Etihad Airways — Local services in Abu Dhabi

Review of Etihad Airways Flight EY662 from Doha to Abu Dhabi: Unprofessional Service and Poor Aircraft Condition

My recent flight with Etihad Airways, specifically flight EY662 from Doha to Abu Dhabi on May 23, 2024, was a disappointing experience marred by unprofessional service and substandard aircraft conditions. This incident has significantly tarnished my view of Etihad Airways, and I feel compelled to share my experience to highlight the issues I encountered.

Aircraft Condition: Broken Seats

Upon boarding the aircraft, I was immediately struck by the poor condition of the seats. The seat assigned to me was broken, with a reclining mechanism that didn't function properly. It was either stuck in a semi-reclined position or refused to recline at all, making the journey uncomfortable from the outset.

Given that Etihad Airways markets itself as a premium airline, the condition of the seating was shockingly below par. It's not unreasonable to expect functional and comfortable seating, especially for a short-haul flight where passengers seek to maximize comfort in a limited time. The broken seat not only caused physical discomfort but also created a sense of unease regarding the overall maintenance of the aircraft.

Service Quality: Rude and Inattentive Cabin Crew

The most disheartening part of the journey, however, was the interaction with the cabin crew. The male flight attendant assigned to my section exhibited a rude and dismissive attitude throughout the flight. His demeanor was anything but professional, lacking the basic courtesies expected in customer service.

At mealtime, I requested my meal but was bluntly refused service by this attendant. There was no explanation given for this refusal, and when I sought clarification, I was met with further rudeness and disregard. His tone and body language clearly indicated that he had no interest in addressing my concerns or ensuring my comfort during the flight. This refusal not only left me hungry but also humiliated, as it seemed my requests were treated as an inconvenience rather than a passenger right.

Such behavior from the cabin crew is unacceptable and highlights a serious flaw in Etihad Airways' training and customer service protocols. An airline that aims to be the best should prioritize passenger comfort and satisfaction, and this experience was a stark reminder of how far Etihad Airways has fallen short of these standards.

Overall Impression

Etihad Airways has long positioned itself as a top-tier airline, but based on my recent experience, it is clear that there are significant gaps between their marketing promises and the actual service delivered. The broken seats and unprofessional behavior of the cabin crew reflect poorly on the airline's commitment to quality and customer care.

Travelers choose airlines based on the promise of a comfortable and courteous experience, and Etihad Airways' failure to provide these basic expectations is concerning. This experience has not only affected my perception of the airline but also my future travel choices. I will think twice before booking another flight with Etihad Airways, and I caution other travelers to consider these issues before making their decisions.

In conclusion, the combination of substandard aircraft conditions and the rude, inattentive behavior of the cabin crew on flight EY662 has led me to question Etihad Airways' reputation as a leading airline. For an airline to claim a top position in the industry, every aspect of the passenger experience must be impeccable, from the functionality of the seats to the professionalism of the staff. Until Etihad Airways addresses these critical issues, it will struggle to achieve the status it aspires to in the competitive...

Having flown with Etihad for the 1st time, I was initially satisfied. However, my 1st impression has been completely broken and now find myself writing this review in an attempt to express my great dissatisfaction and treatment upon my last booking with Etihad.

I booked a flight from Sydney to Frankfurt for my Australian wife. At this time I was unsure about her visa conditions in Germany, so I called Etihad asking how I should make her booking. The Etihad agent informed me that because my wife didn’t yet have the long-term visa, that she need to book a return ticket within 3 months after her arrival, otherwise she wouldn’t be allowed to board the flight to Germany. She then recommended to book a return ticket, as a classic or flex, to have low or no cancellations cost. I proceeded to book the “deal” ticket for the outbound flight and the classic for the return flight. Once we arrived in Germany and my wife was granted her visa, so I then called Etihad to cancel the return flight as already having previously explained I would do. That’s when the cycle of disappointments started. I was told the 1st time that in Etihad’s policy “Most restricted refund fare rule applies in the event that different fare choices are combined” and that my flight is not eligible for cancellation, since I “automatically agree when booking a flight”. I replied that I wasn't told this condition and that I should book either Classic or Flex. I was then answered that an investigation process was being started to check this call and they will contact me. After over 1 week of waiting, I called Etihad again, just to be told that they only traced the last 2 calls, but not the 1st one I made, which is where I was given the wrong instructions. I was told again that they would start another investigation and that they would call me back. After several weeks, again there was no call back as promised. I’m therefore extremely disappointed by Etihad’s customer service. After my most recent call to Etihad, I was told that they couldn’t find the 1st call and starting an investigation and that I would receive a call back. At this point I don’t know if I should laugh or cry? Etihad finds 2 calls, but not the 1st one, even though I provided date and timing, and it was due to that call that I was wrongly informed and proceeded to book the return ticket. Otherwise, I would have never bought the return ticket. It was totally wrong to advise me that I need to buy a return at Etihad to prove that my wife will leave the country within 3 months – since I could have booked a flight to London for less than 50 Euros (having been told this by the immigration officer later on). Also, I would have not bought the ticket for 1100 AUD, if the agent had told tell the canceling conditions, and I made it very clear that I would be cancelling the return flight. Apart from that, the booking process itself was extremely misleading. If you book a return flight, and chose the outbound flight deal for one way and the classic for the return, it is then clearly shown on the return flight that it can be canceled. So there is absolutely no indication that “Most restricted refund fare rule applies” from the beginning till the end of the whole booking process. But it's so easy from an IT point of view. This is misleading the customer when you don’t have such important information which changes the prices for cancellation. I won’t never fly again with Etihad and recommend the same to my...

Very basic and service was ok for a business class flight. (Flew on the Boeing 787-10 and 787-9) Price was quite affordable all things considered, the flight experience from boarding to landing and deboarding the plane is very mixed and the service is quite inconsistent to say the least. Food, all in all, was very mediocre for what it was. Some were bland, some were rather cold despite being a hot food, and some options remind one of the economy class optioned foods rather than something you'd serve in business class. Transit experience here in Abu Dhabi was horrible. The Etihad lounge provided to business class passengers at the Zayed airport was very busy, especially considering it had multiple floors. The food they provided at the lounge was also very tasteless, limited and simple. The service on the plane varied from the routs in my experience, on my flight back from my destination, I had a wonderful experience with a very kind and engaging crew. From my memory, 2 out of the 4 flights I've taken with my booking were very impersonal, very apathetic. On my first two flights, nobody bothered introducing the seating to me and nobody cared to provide proper service aboard the plane and seemed very offended when I asked questions about the seat or the menu. The seat itself was alright, more comfortable than economy but not too impressive, the massage feature seemed rather useless considering the layering of the pillows/"mattress" and the seatbuckle on the 787-10 on the seat top seemed kind of useless to me as it always unbuckled by itself. I'm a rather tall person so the space is ok overall but when you went into "sleep mode" and were laying down, your feet space is very limited and can get quite uncomfortable after some time has passed, this can cause "lazy" feet which causes great discomfort and is unfit for the expectations and price of a business class cabin. Amenity kits were alright, basic but provided essentials: toothbrush, sleeping mask, lotion and a hydrating face mist. Wine list was very nice, drink list was also a mixed thing for me, some were good and some were very bad. The coffee option was pretty good for something aboard the plane and was also available cold and with ice. I was aesthetically pleased by the Etihad Armani exclusive products like the blanket, the glasses, the mixer, the cutlery, etc. Additionally, I have lost a non-essential item at my seat after the flight, when I went back to the gate after transit to inquire if anyone had left my item with them but after a long confusing conversation I was just directed towards a site where I needed to pay a fee for them to potentially, eventually send me back the item which I found unecessary. Overall, a lot to work on the consistency and training of some flight attendants, food options should definetly be revised, and the Zayed Etihad lounge is just horrible, more of a place to pass your time if you are able to find seating than to enjoy its benefits. I'd rather recommend spending some time on doing some duty-free shopping than the lounge. Seating is something that can't really be effectively changed in due time so I'll leave that for them to fix in the future if they do care about any of...