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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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Etihad Airways reviews & complaints 1402

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10:48 am EDT
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Etihad Airways Suitcase broken into and items stolen

I flew Etihad Airways from Johannesburg to Abu Dhabi then Abu Dhabi to jeddah my suitcase was locked with a heavy duty lock. When I collected my bag and tried to open it at my hotel I found that the zip was clean broken my jewelry was stolen. I flew on the 15th of March 2024, 2:10. Also my bag was mutilated so badly. The fabric was torn and the wheels were broken off. My flight number EY313.

Claimed loss: 800 Rand for the bag2000 Rand for the necklace750 Rand for the ring3550 total

Desired outcome: Reimbursement for all losses

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5:30 pm EST
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Etihad Airways Denial of seat in flight

I am travelling from Abu dhabi to New york with a valid ticket booking confirmation. The Etihad lady staff asked me to wait for boarding as flight is over booked. They are not responding on any questions. What fault the customer is at ? This is the service that Etihad gives to customers? I am standing at airport with no clue where to go and what to do.. the Flight is EY103 from gate B10 of abu dhabi airport

Claimed loss: I might lose my job if i wont reach my destination on time. Who will be responsible for that ?

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11:50 am EST
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Etihad Airways Stopover in Abu Dhabi

Name: Pro. Sarath Nonis

PNR: R5MOWQ

I purchased a ticket online from Etihad and selected to take advantage of 1 night free stop over in Abu Dhabi, as advertised.

I attempted to get my one night stay after purchasing the ticket. The system did not recognized my PNR. I emailed "[protected]@etihadholidays.com," they informed me that I have to stay 24 hours to be eligible. I called Etihad to say that the 24 hour minimum stay requirement was never mentioned when booking, they said they could not assist me either based on rules they have to go by.

I am now stuck in Abu Dhabi for 20 hours without hotel accommodation. If I was informed about the 24 hour requirement before I booked, I would NOT have selected this option.

Claimed loss: Be fair. One night stay is not the same as 24 hours. Pictures show website didn’t mention 24 hour requirement, until after the fact.

Desired outcome: I want free accommodation for one night in Abu Dhabi as promised. Thank you.

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Update by Sarath Nonis
Feb 29, 2024 3:50 pm EST

Vio,

I went to etihad to purchase an airline ticket, and NOT an overnight stay in Abu Dhabi. Here is the link I used.

https://www.etihad.com/en-us/

The above link that I used, the free stopover just popped. After it did, I thought a free stopover would give me a little rest before the next flight. I did not know about the 24 hour requirement. If I did, I would NOT have paid a few dollars extra to make a stopover. I did not expect Etihad promotions to be this deceptive. Common sense say one night is NOT 24 hours! If the 24 hour requirement was not provided in the link I used, that is a failure in your software system. I did not use the link you are sending me now.

Please go to the link I have provided (I sent pictures in my original complaint). If anything pops up that says about 24 hour requirement, I will rest my compliant. If not, can you please do the right thing and provide my accommodation?

I am sad to say that the statement about wanting to be "fair to all guests" is so disingenuous.

Once again, please use the link I have send. Then make a decision. Thank you. Sarath

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11:26 pm EST
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Etihad Airways - I had a problem to get a ticket for connecting flight

Ticket was bought by Etihad Airways 12.01.2024. Gues: Mirjana Dukelic Booking reference: L7KCIF Ticket number: 607 [protected] - 99 from Belgrade, Nikola Tesla to Melbourne, Essendon, departure 03/02/2024, and return 25/02/2024. For the return flight I have got an email form AIR Serbia that connected flight from Zurich to Belgrade has been updated, and...

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Etihad Airways Denied boarding and compensation

We 3 family members were supposed to fly in 2:45 pm flight to dammmam on 16th Jan, today. At the time of check in at 12.30 pm the staff requested saying that flight is over booked and we have to take 9:15 pm flight, I told our children have special classes we paid more money for that and I have back pain and knee pain that I can’t wait long.

Ms. Laila the supervisor promised me that she will provide hotel stay with food and taxi, also she will give compensation for the loss of our children classes and travel cost.

After making us wait for 4 hours around 3.30 pm she come out with other staff and said she can’t provide anything only food court voucher she can provide which is of no use for us … after she put us in pain and all stress she ended up giving nothing.. all I take with me is pain and stress

Claimed loss: No claim

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1:09 pm EST
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Etihad Airways Missed a flight because the transit time organised was to short and we had to stay 10 extra minutes in the landed plane.

The 12/01/2024, me and others customers missed our last connection flight because Etihad made us pick up our suitcases at Sydney airport instead of delivering it straight to Auckland (= final destination). I was flying all the way from France, and when I have been told in Paris I had to pick up my suitcase in Sydney with only 1 hour 55 min of transit in Sydney. I asked to speak to a manager that must have been in a hurry because after 5 minutes of discussion, she lied to me saying she would arrange the luggage pick up at my last destination. I have proof of that.

In addition to that, arriving in Sydney we had to stay 10 extra minutes in the plane that was landed because of whatever problem.

In addition to that, I had to convince immigration agents to let me out to pick up the luggage and get the Jetstar boarding pass.

In addition to that NO ETIHAD REPRESENTATIVE to help us at Sydney airport.

I had to pay of course for the flight Sydney-Auckland from my own pocket.

Desired outcome: I request the money back for the flight I paid from Sydney to Auckland : 521.61 NZD with Quantas.

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Etihad Airways - Etihad stopover hotel

I am writing to complain about the terrible booking experience and follow up support I have received whilst planning to travel with Etihad from London to Bangkok in January 2024. I used the website to make a business class flight booking. Upon booking I was intrigued by the option offered of spending 1 night in Abu Dhabi with a complimentary hotel as part...

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Etihad Airways - Unreasonable, unjustified for not refunding excess luggages charged

On April 3, 2023, I went to your website under my reference ID to pre booked one extra luggage. There were some difficulties during the process of ordering. I don’t know how or what I did that it rung up 5 extra luggages fees that I don’t need. The credit card was charged in the total of $1,800 USD. I have been contacting your customer service team over the...

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Etihad Airways Transit connect stopover program

Booked a return flight with Etihad Airways, including a Transit Connect stopover. Promised a free hotel stay for layovers 10-24 hours. Managed to book for outbound journey but unable to secure for the return. Despite multiple emails and inquiries, received vague responses about 2024 contracts. Misleading promotion, lack of customer support, and unresolved concerns. Seeking resolution and the right to book as advertised. Disappointed customer.

Desired outcome: Being able to book a free transit connect for my journey back at January 1st.

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Etihad Airways - Ticket cancellation refund not paid even after 7 months from cancellation

Booking Reference Number: U62BNY for Self Ticket # [protected] Passenger name: Ananthapadmanabha, Vellore Janardhanpillai Booking Reference Number: UE2NTA for my spouse Ticket # [protected] Passenger name: Shobana Padmanabha I had booked two Etihad airline tickets on 27th Jan 2023 at INR 91660 per ticket (Total INR 183320) using my Master Credit...

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Etihad Airways Purchase of extra legroom seat.

I just purchased extra legroom for my son on flight from London to Melbourne on 4 December. Your customer service person (Aditya) said the price would be 42 pounds. However, when I received the receipt (see attached) it says I paid AUD 115.90. The normal exchange rate at the moment is about $80. The highest you would pay for £42 for any online purchase would be about AUD 90. It is outrageous to charge me an extra $25 on top of that without warning me. There can be no justification whatsoever. I expect a refund of at least $20. It was paid on my credit card ending in 9630.

My name is David J. Richardson and my email address is [protected]@hotmail.com.

Claimed loss: $AUS 25.

Desired outcome: Please refund $25 for excessive, unreasonable exchange rate fee on purchase of extra legroom.

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Etihad Airways - Compensation

I had a flight from Auh to bom, on 23 November 2023, Pnr number is QD9FTS. I was denied boarding as it was an oversold flight . I asked Vishal for compensation for bumping me off the flight and he gave to a voucher of $200 which is half of the 400 euro you mention on your website and even after showing him, he refused to understand and became extremely...

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Etihad Airways - Etihad airways Marie comitti

Good morning I flew from Pakistan to Abu Dhabi yesterday and from Abu Dhabi to London Heathrow a connection flight. We had an emergency announcement and was told to be parpared to land in 10 mins and we was landing at eatenball airport ( not sure the correct spelling) I had a 21 month baby with me and my partner who was also travelling and my baby wa...

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Etihad Airways - Complaint

F light number booking ref, tqzbsa ey424 from london heathrow toabudhabi 25thseptember Busisness class Not very well treated by your ground staff. Tey put me in a que for econimy class. Twice I gave my travel documents to the staff and non of them noticed I was buisness class. Hence I was not fast tracked which put a great strane on my leggs by the way im...

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Etihad Airways - Urgent warning: etihad airways’ severe baggage mishandling

Attention, fellow travelers: Before you consider booking with Etihad Airways, it's crucial you're informed about a grave incident I recently experienced. This is not just a complaint but a stern warning about the potential pitfalls you might face when choosing this airline. On Oct 26th, I boarded flight EY78 from Amsterdam to Abu Dhabi, expecting a...

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Etihad Airways Damaged luggage

"I had an unfortunate experience with Etihad Airways during my recent trip. My luggage was damaged, and I promptly filed a complaint with the airline. However, it has been disappointing that I haven't received any response from them despite multiple attempts. They provided a contact number, but my calls have gone unanswered. They also mentioned that I would receive a reference number the next day, but I'm still awaiting that. This lack of communication and follow-up has left me feeling frustrated and unsatisfied with their customer service."

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Etihad Airways Refund

Hello

I booked a ticket to abu dhabi in 2020 march june july nz was in full force covid lock down since june 2020 i have been asking for a refund from etihad they just tell each time that my money will appear in my account in 45 days but it never does its been going on for so long.

I just want a refund or even a credit note this is so horrible to keep someones hard earned money of $3000 is a lot of money.

I just want my money back.

Claimed loss: $3500

Desired outcome: Refund or credit note

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Update by Shiffa Gulzar
Oct 31, 2023 4:56 pm EDT

I have done that i was told i would get a call back in 8 hours on monday it is now Wednesday no callback no email - i rang your call centre they told me they couldn’t help me because my ticket was to old !

I don’t understand why that matters after 23 mins he told me ok ok no worries we will get someone to call back no call back as such.

Contacted your facebook chat told me cant help someone will call u back!

So please dont give these generic template replies to these reviews.

You guys are a multibillion dollar company and stealing $3k is just so beyond you guys common!

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Etihad Airways - Flight delay by 18 hours without compensation

I am writing to express my disappointment regarding the travel experience I recently had with Etihad Airways. As a newly enrolled international student en route from Bangalore to JFK via Abu Dhabi on August 24th, 2023, I encountered significant challengess that have had a substantial impact on my journey and academic commitments. To provide an overview of...

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Etihad Airways seat selection for my flight from London to Abu Dhabi

Hi On my recent travel from London to Abu Dhabi, I purchased a seat 74A for a price of £17.99. On airplane map this was shown as a lone seat next to the window and there was no seat next to it. This was the reason i paid and bought this seat. It was not the case on the actual journey and i had a passenger sitting right next to me. I did not get what i paid for and did not have a pleasant flight.

Booking reference: WLNONJ

Travel Date: 14/10/2023

Claimed loss: £17.99

Desired outcome: I want a refund for the above payment

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Etihad Airways - Error & poor communication from etihad airways customer team and their careless response to customer

Travelled journey 19th July 2022 and Returned journey 23rd august 2022 I have raised 2 complaints in Ethihad airline after our journey with them last year (August 2022). Please see the details below. They didn't email or respond back for 1 complaint but did respond to other via email but not a clear response. After that I have emailed many times but no...

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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

Phone numbers

+1 (800) 266-7883 +44 345 608 1225 More phone numbers

Website

www.etihad.com

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