Etihad Airways

We booked a flight with Etihad for Riga with one stop over at Frankfurt for yesterday. When we tried checking in at the airport, apparently one stop over was changes to two stop overs with an additional 3 hour transit at Budapest. No information or support was available at Abu Dhabi airport at Etihad counters. They were saying that its not their problem. Its Air Baltic that changed the plan. But we booked with Etihad using their web site and Etihad should be responsible for this change. They should have sent us an email or called us, we could have cancelled and book different flight. we paid more to avoid two transits.

On top of that, they sent us back and forth between their help counters and it took us more than an hour to check in. They were happily suggesting that if we wish we could cancel this flight. There was no apology and they seem to be fine with the chaos. After going back and forth, we pushed and managed to get the boarding pass for Frankfurt to Budapest but not from Budapest to Riga.

This is really poor service by Etihad which claim to be one of the best air lines. Support at the airport was pathetic and they did not seem to be bothered by the stress we were in! This should be reimbursed!

I booked a ticket back in 2020, the ticket was cancelled by Etihad due to Covid. I have been having issues trying to get a refund, Etihad advised that I could get a refund if my travel agent cancels the ticket and claim the refund - however my agent hasn’t been able to access stage ticket as it is now expired- Etihad generated a new booking ref - [protected] but the agent is still not able to access this ticket. I have been chasing this refund for a long time, it is frustrating having to make numerous calls with no result.

Please deal with this matter!

Being Clostrophob, I usually buy Isle and front seats.

I paid and reserved 08C Isle seat on the ET2317 on 30-04-2022. while checking in, they said at the airport that a random window seat was reserved, after checking, they unblock the 07C for me.

For my EY3187, [protected], I just saw that instead of my paid and confirmed 09C, I was given the 17A!

I am travelling tomorrow, and want to have the seat I bought and have confirmed on my e-ticket back!

And on the 9th of May, I have a trip to Paris, and have 16C confirmed and paid seats, for the return ticket, I hope to have the same booked seats please!

I am travelling with Etihad from very long time, but today, I am really disappointed!

Ive been trying to book flights with etihad for 2 weeks now. The flights are there and i navigate the pages as per, until payment. I keep getting an error message. When i call up the people are no use at all and either just fob me off wiyh try again, try mobile site or cutting me off. I then tried twitter on 19/04/22 and have been dealing with them ever since but it took until last night to finally move this forward with IT now involved. Several phone calls, frequently cut off with no call back afterwards. Its been so long now that the price has now risen £250! I signed up for your travel bank offer and after trusting your airline when you needed liquidity during covid i now feel ive been taken for a mug. Now i must use your airline for essentially the same price as other carriers so my investment is wiped out. Poor show etihad. Ive been trying to book from LHR to Tokyo on 19th Oct, then Tokyo to Abu Dhabi on 31st. 2 day stopover and fly back to LHR on 02/11 at around 10.30. Please can you help me? Thank you.

hi my wife came from Pakistan for Eid on 1st may 2022 flight pa430 time 3:00 am terminal 2 and she did not receive her 1 big bag 20 kg they told her to go to terminal 1 to check when we go there they give as one paper it has complain number AUHPA12510 and told as we will look for your bag and call you is been 5 days now i did not receive any call or any update about my wife bag al her new clogs and my kid clogs and other things are in side the bag and is very expensive please look in this soon as possible my # [protected]

I have a travel bank credit worth of $4500 and set to expire in June 23 2022 . I was planning to use the credit towards my travel to India but due to COVID restrictions I couldn’t do it . Now when the restrictions are eased I don’t have any purpose to travel . I have plans to travel in August of 2023 for my kids summer vacation . I tried to reach out to customer care to request for extension of validity so that I can use the credit towards for the trip .

Can someone help me with the concern

I flew from Bangkok to Dublin yesterday via Abu Dhabi landing this morning as i regularly do. I am a Gold Member of Etihad and regularly upgrade to Business Class as i find the service excellent, however this morning was not so. The check in and flight from Bangkok to Abu Dhabi was excellent and the flight crew were extremely attentive, professional as they usually are. They were exceptional on this flight, in particular Vera the Business Class cabin manager. The problems began when we disembarked and headed for security. The ground staff would not allow any of the Business Class passengers use the dedicated channel and when i tried to explain that we were the first group off the plane and that i was very familiar with the operations of the area, I and my fellow Business Class passengers were told to get to the back of the line of Economy passengers that had now gathered as there were other flights landing at the same time. This was extremely embarrassing but i understand that things like this can happen occasionally. I went to the Etihad Business Lounge to relax as i has about a 2.5 hour layover. When i preceded to the gate 53 for my flight back to Dublin, again the dedicated lane was being used by economy passengers which i understand can happen, however no member of staff came through the line to ask if there were Business Class passengers waiting. When i tried to approach the desk i was politely asked to wait even though this queue had now cleared and all of the passengers ahead of me had got onto the economy class transport bus which was transferring passengers to the parking stand where our jet was located. At this point i was directed to the Business Class transport bus along with approx 10 other Business Class passengers. We were left waiting approx 20 minutes before a driver finally came and boarded the bus to drive us to our plane. At this point everything was quite rushed to get to the plane as we were the last passengers to board. Normally i enjoy this part of my journey as i can usually have a refreshing beverage and look through the food and wine menu as the Cabin Crew pass through Business Class making everyone feel comfortable and relaxed. The flight crew were then obviously a little flustered that most of the Business passengers were last on the plane and it did not give them a lot of time to prepare for take off, however the Cabin Crew performed excellently, especially Nicha who could not do enough for me, bravo to her and the rest of the Business Cabin Crew. I do not like to have to write this criticism but i feel that you would like to know so incidents like this can be avoided in the future. Thank you and i hope the points i make in this email may be taken on board. If you could reply to me that would be great. i was on EY 45 to Dublin and my name is Terry Kelly. My Guest member number is [protected].

Hello,

I spoke to Angela tonight via your customer service centre to ask why Etihad has charged my account twice. I have provided a screen shot from my bank statement below showing these list of charges. I should only have been charged $4000 in total not $8000 for the flights i have booked. These should include:

X1 return flight for Jesse Brown

X1 return flight for Frances Menendez.

Please advise me when I can expect to see a refund in my account for extra flights you have charged.

Thank you

Frances Menendez

[protected]

I report to check-in at Schiphol on Friday 1 April for my flight to Abu Dhabi and from there directly to Seoul.

I am refused to check in because I would need a visa for South Korea.

The check-in employee D.is not sensitive to my arguments that this is not correct.

I even calls in her presence with the embassy of South Korea.

The supervisor M. also does not want to offer any help and refuses as a passenger.

I clearly ask to indicate in the booking system that I will be noted as off load.

I receive no proof that he has been refused.

I am not offered any help for re-booking and it is indicated that I have to book a new flight myself.

With much help from third parties and hours of phone calls with Etihad, the following becomes clear:

1. The off-load status is not listed. I am facing a no-show status and a complete loss of ticket costs.

2. After a few hours, it becomes clear to Etihad that the check-in staff have acted incorrectly.

No visa is required for a European citizen to South Korea.

Etihad admits an error was made and a note was recorded in its reservation.

3. For the re-booking of a flight the next day, April 2, an additional € 306.07 will be charged.

Mr. Dominique, supervisor of Etihad reservation, reports that if Etihad reservation had made the mistake, he would do everything not to charge the extra costs.

The consequences for were significant:

1. I had to find an overnight stay in the Netherlands and incur costs to travel to this address and back to Schiphol the next day.

2. I was unable to complete his duties in Seoul on time, resulting in loss of business reputation. Failure to comply with agreements is a serious issue there, as you know.

3. High telephone costs to Abu Dhabi and Seoul / with private and business persons and with Etihad.

It is important that he stated at check-in that I am a resident in the UAE and therefore should not have been refused my flight to Abu Dhabi.

I have the Austrian nationality and passport.

That is also no reason to refuse me as a European at check-in.

I booked for 2 passengers in 2020 - flight was cancelled due to Covid and not refund has been administered - either in credits or monetary. I would like for this to be prioritised.

I tried and tried for months to contact their customer support services but I was always vaguely responded to, cast aside or redirected. This is simply not good enough, for such a highly esteemed airline.

I spent €1,200+ TWICE for two separate transactions because I was ignored and mistreated by the staff. It has been so stress-inducing and I fly tomorrow!

I book a trip to go back in france with my child of 4 years old. The first flight (lion air) was cancelled and reschedule (one day before departure) on a time I would not have enough time to self transfer. So I had to buy a new ticket (air asia) who was not entering anymore the trip paid with the travel agent.

The air asia flight was delayed. Buti still reach in extremis the terminal 3 in jakarta to go on etihad flight (jakarta abu dabi and abu dabi rome).

I was waiting in front of the counter d7 (the announcement was to go to the counter d 7 to d 13). Some people in front of me were waiting.

Suddenly the board change from etihad to turkish airlines.. I didn't understand what happen. Ask the security agency who ask the staff on the desk and say that I had to go the other way around. Then I get the other side of the desk with my 2 luggage and my child.

Then the staff says to me after trying to enter my reservation code that I was late and the check in just closed.

Time to speak and argument they say like it was already 10 minutes close.

I was standing there in total confusion cause of the process would be different I would have entered the flight.

No help at all except asking for me to call the free number of etihad to ask a modification on the dates. Longtime to reach to customer service. Finally have one who try to explain to me that if I want sooner dates (cause of the rate of my flight) I would have to add 500dollars for each passenger! Then I ask him to find a flight that I would not have to pay this huge amount of money that I could not handle. Hesays to me like it would have a flight on the 22 probably no charge more. As I had also the last correspondance from rome to marseille with ryanair on the 21 of april morning, I needed to call the travel agent to know how it would be regatding the last flighy of the trip. Then I reach the travel agent (kiwi.com) who say that I had to buy a new ticket and they would not be able to help. I was done. I call back the custumer service from the airport.. Unreachable from that time until the next day end of afternoon.. I was stuck there, stressed with my child and no able to think what I would do.. Then the staff from etihad came to the counter cause they were opening a check in for the flight. One of them find me the only solution to pay 500 dollars per passenger again.. I try to find a french number that I could been helped. I get an agent from etihad french speaking. He proposed me the only flight available with only 50 euros fees for modifications on the 1rst of may. Then I had no choice to be stuck in jakarta during 10 days finding a cheap place to stay and spending time with stress on how I have to spend money that o don't have and the new job waiting for me to come. From the 20 of april to the 1 rst of may... For beeing in front of the etihad board on counter who was still in function and in 2 minutes time all gone.. I am still waiting in a kos in jakarta with my child. If I was really late and nothing written on the board I would have been confused but I would understand that they already cannot handle that I enter the plane. It was not the case!

Two major issues by Ethihad claiming that their ethics are top class. On buying business class tickets for return flights to Australia they not only charged me for my tickets but also had a pending amount outstanding for days which stopped me using my Bank Account.

I then changed my flight out and whilst the overall price was £824.20 less I was not given a refund.

For over eight weeks I have phoned sent numerous e mails to their His Excellency, CEO and others and get no response.

I am really surprised that this 4 Star Company acts in this way, Nigel

Dear Sir / Madam

I would like to formally complain about the handling of myself as a longstanding and loyal flyer with Etihad currently a Gold Member with Etihad Guest Number: [protected], I have had several bad experiences with Etihad on my recent flights however this is the straw that broke the camel’s back.

My last journey was on 29th March on EY 264 from Abu Dhabi to Colombo as

I have a large credit in my travel bank account available balance is 19913.63 AED. And the expiry date is in June 2022 even though I was trapped in Sri Lanka for one year as no flight in or out.

Decided to take Ramadan break in Sri Lanka booking a full fare Business Class Ticket so was somewhat shocked and extremely disappointed having been an ambassador for Etihad to be treated the way I was on the above stated Flight EY 26.

I must highlight to you I use a wheel Chair

Please review the diary of events for this flight from beginning

Item1 1845 Chauffeur was booked for 1900 Arrived and had me in car before 1845 however driver very courteous

Item 2 1940 Check In This was ok a little slower than normal however GSA was very pleasant there was a 15 minute plus delay waiting for wheelchair to arrive

Item 3 2000 Wheelchair Assistance The Wheelchair assistant was very polite helpful and offered great assistance

Based on my last experience in November when I was left in the Lounge and ended up travelling on the last economy bus to leave the terminal and was in fact I think last on the aircraft as let all the economy passenger’s runt to board

I had advised all I wished to be on board the aircraft soonest after boarding commenced this did not happen once again read fiasco later

Item 4 Business Class Lounge On arrival in the lounge reiterated I had advised all I wished to be on board the aircraft soonest after boarding commenced

Service in the Lounge was excellent the steward remembered me from my November trip and previous in August and aided me with food etc

Item 5 2045 Wheelchair Assistance to board aircraft Wheelchair assistance came to take me to boarding gate as was a bus transportation to the aircraft

Arrived at the gate wheelchair positioned enabling first to board bus

2100 Boarding commence was ushered to a business class bus boarded after 20 minutes 3 passengers boarded the bus prior to this witnessed economy buses had departed to the aircraft Circa 33 minutes an English family of 4 boarded the bus he was an Etihad Employees who was had been upgraded and once on the bus found out one of his sones still in economy

Circa 40 minutes a family of three adults and three annoying children whom I am sure had been upgraded boarded

Then the business class bus departed following and economy bus the passengers from that disembarked leaving us to wait until they had boarded the aircraft

Item 6 2155 Boarding the aircraft I actually was ushered to my seat and was shocked to see business class 50% full of passengers relaxing drinking champagne etc

I immediately asked the Stewardess how could this be as I had requested priority boarding had paid full fare and a gold vsrd holder her response I don’t know I am sorry I saw passenger sniggering to each other while taking selfies obvious these had been upgraded

I requested to seeCabin Staff Supervisor who was busy as aircraft door with boarding, When he came I explained the situation and told on my previous flight to Colombo stated he would put it in his report, however the aircraft was fully booked so many passengers were give free upgrade

Yousef apologized for this terrible mix-up and it became very obvious quickly as no other passengers on my bus complained they had all been upgraded, I have absolutely no problem with this as myself have been upgraded free or utilised my Etihad miles to upgrade

I informed Yousef that on my arrival in November there was no wheelchair and I was left standing outside the aircraft for 15 plus minutes as economy passed herded past me so much for social distancing

Yousef stated he would ensure that wheelchair would be there on arrival

Item 7 Onboard Cabin Service This was excellent as always and, on this occasion, I am sure received extra attention which dare I say is the key reason I use Etihad as my preferred airline since day one when a single to London in Economy was Aed 999 I was in business class as a consultant to Dolphin Energy so tickets purchased buy them

Item 8 Arrival in Colombo Yousef was true to his word wheelchair was at the ramp ready and waiting unlike the november or other earlier trips

Hi I am Mammen Chacko, I booked a ticket AUH - TRV dated 23/12/2021 and confirmation code is XALGYQ. Date of issue is 10/12/2021 and the flight is cancelled by Etihad and i didn't get another flight or money back for the cancelled flight. Also note that my return flight i used and requesting to provide refund of 23rd December flight AUH - TRV which is cancelled by Etihad.

My Tel. No. [protected]

My Email is [protected]@kostco.ae

I have contacted Etihad Virtual Chat assistant and they suggested to give complaint as they are not able to solve the issue.

I was flying from Amsterdam to Sydney for Christmas with the family. Flight was cancelled due to technical issues. I ended up rebooking and doing the costly shuffle with all my hotels etc. For a couple months now I have been in the process of following up on the compensation claim. On the 5th of April I heard via email from a guest relations offer that I am indeed entitled to a claim. In the email were the steps for how I can go about making this claim. The first four steps are relevant here because that is where the issue lies. They are as follows:

-Visit https://www.etihad.com/en-ae/help/feedback from any Google Chrome or Firefox browser.

-Click ‘Help’ on the top ribbon and Select ‘Feedback’ from the ‘Get in touch’ section.

-Once you see the ‘Share your feedback’ page, you will also see the ‘Share Feedback’ and ‘Manage Feedback’ section. Click ‘Manage Feedback’.

-You will now be diverted to the Etihad Guest Login page. Here you may use your Etihad Guest number and your password to successfully login.

Unfortunately, whenever I go to the manage feedback section and login, it takes me back to the 'Share your feedback' page and I remain logged out. I try again (for 10 days now), and the same or similar problems persist. I have twice emailed the guest relations officer with this information (in her mail she encouraged me to get in touch if I had problems), but have not heard back. I have posted feedback in the feedback section (which shows that this part of the website works). I'm a bit frustrated because they have given me a deadline for the claim (19th of April), which is fast approaching, yet I get no response.

I am aware that many people have been deceived by Etihad with the same Travelbank problems and lies that I am facing from this greedy airline.

In 2019 (just prior to the Covid pandemic), Etihad offered its customers in its loyalty program an offer to purchase flight credits in the form of Travelbank money credits. Like many others, I made a large purchase based on the fact my family and I traveled often. Yet, with such limited travel over the past 2 years from Covid, I was only able to travel myself very infrequently. I had contacted the Etihad Travelbank agent to inquire about the expiry of the Travelbank credits in the early days of the pandemic, and was assured that because of Covid, they would extend the expiry period. However just last week, I received several emails that my Travelbank credits will expire in June of this year (I have around $5000 of credit - a significant amount). I was absolutely shocked to hear this, when I was clearly advised that this credit would last for several years, and that it would be extended because of the pandemic. As anyone would be well aware, I have been mostly unable to travel in this entire period because of the pandemic. Hence, it has obviously not been possible to use this credit in recent years. Furthermore, there is no way I will be able to use this credit between now and June. This is completely unreasonable and unjust from Etihad, and an extension of these credits for at least 2 more years is the only fair outcome, to accommodate the 2 years lost from the pandemic. I have tried many times to contact customer support, but as usual, you are talking with robots that have no clue and can never offer you any form of support. They finally responded with their typically generic response stating that terms and conditions state that the credits cannot be extended. This is an absolute disgrace - I can only imagine there are thousands of people in the same situation as myself. Etihad will steal our money on the basis that we did not use the credits during the past 2 years - even though there was a pandemic and nobody was flying! What is equally as bad is that there is no way of knowing your Travelbank credit amount or expiry by logging in online - only by calling them, and this is usually not an option given the extended time you wait for someone to actually answer your call. Etihad must be held accountable for this deceiving and greedy trap.

Hello,

I would like to have a reaction from someone that this complaint is taken seriously and that someone is handling it. I have sent several emails asking for a response on my mail and followed all the steps regarding filling in the feedback survey etc. I took some personal data out for privacy reasons as you can imagine.

Please find the initial mail below:

Good morning,

On Sunday 27th of March my boyfriend and I were finally going to fly with your airline company, Etihad Airlines (hereafter: "Etihad") to Bali. The booking for the flight, with the booking number U... - N... and S..., was supposed to go from Barcelona to Abu Dhabi - flight number EY50, Abu Dhabi to Kuala Lumpur - flight number EY418, and last from Kuala Lumpur to Denpasar, Bali - flight number EY2741, with a departure time of 10:05 and arrival time at 18:30 (local time) on Monday 28th of March. We were checked in and only had to drop off our baggage.

Unfortunately, when we arrived at 7 AM, on Sunday 27th of March, at the airport of Barcelona El Prat, after a long period of uncertainty and lots of back and forth between the ground staff at the baggage drop off desk, we were informed that our flights were canceled without notice given to us before our arrival at the airport and any further notice or reasoning from Etihads' company side. As you can imagine this resulted in quite some stress because we were not informed timely by your airline company. In accordance to the information on the Etihad app, the flights were still on time and planned for the day.

After two hours of waiting, we were offered the earliest possible flight, after insisting on wanting to fly Sunday 27th of March because of the expanses already made for this original flight, such as 2 times PCR test done already and paid our hotel accommodation booked and paid in Bali, and transportation from the airport Denpasar, Bali to our hotel. This re-route flight is today on the Monday 28th of March, at 06:05 departure which means we will arrive on Tuesday 29th of March at 18:50 (local time) instead, meaning + 24 hours later than originally booked.

In accordance with your, Etihads, applicable terms and conditions, https://www.etihad.com/en/legal/terms-and-conditions, under the article "Flight Compensation" we are eligible for all 3 mentioned compensations as per the stipulations below:

1. Right to compensation: The cancellation was not caused by any extraordinary circumstances - there was no communication no reasoning for this cancellation. Due to this fact, we will be entitled to two times the amount of 600 EUR which will equal the amount of 1200 EUR in accordance with the fact that the flight is more than 3500km, for both me and N...

2. Right to reimbursement or Re-route: A and B - Since we have another Re-route, not via Kuala Lumpur and there were no available flights with the capacity for us to go on, the earliest flight is the 28th of March with departure time 06:05 - meaning + 20 hours later departure and an arrival time of +24 hours later

3. Right to care: Subject to these circumstances and in order to wait another day on the alternative flight on the 28th of March, we had to make extra and unforeseen costs which will also be accounted for by Etihad. Please find an overview of these costs below:

Transportation

from the airport to the hotel (27th of March) of 35,40 EUR

and;

from the hotel to the airport (28th of March) of 40,90 EUR

Hotel

1 night: 131,20 EUR

Meals expenses:

27th of March

Breakfast Seventy Hotel: 17 EUR Per person = 34 EUR

Seventy Hotel: 7 EUR

Diner BelleBuon: 75 EUR

SSP Airport Restaurants SLU: 7,60 EUR

28th of March:

Breakfast Starbucks Airport Barcelona: 17,75 EUR

URGENT/RAPID PCR

150 EUR per person - 1 for N... & 1 for S...- on the 27th of March:

total of 300 EUR

Please find all invoices in the ZIP file attached to this mail.

The total of expenses made that are for the account for your aline company are: 1847,85 EURO

For our flights back on the 17th of May, we also booked with Etihad. In order for us to have a pleasant stay in Bali, we would like to know if you can give us any clarity on if these flights will be carried out OR if we need to have a look into other options. Of course with a refund of the tickets booked via your airline as well.

We are expecting the amount of 1848,85 EUR to be in our bank account... in the name of N.S. within 5 business days. If these terms are not met, we will be forced to take legal action.

I have made 6 calls to the call centre yesterday (05/04/2022) from about 1pm to 4:30pm, spoke to Yusuf initially and have done bookings up to payment stage and each time the call was dropped. I subsequently called today, between 12:30 and 1:50 spoke to 1st agent, when it came to payment step, call was dropped. Called back spoke to Roseanne, same issue, called back spoke to Nura, same issue. I am perturbed because the calls being dropped seem to be deliberate. I have given both Roseanne and Nura my telephone number to call me back should the call drop and both have not. Who can i speak to have this resolved

On 5 April at 7.55pm my family and I were due to land in Abu Dhabi for a holiday of a lifetime and see my sister and family for the first time since covid struck.

Instead I am sat at home in the UK having 24 hours phoning Etihad who have been completely unhelpful and so un-caring that I have ended in tears all day.

On 29 December 2021 I booked and paid for flights (£2157) from London Heathrow to Abu Dhabi via Munich through Etihad on 5 April 2022. On 4 April I tried to check into the Lufthansa flight from Heathrow to Munich LH2483. The online booking kept failing and I could find no record of the flight. I contacted Etihad directly who informed me the flight had been cancelled that day. No support was provided on trying to find a replacement flight and eventually I went to bed.

On 5 April I have called Etihad numerous times to sort out replacement flights. Despite speaking to 5 different customer care staff I repeatedly found no record of my complaints, no records of a call back from management and no offer of a solution. I did however get through to Lufthansa who confirmed the flight was cancelled in January along with thousands of other flights. At no point have Etihad contacted me to cancel the flight and arrange a new flight.

On revealing this to the Etihad staff they initially claimed it was not their responsibility to inform of the cancellation despite being informed by Lufthansa. They then claimed they must have automatically informed me as a customer which is another lie. Despite spending the whole day on the phone and there being available seats on flights leaving Heathrow and for the next two days I am still no nearer to Etihad resolving the situation.

They have informed me to complain online. There is no online complaint system. My family and I have lost a lot of money, the days we have booked off work, our accommodation in Abu Dhabi and the holiday dreams of my children. To make matters worse at no point have Etihad apologised, tried to make things right despite having available flights and seats. This is without doubt the worst customer service I have suffered from a company who so publicly make the case the customer is their number one priority

Etihad has not responded to either of my cases so I have decided to post a complaint here.

Ref: HNRKAW

Flight: EY42 / EY460

Date: 05/03/22

Dublin to Abu Dhabi

Abu Dhabi to Melbourne

On 05/03/22 Flight EY42 from Dublin to Abu Dhabi was delayed for approx. 2 hours due to a technical issue. When the flight arrived in Abu Dhabi, the connecting flight EY460 to Melbourne had already departed. Etihad staff advised that the next available flight was not for 28 hours and with a different airline, Emirates flight EK408 departing from Dubai. 22 fellow passengers and I were left behind in Abu Dhabi.

The level of service from Etihad staff was extremely poor at Abu Dhabi airport. An escort from the airline should have been there to ensure passengers' bags were available from the baggage carousel and to provide directions to the airport hotel. Passengers had to fend for themselves. No advice was given on where to get a COVID PCR test, nor was the pickup time for the bus transfer from the airport hotel to Dubai airport.

To make matters worse, when I was checking in at Dubai airport, Etihad didn't book the correct baggage allowance for the Emirates flight to Melbourne. I was forced to pay for 20kg of excess baggage costing AED 3,040. Etihad staff should have checked the luggage weight I checked in at Dublin airport and booked this with Emirates.