[stuartg]

Which is appropriate because I have hated every moment of dealing with them.

I hated spending over an hour queuing at check in and I hated it when I was denied boarding on Etihad flight from London to Hong Kong on 13 February 2014. I hated the reason being Etihad ground staff claimed I did not have printed evidence of onward travel when in fact I did.

I had booked a trip to Niseko, Japan for a week’s snowboarding through a HK travel agency departing on 16 February. I had an itinerary which I showed to Etihad’s Duty Manager at Heathrow and pointed out I was traveling with two snowboards. This was not accepted as evidence. I then had a stamped receipt from the travel agency forwarded, along with the number of my flight from Hong Kong to Tokyo. The Duty Manager also refused these further documents as ‘not evidence’ and the flight departed without me.

Duty Manager’s manner from the outset was unhelpful and extraordinarily callous. I explained I was carrying a snowboard for a friend who was traveling to HK on a direct flight later that day. I was carrying her snowboard was because she had recently been diagnosed with an incurable degenerative neurological disorder and one last snowboarding trip to Japan was on her bucket list. The Duty Manager told me that maybe I could get on a flight the following week. When I asked with whom I could lodge a complaint he told me I could only complain to him. At one point during our discussion I had to request that he stop enjoying himself so much.

I was obliged to buy another flight, on a more sympathetic airline, leaving that evening at a cost of £500.52 and spend 16 hours waiting in the check in area of Heathrow. Since then I have fruitlessly attempted to get a satisfactory resolution from Etihad’s Guest Affairs. They have relied entirely on reports from the Duty Manager at Heathrow that change from one email to the next. In his first report he claims I did not know the date or destination of my onward travel. In the next, after I sent documents to Etihad proving otherwise, he claims I did not have the flight number. In the one after that, when evidence of a flight number was shown to have been provided, Etihad claim only a booking reference or flight ticket is acceptable as evidence. Then they apologise for my inconvenience and hope to welcome me aboard Etihad flights in future.

Neither the FCO nor Hong Kong immigration state that a booking reference or flight ticket for a future trip is required, only that visitors comply with regulations. Similarly Etihad’s Conditions of Carriage state:
"You are responsible for obtaining and holding all required travel documents and visas and for complying with all applicable laws, regulations, orders, demands and travel requirements of all countries to be flown from, into or through which you transit.

HK immigration inform me “each case is determined on its individual merits.” I suspect a stamped receipt from a travel agent; a detailed itinerary with a large ‘VISIT JAPAN’ logo at the top and the number of a flight departing 2 days later would have sufficient merit.

Etihad claim to offer “the best of Arabian hospitality - cultured, considerate, warm and generous.” They appear to do this by ruining your holiday and offering simpering apologies and platitudes. Only when I sent an email to senior managers was the incident taken seriously. Since then I have been offered a “goodwill gesture” of a refund on the unused leg of my flight and an apology for the inconvenience.

So, based on the fact:
• I had to wait over an hour to check in,
• That an itinerary, a flight number and travel agent’s receipt was not acceptable as proof of onward travel
• That the FCO, HK immigration or Etihad’s conditions of carriage do not mention needing to present tickets for the next flight you will be taking
• That Etihad Duty Manager failed to use any common sense, humanity or basic customer service
• That Etihad Guest Affairs contradicted themselves in two consecutive letters and in the third refused to accept responsibility
• That I had paid £500 for a flight I’d already paid for
• That I spent 16 hours in Heathrow

Should I accept Etihad’s “goodwill gesture” to refund the ticket that I didn’t use? Wait for the CAA to begin its investigation? Perhaps the flight was oversold and Etihad were attempting to bump passengers without accepting liability. That would explain why check-in was so slow. Present the case to consumer champions at the national newspapers? Maybe they can publicise exactly what kind of company Etihad are.

In the meantime I just want to spread the word and hope you don’t have the same deeply unpleasant experience with this deeply unpleasant airline.

[Der Richter]

Originally Posted by stuartg

Should I accept Etihad’s “goodwill gesture” to refund the ticket that I didn’t use?

No, you should refuse the refund ... you have to teach this airline not to mess with you and only a really futile and stupid gesture will get that message across.

[olof]

it started when we knew we had to change our tickets, and found out the cost was more than the cost of the ticket. WOW!!!!. Then, of course, charges for checked or carry on baggage, and finding out that even water would be $3. BUT THE REAL PROBLEM WAS AS WE ALL WENT TO BOARD AND STARTED DOWN THE LAST 50 feet (after security and after clearing our boarding pass) there was a table where employees went through our carry ons looking through everything, but concentrating on liquids AND THROWING AWAY MOST EVERYTHING EVEN THOUGH THEY WERE IN A QUART BAG AND UNDER THE 3 OZ LIMIT. I WAS ALLOWED TO KEEP A COUPLE OF LIQUID MEDICINES AFTER PLEADING, BUT WE WERE ALL TREATED WITH DISRESPECT AND HUMILIATING WORDS AND ACTIONS. THERE WAS ALSO A LACK OF CONSISTENCYBETWEEN THE SPIRIT EMPLOYEES. THIS WAS FLYING OUT OF SAN JOSE, COSTA RICA. BOTTOM LINE, NEVER, EVER FLY SPIRIT.

[PCEARTH]

I truly sympathise with you on this one. They have cost us as much as 8000 USD.
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 2nd
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.

This is the conversation via facebook message to their page

To Etihad
May 2nd

Our friend advised us that we could get a good priced ticket from Sao Paulo to Tokyo. So we booked Etihad and because they have no flight from where we live we booked a flight to Sao Paolo separately. Now I have just found out from Etihad that in order to connect to our plane we have to leave the international transfer area, and go through immigration to get our boarding pass. We cannot get the boarding pass as we don't have a visa to enter Brazil. Why is there not a warning about this for people who want to fly Etihad, but have to enter Brazil to do so. Why cannot Etihad meet us at our plane with a baggage pass. We are set to fly on the sixth and have allsorts of things planned. Now we have to SCRAP ETIHAD TICKETS and loose thousands of dollars. A simple warning and bit of help would be nice.
Like · · 2 May at 18:47

Conversation started Friday
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.
Saturday
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.
Paul Coleman
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
Sunday
Etihad Airways
04/05/2014 17:33
Etihad Airways
Hey Paul,
As per our team, you should arrive at the same Terminal as we use at Sao Paulo airport, so this should make your transfer easier. We unfortunately cannot guarantee you that a staff will be there to welcome you upon arrival as our staff will be at the check-in counter.
That said you can be sure that Sao Paulo airport staff will assist you.
Thank you and regards! *GC
Today
Paul Coleman
01:33
Paul Coleman
Hello. Thank you for your assistance.
I am Konomi Kikuchi, Paul's wife. I am flying with him tomorrow.
Today, we successfully checked-in online. However, due to a slow connection of internet over here, we've been having great difficulty of printing them as PDF or send them by email. I've been trying for last three hours printing them or email them, but no luck, so I need your help.
Would it be possible for you to send our boarding pass to Paul's email address ? It is now 2:30am in Uruguay and we need to leave the hotel at 11am. It would be greatly appreciated if you can.
e-mail address is: earthwalkeruk@yahoo.co.uk
Thank you for your assistance.
Etihad Airways
01:42
Etihad Airways
Hey Konomi,
This has been done for you *KJ
Today
Paul Coleman
07:06
Paul Coleman
I am sorry, but we have not received it yet at earthwalkeruk`@yahoo.co.uk. Can you attach it to a facebook message. We can always see these?.
Etihad Airways
07:10
Etihad Airways
Unfortunately we cannot Paul. As long as you have note of your 6 letter booking reference this is fine to proceed to the check-in desk at the airport.
Thank you. *KJ
Paul Coleman
07:35
Paul Coleman
That's OK. We've got it! Thank you.
Today
Paul Coleman
12:03
Paul Coleman
It appears your information regarding Sao Paulo is incorrect. We are now stuck in Montevideo airport after being refused access to our flight because of an agreement signed between the airlines and therefore we would have go through immigration control and so we will not even be allowed onto their plane.
Paul Coleman
12:04
Paul Coleman
So now we have to try and fly from Buenos Aires and hope that we can get to Tokyo in time for our major speaking enegagment on the 10th of May. Already we will have to cancel our meeting with the Mayor of Agio City and who knows what will happen with the meeting with media and the Governor of Saitama.
Paul Coleman
12:06
Paul Coleman
We bought the tickets onward to Sao Paulo because we trusted in your assistance.
This is a right mess.