A traveller has criticised Etihad Airways for its “free stopover” program, calling it misleading and poorly managed. The passenger said the offer was displayed at every stage while booking a flight to Bangkok via Abu Dhabi.
Stopover deal confusion
Planning to explore Abu Dhabi, the traveller chose a longer layover after seeing the promotion. But when they tried to redeem the hotel stay, staff said the booking did not qualify because the stopover was under 24 hours and on a blackout date.
Lack of clear communication
The passenger claimed these restrictions were not shown during booking. This made the rejection feel deceptive and left them disappointed with the airline’s handling of the offer.
Support channels unhelpful
Attempts to resolve the issue brought little relief. Live chat agents only repeated “terms and conditions” without offering help. Email queries went unanswered, and the only advice given was to leave feedback after the flight.
Need for better transparency
The traveller has accused Etihad of promoting benefits it does not deliver. This case highlights how unclear communication damages trust. Passengers expect clarity, and airlines must ensure transparency when advertising offers.
