In December, I was denied boarding by Etihad with my pet - despite preparing according to the guidelines published on their website and confirming requirements over email. I was then made to pay over £1,288 for a new ticket. Five months later, I’m still chasing accountability.
Before my flight from London to Abu Dhabi, I reviewed Etihad’s pet travel policy in detail - including the listed carrier dimensions - and communicated extensively with their Pet Team. Despite multiple emails, their responses were inconsistent, often incorrect, and showed a clear lack of understanding of the DEFRA certificate process. Each time I clarified the legal requirements, someone new would reply and overlook what had already been explained.
At the airport, I was told the carrier was too small - not based on measurements, but on my pet’s ability to stand and turn around. When I referred to the website dimensions, I was informed there are no specific ones, and that carrier approval is ultimately discretionary. The contradiction between what’s stated online and what’s enforced in person left me with zero clarity.
Check-in was closing. I was unable to reach the Pet Team directly, and I had time-sensitive paperwork that risked becoming invalid (DEFRA certificates must be signed within 24 hours of travel by the vet). Etihad staff at the airport couldn’t confirm if my pet would be accepted the next day, and no one on the phone could provide clear answers.
Under pressure, I paid for a new ticket at the airport - assuming the issue would later be reviewed and resolved fairly.
After the flight, I filed a full complaint. It went ignored for more than three months, despite multiple follow-ups. Eventually, I received a single response - offering only a refund for an extra legroom seat I had purchased (and then later denied upon check-in), with no acknowledgment of the larger issue. I replied asking for a fair resolution - and that follow-up was also ignored for over a month.
On May 8, after being told by a customer support agent that my case had been closed, I requested to escalate. A supervisor then joined the call, apologized profusely, acknowledged the mishandling, and personally committed to escalating the case and following up with me. I never heard from her again.
On May 26, I followed up once more - only to be told that the case had long been closed and there was no record of any escalation. I requested to speak to another supervisor, who assured me he would investigate who I had spoken to on May 8 and provide an update. He told me I didn’t need a new reference number, that I would be contacted the same day or by the following day at the latest, and that I could call back and ask for him directly. I never heard back.
When I followed up again on May 27, I was told:
– “We have no access to the name of the person you spoke to.”
– “They shouldn’t have told you to ask for them by name - that’s against policy.”
– “The case has already been closed and resolved.”
– “You’ll need to start a new complaint.”
Later that day, I was transferred to a supervisor at a different call center. She informed me that none of the assurances I had been given by previous supervisors could actually be honored - because call center supervisors hold no authority to escalate or resolve cases. The only thing she could do was open a new complaint.
I declined, and said that after months of being misled, dismissed, and given false assurances, I could no longer continue down a path that has proven unaccountable.
This situation has cost me significant stress, time, and financial resources - and reflects a complete breakdown in coordination, communication, and care from an airline that positions itself as world-class.
I'm happy to share the full correspondence, timelines, and reference numbers. Etihad has recorded calls that can easily verify everything I’ve stated here. They’ve simply chosen not...
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