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Baggage Problems
COMPLAINT: Delayed Baggage, No Response from Etihad Baggage claim or Feedback center

 
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  #1  
Old Sep 8, 2015, 4:34 AM
sanaik sanaik is offline
 
Join Date: Sep 2015
Posts: 10

I planned family vacation, booked the Etihad airways from Abu Dhabi to Vienna, Austria departure on 10th July’2015, this flight was operated by Nikki Airways. On arrival to Vienna we waited for more than one hour to receive our baggage’s (04 no’s) and surprisingly none of them had arrived, when contacted with the ground baggage handling services we have been informed that the baggage’s have not been arrived as per their data, and they were not sure when our baggage’s would arrive.

We were asked to fill out the missing baggage form and no other support being provided . There was nobody from Etihad or Nikki to provide us any information or any further support. We were been asked to call the baggage claim desk number provided on the missing baggage claim form on the following day

It was a nightmare for us as we have planned a family vacation and everything goes down the drain, nobody from Etihad or Nikki to provide us any support. Such a disaster!, we had booked & planned evening cruise which we could not do it neither the plan for the following day had to be cancelled just waiting for our baggage to arrive that was delivered only by 15:00 Hrs on July 11, 2015, such a miserable vacation to start with………

Furthermore I have raised this issue with Etihad baggage claim & thru Feedback, and as per the email response i have submitted the copies of the documents requested for last more than a month I have not received any further response, i have been sending the reminders still this dont work
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  #2  
Old Sep 11, 2015, 4:05 PM
Etihad Representative Etihad Representative is offline
OFFICIAL AIRLINE REPRESENTATIVE - ACCOUNT SUSPENDED DUE TO NON-RENEWAL
 
Join Date: Oct 2008
Location: Abu Dhabi - UAE
Posts: 286

Originally Posted by sanaik View Post
I planned family vacation, booked the Etihad airways from Abu Dhabi to Vienna, Austria departure on 10th July’2015, this flight was operated by Nikki Airways. On arrival to Vienna we waited for more than one hour to receive our baggage’s (04 no’s) and surprisingly none of them had arrived, when contacted with the ground baggage handling services we have been informed that the baggage’s have not been arrived as per their data, and they were not sure when our baggage’s would arrive.

We were asked to fill out the missing baggage form and no other support being provided . There was nobody from Etihad or Nikki to provide us any information or any further support. We were been asked to call the baggage claim desk number provided on the missing baggage claim form on the following day

It was a nightmare for us as we have planned a family vacation and everything goes down the drain, nobody from Etihad or Nikki to provide us any support. Such a disaster!, we had booked & planned evening cruise which we could not do it neither the plan for the following day had to be cancelled just waiting for our baggage to arrive that was delivered only by 15:00 Hrs on July 11, 2015, such a miserable vacation to start with………

Furthermore I have raised this issue with Etihad baggage claim & thru Feedback, and as per the email response i have submitted the copies of the documents requested for last more than a month I have not received any further response, i have been sending the reminders still this dont work
Hi sanaik,

Thanks for reaching out on here. Can you please forward us your PIR reference to ********************** or in a DM on here? We'd like to look into this for you. *JP
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  #3  
Old Sep 16, 2015, 11:37 AM
sanaik sanaik is offline
 
Join Date: Sep 2015
Posts: 10

Hi,
Have a good day

Based on the response I have forwarded the ongoing email correspondence to ********************** on 11th Sept'2015 evening 20:50 Hrs, no response until this day this was the 8th reminder to baggageclaims & feedback @etihad.ae

I believe this only a one way correspondence that happens and we should expect not to receive any response






This email thread is for information

From: Naik, Shashikant (GE Oil & Gas)
Sent: Tuesday, September 08, 2015 7:47 AM
To: [email protected]
Cc: [email protected]
Subject: FW: Etihad Airways [RQID:376416] - Reminder Follow-up mail
Importance: High

Reminder - 8

Sir / Madam,
Have a good day

Awaiting response

Regards

S A Naik


From: Naik, Shashikant (GE Oil & Gas)
Sent: Monday, September 07, 2015 3:14 PM
To: [email protected]
Cc: [email protected]
Subject: FW: Etihad Airways [RQID:376416] - Reminder Follow-up mail
Importance: High

Reminder - 7

Sir / Madam,
Have a good day

Awaiting response

Regards

S A Naik
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  #4  
Old Sep 17, 2015, 8:14 AM
Etihad Representative Etihad Representative is offline
OFFICIAL AIRLINE REPRESENTATIVE - ACCOUNT SUSPENDED DUE TO NON-RENEWAL
 
Join Date: Oct 2008
Location: Abu Dhabi - UAE
Posts: 286

Originally Posted by sanaik View Post
Hi,
Have a good day

Based on the response I have forwarded the ongoing email correspondence to ********************** on 11th Sept'2015 evening 20:50 Hrs, no response until this day this was the 8th reminder to baggageclaims & feedback @etihad.ae

I believe this only a one way correspondence that happens and we should expect not to receive any response






This email thread is for information

From: Naik, Shashikant (GE Oil & Gas)
Sent: Tuesday, September 08, 2015 7:47 AM
To: [email protected]
Cc: [email protected]
Subject: FW: Etihad Airways [RQID:376416] - Reminder Follow-up mail
Importance: High

Reminder - 8

Sir / Madam,
Have a good day

Awaiting response

Regards

S A Naik


From: Naik, Shashikant (GE Oil & Gas)
Sent: Monday, September 07, 2015 3:14 PM
To: [email protected]
Cc: [email protected]
Subject: FW: Etihad Airways [RQID:376416] - Reminder Follow-up mail
Importance: High

Reminder - 7

Sir / Madam,
Have a good day

Awaiting response

Regards

S A Naik
Hi Naik,

We're sorry this is taking longer than expected. Please rest assure we have taken action and have informed our baggage team you're still waiting on your claim to be resolved. Our baggage team is working hard to be able to respond quicker at the moment and will do their best to look into this for you shortly.

However, we're unable to confirm a time frame at the moment. Please bear with us, our team will get back to you about this. *JP
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  #5  
Old Sep 29, 2015, 10:10 AM
sanaik sanaik is offline
 
Join Date: Sep 2015
Posts: 10

Hi JP,

No Response as yet it seems there are lots of complaints being received daily and hence it takes such a long time for investigation and conclusions
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  #6  
Old Sep 29, 2015, 3:46 PM
Etihad Representative Etihad Representative is offline
OFFICIAL AIRLINE REPRESENTATIVE - ACCOUNT SUSPENDED DUE TO NON-RENEWAL
 
Join Date: Oct 2008
Location: Abu Dhabi - UAE
Posts: 286

Originally Posted by sanaik View Post
Hi JP,

No Response as yet it seems there are lots of complaints being received daily and hence it takes such a long time for investigation and conclusions
Dear sanaik,

We are really sorry for the inconvenience caused. Our Baggage Claims team is working on your issue and they will be in touch with you accordingly.

Thank you for your patience again. *JS
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  #7  
Old Oct 20, 2015, 4:21 AM
sanaik sanaik is offline
 
Join Date: Sep 2015
Posts: 10

Hi JS,
Have a good day

Please find herewith the remionders being sent to
Baggages claim, Socialmedia & feedback @ ETIHAD.com

I have a question does someone read these correspondences or is it the way how these issues are handled as mentioned in my todays Reminder-15

Reminder - 15

Sir / Madam,
Have a good day

It is really disgusting that in such an esteemed organization they take customer for granted and there is nobody to even respond it seems that such customer grievance correspondences are put in dustbin

However I will not give up and will be awaiting response

Regard
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  #8  
Old Oct 23, 2015, 11:03 AM
Etihad Representative Etihad Representative is offline
OFFICIAL AIRLINE REPRESENTATIVE - ACCOUNT SUSPENDED DUE TO NON-RENEWAL
 
Join Date: Oct 2008
Location: Abu Dhabi - UAE
Posts: 286

Hi Naik,

Thank you for contacting us.

We apologize for the late response from our baggage claims team.

Your case RQID 376416 is currently handling by the baggage claims team and one of the team member should get in touch with you as soon as the necessary investigation have been completed.

We appreciate your patience and cooperation . *ZD

Originally Posted by sanaik View Post
Hi JS,
Have a good day

Please find herewith the remionders being sent to
Baggages claim, Socialmedia & feedback @ ETIHAD.com

I have a question does someone read these correspondences or is it the way how these issues are handled as mentioned in my todays Reminder-15

Reminder - 15

Sir / Madam,
Have a good day

It is really disgusting that in such an esteemed organization they take customer for granted and there is nobody to even respond it seems that such customer grievance correspondences are put in dustbin

However I will not give up and will be awaiting response

Regard
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  #9  
Old Nov 10, 2015, 5:20 AM
sanaik sanaik is offline
 
Join Date: Sep 2015
Posts: 10

Hi ZD,
Have a good day

Kind request to go thru my repeated correspondences to Etihad (baggage claim, social media, feedback) and my travel agent who also states that this subject matter with the management, however i have feeling that nobody is really interested in resolving this issue, only we are requested to have patience but for how long not defined

Regards




Your message

To:
Subject: Etihad Airways [RQID:376416] - Reminder - 16 Follow-up mail
Sent: Tuesday, November 10, 2015 4:26:54 AM (UTC) Dublin, Edinburgh, Lisbon, London

was read on Tuesday, November 10, 2015 4:26:32 AM (UTC) Dublin, Edinburgh, Lisbon, London.

Reminder - 16

Sir / Madam,
Have a good day

May I kindly request your attention and response on the outcome of the investigation on this subject matter


Regard


Shashikant Naik
Mob: +971 52 8007410
Email: [email protected]


Ref 368199
28 July 2015
Dear Mr Naik,
Thank you for your correspondence.
For Delayed Baggage, kindly send us an email with a copy of the below documents.
Please attach 2-3 files at a time in .jpg or .pdf format and not as a zip file, total size should not exceed 4MB.
· Passport Copy
· Boarding Pass/s
· E-ticket or Itinerary
· Receipts for additional expenses
. Baggage Reference Number (PIR)
Your details will be forwarded to our Baggage Claims team for them to investigate your file. As soon as they have concluded their investigation, they will contact you further.
I look forward to your response by return.
Yours sincerely,
Baggage Claims Support
Abu Dhabi



Ref : 376416
Date 24.08.2015

Dear Mr Shashikant A Naik,

Thank you for your correspondence.

In respect to your recent experience with us, we regret there was a delay in receiving your baggage. May we request the following documents from you for our perusal;

Please attach 2-3 files at a time in .jpg or .pdf format, the total size should not exceed 4MB.

• Passport Copy
• Boarding Pass/s
• E-ticket or Itinerary
• Receipts for additional expenses
. Baggage Reference Number (PIR)

Your details will be forwarded to our Baggage Claims team for them to investigate your file. As soon as they have concluded their investigation, they will contact you further.

I look forward to your response by return.

Yours sincerely,

Baggage Claims Support
Abu Dhabi

Hi Naik,

I have checked with Etihad last Thursday and they informed me that the case is under investigation as it has been raised up to management

I will check again today and update you

Best regards,
Fouad

-----Original Message-----
From: Naik, Shashikant (GE Oil & Gas) [mailto:[email protected]]
Sent: Monday, July 27, 2015 9:10 AM
To: twofour54 travel
Subject: Re: Missing Baggage we had plan

Hi
Have a good day

No further information as of date

Sent from my BlackBerry 10 smartphone.
From: twofour54 travel
Sent: Wednesday, 22 July 2015 10:07
To: twofour54 travel; Naik, Shashikant (GE Oil & Gas); [email protected]
Subject: RE: Missing Baggage we had plan


Hi Naik,

Our Etihad contact person has just resumed duty today and we are working on your feedback

Best regards,
Fouad

From: twofour54 travel
Sent: Saturday, July 18, 2015 1:14 PM
To: Naik, Shashikant (GE Oil & Gas); [email protected]
Cc: twofour54 travel
Subject: RE: Missing Baggage we had plan

Hi Naik,

We are sorry to hear about such an inconvenience.

We will certainly raise this issue up, kindly give more time after Eid break to have chance to speak to our Etihad representative and we shall get back to you.

Best regards,
Fouad

From: Naik, Shashikant (GE Oil & Gas) [mailto:[email protected]]
Sent: Friday, July 17, 2015 12:56 AM
To: [email protected]<mailto:[email protected]>
Cc: twofour54 travel
Subject: Missing Baggage we had plan
Importance: High

Sir / Madan,
Have a good day

Please be advised that I have booked the Etihad airways from Abu Dhabi to Vienna, Austria departure on 10th July'2015, this flight was operated by Nikki Airways.

On arrival to Vienna we waited for more than one hour to receive our baggage's (04 no's) and surprisingly none of them had arrived, when contacted with the ground baggage handling services we have been informed that the baggage's have not been arrived as per their data, and they were not sure when our baggage's would arrive.

We were asked to fill out the missing baggage form and no other support being provided . There was nobody from Etihad or Nikki to provide us any information or any further support. We were been asked to call the baggage claim desk number provided on the missing baggage claim form on the following day

It was a nightmare for us as we have planned a family vacation and everything goes down the drain, nobody from Etihad or Nikki to provide us any support. Such a disaster!, we had booked & planned evening cruise which we could not do it neither the plan for the following day had to be cancelled just waiting for our baggage to arrive that was delivered only by 15:00 Hrs on July 11, 2015, such a miserable vacation to start with.........

Kindly advise what is the course of action being implemented by Etihad in such situation, how this will be compensated? what about the monetary losses we incurred? Will Etihad respond to this

I have changed my journey schedule and I have paid for the rescheduling the my flight which was done well in advance, we trust and hope to receive the services professionally

Should you require any further information or clarification please revert back to me

Shashikant A Naik
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  #10  
Old Nov 10, 2015, 5:54 AM
Etihad Representative Etihad Representative is offline
OFFICIAL AIRLINE REPRESENTATIVE - ACCOUNT SUSPENDED DUE TO NON-RENEWAL
 
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Hi Shashikant, we are sorry to hear this. Could you please provide us your missing baggage PIR? We will look into it for you. Thank you! *ZD
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  #11  
Old Nov 11, 2015, 5:13 AM
sanaik sanaik is offline
 
Join Date: Sep 2015
Posts: 10

Hi ZD,
Have a good day

Please find herewith the details of the baggage tags

0607 EY 426973
0607 EY 426982
0607 EY 426975
0607 EY 426974

This is the third time i am forwarding the details, kindly advise how many more time i will require to repeat this, furthermore this clearly indicates that nothing was been happening as of date and the responses stating that the investigation is ongoing are false


Regards
Attached Images:
File Type: jpg Baggage Tags.jpg (84.8 KB, 0 views)
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  #12  
Old Nov 12, 2015, 8:05 AM
Etihad Representative Etihad Representative is offline
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Join Date: Oct 2008
Location: Abu Dhabi - UAE
Posts: 286

Dear sanaik,

We've seen that you are waiting for a long time by now. We will make sure to escalate this matter now and you should hear from our team shortly. We're sorry that you had to follow up so many times. *JP
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  #13  
Old Nov 22, 2015, 7:33 AM
sanaik sanaik is offline
 
Join Date: Sep 2015
Posts: 10

Hi ZD,
Have a good day

No response as of date, this is the 17th reminder forwarded today for your information



Reminder - 17

Sir / Madam,
Have a good day

May I kindly request your attention and response on the outcome of the investigation on this subject matter


Regard


Shashikant Naik
Senior Lead NDT Instructor

Mob: +971 52 8007410
Email: [email protected]
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  #14  
Old Nov 22, 2015, 7:37 AM
sanaik sanaik is offline
 
Join Date: Sep 2015
Posts: 10

May I know if someone reviews the mails forwarded to Etihad (baggage claims, social media, and feedback), or is these sites just to post the grievances by the customer and no reviews made by the Company
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  #15  
Old Nov 25, 2015, 4:34 PM
Etihad Representative Etihad Representative is offline
OFFICIAL AIRLINE REPRESENTATIVE - ACCOUNT SUSPENDED DUE TO NON-RENEWAL
 
Join Date: Oct 2008
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Posts: 286

Dear sanaik

Please accept our apologies for the delay to this post. We can see a message was sent to our team looking after this claim. We have again sent a gentle reminder to take a look at this as a priority and update you accordingly.

Thanks for bringing this back to our attention and we will be in touch as soon as we have an update.

Kind regards *GW
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  #16  
Old Jan 12, 2016, 5:27 AM
sanaik sanaik is offline
 
Join Date: Sep 2015
Posts: 10

Hi GW / ZD / JS,
Have a good day

As mentioned in your last response dated 24th Nov'2015, wherein you have again sent a gentle reminder to take a look at this as a priority and update me accordingly and until this day nobody has communicated with me neither i have received any email response from the baggage handling team from Etihad

This clearly demonstrates that if the internal communication is not working what about the customer communications??????? what a disastrous admin situation within an well known organization is

What the customer should expect from such an organization for the grievances they went thru?????

Is there somebody really responsible to address the customer complaints or this is only a farce
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