Etihad Airways
Reviews and Complaints

Dear sir,
My credit card ending with ...4108 has been charged for a Flight leaving 16th Nov. from KHI to NEWYORK COSTING CAD 875.49 x2= 1750.98 for two tickets.
These tickets were never booked and have not been confirmed by Etihad Airways.
The only tickets which are booked for our 16th November2015 flight are Confirmed Tickets from KHI to YYZ which has been confirmed by Itehad Airway through Confirmation Code GFYBXY and payments for these tickets are already made thru my Credit card @ CAD 833.89x2=1666.78+insurance charges CAD110.28.
The tickets for NEWYORK have been charged by mistake and Itehad Airways accepts no responsibility and says this has to be sorted out by EXPEDIA.com who are their Agents.
A refund

voucher should be raised by Expedia. com.
I have been perusing this OPEN AND SHUT case but your organisation which is basically responsible for my bookings, has not taken any action. please note my bookings also are covered by Insurance which I have purchased with my main Booking (16th Nov 2015 KHI-YYZ)
I am now raising a Dispute and may be Legal steps may be taken in case no action is taken on your part.
I have already in formed my Credit Card Co. That I will not re-imburse them for this expense.
Sincerely,
Ali Haider
Safdari Haider
Email:[protected]@yahoo.com
[protected]@gmail.com
cell [protected]

Booking ref: 2SE2DC
Airline booking ref: EY/ZBNEQH
Ticket:607-[protected]

I filed my initial complaints on this page on 27 February, which has not been addressed in this complaints board as of today (14 March), but I also acknowledge the receipt of an email from Guest Relations saying they have shared my comments with Cabin Crew Performance managers.

I took my flight back from Tokyo - Abu Dhabi - Brussels on 11 & 12 Mar. The total duration of the travel was more than 24 hours.

On my flight from Abu Dhabi to Brussels, the cabin crew again told me 2 of the 4 main dishes had been sold out and I had to choose either beef or dumpling dish. I basically had nothing to choose because I don't like beef or dumpling. The cabin crew told me that I should have asked for seafood meal in advance before checking in so that I don't have a problem with my food, but even another passenger next to me laughed at this comment saying we were flying on business class and such situation (of not having much choices on our main course) should not happen.

Maybe you should inform all your passenger who fly between Abu Dhabi and Brussels that if they are seated Row 8 or before, they don't have much choice on their main course and they should file a request in advance to make sure they won't be disappointed.

With this experience, I see clearly that Guest Relations did nothing about my complaints (i.e. did not tell anything to Cabin Crew Performance managers) and I had to bear with the same problem of not having free choice over my main course.

In summary:
on 25 Feb:
- Only 2 dishes out of 4 dishes were available for me to choose
- Cabin crew did not serve appetiser nor dessert nor tea/coffee
- Cabin crew did not give me Fast Track pass although he gave it to all the other Business Class passengers

on 28 Feb:
- The chauffeur service on 28 Feb was not arranged until 10 hours before the flight
- When I called 24 hours in advance, Customer service could not provide any concrete answer
- He also did not agree to call me back at my hotel and I spent AED45 for the phone call which did not provide me any answer
- He said he would "email" the Chauffeur service to call me back at the hotel to confirm the pick-up time, I only received an email 10 hours before the flight
- I had to go to Abu Dhabi from Dubai, so I hope you can appreciate how stressed I was for not hearing from Etihad until 10 hours before the flight

on 12 Mar:
- Only 2 dishes out of 4 dishes were available for me to choose - again!
- Email I received from Guest Relations Officer on 7 Mar said they had shared my comments with Cabin Crew Performance managers (which I doubt as the same problem occurred)

Guest Relations Officer offered 5000 miles for the incident on 25 Feb. 5000 miles worth less than 40 USD and I do not see it is even near to compensate for all the inconveniences I had on the flight on 25 Feb - or maybe this is how Etihad actually treat their business class customers.

Dear Guest Relations team - I prefer you to write me here now to explain to me and to the public how you will compensate a business class customer for:
1) not offering the full menu
2) not serving appetiser / dessert / tea / coffee at all unless specially asked
3) not giving Fast Track ticket
4) not arranging the chauffeur service properly and stressing me out
5) not communicating my complaints to avoid the same problems - although it was requested in the email and in this compliant board repeatedly
6) asking business class customer to file a request in advance to secure something they can eat is available
7) not addressing my complaints on this complaints board for more than 2 weeks although you have addressed other complaints filed after mine

Clearly Abu Dhabi - Brussels flights (both ways) were the worst business class experiences I had ever had and I am totally shocked. I even feel betrayed for choosing Etihad for my business trip. I spent over 3000 USD for the entire trip with Etihad and what you suggested to give as a compensation is less than 40 USD. Totally shocking. I request for your prompt reply and real action on this matter.

Dear retro claims I sent you an email on Sunday 5th march regarding my missing points. I took an Alitalia return flight from London Heathrow to Sicily via Rome. I gave my Etihad membership number to the Alitalia booking dept and it showed on all my boarding passes. I have been back in the uk since Saturday 4th march and see that I have still not been credited with these points. This is very frustrating as I hoped to use them to put towards an upgrade on flights I'm taking with you on either 28th march or 19th April. There are currently award seats available on both flights but I'm not able to book as these missing points have not registered on my account. I'm extremely disappointed that you have not got back to me since you sent an automated email on Sunday. I feel that this is a very poor service. I am a silver member and a frequent customer of Etihad.

Here is my membership number.
[protected]

All the boarding passes for this flight where sent to you in my last email to the retro claims team on Sunday 5th march.

Regards

Richard Hargroves

Sent from my iPad

The flight was in Jan and upon return I realized one of the suitcase was broken.

I lodged a complain on 15th Jan 2017.

Followed up after couple of weeks and upon follow up I received an email to request more information on 31st Jan 2017. I forwarded details the next day.

After waiting for few more weeks, I posted on Complaints Board on 16th Feb 2017 and received a consolation response the next day but since then, no progress.

If this is what Etihad considers customer service, then sorry, this is very poor.

So officially, it's been 7 Weeks but no response.

RQID: 525853

Booking ref: 2se2dc
Airline booking ref: ey/zbneqh
Ticket:607-[protected]

[i sent the below message to [protected]@etihadguest. com on 27 feb, no reply as of now]

I took a flight from brussels to abu dhabi on 25 february on business class (booking class c). I was served by a male flight attendant whose name, I believe, is max (by the way his colleague called him).

Before the departure, he came to ask me which dish I liked to have for the main dish. he told me the pasta dish and the beef dishes were already taken, so I had to choose from fish or lamb. he also asked me when I liked to have the meal as etihad would prepare a meal anytime we like, so I asked him to bring the meal about 2 hours after the departure.

After more than 2 hours from the departure, no sign of dinner, so I asked him to prepare the meal for me. to my surprise, when he came with my meal, he brought the main dish without any starter. I ate my main dish (fish) and when he came to see if I had finished eating, I asked him if I could have some starter dish as I wanted to have more vegetables. he looked very surprised, but agreed to bring a mezze dish. when I finished the mezze, he came to my seat and without asking if I wanted to have a dessert, he cleaned my table and left. I was not even offered a cup of coffee or tea.

Then, when we were approaching abu dhabi, I learned from the announcement that business class passengers had received fast track tickets to go through the passport control. I never received one. when we landed, I asked another male flight attendant if I could have a fast track ticket. he looked very surprised, and asked max where the tickets were and told him that I was missing a ticket. max told his colleague that he would give me the ticket at the exit when I disembark. I looked around and everyone else on the business class had already received their fast track ticket. I was the only one without a ticket.

I fly regularly with mainly star alliance airlines and I have had some experiences on business class with several airlines, but this was by far the worst experience I had - although I was expecting a nice experience after seeing many positive reviews for etihad business class. I still have 3 more flights continuing after this (auh - nrt, nrt - auh, auh - bru) all on business class, and I really hope the experience won't be the same as the one I just had.

I expect I will have a full range of choice for my main course. even if I choose to eat after the regular serving time, I expect to be served a full meal - a proper starter, a main dish and a dessert - unless I ask them not to serve any. I also expect to have full drink menu offered to me - offering a cup of coffee / tea after a meal is something basic, in my opinion. finally, I expect all the service available for a business class customer will be offered equally to me - including fast track ticket - unless the service is excluded for my booking class (e. g. chauffeur service for my fight auh - bru).

I request for a considerable compensation for the service which was way below what you promise on your website for a business class passenger on booking class c - I clearly did not receive the service you promise to offer. I also request none of these unpleasant experience will happen on my coming flights, and expect at least a "normal" business class experience will be offered to me.

I ask for your urgent action on this matter to avoid any future disappointment with etihad.

[i am adding a new complaint as of feb 28]

On 31 january I booked a chauffeur service which is a part of the service provided for my flight from abu dhabi to tokyo narita which leaves on 28 feb - in 21 hours. for my flight on 25 feb, I received the confirmation sms and email for the chauffeur service at least one day before, but I have not received anything for my flight today. I checked online at least 30 hours before the departure, but there was no way I could check the status of a chauffeur service.

I called the customer service about one hour ago from my hotel. to be able to speak to a customer service personnel, it took at least 4 minutes to just go through the recorded menu (which also took me to options which do not connect to a personnel). finally when I reached a person, I asked him to call back my hotel because my hotel was charging me 5 aed / min for the call. he did not agree to call back, instead, insisted I continue to speak to him.

I asked him about the chauffeur service status - and he said he would "email" the chauffeur service. I asked him to request the chauffeur service to give me a call asap at my hotel, and he said he would write this request in the email to the chauffeur service. he also told me I should have used internet site to contact and confirm the chauffeur service - which I tried this afternoon, and nothing worked.

More than 1 hour has passed since then, and I have no confirmation email nor call from the chauffeur service. the total call lasted for 9 minutes and my hotel charged me 45 aed.

I have a confirmation email from etihad to confirm my request for the chauffeur service - which was requested on 31 january. therefore, the request was made properly. however, for some reasons, as of now (21 hours before the flight) , I still don't know when the chauffeur service will pick me up.

I request etihad to take an immediate action as I will need to find a way to go to abu dhabi airport from dubai and if you are not sending the chauffeur service, I will have to find an alternative quickly. again, I am very disappointed after a terrible flight experience. I totally regret booking etihad for my business trip - which is already stressful enough and I don't need additional stress like this.

Please email me back or call me at my hotel in the morning of 28 feb for the chauffeur service confirmation. I also request for 45 aed to be paid by etihad as this was the cost which does not need to be spent at my side as I have booked the chauffeur service properly online (i can provide the email if you need a proof).

I really hope you will improve your service significantly. I did not pay a high price to get such a terrible service.

Dear Sir/Madam,
I was flying from Abu Dhabi to London on 26 Feb 2017. I checked in online and chose the aisle seat in the exit row. Shortly after settling, the stewardess asked the couple sitting on the exit seats to move to different ones at the end of the plane, and asked me to change my seat and move to the one beside the exit door because the couple sitting there paid for the exit seats (which were wrongly allocated to the other couple) but were senile and did not know how to operate the exit door. I chose my seat to be the one I initially selected. It was VERY cold where I was sitting and I hardly managed to sleep with two blankets during the 8 hours flight.

I do not find this professional. If there is a mistake by the airline's staff and the seats paid for have been allocated to someone else, a different action should be taken. It is not professional asking someone who has previously checked-in online to change his/her seat because of the mistake on behalf of airline's staff.

I have to highlight that I was not asked WHETHER i was willing to change my seat. Rather requested to do so, i.e. no other choice.

Regards,
Sara

Hi,

This is Swati Karande. I have forgot my wrist watch during the process of security checking while coming from Abu Dhabi to Mumbai on 19th Feb 2017.

Flight Details :

Flight No - EY212
Time - 01:55
Gate/Terminal - GATE-3
Confirmation Number - PACDBU

Watch Details :
E-Spirit, Rose gold color.

Could you please check and revert me for the same?
Please let me know if you need more information.

Thanks,
Swati

I booked a flight on Etihad and tried to cancel within 24 hours. I was informed that no refund was possible as I had booked a non refundable flight.
I was not informed that I could have put a 24 hour hold on the flight but I assumed that I would get a full refund if I cancelled within 24 hours.
This, I am told is not the case with Etihad however most airlines will indeed refund if cancelled in 24 hours. In the USA this is always available even though my ticket was issued from the USA.
BE WARNED

Flight EY264 on 7th February from Bahrain to Abu Dhabi then connecting flight to Sri Lanka.

we were LIED to at Bahrain airport by Etihad staff member and told the system was down so he could not provide us with boarding cards for the second leg of our journey. How incredibly unprofessional not to be given pertinent information so we could have made an informed choice on our altered travel plans and merely stayed in Bahrain and took a later flight rather than being inconvenienced at Abu Dhabi and put in a hotel with no baggage.

On emailing customer service it was explained that etihad have a regular policy of reselling seats. So our seats were sold TWICE and we had to wait 7.5 hours before flying on later flight EY266. I really do not understand the below explanation from customer services:

'On most major airlines, a proportion of passengers book seats on flights and thendo not present themselves for the flight and do not telephone to cancel theseunwanted seats. In order to minimise the effect of thesepassengers, and to enable their seats to be used by passengers who would otherwisenot be able to travel on their chosen flight, airlines may overbook flights.

Whilstwe make every effort to provide seats for those guests who have confirmedreservations, seat availability is not guaranteed.'

But etihad - we had to prepay for our seats so above reads as nonsense. If the seat is paid for then etihad do not 'lose' out as the seat HAS BEEN PAID FOR!... and a reservation is VERY different to a BOOKED AND PAID FOR seat.

To add insult to injury we were not placed together on the flight to Colombo. We were offered an alternative flight via Singapore (not even a consideration) but not a direct flight with another carrier. The customer service representative was completely devoid of any sympathy and was certainly not of sufficient caliber to work on or even under a help desk in ANY capacity. The initial complaint email I sent was responded to and pertinent information was incorrect. (Flight destination and my title) plus condescending in tone.

We have been offered a token $200 compensation to be used for another flight OR excess baggage. Requested an upgrade on return flight and was told not Etihad policy. Still waiting for response from last email written On 12th feb (6 days before flight home) so NO chance of using said 'compensation' for excess baggage on that particular flight. I would also like a refund of first nights accommodation which we did not utilise.

To add insult to injury we had the worst seats on return journey... 8 seats that don't recline on the whole of the plane and Etihad placed us in 3 of them... and once again we weren't seated as a family.

EY265 -17th Feb
Reservation - ptr xbu
Nicholas Page
Michelle Page
Sylvia Smith

Worst experience. Ever.
So disappointed. I would also like your instruction on claiming for lost hotel accommodation.

Get Outlook for iOS

Hi,

First time I am using etihad airline and it's my worst experience is going on. Our flight is delay approx 30min (10:50pm 16th Feb 17schedule) Riyadh to Abu Dhabi. In Abu Dhabi we reached before 40min of connecting flight but (schedule connecting time is 1hour 10min). Ground staff refused to boarding that flight and mentioned this flight is not possible and you need to take next flight after 12hour. They give me lounge access for only 5hours and that lounge haven't sleeping facilities, after 5hours once again we go and meet with customers service they give me sleeping pods access. There we can sleep but they not provide blanket, pillows and none of food item.
My question is very simple why etihad team not allowed to boarding schedule flight. If it is not possible than why they not provide hotel with complete facilities.

As per my information etihad customers complain never take any action. But I would like to share you own worst experience and I promised you in future I will not travel again and never suggest anyone.

My name is gyan prakash
Booking Code: PVBKIQ
Email id :[protected]@gmail.com

On an Etihad flight, one of my suitcase was broken.

I lodged a complain and its been more than a month but there is no response. The only email I have received is to provide further details and that too after escalating the ticket using there phone line.

This has been one of the worst flying experience and customer service. Interestingly, Etihad doesn't have any phone number for their customer service department, the only way is email and no guarantee of response.

RQID:525853

I flew from Manchester - Abu Dhabi and then Abu Dhabi to Sydney on flights EY016 and EY454 on Monday 13th February - Tuesday 14th February and, after months of looking forward to my trip to Australia, was extremely disappointed with the flight - which completely ruined the start of my holiday.

I suffer with anxiety, and being a solo traveler, was already nervous about such a long flight. Towards the end of the flight, I spoke to a member of cabin crew to advise them that I was not feeling very well, sick, dizzy and very panicky - to be greeted with a look of disgust, made feel like I was an inconvenience, and treated like I was just in their way. I was made to stand in the galley and given a glass of water, and them promptly ignored by every single member of cabin crew that passed by. In fact, I was repeatedly asked to move out of their way. Not once did I see a member of the crew smile. This, in turn, made me feel even more anxious so I returned to my seat to see if I could at least try to feel better. I was ignored, made to feel stupid, and felt so unwell arriving in Sydney. All I needed was to be reassured, perhaps offered somewhere quiet to breathe, and to know that somebody was there if I needed help.

Moreover, any request for a drink on board was met with an attitude, and the direction to serve myself from a bottle of water sat on the galley, to which I had to find my own plastic cup as there were none available.

The crew seemed stressed, agitated, pissed off and I felt as though my anxiety was just an inconvenience to them. I would never have asked for help unless I was feeling VERY unwell, as I can mostly manage this myself - but to be dealt with in the way I was made me feel belittled and angry.

I am now VERY anxious and worried about my return flight on the 13th March, as a very nervous solo traveler - the experience I have had on my outbound flight has filled me with dread for what I may need to endure on my home.

I would like this complaint to be taken seriously and would expect a very prompt reply as to how Etihad will make sure that my mental health and comfort is supported on my return flight. I find it very difficult to understand how your airline has received a 5* rating for customer service - it was 2* at best. I couldn't even get so much as a smile from any of your staff.

I was travelling on 10 feb from delhi to dubai (pnr :eykdqs)
There were no blankets provided in economy class so I asked the crew for the blanket (15 times atleast). your arrogant staff provided the blanket only when half an hour was left for landing. if its a 5 star service may I know why the blankets were not provided earlier only
Then I boarded the etihad plane for frankfurt. while serving snacks they simply told that they donot have vegetarian option. then came breakfast. they gave us prior saying the veg will finish soon. I was happy but soon it faded away as the food was stale. it was smelling. moreover in the menu there was vanilla bread but they gave us something else.

I wonder how you guys got a 5 star rating with such arrogant staff and bad food service.
Shame on you guys

Hi,
I travelled with Etihad with my wife and kid on 23-December from Dublin to New Delhi. I have a guest account ([protected]), my wife's ([protected]). I did web-checkin before travel and provided these guest numbers while check in. Still miles have not been credited to my account.

Also post travel, I waited for few weeks then wrote to Retro miles email ID - [protected]@etihadguest.com and also to [protected]@etihadguest.com for claiming the missing miles and sent multiple follow up emails.

There is hardly 1-2 responses yet to the emails which says - its under processing. There is no good response and resolution of the matter.

Also your online miles claiming portal doesn't work anytime. I had complaint about it 1 year back and they told, it will be corrected soon which has not yet done.

I hope my missing miles will be credited soon.

BR// Hemant

My luggage was lost by etihad six months ago. I have dozens of emails documenting the incompetence of baggage claims staff, namely igor sopanja ever since.

I have been emailed with igor sopanja from baggage department in abu dhabi for 6 months. I have lodged my case on the etihad website and emailed all necessary documents to igor sopanja from the baggage department three times.
Igor sopanja is completely incompetent. For example he insisted my luggage had been delivered to an address I had no association with four days before I even departed. He then copy pasted an excerpt from international laws and regulations saying -
Persuant to transport regulations the final carrier airline is responsible for the damaged or lost luggage.
He tried to tell me turkish airlines was responsible while my boarding pass clearly says etihad. I transferred from turkish airlines to etihad in istanbul so the luggage tag is a turkish airlines number but the final carrier is etihad.
This battle has been going on for six months.
I have called the abu dhabi office four times to speak igor sopanja in person but I can never get through to him. The phone line cuts or he is unable to take the call.
I have called the sydney offices but no one will connect me to senior management as per my request.

I had travelled to Trivandrum from Zurich on 16 December ref
EY/ETKT [protected], I arrived at trivandrum and one baggage is missing which is still not recovered. The staff has written PIR and given interim amount ans said they will deliver the item next day. I would like to reclaim the cost as well as difficulties caused.

On the return back the JET airways connection to Abu Dhabi from Trivandrum would not check in my baggage saying it is overweight. I agreed to pay the fine which they accepted and checked in only till Mumbai. I had to collect the baggage and check in again at Mumbai. This is too much of inconvienience considering the fine I payed was almost equal to a ne time fine for over weight from Trivandrum to Zurich.

Respected Sir, Madam
I submit the follwing few lines for your kind consideration and necessary action please.
On 29 jan 2017 I had checked in online and presented at airport Chennai well in advance .
After checking the weight of my hand luggage and my dropin baggages he was issuing all of sudden one person belonging to your company stoped him and told me that I can not board the aircraft. After a big altercation he said he is the manager of the company and started behaving rudly saying that I am drunk. For your kind information that I was on my foot without any help. ofcourse I had taken few pegs of brandy with my Indian friends. He asked one of my friend WHO HAD ALREADY CHECKED-IN and was in possesstion of his boarding pass, to re-weigh his hand baggage. After a tug of war between him and this so called Manager of your company they issued me boarding pass. He and two of his collegues were following us. During security check he spoke with the CISF personnel to block me at the entry, which they refused.
After that I proceeded to boarding area and there was more than 70 minutes, I went to the smoking room to smoke his collegue came to me and said his manager is calling me for which I replied to leave me peacefully.
He requested me that his manager will scold him and so I quited smoking qnd proceeded for boarding.
After boarding, I was proceeding to my prescribed seat, one of the techinicien came to me and asked for boarding pass. I told him that I know where is my seat and went to my seat. Then this so called manager was instructing to air crew something which I least bothered. He called my friend and told him that due to him he has allowed me to travel.
You can verify with the aircrew of EY269 & EY37 OF 29 Jan 2017 if I or my friend misbehaved with them or disturbed them.
How these type of men you can put as manager who is behind harassement of foreigners/ passangers for the motive of MONEY.
I humbly request you to investigate this matter and please inform me through email please. ([protected]@yahoo.com)
My ticket details is Y89YFC.

In December, we were planning to visit India to meet family and friends. Having heard good things about Etihad, we decided to book tickets with a stopover in Abu Dhabi & Dubai on return. The flight to India was good (except food) without any drama.

While returning to Melbourne with family, we started our journey on 8 Jan 2017 from Jaipur airport by Etihad flight EY 207. At Jaipur airport, the check-in staff allowed us to check-in all 6 baggage without any issue.

As planned, we had a great time in AbuDhabi & Dubai for 5 days. At the end of it, we arrived at the Abu Dhabi airport with all the baggage to check-in for our next flight EY486 to Melbourne via Perth. The staff at the airport refused to check-in and demanded we pay for the access luggage referring to the tickets that allowed 4 baggage. The staff even threatened to call police if I didn't pay. In the middle of my journey, traveling with young family, I was left with no other option but to pay to safely leave UAE. It literally felt like extortion. It seems, the staff at Abu Dhabi airport didn't hold any respect for passengers. When I requested for some help, the person said, why should I let go the revenue. I think what they didn't understand is the importance of repeat business.

The experience was traumatic and unprofessional. Had that been pointed out at Jaipur airport where we begin our return journey, we would have made alternative arrangements but at Abu Dhabi airport, we were left with no option. We wish we had left UAE with good memories.

I sincerely request a full refund. Thank you for your consideration.

RQID:521188

Hi!
Just like to complaint and inform you about my Worst horrible Experience ever with your Staff in your Etihad Airways Counter in Abu dhabi Mall.

As i always wanted to have a very convenient flight going back home, I always choose Etihad Airways compare to other leading Airlines.

I just got home from the mall and purchased the ticket today, Feb. 1, 2017 at around 7 o'clock in the evening.

Have a discussion with your Staff named "Waqas/Waqar" about the flight that I wanted to purchase. He is about to arrange the details in your system. But I remember that I just renewed my Passport and will gonna have it soon before my flight. I am just asking and explaining to the Staff about the correction of my name to avoid problems during my flight. And He started to speak loudly and rudely that seems like "I owe him a lot so I should keep listen and follow Him for whatever He's saying". I keep informing Him about my concern so I can avoid the problem incase.

He still sounds very rudely and Impolite... So I told him to "SHUT UP!" And just do his job, because He is already arrogant and doesn't like to accept my explanation about my Passport. So He stand up and shouted at me infront of my friend and other Indian customers ( at my back ) while slightly pointing me at my face and keeps telling me that He will not book my ticket instead, HE WILL BLOCK ME in Etihad Airways and I should also "SHUT MY BLOODY MOUTH"...

He keeps on yelling at me, moved my bag from the counter and FORCE ME TO LEAVE! I took his photo and told Him that I will complaint Him. He told me that I cannot do anything about it because He is in the Service for more than a decade. So I told him that He should not be acting like that because He is working in a Customer Service and very prominent Airline so He should be polite. We keep on yelling to each other and Im about to call a Police because of His behaviour. He talked to the Indians at my back and said that He has witnessed, I told Him that I have my friend as a witness too who saw and hears everything. He took the copy of my passport and make a copy and returned the copy to me and still told me that He will block me and cannot fly from Etihad anymore..

He started to calm down because I noticed that He saw Locals beside me. So i started to calm down too and asked Him what now...? So, He took the copy of my passport again and started to asked me my details again in a very low tone of voice and finished the transaction.

I know my right as a Customer, I also tried to control my temper from the beginning where He acted and sounds so rudely. This is the first and worst experience that I encountered with your Staff. I FEEL SO BAD, DISAPPOINTED THREATHENED and VERY DISRESPECTFUL.

Hope to hear a DA/ Displinary Action from your side.
Thank you!

-Francine Ubaldo
[protected]@yahoo.com

I have already complained directly to Etihad but since the initial acknowledgement over a week ago, I've heard nothing, even after sending a follow up email 5 days later to see if they had completed their 'investigation'! I find this shocking in this day and age. No company can survive with this significant lack of customer service. I forgot to mention in my original email how awful the food was, I've not eaten worse food on a flight, it was appalling - again a complete contrast to the food on the flight from London to Abu Dhabi, seemed like two airlines. This is my original email to Etihad ... This refers to the second flight from Abu Dhabi to Melbourne. I brought to the flight attendants attention that there was a piece of plastic in the berry compote that came with the vanilla bread breakfast meal! The attendant apologised but that was the end of it and I really feel it should have been handled with more seriousnes. This is a significant safety concern! Secondly, the tray tables weren't fit for purpose and my husband spilled a little hot tea on his lap as his tray slid towards his lap - the tables are the split ones that fold on themselves and the middle hinge was no longer keeping the tray in a level position and we both were unable to keep the trays from sliding into our laps without pushing our pillows underneath, again another safety concerned. We haven't flown Etihad to date but were excited to as we'd heard good things and were absolutely delighted with the first flight from London to Abu Dhabi where it was clear why you're a premium airline but the second flight was very sub par, the aircraft was old and needed fixing - the trays, the entertainment screen (several options worked intermittently) and the flight attendants weren't near the standard of the first flight. It was a shame really and we are definitely disappointed in the lack of consistency. My husband had tweeted back and forth with Etihad after the first flight and it was full of compliments and praise as we were very pleased. It's my 50th birthday trip and our first trip to Australia but one of many we hope to take. We have very much been looking forward to this for months now and we are sad that one part of the trip will stand out as very disappointing and it's this flight. We are just hoping that the other three flights we are booked on won't have the same safety hazards! I look forward to your prompt response.