Etihad AirwaysUnethical and threatening to old age passengers

S Nov 18, 2021
This review was posted by
a verified customer
Verified customer

What happened?
Booking reference: VARZTK
Date of incident: 18 November 2021
Location: Mumbai International Airport
Desirable resolution of this complaint: Rebook flight to Chicago without any fare difference and charges

The old age parents (Age 71 and 66) with knee problem and diabetes and Blood pressure were traveling internationally and at Mumbai airport. They were at the counter 4 hours before the flight (2:40 am flight). They kept them waiting aside standing for 2.30 hrs with no one to help. Later when they were called the staff was rude.
They were not allowed to board the flight to Abu Dhabi due to different format of RT-PCR test report. The Etihad staff at the counter did not bother to take a look at my parents' documentation or answer any questions or requests and ignored them. My parents asked them what is the name of the person in charge but the lady in charge was not telling her name to them too. She was shouting at them.
My parents requested them multiple times to tell them what documentation they need but the lady staff finally abused, threatened and harrassed them at the airport saying that I will see to it that you will never board any international flights now on.

How were passengers affected?
They missed their next Abu Dhabi to Chicago flight. Their hotel bookings in US got cancelled. They missed the ceremony they were planning to attend. In India, they were forced to go home at 3 am in the early morning in COVID times. They had to find cab with all luggage without any help to get back to home at this early hour.
With all this trouble my mother's BP was shoot up, she had to go to doctor the very first day as the clinic opened up. This would have led to serious medical emergency.

What would I like Etihad to do to resolve my issue?
I am humbly requesting Etihad to give them next earliest flight within 4 days to Chicago from Mumbai without taking any fare difference and charge to compensate the trauma. And make sure that the staff does not cause them the problem and respect them while boarding the flight next time and provide them proper assistance.
Please respond ASAP on urgent and high priority basis.

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