raj_cl

I booked my mom and dad on AAdvantage award mileage ticket coach from DEL-AUH-LAX-LAS-DFW flight date Jul-23 Wednesday requesting wheelchair assistance for my mom.

DEL-AUH-LAX was on Etihad and rest on American.

The AUH-LAX flight was delayed by 3 hrs so Etihad on their own accord without informing AA or me or my parents, deleted my parent's flight from American LAX-LAS-DFW and booked them on United LAX-DFW non-stop with the reasoning that the earlier flights would be tough to connect.

The change was done while my parents were enroute from AUH to LAX and no one from Etihad received them at gate to tell them that they should not go to United terminal to catch United flight. Keep in mind the US customs and immigration was done at AUH itself.

My dad (himself walking) and my mom (on wheelchair) were escorted from LAX Etihad gate to American Airlines terminal since they still had the American boarding passes which were issued to them by Etihad at Delhi. My parents happened to call me while at LAX, when I thought to check if their flight is on time, when I came to know that their boarding pass from LAX-LAS-DFW on American has been DELETED.

I called American who said they cannot do anything because Etihad did this change without informing them, otherwise there were many flights later that were available on American where my parents could be accommodated.

I called Etihad who said they cannot do anything as well.

With no boarding pass of United, my parents rushed to United ticketing where the United agent issued them boarding pass, and made a comment as to why did Etihad not give them the boarding passes earlier. Anyways my parents boarded the flight.

At DFW the bags have not arrived, so my parents filed a claim.

International flight with the airline change fiasco without any communication and leaving them on their own, plus lost baggage - how do I complaint to Etihad and what can I expect?

Thanks!