✅ Trip Verified
| Sydney to Frankfurt via Abu Dhabi. Having flown with Etihad for the 1st time, I was initially satisfied. However, my 1st impression has been completely broken and now find myself writing this review in an attempt to express my great dissatisfaction and treatment upon my last booking with Etihad. I booked a flight from Sydney to Frankfurt for my Australian wife. At this time I was unsure about her visa conditions in Germany, so I called Etihad asking how I should make her booking. The Etihad agent informed me that because my wife didn’t yet have the long-term visa, that she need to book a return ticket within 3 months after her arrival, otherwise she wouldn’t be allowed to board the flight to Germany. She then recommended to book a return ticket, as a classic or flex, to have low or no cancellations cost. I proceeded to book the “deal” ticket for the outbound flight and the classic for the return flight. Once we arrived in Germany and my wife was granted her visa, so I then called Etihad to cancel the return flight as already having previously explained I would do. That’s when the cycle of disappointments started. I was told the 1st time that in Etihad’s policy “Most restricted refund fare rule applies in the event that different fare choices are combined” and that my flight is not eligible for cancellation, since I “automatically agree when booking a flight”. I replied that I wasn't told this condition and that I should book either Classic or Flex. I was then answered that an investigation process was being started to check this call and they will contact me. After over 1 week of waiting, I called Etihad again, just to be told that they only traced the last 2 calls, but not the 1st one I made, which is where I was given the wrong instructions. I was told again that they would start another investigation and that they would call me back. After several weeks, again there was no call back as promised. I’m therefore extremely disappointed by Etihad’s customer service. After my most recent call to Etihad, I was told that they couldn’t find the 1st call and starting an investigation and that I would receive a call back. At this point I don’t know if I should laugh or cry? Etihad finds 2 calls, but not the 1st one, even though I provided date and timing, and it was due to that call that I was wrongly informed and proceeded to book the return ticket. Otherwise, I would have never bought the return ticket. It was totally wrong to advise me that I need to buy a return at Etihad to prove that my wife will leave the country within 3 months – since I could have booked a flight to London for less than 50 Euros (having been told this by the immigration officer later on). Also, I would have not bought the ticket for 1100 AUD, if the agent had told tell the canceling conditions, and I made it very clear that I would be cancelling the return flight. Apart from that, the booking process itself was extremely misleading. If you book a return flight, and chose the outbound flight deal for one way and the classic for the return, it is then clearly shown on the return flight that it can be canceled. So there is absolutely no indication that “Most restricted refund fare rule applies” from the beginning till the end of the whole booking process. But it's so easy from an IT point of view. This is misleading the customer when you don’t have such important information which changes the prices for cancellation. I won’t never fly again with Etihad and recommend the same to my friends and family.