Etihad Delayed Our Kuala Lumpur to Istanbul Flight — Waiting 7 Hours in Abu Dhabi

On May 15, 2025, my spouse and I traveled with Etihad Airways from Kuala Lumpur to Istanbul (KUL–IST) with a layover in Abu Dhabi. During the first leg of the trip (Kuala Lumpur–Abu Dhabi), our flight departed significantly later than scheduled due to a delay caused by the airline. As a result, our arrival in Istanbul was delayed by more than seven hours.

We were kept waiting for nearly seven hours at Abu Dhabi Airport. Although it would have been possible to transfer us to an earlier flight to Istanbul operated by another carrier, Etihad insisted that we wait for their own flight. During this long delay, we were provided with only one hot meal and a single cold non-alcoholic beverage. However, according to SHY–Passenger regulations and the relevant European Union air passenger rights, passengers facing delays exceeding four hours must be offered at least two hot meals, beverages, and free access to phone or email communication, none of which were adequately provided.

Additionally, because of this delay, we missed our pre-booked Turkish Airlines (THY) domestic flight from Istanbul to Izmir, which caused extra financial loss and severe inconvenience. Upon arrival in Istanbul, we had to wait an additional nine hours due to the national holiday and airport congestion.

The inadequate passenger services during the delay, the lack of compensation despite a delay of over seven hours, and the financial loss from the missed connecting flight have caused significant distress to both of us. I filed an official complaint with the Directorate General of Civil Aviation (SHGM) on June 17, 2025, but Etihad Airways has yet to respond.

In accordance with international air travel conventions and the Turkish Civil Aviation Law, I am requesting compensation of €600 per passenger for the delay, the lack of assistance, and the financial losses incurred due to Etihad’s operational delay.