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3.8 1402 Reviews

Etihad Airways Complaints Summary

973 Resolved
429 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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10:36 pm EST
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Etihad Airways unprofessional staff

My name is Anchalee Seangthong. Today is one of the worst day in my life. I did't expect this kind of problem management from Etihad, one of the world best airlines.

I travelled with Etihad on flight EY 020 from London to Abu Dhabi on 06/11/2017 and EY 228 from Abu Dhabi to New Delhi on 07/11/2017. I supposed to reach New Delhi at 07.55 am.

What happened with my journey? During take off at Abu Dhabi, one passenger was not feeling well. He vomited. The captain decided to get back to the gate to make sure that whether the passenger was safe to travel. Then the medical team came on board. After spending around 30-45 minutes checkup, the team said that he was not fit for traveling this time. Then flight got delayed. I have informed the flight attendant about my connecting flight. She told me that ground staff at the destination will definitely help me out with this.

The plane literally touched IGI airport ground at 9.35 am. After 10 minutes, the door was open. When I got done with an immigration and taking my luggage, it was around 10 am. Unfortunately, I couldn't catch my domestic flight from Delhi to Chandigarh, UK 731 on 07/11/2017 10.40 am. These are the answers when I requested the ground staff several times to help me;

"I understand your point but you need to rebook the ticket by yourself."

"It is not our fault. It's about medical aid. We can't help it."

"Your PNR for domestic flight is not the same with your previous flight. So we can't do anything. You didn't book with us."

"We can give you only the letter of delay."

"We can't do anything. If you are not happy, you can write a compliant on our website." (Of course!)

"I can only issue you a letter of flight delay."

** Let me ask you questions.. I'm a foreign student. I'm not earning. I don't have my family or relatives here, in India. If I don't have any money to spend on any kinds of ticket again, if I don't have a phone connection, if I don't have friends here, what would my life be today? Where would I go? The flight ticket today to Chandigarh is incredibly high. It starts at 11, xxx. It's not possible for me to spend. I have been struggling to book a train ticket, unfortunately the ticket is fully booked. I have tried my best to get a bus at the public transport centre near IGI airport, no bus comes. Finally, my last option that I couldn't think of is hiring a cab from Delhi to Chandigarh after spending 4-5 hours with such mental and physical harassment.

The ground staff should do something with my connecting flight. They said that it's not their fault. Is it really my fault? Why do I need to pay the price for this?

#worstcustomerservice #etihadsucks #frustratedstaff

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Etihad Airways refund amount is wrong upon cancellation, planning to file lawsuit against etihad airways

Booking Reference: FAWCFQ

I made my booking directly through Etihad on 30th June, 2017 as per above booking number for the travel dates of November 4th but in the month of September, 2017 I change my mind to cancel the booking then in the month of September I call Etihad and ask them if I cancel my tickets how much refund I will get Agent told me that as per the Cancellation Rules I will get 866 x 2 = 1, 732 Canadian dollars.
Then in the month of October, 2017 I have Cancelled my booking at that time also Agent told me I will get refund of 866 x 2 =1, 732 dollars.
But after few days I received a call oh there was some miscalculation in the refund fees, you will only get 212 x 2 = 424 Canadian dollars.
Then I argue, I have called three times to check about the refund then I cancelled nobody told me anything like that but they didn't listened to me that's why I am planning to file law suit against Etihad Air ways in the Canadian Civil Court.

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Etihad Airways flight cancellation without notice

Hello, Last week I was preparing to leave Kochi, India to travel home to Melbourne.
At the airport when trying to check in I was told for the first time that my flight EY7578 to Abu Dhabi was cancelled with no notice. No text or email. I was then displaced in the airport for 14 hours and as a young female traveller this was rather scary. Consequently I was unable to catch my connecting flight to Melbourne and after 4 hours of sitting on the pavement in front of the Indian airport I received new flights.
Once I was finally on my replacement flights I was unable to eat any meals as my dietary requirements were not carried over to the new flights. The air hosts were incredibly unhelpful and unsympathetic by simply shutting down my questions and requests for some different food as all they said is I should've reserved meals 24 hours in advance... which was impossible to do due to my situation.

It was over 30 hours in transit, and on the two flights I was unable to eat anything except for a tiny box of sliced fruit.

I did not pay the price of Etihad fares to be so displaced and overlooked.

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Etihad Airways air hostess insulting business class passenger

I live in London, I am Sanjukta my husband Jyoti Roy took a flight from 6th Nov 2017 Kolkata to toronto via Abu Dhabi i was on facetime call with him 15 mins before the flight took off as i travel emirates always he tried eithad for the first time thats the reason he showed me the flight through facetime.. a airhostess foreigner came up to my husband saying "Sir please delete the pictures of our cabin crew" my husband had a blank face and my husband I both had just one question why did she had that question in her mind that my husband was taking the cabin crews picture? My question to the Eithad Cabin Crews Flight number Ey255 was do they have any misconception that they are some "Miss Universe" that people who boarded that flight were blamed that the passenger(my husband) unecessarily took pictures or did she think that she took unecessary advantage of being a girl? And everyone will take her pictures? Why ? I need a written apology because this is not what i am sure all eithad passengers take eithad flights for, to "feel guilty" That shameless lady with all due respect should write a written apology letter sharing my email id ..
Now i seriously wish my husband should have taken a picture of her so that i could have tagged that lady !
[protected]@gmail.com

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Etihad Airways unethical behaviour

It is an ongoing complaint to Etihad and Airhelp yet no clarity is provided.I travelled on the 20th February 2017 from Manchester (UK)to Ahemdabad (india)via Dubai.On arrival on the 21st Feb.2017 very early in the morning and went to collect our luggage and notice one my suitcase was damaged.I complained to the airport ground staff, initially they told us to take a photograph and send to Etihad Airways, I refused to do so as I needed to log an official complaint and raise an appropriate documentation for future reference.I spent 1.1/2 hrs just on disputing their suggestion, finally floor manager decided to engage into this issue, he filled a damage claim form and assured me to be contacted within 7 days, he contacted me after 14 days, we parted with understanding that as the suitcase is branded and the repair will cost more than the suitcase, as the handle was broken and to replace all inner canvass will have to replace too, all I wanted is to pay me my purchase, an invoice will be produced for claim, the broken suitcase was
new only purchased before we travelled.He(BHAVIN MEHTA) agreed to that and further asked me to see him in person on my return to set up contact details, I arrive at the Airport on my departure day asked one of the staff for Bhavin Mehta, She said he is our manager but he does not start until 7am, my flight was at 5am, so I resigned to tell her all that has happened she gave me an email address for contact ([protected]@etihad.ae)I contacted as soon as possible and reiterated about my damaged suitcase and reconfirm our gentlemans agreement, I addressed to Bhavin Mehta, I got negative response to get the suitcase repair, I further contested to our agreement, this time the response was from a man called Hussain that the suitcase to be repaired in UK email dated 18th May 2017, which is not what was agreed, I disputed this, we engaged into many email communications, not getting any further, I rung them and again spoke to Hussain ask to speak to Bhavin Mehta for some reason he could not attend the call he said he will talk to him and he promised to contact me following day, not received his call I contacted the office again and spoke to Hussain and made aware of my call and he did not adhere to his promise, he confirmed my claim, thereafter it was just failed promises, I got so annoyed, I gave him a dead line to come back to me within given time he failed to do so I went to a lawyer he suggested to get a dead lock letter and hence to take legal action, I spent at least an hour and half, his bill was £150.I then came home and following day I saw an email to saw purchase a new suitcase, I reiterated that the cost will be increase to the cost of purchase, as per my email, which is £55 suitcase+£5 telephone calls+£150 legal fee in total £210.I received an email that to give all bank details and to fill the forms as my wife was travelling with me hence, but with this I had another form of indemnity form that I can only be refunded £55 for suitcase and no other claims will be furnished that has to be sent in order for I have no further claim, for which I did not sign the fact was that I did nothing wrong I am a victim of their mal doings, their poor service.I received further email to send the indemnity form or I shall lose the claim, which is unethical, I further found out that my claim handler as he was going on holiday he suggested the bill will be forwarded later as being loyal to him, to my horror, I learnt that he was involved in an accident whilst on holiday hence no bill, I did contact his office but only to know that he practice is closed, so no bill, as there was no progress I was in opinion that I should not be driven into indemnity form as i believe it is unethical as I am a victim, I did not ask them to damage my property, this is twice in two trips, So the claim is back to £55 + £5 telephone calls if possible.I then contacted Airhelp, we progressed my case only to learn now it will be £50 but with indemnity form. I am out of pocket with no fault of mine, more so lies after lies from Hussain at one point he said it will be sorted out in next batch, that has not transpired as yet, I also received forms to be filled with Bank details given to Airhelp too yet no joy it is a month since, I also contacted Etihad Guest too, I was told that some one will call you this was on 2nd Nov.2017 within twenty four hours, no calls as yet.To add to this on the same trip I was asked to pay£176.50 hand luggage suitcase according to them is slightly larger, it was the same hand luggage which I travelled in 2016 with Etihad and that was allowed then, but that was rejected so I paid £176.50 a luggage of under 7lb. When I boarded a plane I saw many passengers bags were larger and they were not even fitting the compartment as it had to go side ways taking two hand luggages space, yet mine was disallowed.I do appreciate that there are criterias to be adhere to but this is discriminative behaviour, I did point out to a member of Etihad when I was at Dubai airport before my connecting flight to Ahemdabad, he said to send photographic evidence which I did but to no avail.So in a nut shell, I had two claims one to damage luggage which is still undecided, second one is rejected why?I would be very grateful if this is solved amicably.I do apologise for any inconvenience caused .
I thank you very much for your anticipation in this matter.
Many thanks
Rajni Somaiya

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Update by Rajni Somaiy
Dec 21, 2017 6:38 am EST

I am once again requesting for baggage dept. to respond my request.
I emailed Denise Chance on the 11th dec.17 for his confirmation to bank detail and still no response.
i am in opinion that the simple issue is dragged by baggage department do seem to be unreasonable.
May I once again request you to nudge the person in question please.REF.[protected]
Many thanks
Rajni Somaiy

Update by Rajni Somaiy
Dec 07, 2017 9:06 am EST

I refer to my ongoing problem of damaged bag.
My name is Rajni Somaiya, it is reference to my travel on the 20 feb.2017 from manchester to Ahmedabad.
reference etihad guest [protected].Please respond to this request.
many thanks
Rajni Somaiya

Update by Rajni Somaiy
Nov 23, 2017 9:28 am EST

Dear Marc
With reference to your comment dated 17/11/17.
May I reiterate that there has been no progress, may I further request you to deal with this issue in accordance, please.
Many thanks
Rajni Simaiya

Update by Rajni Somaiy
Nov 15, 2017 3:00 pm EST

Dear Etihad board
I have since responded to Nic comments yet I am not been responded to surly you are not ignoring my response.
I am today once again contacting you to update the issue in concern.Please do not think this will fade away so please cooperate and deal with the issue
please many thanks
Rajni Somaiya

Update by Rajni Somaiy
Nov 11, 2017 8:52 am EST

I would like to comment on the response from Etihad Airlines response to my unethical behaviour.
May I reiterate to ComplaintBOARD, as much as you have responded to my complaint and comment, you still fall short to the service, I have had no response from Linda Celestino and no apology for such an inconvenience caused to the customer who has done nothing wrong.It is their poor service that is at fault.May I also comment on Nic response from the Etihad, that someone will contact me, yes I have received an email from Mr.Chance with the forms to be filled, I would once again request you as you have looked at my correspondences, there will be my bank detail too, so, this suggests that they have not looked into the details, more so, one does not accept to keep sending these details again and again as they are sensitive information, they have also details on last years claim too which is the same information more so we are registered quest.I have also received an indemnity form which is again not relevant to my claim, it is a claim for damage bag so why should I sign an indemnity which has a quote that any other claim?Pay it and the matter is closed.Many thanks Rajni Somaiya

Update by Rajni Somaiy
Nov 07, 2017 6:46 am EST

I would like to give you further information to my on going complaint in reference to damaged suitcase.I also wrote an email to Linda Celestino, on the 14/07/2017, I understand that she is one of the Director, she did not take any effort to respond to that email, that is to my opinion a poor customer service.
It is all fine to claim one of the best Airliner in the world, one has to challenge that.It was a very polite email with all details and attached all evidence inclusive emails communications, it appears she has chosen to keep silence, it is also regarded as maladministration, we have all regulatory bodies in place but do they have power over these culprit, not at all.I also contacted CAA, they did confirm my comment to be true, Airhelp have also limited power, yet Montreal convention has pointed out to be consumer friendly. I am in opinion that the only way is to put more consumer pressure on these get away companies/Airliners.Please note all the references will be given when a contact is established.My email add.
Many thanks(rajsomaiya@hotmail.co.uk)
Rajni Somaiy

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Etihad Airways I want to complaint about hassel that I have to face because of etihad airways

Hi

My reference number is jwscqh.

I travelled from bahrain to abu dhabi and I bouught ticket online on 2nd nov 2017. When I went to airport they told me your ticket is without luggage. I have to face lot of problem because of this. There is no mention that my ticket will be without luggage when I book it online. I faced a very bad experience while travelling. You should mention this kind of changes when anyone book ticket online not at the airport when they just minutes ago from travelling. I am waiting for your reply my email is [protected]@yahoo.com.

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Etihad Airways lost luggage

Dear sir
File no KULMH 45947
My baggage was sent via Ey 411 30th October from KLIA to Abu Dhabi then transit to Riyadh via Ey 315 31st October. I got message said it's ready for collection yet when I reached they only give me one luggage. But based on the message my both luggage is ready for collection.
I haven't received it till now.
Pls find out where is my baggage. I really hope that you will find my baggage as it is priceless
Tqvm for the cooperation
I can be reached by email and my contact no is [protected]
Lalitha looganathan

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Etihad Airways I am complaining about a delayed and cancelled etihad airways flight.

Flight no. ey27 - 17th october 2017 was delayed in departing abu dhabi which meant it arrived late into edinburgh airport, this meant that I missed my connecting train to aberdeen. the cost of the first class train ticket was £80.00 (390 aed), please refund the cost of this train ticket. I am a silver card etihad guest.

In addition, my return flight on the 26th october was delayed and then cancelled at 2.30pm that day. the whole communication was appalling, the economy customers were informed before the business class customers that this flight had been cancelled. our baggage was left on the floor and as it was so disorganised there was no way that our bags were being monitored. this was a complete waist of time. as a business class customer, my flight eventually departed 3 days later.

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Etihad Airways unnecessarily cancelled booking

Mrs dirce gigliotti
Ey0080 venice - abu dhabi
Friday october 27th
12:00pm
Ticket no. 607 - [protected]
Luggage checked in @ 10:50am
Counter representative said nothing about the time of boarding
Passenger arrived @ gate 33, 45 mins prior to take off
Passenger was paged 30 mins prior to take off
Passenger was escorted to passport check point
Passenger then proceeded towards plane at last check passenger was told 'your seat has been cancelled - you are too late'
The most distressing words that were said to me. I have never been treated with such disrespect from airline staff as those representing etihad.
I needed to return to australia ro help my elderly mother (84 years) who had a fall
Was told to go to lost and found to collect my luggage (why did my luggage never arrive at aeroplane)? then go to ticket office alisud
Alisud said we can't help you we have no contact with etihad airways
Spent the next 6 hours walking venice airport and makong phone calls to get assistance - no one wanted to help
I had to pay €532.56 for a new booking (wnxchp)
Monday november 6th
7.25pm verona - rome - abu dhabi-melbourne
My mother's health getting worse so I was forced to to change my flight for an earlier one - thursday nov 2nd (ticket no. 607-[protected]) extra €530.02 I had to pay again!
How much money does 'etihad' want to take from me?
Please you must help me in some way to recuperate all this miney that I have lost...

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Etihad Airways cockroaches on board

My name is lock sohodeb
Nationality gbr and mru
Complaint for travel date 25 october 2017.
Flight no: ey 228
Time: 03:00 hrs from auh to del.
Seat no 12d

I was on seat no 12d and opposite my seat was seat no 11d.
At about 3.40 hrs the lights were off. I saw felt something crawling on my right foot and as I tried to shake it off and used my mobile screen light to find out what was it when I looked down I saw a number of cockroaches runnning around. As I continued to flash the light on the shoulder of seat 11d, I saw few cockroaches running up and down. I caught one on my mobile camera crawling on my jacket. I did not want to cause panic to the female german national sitting on my row on seat no 12 c. I quietly brought the matter to the attention of an air stewardess with a note who then brought it to the attention of her supervisor by the name of manmohan. Mr. Manmohan had taken a screen shot of picture from my camera evidencing a cockroach creeping on my jacket. He told me that he would report the matter to you and will have an answer before I travel back to london on thursday 2 november 2017 ey 203 at 21:15 hrs connecting ey11 auh to lhr @02.25 hrs. I have not heard any thing from you.
Given that your airlines has failed to comply with the health and cleaning standard regulations as required by the aviation authority my case warrants for an outright compensation on the following grounds:
1. I had to throw away my jacket in case there was a population of crockroaches hanging within the lining of my jacket.
2. Sleepless night.
3. Starved myself during the rest of the flight due to lack of hygiene.

Lock sohodeb

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Etihad Airways insulting etihad employee named mirza at hyderabad international airport-india

I was traveling from hyd to SF via Abu Dhabi. We were 3 people but were carrying only 4 check in (instead of 6) at first I had total of 8 kGs more in total for 4 bags. I was asked to reshuffle and take some stuff so it meets 23kg, which I did to my best, when I took the bags back to the counter it still had 3kgs more, at this point a mannerless fat guy who calls himself Mirza comes to me and starts insulting me questioning what I did by taking the bags and reshuffling the weights ( as if I had imaginary weigh scales in my head ). And he goes on to say " you have 2 minutes before the counter closes do whatever you have to to bring the weights 23Kgs per bag ( is this how an employee of a reputed company speaks to customer?). Because the counter was closing I decided to pay extra for the 3Kgs. Then I confronted the Mirza guy and asked him who the hell is he to question what I did. And when I asked for his full name to complain, his reply was " I'm the only Mirza in this Hyderabad international airport, you could do whatever you want". It's so surprising that whilst the rest of the employees were so polite and courteous this mannerless crackpot tries to bully and insult the very customers who is feeding his pay check. I hope Etihad really does something in this case.

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Update by Vinutan
Nov 17, 2017 12:07 am EST

So I get the below email from Etihad after 3 weeks on "investigation" and he answer - totally unrelated explanation about how their excess baggage pricing is - which is not even the issue in the first place:

Our ref: 595014

17 November 2017

Dear Mr Vasa,

Thank you for sharing your experience in Hyderabad International Airport when you reported for your flight EY 277 to Abu Dhabi on 27 October. We do understand that excess baggage charges are never welcome. However, as unpopular as these charges may be, we hope you understand that guests must comply with our baggage policies.

The free baggage allowance depends on where your journey begins and ends. The free baggage allowance is based on the weight of your baggage or the number of pieces you are carrying. As per the ticket you purchased, you are allowed two pieces of bag, maximum 23 kilos each.

Having read your feedback, I understand that you had 8 kilos more in total of your four checked in bags. Please allow me to explain that during check in process if guest is carrying excess baggage and decides to re-pack over weight baggage rather than paying the excess baggage fees, we always request guest to re-join the queue after repacking. This practice is only to avoid delays for other guests, whose baggage may be within the limits and also prevents us from delaying the flight.

I am concerned to learn that you were left with negative impression of our airport ground staff. Our baggage policy is strict, and our staff do not have discretion about applying it. I have also shared your comments with the Airport Managers who will use your feedback to help us improve our guests' experience at the airport.

Mr Vasa, thank for writing and for giving us the opportunity to review your concerns.

Yours Sincerely,

Juliet Reyes
Guest Relations Community Officer

My response :

I don’t think you have understood the my concern. There is no where I complained about paying, so you reiterating strict policy on baggage allowance doesn’t even relate to the issue I raised. In fact I myself offered to pay the excess baggage while I was getting insulted by your employee Mirza. Pl let me know how I could donate to help you fund to give some coaching to your one employee ( not All, as rest were quite polite) on how to even talk to a fellow person, let alone your customer.

You should read the subject and the content of the email first.

Imagine someone walking upto you when you have tried your best to reduce your bagage weight and say “ what did you do till now, you took the bags and the weight is the same” then goes on to say “ it’s your responsibility do whatever you can to reduce you have 2 min before the counter closes”. That’s when I offer to pay ( note: I OFFERED TO PAY. NOT one point during all this I was asked If I would like to pay).

It doesn’t end there while I was paying this Mirza loudly tells the other staff with me hearing - “ don’t load the bags until he pays” - as if I’m a beggar who is asking for charity. You should really be ashamed of your Customer Service. Even with complaint you took 3 weeks to respond stating your baggage policy which wasn’t even the issue.

Is customer service really "CUSTOMER SERVICE?!?" I did have little hope that someone would be empathetic. But shouldnt have had hope on Eithad's customer service - given all other complaints I just read on their "customer service" (quote / unquote intended)

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Etihad Airways two parcel missing my luggage

Dear Sir/Madam,

This is bring to your notice that my two cricket bat kits along with cricket bat are missing from the main luggage which I have been wrapped with my main luggage. I have been given complaint at the same time to the Luggage officer on 26th Oct-2017 but till now I have not received any feedback about my missing parcel.
I travelled on 25th October, 2017 from BOM to AUH and from AUH to LOS by connecting flight. My e-ticket number is "[protected]/3" [FQTV NZ [protected]].
I have attached the complaint form for your kind perusal.
Kindly request you to do the needful urgently and give the feedback on it.

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Etihad Airways product - american tourister trolley

Im jamsheer, travelled from abu dhabi to kuwait using ethihad airways, aftet reaching kuwait I found my trolly was damaged heavily, products like mobile phones, clothes, perfumes went missing! When I complained at the kuwait airport they didnt even responded properly! Please compensate for the damages caused if not I will take this issue to consumer court, trolly worth 12, 000/-

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Etihad Airways refund of the money

The official compalint.

The booking numer is ctefar on the name of neal, joanna and sara bailey.

The booking was cancelled by us on the 05.09.2017 and the refund still didnt happen? The customer service is ignoring us and leaving with the information that they are sending email to the right department or that someone will contact us, but nothing is happening. It's been over a month now since we didnt get the refund! It is over 3000 euro and it is really important for our family to have that money back asap!

This is beyond any expectation of good company or customer service!

I am requesting an urgent reply to this email.

Joanna bailey
[protected]

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Etihad Airways fare

To,
Andreia cabrita
Guest relations officer
Etihad airways
4th floor voyager building
Chicago avenue
Manchester
M90 3dq

Dear andreia cabrita,
Subject: complain regarding unsatisfactory refund against cancellation (rqid 496577)
Greetings!
I would like to register complain regarding unsatisfactory refund amount that I received from etihad airways against flight cancellation of our family trip to india.
On 26/04/2016 we booked flight tickets with etihad for our family trip to india through crystal travel agents. our two children, my wife and I were very excited for the trip as we were looking forward to meeting our aged parents and extended family members in india after long time. but sadly on 15/09/2016 blesson, our elder son aged 8 years was diagnosed with cancer. it was a shocking blow to our whole family and we were utterly devastated. his condition became so critical that he had to undergo severe cancer treatment for 29 weeks. when we received this sad news, we as family decided to cancel our trip as there was no way blesson could travel. we contacted your office through email requesting for cancellation of tickets. I herby quote your email dated 22nd october 2016 (rqid 496577) sent to anisa gill at [protected]@swiftglobalaccounting.com addressed to my wife mrs macwan in relation with our first request for full refund against cancellation of our tickets to india. I have copied below content of your email for quick reference.
From: etihad feedback [mailto:[protected]@etihad. ae]
Sent: 22 october 2016 05:53
To: [protected]@swiftglobalaccounting.com
Subject: etihad guest relations [rqid:496577]
Rqid 496577
22 october 2016
Dear mrs mcwan,
Thank for your writing to us regarding your booking to ahmedabad.
I am sorry to hear about your son’s current medical condition.
I can appreciate that this must be a difficult time for you, and as you are unable to travel, you would like to cancel the tickets.
Having retrieved your booking, I understand that tickets were issued by a travel agency under a very restricted fare. therefore, the refund has to be done by them.
However in order to review your case with our finance department, may I kindly advise you to contact your travel agent and to let us know if mstr blossom parmar’s ticket is refundable and if so, how much it will be the cancellation fees.
Thank you for your patience and understanding at the meantime.
I look forward to hearing from you.
Yours sincerely,
Andreia cabrita
Guest relations officer
Etihad airways
4th floor voyager building
Chicago avenue
Manchester
M90 3dq
After receiving your above response we contacted our travel agent. we contacted them through email and requested for cancellation. I have copied below my email correspondence for your quick reference.
From: anisa gill [mailto:[protected]@swiftglobalaccounting.com]
Sent: monday, october 24, 2016 9:47 pm
To: [protected]@crystaltravel.co.uk
Subject: re: booking ref 442n2u and ticket number 607-[protected]
Dear mr rohan,
E-ticket number : 607-[protected]
Booking ref: 4u2n2u
Kindly note that my family were due to travel with your airlines on 21st dec 2016 to 18th jan 2017 from london to ahmedabad, india with the above booking reference. however sadly, our son has been diagnosed with cancer and his treatment is going on and we will be unable to travel. please find attached letters from the hospital.
I would appreciate if you could kindly consider in refunding the travel ticket costs as it is a very hard time for us and beyond our control that we are now not able to travel. I know that your colleagues at crystal travel have notified me that there would be some cancellation charges before the refund, however I don’t mind paying around £50 but anything more than that would be a lot for me at this time as both me and my wife are unable to work due to my son’s situation and hospital runs. I would appreciate if you could kindly consider this as a special case and refund me the ticket as much as possible.
Looking forward to your reply.
kind regards,
mr & mrs parmar
In spite of my plea to consider full refund we were only given £225 per person, total refund amounted to £900 for four persons. following is the email correspondence for your ready reference.
From: rohan - crystal travel [mailto:[protected]@crystaltravel.co.uk]
Sent: tuesday, october 25, 2016 4:55 pm
To: 'anisa gill'
Subject: re: booking ref 442n2u and ticket number 607-[protected]
Dear mr & mrs parmar,
At the onset please accept our sincere & unreserved apology for the inconvenience caused. however, refer to your below query please be informed that we spoke with airline and requested for full refund due to medical reason but they clearly denied on that and advise to go with fares rules.
I checked the rules and it says that cancellation charges will be £250.00 per passenger.

However, we could understand your problems and we crystal travel always come in front to help our valuable customers.
So instead of charging £250.00 we will charge only £225.00 per person and rest we will pay from company admin as a good gesture.

We could understand that might be it will not help you and meet your expectations but this is only the best we can do.

I hope you can understand our situation and will cooperate us.

For any further clarification or assistance, please feel free to reply or call me on below mentioned number.
Thanks & regards
Rohan brooks - manager
38 riding house street, london, w1w 7es
Direct tel: +[protected] fax no: +44 (0) [protected] ext. no 4024
Shift timing: 9:00 – 18:00 gmt

We were badly affected by diagnosis of our son and on top of it we were badly treated by your airlines on refusing to accept our request for full refund on humanitarian grounds. we in fact felt exploited! at the time of refund I accepted £900 as I was mentally, emotionally and financially broken. I had no energy to even think about things other than welfare of my son blesson who was undergoing cancer treatment. but now after many months, while reflecting on the whole case, I and my family feel that we were really treated unfairly and inhumanly by your airlines. etihad airways boast for excellent customer care but in our case we have totally different and bad experience. while reflecting on this whole episode of how refund for our cancellations were handled and settled, I felt that we were treated unfairly, inhumanly and inappropriately.
Hence I have decided to write to you again submitting a formal complain. I feel that our family should receive full refund as we were forced to cancel tickets on health ground of our son. please can I request you to take up this matter with your senior management and let me know your response. I hope our request will be considered favourably and we will be granted full refund.
Thanking you in anticipation,
Sincerely yours,
Nevis parmar

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Etihad Airways fare

To,
Andreia cabrita
Guest relations officer
Etihad airways
4th floor voyager building
Chicago avenue
Manchester
M90 3dq

Dear andreia cabrita,
Subject: complain regarding unsatisfactory refund against cancellation (rqid 496577)
Greetings!
I would like to register complain regarding unsatisfactory refund amount that I received from etihad airways against flight cancellation of our family trip to india.
On 26/04/2016 we booked flight tickets with etihad for our family trip to india through crystal travel agents. our two children, my wife and I were very excited for the trip as we were looking forward to meeting our aged parents and extended family members in india after long time. but sadly on 15/09/2016 blesson, our elder son aged 8 years was diagnosed with cancer. it was a shocking blow to our whole family and we were utterly devastated. his condition became so critical that he had to undergo severe cancer treatment for 29 weeks. when we received this sad news, we as family decided to cancel our trip as there was no way blesson could travel. we contacted your office through email requesting for cancellation of tickets. I herby quote your email dated 22nd october 2016 (rqid 496577) sent to anisa gill at [protected]@swiftglobalaccounting.com addressed to my wife mrs macwan in relation with our first request for full refund against cancellation of our tickets to india. I have copied below content of your email for quick reference.
From: etihad feedback [mailto:[protected]@etihad. ae]
Sent: 22 october 2016 05:53
To: [protected]@swiftglobalaccounting.com
Subject: etihad guest relations [rqid:496577]
Rqid 496577
22 october 2016
Dear mrs mcwan,
Thank for your writing to us regarding your booking to ahmedabad.
I am sorry to hear about your son’s current medical condition.
I can appreciate that this must be a difficult time for you, and as you are unable to travel, you would like to cancel the tickets.
Having retrieved your booking, I understand that tickets were issued by a travel agency under a very restricted fare. therefore, the refund has to be done by them.
However in order to review your case with our finance department, may I kindly advise you to contact your travel agent and to let us know if mstr blossom parmar’s ticket is refundable and if so, how much it will be the cancellation fees.
Thank you for your patience and understanding at the meantime.
I look forward to hearing from you.
Yours sincerely,
Andreia cabrita
Guest relations officer
Etihad airways
4th floor voyager building
Chicago avenue
Manchester
M90 3dq
After receiving your above response we contacted our travel agent. we contacted them through email and requested for cancellation. I have copied below my email correspondence for your quick reference.
From: anisa gill [mailto:[protected]@swiftglobalaccounting.com]
Sent: monday, october 24, 2016 9:47 pm
To: [protected]@crystaltravel.co.uk
Subject: re: booking ref 442n2u and ticket number 607-[protected]
Dear mr rohan,
E-ticket number : 607-[protected]
Booking ref: 4u2n2u
Kindly note that my family were due to travel with your airlines on 21st dec 2016 to 18th jan 2017 from london to ahmedabad, india with the above booking reference. however sadly, our son has been diagnosed with cancer and his treatment is going on and we will be unable to travel. please find attached letters from the hospital.
I would appreciate if you could kindly consider in refunding the travel ticket costs as it is a very hard time for us and beyond our control that we are now not able to travel. I know that your colleagues at crystal travel have notified me that there would be some cancellation charges before the refund, however I don’t mind paying around £50 but anything more than that would be a lot for me at this time as both me and my wife are unable to work due to my son’s situation and hospital runs. I would appreciate if you could kindly consider this as a special case and refund me the ticket as much as possible.
Looking forward to your reply.
kind regards,
mr & mrs parmar
In spite of my plea to consider full refund we were only given £225 per person, total refund amounted to £900 for four persons. following is the email correspondence for your ready reference.
From: rohan - crystal travel [mailto:[protected]@crystaltravel.co.uk]
Sent: tuesday, october 25, 2016 4:55 pm
To: 'anisa gill'
Subject: re: booking ref 442n2u and ticket number 607-[protected]
Dear mr & mrs parmar,
At the onset please accept our sincere & unreserved apology for the inconvenience caused. however, refer to your below query please be informed that we spoke with airline and requested for full refund due to medical reason but they clearly denied on that and advise to go with fares rules.
I checked the rules and it says that cancellation charges will be £250.00 per passenger.

However, we could understand your problems and we crystal travel always come in front to help our valuable customers.
So instead of charging £250.00 we will charge only £225.00 per person and rest we will pay from company admin as a good gesture.

We could understand that might be it will not help you and meet your expectations but this is only the best we can do.

I hope you can understand our situation and will cooperate us.

For any further clarification or assistance, please feel free to reply or call me on below mentioned number.
Thanks & regards
Rohan brooks - manager
38 riding house street, london, w1w 7es
Direct tel: +[protected] fax no: +44 (0) [protected] ext. no 4024
Shift timing: 9:00 – 18:00 gmt

We were badly affected by diagnosis of our son and on top of it we were badly treated by your airlines on refusing to accept our request for full refund on humanitarian grounds. we in fact felt exploited! at the time of refund I accepted £900 as I was mentally, emotionally and financially broken. I had no energy to even think about things other than welfare of my son blesson who was undergoing cancer treatment. but now after many months, while reflecting on the whole case, I and my family feel that we were really treated unfairly and inhumanly by your airlines. etihad airways boast for excellent customer care but in our case we have totally different and bad experience. while reflecting on this whole episode of how refund for our cancellations were handled and settled, I felt that we were treated unfairly, inhumanly and inappropriately.
Hence I have decided to write to you again submitting a formal complain. I feel that our family should receive full refund as we were forced to cancel tickets on health ground of our son. please can I request you to take up this matter with your senior management and let me know your response. I hope our request will be considered favourably and we will be granted full refund.
Thanking you in anticipation,
Sincerely yours,
Nevis parmar

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Etihad Airways multiple payments

This is to inform you that I have noticed multiple payment form my credit cards for changing the filght of the scheduled air ticket. Initially I purchased Air Ticket (e ticket No: [protected] from a agent in Sri Lanka as a return trip. But I had to change the return trip from Tucso, Arizona to Colombo, Sri Lanka because of errorness of booking made by the agent. The returning from Tucson to Colombo was errornessly scheduled on 10th November, 2017. The exact date should be the 10th October, 2017. On this ground, I had to changed the ticket to return from Tucson to Sri Lanka on 10th October, 2017 while I was staying in Tucson. I contacted a person on Etihad Customer Service and he made necessary arrangement to change the flights with a estimated cost of US$ 125+30. I gave him my Credit card No: [protected] of HSBC. He informed me it is not accepted. Then I gave the Credit Card No:[protected] of NDB. SMS alert for my mobile phone [protected]) shows multiple payments form boths credit card. I informed the coustermer care service on 12th October, 2017 after returning to Sri Lanka.

Further, The flight EY 266 was delayed for more than 2 hours due to the technical problem declared by the staff at the Abu Dhabi International Airport on 11th Oct 2017, which was scheduled to depart at 21:25, 11th Oct 2017 and to arrive at 3:30 on 12th Oct, 2017.

Theresfore, I kndly request you to look into these matters and to take necessary steps to refund the extra payments from my credit cards and any compensation (if available) for the delay.

I highly regret for the inconvenience and thanks for your favourable consideration in this regard.

Dr. Chandrasiri Waliwita (W. A. L. Chandrasiri - Passport No: N 3330185

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Etihad Airways delayed flight compensation

Dear Sir/Mam

My Self Suma G Raut,
Director of Aarya Hospitality, Hotel Aarya International Mumbai.
I lives in Mumbai linking Road Khar west,
My contact number is [protected], [protected]
i am a traveler i always book other flights but this was my 1st flight with Etihad Airways but the 1st fly was totally unhappy so now i have my return ticket from UK to Mumbai i will do cancel that for sure and i will tell to others don't travel with Etihad Aiways
I have complaint for Etihad Airways, i was travel from Mumbai to Manchester UK because my daughter got admission in UK so i booked 2 tickets of Etihad Airways for my daughter
and my self so i got connecting flight from Mumbai to Abu Dhabi and Abu Dhabi to Manchester, but Mumbai to Abu Dhabi Flight EY203 was delayed for 3 hrs due to
that we missed our Abu Dhabi to Manchester flight and 2ns flight was next day so we stayed in hotel in airport and paid our own 900 AUE because Etihad Airways Airport Staff was
so much rood in talk and they didn't cooperate us they said its normal sometime flight got late
now we will give you other flight for free but stay and food is not our responsibility you people have to take care by your own self, that time i was shocked with that answer
but now i want clarification and compensation of my time, my food accommodation and i got mentally torched with that behaver so tell me you people will do something or should i go in Indian consumer Cort.

Airlines name : Etihad Airways
Travel date : 30th Sep 2017
Flight No : EY 203
Mumbai To Abu Dhabi

my complaint please try to resolve as soon as possible.

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Etihad Airways flight schedule change - issue with charges

I have booked a ticket for eithiad airways vide pnr xewkdn and rgmppx wherein I had booked through makemytrip.com for travel from hyderabad to abu dhabi (20th november) and later from abu dhabi to madrid (21st november, 2017). There is no problem with this ticket.

However the subsequent ticket from madrid to brussels for 26th november was cancelled by the etihad airways as it has become inoperational. I received an email with the new schedule pre-ponement of my timings.

Now when I speak to customer care of eithiad airways they say that since the new schedule was not confirmed by the customer, since it has been already been a month, they are expecting fare charges for this ticket. As a customer I was not informed about the changes except through email and its not mandatory on the part of the customer to check his email as per law. I did not receive any call requesting for confirming of this new timings.

I gave the airlines three option
1. I am ready to forego this ticket from madrid to brussels and I would make my own arrangements to brussels and the rest of the tickets be same.

Airlines is asking to pay fare charges. Not sure what is the fare difference that they are expecting when the customer is foregoing his flight and making his arrangement

Second option
To issue the alternative ticket as the flight was cancelled by the airlines for which the customer does not have responsibility nor it is mandatory for the customer to keep on checking his email box for any emails. The alternative tickets issued to be prior was not reserved as they say I had failed to revert them back. Is it not obligatory on the part of the airlines to intimate the customer about the changes? And now the airlines customer care say even if the alternative ticket that was suggested by the airlines was to be taken up they want date change charges to be given by me. Where is the justice here?

3rd : refund the entire amount paid and I will buy a new ticket.

Thanks
Vaidyanathan
[protected]@yahoo.com
[protected]

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Etihad Airways etihad airport staff complaint!!

My wife and I were booked on a flight from JNB to Abu Dhabi on the 1 Oct 2017 scheduled to arrive at 0545am the next morning on Alitalia. Booking ref 4jeleh.

We were approached by Ethiad staff member Lionel who advised that flight was fully booked, he coerced us with a 300USD voucher and a earlier flight from JNB to FRA and that we could use the voucher for any Ethiad flights or services.

None the wiser not only couldnt we use the voucher for Boutique on flight airport lounge or for an upgrade as the entire ticket was changed over to Alitalia.

We arrived early in Rome and we could not get a transfer from the airport to the hotel and neither could we check in early, the reality finally set in that we were done in.

For all the services we requested with the voucher we were turned away and embarrased as Lionel did not mention it was funny money.

The experience has really left a bad taste in my mouth and I will be sure to share my experience.

Kindly note that myself and my wife are first time flyers and went on holiday to renew our vows in Rome, this obviously went pear shaped in most instances.
We have arrived today in Abu Dhabi on our return today and have been pushed from pillar to post, email seems to be our last resort before taking the matter forward.

I would like you to consider a reimbursment for my inconvience and not a voucher that cannot be used.
I will patiently antivipate your response.
Dissapointed customer Mr Lyle Fortoen
Mobile [protected]

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Update by Lyle Fortoen
Oct 19, 2017 3:34 am EDT

Ref : 591400
Date : 18 October 2017
Dear Mr Fortoen,
Thank you for writing to us. We will investigate your feedback and a member of our Guest Relations Team will be in touch with you as soon as possible.
In the meantime, thank you for your patience.
Yours sincerely,
Maryam Alkaabi
Guest Community Relations

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

Update by Lyle Fortoen
Oct 19, 2017 3:30 am EDT

INTR:[protected] Morning All, We have lodged a complaint and received a response on the 18 Oct 2017 Thanks Lyle

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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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Contact Etihad Airways customer service

Phone numbers

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

Website

www.etihad.com

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