Etihad Airways (Manchester to KL) the only positive of 2 flights, 14 hours of travel, the website, bidding process were 2 fantastic check in ladies at Manchester Airport. The website can be extremely temperamental. The inability to download boarding passes is unusual in an age when digital tickets are common place. Customer service via the telephone is non existent. The bidding system for upgrades is a frustrating procedure which didn’t conclude until the check in staff confirmed our ticket status. The aeroplanes (Dreamliners) were old, dated, the seats were hard and uncomfortable, the headrests didn’t stay in position, the food on the whole was inedible the toilets were dirty and not looked after at all during the flight. The staff were surly, bad mannered, brusk and didn’t offer any level of good customer service. They spoke to customers with complete disregard. There was no customer centricity throughout the experience once we departed Manchester. Having lived in Abu Dhabi in the past I was shocked at the poor service and customer care. Having travelled with Emirates, Bangkok Airways, Thai Airways, Malaysian Airways, Ryanair and Easy jet in the last 18 months I have to say Etihad are at the bottom of that pile. Sadly it’s an airline we will never use again or recommend to anyone.
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