I'm glad you asked this and apologies for the delayed response.

First off the miles currency are invented by the airlines and allowing us to book using their currency is a choice the airline made. Non-revenue passengers shouldn't be treated as second class travelers especially by an airline that pride itself as being a leader in its field. Revenue or not, once they gave you that First class ticket/seat, they should treat you as a premium passenger. And that's not the case here.

Further, the objective of flying is to get from point A to point B, but flying in F should be an experience. There are several factors that distinguishes First class from other classes according to the experts. Thus, our expectations are higher from that for the business or coach. So, let us see how did Etihad do:

- The ground experience: Etihad has pick up and drop off transportation service for First class passengers. That was not communicated with us by email or otherwise until we were on the actual flight. You have to book your transportation service 24 hours prior to departure. Again, their affiliated lounge at BKK was terrible with horrid food. Their lounge at AUH was decent, but, again, lounge benefits and services (such as spa) were NOT outlined at arrival and we found out about the range of services when it was time to board. Failure to communicate. The AUH F lounge was not open yet when we were there. Further, Arriving at AUH at ~6 AM was a total disaster. The lounge was nice but to get there you have to go through the airport and its facilities were filthy. There was no fast track for premium passengers or any other escort or assistance to get us to our departure/lounge areas. Traveling with kids and first time at AUH, to go through long lines transit security at 6 AM was an ordeal until we protested to get them to open the priority/premium line. US Border control and customs were at hand and all passengers were cleared in AUH was very convenient. But again, arriving at LAX was another disaster where we were led around the airport to the outside of international arrival to retrieve our luggage. Very confusing and disorganized!



- The personal space: The hard product on the plane was beautiful but the space was not adequate in my experience. As I mentioned before, the seat was not 100% 180 degree flat and for a 6'2" guy like me it was very uncomfortable - I slept maybe ~2 hours total and arrived totally exhausted at LAX. When traveled on JL in F, I was presented with my PJ amenity after dinner and asked to go change in their huge F bathroom. And when I returned to my seat, I was pleasantly surprised that my 100% flat bed was ready with sheets and all. I slept so good on that JL flight all the way to LAX that I did not regret missing my breakfast. Had similar great experience with TG in F - but, unfortunately, not the case with Etihad. The much touted Etihad’s First Class Apartment, was not on our plane neither were any showers, or at lease we weren't told about them!

- The amenities: We were each given a bag that contained a pajamas and a personal kit before departure. But again bedding was lacking.



- The attentiveness: I am sorry to say that I'm left with the opinion that the crew was lazy and disinterested. I don't like overbearing service and attention and like to be left alone. But this was a 16-hour flight and when you don't get any service for over 10 hours, you start to wonder. During the flights final hours, I was starving!!! I had to go to the front looking for food (really) 2 hours before landing. They were sitting around chit-chatting and told me to go back to my seat that they will come and take my order. That took another 40 minutes!!! We were served at the convenience of the crew. Huge failure on this factor!

- The food: Lentil soup is good and nutritious especially in the cold winter months - I don't want to sound like an elitist, but in the F menu??? give me a break!!! The food in F should be an experience with 5-star restaurant presentation and not only edible or acceptable. On the EY407 in Biz we were served potato soup and chicken sandwich. I have had better food on US domestic coach flights when they served food! On the EY-171 in F: What ever happened to the widely advertised 8-course tasting menu? The scallop appetizer was served cold and it was smelly (not fresh). The Salmon dish was good but of an appetizer portion. For desserts, they piled bunch of cakes on a plate, that was the presentation!



- The drinks: Now with family and kids, my drinking days are long gone! I do however enjoy a Campari on the rocks or a a glass of good port every now and then. On the F leg, I ordered sparkling water and it was served promptly. I also ordered glass of port and it was good and served generously. The menu did contain a variety of Champagnes, wines, and other premium alcoholic beverages.


So to be generous, I'd give Etihad First Class experience 4 out of a 10 points scale.

Going back to your question, what did expect in compensation? I don't know! But to get 15K miles as a comp is like adding an insult to injury. Also, remember that the 15K will be orphaned in the account (worthless) and we do travel as a family of 4 meaning we have to move all our points (from TYP, UR, and MR) to Etihad to maybe get enough for another one way trip. But is it worth the trouble? Burned once, should we take our chance once again? Please understand that I'm writing all this to give you all a heads up as what to expect with this airline and its widely advertised premium service (recent ads with a well known Hollyweird superstar)!

To update our fellow travelers on my feedback with Etihad Guest Relations, here is the response I got this week. Given such a terrible experience while in F, I'm not surprised at the lack of responsiveness from their so-called Guest Relations department.