[MCoetzee]

I have been utterly disappointed with Etihad Airways and see it as my responsibility to share my experience with the rest of the world. It is not their planes that are not comfortable or that the food is not tasty, it is because I am of the opinion that Etihad airline does not care at all for their passengers or their belongings.

I entrusted Etihad Airlines with my most valued souvenirs from my trip to the USA in July 2013 and most importantly the gifts I promised my children and parents when I checked in my luggage at JFK Airport. Upon arriving in Johannesburg only 2 of the 3 bags arrived. Full of hope we reported this to the ‘Lost luggage’ agents. That was 28 days ago. During this period I phoned Etihad almost on a daily basis and tried to communicate via email. A solitary email reply from Etihad - Johannesburg was the only communication from Etihad in 28 days regarding my request to search for my missing luggage. This merely stated that a search is underway and that noting has been found to date. For a company with an international profile, this service is extremely dreadful! I expected at least some attention and feedback from Etihad Airline. What a disappointment!

99% of the contact has been initiated by me regarding this incident by virtue of me continuously phoning and complaining about the lack of service and feedback. When I get upset because nothing is happening, the staff at Etihad - Johannesburg wanted to shove a claim form in my face to make me go away. I made it clear on more than one occasion that I do not want a claim form – I want my luggage back! Worst of all, I was informed until the email mentioned above, that Etihad - Abu Dhabi is not responding to emails or phone calls. If I get upset, the story is changed to – ‘we cannot find your bag, can we send you a claim form’. How is it possible that Etihad can confirm that the luggage cannot be found if there was no feedback from Abu Dhabi?? They want to give me a claim form and make me go away! This is the easy way out from them!

Another point that is beyond my understanding is that Etihad - New York could confirm that the luggage was scanned with a corresponding number of the container that took the bag to the plane but Etihad - Abu Dhabi could not confirm a thing. This tells me that the infrastructure and technology does exist to track a passenger’s luggage. Etihad - Abu Dhabi could care less if they find one of their passenger’s bags!

I have flown with Iberia Airline in 2006 that also misplaced one of my suitcases. Within 24 hours I have been informed of the whereabouts of my suitcase and it was delivered to my home 5 days later. That was 7 years ago. That is the kind of service that one expects of an international airline.

The situation I find myself in at the moment is that it seems as I have no option but to share my awful experience with the rest of the world via every available platform in the social media. The business philosophy of Etihad’s CEO (James Hogan) states: “Never give up!”. That is what I intend doing – I will not give up until this matter comes to a satisfactory conclusion!

[stonecold_1981]

Dont have much of a perspective on Etihad so cant add much. However, from personal experience, I would recommend you to fill-in the claims form. It accomplishes two things:
1. Provides additional descriptions that could enable Etihad to locate your bag
2. More importantly, it serves a record of sorts. In other words, if the worst case scenario does occur and you dont get your bag back, at least you are compensated appropriately.

If I were you, I would file the form ASAP and then keep chasing Etihad to get the bags