Originally Posted by
muscat
Bought my daughter a Business class ticket Brisbane to Abu Dhabi. Despite the web site saying that you get a chauffeur ride to the airport this was denied. (yes, it says further on that you can't get it, but why does the first page say you can). Second, she was charged excess baggage for the Brisbane to Melbourne flight as "this isn't an Etihad flight", despite it having an Etihad flight code, and being sold as an Etihad flight. How was she supposed to get her luggage to the flight??
Not contacted Etihad yet, but this really is pretty poor service
Rant over.
Just to make it clear - Was the actual travel on a V Australia flight? Or was it on Etihad?
If it were on Etihad, I would definitely contact customer service, as the rules of EY would apply.
However, if it were on VA, then unfortunately the rules of VA would apply - No extra baggage allowance, no chauffeur etc... Just lounge access is allowed.
Had a similar experience on ORD - CDG once. Booked through Etihad, but it was operated by American (AA). I was prepared for that and knew that while traveling in Y, I would get only 1 piece baggage allowance (AA policy) as opposed to EY's 2 piece allowance.