I am writing this note to express my high dissatisfaction and extremely poor experience with the services of Etihad Airways.
I and my family flew from Manchester (UK) to Thiruvananthapuram (India) via Abu Dhabi on the 07 Feb 2018.
I reached Manchester Airport and was able to get into the queue for Check-in at 05:15 Am for the flight scheduled for 08:10 Am.
It took more than an hour to reach the check-in counter as there was a big queue in front of me. The officer at the counter told me that the baggage policy has changed
and as a result the dimension for the cabin baggage has also changed. They have asked me to drop the cabin luggages into the instrument to measure the dimension.
Unfortunaley two of the cabin luggages doesn't fit well into the instrument and they told it can't be taken as cabin luggages. In order to take it as check-in
luggage, she asked me to pay 250 GBP. I was shocked as I have used the same bags as cabin luggage in multiple flights earlier, including a travel earlier on Etihad
Airways. It was standard cabin luggage size, however she refused to take those as cabin luggages. Finally I accepted to pay it, but wanted to do some rearranging of
the stuff inside and asked for a few minutes. However they said I will need to check-in within 10 minutes otherwise the counter will be closed. I was really threatened
by one of the Etihad staff as well.
I left the counter and rearranged some stuff and within 10 minutes I approached the counter again. This time it as different counter and a different officer.
She weighed the bags and this time told I will need to pay 569 GBP. I was literally shocked this time and told the counter I went earlier has asked only 250 GBP and
now how it changed to 569 GBP. She told she doesn't know about how the other officer calculated it. She is not even showing patience to listen what I am trying to
explain. I asked her if I can go the previous counter, and the answer was 'no'and told they are closing the check-in counter. Icould see there were other passengers
also who was also debating with the staff for the same reason. I was threated again that I will need to check-in immediately otherwise I and family will not be able to
board the flight. Finally I paid 569 GBP and did the check-in. They asked me that I will need to run to do the security check-in as the boarding has already started.
The time was around 7 Am. I literally ran and did all the security check and reached the boarding gate. However the boarding was not even started. I waited there for
another 35 minutes before they called for boarding. I, my wife and my daughter was totally tired, both mentally and physically.
From the heart I can say, it was the most unpleasant flight journey I have had in my life so far.
I have travelled with Etihad Airways in the past as well, but never had any such experience. I would like to know is this the way Etihad is treating its customers.
I am eager to know what action Etihad would take in this issue, including refund of any amount which I have lost due to the unfair treat from its officers.
I have provided the flight and ticket numbers below for your reference. I can provide more evidence, viz copies of ticket and the additional charges paid, if you wish.
EY16 - Manchester to Abu Dhabi
EY272 - Abu Dhabi to Thiruvananthapuram
E-Tickets : [protected],