After 2 years, Etihad to pay AED 4,896 compensation for Hyderabad-Dubai-New York flight cancelled in 2021

Photo credits: Wikimedia Commons

After a two-year hiatus, Etihad Airways is now having to pay for a COVID-19-related cancellation. The Hyderabad Consumer Court has issued an order requiring the airline to compensate a passenger whose flight from Hyderabad to New York, via Dubai, was cancelled due to the pandemic in 2021.

A legal problem solved: the court’s verdict

The court ordered Etihad to pay Rs 1,11,248 to the affected passenger. This sum includes the full cost of the ticket plus an interest rate of 9%, calculated from the date of cancellation. The order also adds an additional Rs 20,000 as compensation for the passenger’s inconvenience. Etihad must comply within 45 days from June 27 or pay an additional interest of 3%.

The court did not stop there. It also ordered Etihad to cover Rs 10,000 crore in legal costs. The airline now has to perform a financial dance and time is running out. Failure to comply with these provisions will result in additional financial penalties, adding to the airline’s existing woes.

Also read: Etihad flights to Shanghai suspended for a week after passengers test positive for Covid-19

The path of the complaint

The traveller had purchased his tickets from Etihad’s Mehdipatnam office for a journey from Hyderabad to New York, with a stopover in Dubai via Abu Dhabi. After the flights were cancelled, the passenger made several attempts to get a refund or reschedule the tickets. Frustrated by the lack of response, he filed a complaint with the consumer forum in February 2021.

Etihad defended itself by claiming that the passenger missed the extended deadline for refunds or rescheduling, which was postponed from October to March 2022 due to COVID-19. However, an email from May 2022 surfaced, showing that the passenger had indeed contacted Etihad customer service within the allowed time frame.

The court’s decision underscores the need for airlines to communicate clearly and resolve customer complaints quickly. Etihad’s failure to respond quickly to passenger concerns led to this legal tangle, highlighting a gap in their customer service protocols.

Conclusion

Etihad Airways must now pay Rs 1,11,248 plus interest and additional compensation, as ordered by the Hyderabad Consumer Court. This case highlights the importance of airlines living up to their commitments, especially in exceptional circumstances. The passenger’s persistence has paid off, ensuring justice for those facing similar issues.

This decision is a reminder to all airlines of the critical importance of customer service and timely communication. The passenger’s victory not only brings financial relief, but also sends a message to other travellers that perseverance can lead to justice. Etihad now has a responsibility to rectify this mistake and ensure that future passengers do not face similar problems.

Cover image courtesy of Wikimedia Commons

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