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Update by user Sep 10, 2016

We are completely disappointed and i have the rights to ask for reimbursed for everything which i had to buy from clothes to go for work, and university, baby stuff, food , sweets and gifts which definitely spoiled, moreover time wasted for more than 48hrs and calls to follow up with this and that. Respectfully I request you to indemnification for all of this which will never compensate this bad experience that will not be forgotten.

Original review posted by user Sep 09, 2016

We are completely shocked we never expect such poor treatment from such 5 star Airline company .we have been here in UAE since 1998 and we travel regularly but this is the first and The worst experience we went through. At the time we arrived AUH airport we were waiting there in the luggage hall for more than 50 Mins and guess what !! They simply said your luggage not on board,We'll inform you once we receive .I know it might happened but the experience to recover the baggage was really bad.

It started with a file ref and since that time (7 Sept 3:30 PM), I am following up with Etihad and them customer care center and unfortunately those people have nothing related to SLA and customer experience i called three times asking for support and i want to file a complaint they just keep forwarding the call to nowhere !! Waiting for someone to pick up more than 20 mins, but finally call forwarded to the logistic partners who said yes we tried to call you in the evening the same day which never happened,ohh sorry no sir we tried to reach you in the next morning he said that ,what a mess !!. He told me that i have to call the driver and to arrange with him,i called that mobile and that was the woe, he said you come and collect your baggage am not responsible to deliver to your home.It seemed like a burden for all the staff starting from customer care center to the logistic partners. Till this time 1:00 PM 9 Sept i am suffering just 1 hour back the driver called where are you i am coming with your baggage but if you are not responding i will send to AUH airport again.

We are completely disappointed and i have the rights to ask for reimbursed for everything which i had to buy from clothes to go for work, and university, baby stuff, food , sweets and gifts which definitely spoiled, moreover time wasted for more than 48hrs and calls to follow up with this and that. Respectfully I request you to indemnification for all of this which will never compensate this bad experience that will not be forgotten.

This reviewer shared experience about poor customer service and wants this business to offer any options to resolve the issue as the author lost $2500. The author is overall dissatisfied with Etihad Airways and uploaded a picture. Reviewer wants customer support to reach out to him or her ASAP for further discussion of this matter.

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EtihadHelp
#1210342
Etihad Airways Verified Representative

Dear Guest,

Thanks for taking the time to contact us and highlighting this experience to us, we would firstly like to apologise for the service provided and encourage you to share this feedback to our team socialmedia@etihad.ae

May we ask, have you now received the luggage? If not please send us your PIR reference number and we will contact our team for you *Gill

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