LOST IN TRANSIT

I am still seriously cranky aboutut Etihad Airways’ claims process and the lack of reimbursement for lost baggage ggage as promised in a Facebook response on April 29, 2016, and a subsequent ent email, after the airline lost my husband’s wheelchair footplates during the transfer of the chair from one plane to another during our connection.n.

We flew in business class from om Sydney in April 2016, with a connecting flight on to Amsterdam. When n the wheelchair was brought out, the footplates were missing. We registeredegistered a lost luggage claim after Amsterdam Schiphol’s ground staff searchedhed the luggage hold to no avail.

As my husband has a muscle le weakness disorder and cannot walk, spending five weeks holding his legs up from the ground when seated in a wheelchair is pretty impossible,ssible, so we rang Etihad customer service twice at great expense, completed eted paperwork over the phone with them, and then heard nothing.g. After four days, I wrote a Facebook post to the airline, saying that they should be ashamed, to which we receiveded an apology, urging us to put in a claim.

In May 2016, they emailed to ask us to buy more footplates – which are only available in Australiaustralia – and that they would reimburse us. We had to get our son to drive miles iles to purchase some and post them via DHL and then hope they arrived before efore we moved on again.

On our return to Australia in June, I sent off all of the paperwork with receipts for AU$330 (£190) and d sent it to Etihad’s Sydney office as requested. No word since. I emailed themm again in October and not a peep. No money has been deposited in our account. ount.