ABU DHABI- Etihad Airways (EY) is facing criticism after a passenger alleged he was downgraded from Business Class to Economy on a flight from Abu Dhabi International Airport (AUH) to Indira Gandhi International Airport, New Delhi (DEL) following a last-minute aircraft change.
The passenger, a Gurgaon-based doctor, claimed the downgrade occurred despite holding a confirmed Business Class ticket on Etihad Airways (EY) Flight EY218. He also alleged the airline later withdrew a compensation voucher that had initially been offered to affected travelers.
Etihad Passenger Alleges Business Class Downgrade
Dr. Virender Sheorain shared his experience on X, describing the journey as his worst airline experience despite paying for a Business Class ticket.
According to his post, passengers were informed only at the boarding gate that Etihad Airways had substituted the scheduled aircraft with another that did not feature a Business Class cabin.
As a result, passengers holding confirmed Business Class reservations were reassigned to Economy Class for the overnight flight from Abu Dhabi to New Delhi.
The doctor stated that he had specifically booked Business Class because of a medical condition that required additional comfort during travel.
He said the unexpected downgrade forced him to complete the overnight journey in an Economy seat, making the trip significantly more uncomfortable. He added that he arrived in New Delhi at approximately 3:00 a.m. after what he described as a physically difficult journey, News18 reported.
Compensation Dispute Raises Further Concerns
According to Dr. Sheorain, airline representatives initially informed affected passengers that they would receive a compensation package consisting of a $200 travel voucher along with a refund of approximately 50 to 70 percent of the fare for the downgraded portion of the journey.
However, he claimed the promised voucher was later withdrawn.
In his social media post, the doctor alleged that airline staff informed passengers the voucher had been offered by mistake and therefore would not be issued.
He said the lack of transparency and communication was more disappointing than the downgrade itself.
According to his statement, premium passengers should receive respectful treatment and clear communication whenever airlines face operational disruptions that affect booked services.
Social Media Users Share Similar Experiences
The post attracted widespread attention on X, where several travelers shared experiences they claimed were similar.
One user alleged that they had paid for extra legroom seats on an Etihad Airways itinerary from Mumbai Airport (BOM) to New York via Abu Dhabi but were reassigned to standard Economy seating without prior notice.
The traveler also criticized the ground handling experience, claiming airline representatives were unhelpful and that no refund was offered.
Another social media user commented that aircraft substitutions and cabin downgrades have occurred on certain connecting flights to India, suggesting such situations are not uncommon when operational changes affect scheduled aircraft.
Others expressed disappointment over the reported incident and stated that passengers should receive appropriate compensation when premium services cannot be provided.
These comments represent the views of individual users and have not been independently verified.
Etihad Responds to Passenger Complaint
Etihad Airways publicly responded to Dr. Sheorain’s complaint on X.
In its reply, the airline apologized for the passenger’s experience and invited him to continue the conversation through direct messages by sharing his booking reference.
The airline stated that it would review the reservation and explore the best available options to assist him.
As of the latest publicly available exchange, Etihad has not released additional details regarding the aircraft substitution, the reported compensation arrangements, or the outcome of the passenger’s complaint.
Aircraft substitutions can occur for operational reasons such as maintenance requirements, fleet availability, or scheduling changes. When this happens, airlines may occasionally deploy aircraft with different cabin configurations, which can affect seat assignments and premium cabin availability.
While compensation policies vary by airline and route, passengers affected by involuntary downgrades are generally entitled to a refund of the fare difference in accordance with the airline’s conditions of carriage and any applicable aviation regulations.
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