Compensation for delayed Etihad passengers

Stranded passengers delayed at Abu Dhabi International Airport due to lingering problems caused by dense fog and a “technical failure” with runways systems on Thursday will be compensated, Etihad Aiways promise.

ABU DHABI// Etihad Airways passengers will receive guest miles and complimentary flights by way of an apology from the airline after lingering problems caused by dense fog and a “technical failure” with runway systems left thousands of people stranded at Abu Dhabi International Airport.

The airline said it had operated extra flights and drafted in hundreds of extra staff on Friday to help to clear the backlog of passengers affected by the problems on Thursday. It asked passengers to be patient, saying some delays were to be expected on Friday as the airport had only just resumed limited operations.

On Thursday, 37 flights were diverted to other airports in the region and 42 flights were cancelled due to a technical failure of the runway landing systems at the airport causing lengthy delays for passengers. It also caused a knock-on effect for passengers expecting to travel on Friday.

However, all of the 6,600 passengers affected by delayed services were able to resume their journeys on Friday with flights leaving for destinations in the Middle East, Europe, Asia Pacific, the Americas and Africa.

“The airport is chaotic,” said delayed passenger Vikash Subhewal.

He said that there were not enough ground staff keeping stranded passengers updated.

“A complete lack of communication,” he said.

Some passengers said they were forced to wait at the airport for more than 18 hours while those in transit were unable to leave the airport.

Another passenger, Simon Earl, remained upbeat despite being delayed for his flight bound for London.

“Airport delays are sometimes necessary and, as a world traveller, the Abu Dhabi airport is definitely one of the nicest airports to have to be delayed in,” said the 37-year-old British citizen on Friday.

Mr Earl was flying from Abu Dhabi to London Heathrow for business on the EY0017 which was delayed for two hours.

“As long as there is well-provided information about why there is a delay, flight coming in late, flight malfunction or other reason and the passengers are provided timely access to drinks or meals, then the human race is normally quite an understanding society,” he said.

“It is when companies put profit before customers and withhold any of the above that causes issues.”

However, Etihad Airways promised it would compensate those affected by the delays as an apology and said it had already helped more than 1,000 stranded passengers by offering complimentary accommodation in the emirate. “Etihad Airways will compensate passengers whose flights were diverted or cancelled,” it said in a statement. “Etihad Airways will provide compensation benefits which range from Etihad Guest miles to complimentary flights.”

Those affected should contact the airline at [e-mail] and leave a name and telephone number so that an airline representative can contact delayed passengers as soon as possible, it said.

It was one of several statements that Etihad Airways released on social networking platforms and on its website on Thursday and Friday to apologise to those affected.

“Etihad Airways is operating extra flights today to help clear the backlog of passengers affected by yesterday’s runway closure during dense fog at Abu Dhabi International Airport,” it said in another statement on Friday.

“The airline has also drafted hundreds of extra staff across its network to assist passengers whose travel plans were impacted due to the failure of the airport’s runway landing systems.

“Flights to destinations across the Middle East, Indian Sub-Continent and Western Europe have already departed today.

“Yesterday’s circumstances were beyond our control. We are doing everything we can to minimise the disruption and apologise to all passengers who continue to be affected.

“In Abu Dhabi we are providing accommodation for more than a thousand guests who have missed their onward connections.”

The airline said it is doing everything possible to ensure all misconnected baggage at Abu Dhabi Airport is returned to passengers in the next 48 hours.

On Thursday, six flights were diverted to Muscat, three to Dubai’s Al Maktoum International Airport, one to Bahrain, 10 to Doha, 14 to Al Ain, two to Dammam in Saudi Arabia and one to Al Bateen Executive Airport.

Passengers on Etihad were encouraged to call the airline’s contact centre or check its website to confirm their flight status before heading to the airport.

The airport advised guests to contact their airlines for flight updates or visit the Abu Dhabi airport website, www.abudhabiairport.ae, for contact details and updates.