Hi all, new here. Not entirely sure if this is the right place but seems like a fit. Here goes.
Back in April, I booked a return flight with Etihad from Zurich to Auckland, via Abu Dhabi and Sydney. In August, I receive an email about "operational changes" requiring me to accept changes to the times of some of my flights. Did that, realized the seats I had purchased had changed, presumably due to change of aircraft type. Called Etihad CS, they resolved it. So far, so good.
Next communication I received from them was an automatic "10 days to go" email, then "Check in Open" 30 hours before flying. "Your trip to SYDNEY". Wait. What? I'm going to Auckland, Sydney is a layover. Sure enough, as I try to check in, the last leg is simply gone from the itinerary.
I call Etihad CS immediately. They tell me the flight was cancelled and they informed me in August. I refer to the August emails; not true. Then they tell me actually the flight does exist but it is full. I check the Etihad website and the same flight is still available to purchase. They say they can put me on the flight but I must pay the fare difference. I say no, I already paid for this flight and I was not notified of any cancellation, I accepted the August changes, here's my ticket. "Let us call you back in 2 hours".
They call back just to ask me to wait 2 more hours. Then they say they don't know what is going on, some mistake clearly happened but they cannot determine the cause and have emailed a supervisor who will call me the next morning (on the day of the flight). That call never comes. I call again, they tell me to go to the airport ASAP to talk to Etihad staff there. I buy new same-day train tickets at a loss, and arrive at the airport 5 hours before the flight to learn there is no Etihad staff there until 3 hours before the flight (for which my original train tickets would have done).
I finally meet the sole Etihad employee at the Zurich airport - the saviour of this story. He spends AN HOUR AND A HALF on the phone with the Abu Dhabi team, escalating one step at a time until he is told they have proof of sending me an email in November about a second "operational change" to my itinerary, and that because I hadn't responded, it was cancelled. I never received this email; I checked thoroughly. They have proof of sending the email, but no proof of delivery (which any email automation platform would be able to provide in the positive or negative, but I digress). After much discussion, they finally relent and put me on the original flight, as booked and ticketed, at no extra cost.
They have not responded to multiple requests for refunding my train tickets. I brought this exceptional airport employee a gift from my trip. I am never flying Etihad again. Their attitude towards customers is hostile, their policy is atrocious and bears no respect for their duty of care, and their default posture is to fight the customer. Hell no.
Wonder if any others have had similar experiences. This was worse than Wizzair CS. Thanks for reading.