First and last time booking with Etihad
 

While travelling for the first time with Etihad yesterday. We had several issues with our flight, much of which could have been prevented or at least handled in a more professional manner.

We began boarding our flight at 19:05 in preparation to begin flying for 20:05, shortly after the plane was full at 19:25, the captain announced that we would be departing ahead of schedule and leaving before the planned time of 20:05. After this announcement we continued to wait. Again at 20:00 the pilot announced that we would not be flying on time as there had been an issue with control at the airport. He told us that we would be another 40 minutes.

After 40 minutes had passed the pilot came back on the tannoy to tell us that there had been an emergency and that a passenger had to be escorted from the plane, we were told that it would be another 40 minutes to remove the bag from the plane. It was eventually 21:45 before we took off.

While I am fully aware that due to unforeseen circumstances (outside of the airlines control), take off can be, and often is delayed. Under these particular circumstances, the cabin crew did very little to make the situation easier, in fact the entire experience was handled dreadfully.

To begin, because of the long delay in taking off, my wife and I requested an alcoholic drink each. We were told that this was not possible but we were not given a reason. Shortly after take off we asked again and were told it was not possible (without reason). It was my understanding that drinks were complimentary, and even if they were not, we were willing to pay. Also if it was because of Ramadan, I would have appreciated being given a clear reason than my request to be blatantly ignored.

Shortly after take off, the cabin crew began serving hot meals and beverages. We noticed that there were several people in economy given priority to meals over others. I can only assume this was because of the breaking of their fast. While I have no problem with people receiving priority in this instance, I struggled greatly with the overall service of the crew in distributing meals to the rest of the cabin.

The crew began serving food to the cabin at about 22:10. We did not receive any refreshments until 23:50. In fact, at one point the crew were just about to reach our isle when turbulence began and they had to cease their distribution. We were the last to be served on board and it wasn’t until one of the individuals travelling with us pressed the service button that they arrived with our food. It appeared that they had forgotten us, since the turbulence had finished quiet some time before.

The traveller with us was left in a very uncomfortable position as she is prescribed very strong pain killers for on going health issues. The said traveller therefore went just short of five hours without food, while having to continue to take medicine on an empty stomach.

I find it very difficult to understand how something as straight forward as serving a hot meal and drink could take such a long time, considering there was extra time for arrangements with the delay in take off and my experience of this task with countless other airlines being fast, easy and flawless.

I must add that despite the realisation that we had been left so long without food or drink, there was no acknowledgement from any flight attendants, nor was there an apology. In fact, one attendant attempted to stow our trays away thinking that we had already been served and needed to follow the ‘fasten seatbelt’ signs.

As we finally received our meals, my wife asked the flight attendant whether there were any ‘hot rolls’ left as we had not yet received them despite receiving our food tray. The flight attendant barked at my wife to wait her turn, despite the attendant already moving on to the passengers behind us. It appeared that the attendant had forgotten to give us the rolls and she was not happy that we pointed this out. My wife was left feeling embarrassed and very uncomfortable after this.

Later on as the snacks and coffee were being distributed again, the trolley passed us without acknowledgement and my wife questioned if we could have coffee. Once more the attendant was very defensive, despite somehow missing us again. In the end I received a coffee but my wife did not receive either a coffee or a snack. My wife did not feel comfortable having any more interaction with the attendant and thus she went without.

I hope that you will agree with me that this service not acceptable. Considering the marketing that Etihad do regularly (and even on the in flight entertainment trailers) focusing on ‘luxury travel’ nothing should be too much to ask a flight attendant, never mind basic rights. We would have taken the flight attendants name but none of the crew members had name badges.

Having travelled with many of your competitors and having been a frequent flyer with many airlines, I can safely say this has been the worst flight experience I have ever had.

Our (already booked) return flight to will be on the 15th of July and to be perfectly honest, we are not looking forward to it.