CB Airlines and Air Travel Etihad Airways Complaints #2-21

Etihad Airways review: Regarding denied boarding and request for compensation

Halimat Abolanle of SA

Jun 24, 2026 10:04 am UTC

Verified customer

Featured review

Dear Sir/Madam,
I am writing to raise a formal complaint regarding my experience at Manchester Airport on 22 June.
At approximately 06:59am, I arrived at Manchester Airport for my Etihad Airways flight to Jeddah. During check-in, I presented my Nigerian passport and UK Residence Permit and requested assistance with my boarding pass. I was informed by your staff that I would not be allowed to travel because I required a visa before departure.

I explained that as a Nigerian passport holder with UK residency, I was eligible for a visa on arrival in Saudi Arabia and had previously travelled under the same arrangement. Despite my explanation, my concerns were dismissed. One member of staff contacted colleagues in Abu Dhabi and Jeddah via WhatsApp and subsequently informed me that I could not travel and would need to obtain a visa before departure.

Throughout this interaction, one member of staff spoke to me in a manner I found rude and dismissive, which caused me considerable distress. I repeatedly explained my eligibility for a visa on arrival but was not given the opportunity to properly clarify the situation.

As a result of being denied boarding, I was forced to purchase a last-minute ticket with Qatar Airways at the airport. Using the exact same passport and UK residence status, I was allowed to board and subsequently obtained my visa on arrival in Jeddah without any issues.
I have attached evidence of:
* My Qatar Airways boarding pass.
* My Saudi visa on arrival.
* Relevant travel documentation.
Although I have since received a refund of £358, this does not adequately compensate for the inconvenience, financial loss, emotional distress, and significant stress I experienced as a result of being wrongly denied boarding.
The incident caused me considerable anxiety, and I was left extremely upset and distressed on what should have been an important journey for me.
I therefore request:
1. A full investigation into this incident.
2. A written explanation as to why I was denied boarding despite being eligible to travel.
3. Appropriate compensation for the additional costs incurred, inconvenience, and distress caused by the incorrect advice and treatment I received from your staff.
I look forward to receiving your response within the appropriate timeframe.

Booking reference: 7LS915
Etihad Airways: EY78 that’s the flight details

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socialmedia@etihad.ae

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Etihad Airways address

New Airport Road, Khalifa City A, PO Box 35566, Abu Dhabi, United Arab Emirates

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Jun 25, 2026
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