[abudhabi]

I'm based in Abu Dhabi and fly regularly with Etihad.

At first, their FF programme was inviting, especially once reaching Silver Tier. Their prices were comparable to other other airlines and it was easy to earn points, especially flying AUH-SYD at least twice a year and several shorter flights as well. The benefits tempted me away from Emirates and other airlines, and I have been loyal ever since.

Over the last year or so, Etihad have severely devalued the benefits of membership by:

1. Not allowing Silver members flying Economy into their AUH Etihad lounge, instead sending them to the far inferior 'Al Reem' Lounge, located in another terminal of AUH and requiring an additional security check. Al Reem is not run by Etihad staff, the food is embarrassingly bad, there is no business centre and the wifi is often down, bar service and decor are low-brow at best. This change occurred before the summer in 2011, and Etihad staff both over the phone and at check-in assured me that it was only temporary and for the high traffic summer period. 12 months later and still no access to the Etihad lounge for previously entitled members.
2. Dramatically increasing the points required for a redemption flight on most sectors. Points required for a return AUH-SYD flight jumped by almost triple.
3. And finally, in the last fortnight, restructuring the points earned flying based on the fare structure of the ticket booked rather than the miles flown. A discounted economy ticket now only earns half the points that it used to.

I feel absolutely ripped off by Etihad, having been lured into the programme with specific benefits and then having them all largely removed. A 5kg increase in allowed baggage is not enough to keep me loyal! I know other regular EY flyers that feel the same, and the ones based in Dubai (which has a much larger population than Abu Dhabi and is the much-preferred destination to Abu Dhabi for visitors to the UAE) have dropped them entirely - the commute to the capital for an Etiahd flight is no longer worth it.

In addition to the above complaints, their over-the-phone customer service leaves much to be desired (like most customer service in the UAE - but this is an international airline!!) and my requests to discuss this with someone at Etihad have been unanswered.

Unless these benefits are reinstated (wishful thinking, I know), I'll be redeeming the balance of my points and making the switch to an airline that actually values their frequent flyers.