Etihad Airways
reviews and complaints

My PNR is : UPFVDW

I am due to fly on 13th Sep from Hyd to Lhr..
I just read an announcement on the net regarding all international scheduled flights to be banned till end of Sep ..to confirm whether this affected my flight I called the Indian customer service number and thre was a waiting of 30min before I was connected.

I asked if the flight was affected and she said right now there was no update as to whether these flights would be cancelled.. I informed her that Etihad were not flying from Hyderabd till 1st Sep due to this ban and that I was worried that due to extension by the Indian gov the flight would be cancelled

The Executive was very disorientated and seemed not aware of what she was doing, her manner was not at all empathetic and she was just uttering words without meaning them..

I asked her to put me through to a manager or Etihad Guest relations because this was not acceptable that the airlines did not know what was happening and that customers should be informed directly by airlines rather than having to read on the net..this is very stressful and worrying and mentally affecting customers..

She then disconnected the call and has not even bothered to call back..!
I am disgusted by this service and I'm worried and want to know what is the status of my flight so I can make other arrangements if necessary..

Take this as a formal complaint

My card has been soft charge dated August 20, 2021 2013H. Amounting to 2760dhs. Reference number GAINDU. As per etihad, they release the fund already as this is just a soft charge and the amount will be credited in my account maximum 5 days but till now it is not credited. I called the bank according to them the amount is still on hold on etihads part. I called etihad they just give me the approval code 649824. I called the bank again as per them they need official document for this. But when I call etihad as per them they are not providing document for this as this is just a soft charge and I should be expecting that money to be credited to my account. Which is which? I need that money asap and I can't afford to wait that long because I will be using that money for my husband and daughters flight. Kindly do the needful. Whenever I'm calling etihad customer service, it's taking too long to answer my call and still this issue hasn't been resolved for a long time.

Dear sir/mam

I had returing ticket of 25jul 2020 from washington dulles, boeing 787-9 jet
To dubai and nepal for all details I have uploaded the booking ticket. Due to the pandemic you people stop the flight and we booked the other airlines and its my right to get the refund from yours, but still we are not getting. So plz kindly do the needfull

Dear Team,

Booking date -25-Aug-2021
Travel date-17th Sep-2021
Details- AUH to SEZ (return)

Issue : Cancellation
Online cancellation not working. Online cancellation fails saying call us to cancel your booking. Your call wait time is 2 hours each time we call, Its been over 12 hours ive been trying to contact the etihad contact center and not able to get through yet. Please advise some other faster, more effective way of cancellation and refund considering your cancellation button on the website is just for show

Hello,
My name is Bhavesh, I have a complaint about Etihad Airways.
I booked a flight with them for my family in early 2021 to travel in July 2021.
Capt Etihad changed the schedule, which forced me to cancel the flight.

When I spoke with Ethida customer service I was told they would refund the full amount to me as Etihad was changing the schedules.
Etihad customer service also told me that the refund should be made within 45 business days (this was May 25, 2021).

I have provided all required information, bank details, booking details by phone and email to Etihad.

However, after almost 3 months - I haven't received my refund.
I have tried speaking to Etihad twice and each time they mention that the request is being processed without any firm confirmation of when the refund will be issued.

I am stressed because the amount is over 3000 euros and I need the money.

can you please provide assistance on the options i can choose to push Etihad to pay my refund.

Thank you.

My name is Mr. DAUD MOHAMMAD/Aslam, my ticket number is [protected] I was flying to Lahore 30th January 2021, flight number EY18 connecting with EY 243 when I got the air port I was denied boarding because my PCR was 70 hours old.
I want to notify that Etihad website said up to 96 Hours, ever since I'm trying to get refund of my ticket through my travel agent and had NO successes.
Can you please remove remarks from the reservation system that it's a NO SHOW. This wasn't a NO show as I was there well before the time.
I enclosed copy of my PCR and website.
Daud Aslam
should you need to get in touch my UK phone number +[protected]
email address : [protected]@hotmail.co.uk

Refund
Pervez Akhtar
30.St.Winifreds.Ave
LU3 1QT
24/08/2021
Invoice Number: 4557220
Booking reference: 34XEW4

As it so happens that your company, travel trolley, was highly recommend by close members of my friends and family. On their recommendation I did an internet booking on Wednesday 03/02/2021 to go from Heathrow Airport to Dubai, from Dubai to islamabad return. I also was in demand for a full payment on credit card of £1596.16 and the booking was confirmed. Unfortunately, due to no fault of mine, Etihad Airways cancelled the flight. So therefore, yourselves, and Etihad Airways agreed to refund all of my money. Each time I was told by travel trolley agents that I should wait 2 weeks and then to ring back. On each occasion, I was promised that the refund would be put back into my account but for the last 4 months I have received nothing and all I have been told is lie upon lie. Yesterday, I spoke to one of your colleagues who instructed me to ring Etihad Airways and to find out what has gone on. I in return wasted 4 hours on the phone, finally, Etihad Airways picked up my call. I spoke to Mr Petar, who then looked into my account and told me that all refund had been already passed on to yourselves. in return, I then rang today at 11 o'clock and I spoke to a Mr Kamil who then also said the same thing, that Etihad Airways are lying, and that I should contact them again. It is not my duty to start chasing the mouse. I had also asked Mr Kamil for a request to speak to the manager who promised me that by 2pm today, I would recieve a call back but as usual, another lie. Now you leave me no choice but to request a legal battle, and also I will instruct trading standards of my position so once again i am requesting yourselves to return my funds on the promise that I have done onto yourselves.

Awaiting your reply,
P Akhtar

The level of commitment is so disappointing and not the Etihad level I used to deal with
I received an email and SMS (attached) mentioning that the flight will get delayed for 2 hours bearing in mind that the passengers are two kids which made me rearranged my kids transportation and lots of depending events
But I thought to double check with the call center, I called Mr Ahmed at 11:52 Abu Dhabi time after failure to reach the economy options where I waited for ever so I decided to recall and choose the first class option
The surprise was that there is no delay in the flight and it will departure on time. And he checked for three times
Why would a well known airline send misleading information through email and SMS.
And know the whole family is confused, and unsecured. We don't know what should we do know.
Please advise on whats the right action and who's mistake is this

So disappointing

Good day EY,

I submit this complaint on behalf of my client, as to date we have not received any form of feedback from the airline on the number of emails we have sent to you, which included the below:

Ref: HVRNAF
Ticket Numbers:
[protected] - Original
[protected] - Original
[protected] - Re-issued
[protected] - Re-issued

• We submitted tickets [protected] + [protected] for a full refund through BSP Link in March 2021.
• We received a rejection to our application in advising that the fare rules applied to the ticket.

Please note that we dispute this based on the following and request a waiver to proceed with the application of a full refund:

1. Clients were booked to travel originally on 19 March 2020, from Johannesburg to Abu Dhabi, return on 29 March 2020
2. Due to South Africa entering lock down and our international borders having been closed from 26 March 2020, these passengers only option at the time was to change their travel dates. They moved their dates to travel in July 2020 and the tickets were re-issued as per the EY policy at the time.
3. On 8 May 2020, the flights booked were UN'd by EY.
4. Our client then chose to wait until our international borders re-opened to rebook and to see when EY would begin operations again.
5. On 01 October 2020 EY announced that they were suspending their flights to South Africa until 31 March 2021 and were closing our local EY office.
6. To date, there is no indication of EY returning with scheduled flights to South Africa
7. It is for this reason, that the customer requested that we submit his tickets in for a full refund

I refer to the following policies that are currently in place:

1. https://www.etihadhub.com/en-ae/news/route-cancellations-and-available-options-for-guests - Route Cancellation policy
o As per your website:
o "With additional route cancellations and suspensions announced, please check the updated list of rebooking options with approved carriers. These options should be offered to the guest only if there are suitable connections available. For carriers where RBD is not highlighted, settlement is only on the Economy RBD. If the above rebooking options are not suitable to the guest, the unused portion of the ticket may be refunded"
2. https://www.etihad.com/en/travel-updates/all-destinations-travel-guides - Confirmation that you are not currently operating to our country
3. https://www.etihadhub.com/en-ae/news/global-covid19-waiver - COVID Waiver
a. As per your website:
b.
c. Guests are also entitled to a refund:
• Refunds are permitted for all future bookings with an original travel date on or after 1 October 2020, where any of the flights on the booking have been cancelled.
• If a Guest tests positive following their COVID-19 PCR test or where travel is restricted by government regulations and the guest is unable to travel, they are entitled to a full refund.*
*If a guest tests positive for COVID-19 and they are unable to fly, to receive a refund they must present their positive COVID-19 PCR test result in line with country regulations, i. e the test must have been conducted 48-96 hours before their flight from an approved government facility. If the guest is unable to travel due to government travel restrictions at their point of origin or destination as outlined at etihad.com/destinationguide, a refund can be requested a maximum of 14 days before departure.
Travel agencies have to raise an email request with the nearest Sales Office in the region along with a copy of the positive result. Once the waiver is approved, a waiver code will be provided which must be updated along with the request for refund in BSP application by the travel agent.
Tickets refunded due to flight cancellations/misconnections must be endorsed with REFUND followed by the reason for refund in the endorsement box (e.g. REFUND DUE FLIGHT CANCELLATION/MISCONNECTION).

Based on the above, I think you will agree that it is unfair to impose a cancellation fee to the client when he is unable to utilise his ticket on EY, due to a) your flight suspension of his ticket in June b) your network suspension to South Africa.

Please may I ask that you reconsider you position on this refund and provide us with the necessary waiver endorsement to proceed with the full refund application.

Dear sir
Ref KRGPPC

I hope this email finds you well,
I am saddened to inform you that my mother (azza ibrahim) who Frequently travels with Etihad due to their superior and sustained customer service has suffered a series of unfortunate events to whom i contact customer service several times and to no avail.

Mind you althought Etihad flight from Lax was operated by jet blue i am an etihad customer that needs assistance a a soloution to my current situation

1.On the 17th in alax
Dr ibrahim at the jetblue counter was informed she was not allowed extra luggage she called me and i called etihad customer service twice to which they told me otherwise and tried to contact jet blue after failing
I contacted my mom and spoke to the counter assistance she informed me mom was allowed 1 extra piece of luggage due to the new etihad rules i explained to her that this was not what i was informed of after almost 90min the made her pay 300 dollars per extra piece (600 dollars) and claiming that the other 2 peices were extra weight avove 23kilos (which is not our buissnes limit ) she made her pay 600 dollars extra lauggage
Attached is a screen shot of credit card from bank
2. The lady at the counter had the pcr test required and said she didnt qnd asked my mom to go print another copy this time she refused to speak to me even on speaker and after 30min i asked my mom she hands her back all documents and after my mom searched she found them within the documents handded and showed to her she lightly appologized and dissmesed the situation lightly
By then my mom was already exhausted and confused mind you she suffered from aback problem to which she receives medication that make her sometimes a bit drowsy and confused

Unfortunately on boarding the flight she forgot her purse with all her documents and passport credit cards, id cards a

3. On arriving to when the weel chair employee was taking her to etihad terminal she informed him she couldnt find her purse in her carry asked him to stop and search after sometime he was very nervous and just drooped her off at baggage claim,
They said that there was nothing to do
4. We contacted the police of newyork thankfully they send someone and handled the situation and after involving TSA and jet blue they approved she travel back to LAX with out id i just had to buy the ticket online which coast us 19000dollars however strangely enough the extra 2 pices were for 150 dollars each and no extra weigh was charged

5.etihad finally called 10min before fligh tqke off asking were my mom was informing them of the situation they said that her baggage was at their terminal and she needed to claim it herself
Nothing else not offering any thing in assistance
No flight to lax no money to pay fromnher extrabags to flight them back to la knowing that had to be done either by a physical card or cash, no food voucher nothing

TSA got her water and food
A lady helped pay for the lauggage and i sent the money over from egypt and bought her food as well as the ordeal took more that 24 hrs.

6. I tried calling you customer service number in egypt it keeps dissconecting or no answer
I called customer service of usa international and was asking how to resolve the situation qnd if i can get escort in Abu Dhabi aiport so they take her to the buissness lounge and then escort her to her last flight back to cairo they said they werent sure if such service is avilable and they will get back to me No one called till now
7. I called again was informed that customer service didnt have the resorces to handel it and i needed to file a complain on the website i qsked to speak to qn etihad manager to which thankfully the agent sent an email with hower when i asked for a refrennce number they said there wasnt one the reffrence would be the reservation number.

Please tell me what we should do she needs to travel and i need an escort in abu dhabi with weel chair assistance im trying to manage the booking here but its complicated and im getting no answers from customer service.

We (2 couples) landed at Abu Dhabi airport on 13th August 2021. The connection from Abu Dhabi to Dubai was supposed to be a bus and as part of the ticket. This was a complete FARCE. The Etihad staff member tried to be helpful but he had probably 100 people or more to put on 1 bus which was not event there. There was no information as to what happens to the people who don't get on the bus. We had already been at the airport 3.5 hours before we managed to get permission from the authorities to travel by taxi.
We are now on our return doing the same thing. Getting a taxi from Dubai to Abu Dhabi, obviously at our cost. Etihad has let us down very badly.

Hi. My flight ey535 auh to bey yesterday August 15, 2021. Reacher Beirut and unfortunately without knowing the reason my luggage did not come. Reported. And they told they will update within 24 hrs. If bag came. I need to go and pick it up? Really. Now I got call that it reached airport so I need t to their tom. Back and forth to pick my lost luggage, which is not my fault. Can I file a formal complaint and appeal for the expenses I made? Clothes. Necessities. They don't give anything or assist, at least the basics. So ill get my luggage Tuesday. But I'm staying here for5 days only.

my ticket with Etihad is pending since last year which was booked through http://musafir.com and now when I request for rebooking am getting the reply saying seats are not available. I was expecting that Etihad airline is clearing last year's pending tickets on priority. The flights from my route have started on the 10th of this month and still, you people cannot Rebook my pending ticket.

Expecting it to be booked at the earliest

My kids and I booked our flight to Jacksonville Florida with Etihad Airlines. We made sure the whole trip is booked through Etihad (WE paid 20% more expecting the best service). Our booking reference was TSIPSY. Unfortunately, my two elder children 1 week before returning to Abu Dhabi got sick with COVID 19. I called ETIHAD AIRLINES in the United States and gave them my booking details and asked if my children can travel as unaccompanied minors (just to make sure if I could travel before them) so Etihad could provide adult supervision. I was told that my 11 years old daughter ticket's should be upgraded to adult ticket and the service will be provided for free, but the changes have to be made through the travel agency. As soon as I reached Abu Dhabi, I paid 800 Dirhams to upgrade my daughter's ticket to adult through the travel agent and went to the airport to speak with any Etihad agent to apply for unaccompanied minor service. They told me I have to call the call center to get all the information. I called the call center yesterday night around 10:30-11pm, and gave him all the details, and he told me that Etihad is responsible to assist my 2 children on the whole flight from Jacksonville to Abu Dhabi (booking reference FGGAVH) passenger names Ryan and Lea Halawy, especially we spoke with American Airlines and they told us because the ticket is bought from Etihad direct, they do not provide adult supervision on their flight.
I was told by your call center agent that I will have an answer with all the details in 4 hours. I call again today after almost 12 hours and I was told that because it is a multiple flights trip and with another airline, Etihad do not provide UNACCOMPANIED MINOR CHILD SERVICE.
This is beyond outrageous! I made the decision to leave without my kids because I was afraid to get infected with Corona and before I left I called your airlines in the US and I was given information that you give such service for minors traveling alone. I bought an adult ticket for my daughter when I reached AD so she could get this service for free, and one of your agent in the call center assured me that you provide the service on the whole flight.
The kids had to stay in the US because they got COVID! This is a medical emergency and that is why we had to do the changes.
I ask you please to solve the issue for us, as my 2 kids are minors and it is not safe for them to travel alone. Your call center said they will get back to me in 24 hours.

Hi, I was given numbers of Etihad staff to contact in my country, Kenya... When I called, the lady picked up and asked who is this, which is an unprofessional way of answering a work phone/mobile. I informed her that I was given the number to contact in case of anything to ask info regards travelling. She bluntly told me this is a wrong number, even after me telling her I don't think so. Later she called and asked me again, I told her I thought u said it's a wrong number, to which she said I thought otherwise. Told her it was unproffesion of her. Kindly let them be trained on phone etiquette. Very disappointed with the supervisor... The other lady as well sounded not interested. Numbers are included +[protected] and the other lady her name is mercy (airport manager) mobile +[protected]. They need training on how to answer phone calls. Does not matter who is calling them.

I have initiated a refund request on a flight from Kochi to Toronto via Abhu dhabi on 29th July which my i booked for my wife and still have not received the refund. Booking details are as below:

Name : PARVATHY VYSAKH
Ticket No : [protected]

We have rescheduled it multiple times and decided to cancel the refund due to continuous cancellations in flight.

Please do give us an update and do the refunds at the earliest. Customer care for etihad is unavailable. No replies via twitter. Kindly give us the refund asap.

Please advice, exchange my tickets 2020 to 2021 Auguest
PNR:JNVOEH
AUH-TRV
25 nov, 2020
Contact:[protected]

I am sreemol Prakash.My etihad Airways travel reference number is TZCRQS(travel date was October 7, 2020).Due to the Covid pandemic, flight has been cancelled, We had to book an another flight to fly from India to canada.We haven't used our ticket.Etihad suggested me about travel bank.Called customer care on 21 October 2020 to request to credit my balance (more than 3000CAD) to travel bank.They said, its all deposited into my account.It is going to expire in 2 years.I can use this amount for families, friends etc.On 10th August 2021, i contacted Etihad customer service to book new ticket for my mom and friends.They said there is no account balance in my travel bank.It is zero.Are you playing with customers money?I requested to file a complaint .I have been experiencing worst customer care experiences from etihad.I thought that you are one of the reputed flight companies in the world.But, it is the worst flight company.You are stealing money from customers.Flight had been cancelled because Of pandemic, not our fault.We are suffering from this.If I haven't get reply from you in 24-48 hrs, I am going to file a complaint in court.

I booked a flight from Bangalore to London for September 17th.
I was being told by one of the customer representative that for students there shall be a total 50kgs allowance for check in baggage and this shall reflect once the ticket has been confirmed on the mail.
Now, in the mail it shows only 40kgs.
The promocode was successfully applied as per the advice of the representative who mentioned that only if the promocode is applied, we shall get the 50kgs allowance.
Now, after I spoke to the team on instagram, they mentioned for this route only 40kgs allowance is given.
This is absolutely misleading and we need an immediate update on this matter.
Attaching the screenshots of my tickets confirmation and the chat with the social media team.
Highly, disappointed with the service of Etihad as I am not even able to reach out to a person on the customer care number and call gets on hold for hours to together.
I shall be raising a CRM complaint against Etihad if this is not resolved.

I have booked a ticket for my daughter I[censored]A MALLIK VIDE PNR ZOJUMG from India to Toronto YYZ for 19th April 2021. I booked the ticket through Etihad customer care and paid through bank transfer. Unfortunately the flight got cancelled for travel ban and I initiated a refund on 11th April 2021. On July 11, 2021 I got to know from your customer care that You have mistaken the Account holders name as I[censored]A MALLIK instead of CHANDRIMA MALLIK. I was told that you have rectified the name and refund initiated again on 11th July and I have to wait at least another 30 days for refund. Today is 11th August and till date neither I have received the money nor any communication from your end. Four months already passed and I am not getting the refund but within these four months I have purchased another 3 tickets from other airlines and due to travel ban they have got cancelled and I got my money back from all airlines except Etihad.