[micksbarrylondon]

On 22 March we flew to Phuket from Heathrow with Etihad airlines. Previously we had entered the online bid to be upgraded if our bid was successful. On the day of our flight we received an email from Etihad saying that the payment card for the upgrade was not valid and did we want to update it (we had our card stolen and had not updated it). So we updated it, in the hope our bid was going to be successful.

When we got to the airport having received no notification either way from Etihad, we asked at the check in desk. We also involved one of the ground staff. These two staff were the only positive experience we have had with Etihad. They were super helpful and said they could arrange an upgrade for us and the cost would be approx £3k. The whole family was so excited and we processed the payment there and then. We were on a holiday of a lifetime and this was our final treat to all of us to hopefully make it even more memorable and was the last of our holiday BUDGET. This upgrade was just for one leg of the journey from Abu Dhabi to Phuket.

The check in person then went off to organise it, she was a very long time, and when she eventually came back she said there were only two seats, there were four of us so we could not go ahead. We were extremely disappointed and a bit perplexed h ow payment is taken then you look at seat availability but there wasn't anything we could do and we went on our way.

We noticed over that weekend that Barclays had refused the payment initially so we were pleased that had not gone through after all. In fact, on the Monday, Etihad reattempted the payment (even though no upgrade had occurred) and this time they were successful. So we spent the whole holiday £3k down. I know we are lucky to even have this budget but it doesn't take away the fact they took our money for nothing.

I then had to register a case via 'feedback' and get a case reference number. Which I did. I think I messaged them every day we were on holiday, via instagram as phoning and emailing had not worked. Today I have still not received my money back and have just been told today that as our case has only been open 17 days, we must wait the full 28 days.

I cannot tell you how disappointed I am with this experience, I would never recommend Etihad to anyone. Apart from one air hostess on the way out, every single one of them was miserable, and acted as if they were doing us a favour by bringing us even a glass of water. I am disgusted that they can take your money then make you wait for it back even though the error is theirs. It's a definite strategy to ensure you have returned home before they action your complaint - I am positive about this. Today I have asked 3 times for an escalation point and nothing has been provided, simply, 'wait 28 days'. It is appalling.