Flight Number (e.g. EY 256): Ey 538
Flight date: 03/09/2016
Ticket number: 6072130120374
Class of travel: Business
From: Beirut, Rafic Hariri Airport (BEY), Lebanon
To: Abu Dhabi, Abu Dhabi Airport (AUH), United Arab Emirates
Booking reference: FREFFH
Original Request sent September 3rd to Etihad REMAINS UNANSWERED by Customer Service
I recently booked a redemption flight with booking code FREFFH. I was unable to travel outbound to Beirut on Monday due to delay of my visa. I received a call Monday AM (29 August) from 02 599 8533 to ask if I would be travelling and I advised I would not be making the outbound flight, however I would certainly be returning on Saturday I was informed 'NO PROBLEM SIR'.
After receiving my passport back, I booked a 1 way to BEY with another airline. When I arrived at the airport in Beirut for my returning flight, (which was fully paid and booked with a gold membership claiming guaranteed ticket), I was advised my booking was cancelled because I did not use the AUH-BEY portion; even though I had advised the Etihad agent who contacted me at 733am on Aug. 29 that I would utilise the return portion.
After being told in the BEY airport that I should call Etihad to sort it out (by Etihad desk agents) I was forced at the airport to buy a new ticket due to this error for USD 1256.40 after being advised this was my only option to fly.
Additionally, when I arrived in AUH I booked a chauffeur service after having been advised the wait would be 20-30 mins. After waiting 40mins I was told I needed to wait an additional 10-15 minutes. Accordingly I left by taxi as I did not want to risk an even longer wait. I am extremely dissatisfied by Etihad's level of service and extreme stress it has caused me. I Require full refund for the tickets and refund of points used to book the original flight. Please expedite your response/refund as I will be submitting complaint to the consumer protection with DED. Not only was I assured the return ticket would remain, but no where in the terms or conditions does it indicate that the ticket would be cancelled; nor was i notified. I expected that with my gold membership my ticket was guaranteed as per my booking.
This level of service is highly disappointing; I await full refund ASAP.