I checked in my suitcase in Jakarta on the 15th of September for flight EY 475 to Abu Dhabi for a transit later on with flight EY 19 to Heathrow, London. I am very disappointed by the state that I retrieved my suitcase in London (16th September 2021, around 12:00). Not only was my suitcase given to me with a broken zipper which had been completely torn off, but it was also kept together without care by a single piece of rope. I had many valuables inside this bag including clothing, toiletries, a camera, and medication. Fortunately, my baggage did not seem to lose anything despite the fact that the suitcase was almost entirely open.
Although all the belongings within that suitcase are still intact, I do heavily believe that action is taken after this complaint is sent. This suitcase is what was going to be used for me to exit my managed quarantine to later move into my university accommodation. I have two large suitcases in total, the other is in fine condition, but there is no possible way for me to bring this suitcase around London- through trains, buses, etc- with the state and damage it now has. I am unable to leave my hotel room to purchase another as I am under a 10 day managed quarantine. If possible, I'd request that firstly, I get a proper apology from Etihad as I have yet to receive one. And secondly, something is done about my baggage. Whether this means I am given a new one, my broken one is repaired, I do need something done. I believe a refund will hardly work as I have no time to go purchase myself one under this quarantine lockdown where I am unable to leave.
Below are images attached of the state my baggage was in. These pictures were later on taken in my hotel room as I had been in a rush to leave the airport. The address of the hotel that I am staying for the next 9 days is the Holiday Inn London (Sipson Road Heathrow, Airport, London, West Drayton UB7 0HP). My personal phone number is +62 [protected]. My email is [protected]@gmail.com