ABU DHABI- An Australian couple flying Etihad Airways (EY) from Kuala Lumpur (KUL) to Rome (FCO) via Abu Dhabi (AUH) have been told they must pay approximately $3,500 flight change fee to change their business class tickets, despite mounting tensions in the Middle East.
Their journey, scheduled just days after Iran’s missile strike on a US base in Qatar, remains unchanged by the airline.
Sharon Latour and her husband, concerned for their safety, sought to delay their travel amid rising regional instability. However, Etihad Airways maintained its rescheduling fee, leaving the couple no choice but to cancel their European travel plans entirely.
Photo: Clément AlloingEtihad $3,500 Flight Change Fee
Latour, traveling for work in Malaysia, was joined by her husband in early June for a European holiday. The couple booked Etihad Airways (EY) business class tickets to Rome with a stopover in Abu Dhabi, paying partly with reward points and a bank card.
Their concern spiked after the Iranian retaliation on June 23, targeting a U.S. base in Qatar, which is just over 300 km from their transit point.
Al Dhafra Air Base, a known US military installation located just 25 km from Abu Dhabi International Airport (AUH), became a specific source of anxiety.
“You just had bombardment, missiles flying literally next door,” Latour said. Despite repeated calls to Etihad explaining their fear, the airline insisted on a full rescheduling fee.
According to The Guardian, the couple pleaded for flexibility, citing safety rather than convenience. The airline, however, cited its standard terms and conditions, asserting that only canceled flights or flexible fare types qualify for fee waivers or refunds.
Photo: By tjdarmstadt – IMG_5622.jpg, CC BY 2.0, https://commons.wikimedia.org/w/index.php?curid=61529466Limited Passenger Rights
Australians traveling through Middle Eastern airspace in June have faced extensive delays, diversions, and confusing rebookings.
Airports like Doha (DOH) witnessed chaotic scenes, with stranded passengers reporting long wait times and minimal staff support. In some cases, security reportedly threatened to confiscate the phones of those recording crowded scenes.
Experts from consumer advocacy group Choice noted that Australians have limited legal grounds to alter their travel plans unless the airline offers flexibility within its fare rules.
Travel expert Jodi Bird explained that since Latour purchased tickets in Malaysia, Australian consumer protections are unlikely to apply.
Even if bought in Australia, consumer law offers little recourse when disruptions stem from geopolitical events.
Photo: Dubai Air ShowAirline Policies
Etihad Airways stated that all flights continue to operate safely and according to schedule, only flying through approved airspace.
The airline reiterated that cancellations or schedule changes due to third-party actions like government restrictions or airspace closures don’t automatically entitle customers to free rebooking unless such terms are pre-agreed.
Other airlines have shown varying levels of flexibility. Qantas (QF) has offered no-fee changes or cancellations for passengers flying Emirates (EK) via Dubai (DXB) until 27 June.
Qatar Airways (QR) and Virgin Australia (VA) extended similar concessions for flights through Doha until 30 June. However, passengers booked on or after July 1 are excluded, despite the recent missile strikes and volatile environment.
By Russell Lee Photography from England – Etihad A330, CC BY 2.0, https://commons.wikimedia.org/w/index.php?curid=40842618Consumer Protections
Consumer advocates argue this case highlights broader issues in aviation. Bird emphasized the need for transparent, enforceable compensation systems, similar to those in the European Union.
Choice has urged the Australian federal government to implement a national airline compensation framework and enforce stricter guidelines on passenger rights.
In response, the Albanese government has pledged to establish an aviation industry ombudsman by 2026. The move aims to offer travelers a centralized, authoritative body to resolve disputes and understand their rights, beyond the fine print of individual airlines.
For now, Latour and her husband have canceled their hotel reservations and withdrawn from the trip entirely, unwilling to risk their safety. “We don’t want to go there,” Latour said. “And they just told us to pay the fee.”
Stay tuned with us. Further, follow us on social media for the latest updates.
Join us on Telegram Group for the Latest Aviation Updates. Subsequently, follow us on Google News
US Fines Ethiopian and Etihad Over $400,000 for Prohibited Airspace Flights
The post Etihad Faces Backlash Over $3,500 Flight Change Fee Amid War appeared first on Aviation A2Z.
