Just speaks of the quality management this company has, all focused on being the best without allocating the ressources to meet their objectives.
I was at the airport when this happened, it was appalling and a poor reflection on Etihad, regardless of what the passengers did.
When you have unqualified people who are placed there on the basis of their wasta, you will get nothing more than this abysmal service.
Etihad needs to think forward, the influx of new crew from GF is going to solve the numbers issue but not the quality of the service which on the contrary will suffer.
As long as crew are managed by operations this problem will remain and unlike EK or QR, EY will never be able to dominate the business in any shape or form until it understands this principle clearly.
Hail to Mr. Clark!