Complaint: Awful check in service

on 06 March 2021 about Etihad Airways in category Airlines

New complaint
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Complaint resolved
Complaint closed

My complaint:

Was flying to Abu Dhabi on 5 th Feb from Manchester This was essential travel
I was with my 2 sons
Flight EY22 On arrival at the check in the counter staff would not accept NHS Scotland home test result despite showing date of swab 2 nd Feb
When asked to see supervisor she indicated she was
This lady showed a disregard for us , no customer service and failed to provide any reason other than u need appointment number
We then had to pay 300£ for private covid tests
Then a hotel for 2 nights as they indicated the test would take 24 hrs but it actually took 8 hrs
So we paid 300£ for the 2 nights
Returned to the airport for 2 nd time on the 7 th Feb
Same flight
Same check in lady
Checked in my sons when it came to me she said i could not travel without special permission as i am Lebanese
This was ridiculous. My residency visa is active for
UAE . She was not interested to see the immigration website which showed my clear active visa
She again treated us with disrespect
Putting us to the side
Finally she called us over 30 minutes before the flight was to leave saying i could go
No sorry no respect no customer service
In the end i had paid 600£ extra. Spent 3 days travelling and waiting to fly
I have never in my life flown with such awful regard for customers
Nothing on the website about NHS tests not being accepted
Nothing about Lebanese travelers
Nothing to indicate why we were picked upon
Booking reference KGLFPD
I await your response
Salim Haddad

0 0 votes
Justified complaint?

Suggested solution:

Financial compensation for the inconvenience and stress
And for the extra covid tests and hotel stay

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