Just like to share our experience of Etihad with everyone over the last few weeks.
A few weeks ago we had the nightmare situation of trying to get back to the UK to see my sick brother who had gone onto life support. We organised urgent flights with Karen at Escape travel
who was brilliant in sorting out quick flights within just a few hours. The flights were from Brisbane to Birmingham with various stopovers.
Sadly on the way back to the UK my brother died and the next week or so was taken up with organising his funeral and supporting the rest of the family as we were obviously very upset.
As part of the original flight booking we had a hotel stopover (at Abu Dhabi) included in the flight back. Whilst in the UK the offer was withdrawn with no alternative accommodation available. Karen the travel agent highlighted this and forwarded on the official withdrawal note form Etihad and we then started the process of trying to get Etihad to honour our accommodation and try to arrange something for us in the circumstances. After chasing Etihad several times and outlining what we had been through with the death of my brother they still did not offer any accommodation or even access to the airline lounge at Abu Dhabi – shocking considering we had 27 hours before the next connecting flight. I was promised on two occasions that they would call me back and that our case would be escalated to regional managers but to date we have still had no response.
With a few days left before we were due to return to Australia, Karen our travel agent arranged accommodation and has assured us that taxi costs to/from the airport to the hotel will be covered by them.
I think in our circumstances Etihad could of least offered us access to the airport lounge, if not alternative accommodation. I outlined to them over the phone that I would rather be spending time with my family than arguing over a hotel we had paid for and they had then withdrawn.
Customer service at its worst....