.25 hrs. I have not heard any thing from you.
Given that your airlines have failed to comply with the health and cleaning standard regulations as required by the Aviation Authority my case warrants for an outright compensation on the following grounds:
1. I had to throw away my jacket in case there was a population of cockroaches hanging within the lining of my jacket.
2. Sleepless night.
3. Starved myself during the rest of the flight due to lack of hygiene.

Lock Sohodeb

My boss traveled from Manila to Lagos and return by Business class ticket, on 29OCT and return 03NOV and now he want to change his return to 20DEC, and we check with our agent and saying almost 550USD changes fees. I check the rules that business class ticket not having penalty. Please suggest and how i can change this ticket to new date.

--- tst rlr msc rlp ---
rp/abvn824mn/abvn824mn ey/rm 2nov17/1438z q28z6g
1.richter/manfred mr
2 ey 423 c 29oct 7 mnlauh flwn
3 ey 673 c 30oct 1 auhlos flwn
4 ey 674 c 20dec 3 losauh hk1 i 0940 1955 *1a/e*
5 ey 424 c 21dec 4 auhmnl hk1 [protected] *1a/e*
6 ap abv +234 [protected], 234 [protected] - manglam tours and
travels nig. ltd - a
7 tk ok27oct/kann82192//etey
8 ssr nsst ey hk1 mnlauh/08g, p1/flwn/s2 see rtstr
9 ssr nsst ey hk1 auhlos/06g, p1/flwn/s3 see rtstr
10 ssr oths 1a adtk by 27oct17 1652 abv lt or ey space will be
cxld
11 ssr oths 1a applicable fare rule applies if it demands
earlier tktg ey
12 *ssr fqtv ey hk/ ey100275409614/gold
13 ssr oths 1a adtk by 12nov17 1331 abv lt or ey space will be
cxld
14 osi 1a a/ ctcp hdq966 [protected] m
15 rc restricted
16 fa pax 607-[protected]/etey/ngn1792691/27oct17/kann82192/5921
9812/s2-3

My name is Anchalee Seangthong. Today is one of the worst day in my life. I did't expect this kind of problem management from Etihad, one of the world best airlines.

I travelled with Etihad on flight EY 020 from London to Abu Dhabi on 06/11/2017 and EY 228 from Abu Dhabi to New Delhi on 07/11/2017. I supposed to reach New Delhi at 07.55 am.

What happened with my journey? During take off at Abu Dhabi, one passenger was not feeling well. He vomited. The captain decided to get back to the gate to make sure that whether the passenger was safe to travel. Then the medical team came on board. After spending around 30-45 minutes checkup, the team said that he was not fit for traveling this time. Then flight got delayed. I have informed the flight attendant about my connecting flight. She told me that ground staff at the destination will definitely help me out with this.

The plane literally touched IGI airport ground at 9.35 am. After 10 minutes, the door was open. When I got done with an immigration and taking my luggage, it was around 10 am. Unfortunately, I couldn't catch my domestic flight from Delhi to Chandigarh, UK 731 on 07/11/2017 10.40 am. These are the answers when I requested the ground staff several times to help me;

"I understand your point but you need to rebook the ticket by yourself."

"It is not our fault. It's about medical aid. We can't help it."

"Your PNR for domestic flight is not the same with your previous flight. So we can't do anything. You didn't book with us."

"We can give you only the letter of delay."

"We can't do anything. If you are not happy, you can write a compliant on our website." (Of course!)

"I can only issue you a letter of flight delay."

** Let me ask you questions.. I'm a foreign student. I'm not earning. I don't have my family or relatives here, in India. If I don't have any money to spend on any kinds of ticket again, if I don't have a phone connection, if I don't have friends here, what would my life be today? Where would I go? The flight ticket today to Chandigarh is incredibly high. It starts at 11, xxx. It's not possible for me to spend. I have been struggling to book a train ticket, unfortunately the ticket is fully booked. I have tried my best to get a bus at the public transport centre near IGI airport, no bus comes. Finally, my last option that I couldn't think of is hiring a cab from Delhi to Chandigarh after spending 4-5 hours with such mental and physical harassment.

The ground staff should do something with my connecting flight. They said that it's not their fault. Is it really my fault? Why do I need to pay the price for this?

#worstcustomerservice #etihadsucks #frustratedstaff

Booking Reference: FAWCFQ

I made my booking directly through Etihad on 30th June, 2017 as per above booking number for the travel dates of November 4th but in the month of September, 2017 I change my mind to cancel the booking then in the month of September I call Etihad and ask them if I cancel my tickets how much refund I will get Agent told me that as per the Cancellation Rules I will get 866 x 2 = 1, 732 Canadian dollars.
Then in the month of October, 2017 I have Cancelled my booking at that time also Agent told me I will get refund of 866 x 2 =1, 732 dollars.
But after few days I received a call oh there was some miscalculation in the refund fees, you will only get 212 x 2 = 424 Canadian dollars.
Then I argue, I have called three times to check about the refund then I cancelled nobody told me anything like that but they didn't listened to me that's why I am planning to file law suit against Etihad Air ways in the Canadian Civil Court.

Hello, Last week I was preparing to leave Kochi, India to travel home to Melbourne.
At the airport when trying to check in I was told for the first time that my flight EY7578 to Abu Dhabi was cancelled with no notice. No text or email. I was then displaced in the airport for 14 hours and as a young female traveller this was rather scary. Consequently I was unable to catch my connecting flight to Melbourne and after 4 hours of sitting on the pavement in front of the Indian airport I received new flights.
Once I was finally on my replacement flights I was unable to eat any meals as my dietary requirements were not carried over to the new flights. The air hosts were incredibly unhelpful and unsympathetic by simply shutting down my questions and requests for some different food as all they said is I should've reserved meals 24 hours in advance... which was impossible to do due to my situation.

It was over 30 hours in transit, and on the two flights I was unable to eat anything except for a tiny box of sliced fruit.

I did not pay the price of Etihad fares to be so displaced and overlooked.

I live in London, I am Sanjukta my husband Jyoti Roy took a flight from 6th Nov 2017 Kolkata to toronto via Abu Dhabi i was on facetime call with him 15 mins before the flight took off as i travel emirates always he tried eithad for the first time thats the reason he showed me the flight through facetime.. a airhostess foreigner came up to my husband saying "Sir please delete the pictures of our cabin crew" my husband had a blank face and my husband I both had just one question why did she had that question in her mind that my husband was taking the cabin crews picture? My question to the Eithad Cabin Crews Flight number Ey255 was do they have any misconception that they are some "Miss Universe" that people who boarded that flight were blamed that the passenger(my husband) unecessarily took pictures or did she think that she took unecessary advantage of being a girl? And everyone will take her pictures? Why ? I need a written apology because this is not what i am sure all eithad passengers take eithad flights for, to "feel guilty" That shameless lady with all due respect should write a written apology letter sharing my email id ..
Now i seriously wish my husband should have taken a picture of her so that i could have tagged that lady !
[protected]@gmail.com

It is an ongoing complaint to Etihad and Airhelp yet no clarity is provided.I travelled on the 20th February 2017 from Manchester (UK)to Ahemdabad (india)via Dubai.On arrival on the 21st Feb.2017 very early in the morning and went to collect our luggage and notice one my suitcase was damaged.I complained to the airport ground staff, initially they told us to take a photograph and send to Etihad Airways, I refused to do so as I needed to log an official complaint and raise an appropriate documentation for future reference.I spent 1.1/2 hrs just on disputing their suggestion, finally floor manager decided to engage into this issue, he filled a damage claim form and assured me to be contacted within 7 days, he contacted me after 14 days, we parted with understanding that as the suitcase is branded and the repair will cost more than the suitcase, as the handle was broken and to replace all inner canvass will have to replace too, all I wanted is to pay me my purchase, an invoice will be produced for claim, the broken suitcase was
new only purchased before we travelled.He(BHAVIN MEHTA) agreed to that and further asked me to see him in person on my return to set up contact details, I arrive at the Airport on my departure day asked one of the staff for Bhavin Mehta, She said he is our manager but he does not start until 7am, my flight was at 5am, so I resigned to tell her all that has happened she gave me an email address for contact ([protected]@etihad.ae)I contacted as soon as possible and reiterated about my damaged suitcase and reconfirm our gentlemans agreement, I addressed to Bhavin Mehta, I got negative response to get the suitcase repair, I further contested to our agreement, this time the response was from a man called Hussain that the suitcase to be repaired in UK email dated 18th May 2017, which is not what was agreed, I disputed this, we engaged into many email communications, not getting any further, I rung them and again spoke to Hussain ask to speak to Bhavin Mehta for some reason he could not attend the call he said he will talk to him and he promised to contact me following day, not received his call I contacted the office again and spoke to Hussain and made aware of my call and he did not adhere to his promise, he confirmed my claim, thereafter it was just failed promises, I got so annoyed, I gave him a dead line to come back to me within given time he failed to do so I went to a lawyer he suggested to get a dead lock letter and hence to take legal action, I spent at least an hour and half, his bill was £150.I then came home and following day I saw an email to saw purchase a new suitcase, I reiterated that the cost will be increase to the cost of purchase, as per my email, which is £55 suitcase+£5 telephone calls+£150 legal fee in total £210.I received an email that to give all bank details and to fill the forms as my wife was travelling with me hence, but with this I had another form of indemnity form that I can only be refunded £55 for suitcase and no other claims will be furnished that has to be sent in order for I have no further claim, for which I did not sign the fact was that I did nothing wrong I am a victim of their mal doings, their poor service.I received further email to send the indemnity form or I shall lose the claim, which is unethical, I further found out that my claim handler as he was going on holiday he suggested the bill will be forwarded later as being loyal to him, to my horror, I learnt that he was involved in an accident whilst on holiday hence no bill, I did contact his office but only to know that he practice is closed, so no bill, as there was no progress I was in opinion that I should not be driven into indemnity form as i believe it is unethical as I am a victim, I did not ask them to damage my property, this is twice in two trips, So the claim is back to £55 + £5 telephone calls if possible.I then contacted Airhelp, we progressed my case only to learn now it will be £50 but with indemnity form. I am out of pocket with no fault of mine, more so lies after lies from Hussain at one point he said it will be sorted out in next batch, that has not transpired as yet, I also received forms to be filled with Bank details given to Airhelp too yet no joy it is a month since, I also contacted Etihad Guest too, I was told that some one will call you this was on 2nd Nov.2017 within twenty four hours, no calls as yet.To add to this on the same trip I was asked to pay£176.50 hand luggage suitcase according to them is slightly larger, it was the same hand luggage which I travelled in 2016 with Etihad and that was allowed then, but that was rejected so I paid £176.50 a luggage of under 7lb. When I boarded a plane I saw many passengers bags were larger and they were not even fitting the compartment as it had to go side ways taking two hand luggages space, yet mine was disallowed.I do appreciate that there are criterias to be adhere to but this is discriminative behaviour, I did point out to a member of Etihad when I was at Dubai airport before my connecting flight to Ahemdabad, he said to send photographic evidence which I did but to no avail.So in a nut shell, I had two claims one to damage luggage which is still undecided, second one is rejected why?I would be very grateful if this is solved amicably.I do apologise for any inconvenience caused .
I thank you very much for your anticipation in this matter.
Many thanks
Rajni Somaiya

Hi

My reference number is jwscqh.

I travelled from bahrain to abu dhabi and I bouught ticket online on 2nd nov 2017. When I went to airport they told me your ticket is without luggage. I have to face lot of problem because of this. There is no mention that my ticket will be without luggage when I book it online. I faced a very bad experience while travelling. You should mention this kind of changes when anyone book ticket online not at the airport when they just minutes ago from travelling. I am waiting for your reply my email is [protected]@yahoo.com.

Dear sir
File no KULMH 45947
My baggage was sent via Ey 411 30th October from KLIA to Abu Dhabi then transit to Riyadh via Ey 315 31st October. I got message said it's ready for collection yet when I reached they only give me one luggage. But based on the message my both luggage is ready for collection.
I haven't received it till now.
Pls find out where is my baggage. I really hope that you will find my baggage as it is priceless
Tqvm for the cooperation
I can be reached by email and my contact no is [protected]
Lalitha looganathan

Flight no. ey27 - 17th october 2017 was delayed in departing abu dhabi which meant it arrived late into edinburgh airport, this meant that I missed my connecting train to aberdeen. the cost of the first class train ticket was £80.00 (390 aed), please refund the cost of this train ticket. I am a silver card etihad guest.

In addition, my return flight on the 26th october was delayed and then cancelled at 2.30pm that day. the whole communication was appalling, the economy customers were informed before the business class customers that this flight had been cancelled. our baggage was left on the floor and as it was so disorganised there was no way that our bags were being monitored. this was a complete waist of time. as a business class customer, my flight eventually departed 3 days later.

Mrs dirce gigliotti
Ey0080 venice - abu dhabi
Friday october 27th
12:00pm
Ticket no. 607 - [protected]
Luggage checked in @ 10:50am
Counter representative said nothing about the time of boarding
Passenger arrived @ gate 33, 45 mins prior to take off
Passenger was paged 30 mins prior to take off
Passenger was escorted to passport check point
Passenger then proceeded towards plane at last check passenger was told 'your seat has been cancelled - you are too late'
The most distressing words that were said to me. I have never been treated with such disrespect from airline staff as those representing etihad.
I needed to return to australia ro help my elderly mother (84 years) who had a fall
Was told to go to lost and found to collect my luggage (why did my luggage never arrive at aeroplane)? then go to ticket office alisud
Alisud said we can't help you we have no contact with etihad airways
Spent the next 6 hours walking venice airport and makong phone calls to get assistance - no one wanted to help
I had to pay €532.56 for a new booking (wnxchp)
Monday november 6th
7.25pm verona - rome - abu dhabi-melbourne
My mother's health getting worse so I was forced to to change my flight for an earlier one - thursday nov 2nd (ticket no. 607-[protected]) extra €530.02 I had to pay again!
How much money does 'etihad' want to take from me?
Please you must help me in some way to recuperate all this miney that I have lost...

My name is lock sohodeb
Nationality gbr and mru
Complaint for travel date 25 october 2017.
Flight no: ey 228
Time: 03:00 hrs from auh to del.
Seat no 12d

I was on seat no 12d and opposite my seat was seat no 11d.
At about 3.40 hrs the lights were off. I saw felt something crawling on my right foot and as I tried to shake it off and used my mobile screen light to find out what was it when I looked down I saw a number of cockroaches runnning around. As I continued to flash the light on the shoulder of seat 11d, I saw few cockroaches running up and down. I caught one on my mobile camera crawling on my jacket. I did not want to cause panic to the female german national sitting on my row on seat no 12 c. I quietly brought the matter to the attention of an air stewardess with a note who then brought it to the attention of her supervisor by the name of manmohan. Mr. Manmohan had taken a screen shot of picture from my camera evidencing a cockroach creeping on my jacket. He told me that he would report the matter to you and will have an answer before I travel back to london on thursday 2 november 2017 ey 203 at 21:15 hrs connecting ey11 auh to lhr @02.25 hrs. I have not heard any thing from you.
Given that your airlines has failed to comply with the health and cleaning standard regulations as required by the aviation authority my case warrants for an outright compensation on the following grounds:
1. I had to throw away my jacket in case there was a population of crockroaches hanging within the lining of my jacket.
2. Sleepless night.
3. Starved myself during the rest of the flight due to lack of hygiene.

Lock sohodeb

I was traveling from hyd to SF via Abu Dhabi. We were 3 people but were carrying only 4 check in (instead of 6) at first I had total of 8 kGs more in total for 4 bags. I was asked to reshuffle and take some stuff so it meets 23kg, which I did to my best, when I took the bags back to the counter it still had 3kgs more, at this point a mannerless fat guy who calls himself Mirza comes to me and starts insulting me questioning what I did by taking the bags and reshuffling the weights ( as if I had imaginary weigh scales in my head ). And he goes on to say " you have 2 minutes before the counter closes do whatever you have to to bring the weights 23Kgs per bag ( is this how an employee of a reputed company speaks to customer?). Because the counter was closing I decided to pay extra for the 3Kgs. Then I confronted the Mirza guy and asked him who the hell is he to question what I did. And when I asked for his full name to complain, his reply was " I'm the only Mirza in this Hyderabad international airport, you could do whatever you want". It's so surprising that whilst the rest of the employees were so polite and courteous this mannerless crackpot tries to bully and insult the very customers who is feeding his pay check. I hope Etihad really does something in this case.

Dear Sir/Madam,

This is bring to your notice that my two cricket bat kits along with cricket bat are missing from the main luggage which I have been wrapped with my main luggage. I have been given complaint at the same time to the Luggage officer on 26th Oct-2017 but till now I have not received any feedback about my missing parcel.
I travelled on 25th October, 2017 from BOM to AUH and from AUH to LOS by connecting flight. My e-ticket number is "[protected]/3" [FQTV NZ [protected]].
I have attached the complaint form for your kind perusal.
Kindly request you to do the needful urgently and give the feedback on it.

Im jamsheer, travelled from abu dhabi to kuwait using ethihad airways, aftet reaching kuwait I found my trolly was damaged heavily, products like mobile phones, clothes, perfumes went missing! When I complained at the kuwait airport they didnt even responded properly! Please compensate for the damages caused if not I will take this issue to consumer court, trolly worth 12, 000/-

The official compalint.

The booking numer is ctefar on the name of neal, joanna and sara bailey.

The booking was cancelled by us on the 05.09.2017 and the refund still didnt happen? The customer service is ignoring us and leaving with the information that they are sending email to the right department or that someone will contact us, but nothing is happening. It's been over a month now since we didnt get the refund! It is over 3000 euro and it is really important for our family to have that money back asap!

This is beyond any expectation of good company or customer service!

I am requesting an urgent reply to this email.

Joanna bailey
[protected]

To,
Andreia cabrita
Guest relations officer
Etihad airways
4th floor voyager building
Chicago avenue
Manchester
M90 3dq

Dear andreia cabrita,
Subject: complain regarding unsatisfactory refund against cancellation (rqid 496577)
Greetings!
I would like to register complain regarding unsatisfactory refund amount that I received from etihad airways against flight cancellation of our family trip to india.
On 26/04/2016 we booked flight tickets with etihad for our family trip to india through crystal travel agents. our two children, my wife and I were very excited for the trip as we were looking forward to meeting our aged parents and extended family members in india after long time. but sadly on 15/09/2016 blesson, our elder son aged 8 years was diagnosed with cancer. it was a shocking blow to our whole family and we were utterly devastated. his condition became so critical that he had to undergo severe cancer treatment for 29 weeks. when we received this sad news, we as family decided to cancel our trip as there was no way blesson could travel. we contacted your office through email requesting for cancellation of tickets. I herby quote your email dated 22nd october 2016 (rqid 496577) sent to anisa gill at [protected]@swiftglobalaccounting.com addressed to my wife mrs macwan in relation with our first request for full refund against cancellation of our tickets to india. I have copied below content of your email for quick reference.
From: etihad feedback [mailto:[protected]@etihad. ae]
Sent: 22 october 2016 05:53
To: [protected]@swiftglobalaccounting.com
Subject: etihad guest relations [rqid:496577]
Rqid 496577
22 october 2016
Dear mrs mcwan,
Thank for your writing to us regarding your booking to ahmedabad.
I am sorry to hear about your son’s current medical condition.
I can appreciate that this must be a difficult time for you, and as you are unable to travel, you would like to cancel the tickets.
Having retrieved your booking, I understand that tickets were issued by a travel agency under a very restricted fare. therefore, the refund has to be done by them.
However in order to review your case with our finance department, may I kindly advise you to contact your travel agent and to let us know if mstr blossom parmar’s ticket is refundable and if so, how much it will be the cancellation fees.
Thank you for your patience and understanding at the meantime.
I look forward to hearing from you.
Yours sincerely,
Andreia cabrita
Guest relations officer
Etihad airways
4th floor voyager building
Chicago avenue
Manchester
M90 3dq
After receiving your above response we contacted our travel agent. we contacted them through email and requested for cancellation. I have copied below my email correspondence for your quick reference.
From: anisa gill [mailto:[protected]@swiftglobalaccounting.com]
Sent: monday, october 24, 2016 9:47 pm
To: [protected]@crystaltravel.co.uk
Subject: re: booking ref 442n2u and ticket number 607-[protected]
Dear mr rohan,
E-ticket number : 607-[protected]
Booking ref: 4u2n2u
Kindly note that my family were due to travel with your airlines on 21st dec 2016 to 18th jan 2017 from london to ahmedabad, india with the above booking reference. however sadly, our son has been diagnosed with cancer and his treatment is going on and we will be unable to travel. please find attached letters from the hospital.
I would appreciate if you could kindly consider in refunding the travel ticket costs as it is a very hard time for us and beyond our control that we are now not able to travel. I know that your colleagues at crystal travel have notified me that there would be some cancellation charges before the refund, however I don’t mind paying around £50 but anything more than that would be a lot for me at this time as both me and my wife are unable to work due to my son’s situation and hospital runs. I would appreciate if you could kindly consider this as a special case and refund me the ticket as much as possible.
Looking forward to your reply.
kind regards,
mr & mrs parmar
In spite of my plea to consider full refund we were only given £225 per person, total refund amounted to £900 for four persons. following is the email correspondence for your ready reference.
From: rohan - crystal travel [mailto:[protected]@crystaltravel.co.uk]
Sent: tuesday, october 25, 2016 4:55 pm
To: 'anisa gill'
Subject: re: booking ref 442n2u and ticket number 607-[protected]
Dear mr & mrs parmar,
At the onset please accept our sincere & unreserved apology for the inconvenience caused. however, refer to your below query please be informed that we spoke with airline and requested for full refund due to medical reason but they clearly denied on that and advise to go with fares rules.
I checked the rules and it says that cancellation charges will be £250.00 per passenger.

However, we could understand your problems and we crystal travel always come in front to help our valuable customers.
So instead of charging £250.00 we will charge only £225.00 per person and rest we will pay from company admin as a good gesture.

We could understand that might be it will not help you and meet your expectations but this is only the best we can do.

I hope you can understand our situation and will cooperate us.

For any further clarification or assistance, please feel free to reply or call me on below mentioned number.
Thanks & regards
Rohan brooks - manager
38 riding house street, london, w1w 7es
Direct tel: +[protected] fax no: +44 (0) [protected] ext. no 4024
Shift timing: 9:00 – 18:00 gmt

We were badly affected by diagnosis of our son and on top of it we were badly treated by your airlines on refusing to accept our request for full refund on humanitarian grounds. we in fact felt exploited! at the time of refund I accepted £900 as I was mentally, emotionally and financially broken. I had no energy to even think about things other than welfare of my son blesson who was undergoing cancer treatment. but now after many months, while reflecting on the whole case, I and my family feel that we were really treated unfairly and inhumanly by your airlines. etihad airways boast for excellent customer care but in our case we have totally different and bad experience. while reflecting on this whole episode of how refund for our cancellations were handled and settled, I felt that we were treated unfairly, inhumanly and inappropriately.
Hence I have decided to write to you again submitting a formal complain. I feel that our family should receive full refund as we were forced to cancel tickets on health ground of our son. please can I request you to take up this matter with your senior management and let me know your response. I hope our request will be considered favourably and we will be granted full refund.
Thanking you in anticipation,
Sincerely yours,
Nevis parmar

To,
Andreia cabrita
Guest relations officer
Etihad airways
4th floor voyager building
Chicago avenue
Manchester
M90 3dq

Dear andreia cabrita,
Subject: complain regarding unsatisfactory refund against cancellation (rqid 496577)
Greetings!
I would like to register complain regarding unsatisfactory refund amount that I received from etihad airways against flight cancellation of our family trip to india.
On 26/04/2016 we booked flight tickets with etihad for our family trip to india through crystal travel agents. our two children, my wife and I were very excited for the trip as we were looking forward to meeting our aged parents and extended family members in india after long time. but sadly on 15/09/2016 blesson, our elder son aged 8 years was diagnosed with cancer. it was a shocking blow to our whole family and we were utterly devastated. his condition became so critical that he had to undergo severe cancer treatment for 29 weeks. when we received this sad news, we as family decided to cancel our trip as there was no way blesson could travel. we contacted your office through email requesting for cancellation of tickets. I herby quote your email dated 22nd october 2016 (rqid 496577) sent to anisa gill at [protected]@swiftglobalaccounting.com addressed to my wife mrs macwan in relation with our first request for full refund against cancellation of our tickets to india. I have copied below content of your email for quick reference.
From: etihad feedback [mailto:[protected]@etihad. ae]
Sent: 22 october 2016 05:53
To: [protected]@swiftglobalaccounting.com
Subject: etihad guest relations [rqid:496577]
Rqid 496577
22 october 2016
Dear mrs mcwan,
Thank for your writing to us regarding your booking to ahmedabad.
I am sorry to hear about your son’s current medical condition.
I can appreciate that this must be a difficult time for you, and as you are unable to travel, you would like to cancel the tickets.
Having retrieved your booking, I understand that tickets were issued by a travel agency under a very restricted fare. therefore, the refund has to be done by them.
However in order to review your case with our finance department, may I kindly advise you to contact your travel agent and to let us know if mstr blossom parmar’s ticket is refundable and if so, how much it will be the cancellation fees.
Thank you for your patience and understanding at the meantime.
I look forward to hearing from you.
Yours sincerely,
Andreia cabrita
Guest relations officer
Etihad airways
4th floor voyager building
Chicago avenue
Manchester
M90 3dq
After receiving your above response we contacted our travel agent. we contacted them through email and requested for cancellation. I have copied below my email correspondence for your quick reference.
From: anisa gill [mailto:[protected]@swiftglobalaccounting.com]
Sent: monday, october 24, 2016 9:47 pm
To: [protected]@crystaltravel.co.uk
Subject: re: booking ref 442n2u and ticket number 607-[protected]
Dear mr rohan,
E-ticket number : 607-[protected]
Booking ref: 4u2n2u
Kindly note that my family were due to travel with your airlines on 21st dec 2016 to 18th jan 2017 from london to ahmedabad, india with the above booking reference. however sadly, our son has been diagnosed with cancer and his treatment is going on and we will be unable to travel. please find attached letters from the hospital.
I would appreciate if you could kindly consider in refunding the travel ticket costs as it is a very hard time for us and beyond our control that we are now not able to travel. I know that your colleagues at crystal travel have notified me that there would be some cancellation charges before the refund, however I don’t mind paying around £50 but anything more than that would be a lot for me at this time as both me and my wife are unable to work due to my son’s situation and hospital runs. I would appreciate if you could kindly consider this as a special case and refund me the ticket as much as possible.
Looking forward to your reply.
kind regards,
mr & mrs parmar
In spite of my plea to consider full refund we were only given £225 per person, total refund amounted to £900 for four persons. following is the email correspondence for your ready reference.
From: rohan - crystal travel [mailto:[protected]@crystaltravel.co.uk]
Sent: tuesday, october 25, 2016 4:55 pm
To: 'anisa gill'
Subject: re: booking ref 442n2u and ticket number 607-[protected]
Dear mr & mrs parmar,
At the onset please accept our sincere & unreserved apology for the inconvenience caused. however, refer to your below query please be informed that we spoke with airline and requested for full refund due to medical reason but they clearly denied on that and advise to go with fares rules.
I checked the rules and it says that cancellation charges will be £250.00 per passenger.

However, we could understand your problems and we crystal travel always come in front to help our valuable customers.
So instead of charging £250.00 we will charge only £225.00 per person and rest we will pay from company admin as a good gesture.

We could understand that might be it will not help you and meet your expectations but this is only the best we can do.

I hope you can understand our situation and will cooperate us.

For any further clarification or assistance, please feel free to reply or call me on below mentioned number.
Thanks & regards
Rohan brooks - manager
38 riding house street, london, w1w 7es
Direct tel: +[protected] fax no: +44 (0) [protected] ext. no 4024
Shift timing: 9:00 – 18:00 gmt

We were badly affected by diagnosis of our son and on top of it we were badly treated by your airlines on refusing to accept our request for full refund on humanitarian grounds. we in fact felt exploited! at the time of refund I accepted £900 as I was mentally, emotionally and financially broken. I had no energy to even think about things other than welfare of my son blesson who was undergoing cancer treatment. but now after many months, while reflecting on the whole case, I and my family feel that we were really treated unfairly and inhumanly by your airlines. etihad airways boast for excellent customer care but in our case we have totally different and bad experience. while reflecting on this whole episode of how refund for our cancellations were handled and settled, I felt that we were treated unfairly, inhumanly and inappropriately.
Hence I have decided to write to you again submitting a formal complain. I feel that our family should receive full refund as we were forced to cancel tickets on health ground of our son. please can I request you to take up this matter with your senior management and let me know your response. I hope our request will be considered favourably and we will be granted full refund.
Thanking you in anticipation,
Sincerely yours,
Nevis parmar

This is to inform you that I have noticed multiple payment form my credit cards for changing the filght of the scheduled air ticket. Initially I purchased Air Ticket (e ticket No: [protected] from a agent in Sri Lanka as a return trip. But I had to change the return trip from Tucso, Arizona to Colombo, Sri Lanka because of errorness of booking made by the agent. The returning from Tucson to Colombo was errornessly scheduled on 10th November, 2017. The exact date should be the 10th October, 2017. On this ground, I had to changed the ticket to return from Tucson to Sri Lanka on 10th October, 2017 while I was staying in Tucson. I contacted a person on Etihad Customer Service and he made necessary arrangement to change the flights with a estimated cost of US$ 125+30. I gave him my Credit card No: [protected] of HSBC. He informed me it is not accepted. Then I gave the Credit Card No:[protected] of NDB. SMS alert for my mobile phone [protected]) shows multiple payments form boths credit card. I informed the coustermer care service on 12th October, 2017 after returning to Sri Lanka.

Further, The flight EY 266 was delayed for more than 2 hours due to the technical problem declared by the staff at the Abu Dhabi International Airport on 11th Oct 2017, which was scheduled to depart at 21:25, 11th Oct 2017 and to arrive at 3:30 on 12th Oct, 2017.

Theresfore, I kndly request you to look into these matters and to take necessary steps to refund the extra payments from my credit cards and any compensation (if available) for the delay.

I highly regret for the inconvenience and thanks for your favourable consideration in this regard.

Dr. Chandrasiri Waliwita (W. A. L. Chandrasiri - Passport No: N 3330185

Dear Sir/Mam

My Self Suma G Raut,
Director of Aarya Hospitality, Hotel Aarya International Mumbai.
I lives in Mumbai linking Road Khar west,
My contact number is [protected], [protected]
i am a traveler i always book other flights but this was my 1st flight with Etihad Airways but the 1st fly was totally unhappy so now i have my return ticket from UK to Mumbai i will do cancel that for sure and i will tell to others don't travel with Etihad Aiways
I have complaint for Etihad Airways, i was travel from Mumbai to Manchester UK because my daughter got admission in UK so i booked 2 tickets of Etihad Airways for my daughter
and my self so i got connecting flight from Mumbai to Abu Dhabi and Abu Dhabi to Manchester, but Mumbai to Abu Dhabi Flight EY203 was delayed for 3 hrs due to
that we missed our Abu Dhabi to Manchester flight and 2ns flight was next day so we stayed in hotel in airport and paid our own 900 AUE because Etihad Airways Airport Staff was
so much rood in talk and they didn't cooperate us they said its normal sometime flight got late
now we will give you other flight for free but stay and food is not our responsibility you people have to take care by your own self, that time i was shocked with that answer
but now i want clarification and compensation of my time, my food accommodation and i got mentally torched with that behaver so tell me you people will do something or should i go in Indian consumer Cort.

Airlines name : Etihad Airways
Travel date : 30th Sep 2017
Flight No : EY 203
Mumbai To Abu Dhabi

my complaint please try to resolve as soon as possible.