[mchk]

Please see below my original complaint to etihad made on Feb21, 2013.

We had our flight delayed 24 hours due to mechanical issues from COK to AUH enroute to ORD. The flight from COK which was supposed to take off at 4:25AM was cancelled and we were send to a hotel (Marriot Courtyard Nedumbassery Kochi) at 10:30AM (After 6 hours). While at the hotel, our second room was provided only after an hour after constant follow up (There were 5 of us). We were not communicated when the next flight would be and when I called the travel desk of the hotel regarding this, I was asked to check out immediately and go down to the lobby so that they can accomodate new guests. We were kicked out of the hotel at 6:30pm and had to wait at the hotel lobby for 4 hours before they send us to the airport. They lied to us that the flight is at 11:30pm even though they clearly knew the flight was next day at 4:25AM. Travelling with aged parents and kids (a group of 5), this was one of the most horrible experiences I have gone through. Sleep deprived, we had to wait another 6 hours at the airport to catch the flight finally which was again more than an hour late. The flight was further delayed at AUH couple hours. During the flight, even though we had requested veg and were confirmed veg meals for my parents, they did not deliver it. It seems like when the airport staff re-scheduled the flight, all this information went off the air. We are a big family of more than 25 people travelling every year from USA to India.
I am requesting the following:
1. I know etihad pays for hotel stay, so need to better communicate with travellers when their outbound travel is and instruct the hotels not to kick the passengers out based on their convenience.
2. I am also requesting compensation for more than 24 hour delay during which we were not able to sleep for two nights and even though we were provided accomodation, most of the time was spend in hotel lobby and airport. Also due to the delay, I missed work and very important meetings which has additional financial bearings. I sincerely hope that you understand the pain we had to go through and hope this would help provide better service to customers in future. Thanks


First automated response from Etihad:
Thursday Feb, 21,2013
Thank you very much for taking the time to give us your feedback.
Your comments have been received by our Guest Affairs Department and we will get back to you as soon as possible.
Please make a note of this reference number: UGywqJ

Regards,
Etihad Airways Guest Affairs

Second response:
Our ref: 132286
Date February24, 2013

Dear Mr.Pillai,

Thank you for your e-mail.

The events outlined in your correspondence are under review and one of our Guest Affairs Officers will write to you once our review is complete.

This may involve a number of operational departments, and possibly third-party providers, and may take up to 18 days. Please be assured however, we will do all possible to reply within 18 days, and we thank you for your patience in the meantime.

In any future correspondence with us, please quote the above reference.

Thank you for taking the time to write to us.

Yours sincerely,


Guest Affairs Department

Third response:
Our ref: 132286

10 March 2013

Dear Mr Pillai,

Your correspondence is receiving our attention and we hope to be in a position to respond to your concerns shortly.

In the meantime, thank you for your continued patience.

Yours sincerely,

Guest Affairs Department


My email to the above message on March 27th:
Hi,
I am following up on my original correspondence dated March 21, 2013. Its now over a month and I havent received any further information. Please advise.

Thanks

I have not received any response to my email and it is close to 40 days since my flight. I forgot to list in my original correspondence to Etihad that I was charged by Marriot Courtyard Nedumbassery Kochi for calling an 800 number (Etihad customer service). Just listing this out for everyone to know this has happened and havent heard anything useful back from Etihad Guest affairs.