Etihad Airways Gives Conflicting Refund Information

I purchased a ticket from Etihad Airways for the Istanbul–Manila route dated May 28, 2025, with a total ticket price of $797. However, on the day of the flight, I was not allowed to travel on any segment due to a stated security-related reason, and I was unable to use any part of my ticket.

Afterward, I corresponded with Etihad’s Guest Relations department. I was informed in writing on two separate occasions that I could contact the Customer Service team and request a refund for the unused sector. My Guest Relations case number is 2506034746414. I can also see that my refund status in Etihad’s system is displayed as “Refund Pending.”

However, in a response to another case I submitted later, I was told that there was currently no refund associated with my record and that I should contact the Contact Center. As a result, I have received conflicting information from different departments of the same company. Guest Relations told me that I could request a refund for the unused sector, the refund system shows “Refund Pending,” while another Etihad department states that there is no refund associated with my record.

I request that my entitlement to a refund for the unused ticket and the applicable refund amount be reviewed clearly and consistently, and that the outcome of this assessment be communicated to me in writing. I also noticed that an old bank card that I no longer use is still displayed as the payment method on the refund screen. Therefore, if my refund is approved, I would also like clear information about which payment method will be used and how the refund will be processed.

I expect Etihad Airways to handle my case through a single customer service record rather than providing conflicting responses from different departments, ensure the relevant teams coordinate with each other, and bring my refund process to a definitive conclusion so that the inconvenience I have experienced can be resolved.