Waiting for refund
We flew from Abu Dhabi to Kochi on Etihad Airways flight EY282 on December 26, 2014.
The check-in staff charged me Dh7,400 by mistake on my credit card, for 10kg of excess baggage. They said that the excess amount collected would be reverted within 10 days. After noticing that the excess amount had not been returned to my bank account, I lodged a complaint through the Etihad Airways’ website. I received a prompt reply from their Guest Relations Officer, informing me that the refund of the excess amount collected had already been processed. Etihad Airways also offered me 10,000 guest miles as compensation for the inconvenience, together with an apology.
But I am disappointed to state that till today [February 2], the excess amount collected has not yet been credited to my bank account. I spoke to Etihad Airways call centre personnel and was advised that they could see that an excess amount had been collected from me but they could not do anything to help me and advised me to write to feedback@etihad.com. I have written to them a couple of times about this issue but there has been no reply from Etihad Airways.
I request Gulf News’ assistance to obtain a refund on my excess baggage charges at the earliest.
From Mr Rennie George
Abu Dhabi
Mr George updates:
I received two calls from an Etihad Airways representative on February 8 and he confirmed that a refund was being processed immediately. I have checked my account and have that Etihad Airways has refunded Dh6,660 on February 8 itself.
I deeply appreciate the assistance provided by Gulf News to help me recover the excess money charged.
A spokesperson from Etihad Airways responds:
We are pleased that Mr George has now received the refunded amount and he has accepted our apologies for the delay.
(Process initiation: February 8. Reader updates: February 12. Response from organisation: February 17.)
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.
