Etihad Stopover Offer - FINE PRINT - Unethical?

archieduh on 28/07/2023 - 18:13
Last edited 28/07/2023 - 18:15

I was booking a flight with Etihad.
When it showed me the flights, it said "Your flight qualifies for a Stopover in Abu Dhabi". On clicking it asked me how many days, and I chose 1.
I checked what it is and found out I get a free nights stay for a 10h+ layover.
I found it perfect and chose a longer layover so I can rest up instead of taking a long trip.
I ended up choosing an even longer layover as I thought a short day trip wouldn't hurt.

One can only book hotel after completing the flight booking.
And then…

After I tried booking hotels, it wasn't showing me anything.
I contacted customer care and they bluntly said - I didn't read the T&Cs.
The dates I have booked are one of the blackout dates around "ADIPEC" in October, so I am not eligible for any free stopover.

Please share your thoughts.
I do understand I should have read the fine print, but have a look at the page yourself, none of the landing/home pages even remotely mention something like "blackout dates may apply, please check T&C". It had few conditions mentioned in who is eligible but doesn't say anything about T&Cs, there is a footnote that does say - please read our T&Cs.
Furthermore, which is what I have an issue with, why did the flight search result show me - "Your flight qualifies for a Stopover in Abu Dhabi".
I find it deceptive.

The hotels offered are anyways very cheap, I felt they should offer me the stay but they aren't.

Poll Options

  • 52
    Unethical - why did it say I am eligible for a "stopover on us"
  • 15
    I am stupid - should have read the fine print and not just gone ahead what the page said.
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Comments

  • Shehrose on 28/07/2023 - 18:24
    +3

    This has happend to me in the past, and I ended booking private accomodation last minute.

    • archieduh on 28/07/2023 - 18:36

      Wow. I thought really high of Etihad, Emirates etc but seem they are as deceptive as any other airline.

      • markathome on 28/07/2023 - 19:24
        +3

        Since you've got the community's support. I'm going to give you another boost:

        I've stayed in the free connection hotel and it's not great. Hard beds and noisy hallways from travellers coming in at all hours of the night.

        You'll probably enjoy your paid hotel more. That said ADIPEC has definitely elevated prices (just checked then). See if they can rebook you for free maybe? Otherwise head to a travel site and sort by price (there are still a few good $100-150 beds out there).

        • archieduh on 28/07/2023 - 19:48
          +1

          Thanks for sharing. Good to know.

  • djsweet on 28/07/2023 - 18:46
    +17

    this sounds like it is in breach of the ACL.

    Information in fine print and qualifications must not conflict with the overall message of the advertisement

    https://www.accc.gov.au/consumers/advertising-and-promotions…

    And before anyone claims otherwise, companies based overseas are still required to comply if they are selling directly to Australians.

    • archieduh on 28/07/2023 - 19:06

      Thanks mate

    • Protractor on 28/07/2023 - 19:10
      +5

      Doesn't seem to worry ebay. Claiming you are located in Straya (but drop shipping from another location), and doing everything possible to mask that in the packaging, sounds pretty dodgy to me

  • Iwantthebestprice on 28/07/2023 - 20:20
    +1

    Never thought Etihad would have worst service than qantas but here we are. Pathetic move by them. Agree with you OP this is bad move

  • Muzeeb on 28/07/2023 - 20:57
    +4

    I find short layovers rarely helped with fatigue. Just get to your destination asap and get it over and done with. YMMV.

  • Stewardo on 28/07/2023 - 21:04
    1. Offer is valid for travel and hotel accommodation from 17 March 2022 to 31 December 2023, excluding blackout dates during major events and conferences. These blackout dates include but are not limited to World Future Energy Summit (WFES), Abu Dhabi International Petroleum Exhibition & Conference (ADIPEC), Formula 1TM (F1TM), Islamic Public Holidays (Eid Al Fitr and Eid Al Adha), Christmas & New Year Festive Period. Please check availability online at the time of booking.

    IDEX 19 - 24 Feb 2023 8 days
    Easter 09 Apr 2023 1 day
    Eid al Fitr 20-21 Apr 2023 4 days
    Eid al Adha 28 Jun - 01 Jul 2023 6 days
    ADIPEC 01-05 Oct 2023 7 days
    F1 21-28 Nov 2023 9 days
    UAE National Day 01-03 Dec 2023 5 days
    New Year 27-31 Dec 2023 7 days

    ** Event dates are subject to change

    1. For any flights that do not fall within the specified periods, any other available rate at the time of booking will be offered.
    • archieduh on 29/07/2023 - 10:09

      Thanks for posting the FINE PRINT.
      This isn't mentioned on the home page.
      The T&C also has 5 collapsed sections.
      This is condition no. 14 in the last section which remains collapsed even if you uncollapse the first section.
      I did see this after the customer care refused to help, and this is what the post is about.
      Is the way they advertise it ethical?
      I am making the booking and it's showing YOU QUALIFY FOR A STOPOVER ON US.

      • Stewardo on 29/07/2023 - 10:50

        Choose a stopover that suits you
        With our Best of Abu Dhabi stopover package, get up to 40% off Abu Dhabi’s most exclusive hotels for two to four nights. Or choose a one or two-night stopover on us in selected 3* and 4* hotels.

        Or if you’re connecting in Abu Dhabi for 10 – 24 hours, book our complimentary Transit connect package. You must book at least five days before your arrival in Abu Dhabi.

        Flying to China? Extend your stopover in Abu Dhabi with a two, three or four-night package from AED 390.

        Conditions apply.

        • DogGunn on 29/07/2023 - 15:00

          "Conditions apply" will not be a good enough disclaimer for exemptions to their advertised offer under Australian Consumer Law.

  • AngoraFish on 28/07/2023 - 21:55

    It's not unethical because they aren't getting anything out of it.

    It's not like you were enticed to purchase the ticket because of the stopover. You were about to buy it anyway, were given the impression that you might be eligible for a free stopover, then found out you weren't. Not bait, no loss.

    Incompetence on the other hand, definitely, for giving you a popup that you weren't eligible for, making you grumpy about something you wouldn't otherwise have even known was a thing, and then having their customers post about their deflated expectations on OzBargain.

    • cookie2 on 29/07/2023 - 07:04

      Ofcourse they're getting something out of it. And to be honest whether or not they actually gain is irrelevant to whether it's misleading and deceptive.
      Why do you think they try and encourage the stopover? Because you stay and spend money in the country that you otherwise wouldn't. It's a technique to try and increase tourism instead of people just transiting through.
      On top of that the OP extended their stopover because of the promo being offered, something they said they wouldn't have done otherwise.

      • archieduh on 29/07/2023 - 10:12

        Thanks cookie2. On point.

    • archieduh on 29/07/2023 - 10:11

      Sorry angorafish you are wrong.
      Etihad was one of the flights I was considering only because I felt it maybe a better plane, i would in all probability booked another cheaper or one with a shorter layover.
      Even without this offer the shortest layover and journey time for my route was coming longer with Etihad. I was just checking all options and it is ONLY THIS OFFER that enticed me to book the ticket.
      Hope you can see they clearly got something out of it and I was NOT going to book with them anyways.

      • AngoraFish on 29/07/2023 - 10:46

        I might be wrong, but only because you said something completely different in your original post.

        You start with "I was booking a flight with Etihad", implying that you were in the process of buying a ticket anyhow. Only then when you had selected a flight did you get a popup saying that your flight qualifies for a stopover. And after that you clicked through to a related deal for free accommodation that you clearly didn't understand.

        This is more or less exactly the same situation you continue to describe in the comments section.

        In any case, you did in fact get a free stopover. It cost you nothing additional to disembark the plane and to get back on it again to continue your journey after the stopover. It's not like you weren't going to be up for some actual costs while in Dubai anyhow, like meals and transport fares.

        Unfortunately, I can only comment on the words you've written. If you chose to withhold important details and then grizzle later that the responses you get as a result aren't satisfactory, that's on you.

        I'm still struggling to see what Etihad got out of it though. I mean, they're an airline and their business is getting you from A to B, which they are still doing for exactly the same price that they quoted you.

        • archieduh on 29/07/2023 - 21:23

          @AngoraFish
          Good on you.
          Who are you to comment i wasn't going to spend anything? You think one will spend 2 days without eating? Not visiting a park? C'mon. Hotel is just a small component.

          Apologies if my reply has somehow offended you.

          And sorry the "stopover" isn't any thing free. The ticket was 114 AUD more than with a 9hr layover.
          Also, don't think you have ever tried.
          Almost on all airlines, if you try and book "multi-city" with a long layover, you usually get the same price.
          Have done it with Emirates, Singapore and Cathay Pacific.

          I don't want to argue and happy to agree to disagree but just thought I will let you know, Etihad didn't do anything special but be deceptive. I am not denying the fine print is there, but it is fine print. Hence the post title.

  • dandandan on 28/07/2023 - 22:42
    +1

    I am in the same situation, looked at the fine print and just thought I would email anyway to see what they say and received the below response. I'll instead make use of the First lounge in Abu Dhabi, which I am eligible for, and sleep on the flights as the fare was good enough in itself.

    "Please note that your travel dates fall within the hotel back out dates which is the reason for the unavailability of rooms to book transit connect offer.

    Offer is valid for travel and hotel accommodation from 17 March 2023 to 31 December, excluding blackout dates during major events and conferences. These blackout dates include but are not limited to World Future Energy Summit (WFES), Abu Dhabi International Petroleum Exhibition & Conference (ADIPEC), Islamic Public Holidays (Eid Al Fitr and Eid Al Adha), Christmas & New Year Festive Period. Please check availability online at the time of booking

    Below is the link to check Eligibility and Terms & Conditions.

    https://www.etihad.com/en-ae/abu-dhabi/stopover - Select Transit Connect

    For more information and other stopover packages, please visit etihad.com/stopover.

    Should you have any questions, please feel free to contact us".

    • archieduh on 29/07/2023 - 10:13

      Shouldnt we all join in and challenge this. I now have a 40 hour layover.

  • cookie2 on 28/07/2023 - 22:57

    I think you already know the answer. Bow you have to decide what you're going to do about it

    • archieduh on 29/07/2023 - 10:13

      Thanks. It's good to get some validation.

  • payless69 on 29/07/2023 - 14:55
    +1

    They must employ Gerry's rejects?
    Flown with them a few times, good planes good on board service. Cranky security checks.
    Post covid travel is going to bring more draconian conditions.
    Just booked some Qantas flights. Price guarantee means they charge $800 more than an agent.
    NEVER stop over in an Arab place on Fridays. If you do expect chaotic conditions as devout Muslims have their day off.

  • Sweet3st on 29/07/2023 - 18:50
    +1

    I've flown with Etihad a few times, cheap but cabin seating is cramped and customer service frosty.
    Not since Covid though. I booked return flights to Europe that Etihad cancelled due to Covid. As they cancelled not me, according to their t&c I was entitled to a refund. They refused all refunds in contravention of t&c and only relented after the Australian government got involved. I posted a negative review and they tried to get it (and many others) removed. Shitty people, shitty airline.
    I'd pursue it as they already have form.

    • archieduh on 29/07/2023 - 21:11

      I heard the same from someone, that Etihad was really uptight but then one day she called again and the guy on phone listened and just rebooked them to something in future without fuss. And further they hadn't booked direct with Etihad so they were in the end helpful

    • subwoofer on 30/07/2023 - 12:27

      All Australian airlines gave credit instead of refund. Earlier this year Qantas had to extend their credit expiry after Government got involved because credit went unused.

  • Sweet3st on 29/07/2023 - 18:56

    My other suggestion is that there is (or used to be) a free bus to Dubai from the airport. You might find better accommodation options there… the Rove group are nice.

    • archieduh on 29/07/2023 - 21:13
      -1

      Hmmmm.. have been to Dubai 12 years back on a layover and did a day tour.
      I wish I could turn back time and book a different flight.

      • Sweet3st on 30/07/2023 - 16:11

        If you're looking for things to do, the day trip to Oman to sail the fjords in a traditional wooden dhow is amazing!
        You can try your luck with customer service but I don't like your chances. They have a somewhat arrogant detached attitude.

  • Alee91 on 31/01/2024 - 03:06

    @archieduh I am not sure what you did.

    But just wanted to share my experience

    I booked a flight for early December, saw the stopover package which intrigued me to use etihad, i added 2 days stopover, i am oretty sure it added 100 bucks extra to the ticket still i went through it.

    Tried booking hotel, they weren't available.

    Yes, you cannot check hotel availability before booking ticket

    I then cancelled the ticket on same day, and thought of moving datez a week earlier, booked again last week of nov, still couldnt book hotel, and got to know there is F1 going on and i shouldve read T&Cs.

    Funny thing is if you try etihad hotel/guest portal separately it shows hotel availables for bookings.

    Anyway, i thought of letting it go, anyway asked them for coach service via call so i can get to dubai and book hotel there myself, they said its done, i called again for verification as i didnt email verification, they assured me its one, i booked hotel in dubai near to etihad stop.

    When i reached there at 5 am in morning, i got to wait for the coach as first one leaves 7.20, i waited and when i reached to bus stand driver told you dont have a name on list and cant on-board.

    I went to guest services, the guy was clueless and said i am only here for lost luggage help. Called their helpline, on roaming, the person said they can see i requested but it didnt go through, and they cant provide it for today, and promised it will be investigated. I had to manage myself to go to dubai, so i wasted time, money on travel, and ticket too. They did provide the return coach.

    On my return on 8th jan 24 i couldnt find accomodation as usual, they said the offer was for 2023 and but they renewed the promotion for 2024 as well! But bcz i booked in 23, i dont even want to get into details..

    Unfortunately i have one.more booking with them, and same issue

    Anyway, in first week of dec i filed a complain, followed up multiple times, eventually i got a response that its a complimentary service and i was not booked for anything, if customer service wouldve booked you should have received email confirmation, so they denied everything i am saying, like i am lying .

    I so want to complain them, just not sure where to look.

    • archieduh on 31/01/2024 - 10:07

      Feel bad for you. I ended up feeling ripped off, booked a hotel and taxi myself. Feel like we should all join and sue them for misleading advertising as the front page don't say anything about blackout dates and the search result page said you are eligible for a stopover.

      • Alee91 on 01/02/2024 - 13:09

        Definitely, do you know where can we file a complain against them under consumer law? I tried to find but was lost

        • archieduh on 01/02/2024 - 14:40

          I only know the ombudsman link, need to look where else to complain… Maybe need to search OzB forums

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