Etihad Airways Reviews & Complaints

Reported By: Mustafa Garafi Mahmoud

Contact information:
Etihad Airways
Portland, ME, United States

etihad.com

Dear Sir or Madam
Attachd please find all supporting documents
* I booked a flight on Etihad Airlines from Boston, USA to Khartoum, Sudan departing on May 01, 2018, my sheduled itinerary was as follows:
– Boston to Washington Dulles (JetBlue Airlines) Flight No. 357 – May 01, 2018
– Washington Dulles to Abu Dhabi, UAE
– Abu Dhabi, UAE to Khatoum, Sudan (Final destination)

* Upon checking in at Boston Airport, I asked for my luggage to be checked in to my final destination (Khatoum, Sudan) to avoid further check in needs
* I paid $320 fees for excess luggage
* All went well until I arrived to Abu Dhabi, UAE where my layover was almost 15 hours (14:55). I went to the Etihad transit counter to enquire about rest services as the flight was already long and so aws the layover. I was shocked when I was informed that my luggage was checked in only to Abu Dhabi, UAE and that I was responsible for collecting it and re-checking in it for my final sector. I was expecting a voucher for a hotel room and meals from Etihad to a passenger with an itinerary of close to 40 hrs.
* Since I am a US Citizen I was allowed to enter the UAE without priorly secured visa.
* I collected my luggage and when I went to the Etihad counter, I was told that they would not accept check in until only 4 hours before scheduled take off time (12 hours from then)
* That meant I could not get any rest becuase all of my luggage was with me. Very rude treatment of an Etihad passenger who had started his journey with you almost two full days before then.
* 4 hours before scheduled departure time I went to check in my luggage and I was shocked again when I was informed that I had to pay $450 for excess luggage.I tried to explain that fact that I already paid for excess luggage (I presented my payment receipt) and that this was not my fault and I did not have to pay for the mistake of your staff in Boston. Unfortunately your Abu Dhabi staff rudely told to me to pay if I wanted to proceed with my flight, and that was a clear threat and taking advantage of a passenger who was in a foreign country with no affiliation to that place.
* Your counter staff directed me to speak with a supervisor. Unfortunately, the rudeness continued and the suprevisor again threatened to refuse to accept my luggage without payment of $450. This was a highly unexpected behavior from a supervisor who was supposed to have been trained to understand the process of cheching in through different stations.
– The supervisor agreed that this was a clear mistake by JetBlue check in staff and that he refused to accept reponsibilities for that mistake and he shifted that responsibility to me the passenger.
– Please remember I did not buy my ticket from JetBlue. I bought my ticket from Etihad Airline. How could I be reponsible for the mistake of an entity that I never contracted with. My contract was with Etihad Airline.
* Please check my complaint and refund my funds as this is the least I expect from a luxury airliner like Etihad.

Sincerely yours,

Mustafa Garafi Mahmoud
[email protected]
+1 (207) 402-2280