Etihad Airways
Reviews and Complaints

30 sept 2018
Jaymina Patel
Flight no EY 204
Chicago to Mumbai via Abu Dhabi
So from Chicago the whole day from 24 hours we tried to check in because we had an extra baggage.
Online we checked the baggage charges where 88$ to begin.
But as the airlines did not allow to check in.
We had to get the extra a baggage to airport and was charged 320$.
This was so crazy, plus the staff was not co operative after we explained the situation.
My mother was under disability so did not argue and paid the extra charges.
But I am disappointed with eithad services as I have travelled so many times and never had a problem, like this .
I request a good compensation.

Respected Rep, Assalam o Alaikum

I, Mr. Kashif Azam along with Mr. Muhammad Zakir and Mrs. Muqaddas Zakir were scheduled to travel through your flight EY 090 from Athens to Abu Dhabi on Saturday, 29 September 2018. However, due to bad weather the flight was cancelled and passengers were provided with accommodation and food at hotel by M/s Goldair Handling. We were told that our rescheduled flight will be departing at 1200 hrs next day so we are required at the airport by 0800.

Three of us were asked to go to Hotel Hilton, Athens. We were asked to use 2-way taxi at our expense for going to hotel and coming back to airport next day for which we will bring the taxi bill and our amount will be refunded at the airport by M/s Goldair Handling. We told them that our luggage is large enough (6 suit cases and 3 hand-carries) that cannot be accommodated in a taxi, but nobody listened to us as there was chaos at the company's counter due to handling of large number of passengers.

Anyhow, once we passed through the long taxi ques outside the airport, we were not allowed to select taxi suitable to accommodate our luggage. Security people were asking us to board the taxi that is available in front of us instead of making selection. As it was night time and raining, therefore the taxis were asking about 80 to 90 euro for airport to Hilton hotel that is at a distance of about 1-hour drive. Usually the nighttime taxi fares are greater than day time fares in Athens. If we would have selected 2 taxis, it would have cost us about 160 to 180 euro. Instead, we asked for limousine that accommodated our all luggage and dropped us at hotel Hilton in 120 euros.

Next morning, we shared our 2 suitcases with some other passenger travelling to airport from hotel Hilton by group bus and with our remaining luggage we managed one taxi to reach airport at the cost of 40.25 Euro as day-time fare.

Once we presented our both bills to M/s Goldair Handling for refund, they refunded our 40.25 euro taxi fare but refused to refund our 120 euro limousine fare. For that they asked us to request your office for the refund.

In view of the aforesaid, you are kindly requested to give our matter a favorable consideration and provide us with the refund of 120 euro that was neither under our control nor any other option was provided to us.

I am enclosing pictures of my next flight boarding card, the limousine bill and the receipt of 40.25 euro bill refunded by M/s Goldair Handling.

I may be contacted at my email [protected]@gmail.com and my cell number +[protected] through call, SMS or WhatsApp.

With sincere regards,

Kashif Azam

To whom it may concern, my name is Hala Madi. I am an Australian citizen and I line in NY USA currently on working visa as a physician. I got married in Lebanon on Saturday 9/29/18 and arranged for my honeymoon in Bali. My flights were booked from Etihad airlines, in Beirut each me and my husband were given three boarding passes. One from Beirut to Abu-Dhabi, another from Abu-Dhabi to Kuala Lumpur and then to Bali. After more than 24 hours of flying we arrived to Bali, and I was not allowed in because my passport expires in less than 6 months, NO ONE FROM ETIHAD AIRLINES INFORMED US ABOUT THAT, although I asked and they said we are good and gave us boarding passes. I have used this passport to enter Canada and Lebanon in the past 2 months without issues, so if Etihad airlines informed me then I would have arranged for different destination instead of flying out for 24 hours. We had to buy tickets out of pocket from Bali to Kuala Lumpur and now staying in a hotel at the airport not knowing what to do. I have lost three days of my vacation. We had way better expectations from airlines with your magnitude. I have lost my reservations at two of the most expensive hotels in Bali and extra money for hotels and flights. I also had scheduled return flights from Bali to Canada on Sunday 10/7/18. We have lost all our money, my honeymoon was ruined, and lost at least three days out of my 7 days vacation. I am requesting refunds as well as changes in dates and destinations of my already scheduled flights on Sunday 10/7/18. If I am to choose another destination to spend the rest of my honeymoon I expect Etihad airlines to fix it for us otherwise this is going to be a matter of law, I look forward to hearing from you regarding on how to fix this matter. Thank you

Dear Sir/Madam,

May I tell you my complaint, Suggestions and Request of Compensation for Physical damage and Mental Stress as follows:
1. Complaint: My finger is wounded due to you paper material (hand carry bagage tag, picture attached).
Event: After I passed through the immigration final hand carry bagage check at NAIA yesterday 9pm Manila time, my finger at my left hand was wounded by your bagage tag when I left my bag.

2. Suggestion: Please replace the quality of your paper materials used in hand carry bag tags to avoid similar incident in the future.

3. Request for Compensation: I am asking payment for my physical and mental stress at the amount you deem morally justifiable and fair to me and your prestigoius company.

Respectfully Yours,

Engr. Ricardo E. Villarin Jr.

To whom it may concern, my name is Hala Madi. I am an Australian citizen and I line in NY USA currently on working visa as a physician. I got married in Lebanon on Saturday 9/29/18 and arranged for my honeymoon in Bali. My flights were booked from Etihad airlines, in Beirut each me and my husband were given three boarding passes. One from Beirut to Abu-Dhabi, another from Abu-Dhabi to Kuala Lumpur and then to Bali. After more than 24 hours of flying we arrived to Bali, and I was not allowed in because my passport expires in less than 6 months, NO ONE FROM ETIHAD AIRLINES INFORMED US ABOUT THAT, although I asked and they said we are good and gave us boarding passes. I have used this passport to enter Canada and Lebanon in the past 2 months without issues, so if Etihad airlines informed me then I would have arranged for different destination instead of flying out for 24 hours. We had to buy tickets out of pocket from Bali to Kuala Lumpur and now staying in a hotel at the airport not knowing what to do. I have lost three days of my vacation. We had way better expectations from airlines with your magnitude. I have lost my reservations at two of the most expensive hotels in Bali and extra money for hotels and flights. I also had scheduled return flights from Bali to Canada on Sunday 10/7/18. We have lost all our money, my honeymoon was ruined, and lost at least three days out of my 7 days vacation. I am requesting refunds as well as changes in dates and destinations of my already scheduled flights on Sunday 10/7/18. If I am to choose another destination to spend the rest of my honeymoon I expect Etihad airlines to fix it for us otherwise this is going to be a matter of law, I look forward to hearing from you regarding on how to fix this matter. Thank you

Dear Sir,
I Subhadeep Halder, buyed both ways Tickets from Etihad Airlines for my Russia Trip.e-Tickets number:6072946273948C4.on 25th of 2018 i travelled from St.pettersburg to Delhi.we complete my check in with my two luggage but After reaching Delhi we founds only one luggage.when I going to complain about it's first etihad employ said that he will not Avail to take complaints.then after doo many coneversation he ask for my original tag for lost luggage and said me that he taking complain but will not provide any receipt copy. I didnt find any alternate way so I agreed that and take my complaints photo copy and original tag photo also.thay taken original luggage tag from me and inform me that within 3days they will delivery my luggage in my door step.but till day they didn't inform me about my luggage. Please give me a solution about it.

Hello Dear Sir or Madam,

My name is Abdulla Selim and am a frequent traveler (GOLD # [protected]), I was travelling on EY0382 on Monday Septh24 . I would like to raise a complaint about the air cabin (Suet Yee # Y7720) her attitude towards me with not a pleasant, she does not have any customer care sense. Basically, The first row was free and I moved to it because no one in and she insisted that I move back otherwise wise pay AED 110 . I am not complaining about the payment the was she treated me was not nice . I never had such treatment from any air hosts ..When I told her I will complain she did not care and she gave me her employment number. I ended up paying the fees for the front chair, I m not looking for a refund but to tell her to deal your custom in a much softer way!

Thanks, for you time and consideration,

Best, Abdulla

It is disappointing that the counter staff (white tall guy, who is not local person) at the Cial airport had separated my seat from my wife's.
Though I had submitted both of ours documents for checking, he was like a sadist to send my wife at the first line of the flight and myself at the very last line of EY247 (32B). Kindly make sure this wont happen again.

The food is disaster. I had severe food poisoning and I found out why. We have been told by one crew member that they have double catering food loaded from abu dhabi. So the food which have been for so many hours is giving out to the passengers. Is it a joke for ths price? And now they providing only orange and tomato juice. Such a shame. The dont have enought cabin crew member so the service is super slow becuase only one crew member is doing service with so many rows! We have been waiting for clearance 3 hours!

Dear Sirs,

I am Suhaimi Salleh, Etihad Guest Gold Member No: [protected]

I made 2 separate bookings for the following Etihad flights:
1. Booking Reference RFTTOE : AUH-MCT-AUH (Economy) (just me) and
2. Booking Reference QTHYSS: SIN-AUH-SIN (Business) (Zaleha AbuBakar and I) .

The MCT-AUH sector on EY387 on 18 Sept (arriving AUH at 21.00pm) was subsequently cancelled by Etihad and my flight was rebooked onto flight EY381 departing 23.45pm. I subsequently changed the EY381 flight to EY5236 departing MCT at 20.10pm and scheduled to arrive at AUH at 21.15pm.

As a result of flight EY387's cancellation and my subsequent change to EY5236, I would not be able to do a timely transfer to my EY470 AUH-SIN flight departing AUH at 21.55pm (Booking Ref: QTHYSS) on that same day.

Since my wife, Zaleha AbuBakar and I were travelling together on the EY470 flight, I tried to change my flight EY470 date to 19 Sept. My Personal Assistant, Khadijah was informed by the call centre that we need to pay a surcharge of US$300/pax for the date change. She communicated with the call centre several times and tried to speak with the Call Centre Manager/Supervisor to seek a waiver to the charges, as the date change was necessitated by the EY387 cancellation. Unfortunately, the manager never returned her call despite several promises by the call centre operator that she would call back. The call history is as follows:

11 September
14:44
17:09

13 September
09:20
14:09
17:15
17:38

14 September
14:53

17 September
09:21
10:14
16:02

I felt that since flight EY387 was cancelled, and a result I have to make the date change to my EY470 flight, at a minimum, Etihad could waive the surcharge for the date change. Since I did not get any favourable response for my request and time is of essence, I had no choice but to subsequently paid the surcharge of US$600 for me and my wife to change my EY470 flight to 19 September 2018.

I don't think this surcharge is justified as the change is as a result of the cancellation of EY387. I would also expect some compensation from Etihad for the inconvenience and the additional costs of my extended stay in Abu Dhabi. Being a Gold member and a long standing supporter of Etihad, I thought I could get some flexibility and preferential treatment which unfortunately is lacking in this issue.

I hope you can look into the matter expeditiously and regain my trust and belief in the excellent services of Etihad before this.

Thank you.

Regards
SUHAIMI SALLEH
Etihad Guest Gold Member

Hi, I had used Etihad Airways to travel from Cochin to Abu dhabi(EY 281) and Abu dhabi to Johannesburg (EY 604) on 21/09/2018, (there was two bags with me)
And Air Botswana to travel from Johannesburg to Gaborone on the same day, when I reach Gaborone, I received only one bag, when I asked authorities of Air Botswana they told the bag is with Etihad Airways, So please help me to get my bag.
Passenger name: PARAKKAL MARJANUDEEN
e-Ticket Number: [protected]
Booking reference : 65465G
Airline: BP/MLPQ6; EY/BGNYAP
my mail id: [protected]@gmail.com
Phone number: 00267 [protected]

Hello,

Member number: [protected] (Gold)

1. While going from mumbai to JFK, I was given middle seat at the checkin gate, (I booked by tickets 2 days ago and could not choose seats online). So I requested asile, but I was told the flight is super full and not a single seat empty. I requested this at checkin counter, transfer gate, abu dabhi lounge and got same reply "sorry, can't do anything". Finally at the lounge, the lady said, she can give me exit row seat, but I have to pay for it. For a full flight, I was surprised that you would sell seat to a gold class customer. However, I had no option, so I went ahead and paid USD 180. I felt robbed though. I then went to seat and talked to the lady sitting next to me, and she said she didn't pay anything at all, and she was not even etihad member, she had not idea the seat was paid. This tipped me off, all she had to do is smile at checkin counter to get that seat (she was short and perfectly healthy in her 30s). And I was 6'1", so middle seat was not an option for me.

I purchased seat just couple of hours before the departure, and
It felt like Etihad is not valuing its members any more. May be you have too many flyers so you don't care of them any more. This was also the 1st flight when no body in flight came to greet me, which I have experienced in other flights.

I also requested to upgrade to business class using my points, but aparently, I only had 35, 000 points, I am not sure why I have so many low miles when I fly so much. I do not track my miles or benefits, but I wish any of the Etihad's rep can help me understand how to make most of it.

2. While returning, checking at Austin, with JetBlue (I wanted to checkin 3 bags as per my status). I was told at the desk that they don't identify Etihad Gold status at all, and that if I was flying economy everyone was same for them. So I again they made me pay for 3rd bags all the way to India, and charged me USD 226 (https://www.dropbox.com/s/nosfsflee56bbe0/Screenshot%202018-09-23%2013.39.15.png?dl=0). I was told by the person at the desk that I should write/contact Etihad and they will in return create a ticket with jetblue, to initiate a refund to me, but right now he had not option, because system would not let him do 3rd bags, so He HAD to charge my card.

Again, here I was surprised, because if your partner airline does not identify your gold members, how are they going to give benefits.

I was also not given lounge access at Austin airport (Its not a big deal, but just letting you know).

You guys have stopped giving socks in long flight, things just add up when you realize all these things. Perhaps lot of cost cutting and lot of ways to make more money is the agenda.

So 1st I buy ticket that was already super expensive (USD 2xxx something), and then I have to pay all the way throught he trip while going and coming back, its never happened in so many trips I have had.

I was going to ignore all this, and pick some other airline for my future flights, unless I talked to one of the Etihad staff in lounge and was sharing my BAD Experience with Etihad during this trip, and how people were rude at all counters. It felt like Etihad was falling. The person at JFK Lounge assured its not fully true, and wanted me to let you know about my experiences.

Hopefully, you can get refund from JetBlue and the Seat purchase. This is the least I would expect.

Thanks,
Sawan

Hello,

Our Director Mr. Nirman Shetty was booked for this morning flight AUH-Kuwait and he was travelling for important business meeting.

The check in was done he boarded the flight, and suddenly he was offloaded from the flight without giving any proper reason. He followed and cooperated with the Etihad staff and waited at the airport as they told him to do.

The Etihad staff at the airport took away his passport and from 8.15 am made him wait till 10.30 am without giving any reason.

At 10.30am they just said it was a system error and we will book you in 2.20 pm flight.

It is very shocking to see such an incident happen with Etihad being such a customer friendly and reputed airline. There were business meetings planned in Kuwait and a lot of things have been affected due to this. Our Director is being made to wait from 8am untill 2pm with no fault of his and just a system error of Etihad.

We urge you to kindly take up this matter seriously on top priority. We look forward to a response at earliest.

Regards
Manisha Sachanandani
[protected]

We are radke manohar ramaji & radke usha manohar recently travelled by etihad airways. your flight ey32/cdg-auh/04th september 2018 from paris to abu dhabi ( our etkt6072699596871-1 pnr lymyhn & etkt6072699596872-4 pnrlymyhn) was delayed due to operational reasons by three hours at paris airport itself resulting in our missing of flight ey206/auh-bom/04th september. your staff arranged our reservation on flight ey212/auh-bom/05th september which arrived at mumbai at 8.25 lt on 5th september 2018. but by that time our flight of jet airways for onward journey mumbai-nagpur 9w-2683 was missed . the next mumbai-nagpur flight was at 3.50 p.m. we met your ground services staff mr rajesh rajbhor psa at mumbai airport. he also tried to convince the jet -airways staff about delaying of your flight. however they refused to accomodate us and as such we had to book fresh tickets for mumbai-nagpur flight 9w-879 at 3.50 p.m. and has to incur additional expenditure of rs. 9800/- we therefore request you kindly reimburse the said amount to us .

This is a complaint for airport harassment on the day of September 1, 2018 at Toronto Pearson Airport. The complaint originated when both our (My husbands and mine) carry-on's were being rejected and we were asked to pay $300 and something dollars in order for us to be able to board with the carry-ons. My husband simply stated the point that we have traveled with these carry-ons within the last one year (still had the previous tags on the carry-on) and we had no problem whatsoever with it. The Manager in charge that time named Aida and Vladimir(Supervisor) (do not know their last names) misbehaved with us and many families there present due to similar problem saying "if you don't have the money to pay for it then don't board!". In the middle of their cruel and harassing attitude my husband got the luggage tags for both the carry-on. In between 1:40pm to 2:30pm, I urge you to check the CCTV camera of Gate C 30 - the flight from Toronto Pearson to Abu Dhabi, one of the Etihad representatives saw us going towards boarding the plane after final boarding pass check, got our carry-ons, ripped off the luggage tags, and then said pay for it. I was shocked! How could they rip it off just like that when they are the one who gave us those tags? The person who ripped it off told us that why we went to the managers so many times hence the manager instructed him to rip it off as the tags were not valid and pay for it. Throughout the whole time, the managers were overlooking as they were determined they would make us pay for the carry-ons. For straight two hours, me and my husband were standing there and showing them that the luggage do fit the designated box (or else why would they give us the tags at the first place?). We saw many passengers with bigger carry-ons walking right past us, boarding on the plane. Personal ego got dragged to the point when Aida (the lady manager) and Vladimir asked us to give them the boarding pass to take our luggage's off the plane and make us forcibly miss the flight. At the end, I begged to them and they threw one of our carry-on luggage's and told us next time to be careful of who we mess with!
My question to Etihad is, what kind of human are you hiring to deal with customers? We got to know at the time of checking out luggage's from the Customer Service at Pearson that there is a new station manager named Phil who came from New York to Toronto and is willing to harass customers to show his upper management that he is making the company a profit.
They have made us feel so scared, that my husband and I didn't want to take any chance of complaining before and later facing any harassment on our way back to Canada.
I am complaining here and would take this to Canadian Consumer board as well since I have valid proof to get justice for this harassment and horrendous act.

Joshi Himmat lal Dokter veeckmanslaan 46, 2610 Wilrijk, Belgium Email: joshi.[protected]@gmail.com
GSM: +[protected]
Flight NO: 9W838

I am writing to you in connection with the above flight on which I was booked to travel on return 02-09-2018 4:25pm I was traveling with my family my grand son age 10 months. Normal flight departure time was 4:25 pm when I were to airport at 2:30 my flight was already gone when I asked to jet airways counter they told me that flight time is changed but I have not received any information regarding time changes either from jet airways or (connecting flight) Etihad airways flight no : EY057 no message no emails nothing we went to airport 2 hours early in as domestic rules. After this we had cancelled our connection flight Etihad airways. And when I asked to reissue tickets my agent told me you have to pay 410 Euros per ticket 410*4=1640 Euros in Indian currency 139, 596.80 rupees. Then I called to jet airways they told me yes there was changes and we apologise to this inconvenience. and then I asked to reissue tickets but they told me you had connecting flight so half problem is from Etihad airways side. I asked Etihad to give me compensation concerning this as my daughter school start from 03 sep she couldn't atted her school on time and I suffer a lot with my grandchild his only 10 months. After this cancellation my agent told me I will charge 1640Euros and he reissued ticked 12 September Udaipur to Delhi and 13 September Delhi Brussel. Because of this inconvenience we stayed in hotel for 10 days. And now we are back a week ago. Now my agent asked me to pay this bills of 1640 euros. When I bought tickets I had already paid 2700 euros now I have to pay again 1640.

I request to help me out from this situation and give me a satisfy reply of my answer.
I am awaiting your reply as we booked first time our flight time was 4:25 pm from Udaipur to Delhi and after changes we arrived delhi at 3 clock and we have connecting flight in the evening 9 clock we had wait a lot as if I knew before I could not booked so early flight but when I booked the time was 4:25 pm as we had travel with baby you can understand my situation.

I am waiting for your reply asap.
If you have any other question feel free to contact me.

Best regards
Joshi Himmat lal
+[protected]

Hello
My luggage is in bahrain lost and found department my luggage tag number is EY473078 .I couldn't complain in bahrain about ma luggage bcz I couldn't made out from the immigration due to cancelling of my visa now ccu eithad baggage in charge is saying I couldn't complain about my luggage in ccu. Some of my friends went to bahrain airport and they found ma luggage in lost and found department and incharge of etihad airways of bahrain is saying i could complain about my luggage from ccu also but here in ccu not accepting my complain plz help me out original documents are there in dat luggage

Sir/madam
Good morning
My kid(mamta bhatia) have check in your eitihad air craft for london todayby flight EY289
Form ahmedabad to Abu-dhabi- london on 16/9/18
On air port your check-in staff was very rude and without knowledge of rules and very bad behaviour with passenger
She have also given her wrong information at the time of check in . Your other colleauge staff was also telling why not you are allowing 3 kg of wallet bag ... then when my daughter gave us 3 kg of hand wallet back in visitors lounge and then when she gone again in check -in your staff told again you can bring that 3 kg of bag ... but my daughter got confused and went without that bag.
We have booked our ticket in your airlines only for good service and good security and good attitude but we have experience bad
Even there was direct flight for london of air india but we have chosen eitihad only for good service but your check-in staff was very rudely and behave very badly only for
3 kg wallet of hand bag
Before travelling my kid asked from your local office in ahmedabad that are you allowing 2 to 3 kg small ladies hand purse (wallet) after having cabin baggage of 7 kg your local office person say yes but at the time of check in your check in staff denied no problem my kid say how many i have to pay for extra weight your staff says 23000 thousand how it is possible ?
I have also complain to air port authority also in registor also but that time their was not more time because flight departing time was done and all check staff was gone in air craft boarding and all
My kid was very dis-appointed and confused even she request your staff to talk with my father but they have not talk and deneyed rudely
Even at the time of booking air india allow us 3 bags check inn
Your etihad allow us 2 check in bags even though we have booked your etihad co only for service but expierence very very bad
After ready to pay for extra 3 kg they have confused us and my kid got afraid due to the behaviour of staff and she thought her flight would get missed. She was going for educational purpose...and air india flight ticket was cheap and yours was expensive even though we choose yours...we have booked three months before. We are frequent flyer but now due to this behaviour we will keep in mind that with which airline to travel and which not. The check in staff also told that she will block the system and take away the boarding pass ... how can you behave in such a way, ...we were upset and downhearted. We will never travel with etihad airlines... never! Costumer is the god no? Thanks
jagdish bhatia
+[protected]

At CIAL, Etihad airways is not displaying there true assistance towards customers. They are having only 2 economy class counter's and every time more than 15 members are waiting for the assistance for long time. Also the team is taking more time in assisting people. This should be changed as people will be happy if they are treated ASAP.

Hope this issue will be sorted.

Dear Sir or Madam
Re booking reference LWWQRJ 27th December 2016 Etihad Guest Numbers Simon Routh-Jones [protected] Lesley Wardle [protected] Flight numbers EY 12, EY 460, EY 461 and EY 19 It is with regret that we have to contact you following out business class flight with yourselves, and the reason that we this complaint has only just been sent, is due to the fact that I was waiting for the refund of the duty free cost to be refunded then we could give you the full picture. Firstly, we had a good flight out on our outward journey, with the only issue being that our points were not added on for the duty free purchases which we bought. However upon arriving at Melbourne, our bags were not given any priority and we had to wait almost two hours for the bags to arrive. The ground staff said that we needed to complain to you, as it was not acceptable as we were business passengers and our bags along with first class should have been unloaded first. On return flight, we had so many problems with our return flight from service in the lounge area on the aircraft to the staff concerning our duty free, and it became a ridiculous catalogue of unprofessionalism, lack of customer care and total fabrication from what the cabin manager was saying. A brief of our concerns are listed below. On being seated on the flight, the lounge wear was being given out, some people were given their clothing in plastic bags without slippers, some were given their lounge suits in cloth bags, but there was no consistency, it was pot luck on how your lounge wear was presented. On the outward journey, our lounge wear was neatly placed with slippers next to our seat. This seemed to be just handed out with no concern or politeness from the staff. During the sleep period, no mattresses were given out, and again this service was provided on the outward journey. Once everyone was seated and the flight had commenced, I asked one of the cabin crew to assist with a problem we had with a purchase of a watch which we bought on the outward flight. The watch did not work and the crew member said that she was unable to assist herself but would bet the cabin manager to come and talk to us. After about two hours, despite numerous repeated asks for the manager, he finally came and gave his name as Khaleld. This manager could not have been more rude, arrogant and unprofessional. At our request after getting nowhere with the complaint, we asked if there was another watch of the same model in stock and a female cabin crew was sent to get it. Again this watch did not work, and apparently Etihad only stock one of each item from the brochure so no other watches were available. We find it hard to believe that on a plane of that size, you only carry one of each stock item. We asked for a full refund and was told that it was not possible as Etihad do not offer a refund policy inflight. We explained that this was not acceptable and was told that you have to lodge a complaint when home and deal with it that way. We had over an hour of unhelpful discussions with the cabin manager, who clearly had no respect for ourselves, and was not in the slightest interested. Eventually, he agreed to write a ground report and promised it would be sent to ourselves. This we never received. The cabin manager said in his opinion do not purchase an item on an outward flight if you are returning on a different month as it does cause problems. This surely cannot be good for a staff to say. After our unpleasantness with the cabin manager and the rest of the crew, treated us very badly, from sitting in the lounge and being ignored until we asked for service, to having to press the call button numerous times before someone came. Glasses and plates were not collected, and others around us had theirs collected. We had the worst experience ever from an airline and given we were business class customers, this was not acceptable. We were even ignored and not spoken to on our departure from the aircraft at Abu Dhabi. It was very embarrassing. This all started with a faulty product being sold by yourselves to us, not us treating Etihad badly. Thankfully of the last part of our journey we were treated much better and the duty free return policy was very clearly explained by helpful, sympathetic staff. Upon return, we emailed Duty Free as requested, this was in January, the watch was finally collected late February and the refund only arrived today. We have had to chase up Etihad every step of the way to get this refund, the service has been appalling. We are obviously very disappointed in how we have been treated by Etihad and we paid for business class service on a five star airline and have received more professionalism and courteous from a low budget airline. We sincerely trust upon this complaint, you will compensate us for the ruined leg our of journey from Melbourne to Abu Dhabi and also for the time we have had to wait for the refund to be given. We have suffered unpleasantness, embarrassment, and do not deserved to be treated this way. We await your response. Thank you for your time. Yours faithfully Simon Routh-Jones and Lesley Wardle

Your travel details
Flight Number (e.g. EY 256): [protected]
Flight date: 27/12/2016
Ticket number:
Class of travel: Business
From: London, Heathrow Airport (LHR), United Kingdom
To: Melbourne, Tullamarine Airport (MEL), Australia
Booking reference: LWWQRJ

Your personal details
Etihad Guest Number: [protected]
Title: Mr
First name: Simon
Last name: RouthJones
Email address: [protected]@btinternet.com
Mobile phone number: GB7880200126
City: Wiltshire
Country: UK