My complaint:
Respected Sir/Madam,
I’d like to bring to your attention poor service received from Etihad at the Dublin airport for our flight to Delhi with my family. We need full refund for our tickets as we were not allowed to board the flight by your unfriendly Manager at the Etihad counter.
Our PNR details are mentioned below:
Booking Reference: WDMT9K
Booking Reference: ULML2V
Situation: My 6-year old son, my husband and me had planned a short trip to India and recently booked tickets with Etihad. We reached the airport at 8:29 on 18-May am and were at the Etihad counter sharp at 8:30 am for our boarding at 8:45am and flight at 9:30am. However, the lead manager at the counter started stating that the counter is closed even though we were the only ones and it was exact 8:30 am (one hour before the flight). We explained to her that we were already checked in and will immediately proceed to the security and boarding gate, but she refused to listen. To further delay, she just kept walking at the counter with our passports, kept talking something about how we should be on time, and after wasting 5-10 mins, she took a picture of our passports next to her computer screen to indicate that we came late and simply stated that we cannot proceed to the boarding gate. The other staff was just staring at her. She did not even contact anyone to check or even try working anything out considering we are a family with a child and long standing customers of Etihad.
I understand as a family we should have arrived much earlier which we usually do but got unlucky today with the Dublin traffic. However, we were just in time and could have boarded the flight as per the scheduled boarding time had she checked in our bags and allowed us to board. If this was some other airline, the first attempt of the staff is to get the passenger quickly to the boarding gate. But your staff manager (that’s what she claimed she is and that she is the highest authority) just refused to help. I am attaching a proof of our taxi indicating that we reached airport at 8:29 am and got down right outside the Terminal 1 door in front of the Etihad counters. She was absolutely inconsiderate, rude and had zero empathy.
Action requested: We have been refunded only the taxes as we had bought a non-refundable ticket for our short trip to India. But we will need the whole refund as it is the mistake of your unfriendly staff at the Dublin Airport that did not allow us to board the flight. Being from a customer service industry, I also ask that you coach that lady to demonstrate some level of good customer service especially when she is working for a top brand like Etihad. Please feel free to check any CCTV footage to understand why she delayed us instead of allowing us to board.
I appreciate an urgent action and response on this matter. Many thanks.
Raised a complaint 2305253694851 2 months ago with no updates. Customer service keeps asking me to wait and refuses to escalate further.
Regards,
Sandhya Singh
Suggested solution:
Refund the whole flight tickets and give compensation for trauma caused
