| We recently flew with Etihad Airways, what a mistake. They broke my hard shell suitcase which I had paid $399 for, so not a cheap suitcase. We reported it to Customer Service at the airport in Abu Dhabi the morning after we arrived, as we arrived at approximately 1am, and were told to ‘claim online’ and no further discussion was entered into as he was on his mobile phone. The following day, leaving Abu Dhabi we reported it at the Check-in Counter. Just as bluntly we were told “claim online”. Once we were home, we contacted Customer Service, and were told “you need the luggage claim tags and the tags from your bag from that flight”. The tags required from my bag had been removed by the Check-in Counter staff upon check in to apply the new flight tags, and the old luggage claim tickets were discarded once the new luggage claim tickets were issued. It was never mentioned that we should keep them to make a claim. They have refused to take responsibility for their actions, and cut us off completely saying try your Travel Insurance. Also, flying with them means uncertainty. Every single flight we had with Etihad did not leave at the specified time. Before we even got to the airport nearly every flight had been changed, several times and they were usually late departing anyway. They do not care about their customers and obviously do not take any responsibility for their careless treatment of luggage. Insulting their passengers and avoiding their responsibility is their speciality. This has been ongoing now for over 5 months, still with no resolution. They state that because we have no tags, they are not paying for the damage their staff caused. We keep getting shoved all over the place, and NOBODY is willing to help to solve this.