Janie Govender review: Red: woman - son refused assistance to board flight timeously

The above reference refers. My son Tashiv Govender was due to fly out from Abu dhabi airport on the 1 July 2022 at 1:40 am to Johannesburg South Africa. He completed his diligence and checked in online. In addition to completing his verification to fly. His boarding pass showed terminal one. He arrived with the Etihad shuttle from Alain, He arrived at terminal one only to be told that it was the wrong terminal and then walked a distance to get to the terminal three which didn't reflect on the boarding pass. Waiting in the queue was not an option so he asked the Etihad staff for assistance to jump the queue as he would not make his flight only to be told to get back in the queue. He kept the queue asking for assistance only to be told the same. At this point he was giving me blow by blow report over the phone. We were helpless. Eventually when it was only 40 min left he barged in the front of the queue pleading with the gentleman at the counter that he had to drop off his bags and get onto that flight, only to be told that the gates are closed. He was then told to call the call center, which I did immediately. Whilst speaking to the call center agent, a gentleman from the gate with the following mobile number called me : [protected] asking me where my son was. Told him the issue and he proceeded to call my son at the airport. Immediately called the call center around 1 am. Spoke to Jana who asked me to call back after 3 hours as she was emailing the airport staff and marked it as priority. Called back at 3:30 am. Spoke to a Daniel. was told the same thing, call back after 2 hours. Called again at 5 :30. Spoke to Jane who said she will call back after an hour. Received no call. So called back and agents kept telling me during back and forth calls that there was a "NO SHOW" Of course it will be a no show with all the above issues mentioned. Please also note that besides not being offered any assistance whilst he was in the queue there was no final call made for my son, neither did any steward ask passengers if anyone had any upcoming boarding at the gates which normally occurs with other airlines. Both my son who was still at the airport was up the whole night trying to resolve the issue. At 7:39 my son who by this time hadn't slept or ate anything was feeling unwell in addition trudging his luggage at the airport speaking to every available staff to resolve the issue. My son needed to be starting university that Monday 4th of July. He was worried and anxious. Moreover I was sending the above message on Facebook messenger to Etihad, keeping them abreast as to what was going in addition to making continuous calls to Etihad call center. They acknowledged receipt and gave me the following ref number [protected]. Also spoke to a call center agent who asked me to email her the boarding pass showing the incorrect gates printed on it, which I emailed to cc docs on the 5th of July, expecting some resolution. To date I am going back and forth regarding the issue telephonically to the call center and via social media messaging. Every time I message they tell me it was no show and I have to relive that experience, always have to start from scratch. Telephonically i was told that they could do a reschedule or refund which I have proof on social media messaging and it will close on the 7th of October and they will get someone to call me. That was 2 weekends ago. Tod date nobody called. When I enquired I was told it is non refundable and nothing can be done to assist. I was also told if I have any further issue i should raise it on Etihad website. Even that portal online isn't working and I have a screenshot of the issue experienced which I forwarded to them. No reply. Please help. I will not give up until this issue is resolved and brought to the attention of Etihad executive staff.

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