MELBOURNE— Etihad Airways (EY) has increased its compensation offer to a Melbourne couple after a report about the airline’s handling of their complaint following a serious mid-air incident.
The couple had been travelling from Melbourne (MEL) to Abu Dhabi (AUH) on flight EY461 on May 18 when a passenger allegedly became violent.
The airline’s revised offer followed News24.com.au’s report detailing the couple’s attempts to have their experience acknowledged after the flight.
Etihad initially offered either 5,000 Guest Miles or a US$50 credit voucher before contacting the passengers again after the report was published.
Etihad Passengers Help Crew
Ethan Watts, 28, said cabin crew asked him and three other passengers to help restrain a man who was allegedly behaving violently during the flight.
Watts said the passenger was swearing, kicking people and threatening those around him. The situation escalated after the passenger allegedly broke free while crew members attempted to move him, prompting passengers to help tackle him further along the aircraft.
According to Watts, the passenger also bit another man’s arm during the confrontation. He said the passengers’ intervention helped prevent the situation from becoming even more serious and potentially requiring an emergency landing in Kuala Lumpur.
Etihad Changes Offer
Watts and his partner, Emily Cornwall, later contacted Etihad several times seeking a response to what had happened during their journey.
The couple said they were disappointed by the airline’s initial handling of their complaint, particularly because they believed the incident involved significant risks to passengers and crew. Watts also said he struggled to sleep for the remainder of their journey to London after the confrontation.
The airline initially offered the couple a choice between 5,000 Guest Miles and a US$50 voucher, which they could access through an online portal.
However, Cornwall said Etihad contacted the couple the day after News24.com.au published its report. She said the airline made two calls and was persistent in trying to speak with them.
Etihad subsequently increased the offer to Etihad credit worth A$700, while also stressing that it appreciated Watts’ assistance during the incident.
Complaint Handling Questioned
The revised compensation has been welcomed by the couple, although Cornwall said the experience raised questions about how Etihad handles serious passenger complaints.
She suggested that the airline’s response changed rapidly after the story received public attention.
The couple’s concerns therefore extend beyond the value of the compensation and focus on whether their original complaint received the appropriate level of attention.
Watts, meanwhile, said he would still help in a similar situation if asked by cabin crew. His criticism centred on the airline’s response afterwards rather than his decision to assist during the incident.
The case highlights the importance of how airlines communicate with passengers following disruptive or potentially dangerous incidents.
For the Melbourne couple, the increase from a US$50 voucher or 5,000 miles to A$700 in airline credit marked a significant change in Etihad’s response, but it did not fully resolve their concerns about the complaint process.
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