[Arjenvh]

as we reported below two issues we experienced with Etihad Airways:

1. Outbound flight (Reference: 2508164844148) The paid seat upgrade did not provide the advertised service. The in-seat entertainment and charging functionality were completely inoperative, and as the flight was fully booked, no alternative seats could be offered. This constitutes a clear case of non-performance of the purchased service.

2. Inbound flight (Reference: 2508284865987) On our return journey, we again encountered
issues with the paid seat upgrade. The seat selection process indicated row 32 seats directly
behind a bulkhead, as shown in the seat map at booking. In reality, these were standard row
seats with no additional benefit compared to the originally assigned seats. We therefore paid for
an upgrade that provided no added value, which we consider misleading representation of the
product.

Our Request Given that on both the outbound and inbound flights the upgraded service was
either not delivered or misrepresented, we kindly but firmly request a full refund of the seat
upgrade charges for all three passengers on both flights, to be processed directly to the
original form of payment (AMEX card).

Peter Kihato Macharia - Etihad Airways replied:
In line with our Conditions of Carriage specifically article 12.1.3, we do not make any guarantees
about the availability of in-flight entertainment. As such, we are unable to consider your request
for monetary compensation. Respectfully, we now consider this matter closed.