Stranded, Ignored, and Betrayed: Ethiopian Airlines’ Customer Service Nightmare
Why This Airline Is the Last Choice You Should Make for Your Holiday Travel
Imagine standing at an airport, anxiously awaiting a call from a loved one who is finally coming home—suddenly, your phone rings—they are panicked, telling you they have been denied boarding. No explanation. No warning. Nothing. This happened to my elderly mother, a woman in her 80s with limited mobility, who Ethiopian Airlines inexplicably refused to board her long-awaited flight from Accra to Atlanta on August 17, 2024. A nightmare followed: an appalling customer service experience that left her stranded in Ghana while the airline ignored our pleas. If you are considering Ethiopian Airlines, especially for the holiday season, heed this warning: their customer service ranks among the worst in the industry. They operate with no accountability, no empathy, and no respect for the people who trust them.
The Shocking Refusal: Abandoning an Elderly Passenger
My mother had been planning her visit to the U.S. for months. We booked her Ethiopian Airlines flight, code CFNFQS, scheduled for August 17th, and even arranged for their “Meet and Assist” service, designed to offer wheelchair assistance and attentive care for elderly passengers. Every detail was prepared, every arrangement secured—or so we thought. But when she arrived at Kotoka International Airport in Accra, Ethiopian Airlines’ supervisor, (Edward A. Parker), blocked her from boarding. His vague reasoning? “Medical reasons”. However, he never explained further, nor did he provide any documentation or reach out to the family member who booked her ticket.
The airline’s silence was chilling. Ethiopian Airlines had both my contact information and the option to explain why a paying, elderly customer with limited mobility was suddenly unfit to board. Yet they did nothing. No call, no email, no apology. Their complete disregard for my mother’s distress in Ghana went beyond poor customer service. It was inhumane.
Desperate for Answers: Two Months of Silence
In the aftermath, I contacted Ethiopian Airlines repeatedly, reaching out through every possible channel: emails to their CEO, messages to customer service, and calls to their Accra airport management. Surely, I thought, they would want to address such an egregious oversight. I was wrong.
Weeks turned into months without a single response. The silence was deafening. Initially, I connected with Mrs. Meron Masresha, the Team Leader at Ethiopian Airlines' Global Customer Interaction Center at Bole International Airport. She forwarded my complaint to Mr. Abiy Solomon, the Accra Airport Services Manager, who even requested my nephew’s contact details to discuss the incident directly. After I provided them, Ethiopian Airlines vanished once again—no follow-up, no email, no acknowledgment. It was as though my mother’s traumatic experience did not exist.
A Blatant Breach of Trust
This debacle extended beyond a simple inconvenience; it shattered the very foundation of trust. Ethiopian Airlines’ refusal to respond or provide even basic compensation reveals their blatant disregard for their customers. Their policies state that denied boarding compensation applies when a passenger meets all check-in requirements and is refused boarding for reasons beyond their control. My mother fulfilled every requirement, yet received no compensation, no refund, and no answers. Ethiopian Airlines provided no proof of her alleged “medical reasons”, nor any documentation that justified their actions.
For an airline to deny an elderly passenger boarding under the guise of “medical reasons” without informing the family member who arranged the trip—and who explicitly paid for her assistance—is not only negligence; it is a betrayal of trust. This was not a minor mishap or an accidental oversight; it was a calculated decision to evade accountability.
Travelers Beware: Ethiopian Airlines Poses Unacceptable Risks This Holiday Season
As the holiday season approaches and families plan to reunite, Ethiopian Airlines’ shocking lack of responsibility should serve as a critical warning. This airline should be the last option for anyone who values safety, reliability, and respect from their travel provider. If they can abandon an elderly passenger without so much as a phone call, imagine how they might handle an emergency.
Are you ready to risk being left stranded with no support and no explanation, far from home? With Ethiopian Airlines, you are gambling with more than just your time or money—you are risking your peace of mind.
A Company Without Conscience: Ethiopian Airlines’ Culture of Neglect
Mistakes happen; any seasoned traveler knows this. But when a company goes silent in the face of a serious mistake, it is not just poor service, it is a glaring lack of conscience. Ethiopian Airlines’ refusal to communicate with me, coupled with their utter failure to follow through on their promises, shows a disturbing lack of respect for their customers. Ethiopian Airlines does not just lack empathy; they operate as though customers are disposable. If anything goes wrong, you are on your own.
Conclusion: Protect Your Peace of Mind—Choose Another Airline
The holiday season is meant for family, joy, and peace. Do not let Ethiopian Airlines turn it into a nightmare. This company has proven that it does not honor its commitments, does not communicate openly, and does not treat its customers with even a shred of respect.
Before you book your next flight, consider this: are you willing to risk being left in the lurch, with no assistance, no explanation, and no recourse? This is not just a story about poor customer service, it is a cautionary tale of a company that operates with complete disregard for its customers. Fly Ethiopian Airlines at your own risk.
Thank you
Amadu Seidu
[email protected]
