Etihad Airways complaint: Refusal to check in

To Whom It May Concern,
I would like to launch an official complaint against Etihad Airways service in Islamabad Airport.
I (Camran Munir) and my disabled elderly mother Fareeda Munir were denied checking at Etihad desk in Islamabad International Airport. Our flight EY232 was on Tuesday 15.03.2022 at 1:50 am from Islamabad to Abu Dhabi (ation number: XJOBTR, e-ticket number: 60795201304560)
We had arrived at the airport Etihad check in desk at 12.30am, hence we had ample time to check in. Our flight was taking off at 1:50 am. When we arrived at the desk there were 3 staff members and 2 men waiting at the side. When we gave our passports for checking, we were told that “we were the last passengers and there was no show on their system”. We were completely shocked, as before arriving to the airport we checked everything, all paperwork and there was nothing on the system to indicate “no show”. We pleaded to the staff that we had to return on time to the UK as my mother was ill and she needed to return for important doctor’s appointments and I had to get back for work (I work a civil servant for the UK government and had only booked holidays up to 16th March 2022). However, we were told that nothing they could do and 2 individuals who were waiting at the side were allowed check in after us. We are certain that because we were that last passengers to be checked in (although there was plenty of time for this) our seats were sold to the two men waiting at the side. We know that it is a very common practice in Pakistan to sell “late comers” seats to those who could not book their tickets online or through agents. We have read about this kind of practice online and heard from previous passengers.
We had no choice but to return to Mirpur in Azad Kashmir, and as you can imagine it had caused lots of discomfort to my disabled mother. She was exhausted from the 4 hours journey and the stress we had encountered at the airport.
On the 16th March my wife Farzana Camran had to book for us a new return one way tickets. It was the most stressful situation as she could not find two seats on the same airline. I could not leave my frail mother to travel on her own. After searching online and calling various airlines and agencies, spending all day, she managed to book 2 tickets through Emirates Airlines from Islamabad to Manchester via Dubai on 17th March 2022.
Please note that on the 10th April 2022 I have submitted a complaint via Etihad online complaint procedure. I have not received any acknowledgement apart from online system saying that my complaint has been submitted and to wait a response from the complaint department. I never received any response to my complaint. I then resubmitted another complaint in mid-August through the same website as I do they not issue any email address for complaints. I checked my emails and spam emails. Again I have not received any response from the Etihad airlines.
I am requesting a full compensation from Etihad airlines for denying checking in to our flight on 15th March 2022 and causing enormous misery and stress to my disabled mother and myself. We request a full refund for return tickets and a compensation for new tickets that we were forced to purchase from Emirates Airlines. We paid for my mother £589.40 for new one way ticket (booking reference
J7M8S2) and for my ticket I paid £584.18 ( booking ref: LFRSCS) Flight number from Islamabad to Dubai EK613, 17th March 2022, time 04:00 am and from Dubai to Manchester EK019 14:30 pm. If you require tickets please do not hesitate to contact me.
I look forward to hearing from you soon. If I do not hear anything from you within 2 weeks I will be contacting Aviation ADR. As I have mentioned earlier I submitted twice a complaint to Etihad Airways but never received any acknowledgement.
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Yours sincerely,

Camran Munir