Old Aug 9, 2022, 7:18 AM
weatherbain weatherbain is offline
Join Date: Feb 2018
Posts: 4
Default Etihad refuse to resolve issues

I raised a complaint about a seating problem in Business class on my Etihad flight from Sydney to Abu Dhabi back in February 2022. The response from the agent, and failure to resolve this issue, has been totally unsatisfactory and reflects very negatively on the part of Etihad.

In summary, I flew business class from Sydney to Abu Dhabi back in February, and after 7 hours into the flight, it became apparent that my seat was completely faulty- no cushioning at all, only metal (I only knew this after extreme discomfort and back pains set in at that stage). The crew were wonderful and did everything to rectify the problem, but they then admitted it was a fault in the seat and that it could not be fixed. They had no other option but to then offer me a different seat- 7 hours into the flight. My back pains endured and I was not able to rest or sleep the remainder of the flight, and I arrived with back pains in Abu Dhabi for several days, all because of a fault that should have been checked prior to departure. It was so important to me to have sleep and arrive rested for work back in Abu Dhabi, and was the reason I chose business class.

On the advice of the crew, I emailed Etihad informing them of my issue, asking for some form of compensation for this fault- simply an upgrade on my next flight, if possible, which is a very reasonable request. I was in disbelief at the response and unwillingness to resolve my issue in the following months, up until a final response from the agent who refused to pursue this case any further. This original response and final response (following many emails over several months from me) are as follow:

3 August 2022

Dear Mr W

Kindly see my email of 25 April 2022. As you were offered alternative seating, we are not in a position to review this case further.

Respectfully, this case is closed.

Kind regards,

25 April 2022

Dear Mr W

Thank you for contacting us regarding the difficulties you faced with your seat on board your flight from Sydney in February. We are very sorry to hear about this.

I understand that the Crew had attempted to fix it for you and you were offered another seat while they took care of it. We know that this was an inconvenience to you and the Crew on board extended their apologies and to make you comfortable.

As the team were not able to recover your seat, you were offered another business seat 11F for the remainder of your flight.

Once again, we are very sorry for your inconvenience. We do truly value your loyalty to Etihad and taking the time to provide us with your feedback.

Yours sincerely,

Guest Relations

Etihad Airways
New Airport Road, Khalifa City, Abu Dhabi, United Arab Emirates

There is no way whatsoever to actually speak to an agent- they put you through to guest relations, and I have literally kept the phone open on 3 occasions for over 3 hours with nobody responding, until I have no choice but to hang up. What action should I take, as I believe this is completely unacceptable, and they need to be held accountable.


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