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Etihad airways is an aspiring wanna be world class airline, with no idea how to achieve that status .
Their flight crew is actually better than some other airlines we have traveled on.
I have been traveling since childhood in all classes of service. Based on my experience over the years my opinion is that Etihad Airways can become a world class airline only if they had employees taking owner ship and with some ability to make decisions for the betterment of overall customer service , in flight, product impression, and an ever lasting experience.
Many an airline may have the best intentions but fails to because of poor accountability.
One serious concern is that Etihad on some of their routes use contracted aircrafts with no oversight. That is a major negative for any service for any business!