Reply To: Etihad Airways

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A unevitable experience which can happen to anyone when you are traveling with Etihad Airways. Bad part is it is at no mistake of passanger. This airlies promisses about good service but when situation comes, ground staff is horrible. Seems they are having disconnect between projecting their image and people executing them at the airpot/fligth.

Below is the situation:
1) I was traveling from Mumbai to New York via Abu Dhabi. My Mumbai to Abu Dhabi flight could not land at Abu dhabi on Mar 16th due to Fog. Totally understable that for safety reasons they landed flight in Muskat but the problem starts here.

Flight attendants did not inform us before landing in Muskat what we will be doing in Muskat and how long we will be waiting there. Most of the passangers (including me) had connecting flight which we feared missing. We waited for 1.5 hour in plane then we were deboarded in Muskat. When we got down we were not kept informed what will heppen with our connecting flights.

Lunch provided with 50 minutes wait in line. We were flown back to Abu dhabi after 3 hours. When I landed at Abu Dhabi with all the anxity I realized that I missed my New York flight.

2) I was told that I would be helped at airport with all the question/arrangements for next fligth. But what I saw is ground staff is working at very slow pace and handeling each customer care in 15 to 20 minutes. All the passangers were shouting and frusterated as staff was very unorganized and very casual with the sutuation. I had to waited in line for 5 long hours to get boarding pass for my flgith after 18 hours (not to forget it was after noon and I was awake all night).

3) I did not complain much but requested for hotel accomodation to crash and just sleep. No hotel accommodation provided as Abu Dhabi has only 30 to 50 rooms and all were booked. No phone card was provided.

4) I slept on sofa in Launge and some how spent 18 hours. I reached on time but next day again again same story flight got delayed by 3 hours. I feared that my luggage wolld have not been transferred to the flight to New York. I talked to Etihad employees and I was told that my luggage is moved to the plane I was boarding.

5) I reached JFK on Mar 16th just to realize that my luggage was never moved to my New York flight. I was so angry that Etihad Airways gave me false information.

6) I got my luggage after 44 hours from when I landed. On customer service recommendation I sent email to <a href="mailto:baggageclaims@etihad.ae“>baggageclaims@etihad.ae to get my luggage. I claimed for compensation for not getting my luggage on time but I got a reply from customer service that I will not get compensated because New York was my country of residence and they don’t pay copensation. Seems they make their own set of rules and apply them for their own benefit.
E-ticket number is ETKT 607 2108953178

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