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Etihad Airways – hidden service charge

  • City: Doha
  • Listed: March 2, 2011 4:09 am
Etihad Airways – hidden service charge

Description

I had made an online reservation with the “world’s leading airline” Etihad Airways to visit Pakistan to attend a friend’s wedding party travelling from Doha. Unfortunately the celebrations were postponed and I ended up calling Etihad office in Doha to request for a cancellation. Here’s how the conversation went:

Me: Hi – I would like to cancel a reservation
Agent: Ok Sir, what is the ticket number or booking reference?

Me: The ticket number is 123456789
Agent: Ok got it. Mr. XYZ, are you sure you want to cancel this??

Me: Yes I am sure. Please cancel it. The cancellation charge is just QR150, correct?
Agent: Let me check for you Sir. … can I put you on hold?

[ put on hold, and the music is terribly loud that I have move the handset away from my ears ]

[ 3 mins have passed ]

Agent: Sir, thank you for your hold..
Me: No problems
Agent: Sir , the total charge is QR230.

Me: 230? How so? While making the reservation it was clearly indicated that the booking penalty is only QR150.

Agent: Sir, yes it is QR150 but additional QR80 is service charge.
Me: Why was I not informed about the service charge at the time of booking by the online system??

Agent: Let me check….

[put on hold and having to near the terrible inaudible loud music]

[ 2 mins passed]

Agent: Sir, thank you for your hold. The total penalty is QR230. 150 for cancellation and 80 for service charge.

Me: [ thinking its no good talking to the agent as she is going to keep repeating the same] Just cancel my booking please.
.
.
.
.
I hung up and decided everyone should know about this before making another booking online with Etihad!!

I am attaching the penalty details here for reference. Etihad just lost a loyal customer thanks to this!

Penalties:

1 – PSGR P1 ADT RULES DISPLAY
FARE COMPONENT 1 ADT DOHLHE EY EOWQA9 PU 1 S
FCL: EOWQA9 TRF: 901 RULE: WBQA BK: E
PTC: ADT-ADULT FTC: XOX-ONE WAY SPECIAL EXCURSION
PE.PENALTIES
BASE FARE
BETWEEN DOH AND PAKISTAN FOR EOWQA9 TYPE FARES

CHANGES

CHARGE QAR 150 FOR REISSUE/REVALIDATION.
WAIVED FOR ILLNESS OR DEATH OF PASSENGER OR FAMILY
MEMBER.
NOTE –
1 CHANGE FREE AND ANY
SUBSEQUENT DATE CHANGE PERMITTED AT THE ABOVE
CHARGE.

CHANGE FEES MUST BE CODED AS XP IN THE TAX FIELD.
—————————————
*TY*
>
CANCELLATIONS

CHARGE QAR 150 FOR CANCEL/REFUND.
WAIVED FOR ILLNESS OR DEATH OF PASSENGER OR FAMILY
MEMBER.
NOTE –
THE ABOVE CHARGE APPLIES FOR UNUSED TICKETS.

OFFICIAL DOCUMENTATION REQUIRED IN THE CASE OF
DEATH OR ILLNESS OF PASSENGER/FAMILY MEMBER
———————————————–
PASSENGER WILL BE TREATED AS NO SHOW IF ANY CHANGE
/CANCEL REQUEST IS MADE WITHIN 12HOURS BEFORE
DEPARTURE OF FLIGHT/AFTER DEPARTURE OF THE FLIGHT.
CANCELLATIONS PERMITTED FOR CANCEL/REFUND.
NOTE –
REFUND PERMITTED FOR PARTIALLY USED TICKETS
AFTER DEDUCTING ONE WAY.

CHARGE QAR 150 FOR NO-SHOW.
WAIVED FOR ILLNESS OR DEATH OF PASSENGER OR FAMILY
MEMBER.
NOTE –
>
NO SHOW CHARGE IS NOT APPLICABLE FOR INFANT
WITHOUT A SEAT.
——–
OFFICIAL DOCUMENTATION REQUIRED IN THE CASE OF
DEATH OR ILLNESS OF PASSENGER/FAMILY MEMBER
———————————————–
PASSENGER WILL BE TREATED AS NO SHOW IF ANY CHANGE
/CANCEL REQUEST IS MADE WITHIN 12HOURS BEFORE
DEPARTURE OF FLIGHT/AFTER DEPARTURE OF THE FLIGHT.
*TY*
>

Surcharges:

1 – PSGR P1 ADT RULES DISPLAY
FARE COMPONENT 1 ADT DOHLHE EY EOWQA9 PU 1 S
FCL: EOWQA9 TRF: 901 RULE: WBQA BK: E
PTC: ADT-ADULT FTC: XOX-ONE WAY SPECIAL EXCURSION
SU.SURCHARGES
BASE FARE
BETWEEN QATAR AND AREA 3

IF INFANT UNDER 02 WITHOUT A SEAT.
ORIGINATING QATAR –
A FUEL SURCHARGE OF USD 9.62 FARE COMPONENT WILL BE
ADDED TO THE APPLICABLE FARE.

ORIGINATING AREA 3 –
A SURCHARGE OF USD 6.50 FARE COMPONENT WILL BE ADDED
TO THE APPLICABLE FARE FOR TRAVEL.

OTHERWISE
ORIGINATING QATAR –
A SURCHARGE OF USD 13.50 FARE COMPONENT WILL BE ADDED
TO THE APPLICABLE FARE PER ADULT/CHILD/INFANT FOR
>
TRAVEL

ORIGINATING AREA 3 –
A SURCHARGE OF USD 6.50 FARE COMPONENT WILL BE ADDED
TO THE APPLICABLE FARE PER ADULT/CHILD/INFANT FOR
TRAVEL.
*TY*
>

Ad Reference ID: 2944d6dbee04c321

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