delivering on promises is just as important to economy travelers and you should have been treated like this with your first call and not have had to keep ringing back

However I hope you have contacted Mr Hogan passed on your congratulations and the name of the person

I recently had cause to write to Mr Hogan praise a member of the Etihad ground staff at Singapore and I was very pleasantly surprised to then receive an email from the staff member thanking me

I know that Etihad will do nothing about the underlying problem and my suggestions on how to provide a customer focused solution but nice to know my praise was forwarded to the individual