[Marwa Elsayed]

I booked a roundtrip from Cairo, Egypt to Shanghai, China through Etihad Airways. I have booked 3 tickets; my father, my four month baby and myself.

First plane from Cairo to Abu Dhabi: EY654
I made sure that my seats were clearly infront of a baby cot. The counter clerk confirmed they were. When we got on the plane our seats were regular window seats. I called on the flight attendant and explained to her i was assigned seats infront of a babycot but she was reckless to the point and she said well we cant do anything about it. When my father and I started to make a little scene the cabin manager then intervened and reassigned our seats infront of a babycot..

Second plane from Abu Dhabi to Shanghai:EY862
We got on the plane and after awhile they started serving meals. My father and I were not hungry so we kindly asked the flight attendant if it was possible to postpone our meals to later she clearly stated that it was possible only issue was that it might be cold which we accepted. 5 hours into the 8hour flight, we asked the cabin manager Paul Sarby for our meals. He brought it to us right away, the plane was dark and only a dim light was through. I started eating with the fork..the food tasted weird.. So i put it aside, i took out the spoon to start eating but before i touched the spoon and there was a hard surface. I turned on the lights and discovered that the 3 utensils were USED and dried out from use. IT WAS APPAULING. I got up right away to Paul Sarby and asked him what is this. All he did was apologize and said he was going to *report* this. He even took my details on a piece of paper and said the airline will get back to me but of course that did NOT happen.

Third plane from Shanghai to AbuDhabi: EY2867
We were checking in at Pudong Airport. We notified the counter that we had 7 bags of which 2 were extra overweight bags which were not sure how much over they were. We started weighing the bags and i told the counter that i need to put the extra overweight bags first because if they exceed 32 kg i would empty them in the other bags which were much lighter than the maximum amount of 23 kg. She INSISTED that i should put only the lighter bags first. 5 bags were checked in ranging from 17 kgs to 22 kgs. Before weighing the last extra bags she asked if we would go pay the 260 dollars which we did right away. We put the 6th bag on the scale and it hit 40 kilos. The 7th bag hit 40 kilos as well. I asked them what should I do now. They insisted that i have to take out 16 kilos from both bags and add an 8th bag which means to be charged more. I clearly stated that i just checked in lighter bags and that i insisted on putting the heavier weight bags first in case an issue like yhis happened. They gave me the hardest time ever. And suggested i should just wait until they return all my bags. I clearly refused because i will not bear the mistake of the counter. After I started AGAIN to make a scene he let us go without even apologizing for giving us the hardest time ever.
We got on the plane and everything seemed fine except that it was freezing cold. We did not even fly yet and everyone had two blankets on them. I kindly asked the flight attendant if she can increase the temperature. I asked on 3 different occasions over a 2 hour course. I started sneezing and coughing (i have asthma) and my baby started sneezing and was very cold. After 3 hours into the flight i went up to the flight attendant and explained that I can not stay like this for the next 7 hours especially that the end of the plane where i was was the only cold area where as the first half of the aircraft was a moderate temperature.
What was insane is that the flight attendant explained to me that the aircraft had a mechanical problem in the airconditioner. We were 40000 ft above ground and she decided to say that there was a mechanical issue with the air craft!
The temperature was ok for about 2 hours and went back to be freezing cold for the rest of the flight. The only thing the attendant did was bring me extra blankets!

We reached Abu Dhabi extremely sick and tired and took us 30 minutes to pass the security check from how crowded it was and only 3 checks were open. All that and I was holding a 4 month baby who was very tired and sick from the flight. I went up to the nearest information desk to find a stroller, there was none. I stood in line and went to a counter named Mehdi who was extremely RUDE and arrogant when asked i need a stroller he said go to gate 5 and search there. I asked him can I recall my personal stroller which i handed over at the gate in Shanghai and he clearly refused and said just go find one.


Fourth plane from Abu Dhabi to Cairo: EY653
0we got on the plane, after the aircraft flew and turned off the seat belts I asked a flight attendant if she can urgently get me a baby cot because the baby was crying hysterical from how sick she was and needed comfort. The flight attendant blew up in my face and said that she just got out of her seat and that I need to wait until she is done.

Etihad airways...
You will fail soon.

[Etihad Representative]

Dear Marwa,

Please accept our sincere apologies for the service failure. In order to look into your issue, kindly provide us your booking reference and feedback on socialmedia@eithad.ae so we can look into this for you.

Thank you. *JS