Traveling can be an exciting experience, but flight delays and poor customer service can quickly turn a dream trip into a nightmare. This was the unfortunate reality for one passenger flying with Etihad Airways, who experienced a series of cascading delays that severely impacted their journey and highlighted significant shortcomings in Etihad Customer Care. This account details a frustrating travel experience, raising serious questions about the airline’s handling of disruptions and passenger well-being.
The journey was planned to be a smooth trip from London Heathrow (LHR) to Kolkata (CCU) via Abu Dhabi (AUH). However, what unfolded was a series of delays and miscommunications that left the passenger stranded, exhausted, and deeply disappointed with the level of service received from Etihad.
Heathrow Departure Delay and Missed Connection
The initial leg of the journey, flight EY-62 from London Heathrow to Abu Dhabi, faced a delay. While seemingly minor at first, this delay had a domino effect, causing the passenger to miss their crucial connecting flight, EY-220, from Abu Dhabi to Kolkata. This disruption immediately threw the entire travel plan into disarray. The passenger emphasizes that they specifically chose Etihad for their reputation of excellent customer service, recalling a positive experience with the same route in the previous year. Opting for Etihad over potentially cheaper alternatives like Air India was a conscious decision based on perceived quality and service.
Alt text: Etihad Airways aircraft parked at an airport gate, representing potential travel delays and customer service issues.
The impact of missing the connecting flight was compounded by the subsequent rebooking. Instead of being accommodated on another Etihad flight, the passenger was placed on an Air India flight. While Air India is a functional airline, the passenger notes their “notoriously reputed” customer service, suggesting a significant downgrade in the expected travel experience. This rebooking felt like a devaluation of the service they had initially paid for when choosing Etihad.
Abu Dhabi Transit Troubles and Further Delays
Upon landing in Abu Dhabi, the transit experience further exacerbated the frustration. A 30-minute wait in line for assistance was followed by another 15 minutes at the counter. The passenger recounts initial confusion regarding visa processing, only to be handed a boarding pass for a different flight after intervention from another staff member. This episode highlights a lack of coordination and communication within Etihad’s ground staff teams, leading to unnecessary delays and passenger confusion.
Adding to the woes, the Air India flight AI-2256 from Abu Dhabi to Bombay (BOM) also experienced a delay. This delay in Abu Dhabi further tightened the already strained transit time in Bombay for the final leg to Kolkata.
Alt text: A passenger waiting in an airport terminal, symbolizing the long delays and inconvenience experienced during air travel.
The Bombay Saga: Another Flight, Another Delay
The cascading delays culminated in missing the connecting flight from Bombay to Kolkata. This resulted in a six-hour layover at Bombay Airport. To add insult to injury, the replacement flight from Bombay to Kolkata was also delayed by 40 minutes. The passenger poignantly remarks on their unexpected discovery of personal endurance, highlighting the sheer length and tiring nature of the ordeal.
The Impact of Etihad’s Service Failure
The series of delays and missteps had a significant negative impact on the passenger’s travel experience. Instead of a straightforward two-flight journey, they ended up taking three flights, checking luggage twice, and enduring extensive layovers. The arrival in Kolkata was delayed by approximately 15 hours, from an expected 2:55 a.m. to 5:00 p.m., completely derailing their plans, which included surprising family.
The passenger details a list of grievances stemming from the Heathrow delay:
- Missed connecting flight to Kolkata from Abu Dhabi.
- Missed connecting flight to Kolkata from Bombay.
- مجبور به taking 3 flights instead of 2.
- Checked luggage twice instead of once.
- Connecting flight airline rebooked without consent.
- Significant lost time and delay in reaching home.
- Delays on all three flights taken.
- Six-hour layover at Bombay airport without food or lounge access.
- Over 24 hours of sleeplessness.
- Wasted paid holiday time.
- Significant mental and physical stress.
Alt text: A frustrated traveler sitting in an airport, conveying the stress and disappointment caused by flight delays and poor airline customer service.
The passenger also expresses disappointment at the lack of adequate compensation. Expecting at least an upgrade for the inconvenience, they received nothing but a meal coupon for the food court – a gesture deemed wholly insufficient to compensate for the extensive disruptions and diminished travel experience. The feeling of being transferred to a “lower-rated airline” and the lack of consideration for their pre-booked business class ticket further compounded their dissatisfaction with Etihad customer care.
Seeking Resolution: The Refund Request
In light of the significant delays and the considerable reduction in the quality of service received, the passenger is seeking a full refund for the ticket cost. The core argument rests on the premise that the initial delay at Heathrow triggered the entire chain of negative events, preventing them from arriving as planned and causing substantial distress. The failed surprise for their parents due to the delayed arrival adds a personal layer to their disappointment.
The passenger has been attempting to resolve the issue through Expedia, as directed by Etihad, but reports slow and unsatisfactory responses. They have provided all necessary documentation, including booking confirmations and flight details, and are awaiting a “speedy resolution.”
This experience serves as a stark reminder of how critical effective Etihad customer care is when travel plans are disrupted. While unforeseen delays can occur, the handling of these situations and the support provided to passengers are crucial indicators of an airline’s commitment to customer satisfaction. This passenger’s account raises serious concerns about Etihad’s ability to provide adequate customer care in the face of operational challenges, and highlights the significant impact poor service can have on the overall travel experience.
