I don't recall any stories of torture either, though dealing with the airline itself seems torturous at times.
The biggest gripe with the airline is their lack of customer service from the checkin staff, duty manager to the stewards.
I would imagine if I were new to a market, i'd be going out of my way to make a good impression, but
Etihad seem to thrive on making things difficult for the customer at every turn.
For example, pax turning up at airport with 1 letter wrong on ticket, having to purchase a whole new ticket, put the existing in for refund and wear cancellation when every other airline would just reissue it on the spot and charge a small service charge.
Meals coming out on flights unheated, and when questioned by pax, told if they want their meal warmed up they'll have to wait 20 minutes after the service is finished.
Pax being told they're greedy when asking for a full glass of orange juice instead of the half offered.
Pax confirms a Gluten free meal but is told by cabin crew it wasnt loaded so just don't eat the bread!
Agent being told by duty manager that it's their incompetance that is behind why pax is being refused boarding when infact it's because pax left his paper ticket at home.
Need I go on???
Etihad are just as joke of an airline to me, one incident I put down to a bad day, but when it happens repeatedly and at all levels of the company, you realise it's culture not bad luck thats behind it.
TG
