Etihad Airways – long delay

Etihad Airways Reviews & Complaints

Reported By: Anna Bakhmoutski

Contact information:
Etihad Airways
Oakleigh South, Australia

Two passengers, Anna Bakhmoutski and Leonid Gaisinovitch, booking number OYNIFK, were delayed by 24 hours on our flights EY30 from Dusseldorf to Abu Dhabi and the connecting flight EY462 from Abu Dhabi to Melbourne, without any previous notice.

Flight EY30 from Dusseldorf to Abu Dhabi on 27th of July 2018 was scheduled to depart at 21:05, but was cancelled after the boarding when the passengers were onboard for approximately 2.5 hours, at approximately 10:30pm.

At the time of flight cancellation and in the following 3 hours, no alternative departure time were given. Passengers were requested to collect their luggage which did not arrive until approximately 1:30am.

New flight departure time of 13:15pm on 28th of July 2018 was advised by sms to my mobile +61408380157, at 1:38am, by EtihadAir. New flight time was 16 hours later than the original scheduled departure time of 21:05 on 27th of July.

3 hours later I received another sms from EtihadAir advising that our flight EY462, originally scheduled to depart from Abu Dhabi at 9:55 am on 28th of July to Melbourne, has been changed to 9:55am on 29th of July, to arrive in Melbourne at 5:15 on Monday 30th of July which is 24 hours later than the original flight we were booked for, that was scheduled to arrive at 5:15 on Sunday 29th of July.

As a result, both my husband and I had to notify work urgently that we will need to take leave on Monday 30th of July, on a very short notice. Our travel from Dusseldorf to Melbourne took approximately 48 hours instead of 24 hours as per original schedule.

During the check-in for our re-scheduled flights, we have received apology letter from Etihad Airways dated 27th of July 2018, regarding the Flight EY030. In the letter, it has been advised that the flight was delayed “due to Airport Limitation”, with the statement that “all airlines operating to and from DUS airport are experiencing flight disruption.”

We were advised by the Etihad Airways team member to lodge a complaint that is likely to result in the compensation of up to 600 Euro per passenger.

Desirable resolution of this complaint would be to receive a refund of 1, 200 Euro for the two passengers who suffered 24 hour flights delay, stress of uncertainty for us and our families in Melbourne and Dusseldorf, extreme tiredness after the 48 hours travel and impact to our work commitments.

If you need more details, could you contact me on my email address [email protected] or sms to my mobile +61404 380 157.

I will appreciate your response as soon as possible, at the latest by Friday 3rd of August.

Thank you very much for reviewing this complaint.

Waiting to hear back as soon as possible. Copies of boarding passes prior to EY30 flight cancellation and after re-scheduling of our two flights, and the apology letter from Etihad Airways, are available and can be provided if required.

I am surprised that no complaint number has been allocated so I cannot refer to my complaint if I contact Etihad Airways later. Are complaints logged in the Etihad Airways system and registered? are numbers allocated to each complaint? would appreciate response via email. Thank you.

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