We seem to have constantly moving goalposts here.

First, I'm invited to contact you by PM so that it can be resolved. But then denied.

I'm then led to understand that ticketing has to be before August 10. But still denied.

I'm then informed that re-ticketing (due to involuntary Etihad changes) is the cause. So still denied.

Eventually, I'm told that the above is all irrelevant and that it's the fact that I did not request transfers until December 2 that is the issue. Why did you not state this in the first place, rather than giving me the runaround?

At no point from the time of booking until August 10 was I advised that there was a deadline for booking the transfers.

If a service of value is included at the time of booking, surely the advertised services forms part of the contract?

Please can you explain Etihad's justification for this. If this is the way Etihad treats its first-class customers, it seems incredibly shabby.

Etihad advertises a service of significant value as part of its first-class product, but then, at some point between ticketing and travel, Etihad can unilaterally withdraw that service without notice or compensation, and thinks this is an acceptable way to do business?

Is that seriously Etihad's position?

if so, then we shall no choice but to file Section 75 claims under the UK Consumer Credit Act and claim the cost of transfers back from out credit card company. You can then fight it out with American Airlines when they get cross-charged by the cc company.