[etv1234]

I booked my first etihad flight from India to SF(USA) with a stop over in Abu Dhabi, I am a frequent Emirates user and this time around I decided to give Etihad a chance because it was a notch economical for business class and I was traveling with family. Even though i saw that there was a 14+ hour stop over in Abu Dhabi, I was assuming that the Middle Eastern airlines' usually provide complimentary hotel accommodation even for economy class if the stop over is more than 8 hours and there is no flight in between. But to my surprise the Etihad website didn't mention any long transit accomodation. I needed the accommodation since I was flying with 2 small children.

I called the business class customer service and requested for hotel accommodation. But to my disappointment they mentioned they can provide only business class lounge which was anyway there with my business class ticket. I had travelled Emirates and they had upgraded me to business class hotel accommodation for a 9 hour transit even though I was flying economy.

After spending 6 hours in the business class lounge, a nanny who saw my family's struggle with the kids, asked for my boarding pass and she asked me why I wasn't given a hotel accommodation which is there for passengers with more than 9 hour transit. She started the conversation and made few phone calls. Came back to me and told me, that I am entitled to the hotel, but my travel agent didn't reserve my hotel. Since it required at least 9 hours to process visa for my Indian passport, now they cannot give me hotel accommodation. The transit hotel (within the airport) was over booked. So now the fault is all mine because my travel agent didn't request for hotel accommodation. But your customer service representative told no to my hotel request which you don't have in your system though.

Now, Etihad what's your policy regarding long transit. If this is the way that you are treating even your business class passengers, what should I imagine your service for economy. I'm thinking twice before I book my next Etihad flight.

Logging on my grievance from a computer in the AbuDhabi Etihad premium lounge.

[Etihad Representative]

Hi there, we are sorry to hear about your experience described and understand your frustration. We would like to look into it further. In order to do so please email your feedback along with your booking reference to ********************** Thank you *LK