[Paul G]

27th Feb 2023
Utterly disgraceful treatment.
We booked return flights from Melbourne to London (Gatwick) in Sept 2022.
On receiving our itinerary, we noticed that the rail link from Heathrow to Gatwick was incorrect and would not work. I asked if we could have the rail link deleted from the trip and were assured that we could, and still preserve our extra leg room seats. Etihad also confirmed that it was at no cost. On checking our seats with the new booking, I was told that we had not paid for our original seats and that it would cost nearly AU$1700 to recover them. I insisted that the booking was paid for and confirmed.
I emailed the booking confirmation and ticket reciepts to them.
After 4 more phone calls and three emails, and having been accused of lying to them several times, I did a dummy booking for the original trip, taking screen shots as I went to demonstrate that our booking was correct and that they were giving me misinformation.
I am still waiting for their promised call-back.
I am now up to my 12th call, and still can’t get to speak to a manager or get a resolution.
All I want is for Etihad to honour its original contract.