My complaint:
Firstly, I would like to complain about not being able to fill the online feedback and their feedback email isn’t longer used hence I’m trying to reach through different platforms.
My name is Jady and I am writing to express my extreme disappointment and frustration regarding a recent experience with Etihad Airlines. I am a loyal customer, and my booking reference for the incident in question is K6PZWO. On June 13, 2023, I booked a flight from Colombo to Male return for my honeymoon, a trip of great significance to my partner and me.
To my dismay, the trouble began when I attempted to check in for our flight on September 13, 2023, the day before our departure. I was unable to complete the check-in process and immediately contacted Etihad customer support. Shockingly, I was informed that my booking had been canceled. I must emphasize that I received no prior notification or communication from Etihad regarding this cancellation. Had I been informed earlier, I could have taken steps to rectify the situation before my honeymoon.
Adding to my frustration, I discovered that the flights I had initially booked, which were in partnership with Sri Lankan Airlines, were still available on the Sri Lankan Airlines website. Given the importance of this trip, both emotionally and financially, as it was our honeymoon, my partner and I had no choice but to rebook the same flights through Sri Lankan Airlines at considerable additional expense. This was a deeply disappointing and stressful experience, particularly during what should have been a joyful time.
My primary concern lies in the fact that Etihad Airlines canceled my booking without apparent cause while the flights remained operational through your codeshare partner, Sri Lankan Airlines. Despite this, Etihad informed me that I would be subject to a cancellation fee. I find this completely unjust and unacceptable, given the circumstances.
Furthermore, due to the last-minute nature of our rebooking through Sri Lankan Airlines, we incurred additional expenses of over $400 USD. Consequently, I am now facing a loss of over $1,000 AUD until the Etihad refund is processed, which is an added financial burden during an already challenging time.
The impact of this situation on my mental health has been severe, as I suffer from anxiety issues. Traveling during my honeymoon should have been filled with happiness and cherished memories, not the distress and frustration caused by this unfortunate incident.
I kindly request that Etihad Airlines thoroughly investigate this matter and take the following actions:
1. Provide a full refund of the amount paid for the original booking, including any cancellation fees.
2. Reimburse the additional expenses incurred due to the last-minute rebooking through Sri Lankan Airlines.
3. Offer compensation for the emotional distress and inconvenience caused by this ordeal.
I urge Etihad Airlines to rectify this situation ly and ensure that no other passengers have to endure such a disappointing experience. I have attached relevant booking details and receipts for your reference.
I appreciate your immediate attention to this matter and hope for a swift resolution. My partner and I look forward to celebrating our honeymoon without further disruptions.
Suggested solution:
Reimburse what I paid for a flight I never used.
