Hey!
I had to call the etihad call center a couple of times in the last few days and encountered unknowledgeable agents who gave me wrong information several times...
1. I wanted to book an award flight with Etihad guest miles on Virgin Australia...took me three calls to find an agent who didn't flat out deny that that was possible
2. I wanted to upgrade a sector on a multi-segment journey from biz to first with miles...agent was adamant that I can't upgrade single segments but need to upgrade the whole journey...when asked why I could do that on previous journey he said that the rules might have changed in between
3. I wanted to upgrade a flight from biz to first with money ... agent denied that that was possible...Etihad doesn't allow paying the fare difference to the higher fare bucket...since when?