Etihad Airlines — Lack of Transparency and Unfair Baggage Policy

Details of the Complaint:

I am filing this complaint against Etihad Airways regarding my recent booking (ID: 7TMTHU), made on behalf of my parents, both senior citizens above 65 years of age.

Despite booking the entire journey through Etihad Airways, we faced significant issues related to lack of transparency about baggage rules, resulting in financial loss and severe mental distress for my parents.

Issue Summary:

After booking, I was informed by Etihad customer care and through their official Instagram response that, since the itinerary included partner airline flights, additional baggage could not be purchased online in advance. Instead, passengers were required to pay for extra baggage directly at the airport check-in counter.

This information was never disclosed during the booking process, nor was it mentioned in the terms and conditions. As the booking was made via Etihad, we reasonably expected uniform baggage policies and the ability to pre-purchase baggage for the entire journey.

Consequences Faced:

Financial Loss:
At the airport, my parents were charged an exorbitant amount of INR 21, 121 for just 5 kg of excess baggage. Due to the high rates, they had to discard an additional 5 kg of personal belongings, resulting in further loss.

Emotional and Physical Distress:
The unexpected expense and confusion caused severe mental trauma to my elderly parents. My father’s blood pressure spiked during the incident due to the stress and uncertainty at the airport.

Misleading Communication:
Etihad had recently sent promotional emails claiming that online baggage purchases can be made at up to 65% lower fees compared to airport rates. However, this benefit was denied to us due to the partner airline restriction — a fact that was not disclosed beforehand.

Unclear and Incomplete Information:
The lack of a clear disclaimer during booking about partner airline baggage restrictions constitutes misleading and incomplete disclosure. Had we known, we would have opted for a business class ticket (approx. INR 33, 000) which included a 40 kg baggage allowance for the entire trip — a far better value.

Relief/Resolution Sought:

I request the following actions from Etihad Airways:

Refund or partial compensation for the amount of INR 21, 121 paid as excessive baggage fees.

A formal acknowledgment and apology for the mental trauma and distress caused to my parents.

Assurance that Etihad will clearly disclose baggage restrictions for all partner-airline bookings on its platform in the future.

Conclusion:

Etihad’s lack of transparency and misleading communication constitute unfair trade practice under the Consumer Protection Act, 2019. This incident not only caused significant financial loss but also led to health-related distress for senior citizens.

I therefore request the authorities to take appropriate action and direct Etihad Airways to provide fair compensation and ensure transparency in future transactions.

Booking ID: 7TMTHU
Etihad Case Reference:[protected]
Amount Involved: INR 21, 121
Date of Incident: 29/08/2025
Place of Incident: Bengaluru International Airport