I have definitelely to confirm this experience. 5 years later nothing seemed to have change since that.
We had a flight on 3rd July from DUS to Abu Dhabi that was late. Some how the airline managed to be late while reletively on time departing from DUS.
so our flight to Colombo was gone. We were told to go to the Transfer Desk.
Absolutely chaotic while not enough stuff for too much customrs.
We received also two voucher and were told that only cheap meals can be choosed. So
sitting in huge waiting area with hundreds of waiting people.
It seems that this waiting process is somehow a kind of business concept of etihad.
Transfer desk promised that our luggage will be sent to Colombo right way. This was a lie. We are still withiut our luggage which is forecasted to be tommoror morning in Colombo. Sri Lankian Airlines Luggage Service already announced to be not RESPONSIBLE to manage our luggage to be at our Hotel. Etihad is totally quite. No emails nothing.
I wrote them using
info@etihad.ae which camey with mailer daemon!!!! Can one imagine?
Then I found this complain witb the info about
feedback@etihad.ae. Google doesnt find anything hos to comlain at ethiad. Poor!!!!