[greggwanciak]

I had to change the date of my flight, originally booked on Etihad.com. I found that the Etihad website would not allow me to change my flight. I had to call the Contact Centre.

I made the change to the flight date but was unable to carry forward my meal choice, because it was stated that my choice, picked on the Etihad website, was not available, and I was informed I was unable to carry forward my 520 AED purchase of one extra checked bag because that fee was non-transferable.

I tried to purchase one extra checked bag again. The Etihad website would not allow this either. Once again I had to use the Contact Centre. The first agent I spoke with could not initially help me and said she had to call me back.

Since a promise of a call back is rarely a promise that is kept in this part of the world, I decided to call the Contact Centre back and see what a second agent would tell me.

The second agent at first confirmed that the 520 AED I had spent for an extra checked bag on my original ticket was non-transferable. I told the second agent that I wanted to purchase an extra checked bag again, and that the website would not allow me to do it. At first I was told that the price was 560 AED, because I was calling the Contact Centre. I was then told that it was 590 AED. I told the agent that this was unacceptable and I wanted to talk to someone else who could explain why I was being charged extra for calling the Contact Centre when I had no other choice, since the website would not allow me to modify my ticket and add an extra checked bag.

I was placed on hold several times, at the end of which I was given what I was told was an EMD number, and I was informed that the extra checked bag purchase I had made originally would now be honoured, and that it was listed in the system under the EMD number.

Later, miraculously, the first agent called back and told me that by presenting both my original electronic ticket and the new electronic ticket, my purchase of an extra checked bag would be honoured.

Frankly, I don't believe a word of it and I am sure that when I arrive at the check-in counter there will be no record of anything, and I will be paying again.

[Etihad Representative]

Dear Guest, could you please send your request along with your booking reference to **********************? We'd like to look into it for you. Thank you! *ZD

[greggwanciak]

Originally Posted by Etihad Representative

Dear Guest, could you please send your request along with your booking reference to **********************? We'd like to look into it for you. Thank you! *ZD

As I expected, when I wrote to **********************, they wrote back stating that they would refer to the reservations team. Of course, I never got a call from the reservations team. I suspect that the reservations team is the same contact centre I had trouble with in the first place.

Your suggestion did not result in a solution, I'm sorry to say.