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Etihad Airways Customer Service Contacts

+1 800 266 7883 (United States)
+44 345 608 1225 (United Kingdom)
+66 27 873 377 (Thailand)
+41 844 002 211 (Switzerland)
+27 860 123 150 (South Africa)
+65 68 185 555 (Singapore)
+35 170 720 1585 (Portugal)
+63 27 926 044 (Philippines)
New Airport Road, Khalifa City A, PO Box 35566
Abu Dhabi
United Arab Emirates

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Etihad Airways Complaints & Reviews

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Resolved
Etihad Airwaysbaggage fees overcharged (not per contract)

Ticket from BLR to RDU. BLR Abu Dhabhi LHR RDU. The leg from LHR RDU operated by AA, 1 bag check-in allowance and extra baggage was supposed to be $100. Ticket contract CLEARLY said Etihad baggage allowance was 2 bags for check-in. However, at BLR, I was charged $344.30!! This is a violation of the contract. I have attempted to call Etihad customer service and lodge a complaint, even sent an agent an email with the documented proof -- but no progress or resolution after 10 days! I have flown Etihad a couple of times before, but this incident and how Etihad customer service has handled it has definitely soured my experience.

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    • Etihad Airways's response · Apr 14, 2018

      Hello Govinds, thank you for reaching out to us.
      Please send us your booking reference or case number in order to check your baggage allowance. *Isi

    The complaint has been investigated and
    resolved to the customer's satisfaction
    Resolved
    Etihad Airwaysbehavior of ground force

    Here from Ahmadabad to abudhabi..I am travelling by this flight on 14.04.18 and found your crew members sitting at check-in and at various counter behaves with people like they are dogs. Very Badly behavior
    Very serious they tried to do this with me but I opposes them.
    I feel it is more better persons are available in domestic flights..
    Sorry to say very very bad ground forces...

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      • Etihad Airways's response · Apr 14, 2018

        Hello Gaurang, thank you for your comment.
        For which flight have you checked-in?
        If you like to lodge a formal complaint please send your details to [email protected] *Isi

      The complaint has been investigated and
      resolved to the customer's satisfaction
      Resolved
      Etihad Airways — lost baggage and bump off from flight

      I have been bumped off fr om my confirmed flight out of Lahore (Pakistan) to Los Angeles (USA) After 1 day...

      Abu Dhabi

      The complaint has been investigated and
      resolved to the customer's satisfaction
      Resolved
      Etihad Airwaysuncredited miles

      etihad guest no: [protected]
      maricar d. artates

      3/28/2018 mnl - auh
      3/29/2018 auh - lhr
      reference no: eirlao

      4/10/2018 lhr - auh
      4/11/2018 auh - mnl
      reference no: ycjyye

      On both set of flights I used my etihad guest number during check in, but to no avail, it is not yet credited to my account.

      I understand if the latest set of flights back to manila is not credit but for the earlier sets of flights it should not be the case. Ive emailed them and they claim that the miles is already updated and credited to my account but neither my pal (which they claim where it is credited) nor my etihad membership is updated.

      And they even ask me to ask pal a written letter that it is not credited, when I sent them the screenshots of both my pal and etihad transactions!!! It is absurd!!! They have their own system, that they could check but they wont!!! And yet they ask me to ask pal???

      uncredited miles
      uncredited miles
      uncredited miles
      uncredited miles

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        • Etihad Airways's response · Apr 13, 2018

          Thank you, we will forward your details to our Etihad Guest Team to credit the miles for you. *Marc

        The complaint has been investigated and
        resolved to the customer's satisfaction
        Resolved
        Etihad Airwaysdelayed baggage (file number jed ey 26018)

        I was on Etihad flight EY 435 from Manila to Abu Dhabi (April 11, 2018) and flight EY 313 from Abu Dhabi to Jeddah (April 12, 2018). Supposed to be our flight from Manila was 7:10pm. But due to engine problem (that's what the captain said), our flight was delayed for more than an hour. So when we reached Abu Dhabi (supposedly there's a 2 hour stop-over), we had to run for the final call of boarding for our connecting flight going to Jeddah. There was another 30 mins delayed on our flight from Abu Dhabi to Jeddah. We reached our final destination at 4:20am (instead of 3:45am). While we were waiting for our luggages on the assigned carousel, a person from Etihad approached us and said that our luggages was also delayed. He took our contact numbers, addresses and a copy of our passports. He said that they will just deliver our luggages in our house at 10 am (April 12, 2018). I've decided to wait for it. I didn't sleep coz I was afraid that my luggage will come and no one will receive it. Around 11:30am, still no luggages. There was 3 calls from [protected] but each call rung only once, didn't give me a chance to answer any of that call. I've decided to call the Etihad hotline and gave me the contact number of the driver who will deliver my luggages. I've called the driver ([protected]) and he said that he will deliver my luggages after 2 hours. It was around 12nn that time and I was on my way to King Abdulaziz International Airport, hoping that I can personally pick-up my luggages. The driver told me to go to SGS office at Gate 1. I went there and looked for my luggages but I couldn't find it. I've called again the driver, he told me that he will just deliver my luggages after 2 hours. He even asked me to send my location thru whatsApp. I went back to my house and sent him a message in whatsApp with my location. But after 2, 3 and 4 hours, still nothing and nobody contacted me to inform what happened to my luggages. It's already 7:45pm as I was writing this and still, I don't have my luggages and no one from etihad airways even tried to contact me.

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          • Etihad Airways's response · Apr 13, 2018

            Hello, we are sorry to hear about that. Please send us your baggage reference (PIR) number in a private message so that we can follow up for you. Thank you. *Marc

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          The complaint has been investigated and
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          Resolved
          Etihad Airwayscancelled flights

          Myself and 8 members of my family 3 children included booked flights to Perth Australia leaving on 03/11/2018 returning 25/11/2018. I was in formed on 10/04/2018 these flights have now been cancelled. I rang Etihad customer services as advised in email and was offered either new flights or a full refund. The flight offered was totally unacceptable therefore I opted for a full refund. I was advised this would take 48 hours. I have today checked my credit card statement to see I have been refunded for one flight! Again I contacted Etihad who changed what was originally said to then be advised that each ticket is refunded individually, so this will now take up to 10 days. As a customer who has paid over £5000 to your company I find this totally ludicrous I have to receive my refund in this manner. We are family of 9 who has already paid for accommodation for our required dates and are now in a position we cannot book new flights until we receive our money back from your company. On checking flights to rebook they are currently £500 more than we have paid your company so already our expensive trip is costing more. These flights will continue to rise in price until we are in a position to book, a position you have put us in due to your refund procedure! How do we even know we will get flights booked for our required dates now?? Are you as a company going to compensate passengers in our position who are now having to pay out even more money for flights through no fault of their own apart from booking with your company in the first place? Obviously I understand these things happen, however the alternative flight offered certainly wasn't very good customer service and to be told you'd get a full refund for it to be returned in this manner is totally unacceptable. When I booked these flights I paid the full amount. I'm sure as a company you would not find it to be acceptable for me to pay for each flight indiviually every day for 10 days! A reply would be gratefully received with regard to this matter as I am one very unhappy customer!

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            • Updated by Jennifer Dickson · Apr 12, 2018

              Myself and 8 members of my family 3 children included booked flights to Perth Australia leaving on 03/11/2018 returning 25/11/2018. I was in formed on 10/04/2018 these flights have now been cancelled. I rang Etihad customer services as advised in email and was offered either new flights or a full refund. The flight offered was totally unacceptable therefore I opted for a full refund. I was advised this would take 48 hours. I have today checked my credit card statement to see I have been refunded for one flight! Again I contacted Etihad who changed what was originally said to then be advised that each ticket is refunded individually, so this will now take up to 10 days. As a customer who has paid over £5000 to your company I find this totally ludicrous I have to receive my refund in this manner. We are family of 9 who has already paid for accommodation for our required dates and are now in a position we cannot book new flights until we receive our money back from your company. On checking flights to rebook they are currently £500 more than we have paid your company so already our expensive trip is costing more. These flights will continue to rise in price until we are in a position to book, a position you have put us in due to your refund procedure! How do we even know we will get flights booked for our required dates now?? Are you as a company going to compensate passengers in our position who are now having to pay out even more money for flights through no fault of their own apart from booking with your company in the first place? Obviously I understand these things happen, however the alternative flight offered certainly wasn't very good customer service and to be told you'd get a full refund for it to be returned in this manner is totally unacceptable. When I booked these flights I paid the full amount. I'm sure as a company you would not find it to be acceptable for me to pay for each flight indiviually every day for 10 days! A reply would be gratefully received with regard to this matter as I am one very unhappy customer!

            • Etihad Airways's response · Apr 13, 2018

              Hi Jennifer, thank you for reaching out to us here. We are not able to compensate the guests for expenses occurring to guests due to their new travel itinerary, as we are not in the position to proof if guests booked the cheapest option available etc. We understand your frustration about the processing time of the refund, however we have many guests who are affected by the refund, which we are not able to refund all in one day. The rerouting option or the refund option are what we can offer you in this case and we apologize for the inconvenience. *Marc

            The complaint has been investigated and
            resolved to the customer's satisfaction
            Resolved
            Etihad Airwayscancelled flight

            i have been informed that Eithiad have cancelled my return flight from Perth to AD due to route changes.
            I am denied the option of full cancellation and now have to connect at Melbourne..using economy flight from Perth...when i have paid business class.It means leaving Perth earlier and taking longer to get home and big inconvenience.I am unable to even receive extra leg room seats.Disgraceful!!.I will be expection some form of compensation as the airline have not fulfilled its agreement at payment.
            Elizabeth Bryan ref ey487 21.10.18

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              • Etihad Airways's response · Apr 11, 2018

                Hello Elizabeth, we are sorry to hear you are affected by the route suspension.
                Please get in touch with the Contact Centre. They will be able to assist you with re-booking and also with booking of seats. http://www.etihad.com/en-ae/about-us/contact-us/our-offices/ *Isi

              The complaint has been investigated and
              resolved to the customer's satisfaction
              Resolved
              Etihad Airwayscheck in

              I am absolutely APPALLED AND DISGUSTED with the customer service my parents received whilst checking in on their flight today. My parents were due to board flight EY16 today at 9.05. They arrived at the check in desk and were told their luggage was 2kg over their 40kg weight. They were then told to proceed to the back of the queue so they could remove some luggage which they then did, my parents removed extra luggage (more than 2kg) so there were no further delays. When they got to the front of queue they were told they were still 2kg over which is absolutely ridiculous as how could they still be 2kg over if they removed some luggage? It makes so sense. A manager was also present who did nothing to alleviate the situation which I find even more ridiculous as neither the check in assistant nor the manager used their common sense in this situation! My father did not have any hand luggage therefore the 2kg that was supposedly over could have been covered through that.
              They then offered to pay money for extra baggage and were told cash cannot be accepted.
              I cannot explain the distress this has caused my parents who are not regular fliers, this is the first time they have flown with etihad and will never do so again!!! We will also never recommend this airline to anybody as the level of service we received was absolutely ridiculous! My parents called me clearly distressed about the whole situation and felt they were victimised. I would like to know the name of the relations manager that was present at the etihad check in desk so that we can make a formal complaint to the airline as well.

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                • Etihad Airways's response · Apr 11, 2018

                  Hello, thank you for reaching out to us.
                  Please forward your complaint to [email protected] Then our Guest Relations Team will review your case and contact you accordingly. *Isi

                The complaint has been investigated and
                resolved to the customer's satisfaction
                Resolved
                Etihadpayment not received for mishandled baggage

                Hi Team,

                I traveled from USA (Dallas) to India (Bangalore) between 5th Feb (departure) and 7th Feb, 2018 (Arrival). I noticed a considerable damage in one of my baggages, after leaving the airport.

                However, within the stipulated duration, I raised a complaint and the request number RQID:619414 was assigned to it. I have submitted photos of damaged baggage, the boarding pass bearing the luggage ID and ticket details. Inspite of followup and information that I have purchased a new baggage because of the extent of damage on the old one, no attempt is made to refund the amount.

                This is the worst experience I have had with an international airlines. This was my first trip with Etihad and the first experience itself was horrible. I hope you will address this atleast now and get the necessary reimbursement soon.

                With best wishes,
                Karthik Mysore

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                  • Etihad Airways's response · Apr 29, 2018

                    Hi Karthik, our Baggage team have contacted you and requested some documents, could you please reply to their email? Thank you. *Zozo

                  • Et
                    EtihadHelp Apr 11, 2018

                    Hello Karthik, thank you for reaching out to us.
                    We will ask our Baggage Claims Team to reach out to you regarding your claim. *isi

                    0 Votes
                  • Ka
                    Karthik Lakshminarasimha Apr 22, 2018
                    This comment was posted by
                    a verified customer
                    Verified customer

                    @EtihadHelp Hi,

                    No one reached out to me. Inspite of sending umpteen number of emails, the case is not being handled at all. How long will it take for your to to reach out to them?

                    Regards
                    Karthik M L

                    0 Votes

                  The complaint has been investigated and
                  resolved to the customer's satisfaction
                  Resolved
                  Etihad Airwaysdelay without prior information

                  I took 4 tikets for my family, wife and three kids to travel on 9th April with 4.20am departure ( Ticket Number ACBSTH). I got the first communication of reschedule to 7.05am once they reached at airport. Again I got another reschedule message for 9.32am. Can you ever think about the difficulties of a mother with 3 kids supposed to wait 8 hours in the airport? One slept and other is crying! As their father, you people provide me a sleepless night for believing world's number one airline. I requesting your kind update on this.

                  Aneesh Bhaskaran
                  [protected]
                  aneesh.[protected]@ae.uaeexchange.com

                  delay without prior information
                  delay without prior information

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                    • Etihad Airways's response · Apr 11, 2018

                      Hello Mr. Aneesh, we are sorry to hear your family was affected by a delay.
                      We hope everything worked out and they were able to fly out after all.
                      Let us know if you need any further assistance. *Isi

                    The complaint has been investigated and
                    resolved to the customer's satisfaction
                    Resolved
                    Etihad Airwaysground staff and check in procedure clarification around carry on baggage and laptop bag

                    Good Morning Sir / Madam,
                    I, Deval Arvindkumar Shah commenced my journey from Ahmedabad International Airport this morning via Flight No EY 289.
                    I had 2 pieces of baggage weighing 23 kg together which was denied by check in staff by saying that my ticket says one baggage which was bit understandable &Zinda was convinced that I have to send one bag weighing 5 KG back home by help of one stranger on airport as my family had left airport by this time.
                    Further whilst weighing my carry on baggage which weighed only 6.5 Kg - staff had asked me to put my laptop bag on top and then refused to allow both as carry on and asked for additional INR 5000 to allow me both. My understanding is that laptop bag which weighed only around 3 Kg at airport should have not been weighed as that's not considered as carry on baggage.
                    I travelled from Adelaide and eventually from Melbourne in same situation without any drama.
                    Further whilst I enquirer at Etihad help desk near gate 32 / terminal 3 this morning I was told that they should have allowed me laptop bag on top of my carry on baggage.
                    I want you to acknowledge and confirm fact to avoid unnecessary hurdles for travellers. I have incurred heavy cost to return
                    My laptop bag back to my place via taxi courier this morning.
                    If I was just intentionally harassed then I would like Etihad airways to compensate me for my cost to return my laptop bag to Vadodara at my home. I would also like Etihad airways to organise my laptop to be couriered to my residential address in Australia ASAP.
                    It was very disappointing first experience flying with Etihad Airways for me and your valuable input and staff training can change scenario in future.
                    Please revert back to me re; outcome. I would also like to formally complaint about non welcoming behaviour from Etihad airways ground staff including manager whilst dealing with this scenario this morning.
                    If I would have been told by staff at Melbourne airport during my onwards trip then this incident could have been avoided. I would like my laptop bag returned to me to my residential address in Australia ASAP.
                    Deval Arvindkumar Shah
                    66 Kildonan Road Warradale South Australia
                    Australia 5046
                    Contact No: +61 [protected]
                    Email: [protected]@yahoo.co.in
                    Current location of Laptop:
                    Father: Arvindkumar Ratilal Shah
                    E 23 RadheShyam Duplex
                    Opp: Vadodara Airport
                    Besides Shyam Gokul Society, Harni Road
                    Vadodara Gujarat 390 022
                    Contact No: +91 [protected]
                    Your prompt response in this matter will be highly appreciated.

                    Kind Regards,
                    Deval Arvindkumar Shah

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                      • Etihad Airways's response · Apr 08, 2018

                        Hello Deval, your cabin baggage allowance is 7 kg and you can bring a personal item of 5 kg on top which could be a laptop bag. Please send us your booking reference in a private message so that we can investigate the case. An officer will then get back to you after the investigation. Thank you. *Marc

                      Etihad Airwaysflight from heathrow to christchurch and return

                      I purchased a flight to New Zealand from Heathrow stopping at Abu Dhabi and then Sydney and finally stopping in Christchurch. Flew out 18/02/2018.
                      When I landed in Sydney which was a round 0625 I was not able to access the business lounge as it was closed, this was frustrating as after such a long flight from Abu Dhabi I really wanted a shower and a bite to eat. Due to the lounge being shut I was unable to shower as the airport showers were out of order and I had to pay for food.
                      When I got on the Sydney to Christchurch flight I was given a seat in economy class even though I had a business class ticket. Now I appreciate if there isn't a business class available you can't put me in it. Imagine my dismay when I saw that there was a premium economy section and it wasn't full and I had not been allocated a seat in that section. This is my first issue.
                      I landed and began spending time with my family.

                      Whilst organising my return to the UK my sister searched for later flights from Christchurch to Sydney as we would need to leave about 0300 in the morning for my flight. My sister did find two later flights (which I would have had to pay extra for)that would have meant I could have spent more time with my family and my new nephew who was 11 months old and I hadn't met before and I would have had a shorter lay over in Sydney. I flew back on 17/03/2018.
                      This brings me to my second issue, due to the 10 hour lay over in Sydney I was told at Christchurch Airport that I had to pay $44NZD due to me staying in Sydney airport longer than 8 hours. Now this was not my choosing and was down to the flight operators when I booked the flights which I would like to think would have already included the visa in the price. Also I would like to think that I could have avoided having to wait 10 hours in Sydney. I have flown to New Zealand over 10 times and never had to have a 10 hour lay over.

                      My third issue. Not only am I stuck in Sydney for 10 hours. The business class lounge was shared with Virgin which meant I was not allowed in there until 1330 when Etihad staff turn up even though it was an ETHIAD lounge (and was also open which it wasn't when I flew out to New Zealand). Also they hadn't issued me any further boarding passes so wasn't able buy anything in duty free either. Due to not being allowed access to the ETHIAD lounge I went and sat at one of the bars and ran up a bar bill of over £100 which I would not have had to pay had I been in the lounge

                      Finally, I chose ETHIAD for as far as I was aware was up there with Emirates who I flew with last year and impressed me especially with limo service included in the price. This was not the case with ETHIAD. No limo service, no bar on the plane and the service on the plane was severely lacking too. The food was great but I felt like I was troubling staff when I asked for snacks and drinks outside the set menu time. I was surprised to see only one menu for a 13-14 hour flight. When I flew with Emirates they had 3 menus for a flight that long and the staff were always around offering drinks and snacks.
                      Due to this I wished I had paid the extra £300 to fly with Emirates which was the difference between prices. I have not been impressed with this service which when paying over £3000 for a business class flight is not good.

                      I would like to be reimbursed in some way.

                      Yours sincerely

                      Ian Tappin

                      flight from heathrow to christchurch and return

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                        Etihad Airwaysmissing miles

                        Hi,

                        I traveled with Etihad with my child from Mumbai to Los Angeles with a stopover at AbuDhabi on 4 Jan 2018.

                        I have submitted the missing miles claim form on Etiha'ds website as well as emailed [protected]@etihadguest.com with all the details.
                        I have also tried reaching Etihad via twitter. Till date I have received no response.

                        I hope my missing miles will be credited soon.

                        ETKT 607 [protected]-3
                        ETKT [protected]
                        and my child's
                        ETKT 607 [protected]-2
                        ETKT [protected]

                        Eager to hear your response.

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                          • Etihad Airways's response · Apr 07, 2018

                            Hi, this doesn't sound ideal. Please send us your Etihad Guest number in a direct message on Twitter, so we can follow up the missing miles for you. Thanks! *Ivy

                          The complaint has been investigated and
                          resolved to the customer's satisfaction
                          Resolved
                          Etihad Airwaysnot allowed to travel - parents and child

                          My self ashok, booked flight ticket from Bahrain to Bangalore for my parents and child on 01st April 2018 through my credit card (ticket attached), we were there in the bairport 4hours before the departure, while check in etihad officers not allowed us to travel becouse of in my parents passport doesn't shown sir name in which while I mentioned sir name as per my son (child) passport, requested to etihad officers and spoke to customer care around 1 hour, nobody help to solve the issue, and demanded BD.300 for cancellation of existing tickets and reissue of new tickets, I thought that all officers and customers care played with me to simply to delay with asking documents through mail and so on. I was very upset with the response I got.
                          I request somebody genune /prompt management look at the issue and refund my full tickets amount at the earlest.

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                            • Updated by ashokakumar · Apr 04, 2018

                              Dear Sir,

                              I would like to complaint here about my parents and my son (Child) traveling from Bahrain to Bangalore via Abudhabi (Etihad Airways on 01st April 2018, flight no.EY 0372 from Bahrain to Abudhabi, EY 0286 from Abhudhabi to Bangalore)

                              During the time of issuing the Boarding pass. One of the Issuing person denied to issue the boarding pass by Stating that Booked Name(Adding Sir Name: Gangannanavara)(Flight Ticket and Passport Copy attached ) and not shown in my parents Passport. and told me to speak to customer care, then i spoke around 1 1/2 hour but they didnot helped to resolve the issue and demanded BD. 300 for cancellation of existing tickets and reissue new tickets, i thought that all officers and customer care played with asking documents though mail, Which was no where connected to this. This is a day looting with Ethiad crew.Then we have no choice. so withdraw the travelling.
                              I request somebody prompt management to look the issue and refund my full ticket amount at the earliest.
                              Thanks
                              Ashok
                              Mobile: [protected] (Bahrain)

                            • Etihad Airways's response · Apr 07, 2018

                              Hi Ashok, we're sorry to learn about this. We would recommend you to remove the documents form the post, as it contains personal information. Please send your booking details and your complaint to [email protected] and our team will create a case for you, to investigate this further. After sending the email a case officer will contact you. Thanks! *Ivy

                            The complaint has been investigated and
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                            Resolved
                            Etihad Airwaysextra legroom

                            we have just returned from australia on the following flights.
                            sydney to auh flight no. ey0451 23-3-18
                            auh to manchester no. ey0015 24-3-18
                            this is our first time with etihad airways, and as i have an ongoing problem with my right knee we decided to book extra legroom seats at an extra cost of nearly £500. what a waste of money this turned out to be.i was constantly being stood on, at least 15-18 times through people waiting to go to the toilet and people just using the space in front of us to stretch their legs and exercise.
                            as a result we could not sleep on either of the 2 flights and i ended up no better off as i had to keep my legs close to me.
                            i feel very annoyed about this and feel the extra money has just been wasted and i have not got what i paid for.
                            i will look forward to your reply.
                            thank you
                            mr s farrar

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                              • Etihad Airways's response · Mar 28, 2018

                                Hello there, I am sorry to hear that you were not able to rest properly on your flight due to other guests.
                                We suggest in future it's best to approach the Cabin Crew. They will be able to assist. *Isi

                              The complaint has been investigated and
                              resolved to the customer's satisfaction
                              Resolved
                              Etihad Airways — flight cancellation

                              Using Expedia.com, I booked 4 tickets for me and my family on Etihad Airways for a round trip from IAD...

                              The complaint has been investigated and
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                              Resolved
                              Etihad Airwaysetihad website was not updated with flight information/cancellation

                              I have processed a complaint through Etihad and am appalled by the 'goodwill gesture' of 10, 000 Guest Miles made by Guest Relations. We travelled to Dublin Airport through weather conditions that were a severe threat to our safety as Etihad had not updated their site with the Cancellation details for the flight. My phone was charged £89 for calls made to re-book a flight. I also incurred fuel charges of approximately £30, Toll charges and carpark fees. Despite all this, not to mention the stress and anxiety, I am offered 10, 000 Guest Miles which equates to such items as a 50ml bottle of JOOP aftershave, a backpack or an outdoor game of Tumble Tower. My daughter was due to fly from Dublin to Sydney via Abu Dhabi on 01.03.18. On that date Met Eireann had issued a Status Red weather warning and the country had been ordered to stay indoors from 4pm due to Storm Emma and the Beast from the East. Media reports stated that Dublin airport was closed. Despite this, Etihad website stated that EY0048 was still scheduled for 19:10. Consequently we started our 97 mile journey by car as the Translink and Goldline bus services to the airport were not operating due to the severe weather conditions. En route we were notified of further news updates in relation to the closure of the airport by concerned relatives. My daughter phoned Etihad (+[protected]) at 13:59 and was told that her flight was still scheduled and was not cancelled. We continued on our treacherous journey on deserted roads through warning signs that people should not travel. Dublin Airport displayed every flight as cancelled except EY0048. It was only when we arrived at Dublin Airport that we were told by Etihad staff that the flight was cancelled. They rang your Head Office in our presence to urge Etihad to update the website. In addition, EU rules state that the operating air carrier must give you a written notice setting out the rules for compensation and assistance. We were not given this. Even at this stage, my daughter was unable to re-schedule her flight with the Flight Centre in Sydney because her flight was not showing as cancelled. She was due to start a new job in Sydney on 5 March 2018. My daughter and I suffered considerable stress and anxiety as a result of the failure of Etihad to update their website and advise their passengers of their flight cancellation. I await your response in relation to compensation/monetary award commensurate with the outlay and anxiety suffered.

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                                RESOLVED

                                The complaint has been investigated and resolved to the customer's satisfaction.

                                • Etihad Airways's response · Mar 20, 2018

                                  Hi Ruth, we are sorry for the stress caused due to the cancellation in this case. Please send us your Case number in a private message so that we can look into your case. Thank you. *Marc

                                The complaint has been investigated and
                                resolved to the customer's satisfaction
                                Resolved
                                Etihad Airways — flight cancellation

                                Hi, I am a regular customer of etihad as i am traveling with etihad airways only. I am very disappointed...

                                Abu Dhabi

                                The complaint has been investigated and
                                resolved to the customer's satisfaction
                                Resolved
                                Etihad Airways — overcharging of a ticket

                                Disappointedly i am writing that i had purchased two return tickets for me and my wife to travel from Abu...

                                Abu Dhabi

                                The complaint has been investigated and
                                resolved to the customer's satisfaction
                                Resolved
                                Etihad Airwayscancellation of flights

                                Hi,
                                I am a regular customer of etihad as i am traveling with etihad airways only.

                                I am very disappointed by what happened recently.

                                I booked a flight etihad from abu dhabi to Lyon which included train from paris to lyon (21 february to 10 march).

                                I couldnt manage to take the train on saturday morning before the flight and my ticket was cancelled to my great surprise. I was not informed about this but informed at the airport that i was not on the flight.

                                I called the call center and had to pay a "penalty: of AED 629 euros to be reinstated in the flight.

                                I am very disappointed notwithstanding the fact that you are not entitled to proceed that way.

                                I request immediate reimbursement of this amount.

                                Looking forward to hearing from you

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                                  RESOLVED

                                  The complaint has been investigated and resolved to the customer's satisfaction.

                                  • Etihad Airways's response · Mar 15, 2018

                                    Hi Zineb, if the train was part of your booking and you are not taking the train it is considered a No Show. Please send us your booking reference in a private message on one of our social media channels (Facebook, Twitter, Instagram) so that we can look into it. Thank you. *Marc

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