I also booked a flight with a layover to enjoy this offer. I would have definitely avoided a 2-3 day layover otherwise. After booking my flight I tried to book the free hotel but I was unable. I emailed support after trying a few more times and was told that it was due to a 'global outage' and that I should 'book the service after a while'. When I went again a 'while' later to book it, I was told that the stopover program had been updated and is no longer complimentary. I was also told that the new scheme "offers exclusive rates and discounts for guests" - It doesn't... The prices for the hotels are practically identical when booking externally of the Etihad Holiday system.

I tried to ring several customer service numbers but wasn't able to get through (one number hangs up as soon as you select English, another just isn't recognised).

I spoke to an advisor via the chat function and was told that I could spend more money to rearrange my flights, or I could pay to book a hotel myself. They also said that I could submit a complaint. But they only let you submit a complaint after the first leg of your journey has started... Which is far too late to get a hotel.

I am absolutely livid. I now face either sleeping on the airport floor for 2 nights, or spending even more money to arrange my own hotel or paying to rearrange my flights.

I believe that this is illegal and is a breach of consumer/advertising law.


"Dear valued guest,Greetings from Etihad Holidays,

kindly note that we are expecting an global outage preventing you from booking the free promotion so we recommend to try to book the service after a while.

you can book the service using the following steps."


"Greetings from Etihad Holidays.

Thank you for choosing the Etihad Airways Stopover Program. The stopover program has recently been updated. Although the hotel is no longer complimentary, it offers exclusive rates and discounts for guests."