Etihad Airways
reviews and complaints

Dear Team,

I was traveling from Abu Dhabi to Delhi on 18 July 2019 (details - boarding pass as attached).

I have bought a new gold ring for my wife from AbuDhabi and kept it in my check-in luggage bag. This luggage bag was submitted for check-in and when I opened it, at Delhi Airport the gold ring with its box, was not there and it was actually stolen.

I am working at ADNOC in Abu Dhabi and has always used Etihad as my first choice of travel but with this unethical/ unprofessional attitude of the airlines, I must say that it will change my thoughts now.

Please check and get the ring back to me.

My current cell phone in India is +91 [protected] (mail id - aadi. [protected]@gmail.com).

I am waiting for a positive hope.

Regards
Aditya Garg

Abu Dhabi to Brussels- EY 57
The seat i got would not recline and my in flight entertainment started giving issues from the very beginning of the flight. The flight attendant did not even suggest us change of seats in-spite of the flight being partially vacant

Amsterdam to Abu Dhabi- EY 78
This was literally the worst experience of my life. It was on my birthday i had to face this and I truly used to trust Etihad as i am from Ras Al Khaimah. Before boarding the flight i n my husband were asked if we would like to volunteer to stay back n take the flight next day, to which we agreed. Then we were told to board the same flight and the only food they had left till the time they got to us was beef! We are hindus and ofcourse dont eat beef.

Booked ticket from etihad website using my credit card for Emergency Travel. Amout Debited, Booking Confirmed. Boarding Denied at Airport stating Booking details in System. No Altrernate Arrangment Made. 3 Years Gone, No Refund of TT amonut. No Law Applicable to them.

Booking Ref : CIWEAX

Riyadh To Delhi - 13 July 2016

Complaint Number : 465577, 465485, 496573, 51767385, 559627

Saudi GACA complaint : 52414

Amount Charged : SAR 2416

Etihad Guest Accept this is utmost ignorance from all their communication Channels (Airport Office, Customer Care, Airline Ground Staff, Social Media).

File Ref: 654575
I have up to date still not recieved any payment even after recieving an email from Catherine Sunico (baggage claims officer) on the 26/09/2018 that I am entitled to 1, I have made a complaint on the official Etihad website regarding this that I have not had any response and even with the feedback form filled in I still have not recieved any response please can someone look into this ASAP as noone is responding to my emails.

Good day,

My ethihad guest number is [protected]. My name is Qamar Mumtaz Ahmed. We have recently travelled with Ethihad and my son opened an account with Ethihad guest to add and pool miles together. While my son was trying to add me to our family account, Ethihad Agent made a mistake and added myself to another family, so instead of adding me to Ahmed family, the Ethihad agent over the phone made a mistake and added me to another family. After repeatedly calling and contacting via email, Ethihad has put my account under review for a mistake they did on their end and an attempt to hide it by putting my account under review.

I have sent emails on june 27, 2019 and another correpsondence on July 2nd, 2o19 to get it resolved on urgent basis as I need to claim my miles as I have only 3 months. I only recieved a response from Ethihad guest after 15 days! stating the account is still under review and you are unable to claim any miles.

I must say I am very disappointed with the mistake that The agent made the mistake and added us to the wrong family and now the account was out under review to hide the fact or in an attempt to hide the fact that thei agent has done the mistake. More so I am more disappointed with their Supervisor who did not resolve this and gave any importance to client satisfaction.

We need to know who or which department is responsible for this and want this resolved asap. Certainly looking to remain a client of Ethihad if the matter is resolved and an investigation is launched asap on this issue as we certainly have not set a positive image due to this incident which was an error and mistake on ethihad or ethihad agent resulting in disappointment.

You may contact me via email qamar.[protected]@gmail.com.

Regards,
Qamar Mumtaz Ahmed

On 2/3rd July, my wife and I flew with Etihad from Heathrow to Phuket via Abu Dhabi in Business Class to meet with our son and his family who had travelled up from Melkbourne, Australia. The outgoing flights were relatively smooth and unremarkable. The A380 is an excellant aircraft but the A330 is an old aircraft and some what dated. The landing at Abu Dhabi was very bumpy and quite frightening.
The return flights on 12/13th July (EY431/EY0011) were most uncomfortable for a variety of reasons. Firstly trying to find the correct Business Class lounge in Phuket was not easy (why have two/three lounges ?) The lounge we were eventually directed to was small, cramped with insufficient toilet facilities and very limited food choice. The flight from Phuket to Abu Dhabi had at least 7 small children in the small area where we were seated ( seats 7E and 7F) each of whom started to cry at some stage and with one or other of the parents getting up to attend to them. We had a very disturbed journey and not one whicn one expects when travelling in Business Class. On arrival at Abu Dhabi, we were offloaded via a steep metal staircase on to buses and bussed to the terminal. Not easy when you are both in your 80's and a little wobly as happens at that age. After what seemed a long ride we eventually arrived at the terminal and were subjected to a security search (why, when we had just come off an already searched 'plane?). We the tried to find the BC lounge and after at least 40 minutes walking (and this is past midnight in 30 plus degrees of heat). Why have so many lounges situated at inconvenient locations following disembarkation. This is not what one pays for when travelling in Business class.
The flight back was uneventful.
I intend travelling to Australia in December and have provisionally booked flights with Etihad. I only hope that the experiences of this last trip will not be repeated. I understand that you as an airline have little control over the layout or security
arrangements at airports, but am sure you can influence the airport authorities, especially when it is your hub terminal.
Sincerely,
Martin Smith

17th July 2019 (time from mumbai ISD)
Etihad flight - Mumbai - Abu Dhabi - London heathrow Airport.

Location - Mumbai CSM terminal 2 - 5.25 am flight
Customer service agent name - Asif

This is to bring to your notice that my parents were charged a total of Rupees 27342 in Mumbai India, for extra luggage as told by your staff. Of which Rupees 4321 was charged for an oversized item. And they were told to pay Rupees 23021 for extra 2kgs.

My old parents who are senior citizens were visiting us in the UK to be with their daughter who is in a bad condition after delivering her baby.

The staff at the counter pressurised them to pay the money. And did not give an explanation for the charges. They had to run from pillar to post to arrange the money.
Even after politely asking your CSA to make a consideration and they also told him to charge for the oversized luggage. But Rs23021 for just 2kgs as he claimed it fit into that bracket is a ridiculous amount of money and seems like Etihad is robbing us of money.

I think he clearly took advantage of the fact that they were old and vulnerable pressurising them to pay the amount. He behaved very rudely in spite of them trying to reason and speak with him for more information. Thus traumatising my already panicking parents who were worried about the travel and the journey, leaving mom profusely sweating and with a chest pain, panicking, and worried about not catching the flight. Your staff at the counter asked them to pay the money or throw the bag away and all this while another staff of yours at the next counter allowed so many people with excess baggage to proceed.

I do understand that you may have to charge for an over sized item however I am extremely unhappy about the 23021rupees my parents had to arrange for 2kg excess luggage.

This kind of behaviour especially towards senior citizens is really a shame to such a big airline brand, I do hope your staff is aware of your brand motto which says ‘ From Abu Dhabi to the World; The World Is Our Home, You Are Our Guest; Flying Reimagined; Choose Well' Yes we choose you as a customer but what do we get in return? Shaudy customer service, threatening behaviour and a bitter experience that will stay with us. I do hope you understand this could have ended up in a serious crisis if anything would have happened to my parents on the flight or the journey as they were completely traumatised when we met them at the airport finally this whole experience left them in tears and we really do not know if we should use your airlines again.

They also had access to wheelchair which no one assisted them with.
Also one item was not there when they reached London heathrow airport and this was not informed to them, they waited for long before they realised that the Item was missing. And had to go around the airport to find out where their luggage went missing. To which they were then told it is not reached London yet. And were made to give their details.

Me and my entire family travel multiple trips a year on Etihad and this is ridiculous and unacceptable customer service. I sincerely urge you to look into the matter and would appreciate a refund on the excess luggage charges and a compensation for bad customer service experience, the missed luggage delay and most of all the humiliation and trauma that my parents had to go through because of your staff and because your airline left the luggage behind in spite of charging them.

Weve booked flight ey 24 from düsseldorf and made a extra seat booking for three persons. The reservation form said premium seats... What a dissepointment... We had the same space as a lowcost carrier but paid extra for it...6 hours cramd between too seats was not the plan... The prommised premium seats were not given. Poor try to press more people in a space. Im worring for the way back on 8th of august. Fam ras, [protected]@gmail.com

I(Rashi Gusain M1751328) was travelling from jhb to delhi (15-16july 2019) via abu Dhabi (EY603 & EY224). My jwellery was in check in luggage which was stolen. They people kept the jwellery covers in the bag back but tool jwellery.
Kindly take strict action. I have request from airline plz take action. One was my engagmnt ring. It is very sentimental to me. It had been only 5 months to my marriage. Ease help me. This shakes our trust. Kindly help me. I have hope from u. 2 pair gold ear rings, 4 gold rings and 4 pair of silver toe rings.
Rashi Gusain
My no. [protected]

Dear sir/madam,
I had booked an air ticket from New Delhi to Toronto using your official website on 5 July 2019. The full payment for the ticket was deducted on that day itself, but on dated 10.07.2019 airlines had charged me an additional amount of 7233 inr. I had also talked to one of your representatives and they had asked me to drop you an email regarding the matter. Attached below is a copy of my passbook stating an additional payment made to you. My booking details are as follows:
Booking reference: ELNXNH
Ticket Number: [protected]
Your earliest response will be highly appreciated. Please do the needful
Regards
Jasminderpal singh

Hi,

I flew by Etihad airline on 11th July 2019 from LAX - AUH by EY170 and then connected onto COK on July 12th by EY 280. I was travelling with my 5 year old daughter and my booking reference is XLEPKN. I checked in 4 luggages and one of my hard cover suitcases came out very damaged. One of the wheels were missing, the handle was gone and there were missing pieces at two separate spots.
Please see one picture attached taken before checking in and four pictures taken after the suitcase was collected.

When I landed at COK on July 13th at 4:00 am, Etihad counter was very busy and I did not get a chance to report this incidence.

I am hoping you can replace/ reimburse me for the damaged luggage. This was a recently purchased suitcase and very lightly used. I had other experiences before with suitcase being damaged but nothing as severe as this. Please let me know if you need any other information from me.

Would appreciate your response.

Thanks,
Anita

My Name is Ravi and I have been a frequent Etihad traveler for so many years. Recently, I have noticed their service has deteriorated tremendously. Non-friendly staff, long wait times on the customer service, lousy food etc. Why do they have online check-in? When you travel from JFK, they do not have a separate line for online checked in customers and it takes more time than a non checked in customer to get to the front of the line. Also, they charge money for you to reserve a seat online.

My Etihad Guest number is [protected]

I recently booked a ticket from JFK to Kozhikode for my daughter, using my Etihad guest number. Booking reference number AOGYYB. The travel date was June 5 from JFK-Kozhikode and the return was on Jule 27. I spent $974 and 51, 000 miles to buy the ticket. At the time of booking I saw that the refund fee was $200. For some unforeseen reasons, my daughter could not travel and I called the airline 2-3 days after to cancel the ticket. The agent told me that the ticket is refundable and I will get back the money. Later, I got a call from another agent (After a week or so) and she told me that I was only getting $92 as the refund. And no miles back.

Upon asking for the reason, she went on to say that the ticket was not refundable and that she was going to credit 5, 000 miles as a courtesy. What a courtesy by Etihad.

I want to know why the booking screen showed me that the ticket was refundable and it indicated an amount of $200. Doesnt that mean you will take out $200 as cancellation fee and refund me the remaining of the dollar amount and the miles?

I am going to take this up with the Small Claim Court in New York, and take it higher with Etihad management until it is resolved.

I have been sending emails for the past several weeks with no reply whatsoever.

I request Etihad management takes a positive decision about this and refund my money and miles back with the fee deducted ($200).

My email id is [protected]@yahoo.com

Thanks,
Ravi

Dear Sir or Madam,

My name is Nizar Sharara and my date of birth is February 6, 1969. I flew on Etihad airlines on July 4, 2019, Flight EY 141 from Abu Dhabi to Toronto, ON, PNR WODPJU. My ticket number is [protected]. My Etihad Guest number is [protected]. Attached is a picture of my boarding pass.

On the July 4th flight, as soon as I sat in my assigned seat, I realized that the seat and its back are broken. The seat was alarmingly unstable and its back continuously moved and rocked back and forth. I immediately notified the flight attendant of this major safety and comfort issue. The flight attendant explained that the economy class is fully booked with no empty seats. So, I suggested that I get assigned to a business or first-class seat, but my request was denied.

During the flight, I walked through the economy, business and first-class areas. I observed that the economy class was indeed full, however the business and first-class areas had a good number of empty seats. At that point, I repeated my request to the flight attendant to be assigned to a new seat in either the business or first class. I pointed out that my broken seat presented a major safety concern in violation of the IATA regulations. Disappointedly, my request was denied again.

For the rest of the 14-hour flight, the seat kept rocking back and forth. As a result, my lower-back and leg muscles became stiff and I started to feel pain in my lower back and legs. I was extremely uncomfortable and in pain during the flight and for three days after the flight.

As a frequent traveler between Canada and the UAE, I have a choice of several good airlines. On July 4, 2019, I choose to fly Etihad because, in the past, I had consistent good experience with the services, safety and comfort of Etihad Airways.

Unfortunately, my July 4th flight was a major disappointment and in contrast to my previous experiences and to the Eithad's high reputation.

I am requesting a full refund of my ticket cost in the sum of AED 5, 673.00 in cash, credit towards my credit card or as an Etihad voucher towards future flights. If you have questions regarding this request or require additional information, please feel free to reach out to me at nizar.[protected]@hotmail.com or phone numbers +[protected] (UAE) and +[protected] (Canada)

Sincerely,

I travelled by etihad airlines on 20th March 2019, wednesday from Delhi to Melbourne via Abu Dhabi from Delhi airport. Flight departing at 4:15 a.m. Etihad airways EY 2011. I was allowed 30kg in checkin and 7 kg in cabin. But my cabin suitcase was big in size. I requested the staff to check in and if their is any excess weight I will pay for it. But the staff said that I have to pay for the whole 7 kg if I put that in checkin. I have travelled by many airlines and never seen any airlines doing that. If we checkin cabin suitcase we don't pay for it unless and until it is excess. Staff was very rude. When I asked them how much I have to pay. She calculated and told me that it is Rs.9000. After some time she said it is Rs.11000. While paying, the amount changed again and it was Rs.14000. they kept changing the amount. I have the receipt with me if someone would like to confirm that. When I was talking to one of the staff who was at the counter, other staff standing there hold my trolley and out of anger dragged it and put it aside. I was speaking very politely to them. The whole crew pounced on me. I did not even argue with them still such a behaviour. This is just no way of behaving with the passengers. I am very precise in my writing and don't have the habit of exaggrating the things. Still if you have any question and wanted to resolve the issue you can contact me on the down said email address. I was travelling for the first time with Etihad and such a horrible experience. Hopefully I will get the refund of my excess money paid. ; Name: Sonali Godara. And my email address is : [protected]@yahoo.co.in.

Honestly I am very disappointed on the level of service and customer care that we get from you, what deemed themselves to be one of the best airlines world 🌍 wide, I am convinced that they are the worst now.
When you lose a customer bag 💼 for more than two months and inform him that the bag is lost as per policy, then surprise surprise 🤦‍♀️ you call ur customer saying "sorry we were joking, actually we found it" after two months?! We already bought replacements for everything that was in the bag 💼, if I am dealing with mickey mouse air line would have gotten more professional treatment than this.

Dear Sir,

My name is Charbel Khoury, I hold Etihad Gold member number: [protected]

I would like to bring to your attention that I was just checking a few minutes ago at Adnec (City Terminal) to my flight number EY533 that is going from Abu Dhabi to Beirut at 11:15am on 11 July.

The Employee Mrs Shahida was extremely rude and unprofessional while speaking to me asking me to remove kilo to match the exact 115KG for my 5 family members and 45Kg for myself as Gold member.

She did not even allow for 1KG additional in one of the bags and did not accept even to count all the bags together as I had 2 separates booking.

I am a frequent flyer at Etihad and for the last 10 years and have never faced one issue before. We are 6 travelling and did not allow 1KG additional for 6 which is unheard of on all the airlines I travelled on including my previous flights on Etihad.

I totally understand the rule and policies, however, the way of addressing this matter was extremely unprofessional, disrespectful and rude.

Thank you

Best regards

Charbel Khoury
[protected]

I was travelling with Etihad to Abu Dhabi with my elderly father, on ground he did not received any mobility assistance even though we had requested, after that once we were out on arrivals we went to get informed about the bus from Abu Dhabi airport to Dubai, the lady at the desk Miss Ilham she was rude and incompetent when it comes to talking to customers as I was just simply asking nicely and polity where to get the bus and if my ticket entitles me to get on it or not and she couldn't even get up from the chair behind the desk and check the tickets that I was showing her. Along with Ilham the bus coordinator outside again was rude and helpless, by walking away while I was asking him what was the reason I couldn't get in the bus and keeping me with the word in my mouth not only me if not few more other customers, visitors, tourist that were lost and couldn't understand english, what was happening and so on. It seems this people don't want their jobs as well as they obliviously don't care about the company they work for, if I owned it I would be worry to have staff like that working in/for my company.
Now my question is, does Etihad do really something about it or just looks to the other side by completely ignoring the problem they have by having this kind of staff hired?

Dear Officer,
Sir I, Farooq Yousaf having Passport No. is a regular customer of Etihad Airways since many years having Gold Membership No.[protected].
In my recent trip I purchase an Eithad Airways Ticket with Ticket Number [protected]/22, and Reservation Code, GXPZOH from Lahore to Toronto Via Abu-Dhabi and Dublin. As I got my tickets it showed a terminal change that requires a Dublin Transit Visa which I did not had, so I Inform your Agent who guided me that there is contract between Eithad Airways and Dublin Officials so, Now to have Transit Visa is not necessary and you can easily change your terminal at Dublin Airport without having Transit Visa.
When I reach at Dublin Airport Immigration Officer restrict me to change the terminal without having transit visa. I was completely shocked at the moment as the Immigration Officers told me the only way to change terminal is that go back to Lahore and make it possible to have Transit Visa then you can change your terminal other there is not any other way.
As I had planned my whole trip according to the schedule so It was not possible for me to go back, So after requesting Immigration Officers and having a huge travel history they issued me a Transit Visa at Air Port. My return Ticket was also on the same route and again I had to face all the situation again.
How your officials issue me Boarding Passes without having Dublin Visa?
It was quite disturbing situation I faced there just because of your agent's negligence. I had to suffer a lot mentally and financially as I had to change my ticket and it costs me 56203/- PKR.
I Strictly condemn this negligence and request you compensate my loss of both mentally disturbance and Financially.
Hoping a quick action from your side.
Regards,
Farooq Yousaf.

My name is gurminder singh, with reference to my booking in etihad airways the a.C. From abu dabi to delhi was not working in flight

my flight details are:

abu dhabi ey 210 t 05jun 0955 tprrtey/yb 05jun 05jun 40k ok

international terminal:3 delhi indira arrival time: 1505 arrival date: 05jun gandhi intl terminal:3

please feel free to contact me on 9540046444

We flew Etihad from South Africa to Kenya, to Abu Dhabi to Lahore Pakistant 15 June - 16 June. The food on this airline is terrible. The portions are too small & too much starch, we had continous heartburn but had to eat due to hunger. Never mind that we were starving or thirsty most of the time because they only come around once & take forever to do so. The type of food is of poor quality & just awful, even the coffee (they only give one sugar & too little serving of milk in a sachet & the air hostesess are not friendly.