Etihad Airways Contractor Found Passenger’s Phone Number In Company System, Sent Text Saying Block Him

A contractor working for Etihad Airways went to the extreme when he sent WhatsApp messages to a passenger after locating her personal information in the airline’s system.

Hannah Smethurst, 23, tweeted about the weird encounter afterward, saying she received messages from the Etihad Airways worker while waiting to board her flight from Abu Dhabi to Manchester. 

“A guy who works for the Etihad airline used my personal data which he found via the airline database after seeing my passport to get my phone number and proceeded to text me, terrifying experience traveling alone,” she posted to Twitter.

She also posted screenshots of the exchange, including one that reads: “Heyyy I have seen you from abudhabi,” with a smiley face emoji.

When she asked how he got her number he said: “I searched you in the system.” He clarified that he was “working” and used the airline’s system. 

“Sorry for the trouble. If am disturbing u… just block me,” he added. Despite this, about 10 minutes later the worker sent another message saying “FYI Ur flight is boarding.” 

Smethurst spoke with the Guardian and said the incident made her feel unsafe. 

“I was alone, so I just felt really vulnerable because it stuck in my mind that he knows my number, knows my home address and my full name and email address and obviously everything you give the airline when you book,” she said. “I just felt vulnerable and scared. [It] made me feel like he knew what was going on and where I was going.”

Smethurst informed airport staff but says they were dismissive and said a manager had offered to take her off the flight so she could file a police report.

Smethurst stayed on the flight and reported the incident when she returned.

“Our team have been in contact with the guest and Etihad initiated a full investigation as soon as it was made aware of inappropriate conduct by an employee of a third-party contractor,” Etihad Airways told Insider in a statement. 

“As a result of the investigation, the relevant employee involved has been disciplined in accordance with the contractor’s disciplinary procedures. The privacy and safety of our guests is our number one priority and we sincerely apologize for the distress caused to our guest.”

A guy who works for the @etihad airline used my personal data which he found via the airline database after seeing my passport to get my phone number and proceeded to text me 🥲, terrifying experience travelling alone. pic.twitter.com/qPWdg1rJlN

— Hannah (@hansmeths) June 21, 2023