Etihad Airways
Reviews and Complaints

I arrived to Sydney on Monday evening (22 May), my luggage did not come. I got a call on Wednesday morning (24 May) at 7am, had to call them back and found out that the luggage was found and it was delivered to me by a courrier before lunch on Wednesday (24 May). However, it came damaged (a big crack and a hole) and with the address tag missing. The baggage office staff I spoke to in the morning told me my suitcase was OK after I asked whether it was in good condition.

I cannot reach anyone in the airline, when I called their damaged baggage services, I was asked to leave a message and there was no opportunity to speak to an agent or customer service. I left my reference SYDEY28246 on the voicemail, my full name and number and even added a short description of the incident. The recording is max 30 seconds so I tried to be brief.

Can anyone help on how to proceed in this case? I am not at the airport anymore, and the courrier had to leave so I accepted the suitcase even if it was damaged. I received no receipt confirming the delivery either, just signed the electronic log.

I would like to request a new suitcase and a refund of the baggage costs I paid to the airline.

Thanks for your help!

On my way from Chicago all the way to Islamabad, I had a very interesting encounter with one of the Etihad gate agents while transferring on to my connecting flight from AUH.

As the gate agent called upon passengers to board, I proceeded to gate 58. Since I hold Gold Status with Etihad, I took the privilege of boarding with Business Class. The Gate agent named Sonja, verified my travel documents and inquired if I had a carry on. I replied to her in affirmation. Without even looking at my carry on she declared that I couldn't take the bag into the aircraft. Since I'm a frequent flier with Etihad I am well aware of the baggage and boarding requirements & allowances.

At that time, I asked her to take a look at my bag, which weighed less than 10 lbs and was not over packed or overflowing at all. I told her that I fly this sector all the time and have never had an issue attempting to fit this particular bag into either the business or the economy cabins, unless I'm extremely late in boarding and there's no more room left in the overhead. In today's case, since I was one of the first few people to board I knew that the cabin couldn't have been full.

Sonja's next statement completely astonished me! She told me that she didn't think that I had ever traveled on this plane and I had no idea what the dimensions were.

I was completely baffled by Sonja's Blunt and Rude behavior towards me. At that point in time, I very politely pointed to my boarding pass and showed her that I'm a frequent flier and Gold Status holder for multiple years.

I couldn't believe that Etihad airways allows her to conduct herself in such a harsh manner with her customers.

Instead of retreating, Sonja started lecturing me on the baggage allowance policies for this flight. She stated that I'm allowed 1 check in bag and 1 carry on. Even though I found this statement completely and utterly irrelevant & false, I advised her that since I'm a Gold member I'm allowed 3 check in bags and 1 standard carry on since I had been traveling from Chicago to Islamabad.

Even more shocking was her next statement. Sonja very sarcastically and loudly stated to me that this is Abu Dhabi and not the USA. By this time I was done talking to Sonja, since her conversations weren't making sense at all. I don't know what her last statement meant. Was she implying that since I'm my trip to Islamabad goes thru Abu Dhabi, I had to "off-load" my luggage? Since she so very clearly stated that I'll only be allowed 1 checked luggage from AUH. I told her that I need to speak with her supervisor as she lacks common sense.

At which time she ordered me to proceed on to the aircraft without delay, which is then what I did, without asking her about the status of my upgrade to business (I was placed on the waiting list by the Agent at the Lounge). Once in the aircraft, I comfortably placed my carry on in the economy overhead bin & even took a picture of it.

I have been a loyal Etihad customer for a number of years & have written numerous appreciation letters to commend the excellent services that I've experienced on board, mentioning specific staff members. Not only do I hold Gold Status with Etihad, I enjoy the same with Qatar & Turkish Airlines.

I am a Healthcare professional based out of Chicago with various consulting contracts throughout the world for which I travel often. I also am an avid Social Media user & write about my industry as well as Travel destinations on my personal Blog as well as Instagram.

I wanted to bring this incidence to your attention because of the fact that such incidences are becoming more frequent while flying with Etihad. I simply was not expecting such an aggressive, berating & belittling attitude at the boarding gate, especially due to the fact that I had just flown 13 hrs coming from Chicago.

Thank you,

Altamash Mir
Twitter: Altamashjmir
Instagram: mirfiles
www.altamashjmir.com
www.hhccusa.com

My name is lency joy, I was booked to fly from dublin to cochin via abu dhabi on 18/05/17, departure time was from dublin at 19:10. I was completed the boarding, and I wad in airline ready for travel, but I had a dry cough episode after entering into airline, then I felt little bit tigtness on the chest due to cough. I have requested a glass of hot water from your staff, also I had my ventolin inhaler, which completely helped me the situation. I have been prescribed by this is my own doctor after a recent cough and chest infection, which I have explained to airline team. I felt completely fine after the inhaler, was fit to travel, but they made big drama regarding this, contacted somewhere, decision made that I wasnt allowed to travel, and forced me come out from flight. I have no medical conditions to put me any risk to travel, also flying in time was very important to me as this was a an emergency, as my dad is critically ill and dying. I tried to explain all these to your staff, nobody was willing to listen, nobody was helpful, didn't understand my situation, though I begged to them. I felt that, I didn't even get consideration as a human being. First, they told me they will arrange ticket for following day, they will make all arrangements to do this, but whenever I came out from flight all the promises were gone, I have been told to arrange ticket myself, pay extra fees, also asked me to get confirmation from doctor to write that I m fit to travel. If they are that concerned, they should have get a doctor to see me or at least a paramedic crew, so they knew I was ok, but didn't want to help. I work in a medical field in u k, I know the policies and procedures, I never heard anybody was saying that, I wasn't allowed to travel in flight after taking ventolin inhaler ad my flight journey was 7 hrs. I was very distressed about this, I couldn't reach home in time to see my dad, I had to pay extra 437 euros for following day flight, then I had to completely go outside the airport to get a private doctor to confirm that I was fit to travel, which cost me another 125 euros plus my taxi charge to goto doctor. And worse thing, now I am late a day to reach home to see my critically ill dad. I personally think, I been treated very badly by your airline staff, I would like to make an official complaint re: this, also I need my compensation fully as earlier can. My email is [protected]@yahoo.co. Uk, ticket number is [protected]. I am still at the airport, writing this complaint, as I can't believe myself, what I have gone through.

I am on a flight to Dallas from Abu Dhabi on business class, suffering from incredibly annoying noise from the engines/aircraft. It is causing me a headache even though l'm using ear plugs... I cant sleep or relax or even watch a movie!
This should be addressed and fixed to allow the costumer to relax and sleep on a 16 hours flight!
I attached a video to document this.

Regards,
Hessa

We are family of 2 adults & a 11 yr old child travelling from Zurich via Abu Dhabi to Mangalore in Jet Airways 9W 501. Flight is delayed from 1AM departure to 2AM as of now. There was no information given about departure delays till about 10 mins before time of boarding mentioned in boarding card. Not a single employee of your airline was there to apologise or to give info on delay & possible time of departure! Person @ desk fiened ignorance as he was of Etihad! Don't you have Code sharing with them! Pathetic attitude & service! Worse still ARROGANCE! No wonder you are loosing market share to SpiceJet & Indigo in domestic market & had to be rescued financially by Etihad! Pathetic airlines. I will never travel with your ### arrogant disorganised airlines ever!

Dear Sir/Madam,
I booked a flight from Mumbai to dar es Salaam I was told it's a round flight from Mumbai to Hyderabad and after almost 9 hrs another flight from Hyderabad to dar es Salaam, I hv reached Hyderabad airport now and told me to wait near checkin counter till the counter opens at 1 am at night with no hotel or any other facility provided by Etihad airways ground staff. My checkin luggage were taken at Mumbai with tag given to me till dar es Salaam now my luggage has checked in but not the passenger.
This is what I believe once I board any airline flight I become their responsibility also so if I am in transit in Hyderabad isn't it the responsibility of Etihad airways to take care of the transit passenger.
But NO
Etihad staff takes no responsibility of any such facility and blaming me for choosing this flight and bluntly told me to suffer at the airport on the bench for 9 hour.
If this is what Etihad airways does to passengers than it's better to avoid such airlines who has no responsibility for their passenger.
Even low cost airlines like Kenya airways, Ethiopian, air ruwanda etc don't do it, if waiting period is more than 4 hours they immediately provide hotel accomodation or food coupans, but I guess it's not with Etihad airways.
Anyways I am waiting and suffering at the airport as I don't hv any choice as I even offered to pay for a lounge facility if they provide me but still these people are very happy to see me suffer waiting on a airport seat.
I will definately post this review/complain of mine on Facebook n Twitter n all social network.
Thanks for everything Etihad airways I hope not to fly ever again with this airline

I flew with my family with Etihad Airways on the 2nd April from London to Manila and I still do not have the miles from this travel redeemed.

I also joined the Etihad Guest programme with the promise of a 500 bonus miles upon joining, I checked my account and there is still nothing. Not to mention I joined back in the beginning of April.

I have emailed [protected]@etihadguest.com and they have not gotten back to me.

Hi,
I am travelling from AbuDhabi to Chicago(may7, 2017) on flight EY 151.
I have pressed the button to call an attendant to ask for water and someone attends after half an hour and says theyll bring water and turned off that light. She never came back. I press it again and no one responds. I called and asked them personally while they're walking and yet no response. I even explained the same to one of them and they didnt even say sorry or bring water. Why do you even have such button when you dont want to respond. Ive travelled internationally through emirates, qatar, air france etc., never ever i have encountered such cold and worst service.
I will never travel again and suggest my friends the same.
Thanks so much!

Since returning from Bangkok on 16th April and submission of a very lengthy serious complaint, I have received a short email on 24th April to say the matter is being looked into. Despite a multitude of emails to ask when I am likely to receive a response, I have heard nothing.

Customer Services is non-existant.

Baggage damaged and appalling customer service on board the flight from Abu Dhabi and Dublin.

Absolutely shocking and unprofessional airline

Since the 29th of April 2017 I have written repeated emails to [protected]@etihadguest.com for redeeming miles accrued by me in exchange for a ticket on Jet Airways (partner of Etihad as mentioned on their website) without any response whatsoever.
Such a callous and shameful attitude is deplorable and amounts to cheating the customer. Promising and promoting miles when booking but when it comes to redeeming, Etihad does not respond.

I was supposed to fly out of Abu Dhabi on EY 131 on Apr 28th. However, the flight was delayed due to some technical glitch for over 12 hrs and finally we left via EY 2131.

The level of support and service provided during these 12 hrs at Abu Dhabi airport was very bad. No food, no accommodation and since I am suffering from severe back pain it was even more troublesome for me.

No one from Etihad reached out to support or provide any assistance during this period.

I want to understand what sort of compensation will Etihad Airlines provide me with due to this inconvenience that I suffered.

I am not sure if I would like to book an Etihad flight next time I fly out.

Regards,
Shine John
shine.[protected]@spglobal.com
[protected]

Dear team,
Kindly I want to inform that I had very bad experiences from etihad service. My baggage was missing yesterday. I spend around three hours in airport. Also I spend one day in hotel. One I recive my baggage my trolley bag was damaged. Also I spend around 200usd for one day. But they for me around 25 usd. I surprise when they give me the invoice. Nothing is filled every thing is empty. It means cheating the customer
Waiting for the reply
Immediate action highly appreciated
Best regrds
Riyas

My name is Bhuwan. I have a bad experience with Etihad Air. When I was coming to Canada from Nepal via Etihad, I missed connecting flight of Air Canada in Toronto going for Halifax. When I asked officials of Etihad for help, they just dint care. What they said is to talk with their staff in London who also said we cant help because that was my mistake. After 15 hrs of suffering I came to Halifax by Westjet at the expense of full ticket on my own. I called my travel agency to coordinate with Etihad for returning Tax paid by me for the undelivered service to me by air company. But no any hearing till date and everything went in vain. I wanted to make aware management of Etihad to have system in place to help their customer who is in difficult situation. From this experience I learnt never to use Etihad for travelling no matter how much cost I should bear for other good service provider.

Feedback subject
Reservation/Ticketing Office

Comments
Feedback: Hi this Aravind Chellappa booked ticked(Ticket no:[protected]) on ur airways on 23 of this month for the travel date of 26-4-17. In my ticket it was mentioned that it was confirmed. Boarding at airport ur officers said ur ticket status was in no go, and to clear that they need some documents like ticket, passport, card details and all. I forwarded that all in E-Mail to ur concern(mail Id - [protected]@etihad.ae). And ur officer conformed that this will be processe min 12hrs and you will get a ticket in next flight to the destination. Evening time they called me and asking 26000 to travel in next flight. What kind of method is this I can't understand. For me you conformed the ticked while booking, and u asked for documents while boarding and I forwarded that too. Now again you are asking me to pay 26000 to travel. Where is my fault here? why I have to pay 26000? I delayed my works there by 1 day because of ur faults, I accepted that as a coordination. Now this 26000 also have to pay for your faults. What kind of system is this. I need a ticket in next flight, I can't wait here for a week for your faults. Attached all documents for your reference and quick respond. Arrange the things ASAP.

Your travel details
Flight Number (e.g. EY 256): EY239
Flight date: 26/04/2017
Ticket number: [protected]
Class of travel: Economy
From: Chennai, Chennai Airport (MAA), India
To: Riyadh, King Khalid Airport (RUH), Saudi Arabia
Booking reference: HRAOLU

Your personal details
Etihad Guest Number: [protected]
Title: Mr
First name: Aravind
Last name: Chellappa
Email address: aravind.[protected]@gmail.com
Mobile phone number: IN9486630207
Mobile phone number: SA534888375
City: Chennai
Country: India

When I sat in my chair I was next to an overweight man who was half sitting on my side of the seat. There were several spare seats and I asked the flight attendant if I could move. She told me yes and would let me know after takeoff when I could move. Before takeoff several others moved into these seats so I did also. I was asked to return to my designated chair and I asked why the others didn't have to and she just ignored me and told me to stay in my seat.
Later in the flight I asked for Diet Coke, she told me they didn't have any on the trolley. Next time around I asked again (as I thought they had ran out the first time) she very rudely told me 'I have already told you we do not have diet on this flight so don't ask me'. On top of this both Meal times were 'leftover vegitsrian' meals and there were to choices as to what food I would like to eat. It was not an enjoyable flight and the one flight attendant in particular was extremely rude and unkind.

I booked and paid for 2 seats on a flight to Trivandrum on 18 October 2016, Eticket ref [protected]. Booking ref UHOILU flying out on 21st March 2017. Using the Manage my Booking page I subsequently booked wheelchair assistance and as requested, telephoned to confirm my requirements

I was helpfully advised that Abu Dhabi had some stairs that I would need to negotiate and I confirmed that as long as this was all, I would be ok.

I have multiple health issues relating to an inflammatory arthritis plus osteo arthritis, osteoporosis, fibromyalgia and asthma. I am awaiting a hip replacement

When attempting to check in online prior to our outbound flight, I found that it was not available and was told to check in at the airport. All staff were helpful and I used wheelchair assistance to get to the plane door.

There is a mere 1 hour window between the flight landing in Abu Dhabi and the flight leaving for Trivandrum; pressure in itself but this was a schedule devised by your airline. However on arrival there was no wheelchair at the airbridge and having checked, none seemed to be en route. We arrived at gate 61 and had to board for the onward journey at gate 31 having passed through the required security at the transfer desk.

It was therefore necessary for me to walk between the 2 gates, I am not able to use the walking floor due to my disabilities. The walk was difficult and extremely painful as well as stressful due to time constraints. This was unacceptable in the circumstances but I believe that had we waited for a wheelchair to arrive, that we would have missed our onward flight. W e had no alternative but to walk. It was distressing to note the number of freely available baby buggy stations along the way, but not a wheelchair in sight!

There were no difficulties in Truvandrum - the wheelchair was available and full assistance provided both on the aircraft steps and onto and off the transfer bus to the terminal.

We returned to Abu Dhabi on 21st April- again, no problems with the staff at Trvandrum, nor at Abu Dhabi. We had taken the decision to enjoy a stop over in Dubai. However, due to the vagaries of your system and inconvenient timings of your coaches and being unable to use the facility other than on the day of the reserved flight, we booked an Abu Dhabi hotel for the 23rd April cutting short our time with friends in Dubai. We arrived at the airport from our hotel in due time to check in on the 24th April for our return flight to London

Again, there was no facility to check in online because of the request for wheelchair assistance.

On arrival at the airport 3 hours early my husband deposited our 3 pieces of luggage on the belt and I passed our eticket and passports to the check in clerk. She took our passports away and moved to the customer services desk, returned and told us to take our luggage back off the belt, reload our trolley and move to the desk with her.

Seemingly, there were no seats available to us because the flight had been deliberately oversold.

Whilst we appreciate that there is a routine no-show of passengers, we consider that we have been treated not only unfairly but in a discriminatory manner because we always check in online and had we been able to do so, would have had our seats confirmed 2 days earlier.

We forcefully argued that it was totally unacceptable to be bumped off this flight because of your particular system and because I am disabled, and not able to check in online. We also emphasised that because I am disabled we had had to make specific arrangements to be collected from Heathrow and transported to our home some 2.5 to 3 hours from there and it was out of the question to remain in the airport (quite where we never discovered) until the evening flight.

The lack of consideration shown to 2 elderly people, 1 of whom is a Blue Badge holder caused immense stress and we consider it disgraceful

Amazingly, 2 seats were sourced (!) and we were greatly relieved. Unfortunately these were not the 2 we had carefully selected, being mindful that your T&Cs do not guarantee this but found ourselves alongside the bassinet area and a child that screamed for nearly 4 hours. The cabin crew were extremely helpful and supportive

We were met at the gate by your Duty Station Manager and repeated our complaints. Whilst she polite, we were left to wonder exactly what the object of this exercise was as she merely signposted us to you.

I was further distressed when showing her a photograph of your coach driver on the Luxury transfer coach to Dubai that we had booked that showed him with his glasses balanced somewhere south of his nose and using his mobile phone to either read or text message. He then switched to using an iphone.

Her only comment was that the same rules do not apply in UAE as in UK. I appreciate this whilst finding it unbelievable, but I would have sincerely hoped that a driver responsible for the safe transfer of your fare paying clients along a notorious stretch of road would have used best practice to ensure our safety. Appalling behaviour in whatever part of the world.

Hello Ethihad airways,
My name is Geridan Greenwell. My wife Satya Kshatri and I had a reservation with ethihad under the booking # [protected] and [protected] with flight 275 (JQHWVV & HDYHXB ) respectively. We had this reservation done under my wife's name using her credit card ending in 9916
It's a round trip from sdf to Hyd and viceversa! She flew on the date feb 22nd and myself on March 6th.
Our first flight from sdf to Hyd went quite well for both of us. But towards the end of the trip, we had a very huge disappointment that I am not certain that is even reasonably justifiable through ethihad. Me and my wife almost got trapped in India, the flight left approximately 30 minutes earlier than it's scheduled departure time which end up in making us miss our flight. The departure time was 4.40 am but the flight took off @4.12 am on April 20, 2017! I was standing right beside the man who gave the orders to take off in the airport, begging them to let us board the plane since 3.40am. The flight was from Hyderabad to Abu Dhabi. Then we had connecting flights from Abu Dhabi to Dallas followed by Dallas to Kentucky (sdf). Technically I end up in missing 3 flights instead of just 1. So a big thank you for the whole team for not considering our request at any cost to board the plane @3.40 when the flight was due to depart @4.40 am.
The lady who works @ethihad airways counter absolutely denied any small help irrespectively. I booked this flight through OneTravel.com and the email confirmation noted the departure time 4.40 where as the staff end up in saying the departure time was 4.30 and how ever the flight end up in taking off @4.12 am
We were standing there helpless begging who ever show up from many different airlines to help us board the plane when we were there an hour early before departure. We spent thousands of dollars to book that flight and we turn around and spent more money to book a different flight just so my wife and I doesn't get fired from our jobs. There was no one at that airport who could provide any sort of information needed to figure out what to do next and how to help us. Instead the lady took us straight to the exit got our passports marked as late show and turned her back on us, walked off leaving us at the exit as if she doesn't care at all. She left us there at the exit beside an armed guard as she walked away not saying a word. We stood there for a minute in disbelief that this was happening. The guard denied to let us back in, even to get any information. In India, we were not allowed to walk into the terminals unless we have a flight booking. We had to request another guard to get some help on what to do next. So there we were, stuck in a different country with no information on what to do at all period.
We were leaving India we gave all our Indian currency and SIM card to my mother in law. So we end up with no money, no phone and no one to help. That devastating situation had put my wife in tears and myself in worry. Place yourself in our situation and imagine being stuck in Hyderabad, India.
We had to request a stranger to make a phone call just so I can get in touch with my one of my friends . Finally he end up in bringing me some money and a phone. That's when we called ethihad airways to check and see what's the next available flight. We spoke to a couple of the representatives, both end up in saying that they don't have any seats available till April 23. But surprisingly, when we checked online I found available seats for the same day in the late evening through ethihad. But the flight was only till Chicago not Louisville. So we end up in flying till Chicago, paid for a rental car and drove an extra 6 hours to my home..
So thats how the ethihad experience has been for my wife and I. It was nothing but stress. I can go on and on, but this is just a brief summary of what my wife and I had to deal with in just a matter of one single day...
As many people as we asked on that day, no one really tried to help us until we get to the Chicago airport USA. When we spoke to a manager of ethihad Mr. Stoyan Ivanov who was kind enough to help us in how to get in touch with ethihad and provided us a feedback code AI207670
We came from a family who love to fly and travel quite often to different countries and we are sad to say that no one ever experienced a terrible situation like we did.
So we would like an explanation for all this chaos and we would like one of the team members to contact my wife over the phone so we can explain more by speaking to them directly!
You can reach us on the phone number @+[protected] and email us @leena.[protected]@gmail.com
We look forward to hear from you as early as possible.
THANK YOU.
With regards,
Geridan Greenwell
Satya Kshatri
AI207670

We were traveling from Etihad to Newyork from Bangladesh on 18th March 2017. It was me and my mother she has arthritis and recently had a major surgery. Our flight was at 3:35 am and We reached with the bus to terminal a around 2:15-2:20. My mother was
T feeling well and requested to rest for a bit as she had high blood pressure. Our terminal was far, since she had trouble walking we reached the gate at 2:45 am but they didn't let us board. We had no idea that Abu Dhabi does pre immigration and we were not informed in the earlier flight. We had boarding passes. International the law is passengers has to be at the gate before 20 minutes. We requested to put us on the next flight but we had a strange response, apparently our booking was not accessible online. How is that possible? How can etihad issue a ticket but not access it? I was sent from one counter to another many times but no one was helping. My mom got seriously ill, and I had to take her to the clinic. All etihad staff refused to help with my ticket and kept on asking me to contact my travel agent. It was 3 in the morning in Dhaka and I kept on telling them if I have to catch the next flight which was at 10:00 am. I have to change the tickets here in the counter as I cannot reach my travel agent st 3:00 am at night. They told me then I have to stay in the airport for next 24 hours with my sick mom as if we miss the morning flight the next flight is again at night. The staff were extremely rude and unhelpgul. I have never heard in my life that a airline cannot access their own reservation and I have to pay again to be on the next flight if I miss a connecting. I had boarding passes and as per law if I miss connecting I should be put on the next one by the airline it's there responsibility. InsteD the staff recommended I but 2 more new tickets each for 2300 dollars each. Which is ridiculous.It's also there responsibility to inform me as a passenger about ore immigration. I had to wait for hours till I could access my travel agent and then pay another 900 dollars to get on the next flight. We were harassed and my mother got sick because of etihads disgusting service. We missed all our connecting flights to Boston from newyork and had to stay there a night. Me and my mother went through extreme stress. I am demanding that etihad pay for my missed flights and they extra ridiculous amount we had to pay. If etihad does not compensate us, I will be forced to sue the airline and also take this issue to media.

I have booked ticket for travel from Mumbai to Abu Dhabi and Abu Dhabi to Washington in business class.
When I arrived at Abu Dhabi I was told that there is no seat available in business class hence I cannot board the flight.
After discussions, I was provided alternate route (as there was no other option left for me)
On reaching destination I couldn't trace my bag and even after 6 days, there is no proper update.
My entire trip went for toss.
Have written few emails to Etihad, but there is no revert from them.
Never expected such unprofessional behaviour from Etihad.

Dear Madam/ Sir,

Would like to feedback regarding my latest travel with your company.
First of all, when one books a ticket under your company's endorsement, a certain level of curstomer service is expected throughout.
On Thursday 13th of April, I was embarking in the flight meant to leave London at 9.45 am.
The ticket attendant could not have been more pleasant and helpful!
However, things started to go downhill from that point. As I arrived in Abu Dhabi, I realised I have left my apple earphones on board and tried to get help to retrieve them. I was sent to the Travel/Transfer Service where they advised me to write an email. No attempt was made to help or call anyone that's doing the cleaning - despite only half an hour passing since we all disembarked .
In Abu Dhabi, I have also asked to buy an upgrade but I was abruptly told "No".
They could not have been less interested.
Furthermore my vegetarian options weren't passed on to my flight from Kuala Lumpur to Bali nor on return.
I travelled without a meal from Bali (Friday 21st of April - 19.20 flight) with Malaysian Airlines as they weren't prepared for serving vegetarians, again (quite a few of us on the plane)!
Also, the Check in desk representative was uninterested in helping changing my seats . They told me since Etihad is a different company, I should sort it out with you.
At Kuala Lumpur I have waited over an hour and a half, until way past midnight to get to speak to an Etihad representative. All this time the Emirates staff were incredibly efficient and punctual.
When I finally spoke to the Etihad representative she's remarked candidly that she's been there all along, doesn't understand why I have benn waiting . I found that statement antagonising.
Etihad didn't help in the end. I was told all seats are all booked ( both of my fligjts are full) and everyone paid for their seats!
Which is obviously, something I struggle to believe.
At that point I was very tired and irritable. (Luckily I had dinner at the airport in Bali at my own expense, as I realised I won't get a meal on the plane).
I am quite unhappy with the way the system was designed. Whilst holidaying on an island where internet is not a reliable commodity, checking in online wasn't an option. However, having I paid for over £800 for this journey I feel a certain entitlement to be guaranteed the service purchased . Not being able to check-in in advance should not cause this sequence of failures that I have experienced back and forward.
I am still puzzled by how the airport representatives in Abu Dhabi didn't even entertain the idea of me purchasing an upgrade. Surely, one can run a business a bit savvier; turning down income seems silly.
Now having read a complaint site about the customer service at Etihad, I realise that refusing upgrade is a common practice. Also, helped putting my problem into perspective as I can read many people have gone through much worse.
May I just end saying this is not a sustainable business model and sooner rather than later this will catch up with Etihad and customers will opt for other airlines.
Looking forward to hear from you on compensation about the meals I wasn't provided, the earphones I left on your aircraft and the poor customer service.