I am writing to formally express my…
I am writing to formally express my deep disappointment and dissatisfaction regarding the treatment I received from both Travel House and Etihad Airways in connection with my recent flight booking. My negative experience began with a name correction request, which should have been a routine amendment due to a spelling issue. However, I was told that the only way to make this correction was to cancel and rebook the ticket, resulting in an additional charge of £175. This felt excessive and unjustified, especially given that the request was made in good time and with the necessary documentation. I expected a more reasonable and service-minded approach to what is a common and understandable situation. Following that, I contacted Travel House to change the return date of my flight after the loss of my grandfather. This was not a casual rescheduling—it was a family bereavement that required compassion and urgency. Yet, I was informed that the minimum fee to amend the return date would be £281.50, regardless of how far in advance the new date was, how low the passenger volume, or how flexible I was with alternative options. No effort was made to explore humanitarian flexibility or show any goodwill in such a sensitive moment. In both situations, I was met with inflexible policies, transactional language, and a lack of basic empathy. Travel House simply relayed rules without advocating for me as their customer, and Etihad’s policies were presented as immovable—even when the human context clearly called for some compassion. I have long admired Etihad Airways for its global reputation and premium image, which is why I chose to fly with you. Unfortunately, this experience has caused me to seriously reconsider that decision. As a paying customer, I expected support, understanding, and some degree of fairness—not indifference. Let me remind you of a vital truth: customers build companies—not policies or employees alone. When service structures lack empathy and humanity, they ultimately damage the trust and loyalty that brands work so hard to earn. I hope you treat this complaint with the seriousness it deserves. At the very least, I ask that you reflect on how such cases could be handled with greater compassion and flexibility going forward.