Ethiopian Airlines
Failed to deliver according to customer policies

Our flight to Zanzibar was overbooked. We were however boarded onto our connecting flight amongst some serious passenger confusion. Then a staff member from Ethiopian airlines told us to get off the plan (extremely rude). There was no formal communication according to policy whereby customers are meant to volunteer their spot for other passengers. Other 'standby' passengers were allowed onto the flight nonetheless whilst we were left behind. The staff were very rude and gave no comfort as to what was going on. We were promised a hotel for the evening as the next flight was 15 hours later. This promise (as well as policy - according to their customer policies) was never kept. We were left to sit in the airport for 15 hours. During the entire ordeal we were made to feel like we were in the wrong. We never received one apology. We missed 1 full day of our holiday which we can never get back.

Company: Ethiopian Airlines
Country: Ethiopia
City: Addis Ababa

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