Etihad Airways complaint: Lost baggage no response even once since 36 days

My daughter (aged 14) travelled through Etihad Airlines from Chennai (MAA) to Chicago (ORD) on 03 Aug 2022. At Chennai Airport, the Etihad staff compelled her to check-in the cabin bag though it contained valuables like silver jewelry, silver plate, laptop watch chargers, her power glasses, prescription medicine, original documents, projector etc.

At Abu Dhabi, after she boarded the flight to Chicago, they were asked to get down from the flight due to technical fault asked to reboard another flight after 4 hrs. She reached Chicago, ORD on 03 Aug with a delay of around 3 hrs. But none of her 3 checked-in baggage arrived. We were given a contact number for Etihad baggage at ORD (7732310778, 7733771538, 7735984260). No one responds to this number it always goes to a voice mail. Most of the passenger did not receive their check-in baggage as there was a last minute flight change.

We raised a Claim (Claim ORDEY15190) for delayed baggage observed that the claim status was not updated in the portal. It remained as TRACING CONTINUES. PLEASE CHECK BACK LATER for 36 days as on 08 Sep 2022.

No news about the baggage status for 7 days we finally got an email from [email protected] that they are sending all 3 bags to Charlotte airport as my location is Charlotte. But I got only 2 bags delivered through American Airlines flight AA1784.

When verified with American Airlines customer care, they updated that only 2 baggage came through this flight. The other baggage was not loaded in this flight. Also both the bags that were delivered through AA flight are severely damaged and broken (3 Wheels missing in one baggage and the second baggage is broken).

No update from Etihad Baggage team or the Chicago baggage handling team on the missing bag for 36 days as on 08 Sep 2022. Even when one of my friend went on 15th Aug to check on it, they just sent him back saying they still had 7 unopened containers of baggage told that they’ll update him once they find the baggage. But no response after that. I had another friend check with Etihad Baggage team on 20th Aug. They verified told that Kokila’s baggage with tag EY591165 is not there told that they still had 2 more containers of left over baggage to be sent to the passengers. Even after 36 days of arrival, no update from Etihad baggage team or the Chicago baggage handling team and they are not responding to email or phone calls.

After 36 days of no response, when I check the baggage claim status online (at https:wtrweb.worldtracer.aero), I get a message Access to your file is no longer available. Please contact your airline for more information. Now I’m stuck at Charlotte, with no response at all from Etihad team at Chicago ORD.

The overall service form Etihad baggage team is totally unacceptable and causing too much of stress due irresponsible behavior in baggage delivery, multiple follow-ups with no response, multiple visits to airport, additional efforts from our side with no certainty in timelines.