Extremely Disappointing Etihad Experience – South African Travellers Should Think Twice

I recently travelled from Johannesburg to Hong Kong with Etihad Airways via Abu Dhabi, and unfortunately, the experience fell far short of what I expected from a premium international airline.

The biggest disappointment was the poor communication and virtually non-existent customer care.

Before our journey, I contacted Etihad’s Country Manager in South Africa regarding our trip and a seating matter. I followed up again on 29 June when the issue arose. Neither email received any response.

My travelling partner and I were travelling together under separate booking references, yet we were unable to secure seats next to each other without paying an additional fee. When online check-in opened, we still could not move to available adjacent seats without paying extra.

I understand that airlines have different fare structures and that some seats attract additional charges. However, the experience was unnecessarily stressful, particularly when travelling together on a long-haul flight.

We ultimately had split seats. We were told at the departing airport that the matter could be addressed at Abu Dhabi, but when we approached staff at Zayed International Airport, we were told the flight was fully booked and the seats had already been allocated. The airport was extremely busy, and unfortunately the staff we dealt with were not particularly friendly or helpful.

I subsequently escalated the matter to Etihad's Chief Operating Officer on 13 July after my previous emails had been ignored. I explained the situation and requested assistance with our return journey.

Again, there was no response.

On 14 July, the day before our return flight, I wrote once more after online check-in opened and we were still unable to sit together without paying an additional fee. Again, there was no response.

The onboard experience was also disappointing. Compared with other major international airlines I have travelled with, I found the service and food very mediocre and certainly not what I would associate with a premium airline.

On our return flight from Hong Kong, the departure gate was only communicated less than an hour before departure, adding further unnecessary stress in an already very busy airport.

Taken together, the seating policy, lack of communication, poor customer service, mediocre food and service, and airport experience made this an extremely disappointing journey.

I will never fly with Etihad Airways again.

I would strongly caution fellow South African travellers to compare Etihad carefully with the alternatives before booking. Based on my experience, the Etihad brand and its premium positioning did not translate into the level of service, communication or customer care I expected.

For me, Etihad has lost a customer.