Their Customer Service is shocking — to the point of being non-existent

Their Customer Service is shocking — to the point of being non-existent. I had baggage that was delayed — on two separate international flights my whole family’s baggage didn’t arrive. After months of trying to get the compensation stipulated on their website, they finally agreed to pay and sent me a form to complete. Now, 2 months later I am still struggling as they have just ignored the form and no payment has been made. This compensation is clearly stipulated on their website and should have been paid immediately the baggage was delayed for more than the stipulated period. They don’t answer phones, message or anything. They don’t even reply to the emails I have sent to the people who approved the compensation. Apparently they lose or misplace international luggage on a regular basis. So this is a warning to anyone flying with ETH — make sure you are prepared to lose your luggage - make sure you have adequate insurance. Because dealing with ETH is a nightmare.