In September I have written an email complaint reference Ref: 112013. On the 10 of October I have received a reply from Neeta Mansharamani, Guest Affair Officer Australia and New Zealand. While I appreciate a response to my complaint I am not happy with the response as I believe this matter was not truly/ and fully investigated given that the reasons stated by Etihad do not seem to be correct. As such I would like this matter revised ASAP and escalated if required.
Firstly, the email states that TAP had made arrangements for me to fly emirates. This is NOT correct. "I" have made arrangements("NOT" TAP "NOT" ETIHAD) to fly with Emitates by leaving the transit area after almost two (2) hours of being at complete loss where to go, what to do and suffering from extreme stress which left me quite ill and on the verge of seeking medical help at the airport. I should also note that I am a cancer patient and had just recently finalized chemotherapy and radiotherapy treatments.
"I" decided to direct myself to the last resort I had come to, which would be to buy a ticket to fly out of Millan ASAP.
Once at the ticketing desk and being quite upset and feeling quite nervous and crying I explained what happened, it was at this time that the Attendant from the sales desk, helped me by transferring me to the Emirates flight.
The fact is that I had "boarding passes" all the way to Australia and regardless what time I arrived, Etihad had the responsibility to ensure all "checked-in passengers" had boarded the flight! In most cases I have witnessed/ experienced other airlines having a few minutes delay waiting for passengers who have connecting flights and in last resort if the flight can no longer wait "someone will stay behind to assist these passengers directing them to alternate flights", in addition to this in all flights I have been the airline offers either "meal vouchers" or "hotel accommodation" if the waiting time is over a certain number of hours, in my case it was "eleven (11) hours"!!!
ETIHAD has FAILLED not only to follow those procedures to the very minimum to show they care about their passengers, but they have now gone one step further and instead of owning to their mistake and offer me some type of compensation, decided to point fingers at TAP.
I didn't miss the TAP flight I missed ETIHAD, and as such I am hoping you can rectify your mistake.
Regards
Fernanda Dias
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