Etihad Airways
reviews and complaints

I travelled in etihad airlines from India to Melbourne, in the transit due to mishandling of staff my suitcase broken, I approached the luggage counter and they gave the voucher to replace my suitcase, i had to travel almost 50kms to burwood to walkalong showroom, after going there they told me that they don't have any replacement suitcases in stock and they said they will ship the new suitcase in a week time, but they are taking excuses every time I called them, it's been almost 6 weeks, my docket number s MELEY12099/17, I had this issue once with Malaysian airlines previously, but they just replaced the suitcase instantly without any delay.

Im travelled on 7 April 2017 from Istanbul to Kuala Lumpur and transit at Abu Dhabi. From Istanbul to Abu Dhabi wit EY 96 and from Abu Dhabi to Kuala Lumpur with Ey418. My bag was lated then I report about it. After 1 day, I received my bag in plastic. When I opened it I saw my bag was damaged so badly. Very bad service. Im very frustrated with the baggage service. I want to refund back my all things. My email ( [protected]@yahoo.com).

Response from #etihad.. They steal and also threaten their customers... Great airline #etihad

Hi stella, thank you for your latest message. Although we understand your frustration, we are unable to assist you further.

We do understand and appreciate your position, however please note that your decision to further comment will not affect our standpoint. Further to this, if we become aware of defamation against etihad airways in any media post, we will have no choice but to take the necessary steps to rescind this.

We appreciate your understanding in this.

Thank you. *sky

Can you help me
I have had an issue with etihad and a charge vthat was not supposed to be charged to me? Can you suggest or help in resolving this. See below

Etihad 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

Hi I travelled to amesterfam on the 3rd of April I received one of my bags only and the other bag wasn't found I went and complained to Swissport ( they aren't helpful at all and am being ignored from their side and told that my bag didn't get out of UAE, although I contacted etihad yesterday and they told me both my bags were received in amesterdam, my flight number is ey77/3april, ticket no.[protected], tag no. Ey098273/, name hadaya alqemzi
I need ur urgent help to find my bag

Flight departing from manchester EY-22 on the 3rd of april 2017. Seat numbers 27F and 27E
To whom it may concern,
Myself and my partner had no inflight entertainment for the entire flight from Manchester to Abu Dhabi despite cabin crew trying on 4 occassions to restart the system. We understand that these things can happen but on a 7 hour flight I'm sure you can appreciate our disappointment & frustration, especially given the money spent on the flight as well.
Look forward to hearing from you & finding some resolution regarding this situation
Many thanks
Russell Fielden

Always i am prefering to travel with Etihad Airways, today 31-03-17. I had bad response from the staff who given the boarding pass of mine. Earlier I booked my seat with seat no 15D (confirmed with the ticket) he issued a boarding pass with the seat no of 14Cambridge without any informaction. Myself i checked with the staff and he simply replyed that we are upgrading your seat from 1 row in front. I said i dont need that service and i informed them to change the seat with as per my ticket. But he refused that and he instructed me to travel with the same boarding pass.

I did travel on the 29th of March from Bangalore to Berlin via Abu-dhabi. However there was complete change in the experience and my travel dates!
I was made to wait at the airport hotel in Abu Dhabi for 19 hours since the connecting Air Berlin flight was over booked and they offered a connecting flight on 30th at 2am.
I reached Berlin today via Air Berlin and guess what they did not send my baggage with the flight ! This is completely pathetic, I have to wait with no clothes and no nothing as such in this freezing weather ?
I would really appreciate a compensation from Air Berlin for thier complete flaw in proving customer support.
PNR: RKQSON
PASSPORT NUMBER: P1832037

BANGALORE TO ABU DHABI FLIGHT 29th MARCH
RKQSON [protected]

ABU DHABI TO BERLIN CANCELLED FLIGHT 29th MARCH
RKQSON [protected]

ABU DHABI TO BERLIN 30th MARCH and MISSED BAGGAGE.
RKQSON [protected]

I am stuck here completely with no sort of clothing ! I really would appreciate compensation.

Thanks
Ajay Kumar Mandapati

To whom it may concern,

I would like to lodge a complaint against Linda, one of the wheelchair crews at Etihad airways. Linda was helping my mother as we had requested wheelchair for her on her flight.

My mother's name is Molouk Zameni and her flight number is EY463.

After we had checked-in her luggages and was ready to go inside Linda, all of a sudden, weighted my mother's HAND BAG, where she keeps her passport and personal belongings and claimed she won't be able to take her hand bag with her onto the flight! Linda weighted the hand bag and claimed the wheelchair will be too heavy for her to push if my mother takes her hand bag with her.

Linda had done something that was completely out of her authority and responsibility hence made us very embaressed and we have been abused by her racisim. We believe it was racisim because firstly she gave a funny look because she was wearing hijab, secondly asked if she can speak English and once we said no to her she went and weightd her HAND BAG.

I would like to note that even her supervisor confirmed she has absolutely no right to weight her bags expecially her HAND BAG.

We have been very offended and felt abused and embarressed in front of all the people in the airport. She had caused my mother too much stress just before her flight.

Therefore, I would like to escalate this matter to the higher management so she can no longer abuse other passengers and their families.

Regards,
Ben Emamifard

I bought a ticket online through an agent Dec 31, 2016. The ticket cost 24, 599.56 rubles. The flight will be on April 08, 2017 MOW-MNL vice versa. When my visa was not released I wrote the agent for refund of the ticket. They told me that the refundable amount is only 1, 672.00 minus charge/cancellation fee 1, 369.00. This means that from the money I paid for the ticket which is 24, 599.56, I can only receive 303.00 rubles. Can I request the main office of etihad ticketing to please check this out why I can't refund my money. My reservation code is CQHZKS. I have already called the agent many times. And the answer is the same.
Ticket cost 24, 599.56,
refundable. 1, 672.00
minus charge/cancellation fee 1, 369.00
I called many times etihad Moscow but only the recorded operator answering the phone. I hope the main office could make any action. Thank you.

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

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 help solve this

Traveling from spain madrid to perth. Boarded the plane after checking our luggage in. Transfer made at abu dabai airport.. Nightmare going through security... Arrived at perth to find 2 pieces of or luggage damaged.. Reported this to the naggage staff at the airport and was given a pir report. I sent this report to etihad via thier online feedback. After various emails, phone calls, and taking my luggage to thier authorised repairer in perth. To be told that the damage will not be repaired nor exchanged. The only thing for my financial loss.. Is various emailed appologies... Such terrible customer service... Certainly not what I was expecting from this airline.. I will be avoiding etihad in the future and recommend people think twice before traveling with them... Low cost airline with no care for its customers... Worst 5000 dollars in travel I have ever spent...!.

Dear sir,
My credit card ending with ...4108 has been charged for a Flight leaving 16th Nov. from KHI to NEWYORK COSTING CAD 875.49 x2= 1750.98 for two tickets.
These tickets were never booked and have not been confirmed by Etihad Airways.
The only tickets which are booked for our 16th November2015 flight are Confirmed Tickets from KHI to YYZ which has been confirmed by Itehad Airway through Confirmation Code GFYBXY and payments for these tickets are already made thru my Credit card @ CAD 833.89x2=1666.78+insurance charges CAD110.28.
The tickets for NEWYORK have been charged by mistake and Itehad Airways accepts no responsibility and says this has to be sorted out by EXPEDIA.com who are their Agents.
A refund

voucher should be raised by Expedia. com.
I have been perusing this OPEN AND SHUT case but your organisation which is basically responsible for my bookings, has not taken any action. please note my bookings also are covered by Insurance which I have purchased with my main Booking (16th Nov 2015 KHI-YYZ)
I am now raising a Dispute and may be Legal steps may be taken in case no action is taken on your part.
I have already in formed my Credit Card Co. That I will not re-imburse them for this expense.
Sincerely,
Ali Haider
Safdari Haider
Email:[protected]@yahoo.com
[protected]@gmail.com
cell [protected]

Booking ref: 2SE2DC
Airline booking ref: EY/ZBNEQH
Ticket:607-[protected]

I filed my initial complaints on this page on 27 February, which has not been addressed in this complaints board as of today (14 March), but I also acknowledge the receipt of an email from Guest Relations saying they have shared my comments with Cabin Crew Performance managers.

I took my flight back from Tokyo - Abu Dhabi - Brussels on 11 & 12 Mar. The total duration of the travel was more than 24 hours.

On my flight from Abu Dhabi to Brussels, the cabin crew again told me 2 of the 4 main dishes had been sold out and I had to choose either beef or dumpling dish. I basically had nothing to choose because I don't like beef or dumpling. The cabin crew told me that I should have asked for seafood meal in advance before checking in so that I don't have a problem with my food, but even another passenger next to me laughed at this comment saying we were flying on business class and such situation (of not having much choices on our main course) should not happen.

Maybe you should inform all your passenger who fly between Abu Dhabi and Brussels that if they are seated Row 8 or before, they don't have much choice on their main course and they should file a request in advance to make sure they won't be disappointed.

With this experience, I see clearly that Guest Relations did nothing about my complaints (i.e. did not tell anything to Cabin Crew Performance managers) and I had to bear with the same problem of not having free choice over my main course.

In summary:
on 25 Feb:
- Only 2 dishes out of 4 dishes were available for me to choose
- Cabin crew did not serve appetiser nor dessert nor tea/coffee
- Cabin crew did not give me Fast Track pass although he gave it to all the other Business Class passengers

on 28 Feb:
- The chauffeur service on 28 Feb was not arranged until 10 hours before the flight
- When I called 24 hours in advance, Customer service could not provide any concrete answer
- He also did not agree to call me back at my hotel and I spent AED45 for the phone call which did not provide me any answer
- He said he would "email" the Chauffeur service to call me back at the hotel to confirm the pick-up time, I only received an email 10 hours before the flight
- I had to go to Abu Dhabi from Dubai, so I hope you can appreciate how stressed I was for not hearing from Etihad until 10 hours before the flight

on 12 Mar:
- Only 2 dishes out of 4 dishes were available for me to choose - again!
- Email I received from Guest Relations Officer on 7 Mar said they had shared my comments with Cabin Crew Performance managers (which I doubt as the same problem occurred)

Guest Relations Officer offered 5000 miles for the incident on 25 Feb. 5000 miles worth less than 40 USD and I do not see it is even near to compensate for all the inconveniences I had on the flight on 25 Feb - or maybe this is how Etihad actually treat their business class customers.

Dear Guest Relations team - I prefer you to write me here now to explain to me and to the public how you will compensate a business class customer for:
1) not offering the full menu
2) not serving appetiser / dessert / tea / coffee at all unless specially asked
3) not giving Fast Track ticket
4) not arranging the chauffeur service properly and stressing me out
5) not communicating my complaints to avoid the same problems - although it was requested in the email and in this compliant board repeatedly
6) asking business class customer to file a request in advance to secure something they can eat is available
7) not addressing my complaints on this complaints board for more than 2 weeks although you have addressed other complaints filed after mine

Clearly Abu Dhabi - Brussels flights (both ways) were the worst business class experiences I had ever had and I am totally shocked. I even feel betrayed for choosing Etihad for my business trip. I spent over 3000 USD for the entire trip with Etihad and what you suggested to give as a compensation is less than 40 USD. Totally shocking. I request for your prompt reply and real action on this matter.

Dear retro claims I sent you an email on Sunday 5th march regarding my missing points. I took an Alitalia return flight from London Heathrow to Sicily via Rome. I gave my Etihad membership number to the Alitalia booking dept and it showed on all my boarding passes. I have been back in the uk since Saturday 4th march and see that I have still not been credited with these points. This is very frustrating as I hoped to use them to put towards an upgrade on flights I'm taking with you on either 28th march or 19th April. There are currently award seats available on both flights but I'm not able to book as these missing points have not registered on my account. I'm extremely disappointed that you have not got back to me since you sent an automated email on Sunday. I feel that this is a very poor service. I am a silver member and a frequent customer of Etihad.

Here is my membership number.
[protected]

All the boarding passes for this flight where sent to you in my last email to the retro claims team on Sunday 5th march.

Regards

Richard Hargroves

Sent from my iPad

The flight was in Jan and upon return I realized one of the suitcase was broken.

I lodged a complain on 15th Jan 2017.

Followed up after couple of weeks and upon follow up I received an email to request more information on 31st Jan 2017. I forwarded details the next day.

After waiting for few more weeks, I posted on Complaints Board on 16th Feb 2017 and received a consolation response the next day but since then, no progress.

If this is what Etihad considers customer service, then sorry, this is very poor.

So officially, it's been 7 Weeks but no response.

RQID: 525853

Booking ref: 2se2dc
Airline booking ref: ey/zbneqh
Ticket:607-[protected]

[i sent the below message to [protected]@etihadguest. com on 27 feb, no reply as of now]

I took a flight from brussels to abu dhabi on 25 february on business class (booking class c). I was served by a male flight attendant whose name, I believe, is max (by the way his colleague called him).

Before the departure, he came to ask me which dish I liked to have for the main dish. he told me the pasta dish and the beef dishes were already taken, so I had to choose from fish or lamb. he also asked me when I liked to have the meal as etihad would prepare a meal anytime we like, so I asked him to bring the meal about 2 hours after the departure.

After more than 2 hours from the departure, no sign of dinner, so I asked him to prepare the meal for me. to my surprise, when he came with my meal, he brought the main dish without any starter. I ate my main dish (fish) and when he came to see if I had finished eating, I asked him if I could have some starter dish as I wanted to have more vegetables. he looked very surprised, but agreed to bring a mezze dish. when I finished the mezze, he came to my seat and without asking if I wanted to have a dessert, he cleaned my table and left. I was not even offered a cup of coffee or tea.

Then, when we were approaching abu dhabi, I learned from the announcement that business class passengers had received fast track tickets to go through the passport control. I never received one. when we landed, I asked another male flight attendant if I could have a fast track ticket. he looked very surprised, and asked max where the tickets were and told him that I was missing a ticket. max told his colleague that he would give me the ticket at the exit when I disembark. I looked around and everyone else on the business class had already received their fast track ticket. I was the only one without a ticket.

I fly regularly with mainly star alliance airlines and I have had some experiences on business class with several airlines, but this was by far the worst experience I had - although I was expecting a nice experience after seeing many positive reviews for etihad business class. I still have 3 more flights continuing after this (auh - nrt, nrt - auh, auh - bru) all on business class, and I really hope the experience won't be the same as the one I just had.

I expect I will have a full range of choice for my main course. even if I choose to eat after the regular serving time, I expect to be served a full meal - a proper starter, a main dish and a dessert - unless I ask them not to serve any. I also expect to have full drink menu offered to me - offering a cup of coffee / tea after a meal is something basic, in my opinion. finally, I expect all the service available for a business class customer will be offered equally to me - including fast track ticket - unless the service is excluded for my booking class (e. g. chauffeur service for my fight auh - bru).

I request for a considerable compensation for the service which was way below what you promise on your website for a business class passenger on booking class c - I clearly did not receive the service you promise to offer. I also request none of these unpleasant experience will happen on my coming flights, and expect at least a "normal" business class experience will be offered to me.

I ask for your urgent action on this matter to avoid any future disappointment with etihad.

[i am adding a new complaint as of feb 28]

On 31 january I booked a chauffeur service which is a part of the service provided for my flight from abu dhabi to tokyo narita which leaves on 28 feb - in 21 hours. for my flight on 25 feb, I received the confirmation sms and email for the chauffeur service at least one day before, but I have not received anything for my flight today. I checked online at least 30 hours before the departure, but there was no way I could check the status of a chauffeur service.

I called the customer service about one hour ago from my hotel. to be able to speak to a customer service personnel, it took at least 4 minutes to just go through the recorded menu (which also took me to options which do not connect to a personnel). finally when I reached a person, I asked him to call back my hotel because my hotel was charging me 5 aed / min for the call. he did not agree to call back, instead, insisted I continue to speak to him.

I asked him about the chauffeur service status - and he said he would "email" the chauffeur service. I asked him to request the chauffeur service to give me a call asap at my hotel, and he said he would write this request in the email to the chauffeur service. he also told me I should have used internet site to contact and confirm the chauffeur service - which I tried this afternoon, and nothing worked.

More than 1 hour has passed since then, and I have no confirmation email nor call from the chauffeur service. the total call lasted for 9 minutes and my hotel charged me 45 aed.

I have a confirmation email from etihad to confirm my request for the chauffeur service - which was requested on 31 january. therefore, the request was made properly. however, for some reasons, as of now (21 hours before the flight) , I still don't know when the chauffeur service will pick me up.

I request etihad to take an immediate action as I will need to find a way to go to abu dhabi airport from dubai and if you are not sending the chauffeur service, I will have to find an alternative quickly. again, I am very disappointed after a terrible flight experience. I totally regret booking etihad for my business trip - which is already stressful enough and I don't need additional stress like this.

Please email me back or call me at my hotel in the morning of 28 feb for the chauffeur service confirmation. I also request for 45 aed to be paid by etihad as this was the cost which does not need to be spent at my side as I have booked the chauffeur service properly online (i can provide the email if you need a proof).

I really hope you will improve your service significantly. I did not pay a high price to get such a terrible service.

Dear Sir/Madam,
I was flying from Abu Dhabi to London on 26 Feb 2017. I checked in online and chose the aisle seat in the exit row. Shortly after settling, the stewardess asked the couple sitting on the exit seats to move to different ones at the end of the plane, and asked me to change my seat and move to the one beside the exit door because the couple sitting there paid for the exit seats (which were wrongly allocated to the other couple) but were senile and did not know how to operate the exit door. I chose my seat to be the one I initially selected. It was VERY cold where I was sitting and I hardly managed to sleep with two blankets during the 8 hours flight.

I do not find this professional. If there is a mistake by the airline's staff and the seats paid for have been allocated to someone else, a different action should be taken. It is not professional asking someone who has previously checked-in online to change his/her seat because of the mistake on behalf of airline's staff.

I have to highlight that I was not asked WHETHER i was willing to change my seat. Rather requested to do so, i.e. no other choice.

Regards,
Sara

Hi,

This is Swati Karande. I have forgot my wrist watch during the process of security checking while coming from Abu Dhabi to Mumbai on 19th Feb 2017.

Flight Details :

Flight No - EY212
Time - 01:55
Gate/Terminal - GATE-3
Confirmation Number - PACDBU

Watch Details :
E-Spirit, Rose gold color.

Could you please check and revert me for the same?
Please let me know if you need more information.

Thanks,
Swati

I booked a flight on Etihad and tried to cancel within 24 hours. I was informed that no refund was possible as I had booked a non refundable flight.
I was not informed that I could have put a 24 hour hold on the flight but I assumed that I would get a full refund if I cancelled within 24 hours.
This, I am told is not the case with Etihad however most airlines will indeed refund if cancelled in 24 hours. In the USA this is always available even though my ticket was issued from the USA.
BE WARNED