Etihad Airways Reviews & Complaints

Reported By: Clare O’Flynn

Contact information:
Etihad Airways
Ireland

I flew from Chengdu to Abu Dhabi on flight EY 811 on 21June. I sat in business class seat 7K and I left a laptop power cable, an iphone charger and a converter plug in the seat pocket where you store the headphones.

I had a connecting flight to Dublin and I realised I had left them behind me when I got to the lounge in Abu Dhabi airport so the concierge checked with the cleaning staff and the items had already been moved so she assumed that the crew had taken them and handed them to lost property.

I emailed your baggage services on 27 June who confirmed they had the items . I asked for them to be delivered to Dublin Airport and received an email to say that I would be advised when they would be available for collection and that they would only be held for a maximum of 90 days.

I heard nothing further and sent a follow up mail last week to ask if the items were in Dublin and if so where could I collect them as I was going through the airport last Friday 13 July.

The following is the reply I received from your baggage team:

Dear Clare,

Unfortunately as the items have been with us more than 15 days and upon checking for this item physically it seems to have been regrettably handed over for disposal as our procedure is to send items for disposal after 15 days.

Regards,

Fletcher Smith
Guest Service Agent – AUH Baggage Services

ETIHAD AIRPORT SERVICES – GROUND
Abu Dhabi International Airport
P.O. Box: 35566, Abu Dhabi, United Arab Emirates

Phone: +971 02 5998485

This is clearly completely unacceptable and completely at odds with the previous email. I am really shocked by this response from an airline that prides itself on customer service !!

These items will need to be replaced and I am not happy that I should have to incur this cost because your returns process does not appear to work.

I travelled business class with you from Dublin to Chengdu via Abu Dhabi and thoroughly enjoyed the experience and have indeed shared that with my work colleagues who have now adjusted their commute to Chengdu to your airline. I will be travelling there at least once a month from September and had planned to travel with yourselves but I now may need to reconsider this.

I sent a reply to your baggage service expressing my displeasure with the response last Wednesday 11 July and have yet to receive a reply.

I would appreciate if you could revert to me and advise how you would like to deal with this matter..

Regards,

Clare O’Flynn