My complaint:
Dear Sir Madam
I would like to formally complain about the handling of myself as a longstanding and loyal flyer with Etihad currently a Gold Member with Etihad Guest Number: 100094603346, I have had several bad experiences with Etihad on my recent flights however this is the straw that broke the camel’s back.
My last journey was on 29th March on EY 264 from Abu Dhabi to Colombo as I have a large credit in my travel bank account available balance is 19913.63 AED. And the expiry date is in June 2022 even though I was trapped in Sri Lanka for one year as no flight in or out.
Decided to take Ramadan break in Sri Lanka booking a full fare Business Class Ticket so was somewhat shocked and extremely disappointed having been an ambassador for Etihad to be treated the way I was on the above stated Flight EY 26.
I must highlight to you I use a wheel Chair
Please review the diary of events for this flight from beginning to arrival at Diary of Events EY264
Item 1 1845 Chauffeur was booked for 1900 Arrived and had me in car before 1845 however driver very courteous
Item 2 1940 Check In This was ok a little slower than normal however GSA was very pleasant there was a 15 minute plus delay waiting for wheelchair to arrive
Item 3 2000 Wheelchair Assistance The Wheelchair assistant was very polite helpful and offered great assistance
Based on my last experience in November when I was left in the Lounge and ended up travelling on the last economy bus to leave the terminal and was in fact I think last on the aircraft as let all the economy passenger’s runt to board
I had advised all I wished to be on board the aircraft soonest after boarding commenced
Item 4 Business Class Lounge on arrival in the lounge reiterated I had advised all I wished to be on board the aircraft soonest after boarding commenced
Service in the Lounge was excellent the steward remembered me from my November trip and previous in August and aided me with food etc
Item 5 2045 Wheelchair Assistance to board aircraft Wheelchair assistance came to take me to boarding gate as was a bus transportation to the aircraft
2100 Arrived at the gate wheelchair positioned enabling first to board bus Boarding commence was ushered to a business class bus boarded after 20 minutes 3 passengers boarded the bus prior to this witnessed economy buses had departed to the aircraft
Circa 33 minutes an English family of 4 boarded the bus he was an Etihad Employees who was had been upgraded and once on the bus found out one of his sones still in economy
Circa 40 minutes a family of three adults and three annoying children whom I am sure had been upgraded boarded
Then the business class bus departed following and economy bus
The passengers from that disembarked leaving us to wait until they had boarded the aircraft
Item 6 2155 Boarding the aircraft I actually was ushered to my seat and was shocked to see business class 50% full of passengers relaxing drinking champagne etc
Immediately asked the Stewardess how could this be as I had requested priority boarding had paid full fare and a gold vsrd holder her response I don’t know I am sorry I saw passenger sniggering to each other while taking selfies obvious these had been upgraded
I requested to seeCabin Staff Supervisor who was busy as aircraft door with boarding,
When he came I explained the situation and told on my previous flight to Colombo stated he would put it in his report, however the aircraft was fully booked so many passengers were give free upgrade
Yousef apologized for this terrible mix-up and it became very obvious quickly as no other passengers on my bus complained they had all been upgraded, I have absolutely no problem with this as myself have been upgraded free or utilised my Etihad miles to upgrade
I informed Yousef that on my arrival in November there was no wheelchair and I was left standing outside the aircraft for 15 plus minutes as economy passed herded past me so much for social distancing Yousef stated he would ensure that wheelchair would be there on arrival
Item 7 Onboard Cabin Service This was excellent as always and, on this occasion, I am sure received extra attention which dare I say is the key reason I use Etihad as my preferred airline since day one when a single to London in Economy was Aed 999 I was in business class as a consultant to Dolphin Energy so tickets purchased buy them
Item 8 Arrival in Colombo Yousef was true to his word wheelchair was at the ramp ready and waiting
Suggested solution:
Therefore, would wish a formal response on how this incident happened and am expecting as compensation for this and previous events on earlier flights a complimentary return flight in business class on my return from Sri Lanka dates which I shall advise once ed these can be moved to facilitate a business class seat.
Look forward to your and positives response soonest this was sent three times to Look forward to your and positives response soonest this was sent three times to guestgold@etihadguest.com I have received no formall response todate
Due to commitments i have used my travel bank funds and miles on to book a return flight CMB Bandaranaike Airport, Colombo, Sri Lanka - AUH Abu Dhabi Airport, Abu Dhabi, United Arab Emirates on Wed, May 11th upgrading successfuly to business class i therefore would wish on my planned return to Colombo circa 22nd May to have a free business class ticket as full compesnsation foe these last incidents acyual flight date to be ed
