Etihad Airways
reviews and complaints

I did a payment over phone with customer service to change my flight cause my flight was late a hour to transfer. They charged me $823 when lady told me at first it was only going to be 378 AEDwith customer service etihad. I checked with my bank and it was $ 800 taking out of my acct. At the time I had traveled 20 hour or so when I got to Kuwait but flight was late getting there for my original flight. Confirmation number for that flight was DVTWYE. E ticket number was [protected]. When I got to ticket counter they said they could not change it there at desk I had to call customer service could not do it in airport at desk. I was very upset when I saw how much they changed me.

Dear Sir or Madam
Attachd please find all supporting documents
* I booked a flight on Etihad Airlines from Boston, USA to Khartoum, Sudan departing on May 01, 2018, my sheduled itinerary was as follows:
- Boston to Washington Dulles (JetBlue Airlines) Flight No. 357 - May 01, 2018
- Washington Dulles to Abu Dhabi, UAE
- Abu Dhabi, UAE to Khatoum, Sudan (Final destination)

* Upon checking in at Boston Airport, I asked for my luggage to be checked in to my final destination (Khatoum, Sudan) to avoid further check in needs
* I paid $320 fees for excess luggage
* All went well until I arrived to Abu Dhabi, UAE where my layover was almost 15 hours (14:55). I went to the Etihad transit counter to enquire about rest services as the flight was already long and so aws the layover. I was shocked when I was informed that my luggage was checked in only to Abu Dhabi, UAE and that I was responsible for collecting it and re-checking in it for my final sector. I was expecting a voucher for a hotel room and meals from Etihad to a passenger with an itinerary of close to 40 hrs.
* Since I am a US Citizen I was allowed to enter the UAE without priorly secured visa.
* I collected my luggage and when I went to the Etihad counter, I was told that they would not accept check in until only 4 hours before scheduled take off time (12 hours from then)
* That meant I could not get any rest becuase all of my luggage was with me. Very rude treatment of an Etihad passenger who had started his journey with you almost two full days before then.
* 4 hours before scheduled departure time I went to check in my luggage and I was shocked again when I was informed that I had to pay $450 for excess luggage.I tried to explain that fact that I already paid for excess luggage (I presented my payment receipt) and that this was not my fault and I did not have to pay for the mistake of your staff in Boston. Unfortunately your Abu Dhabi staff rudely told to me to pay if I wanted to proceed with my flight, and that was a clear threat and taking advantage of a passenger who was in a foreign country with no affiliation to that place.
* Your counter staff directed me to speak with a supervisor. Unfortunately, the rudeness continued and the suprevisor again threatened to refuse to accept my luggage without payment of $450. This was a highly unexpected behavior from a supervisor who was supposed to have been trained to understand the process of cheching in through different stations.
- The supervisor agreed that this was a clear mistake by JetBlue check in staff and that he refused to accept reponsibilities for that mistake and he shifted that responsibility to me the passenger.
- Please remember I did not buy my ticket from JetBlue. I bought my ticket from Etihad Airline. How could I be reponsible for the mistake of an entity that I never contracted with. My contract was with Etihad Airline.
* Please check my complaint and refund my funds as this is the least I expect from a luxury airliner like Etihad.

Sincerely yours,

Mustafa Garafi Mahmoud
[protected]@hotmail.com
+[protected]

Myself Girish Ramankutty had travelled on 30 April 2018 Delhi to Abu Dhabi EY 229.

Since we had excess baggage we had paid a total of 160000 using 3 different cards.

The card machine wasn't working properly and it had taken extra 30000 I had not received a transaction failed receipt not and debit receipt.

The person at the counter told me that the payment did not happen. Ended up paying 190000 for a bill of 160000.

I would like a refund for the same.

The 30000 was made using an axis bank debit card no. [protected]. Kindly do the needful.

Since I flew out of country I just noticed that the amount has been debited.

Attaching the bills and receipts of payment done.

On 4th may 2018, I Ritesh Khandelwal(booking reference - WO2N5V) and Vipul Thakur (ZWKFNG), went to the airport Etihad in Abu dhabi 3 hours before my flight EY 218 with ETD at 10:15 pm.
I had my ticket Booked 15 days in advance.First they shifted gate from Terminal 3 to 1. Later When I went to to give my baggage, the staff told me that the flight is overbooked, and no choice that I need to wait an other flight which was at 3:20 am on 5th May morning.

Regarding the law IATA, the customer need to be compensated and put to ease of airways hospitality.

Ground staff Mr. Sajeesh, Mr. Izziddin is very uncooperative and are saying that it's your fault that you did not do an online check in and legally flight is allowed to overbook.
As a matter of fact online checkin was not applicable as it's was a group booking of more than 50 colleagues 😊 by my company travel agent.

it's an 8 hours of waiting...Gosh it's a one day work shift time !
Not even offering a hotel stay or lounge access.Answer a big NO 😞

Regarding the law IATA, the customer need to be compensated for the situation. In the other case I am going to complain to the GCAA ( General Civil Aviation Authority) and will explain all the situation with all details.
On this they told that pls take a voucher to be used only on Etihad and not cash.
Why any sane customer will book on Etihad after such harassment and bad experience.

Dear,

On 1st may 2018, I went to the airport Etihad in Abu dhabi 3 hours before my flight.
I had my ticket that I booked on 02 april 2018 for going to abu dhabi on 15 April 2018 and have my return to Paris on 1st may.

When I went to the airport to give my baggage, the staff told me that the flight is overbooked, and no choice that I need to wait an other flight which was at 2:15 o'clock morning.

Regarding the law IATA, the customer need to be compensate for the situation. In the other case I am going to complain to the GCAA ( General Civil Aviation Authority) and will explain all the situation with all details.

Waiting for your prompt answer,

My phone number : + [protected]
My email : c.[protected]@outlook.fr

Kind regards,
Khefafa Zahia

Dear Etihad,

I am writing you to complain luggage damage and lost items during my trip from AUH to LAS via LAS . EY 171 .

Just arrived after total of five hours flight delays. I am left now with very critical situation and seeking you support.

All supporting documents are attached .

Reguesting a quick reimbursement to recover my losses on you flight . You advise is important.

You can either reach me over phone or email. I am in Las Vegas right now.

Regards,

Sent from mobile
Khaled Farea

Hello Eithad Airways,

I (Meenakshi Manglani) and my daughter (aged 7 years) had travelled from Hyderabad to London (via Abu Dabhi) by Eithad Airways on 28th April 2018.

Your flight's EY17 from Abu Dabhi to London arrival to Heathrow Airpot London was delayed by 2 hrs and 30 minutes & landed in Heathrow Airport at 9:15PM instead of 6:45 PM. I had connecting bus tickets from Heathrow Airport to Bristol with departure time as 9PM & we missed the bus due to delay in your flight EY 17. The National Bus Service do not refund the money as it was case of non-appearance. I had to book the cab from Heathrow to Bristol (since 9 PM is the last bus service from London to Bristol) to reach my home which cost me additional £223

I would therefore request you to please make it possible to reimburse £ 346 which I ended up paying due to delay in your flight service EY 17. I hope to receive the compensation amount at the earliest. I will await your response within next 24 hours before proceeding with other legal options.

Attached - Boarding pass of Wife (Meenakshi Manglani) and Daughter (Priyanka Manglani)
National Express bus ticket
Taxi fare

Thanks
Meenakshi

On 16th april, 18 I had sent the below to your team. Have not heard back since.

Hi team,

I have always had great experience with etihad airways. But this time the way my luggage has been handles is a disaster.

Firstly, I had connecting flight from ccu-abu dhabi - milan (etihad airways)
Milan - london (via easy jet)- I had to pay 33.79 eur for check-in luggage.

Due to delayed departure I missed my flight and easyjet do not refund anything for hold luggage.

Secondly, on 12/04 when I received the bag it was completely damaged. Handle wheel material everything broken in the suitcase. All luggage inside was in pieces, liquid bottles broken, all my clothes are soaked in oil and all food packets were broken and mixed with each other. The bag was completely ripped. All gifts everything I bought was in pieces.

Please can I claim compensation for this loss.

Thanks
Pranav dave
[protected]

Dear Etihad Customer Service Team,

I am writing on behalf of my mother, Mahmooda Raza, who had a very poor and disappointing experience on her recent trip from Karachi to Abu Dhabi. My mother is elderly and suffers from chronic illnesses, including stage 3 cancer and other conditions. On she arrived at Karachi airport several hours before the flight and before the check-in counter opened. Once the counter opened she was one of the first people to check in and this is when she encountered two extremely rude and unprofessional staff, Zara Hussain and Ibn Hassan.

My mother was travelling with 2 pieces of checked baggage and one cabin suitcase. This is the exact same luggage which she checked in at NY-JFK on April 19th, which is her origin airport and final destination).

When she went to check in she was told she was only permitted to check ONE bag and would need to pay for a second bag. The reason the staff provided was that, my mother did not have a return ticket to JFK. This was not true. My mother did have a confirmed return ticket. Please see attached. The staff insisted that without evidence of the ticket provided by my mother there was no choice but to pay for the extra luggage piece. My mother respectfully asked for assistance to search the system for the confirmed ticket or to call her daughter in AD or her son in the USA who had booked the ticket, but the staff displayed no effort to assist whatsoever. During the conversation they were rude, aggressive, and she felt harassed, tauntd and that they were discriminating against her either in the basis of her age (74 years) or nationality (USA).

After this, my mother stepped away from the counter to rearrange luggage between different pieces in order to reduce the weight of the second bag she was told she now had no choice but to pay 4, 646 Pakistani Rupees. While she was rearranging her luggage Etihad staff stood around her and watched. The Karachi airport porter who was assisting my mother remained with her and provided more assistance and was more respectful than any Etihad staff. He also observed and told my mother that while she was rearranging luggage the Etihad staff were watching her and he had seen enough to know these individuals would not leave her alone.

When my mom returned to the counter the staff were even more rude. She payed the fee, was given her boarding pass and proceeded to Immigration.

Shortly thereafter, while waiting in the Immigration line, Ibn Hassan the appeared and demanded that they needed to weigh her cabin luggage and that she may need to check that bag and pay additional fees. My mother insisted that she needed all of these items including medications for her illnesses and to please allow her to proceed noting the hundreds of people who were standing in the Immigration line who were not being bullied into step out of line and return to their respective check-in counters to have cabin luggage weighed. Zara Hussain threatened to deboard her from the plane if she did not step out of the Immigration line. Eventually my mother felt she had no choice and was then told she had to pay 31, 362 Pakistani Rupees (which she ultimately paid, see attached receipt) to proceed. Zara Hussain demanded my mothers boarding pass and when she took it she said out loud and in a taunting manner "I got it!" to her colleagues. She then ripped my mothers boarding pass in the presence of her colleagues and other passengers.

This was extremely humiliating and stress inducing for my mother. The experience caused her to feel accute anxiety and she fell very ill. She was unable to walk and ultimately Karachi Airport staff (not Etihad staff) found a wheelchair and escorted her to the gate. At the gate Zara Hussain was also checking boarding passes and was laughing and making gestures toward my mother.

Upon arrival in Abu Dhabi my mother was still very distraught and anxious. Fortunately my husband, Dr. Jamal Hussain, is an Emergency Medicine consultant at SKMC and was able to observe her. Upon opening her luggage we also realized that my mother had lost necessary prescription medicine and her jewlery.

My mother has never encountered such an experience with Etihad nor has anyone in our family. Both my husband and I, our children, and our parents have been travelling via Etihad since 2008. We have also maintained Gold status for a number of years and travel mutliple times a year on Etihad for both leisure and work.

We do not expect elderly members of our family or anyone to be treated in this matter. In our view what happened with my mother was unacceptable and we hope this will will be promptly investigated by Etihad with appropriate action taken towards the staff immediately. Provided she is fully recovered my mother is expected to travel back to NY-JFK in less than a week. We are very concerned that she arrives back home safely.

Thank you and look forward to a response.

Kind regards,
Erum Raza

I early check in my baggage at Abu Dhabi City Terminal on the 13 Mar18, but when i arrived in the Philippines My television set was broken when i get from the belt in the Philippines, i complain in naia etihad airways staff and they make a Baggage Damaged Report which is attached,
EY428 AUH-MNL, 13 March 2018.
I waited for more than a month but until now there is no reply from Etihad Airways,

My name is Thomas M.I. and I was a passenger with my
family on your flight EY283 from cochin to abu dhabi on
27/04/18 seat nos.17 ABC. the lady serving me was rude and do not fit as a cabin crew. The amount of humiliation
she caused me made me turn my head in shame. she does
not help your air line fly high but only helps to bring it down! pl do not allow such cabin crew to spoil passenger
relation. I sat dazed the whole flight time.
I would expect a response from you.
Thomas M.I
PObox no72105
abu dhabi, tel [protected]

I have called Etihad Airways for modifying a booking and the call center agent charged aed 672 instead of aed 336 which is a twice charging of amount aed 336. When made a clarity with the agent she mentioned that within 3 working days the refund would happen and she will send a confirmation about the wrong double charging but until now there is no email or refund. Request your support in having my refund of aed 336.

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They say resolved this is criminal.. Thieves

Airlines Etihad Airways Customer Service charge for excess luggage alleged by etihad
[Resolved] Etihad Airways / charge for excess luggage alleged by etihad
1
Abu dhabi, United Arab Emirates
Review updated: Mar 28, 2017
2 comments
Contact information:
Etihad.com
On my return from Greece on 28/6/15 I got charged for excess luggage from etihad had 52.5 kg they alleged I had 84 along with my wife
I had to 6799 euros so I can return .
I have been trying to get a refund but they are not acting or care to give me a credit
Were and how an ok get my money back ?

know that's the problem so I need the case reopen as it was not looked at properly as the information was misinformed from Athens airport they said we had 84 kg for one person we were 2 people and also the suitcases x 4 were not our as advised to Mrs Maria moutsos the operation officer there ...On the tarmac 20 minutes before our departure after they had changed us under duress This is why it has to be credited back to us as all the reports were wrong .. I spoke to Peter Macharia your claims officer but obviously he didn't understand this I am very upset and a lot of pocket 6700 euros which is over $10000 This is a very large sum of money for me that I didn't have and had to borrow so I need a credit or 4 tickets as a refund this is not a compensation request but a refund due to being wrongly charged know that's the problem so I need the case reopen as it was not looked at properly as the information was misinformed from Athens airport they said we had 84 kg for one person we were 2 people and also the suitcases x 4 were not our as advised to Mrs Maria moutsos the operation officer there ...On the tarmac 20 minutes before our departure after they had changed us under duress This is why it has to be credited back to us as all the reports were wrong . I spoke to Peter Macharia your claims officer but obviously he didn't understand this I am very upset and a lot of pocket 6700 euros which is over $10000 This is a very large sum of money for me that I didn't have and had to borrow so I need a credit or 4 tickets as a refund this is not a compensation request but a refund due to being wrongly charged Please solve and resolve now as it has been going on for a long time from 6/2015 and no one is listening why? I paid the money as per your company request and the evidence suggests that I have wrongly charged . Why doesn't anyone understand and why did the officer lie or leave information out of the report as I indentified the suitcases and 4 pieces were not mine I left with Aegean Airlines that morning no problem . Etihad has never sent me evidence that indeed all my tagged suitcases were 84 The pieces that I had from Rhodes were total of 52.5 kg Also after we left Athens and arrived in Abu Dhabi our flight was delayed by 45 minutes in landing and resulting for us to miss the connection to Brisbane . The connection flight was also closed 20 minutes earlier I had to wait out in the unsecured terminal wife my wife for 24 hours and got sworn at by etihad staff at the check in counter and not offered any accommodation or meal as it was their Ramadan .I am a diabetic and had to eat which subsequently made me very ill . Please let me know if you can help or direct me to someone that can hel

Resolution statement
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

Etihad Airways Customer Care's Response, Mar 27, 2017
Hi Perry,

we regret you are still unhappy with the resolution of your case. Unfortunately as the Guest Relations team has already investigated your case, we will not be able to assist you further on Social Media. Thank you *Sky

Pe Perry Hatzipapas Mar 27, 2017
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Comments
Pe Perry Procopios Hatzipapas 28th of Mar, 2017
Agree Disagree 0 Votes
You are a very bad company .As goodwill goes there is none for your company .The evidence that you used was only one sided at that was only what Etihad believed and no further investigation .No evidence has been given regarding the weight, as I have stated I only had 52.5 kg when I left Rhodes with Aegean how come you say there was 84 ..No evidence of this has been forwarded to me or any other department that has investigated, why what are you hiding .Send the report from Athens .
If and when you do this I will stop . Only when you prove to me that the weight of the total bags was actually 84, do remember that your employees showed me 4 extra suitcases that were not mine, so please provide the evidence that they werr all mine and not someone else's
Thanks Perry Hatzipapas

Reply
Pe Perry Procopios Hatzipapas 28th of Mar, 2017
Agree Disagree 0 Votes
Send me the evidence that my suitcases were 84 kg and not 52.5 kg as I stated

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Etihad Airways Logo
Etihad Airways
Customer Care Service
Overall Satisfaction Rating
483 Reviews
Head Office, New Airport Road, Khalifa City A, PO Box 35566
Abu Dhabi
United Arab Emirates
+[protected]
www.etihad.com
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Hi,

My self Jemsheer Alimathil Muhammed Basheer and my frequent flyer no: [protected]. Please be noted an additional baggage charge (AED: 150) has been deducted from my credit card for 1.1 kg additional baggage. As I understood this charge is for additional 2 kg. So, may I request here to return half charge AED: 75. Please find related documents (Attached photos: Ticket, Actual Weight in Airport, Receipt & Boarding Pass and Etihad Guest Card)

Your prompt action will be greatly appreciated.

Thank you very much.

Jemsheer A M.
Mob: +[protected]

I am having now big troubles with Etihad, on 18.04.2018 I purchased tickets from www.etihad.com, and Etihad company charged me twice, second transaction was illegal, Etihad company left me without money at all, I do not have an opportunity to use my master card. I have two kids and no chance to buy food to them. Today is 23.04.2018 and still this company did not return my money back. They did not contact me with an explanation what happened, I am in a deep stress right now.

It is with regret again I am writing of a bad experience with etihad at Abu Dhabi airport during a connecting flight.

The only airport I have been through they make you scan your bags through security again, removing my belt, laptop, bracelette, watch whilst being rushed through. I beeped walking through the security barrier and was taken into a room, but this time my stuff had gone through security and my bags were left unattended or watched by the 4 security guards stood in the 10m vicinity of THAT security gate. As a consequence my watch was stolen, a watch that was given to me as a birthday present. I hung around the security for 30 minutes to see if it arose, to all of which 4 of the guards stood around laughing to themselves and glancing at me whilst another guard actually attempted to look for my watch.

I attempted to go to the flight desk, where my boarding pass was printed and once asking regarding lost and found or to make a complaint I was greeted with "there's nothing we can do".

I'm actually disgusted with this service, on my departing flight from MAN - AUH then AUH - BNE I was charged £138 to take hand luggage as they do not accept normal sized hand luggage! knwiung thwy wouldn't accept a normal hand luggage one route from BNE back to MAN via AUH on Etihad Airways I purchased a smaller hand luggage bag..in total now the watch has been stolen/lost due to etihads negligence I am now over £500 our of pocket through this whole experience.

I'm absolutely distraught and disgusted throughout my time with this airline.

My flight from abu dhabi to delhi was scheduled for 8:10 am and my flight from Melbourne to Abu Dhabi was delayed by 2 hours due to which they did not let me in the flight from abu dabhi to Delhi because the boarding had closed by then.
This was clearly not my fault because the flight from Melbourne started late. Why should i suffer this irresponsoble behaviour of your airlines. This was clearly not expected from Etihad Airways.

I missed my further bookings from New delhi to ferozepur because of this delay and i had to suffer another loss of my train ticket because clearly i was not able to catch that train at 4:30 pm.

Can you please explain me this irresponsible behaviour of your airlines and i am being in the loss from everywhere. Why should i even bear this loss.

Furthermore, mu baggage did not reach at Delhi airport due to which i again had to face problems. My baggage has still not reached me. I am following up with new Delhi officials for this.

This flight was clearly a harassment for me.

Let me know what etihad can do in this case

Flight 613 from Abu Dhabi to Casablanca i book ticke on December was from London to Dubai. And Dubai to Casablanca at time was I bag 23 kg from London. And 40 kg from Abu Dhabi to Casablanca At counter this all change in January 2018 which I have no idea about this and I have pay $1000 for that I think very too much and will never forget that I have all receipt for charge thank you

We both received the boarding pass 18/4/18 at 7.45am to fly way Abudabi to Cochi then after 9.30am they announced that the flight is cancelled and another flight will b 4.20pm that also kwt-Abu-Chennault-Cochin. And it will be reach at Cochin by tomorrow 11am. How horrible it is we are traveling for very urgent some banking documentation how can we tolerate this kind irresponsible so cruel it is our 2days is going to waste we want the competitive from the Airlines

Good Day. It's in accordance with my last flight in Etihad with flight details:
EY 423 25FEB MNL-AUH 2255 0419 26FEB
EY161 26FEB AUH-DFW 0920 1550
AA 262 26FEB DFW-MIA 1835 2226
UP 104 27FEB FLL-FPO 1240 120P
It gave me so much disappointment and inconveniences. Because first, originally I was about to depart in Manila in flight EY 0423. But it was cancelled, and so my connecting flights were also affected. Second, I am an Overseas Filipino Worker, and I am leaving for work with a lot of documents. And due to my flight cancellations, those documents need to be changed also stating my new flight details. Your people in the airport wanted me to provide on my own my new Letter of Guarantee. Which is quite impossible on my part, because I'm at the airport already and I don't have any means of providing it. I have to make them realize it first before they helped or assisted me. And besides, it's your fault that I didn't get through my original flight. Third, when I reached my connecting flight with American Airlines, upon boarding, there's already a miscommunication when it comes to seat assignment. And when I thought I'm already settled in my assigned seat, all of a sudden the attendant asked me to leave the plane and said I will be boarding on the next scheduled flight. Not knowing, the reason behind, I was just obliged to leave and wait for the next flight. These are all the inconveniences that I experienced with my last flight in your airlines. Not to mention the long hours of layover. It's so important to me to have a very convenient voyage every time I am going back to work overseas because it's a hard work that I'm facing for the next months. And yet I have experienced this hard time already upon leaving.
I am writing this to call your attention that you gave a not so pleasing experience with your passenger. And it shouldn't be that way supposedly. Thank you for your time on reading this.