✅ Verified Review
| Marseille to Abu Dhabi via Paris. Another bad experience with Etihad which is definitely not on the right track. We flew MRS to AUH via Paris CDG, arriving in AUH at 7.30pm, and in spite of a 2 hours transfer lag our 5 pieces of luggage did not make it to Abu Dhabi, like the luggage of another 20 people, even if our luggage were appearing as loaded in Etihad system. After being asked to wait for an hour or so, as they were confident they would locate the luggage in AUH Airport, we were finally asked to file a report as the luggage were definitely somewhere in Paris CDG Airport. Finally left the airport after 2 hours and a half of confusion and chaos as the baggage claim department is undersized, especially since this was a very busy week end. We had high hopes that our luggage would arrive on the next morning as an Etihad flight arrives daily as well at 6.40am from Paris, but unfortunately we saw in the baggage tracking website that they were planned to arrive only on the 7.30pm flight. So 24 hours after our original flight we rang Etihad who informed us that someone would get in touch this same evening to arrange the delivery of our 5 bags. The next morning, as we had not heard anything from Etihad, I rang the luggage service a dozen of times, before getting an answer, to learn that they finally only had 4 of our 5 bags, in spite of what was told us the night before. After insisting, and shouting a bit, they finally went to look for the 5th bag and rang me back to tell me it was finally found and that we could come and pick our 5 bags. Delivery was not possible due apparently to some new requirements of customs who want people there in case a bag needs to be opened. At 6pm, so nearly 48 hours after our original flight, we reached at the airport to collect our bags and there they tell us they have only 4 bags out of the 5. And the cherry on the cake, is that the missing bag is not the same as the one that was thought missing in the morning! So they had found all 5 and lost one again. After another bit of shouting and a couple of hours, we were promised by the supervisor that they would find the bag and bring it home the same night. Drove back home with the 4 bags, and at 9pm received a call from a guy on his way to deliver the 5th bag, which finally reached us at 10pm. Apparently the "you need to come and pick up because of customs” rule had mysteriously disappeared. I could sincerely not believe to have this type of service and complete lack of professionalism from a so called 5 Star Airline. No information if we had not called (on line tracker has still not been updated 2 days after), understaffed baggage department that never picks up the phone, complete disorganization, poor management and complete lack of customer service. If you add to this the very poor service onboard and the low quality of catering, this leads to a clear decision : never again Etihad.