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[Resolved] Etihad Airways / wrong information given

1 Johannesburg, South Africa

I travelled on Monday the 8th August 2017 to Ireland with Etihad Airways. As I arrived at the Etihad Booking station I was stopped by one of Etihad’s employees. She explained to me that if any South Africans Travels to Ireland they (Etihad) has to email the embassy with all the document the client has and then pre approval to enter Ireland as with a South African Passport you do not need a Visa. She took all my documents and spoke to someone else. When she came back she said that actually they need to phone but tonight they not going to phone as all the document seems to be in order. So I checked in and flew to Ireland via Abu Dhabi. When I arrived in Dublin at the passport control I handed them all my documents that I had on me. The lady went through all my documents and then she called another lady with short hair and a bit skinny. She asked me where is my visa and my reply was that I don’t need a visa as I have a South African Passport. On the end of the day I was deported back to South Africa. If Etihad as done their job in the first place then the immigration officer would have said what I still need to enter Ireland and advised that my documents are incomplete I could still have postponed my flight until I had all the documents. Instead they said its fine they are not going to phone Ireland and allowed me to fly to Ireland instead.

By doing so I ended up wasting my flight, money and time just to be deported due to incompetency. On my deportation flight from Dublin to Abu Dhabi I was allowed to consume alcoholic beverages, however on my fight from Abu Dhabi to Johannesburg Or Tambo flight attendance was told not to serve me any alcoholic beverages. I felt discriminated against as I didn’t do anything wrong. On a flight I paid for I was too scared to ask for anything else to eat or drink. I never felt so discriminated in all my life. I was escorted to every flight. I felt like a criminal. If one think about it that flight was paid not by Etihad but by myself and to be treated like that not even allowing me alcoholic beverages. I didn’t misbehave not was I drunk. It is very disappointing with regards to customer experience and humanity

On the 13th August before my flight back to my hometown I went to Etihad’s offices and a worker of Etihad confirmed to me that they should have gotten preapproval before I was allowed on the flight to Ireland. I have flown a few time with Etihad to Muscat and the UAE. I would definitely consider a different airline next time I decide to visit my friends again. I would like to know from Etihad what they gonna do to rectify this problem.
My email is
Cell nr. +[protected]

My booking nr is BUK-6811344

Hope to hear from you soon

  • Resolution statement

    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, Aug 15, 2017

    Dear Jan, we are sorry to hear about your experience. However, the guest is responsible to check if he/she requires a visa for their destination.
    Nevertheless we like to check why our staff member allowed you to travel.
    Please send us your booking reference as the one mentioned from you is not a Etihad booking reference.
    Thank you in advance. *Ela

Aug 15, 2017

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