The customer has no legal rights to compensation in this case, because Etihad will argue that they fulfilled the contract. The issue of what constitues good customer service is subjective.
The poster however has been treated very badly and this type of stress can ruin a holiday. The will be no cash compensation.. and it is not worth pursuing legally. The only remedy is the one they have adopted. Publicise how incompetent they are. It would certainly put me off using them.
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