The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
Etihad Airwaysbad customer service and causing unwanted stress

V Sep 29, 2019
This review was posted by
a verified customer
Verified customer

My name is Vanessa Rhoda, flight ref FAHLUL. I booked this flight to go home to SA to visit my ailing father & children. First, none of the customer care nrs in Thailand worked when I tried to arrange wheelchair assistance & authorisation to carry my chemo drugs. Etihad eventually responded when I took to Twitter. After long correspondence & asking what was required because my Dr is only available on Thursdays, they got back to me Friday evening saying they needed me to apply for medical clearance & my Dr has to complete their Med. Clearance forms. If not, they could deny me boarding on 29/09.After speaking to numerous people & explaining I was cleared by my Dr & am fit to fly, they still insisted I call the hospital & get a Dr to do the forms. All my explanations fell on deaf ears. I called the hospital but no Dr who wasn't my attending Physician wanted to do it. The airline's response:"you could be denied boarding"
I am annoyed & upset abt how I was treated & instead of helping me, this airline made me feel like my illness was a huge inconvenience, more so to them than to me. And they caused me unwanted stress and anxiety up until the time I went to the airport to check in, fearful that I may not see my father who has Alzheimers after being away from them more than 2 years. Yes my illness is serious, but no one needs to be reminded of it in such an unprofessional manner. I feel that if they had told me from the outset what they needed as I requested, this whole unpleasant situation could have been avoided. The worst part is that when I presented myself, no apology for how I was treated was issued nor any compensation in good faith offered. I would like this matter looked into and want some kind of compensation for what I was put through. I kindly ask that you assess this matter and get back to me urgently.

bad customer service and causing unwanted stress
bad customer service and causing unwanted stress
bad customer service and causing unwanted stress
bad customer service and causing unwanted stress

RESOLVED

The complaint has been investigated and resolved to the customer's satisfaction.

  • Updated by VRhoda · Sep 29, 2019

    Correction of flight booking reference :FAJLUL flight departed Thailand 29 September 2019

  • Etihad Airways's response · Oct 02, 2019

    Dear Vanessa,

    Please contact our Guest Relations Team via our Feedback Form online so that this can be investigated further.

    Thank you. *Rose

Post your comment

    By clicking Submit you are agreeing to the Complaints Board’s Terms and Conditions

    IN THE NEWS

    Unhappy consumers gather online at Complaintsboard.com and have already logged thousands of complaints.
    If you see dozens of complaints about a certain company on ComplaintsBoard, walk away.
    One of the largest consumer sites online. Posting here your concerns means good exposure for your issues.
    A consumer site aimed at exposing unethical companies and business practices.
    ComplaintsBoard is a good source for product and company gripes from especially dissatisfied people.
    You'll definitely get some directions on how customer service can best solve your problem.
    Do a little research on the seller. Visit consumer complaint websites like ComplaintsBoard.