Etihad Airways / no concern for their travelers

Dulles, VA, United States Review updated:

We were not able to board for our honeymoon due to an error Etihad staff has made. Even with admitting fault, they have done nothing to remedy their mistake. They basically produced a ticket for me with my old invalid passport. We asked multiple times if that was okay and we won't run into any issues later on. The staff double checked with her supervisor and confirmed no it would not be a problem. We waited 3 hours to board along with a 20minute delay. As we are about to board, one of the other staff of Etihad denies us to board due to the ticket using my old invalid passport. Why did Etihad produce a ticket with an invalid passport? Did they follow protocol? So we had to pay extra fee to change the ticket for a new flight, which they were unwilling to waive. They did not provide any accommodations for lodging since we have to wait another day to fly out, nor did they upgrade our seats. They could have done so many things to help rectify their error. Instead they gave us an empty and reluctant apology with snarky remarks, all from their airport duty manager. Etihad needs to spend their resources on training their staff to be competent in their jobs and how to better service their travelers. Contacting headquarters did nothing because they too are passing their employees errors to sow owns else- basically giving us a run around. Unacceptable behavior from a supposed professional business. Definitely not flying Etihad ever again.

Jan 31, 2015
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  • Et
      2nd of Feb, 2015

    Hi Anabell, we are sorry about your negative experience. Have you emailed [protected] yet about it? If not, please do so and we will look into your case, thanks *AB

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