Evaluation of Etihad Airways by Dave Poler
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In the tumultuous month of July 2025, a passenger named Dave Poler found himself in the midst of a regional conflict that had major implications for air travel. The incident occurred when Iran bombed a U.S. base in Qatar, causing airspace closures and tensions across the Middle East.
Amidst this chaos, most major airlines cancelled flights to ensure the safety of their passengers. However, Etihad Airways, a major international airline, chose a different approach, opting to continue operating flights through the affected region.
Poler, who was a passenger on one of Etihad's flights scheduled to pass through Abu Dhabi, found the airline's response to be inflexible and tone-deaf during a crisis. The flight he was booked on was eventually cancelled, but Etihad refused to issue a refund or offer credit for the cancelled booking.
Unwilling to risk his safety, Poler cancelled the flight and booked a safer alternative route at his own expense. His experience with Etihad during this time has left a lasting impression, and he has vowed not to book with the airline again.
This incident is just one of many accounts that suggest Etihad's response during the conflict lacked flexibility and compassion. While the airline did take some operational precautions by halting flights in some regions, they continued to operate where possible, causing dissatisfaction and safety concerns among passengers.
Etihad's CEO, Antonoaldo Neves, noted effective airspace management and operational resilience during this time, but there is no public information indicating that the airline broadly implemented flexibility measures or provided compensation to passengers significantly affected by the conflict-related disruptions. Instead, passengers seeking alternatives often had to bear additional costs themselves.
Despite these challenges, Etihad continued to expand its fleet and network, indicating a focus on growth alongside managing operational challenges. The airline's approach during the conflict has raised questions about its commitment to customer service and safety, and it remains to be seen how these concerns will impact its reputation moving forward.
- Dave Poler, dissatisfied with Etihad's rigidity during the crisis, decided not to invest in their services again, potentially affecting their lifestyle industry revenue.
- The travel industry was significantly impacted during the conflict, with many opting for safer routes amidst finance-related difficulties due to airlines' inflexible refund policies, like Etihad's.
