[Resolved] Etihad Airways / missing and stolen luggage complaint
I flew from Barcelona to Singapore on Etihad with three connecting flights. My luggage was lost for two weeks and then items were missing when it was finally returned. I filed a complaint over a month ago and have yet to hear back from their customer service department. Flights: Nov 17th Barcelona-Rome AZ75 Nov 17th Rome -Abu Dhabi EY84 Nov 18th Abu Dhabi -Singapore EY470 When I arrived in Singapore my luggage was not there. I filed a report with the lost luggage department at the Singapore airport. My reference #SINEY12252. It took the Etihad office a week to find my bag and another week for them to actually get it to me. I called their Singapore office everyday and they were not very helpful. For the first week they only told me they had no idea where my bag was and they would keep looking. Then when they did finally find it they said they would send it to Singapore that day but it was again delayed for two more days. Finally, they forwarded it to Bangkok airport where I was but they would not forward it to my hotel. I had to pay to take a taxi to and from the airport to pick it up. And when I finally received my bag there were items missing. Two boxes of souvenir shot glasses I had bought and my digital camera, which had a value of $200. My bag was locked with a TSA lock so I do not understand how my bag was opened. I have many problems with how my case was handled. First, I repeatedly received poor service from Etihad customer service department. The agents rarely knew what was going on with my case and I constantly had to repeat the specifics of my case. I was originally told by the Bangkok airport that they didn't know anything about my luggage. They seemed very confused about the whole thing. I had to call back numerous times before they could find my bag. I am backpacking around Europe and Asia so the bag they lost was my only bag. It had pretty much everything I owned in it. It was very inconvenient and expensive to buy new things in Singapore. I had to buy new clothing (over $100), adapters ($15), personal care products ($20), a new backpack ($30), and a number of other things. I received $75 from the lost luggage department in Singapore but this was not nearly enough for the new things I had to buy. I have receipts for some of the things, but honestly I bought most of my clothes and backpack in Chinatown in Singapore, as it was the cheapest place I could find, and they do not give receipts. And finally I had to pay for a taxi to and from the Bangkok airport ($30) to pick up the bag once they finally found it. This was an unacceptable waste of my time and money. Another problem is my missing camera and souvenirs. After the headache of being without my bag for two weeks I finally get it back and things are missing. This is unacceptable. I had a number of souvenir shot glasses in two boxes and a Canon camera missing. I filed a complaint for the delayed and missing baggage to Etihad through the email email@example.com on 12/04/2015. I received an email response on 12/06 saying they had received my email and would be contacting me as soon as possible. They gave me a reference number RQID:407737. On 12/21/15 I had yet to hear back from Etihad so I sent them an email asking to be updated on my complaint. They responded with the same generic email from previously, saying they would “contact me as soon as possible.” I then tried calling their customer service hotline but was told complaints can only be handled through the email I had sent the complaint to….firstname.lastname@example.org. I also tried to contact them through their facebook account on 12/23/15 and 1/13/16. Both times I was told they would forward my information to the complaint department and someone would contact me in the near future regarding my case. I have yet to hear anything from them. I am beyond frustrated with Etihad airlines and how my case is being treated. I have received poor service from them since the beginning and I expect more from an international airline that claims to be first class. I filed my complaint more than six weeks ago and have yet to hear anything from them. I have tried every way I know: calling, emailing, facebook, to get in touch with them. This is my last resort.
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
Etihad Airways Customer Care's Response, Feb 02, 2016
Thanks for coming to us and sharing this experience! We apologise for the delay and would like to help you.
We can see you case number and this being with our baggage claims team. We will contact our team and ask for this to be look at as a priority to help and update you as quick as possible. We do appreciate your patience and understand. We will be in touch soon. Thank you *GW
Etihad Airways Customer Care's Response, Feb 24, 2016
Hi again Valary,
We are sorry for the delay, can we have your case ID or interaction number so we can follow up with your case. Thank you. *HE
Etihad Airways Customer Care's Response, Mar 01, 2016
Please accept our apologies again for this delay, we have sent an urgent message to our team to review this case number and update you accordingly.
Kind regards *GW
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