CEO’s 6-Year-Old Daughter Gives Brutally Honest Review of Etihad Airways Business Class

Mark Ross-Smith, CEO of a Singapore-based company, recently stirred up social media when he shared his six-year-old daughter’s candid critique of her recent business class experience with Etihad Airways. The unfiltered feedback shed light on the airline’s performance from a unique perspective.

In a post on X, Ross-Smith disclosed that he allowed his daughter to independently complete a survey sent by Etihad regarding her flight experience. What ensued was what he described as a “bloodbath” of honesty. According to the young reviewer, the flight received a meager rating of one out of ten, primarily due to a notable absence: her school friends.

Among her grievances, the absence of chocolates in the kids’ meal, the lack of hot towel service for children, and the identical amenities offered in both business and economy class for youngsters stood out. She also noted the delayed start of in-flight entertainment until after takeoff and the absence of pajamas for young passengers.

The pivotal factor in her low rating? The absence of chocolates from Etihad, a gesture she had received from Emirates crew during previous flights. This omission left a lasting impression, leading to the critical evaluation.

In response to the viral post, Mr. Smith issued a playful challenge to Etihad, hinting at an opportunity for redemption. He suggested that the airline could win over both him and his daughter with a simple gesture: chocolates. Etihad Airways, acknowledging the critique, playfully responded, expressing hopes for a better review in the future.

Their response hinted at a potential solution: orchestrating a “reunion in the sky” by inviting the young passenger’s school friends on board and ensuring an abundance of chocolates. They even extended a personalized invitation to the family, demonstrating their commitment to improving the customer experience.

The exchange between Ross-Smith and Etihad not only showcased the power of social media in customer feedback but also highlighted the importance of catering to even the smallest of passengers’ preferences. It served as a reminder for airlines to consider every aspect of the passenger journey, no matter how minor it may seem.

Since being shared, his post has amassed a lot of reactions on social media.

A user wrote, “never underestimate kids, they are the future customers.”

“Kids speak the truth. That truth is brutal sometimes,” commented a person.

“Next time fly her Qatar Airways, she will get all of the above and much more,” suggested a user.

A person said, “The underlying message is to know what your customers want. Also, don’t mess with kids. They tell the truth.”

An X user wrote, “10/10 for your parenting skills. Those responses are brilliant!”