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I was on a flight from Chicago to Abu Dhabi on 6/11/2018 flying business class with the intention to fly to Russia for the World Cup on 6/13. Upon arrival in Abu Dhabi on 6/12 my bag never arrived, I immediately went to baggage claim and was told my bag was left in Chicago and would be on the next flight on the following day.

After explaining to the entire Etihad team that my flight to Russia on the 6/13 was prior to the arrival of the next flight coming from Chicago and that I had no clothes at all and all of my World Cup things for a 40,000$ trip was in my bag including, jerseys, flags and everything were in that bag. My flight was moved to the following day of 6/14 with the intent that my bag would arrive on 6/13. I was assured by multiple members of your team that my bag would be on the next flight, I went to my hotel on the night of the 12th and received multiple texts and an email saying my bag would arrive on the 13th. (Example Below and attached)

On the 13th of June I took a taxi back to the airport to grab my bag from the flight that I WAS ASSURED and CONFIRMED multiple times it would be on.

Once I arrived to the airport, I was told that the bag was never put on the flight. At this point I became infuriated by the incompetence of the team as not a single member of the ETIHAD group was able to be helpful. I stood there wearing the exact same clothes as the day before being told that the team would ensure that it would be on the next flight from Chicago arrive at 13:00 on 6/14 even though my flight was leaving at 08:00 to Moscow. At this point I have spent my own money on another day in a hotel, I have to buy new clothes, my WC trip is being ruined because of this terrible experience.

A Etihad manager then came to me and told me that they would put my bag on the next day flight (6/15) to Moscow. I speak with multiple people and they assures me that this will be the case. I was landing in Moscow on the 14th but leaving on the 15th to follow my World Cup team to another city. My flight was leaving from a different airport then (DME) so I was ASSURED AGAIN by your team that my bag would arrive in Moscow on the morning of the 15th.

I called my airline and changed my flight from SVO to DME so that I could get my bag before the first game. These tickets cost me 977.81$ because of the ETIHAD team. After hours of spending my day at the airport I then went back to my hotel on the June 13th and bought clothes for the next couple of days which cost me 164.21$ and another night in my hotel of $234.16. I woke up on the morning of June 14th to leave for my flight to Moscow and upon leaving the hotel I just happened to see a bag in the corner of the lobby.

This was MY FREAKIN BAG!!!!!! This told me 2 things immediately, 1. That my bag had arrived on the 13th from Chicago and the team was so incompetent that they didnโ€™t know it was there, so everything I had paid for and went through was because no person had the diligence to literally just look in the damn plane to see if it was there. 2.

On top of all of that nobody had the courtesy to make sure the bag got to me. Instead it was just my dumb luck that I happen to see the bag in the corner of the lobby. Once I arrived at the airport, multiple managers and supervisors were brought to me and understand why I was furious as I had wasted so much money and time with this airline on top of the fact that I had spent thousands of dollars on business class flights from your airlines.

My expectations are simple as this was by FAR THE WORST EXPERIENCE OF MY LIFE on any airline combined with the fact you guys ruined a ONCE IN A LIFETIME TRIP FOR ME! I was told an investigation was opened and filed with your team so please cross reference with them for any other details.

Reason of review: Poor customer service.

Monetary Loss: $3500.

Preferred solution: Costs for Hotel, Clothes, Flight Change , Taxi and 4 First Class Tickets.

Etihad Airways Cons: Services and treatment towards customers or its passinger, Lack of feedback and communication, Not organized.

Location: New Airport Road, Khalifa City A - Abu Dhabi - United Arab Emirates

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EtihadHelp

Hello, we are sorry to hear about the issue with your bag. Please send us the case number of your correspondence in a Private message on one of our social media channels (Facebook, Twitter, Instagram) so that we can follow up on your case.

Thank you. *Marc

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reply icon Replying to comment of EtihadHelp

I have already done so over 30 times in the last 6 weeks!! What type of airline doesn't even have a phone number you can call???? I cant get my money back or a single person to respond!

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