I have had a nightmare with Etihad recently. I bought 3 tickets from Ireland to Australia on the basis that if I signed up as an Etihad guest, the 3 passengers would receive 5k extra baggage allowance. This was back in February and I went through the whole process with an Etihad representative on the phone signing them up, and was given instructions that they should bring their temp cards to the airport. On March 31st Etihad changed this without informing anyone, and now you have to have a permanent card to get the 5k extra. As I booked my tickets on the basis that I would get the 5k, I've had the travel agent onto Etihad, who said they would honor anyone who bought tickets and signed up before the 31st of March, and they would send an email confirming this that could be shown at the airport. No such email has ever arrived, and the agent is having a nightmare trying to chase it up. If Etihad wants to restore any good faith with me a representative will get in contact and sort this out right away. The party is travelling on the 2nd of May from Dublin to Melbourne. If not I will never use Etihad for my business again, as I feel like I've been mislead, and disrespected by their customer service - who by the way hung up on me when I called myself.
I hope that Etihad has someone working there who can take responsibility and provide proper customer service and also honor their own promises to their customers.
paulamkehoe@gmail.com