I am totally disappointed of how Etihad Management's handled my complaint. The response below is totally insulting to say the least.
I have never encountered a response with a sincere apology for the inconvenience I have experienced while travelling with Etihad Airways and then said that on behalf of Etihad Airways management, we want to serve your better at all times. Then informing me that my claim for damage baggage was declined by Abu Dhabi Baggage Services due to the report was made 7 days after upon arrival. I have discussed in detail and mentioned in my mails how I discovered the damage which made it purely impossible for me to report it within seven days. I fully understand the "7 days policy" however at the same time I was counting on Etihad Management's appreciation and merit of my case.
Moreover, this policy was not made known or explicitly made known to customers like me. I believe that despite the policy my claim is just. I have clearly mentioned that: • the extent of the damage though major could not be readily observed as it was hidden at the bottom of one of the wheels and that only upon careful observation you would see how bad is the extent of the damage; • as I was preparing my luggage the night before my flight, I was primarily inconvenienced after discovering the damage late and I had to frantically looked for a replacement luggage bag; • the replacement luggage bag I used given the short time I had is so difficult to use; Given my justifications for not reporting it within 7 days, a fair and simple judgment would dictate that an organization with good social management and service to its client would compensate the aggrieved customer. Frankly, I did not expect that this is the kind of response I would get.
After going through the ordeals, I believe Etihad Management should take a second look into the merit of my case instead of just dismissing my case due to a mere technicality. It should also be noted that my luggage bag was severely damaged due to a clear mishandling during the flight. I have not used after the flight. I have trusted that Etihad Management would see clearly the merit of my case and would resolve it.
I was very wrong. It's not about money.
I'm looking into other legal recourse and going to appropriate authority. I have just started to raise appeal my concerns.
Product or Service Mentioned: Etihad Airways Baggage Policy.
Reason of review: Poor customer service.
Preferred solution: Let the company propose a solution.
I didn't like: Mishandling of luggage.