[Resolved]  Etihad Airways — Not honoring terms of sale.

Address:	Etihad airways
Website:	etihad.ae

This is in reference to a flight booking with Etihad Airways and the consequent malicious practice of Etihad in honouring their terms, resulting in huge losses to me.

In August 2021, I had booked a business class flight with Etihad Airways from Delhi- Toronto for INR 1.51 Lakhs. At the time of booking the flight I was informed by Ms. Khatija at customer service that upon cancellation of this flight, I will receive the entire amount in a travel bank, which will remain valid for 2 years (until August 2023), along with $400 USD and 5000 guest miles (Confirmation of booking attached). Recently, I wanted to use a portion of my travel credit and to enquire about the travel credit I had, I emailed etihad travel bank and to my utter shock, was informed that my travel credit is valid for 365 days from the date it was issued and is expiring on September 30, 2022. I distinctly remember being told at the time of booking my business class ticket from DEL-YYZ that the travel credit will remain valid for at least 2 years (I also have an audio recording of my conversation with an Etihad customer service agent Khatija, from the time of booking, as proof (attached). In fact I was also told that I will receive an additional 5000 miles and $400USD at the time of cancellation, which I never received. Reducing the validity of the travel credit by 1 year is absolutely unacceptable and extremely unethical and amounts to misrepresentation by customer executive named Khatija at the time of booking. I have sent more than 10 emails to [protected]@etihad.ae and [protected]@etihad.ae and spoken to the customer service executives, on call multiple times over the last 1.5 months despite having to wait on hold for 2 hours+ and have received no resolution from anyone at Etihad. I am extremely dissatisfied with the service. I have been a frequent flyer with Etihad for years and trusted Etihad basis information provided when I booked my Business class ticket, which I had to cancel due Covid. Etihad cannot unilaterally change the validity period now. Please have it reinstated to the 2 year validity period at the earliest and also credit 400 USD and 5000 miles as promised at the time of sale of ticket, otherwise it will amount to misrepresentation. We requested etihad to please call on +91 [protected] to resolve this at the earliest possible but no luck.

I have also made complaints and registered my grievance on consumerhelpline.gov (grievance number- 3703782, and Airsewa (ID : FN146019).

I am now unsure of how to proceed since my travel points will lapse in the next 1 month and I will lose INR 1.6 Lakhs without any fault of mine.

Request you to please help resolve and get Etihad to return our travel bank money or comply with their promise of 2 years validity of the travel bank and also credit 400 USD and 5000 miles as promised at the time of sale of ticket.