To Whom It May Concern, @Etihad
I traveled to India in October 2025, with a return ticket to Toronto scheduled for November 10. Sadly, during my visit, my father passed away, requiring a change in my flight plans to attend his funeral. Despite submitting all necessary documents, including a government-issued death certificate, I have yet to receive any communication from your team regarding my case.
Supervisor Ahmed Abdul Karim assured me a resolution within three days over a month ago; no follow-up has occurred. On March 17, I received a call from Etihad, but the caller failed to provide any case status update. Despite leaving feedback, I was never given a case ID to track the status of my issue online. I specifically requested Ahmed to communicate via email or leave a detailed message on my phone regarding the status of my case, yet neither was done.
Yesterday, I contacted your call center again, only to be told the same unfulfilled promise by agent Sayed Mehran that a supervisor would return my call within three hours—which did not happen.
It is unacceptable for a major airline to exhibit such disorganization and lack of accountability. How can you fail so severely in coordinating internal departments? As a grieving customer with legitimate reasons for rescheduling, I am appalled by the unnecessary complications, delays, and hours wasted without resolution.
I demand a full refund for the utter incompetence shown in managing my case and the distress caused. Your handling of this situation leaves a profoundly negative impression.
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