[mtaparia]

This is to bring to you notice the recent experience with Etihad and its partners during my travel to Dusseldorf last week.

I was scheduled to fly from Mumbai to Dusseldorf via Abu Dhabi on 15th November (Sunday). Attached are the ticket details.

The following transpired during the whole journey:
• I tried to webcheck in for the flights, but I was neither able to do it on Etihad nor Jet Airways and it keep giving errors.
• I arrived at the airport about 2:30 hrs prior to the flight and had to wait about 1:30 hours in queue for checking in. The counter was understaffed and people were operating quite slowly. All the passengers were quite frustrated.
• While checking in, I received my boarding pass for the onward flight, but seat number was no allocated. I had requested for an Aisle seat, but was informed that the seat number would be given to me at Abu Dhabi.
• On arriving into Abu Dhabi, I was informed that there was overbooking of the onward flight and I could not be accommodated. This was shocking to me and I informed them that I need to get to Dusseldorf since I need to set up my booth (I was travelling for Medica exhibition which attracts around 140,000 visitors). The person at counter informed that there is nothing that is possible and the other option was to travel via Rome to Dusseldorf and I would reach around 4:40 pm against 1 pm that was originally scheduled. I had checked in 2 bags and I was concerned that the bags should travel with me since it contained all the samples, catalogs and display material that was to be put up in the stand. I was assured that the baggage would travel with me. Considering that I had no other option, I accepted this change.
• While at the gate, I reconfirmed with the person that the baggage was travelling with me. I was informed that the baggage had been loaded. I checked again in Rome and I was given the same answer. THIS WAS A BLATANT LIE!!!
• I had booked a special vegetarian meal and that was obviously missing. Thankfully, the airhostess was able to arrange some optional things to eat.
• The flight from Rome to Dusseldorf got delayed by about half an hour. I was really pressed for time since the booth construction company was to meet me in the exhibition grounds for handing over. I was scheduled to have a dinner business meeting on Sunday which was also under threat.
• On arrival, I realised that the baggage had not been loaded and both the bags were missing. This was shocking to me that despite my repeatedly confirming, the bags were not on. The ground handling team informed me that the bags may come on the flight which was to arrive next morning. All my clothes, winter jacket, toiletries were inside the bag. I was further concerned about the other bag which contained all my display materials for the stand. Attached is the Bag missing report.
• Being a Sunday, I was informed that the only shops open would be the ones in the airport for buying clothes. I hurriedly picked up whatever best I could get. Attached are the receipts of the same.
• The stand construction company refused to wait for me and the booth could not be setup on Sunday.
• The lady at the desk informed me that it would be best that I come personally to pick up the luggage since delivery could take time in the subsequent day and there was no surety
• I checked online the next morning to see if the luggage had arrived and it did not display the status. The telephone number provided also could not provide an answer and he informed that it would be best to go to the airport and check.
• I went to the airport and was finally able to get the luggage.
• I have written about this complete experience to Air Berlin too via and email dated 16th Nov 2015 but there has been no response till date.
• In the whole process, the following has been the loss for me:
o Expenses of Euro 405.94 for a set of clothes, toiletries and taxi
o Expenses of telephone calls for stand constructor etc.
o Loss of business since my booth setup got delayed by more than 1 hour the following morning. This is a huge loss since I could not have my scheduled meetings in the booth.
o Not getting my selected meal in the flight
o The pain of having to change flights and arriving late in dusseldorf. ( I wonder how I could be bumped especially considering that I had paid for a higher class economy ticket)

All in all, it was a harrowing experience with a lot of trauma and loss for me. This is not at all expected out of a premium airlines such as Etihad.