Etihad Airways review by Eduardo Araujo

Dear AirlineRatings.com Team, I am writing to share my deeply disappointing experience with Etihad Airways, which has left me feeling frustrated, disrespected, and undervalued as a passenger. Despite providing all necessary documentation and evidence, Etihad has refused to offer fair compensation for damage to my checked baggage, violating my rights under the Montreal Convention (1999). Here is a summary of what happened: Incident Details: On January 22, 2025, I traveled with Etihad Airways and checked in a brand-new suitcase. Upon arrival, I discovered that the suitcase was severely damaged while in Etihad’s custody. Claim Filed: I immediately filed a baggage damage claim with Etihad, providing: Photos of the damaged suitcase. A detailed damage report. Proof of purchase for the suitcase, including an authentic receipt issued in Argentine pesos (ARS 324,998.70, equivalent to approximately 295 EUR). The receipt includes a QR code and a CAE number issued by the Argentine tax authority (AFIP), confirming its authenticity. Etihad’s Response: After over 40 days of delays, Etihad offered me USD 50 or a USD 75 voucher, which is far below the actual value of my loss. They claimed my receipt was “inauthentic,” despite it being a valid, government-verified document. Etihad has ignored my repeated requests for a fair resolution, acting in bad faith and violating my rights as a passenger. My Rights Under the Montreal Convention: Under Article 17(2) of the Montreal Convention, Etihad is liable for damage to checked baggage that occurs while in its custody. The convention sets a compensation limit of 1,288 SDR (approximately 1,500 EUR), and I am entitled to a fair reimbursement that reflects the actual value of my loss (295 EUR). Etihad’s refusal to honor this obligation is a clear violation of international law. Lack of Accountability: This situation has caused me significant stress, inconvenience, and financial loss. I trusted Etihad with my belongings and expected a level of service that reflects the airline’s reputation for excellence. Instead, I have been met with incompetence, disrespect, and a blatant disregard for my rights. Why I Am Sharing This Experience: I believe it is important to hold airlines accountable for their actions and to inform other passengers about their rights. I hope that by sharing my story, I can prevent others from experiencing the same frustration and disappointment. I have attached all relevant documents, including: Photos of the damaged suitcase. The damage report filed with Etihad. Proof of purchase (receipt with QR code and CAE number). Correspondence with Etihad. I trust that AirlineRatings.com will take my complaint seriously and use it to highlight the importance of fair treatment and accountability in the aviation industry. Thank you for your attention to this matter. Sincerely, Eduardo Araujo