Dear Etihad,

My email to Etihad, sent via their website contact form.

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Hi,

I had my flight (EY20 on 18 December, LHR to AUH) cancelled, resulting in a missed connection (EY472, 19 December, from AUH to CGK). Consequently, I was asked to find my own accommodation (and hence finance my own expenses over the last few days as a result of the delay/eventual cancellation) in London and ring up your offices to seek a new flight number. After 3 attempts, I finally got through to a member of staff at 11am on 19 December. She took down my e-ticket and phone number, and told me that I would be contacted when a new flight has been confirmed.

After visiting your website, I noticed that most other flights have gotten updates on their rescheduling status. Rather worrying for me was the fact that my flight (EY20, 18 December) was not shown, when flights that were meant to depart later, such as EY18, have been updated.

I got even more furious when I looked up my itinerary, both on Abacus and on your website, and saw that I have been put down for another flight, EY9020, for 29 December, without the AUH-CGK leg - this is by no means acceptable or reasonable, knowing that some flights are leaving tomorrow (20 December).

I have to say that this whole situation has been dealt with rather badly by your airline, considering the scale of Etihad - lack of updates/communication and lack of reimbursement/support for customers (not even those stipulated by Statute under EU Denied Boarding Regulation 261/2004).

I understand that this problem was partially out of your company's control, with the snow and BAA deciding to close Heathrow's runways. Nevertheless, I was hoping for slightly better treatment than what I have gotten thus far from an award-winning airline.

I demand a proper explanation of the status of EY20(18Dec), and a rebooking onto another flight within a reasonable timeframe, even if it means going through Manchester. I am not seeking financial compensation at the moment, just seeking some reasonableness, clarity and a chance to be home with my family in time for Christmas. If necessary, my e-Ticket Number is 607xxxxxx3062.

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Hopefully, this will inform someone at Etihad that someone is really not satisfied with their service, even for a reasonable person.