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Etihad Airways review: Etihad stopover hotel

Sosophie of London, US

Jan 03, 2024 2:17 am EST

Verified customer

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I am writing to complain about the terrible booking experience and follow up support I have received whilst planning to travel with Etihad from London to Bangkok in January 2024.

I used the website to make a business class flight booking. Upon booking I was intrigued by the option offered of spending 1 night in Abu Dhabi with a complimentary hotel as part of your well advertised stopover programme and selected it as part of my booking. I followed the straightforward booking prompts and was able to confirm my booking with stop over time.

When I tried to book the hotel on your website, an "invalid stopover PNR" error appeared. This surprised me as I had specifically selected the stopover option when booking my flight. I used your online support who informed me that my stopover was less than 24 hours and I was therefore not eligible for a free hotel booking. I followed up with a phone call to your help desk who relayed a similar message. I am now faced with the prospect of a 21 hour layover with no option for accommodation after following your website booking instructions

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Etihad Airways response

Jan 04, 2024 8:43 am EST

Etihad Airways customer support contacts

Phone numbers

+1 (800) 266-7883

+44 345 608 1225

Address

New Airport Road, Khalifa City A, PO Box 35566, Abu Dhabi, AE

Website

www.etihad.com

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Thank you for bringing this to our attention, Sophie. We understand that you are interested in our free stopover offer; however, this offer is subject to terms and conditions, which can be found by clicking "read more" before choosing the flight. Feel free to visit our website for more details: https://www.etihad.com/en-ae/abu-dhabi/stopover

For this trip, you can also use our lounge until your boarding time if you are traveling business class. *Ann

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This complaint has been resolved automatically due to user's inactivity.

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