Etihad Airways review by William Stephen Jackson

We flew from Barcelona to Da Nang with a stopover in Abu Dhabi, then via Kuala Lumpur to Da Nang leaving on 11th March. The flights to Abu Dhabi were fine if perhaps a little stingy on the food and drink. The hotel we were given by Etihad for the stopover was also fine. We had one ticket for the while trip using Etihad Airways and their partner airline Batik Air and paid the full invoice to Etihad. We arrived at the boarding gate in Kuala Lumpur and the staff of Batik Air refused to allow me to board the flight. They insisted I needed a visa for entry to Vietnam (I didn't). Our only option was to try for an immediate visa online so that I would be able to board. By the time we had obtained the visa, it was too late. So we had to book another flight. We had to take a flight from Kuala Lumpur to Ho Chi Min city and then another flight to Da Nang. Malasia Air in Kuala Lumpur did not request any evidence of a visa when we checked in and on arrival at Ho Chi Min city the immigration official explained that I did not need a visa to enter Vietnam. I was entitled to a 45 day stay with no visa. So then began the battle with Etihad. Emails are replied to saying that they are very busy and they might reply within 28 days, but if they do not "please feel free to contact us again". A phone call to customer services was almost less helpful. The person I spoke to had only two phrases in his repertoire; "I am sorry sir, I cannot help you with that sir" and "I am sorry sir, I am not authorised to deal with that sir". So after an incredibly stressful day and extra expenses of some 800 euros through no fault of our own it seems that Etihad are not in the slightest bit interested. The return flights were Ok apart from the flight from Abu Dhabi to Barcelona. We boarded and the crew disappared for 3 and a half hours! The battle with Etihad will continue......