MAN-ABU-JED-ABU-MAN return. when we reached JED the Umrah passengers were sent to the Hajj terminal and their luggage to the international terminal, we had to wait 3 hours on the hajj terminal, there was nobody on the airport that could help us no support from Etihad at all. Return flight was a shambles to.
My advice is if you’re going to Mecca to perform Umrah or hajj don’t travel with Etihad. Boarding at JED was ok as they allowed us to take one zam zam gallon free with each ticket, once we reached ABU we did a 4 day stop over, when we boarded at ABU to go to MAN our final destination, Etihad said that they can’t put the water on and we will have to weigh the water with our cases which meant we went over 10kg and ended up paying £150 as they charged us £15 per kg.
When asked why they have a different policy in different country the customer service advisor couldn’t answer the question. If you have a Umrah or hajj visa airlines should let on free zam zam water (most airlines do even non-Muslim airlines shame on Etihad). I will never fly with Etihad they don’t look after the customer (We make sure that you get all the support you may require.*) This is a lie. Etihad don’t care about the customers forget supporting them, the seats are very tight the staff in the airport especially in JED and DUB are very rude, the staff are lacking customer service skills. Have travailed with Emirates they look after the customer as well as compromise. Etihad needs to improve dramatically.