Etihad Airways

Dear Sirs,

I would like to describe the case that happened to my wife recently.

We went with family to Seychelles 29/07.

The flight was operated by Etihad Airways on the route: Brussels -Abu Dhabi - Victoria (Seychelles). After arrival to the end point we were informed that my wife's language has been lost and it will be delivered within a few days after.

We stayed in Seychelles 3 weeks till 21/08 and the language has not been delivered.

Obviously we called every day to Etihad asking for the status but nobody could not give us the status -we just received every day the message, the language will be delivered soon and we will be informed accordingly - SUCH UNPROFFESIONALL SERVICE CENTRE.

Now we are back to Brussels and still the language has not been found. The people from the Airways are creating everyday a new stories - and they are unable to give us any accurate information.

As a summary - I have never dealt with such an unprofessional company as Etihad. I hope I never have to use the service of Etihad again.

We came from athens to abudhabi and the time between the next connecting flight from abu dhabi to Bangalore was 55 mins. Instead of they guiding and helping us to board the flight, they already cancelled the tickets of the people who are travelling from athens and booked next flight i.e after 24 hours without intimate us, also it was their mistake and they not provide any lounge or accommodation to us. All of the staffs are very irresponsible and arrogant if we ask the explanation and solution. We paid for the ticket, we lost a entire day and missing our important works because of this irresponsible airways. Ethihad is the worst airlines.

I flew from Phuket to Abu Dhabi and in flight I asked TWO crew members to mediate an aggresive passanger seated behind me that was offensive, aggresive, rude, insulted me, and threatened me if I were to lower my chair to sleep during flight. His reason was .. he was tall.

So I quietly called the cred member through the seat button, light on, nobody came. 30 minutes later the light goes OFF and still nobody comes. When the air hostesses brought in the food, I asked for assistance and also told them that it's rude to leave a passanger wait for 30 minutes and than pretend it never happened.

Their "HELP" was to MOVE ME in the back at the aircraft, with an inferior seating and quality, right next to the toilet.

You can imagine that after almost 20 hours of being awake at that point, with a 7 hours flight in front of me, with a commute in Abu Dhabi of 5 more hours, and ANOTHER 7 hour flight before I would land in my final destination, IT should have been MY RIGHT to be able to sleep and lower my chair.

NOT ONLY the air hostesses DID NOTHING to mediate the aggresive passanger, but they kept asking me to go to the toilet, because they had a place there.

I am sure NOBODY is able to lower the chair next to the toilet, more over, sleep with almost 100 passangers going to the toilet during the flight. I can still hear the doors slamming every second with everyone using the restroom.

The hostesses(yes, plural. two) ALSO didn't serve ME food of beverages and pretended I didn't exist, although I was nice to them and polite.

I don't wish on your greatest enemies to be FORCED to take a 7 hour night flight and being FORCED to sit straight, with NO RIGHT to lower your back and let your body rest.

From the communication with you it's clear enough that this is expected, and although you CLAIM that safety comes first, YOU, the CREW, the CAPTAIN never tried to ensure my right to rest or safety and move the AGGRESIVE traveller behind the aircraft.

WIth all due respect, this was by far the WORSE experience EVER.

My basic rights have been DENIED and TRASHED.

I also payed a hefty ammount for these flights, I am sorry I picked you as a company.

I have been left to starve and only received water.

Your previous response is nothing but copy/paste from some nice writing, it doesn't reflect reality.

With me, next to me, a colleague of mine was also travelling.

He will be MORE than HAPPY to tell his part of the story, but he was served food and beverages and was able to lower his chair and REST.

The crew didn't enforce safety regulations and people were smoking in the toilets, TWICE the captain had to intervene.

Nobody respected the mask mandate, including the crew, and they also didn't enforce it.

I got COV-19 as soon as I got back home, I have official test results that can prove it.

I had to quarantine for 10 days, thanks again to a crew that should find a job more suited for them.

Please provide a human response, contact, understanding.

This is something that everyone MUST know and avoid at all costs.

NO safety in air, and passangers doing what they think they should, breaking the basic rules of decency, with nobody enforcing or caring.

I DO NOT care that you have young hostesses that wear make-up and try to look fit.

They cannot handle stress, they have NO authority and myself and other passangers are paying a hefty price for a poor service.

My tip to other passangers, fly Ethiad if you want to smoke for free during flight.

Etihad refused to travel with my 2 kg puppy inside the cabin under my seat based on some internal procedure with reason "all pet slots for your requested flight have been reserved".

First of all there is no proper communication line established by Etihad between pet delivery service and clients. "[protected]@etihad.ae" address never replies on clients queries if any concerns were raised and directs you to Etihad main contact line. Etihad main contact line doesn't know anything about Pet delivery service in their company and ask you to send emails back to who never replies back. Finally I was able to reach Etihad through Facebook direct messages but the results are the same when finally Etihad representative direct you to Etihad Feedback complain link with mentioning that they have a right to reply you back in 35 days and knowing that your flight will be after 9 days. It looks like "a cycle inside a circus" where the client left alone to deal with problems and nobody from Etihad cares.

Second main problem, Etihad have some internal procedure that they can reject booking for pets because there is no "slots for pets available inside the cabin". In my case we are talking about 2 kg small dog which will travel under my seat and I fulfilled all Etihad requirements including size of dog carrier! According with Etihad Pet Policy and Etihad official web site, there is no any T&C mentioned about "slots availability for pets inside the cabin" in their flights especially when you do not need anything from the airline, you just need to place your small dog under your seat. So you book your tickets, prepare a lot of documents to travel with your pet which is linked with your flight number and date like Pet Import permit where your final destination country is and than Etihad can easy reject you to travel with pet because of "pet slots availability inside the cabin" and saying it is your problem, we have some internal procedure which we never inform our clients by any way of communication including official website before buying tickets and you should go and reschedule your flight, redo all required documents, and after Etihad will check "slots availability" again and if "slots" are available you will be allowed to travel with your pet and if not, restart "the cycle" - Remember my first point about "a cycle inside a circus".

Etihad positioned themselves that they are the top airline which are providing option to travel with pet, in reality what I feel by their replies and attitude they put such obstacles in purpose to reject any flight for their clients with pets at last moment to put their clients at corner situation and get more money.

On 9th march 2022, I made a booking from Schiphol to Dubai for 22th march.

The flight was very comfortable with a gratis service.

But in front...

I made the booking online and have paid and did not received an ticket.

So I called the customerservice for help, and talked to an male employee.

He told me to make a NEW!(second) booking after the first booking and payment was already made.

The second booking was also with no ticket or conformation and when I called back an other serviceagent send my the ticket by mail right away.

So the second booking was resolved inmediately.

The service agent the first time gave me a wrong advice.

I have called many times to get my money back. Send many emails as well.

Every time I spoke to an other agent, they are telling me, an other advice to resolve the problem.

I would like to get the refund asap.

Miss Sas

Dear Team,

Guest number - [protected]

Email id - Siva.[protected]@gmail.com

Etihad customer service confirmed to me over phone that my travel bank fund has been extended till September 2022.

I have been trying to contact Etihad travel bank team by sending emails frequently since May 2022 asking for confirmation about extension travel bank fund as mentioned by Etihad Customer service but there is no prompt response from travel bank until now to confirm anything about my extension as mentioned by Etihad customer service and so I was trusting Etihad customer service that I have time till September 2022 to book my tickets.

When I am planning to book my ticket during the 1st week of August , I am seeing my travel bank account with $0 instead of $2250. I called the customer service and they keep saying it is extended till September 2022 ,also they said that they escalated to the Etihad travel bank account asking to issue the refund and asked me to wait for 5-7 business days. It has been more than 10 days and no solution.

I have an emergency situation in India but I am not able to book the tickets to India as there is no funds in the Etihad travel bank account.

I would really appreciate it if you could give me a response and approve my request. Have a heart and read my situation carefully as a customer if you value our care.

Etihad guest membership # [protected]

I was planning to go on vacation this summer and was looking for flight options. At that time, I received a promotion email(attached) from Etihad saying that if I purchase miles now, I will get 50% bonus miles. So I spent AED 3057.04(attached) and bought 61,500miles(41,000+20,500bonus attached miles statement). I was thinking that I can use it for cash equivalent of AED 4,000.

Now I'm trying to use these miles to purchase a ticket, to my surprise 61,500miles is worth only AED 1,813. I'm attaching here the proof that the miles are worth only AED 1,813. I'm shocked and confused. If I have paid AED 3,057.04 for miles plus 50% bonus miles, I should be able to use those miles to cover a trip worth at least AED 4,000?

I spoke to Etihad the customer service hotline and also wrote to [protected]@etihadguest.com, [protected]@etihadguest.com requesting an explanation, they responded that its not with them to decide how much cash equivalent a mile is worth (attached email), and they are helpless. I have even raised a complaint on this CRM:[protected].

I was scammed by the promise of 50% extra value(attached email), now i'm stuck without an option, worried and stressed-out about losing my hard earn money. I trusted Etihad when purchasing these miles. I thought if there is 50% extra miles on offer, i'm going to get some extra value that i can use to reduce the cost of my upcoming trip. Now i'm left in limbo.

Whoever is designing these promotions and mile conversions should think of the end user. Will it be beneficial to the customer to participate in the promotion? or is this promotion misleading the customer?

I'm extremely disappointed with this experience, my time is wasted on calls, emails, and follow-ups. My mind is always worried that i made a wrong decision which is costing me more than AED 1,500.

1 August i booked the ticket for 2nd of Nov from kochi to Manchester. On 3rd August again 1000 above pounds were deducted from my account. With booking reference JLUIFX. shivani sharma and don paul mathew.

I have booked tickes for 2 adults from kochin to Manchester and payment was done at the time of booking. After 2 days when I checked my account I was in shock that etihad airways has again deducted money from my account. I called customer care and they told me to wait and call again with no assurance that i will get the money back or not.. It's ridiculous that I have to struggle to get my money back. First and Worst experience with them and guys please never book flights from etihad . They are looting people.

Flight EY6 Munich to Abu Dhabi

12 july, 12.10

Flight EY460

Abu Dhabi to Melbourne

12 July 2022

time - 21.50

First of all, the first flight was delayed by one hour. Giving us a stress and not enough time to catch the connecting flight (ey460). On landing in Abu Dhabi, I saw that the next flight was also delayed till 12pm - midnight. We boarded that plane at midnight just for the plane to be delayed another hour! During this extra one hour delay, we were all sat on the plane in soaring heat. The heat was unbearable. There was no air conditioner on. After asking several times what the delay was, we were given no answer.

Finally the captain made an announcement just saying we were delayed, but he said he will refuse to give a time as to when we can take off. His announcement was quite rude, with no reason as to why we were delayed, and no apologies for it either.

During this delay on the plane, we called for a steward or stewardess several times to ask for some water. No one came. I have a young daughter with me, which was suffereing consideralby and needed water.

After waiting a long time, I took it upon myself to go up to the front and finally get a bottle of water.

Water should've been offered to everyone straight away. I find this very poor service.

Hi dear

I'm Abdelaziz Housni

Chocking, I was the first time I went online to make a reservation to that direction in rush following certains hustles without going to details... I did not planned...& later I should cancel for inconvenience...

On April 2014, my reservation done online by your online agency... then cancellation the day after by phone then online...

My citibank debit card I used to make my reservation number below:

[protected]

expiration date: 01/17

Code in the back: 597

The citibank CSR promised me to block that transaction after I told him about it... Etihad Airways Agency took my money, without my consentment, from my saving account which is an abberation...

You can from the citibank find out and fix this abusive problem touching your company & not you but your online agency which tarnishing your business reputation... not me..

Sorry about this inconvenience...

[protected]@gmail.com

You can text me to: [protected] (not sure, no phone connection: sorry)

I was traveling from kochi to Dublin via connecting flight (COK-AUH-AMS_DUB) on 4 th July 2022 I lost my one laggage and I registered complaint at Dublin airport but I didn't get any response from the airport or airlines till know. Flight numbers are COK-AUH (3L -126), AUH-AMS (EY 77), AMS-DUB (EI 605). My laggage medium size black bag laggage number 3L 099172 and SEQ number 51. kindly make arrangements to get back my bag as it contains my valuable things. My mail is [protected]@gmail.com. Your prompt reply would be appreciated.

Desired outcome - I need my laggage as soon as possible, kindly do the needful

Reservation code SNXOFU

Ticket Number [protected]

My flight originally on 22 July 2020 was cancelled by Etihad Airways due to covid restrictions, I was given an open ticket to use which I regularly emailed to check it was still valid, when I tried to book a flight I called the Bangkok office several times to book the flight each time I was told they could not find my booking number, I offered to email them the proof of the open ticket but they did not want me to. After 2 weeks of trying this I booked a flight with another airline, I phoned the Bangkok office again asking how to get a refund and I was given an email address to claim which i have done twice now the first email was sent on the 8th June and the second 28th June but nobody has responded.

I am from the UK but currently in Thailand which is why I called the Bangkok office to book my ticket.

I was travelling from Kochi to Dublin via connecting flight [COK-AUH-AMS-DUB] on 4th July ,2022. I lost my one luggage and i registered complaint at Dublin airport but I did not get any response from the airport or airlines till now. Flight numbers are COK-AUH [3L 126], AUH-AMS [EY 77], AMS-DUB [EI 605] My luggage is medium sized brown suitcase of American Tourister Kamiliant brand with luggage number 3L 099169and SEQ number 50. Kindly make arrangements to get back my bag as it contains my valuable things. My mail id is [protected]@gmail.com.Your prompt reply would be appreciated.

I was travelling from Kochi to Dublin via connecting flight [COK-AUH-AMS-DUB] on 4th July ,2022. I lost my one luggage and i registered complaint at Dublin airport but I did not get any response from the airport or airlines till now. Flight numbers are COK-AUH [3L 126], AUH-AMS [EY 77], AMS-DUB [EI 605] My luggage is medium sized black suitcase of American Tourister Kamiliant brand with luggage number 3L 099165 and SEQ number 49. Kindly make arrangements to get back my bag as it contains my valuable things. My mail id is [protected]@gmail.com.Your prompt reply would be appreciated.

We have been taken aback by Etihad’s personnel indifference and lack of customer service oriented attitude.

We have purchased a return flight ticket from Etihad on-line - booking # AJHQJK for my sister, from Berlin to Sydney.

She arrived at the airport some 5 hours before the flight ex Berlin on 15 July 2022 but missed it due to huge queues and complete chaos at Berlin airport.

There were thousands of passengers trying to go through check-ins, but very limited ground personnel processing passengers extremely slowly and no ground staff to assist Etihad passengers to ensure they are queuing to the right desk.

My sister managed to contact me to call the Etihad as there was no Etihad office at Berlin airport.

She was assisted by Lufthansa staff who tried to assist and advised the next available flight is on 3rd August on Etihad Airways.

I have immediately contacted Etihad service office from Sydney and spoke to service office staff who checked and confirmed there is one seat still available on 3rd August but they are not able to re-book since my sister is already checked-in.

She needed to email another department to get my sister checked out and I should call back in an hour or so to re-book or just go Etihad website to re-book.

I was also advised that one change on this ticket is allowed without the penalty fee, but I may need to pay the fare difference.

We have tried to re-book on the website but got a message to contact the service office.

I called Etihad office again and was advised the fare difference for changing the inbound leg only - ex Berlin to Sydney - would cost almost the as much as the full return flight we have purchased originally. If we opted for a refund, we would only get taxes of 223 Euro refunded.

We looked again on Etihad website and the cost of one way ticket was much less than the cost we were advised we would need to pay.

During next call to Etihad office the cost came down to half the original return flight we purchased but was still too high in our view.

We have called Etihad again and tried to change the flight to less expensive period in February, but service office staff advised there is no the route available – all the while we could see available flights on Eithad website.

We were advised that we will get a call from Etihad once they resolve the issue. But - no one called.

16 July - we called Etihad office again and were advised that the cost we would need to pay is so high due to “no show” fee being added of $476 Euro, plus the fare difference.

We were also advised that if we were to request a refund, it would be 178 Euro (down from 223 Euro advised just one day earlier).

Considering the confusing messaging we received from Etihad Service Office I can only imagine the chaos at the Etihad check-in in Berlin.

It appears that Etihad personnel is not trained or not interested in assisting customers when asked for assistance, but rather getting as much additional funds of them as possible.

All we wanted was to re-book an inbound leg from Berlin to Sydney - to which we were entitled without penalty.

Instead we were given an experience by Etihad staff we would prefer to forget.

But since that is not possible, we will not hesitate to warn everyone we can to avoid Etihad at all cost, as assisting passengers in difficulty is not practiced by Etihad personnel.

We feel let down and sad regarding the 4th leg of our London to Manila return via Abu Dhabi, Etihad are ok its the passengers near us, and we point out Etihad allocated our seats, people were chucking g food sleeping on floor ,basically being a nuisance for the whole flight, cabin crew spoke to them but it just carried on all the way, when we disembarked we noticed the aircraft was in a disgusting state , food blankets cups pillows scattered alover, we have respect for Etihad crew aircraft and items onboard we are left feeling letdown and sad , passengers seemed hostile, we deserve better, we would never act how they did, we could not possibly put up with this sort of behaviour again, we are very unhappy now. Flight was EY25

LQHZQE

I requested unaccompanied minor services through the website email as designated. Despite numerous complaints via email, more than 10 phonecalls, no one has come back to me. In less than 2 days, I have a 13 year old flying alone and NO ONE can help despite their helpline. Unacceptable!

My complaint is about Etihad not refunding me for a cancelled flight after over 2 months of requesting a refund (03/04/22) and sending the full new bank details for reimbursement (23/04/22). No bank transfer arrived yet and only an expired voucher (valid only for one day from 24/06 to 25/06/22).

I had initially a booking to travel roundtrip from Brussels to Bangkok via Etihad for the 01/05/20 to 10/05/20 (reservation: UYDCAR), paid entirely by credit card. Flight was cancelled because of Covid. On the 01/06/20, i received a travel bank refund (voucher of 495,41 EUR + 54 EUR) valid for 365 days.

On the 25/05/21, i used all my travel bank credit (voucher of 549,41 EUR) and additional amount paid by card for fare difference of 149,4 EUR to buy a new ticket for the 07 to 18 april 2022 (reservation: VFYRYA).

On 20/12/21 i received an email saying one leg of the flight was cancelled and i got the option to request a refund.

I sent a refund request via email (03/04/22) and full new bank details on the 23/04/22 and no official reply, only via messenger after insisting. They said i was going to get refunded in the original means of payment, meaning 549,41 EUR on voucher and 149,15 EUR via bank transfer.

On the 24/06/22, i got an email saying i have a voucher again for 549,41 EUR but no clear message saying until when it is valid, they answered me today (27/06/22) via email saying that i have no credit. The voucher of 549,41 EUR was only valid for one day until 25/06/22. Until now i received no bank transfer for the 149,15 EUR they claimed to reimburse and a voucher that expired (only valid for one day).

I request Etihad pays by bank transfer a full refund (voucher value + 149,15 EUR paid for fare difference) at the shortest notice, since already 2 months passed from my complaint. According to the regulation the passenger should be reimbursed at a shortest notice and can choose the means of reimbursement and i don't accept to be reimbursed again via voucher.

i had booked 2 tickets for my parents visit from mumbai to abudhabi and return on etihad airways website.

date of transaction : 23-dec-2021

the transaction was unsuccessful but the amount got deducted from my account. no ticket was issued nor any booking reference number email came from etihad airways.

i had raised the issue for refund with etihad airways and my bank .

it has been now more than 5 months that I have not yet received my refund from etihad airways.

my bank has already released the amount to etihad and now etihad has to process from their end for refund.

i have been following up with your customer service department and every time I only get false assurance of the matter getting solved immediately.

i have emailed them the supporting documents for the same 3 months back and when I call the customer service for acknowledgement , they every time just assure to call back in 2 hours or ask me to call back after 96 hours. this has been a very bad experience for me especially since i am regularly using etihad airways for my travel. the latest reason for the delay they told me is that the transaction routes from different countries, so there might be third party involved and their back up team is still trying to figure out what happened.

i cannot accept this reason as i made the booking on their website not through any thirdparty or agent. whatever happens on their website is their responsibility.

i sincerely hope to get help with this problem and help me to get back my refund as early as possible.