[paulewels]

Here is a copy of a complaint sent to Etihad's office in Kuwait (since they don't seem to like answering the phone on thursday afternoons.)

Booking Reference:
CXUHGV

e-ticket numbers: 6072125359564
e-ticket numbers: 6072125359565

I recently booked tickets for my wife and daughter to Kuwait. They were denied boarding on the grounds of my credit card not being present on check-in despite having a valid credit card authorisation form (which is attached) which your website and e-mail said would suffice.

Here are the facts.

1. I booked a flight on the Etihad website with my credit card for my wife and daughter.

2. After payment (and not mentioned before), an e-mail was sent to my account stating that either:
A) my credit card must be present at boarding
or
B) a signed authorisation along with scans of a photo ID, and the credit card must be provided.

3. The email provided a link to immediately cancel the booking. I clicked, perhaps 50 times over 30 minutes. It failed to respond. I will happily forward this to you if required.

4. My wife called Etihad to try to cancel and was told that was not possible.

5. So I provided my wife with a signed credit card authorisation form downloaded from etihad, also included my credit card scan (both sides) as well as a scan of my passport photo page.

6. She was denied boarding at the airport because my credit card wasn't present. I'm told, the check-in staff called Etihad HQ and were told to deny boarding. At no point was the validity of the authorisation form question. She was denied because my credit card wasn't present. Obviously this is contrary to your guidance in the e-mail and on your website.

7. She asked to cancel the reservation and immediately pay on her credit card.

8. She was told there were now no available seats (which obviously raises my suspicions, since how could there be no seats if she was expected to be boarded.)

9. I called Kuwait Etihad but was immediately cut off/they hang up and then left un-answered. This was around 5:15, 45 minutes before close of business. It is Thursday afternoon, but that's not good.

10. My wife asked if we will get a refund and was told by the Etihad representative that they weren't sure.

11. I would like an immediate refund or re-booking asap.

So as I see it, she was denied boarding because you presumably suspected credit card fraud and you are very kindly protecting me from this by taking my money anyway and not providing the service.

Past Form (not this occasion but why I'm not the biggest Etihad fan at the moment.)

12. Just FYI my wife's last experience of Etihad was on Jan 2nd when there was mayhem in your airport due to fog. Understandably, things were hectic but she was repeatedly lied to as to her eligibility for a hotel (she was told she couldn't get a visa several times even though she qualifies for a visa on arrival) so had to sleep in a jam-packed terminal with a two-year old rather than being provided with her statutory rights. Difficult situation I'm sure, but lying to customers is poor form.

13. Small thing. For the Jan 2nd Flight no e-ticket was delivered to my e-mail address and I gave up calling to the offices due to long wait times.

I await you prompt reply. Since my wife and daughter are currently in Korea and would like to come to Kuwait asap.

Regards,

Paul.

[paulewels]

I made the foolish mistake of following the instructions from the internet. As we know the internet is full of misinformation. Take this webpage for
example:

http://www.etihadairways.com/.../eti...6b5f5fd66505dc...

Absolute rubbish apparently.

[Etihad Representative]

Dear Paul,

We are sorry to hear your feedback. Please can you forward your email to us at ********************** so we can look into this for you?

Thanks *DP

[Etihad Representative]

Dear Paul,

We are sorry to hear your feedback. Please can you forward your email to us at ********************** so we can look into this for you?

Thanks *DP