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3.8 1402 Reviews

Etihad Airways Complaints Summary

972 Resolved
430 Unresolved
Our verdict: With a good resolution rate, Etihad Airways generally handles customer issues well. However, it’s important to be proactive. Familiarize yourself with their processes and services. Reading through various customer experiences will provide valuable insights into how they handle complex issues.
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5:11 am EDT
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Etihad Airways denied boarding

I booked a flight from ovb to auh, with a connection in dme (date of travel - 26.05.2016, reservation code rnqghh).in ovb I received both boarding passes at check-in. I was traveling on a uae tourist visa.

In dme I passed security and border control, and at the final checkpoint at the gate etihad representatives asked me to show my passport and a return ticket (in addition to the boarding pass). I told them I did not have a return ticket, because I didn't know the exact date I will be returning therefore I didn't yet purchase it, after which etihad representatives said that they will not let me on the plane unless I buy a return ticket, since that it's an airline policy and I should have read it on their website. I proceeded with buying the ticket but didn't manage in time, since the internet was slow and it was almost end of boarding, so they closed boarding and didn't let me on the plane. so I had to purchase another ticket for another flight which was with emirates. at check-in I asked if emirates would deny boarding if I don't have a return ticket, they said no. so I flew to dubai with emirates with no issues.

I believe it was not my fault due to the following reasons:
1) the information about the return ticket requirement is not easily discoverable on the etihad website, as the representatives were saying. I tried to find on etihad website and could not.
2) etihad should have give me a notice in advance, i. e. at check in, which would have given me time to purchase a return ticket. since they failed to do that, they should have offered me a refund, or free change of ticket for some other flight with them (next day or whatever), which they did not.
3) this is not the first time i'm traveling to uae on a tourist visa without a return ticket, and I never had issues, nobody asked me. even if they asked at the border, I would have had no problem to purchase the ticket right there, so there was no reason for the airline to not board me.

I mean, this is totally ridiculous. if someone can help me to get a refund, please contact me! dubkov at gmail dot com, +[protected]. ticket receipt and visa pdf are available on request. thanks!

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Update by Anton Dubkov
May 27, 2016 5:16 am EDT

I mean, the gate is not the place to tell a passenger about the return ticket requirement, right?! or I'm missing something

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rhoel
, AE
Jul 06, 2016 2:11 am EDT
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Good Afternoon, I'm Rhoel Santiago, my flight last June 22, 2016 JEDDAH TO MANILA. CONNECTING to ABU DHABI. Can you help me, please? my package and tv is missing. Where can i found my missing things, , my flight is June 22 2016
this is the stab number of my missing things..5607 EY316544 & 5607 EY316545..

What happen is I gave my stab to my friend and i tell him that you can get my things and sent to my home, ,
because i go to Dubai to make a vacation..but suddenly they didn't get and i call the your hotline to ask where gonna get my things in that day
you know what they told me your baggage is possible in the manila but my friend told me that the baggage is not there and then again we call your hotline for many times but no answer how many days before i contact the number then they tell us possible again in abudhabi coz they cant track my things...

And yesterday i when't to Abu Dhabi airport to Ask where gonna found my thing they said they didn't found in the system how come they didn't found in the system for what is the stab number, , , TILL NOW I DONT KNOW WHERE MY THINGS IS...Please solve this issue.. I will wait for your response ..This is the first time happen to me and Im trusting with your company but now i dnt know...Thank you

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1:12 am EDT
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Etihad Airways disturbance in customer relation

By this email; I wish to report my first grievances in last 8 years, about etihad/ jet airways. I purchased jet airways ticket (pnr ajvxpw) on december 2015 for flying in 26 may 2016. on the scheduled day, I reached airport four hours ahead of departure to avail best seat in early check-in. I was astonished when told that flight is fully booked and I am not allowed to board the flight, denied boarding pass. after waiting for three hours, etihad staff re-booked in another flight with stopover in bangalore. now, finally I will reach kochi with a delay of 10 hours from scheduled arrival. as a sign of good gesture; etihad offered $200 redeem voucher. later I realised that accepting this voucher was mistake; as all my inconvenience caused in abu dhabi and bangalore, was bought by etihad by this voucher and I had to suffer a lot in arranging good food and comfortable place of rest in bangalore for 6 hours.
Since this is my first disturbed experience with etihad; I request clarification on few matter for a better understanding on my future flights in etihad/ jet airways.
- when seat was available in the next direct flight to kochi, which was confirmed on enquiry prior to boarding, why I was given a flight with stopover.
- with over 240 seats available in flight a320; why I was refused boarding even when I reported airport four hours before flight. it is unbelievable that all 240 passengers checked in by 10pm for flight at 2am next day.
- was my ticket, that was purchased at aed 900 in december 2015, resold at aed 2500/ aed 3000 (last minute purchase rate); which generated over booking. this thought came due to the fact that the other passengers along with me for rebooking, purchased tickets 4 to 6 months before at low rate.
- was my ticket purchased online, given less priority than the ticket purchased from iata approved agents on demand.
I am interested to know why airlines do overbooking when passengers confirms ticket with full payment.
By this journey and long stay in bangalore with no proper food and comfort stay, my health is of concern and need hospital diagnosis for sugar, blood pressure, migraine.
If the concerned need to give a satisfactory response to my queries, please email to [protected]@gmail.com

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Gdo
, IT
Jul 25, 2016 11:58 am EDT

The partnership between Jetairways and Etihad is so shameful... I can't believe that they can still fly with such a low customer satisfaction

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12:59 pm EDT

Etihad Airways passenger experience in abu dhabi airport

It was a nightmare. Recently my wife and 2 year old kid had to suffer like anything due to the mismanagement from Etihad. There was no care or consideration for a lady who is travelling alone with a toddler. Here is the full story.

My wife and 2 year old kid was travelling from Phoenix, Arizona-USA to Cochin, Kerala-INDIA on May 24, 2016 (Airline reservation code : VPRBYN). They had the connection from Phoenix to Los Angeles (American Airlines- EY 3149(Code Sharing)), then from Los Angeles to Abu Dhabi (Etihad Airways –EY 0170), then from Abu Dhabi to Cochin (Etihad Airways – EY 0280). By the time the Abu Dhabi flight EY 0170 landed in Abu Dhabi, the Cochin flight EY 0280 had done the take off. I understand and accept that there will be some restrictions in terms of climate and technical stuffs, which will keep flights to miss the timelines. But in such cases what we have observed with other airlines is that, they take care of the passenger’s food and accommodations in a very elegant manner, which we expected from Etihad. But our expectation was 100% wrong.
Etihad updated that the next flight will be after 16 hours. The management provided accommodation (that too in congested dormitories inside the airport itself) for some of the passengers, on a first come first serve manner, irrespective of whether they are travelling single or with kids and family etc.. Those mothers, who had kids with them, just like my wife, couldn’t make it to be in front of the queue, and hence they were asked to wait for 2 hours in the lounge. After 2 hours my wife contacted the management and then she was asked to move to another terminal which is almost half a mile away from her current location. She walked, carrying the kid and hand baggage, and upon reaching there, she had been re-directed to another terminal for the room. Like this, the management made her to wander, terminal to terminal for another 2 hours, that too in the midnight. After that she had been assigned with a bed in a dormitory, which was comparatively dark and crowded. There were only common bathrooms. Seeing the dormitory itself, my kid got scared and she started crying, which made others in the dormitory disturbed. So my wife came out of the dormitory and informed the management that the kid is crying which would be uneasy for others, so she requested for a single room. The reply from the management was horrible. They suggested the “EASIEST” remedy that she should come out of dormitory whenever the kid cries. Then she reported the fact that kid is scared with the dormitory and hence she keep on crying whenever they enter there. And then comes the most irritating and unprofessional reply from a management that I have ever heard in my life. What they replied can’t be included here as it was that much unethical, but the final content was that, if the kid is crying always, then she should stay outside always. At last one of the co-traveller who got a single room during the initial allotment helped my wife by moving out of his room and sleeping in the dormitory. So almost by 6 AM my wife and kid got a bed to take rest.
I used to fly frequently and I always believed Etihad is royal, as it is owned and operated by royal family and that is the reason why I always opted it wherever it is available. But this incident made me and my family very much disappointed and we are forced to change our beliefs. From my friends, I could understand that Emirates and even Qatar Airways are far better that Etihad. So no more Etihad... neither for me nor for my friends… Bye (not Good bye) Etihad.

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3:16 am EDT
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Etihad Airways irresponsible

I am Medani Dissanayake had lot of issues at the time I traveled from Etihad Airways and I am really disappointed about it. There are many problem I faced during that time. First, because of the delay EY 170 from Los Angeles to Abu Dhabi flight that was on 17 may 2016 I missed my flight from Abu Dhabi to Colombo EY 266. And after that I excepted to receive a room from Etihad Airways to sleep for more than 15 hours in the Abu Dhabi airport due to their mistakes and I did not receive a hotel room, but I only received a sleeping pot in a cheap place where I had no option except accepting it. And cause of the missing flight was Etihad Airways fault and I missed my sisters memorable day of she getting married. Not only that after staying in the airport for 15 hours I flew to Colombo from Abu Dhabi by EY 264 plane on 19 of May 2016. Before going to the airplane I met with an Etihad Officer at the Terminal 1 and he confirmed that I have my three of my baggage's inside the airplane EY 264 and the best part is after I came to Colombo airport I did not received my one baggage. And then I had to talk to Sri Lankan airways baggage services for my baggage claim and they confirmed me my baggage is coming with another airline called Qatar Airways and he said it will arrive to Colombo in the morning 20th may 2016. And I had to go through very hard time with them that because I did not had my baggage locker key with me and they refuse to send it to my home and they were very rude to me even talked to me with filthy words and I am still waiting for my baggage to arrive to my home. I have to say this is all because of Ethihad Airways mistakes that is very irresponsible dealing with costumers. Please I want my right from your Airways for the mistakes you have done to me through out the whole trip of my journey.

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Gdo
, IT
Aug 28, 2016 1:35 am EDT

I already sent it to you, many months ago! Check your private messages list on this website!
C'mon Etihad customer care, try at least to pretend to be professionals!

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Gdo
, IT
Aug 22, 2016 1:33 am EDT

Nope, both Etihad and Jetairways lost baggage support team disappeared and they didn't answer to my emails. After about 10 months, several emails and more than 500 euros of expenses I had to cover for the lost luggage, I didn't say a single penny of refund

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G
Gdo
, IT
Jul 25, 2016 11:59 am EDT

Did Etihad solve at least this complaint? They did nothing for my lost baggage refund after more than 9 months

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7:46 pm EDT
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Etihad Airways rude staff and carry-on baggage confusion

I make frequent trips between usa and uae. I usually take etihad, emirates or qatar airlines. Out of these three, etihad has been the worst, consistently. Their staff at the airports have been extremely rude. This is especially true at the chicago o'hare airport. I have also seen the flight attendants snap at the passengers in the airplane.

Etihad also uses a 'sizer' for the carry-on luggage. This 'sizer' is located at the airport at the check-in counter. If your hand baggage doesn't fit in it, it will be checked in. If you already have two checked baggages, it will cost $300 for the third bag.

During my last trip, their staff at the chicago airport decided to pick on me. I had my favorite carry-on bag that I have used for years and never had any problems, even when flying with etihad only two months prior. The lady looked at me and then the bag, and said that it was too big and put a red tag on it. I tried to argue with her so she picked it up and put it in the 'sizer' at an angle and it didn't fit. I tried to tell her how to put it in straight, and she just tried to push on it and declared that it wouldn't fit. End of conversation! I ended up paying $300 for the bag. On my return flight, I had the same bag and had no problems.

According to their website, the dimensions are not to exceed 115 cm (40 x 50 x 25). My bag was actually smaller; 108 cm (34.29 x 50.8 x 22.86). I tried to file a complaint, and got a standard response that they have 'well defined' policies that are 'consistent and fair'. She further informed me that "we now consider this matter closed for which I am unable to correspond further". End of conversation!

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1:10 am EDT

Etihad Airways small plane for 16 hrs flight, horrible service

Flew from SFO to Abudhabi, on the way back to mumbai, by 9.30 am flight of Etihad airways from SFO on 1st May 2016.

We found large no. of people opening bags and adjusting weights. We soon came to know why.

My bag had 300 gms more weight. I was told to pay $99.00 or remove 300 gms from bag. Emirates will allow you 3 kgs extra. No airline cribs up to 1 kg.
We cleared formalities boarded plan. The worlds best airline had deputed an old decrepit 777, with only 34 rows (in this age and time).

The emirates provides you a spacious A 380, state of art plane for entire journey from SFO to Mumbai.

The seats were unimaginably narrow and small. Very little leg space.
The over head luggage compartment accommodated only 2, 21" bag, so I was told to keep by brief case under the seat, cramping the whole place further.

The food that arrived, was the worst food I have tasted. one lunch was served, then a minute sandwich, with some popcorn and ice-cream in
the duration of 16 HOURS non stop flight.

To get this too, you need to be awake, when the crew is near your seat. I saw that if you as much as wink, the crew will move ahead, depriving you of that food too.

There was no space to move at all, lunch was horrible experience, as there was hardly place to eat.

This was worst than the cattle class, this section is called.

I got bodyache, Joint pains and fever during the flight, as it was impossible for non of the 4 passengers in my row to move.

How can this airline which advertises itself as the best airline of the world play truant with its customers ?.

THIS IS POSITIVELY MY LAST JOURNEY ON ETIHAD.

They all need to take trial journeys on Emirates to learn how to pamper their customers.

The irony is that they gave us a spacious 380 brand new double decker,
for 2.5 hrs flight from Abudhabi to Mumbai.

I am a frequent flyer, but have never experienced such journey,
beginning with opening of luggage and ending up ill.

Milind Redkar
91 [protected]
[protected]@gmail.com

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8:46 am EDT

Etihad Airways boarding pass cheating

I booked my tickets for my parents to board from Hyderabad-India to Kuwait via Abu-Dhabhi. Since my parents were too aged, I booked a special seat 9A/9B for them by paying extra price. But they were cheated by the boarding staff at Hyderabad Airport, the seats were replaced with 31C/32C which caused lots of convenience as both were diabetic and high blood pressure patient.

Moreover, my parents were given seats in different rows. This type of action by boarding staff at airport is totally not acceptable.

I would request for an action against the staff and supervisor who were responsible for changing seat which was paid for an extra cost, Also I need refund for extra price I paid for special seat selection.

Your prompt action in this regards will be appreciated.

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10:46 pm EDT
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Etihad Airways totally no communication with their partner airlines, so I missed flight.

My name is Mihail Kunchev. I am a documentary director and I was invited to film the World championship in brazilian jiu-jitsu in Abu Dhabi between 14th and 24th of April 2016.

Since Etihad were the official logistics partner of the tournament, I had to fly with their company. On my way back with flight number EY 0083 (25th April) I had to fly to my final destination Sofia through Rome. The booking agency assured that I will be a transit passenger and will easily catch my connection to Bulgaria, since it was a flight with Alitalia (flight number AZ 718) and they are your partners, so no problem. Unfortunately, just before the flight in Abu Dhabi, Etihad employess on the airport told me I have a staff ticket to Rome and I cannot be a transit passenger and in Rome I will have to claim my baggage, go out of the airport and check in again for the Alitalia flight in another terminal. I told them that this will make my connection very hard to catch, almost impossible, but they answered that the only thing they can do for me is to put on my baggage "priority" label. They also refused to tell the crew I have another plane to catch so I can get a priority when arriving.

Unfortunately the flight delayed a little bit. My bag was with priority label and came at 14:10 . Only 10 minutes later, at 14:20 I was already on the other Terminal, running like crazy and in front of Alitalias/Etihad desk, but they refused to let me catch tle plane, no matter that I have already checked in online and no matter that I was comming from a plane of their partners Etihad.

They explained to me that even If I had teleported magicaly to their desk in the same second I have landed with the Etihad plane, I would be late again, since they have closed the baggage drop before even the arrival of the Etihad's plane.

They told me the only thing can do for me is to make a discount for a next flight and then I can submit a complain, which I am doing right now. I bought a new ticket for the next day, since there were no flights to Sofia the same day and needed to book a hotel for the night. Since booking company assured I will be a transit passenger and will not have any problems to catch my flight I insist on refund for my causes - new ticket, hotel and shuttle bus. I have collected all the recipts and documents and if needed I can provide them. I have submitted an official complaint to Etihad and no response for one whole week. Not even a word.

The Alitalias ticket details are: Flight number: AZ 718 Booking ref: AZ/MHBINE Class: Economy Date: 25 april 15:40 Best regards. Mihail Kunchev.

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12:53 pm EDT
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Etihad Airways multiflyer rebooking

I have a multiflyer business class ticket bought from Abu Dhabi to fly to India. Out of the 6 return journeys I have completed 5 journeys. I have now booked for the last trip AUH-TRV for 04 May 2016 and return from COK-AUH on 09 May 2016. Unfortunately, after confirming the seats, the airline is not reissuing the tickets. The multiflyer policy allows me to change the destinations and the dates unlimited times. My ticket is going to be expired on 20th May (as they say) and I need to utilise this by flying the above dates. My booking reference is SBOVLX and I am the topmost tier member of Etihad (Platinum tier)

I have visited their office twice and made at least 20 follow up calls that caused me a lot of trauma within me. If this is not resolved and adequate compensation is not given I had decided to move legally. It is appalling to see the irresponsible behaviour of their counter staff by passing the buck to others and saying lame excuses. They have confirmed me that there is not mistake from my side, but the mistake is done by Etihad staff somewhere.

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5:31 am EDT

Etihad Airways child not allowed to fly on ticket issued

2 August 2015

Upon arriving at the check in desk it was discovered that there was a mistake made in the booking of the ticket of my daughter and she had been booked as an infant for the return journey instead of a childs ticket. Originally I had booked my trip on line and in Good Faith and can only assume that because she was an infant on the initial leg of the journey that it had defaulted to infant on the return flight.

I was told by Etihad check in that as she had turned two she could not travel and was sent over to the reservations desk. I was told that there was no way she was allowed to sit on my lap as had been the case on my journey to the UK 2 weeks prior, and the only option I was offered was to pay for a Business Class ticket to Dubai only as there were no spare “child” seat in economy on that flight, and the flight from Dubai to Sydney were full.

After having to wait a week for an available flight, and paying an extra 2100 Australian Dollars in addition to what I had already paid I was surprised when my daughter ended up sitting in my lap as we had been allocated seats no where near each other she in 45G and myself in 65C.

Even though the mistake in the original booking was not the fault of Etihad I would like it explained to me

Why I wasn’t given the option to pay the difference between an infant and a childs ticket and allow my daughter to sit on my lap at the time of my originally scheduled flight as this is what ended up occurring. By not being given that option I lost a weeks income, not to mention the extra cost of the tickets and another weeks accommodation.
Why my 2 year old daughter and I were booked in completely different rows in different parts of the airplane
why I was told I had to buy two new tickets as my daughter was not allowed to sit on my lap as she was now two, yet that is exactly what happened as the flight was fully booked and no body wanted to swap and sit in my seat as I was not in the isle.

Ref: 387703
 
Date: 29 September 2015

Dear Mrs. Fields, ?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /
?xml:namespace prefix = "o" / 
Thank you for your feedback.
 
I am sorry to learn of your experiences with us.
 
At Etihad, we pride ourselves on our high standards of service and I am concerned to hear of your experience. Rest assured we will investigate your feedback thoroughly and will ensure that the appropriate action is taken as quickly as possible.
 
Thank you for giving us this opportunity to address your concerns. A member of our team will be in touch with you again soon with the outcomes of our investigation. 
 
In the meantime, thank you for your patience.
 
Yours sincerely,
Zeinab Alfaytarouni
 
Guest Relations

Etihad Airways
Etihad Airways Centre (plot 43)
Muneera Development Area
Al Raha East - Shati Al Raha
Abu Dhabi - United Arab Emirates
 
The National Airline of the United Arab Emirates

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06 August 2015 11:08
"ViewTrip"
180.94KB
To: [protected]@skyesfairymagic.com.au
Itinerary – Detailed – IVYMISS DAMIANI Travel Date: Friday 07 August 2015

88.70KB Options...

This itinerary has been brought to you by Travelport ViewTrip and your travel provider.
For the latest information on your travel plans, view your itinerary at ViewTrip.com/bestjet.
Reservation Number  X5SHJ0
View Electronic Ticket Receipt

Itinerary Information
Today's Date:
06 August 2015
Reservation ID:
X5SHJ0

Agency Information
BESTJETCOM
5/22 Constance Street
Fortitude Valley, QLD    4006
Australia
Agency Phone: [protected] BESTJET.COM-ANDREW KYROLOS
Agency Phone: AUS [protected]-INT [protected]-SKYPE BESTJET

Traveller

DAMIANI, IVYMISS
   P-CNN02

Flight - Etihad Airways (EY) - 12
Friday 07 August 2015
Etihad Airways  Confirmation Number:
AMSZXJ  

Depart:
09:30
Heathrow (LHR), Terminal  4
London

Arrive:
19:40
Abu Dhabi (AUH), Terminal  3

Flight  12
Non-stop

Class of Service:
Economy/Coach Discounted
Equipment:
Airbus A380-800
Flying Time:
7:10
Meal Service:
Meal
In-Flight Services:
Non-smoking

Special Services Requested
Status
Passengers
Ticket Numbers (E-tickets)
6079225419509C1
Confirmed (HK)
DAMIANI, IVYMISS
Child
/-1DAMIANI/IVYMISS
Confirmed (HK)
 

Status
Confirmed (HK)

Flight - Etihad Airways (EY) - 454
Friday 07 August 2015
Etihad Airways  Confirmation Number:
AMSZXJ  

Depart:
22:00
 Friday 07 August 2015
Abu Dhabi (AUH), Terminal  3

Arrive:
17:55 
Saturday 08 August 2015
Sydney (SYD), Terminal  1

Flight  454
Non-stop

Class of Service:
Economy/Coach Discounted
Seat
Status
Passenger
63A  ( Window, Over wing seat(s), Non-smoking, Leg space seat)
Confirmed
DAMIANI, IVYMISS
Equipment:
Airbus A380-800
Flying Time:
13:55
Meal Service:
Meal
In-Flight Services:
Non-smoking

Special Services Requested
Status
Passengers
Ticket Numbers (E-tickets)
6079225419509C2
Confirmed (HK)
DAMIANI, IVYMISS
Child
/-1DAMIANI/IVYMISS
Confirmed (HK)
 

Status
Confirmed (HK

Notice
Carriage and other services provided by the carrier are subject to conditions of carriage, which are hereby incorporated by reference. These conditions may be obtained from the issuing carrier.
This itinerary/receipt constitutes the "passenger ticket" for the purposes of Article 3 of the Warsaw Convention, except where the carrier delivers to the passenger another document complying with the requirements of Article 3.
CONDITIONS OF CONTRACT AND OTHER IMPORTANT NOTICES

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11:17 pm EDT
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Etihad Airways denied boarding

Rqid:439317

My family and I were recently bumped from our flight from colombo to heathrow despite traveling with two young children and arriving at the gate in good time.

We had to fight every step of the way to eventually get home twelve ours later than scheduled.

The etihad staff we encountered were totally unsympathetic claiming that the overbooking of flights is commonplace and we would have to accept whichever solution they inflicted on us.

We were ensured we'd be compensated for our delay following our return to the uk but despite three attempts to request a copy of their "denied boarding compensation policy" which is only available on request, their complaints department appear to be ignoring my requests.

From a company claiming to put customer service at the top of their agenda, taking it to a new level of excellence this is very poor example of how they respond when their overbooking gamble impacts on their customers.

This was a horrendous end to what had been a beautiful holiday and it was completely avoidable and caused by etihad's greed.

We'll be sticking to emirates next time!

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9:37 pm EDT
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Etihad Airways ticket booking error and customer service

I am a frequent flyer Gold with Etihad and have traveled several times with Etihad and also recommended Etihad to many.

I had done a booking for my sister and niece on the Etihad Website on (04/15) from BLR to JFK. Moments after my booking i noticed that last name provided was her spouse name instead of dad name as in passport.

Etihad website did not provide any review pages before submitting the payment, instead it asks for to enter the names of passenger in the second step of 5 step. Since i travel from US most of the time, i was sure that i had 24 hour time to cancel the tickets.

Though it was a mistake on my end, i immediately called up Etihad to see the alternatives to get the issue sorted out. Being a Gold FF and also have traveled and booked through Etihad several times, i felt i can get it sorted out faster but the experience was BAD.

I spoke to Custome Service Agent Jitendra and i took a while to explain the issue. I was provided 2 options,
1. To cancel and rebook the tickets, though i immediately called them. But not sure whether those details were checked. SInce the name change can be done for only 3 letters. My issue was the surname was itself different
2. To take my own chances. - This was interesting and didnt expect from customer service. My siter and niece can go to the airport and if they allow they can travel, else both cannot travel.

I tried reaching out to the manager CAJETAN, and explained the situation, but didnt hear any courteous reply but he repeated the first option and told any assistance would be provided by the agents and tried to transfer as fast as possible. I also told the US had 24 hour booking policy, for which he took sometime and responded it only applies for US bound flight.

Once i was transferred back to the agent, since i was not comfortable with Option 2 (to take chances), i asked for rebooking, the agent tried canceling the whole ticket and i had to suggest to cancel only one ticket and rebook the adult ticket, since canceling whole ticket i would have to pay up twice though the mistake was for only one person. I felt the customer service was trying to make money and not to reduce the customer money. But i appreciate the agent for the whole time assisting in canceling and booking process which was a lengthy process.

Finally i splitted the original ticket and canceled the adult ticket and booked the adult ticket separately and total cost was about 10k for the last name error which could have been avoided if there was a review page to validate the passenger information or confirmation/alert during the booking in Etihad Website, if the rule was very strict on the genuine cases as well.

I had a better fare in Qatar, approximately 20K lesser and chose Etihad being a loyal customer :-) The recent experience proved it wrong which would make me think of future travel and referrals to Etihad.

Original Booking Reference: QJRAQF
Reservation code: LOCOQZ (Rebooked)

I also had another experience during my travel from Etihad from JFK to AUH on 04/01. The last food served was cold and noticed immediately after opening the pack and didnt eat the food. I waited for the flight attendant till she completes her work and politely told that the food served was cold. She replied back stating, it might be the heating issue and didnt mind checking i need food again.

Both these experiences, seriously makes me thinking is this right customer service i should be receiving for being a Gold Frequent Flyer.

Thanks
Gobinath Mani
FF# [protected]

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Etihad Airways horrible flight experience

This is the mail I had sent to the feedback department but havent received any response since the past one week. This worsens the experience more than ever before.

Hello! I am shivani badani and I had travelled from mumbai to florence on the 31st of march, 2016 with my mother, kavita badani (her pnr: xgksau) I am a student pursuing my studies here in florence and would be here for another year. The journey to florence I am writing about was when it was my first at florence with all my luggage that I would be needing for the next one year. However, being a frequent traveller I now realise my choice to opt for ethiad was a wrong one. Have never had such bad experience before with any other international airline. Having heard so much about etihad and going through something like this was extremely disappointing. During the first part of our journey from mumbai to abu dhabi, we were not served any vegetarian meal as we were simply told by the air hostess that they didn't have any. This, inspite of specially choosing our meal option as avml while making the booking. On reaching abu dhabi, we were told that our connecting flight from abu dhabi to rome was delayed by 3 hours. So instead of leaving at 08:45 (Abu dhabi local time) it was scheduled to depart at 11:30. This too at that time was unsure as they were expecting it to delay more. On hearing this we very well knew that our connecting flight from rome to florence which was meant to depart at 14:55 from rome (Rome local time) was going to be missed. We kept waiting to hear from the airline and it was only about an hour before our flight that we were told that they will be accommodating us in the next al italia flight from rome. That was about it and then it was on us to research more and find out when the next flight was and how was it going to work as the ethiad staff at the abu dhabi airport didn't have any more information to give us. I looked online and realized that the next flight from rome would be no sooner than 21:45 (Rome local time). This meant we had to spend more than 6-7 hours at rome airport until our next connecting flight. We were hardly prepared for it and then came the next mess. On arriving at rome the sitiuation at the airport (Fco) was horrible. There was hardly one al italia counter with one al italia staff member who was present to accommodate the connecting flights for the passengers who had missed their flights because of the delay. There was such a long queue and we had to wait for it for a minimum of two hours to get our boarding cards for the next flight. It was only after the passengers started shouting at the mismanagement that 2 other al italia staff members joined the counter. There was no management at all by the al italia staff and nobody was clear about anything. After a turmoil of so many hours already going through this mess at rome was a nightmare. We eventully got our boarding card and then started the long 7 hour wait at the rome airport. We were given some food vouchers which we could only avail at one cafe at the airport but they didn't have any vegetarian food. We couldn't even eat there. I tried to contact the al italia staff at the airport to request them to give us some sort of transfer from the florence airport till our apartment as it would be late after midnight that we would be now reaching florence and it was just two women (my mom and myself) in a completely new city and we didn't know how to get there so late. Earlier we would have reached florence at 4 in the evening and we had already sorted our transfer for that. However, because of the long delay all that got disturbed and we didn't have any airport transfer. The al italia staff at rome told us that the delay was because of the etihad airline and they couldn't do anything about it and we had to only contact etihad for our problem. This was a shock as being your partner airline this wasn't the kind of reply I was expecting from them. After the long wait at rome airport our boarding finally started for the flight to florence. We kept waiting in the aircraft for the flight to depart but again there was a delay by another one hour inspite of them already having done the boarding. We waited for another hour and it was almost 11 in the night by then. The flight finally took off and we landed in florence at about 12 in the night. The luggage came at about 12:30 and there was not one al italia staff at the airport we could contact for any further questions. We eventually had to take a public taxi at half past midnight with our luggage and two of us travelling alone.in the end I would just like to say that my first experience with etihad and your partner airline al italia was horrible. I have been a frequent traveller with emirates, lufthansa, jet airways, etc, have had connecting flights with their partner airlines but never have I faced such an attitude wth the staff or suffered so much. What was meant to be a 15 hour journey with 2 stopovers turned to be more than 25 hours of travelling. I expect a helpful and generous response from the airline. As i've mentioned earlier I am a student currently studying in florence and I travel often everywhere around the world. My mother had accompanied me here to just settle me down and she leaves by etihad again next week. I expect her to not go through the same nightmare again. Expecting a response/ compensation from your end soon. Thanks very much regards, shivani badani

Your travel details
Flight number (E. G. Ey 256): eyey 83 ey 205 ey 2930
Flight date: 31/03/2016
Ticket number: [protected]
Class of travel: economy
From: mumbai, bombay chhatrapati shivaji airport (Bom), india
To: florence, peretola airport (Flr), italy
Booking reference: haeuiw

Your personal details
Etihad guest number: [protected]
Title: miss
First name: shivani
Last name: badani

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Etihad Airways refund of rebooking fee

The following case I reported already to Etihad feedback and claims department [INTR:[protected]]. So far without any reaction at all.

On 11.03.2016 I was flying with Etihad flight No. EY 267 from Colombo to Abu Dhabi with a connecting flight (No. EY 7) to Frankfurt.

During the flight to Colombo I asked the steward on board twice if I'll manage to get the connecting flight to Frankfurt. He assured me that the airplane has only a small delay, I'll get my flight to Frankfurt and I don't need to worry about anything.

The airplane landed at 8:10am with only 10 minutes delay in Abu Dhabi. Even though there was still enough time to get my connecting flight, a Etihad agent took all passengers to Frankfurt and Munich aside and handed over already rebooked boarding passes. Why are passengers hindered to get onboard of their connecting flights even though there is still enough transit time?

Due to the missed flight to Frankfurt I missed my flight with South African Airways from Frankfurt to Maputo which I stressed out to an Etihad Agent at the transfer desk in the morning of 11.03.2016. The Etihad agent explained that I should go to the South African Airways counter at the airport in Abu Dhabi to rebook my flight. He also pointed out that the counter will be open only in the evening and any rebooking fees will be refunded by Etihad. When I tried to find out the location of the South African Airways counter, I found out that there is no counter at the airport. Thus, the Etihad agent was lying straight into the face to rebook my ticket at the South African Airways counter at the airport when there is no such a counter. A second Etihad agent which also pointed out that there is no South African Airways counter in Abu Dhabi airport explained that I should rebook my flight in Frankfurt after arrival with flight EY 1. All expenses will be taken by Etihad.

I handed in all my expenses to the claims department, so far without any reaction at all.

I have to admit that I'm very dissappointed from an airline which states itself as one of the best airlines of the world. It is more than a shabby behaviour how costumers of Etihad are tricked and treated - the ground staff didn't assist at all but was rather giving wrong and misleading information.

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Etihad Airways baggage claim department

it's almost a month now since they broke my son stroller in the flight and no one had the courtesy to call me and explain what's going on with the case, I called twice and all what they could say its under investigation. when I ask a question they are not able to answer and I have to carry my son whenever am going out and am pregnant.

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Apr 04, 2016 11:45 pm EDT

They act this way: they will post a comment apologizing and asking you to provide details cause they want to solve your case, but they will never solve it. They just want people to think they solved the issue, but they solve no issue.
Zero facts, much words.

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Etihad Airways baggage not received

Still not got the 4 baggage's as this is been very serious matter because from last 2 days i has been facing alot, as i am a patient of sugar, pressure & my wife is having thyroid problem all our medicine and every things from inner garments to all is been the baggage's. My daughter 16years old she can't bear cold temperature as we could not stay here without the clothes. As this going to be 3 days in amsterdam from india kolkata airport to abu dhabi airport &then amsterdam airport staying at hotel hyatt. As per the international airlines policy if i am not getting my bagages in 3 days, its your responsibility to take care of our as i can claim.I have no money here with to spend. Medicine is not with me & will leave amsterdam today 3rd april to brussel &paris.Please covey to the authority in charge to the airports, so that i get my baggage's back.
Guide no. Sanjay khorjekar +44 [protected]
my no. Asim kumar som +[protected]

file ref no. Amsey12004
name : som

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Etihad Airways baggage delivered with 10 days delay and no refund

I was travelling from Milan to Hong Kong with Etihad Airways in october 2015 but they lost my luggage in bu Dhabi. They kept my luggage there for more than 1 week and they were finally able to deliver it in Hong Kong after 10 days.
I immediately sent a request of refund with all the documentation required, and I got no answer for several months.
After more than 5 months they finally answered saying that according to Varsaw and Montreal conventions "you are entitled to make a claim against us only if (a) you are the passenger and we are the first carrier or (b) you are the passenger and we are the last carrier".
For that reason they told me they refused the refund and they were not going to give me any further answer.

I sent a rely to them pointing out that according to the documentation I sent to them in attachment in my request they were the first carrier and I was the passenger (a) but they never replied.

No comment, I just want to share my story so other passengers can stay away from this airline company and save their money.

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Update by Gdo
Dec 30, 2016 3:22 am EST

More updates:
after much fighting Jetairways representatives asked me to provide more documents about some expenses.
Even if it was more than 1 year after the event, I was still able to find the documents they requested.
I am very curios now: what excuse they will figure out now for skipping the refund?

And I still have a question for Etihad: why I have to deal with Jetairways if I bought an Etihad ticket from Etihad official website?

Update by Gdo
Nov 17, 2016 3:38 am EST

Another update:
the situation is becoming totally outrageus. Etihad refuses to refund claiming that Jetairways has to refund me and Jetairways lies on the content of the receipts I sent to them. They claim I sent to them receipts for 2000 HKD but at the opposite I sent to them receipts for more than 4000 HKD.
Please people don't travel with these 2 airline companies, they are the worst airlines ever.

Update by Gdo
Oct 24, 2016 11:34 am EDT

More updates:
after more than 1 year this situation looks more and more like a SCAM.
I bought the ticket on Etihad website as an Etihad ticket but they answer me that Jet Airways should pay cause they were the last carrier.
I contacted Jet Airways and they never refunded me and Etihad still tells me I have to get the refund from Jet Airways.

AFTER 1 YEAR they still play games. Shame on Etihad

Update by Gdo
Jul 25, 2016 11:46 am EDT

Update after more than 9 months.
After much discussing Jetairways increased a little bit the refund but it was still less than half of the expenses I had to cover. So I asked them why and they sent to me a calculation of my expenses that was totally imaginary and not based on the receipts I provided. At that point I provided them the correct calculation and forwarded the receipts again. After that, they disappeared.

For all my conversation with Jetairways I forwarded my replies also to Etihad but also Etihad disappeared.

I had to pay more than 500USD and their refund was zero.

Update by Gdo
May 20, 2016 6:48 am EDT

If there s any lawyer in Abu Dhabi who wants to work on this case please send me a private message. I will hire you

Update by Gdo
May 20, 2016 6:38 am EDT

So resuming:
Trip from Milan to Hong Kong with Etihad, ticket bought on Etihad
Baggage lost and delivered after 10 days
More than 500 USD of expenses
Etihad refuses to refund
Jet Airways offers 40 dollars, which I declined

Conclusion
Jet Airways is a shameful airline company, Etihad is even more shameful. Stay away from this airline

Update by Gdo
May 20, 2016 6:34 am EDT

But I bought the ticket on Etihad website and Jet Airways refused the refund. So you should take action.
Moreover in the answer from your Baggge Claims Team they say that also the first carrier is responsible, furthermore I checked the terms and conditions on your website and I didn't find any information about this.
So what happens if Jet Airways refuses to pay? You will refund me or you will just keep wasting my time and my resources?

After all my luggage was lost on october 2015. 7 months ago and I didn't get any refund from Etihad or Jet Airways. So it seems that Etihad only looks for some kind of excuse for avoiding the refund.

Very low quality service by Etihad, the airline company that claims to be the best airline company of 2015.

Update by Gdo
May 09, 2016 12:49 am EDT

just an update, Etihad Help asked me the reference number on Complaintsboard, I provided them the information but they disappeared
at the opposite a partner airline company of Etihad, Jetairways, sent an email a few days ago offering a refund of 40 USD. Note that I sent to them receipts for first necessity items such as underwear, t-shrts and so on for an amount of about 500 USD cause my luggage was lost for 10 days!
Of course I refused the shameful offer.

So this is the situation at the moment after 7 months! The only thing they do is wasting my time with useless and very slow answers.

Update by Gdo
Apr 01, 2016 11:08 am EDT

Hi EtihadHelp, I sent to you the requested information by private message

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Etihad Airways luggage damage and rude staff

I have always been impressed with the service in every department of this world class airline until yesterday. I was on a flight from Rome to South Africa on EY 604 and my two Celeni bags were checked all the way to Johannesbourg. When I went to the carousel I saw one of my bags was taped up with red tape. At first I thought it had been opened by security but later saw it had been dropped and had burst. I took it to the customer service counter of Etihaid and had a rude staff member tell me I had overloaded it. I said no way it was less than 20kg. We went for a long walk to find a working scale. I told her these bags are rated to carry 35kg so in no way were overloaded. The case weighed 17.7 kg. She still insisted she was right, I then video taped the scale and her which caused her to be even more rude. I can provide the video if needed.

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Apr 02, 2016 7:33 am EDT

They have no respect for us and for our luggage

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Etihad Airways airline

To whomsoever it may concern

As a frequent flyer of Etihad Airlines, I am extremely disappointed with my most recent experience with your company.

I arrived early for my scheduled flight (EY151) to Chicago on 23/01/2016. Upon calling the family with kids for priority boarding and we were in a queue then Etihad agent said that Due to technical problem they will update in within 45 minutes. I immediately asked the agent if she had any additional information. Despite my polite demeanor, she responded rudely, stating, "Technical Problem."

After 45 minutes Etihad agent said they will update in 1 hour.I was travelling with family and have two kids.The kids started crying because it was early morning. I asked Etihad team for accommodation but they said due to immigration policy you have to re check in with united states. That is the reason they denied the accommodation.

However, another agent of your company started behave rudely and said everybody to leave the Gate immediately to some another Gate.The kids already been started sleeping and then I have to woke them up and carry to another gate.It was like early morning 3 AM and due to an equipment issue it knew would not be resolved for several hours. We asked for a stroller and they said there is no more stroller available.Even worse, it was the last available flight to Chicago that day.

Here is where my frustration reaches its peak: After some time they told us to re check in to US immigration because we already passed more than 8 hours.We asked about the previous accommodation thing and they did not have any satisfying answer to us.We went and re check in with US Immigration and when we came back we have seen the night shift people gone to home and the new shift started.The new Etihad team members did not know anything about this.I booked the EY151 Boeing flight and paid more money for getting that flight on 23 January 2016.Because of your inefficiency /ability I had to travel on Jet airways which did not have more leg room or facilities. If I want to travel with Jet airways, I did not need to pay more money for EY 151.

I believe Etihad Airlines needs to take full responsibility for the inconvenience and expense I suffered due to your company's inability to plan for equipment problems, as well as the communication breakdown that occurred among your staff.

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Etihad Airways baggage overcharge no reimbursement

I flew from Johannesburg South Africa to Abu Dhabi on Friday 4th March 2016.
My luggage was 5kgs (28 total)over weight and my colleagues 4kgs(27 total). We were told to pay an overweight charge each of R1214 as their luggage policy has changed.

When going to the over luggage counter to pay the charge the lady that helped us at the counter charged my credit card 4x the amount- a total of R4856 instead of R2428- i corrected her as soon i gor notification on my mobile with ount deducted off my account- she point blank told me they can mot reimburse my money which is an amount of R2428

I asked to speak to her supervisor as i feel this is unacceptable as it is her mistake for overcharging my card.

I was informed by the gentleman on duty that my momey will nlbe reversed and paid back in my account by the monday 7th March 2016 and still i have not received anything.

I would like to know why am i not receiving my money back which has been taken from me by Etihad as their mistake.

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Etihad Airways In-depth Review

Overall Rating: Etihad Airways is a top-notch airline that consistently delivers an exceptional travel experience.

Flight Experience: From takeoff to landing, Etihad Airways provides a smooth and comfortable flight experience.

Customer Service: Etihad Airways' customer service is outstanding, with friendly and attentive staff who go above and beyond to meet passengers' needs.

Booking Process: The booking process with Etihad Airways is seamless and user-friendly, making it easy to plan and book your flights.

In-Flight Entertainment: Etihad Airways offers a wide range of entertainment options, including movies, TV shows, music, and games, ensuring a pleasant journey for all passengers.

Seat Comfort: The seats on Etihad Airways are spacious and comfortable, providing ample legroom and adjustable features for a relaxing flight.

Food and Beverage: Etihad Airways serves delicious and diverse meals, catering to different dietary preferences and ensuring a satisfying dining experience in the sky.

Baggage Handling: Etihad Airways handles baggage with care and efficiency, ensuring that passengers' belongings arrive safely and on time.

On-Time Performance: Etihad Airways has a strong track record of punctuality, ensuring that flights depart and arrive on schedule.

Loyalty Program: Etihad Airways' loyalty program offers great benefits and rewards for frequent flyers, making it worthwhile to choose this airline for your travels.

Value for Money: With its exceptional service and amenities, Etihad Airways offers great value for money, ensuring a worthwhile investment in your travel experience.

Safety Measures: Etihad Airways prioritizes passenger safety, implementing rigorous safety measures and protocols to ensure a secure journey.

Destinations and Routes: Etihad Airways offers an extensive network of destinations and routes, connecting travelers to various parts of the world.

Sustainability Initiatives: Etihad Airways is committed to sustainability, implementing initiatives to reduce its environmental impact and promote responsible travel.

Accessibility for Passengers with Disabilities: Etihad Airways provides excellent accessibility services for passengers with disabilities, ensuring a comfortable and inclusive travel experience.

Business Class Experience: Etihad Airways' business class experience is luxurious and refined, with premium amenities and services that cater to the needs of business travelers.

Economy Class Experience: Even in economy class, Etihad Airways provides a comfortable and enjoyable travel experience, with amenities and services that exceed expectations.

First Class Experience: Etihad Airways' first class experience is unparalleled, offering the utmost in luxury, privacy, and personalized service.

Lounge Facilities: Etihad Airways' lounge facilities are elegant and well-appointed, providing a relaxing and comfortable environment for passengers to unwind before their flights.

Airport Services: Etihad Airways' airport services are efficient and convenient, ensuring a seamless travel experience from check-in to boarding.

Special Assistance Services: Etihad Airways offers excellent special assistance services, catering to the needs of passengers with special requirements and ensuring a smooth journey for all.

Frequent Flyer Benefits: Etihad Airways' frequent flyer program offers a range of benefits and rewards, including priority boarding, lounge access, and exclusive discounts.

Complaints and Issue Resolution: Etihad Airways takes customer feedback seriously and has a dedicated team to address and resolve any complaints or issues that may arise.

Partnerships and Alliances: Etihad Airways has established partnerships and alliances with other airlines, allowing passengers to enjoy seamless connections and expanded travel options.

Corporate Social Responsibility: Etihad Airways is committed to corporate social responsibility, actively engaging in initiatives that benefit local communities and promote sustainable development.

Online Experience: Etihad Airways' online experience is user-friendly and intuitive, allowing passengers to easily manage their bookings, check-in online, and access important travel information.

Mobile App Experience: Etihad Airways' mobile app provides a convenient and seamless travel experience, allowing passengers to access their bookings, receive real-time updates, and access exclusive offers.

Travel Insurance Options: Etihad Airways offers comprehensive travel insurance options, providing peace of mind and protection for unexpected events during your journey.

Additional Services and Amenities: Etihad Airways offers a range of additional services and amenities, including chauffeur services, airport transfers, and pre-ordering of duty-free items.

Future Plans and Innovations: Etihad Airways is constantly innovating and exploring new ways to enhance the travel experience, with exciting plans for the future that will further elevate the airline's offerings.

How to file a complaint about Etihad Airways?

1. Log in or create an account: To begin, ensure you are logged into your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Etihad Airways. Make it specific and clear, such as "Delayed Flight Compensation Not Received" or "Unresponsive Customer Service at Etihad Airways".

4. Detailing the experience: Provide a detailed account of your experience with Etihad Airways. Include key areas such as booking process, flight experience, customer service interactions, baggage handling, refunds, or any other specific incidents. Clearly describe the nature of the issue, including dates, flight numbers, and any relevant details of your transaction with the company. If you have taken steps to resolve the issue, mention these along with any responses received from Etihad Airways. Explain how the issue has personally affected you, such as missed connections, financial losses, or significant inconvenience.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as boarding passes, receipts, correspondence with the airline, or photos. Be cautious not to include sensitive personal information that could compromise your privacy.

6. Filling optional fields: Use the 'Claimed Loss' field to quantify any financial losses you have incurred as a result of the issue with Etihad Airways. In the 'Desired Outcome' field, clearly state what resolution you are seeking, whether it be a refund, compensation, an apology, or any other specific action from the company.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is realistically articulated.

8. Submission process: After reviewing your complaint, click the 'Submit' button to formally lodge your complaint about Etihad Airways on ComplaintsBoard.com.

9. Post-Submission Actions: Following the submission of your complaint, check back regularly for any responses or updates. ComplaintsBoard.com may notify you of any replies from Etihad Airways or other users who may offer advice or share similar experiences.

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Etihad Airways contacts

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