I’m always happy to share my take on travel complaints, and I try to call ’em as I see ’em. Sometimes I think airlines act completely out of line, sometimes I think consumers are a little unreasonable, and sometimes complaints just reflect some of the unfortunate realities of the industry. So, here’s an interesting case…
In this post:
Traveler furious after being “denied boarding” by Etihad mid-journey
A Twitter/X user tagged me in his complaint about a journey on Etihad from Brussels (BRU) to Abu Dhabi (AUH) to Melbourne (MEL), where he was traveling in business class with his 11-year-old son. While he only tagged me in this within the past day, he has been literally posted about this dozens of times over the past couple of weeks, starting from the time of the flight.
The claim seems to be that he was denied boarding mid-journey, with no justification, no explanation, no compensation, and no assistance.
The traveler now claims to be “launching a structured collective legal action that anyone affected can join,” which will be of “international scale,” and he’s citing everything from the Montreal Convention, to legal obligations toward minors, and he’s seeking “financial and moral compensation.”
He claims to have already created a legal case file, and has submitted reports to authorities in Belgium, France, the UAE, IATA, EASA, Skytrax, European dispute platforms, and more.
He claims that when “you mess with the wrong passenger, you face the consequences.” And he even claims to have thrown away his return ticket in Etihad business class, and booked another airline, because he refuses to fly with the airline again.
He also responds to most Etihad social media posts, trashing the airline. Then they respond to him and ask him to send a DM, which he refuses to do, stating he has no obligation to enter their internal system, and that “you have been fully informed of the situation, the deadlines, and the consequences.”
What actually caused this Etihad issue, though?
I’ve gotta be honest, I get annoyed when people only tell part of the story. Like, I understand wanting to make the airline look bad, but it’s hard to draw any conclusions without all the facts.
I spent quite some time going through dozens of this guy’s posts, all about being abandoned mid-journey with no explanation whatsoever. Curiosity got the best of me, because while airlines sometimes don’t have great customer service, they don’t generally just abandon passengers for no reason.
So after reading between the lines and looking at the timestamps on his posts, it appears that he traveled on April 25. His Etihad itinerary had a 70-minute layover in Abu Dhabi, from 7:20PM until 8:30PM, which is a legal connection, but of course leaves little room for error.
His flight from Brussels was delayed a bit. While it was supposed to arrive at the gate at 7:20PM, it only touched down at 7:44PM, and then made it to the gate at 7:48PM, around 30 minutes behind schedule.
The father and son duo then had to get off the aircraft, clear transit security, and make it to the new gate. My assumption is that the passengers ended up being denied boarding because they arrived at the gate as the flight was getting ready to close up. Etihad’s contract of carriage indicates that “you must be present at the boarding gate not later than the boarding time written in your boarding pass.”
The father explains he still saw people boarding, but it’s possible that the airline started to clear standby passengers. After all, if an airline doesn’t think people will make the flight and there are people on standby, they will load them on at some point, which is fair enough. The father and son were rebooked on the next flight, which was the following morning, around 12 hours later.
Unfortunately this is an unpleasant industry reality
I’m of two minds on this incident. On the one hand, I’m of course sympathetic. On the other hand, I think this situation is being blown out of proportion.
Look, the traveler booked a tight connection, which Etihad voluntarily sold, and a delay caused him to misconnect. I don’t think airlines should sell such tight connections, because the odds of something going wrong are pretty high. But virtually every airline does it, so Etihad can hardly be singled out for that.
It’s of course also annoying when you still arrive at the gate while the door is open, only to find that you can’t board, because you’ve been offloaded for some reason. But per the contract of carriage, Etihad didn’t violate its own rules, as the passengers presumably weren’t at the gate at the posted boarding time (through no fault of their own), which is what the airline technically requires.
The good news is that under EU261 regulations, the father and son are each eligible for 600 EUR cash compensation. That needs to be requested after the fact via customer service, so it’s not the “on the spot” compensation that the customer was hoping for. The airline also has a duty of care, to pay for any other expenses incurred as a result of this, which should be reimbursed after the fact.
Frankly, I find the rest of the claims here to be a bit extreme, like mentioning obligations toward minors (I mean, it was a father and son traveling together), and being angry that he got contacted by spam bots when complaining about Etihad online (the airline has zero control over that).
It absolutely does sound like the customer service representatives should have been more polite in the situation, based on his version of events. But that’s hardly something that needs to trigger “collective action” on an “international scale.”
I imagine that on the average day, hundreds of Etihad passengers misconnect, but that’s no different than at any other airline. Of course this can be extremely frustrating, and I empathize with the passenger. But unfortunately I put this in the category of something that happens when airline operations don’t run smoothly, especially when traveling with a tight connection.
He’s at least lucky that he was on an itinerary eligible for EU261 compensation, because otherwise, he’d technically be entitled to nothing.
Bottom line
A father and son traveling together in Etihad business class were denied boarding mid-journey. While the father says it was done without justification, it appears that the issue was that his inbound flight was delayed, so he arrived at the gate too late, and had already been offloaded. That’s of course really frustrating, but it’s hardly that out of the ordinary.
I can totally appreciate the frustration here, and I’d consider the good news to be that he’s entitled to EU261 compensation. But aside from that, I’d file this in the category of “typical airline treatment when things go wrong.” He can throw away his return ticket and book another airline, but I wouldn’t expect a different outcome, if faced with the same situation…
What do you make of this Etihad complaint?
In case anyone missed it - he clearly used ChatGPT to write his latest post: COLLECTIVE ACTION UNDERWAY – INTERNATIONAL SCALE.
I mean, who adds an emoji to the beginning of every bullet point?
I think this pax needs to chill. Let him tweet ten more minutes and he'd request air strikes on Abu Dhabi airport to prevent this from happening. Honestly...
Yes Etihad failed, but that happens every day to anyone. Not just business class passenger and not just to people who pretend to be more important than others.
It’s funny you mention airstrikes. I suppose you’re right, next time I’ll just escalate to that level, because apparently, not being treated properly as a paying passenger means going to extremes, right?
But let’s be clear: this isn’t about me thinking I’m more important than anyone else. It’s about expecting to be treated with basic respect and dignity. Just because something happens every day doesn’t mean it’s okay. If something is wrong, it needs...
It’s funny you mention airstrikes. I suppose you’re right, next time I’ll just escalate to that level, because apparently, not being treated properly as a paying passenger means going to extremes, right?
But let’s be clear: this isn’t about me thinking I’m more important than anyone else. It’s about expecting to be treated with basic respect and dignity. Just because something happens every day doesn’t mean it’s okay. If something is wrong, it needs to be pointed out.
And just to clarify: being a business class passenger doesn’t make someone special, but it does mean expecting a higher level of service, as that’s the promise made by the airline. Let’s stop pretending that not acknowledging mistakes is acceptable, no matter the class or who you think should be entitled to more.
It seems you have so much emotion invested in this that you can not see the actual mechanics of what happened. And I totally get it, I would be absolutely PI*Sed as well.
ABSOLUTELY Etihad should have been more transparent. That, is a service failure that they should recover. And this is a consistent issue with Middle Eastern airlines - their (primarily expat staff) are simply not empowered to digress from the 'SOP'. They have...
It seems you have so much emotion invested in this that you can not see the actual mechanics of what happened. And I totally get it, I would be absolutely PI*Sed as well.
ABSOLUTELY Etihad should have been more transparent. That, is a service failure that they should recover. And this is a consistent issue with Middle Eastern airlines - their (primarily expat staff) are simply not empowered to digress from the 'SOP'. They have to follow the rules of the policy to the letter and that's that.
But as many, MANY others have posted, the actual processes airlines implement to minimise delays and get as many standby passengers on as possible (not just Etihad I can assure you) have to have a cut off point. Or flights would just constantly be a logistical nightmare to dispatch which would cause mayhem and affect punctuality.
I am honestly not sure of whether you have had much experience or perhaps know people that work dispatching aircraft and how complex and time pressured the various components are. Many assume that once a flight is 'closed' in the system it's really easy to just re-open it and onload someone. At some airlines that may be the case as the dispatcher for each individual flight is the one that opens/closes the flight. At most airlines its instead all taken care of centrally where once its closed - its closed.
If your seats were still empty then MAYBE after some hurried phone calls etc they may have been able to get the flight reopened and you onloaded. But if they had given your seats away, the flight was now full and closed the chances of that are virtually nil. Re-opening the flight, booting the passengers off who have just been accepted from standby, reopening the cargo hold and trying to locate the bags of the standby passengers that have just been unloaded and get them off again.
I hope you made it to your destination safely and comfortably and I hope you will be compensated.
But in the grand scheme of things this kind of thing happens every single day at nearly all airlines because it is the condition of carriage that we all agree to abide by when we purchase a ticket.
Avoiding Etihad will not guarantee this scenario will not play out again at a competitor airline.
There is absolutely nothing emotional about what I’m saying. Just because things happen frequently doesn’t make them acceptable. If we start accepting every incident as inevitable, we allow these companies to continue operating this way without ever changing.
Big buzzes are necessary to make things move forward. That’s how practices evolve. And if no one expresses dissatisfaction, it becomes the norm, and I’m not okay with that.
I’ve visited over 100 countries in recent years...
There is absolutely nothing emotional about what I’m saying. Just because things happen frequently doesn’t make them acceptable. If we start accepting every incident as inevitable, we allow these companies to continue operating this way without ever changing.
Big buzzes are necessary to make things move forward. That’s how practices evolve. And if no one expresses dissatisfaction, it becomes the norm, and I’m not okay with that.
I’ve visited over 100 countries in recent years and faced all kinds of situations, but I’ve never been treated like garbage by a so-called luxury airline. This is the kind of appalling behavior that needs to change. It’s exactly this kind of treatment that I’m calling out, not just a simple delay or a missed connection.
We’re not talking about a domestic flight on an remore African airline here, but a company with a major globally recognized hub
Dear Jeremy,
Thanks for replying to my post.
I do agree that good and respectful communication is essential in these kind of situations:
>>>>
Gate agent: „Dear Mr. Jeremy, I am so sorry. We didn’t expect you make the connection. We already reassigned your seat to other passengers?“
Jeremy: „How can you reassign my seat to other passengers? Boarding is still ongoing? The door is not yet closed.“
Gate agent: „Yes,...
Dear Jeremy,
Thanks for replying to my post.
I do agree that good and respectful communication is essential in these kind of situations:
>>>>
Gate agent: „Dear Mr. Jeremy, I am so sorry. We didn’t expect you make the connection. We already reassigned your seat to other passengers?“
Jeremy: „How can you reassign my seat to other passengers? Boarding is still ongoing? The door is not yet closed.“
Gate agent: „Yes, you are right. In fact, those are the passengers that were just cleared minutes ago. Let me check if we can still get you somehow on the plane.“
—-
Gate agent: „I am so sorry but this flight is completely full. We cannot even offer you a seat in economy or first class.
I booked you on the next direct flight.
I informed my colleagues in the lounge who will gladly help you to re-arrange your travel components in Melbourne. Do you stay in Melbourne or should we book you to new final destination?
Please contact our customer service for a compensation: I made a note in the booking that you were denied boarding.“
<<<<
You would still arrive 12 hours late, but hopefully would’ve felt better.
Where I disagree is the collective action part. We all know that boarding can be denied for various reasons (e.g. overbooking or clearing stand-by passengers who missed a previous flight). That’s why I am willing to pay more to fly with an EU airline on the return flight so I at least get compensation.
Thank you for your response.
However, it seems that you have not fully understood the situation. The problem is not just about the flight being full or the procedure for reassigning seats. As I have mentioned several times, there were still passengers who hadn’t even arrived at the gate when I was denied boarding. The flight was therefore not “full,” and the gate was still open, which should have allowed for more flexibility in managing...
Thank you for your response.
However, it seems that you have not fully understood the situation. The problem is not just about the flight being full or the procedure for reassigning seats. As I have mentioned several times, there were still passengers who hadn’t even arrived at the gate when I was denied boarding. The flight was therefore not “full,” and the gate was still open, which should have allowed for more flexibility in managing the situation.
While your response is correct in some aspects, it seems to overlook this crucial fact: it is a matter of poor management on the ground, not the airline’s policy itself. There was no communication, no empathy, and no clear explanation. This is the type of behavior from airlines that, in my opinion, is unacceptable and should be questioned, so that this kind of situation does not become the norm.
This is not about boarding procedures or the airline’s policy logic, but about how passengers are treated.
When you are not White, the world is different. People react to you differently, companies do, police do.
The same, if you are not a woman, you won't recognize how hotels did not plan hotel rooms with women in mind.
Thats just the facts.
I don’t understand the connection with my skin color, which, by the way, is white. That’s not the issue here. What I’m denouncing is the disdain and condescension with which I was treated by the agent at the gate. This isn’t about race or gender, but rather the way I was treated as less than human by the Etihad agent. It’s this unacceptable behavior that needs to be questioned, regardless of the reasons behind it.
...I don’t understand the connection with my skin color, which, by the way, is white. That’s not the issue here. What I’m denouncing is the disdain and condescension with which I was treated by the agent at the gate. This isn’t about race or gender, but rather the way I was treated as less than human by the Etihad agent. It’s this unacceptable behavior that needs to be questioned, regardless of the reasons behind it.
Indeed, there may be an issue of racism in this situation, but I don’t have enough evidence to say that for sure. What is certain is that the treatment I received was undignified.
The guy at the gate, dressed in his traditional clothes, treated me like trash, and in that sense, I better understand some aspects of racism in everyday situations. Such behavior should never be tolerated, regardless of the conte
Do we know if the passenger who got Jeremy's seat was a first-time traveller in J? Did they upload their happy video to TikTok?
Haha, if that’s the case, I hope they captured the moment when they comfortably settled into my seat with a big smile, wondering, “Why am I sitting here? Is this normal?”
Jokes aside, the real question isn’t whether they shared their joy on TikTok, but why this situation was managed so poorly. Because honestly, the only real “drama” here is how I was treated.
Was he Flying "Business Class" ? lol! just kidding!
Ah, I see. So this is your view of business class? Apparently, when you’re traveling in business, you’re expected to stay calm no matter how disgracefully you’re treated by an airline. This must be the kind of ‘quality’ Etihad looks for in its passengers, right? Getting insulted and treated like trash while maintaining an unshakable composure. Truly excellent strategy.
As for your comment about idiots, I think insulting people like that is exactly the kind...
Ah, I see. So this is your view of business class? Apparently, when you’re traveling in business, you’re expected to stay calm no matter how disgracefully you’re treated by an airline. This must be the kind of ‘quality’ Etihad looks for in its passengers, right? Getting insulted and treated like trash while maintaining an unshakable composure. Truly excellent strategy.
As for your comment about idiots, I think insulting people like that is exactly the kind of behavior you seem to endorse, and it’s no surprise that it mirrors Etihad’s attitude toward its passengers. So yes, to answer your question, I don’t appreciate comments like that at all. But then again, if you enjoy it, that’s your prerogative.
The guy booked a flight that due to a delay, he missed the connection - it happens, the airline will move you to another flight, you're delayed, you're not doomed.
He had a child with him, big whoop, so does every other person who travels with children.
He's upset, like most people who experience delays would feel, but at least he's in "business class" - so I don't know, sit in a lounge,...
The guy booked a flight that due to a delay, he missed the connection - it happens, the airline will move you to another flight, you're delayed, you're not doomed.
He had a child with him, big whoop, so does every other person who travels with children.
He's upset, like most people who experience delays would feel, but at least he's in "business class" - so I don't know, sit in a lounge, enjoy some food and drink, or even spend the comp that you might get at the duty free. Buy something fun for your kid and keep him entertained (Pretty sure 600EUR will be sufficient, if not, try to use your credit too)
During the time spent on the delay, use it as a teaching opportunity for your kid that not everything goes your way and how to deal with problems elegantly.
Use the remaining time whilst your kid has already forgotten about the delay playing with his new switch or tablet or whatever to teach/remind yourself that not everything goes your way and if you've lived life so far with everything bending your way, you've been pretty lucky, not everyone gets that including the people who probably missed their connect whilst on "cattle class".
Thank you for your comment, but your response seems to minimize the situation a bit too much. It’s not just about the delay; it’s about the management, communication, and respect. Indeed, other passengers were still at the airport, and the gate was still open, so it’s not just a matter of timing.
I’m not talking about ‘drama,’ but about the importance of treating every passenger with respect, regardless of the class they travel in. This...
Thank you for your comment, but your response seems to minimize the situation a bit too much. It’s not just about the delay; it’s about the management, communication, and respect. Indeed, other passengers were still at the airport, and the gate was still open, so it’s not just a matter of timing.
I’m not talking about ‘drama,’ but about the importance of treating every passenger with respect, regardless of the class they travel in. This type of situation should not be trivialized. The handling of the incident, or rather the lack of handling, is the real issue.
As I’ve mentioned several times, it’s not about traveling with my child or being in business class, but about the fact that an airline must respect its passengers, especially when there are mistakes in management. This is the type of behavior that I am questioning. Respect for passengers, whether they are in business or economy, is essential.
As Ben has said on this post, the airline likely deboarded you for the connecting flight because of the tight connection so that they can board standby passengers. Don't forget that standby doesn't mean the flight waits till "after boarding" time before they start processing the whoever replaces you and your child.
In this case, it was a business decision by Etihad that they'd pay the overnight accommodation, plus whatever compensation they owe you...
As Ben has said on this post, the airline likely deboarded you for the connecting flight because of the tight connection so that they can board standby passengers. Don't forget that standby doesn't mean the flight waits till "after boarding" time before they start processing the whoever replaces you and your child.
In this case, it was a business decision by Etihad that they'd pay the overnight accommodation, plus whatever compensation they owe you in order to make sure the hundreds of people who are on the plane already gets to depart on time, in fact, the T&C probably has enough coverage to cover them from that.
It's not a mistake in management, it may not be the "customers are always right" attitude that you expect, but it seems that in this case, they followed a procedure out of "respect" for the rest of their customers time. Or would you rather the whole flight gets delayed so that the check-in agent stops all boarding whilst they look after you, what about the other customers?
Respect is earned, and in this case, it sounds like you'd rather put the rest of passengers on the flight at risk of delays so that you can get on that flight.
No one is asking you to fly them again and given your attitude post the incident, I wouldn't be surprised if Etihad and a lot of other airlines would probably do better without your business.
Use it as an opportunity to spend more time with your kid instead of losing your sht over something like this, your kid isn't going to remember whether you were right, they're going to remember seeing their dad not spending time with them in front of a screen fuming over something.
I don’t waste my time trying to ‘make the best out of this situation’. The issue is not managing a delay, but how it was handled. Being treated with contempt and condescension has nothing to do with customer experience, regardless of the class you’re flying in.
This is all nonsense, and you have absolutely no educational advice to give. What is certain, however, is that accepting something as normal just because it happens every day...
I don’t waste my time trying to ‘make the best out of this situation’. The issue is not managing a delay, but how it was handled. Being treated with contempt and condescension has nothing to do with customer experience, regardless of the class you’re flying in.
This is all nonsense, and you have absolutely no educational advice to give. What is certain, however, is that accepting something as normal just because it happens every day is something that needs to be fought against
Ok Jeremy, let's not try to make the best out of the situation but instead look at the facts.
- Did you buy the ticket for your kid and you with the understanding that there are terms and condition tagged onto it that by the letter Etihad has the rights to do this?
- Did Etihad act within those terms and followed their procedures, with also the acknowledgement that once they delayed your child...
Ok Jeremy, let's not try to make the best out of the situation but instead look at the facts.
- Did you buy the ticket for your kid and you with the understanding that there are terms and condition tagged onto it that by the letter Etihad has the rights to do this?
- Did Etihad act within those terms and followed their procedures, with also the acknowledgement that once they delayed your child and you, they also owe you compensation? Which they were happy to pay.
- Did they pay you?
Now let's move onto the other things that whilst nice, they weren't obligated to do, note that these go a long way to attracting and also keeping customers, but it's not obligated to do this:
- Be super nice to you and apologetic to you and delay the entire plan of people for you so that they can work through all the admin to accommodate you.
- Make sure your internal insecurities is taken care of so that you're not "condescended" on. You haven't mentioned this, but chances are you probably weren't the nicest person on earth at the gate when this happened, but of course you have the rights to deal any crappiness to the staff because "you're the customer".
We've dealt with customers like you in my business and like I said, Etihad and most airlines are probably better off without your business, and will continue to thrive.
The littlest people often scream the loudest.
Basis Human Rights!
Oh, get over yourself.
MANY airlines have systems like this. BA for example, if a boarding pass is not scanned at the security checkpoint (departures or transit) at 35 mins before departure or more you will be offloaded from the flight. And YES you may actually make it to the gate whilst the plane is still there!
So why do the airlines do this?? Well, if you DON'T turn up your...
Basis Human Rights!
Oh, get over yourself.
MANY airlines have systems like this. BA for example, if a boarding pass is not scanned at the security checkpoint (departures or transit) at 35 mins before departure or more you will be offloaded from the flight. And YES you may actually make it to the gate whilst the plane is still there!
So why do the airlines do this?? Well, if you DON'T turn up your bag needs to come out of the cargo hold. That takes time. If there is a cut of point then the process is put in place of finding the bag, removing it, onloading a standby passenger.
This cannot all be done in the 5min before departure of someone that has managed to make the flight.
You are literally sh*tting on people that are legitimately having their Human Rights ignored.
Were you made to sleep on a floor with no water and left on your own to get to wherever you were going?
Honestly, I get that it's a situation that sucks but if you want to garner any sympathy or empathy maybe adapt your language a bit. There are many people in many parts of the world that will be incredulous at you claiming your Human Rights have been breached.
YOU DID NOT MAKE THE BOARDING TIME STATED ON YOUR BP. END OF!
I find it quite surprising, even inappropriate, to receive such an aggressive reply, especially when this situation could have been handled with more respect and professionalism. But apparently, for some, being treated in a degrading manner is considered ‘normal.’ I don’t share that expectation. Additionally, as I’ve repeated several times, there were still many passengers who hadn’t scanned their tickets and weren’t even at the gate yet. So, this comment has no grounds. There’s no...
I find it quite surprising, even inappropriate, to receive such an aggressive reply, especially when this situation could have been handled with more respect and professionalism. But apparently, for some, being treated in a degrading manner is considered ‘normal.’ I don’t share that expectation. Additionally, as I’ve repeated several times, there were still many passengers who hadn’t scanned their tickets and weren’t even at the gate yet. So, this comment has no grounds. There’s no justification for my ticket being canceled while the others boarding after me were not affected.
Basic human rights are important, and every person should be treated with respect – whether airlines want to admit it or not, that’s the standard we should all expect. When I talk about human rights here, I’m not referring to Martin Luther King – and I would appreciate it if you didn’t pretend to misunderstand.
Hi Jeremy,
I have the impression that it’s you who still has not understood the situation.
- Yes, boarding was still ongoing. (The reason being that it took some time t clear the stand-by passengers).
- but you’re specific seats where already assigned to other stand-by passengers because Etihad assumed you wouldn’t make your connection.
Now to my question:
What is your expectation here?
- Are you expecting airlines not...
Hi Jeremy,
I have the impression that it’s you who still has not understood the situation.
- Yes, boarding was still ongoing. (The reason being that it took some time t clear the stand-by passengers).
- but you’re specific seats where already assigned to other stand-by passengers because Etihad assumed you wouldn’t make your connection.
Now to my question:
What is your expectation here?
- Are you expecting airlines not to give seats to stand-by passengers?
- or was your expectation to offload the two passengers that were sitting on your seat now. (Resulting in a further delay and also having to offload luggage.)
Hi Klaus,
Thanks for your input, but I believe you’ve misunderstood the situation.
As I’ve stated multiple times, there were still many passengers boarding, and their boarding passes were scanned after mine. The fact that my seat was assigned to another passenger without any explanation is what I find unacceptable. I understand stand-by passengers may be assigned seats, but when boarding is still ongoing and the door is not closed, there is no reason for...
Hi Klaus,
Thanks for your input, but I believe you’ve misunderstood the situation.
As I’ve stated multiple times, there were still many passengers boarding, and their boarding passes were scanned after mine. The fact that my seat was assigned to another passenger without any explanation is what I find unacceptable. I understand stand-by passengers may be assigned seats, but when boarding is still ongoing and the door is not closed, there is no reason for my seat to be given away, especially when other passengers were still boarding.
As for your question, I’m not expecting airlines to never assign seats to stand-by passengers. However, I do expect a certain level of fairness and transparency, especially when boarding has not yet been closed. The situation could have been handled with much more empathy and understanding.
Regarding offloading passengers, that’s not what I’m asking for. What I’m asking for is basic respect and fair treatment when things go wrong. It’s about handling the situation properly, not ignoring passengers’ rights in favor of convenience.
Lastly, it’s about how we’re treated as paying customers. We’re all humans, and basic dignity and respect should always come first.
Thanks for taking the time to consider my perspective.
I agree with Ben that this is probably the situation where the gate agent already cleared standby passenger/op-up.
But I think EY should have a better approach to this kind of situation, they should have known that these passengers were connecting from another EY flight and that flight was delayed. Either have the agent at the arrival gate telling a passenger that due to the delay, they have been offloaded from the connecting flight and...
I agree with Ben that this is probably the situation where the gate agent already cleared standby passenger/op-up.
But I think EY should have a better approach to this kind of situation, they should have known that these passengers were connecting from another EY flight and that flight was delayed. Either have the agent at the arrival gate telling a passenger that due to the delay, they have been offloaded from the connecting flight and offer to accommodate/compensate in some way or have the agent escorting them to the connecting flight communicating with the gate agent that these passengers are on the way.
CX has a great approach on this in my opinion. They have agents holding a sign for each tight connections at the arrival gate and escort group of passengers through a short-connection security lane and then to the connecting flights. Of course, this requires cooperation with the airport on having a short-connection security lane but I cannot think why EY could not implement the similar approach at their own hub.
QR has the same approach.
Thank you for your comment. I agree that the situation could have been handled more professionally and in a more organized way. However, as you know, the issue is not just about boarding or not, but also how passengers are treated in these circumstances. The attitude and support are crucial, and even though other airlines have more effective and human practices in place, that does not justify the lack of respect and clarity in managing...
Thank you for your comment. I agree that the situation could have been handled more professionally and in a more organized way. However, as you know, the issue is not just about boarding or not, but also how passengers are treated in these circumstances. The attitude and support are crucial, and even though other airlines have more effective and human practices in place, that does not justify the lack of respect and clarity in managing the situation.
It’s clear that more effort is needed to coordinate this type of process and improve the passenger experience, particularly for those in tight connection situations.
Thanks again for your perspective, it’s nice to have an exchange on the topic.
Doesn't it all come down to if he was in / at the gate area in the time specified before boarding?
Not sure what Etihad's rules are but most have a "doors close X time before departure"
If he was at the gate by that time , then he was denied boarding for no reason, regardless of if Etihad had given his seats up.
Unfortunately he is wasting his time with the drama.
Thank you for your input. However, there’s more to this than just whether I was at the gate at the “official” time. As I’ve mentioned multiple times, there were still other passengers boarding at the time, and the door was still open. So the issue isn’t about the exact timing, it’s about how things were managed on the ground.
The real problem here is how the situation was handled with no communication or empathy, especially...
Thank you for your input. However, there’s more to this than just whether I was at the gate at the “official” time. As I’ve mentioned multiple times, there were still other passengers boarding at the time, and the door was still open. So the issue isn’t about the exact timing, it’s about how things were managed on the ground.
The real problem here is how the situation was handled with no communication or empathy, especially when I was there with my boarding pass in hand and other passengers weren’t even at the gate yet.
This is not about “drama” – it’s about holding companies accountable for how they treat passengers and ensuring things like this don’t become a norm.
I don’t waste my time when it comes to exposing facts like this, which certainly don’t present a good image of a major airline.
If, as he says, the doors were not closed and there were people still boarding, then there is no acceptable legitimate excuse from the airline to deny him and his child. And being a passenger in the premium cabin, he needed to be treated way, way better. It's not cattle class, and on top of it all it's a connection with the same bloody airline and their first sector was delayed. Airlines need to be...
If, as he says, the doors were not closed and there were people still boarding, then there is no acceptable legitimate excuse from the airline to deny him and his child. And being a passenger in the premium cabin, he needed to be treated way, way better. It's not cattle class, and on top of it all it's a connection with the same bloody airline and their first sector was delayed. Airlines need to be accountable way, way more, they get away with far too much. I doubt there would have been stand by passengers, as suggested, at the gate for a 13hr flight. Also, why the heck was there not a guide/escort waiting at the gate to escort the passengers to the new gate? That's done for premium passengers at the very least. Total fail by etihad.
I completely agree with your point. It’s difficult to justify being denied boarding under these circumstances, especially when doors were still open and others were boarding without any issues. It’s even worse when you’re traveling in premium class – you should be treated with a higher standard, particularly when the airline is the one causing the delay. There should absolutely have been an escort to the new gate for premium passengers, especially considering the delay...
I completely agree with your point. It’s difficult to justify being denied boarding under these circumstances, especially when doors were still open and others were boarding without any issues. It’s even worse when you’re traveling in premium class – you should be treated with a higher standard, particularly when the airline is the one causing the delay. There should absolutely have been an escort to the new gate for premium passengers, especially considering the delay in the first leg. What is particularly frustrating is the lack of accountability from Etihad. The way they handled this situation, from lack of communication to not taking responsibility, was a clear failure on their par
I think this whole thing is ridiculous. He missed a tight connection after a delay — that’s air travel. I’ve been there. It sucks, but it happens constantly. Etihad didn’t drag him off the plane or leave him stranded in the desert. He got rebooked and under EU261 he’s owed €600 each. That’s the end of the story, as far as I’m concerned. But instead, he’s treating this like a human rights violation. “International collective...
I think this whole thing is ridiculous. He missed a tight connection after a delay — that’s air travel. I’ve been there. It sucks, but it happens constantly. Etihad didn’t drag him off the plane or leave him stranded in the desert. He got rebooked and under EU261 he’s owed €600 each. That’s the end of the story, as far as I’m concerned. But instead, he’s treating this like a human rights violation. “International collective action”? Come on. He gambled on a short layover, lost, and now wants to make it some global crusade. I don’t buy it. I’ll admit, Etihad dropped the ball on handling this. I’ve dealt with Middle Eastern carriers before and this is what you get. They market the hell out of their luxury seats and shiny cabins, but when things go wrong? Totally different story. The service culture shows. Polite but indifferent, and nobody at the airport is empowered to actually fix problems. They just say “sorry sir” and push you off to the next person. It’s frustrating, but not surprising. At the end of the day, this wasn’t some scandal. This was a standard airline mess-up mixed with bad customer service, and this guy is blowing it way out of proportion. Happens every day. Grow up and move on.
If you’re okay with being treated like garbage by airlines, that’s your choice. It’s not mine. The issue here isn’t just a ‘delay’; it’s the lack of communication, respect, and empathy, especially when I show up at the gate with a valid ticket and see other passengers boarding without any problems. This situation deserves to be exposed, and I’m not letting this kind of treatment slide.
You don’t get to tell me to grow up...
If you’re okay with being treated like garbage by airlines, that’s your choice. It’s not mine. The issue here isn’t just a ‘delay’; it’s the lack of communication, respect, and empathy, especially when I show up at the gate with a valid ticket and see other passengers boarding without any problems. This situation deserves to be exposed, and I’m not letting this kind of treatment slide.
You don’t get to tell me to grow up or not. The fact that I don’t accept this kind of treatment is exactly what should be normal, not trivializing the issue.
He doesn't sound like an experienced traveler to me. Tight connections sometimes don't work. It's entirely unreasonable to expect the aircraft to wait for a small number of misconnecting passengers. Presumably the airline put him up at a hotel at their expense before the next flight twelve hours later? C'mon dude, seriously? Pop a Valium under your tongue, you're being hysterical.
As a frequent traveler, I’ve experienced numerous situations similar to this one. I’m well aware that tight connections can sometimes be problematic, but that doesn’t mean airlines shouldn’t strive to mitigate these risks or offer proper solutions when they arise. I expect more from a service that positions itself as premium, especially when it comes to handling disruptions that affect not just my time, but my professional and personal commitments.
It’s about accountability, not simply...
As a frequent traveler, I’ve experienced numerous situations similar to this one. I’m well aware that tight connections can sometimes be problematic, but that doesn’t mean airlines shouldn’t strive to mitigate these risks or offer proper solutions when they arise. I expect more from a service that positions itself as premium, especially when it comes to handling disruptions that affect not just my time, but my professional and personal commitments.
It’s about accountability, not simply ‘getting over it.’ Respecting passengers means respecting their time, their plans, and their right to be treated with courtesy.
I understand that you’re used to being treated like crap and that it suits you. For me, that’s not acceptable, no matter the situation. Expecting a plane to make exceptions for a few passengers isn’t a matter of luxury, but basic respect.
Nobody asked for the flight to be held! They obviously did not send an escort and seemingly might have needed the seats due to an overbooking so they tried the shenanigans route.
It sounds like yes, entitled to the EU261 compensation after the fact and did receive hotel/rebooking/etc, but Etihad likely followed its contract of carriage exactly. He agreed to this when he bought the ticket. When you break it down, the airline really has no obligation by the terms to which you agree at ticket purchase other than to get you to your destination eventually and relatively unharmed. You sign up for what happens if you...
It sounds like yes, entitled to the EU261 compensation after the fact and did receive hotel/rebooking/etc, but Etihad likely followed its contract of carriage exactly. He agreed to this when he bought the ticket. When you break it down, the airline really has no obligation by the terms to which you agree at ticket purchase other than to get you to your destination eventually and relatively unharmed. You sign up for what happens if you don't meet their internal guidelines for making a connection or not when you agreed to all of their terms at ticket purchase. You get rebooked per their guidelines or take a refund and that's it. They aren't liable for inconvenience or extra expenses, booked outside of the airline ticket, on arrival if delayed.
Always welcome to try it in court, but may be an uphill battle depending on the jurisdiction.
From Etihad Contract of Carriage:
9.3.1 Subject to 9.3.4, if we are unable to provide previously confirmed space on a flight operated by us for which you have a valid Ticket and have met all applicable Check-In Deadlines and Boarding Time and are not precluded from boarding by reason of application of these Conditions of Carriage or for other reasonable grounds, we will:
(a) carry you on one of our later flights in your Ticketed class of service or in a different class of service; and
(b) provide compensation in accordance with applicable law and our denied boarding compensation policy which is available on our Website.
Apart from this, we will have no liability to you for any additional loss or expense.
Thank you for your detailed explanation — I fully understand that under EU261, I am entitled to compensation, and that Etihad has likely fulfilled the bare minimum required under its contract of carriage.
But that’s precisely the issue.
Legally, yes — the airline may have shielded itself contractually.
Ethically, however, treating passengers as liabilities to be minimized rather than clients to be supported is not acceptable.
A contract may limit financial exposure, but it...
Thank you for your detailed explanation — I fully understand that under EU261, I am entitled to compensation, and that Etihad has likely fulfilled the bare minimum required under its contract of carriage.
But that’s precisely the issue.
Legally, yes — the airline may have shielded itself contractually.
Ethically, however, treating passengers as liabilities to be minimized rather than clients to be supported is not acceptable.
A contract may limit financial exposure, but it does not erase the duty of care, nor the basic expectation of respect and fairness — especially toward a premium-class passenger, on a disrupted long-haul itinerary, where the airline retained full control over the sequence of events.
I will, of course, pursue my EU261 claim.
But beyond that, I question how this situation was handled, as well as the legitimacy of certain clauses within the contract of carriage, which may be open to challenge under consumer law, imbalance of obligations, and the principle of good faith in contractual relationships.
Because hiding behind “contractual compliance” to justify systematic disregard isn’t a defense — it’s a strategy.
Am I the only one who finds him kinda cute?
No. His behaviour is not kinda cute in any way.
quite possibly LOL
Hello Jeremy,
On the one hand, you emphasise basic human dignity. On the other hand, you repeatedly emphasise that you have a business class ticket.
To what extent is it relevant which booking class you flew in? Shouldn't the basic human dignity you repeatedly emphasise apply to all booking classes?
Aviation is incredibly complex and I have also got stuck somewhere several times over the years for various reasons. It happens and it's incredibly...
Hello Jeremy,
On the one hand, you emphasise basic human dignity. On the other hand, you repeatedly emphasise that you have a business class ticket.
To what extent is it relevant which booking class you flew in? Shouldn't the basic human dignity you repeatedly emphasise apply to all booking classes?
Aviation is incredibly complex and I have also got stuck somewhere several times over the years for various reasons. It happens and it's incredibly annoying.
In your case, however, it doesn't seem to be a case of discrimination. Rather, from the airline's point of view, you were too late at the gate and presumably your seat was given to another stand-by passenger in the meantime? Perhaps he had also missed his connecting flight...
I'm still not clear what exactly you're asking for? Do you want it to be forbidden to give seats to standby passengers? Or would your expectation have been that the other passengers would now have their seats taken away since you showed up? That’s basic dignity then?
Apart from your repetitive phrases, I don't understand what exactly you want? What should change specifically?
We don’t care about the business ticket or not, that’s not the point here.
I specify this because it’s about the facts and respecting human dignity. The issue is that, if you had truly understood the situation, you would have seen that the door was still open and several passengers hadn’t scanned their tickets yet. So this comment really has no place here.
The point is not to debate the class of my ticket, but...
We don’t care about the business ticket or not, that’s not the point here.
I specify this because it’s about the facts and respecting human dignity. The issue is that, if you had truly understood the situation, you would have seen that the door was still open and several passengers hadn’t scanned their tickets yet. So this comment really has no place here.
The point is not to debate the class of my ticket, but to highlight the lack of respect and the unacceptable handling of the situation by the airline
Hi Jeremy,
I have the impression that it’s you who still has not understood the situation.
- Yes, boarding was still ongoing. (The reason being that it took some time t clear the stand-by passengers).
- but you’re specific seats where already assigned to other stand-by passengers because Etihad assumed you wouldn’t make your connection.
Now to my question:
What is your expectation here?
- Are you expecting airlines not...
Hi Jeremy,
I have the impression that it’s you who still has not understood the situation.
- Yes, boarding was still ongoing. (The reason being that it took some time t clear the stand-by passengers).
- but you’re specific seats where already assigned to other stand-by passengers because Etihad assumed you wouldn’t make your connection.
Now to my question:
What is your expectation here?
- Are you expecting airlines not to give seats to stand-by passengers?
- or was your expectation to offload the two passengers that were sitting on your seat now. (Resulting in a further delay and also having to offload luggage.)
Another reason for not allowing children to be seated in Business Class.
So Jeremy, I have a question for you. Do you accept that you showed up at the gate after the boarding time indicated on your ticket? I've read a lot of your comments, and it doesn't seem like you've addressed that.
Aside from human dignity, etc... What should Etihad have done in this situation? You were rebooked and they're on the hook for EUR 600 + Expenses. Is your concern that you simply don't...
So Jeremy, I have a question for you. Do you accept that you showed up at the gate after the boarding time indicated on your ticket? I've read a lot of your comments, and it doesn't seem like you've addressed that.
Aside from human dignity, etc... What should Etihad have done in this situation? You were rebooked and they're on the hook for EUR 600 + Expenses. Is your concern that you simply don't like the T&C you agreed to, or do you think the airline employees owed it to you to violate their own policies.
I'm not sure how knowledgeable you are about guest workers in the Middle East, but if the gate agents broke the rules, they'd be in a heap of trouble.
As I’ve said several times, there were still many passengers who hadn’t scanned their ticket and hadn’t even arrived at the gate yet. So I don’t see the connection with what you’re saying.
There’s no justification for my ticket being cancelled while the tickets of other passengers who were behind me and hadn’t yet reached the gate were still valid.
And on top of all that, it doesn’t change the fact that one should behave...
As I’ve said several times, there were still many passengers who hadn’t scanned their ticket and hadn’t even arrived at the gate yet. So I don’t see the connection with what you’re saying.
There’s no justification for my ticket being cancelled while the tickets of other passengers who were behind me and hadn’t yet reached the gate were still valid.
And on top of all that, it doesn’t change the fact that one should behave and speak properly to people, no matter the situation.
It sounds like you're conceding that you showed up after boarding time and you simply don't like that they enforced the rules in a manner that wasn't in your favor.
I get your frustration, and I think most readers of this blog do as well, but we also understand that you agreed to these terms when you booked your ticket. This is just a risk of air travel, Etihad is a business, and unfortunately you're...
It sounds like you're conceding that you showed up after boarding time and you simply don't like that they enforced the rules in a manner that wasn't in your favor.
I get your frustration, and I think most readers of this blog do as well, but we also understand that you agreed to these terms when you booked your ticket. This is just a risk of air travel, Etihad is a business, and unfortunately you're probably not their top customer. I hope you get your €600 compensation. I'd also recommend flying Qatar in the future. Their business class is better than Etihad's.
This is the end of OMAAT transformation period to the next era.
Now Ben is fighting for your justice funded by clickbait politics.
If you think defending basic rights and calling out poor service has become clickbait politics, then maybe you need to reconsider what truly matters. Changing how passengers are treated, regardless of the circumstances, is about respect, not manipulating clicks.
What’s even more incredible is seeing in the comments just how much some are willing to accept from airlines. Things need to change, and it’s high time these mindsets evolved
The guy seems to be blowing this out of proportion but assuming that it is true Etihad was still boarding passengers by the time he got to the gate, then it is possible Etihad didn't act in the best manner. Years ago, I was denied boarding by Qatar even though there were 10+ passengers boarding in front of me. Qatar's gate agents claimed that my boarding pass was on AA stock and not Qatar's and...
The guy seems to be blowing this out of proportion but assuming that it is true Etihad was still boarding passengers by the time he got to the gate, then it is possible Etihad didn't act in the best manner. Years ago, I was denied boarding by Qatar even though there were 10+ passengers boarding in front of me. Qatar's gate agents claimed that my boarding pass was on AA stock and not Qatar's and they couldn't be bothered to give me a new boarding pass; truly appalling customer service when I was on a paid Business Class ticket.
I understand your experience, but it seems to me that my reaction is entirely proportionate when considering how an airline should treat its passengers. The way Etihad spoke to me was completely inappropriate, and that’s a bigger issue than just the missed flight. It’s about how they handled the situation, which I believe was unacceptable.
As I’ve mentioned before, everything boils down to organization. The fact that other passengers were still boarding and hadn’t yet...
I understand your experience, but it seems to me that my reaction is entirely proportionate when considering how an airline should treat its passengers. The way Etihad spoke to me was completely inappropriate, and that’s a bigger issue than just the missed flight. It’s about how they handled the situation, which I believe was unacceptable.
As I’ve mentioned before, everything boils down to organization. The fact that other passengers were still boarding and hadn’t yet arrived at the gate proves that this was not just about timing – it was about the way I was treated without any regard for basic customer care.
Why he adds the word ‘business class passenger’ in all his sentences?
It’s like because one is in business class one is different?
OMG me a business class passenger with a business class child on a business class short connection was business class denied boarding at a business class gate and I’m doing a business clads complaint and I am business class angry :)
My guess is that he's not a frequent traveller.
If he was a frequent traveller on my airline, I'd rather close his account.
Business class pain in the a$$
I empathize with the passenger and certainly feel his frustration. It is high time airlines and other companies stop operating with a buyer beware mindset.
If the outgoing leg sold by Etihad and was flown on Etihad, it is ridiculous that they could not monitor the incoming aircraft to ensure the pax made their connecting flight, even if they were going to experience a 5 or 15 mins delay before pushback. A delay which...
I empathize with the passenger and certainly feel his frustration. It is high time airlines and other companies stop operating with a buyer beware mindset.
If the outgoing leg sold by Etihad and was flown on Etihad, it is ridiculous that they could not monitor the incoming aircraft to ensure the pax made their connecting flight, even if they were going to experience a 5 or 15 mins delay before pushback. A delay which time could be made up in the air.
I dream of the day when CERN or someone could figure out quantum entanglement and create portals to get us from one place to another eliminating the need for airlines.
Until such a time, I wish him luck in his fight against a faceless corporation on rules and procedures created by humans and enforced by humans who never seem to understand that they too will be impacted by the moronic rules they create and enforce.
I completely agree with your points, especially regarding how airlines could better monitor the incoming aircraft and adjust for even slight delays to avoid disconnecting passengers from their connecting flights. This is something that clearly should be addressed, and it would only require a bit of proactive coordination on their part.
However, the real issue here is not just the operational shortcomings, but the lack of human empathy and the dismissive attitude that passengers often...
I completely agree with your points, especially regarding how airlines could better monitor the incoming aircraft and adjust for even slight delays to avoid disconnecting passengers from their connecting flights. This is something that clearly should be addressed, and it would only require a bit of proactive coordination on their part.
However, the real issue here is not just the operational shortcomings, but the lack of human empathy and the dismissive attitude that passengers often face in situations like this. It’s not about simply following rules – it’s about treating people with respect and dignity, which seems to be missing here. While rules and procedures are necessary, the application of those rules must still consider the human element. After all, the passengers are the ones driving the business.
Until systems can be more efficient, I’ll keep fighting for a better experience, as I know others have as well. We all deserve better treatment, and this kind of experience should never become the norm.
The comments section now looks worse than anything delta-related... sigh.
Ben - I’ll be very, very surprised if he’s entitled to EU 261 comp. Given how small the delay was, if 10 minutes of it were attributable to airport congestion, weather, ATC, etc., the airline will be able to successfully wiggle itself out of EU 261 in court. See the text of the regulation itself. It’s not a blanket entitlement.
Of course they should get food vouchers, hotel and be put on the next flight,...
Ben - I’ll be very, very surprised if he’s entitled to EU 261 comp. Given how small the delay was, if 10 minutes of it were attributable to airport congestion, weather, ATC, etc., the airline will be able to successfully wiggle itself out of EU 261 in court. See the text of the regulation itself. It’s not a blanket entitlement.
Of course they should get food vouchers, hotel and be put on the next flight, which I suspect is what Etihad offered.
One other thought - in a scenario like this, I immediately take a photo upon arriving at the gate to have a proof with a time stamp so if the airlines’s T&C or boarding pass state clearly boarding ends 15/20/25 minutes before the scheduled departure time, I can easily prove I’m in the right.
Thanks for your feedback. I understand your perspective from a regulatory point of view, but it’s important to emphasize that my main concern isn’t just about financial compensation. The core issue lies in the lack of respect and how this situation was handled. It’s not about a 10-minute delay, but about the absence of communication and the indifference of the staff, not to mention the impact on my plans with my child.
The compensation provided...
Thanks for your feedback. I understand your perspective from a regulatory point of view, but it’s important to emphasize that my main concern isn’t just about financial compensation. The core issue lies in the lack of respect and how this situation was handled. It’s not about a 10-minute delay, but about the absence of communication and the indifference of the staff, not to mention the impact on my plans with my child.
The compensation provided by EU261 is a right, and while that’s an important aspect, it shouldn’t overshadow the fact that passengers, especially those traveling with children, must be treated with dignity and respect. Unfortunately, that didn’t happen with Etihad, and that goes far beyond just compensation.
You’re right to suggest taking photos as evidence, but the issue here is being treated like a human, not a commodity. And honestly, this is what I deplore – that many travelers accept this kind of treatment without reacting, but things need to change.
Additionally, the fact that the gate was still open, and over 30 passengers were still able to scan their tickets after us and board without issue further highlights the absurdity of the situation and reinforces the idea that we were unjustly blocked from boarding.
Thanks for your attention.
Not sure what you are talking about. Whether or not you are entitled to compensation according to EU 261 has nothing to do with the (potentially) minor delay of your first flight, but with how much delay you finally reach your final destination.
CapitalMike - if the airline claims the passenger missed the second flight because the first one arrived late, and the delay of the first flight was caused by circumstances outside of the airline’s control, then no comp.
And airlines are increasingly savvy - when you complain, you often get a response with a breakdown which says that eg out of 3h of the total delay 1h was caused by tech issues and 2h by ATC/weather....
CapitalMike - if the airline claims the passenger missed the second flight because the first one arrived late, and the delay of the first flight was caused by circumstances outside of the airline’s control, then no comp.
And airlines are increasingly savvy - when you complain, you often get a response with a breakdown which says that eg out of 3h of the total delay 1h was caused by tech issues and 2h by ATC/weather.
So to your point - arrival time is irrelevant if the initial delay was outside the airline’s control.
@lucky: regarding the EU261 and Finnair. Have you encountered delays in getting compensation from Finnair?
More than 3 months ago I had a several hour delay on Finnair. Submitted the info through their online form (basically just a regular comment form). Apart from two automated text saying they are busy, I have not heard back from them.
As has already been written here: There is absolutely no case. Flight arrangement had a tight connection in AUH, inbound flight was late, EY Flight OPS in the background deemed it impossible to make the connection and released the seats to others. Happens all the time. If you run and still make it to the gate, you MAY be lucky to get your reservation reinstated, but only if there are spare seats and if someone...
As has already been written here: There is absolutely no case. Flight arrangement had a tight connection in AUH, inbound flight was late, EY Flight OPS in the background deemed it impossible to make the connection and released the seats to others. Happens all the time. If you run and still make it to the gate, you MAY be lucky to get your reservation reinstated, but only if there are spare seats and if someone is willing and has time to look at your case, while trying to get the flight off the gate on time at the same time.
Pax was re-booked and is entitled to compensation. So where is the drama?
Sounds funny to link this to human rights or dignity or whatever and at the same time mentioning that he had "Business Class Boarding Passes" in his hands in every other sentence. Does this mean, for Economy passengers this kind of incident would have different implications?
Much ado about nothing!
I understand your point of view, but the situation goes beyond just the connection and rebooking. It’s not about whether or not I got Business Class boarding passes. What matters is that I was at the gate, ready to board, with no explanation or empathy from the staff when I was denied boarding. This is a matter of respect and professionalism, and the way this was handled by Etihad reflects poorly on their customer service....
I understand your point of view, but the situation goes beyond just the connection and rebooking. It’s not about whether or not I got Business Class boarding passes. What matters is that I was at the gate, ready to board, with no explanation or empathy from the staff when I was denied boarding. This is a matter of respect and professionalism, and the way this was handled by Etihad reflects poorly on their customer service. My issue isn’t just about being rebooked on the next flight, it’s about how passengers were treated in a situation where basic dignity and respect were overlooked.
And to be clear, human rights and dignity are not tied to a class of service, but to the way passengers are treated regardless of what ticket they hold. The drama isn’t about making a fuss, it’s about ensuring that these situations are acknowledged and handled in a professional and respectful manner. And yes, it’s important to speak up when it feels like a company is treating passengers unfairly.
Yet you relentlessly mention your business class boarding pass. If human rights & dignity are not tied to class of service, then stop it with the business class talk, sir.
As I must have missed this part, I wonder: didn't they rebook him on the next available flight? And what was that arrangement? Did they bump him and his son to economy or did they book him in the same class of service? If it's the former, he has a case for refund (of course) in addition to EU261 compensation. Unless they failed to do any of this, they did not "abandon" him in Abu...
As I must have missed this part, I wonder: didn't they rebook him on the next available flight? And what was that arrangement? Did they bump him and his son to economy or did they book him in the same class of service? If it's the former, he has a case for refund (of course) in addition to EU261 compensation. Unless they failed to do any of this, they did not "abandon" him in Abu Dhabi.
Personally, I'm a believer in making lemonade out of lemons. Had I been denied and booked on the next day's flight, I'd use it as an opportunity to visit Abu Dhabi. That's healthier than this "let's speak truth to power" (or something) nonsense.
Thank you for your comment. However, the situation doesn’t change the fact that I was denied boarding despite having valid business class boarding passes, and this was done without any valid reason, while other passengers were boarding.
Although the airline did rebook me the following day, all my arrangements on-site were affected: I arrived at 3 AM in Melbourne, my car rental reservation was canceled, and I had to wait several hours to recover my...
Thank you for your comment. However, the situation doesn’t change the fact that I was denied boarding despite having valid business class boarding passes, and this was done without any valid reason, while other passengers were boarding.
Although the airline did rebook me the following day, all my arrangements on-site were affected: I arrived at 3 AM in Melbourne, my car rental reservation was canceled, and I had to wait several hours to recover my belongings.
While the hotel in Abu Dhabi was provided, it doesn’t compensate for the disruption to my plans, and more importantly, the lack of support in managing the consequences of this situation. No compensation or meaningful assistance was offered to address these inconveniences.
This issue is not only about the immediate incident; it highlights how Etihad handles such situations and their failure to respect passenger rights. Offering a hotel doesn’t make up for the impact on an entire personal logistical setup.
I’m not trying to “make lemonade out of lemons”; I’m advocating for human rights and dignity, which must be respected in all aspects of a service, even when unexpected events occur
Were the boarding passes you had when you turned up at the gate 'valid' as you claim, or had they been canceled pre-emptively as looking like a mis-connection?
Ethihad GSAs suck. I was forced to check a hand luggage because they claimed it was too heavy. It was possibly 10 kg… mind you, they still carried that weight on the plane… it is not as if they saved fuel or asked for $, but it added a 1h delay in Abu Dhabi to get my bag (that airport service is awful too).
Passengers need to understand the reality. Booking a legal connection is one thing, but in reality, it might be different, as even a slight delay for any reason can lead to total disruption when you book a ticket with a tight connection. Just don't take chances.
AA is a great example. They have many legal connections at their hubs (i.e. DFW, MIA, CLT, PHL) that are really short. Like 40 mins. You can book them, but you have to know that your odds of having an issue are significant. No, they shouldn't really offer these overly tight options, but they do - figuring that if you miss they will automatically rebook you. That said, if it's a busy travel time, you could be screwed for a while.
Thanks for your input, but let’s not forget that this connection was not self-booked. It was proposed and confirmed by the airline itself as the ‘best flight option.’ So, if there was a flaw in the logistics, it lies with the airline and not with the passenger’s decisions. Not to mention, once again, we were on time at the gate and still weren’t allowed to board. This comment really has no reason to exist. It’s...
Thanks for your input, but let’s not forget that this connection was not self-booked. It was proposed and confirmed by the airline itself as the ‘best flight option.’ So, if there was a flaw in the logistics, it lies with the airline and not with the passenger’s decisions. Not to mention, once again, we were on time at the gate and still weren’t allowed to board. This comment really has no reason to exist. It’s not about taking risks—it’s about trusting the airline to provide reasonable connections and ensuring passenger rights are respected, especially when the circumstances are outside of their control
@Jeremey, I've been through this before and understand your frustration. That being said, can you explain how your dignity was trampled on?
Maybe Etihad could've done a better job of explaining the situation or have been more "courteous"/"professional" (I'll use those terms loosely), however from Ben's blog, ostensibly, it seems they did nothing incorrectly.
Maybe you can explain a bit more.
Thanks for the fair tone — I appreciate it. To clarify: it wasn’t just a lack of explanation or courtesy. It was the way it was handled — blunt, dismissive, and without any basic form of communication.
Being denied boarding without reason, without rebooking, and watching others in line go through while we’re just told “no” — with a kid beside me — that’s where the issue lies. Not a word of empathy, not a...
Thanks for the fair tone — I appreciate it. To clarify: it wasn’t just a lack of explanation or courtesy. It was the way it was handled — blunt, dismissive, and without any basic form of communication.
Being denied boarding without reason, without rebooking, and watching others in line go through while we’re just told “no” — with a kid beside me — that’s where the issue lies. Not a word of empathy, not a gesture of support, not a sign that we were even seen as people. That’s where dignity takes a hit. Not because we missed a flight — but because we were treated like excess baggage.
I’m not saying this is a civil rights case. But human dignity doesn’t need a grand historical context to matter. Sometimes, it’s just about how you treat someone in a moment of stress.
Things need to change. An airline can’t behave like this and get a free pass — no matter how long it takes.
Weren't you given tickets for the following day though?
I fly on QR often (20-25 times the past 3 years) and 95% of the time I've been treated fairly. Yes, a couple of times I've been treated what I felt was "unprofessionally". I simply let it go.
Of course, I'm not telling you what to do, that's your right. Only that these things *do* happen occasionally. Not saying it's right or wrong. Regardless, I'm curious how this follows up.
Indeed, I was provided with tickets for the following day’s flight. However, this resulted in significant consequences. I ended up arriving at 3 a.m. in Melbourne, in the middle of the night, unable to pick up my rental car, and was stranded for several hours. Additionally, this not only disrupted my travel plans but also my professional commitments.
I’ve had my share of issues with many airlines because I travel frequently. However, in 95% of...
Indeed, I was provided with tickets for the following day’s flight. However, this resulted in significant consequences. I ended up arriving at 3 a.m. in Melbourne, in the middle of the night, unable to pick up my rental car, and was stranded for several hours. Additionally, this not only disrupted my travel plans but also my professional commitments.
I’ve had my share of issues with many airlines because I travel frequently. However, in 95% of the cases, I’ve always been treated properly. 95% of the staff has always been very helpful and acted with the best intentions in the various situations. With Etihad, that was not the case.
Things need to change. We cannot accept being treated like garbage.
I had a similar experience with Lufthansa back in Dec 2023. My LH flight from ORD to FRA was delayed by about 1 hour on departure, and it made the connection to Amman (originally a 75 min layover) very tight. While still onboard before we landed, I was told by a flight attendant that I was rebooked to the following day (I certainly not happy about that), but after we landed and parked, the flight...
I had a similar experience with Lufthansa back in Dec 2023. My LH flight from ORD to FRA was delayed by about 1 hour on departure, and it made the connection to Amman (originally a 75 min layover) very tight. While still onboard before we landed, I was told by a flight attendant that I was rebooked to the following day (I certainly not happy about that), but after we landed and parked, the flight attendant told me and others who had the same connection to run for it. We had about 30-40 minutes to navigate the FRA connection. Interestingly, when we landed in FRA, I turned on my phone and noticed that I was officially rebooked on the LH app, and it had rebooking instruction as well (i.e. booking a hotel at FRA, etc, but at that time, I had not went through all those steps yet), but I still ran for it (why not try). We all managed to get there before the boarding even started as that flight was also delayed. In fact, we waited for another 45 min before it started boarding. However, when we all got there, those who were in business class still had the seats while those who were in economy did not. Apparently, they already gave those economy seats out by then, and obviously, the economy passengers were not happy. I was lucky enough that the business class wasn't full, and that might be the reason my seat wasn't "cancelled." Also, LH personnel at that Amman flight was very...German? No sympathy with the economy passengers who were "rebooked" even though they all made it before the boarding even started. It was so a-matter-of-fact and stern, and that definitely gave me a negative impression of the LH.
Another reason why things need to change. This whole situation is unacceptable.
Personally, I’ve had negative experiences with airlines before — but every single time, and I do mean every time, I came across compassionate staff who handled things calmly, respectfully, and helped me find real solutions.
Is this guy single?
Asking for a friend who is way too into to unpleasant dudes.
Single, unpleasant, soon suing an airline if necessary, and actively fighting in several other areas where basic human rights and dignity are ignored. Tell your friend she just hit the jackpot !
This guy single? With an 11YO kid?
Is your friend interested in him or is she the Motherly type and wants to nurture the kid? Anna, you need to up your friends dear. And she is into unpleasant dudes?
Anna, it's you that needs an intervention.
Sir or Madam, Anna's comment was OBVIOUS sarcasm. Come on, don't be thick.
He seems to be now claiming in the comments that his “human rights” were breached and that EY had no respect for his “human degnity”… Absolute nonsense…
If basic respect, clear communication, and being treated like a person instead of a parcel are nonsense to you, then maybe you’ve never experienced a serious failure of responsibility by a company hiding behind silence. Human dignity isn’t a punchline — it’s a baseline.
I’ve certainly had similar situations in the past, and yes, they suck but I have enough self reflection to understand that these are not in any way a breach of human rights or human dignity.
I am a lawyer, so I’ll be the first one to encourage someone to stand up for his rights, but I’m also a firm believer that “juridification” of every minor issue is not the solution.
While I don’t...
I’ve certainly had similar situations in the past, and yes, they suck but I have enough self reflection to understand that these are not in any way a breach of human rights or human dignity.
I am a lawyer, so I’ll be the first one to encourage someone to stand up for his rights, but I’m also a firm believer that “juridification” of every minor issue is not the solution.
While I don’t deal with this types of issues, I’m almost certain that you have no case (maybe it could have worked in the US?) and the judicial systems are already overloaded with real issues.
My advice is to claim your EU 261/2004 compensation, eventually ask nicely to Etihad if they can give you some sort of voucher out of goodwill and move on.
Just echoing what another commenter said the other day: the rando reader complaints feature is not a welcome addition to the blog. My two cents.
Agreed. Although we better stop opening them and commenting because data says otherwise haha
Thanks for your two cents. Luckily, this blog isn’t a gated community for frequent flyer elites only — passengers sharing real experiences is what keeps the whole thing grounded in reality
Looks like a drama queen. He booked a very tight connection and got to the gate late. Once the airline releases your seat it's a difficult process to get it back and most gate agents at ANY airline probably aren't going to do it. He should have instead focused on being reaccommodated and then he could have tried to put in a claim. He won't win against this airline. Period.
I wasn’t late. I was at the gate, with valid business boarding passes in hand, while passengers behind me were still boarding. No explanation, no rebooking — just a flat, robotic “no.”
And if being a “drama queen” means holding airlines accountable when they mistreat passengers and ignore basic human rights? Fine by me.
At least I have the decency not to insult strangers without knowing the full story.
What “human rights”?
Oh you know, silly things like being treated with respect, not getting kicked off a flight for no reason, and not being brushed aside by people who think that’s normal. We’re not talking about Martin Luther King here — just not being treated like cargo
From recent experience with EY back in Feb where our inbound flight from SIN meant arriving to AUH with 20 minutes to spare to our onward flight, we were proactively removed from the onward flight to Dublin long before our arrival in AUH. So, while theoretically we could've run and maybe made it - especially if there was any delay - presumably our boarding passes were no longer valid anyway. I'm imagining this situation is...
From recent experience with EY back in Feb where our inbound flight from SIN meant arriving to AUH with 20 minutes to spare to our onward flight, we were proactively removed from the onward flight to Dublin long before our arrival in AUH. So, while theoretically we could've run and maybe made it - especially if there was any delay - presumably our boarding passes were no longer valid anyway. I'm imagining this situation is what occurred as a result of his delayed BRU - AUH flight, he then made it to the next gate, but had been proactively offloaded.
At least ex-DUB by the way transit security is no longer routinely applied and transit passengers are routed back into the departure gate area - BRU could be the same.
I should add - when we were offloaded, I only knew because the Etihad app told us (and I had inflight wifi) and received an SMS. If you didn't have the app and didn't check your phone on landing, it's very plausible folks might try race to the next gate.
Thanks for your thoughtful comment, Andy.
That’s actually very close to what happened. We landed, went directly to the gate (which was still open), and were told, flatly, “you’re not boarding.”
No explanation, and nobody even mentioned that we had been proactively offloaded — if that’s what happened. We were treated like a problem, not like passengers.
If Etihad had communicated anything, even a short message, this situation could’ve been avoided or at least softened....
Thanks for your thoughtful comment, Andy.
That’s actually very close to what happened. We landed, went directly to the gate (which was still open), and were told, flatly, “you’re not boarding.”
No explanation, and nobody even mentioned that we had been proactively offloaded — if that’s what happened. We were treated like a problem, not like passengers.
If Etihad had communicated anything, even a short message, this situation could’ve been avoided or at least softened. But instead, it turned into an experience of silence, aggression, and denial of basic decency.
Thanks again for taking the time to share your experience. It helps bring clarity to what seems like a systematic issue.
I know this doesn't help you in any way, but assuming this was the case, the ground agents including the transit counter seem to be completely hopeless and unable/unwilling to do much other than print out hotel and transfer vouchers.
The solution, in our situation, in case anyone sees this in future at a time of need; was to go directly to the lounge and make a fuss there (as did others). Anyone I saw...
I know this doesn't help you in any way, but assuming this was the case, the ground agents including the transit counter seem to be completely hopeless and unable/unwilling to do much other than print out hotel and transfer vouchers.
The solution, in our situation, in case anyone sees this in future at a time of need; was to go directly to the lounge and make a fuss there (as did others). Anyone I saw there who had been disrupted, including ourselves, was re-accommodated somehow; in our case on an Emirates flight in biz 4 hours later and then shuttled to DXB - same with another couple travelling to MAN, too.
Thanks for the contribution
I have too much respect for others to create a scene in front of people who haven’t asked for it. That’s not the way I operate. While I understand that sometimes it might seem necessary to escalate in certain situations, I believe that respect and dignity should be maintained at all times, even when things go wrong. It’s unfortunate that this wasn’t the case with Etihad, and that their lack...
Thanks for the contribution
I have too much respect for others to create a scene in front of people who haven’t asked for it. That’s not the way I operate. While I understand that sometimes it might seem necessary to escalate in certain situations, I believe that respect and dignity should be maintained at all times, even when things go wrong. It’s unfortunate that this wasn’t the case with Etihad, and that their lack of professionalism and respect was the root cause of this entire issue.
He has no case. For all the reasons already stated. Sadly, it goes to the heart of the carrier’s hub-and-spoke business model. And what is truly unfortunate is that the airline did not turn this into a goodwill opportunity, to explain the mechanics of why they had to deny him (baggage transfer delay one aircraft to the next), and then tell him how lucky he was, to be granted a pair of F seats on...
He has no case. For all the reasons already stated. Sadly, it goes to the heart of the carrier’s hub-and-spoke business model. And what is truly unfortunate is that the airline did not turn this into a goodwill opportunity, to explain the mechanics of why they had to deny him (baggage transfer delay one aircraft to the next), and then tell him how lucky he was, to be granted a pair of F seats on the next leg and a fabulous F lounge pass with food, showers, drink, massages, and sleeper seats until the next flight. Instead, he now feels he has no option but to pursue financial compensation. Still time to reach out and offer him and his son in future a VIP visit to their ops center and simulator training facilities (for the boy), to better understand what happened and why. Would cost Etihad almost nothing, and probably restore confidence in the carrier.
Thank you for your thoughtful comment.
You’re right — this could have been a goodwill opportunity, a moment to show humanity, clarity, and respect. Instead, what shocked me most wasn’t the delay, the rerouting, or even the missed services. It was the way we were treated — without dignity, without explanation, and without any basic respect for passenger rights or even human decency.
I understand that the legal side might be debatable, and we’ll see...
Thank you for your thoughtful comment.
You’re right — this could have been a goodwill opportunity, a moment to show humanity, clarity, and respect. Instead, what shocked me most wasn’t the delay, the rerouting, or even the missed services. It was the way we were treated — without dignity, without explanation, and without any basic respect for passenger rights or even human decency.
I understand that the legal side might be debatable, and we’ll see where that goes. But this isn’t just about compensation or logistics. It’s about principle. If no one speaks up, these behaviors become the norm — and that’s unacceptable.
Thanks again for engaging in a constructive way
@Jeremy: I completely understand that the situation was frustrating but were your pax rights or your human decency not respected? It’s not like they physically dragged you off the plane, instead they denied you boarding and gave you boarding passes for a next day flight. This seems to be the correct and civil way to handle such things.
I’ve had similar situations in the past, they totally suck but there is no point in making...
@Jeremy: I completely understand that the situation was frustrating but were your pax rights or your human decency not respected? It’s not like they physically dragged you off the plane, instead they denied you boarding and gave you boarding passes for a next day flight. This seems to be the correct and civil way to handle such things.
I’ve had similar situations in the past, they totally suck but there is no point in making a drama out of it or start a class action (on what basis?)
Thank you for your feedback, but being denied boarding, especially when you’re already at the gate with a boarding pass in hand, is not just a minor inconvenience. It’s much more than that. It’s about respecting passengers and their basic human dignity.
They did give me a new ticket for the next day, but arriving at 3 a.m. left me stranded without a rental car, which disrupted my travel plans and professional commitments. Not to...
Thank you for your feedback, but being denied boarding, especially when you’re already at the gate with a boarding pass in hand, is not just a minor inconvenience. It’s much more than that. It’s about respecting passengers and their basic human dignity.
They did give me a new ticket for the next day, but arriving at 3 a.m. left me stranded without a rental car, which disrupted my travel plans and professional commitments. Not to mention the lack of empathy from the staff.
I understand that situations like this happen to a lot of people, but just because it seems ‘civil’ to some doesn’t make it acceptable. It’s not about creating drama, but about demanding better treatment and the respect we deserve as passengers.
I think too many people in the frequent flyer community find situations that are completely unacceptable to be normal. If people don’t stand up, if no one says anything, it becomes the norm, and for certain airlines, it already is.
There’s also a way to address and speak to people, especially when you’re at fault. Clearly, Etihad hasn’t trained its staff to meet even the basic standards.
And the worst part of it all? They sell themselves as a luxury and high-standard airline pretty much everywhere. Well, luxury and high standards start with being able to speak to people with respect.
I've had the exact same happen on Turkish Airlines. Ran to the gate only to discover that my seat had been given away because TK was of the opinion that I could not make my connection. Some 30 people were still boarding the plane when I got there.
There's nothing much one can do except be nice. I got a flight six hours later and 400 EUR cash in EC261 compensation. End of story.
Will never understand how someone can waste so much time for such an anecdotical event..
Move on.
That won’t happen.
People fight because they refuse to be treated like objects — and if no one pushes back, this kind of treatment becomes the norm.
If you don’t understand why some people “waste time” standing up for their rights, maybe you don’t have a purpose yourself.
And no — this isn’t about money. I couldn’t care less about €600 compensation. We’re talking about a Business Class ticket. This is about dignity, not...
That won’t happen.
People fight because they refuse to be treated like objects — and if no one pushes back, this kind of treatment becomes the norm.
If you don’t understand why some people “waste time” standing up for their rights, maybe you don’t have a purpose yourself.
And no — this isn’t about money. I couldn’t care less about €600 compensation. We’re talking about a Business Class ticket. This is about dignity, not refunds.
My purpose is clear: to be treated like a human being, here and in every space where I fight for better standards.
Unrealted, but it’s fascinating to see your complete silence on Israel bombing Sana’a airport and destroying 3 civilian aircraft (yet another war crime btw) when you wasted no time posting about a non-consequential rocket falling near Ben Gurion. And you call yourself neutral? Complicit is a more apt description.
This too is unrelated to Ben’s article, however, in response to your post …. please reserve your unrelated comments to the specific websites frequented by Palestinian Hamas terrorist supporters
The attack was done by Houthis, not Hamas. They are from Yemen, not Palestine…
Off topic once again in response to Eve’s off topic critique …. and the difference between these two Iranian backed Islamic terrorist organisation is?
Palestinian Hamas and Houthi terrorist supporters have available to them alternative websites to air their opinions.
Sir, this is a Wendy's.
What was he expecting? A private escort and apology from the Etihad CEO?
The sense of entitlement some people have...smh...
Every passenger should be treated like a VIP when it comes to basic dignity and legal rights. If demanding to be treated like a human being sounds like ‘entitlement’ to you, then you’ve clearly internalized mediocrity. I expect accountability, not an escort
Thanks for a great investigative report!
Another self entitled person that will not accept any accountability.
Personally, I just would not book a trip that includes a 70min transit - anywhere. Well, unless I was hoping to profit from a bit of EU261!
He is entitled to EU261 compensation. Airlines do not stand there and hold your hand through the process. There would have been dozens or more people that day and every day who would have been in exactly the...
Another self entitled person that will not accept any accountability.
Personally, I just would not book a trip that includes a 70min transit - anywhere. Well, unless I was hoping to profit from a bit of EU261!
He is entitled to EU261 compensation. Airlines do not stand there and hold your hand through the process. There would have been dozens or more people that day and every day who would have been in exactly the same situation as him.
You have to apply for it. Which he obviously knows.
I still do not understand specifically what he is suing the airline for? Denied boarding? Never gonna happen. If he read the ticket agreement between him and the airline when he ticked that 'accept T&C's box on purchasing he would have seen nearly all the rules of the ticket are on the side of the airline and essentially, they can do what they want as long as they get him from A-B.
Of course EU261 offers some additions but that is what the compensation is there for - to minimise losses/compensate passengers.
Would LOVE to see how this would have played out on a flight NOT from Europe.
Whether he is entitled to EC261 compensation or not depends on the reason for the delay of the 1st flight.
The arrogance in this comment is staggering.
Yes, I had a valid ticket, boarding pass, business seat assignment, and arrived on time. No, I didn’t ask for a “hand-holding” process — I asked not to be arbitrarily denied boarding without explanation while others boarded, and then left without assistance, clarity, or respect. That’s not “entitlement.” That’s the minimum standard.
I know the EU261 process. I also know what systemic abuse looks like.
Being stranded...
The arrogance in this comment is staggering.
Yes, I had a valid ticket, boarding pass, business seat assignment, and arrived on time. No, I didn’t ask for a “hand-holding” process — I asked not to be arbitrarily denied boarding without explanation while others boarded, and then left without assistance, clarity, or respect. That’s not “entitlement.” That’s the minimum standard.
I know the EU261 process. I also know what systemic abuse looks like.
Being stranded with a child mid-journey is not just “a minor inconvenience.”
You can keep lowering the bar for human dignity. I won’t.
Systematic abuse.
Good lord.
OK.
C‘mon Ben, why do you give overdramatic people like him a Platform?
He likely even got a free hotel (proactively) and might be eligible for EU261. Not the end of the world.
Let’s be clear: I didn’t ask for a red carpet or a CEO apology.
I asked for something far simpler — basic respect, human communication, and enforcement of passenger rights under EU261.
Getting denied boarding with a valid business ticket and no explanation, while others boarded around me, is not a “minor inconvenience.”
Arriving at 3AM, losing hotel reservations and car rentals, and having to rebook my return flight at my own expense...
Let’s be clear: I didn’t ask for a red carpet or a CEO apology.
I asked for something far simpler — basic respect, human communication, and enforcement of passenger rights under EU261.
Getting denied boarding with a valid business ticket and no explanation, while others boarded around me, is not a “minor inconvenience.”
Arriving at 3AM, losing hotel reservations and car rentals, and having to rebook my return flight at my own expense isn’t just “not the end of the world” — it’s a systemic failure.
I’m not being “dramatic.” I’m describing the real consequences of arbitrary decisions, silence, and contempt from a company that markets itself as luxury.
And if raising my voice makes me “ridiculous,” then I’ll gladly be ridiculous — because change never came from those who kept quiet and played nice.
Because it's good engagement bait for people like you to respond to.
He’s being ridiculous.
If raising my voice makes me “ridiculous,” then I’ll gladly be ridiculous — because change never came from those who kept quiet and played nice.
If “ridiculous” means asking why a business class passenger with a valid boarding pass was denied boarding without explanation, left stranded with a child, and never received compensation — then yes, call me ridiculous.
But I call it demanding accountability.
You might be fine with being treated like cargo by...
If raising my voice makes me “ridiculous,” then I’ll gladly be ridiculous — because change never came from those who kept quiet and played nice.
If “ridiculous” means asking why a business class passenger with a valid boarding pass was denied boarding without explanation, left stranded with a child, and never received compensation — then yes, call me ridiculous.
But I call it demanding accountability.
You might be fine with being treated like cargo by airlines. I’m not.
Class of service & your issue are mutually exclusive.