[PCEARTH]

We were supposed to be flying from Sao Paulo, Brazil, to Tokyo, Japan on Etihad airlines on May 6th. We bought the tickets and then we were going to buy tickets from Montevideo into Sao Paulo to connect to the flight to Japan.
Just before I did this, I heard a rumour that in order to collect our bags in Sao Paulo we would have to leave the international transit lounge to pick up our bags, which meant we would have to go through Brazilian immigration. My wife and I had no visa to enter Brazil, so thought we had better check on this before buying tickets into Sao Paulo.
I contacted Etihad and asked them if this was true. They said they would check on it and spent a long time doing so before coming back and telling us that it was no problem, we would not have leave the terminal and to ensure smooth passage they would give us a boarding pass and we could use that to get the airline flying us from Montevideo to Sao Paulo to transfer our bags to their flight. With this assurance we then bought two tickets on GOL airways to Sao Paulo. Whe we arrived at the airport the check in people refused us entry and their security advisor when explaining why said simply 'We cannot trust passengers not to enter the country (Brazil)' and he went on to explain that they may have to pay a fine if we were found to have done so.
In consequence we missed our flight, had to cancel a speaking engagement to 1000 people and had to pay costs far above the loss of the five thousand dollars worth of tickets. Etihad have denied responsibility and have offered nothing back. GOL have done the same. Both are hiding behind their policies, which is vague to say the least, and seems not be backed up by Brazilian law. One would think that when flying into a county that there would be one law for all airlines.

As the conversation I had with them, via facebook messenger proves, Etihad did misinform us of the situation and are now saying that we should know that all airline companies have different policies, which is not something they told us at all.. otherwise we would have made alternative arrangements, which is very clear in the message.

I still have found nothing to say that even with a boarding pass to an onward location that you will not be allowed to board a plane to Brazil. This seems not only wrong, but corrupt. Can anyone help us clarify this god awful mess?

This is a portion of our conversation with Etihad going back to May 3rd.
This conversation makes it plain to see that on May 3rd we were willing to make alternative arrangements if for some reason we could not pass through Brazil. This would be at our expense, but we did not want to let people down. Etihads response convinced us everything would be OK. We would never have taken a plane to Sao Paulo had we known what would happen.

03/05/2014 08:40
Paul Coleman
To be honest if we did not have speaking engagements, meetings with Mayors and Governors, I would cancel our trip altogether to Japan, But we have so many people to disappoint.
If we can not fly through Sao Paolo will ETIHAD refund our money?
Please let us know one way or another in the next few hours...
this is so we can make alternative arrangements.
Etihad Airways
03/05/2014 08:53
Etihad Airways
Hi Paul,
We are still waiting for more info from our team. Kindly bear with us and please be assured we will update you ASAP!
Thank you. *KJ
Paul Coleman
03/05/2014 09:03
Paul Coleman
OK Thank you
Saturday
Etihad Airways
03/05/2014 15:42
Etihad Airways
Hey Paul,
We have heard back from our team at Sao Paulo.
They have advised us that you should ask the agent at the time of check-in for your first flight, to tag your bag all the way until your final destination. They will ask you,a confirmed onward ticket. If they can't do it, please make sure to get in touch with our representatives at Sao Paulo airport as soon as you land. They will be able to request your bag to be transferred and will also provide you with your boarding pass.
In order for them to assist you further, please provide us with your first flight details, you will be coming from where, which airline?

Thank you.*GC
Paul Coleman
03/05/2014 18:25
Paul Coleman
Wonderful to hear Thank you very much indeed. I will send arrival details shortly.
Etihad Airways
03/05/2014 18:28
Etihad Airways
You are most welcome Paul. We will be waiting to hear from you.
Regards! *GC
Sunday
Paul Coleman
04/05/2014 09:46
Paul Coleman
Here are the flight details for our arrival into Sao Paulo...
Arriving date and time : May 6th at 16:25
Carrier: GOL
Flight number: G37631
If someone could meet us at the arrival gate that would be fantastic. Thanks for your assistance, I am sure our friends are going to be very happy to know how well we have been treated.
Etihad Airways
04/05/2014 09:59
Etihad Airways
Thanks Paul, we have forwarded the details to our team. We will let you if they require more information. *ES

[PCEARTH]

I neglected to put i the first part of the conversation with Etihad.
here it is..

Conversation started 2 May
Paul Coleman
02/05/2014 18:03
Paul Coleman
Thanks AS. These are our flight details. I will appreciate any help you can give.
Airline Confirmation: VILFYK
Leave from GRU May 6th for Tokyo via Abu Dhabi
Ticket numbers:
Paul Coleman 6077361804588
Konomi Kikuchi 6077361804589
Etihad Airways
02/05/2014 18:17
Etihad Airways
Hi Paul, Unfortunately, our staff won't be able to provide you with your boarding passes unless you are going through the counter. You may check-in online using Etihad Airways website 24 hours prior to your flight departure time. Thank you.*AS
Paul Coleman
02/05/2014 18:19
Paul Coleman
Does this mean that we will not need to pass through immigration to get the boarding pass?
Does this mean we won't need a boarding pass? if so that is great.
Etihad Airways
02/05/2014 18:34
Etihad Airways
Hi Paul, Let us clarify this with our Team at Sao Paulo international airport and get back to you shortly. Thanks*AS
Paul Coleman
02/05/2014 18:38
Paul Coleman
OK, Thanks.
3 May
Paul Coleman
03/05/2014 08:36
Paul Coleman
Hello AS: Please can you let us know the response soon, we have to know what is happening. Our flight is soon and we have a meeting with the Governor of Saiatma shortly after we arrive in Tokyo, plus a speaking engagement to 1000 people. We are stuck in Montevideo and do not know which way to fly.