[scottcooper]

This is a long time since this happened, (August 2015) but nevertheless I want others to know.

Booked flight from LAX-Delhi, Kolkata-LAX. 3 Travelers, myself, my brother, and my father. Father had medical emergency mid trip, so we had to send him home ASAP. Called Etihad to try to make a change to reservation. We were told there was NO way to change the flights. Even though my reservation specifically stated there was a $200 change fee. I asked the rep on the phone about this and he said clearly, 'no, there is no such thing as a change fee on this airline, you are mistaken'

So, given that it was an emergency (of course etihad had no intention on helping) we paid for a one way flight for $1000 with a different airline and got him home.

Now my brother and I complete our trip as planned, but we were late to the airport. (Traffic in India ). Rather than try as I have had airlines in the past do to get me through security quickly and get us to the front of lines, the front desk staff refused to help us, did not offer to help look for another flight, just told us to leave the line. One of the two Etihad employees was texting the whole time and ignored us. On the other hand, the gentleman next to us screaming at the lady at the front desk got on the flight. Go figure.

So I call Etihad to discuss my options of changing my flight, and the representative on the phone says that I CAN change my flight with a $200 change fee, but with the no show fee and other fees it will be well in excess of $1000 to change the flight. But had I called him earlier it would have just been a $200 change fee. WHAT?!

I was specifically told there was no change fee on their airline, and had to pay $1000 to get my father home. Now I was forced to book new tickets with a different airline for my brother and I to get home. Not only that, but all the while the Etihad employee was telling me I needed to leave and go sit on the curb. Completely ridiculous. I understand it was my fault for missing the flight but the fact that I was lied to to get my father home is the most irritating thing.

By the way...in booking flights home Singapore Airlines was incredible. Night and Day difference from Etihad. Went out of their way to help us even though they had not taken any money from us, nor were we their customers at any time before. Simply because it was the right thing to do and their customer service representatives clearly know what service means.

Am I wrong on this?