Extremely Disappointing Experience with Etihad Airlines

I am writing to express my dissatisfaction and frustration with the service I received from Etihad Airlines on 8 October 2024 for flight EY542 from Istanbul to Johannesburg, departing at 14:45.

Despite checking in online the night before and receiving a boarding pass, my family and I were not allowed to board the flight. We arrived at the airport at 13:00 and were at the counter by 13:35 after struggling to find it. We provided all necessary documents to the airline’s representative, who proceeded to capture them. She then allowed us time to wrap our luggage, which we did, returning by 14:10.

Upon our return, to our dismay, we were told that the gate had closed and our luggage could no longer be accepted. I attempted to speak with the supervisor, explaining that we had already checked in and requesting an exception, particularly since we were travelling with a 4-year-old child. Unfortunately, the supervisor was unsympathetic and refused to assist, leaving us stranded with no alternative but to book a flight later that evening with Emirates, forcing us to stay at the airport for several more hours.

I am incredibly disappointed with the lack of care, empathy, and support demonstrated by your staff, especially given that we were travelling with a young child. I was confident we could have reached the gate within minutes, especially with the kid's passport priority check. However, your team showed no flexibility or willingness to assist.

As a frequent traveller, this experience has left me with no intention of flying Etihad again. I hope you take this feedback seriously and make the necessary improvements to avoid subjecting other passengers to such treatment in the future.