Etihad has lost my £2,366.67 credit after merging my accounts

Eborman

I would appreciate advice from anyone who has experienced problems with Etihad Airways travel vouchers or Etihad Credit.

Etihad owes me access to a credit balance of £2,366.67, but despite spending approximately four months trying to resolve the problem, I still cannot use it.

I received an Etihad Credit voucher worth £2,366.67, which expires on 24 March 2027.

Because I had accidentally used two different email addresses, my Etihad credit ended up associated with separate accounts.

I contacted Etihad and asked them to merge the accounts so I could access the credit and use it towards future flights.

On 16 July 2026, Etihad emailed me confirming:

"The account is now merged. Please log into your Etihad Wallet account; you should now be able to view and use your Etihad Money balance."

The email also stated that a request had been raised with QC.

However, the £2,366.67 has never appeared in the Etihad Wallet I can access.

Since then, I have contacted Etihad repeatedly by email and telephone. I have spent a considerable amount of time trying to resolve this, including another 30-minute telephone call, but I keep being referred back to the Etihad Credit department.

I have also emailed Etihad without receiving a satisfactory response.

My concern is that the credit expires on 24 March 2027. I am worried that I will lose £2,366.67 through no fault of my own, particularly as Etihad confirmed in writing that the accounts had been merged and that the balance should be available.

I am now preparing a formal Letter Before Claim and considering what further action I can take.

I would particularly appreciate advice on the following:

1. Has anyone successfully recovered missing Etihad Credit after an account merger?
2. Has anyone taken Etihad to court in the UK over missing credit or vouchers? If so, what was the outcome?
3. Is there a particular Etihad department or senior complaints contact that has successfully resolved this type of problem?
4. Given the approaching expiry date, what would be the best next step to protect the £2,366.67?

I have kept the original voucher and Etihad's email confirming the merger, so I have documentary evidence of the amount and what Etihad told me.

I would be very grateful for any advice from anyone who has dealt with a similar situation.

Thank you.

sheramber

I have kept the original voucher

Why can’t you use the original voucher?

twopenny

Did you buy any chance take a screenshot of each account before you asked for them to merge?