Booked Business Class, flew Economy: Indian doctor says Etihad downgraded him at boarding gate

Sharing his experience on X, Dr. Virender Sheorain said he and several other passengers booked on Etihad flight EY218 from Abu Dhabi to New Delhi on July 25 were informed at the boarding gate that the scheduled aircraft had been replaced with another that did not have a Business Class cabin.

According to the passenger, some travellers were downgraded to Economy while others continued to travel in Business Class. He claimed airline staff did not explain the criteria used to decide which passengers retained their premium seats.

"My worst airline experience ever—and that too after paying for a Business Class ticket," Sheorain wrote on X.

He said he had specifically booked a Business Class seat because of a medical condition but was forced to travel overnight in Economy.

"I had booked Business Class because of a medical condition. Instead, I had to endure the discomfort of an Economy seat on an overnight flight, finally reaching New Delhi around 3:00 AM, making an already difficult journey even more painful," he wrote.

Sheorain further claimed that passengers were initially informed they would receive a US$200 travel voucher along with a 50–70 per cent refund for the downgraded portion of the journey.

"Later, the staff withdrew the voucher, saying it had been offered 'by mistake'," he alleged.

Expressing disappointment over the airline's handling of the situation, the doctor said there was a lack of transparency, empathy, accountability and even a sincere apology.

"Premium passengers deserve to be treated with respect when an airline faces operational disruptions," he wrote.

Etihad Responds

Responding in the comments section of the post, Etihad Airways apologised for the passenger's experience and requested additional details.

"Hello Virender, sorry to hear about your recent experience. Totally understand that it wasn't ideal for you. Please join us via DM with the booking reference so we can check the best options to assist you," the airline wrote.

Social Media Reacts

The post sparked reactions from several social media users, some of whom shared similar experiences.

One user wrote, "Not new for Etihad. Paid for extra leg room seats for a trip from Mumbai to New York via Abu Dhabi. Without us knowing, we were shifted to economy seats. The staff at Mumbai was rude, horrible. All contractors act like goons. They tell you to deplane if you raise more concerns. No offer of refund."

Another user suggested the downgrade may have resulted from an aircraft change.

"Typically this happens due to a change of plane. So yesterday your flight was changed from a Boeing 787-9 to an Airbus A321 with fewer Business Class seats. When this happens, high-status frequent flyers or passengers with the highest fare classes usually retain their seats," the user wrote.

Another commenter questioned one of the passenger's remarks, saying, "Strange to say that premium passengers must be treated with respect. Meaning others shouldn't be treated respectfully?"