Etihad Airways review by Boris

I fly often with Etihad and the service on the flights is marginally better than it was just before covid hit. The major issues arise when they stuff up though. Etihad had a 2 day schedule change and they refused to accommodate us on a different airline so we had to change our itinerary in the end, in that process they downgraded me from business to economy, initially promising that they would sort it out. It took them 2 months and about 15 calls from my side for someone to try and do something about it, and it was all empty promises in the end. Each time I called I was asked to pay for the changes that would fit me now that u had to change my itinerary due to Etihad’s fault. It’s been now 6 months and I’m still waiting for the reimbursement from the downgrade, despite additional 10 calls and approaching the Etihad guest via mail. Either their system is so clunky and badly designed and/or the customer service is often so clueless and doesn’t care much at all. The check-in staff outside UAE often doesn’t know many of Etihad’s policies.