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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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Etihad Airways all luggages are missed

I flew with Etihad along my family from Melbourne, Australia to Peshawar, Pakistan via Abu Dhabi on 12/03/2018. I gave 5 carton in luggage at Melbourne Airport, however we reached to Peshawar Pakistan after long haul flight, so waiting in Peshawar, Pakistan airport after long time wait they announced many of luggage are left at Abu Dhabi airport. We put all our necessary clothes in luggage bags which missed. Now I spent couple of thousand rupees to buy more clothes for kids and family. With this flight I am very disappointed. Please Etihad customer service help me and sort out my issue.

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Etihad Airways mishandled baggage

Hi, I have submitted all the information through email, almost 10 days ago, as I had travelled in Etihad airways on Mar 1st, from Bangalore to Chicago via Abu Dhabi. I have got mishandled baggage, my Samsung galaxy tab was broken, and my specific cooking oil got spilt - clothes and suit case were damaged with oil! I have asked them to put fragile tag while checking the luggage in, but no one had done this! I am awaiting a reply from a that time after attaching all the required documents. I now have the return flights on 15th. Not sure how this case is being handled, waiting for so long.

My Booking reference is PL9FR2.

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Update by Lakshmi Gayatri
Apr 05, 2018 12:21 am EDT

Thanks for your reply on the email. I have taken proper care for the things that I packed in my check-in luggage, but still the galaxy tab is broken, then think of how hard the bags were thrown. I really need compensation to get it repaired (total damage was minimum $400 (USD)). Now advise what can be done.
Thanks!

Update by Lakshmi Gayatri
Apr 02, 2018 10:49 am EDT

May I know the estimated time to solve the issue? The galaxy tab that was broken is $300 (USD). And all other damages are up to $100. I need the claim details as quick as possible. I want to know when I will have to expect a reply.

Update by Lakshmi Gayatri
Mar 29, 2018 8:55 am EDT

The case number is 623254. It's been close to a month now. No response till now! There should be some ETA for every task, when professionals do it. Please update me ASAP on the claim.

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Etihad Airways misleading luggage information. had to pay $1,000 while check in

I am really disappointed by the customer service & how the company handle complaints. The story that I have booked a flight to Sydney, rang the customer service centre to enquire about the luggage & was told that luggage allowance is 2pc x 23kg each. I requested a confirmation & she told me "sir, the call is recorded & i confirm that luggage is 2 x 23kg". Went to the airport & was surprised that i had to pay around $1, 000 for extra bag, as the clerk on the counter said that the allowance is only 1 x30kg. Rang the customer service center & give them the initial call details; date, time, clerk name.. etc. then they heared the recorded call & the supervisor rang to confirm that their clerk did a mistake by passing the wrong information. Then she promised that she will see what she can do and will come back to me. Nothing happened for 3 weeks, so i had to ring them numerous times & every time i had to explain the whole story again.
Regretfully saying that this is the 2nd time, as last year the same story happened which the clerk passed on wrong information & i had to pay at the airport, but unfortunately i didn't record the call details. So this time i recorded the call details as a reference, but nothing happened.
I used to always travel with #Etihad_airways but not sure what happened to their management level.
I won't recommend this airline as they don't seem to be professional, neither in passing on the information nor in complaints management.

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Lakshmi Gayatri
, US
Mar 11, 2018 5:20 pm EDT

Hi, I have submitted a the information through email, a week ago, as I had travelled in Etihad airways on Mar 1st, from Bangalore to Chicago via Abu Dhabi. I have mishandled baggage, my Samsung galaxy tab was broken, and my specific cooking oil got spilt - clothes and suit case were damaged with oil! I have asked them to put fragile tag while checking the luggage in, but no one had done this! I am awaiting a reply from a week after attaching all the required documents. I now have the return flights on 15th. Not sure how this case is being handled, waiting for so long.

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Lakshmi Gayatri
, US
Mar 11, 2018 5:22 pm EDT

My Booking reference is PL9FR2

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Etihad Airways
, AE
Mar 14, 2018 6:33 am EDT

Hi Lakshmi, can you please send us your Case number that you have received from sending us the email? Or please send us your email address in a private message on one of our social media channels (Twitter, Facebook.) Thank you. *Marc

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Etihad Airways delayed packages at abu dhabi airport

Hi,
We have some package being sent to Iran from the US. They have departed from Chicago btw one month and two months ago but there is no update on them.
The packages being sent to Iran are going to a transit airport in Abu Dhabi United Arab Emirates and the time and the hour that the packages were departed from Chicago is exactly the time of an Etihad flight from Chicago to Abu Dhabi.
However, the packages are not arrival scanned in Abu Dhabi airport and delayed for more than two months.
I called Iran's post, they checked the packages status and said that they are in Abu Dhabi.

Here the details of some of our packages:

Dispatch Identifier:
USORDA IRTHRA A CN 7 0224
Track Numbers:
CJ541444719US
CJ541444753US

Dispatch Identifier:
USORDA IRTHRA A CN 7 0237
Track Numbers:
CJ542909056US

Dispatch Identifier:
USORDA IRTHRA A CN 7 0241
Track Numbers:
CJ543080146US
CJ543080129US

I want ro receive them.
We have sent email and called to Etihad airlines and they told us:

"Dear Sayyed,
We got the confirmation from the mail handling team that all the mail bags are in Abu Dhabi. Since we stopped service to Tehran, our team is working on finding a way for the bags to be forwarded to you as soon as possible. We will keep you updated.

Jelena Milic
Customer Service Agent"
Feb 25, 2018, 9:05 AM

After that we haven't any notice from or packages.

Thanks,

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Update by Ehsan1363
Mar 11, 2018 1:44 pm EDT

Thank you
But i don't know why your team don't ship them to Dubai and then ship them all with a flight to Tehran?

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Etihad Airways late 40 minutes from manchester then next flight from abudabi islamabad

My name Mr ajaz Saleem flight from Manchester airport to abudabi but late 1 hours then abudabi to islambad late again 2.30 hours flight no (EY16) Manchester but abudabi to Islamabad (EY231) late what going on I want my money back ticket they charged me 1 kilogram £50.50 what's going on my number uk [protected] Bradford 3 within s close bd59ef thanks

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Etihad Airways tickets

Dear Team,

It is with a lot of regret that I would like to bring to your notice an issue that I have been facing since a very long time and have been struggling with. I have not received a refund of a ticket that I cancelled many months back. I have been following up endlessly to get a status and every other time I have received different updates for the same. Each time I call, I receive a new reference number and no clarity on the refund processed.

Very disappointing. Will never book Etihad again!

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Etihad Airways unethical behaviour

Hi Team

I am writing this note to express my high dissatisfaction and extremely poor experience with the services of Etihad Airways.
I and my family flew from Manchester (UK) to Thiruvananthapuram (India) via Abu Dhabi on the 07 Feb 2018.
I reached Manchester Airport and was able to get into the queue for Check-in at 05:15 Am for the flight scheduled for 08:10 Am.

It took more than an hour to reach the check-in counter as there was a big queue in front of me. The officer at the counter told me that the baggage policy has changed

and as a result the dimension for the cabin baggage has also changed. They have asked me to drop the cabin luggages into the instrument to measure the dimension.

Unfortunaley two of the cabin luggages doesn't fit well into the instrument and they told it can't be taken as cabin luggages. In order to take it as check-in

luggage, she asked me to pay 250 GBP. I was shocked as I have used the same bags as cabin luggage in multiple flights earlier, including a travel earlier on Etihad

Airways. It was standard cabin luggage size, however she refused to take those as cabin luggages. Finally I accepted to pay it, but wanted to do some rearranging of

the stuff inside and asked for a few minutes. However they said I will need to check-in within 10 minutes otherwise the counter will be closed. I was really threatened

by one of the Etihad staff as well.

I left the counter and rearranged some stuff and within 10 minutes I approached the counter again. This time it as different counter and a different officer.
She weighed the bags and this time told I will need to pay 569 GBP. I was literally shocked this time and told the counter I went earlier has asked only 250 GBP and

now how it changed to 569 GBP. She told she doesn't know about how the other officer calculated it. She is not even showing patience to listen what I am trying to

explain. I asked her if I can go the previous counter, and the answer was 'no'and told they are closing the check-in counter. Icould see there were other passengers

also who was also debating with the staff for the same reason. I was threated again that I will need to check-in immediately otherwise I and family will not be able to

board the flight. Finally I paid 569 GBP and did the check-in. They asked me that I will need to run to do the security check-in as the boarding has already started.

The time was around 7 Am. I literally ran and did all the security check and reached the boarding gate. However the boarding was not even started. I waited there for

another 35 minutes before they called for boarding. I, my wife and my daughter was totally tired, both mentally and physically.

From the heart I can say, it was the most unpleasant flight journey I have had in my life so far.

I have travelled with Etihad Airways in the past as well, but never had any such experience. I would like to know is this the way Etihad is treating its customers.
I am eager to know what action Etihad would take in this issue, including refund of any amount which I have lost due to the unfair treat from its officers.

I have provided the flight and ticket numbers below for your reference. I can provide more evidence, viz copies of ticket and the additional charges paid, if you wish.
EY16 - Manchester to Abu Dhabi
EY272 - Abu Dhabi to Thiruvananthapuram

E-Tickets : [protected],
[protected],
[protected]
Regards,
Don (+91-[protected])

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Etihad Airways delayed flights

We had a delayed flight from Manila (Flight 423) last Monday February 25 and it took us 40 hours of delays and lay over and so exhausted and my husband got sick when we arrived Charlotte. I was so proud to tell my friends and my husband that Etihad is one of the best airline since I had an experienced with the airline before and to both our dismayed it was the most tiring and exhausting experienced ever of all my travels. The staff who re routed us gave us the wrong information about the lay over time in Abu Dhabi and it took us 6 hours of waiting in Washington going to Charlotte when she could have put us in an earlier flight. The food has no option, we are not vegetarian and we were seated in the window and middle seat even if we paid extra for our seat selection.

This experienced has been very displeasing and disappointing and we will not take another flight from this airline again.

James Giles/ Alma Soberano
February 25 and 26, 2018

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Etihad Airways flight ey 211 18 february 2018

Etihad airlines

I wish to express my disappointment in the way my situation was handled regarding flight EY 211 on 18 February 2018.
On Sunday 18 February when I boarded the plane, I notified the flight manager that I was vomiting. After a quick medical assessment and some tablets intended to stabilise my condition, I was told I would not be taking the flight. This was despite my willingness and eagerness to fly. The flight manager denying my passage, assured me, "Don't worry, Etihad will take care of everything."
I took this to mean that the airline had my well-being in their interests and that "Etihad would take care of everything." This was not to be.
I was subsequently escorted off the plane in a wheelchair. Airport staff later took me to a doctor, baggage reclaim, and the airport clinic where I was put on a drip for 90 minutes. I was weak and exhausted.
When I was dismissed from the clinic, there was nobody to assist me.
It was up to me to find a hotel, arrange a car, and book a new ticket for the next possible flight back to Johannesburg.
I was utterly dismayed as the statement, "Etihad will take care of everything" lead me to believe that the airline would assist me to find and bear the cost of a hotel and reissue a ticket for the next available flight at no cost to me.
None of this happened.
I was extremely frail due to my condition and was in need of all the assistance I could get. There was however none offered other than that of the airport staff, which was itself limited. And in fact, Etihad took care of nothing at all.
I therefore appeal to the airline to make could on the promise made by the flight manager on ET211 and at the very least deem it reasonable to cover the cost of the ticket in light of the above poorly handled situation which has left me reluctant to use Etihad in the future.
Thank you

Iza Goldwasser

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Update by izafg
Feb 26, 2018 1:54 am EST

Etihad airlines

I wish to express my disappointment in the way my situation was handled regarding flight EY 211 on 18 February 2018.
On Sunday 18 February when I boarded the plane, I notified the flight manager that I was vomiting. After a quick medical assessment and some tablets intended to stabilise my condition, I was told I would not be taking the flight. This was despite my willingness and eagerness to fly. The flight manager denying my passage, assured me, “Don’t worry, Etihad will take care of everything.”
I took this to mean that the airline had my well-being in their interests and that “Etihad would take care of everything.” This was not to be.
I was subsequently escorted off the plane in a wheelchair. Airport staff later took me to a doctor, baggage reclaim, and the airport clinic where I was put on a drip for 90 minutes. I was weak and exhausted.
When I was dismissed from the clinic, there was nobody to assist me.
It was up to me to find a hotel, arrange a car, and book a new ticket for the next possible flight back to Johannesburg.
I was utterly dismayed as the statement, “Etihad will take care of everything” lead me to believe that the airline would assist me to find and bear the cost of a hotel and reissue a ticket for the next available flight at no cost to me.
None of this happened.
I was extremely frail due to my condition and was in need of all the assistance I could get. There was however none offered other than that of the airport staff, which was itself limited. And in fact, Etihad took care of nothing at all.
I therefore appeal to the airline to make could on the promise made by the flight manager on ET211 and at the very least deem it reasonable to cover the cost of the ticket in light of the above poorly handled situation which has left me reluctant to use Etihad in the future.
Thank you

Iza Goldwasser

Update by izafg
Feb 26, 2018 1:52 am EST

please see details above

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Etihad Airways wrong flight, taking extra charge but didn’t get baggage, physically harassed and missing my flight

Dear complaining authority,
With due respect, I'm a regular passenger of etihad air. Last February 22, I flight from IAD to Dhaka. The lady who issued my boarding pass that was wrong so I missed my connecting flight from Colombo to Dhaka. I didn't get any help from etihad and the partner airline srilanka airline. Besides this, they showing the brutal attitude and fell me a deep bad situation. I've an appointing meeting which was postponed due to my absence. I'm told them issue me a connecting flight but they didn't do that. I lost my wallet and phone to the airport which belongs lot of important documents, card and contact details. With the help of a passenger, that contact with family and they arranged a ticket from Colombo to Mumbai, and Mumbai to Dhaka at Jet airway flight. That cost extra $ 427 dollar.
On the other hand, etihad Abudhabi office wrongly charged two three time from my credit card $ 360. The duty officer of the February 23, he showed his badly manner with me. Along with, before living the Abudhabi, I went to the help desk to confirm my boarding pass but they didn't tell me about the wrong flight.
According to all of this situation, I'm complaining about my extra charge, new ticket cost and my phone and wallet which I lost from the Colombo airport all cost is near about $5000. Beside this the hassle I faced physically and mentally last four days which is unplayable. So I hope, you'll take it a major issue and compensate my amount as early as possible.
I'm attaching all the documents that I have.
Thanks,
Al Masud Or Rashid

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Etihad Airways etihad airline staff behavior/unskilled supervisor & manager

Flight E217 to Abudhabi from Bangalore Airport.
Supervisor, gentlemen with beard on duty Wearing Etihad uniform Mr. Tan-veer, he needs to be trained to handle passengers politely than showing his power on passenger. This is serious matter he seems to be local tough of Bangalore. Unprofessional, under qualified for the job. I request the authorities to take apporpriate action and send to Angry Management course and Customer Service classes.

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Etihad Airways extra charges on check in desk

I have a complain regarding extra charges i had to pay from my last fligh from Manchester to Abu dhabi. I never had this kind of experiance with anyother airline.

I had to pay £112 pound extra only because that man on check in point didnt let me reduce 2kg of weight which was extra. He said either you have to travel without this bag or pay extra but you can not reduce weight. What kind of nonsence is this?

Why i had to pay extra when i could have reduce the weight. all weight machine are not same and its normal sometime weight can be different. He had no right to charge me extra or reject my bag when i could have reduce the weight. When i asked him to show me his card then he start hiding his identity card and he put his card into shirt and then i asked him his name and he said i can't disclose my name for data protection reason (I think all Eithad staff must show the card for their identity).

I am not happy at all and i am not gonna sit back until i gonna tell this to everyone even to put in news. I believe this guy wrongly charged me extra money and i will spread this everywhere until you guys not gonna take action againt him and refund my money back.

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Etihad Airways extra legroom paid for but never allocated

I purchased extra legroom for my father. The payment went through but I didn't receive an email confirming this. I checked online again and the old seat showed up with no extra legroom seat allocated. I went to the airport and spoke to staff at ticketing and they checked their system and could find no record of the seat booking. I was told to email etihad with a copy of the credit card receipt which I did. I have received emails stating no refunds are allowed despite my stating I was never allocated the seat I purchased. The customer service representative refused to deal any further with my complaint after several emails where I tries to make her understand the problem and think outside the box. She closed the case! I went online via fb with etihad and was told they would reopen the case... It has not been reopened and I am still being referred to the previous nonsensical emails. Please help

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Update by AndieHiggins
Feb 16, 2018 9:07 pm EST

Hi Marc. I am not getting anywhere with my complaint though. I am still getting the same crap response I had at outset and am frustrated at the amount of time and stress such a simple matter is causing. I have come across other complaints from people I know where they also have proof of errors made by the airline but where the airline refuses to pay out. I am disgusted at the dishonesty to be honest as I also highly rated Etihad previously. What the airline is not taken into account is the loss of flight revenue they will experience where people refuse to fly with them any longer because of the appalling customer care service

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Etihad Airways there was no seat

I have booked My flight on Eithad Airways Flight 232 travelling from Abe Dhabi to Islamabad Pakistan on 13-Feb-2018 and when i reached at airport i came to know that there was no seat available for me. I booked my flight on 10th Feb 2018. This is really frustrating for me because i have made my plans for vacation and because of Eithad Airways i am suffering. i have very important appointment on 14th Feb 2018 related to my business setup.
you my my trip totally piece of crap.

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Etihad Airways ground staff

I am a frequent traveler of Etihad and also a gold member I would like to inform you about the service at Mumbai ground staff Mr Salim Sheikh ! He was asking me 100s questions about my luggage at start ? I had an total of 37.8 kgs without any hand carry . I asked him at first how much am I allowed ?
He replied that I am excess n will be deducted from my miles but he was not sure of what was allowed for a Gold member also he gave me a seat which was 16K ! We're I was suppose to be alone as what he said All of a sudden there was a Gentleman who was too loud tho ? But it's really Sad to travel this way ! I hope and wish my next Travel by Etihad to Philippines on the 10th if Feb will not be same

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Etihad Airways damaged baggage replacement

Flew in with Etihad from BKK-FRA in January with a stopover in AUH. Soon as we got one of our two suitcases from the carousel in FRA, we noticed that it had been damaged (cracked). Took photos and immediately reported it to the Etihad desk. After a few days, someone from Dolfi got in touch with us and asked us to send our flight details. After another week, we received an email from Dolfi1920 offering to replace our Samsonite suitcase with something that's smaller and an unknown brand. I don't think anyone in their right mind would find this offer satisfactory.
Received an email from Dolfi again after telling them that the original offer is not satisfactory. Orig. offer was a D&N suitcase (cost around 70euros) which is smaller than our original Samsonite. It was also said that since we bought ours in 2009, the worth has drastically gone down to 0Euros. Yes, we bought it in 2009, but the condition of the suitcase should also be taken into consideration. We've only used it 5 times since then (2009, 2010, 2011, 2012 and recently when it got damaged), therefore, it is still in great condition apart from the scratches. That suitcase of ours would've lasted for several more long-haul flights. The latest email gives us an option to choose from their branded suitcase options, however, we would have to add some more Euros to cover the cost. Either way we choose, we are still going to end up losing unless Etihad offers to replace our suitcase with a like-for-like replacement. For a suitcase used only 5 times since 2009, Etihad's evaluation on what the current valuation of it is pretty unfair.

I must say that this is quite disappointing and not at all the kind of customer service we were expecting from an airline such as Etihad. A better solution or offer should be put on the table.

PIR FRAEY15185

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Sol G
, US
Feb 16, 2018 2:36 pm EST

The luggage has lost value? Please put yourself in our place, and honestly tell us that you would find the "offer" satisfactory or remotely fair. We are being inconvenienced and made to spend more if we want another Samsonite (or any other branded luggage) because you damaged our baggage beyond repair. If your crew had taken care of our baggage better, we wouldn't be going back and forth with you asking for a fair compensation. We are basically being asked to choose to settle for a less-than-ideal replacement suitcase, or to spend a few hundred euros if we want a name brand. What kind of customer service is this?

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Etihad Airways etihad airlines

Over the last year and a half despite having updated all my Etihad miles immediately after fyling or within 6 months via rhetro claims I noticed recently that none of them were actually updated on the system.
When I called they told me to email guest gold.
When i did that they have said there is nothing they can do because of the time frame. However I did claim the miles on time it was their system that failed to UPDATE.
It has been over two weeks since my last email and still no one has responded.

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Etihad Airways service

Dear Sir

Today was one of my worst experience again with Etihad, when I traveled from Riyadh to Abu Dhabi on flight # EY 318 when they upgraded me to business class in the counter and when i sit on my chair and the flight became full of all passengers, they came to me in front of All and said that it was upgrading by mistake ! Leave to economy ! ( while all other passengers were watching and some laughs )

I don't know what type of professionalism is this, no respect even as human, nor for loyal customers who travel weekly on your airline !

Last month I discovered that they downgraded me from Gold member to Silver and when i complain and show them that I traveled a lot to Uk, USA, South Africa & Other distant countries, in the last year with my wife by Etihad so they upgraded her to platinum but not me too although same trips !, the answer was it was by mistake that all your miles not added, and 6 months passed so we cannot help you !

I am really disappointed and maltreated by you

Dr. Ahmed Al Eid
Director of National Committees for Diseases Screening and Control in Saudi Arabia

Etihad Guest
[protected]

+[protected]

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Etihad Airways stopped me spending time with family on christmas - poor service

Missed being with children on xmas due to etihad - very very disappointing * must read*

I booked to fly with etihad as they had the quickest total travel time.
I paid significantly more to fly with etihad due to the total travel time offered, which ended up being 35 hours and 25 minutes which is more than other carriers ranging between 28 hours - 30 hours and their tickets being 30% cheaper than that of etihad.

Booked flights
Sydney - abu dhabi - ey451 business class
Abu dhabi - edinburgh - ey27 business class (2 hours 5 stop over)
(total travel time =25h 25m)

Actual flights
Sydney - abu dhabi - ey451 business class (9 hours 5 stop over)
Abu dhabi - munich - ey3 business class (3 hours 25 stop over)
Munich - edinburgh - ew1712 economy
(total travel time =35h 25m)

I had bought it to the attention of the staff in the lounge that we were due to depart 16.20 and there was a current delay, who advised that there is plenty of time for my connecting flight and that the plane will make up for the lost time during the course of the flight.

Additional stop and additional travel time 10 hours

I received the new ticket in the etihad lounge @ abu dhabi.
I questioned this ticket as it said economy on the ticket and was reassured that I will be sitting in business class.
I asked the question again to confirm as I said I cannot fly economy on any flight as it will affect my back and potentially ruin my holidays if my back seizes up.

When landing in abu dhabi

Upon boarding the plane I communicated with the staff and manager within the business class area in relation to my connecting flight to ensure that there would no issues with my connecting flight.

I provided all of the particulars and raised concerns that my stop over allowed for 2 hours for my connecting flight and we are already more than 2 hours late on departing.

I was advised that there won't be any issues in making up for the lost time and that I won't have any issues in making my connecting flight.

I expressed that I needed them to confirm that this is correct as I would make alternative arrangements now to ensure that I arrive at my location in time for christmas. I was reassured that there would be no issues.

I again spoke with the staff whilst in the air to confirm that we were making up the lost time and that I was going to make my connecting flight to ensure that I arrive in scotland in the morning of christmas to be with children and family.

They advised everything will be okay and that most likely as there has been a lot of smog in abu dhabi a lot of flights will be behind schedule, but they would contact the airport an hour out and confirm, but they reassured me again that there won't be any issues.

An hour out I had to chase the staff in relation to my connecting flight details.

They advised that I would make my connecting flight, albeit that I would need to rush to get to the gate quickly without shopping.

Upon landing I quickly had everything ready and as soon as the doors opened I was the first out of the plane running up the ramp.

As I got to the end of the tunnel and walked out, I was greeted by ermer (etihad staff member) upon leaving the plane who was holding a card with my name. ermer advised that I wasn't able to make my connecting flight and that I was required to attend the lounge with him to sort out travel arrangements.

Ermer then turned around and started to walk off at a very swift pace and I was left carrying the luggage and coats, dodging crowds trying to keep pace with him.

This level of service was very surprising considering the amasing service emirates offers carrying your luggage.

Upon conversations with ermer and probing ermer as to why I wasn't boarding the flight when it is still showing as boarding on tv screens within the airport, he advised that myself and many others were all taken from the flight ey27 to ensure that the plane was able to leave prior to the smog setting in and to eliminate the backlog of travellers who had missed their flights previously.

Ermer advised that I am required to wait 8 hours in the lounge prior to boarding a flight to munich as this is the only flight available and didn't offer anything in the way of a hotel to stay that was located next door, or ask if there was anything else that he could do to assist. (this was in addition to the 2 hours I had already been waiting around on flight possibilities)

There were other opportunities to fly with other carries to heathrow, but I was advised that etihad doesn't have agreements with those carriers. this had me questioning ethihad's alliances.

Ermer advised that there was no one that I could liaise with working currently and that I had to wait until 7 or 8am when management started. I requested that ermer organise for someone in management to come and speak with me.

During the time that I had to wait I organised to utilise the services available in the ethihad lounge and had massages, hair cut, beard trim which were all at my own expense, and both ermer and the manager were aware that I was utilising these services and never opted to pay for these or mention originally some options available for me to relax during the long period of waiting time.

As I walked out of the spa and walked towards the barber, one of the staff members came and got me and advised the manager wanted to speak with me.

I met with the manager, but have lost the piece of paper with her name. I do remember though it was her birthday on christmas.

She was rude, obnoxious and the worst customer relations I have ever dealt with.

I was advised by this manager that "I should be grateful that I am getting to see my children on christmas"

She again advised "that I am ungrateful and that it's her birthday today and that she has to work and won't get to see her children on christmas, so I should be appreciative of what etihad have done so I can see my children and family on christmas.

I asked why I was removed from my connecting flight to allow the back log of people held up from previous days and why the staff on the plane were advising I would make my connecting flight when that wasn't to be true.

She replied that is a decision that the company made and that they have the right to do so, and that I had been removed from the flight several hours prior to me landing and she was unsure as to why the staff onboard the flight were advising otherwise.

I expressed that I was very disappointed in the professionalism and the level of sympathy surrounding the situation, which then set her off again advising that I don't appreciate what etihad have done for me, and nothing will make me happy as i'm being unappreciative of etihads efforts.

I replied stating it has all been one big lie after another and that a little sympathy and compassion surrounding the situation wouldn't go astray.

I suggested that the least that she could do is upgrade me to first class for the rest of my journey, to which she replied"that just won't happen, we don't work like that".

I said you would think considering you are adding 10 hours to my trip waiting around in lounges that it is the most you can do, is first class full? response"yes the plane is totally full in all classes".

At this point I could see I was wasting my time and ended the discussions and went to the barber.

When I boarded the plane, there was no one sitting in first class and there was only one other person in busines class, just prior to the doors closing.

I was disappointed yet again to find that I had been lied to once again by a etihad staff members and that the plane was an older model and not the current fleet which was a requirement when booking my tickets, as I require that additional extra length on the new fleet due to my height.

I spoke to the etihad onboard staff member in charge and he advised if I wanted to sit in first class it would cost roughly $4000 - $6000aed (can't remember the exact figure) and that he advised it wasn't worth it in his opinion.

At this point there was 2 people who made their way into first class, and were the only travellers in first class.

Munich

When I arrived in munich and tried to go into the lounge I was refused entry as they said my ticket was economy and not business class as advised by etihad.

Munich to edinburgh with euro wings on an economy ticket operated by adria airways

Flight number flt1712 or ew1712 (to edinburgh)

I had bought this up earlier with ermer whilst in abu dhabi whom advised this is just the pass and isn't the actual plane ticket and it will be business class not economy as the paper stated.

I contacted etihad customer relations and they advised that the ticket was business class and that I have entry to the lounge. I tried to explain that this wasn't a business class ticket to which they were rude and spoke over me advising that it is a business class ticket.

I spoke to the lounge concierge and they confirmed my ticket is economy, so I handed my mobile phone to the concierge and they spoke with ethiad and explained it is in fact an economy ticket.

I then received the phone back and etihad continued to try and advise it was a business class ticket.

The etihad customer relations advised they will have to contact me shortly after arranging a lounge pass.

Whilst I was waiting on concierge and etihad discussing my ticket I organised access to the lounge, paying for this as I could tell this was an economy ticket and that I had been lied to in abu dhabi so that they could get me to agree on the flight and move me on and knew too well that I couldn't rely on the etihad team producing the goods giving how much they have failed previously.

The ladies at concierge"lufthansa explained that etihad are so arrogant and think they can do whatever they want and try and bully people around. they advised that they don't have any partnership with etihad, and that etihad would have purchased this ticket and knew that it was economy as the plane doesn't cater for business class".

Upon boarding and sitting down in the plane I was crammed for space and my right knee especially was jammed against the side of the chair in front and the side of the wall.

I was very uncomfortable, and my back started to seize up causing me great discomfort.

On landing in edinburgh, we landed with a thud which caused me right knee to be stuck between the chair in front and the side of the wall.

The impact caused damages / bruising to my knee which affected me walking for a few days after, coupled with my hamstrings tightening and my back starting to seize from sitting in such a way as to be able to have my legs fit within the leg space available.

I had sent brief correspondence to ethihad as per the above case references whilst on holiday from my mobile phone, to which I received no positive feedback and no reassurance of achieving a satisfactory resolution.

I was advised by other passengers that they were put up in the airport hotel whilst in abu dhabi and were advised that etihad would be in contact in relation to compensation for these travellers, whom were flying economy.

Abu dhabi to sydney

When I abu dhabi airport I asked to speak with management in relation to what had happened.

The person that I met with was lovely and explained that she was very sorry about what had happened and as a mother could understand and was sympathetic.

She advised that the feedback email address isn't the right one to be contacting in relation to a matter like this, and that she would contact the customer response team in relation to my matter.

She advised that she was disappointed in the ethiad managers approach and was really surprised and disappointed in what was said, and the stance taken.

Upon explaining who the manager was, I could tell she knew exactly who I was talking about and got the feeling she had experienced similar situations previously with her.

On this flight the staff onboard were very unresponsive and took a long period of time to attend to requests or when pressing the attendance button.

The condition of the toilets was appalling. there was urine in masses on the floor of the toilet and all over the walls and the toilet itself too.

I pointed this out to the staff and another traveller did too.

2 hours later I went to go to the bathroom to brush my teeth and as a gentleman walked out he said you don't want to go in there. I opened the door and noticed that the toilets were even worse, and that the urine was still on the floor and the smell was disgusting.

I again pointed this out to a staff member.

Prior to landing I went to the bathroom which would have been some 5 hours after I initially pointed out the situation to staff, and purposely opened the same toilet door to see if the mess had been cleaned.

The bathroom was in the same situation, though the amount was now greater, and it was moving with the turbulence back and forth.

The other toilet too had urine all over the fall, though not as bad.

Given the condition I decided that I wouldn't use the facilities and wait until I arrive in sydney.

Broken seat - abu dhabi - sydney - flight ey454

After take-off I went to recline my business class seat to find out that my seat was broken.

One of the flight attendants came and had a look at the seat and agreed it wasn't working.

She asked for me to stand up and she manually tried to fix the seat.

The seat wasn't able to be fixed so that I could lay down and was only able to recline a portion of the way.

I was advised that this is the best that they can do in relation to fixing the business class seat.

I requested to be moved to a first class seat or another seat that is operational, to which I was advised there are no other seats available unfortunately.

Conclusion

I paid significantly more to travel with etihad (30%+ more) due to offering the quickest flight path, with one stop over of minimal time that allowed me to arrive at the required time to spend the time with my children and family.

After reading all of the negative feedback online surrounding etihad and the resolutions and disgruntled travellers I have little confidence.

The responses by etihad guest relations officers advise the flight was delayed due to bad weather and considered out of the control of the airline.

This is incorrect, there were no issues with weather condition at sydney airport on 24 december 2017.

Its one thing to offer poor service, but to affect someone's christmas and have no sympathy is disgusting.

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Sonysony
, US
Jan 31, 2018 12:15 am EST

You missed Xmas with four weeks. Not the airline fault. Plus they are not christian so not mandatory for them to follow your religious mambo jambo

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Etihad Airways delayed baggage ref no blrey21555, tag no sn199777

After 15 calls n telling about urgency of baggage to be sent to tuticorin which was delayed at Belgium due to strike, the lady at customer care at Bangalore did not even tell her name and did not even care to listen to my problem. I'm an asthmatic patient n need my medicines which are in the bag and is not readily available without presciption. The medical file is in my bag too, inspite of continuous Calls and escalating the seriousness of the issue the customer care did not bother to address tmy issue. Baggage was to be delivered at tuticorin before 12 noon then was delayed to 3 pm and then to 6 pm. I'm Travelling to Bangalore at 6 pm and all my clothes medicines is in that bag. Such hopeless services. On asking for duty manager I get the reply that duty manager at baggage claim at Bangalore, I got the replythat he is not avble. A patient can die but these airlines is not at all bothered.

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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.

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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.

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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.

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