Etihad Airways review: Etihad stopover hotel

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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