Etihad Airways
reviews and complaints

I traveled to Abu Dhabi on 27 Jun 14 on Etihad flight 372 from which Etihad lost my luggage. My Luggage was later found on 1 Jul 14, I received a text message stating this so I called the baggae claim desk and they confirm my bag was found. At this point I had just returned back to the U.S. and was told that my bag would be shipped to my home. It is now 8 Jul 14 and Etihad still has not shipped my bag to me it is still in Abu Dhabi. I call them every day and just get empty promises that my bag will ship that night. Etihad's customer service is the worst I've seen and I will never travel with them again. I think I will have to get a lawyer at this point in order to get my luggage back.

We (Me and my wife) travelled from Chicago to Ahmedabad via Etihad Airways and all of our 6 bags were dealyed. Etihad had registered a complain for the same at Ahmedabad airport and had told us that we will get compensation for delayed baggage with 10 days. Now it has been more than 40 days and still we haven't received the compensation. We are sending them emails but no one is responding to our emails.

We (me and my two kids) flew in Etihad Airways from DSM-ORD-AUH-HYD on June 2nd 2014. We've checked in 6 bags (paid overweight expenses on 3 bags) during our trip from DSM to HYD (India) and upon our arrival in India, we were told that all our 6 bags were losted in transition and the Airline would do whatever it takes to recover them as soon as possible. They've also made us to file a lost baggage complaint in India and informed us to buy the necessary clothing n toiletries while they track our baggage. Etihad Airways found our bags after 5 days and returned our bags at our destination. However, despite of repeated requests and emails, our expenses are not reimbursed, till date. It has been a month since we came to India and Etihad Airways is not even caring to respond to our requests and emails.
It seems to me that ETIHAD AIRWAYS has a very POOR customer service and don't care to respond to Consumer emails/requests/claims. I would like to file a written complaint against Etihad Airways for their carelessness in handling our baggage, messing up our vacation plans, and mistreating us (consumers on descrimination)

My Family Travelling Yesterday from Jeddah International Airport to CCJ by EY -312 Etihad Airways
SGS staff, when he started behaving as enemies

Unfortunately Our luggage had some exceed around 650 Saudi riyal (As he demand) I don’t want to pay that amount because that luggage was below 100 SR, I request SGS staff to return exceed Boxes, He never agree our request (six Umrah travelers include aged women & children) & he said if you pay go ahead otherwise u cannot travel, , , again I request exceed language I don’t want to bring I will return it…. Last I Paid 653 Riyal

This was very unhappy even we are Umrah travelers,

Another Complaint All our 18 Boxes 12 boxes are missing

Here I attached ticket details please take any action against this & Let me know the remaining luggage

Kindly Regards,

Date: 14
April 2014
Etihad Guest
Member: [protected]

Greetings
I called the Etihad guest center on
13 April 20014 (yesterday) to book 4 round trips tickets (for myself, wife and
two kids) from Abu Dhabi Paris by points (one hundred and ninety seven thousand
points approximately) and the Etihad guest member (her name is Shama) informed me that the new policy requires the
guest to book the companion tickets online and then call her again to issue the
other two tickets for my kids through
the Etihad guest center.

To implement her recommendation, I
booked the companion ticket for myself and wife and got a booking reference HRDOLQ
and called again Etihad Guest Service to book the other two tickets, that time
a member called Khlood and she applied for the tickets, got all details,
credit card detail and security code and she informed me that the system is
down and she can’t effect the booking, however, she informed me that she got me
a reference number QXMHXN to reserve the seats and I have to call her on 14th
of April 2014 to issue the tickets.

As requested, I called 14th April 9 AM in the morning, a member from Etihad Guest Service her
name is Mona
advised me that the points are all deducted from my account they
can’t effect the tickets and I have to wait 72 hours because there is an error
(of course NOT FROM my side) when I informed her that this can’t wait because I
have visa appointment today at 3 PM and can’t make another appointment before
the date of departure she advised that she can cancel the booking, but my
voucher and other ticket booked by the voucher will be lost! In addition to
the payment at the time of booking.

So I am writing this message to
reserve my right of this event, the failure to issue the tickets was conducted by
ETIHAD GUEST CENTER, my damage is that I
am not going to travel, will lose my 197
K points, voucher and payments made so far for a reason not ATTRIBUTED to my actions.

Thanks

We checked in 6 bags during our trip from Minneapollis to Chennai and only 5 bags arrived. So, we filed PIR at the airport and they took the tag for baggage lost. Even after a week, they don't know where the baggage is lost and no one answers the phone. They redirect the calls to AirIndia whom they had a tie up and they don't care. They spoke to us only twice after calling about 40 times during business hours (9:30 AM IST to 4 pm IST). It looks like they don't care even the essential stuff is lost during our vacation. I went to file a complaint against the baggage lost and no service in their website and its kind of a feedback form and they requested for details of passport copy, boarding pass etc..and even after submitting them, they don't respond.

Stay away from Etihad airlines at all costs. And here are the reasons and how it all started. I bought an early bird ticket in September 2013, and I thought I got a good deal from Sydney, 1 stop atAbi Dhabi for 2.5 hours and direct to Prague and the same on my return trip( A total flight trip of 24.5hours).But when I got a text/sms sent to my mobile at midnight Quoting flight EY7851 and EY7852 have been cancelled. Anyway I I called Sydney Etihad office to rebook my flight the first thing when they open at 9am the following morning. The first receptionist was a polite lady and explained Czech Airlines had cancelled flights from Abu Dhabi to Prague. Ok She told me there are many other available flights naming and I quote her “ Swiss Air, KLM, Serbia Airlines and a German named airlines. She offered a full refund but I said no because I have paid for accommodation, arranged for friends to take there holidays, and time off work and use all my 4 weeks paid holiday. I asked her please send me an email and I will choose one, the email never came. After another week went by I got sick of waiting. I called Sydney Etihad office again. This time a man, he said you have plenty of time it's 6 months away. And he told me to contact them again in late January or February 2014. To see if Czech airlines will reinstate there flights back to Abu Dhabi. But it does not end here, I have made 5 or 6 phone calls and then gave up listening there lies. I started to complain on there website Etihad's and have now written 9 separate email complaints. They even re scheduled my flight time leaving Sydney but never ever told me only found out after I contacted Etithad. They offered me a flight that they can not sell to any sucker because its 31.5 hours and 2 stop overs, Abu Dhabi and Amsterdam. After 15 complaints they offered me a slightly better flight of over 27.5 hours and two stops but the problem is the return flight is 7am cutting half a day out off my holiday. Also I like to say good bye to my friends but how could I when I would have to get to Prague airport at 5am. Anyway now I have contacted Australian fair trading and handed the matter over.
I am disgusted with Etihad's behaviour and there dishonest and incompetent staff.
Note:I also sent a link back to them including the flight details from Emirates for a similar flight and they are unwilling to answer my calls to fix there own mistakes. And you can view the contract details here: http://www.etihad.com/en-AU/legal/conditions-of-carriage/#tabAnchorLink0 Please read article 9 and 10.

I was issued a boarding card and was being denied boarding reason being my reporting at the gate counter was late, as I was waiting for the announcements at the Muscat airport on 17 Feb 2014, for a AbuDhabi bound flight EY 381, when I asked why there were no announcements, I was being told that the paging system was down. I was shocked how casually they have denied of their prime responsibilities and basic duty of boarding the passengers, as per my experience of worldwide travels this is the first time I have been denied boarding. The ground handling operations are being subcontracted to Oman Air and the staff has some very very casual attitude, they not only deny me boarding but also did a safety violation by not offloading my luggage, which was out sent to Abu Dhabi without the passenger. Which I found out after reaching AbuDhabi next morning, I had to pay for the ticket on the next flight which cost me another AED495/- and I want my money back. I am also a member of frequent flyer of Etihad.
If the Etihad Airways has to remain as the number one or among the top ranking airlines, they should select the subcontractors based on their performance not on the basis of convenience and cheap service charge. My Boarding card is attached.

Assalam-o-Allikum/ Hello

I am Adeel Malik and i was selected to attend a military course in United States of America (Fort Gordon, GA, 30905). Before proceeding for the course, I sorted the permission of Ministry of Commerce Pakistan in order to import a weapon for personal protection, which was given. I processed the case through my Defence Attache in USA in order to obtain the State Department approval for import of weapon (DSP-05) which was approved and i was given the license number [protected] on 12 June 2013.

After completing all the necessary paper works, I coordinated with the seller and got Glock-19 generation 4, 9 mm pistol from Tactical Advantage Sportsman's Complex, Fort Gordon after paying $560. The seller before handing over the weapon to me got the clearance of Bureau of Alcohol, Tobacco, Firearms and Explosives (ATF).

I checked in my luggage through delta airlines after declaring my weapon and placing it within my checked-in luggage as per the policy. My flight route was from Augusta-Atlanta-Washington D.C-Abu Dhabi-Islamabad. I received my luggage in Islamabad on 25 Dec 2013; however, the weapon from the bag was missing and the airline authorities were not having any information about the status of the weapon. In one of the bags i found coupons of TSA indicating that my bags have been inspected and the locks have been broken. Its been 4 days and neither the representatives of Al-Etihad airlines nor Delta airlines have been able to locate my weapon which was being imported after complete paper works and formalities. No information was passed on by Delta Airlines to Al-Etihad airlines regarding presence of a weapon in my luggage.

I have attached all the necessary documents with this e-mail i.e my flight plan, Ministry of Commerce Pakistan approval, US States Department Approval DSP-05 and receipt of the seller.

Thanking you in advance.
Adeel Malik

I made a reservation, roundtrip Guarulhos/Narita. Before I made the reservation, I called the Office in São Paulo 3 times, and talked to 3 different people, and they all told me the same thing, that I could change the return flight from January to August, paying only a U$200 fine and another fine depending on availability of economic class seats. I asked if there would be any other charges many times and no one said anything about ticket validity. Now I called to change the date of my ticket and I have to pay almost the price of a new ticket because, according to the attendant my ticket is valid only until January. I explained my situation when I made the reservation, and this is not what I was told when I bought it. I was given wrong information and now I have to pay for it.

Please, don't ever fly this airline! Especially solo women. We had some bitter experience from etihad last week and ignored it as a 1 time mistake, but its absurd that their mistakes are recurring. Last week, my sister was coming from bangalore to kuwait and due to delay on departure from parent port, she got stranded in abu dhabi airport, having being a single girl, she was expecting minimum support from your ground staff and she was totally ignored even denied wifi connectivity saying she was on economy class. She was returning from kuwait to india (transit abu dhabi), your flight ey 304 got delayed for 1.5 hours, and departed at 6:45pm kuwait time and we are sure she will miss her connection flight from abudhbi scheduled at 9:40pm tonight. Sorry, we never expected this kind of poor performance from an airways who were boasting themselves as the no.1 airways, sorry we will never fly etihad again

This is my first experience flying with Etihad and I haven't even flown yet. I have purchased two tickets, one valuing $1, 400 and the other $700. When I purchased both of them at different times, I selected one that said: No refund, exchange fee of $50. That is all that was stated. When I tried to make changes online, they were not allowed, but telling me that I had to call Etihad customer service. I did that today and after thorough discussions with the representative, he said that I could not change my ticket in any way except to different dates on the exact same route. I asked him where that was stated and he said it wasn't. So now I must file a fraud claim because I bought these tickets falsely. All I was trying to do was change my $700 ticket to one of half the value. It was not the same route, but was on Etihad's airline.

How can you sell these types of tickets without explaining this in black and white print to the customer. This is telling me that unless I buy a completely refundable ticket or fully flexible ticket, I will need to have a travel agent license to understand this. I am extremely dissatisfied with this type of business and I will never use this airline again. You can look forward to my fraud claim soon.

hello sir
i am a etihad member, my id number .[protected], well you can check it am a ethiad traveller from last 3 yrs.well i was shocked by your service at islamabad.some one who is working for ethiad was felt very bad about him.his behaviour was worst to me, i was not allowed to flight because of him.actually i was on time to my flight.there is still boarding time, but he dint allowed me.please i want you to take serious action on him .i just give you one of your ethiad member who has seen this situation.please contact him.[protected].
details of my ticket
saturday 14december2013
3.45pm islamabad to paris
flight number. EY232

I have taken a flight on 25th November from Abu Dhabi to Sydney. I bought 2 bottles of whiskey from German airport and when transferring at Abu Dhabi airport, Etihad staff advised to put those two bottles in a fragile box to be sent off as I cannot take them on board. I questioned them as I haven't been informed by the duty free staff and whether it is safe. They assured me they will take care of this as it is fragile item.

When I collected the items from Sydney airport the bottles were broken. It is very disappointing how Etihad treats the fragile items. If they can't take care of it, they shouldn't take it away from the customer.
Both bottles are not available from Abu Dhabi nor Sydney. They were sealed in a clear plastic bag and other airlines allow them to be taken on board.

Returning flight from BKK to London Heathrow via Abu Dhabi . Etihad flight 407 24/11/13, A watch which was in the case was removed from my luggage during this journey. I am totally disgusted at the options I have in front of me when entrust a reputable airline to take care of me and my personal possessions. Can anyone help with the best course of action for me? I see from reading such forums this is quite common, box left in tact in my case whilst items are missing.

On 31 July 2012 I bought an e-ticket Dublin-Delhi return (booking reference X4LUDP).

On 30 October 2012 (one month before the flight) I cancelled my booking.
My ticket booking confirmation clearly stated that “cancelation before the flight permitted at a charge of EUR175”.
However, I did not received a refund.

On May 27, 2013, (after seven month of waiting for the refund!), I e-mailed my request for a refund to [protected]@etihad.com but (apart from an automatic response, INTR:[protected]) I have heard nothing further since.
I repeated my attempts twice – on July 11, 2013 and August 25, 2013 (INTR:[protected]), with the same result.

On October 17, 2013 I called the head office in Abu Dhabi (at a substantial cost) to demand that refund would be processed.
I was reassured that my case would be dealt with.
Nothing happened since.

Under consumer law Etihad Airways has failed to honor the contract.
I have decided to make my last attempt to get Etihad to pay me the refund before i file legal complain.

I had 2 planes to Bangkok from Manchester (depart at 9pm local time) and 2 planes back from Bangkok (depart 8.30pm local time), both stopping at Abu Dabhi, all of the first 3 failed to deliver the basic service i expected after paying £712! The first 2 planes managed to mess up my meals i received a small plate full of fruit and 1 drink throughout the whole flight despite constantly asking, at least 4 times throughout the journey for drinks, with the reply of 'yes one moment' by the hostesses each time, who never returned. My television did not work either for the first 3 flights leaving me extremely bored and noone on the aircraft was able to sort this problem, the rest of customers TV's seemed to be working perfectly however, and on the second flight i received no food at all, i was starving and there was not even any sandwiches or savoury snacks left when they got to me let alone meals. The third flight i was forced to chose my 3rd choice meal out of 3 due to running out once again which i could not eat due to a nut allergy leavingmy very cautious of any food i am unfamiliar with, i asked if the meal contained nuts but noone really knew. Overall my journey was a very boring and hungry one which isfar from what i expected travelling with Etihad for the price i paid. I hope to hear back from you and look forward to it.

Thankyou for your time

Daniel Pinkerton

I had booked 2 Doha – Nairobi return tickets with scheduled departure on 7th Aug 2013. I had checked in on-line for both the legs of the journey i.e. from Doha to Abu Dhabi and from Abu Dhabi to Nairobi. As I reached the check-in counter I was informed that Kenya Airways has cancelled their flight to Nairobi due to the fire at Nairobi and the staff is instructed not to take passengers from Doha to Abu Dhabi. I waited for about two and half hours in the airport and ultimately I had to return home. The staff were not willing to give it in writing that the flight is cancelled.
I contacted the Abu Dhabi office who told me that Nairobi airport is closed until 15 Aug 2013. When I told him that the airport is already re-opened, he told that Etihad flights to Kenya are cancelled for the next 3 days. I told him that I am already aware that Etihad was operating a bigger flight on 8 Aug 2013 and they should try to accommodate us in that. He in turn informed that Etihad cannot accommodate us for the next three days as all flights are full and would refund me the money.
All along, Etihad was misleading me and were eager to refund me instead of accommodating us in the next available flight. In this regard please note the following:
a) Airport staff told that the flight to Nairobi was operated by Kenya Airways and the same is cancelled. Reality - I had booked the ticket through Etihad official web site.
b) Abu Dhabi office told that Nairobi airport was closed until 15 Aug 2013.
Reality - Nairobi airport had resumed operations on the same day.
c) When I brought it to their attention, they next told that Etihad flights from Abu Dhabi to Nairobi is cancelled for the next 3 days.
Reality -When I told them that I am aware that Etihad is operating a bigger flight on the next day, they told that they could not accommodate me on that flight and for the next three days.
The above sequence of events shows that Etihad was giving wrong and misleading information.
Option for re-booking was available but they told flights for next three days are sold out.
As I was going on a very short trip the consequences of cancelling the trip is too enormous. I have already lost heavily on the hotel bookings and other travel arrangements. Notwithstanding the financial impact, the inconvenience caused is also too much. I had planned everything well in advance for these holidays and now I have to sit idle at home for the next five days.

Travels date 12July2013 flight no information
Etihad airline fromchennai to abu dabhi and transit to Frankfurt our baggage is lost still no information on our baggage from the airlines such a bad for me still i never missed any of my baggage from can some body help me to contact the right person to claim my baggage from the the airlines it c carries important documents inside .
Flight no informationFRAY269.

I have been overcharged for a duty-free purchase I made whilst on flight EY 470 that departed Singapore 9 June 2013 at 23:35.
I bought an SKross Travel adaptor, the advertised price was US$47 / AED 173.00.
I paid in Singaporean dollars and on today’s exchange rate should have been charged $59.6090 Singapore.
Instead I was charged $67.00 Singapore (AED 194.4505 / US$53.4021), and overcharge of $7.391 Singapore (the equivalent of AED 21.4505 or US$6.4021).
I was unable to attach PDF file with proof of purchase.