Etihad Airways
reviews and complaints

Dear Etihad Management,

This to bring to your notice the worst experience I ever had in my air travel .
I was travelling with my family consisting my mother who is a diabetic person who is on insulin, my son who is 7 years old and my wife. We started our journey from Sierra leone on 29th July 2018 . Our first flight was SN 241 to Brussels and from there EY 058 to Abudhabi on 30th July 2018.We had 3 days stopover in UAE. Our next flight was on 2nd August 2018 to Cochin from Abudhabi . Here my bad time with Ethihad airways started. We had to come to Abudhabi via Ethihad bus from Dubai. As per my ticket, Bus supposed to start from Dubai at 17.55 for Abudhabi . But bust started at 18.05 and on the way, due to some emergency of a lady who was with us in the bus had to go to rest room, so Bus had to go to a subway and wait some time for us to re start our journey to Abudhabi. Finally Bus reached Abudhabi around 19.48 instead of scheduled time as per ticket 19.35. By the time we collected our luggage, it was almost 19.55. We rushed to Terminal 3 where we had to catch the flight to Cochin which was scheduled to depart at 21.05. Finally we reached terminal 3 at 20.05 where I saw a long queue and unfortunately there were no sign of which counter is for a particular flight . We could only see a long queue . Yes in the digital display I saw my flight no and the counter no 61- 92. We also joined the queue as other do and at the same time, I asked one lady who is a ground staff of Ethihad airlines about my flight, she replied be in the queue they will call . But unfortunately, there was no announcement. I knew I had hardly 55 minutes for my flight to depart. After 5 minute, again I asked that lady about my flight and my exact question to that lady was this " Do you think I can check in ..Looking at the queue and my flight is about to take off in 50 minutes ‘' then she took me to the check in counter and the answer was shocking to me . COUNTER WAS CLOSED ALREADY . Then they took me to Privilaged checkin counter where the staffs could have helped us to check in and travel . But the supervisor who is a lady was so rude and no concern about the passengers discomfort and the difficulties . She told me straight away that you can't travel you have to buy another ticket . I told her that I am with my family and my mother is a high Diabetic .. but she was not ready to listen anything and in fact she was so rude . She told me that I should have check in online . Having almost 45- 50 minutes in their hand, still they couldn't help us? And asked us to buy new ticket? . This was not our mistake, we were travelling with the ticket issued from Ethihad Airways . Still we are treated like this ?.
I immediately informed my travel agent and they contacted various levels, they were not able to re issue the ticket . They informed me that only airlines can issue ticket.
Airline staffs made my day unforgettable . I never expected such an unprofessional, inhuman behaviour from Ethihad staffs. Although my Uncle who is in USA advised me not to travel Ethihad airline, but still I choose this way. But to me my first experience is the worst experience.
Finally after a long conversation, I failed to get any justice from Your Airline and I ended up paying $ 1400 as re issue charge . When I asked the staff for the receipt, they said it will take time and if you wait for receipt you might lose this flight also . He said he will send via email . But till today I haven't got the email . I coudnt understand anything what these people are upto .is this the way you operate your operations ? I didn't had any other option but to accept what they said and we catch up the flight to Calicut instead of Cochin . I was going to Cochin for my Nephew's operation and the cash I was carrying was for his operation . That cash Ethihad airlines just stolen ( sorry for my language) . I would like to bring to your attention one similar situation How Emirates airlines handled. It was in 2013, I was coming from Kenya to Dubai and onward flight to Calicut . Their flight from Kenya got bit delayed by that time flight to Calicut was about to take off in 50 minutes time. They gave us business class and showed their professional approach to their valued customers.

In my case, you can investigate in details, and if you find that we are at fault, don't refund my money . But I am 110% confident that we are not at fault. It is Airline's fault and your lack of proper system. It is not comfortable for any traveller who is transiting through Abudhabi airport first time . SORRY TO SAY YOU DON'T HAVE PROPER CONTROL SYSYTEM IN THE AIRPORT .. IT IS TOO CONFUSING .
My question here is that, what would have been my destiny in Abudhabi airport if I hadn't got that cash . I asked this same question to the supervisor of Ethihad, she sarcastically said NOT MY PROBLEM . How can she so Rude? To justify their mistakes, they have even told my travel agent that we haven't come by Ethihad bus. I told them to check the log book of the Bus. Again, I doubted, is there any mafia working in Ethihad airlines to steal passengers money by making passengers nervous? My suspicion doubled when I was refused to get my receipt of payment of $ 1400 as penalty .
Myself and my family had to go through this just because the supervisor's arrogance and non professional approach. We passengers are helpless at these times. We could have easily travelled as scheduled, if she was co operative. She got the final say .

I would appreciate if I could have justice from Ethihad Airlines . The amount I paid was my sweat money hard earned money .Please bear in mind all those who are travelling via airlines are not rich. They all might have some hard stories to tell. The amount one of us pays to your corporate are very hard earned money. Their dreams, their family, their kids …. These amounts are valuable for us middle class .
I humbly request you to intervene and investigate and let me have my justice.
For reference :
My cancelled tickets :
EY/ETKT 607 [protected]-49 - YOHAN SHAN
EY/ETKT 607 [protected]-45 - ANITHA SHAN
EY/ETKT 607 [protected]-47 - SHAN MATHEW
EY/ETKT 607 [protected]-51 - VALSA MATHEW

RE ISSUED TICKET NO:
[protected]- ANITHA SHAN
[protected]- SHAN MATHEW
[protected]- YOHAN SHAN
[protected]- VALSA MATHEW
Hope to hear from you soon .
Best regards
Shan Mathew

Dear Etihad Management,

This is to bring to your prompt attention that an expensive watch has been stolen from the checked in baggage from your airlines.
When i received the baggage, the zip lock was completely broken and the chain of my baggage was also damaged.

On checking, I found out that my expensive watch along with its handler case was completely removed and an empty case was just kept in the baggage.

My flight details are as below:

Aug 14, 2018 Etihad Airways EY0223 AirBus IndustrieA320-100/200 Delhi to Abu Dhabi 21:15 to 23:35

Aug 15 2018 Etihad Airways EY004 Boeing 777-300Er 2:40 to 7:00 Abu Dhabi to Munich

I am lodging a complaint using this mail.
Kindly take due diligence into the matter and assist me with the claims.

I had two suitcases that were damaged while flying Etihad from Mumbai to Melbourne and I was given a place in Melbourne to have it fixed up however each time I called them after giving it they told me it Would take time and after a year and a half they said they had sent me the bags but I have not received it however they claim that it's not their reposnsibility

I've travelled from Abhu Dhabi to London on 13th Aug 2018 with Etihad Airlines with Flight no: EY 17. Seat is not in hygienic condition and it resulted in skin allergy. I didn't expect this sort of service from an reputed airlines.

Please take necessary steps in maintaining the standards and this is one of the key parameter for passengers to take your service.

This makes to think about flying with you next time and want to re-book with other airlines for my near future travel to avoid the same experience for them.

Please find photos of seat and rashed developed on my skin within 6.5hrs of flight journey. It was terrible experience and impacted all my planned work this week.

First of all, the Etihad check-in staff were rude, including the manager!

This is about my flight from Chicago to Abu Dhabi on August 3rd.

There was no pre-notification about the new carry-on size regulations. Even the woman at the complaint desk admitted to me "yeah, we didn't notify any passengers." So I ended up having to pay $380 with my credit card because they made me check the carry-on bag. Their attitude made me so nervous I couldn't think of another strategy and I began crying. My entire family regularly flies on Etihad but this experience has made us question if we are ever going to use them again.

My father has a large following of tens of thousands on Trip Advisor and he wanted to write about this experience but I asked him to wait until we hear back from Etihad to see if they will refund my money. So I will wait to see what happens.

I HAVE AFLIGHT FROM Jeddah Manchester via Abu Dahbi on 25.08.18, you are charging for seat allocation. I am unable to access the free seats. Please don't damage your reputation and behave like Budget airline or Emitrates as customers especially loyal customer (Etihad Guest Number: [protected]) do not appreciate this at all.

You treat people with dignity and respect and you will have more customer and people will come like a magnet. Dignity and respect is not only smile and serve, it is taking care of customer needs. We pay once and then you should take care of us, not open an agenda of paying more for this extra and that, I understand about the baggage but for seat.
Please be considerate and don;t behave like the one people call them miser and greedy. I hope you will listen.

Dear Sir/Madam
I am grateful for your cooperation .
My issue is relatively straight forward, it is in resolution stage.
As mentioned that Etihad has accepted the liability and they are prepared to pay
but only for the use of their service, in short if I agree to book my next flight with them.
I am in opinion that whilst, I have had in five journey four times problems and every time I have been compensated only if I were to book with them.
I would like to get away from this condition as I have lost the confidence and at one point I was charged £178 for hand luggage according to them it was a bit larger then the allowed criteria, which I was surprised as it was the same bag used on previous occasion thus in flight there were passenger who had bigger hand luggage then mine! My complaint is I should be paid in my account and wish to be liberated from this.Refrence number- RQID;640554

Just about half an hour before on 11.08.2018 around 21:30 hours I was booking etihad air ticket one way from abudhabi to karachi for ey200 21st august 2018 with the name of my self abdul jabbar pirzada. Once booking finished I paid thru emirates nbd master card, recieved a msg that wait for 15 min u will recieve ticket thru ur email [protected]@hotmail.com then I recieved 2 tickets with my same name same flight but with 2 different pnr n ticket numbers
Xxvoff
&
Tell us
With 2 msgs of amount deduction of enbd master card.
Soon after I contactec emirates nbd but they said contact the etihad air.
Contact number. [protected]

I have submitted this complaint towards our cancellation flight number EY 0028 with booking number ( RWKUEF ) & my husband booking number ( SXLNSI ) from Edinburgh to Abu Dhabi dated 11/08/2018

Kindly be informed that we reached the airport on time, however we got delayed in check in due to manual procedure without notified us as we were in queue for around 2 hours and after we asked them they tell us with improper response..

And then we again waiting for the boarding for one more hour until is opened the gate and set on the Planck with again standing in queue to go there, In the plane we waited until 3:00 pm and then informed us to drop off from the plane and take the luggage and go to book for hotel and taxi

Once again queue in luggage, queue in booking the hotel & queue in taxi until we reach the hotel which is not acceptable at all as it is located in remote area with no facility provided..

I'm a pregnant woman and booked in business to reach home smoothly but the whole terrible suitation lead me to jump from one floor to another waiting in queues for more than 7 hours !

The staff is unfriendly and have improper response to fix the issue and help us ! They did not update us and told us to go to hotel and did not give us the duty manager number to contact them for next scheduled flight & I have contacted the Etihad Airways in UAE as they don't know about the issue as the system showed that everything is went well and the plane departed on time.

The luggages was too heavy to carry from one place to another and there is no priority between business and economic passengers waiting in queues for hours let me to feel dizzy for standing the whole time ..

This is not acceptable and I need to be compensated for this horrible suitaion.

As there is no contact number I may contact them with no information

Regards,
Mona

To whom it may Concern

I am very disappointed with the service that I have been getting.
1- My journey started from sydney, I originally booked my seating 8c from Abou Dhabi to Islamabad, that allocated seat wasn't available for some unexplained reason. Which that issue was resolved in Abou Dhabi they upgraded me to business class.

2- I wanted to reschedule my flight from Karachi to Abou Dhabi, I called Etihad customer service spoke to Umair on the 7/8/18. 3:50am Abou Dhabi time he wasn't helpful at all.
The price he give me to reschedule is $1200 and if I need to purchase a new ticket is $400. So I told he to book a new ticket he replied to check with my travel agent because I might loss my ticket from Abou Dhabi to Sydney.
I called my travel agent and he fixed it with $ 350.

3- I have requested an upgrade to business class from Karachi to Abou Dhabi and Abou Dhabi to sydney.

I get to Karachi airport spoke to Etihad check in desk I was told that they can't because they can't host me as there is no food.

I booked my flight from LHE - IAD via AUH for 10th August 2018 on 21st June 2018. It was one month and twenty days before the flight. When i reach AUH and i went to transfer desks, first they made me waited for 2 and half hours from 7 am to 9:30am. At 9:30 am they told me that flight from AUD- IAD is overbooked and you have to wait till tomorrow. How can they overbook, i booked almost 2 months before. They compensated me with 300$ transportation voucher, which is completely useless to me. I want cash. The money i spent on booking a hotel in Washington Dc, went to waste. I was supposed to reach on 10th August 2018 but due to their mismanagement, i have been in loss. I will never choose Eithad again. Atleast they should have compensated me with cash, which may be useful to me.

Hello, I reserved a ticket for my American wife Christa Drongowski to enjoy the quality Etihad customer service. I had business in UAE few years ago. I liked my wife to enjoy few hours in the UAE during her trip. Today, I gave her ride to the airport to help her with the check in process. I was shocked from the level of the customer service that we received from the two Reps who work for Eithad at O'Hare airport. We had a hard time with one African American lady and the supervisor "Ashish".". First they refuse to let her go with the carry on because they claimed that it's extra weight, we take some stuff out and make it fit the exact permissible weight. Then they told us it does not fit the size of standard carryon bag. We responded, this is her return trip with Etihad airlines. How they let her in the first trip with this carryon bag? It's standard carryon bag that we travelled with it many times with other carriers. No one even care about the weight form those carriers. The African American lady insisted to force charges of $60 in order to allow us to check in. We called the police to solve this problem. Because we believe this is not acceptable. The supervisor " Ashis" finally allowed us to check in with the carryon bag. Then, the African American lady met my wife at the plane again with the supervisor and forced my wife to pay $60 extra otherwise she can't fly. I feel this is in appropriate practice and unprofessional behavior from the CS Rep. I am disputing those charges and I will share this story with all my friends and network because I feel that this is unfair and sort of aggressive behavior from the employee and the supervisor who supporting her. I feel she discriminated against us. I travel overseas a lot for my business. I never encountered such hard time from check in employee. She was very rude and unprofessional and took my professional urgent personally. She said" You will not get in without paying for this bag" at the beginning. And she did. Supervisor allow us to check in with the carryon bag, then they give my wife Christa Drongowski: hard time after she passed the security gate by the plane and forced her to make the payment. I believe that Etihad as foreign company from the Golf should give the best CS that reflect the great reputation that UAE is world's fifth most generous country towards strangers. I lived in UAE for years and I do believe that. Not sure how we was treated in such disrespect and humiliation today in O'Hare airport. I will never fly with Etihad airlines again. Thank you,

Your travel details
Flight Number (e.g. EY 256): EG655
Flight date: 07/08/2018
Ticket number: [protected]
Class of travel: Economy
From: Chicago IL (ORD)
To: Abu Dhabi (AUH)
Booking reference: [protected]

Christa

I was met by an extremely rude member of the ground staff and she refused to take my baggage after check in and said "good luck missing your flight" even though other passengers' luggage was being accepted, along with that's carry on wasn't allowed and the staff claimed that it was oversized even though other passengers had bigger carry ons than mine, I felt targeted and she was extremely out of place.
The flight experience in general was terrible as the seats were crammed, it was hot and the cabin crew was ignorant and refused to come to my assistance even after pressing the call button multiple times.
Flying with etihad was the worst flight I've ever had and I say that as a frequent flier. I'm never flying with this terrible airline again and I would suggest nobody does...

Dear Sir/Ms.

I am writing to you to file a complaint for being unfairly targeted by personnel at Abu Dhabi airport on august 2nd, 2018.

I arrived from Hartford/Dublin to Abu Dhabi on Aug. 2nd and had a 1 hr layover at Abu dhabi airport before my next flight to Colombo Sri Lanka. There were an enormous amount of people going through security at Abu Dhabi. While waiting in line an airport personnel asked me where I was heading and redirected me to another line all the way back. By the time I got my bags scanned and finished with the security checks I rushed as fast as I could to the gate of my Colombo flight. As I got to the gate the lady said that it had been closed and that I was declared a 'no show, ' even though there was enough time left before departure (approx. 20 mins.). She requested that I go to the flight transfer desk to address the matter.

After a 4.5 hr. wait in line a personnel said that I had to buy a brand new ticket to Colombo scheduled approx. 19 hrs. later. No hotel accommodation was offered for which I had to pay separately outside the airport. I was told that my checked bag was already en route to Colombo. Once I finally arrived in Colombo, the bag was not there. Subsequently the Colombo airport tracked the bag back in Abu Dhabi and had it delivered some 30 hrs. later.

The entire scenario above was a nightmare due to factors beyond my control and well within the flexibility of airport personnel.

My flight from Dublin to Abu Dhabi and Abu Dhabi to Colombo were both on Etihad and my bag was originally checked to Colombo in Dublin. I was issued both boarding passes in Dublin.

The above scenario is totally unjust to us customers, all due to mistakes and confusion of airport personnel.

I hope etihad can refund the unjust ticket charge and this can be resolved. Thank you for your time. Sincerely,

Kavan

Dublin to Abu Dhabi boarding pass:
Flight no: EY 42
Date: Aug 2, 2018
Depart: 9:35am
Arrive: 8:35pm
Etckt no: [protected] PNR: LBAQYU

Missed connection:
Abu Dhabi to colombo
Flight no: EY 266
Date: Aug 2, 2018
Depart: 9:25pm
Arrive: 3:30am

New ticket issue:
Abu Dhabi to colombo
Flight no: EY 266
Date: Aug 3, 2018
Depart: 9:25pm
Arrive: 3:30am
Etckt no: [protected] PNR: ASYTGT

Date 27 July 2018
Time: 17h15
Location OR Tambo Intl Airport
Etijad staff involved - Faaizan krull
Desk no A102

On check in i kindly requested to be connected with my sister who was not yet at the airport. The clerk immediately began using racial and derogatory terms, which are video recorded with her face identifiable, and proceeded to tell me to get out of her face and use another counter to be serviced. I was called, on record, "[censored]", "stupid", "BLACK"
Iam the stepdaughter of an inoffice minister of government currently and i have escalted the above to my lawyer. A case of crimin injuria is being opened, awaiting my signature of the statement and the video WILL be given to multiple newspapers to ensure the treatment of etihad is known to all use it. I will personally ensire that this incident is known to everyone everywhere and marks the perception of this brand, this behaviour in any regard is disrespect and undignified to ones character. You are welcome to pull records.

On requesting the name of the clerk i was told to "[censored] off" and go ask someone else as people "like myself - monkeys" cant receive such information.

Really?

I am in talks with my friend, editor in charge of a newspaper called Mail and Guardian (amidst others) to maximise this in light of footage received. I will make sure this appears on social media, the national news and i will ensure ot trends worlwide on travel blogs (including my own) . I wish Etihad well but i remain doubtful in light of such behaviour.

The footage will not be sent to Etihad.

Flight EY 12 on 23/7/2018 from London Heathrow to Abu dhabi. Booking ref: NWCZMS.
While they are serving drinks, i asked for coffee. she gave me coffee with coffee mate. i requested milk.she then started to give me a lecture about my wrong doing in mixing coffee mate with milk. i said i like it with milk then to my surprise she said ( im not going back to bring milk). i was speechless.
After a while( i drank my coffee without milk) the supervisor came & said( did you have your coffee with milk ) i said No & she said why not, i said ask her.
Half an hour later the same girl came back to me & said ( we stopped serving milk in our flights for the past six month). i said that is not true because i came to AbuDhabi in April & i had milk with my coffee. She said( i have been six years in Etihad & i know what im talking about)
I thought the supervisor will come back to me but she disappear.
Im a frequent flyer with Etihad for the past 4 years & i have never seen such rudeness from staff.

Dear Sir / Madam

We were booked for a flight to Nairobi on 5th August 2018. At the check in desk, the ground staff advised that my wife's passport had only 5 months validity and that authorities at Nairobi may not allow her to enter the country.

The ground staff ( Catriona ) was very helpful and understanding and did her best to help.

I got the contact details of Immigration at Nairobi Airport and talked to them. They said that there is no problem she can travel.

I gave the phone to Catriona and she asked for a different phone number in Nairobi. She was given another, general, number for immigration and she asked them if my wife can travel or not. They told her no problem she can.

Catriona went to clear this with her manager, Hanan Sarhan, who was the most obnoxious and rude person I have ever seen. She refused to even talk about anything.

When I asked her if it is possible to talk to the manager, she said I am the manager. I asked if I can talk to her supervisor /line manager she said : I am the manager. No body above me.

My wife was denied boarding and when I wanted to travel on my own, they said no you cannot. Your bag was off loaded. I said I will travel without a bag. They refused.

When we wanted to re book for the next morning we were asked for Dhs 2430 for each ticket ( i.e Dhs 4800 something for 2 tickets.)

I can not express enough my anger and frustration about this Hanan Sarhan.

I am now asking for a complete refund for the tickets we lost. At least for my ticket as I was denied boarding for no reason if we accept, which I don't, that it was right to deny my wife the flight.

I am looking forward for you response as soon as possible

Thank you

Dear Mrs/Mr,

My name is Elizabeth Klop and on the 1st of august 2018 I boarded at Sydney airport on flight EY 455 which departed on 2055 hrs and arrived on 0540 into Abu Dhabi international airport.
During this flight I was sitting in seat 52K which had a malfunctioning table which was slightly bend forward. I didn't realise this until one of the cabin crew members handed me a glass of apple juice. I placed this on the table and the full glass fell on my lap.
I was sookened wet including; blanket share and ofcourse my clothes.
When asking for some help I was given 3 tissues and the cabin crew continued with their drink trolley (they didnt even ask if I was okay). I was still sitting there completely wet with sticky apple juice all over me. I called them several times but they didnt respond. In the end I shouted that I could do with some help. When they finaly answered they told me to put the blanket on the floor. I wasn't helped with this at all. In the end I finally received a new blanket (at my own request) so I could at least sit on a "dry" chair.
The cabin crew member I wanted to give the sookend wet towel to didn't want to take this at first.
I have flown with Etihad airways multiple times and I only have had good experiences. This, however left me speechless. I do understand that tables due to multiple usage can get damaged. However on a almost 15 hour flight I think its crucial that they are checked and fixed if necessary (I had to support the rest of the flight the table with my knee so diners and drinks weren't falling off). The most mind-blowing thing however was the rudeness of the cabin crew (one member in particular). They never asked if I was okay or if I required help. I do believe accidents can happen all the time. However, I do believe it is the job of cabin crew to make a flight as comfortable as possible/can be. I would like some kind of refund due to this very uncomfortable experience I have had.

Thank you in advance,

Yours Sincerely,

Elizabeth Klop

I took Etihad from Abu Dhabhi to Phx via Newyork, my flight got delayed from Abu Dhabhi & eventually missed connecting Jet Blue flight from Newyork JFK to Phoenix. We were rebooked on American Airline [1587] flight from JFK to PHX next day. After lot of confusion & after making us wait for 3 hrs at the Airport, we were taken to Hotel at 1:00 AM, we were told we will directly receive our baggage in Phoenix. However, on reaching Phoenix, we did not find any baggage, American Airlines said they have no clue, Jet Blue said we do not have any clue either. All my 5 bags of the entire family cannot be detected & are now finding great concerns without any of out required clothes & valuables. Overall we were on route for 3+ days where my initial journey time was 30 hrs. Without any fault from my side we are being made to suffer for mishandling of the entire process & eventually after reaching my destination i do not have any baggage & any other required things. I have filed claim with American Airlines. On calling repeatedly to Etihad Airways, support team says they do not know where the baggage is & would forward the concerns to JFK Baggage team, We cannot reach out to Etihad JFK Baggage team, we are clueless how to get any information on our baggage & whether we will get our baggage or not.

Booking Reference Number: EEHSJD

My parents booked tickets from Pakistan to stockholm arlanda n there was a transit in UK n Abu Dhabi . In short my parents in age of 65 suffered an emotional pain when the staff didn't allow them to board for flight from Abu Dhabi... They stopped them at Abu Dhabi airport...n my complaint is that y they issued boarding passes if they have issues regarding Visa of UK...now I need compensation...my parents are at my home in sharjah n they r ill...
Please contact me asap
Details I will explain during meeting
Their return was from Germany