[prathiba]

I had a poor experience traveling via Etihad recently.
1. 15 Mar 2015: In Chennai, our family's seating was separated. My husband's ticket & our tickets were linked together and we'd been originally assigned seats together. Thankfully, the check-in staff was able to sort it out.
2. 16 Mar 2015: Abu Dhabi. Our flight was delayed. We rushed with two small kids to the flight gate to catch our SFO flight. We were not allowed to enter at 1:45, saying that the original flight was at 2:30 & we needed to be there at 1:30. However, the connecting flight was delayed per the notice boards by 1 hour & was now scheduled to depart at 3:30. But the gate agent insisted that the US immigration & customs had closed and we can't go in, though we were 1 hr 45 minutes at the gate before the scheduled departure. We went back to the transfer area & US customs were blamed for this. I requested a letter from Etihad in writing stating the US customs issue. They gave me a delay letter stating operational reasons & said that this is the only info that they can give in writing. And they didn't state the US customs as the delay in writing. Did Etihad overbook the flight & just blame US customs to bump us off without any compensation? I had to end up losing a working day owing to the delay.
3. We were given a transfer flight to LA. Again, our seats were separated. Thankfully, within the flight, the stewards were able to seat us together. They requested us to inform Etihad that they normally don't do this and they did this as a favor to us. Thanks to them.
4. Upon arrival at SFO, most of our baggage hadn't arrived. We had to wait to fill out the baggage details. The next day, our missing baggage was delivered. However, one baggage was damaged (a latch broken, rendering it unusable). I received no compensation for the baggage.
5. When I was going from SFO to MAA, I checked in my stroller at the gate. At MAA, I didn't get the stroller at the gate. I was traveling with two kids, and I had to carry the sleeping kids and take care of the travel documents. It was extremely difficult. Why can't Etihad give me the stroller at the gate like the other airlines?

I hope Etihad can compensate us in some manner.

Regards
Prathiba Natarajan (XOLGCO)
Akshara Swaminathan
Adhyaksh Swaminathan
Swaminathan Saikumar (RPZTAP)

[Etihad Representative]

Hi, we are really sorry to hear that you had a negative experience, please send your complaint (including the Booking Reference) to **********************, if you haven't done so yet. We will certainly look into it. Thanks. *AB