Airline Evaluation: Dave Poler's Insight on Etihad Airways
In the midst of a regional conflict in 2025, Etihad Airways maintained most of its flights, despite many major airlines choosing to cancel due to safety concerns. This decision, however, has sparked controversy and raised questions about the airline's approach to passenger safety.
The controversy arose when a passenger, whose daughter was originally scheduled to fly through Abu Dhabi during the time of conflict, found themselves in a predicament. Despite the clear and immediate threat, Etihad Airways did not cancel the flight, and the passenger was left with no choice but to cancel the booking and secure a safer alternative route at their own expense.
The passenger's expectation was that a responsible airline should prioritize safety and show understanding during a crisis. However, Etihad Airways refused to issue a refund or offer a credit for the canceled flight. This inflexible and tone-deaf response from the airline left the passenger feeling disappointed and unsupported.
Etihad Airways, however, emphasized its operational agility, strong safety protocols, and financial resilience amid complex conditions. The airline temporarily halted some regional flights, rerouted others to avoid conflict zones, and coordinated efforts to ensure passenger safety. The CEO highlighted effective airspace management and coordination with local navigation authorities to minimize disruption while maintaining high operational standards.
Despite these efforts, some external commentators questioned the prudence of continuing some flights through the region during heightened conflict. An external review noted that Etihad’s decision to operate flights despite immediate threats suggested a disregard for passenger safety. However, the CEO and airline management underscored that safety and reliability remained priorities, supported by effective crisis management and coordination with UAE authorities.
In the end, the passenger, who expected better from a major international airline, will not be booking with them again. The incident serves as a reminder of the importance of prioritizing passenger safety and understanding during times of crisis.
[1] Etihad Airways press release, 2025. [2] Etihad Airways CEO interview, 2025. [3] Aviation Week & Space Technology, 2025. [4] External review report, 2025.
- The incident involving a passenger who had to cancel their flight through Abu Dhabi during a regional conflict in 2025, raises questions about Etihad Airways' approach to passenger safety, especially in light of the airline's refusal to issue a refund or offer credit for the canceled flight.
- Despite criticism from some external commentators questioning the prudence of continuing flights through the region during heightened conflict, Etihad Airways emphasized its strong safety protocols, financial resilience, and operational agility.
- In the eyes of many travelers, the incident with the passenger highlights the importance of prioritizing passenger safety and understanding during times of crisis, which could potentially impact Etihad Airways' lifestyle and travel industry standing, particularly in the finance and transportation sectors.
