Etihad Airways
reviews and complaints

ETIHAD COMPLAINT-

Flt EY0016 due to depart MAN 0905.
My booking reference YBVKBP
Departure Sunday 30 Sep 2018 to Abu Dhabi Airport

Flight terminated after remaining on tarmac between 8.10am and approx. 2.30 pm. Reason for delay initially stated as congested airspace over Europe & Turkey.
Later changed to an "indication on the flight deck that only needed paperwork to be sign and we would be on our way", after several complaints we were not being updated.
The pilot promised updates but failed to adhere to his own deadlines and we constantly had to ask airline staff for information, with zero response as the pilot makes the decision.
No food or drink was offered other than a cold chicken shawarma and a small packet of crackers over s 4-5 hour period. We requested an alcoholic drink and was told that they could not be served whilst on the tarmac. I later discovered from one of the Business Class passengers that they had been served champagne, - double standards!
No breakfast or other food served despite not having eaten since 4am that morning. Requested complaint form but told by cabin staff to do so online.
Requested wi-fi to notify family regarding delay. Advised by cabin staff that no internet would be available until we were airborne.
We were eventually told at approximately 2.00pm to disembark in sequence according to our various final destinations, that involved connections.
Only a few of us were grouped together in the air bridge and told we would be taken by coach to a hotel, there was still a large number of passengers on the aircraft that were unaware. When contacting Etihad, some passengers were told that the Etihad staff that were boarding the overnight passengers onto the coaches to take to the local hotels were told their next flight they would be on and the pick up times for that flight to be met, this is simply not true.
No further relevant information was given to us either prior to boarding the coach, on it or at the hotel. Some passengers received emails during the night telling them alternative flights they should have got on, however passengers only saw those emails when they rose from their beds, by this time it was too late. One passenger was given 45 min warning to get to departures or face another delay. No Etihad representative at any stage called a meeting to brief us on our onward flight options, either that evening or at breakfast. The only information was a handwritten note at reception advising us to contact an Etihad number. When called, it confirmed that they would only deal with those who had booked direct through Etihad.
A few of us therefore went over to the Etihad desk at the Departure lounge in Manchester and were informed that the desk had been closed for months!

No one was available to speak to us
Many apssengers were convinced that the pilot held on and on, keeping us all on board! This in effect kept the crew on board and eventually the crew and cabin staff went out of hours and then could not fly us anyway. If a new group of cabin and flight was to have been called out, this would have been at a huge cost especially flight crew. When checking in the next day Etihad staff at the departures told us that the aircraft that went tech was then flown back to AbuDhabi early hours of Monday 1st October.

Prior to leaving the airport for the hotels we were told that we were all going to be flying on the EY16 aircraft, early hours of the 1st October. When we were eventually told by email on Monday 1st October and given a new flight EY 22 the passengers that had already been delayed for 36 hours then had to que behind the EY 22 passengers, this then caused a large number of husband and wife couples being separated due to the overcrowded and dis organised flight.
The whole situation was a shambles. If this is to happen again I would be happy to be interviewed by your HR staff in order to give some positive pointers to anyone planning future contingency matters. In the meantime, I am here formally claiming the full compensation that is due to me. In accordance with the European Commission's Mobility and transport regulations you are obliged to refund me 600 euros, and I trust you will do the honourable thing and contact me to arrange details of my bank account.

You placed your airport duty manager-Mr. Jamil Hafesji- in a very difficult situation. Thanks to his valiant attempts, and no thanks to your poor contingency planning, we did manage to get accommodation but this in no way helped to ease a 36 hour delay and subsequent deep disappointment and embarrassment at being absent from our planned Monday 1st engagements.
You can contact me on +44 (0) [protected]
Yours truly,
Peter Kormylo

My name is Julie McGregor and I traveled with my young son Hayden Martin. On the 28th of March 2016 I boarded a flight EY486 from Dublin to Abu Dhabi due to take off after 2200 hours in the night after traveling through out the day which is where I come to this connecting flight to Perth Australia. When we had landed in Abu Dhabi to change to our connecting flight there was approximately 7 to 7 and a half hours delay in total through out the night. We had a delay in boarding of up to an hour and then we were allowed to board, we boarded the flight and were left waiting to take off for nearly 2 hours on board to then be told we needed to be removed from the plane. We got off the plane and we're given vouchers that allowed us just about enough for a slice of pizza and a drink that was between me and my son! So I had given the slice of pizza and drink to my son as he was only reaching 4 years old bearing in mind I had no buggy for him to sleep in as it was checked in after we had boarded our flight from Dublin and the worst was there were no buggys available around the airport to let my child have a sleep either. When we FINALLY got a call over the intercom to go to a gate (3 or 5 not sure it was a low number), which was about a 10 minute walk through the airport to this gate to be met by NOBODY, no body was there for another number of hours to give us any reasons to why we were delayed, to why we were being put through this awful experience for the money we paid to travel with this company surely we should have been given a reason but we were not! I traveled on my own with my son and cried in a corner terrified of the strange country I was in and how the hell am I ment to find my family, WHEN will I get to see my family how long will it take. It was over a bereavement I was traveling in the first place! To be treated the way we did and be hungry and thrown from gate to gate with no answers had terrified me from traveling not only long distances but even short ones for that matter. And still I am clueless to why we had to go through this.

I travelled to austrailia on our honeymoon with etihad on 2nd of october 2018, we flew from glasgow to dublin and then from dublin to abu dhabi anf then on to melbourne. the flights were perfect and all on time and had no issues. then on tue 9th october i received a text message to say our flight from dublin bk to glasgow was changed from 18.30 to 10.00 tht morning on 17th october even though we did not arrive to dublin until 15.00. i then spent 3 days trying to get through to etihad to get this matter resolved ruining 3 days of our honeymoon with the stress as i was travelling with 2 kids and did not want to be stuck in an airport for hours trying to sort this out. i have now got a phone bill for over £100 due to phoning for these 3 days to sort this out to be then placed back on the orginal flight we wer on in the first place.

I want to let you know about my experience flying with Etihad Airways on October 15th, 2018, flight #101 from Abu Dhabi to JFK. The flight attendant continuously bumped my arm and didn't apologize and would look back and smile at me. A baby cried the entire flight and nobody checked on the mother to see if she needed help. My luggage was damaged and I tried contacting the airline and the baggage claim center with no response. I am a first time passenger and I will not be using or recommending your airline again if this is the way customers are treated. I am very upset at my treatment. Please contact me regarding the baggage claim that I have repeatedly attempted to contact you about. My telephone number is [protected]. Thank you very much.

Hello

on 16.10. i enteted the online visa link to get a tourist visa for my holiday from 15.12. to 29.12. the first the system asks is when do you arrive and i could chisse the 15.12. from calender all other dates were closed.
So if i could choose it that means it is valid but the visa department told me it is only valid until latest 14.12. so i am a tourist coming for 1st time and it is not my problem if the system is not correct it takes my date and money but it is not valid.so please rebook it so it is valid for entry on 15.12. or return my money and i will make a new one in november so i dont get problems whe i arrive.attached is everything.also you can see on screenshot my profession is cook and in the visa it is a wrong one.

Dear Sir/Mam
This is BHISHM PRASAD, had flight on 9th October 2018 from NAGOYA ( JAPAN) to ABU DHABI then ABU DHABI to DELHI (INDIA).
My PNK No. Was - MXZQVQ
ETKT - [protected]

I was charged 100 USD because My name was miss match according to executive but there was no miss match according to my passport . I paid 100 USD by my Visa card. I was told to collect ticket after 30 minutes. When I came to ticket counter, I was Informed that 100 USD will be Reimbursed in my account but still my money has been not sent. Plz find the attachments.
Please Pursue this matter.
Best Regards
BHISHM PRASAD

Hello,

Please help.

On Oct. 1st upon landing at MXP I found that my baggage had been broken (hole).
At the damaged bag desk at MXP I was told that there was nothing they could do since I had flown in on Etihad (they had staff in place for the other 2 MEA carriers).
They only thing they could do for me was provide the email address [protected]@etihad.ae . I submitted my claim that same morning with all documentation attached.

On Oct. 3 I got a response (RQID: 667499) that documentation should be resubmitted:
-passport copy
-boarding pass
-E-ticket
-baggage tag receipts
-file reference number
and on Oct. 4 I resubmitted everything.

Today 10 days have passed and I didn't get a single response, despite my follow up emails asking if everything was well received.

Good thing I was a business class guest with Etihad Guest gold status... I don't even want to imagine the response times if I was a standard passenger.

What is going on Etihad? First 9 months to get miles credited for almost a dozen flights, and now this?

I booked a return flight from Toronto to Islamabad. On October 8th when I reached at Islamabad airport for Toronto Eithad counter staff said flight is just closed. I told them it is still about 1:45 hrs for flight departure and showed them the email that I received from Etihad that flight is delayed till 9:45 PM. They said they are not aware of any delays. I still have the email and seems to be quite genuine. This needs to be investigated. Had to pay over fifteen hundred dollars to reach back to Toronto.

I m regular customer and prefer always etihad airways I want to complain about etihad service my ticket no reservations no LIZNTE, E -ticket 607-[protected] from Abu Dhabi to Kathmandu nepal, timing October 10, 1 :55 pm but when I reach the airport they refused me to take on board and I has confirmed business metting in Kathmandu October 11 morning also my family came Kathmandu on domestic flight from Biratnagar to Kathmandu so I bear a lot of money and my time and my business metting so pls compensate me waiting for u r replay I have ticket I should be in nepal but still I m in Abu Dhabi waiting for u r kind replay

Date of Journey: 27th Jul 2018
Route: Hyd - Abu Dhabi - London - Raleigh NC

During our recent journey, we were given misleading information about the baggage allowance. We progressed through the checkin at the airport and validated the allowance at the counter. Once we are abroad the aircraft before departing the gate a team of 4 etihad representatives came and started harrasing us to pay for one of our checked bags. We tried to reason with them that we were not informed about it at the counter and if we were we would have gladly sent the bag home and not check it in. I was travelling with a toddler and a 4 year old and we were put in an embarrasing situation infront of the whole flight and forced to pay. We stood our ground and we were then told we will have to pay it in AbuDhabi. Before we change our flights.

By this time kids were impatient and crying, and I developed sudden fever and weakness and couldn't discuss more. In Abu Dhabi, we were checked into the transfer gate and there was not information about any futher payments required. My wife carrying the toddler had to go around the airport looking for a ethidhad customer support counter to discuss the matter. There was no help from any corner and the customer support folks flatly refused to listen to us and threatned us to be detained if we don't pay the fee. We had to try and find out where the customer service desk is to resolve this issue, if we hadn't the gate customer folk had no idea about this whole matter and all they did at the end was to cross check if we have paid it at the time of boarding. What if we hadn't tried to reach out the customer service desk, we would have simply been detained since Etihad has no coordination among themselves between various counters and would have caused great incovenience. I was seriously sick by this time and my wife had to tug around the one year old and a 4 year old and the carryons all by herself. We have been frequent fliers on Etihad but never been caused such an inconvenience and embarrasment before. We for one are not flying Etihad anymore and my family and friends have been informed about and they will think twice before taking an Etihad flight as well.

My daughter is 7 years old.
We have 3 business class seats for return flights Abu Dhabi to Sydney where all family members are seperate (ie, do not have the option of seating my daughter next to one of us in a centre seat).
My daughter was sick on the last flight Sydney to Abu Dhabi and desperately does not want to be seperate from me - I don't even know if she'll be able to cope being seperated for 16 hours where she can't see me at all.
I have contacted Etihad through Facebook, our travel agent and via phone. They say they cannot seat is together. I have sought legal advice which says that Indira should be swayed with me because otherwise Etihad will be liable should anything happen to her because we are seperated. I do not know why this is so difficult and why the staff continue to be so cold in their responses.
The flight attendants on our flights to Europe said they would not be comfortable with her being seated alone.
My next option is to try Twitter or a public Facebook post but we have spent $35000 on my mother's last trip to Europe and I would much prefer it if we could just enjoy our flights.
I am now extremely distressed at the thought that my daughter will be hysterical at being by herself (she is very nervous on the A380s) and that we will need to use a different airline and ask for a refund (which it sounds like we'd have to take legal action to recover).
Every other airline I have contacted has said they will seat my daughter and I together in business class and they too said that this policy of Etihad is ridiculous.
I hope someone can help me.

I was travelling from newyork(JFK AIRPORT) to new delhi via connecting flight -abu dhabi. EY 100 4th oct and EY 218 5th oct. my 2 big bags with all my important stuff have not reached and delhi staff is replying that we only talk via emails with overseas etihad team.
I have all my stuff in my bag and its financial as well as mental loss as well.

There is no direct number to contact and there is no quick response. I am currently in delhi and how to survice with all my main baggage i dont understand.

I want the company to look into it asap and my both bags shoule be recovered as i handled at jfk airport.

Myself Prajeesh olayattmeethal -guest number -[protected] . I had booked one ticket to travel from auh to new delhi on 06/10/2018 (3 am flight) and i reached airport on time but your staff informed me that your flight already over filled so you cannot travel by this this flight( EY 228), we will reschedule to next flight . Because of this one I missed a valuable meetings with my clients. I am frequent flyer but i never experienced such an unfair situation with other airlines thank you

I am a silver member frequent flyer of Jet & Etihad with no. 9W [protected]. I reached the boarding pass collection counter at Amman Airport, where on screen it was clearly mentioned for Silver and no placard found for not Silver. Then one crew member name Mr. M. Beizat asked me to join the general questions. I told him that there is clear display for silver members and no placard for only Platinum and gold. In this process I wasted one hour of my precious time in question and had to join the general queue far back. Then I hound one gentleman of UAE residence came with silver card and he was allowed. Later we also saw that he started using the two general counter for issuing boarding pass for platinum and gold members from general counter. I regret to inform that such services from airlines like Etihad is not acceptable.

30 sept 2018
Jaymina Patel
Flight no EY 204
Chicago to Mumbai via Abu Dhabi
So from Chicago the whole day from 24 hours we tried to check in because we had an extra baggage.
Online we checked the baggage charges where 88$ to begin.
But as the airlines did not allow to check in.
We had to get the extra a baggage to airport and was charged 320$.
This was so crazy, plus the staff was not co operative after we explained the situation.
My mother was under disability so did not argue and paid the extra charges.
But I am disappointed with eithad services as I have travelled so many times and never had a problem, like this .
I request a good compensation.

Respected Rep, Assalam o Alaikum

I, Mr. Kashif Azam along with Mr. Muhammad Zakir and Mrs. Muqaddas Zakir were scheduled to travel through your flight EY 090 from Athens to Abu Dhabi on Saturday, 29 September 2018. However, due to bad weather the flight was cancelled and passengers were provided with accommodation and food at hotel by M/s Goldair Handling. We were told that our rescheduled flight will be departing at 1200 hrs next day so we are required at the airport by 0800.

Three of us were asked to go to Hotel Hilton, Athens. We were asked to use 2-way taxi at our expense for going to hotel and coming back to airport next day for which we will bring the taxi bill and our amount will be refunded at the airport by M/s Goldair Handling. We told them that our luggage is large enough (6 suit cases and 3 hand-carries) that cannot be accommodated in a taxi, but nobody listened to us as there was chaos at the company's counter due to handling of large number of passengers.

Anyhow, once we passed through the long taxi ques outside the airport, we were not allowed to select taxi suitable to accommodate our luggage. Security people were asking us to board the taxi that is available in front of us instead of making selection. As it was night time and raining, therefore the taxis were asking about 80 to 90 euro for airport to Hilton hotel that is at a distance of about 1-hour drive. Usually the nighttime taxi fares are greater than day time fares in Athens. If we would have selected 2 taxis, it would have cost us about 160 to 180 euro. Instead, we asked for limousine that accommodated our all luggage and dropped us at hotel Hilton in 120 euros.

Next morning, we shared our 2 suitcases with some other passenger travelling to airport from hotel Hilton by group bus and with our remaining luggage we managed one taxi to reach airport at the cost of 40.25 Euro as day-time fare.

Once we presented our both bills to M/s Goldair Handling for refund, they refunded our 40.25 euro taxi fare but refused to refund our 120 euro limousine fare. For that they asked us to request your office for the refund.

In view of the aforesaid, you are kindly requested to give our matter a favorable consideration and provide us with the refund of 120 euro that was neither under our control nor any other option was provided to us.

I am enclosing pictures of my next flight boarding card, the limousine bill and the receipt of 40.25 euro bill refunded by M/s Goldair Handling.

I may be contacted at my email [protected]@gmail.com and my cell number +[protected] through call, SMS or WhatsApp.

With sincere regards,

Kashif Azam

To whom it may concern, my name is Hala Madi. I am an Australian citizen and I line in NY USA currently on working visa as a physician. I got married in Lebanon on Saturday 9/29/18 and arranged for my honeymoon in Bali. My flights were booked from Etihad airlines, in Beirut each me and my husband were given three boarding passes. One from Beirut to Abu-Dhabi, another from Abu-Dhabi to Kuala Lumpur and then to Bali. After more than 24 hours of flying we arrived to Bali, and I was not allowed in because my passport expires in less than 6 months, NO ONE FROM ETIHAD AIRLINES INFORMED US ABOUT THAT, although I asked and they said we are good and gave us boarding passes. I have used this passport to enter Canada and Lebanon in the past 2 months without issues, so if Etihad airlines informed me then I would have arranged for different destination instead of flying out for 24 hours. We had to buy tickets out of pocket from Bali to Kuala Lumpur and now staying in a hotel at the airport not knowing what to do. I have lost three days of my vacation. We had way better expectations from airlines with your magnitude. I have lost my reservations at two of the most expensive hotels in Bali and extra money for hotels and flights. I also had scheduled return flights from Bali to Canada on Sunday 10/7/18. We have lost all our money, my honeymoon was ruined, and lost at least three days out of my 7 days vacation. I am requesting refunds as well as changes in dates and destinations of my already scheduled flights on Sunday 10/7/18. If I am to choose another destination to spend the rest of my honeymoon I expect Etihad airlines to fix it for us otherwise this is going to be a matter of law, I look forward to hearing from you regarding on how to fix this matter. Thank you

Dear Sir/Madam,

May I tell you my complaint, Suggestions and Request of Compensation for Physical damage and Mental Stress as follows:
1. Complaint: My finger is wounded due to you paper material (hand carry bagage tag, picture attached).
Event: After I passed through the immigration final hand carry bagage check at NAIA yesterday 9pm Manila time, my finger at my left hand was wounded by your bagage tag when I left my bag.

2. Suggestion: Please replace the quality of your paper materials used in hand carry bag tags to avoid similar incident in the future.

3. Request for Compensation: I am asking payment for my physical and mental stress at the amount you deem morally justifiable and fair to me and your prestigoius company.

Respectfully Yours,

Engr. Ricardo E. Villarin Jr.

To whom it may concern, my name is Hala Madi. I am an Australian citizen and I line in NY USA currently on working visa as a physician. I got married in Lebanon on Saturday 9/29/18 and arranged for my honeymoon in Bali. My flights were booked from Etihad airlines, in Beirut each me and my husband were given three boarding passes. One from Beirut to Abu-Dhabi, another from Abu-Dhabi to Kuala Lumpur and then to Bali. After more than 24 hours of flying we arrived to Bali, and I was not allowed in because my passport expires in less than 6 months, NO ONE FROM ETIHAD AIRLINES INFORMED US ABOUT THAT, although I asked and they said we are good and gave us boarding passes. I have used this passport to enter Canada and Lebanon in the past 2 months without issues, so if Etihad airlines informed me then I would have arranged for different destination instead of flying out for 24 hours. We had to buy tickets out of pocket from Bali to Kuala Lumpur and now staying in a hotel at the airport not knowing what to do. I have lost three days of my vacation. We had way better expectations from airlines with your magnitude. I have lost my reservations at two of the most expensive hotels in Bali and extra money for hotels and flights. I also had scheduled return flights from Bali to Canada on Sunday 10/7/18. We have lost all our money, my honeymoon was ruined, and lost at least three days out of my 7 days vacation. I am requesting refunds as well as changes in dates and destinations of my already scheduled flights on Sunday 10/7/18. If I am to choose another destination to spend the rest of my honeymoon I expect Etihad airlines to fix it for us otherwise this is going to be a matter of law, I look forward to hearing from you regarding on how to fix this matter. Thank you

Dear Sir,
I Subhadeep Halder, buyed both ways Tickets from Etihad Airlines for my Russia Trip.e-Tickets number:6072946273948C4.on 25th of 2018 i travelled from St.pettersburg to Delhi.we complete my check in with my two luggage but After reaching Delhi we founds only one luggage.when I going to complain about it's first etihad employ said that he will not Avail to take complaints.then after doo many coneversation he ask for my original tag for lost luggage and said me that he taking complain but will not provide any receipt copy. I didnt find any alternate way so I agreed that and take my complaints photo copy and original tag photo also.thay taken original luggage tag from me and inform me that within 3days they will delivery my luggage in my door step.but till day they didn't inform me about my luggage. Please give me a solution about it.