Etihad lost baggage process

[aaronm]

Travelled FRA-AUH-SYD on the weekend, somewhere along the way my bag was lost and didn't arrive in SYD. Loss has been reported but no contact from the airport or Etihad since. Anyone on the forum know how long I might be waiting to be reunited with my gear, or what to expect from Etihad's lost baggage process?

 

[magicpies]

Did you get a lost baggage reference number when you reported it missing? I guess it should be something like SYDEYxx_xx

You can then use this site to check on the status: http://www.worldtracer.aero/filedsp/ey.htm

I used it recently when my partner's baggage got lost and the site provided some useful info like which flight the bag ended up on and when it was scanned in SYD (although that was with QF).

Good luck!

 

[aaronm]

Thanks. I just got a call from Etihad with the reference (was in a hurry to catch a connecting flight so had to drop the paperwork and run last night). A search at that link reveals "TRACING CONTINUES. PLEASE CHECK BACK LATER." Just have to wait and see I guess.

The guy on the phone told me that there is quite a bit of delayed baggage at the moment so something of a backlog in getting it delivered. Have heard a few stories of people missing their baggage with EY lately, makes me wonder if this is systemic.

 

[Zinger]

I flew Etihad CDG-AUH-SYD arriving on Thursday morning to find my priority tagged luggage not on the conveyor.

The lost bag desk were very apologetic and helpful and told me my bag was still in AUH. They offered me $82 in compensation as I was booked on a connecting flight.
I checked the bag tracer website several times a day to be told 'Tracing continues. Please check back later.'

On Sunday morning I was phoned by an airport shuttle bus driver to say he had my luggage outside my residence. Unfortunately there was no notification of this beforehand and I was not home to receive it.

Although I appreciate the bag being returned in a relatively timely way, notification of its return would have been appreciated.

Best of luck.

 

[aaronm]

Just to close this out, lost bag was delivered last night. Intact, with "priority" tag still attached. Menzies Aviation (Etihad's baggage handlers) were very professional - called me beforehand to make sure I'd be home, and turned up when they said they would. Still makes me nervous about flying with Etihad again anytime soon, based on a few stories I've heard they seem to have a poor track record with regard to delayed luggage.

 

[AnthFlyer]

We too just arrived in Melbourne, from Europe, only to find luggage didn't make it past Abu Dhabi. Was delivered to our home 6pm following day.

 

[Blackswan]

I flew PER-MEL-AUH-AMS last month in J on EY. My suitcase failed to arrive in AMS. Swissport handle baggage issues at AMS, and they gave me 110 Euro to buy necessities.

The contacts at Swissport AMS were great - they called me every day with an update (basically to tell me that EY in AUH were not responding to his emails). He was more frustrated than I was. Day four, turned they discovered that my bag was sent to Hyerdabad. It end up being delivered after six days.

I get the feeling that whilst EY put a lot of attention into onboard service, ground services and support is sorely lacking.

 

[Pleb Status]

I get the feeling that whilst EY put a lot of attention into onboard service, ground services and support is sorely lacking.

I think this is true for all of the ME3 (with the possible exception of EK, where the on board service can be very average as well).

 

[boomy]

EY is great airline in terms of hard and soft onboard products BUT their ground service is truly SHOCKING.
As one of their CSMs onboard said: "Their mentality is, go to work do the bare minimum and go home". It is very true, they just don't care about the pax, it doesn't matter if you fly Y or F, if you're a nobody or EY Gold member, everyone get the same treatment.

On a recent flight BNE-MEL-AUH-LHR-TXL my luggage was lost somewhere between BNE and AUH. EY blamed QF and vv. Bottom line while staying in AUH I tried to reach EY for help but nothing, they couldn't care less. QF on the other hand (the P1 team to be accurate) kept me updated with phone calls and emails twice daily.

EY customer service is very bad, staff not well informed and they don't let you speak with supervisor! Baggage services at AUH airport never answer the phone so there is no one who can help and provide updates. When I asked them to call me back with updates was told customer service can't call overseas numbers and they don't send emails regarding baggage issues so there is basically no way to know when the luggage will arrive. The only way to get an idea is via WorldTracerWeb which is far from being an accurate source.

When finally arrived to Berlin I thought great, now I can deal directly with AB. German airline should have better customer service right? Wrong! Their baggage service was even worse!

In conclusion, EY are great, as long as all goes to plan.

 

[surpher]

Flew MLB - AUH - BEG - LJU on two different tickets so we had a day in AUH. But we did check the bags in MLB all the way through so we didn't have to deal with them in AUH. Arrived in LJU but no bags. They found them within 24h, placed on the plane and got delivered to the door exactly 52 hours later from the time we landed.

 

[Danger UXB]

EY are 2 from 2 with my bags. A perfect strike rate with lost baggage. Flew to ZRH from MEL in F landed sat am. It's now mon am and still no bag although they have promised it will arrive today. Skiing in the alps without your own ski gear in -10 takes a little shine off the trip. DNATA bagge handlers gave me 70 CHF which doesn't go far here. I wonder if they can keep up their perfect record for the trip home on Friday !!!