I booked a flight on Air Berlin's web site for my 12 year old grandchildren and have been trying since 01.03.2013 to buy the Unaccompanied Minors service for a flight on 22.03.2013 which is offered an the Ar Berlin web site..
I received an Air Berlin booking reference and Air Berlin ticket numbers, and paid Air Berlin. My contract is with Air Berlin as far as I'm concerned.
It turns out the flights will be operated by Etihad. Now that has become my problem.
I emailed AB and was given a number to call in Bangkok, which I did. They told me that because the flight is operated by Etihad, it is not possible for them to give me the service, I will have to call Etihad. This I did, and gave them my booking reference.
Etihad could not help me because the booking reference and ticket numbers are those of Air Berlin. They said I must go back to Air Berlin. Which I did. Air Berlin then gave me a different booking reference number and said I must go back to Etihad, which I did by Facebook and then by the email address they gave me with a detailed explanation of all the hassle I've been through.
Another day goes by and Etihad come back and say they cannot help me and I must contact Air Berlin.
ENOUGH!!! If 2 airlines decide to code share, that really is not my problem, or am I wrong? Why can't they sort it out between them? As I said, my contract is with Air Berlin, surely? I have now spent the past 5 days being bounced from one airline to the next. I'm stuck in "no man's land" here. THIS IS UNACCEPTABLE!
Air Berlin even had the audacity to offer me my money back 1 week before these 12 year old children are about to go on a holiday of a lifetime! Doe anybody have any advice? Is there an Ombudsman one can call? Or how about IATA?