Etihad Airways review: Recent trip with Etihad Airlines 1

Subject: Urgent: Extremely Disappointing Customer Service and Journey on Return Flight (Reference: R83LPV)

I am writing to express my profound dissatisfaction with the service and overall experience during my recent return flight from Mumbai to Abu Dhabi and from Abu Dhabi to Toronto.
On February 6th, I departed from Mumbai to Abu Dhabi. I had upgraded one piece of luggage from 23kg to 32kg and confirmed with the agent that the charge of $100 USD would cover the entire journey from Mumbai to Toronto, despite a 2-day stopover in Abu Dhabi. After confirming several times, I proceeded with the payment.
However, I encountered two major issues with this charge. Firstly, the agent in Mumbai only allowed luggage weighing 29-30kg, claiming 32kg was too heavy for airport handlers. This misleading information was frustrating, and I was told to address it with Etihad directly.
Secondly, at the Abu Dhabi airport, I was informed that the charge only covered the journey to Abu Dhabi and not to Toronto. Despite showing proof of payment on my Amex app, the staff, including Shehab and Omar, were unhelpful and dismissive. After spending 45 minutes at the counter trying to resolve the issue, I was told I needed to pay additional charges to continue my journey.
Ali, another customer service agent, claimed I had no proof of payment and insisted I pay again or risk missing my flight. Despite the lack of empathy and apologies, I had no choice but to make the payment. My husband was on the phone with Amex, trying to resolve the issue, while my daughter and I endured stress, fatigue, and hunger.
Additionally, I requested to check in our cabin luggage complimentary, as was previously offered in Mumbai and Toronto. Ali assured me he would arrange this at the gate, but no such arrangements were made.
Furthermore, unlike other airlines, Etihad did not allow seat changes at check-in. As someone with a hip issue, I requested a window seat to stretch my leg, but my request was denied, resulting in significant discomfort throughout the journey.
After standing at the ticket counter for over two hours, I was left with a severely negative impression of Etihad's customer service. This experience has profoundly impacted my perception of your airline, and I will be sharing it on social media and with Etihad Corporate members. I urge you to address these issues promptly to restore confidence in your brand.

Sincerely, Samim Mulla