Traveling by Etihad - terrible experience

I am traveling by Etihad airways. Flight was scheduled to take off from doha at 2245 hrs but took off about two hours late because a connecting flight coming in from UK was late and they had to take in a few passengers from that flight. As a result, i along with about 20 other passengers on the flight missed our connecting flight abu dhabi to karachi.

When we reached the abu dhabi airport, Etihad staff misguided us and made us stand in queue of people flying to dhaka and manila. We asked 3 different etihad staff and they said we were in the right line. Even told them that there is no notification for a flight to karachi on the notice board but they said its ok. After an hour in this queue, we found out that the flight to karachi had already left before we arrived in abu dhabi.

It took them a couple of hours more to issue us boarding passes for the next flight to karachi which was after 22 hrs. However, no hotel stay has been provided. Etihad staff has made me run from one counter to another atleast a dozen times each saying that hotel transfer would be provided soon. In the morning, their stance has changed and now they say that no room is going to be provided and i just have to sit anywhere in the airport.

I told them that airlines regulations require hotel transfer to be provided to passengers if there is a delay of more than 8 hours but they say, quote "Etihad is not following any rules".

Now my question: Is there any governing body that enforces the implementation of such rules? Is there any action i can take against the airline for this?
And if someone answers within this day (11th), any advise on if and how i can get them to provide me a hotel room.

thanks

Comments

excellfriend

all these airlines takes many things for granted. as per the international rules they have to provide you with hotel and mean vouchers. it is due to their fault and there cannot be any exceptions. i think you can also complain to the airlines association or something like that.

as many of us just leave these things without taking it forward and that makes these airlines to behave in such an atrocious manner.

The rock

Hi,

can you recommend any official association to which i can complain about this? Etihad has given me plenty of time (20 hours) to do this. Already done so on www.airsafe.com

thanks

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Quidquid latine dictum sit, altum sonatur.

herne

Huhh, I will make sure never travel with that airline. But the same happened with some Manila passengers also. Their flight had been changed, so there were only 5 minutes for them to change flight in Abu Dhabi, so I'm pretty sure they missed it.
But anyway, this case is unaccaptable, they should have provided a hotel room for you, and not handle like that. :(

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knoxcollege

Put your complaint in writing, get some others passengers to side with you, send the boarding cards.

If the flight waas delayed you will get compensation, if you missed the flight bcoz of your action then it is a totally different story

www.iata.org

The rock

Nopes, it was totally etihad's fault. Delay in take off from Doha resulted in us reaching Abu Dhabi 'after' our connecting flight had left.

Another cheap shot by Etihad, they gave us coupons for breakfast at 3AM and told us to go to the restaurant where we were told that breakfast is served after 6:30. Not having any real solution, Etihad was just trying to get their customers off their back. In the morning, they said, don't worry, we'l also give you a meal coupon. Made me laugh, but this is so darn cheap. A 20 hour delay definitely warrants hotel stay (even if it just has a mattress and a blanket).

Btw, i did feel the staff to be well intentioned (but helpless nevertheless), I guess it's the management that is totally screwed.

Even a remotely well managed company would have standard policies and would try to communicate with its customers rather than saying we don't know.

Herne, thanks for the sympathies.

Well, i still have to keep my fingers crossed, hope it dosen't turn into something like The Terminal :-P

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Quidquid latine dictum sit, altum sonatur.

scorpio1979

thanks for the update. i was planning to travel to cochin via abudhabi as i could only get seats on etihad.

now i know the reason for getting seats on a tightly packed sector at this time..

Conclusion: I am cancelling my etihad "confirmed" booking..

stealth

There has been complaints about Etihad Airways from a number of passengers. One way would be for you to file a consumer greivance in your country and claim compensation.

Bluemountain

I will never forget my experience of waiting 4 hours from 11 PM and 3 AM at Abu Dhabi Airport

Amoud

I dont think I would judge an entire airline based on one experience.

People complain, it is in their nature. Qatar Airways sucks, Ethihad sucks, British airways sucks.

I thought the groundstaff in the airports in these parts are employed by the airport and not the airline?

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"Diplomacy is the art of saying 'Nice doggie' until you can find a rock - Will Rogers"

The rock

Well, long closed story :)
But nevertheless, Amoud, the objective of my topic was to ask other forum members for advise. It was actually posted while i was stranded and needed advise on how to get out of a situation. Some people on this forum and also other forums did reply and i followed their suggestions. Unfortunately, in that particular instance, all paths were dead-ends. Result: I have never travelled on the same airline again and a lot of people on other forums have also attested to have done the same.

Now, your point of 'people complain, its in their nature'. Actually, the fact is that 'Shit happens' its natural. Allow me to use a more politically correct quote for it: Murphy's law: 'If anything can go wrong, it will go wrong'. So knowing this and respecting this, i had not focussed my complain on what went wrong (ground staff coordination mistake). I had focussed it on the 'Reaction' to what went wrong.

The reaction of the staff was 'ok, we know there has been a mistake, now go to hell'. I would have expected more customer oriented company staff to make some effort to correct what's gone wrong or if it is no longer practical to reverse the mistake then offer some other facilitation to the customer.

About it not being the company staff and staff employed by the airport.... Are you defending the airline or just making a point ? In either case, again, i would say if I were the company, and i outsource to a 3rd party some of the service i provide to MY customers, i would make sure MY customer gets quality service. But that's just me, others may choose not to have customer oriented thinking and approach. That's their choice isn't it :)

all the best.
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Quidquid latine dictum sit, altum sonatur.

paulwilliams

Well, I guess I will never use this airlines in the future. Thanks for the information, even thought it is negative feedback.
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oasiscars

you chosed to fly with itihad airways coz its more cheaper than others airlines and u know they r cheaper simply coz they have no good service and with many faults , and inspite of this u chosed to fly with them .so this the result of save money ....

stealth

if you are not based in Qatar, wh do you even advertise?

deepb

Look at the date of the Original Post.

Arien

Etihad operates turn around flights to doha from their Abudhabi hub.

I wonder how they will have connecting flight from London..LOL No airline would wait for an inetrline carrier which is delayed.. hard to believe.
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max100ae

it is not only etihad air but also united air.
i was flying from new ark to san francisco via washington dc.
the flt delay at new ark made us miss the connecting flt.
the next flt was more than 8 hours next morning.
no hotel vouchers or anything. we had to pay for the hotel.

Malang

My family also had a terrible experience
with etihad. I registered a complaint and still waiting from last 8 months, they say they are investigating:(

anonymous

thats a Local Airway's, better to travel for domestic locations ... focuses on quantity, no quality at all...

anonymous

Well, as the author said shit happens, but claiming it is his fault because he chose the cheaper airline is crap. Even though it is cheaper, he surely has still paid a good amount of money for that flight. Having said that, even if it is cheaper that does not give the Airline the right to treat them the way they did and it does not give the Airline the right to prevent him from his right of a hotel room and a meal. After all, it was clearly the airlines fault.
I guess what pissed me most was that you had to wait for two hours in queue while the airplane had already taken of.

deepb

The post is 2 and half years old. Geez, let it rest.

goaboy

one of them is qatar airways charging high fares and service is crap the crew is crappy to they look like refugees in their uniforms crap airline

raghumaya

Even though it is cheaper, he surely has still paid a good amount of money for that flight. Having said that, even if it is cheaper that does not give the Airline the right to treat them the way they did and it does not give the Airline the right to prevent him from his right of a hotel room and a meal. After all, it was clearly the airlines fault.
I guess what pissed me most was that you had to wait for two hours in queue while the airplane had already taken of.

I am happy to get visa for study in the uk.

xmannd

I understand very well what you've gone through.That's why I call only to services LAX Parking because with them you will never be disappointed