I’ve flown Etihad First Class twice, both on the A 380 apartment. Once from AUH to LHR and the second time was from AUH to JFK. Both experiences were phenomenal, but this third time was a huge let down. This was on the 787 Dreamliner.
First of all, Etihad’s ground service for first-class passengers seems to be minimal. This was something I became aware of during my previous flight in The Apartment, so my expectations were already low. However, this time, flying to the US, the experience was even more frustrating. US Pre-clearance was required, and we were asked to board 2 hours before departure. For a 10:50 flight, this meant leaving the First Class lounge at 8:50. All passengers regardless of travel class were transported on the same bus and there was no special treatment for first class passengers. Once we arrived, the US gates were not particularly busy, and I cleared customs in 15 minutes, but this left me sitting in a small premium lounge for the remaining 1.5 hours. This waiting time, after leaving the main First Class lounge, took away from the overall premium experience. When boarding was finally announced, there was no priority or distinction between First Class and Economy passengers. Everyone boarded simultaneously. With only one jet bridge available, I found myself queuing behind a long line of economy passengers.
First class is a big deal. First class ticket prices are usually twice as much as business class. One of the major selling points of first class, is the “personalized service” that you get from the cabin crew. With the top tier airlines, you can expect dedicated flight attendants, more personal interaction, and attention to detail. Passengers expect highly tailored services, such as being addressed by name, custom meal preferences, and seamless handling of requests, luxury amenities, curated selection of premium wines and champagnes, Michelin star level multi-course meals served on-demand rather than on a fixed schedule.
Now onto the in-flight experience.
Some aspects of the flight experience, such as the “hard product” (seating, cabin layout, and onboard amenities) and catering, are fixed elements determined by the airline. These features are consistent across flights and can’t be adjusted during your journey. However, the in-flight service is entirely dependent on the cabin crew you have onboard that day, and it plays a crucial role in shaping the overall experience. A great crew can elevate the flight to an exceptional level, while a disengaged or inattentive crew can significantly detract from the experience. Ultimately, the crew’s attitude, attentiveness, and professionalism can make or break a passenger’s perception of the flight, turning even a well-equipped cabin into a forgettable experience, or making a more modest flight feel extraordinary.
Having flown in almost all of the top ten first-class cabins, I have a reasonable understanding of what to expect. In fact, I have flown Etihad First Class twice before, both of which were fantastic experiences, and I even made a video about them. In fact, I’ve flown Etihad First Class twice before, both times on the A380, and had fantastic experiences on each occasion. I even made a video highlighting how attentive and proactive my flight attendant was in taking care of all my needs.
This time on the B-787, to start, the flight attendants assigned to my cabin seemed disinterested from the outset. The 787 F cabin does not have over head compartments. You simply have to put your cabin baggage under your footrest, which can accommodate only one. I had an additional small bag. The FA simply asked me to go find some space in business class.
The pre-departure champagne was flat, as though it had been left open for too long. When an FA took my meal order, she asked for my appetizer and main course choices but did not inquire about anything else. I informed her I wanted to eat two hours after takeoff. However, an hour into the flight, she returned, asking if I was ready to eat. I replied that I wasn’t and would be in about 30 minutes. Yet, just 15 minutes later, she returned again to check. It was clear they were trying to rush the service, as other passengers in the cabin were already eating.
When the table was finally set, it was done with a shrunken tablecloth, and the first course served was the soup. The FA, rather unprofessionally, commented, “If you’re taking pictures, please don’t take one of the soup; it looks horrible. Take a picture of the next course instead.” I didn’t say anything at the time, but in my mind, I was thinking, “Seriously? If it looks that bad, why serve it to a first-class passenger?”
It was a baffling comment that only underscored the lack of attention to detail and a dis-interested attitude. At this point, I was expecting the “Signature caviar”, which is the first course shown on the menu. However, it was not brought out. When I asked about it, the FA responded, “You didn’t ask for it.” This was a surprising response, as caviar is a premium offering only available in first class, and typically, it is brought out automatically as part of the service. Airlines like Emirates even offer multiple servings of caviar to showcase their premium experience. This was the first time I had encountered an airline that required a specific request for it. The FA continued to justify this by saying, “Some people are allergic to caviar, so we don’t serve it unless it’s requested.” If she was truly concerned about food allergies, the first question she should have asked is, “Do you have any food allergies?”. Interestingly, just five days before, I flew Thai Airways First Class, and they asked me this very question before serving any meal. It’s a small but significant detail that shows the difference in attention to passenger care between airlines. She eventually brought the caviar, but the blinis were ice cold. It felt like eating pancakes that had just been taken straight out of the fridge.
The next course was an Arabic mezze, with a few items placed in front of me without any explanation or introduction. Typically, this kind of impersonal service is expected in business class, where the number of passengers makes it challenging to provide individual attention. However, in first class, it’s customary for the FAs to present each dish and explain what it is. Especially with cultural dishes, I’ve often experienced FAs enthusiastically sharing the significance of the food and why it’s being served.
Up until this point, no water had been served, and I had to press the call button to get the FA’s attention just to bring me some. Additionally, the door on my seat wouldn’t stay closed. The FA mentioned they were aware of the issue, saying it was a faulty door, and offered to wedge a piece of cloth to keep it shut.
Just before the main course, I stepped away to use the restroom, and when I returned, I found the palate cleanser already placed on the table. I took a few bites, and when the FA came back, I thanked her for the palate cleanser. Her immediate response, however, caught me off guard: ‘Look at you, smarty-pants. I’ve had a lot of passengers ask me why I’m serving them ice cream before the main course,’ she said with a smirk. I was completely baffled by this comment. It made me wonder—what was the intention behind that remark? Was it to make first-class passengers feel foolish? The appropriate way to handle this would have been to serve the item when the passenger is seated and say something along the lines of, ‘Here’s your palate cleanser before the main course,’ making the passenger feel valued. First-class passengers don’t need sarcastic acknowledgments or judgment. Such behavior only reflects poorly on how the airline has trained its first-class cabin crew. The tone, the timing, and the overall lack of professionalism in that moment were incredibly disappointing, especially in a class of service where every detail should be carefully thought out to enhance the passenger’s experience. The main course, ‘Laham Mashwi,’ was served later, but unfortunately, the lamb was overcooked and dry, while the barley pellets were dried out and crispy. After just a couple of bites, I had to send it back as it was simply not enjoyable.
I requested the chocolate dessert, but the FA informed me that they had run out. I settled for the blood orange cake, which was just okay. Overall, the meal service was a complete disaster, and the FA’s attitude made the entire experience thoroughly unenjoyable. My bed was made, and I managed to get a few hours of comfortable sleep. After waking up six hours later, I decided to order something from the snack menu. I rang the call button, but after 10 minutes with no response, I started to wonder if it was even working. I walked up to the galley and requested the steak frites. About 20 minutes later, a rubbery steak was brought to me, which I could only take a couple of bites of due to its poor quality.
Usually, in first class, flight attendants ask, ‘If you’re sleeping, would you like us to wake you for breakfast service?’ or inquire about what time you’d prefer breakfast. I’ve even had this courtesy extended to me in business class. But on this flight, no such questions were asked. And, guess what, I was not even offered breakfast service. I waited, waited and waited and finally one hour before landing, rang the call bell again and asked if I could at least have a cup of coffee and the breakfast smoothie. The FA brought both over and casually laid them on the side table, without any engagement or care. By this point, I was utterly disappointed with the service. This experience has significantly lowered my regard for Etihad, and I’m clearly downgrading them on my list of preferred airlines. I felt like sitting in a United Polaris cabin.
Etihad clearly has room for improvement when it comes to the ground service for first-class passengers. Other airlines set the bar much higher—Lufthansa, for example, offers a Porsche drop-off right at the plane for their first-class passengers. Qatar Airways and Emirates provide a separate, exclusive first-class bus for premium passengers at remote gates. Even Air India, which isn’t known for luxury, offers an escort service for their first-class passengers. The least Etihad could do is ensure that first-class passengers are treated distinctly from economy, providing a sense of exclusivity from the very start. Unfortunately, I was thoroughly disappointed by the entire ground experience. And what’s worse, the in-flight experience on this flight was even more of a letdown.
Etihad has long been one of my preferred airlines, known for its quality and attention to detail. However, after this experience, it’s hard not to feel completely let down. I hope these issues are addressed so that future first-class passengers can receive the premium service they expect and deserve.
Overall, this experience on Etihad’s 787 Dreamliner First Class was a stark contrast to the elevated standard I’ve come to expect from the airline, especially after experiencing the A380 Apartment. From a lack of personalized service to missed premium touches, it was disappointing to feel more like a business class passenger in what should have been an exclusive first-class journey. While Etihad still has an impressive reputation, this flight highlighted several areas for improvement, reminding me that even top-tier airlines need to consistently deliver excellence to uphold their brand promise. I hope future first-class travelers receive the premium treatment they deserve.
