[ejolly]

Etihad changed their flight schedule just a few weeks before our flight, which had been booked and paid for earlier, so disrupting the 3rd leg of a journey booked solely with them. The only alternative Etihad have offered us means that myself and my partner now have to split and travel separately for this 3rd leg of our journey. In addition, I now have a 10 hour layover in Abu Dhabi with not even a hotel room available for a rest ("all fully booked"!); Etihad can only offer me a sleep pod, which appears to be in a public area of the airport with no privacy and no provision for keeping my cabin baggage safe while I try to rest. Furthermore, my partner now has a layover of 3 hours followed by a flight to a different city to that he booked to fly to, and then a 2-3 hour bus journey to the city we originally booked and paid to fly to. No compensation has been offered by Etihad, other than a few air-miles. In our opinion this is disgraceful customer service and the least we expected from a world class airline for such a disruption, causing so much upset and inconvenience was an upgrade on the flights.

In addition to the above, on several occasions I have spoken to Etihad Customer Service Representatives who have promised to call me back and then have not followed through with this. We are both extremely disappointed with Etihad and, although we are both members of the Frequent Flyer scheme, live in the middle east, and have already taken one return journey with them in August this year (Dammam to Madrid), we will be reluctant to continue using Etihad in the future. This is a shame as we had previously thought that it was a World Class Airline which prided itself in their amazing customer service.