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In February I booked flights for the end of August with Etihad. I purchased 6 tickets directly from the airline - from Bangkok to Tel Aviv via Abu Dhabi. A few days ago, I received an email telling me that my flight was cancelled and moved 2 days later. Alternatively, we can leave a day earlier. Staying an extra 2 days will cost approx $2,400 for the 6 of us. Leaving early will mean we have to rebook internal flights, lose one night in a hotel, prepaid, and lose a day of our vacation (similar value). The price of flights has more than doubled since February (paid $3000) and so even though the airline offers a refund, buying an alternative ticket with another airline will cost substantially more. Etihad will not move us to another airline.
I don't have any crazy demands and am happy to cover some of the costs from their cancellation myself, but when I suggested that I keep the Bangkok - Abu Dhabi leg and purchase new tickets for my family on another airline, they refused, saying this would require a new ticket - which would cost far more at April's prices. I don't understand why they can't be more helpful given they caused this problem. If they refund a proportion of the ticket to cover the leg we aren't flying (Abu Dhabi - Tel Aviv) I will pay the different to travel on another airline. Alternatively, they can cover the additional costs incurred.
Desired outcome: Swift response. Etihad changes ticket -only 1st leg (BKK - AUH), refunds portion of ticket to cover leg not flying (AUH - TLV). I pay difference to travel on other airline. Alternatively, they cover my additional costs
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This feels like a bad joke. I am still waiting for someone at Etihad to get back to me, and all I get from every channel is "we noticed you had already contacted our Contact Centre team. Please continue liaising with our team" - but no one ever returns the call or get's back to me as promised.
I'm not requesting anything difficult or unreasonable, but it's easier to pass the buck and ignore the customer. It's actually shameful. This it not resolved. And Etihad do not keep their word. 6 weeks - not resolution.
I followed up again, demanding a reply. No response other than the usual invitation to call them... where they say they will look into it and get back to you, and no one does...
Reply form 30th May
"We apologise if you are haven’t received any call back from the team At this point we highly recommend to get in touch with our colleagues from our Global Contact Centre to assist you on the same. You may find your local number on our Contact Us web page or call +[protected].
We apologize for any inconvenience this may cause and assure you that our team at the Global Contact Centre is fully equipped and committed to providing you with the support and assistance you require."
