Mishandled luggage
I am extremely frustrated and would like to share my experience regarding the mishandling of baggage by Etihad Airways.
I am a frequent flyer and have been travelling on Etihad Airways since the past seven years. The last time I travelled, my brand new bag was damaged, and the lock had been broken. I hadn’t complained in the very first instance, but I subsequently suffered because of Etihad Airways’ customer service.
My wife travelled on August 1 and her baggage went missing from Etihad’s end. Finally, they located it and handed it over after two days. But now, my issue is about another bag — the bag handle has been broken. I have pictures as evidence. It was a brand new piece! Though the ground staff member noted this issue down and promised she would get back to us, we have had no luck. I lodged a written complaint on August 1 with Etihad Airways but no one has even bothered to get back to me. This is truly unfair and shows the lack of interest in their customers.
On the same day, there were so many complaints from different passengers, about how Etihad Airways mishandled customers’ baggage. It’s frustrating that they are least bothered about any concerns or complaints. I would be grateful if Gulf News could please look into this at the earliest convenience, as this is an ongoing issue and it should not happen to anyone else — it causes great mental stress.
From Mr Syed Mukarram
Abu Dhabi
The management of Etihad Airways responds:
Etihad Airways strives to deliver the highest standards of customer service and on this occasion we have failed to meet those standards. We have apologised to Mr Mukarram for these unfortunate incidents and have offered him compensation.
Mr Mukarram responds:
I would like to thank Gulf News for the brilliant work. Much appreciated. Please be aware that after the newspaper’s intervention, Etihad Airways has offered an apology and is willing to offer compensation. Please continue the good work.
(Process initiation: August 24. Response from organisation: August 25. Reader response: September 21.)
Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at readers@gulfnews.com.
