Right this moment, we now have a Reader E-mail from Germany reporting a quite unhealthy expertise with Etihad Airways on a current flight from Munich through Abu Dhabi to Bangkok, the place the airline didn’t adhere to any EC261 guidelines.
Readers are inspired to ship us questions, feedback, or opinions by e-mail, Fb, Twitter, or Instagram. We’ll attempt to cowl them right here a number of instances per week.
We have now lined each our personal experiences and people of readers with numerous Center East-based airways, and sadly, the document isn’t constructive when issues begin to go incorrect.
These ME3 carriers (Emirates, Etihad & Qatar Airways) are nice after they have low fares and all the things goes easily with out delays or cancellations, however as quickly as one thing goes pear-shaped, then all the things falls aside, and this was such a case.
Your entire factor went down final week when Munich Airport needed to shut down twice due to alleged drone sightings close to the runways, and a number of other thousand passengers have been stranded within the late night hours.
Right here is the e-mail from the reader:
Simply had a complete nightmare with Etihad. We’re at Munich they usually closed your complete airport “due to drones” in order that they kicked everybody off the airplane and gave us our baggage once more.
There was ONE floor agent and completely no assist from Etihad. No solutions, no resort, no taxi – nothing in any respect. No EC261 passenger rights leaflet both. Finally, the woman advised everybody to search for a resort on their very own, preserve the receipts, or keep on the airport till midday the following day!
By that point, it was already previous midnight, so it was not possible to guide a resort on-line. I referred to as a couple of accommodations on the airport, however that they had no extra rooms. Lastly, I used to be capable of safe one on the Finest Western Munich Airport for 150 Euro; the Taxi was 55 Euro every manner.
I attempted to contact Etihad through chat to rebook my flight however in keeping with them the flight was nonetheless not within the system as cancelled and my on-line check-in was nonetheless energetic. Finally that was each resolved however there was nothing they might rebook me too they usually refused a rebooking to the direct Thai Airways.
Let’s see tomorrow!
Why am I not stunned? This sounds precisely like Etihad. No employees, no coordination, no customer support.
To be honest, this flight was supposed to go away at 22:30h, and as quickly as they kicked passengers off the airplane, I’d have been instantly on the apps to test for an acceptable resort just like the Hilton on the airport.
When you wait till after midnight, there’s virtually nothing left, and even when you need to name up the resort after which cope with no matter fee they give you.
Two days later, there was an replace:
Alright, subsequent chapter. Again on the terminal at MUC airport and the flight was “rebooked” to the afternoon. We now have a brand new flight quantity, and there was no direct connection to rebook me to. Now I’ve to remain in a single day in Abu Dhabi, and I used to be advised to contact the transit desk for a resort voucher.
I as soon as once more requested in Munich to be rebooked to TG925, however the staff refused. I additionally referred to as the hotline, which opened at 9:00 am, they usually refused as effectively. I suggested them of EC261 they usually stated “nothing I can do about that. You will get a full refund for those who like.”
The flight left at 13:30h and arrived on time in AUH The transit desk supplied me with a switch voucher and a voucher for the ALOFT Resort. Is that this regular for paid Enterprise Class passengers? Others in economic system received the identical.
Now I’m again on the Airport – the flight to Bangkok is as soon as once more delayed as a consequence of a technical defect. As a substitute of 18:50h the flight now arrived previous midnight.
Oh sure, my suitacase wasn’t delivered both.
What an entire cluster$*%^, however as soon as once more, is there actually a shock right here? No. Etihad’s customer support is completely abysmal.
The THAI Airways ticket would have price an extra 1,200 EUR RT. I’d have simply bought that after which sued Etihad. They do have an obligation of care underneath EC261, and that features rebookings. The truth that MUC Airport was closed as a result of drones solely impacts paid compensation however not the obligation of care, which incorporates accommodations, meals, transfers, and rebookings. Etihad declined all of this.
No less than in Abu Dhabi, the passenger received a resort and a switch. However is the Aloft acceptable? Even underneath the official Etihad Stopover program, he may have booked a greater resort.
I additionally checked his flight, and he certainly arrived after midnight with greater than 36 hours delay. So far as compensation goes, Etihad wouldn’t be answerable for the 600 EUR fee had the airline adopted the principles after which operated flights on time.
However since they principally began a brand new itinerary the following day and delayed the passenger once more by virtually 6 hours as a result of faulty airplane in Abu Dhabi, they’re now on the hook for the complete quantity.
The shopper despatched in his criticism with the demand for reimbursement of all resort/switch prices and the EC261 comp of 600 EUR for the delay incurred on the transit level after the brand new ticket began.
Etihad apparently doesn’t see it this manner:
Pricey Passenger,Thanks for writing to us about your flight EY128 from Munich, which was delayed as a consequence of Munich Airport closure. We perceive that this induced a knock-on impact to your journey plans and we apologise for inflicting a delay to your journey.
Whereas we acknowledge your request for compensation, because the delay resulted from circumstances past our management, the case sadly doesn’t qualify for compensation.
With regard to your request for reimbursement of additional bills, we want to give you EUR 261. This fee shall be made by financial institution switch and the quantity will mirror in your account inside 30 working days.
Alternatively, we want to give you an Etihad Credit score Voucher of EUR 352. This may be redeemed on our web site and can be utilized by you, your loved ones, and pals for future Etihad flights or extras like upgrades, seats and baggage. The credit score is legitimate for 12 months and shall be out there as quickly as you settle for our supply.
To provoke the fee, please click on the hyperlink under and observe the directions to pick your most popular possibility. When you want to settle for the Etihad credit score possibility, please signal the Etihad Credit score consent kind electronically.
Please reply to this supply by 11/11/2025 1:47 PM (Gulf Normal Time): Click on right here to proceed.
Whole lies. They’re completely responsible for the 600,00 EUR EC261 compensation as a result of the AUH-BKK flight was delayed as a consequence of a technical error, and the passenger was delayed by virtually 6 hours.
The ticket began anew following the cancellation with new flight numbers. And even underneath that new itinerary, not taking the preliminary 24h misplaced time under consideration in any respect, the delay was so vital that the passenger is entitled to EC261 compensation.
I suggested the reader to present them yet another probability to pay, after which give it to an lawyer in Germany to pursue. Etihad Airways doesn’t take part within the Ombudman system in Germany (shock, shock):
Emirates does take part, however Etihad doesn’t, so the one approach to go after them is by hiring a lawyer.
That is actually an issue, and I’ve it time and time once more, these ME3 airways fully collapse for those who run into irrops. They flat out refuse to offer any help even when the regulation mandates it. Their response is solely to disregard you, and if you wish to get something, then you need to sue them.
That is true for each outstations and their hub airports within the Center East. No person there has any curiosity or authority that can assist you. It’s principally company coverage to simply deal with passengers like cattle, it doesn’t matter what class of service you’re touring in.
Conclusion
Our reader has a really disagreeable expertise with Etihad Airways and that is nonetheless an ongoing matter because the compensation request underneath EC261 was partially denied.
Eithad was not answerable for the preliminary airport closure, and neither the passenger nor I’d have anticipated EY to be held liable past the obligation of care companies (none of which they supplied as legally mandated). However when the following itinerary incurred a delay once more, they maneuvered themselves into legal responsibility.
It will most likely flip right into a compensation clinic down the road, I’d guess it’ll finally undergo authorized companies to assert the compensation due.
Have you ever had an analogous expertise?
Supply
