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Etihad service in J. Anyone else disappointed?

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Jack3193

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No PJs or mattress topper were offered (do EY offer these on any flights?).
I've been offered PJs maybe once or twice - both relatively recently. I've also got a mattress topper maybe once or twice too. I kind of assumed they were trialling these concepts on certain flights, as IME neither has ever been a standard offering.

One thing I did like is the new (for me at least) 'dine at anytime' concept in J. If you eat in the F lounge just before the flight, it is good to allow three or four hours to pass before eating again on the aircraft. I would like this concept to filter through to all airlines. I know a number of airlines offer it in F.
I fully agree, this is one of my favourite aspects of J on EY. BTW, it's definitely not new to EY, they've had it since my first ever EY J flight, which I think was back in 2010. It is still almost unique to EY though, I think.
 

Lemon_Party

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Were you sitting in a window seat (it appears so)? I was sitting in a forward facing window seat on both sectors and the 388 felt far more spacious due to the presence of the standard storage bins between the wall of the aircraft and the J suite. On the 789, the J suite is just rammed against the wall and immediately felt more cramped (particularly when flying the two aircraft back to back).

The EY J studio on the 388/789 is probably the best staggered J arrangement I have experienced to date. However, I still prefer most reverse herringbone J arrangements like those offered by CX/VA/QR etc.
Actually no - I was in the central forward facing ones as I was travelling with the +1. I would think the window seat would be the best option for solo though, as the aisle seats definitely seemed a little exposed. I do really like the VA seat as well - probably is better all round, but I've only flown solo. Not sure if the central seats are good for a pair or not...
 

JaneFlyer

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I fully agree, this is one of my favourite aspects of J on EY. BTW, it's definitely not new to EY, they've had it since my first ever EY J flight, which I think was back in 2010. It is still almost unique to EY though, I think.
Not really unique to EY - QR have that service in place, and handle it very well, QF F are also pretty flexible.

I've heard lots of poor reports of EY service of late - plenty of customers unhappy with FA attitudes and helpfulness. I've heard enough bad reports to put me off booking with them completely.
 

Pleb Status

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Actually no - I was in the central forward facing ones as I was travelling with the +1. I would think the window seat would be the best option for solo though, as the aisle seats definitely seemed a little exposed. I do really like the VA seat as well - probably is better all round, but I've only flown solo. Not sure if the central seats are good for a pair or not...
A view of the central seats from the forward facing window seat on the 380. The central seats can be rear facing as well.

20170107_082006.jpg

For interest, the foot well of the J studio seat. This is where most staggered J seat arrangements struggle. This is probably the best space I have experienced with a staggered arrangement.

20170107_082029.jpg
 
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Hi everyone,

I just returned from Moscow via AUH (a380) and I have to say i was really disappointed.

From Moscow to AUH there were minor issues such as slow service and rude FA's but on our major leg from AUH to Melbourne I was really shocked. Approx 10minutes after boarding I was offered a welcome drink of water or juice (no champagne which was today I could have after take off), another 15 minutes for pyjamas and slippers (another 10mins for my husband to receive) no FA's introduced themselves, welcomed me aboard, or used my name (this is understandable considering how many people are in J on this plane but they still lacked professionalism or passion....the staff came off aloof and bored. After taking my order for breakfast (which I found very limited ESP compared to SQ) the attendant said for me to call her as soon as I was ready to sleep so she could make my bed. Approx one hour later I pressed the call bell, waited over 5 minutes and asked the FA (different one to whom took my breakfast order) if she could make my bed for me. I was met wth a very annoyed facial expression and after a few seconds of arkward silence a very rude comment that "don't I know I do this myself!?"I have never used Etihad business before So I was unsure of the process, however I had already tried reclining the seat myself but nothing happened. When I asked this FA how to do it myself she sighed with frustration and showed me the lit buttons to use. I then explained I had tried that and it didn't work. She no kindly responded with "fine, let me do it for you" . Yet again, the seat would not recline. At this point she walked off and another FA came over to fix my seat.

I felt stupid for thinking there would be a mattress topper and that staff would want to make the bed for me. Yet as I was departing the plane I saw that many other seats did have a mattress topper. This annoyed me to no end.

Upon breakfast time I was asked again to make an order and even then only half of it was delivered. The hash brown was cold and completely wet, my one half slice of toast crumbled to pieces when I bit into it, and I only had one mouthful of my Omlette. My husband ordered the same meal but was also given a chocolate crissoant, plain crissoant but no toast. He had no condiments for his plain crissoant.

I personally find the cabin over cluttered and lacking in privacy for middle seats (wanted to sit next to husband) I could see everything the passenger on the window side was doing and the passenger sitting behind him in the rear facing seat kept looking over at what I was doing.

Furthermore at no point did any FA's collect any rubbish including the large plastic sheet from the blanket, and took ages to clear plates. I was never asked by staff if I would like/need anything else and was also treated as though I was complaining when I simply let them know the water sensor was not working in the toilet.

Maybe I am just expecting too much but after flying SQ business where the FA's can't do enough for you or even business on Qantas or Virgin where they welcome you, use your name, remember your orders, bring service promptly and make your bed. I'm also used to a large selection of food/drink and FA's excited to bring you numerous amounts of each (I couldn't decide on desserts on SQ so they gave me both, I didn't want any of the magazines she offered so she asked what ones I would liked to read etc.)

So, after this experience I am wondering am I missing something?? Was this just an "off" experience or have other people experienced the same kind of boredom and rudeness from staff in J? Also I noticed people rave about seats on Etihad a380 and whilst I must say their bed is the best I've had, I hated the cabins and would much prefer the 1-2-1 seat allocations such as on SQ. So, is there a reason people still often prefer Etihad and adore the a380?



Hi Jemm82,

Thank you you for sharing your feedback about your latest experience with us! We would definitely like to have a look into what happened and help you.
Could you kindly let us know if you have already shared this feedback with our Guest Relations team? If not, kindly send us your booking reference, full name and email address via private message so we can lodge a complaint in your behalf and investigate in this issue. Thank you *Sky
 

N860CR

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Hi Jemm82,

Thank you you for sharing your feedback about your latest experience with us! We would definitely like to have a look into what happened and help you.
Could you kindly let us know if you have already shared this feedback with our Guest Relations team? If not, kindly send us your booking reference, full name and email address via private message so we can lodge a complaint in your behalf and investigate in this issue. Thank you *Sky
I wouldn't waste your time. Etihad customer service is hopeless.
 

koco

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No PJs or mattress topper were offered (do EY offer these on any flights?).
On my recent AUH-SYD flights in J, pyjamas were handed out to passengers whilst still on the tarmac. As for the mattress topper, they were provided for those guests that requested their seat to be prepared for sleeping. Whilst I didn't bother with the mattress topper, the pyjamas were quite comfortable.
 

pauly7

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That's the issue with both etihad and Emirates. The diversity of crews doesn't create a consistent experience.

I flew EK SYD-AKL and then AKL-SYD a few days later. It was like 2 different airlines. Great crew on the way over who proactively served the J cabin, whereas on the flight back they couldn't have cared less (when I asked for a wine top up, I copped an eye roll and "what, should I just leave you the bottle"). Also sampled 3 different J seats on the return and the IFE worked on none of them - again response from crew was a "yes they're clearly not working"
The Etihad J seats have not held up well at all, I constantly have IFE issues and seat issues. In fact I now have a procedure flying them - I sit down, recline the seat fully and make sure my IFE works (sound at least if they've locked it) as soon as I sit down! I've had to be moved twice in the last six months.
 

N860CR

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The Etihad J seats have not held up well at all, I constantly have IFE issues and seat issues. In fact I now have a procedure flying them - I sit down, recline the seat fully and make sure my IFE works (sound at least if they've locked it) as soon as I sit down! I've had to be moved twice in the last six months.
Annoying that you have to do that.

I also have a procedure for dealing with it - I don't fly with them anymore. It's been working really well so far!
 

pauly7

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Annoying that you have to do that.

I also have a procedure for dealing with it - I don't fly with them anymore. It's been working really well so far!
Unfortunately I contract and this certain employer has an EY deal. .. :(
 

NZflygirl

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No problems here except for some disgusting beast that decided to store their chewing gum behind the remote:evil:. We thought it was just a bit stiff trying to get it out or something. Presumably it was an adult (although yes kids fly in J) but I was really disgusted that someone would stoop that low!!

Service has been incredibly efficient. I've been able to chat with crew. No surly faces.
I completely forgot to ask for PJ's and mattress topper but obviously wasn't important to me if I couldn't remember!
I like both J and Y.
I thoroughly enjoyed my Y flight.
Love the Wi-fly. No problems with the IFE. Love having the small remote screen as well as large screen.
Love the general layout of the studio.
I find EY difficult to fault...ermm... no NZ Sav Blanc?:p
 

Duffa

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Just read your piece while waiting in the Lounge in Abu Dhabi and looking to see where I could complain about the lounge near Gate 61 T3 after discovering that there was only one shower for 200 people - they have got to be kidding??
Not happy about that so I decided to board nice and early and was personally escorted through the economy queue in the gangway. Was greeted with a nice smile, jacket taken and stowed and a glass of fizz offered within 3 minutes.
My steward was French and doubled as the sommelier. He made all the difference.
Food was excellent.

Seared tuna
Seared tuna.jpg
Cheese plate
Cheese plate.jpg

As others have said, it all comes down to who you get on the day!
 

DaveB

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Wife and I came thru AUH recently on way to YYZ and couldn't believe the 2+ hour wait for showers in the F lounge though thankfully a good paging system in place. On asking should I go down to the J lounge, was advised would be worse so seems she was right.
A shame AUH is easily the worst transit airport in ME or Asia.
 

jetset

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Just had an Etihad J flight (Melb - AUH - LHR), A380

My experiences mirror the OP, especially on the MEL - AUH leg. Great hard product but substandard service.
The flight attendants were just not particularly welcoming and generally quite unhelpful. They never came to check on me and they took a long time to attend the call bell (if they even did).
They seemed to scowl or look frustrated when I asked for service. At one point they directed me to ask the other galley as they were 'too busy'. They seemed frustrated when I asked them to explain the menu choices.
Customers resorted to walking to the galley to ask for service. Pretty poor form for business class.
Got given PJs. No mention of any bed making?
It was a full cabin, perhaps why the cabin crew looked rushed and stressed.
No mechanical issues with the seats.
Shower at abu dhabi was half an hour wait - they accommodated me before my next flight.

I slept well and enjoyed the flight, but Etihad needs to work on their cabin crew.
 

jordanva

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Also just had a J flight MEL-AUH-LHR

- Melbourne Lounge no longer does the cocktail menu that they used to do and the food menu has been reduced. It is still a good selection but nothing like when it first opened.

- No PJs were offered. When first asked, they said they don't do them anymore. I asked again due to the fact I was wearing skinny jeans and wouldn't be able to feel my legs if I kept them on. They checked again and found 1 pair but I was the only one in J to get them. The FA hid them as she handed them to me as well. Just checked their website and it has also been removed from their Business Class page. so as a heads up...wear or take something comfortable as you won't get PJs anymore. I think this is pretty bad. Its a simple added comfort which should be included in a business fare.

- FAs were also quite rude. However, it was a completely full flight so they were rushed, added there was 2 pax who completely blew up at this one FA for no good reason (i think all J pax need to just appreciate what they have. remember theres 300 people packed below in a space of 70 upstairs. chill the f out over small things you don't get as soon as you push the call button!) I know you are paying a premium, but its for the space and the food. Theres 5 of them and 70 big headed pax that all think they are the king/queen. If you take the time to say, please, thank you, how are you, they warm up very quickly to you!

anyway. F Lounge now. Decided to do the wait to EY17 (6hr layover) and I have the lounge to myself. its amazing. Gym, shower, champagne. If you don't need to rush to London. Its well worth it.

Etihad - please bring back PJs for business passengers. Also think your amenity kits could be improved!
 

maz1

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Also just had a J flight MEL-AUH-LHR

- Melbourne Lounge no longer does the cocktail menu that they used to do and the food menu has been reduced. It is still a good selection but nothing like when it first opened.

- No PJs were offered. When first asked, they said they don't do them anymore. I asked again due to the fact I was wearing skinny jeans and wouldn't be able to feel my legs if I kept them on. They checked again and found 1 pair but I was the only one in J to get them. The FA hid them as she handed them to me as well. Just checked their website and it has also been removed from their Business Class page. so as a heads up...wear or take something comfortable as you won't get PJs anymore. I think this is pretty bad. Its a simple added comfort which should be included in a business fare.

- FAs were also quite rude. However, it was a completely full flight so they were rushed, added there was 2 pax who completely blew up at this one FA for no good reason (i think all J pax need to just appreciate what they have. remember theres 300 people packed below in a space of 70 upstairs. chill the f out over small things you don't get as soon as you push the call button!) I know you are paying a premium, but its for the space and the food. Theres 5 of them and 70 big headed pax that all think they are the king/queen. If you take the time to say, please, thank you, how are you, they warm up very quickly to you!

anyway. F Lounge now. Decided to do the wait to EY17 (6hr layover) and I have the lounge to myself. its amazing. Gym, shower, champagne. If you don't need to rush to London. Its well worth it.

Etihad - please bring back PJs for business passengers. Also think your amenity kits could be improved!
I do appreciate what I've got BUT still disappointed with their cost-cutting antics- how can they not offer pj's on a 15 hour flight? that's just wrong - and, even though I don't really drink, I was looking forward to ordering a cocktail at the bar at Tulla -
 

maz1

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I do appreciate what I've got BUT still disappointed with their cost-cutting antics- how can they not offer pj's on a 15 hour flight? that's just wrong - and, even though I don't really drink, I was looking forward to ordering a cocktail at the bar at Tulla -
oh, well, i'll just have to take my QF pj's ;-):p
 

jetset

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I do appreciate what I've got BUT still disappointed with their cost-cutting antics- how can they not offer pj's on a 15 hour flight? that's just wrong - and, even though I don't really drink, I was looking forward to ordering a cocktail at the bar at Tulla -
I did get PJs and that was only a few days ago, so I'm not sure what Etihad are playing at. Likewise the Melbourne Etihad lounge served me lots of cocktails.
Cost-cutting at this level would save them very little money and really detracts from the entire experience. A set of cheap PJs would cost them what... a dollar in bulk?
 

pauly7

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I did get PJs and that was only a few days ago, so I'm not sure what Etihad are playing at. Likewise the Melbourne Etihad lounge served me lots of cocktails.
Cost-cutting at this level would save them very little money and really detracts from the entire experience. A set of cheap PJs would cost them what... a dollar in bulk?
Maybe they are running them out... increasingly unimpressed with Etihad, VA should dump them as a partner. Oh... wait ;(
 
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