On 8/26/2018, Etihad staff at Chengdu Shuangliu Airport refused to give me boarding pass because she said there was an issue about my passport photo. She said she had to contact US immigration officer to decide whether I can enter the US. However, when I asked her for the proof that how she contacted with US immigration department, she refused again and finally I missed the flight without any solutions. As a result, I bought the ticket from another carrier, and there was no any issue. Until now, there is no any feedback from Etihad. Below are my questions:
Does Etihad has rights to refuse me to board without any legal statement?
Does Etihad staff have rights to contact US immigration department?
When and How will Etihad solve this problem?
Product or Service Mentioned: Etihad Airways Customer Care.
Reason of review: Poor customer service.
Monetary Loss: $2400.
Preferred solution: Full refund.