Etihad Airways Customer Service Issues

Hello, I would like to address an issue with my Ethihad Airways return flight from Islamabad to LHR. Unfortunately, my return flight scheduled for the 11th of November has been canceled by my UK agent. They have suggested alternative dates of the 1st or the 19th of November, with business class being the primary option during that period. The cancellation has caused significant inconvenience as I am a key worker for the NHS, with a mandatory return to work on the 13th of November. This situation is further complicated as my son and daughter also need to return to work on the same day. I came to Islamabad on the 15th of October for my husband's herbal treatment, which won't be completed if I opt for the 1st of November. On the other hand, choosing the 19th of November would make me very late for work. I kindly request your assistance in rescheduling our flights to the original date or providing business class seats without additional charges. It is unfair for us to incur extra costs for a situation beyond our control. This issue has caused undue stress, especially considering my husband's health condition. I would appreciate it if you could address this promptly. For further communication, please reach me via email at [redacted] The ticket details are as follows: Ticket no: [redacted][redacted], [redacted], [redacted], [redacted] Airline code: BKGBWY(EY) Thank you, Amjid Amin Nassrin Amin Reema Amin Azhar Amin

Hello, I will be traveling with my family from Edmonton Airport, Canada, on November 22 at 10:15 AM, with a connecting flight from Toronto, Canada, at 7:40 PM headed to Abu Dhabi. From there, we have another connecting flight to Hyderabad, India, on November 23 at 7:35 PM local time. I am wondering when we should take the PCR test to be able to board the flight. Should it be taken 48 hours or 72 hours before boarding? Also, is this timeframe calculated from when we board our flight in Edmonton or Toronto? I have a 6-month-old infant and I am unsure if she also needs to be tested. Lastly, if both PCR and RT-PCR tests are acceptable, which one should we opt for? I appreciate your assistance as this is my first time traveling with my infant. Thank you.

Hello, I recently purchased 3 tickets for my family's trip with Etihad Airways through Flysharp. Unfortunately, I discovered that Etihad Airways cancelled our return journey on November 9th from Islamabad. This unexpected change has resulted in significant financial challenges for us. We had to pay an additional £[redacted] for new return flights, which delayed our return by 3 days. This alteration also incurred extra expenses for taxi fares, necessary purchases there, and missed wages due to arriving later at work. Flyway's cancellation and amendment policies limited my options, impacting our planned activities, PCR test appointments, and taxi reservations. We are now scheduled to return on November 12th, significantly altering our travel arrangements. Despite this being our first experience booking with Etihad and my son's inaugural holiday and flight, the airline's actions have brought nothing but distress. While I have contacted Flyways, they deny responsibility for the flight cancellation. I am exploring options for complaints and claims but seek direct assistance to address my losses. Currently, I have already paid £[redacted] for new flights, £[redacted] for UK taxi fees, and anticipate additional expenses in Pakistan along with a £[redacted] loss of earnings due to additional unpaid leave. I am eager for a prompt resolution before our departure on October 24th from Heathrow EY12. Besides the financial strain, I kindly request considerations such as a free upgrade on our flights due to the ongoing inconvenience, especially since there are currently no available seats together for my son for the LHR to Abu Dhabi leg. Warm regards, Nadim Shafi

Hello, I am Gokul Gopinathan, and my reference ID for the booking is CSTZIE. I need to add two checked bags to my ticket. Attempting to reach Etihad has been unsuccessful, and I am frustrated with the situation. A third-party agent quoted me $[redacted] for the class conversion with extra checked baggage but is now directing me back to Etihad. I am feeling helpless and apprehensive as my upcoming travel approaches. I am seeking assistance on how to add the additional baggage. Thank you.

Hello, I am Abdul Khaliq Helmandi. I had a flight from JFK to AUH on 25-Oct-[redacted] with a connection on Kamair airline from AUH to KBL. Unfortunately, my baggage was lost during the journey. When I visited the Kamair office in Kabul, they informed me that Etihad Airways did not transfer my baggage. I kindly request your assistance in transferring my baggage to Kamair on the next flight so they can deliver it to me in Kabul. I appreciate your prompt attention to this matter. Thank you.

Subject: Double Payment Issue with Etihad Airways I am writing to address a concern with Etihad Airways regarding a payment issue. Upon booking a ticket, I encountered an error when paying through PayPal, resulting in a pending status. Subsequently, I used my credit card to make the payment with the same booking number successfully. I am reaching out to request Etihad Airways to cancel the PayPal transaction to avoid being charged twice for the ticket. Date of occurrence: 03/11/[redacted] This situation has been frustrating, and I am seeking a refund for the duplicate payment transaction. Your timely assistance in resolving this matter is greatly appreciated. In accordance with Trading Standards guidelines, I prefer to maintain all communication through this email. Thank you, Parnal Patni Booking Reference/Flight Number: AVPKSL Address: Fürstenrieder Strasse, [redacted] Munich, Bayern [redacted]

Hi, I had a flight from Lahore to Toronto on October 30th. I needed PCR tests done for my children but only my 12-year-old and I were tested at the airport. When we arrived on November 1st, we were not allowed to check in because my other two sons didn't have their PCR tests. We missed our flight, and it was a difficult experience for my kids. I'm currently trying to rebook my ticket, but the agent hasn't reissued it yet, waiting for an email from Etihad. My mother is sick and wants to see her grandchildren, so I really need this resolved. I've spoken to Etihad multiple times, and they confirmed the rebooking, but the agent is waiting for their email. My ticket number is #[redacted][redacted]. I appreciate any help. Thank you.

Hello, My name is khadam saira jabeen. I had a round trip reservation from Brussels to Islamabad for myself and my three children. My outbound flight scheduled for June 18 was canceled and rescheduled for July 4, which was fine. However, the trouble began with the return flight scheduled for August 30, which your company canceled. It was rescheduled for September 23, but due to my children falling ill, I had to change it to October 31. The vaccination requirement posed a problem as my children and I are Belgian. All airlines accept the return with a PCR test except Etihad Airways, which requires two vaccines and a 14-day quarantine. The agency where I purchased my ticket in Brussels informed me that there are no flights available in November and maybe even December. Consequently, they left our tickets open, and now for our return, they're asking for [redacted] euros per person, totaling [redacted] euros. In the end, I have only one question: Is this my punishment for choosing Etihad Airways?

Hello Team, I hope all is well! We have been trying to contact you for the past month via phone and Twitter, but have not received a response. Please revert as soon as possible to address and resolve our issue. Ticket 1: - E-Ticket Number: [redacted][redacted] - Passenger Name: Mr. Aditya Kumar Sharma - RA Number: [redacted] Ticket 2: - E-Ticket Number: [redacted][redacted] - Passenger Name: Mr. Mandeep Singh Both cases are related. The airline did not allow boarding due to the absence of a QR code on the RTPCR test report, despite it being updated in the remarks. Mr. Mandeep received a full refund, but Mr. Aditya Sharma did not as the agent claimed they did not receive a refund from the airline. The airline confirmed the refund was processed on August 11, [redacted], but did not disclose the refunded amount due to policy reasons. We are concerned that the agent may not refund us fully without written confirmation from the airline. Kindly provide a solution to this issue. We appreciate your assistance.

Hello, I would like to share my experience with a recent booking I made through your website just before the onset of the pandemic in March [redacted]. My booking reference number is KXAGPN and my ticket number is [redacted][redacted]. Following the international travel bans and Etihad's suspension of flights from the US to India, I decided to cancel my tickets out of caution. Despite cancelling, I did not receive any confirmation of the cancellation or information on how I could reuse the ticket. In December [redacted], when I wanted to use the ticket, I found no available flights. Contacting Etihad's customer service at [redacted] proved challenging as I faced long wait times with no resolution. Subsequent agents mentioned that my ticket was no longer retrievable in their system due to its inactivity for over a year. My attempts to follow up and seek a refund have been unsuccessful. I have always been a loyal customer of Etihad, but the current situation has made it difficult for me to navigate the process. I hope for a resolution and an improved customer service experience in the future. Thank you, Pravallika D.

Hello, My name is Jasmeetkaur Saini. I attempted to book a ticket from Frankfurt to Mumbai for 14.11.[redacted]. I tried twice on the Etihad mobile app, but after payment, I received an error message stating "we cannot process your payment," even though the amount was deducted from my credit card. On the third try via laptop, I encountered the same issue. Now, the amount has been debited three times without a booked ticket. I contacted my credit card service center, and they confirmed the payments were processed by Etihad. I am currently stranded at Frankfurt Airport and am eager to travel to Mumbai on the 14.11.[redacted] flight. Is it possible to issue a confirmed ticket and refund me for the two duplicate payments, possibly due to a server error? I kindly request your prompt assistance in resolving this matter. Thank you. Regards, Jasmeetkaur Saini

This morning, I was scheduled on flight EY [redacted] from Chennai to London at 8:25 a.m. Upon arriving at the airport at 3 a.m., I was unexpectedly asked to undergo a PCR test, even though it's not required by the UK. Following that, I was requested to download the Passenger Locator app, which I was not familiar with. After waiting at the check-in counter, I was informed that my PCR test, taken for travel, had expired by over 2 hours at around 7:30 a.m., rendering me ineligible to board. The situation was frustrating as I was unable to reach Etihad Airlines due to frozen airport WiFi and my mobile data. This experience with Etihad was incredibly disappointing, with each staff member providing conflicting information.

Hi, I am Apeksha, and my Etihad Guest Number is [redacted]30. I have a booking with Etihad Airways on December 13, [redacted], for a trip from Mumbai to Paris with a return on December 25, [redacted]. My booking reference is PNR - HFAEEE. This is my first time flying with Etihad Airways, and I have a couple of queries: 1. Do I need a transit visa for my 4-hour layover in Abu Dhabi on the way to Paris? If required, how can I obtain it? Will the airline provide assistance with the transit visa? 2. I am concerned about my return flight from Paris on December 25, [redacted], landing in Abu Dhabi at 19:40, with my connecting flight to Mumbai scheduled at 20:40. Will there be provisions for any delays since there is only a 1-hour layover? I look forward to your prompt response. Thank you, Apeksha

Good morning, Etihad, I am writing to you about an urgent travel matter. Despite numerous attempts to contact your customer service in Italy, I have not received any assistance. There is room for improvement in customer service. I have a booking on 23/11/[redacted], from Lisbon to Milan, Abu Dhabi, and Bengaluru (Booking Reference YTMMDA). I have some inquiries regarding this trip. Firstly, could you clarify where my immigration procedures will take place - in Lisbon or Milan? Secondly, the cabin baggage information for the flight from Lisbon to Milan operated by Tap Airlines is unclear. Am I allowed to bring a backpack with clothes into the cabin? Lastly, for the mandatory Air Suvidha form for travel to India, which flight number should I provide as my origin - Lisbon-Milan, Milan-Abu Dhabi, or Abu Dhabi-Bengaluru? Please assist me with these questions promptly. Sincerely, Akhil S.

I had a flight booked with KLM Airways from IAH to Abu Dhabi, but Air France redirected me to Paris. From there, I flew with Etihad to Abu Dhabi, connecting to my flight with Kamair Airlines to Kabul, Afghanistan. In Paris, Etihad assured me they would transfer my luggage to Kamair Airlines; however, upon landing in Kabul, my luggage was missing. Kamair Airlines explained they did not receive my luggage from Etihad. The flight details are as follows: - Flight from Houston, TX to Paris by Air France: AF639 - Flight from Paris to Abu Dhabi by Etihad Airlines: EY038 - Flight from Abu Dhabi to Kabul by Kamair Airlines: RQ904 on November 21, [redacted]. My two luggage tags are: - Tag# [redacted] AF [redacted] - Tag# [redacted] AF [redacted]

Hello, I'm writing in regards to my lost baggage claim I submitted with the airport and airline after traveling on flight EY-[redacted] from Toronto to Abu Dhabi and then EY-[redacted] to New Delhi. It has been a week since I filed the claim, but my bag is still missing. The bag contains all my essentials for my upcoming wedding in India. I am frustrated that despite paying $[redacted], my bag is not secure. I am concerned about the airport's role in ensuring passenger's belongings are safe. Contacting the airport for updates involves long hold times, and I often get disconnected before getting any information. My wedding is approaching, and this situation is causing me stress due to the inefficiency of the airport and airline. It is alarming that my bag, which left the airport, cannot be located. The lack of accountability raises questions about the safety measures in place, especially considering the current security threats. If I do not receive a satisfactory response within 24 hours, I will escalate this matter to the consumer court. Moreover, I am disappointed with the service and intend to avoid this airline in the future. I have tried to be patient, but the lack of response from Delhi airport is frustrating. Regards, Lovepreet Chahal

I booked a flight with Etihad Airways from Chennai to Toronto via Abu Dhabi for October 11, [redacted]. Unfortunately, I was turned away at the airport due to not having a required travel letter from my college, resulting in me needing to reschedule my trip for December 10, [redacted]. After conversing with a customer care representative, I was informed my ticket could be left open for future use. However, when attempting to rebook, I faced challenges and inflated prices. I was quoted high cancellation charges, contradicting the information I found online. Subsequently, I requested the funds be transferred to my travel bank to no avail, leading to steep ticket price increases. Despite numerous attempts, I have been unable to reach customer service. I seek guidance on utilizing the funds in my travel bank independently and resolving the issue without involving customer service, as contacting them directly has proven unsuccessful thus far. Any suggestions on alternate methods of communication or solutions are appreciated.

To Whom It May Concern, I hope you are doing well. I am writing to address the troubling experience my son Alex Carlo Aquino had as a passenger under your care. Alex diligently followed all the required procedures and submitted the necessary documentation for his trip to the Philippines. Unfortunately, upon arrival from Gothenburg, Sweden, intending to connect to his Abu Dhabi-bound flight with a stopover in Amsterdam, he found himself stranded at the airport for a whole day, which was distressing for him and our family. What was meant to be an exciting vacation has turned into a nightmare, especially on his birthday. Immediate action is crucial for the rebooking of his flight. He was unable to board the Manila-bound flight from Amsterdam due to a staff member's refusal to accept his documents proving his Filipino citizenship. Despite his scheduled departure being on November 26, [redacted], he was unable to board the plane on his birthday, November 25, due to this issue. It is imperative that this situation is rectified promptly, including covering the costs associated with this inconvenience. Alex spent almost two days at the airport without provisions for food, accommodation, or assistance, causing significant stress and trauma for him and our family. Please arrange for his prompt rebooking on a flight to the Philippines as this is of utmost importance. Thank you for your attention to this matter. Warm regards, Melanie Aquino

This situation with your son, Alex Carlo Aquino, is incredibly distressing and frustrating for us. He meticulously followed all the travel requirements and had all the necessary documents for his trip to the Philippines. However, upon arriving in Amsterdam from Gothenburg, Sweden, he has been stranded in the airport for a full day when he was only meant to have a short two-hour layover before heading to Abu Dhabi and eventually the Philippines. This unexpected turn of events has not only caused significant stress and emotional turmoil for my son but has also turned what was supposed to be an exciting vacation into a nightmare, especially on his birthday. Please take urgent steps to rebook his flight to the Philippines as soon as possible. It is absolutely essential. Thank you, Melanie Aquino

Hello, I need help with my Etihad booking. The PNR is VKTSGO, and we booked tickets for my parents through TRIPODAL. However, we noticed that there was no baggage included. After contacting TRIPODAL, they advised us to reach out to Etihad. My wife and I have been calling Etihad repeatedly for assistance. We were able to speak to a call center agent after being on hold for about 55 minutes. The first agent mentioned no cancellation charges if we chose to cancel and offered to help with the baggage, but the call got disconnected. Upon reconnecting, the second agent attempted to assist but unfortunately, the call dropped again. After a third call and another 40-minute wait, the call got disconnected once more while the third agent tried to resolve our issue. It would be helpful if there were a callback option. We urgently need help as my parents, who are seniors, are flying tomorrow. We kindly ask Etihad to consider granting 23kgs per passenger for baggage if 30 kgs are not possible. We are willing to pay a nominal fee. Your prompt attention would be greatly appreciated.