Etihad Airways review: Ticket refund

I had booked a flexi ticket for a trip made on 1 August 2023. Due to unforeseen circumstances, I had to change the date of the ticket which was made possible after I paired the fare difference. I was told by the Etihad agent on the chat that I could get a certain amount as refund but what followed has been a harrowing experience.

I tried cancelling the ticket online only to be told of the dozen cancellation charges. Not only that they kept insisting that I needed to pay additional an additional fee to have an agent cancel the ticket.

When I asked for information on the refund amount, I kept getting the response that they could not provide me with this information.

They kept insisting rather that I made changes to my destination during my onward journey which is absolutely false.

Frustrated, I just told them to cancel it which they did but sent me no email even after promising me. I see that the flight has been cancelled on Manage Booking but I received no email information on this via email or information on when and how much the refund will be.

If Etihad cannot provide information on refunds who can?