[ozrail]

On Monday July 6th, 2011 I booked and paid for two Etihad First Class tickets from Sydney Australia to Frankfurt Germany and return. The arrangements were made through the Gitani Travel Agents at Punchbowl NSW Australia. A great deal of time and effort was made into getting the bookings correct so that my disabled partner would be comfortable throughout the entire trip. On arriving at Frankfurt Airport on October 17th I was shocked to discover that the Etihad Flight EY8 to Abu Dhabi did not have any First Class seating and that we were expected to sit in the Business Class section. This caused my partner a great deal of distress as she needs the extra seating space for her disability and comfort. With Hotel accommodation and travel plans already in place for the next day in Dubai we regrettably agreed to take the Business Class flight. Our decision to fly that night was also partly based on the promise made by Etihad Duty Manager at Frankfurt Airport that we would be reimbursed for the down grade from First to Business Class. While this letter is not to criticize business class seating it is reasonable to say that it falls well short of the comfort offered in First Class and as a result of this overnight flight we had to suffer through our first day in Dubai due to lack of sleep. On returning to Sydney I approached the Gitani Travel Agents as instructed by the Duty Manger Frankfurt regarding the reimbursement for our Business Class Flight and they knew nothing of the booking change of any other matter relating to our down grade. With this incident in mind and the distress my partner and I went through from long before we boarded the flight until the end of the journey I have asked for a refund of the difference in airfare between the First Class ticket and Business Class or some equivalent form of compensation, but have received no reply.

[Ombudsman]

Etihad operates 3 versions of the A330-200 which is the aircraft used for the Frankfurt to Abu Dhabi route. Although one of the three does indeed only have business and economy class (2 cabin) the type of seat used (fully-flat recline), it's width (20"), and the seat pitch (88") is exactly the same as in First Class on their other aircraft. Had you been on an aircraft which offered a third First-Class cabin the seat and pitch would have been exactly the same. I assume it is just the food and level of service which is upgraded for First Class which is not your complaint.

[ozrail]

Going on the dimension alone can be misleading. The seating is totally different in first class. The space difference outside the width and length of the seat is the real issue. There is no personal space and no place to store anything so you end-up sleeping with your things. It was also impossible to get the bed to the fully flat position. This may have been due to the fact that we are both tall people but I'm not sure. The pictures Etihad use makes the seats look bigger then they really are and by having the seats in a catacomb fashion only added to the feeling of closterfobia. There is also the issue of cost. I paid considerably more for two First Class seats.

[jimworcs]

There is a considerable difference in cost between First Class and Business. Write to Etihad and tell them you will file a small claims court claim unless you are reimbursed the difference. You are entitled to get what you paid for and Etihad must know that in at least 33% of the time, those who have paid for first class service don't get it... Unacceptable.

[Ombudsman]

What was the booking class/code of the tickets you purchased? F, C, J, D...? If you look up your itinerary it is usually the letter which follows the flight number. For example: EY008J

[ozrail]

The booking code for all of my flights was "R" which is for a First Class Suite. It is shown on my Ticket and intinerary.

[jimworcs]

Don't know about Etihad, but R class is Business Class on British Airways, which is a game changer, if you were being upgraded as part of an offer by Etihad, but actually only travelling on a business class ticket.

[ozrail]

My Ticket show First Class for all flights and at the time of the booking I picked the seats we wanted in First Class. Because my partner is Disabled I wanted a seat for her near the toilet. I saw the First Class seating plans when I booked and these seats and they were confirmed in First Class. My understanding of "R" is that it means a suite and this was what was provided on all flights except when they put use in Business Class from Frankfurt to Abu Dhabi. And I paid $20,000 Australian Dollars for First Class Tickets and seats.