Etihad / flights
To whom it may concern,
We are a Diplomatic family that travels on a regular basis and we've never been treated so unprofessional in all our years of flying.
We chose to use Etihad due to their good reputation and service, unfortunately it wasn't the case yesterday on our flight from Athens to Abu Dhabi. The flight departed about 1 and a half hours late from Athens which meant that we missed our connection to Mumbai (909).
Upon our arrival at Abu Dhabi we were ushered by one of your officials to one side explained that the flight has left and that they also didn't have space on the next morning's flight (today the 29th of July ) and we could only depart maybe in the afternoon. I enquired about sleeping arrangements as we had 2 small children with us. They mentioned that the only option they had was to book us into the transit hotel since we couldn't leave the airport due to our diplomatic passports.
The accommodation consisted of a small cubicle with a bunk bed. ..which meant our family was split up and the kids had to share our bed as they were petrified of falling from the top.
When I enquired about freshening up they mentioned that we should use the public bathrooms to wash-up in the morning. I was completely shocked as iy was the airline's fault and they didn't offer us the Etihad lounge for this purpose. When I explained that it was Etihad's problem your representative told me it's not their policy. After a while one of your representatives indicated that we might use the lounge but only for 10 minutes to freshen up.
Since we didn't have our baggage we had no clothes or toothbrushes. We asked and they said that they would make a plan providing us with toothbrushes ...but alas...no news from your staff yet and it's now 5 in the morning.
They handed us some meal vouchers which was only valid at about 3 outlets. ( not everyone is addicted to Burger king ) The items allowed per outlet was also restricted which meant we used our own money to provide for our children's dietary requirements.
Anyway. ...hopefully we can leave for Mumbai today. I will make sure that I share my experience with all our colleagues from all Diplomatic missions, Embassies and Consulates as this is shocking without even a apology from your staff. They say one swallow doesn't make a summer or we are a drop in the bucket. ..well I will do my best to inform as much people as possible including photos.
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