Despite booking my seats September 30th 2025, the flight times changed five times.  After two in two days I wondered if I was being hacked and sought help via the Chatline.  The experience left me traumatised fearing I had been scammed out of the most expensive air tickets I had ever bought.  I have a full transcript of their failures which went on for over an hour in which I was told I was not in their system despite giving them my booking reference; the ticket numbers I provided were not recognised; finally to be told 'OK we've found you, panic over.' 

 

I began a series of emails with a spokesperson for the company, who was totally devoid of any empathy suffered by this 82 year old in the middle of the night.  Eventually he deigned to offer an apology though he clearly did not know what damage his company's inefficiency had caused.  When I mentioned the C-word (compensation) he just ceased all communication and ignored my subsequent emails.

 

As my departure date drew near, I feared the worst and that is exactly what I got: the worst flight experience in over 70 years of air travel.  The Etihad flight EY407 from BKK to AUH was an unmitigated disaster from start to finish.  I had paid for Economy + for the extra legroom & priority boarding.  The 777-300ER was well passed its scrap-by date; on a survey of ONE row, my companion's window seat did not recline; my TV needed a woodpecker to change screens (I pitied the guy in front); the aisle seat also had a problem but this was forgotten in the next 50 minutes as we hit turbulence.

 

How must passengers feel when they hear the cabin crew screaming hysterically over the (very poor) intercom system! Not ONE announcement was decipherable except 'Cabin Staff may resume your duties.'   This effectively resulted in mass hibernation and it was TWO Hours into the flight before they made an appearance.  It was obviously my lady's first day on the job as she ignored the hungry, thirsty lines of passengers in front of her, to chat at length to perhaps her family on the front row supporting her.  Eventually it was our turn; she got two of the three orders right but had to be called back to serve us drinks.  Her attempt at G&T was comical (and expensive) - seemingly 50/50% gin to tonic - no ice; no slice.  Sweat dripped off my nose as despite the millions spent on the plane, nobody had taught the pilot the rudiments of the thermostat.

 

From AUH to AGP it was as if I had magically changed companies.  The 787-9 was everything the previous plane wasn't; everything worked even the staff who were extremely attentive; one had even sorted out how to work the thermostat.

 

Again the return journey was a tale of two companies; no problems at Malaga; the Check-in staff even wanted to see my TDAC completed form (though they didn't realise my Thai companion did not need one - it is only for foreigners entering Thailand.)  Then came the return flight where again no one knew how to adjust the thermostat for at least three hours and frequent requests to the cabin crew.  I normally never comment on food served as it is generally unappetising whatever airline one flies with; this one was possibly the worst I'd attempted to eat ever and with NO CHOICE - Thai Chicken curry. Disgraceful

 

12 minutes ago, mikebell said:

Despite booking my seats September 30th 2025, the flight times changed five times.  After two in two days I wondered if I was being hacked and sought help via the Chatline.  The experience left me traumatised fearing I had been scammed out of the most expensive air tickets I had ever bought.  I have a full transcript of their failures which went on for over an hour in which I was told I was not in their system despite giving them my booking reference; the ticket numbers I provided were not recognised; finally to be told 'OK we've found you, panic over.' 

 

I began a series of emails with a spokesperson for the company, who was totally devoid of any empathy suffered by this 82 year old in the middle of the night.  Eventually he deigned to offer an apology though he clearly did not know what damage his company's inefficiency had caused.  When I mentioned the C-word (compensation) he just ceased all communication and ignored my subsequent emails.

 

As my departure date drew near, I feared the worst and that is exactly what I got: the worst flight experience in over 70 years of air travel.  The Etihad flight EY407 from BKK to AUH was an unmitigated disaster from start to finish.  I had paid for Economy + for the extra legroom & priority boarding.  The 777-300ER was well passed its scrap-by date; on a survey of ONE row, my companion's window seat did not recline; my TV needed a woodpecker to change screens (I pitied the guy in front); the aisle seat also had a problem but this was forgotten in the next 50 minutes as we hit turbulence.

 

How must passengers feel when they hear the cabin crew screaming hysterically over the (very poor) intercom system! Not ONE announcement was decipherable except 'Cabin Staff may resume your duties.'   This effectively resulted in mass hibernation and it was TWO Hours into the flight before they made an appearance.  It was obviously my lady's first day on the job as she ignored the hungry, thirsty lines of passengers in front of her, to chat at length to perhaps her family on the front row supporting her.  Eventually it was our turn; she got two of the three orders right but had to be called back to serve us drinks.  Her attempt at G&T was comical (and expensive) - seemingly 50/50% gin to tonic - no ice; no slice.  Sweat dripped off my nose as despite the millions spent on the plane, nobody had taught the pilot the rudiments of the thermostat.

 

From AUH to AGP it was as if I had magically changed companies.  The 787-9 was everything the previous plane wasn't; everything worked even the staff who were extremely attentive; one had even sorted out how to work the thermostat.

 

Again the return journey was a tale of two companies; no problems at Malaga; the Check-in staff even wanted to see my TDAC completed form (though they didn't realise my Thai companion did not need one - it is only for foreigners entering Thailand.)  Then came the return flight where again no one knew how to adjust the thermostat for at least three hours and frequent requests to the cabin crew.  I normally never comment on food served as it is generally unappetising whatever airline one flies with; this one was possibly the worst I'd attempted to eat ever and with NO CHOICE - Thai Chicken curry. Disgraceful

 

September 2025?

11 minutes ago, mikebell said:

booking my seats September 30th 2025,

 

11 minutes ago, mikebell said:

As my departure date drew near, I feared the worst and that is exactly what I got: the worst flight experience in over 70 years of air travel. 

How did you complete a flight booked for September 30, 2025? That is almost 2 months in the future.

8 hours ago, Dante99 said:

 

How did you complete a flight booked for September 30, 2025? That is almost 2 months in the future.

I'm clairvoyant!  I meant 2024.

8 hours ago, flexomike said:

September 2025?

See below.

Just now, mikebell said:

See below.

see above.

5 minutes ago, mikebell said:

I'm clairvoyant!  I meant 2024.

So your story is 10 months old.

Hmm

I've flown a few times with Etihad from Manchester to BKK. I Flew cattle Class. The Aircraft was a triple 777/300 as well they are old. Clean but still old and my Screen didnt work on a few flights the meals were not realy good either. I changed to Gulf there fleet is new mostly with Dreamliners. Im flying one way Nov 27 from Manchester to BKK £380.

Emirates never disappoints.

25 minutes ago, brewsterbudgen said:

Emirates never disappoints.

 

Emirates for me every time.

39 minutes ago, brewsterbudgen said:

Emirates never disappoints.

 

In the air, I totally agree......especially with the A380's.

 

 

I have been less than impressed with their support/admin function.

 

 

They can be a bit pricey at times....I have booked them for BKK/LGW next year but I am returning with EVA because Emirates is more expensive than that direct flight.

 

loved etihad pre 2020, usually got two seats to myself, punctual, good food and entertainment, now fly lufthansa due to better routing, theyre fine, but once in a while you get a dodgy old aircraft, other stuff doesnt bother me too much as now i fly through the night and sleep... many airlines out there, many price points, if youre unhappy change, easy.

     *Troll comment removed*

 

                

 

16 hours ago, Bill97 said:

So your story is 10 months old.

Hmm

I said I booked it in September of last year.  The actual flight was June into July this year.  I came back two weeks ago, thank you for asking.

Those June into July flights are often troublesome 

16 hours ago, Bill97 said:

Those June into July flights are often troublesome 

Agreed.

Flights on Asian routes are often warm.  People on Asian flights are always complaining about being cold. 

Ok, so you had turbulence on your flight. It happens. There have been typhoons and storms every week over the flight path for the past 2 months. The aircraft on the  routes to BKK for many airlines to BKK can be shabby. Its low season, and the aircraft go in for periodic maintenance with the the older aircraft filling in.

The airline found your reservation and you flew. It  held up its obligations under the contract of carriage. You were not denied boarding. You are not entitled  to any compensation. This is the state of air travel today. What did you pay for your airline ticket? What do you expect  to receive on a flight segment that probably cost10,000 baht all taxes included for the  Bangkok-Dubai segment?

You cannot claim for compensation for another passenger's malfunctioning seat.

Airlines can deliver poor service and cabin comfort. Would you have paid more to fly in a newer aircraft with a nicer crew, because you did have that option.

4 minutes ago, Patong2021 said:

Airlines can deliver poor service and cabin comfort. Would you have paid more to fly in a newer aircraft with a nicer crew, because you did have that option.

This is my intention in the future.  I am impressed with your detailed answer.  I did fly with them (eventually) but not without Etihad first telling me for an hour my entire journey appeared to have been a scam and I had been cheated out of 1800 UKP.  I did not know planes out of BKK would be shabby during the UK Summer months.  I have never travelled in any plane, with any other company where I have been too hot - I thought that the provided blankets were to combat the opposite discomfort.  I have experienced turbulence before but never heard hysterical screaming broadcast to the rest of the plane and the complete absence of cabin crew for nearly two hours.

Find it all hit n miss nowadays. Usually go Thai direct and never had an issue until last time where experienced  uncomfortably hot cabin… issue with that particular aircraft acknowledged by Thai later as they had numerous complaints. Food really bad etc, but staff great as always. I’ll always fly with the main carriers when long haul and book direct with them in case there are issues. Repeatedly having schedules changed and not being able to get solid answers would be proper stressful. I feel your pain. Just avoid them. I would only ever do the Middle Eastern carriers nowadays as second resort as changing planes through that region is a ballache. People seem to enjoy the break but I find it a major pita with all the bumbling about and added security.

 

China southern offers competitive flights to London, but their site is a mess and there will be issues with cust services when there’s an issue. The stress isn’t worth any monies saved. 

4 minutes ago, daveAustin said:

added security.

Agreed.  You go through security at BKK & land anywhere.  Surely you are already sanitised and, if kept separate from locals, should not need further scrutiny.  I stopped going through Taipei because this 2nd scrutiny added too much hassle to my trip.

Did you book direct with the airline or via an agent? Via an agent can sometimes create a problem with matching data with the airline (from personal experince).

What gets me is how you are "traumatised" from a phone call, tired of hearing people always being traumatised in some way, it is the "I want sympathy" word. Okay if you are in Gaza then yes, "traumatised" would be an approperate word to use. 

 

Flying these days is a gamble these days on service, cost (airlines are out for every penny they can charge you for), flight attendants an their way of dealing with the public and seat size, leg room, comfort. Just be prepared for what may happen and deal with it, no point getting angry as the staff in the call centre do not care.

Qatar works great for me.  BKK to Doha to Europe.  I only do it once a year so I spring for Business Class.

Now, that's the way to travel.  Great service, great food, lay flat seats, pods on the wide bodies.

On 8/5/2025 at 7:33 AM, mikebell said:

the flight times changed five times

I've flown with Qatar , and they changed times too.

But these are pretty minor changes.

 

But thanks for letting us know.

I nearly took etihad but the departure times of Qatar were better for me.

 

On 8/5/2025 at 5:34 PM, hotandsticky said:

They can be a bit pricey at times....I have booked them for BKK/LGW next year but I am returning with EVA because Emirates is more expensive than that direct flight.

I have booked Emirates for BC next July, BKK-LGW-BKK which came in cheaper than Thai Airways this year. And cheaper than Emirates again the year before. All in all cheaper than EVA, Etihad and Qatar. 
It seems to me that over the past few years my ticket prices have been getting cheaper! Not complaining though.

1 hour ago, worrab said:

I have booked Emirates for BC next July, BKK-LGW-BKK which came in cheaper than Thai Airways this year. And cheaper than Emirates again the year before. All in all cheaper than EVA, Etihad and Qatar. 
It seems to me that over the past few years my ticket prices have been getting cheaper! Not complaining though.

 

Interesting.

 

I have recently booked one way LHR/BKK for next July. EVA were £700 economy, Emirates £703 and Thai £650. EVA has a 2 x 23kg baggage allowance.

Arab airlines, in a class of their own.

gulf air were pretty good value in june this year for us.  one of the cheapest options, decent staff and not too shabby.......... BKK - bahrain - MCR

I tried Etihad Biz class for the first time last year and never again. Flew Edinburgh to Phuket via Amsterdam,the Amsterdam to Abu Dhabi flight and return was fine with new aircraft. The Abu Dhabi to Phuket and return was not what it should have been. Old aircraft and freezing cold,in flight entertainment did not work for most of the journey,actually it did not work for most of the Abu Dhabi to Amsterdam either although it was a relatively new aircraft. Food average to say the least. Going back to Emirates this year,more expensive but you know what you are getting.

Your name wouldn't happened to be Victor Meldrew would it ? 😂🤣

3 hours ago, hotandsticky said:

 

Interesting.

 

I have recently booked one way LHR/BKK for next July. EVA were £700 economy, Emirates £703 and Thai £650. EVA has a 2 x 23kg baggage allowance.

 

There can be many different factors / situations which aren't 'pleasing'.

 

I flew from Bkk to Tokyo and then on American Airlines (AA) to a meeting in Texas. Full flight, AA cabin crew all overweight and middleaged turned every little item connected to serving a full meal into drama with probably more then 50% of the passengers. All causing much abuse in both directions.

 

On return to Thailand (on AA) I arrived early at the Texas departure airport, stood in the departure line and instantly got yelled at by the mid-aged check-in lady "What are you waiting for, step forward". 

 

I did that, her counter was up higher than usual, she stood up an leaned over her counter pointing upwards, yelling repeatedly "Can't you read?"

 

I then realized there was a quite small sign with small printing hanging up very high which said "go to desk xx to check in your suitcases, then here for boarding pass".

 

I did that then back to the rude check-in lady who asked "where are you from, you're not Japanese (an apparent reference to the fact I was flying one way to Tokyo?)"  I ignored her and got the same question again. I reponded "Australia", she responded "You need to change your ticket to an Autralian destination", then "Is Australian next to Japan on the map?"

 

I responded "No, I am flying to Tokyo, then to Bangkok where I live and work".

 

She responded "But your not using an American passport, why don't you get an American passport then you don't need a visa to enter any country".

 

I ignored her, she then held my boarding pass along with my passport and ticket details over the edge of her counter. I took them quickly and disappeared.