Etihad Airways
reviews and complaints

I am Sanjit Kaur Banga recently I travelled by Etihad airlines to Dubai ! tEldewisaa ! The crew member was very rude ! Very unfriendly members of the staff ! Water fell down on the seat they made me sit on it for half an hour ! Air travel has always been a pleasure For me ! But it was like a nightmare for me ! When 1 member really comes n tell me to put bag in the shoeqcounter the next comes n tell remove n put up ! It was there just before we wr to land I was listening to spiritual hymn when the same crew member comes m says make it slow ! How loud can a cell phone blare ! She could at least courteously tell me n a soft manner but I think she wanted to tell or show each passenger that she was the principal here with a new student recruited ! I wish Etihad had a more courteous n soft spoken crew members ! I am a frequent flyer flying every now n then ! Once a month is quiet mandatory as my daughter lives here ! Thought ll try Etihad ! N a business class flyer ! But no never again ! I booked myself for 2 nd feb again on Etihad with my husband but now I think I ve to cancel it n book myself in either emirates or jet airways ! Where the business flyer is like there precious visitor ! But on Etihad they treat as v r door mats ! Just an eye opener for the airplane company who must have invested a fortune ! But I am not coming back on this plane ! Thank u ! Sanjit kaur Banga !

I brought a ticket using my frequent flyer number

From the airport they said I can't travel because my family name was not there in it

I dint type any name of details as all the details which was in the frequent flyer account

They said it a new rules since two or three months of which we never received any email notification or by any other means

I had to reissue the ticket a pay an amount of 100$

I have been using this account to issue ticket for more than 10 years and never had any issue

As I know the frequent flyer get activated only after sending my passport details

Waiting for your reply

Thanks
Abubacker Siddick KUNNATHERI

Etihad - no thanks, my recommendation is to fly Emirates/Qantas.

I previously flew Qantas/Emirates but tried Etihad in late 2016. The service between the 3 providers was comparable so I have been flying Etihad as it is more convenient however this has chnaged and I am very disappointed in the recent service I have expereienced with Etithad.

I travelled First Class as below on Etihad. After my January trip, I noted that I was awarded my Tier miles but not my Guest miles so I went online to claim the missing miles.

Melbourne(MEL)-Abu Dhabi(AUH) 19 Jan 2018
Abu Dhabi(AUH)-Frankfurt(FRA) 20 Jan 2018
Frankfurt(FRA)-Abu Dhabi(AUH) 30 Jan 2018
Abu Dhabi(AUH)-Melbourne(MEL) 30 Jan 2018

Melbourne(MEL)-Abu Dhabi(AUH) 16 Mar 2018
Abu Dhabi(AUH)-Frankfurt(FRA) 17 Mar 2018
Frankfurt(FRA)-Abu Dhabi(AUH) 02 Apr 2018
Abu Dhabi(AUH)-Melbourne(MEL) 03 Apr 2018

By late February, I still had not received my Guest miles so I called the Service Centre who advised that there was a glitch with the system and that the issue would be resolved and the miles would be allocated.

A further 3 calls to the Service Centre, speaking face-to-face with the Customer Service people in the First Class lounge at Abu Dhabi airport on the 2nd April and still nothing. No reply, no contact, no resolution, no miles!
So in late April I flew out again on the same journey with low expectations of receiving the Guest miles for this third trip and facing further issues in trying to claim them so I decided to call the Service Centre again today. The person who I spoke with assured me that the matter had been escalated but there was nothing he could do as it was with the Retro Claims department. I asked to speak with someone in Retro Claims but told this was not possible. I asked to speak with a supervisor and was advised that this was also not possible as it was the night shift. He assured me that he would email Retro Claims again and was "hopeful" that the matter would be resolved! "Hopeful" - really Etihad?
It is now the 2nd September and still NOTHING! No guest miles, no call, no email...how do I get this resolved?

on 2nd September 2018 my mother aged 75 years and my son 12 years was traveling to trv from auh, flight no. ey248, booking ref. CJSLDE.
The counter staff name shown in the badge is Nisha, her behavior to the passengers was very rude and harsh,
Please keep away the people with these type of attitude from the counter

JIJI Vasudevan [protected])

Hi,

I sent the following complaint over a week ago and have not heard back from anyone.
I have since called Etihad on numerous occasions to follow up and no one is helpful at all.

I called on 31/08 at night to Enquire about an upgrade to business class for myself, my husband and 23 month old toddler. I am doing this simply because I am unable to change my flights to Emirates and am not willing to experience Etihad economy following my shocking business class experience. I was told there were plenty of business seats left. I called again this morning to secure some seats and the lady said the flight was fully booked. This information does not seem consistent at all.

Below is my initial email.

I am writing to express my utmost disappointment in my experience with Etihad Airways.
I have always flown with emirates, and this first experience with Etihad has surely cemented my decision to never fly with or recommend this airline to anyone again.

I flew business class from Sydney to Beirut.
Flight numbers: EY 455 (Sydney to Abu Dhabi)
EY 535 (Abu Dhabi to Beirut).

I flew alone with my 22 month old toddler. As a customer of any sort I would expect common curtesy from staff, a friendly welcome and staff who are willing to help.

As a business class customer who paid $5000AU (one way) I would expect nothing less. This expectation was not met from either route.

Upon entry into the aircraft, I was carrying my carry on bags, my toddlers bag and had her in the pram. I walked to my seat, with no assistance, to be fair there were not attendants in sight. I got to my seat and although 2 attendants were standing there, I struggled to get the pram into the right overhead compartment, I had to ask for assistance twice to which the attendant simply pointed to the right compartment and did not bother to assist with putting it on. After struggling with my child, bags and pram, I finally managed to get it all sorted without the help of anyone. They attendants also did not offer a simple smile. Making me feel very uncomfortable.

My second and most uncomfortable experience of them all was in Abu Dhabi. I was twice given the wrong directions by the business class lounge as to which lounge I should be sitting at. I was initially told to go to the one on one side of he airport, after arriving there, the lounge staff informed me that I should be going to the one near terminal 3 (closest to my gate) after over 45 mins of walking around I finally got to the right place.

When I got off the bus at Abu Dhabi, and ready to get onto the plane to Beirut, the Etihad staff told me that I could not take my YO-YO pram on the plane. This pram is for traveling purposes and has been used for the last 4 international trips including this one from Sydney to Abu Dhabi. After 10 minutes of going back and forth dealing with rude staff in the scrotching heat, I was told by the man that I may take it on. There was a long flight of stairs to get onto the plane. I was carrying 3 bags, a toddler, her toys and now her pram. I was not offered any assistance to get anything onto the plane. There was another passenger who then offered to assist me after seeing that I was not getting anywhere with the man. He assisted me with my bags and after complaining the Etihad staff member very rudely helped me get my pram onto the plane.

This experience in the heat, infront of other passengers and with a toddler left me feeling embarrassed and highly anxious.

As a business class customer this experience was less than satisfactory or acceptable.

I am flying back to Sydney with my Husband and Daughter on the 04/09/18 on an economy class Etihad flight and am absolutely not looking forward to flying With this airline. If my experience as a business class customer was so poor, I hate to think what a long haul economy flight with your airline will be like with a toddler. I have spoken to my husband about potentially changing our flight to an Emirates flight.

I will be taking my experience to social media to warn those who are considering traveling with a child on Etihad.

They are keep lie after approval of my claim not sending the money please do something.
On Sat, Jul 28, 2018 at 6:05 AM, wrote:

Ref 633944
28 July 2018

Dear Mr Tariq,

Thank you for your response.

I have approved your claim file and submitted to our finance team to process the electronic fund transfer for the equivalent of US $400.00

Whilst I shall follow this to closure may I request you to acknowledge, once this reflects in your bank account which it should, within a maximum of 7 business days.

We value your custom and look forward to welcoming you on board our future flights.

Sincerely,

Manoel G (Mr.)
Baggage Claims Officer

Etihad Airways
Abu Dhabi,
United Arab Emirates
[protected]@etihad.ae
Aug 16, 2018, 1:07 AM
to me

Ref 633944
16 August 2018

Dear Mr Tariq,

Thank you for your response.

Whilst i share your discontent about the pending payment, i have spoken to the finance team and they have requested for a local number in Pakistan.
They have assured me this as soon as you provide this, you may expect the funds in your account within a maximum of 3 days.

I shall continue to follow this to closure, and may i request you to acknowledge, as soon as this reflects in your bank account.

Sincerely,

Manoel G (Mr.)
Baggage Claims Officer

Etihad Airways
Abu Dhabi,
United Arab Emirates

Hello.

Incident Date: 28 August 2018
Location: Bangalore International Airport (Gate 34-35)
Desirable resolution: Refund our airfare. Investigate this matter and take strict action against Mr Jyothiramam & Ms. Reeni (literally shouting on our face).
Flight EY 237 (Bangalore 22.15 pm to Abu Dhabi 00.40 )
Booking reference is YKFERK
E-ticket number : [protected]

My name is Mohammed Massab Musbah and I am a resident of Abudhabi. I travelled on etihad for the first time last night from Bangalore to abudhabi with my wife and 2 kids aged 4 and 6. I was excited to travel for the first time on etihad but had a horrible experience with the staff. I flew in from Mangalore to Bangalore on Jet airways at 15:35pm on 28th August 2018 and had a next connecting flight to Abudhabi at 22:15pm (EY 237) on Etihad . I had long waiting hours (5 hours) so me and my wife left the airport to eat something in a nearby restaurant. We entered the airport at 9pm, got done with the immigration quickly but the security check took us a long time as there was a long queue. Not a single announcement was made and not a single staff from the airlines came looking for us . No priority was given to us as our flight boarding time had started

By the time we hurried to the gate it was 22:05pm . Mr Jyothiramam who was at time near the gate informed us that we are late and they have offloaded our luggage . We pleaded to him and his team repeated to get on the plane which was still there but he was extremely rude and told us why we went out of the airport when we had to take another flight .
He was extremely rude and blunt . My kids were crying but he didn't care and spoke to us very rudely . After about 20 minutes of pleading he got another call from the ground staff that our luggage was still on the plane and I heard him telling them to offload it as soon as possible. He lied to us earlier that the luggage is already offloaded . We could have easily boarded the flight if he wanted to but he did his purposely . Not a single staff from Etihad came looking for us anywhere . Not a single announcement was made . I am a frequent traveler and has never experienced such a behavior from any airline . Another lady Reeni from etihad who was incharge at that time was also extremely rude and shouting on our face like we were their slaves and told us to go away . Such unprofessional behavior from your staff surprised me as etihad in Abudhabi is very friendly to their customers. After about half an hour of reaching the gate the flight took off. No one paid any heed to us and our crying kids and their entire team were laughing at our plight .

After we lost hope of getting on the flight we were told to rebook the next flight at 04:35am as we had to reach Abudhabi on the 29th of August . They made a report of noshow at the gate and told us to rebook ourselves . No staff was ready to speak to us or help us or cooperate with us and we were stranded at the airport. None of the staff were trained to speak to the customers properly .We tried to contact the Etihad head office but they couldn't do anything about it .

Later we got in touch with the customer service with great difficulty and rebooked the flight which cost us more than INR. 98, 000 (Approx. AED 5300) . We had no other choice as we were stranded at the airport with 2 children .If only the airlines had a proper system of announcement we could have boarded the flight on time .

Mr. Jyothiraman did this purposely and was adamant that we didn't get to board the flight . His juniors also told us that if we would have come before 5 minutes, they would have let us in. But Mr. Jyothiraman was so unprofessional and rude, we cannot explain in words. I request you to please look into this matter seriously and get back to us and also refund us the airfare. Our booking reference is YKFERK . E-ticket number : [protected] . With such unprofessional behavior from your staff I would never want to fly on Etihad again .

I can be contacted on [protected] and [protected]@gmail.com

Awaiting your prompt and positive response .

I was on flight ey 140 departing aug 25 2018 from yyz when I was requested by ground staff to pay 300 $ for my hand bag because it don't fit in the standard metal container located at the check in counter (please see picture attached).
I was shocked and requested to speak to the supervisor as (from the picture) its seems that that there is misunderstanding. They pointed him to keep (I don't know his name) and I approchwe him to tell him about the hand bag issue and kindly requested him to (see the bag in the metal container) to give his decision. His response was (I dont have time for you. If you dont pay it leave it or dont fly).
Without all the rudeness a man can be. Is it because its economy class. Is politeness subject to seat category?. This is not the issue yet.
I proceeded to the gates putting in mind that I will brack the wheels if its required) of course I didn't have the tag on the bag. And on the gate I meet another lady who checked it and said okay.
When I placed my bag in the compartment I was shocked to the size of the bags in the cabin! (kindly see pictures).
Leaving this issue to you management to investigate and review the quality of employees representing etihad airlines because I believe that this behaviour is representing him and not etihad airlines as I have been flying 3 or 4 times a year to canada on etihad and never experianced such rude behaviour.
Thanks and regards
Mohanned sameh albasha
[protected]
Frequent flyer number [protected]

On 8/26/2018, at Chengdu Shuangliu International Airport (CTU), we planned to take the Etihad Airways Flight 811 & Etihad Airways Flight 103 to New York. However, The representative of Etihad Airways refused my friend and me to board the airplane because she said our passports had issues. But actually, we just used the same passports to get US Visa in one week and used the same passports to fly in the US in two weeks. She said she had to contact the US immigration officer at abu dhabi. However, when we asked her to provide the proof that how she contacted with the officer, she refused. As a result, we missed the flight and the representative did not give us any legal documents to prove we cannot board. Finally, We bought two tickets from another carrier and came back to New York without any issues. During the whole process, the representative was rude, impolite and did not give us any help. There is still no any response about how to solve this problem or compensation from the Etihad Airways.

hello,
one of our employees with PNR NO. CULBKA was supposed to travel today from Dubai to Lahore by Etihad. He was not given boarding saying the name in the passport and the ticket was not matching.
In passport, given name is Hussain and surname is Waqas.
In ticket it is given as Hussain Waqas.
we would like to know on what reason he was not allowed to travel.

In our way from Abu Dhabi to Bahrain, my daughter suddenly starts screaming because of a cockroaches next to her on her seat. She jumped and we called the flight attendants. She responded in a very cold irresponsible way by saying, pls. go back to your seat and when we finish boarding will try to find you another seat if any. I told her that I have paid money to book this seat(No8) -Aug-10 E371. She did not care and responded exactly (I do not care about the cockroach or about your money for the seat, pls. set down).
I also asked the guys setting next to me if any one paid for his seat, no one did while I paid 320 for both ways. No extra leg space at all why did you charge me?

another very bad experience with Etihad airlines

Good Day

I am traveling on 26 August 2018 from Delhi to Kuwait with stoppage at Abu Dhabi. The receptionist who gives boarding passes has denied me giving boarding pass saying "my residency page dates are unclaer".
I am working in Kuwait on engineer visa from last 3 years. My residency is valid till November 2018.

I am regular Traveller and faced no such problem from last 3 years of my duty in Kuwait. After approximately 2.5 hours of waiting they have given me boarding pass and then I had to rush to security check and then run to catch the flight.
I request Etihad management to look into the matter. This will eliminate problem with other similar travellers.

Regards,
Vishal Kumar
Flight number EY 223 from Delhi to Abu Dhabi
Flight number EY 305 from Abu Dhabi to Kuwait
Airline PNR DMTTOZ
Ticket no 607-[protected]

Hello there,
I am writing this email to form a complaint in accordance to today's issue being stressed and suffering from paranoia.
I flew from Athens to Abu Dhabi on flight number EY92. Which was delayed over half an hour, and as per this delay, I missed my flight to Kuwait at 8:30pm.
They have issued me a new boarding pass for flight EY 305 at 2:20am next morning. This is a delay of 5:50 hrs to my original plans and all I have been offered not an access to lounge but a meal voucher.
I have accessed the help desk at the terminal, but it turned out to be fruitless, forcing me to sit in a food court with children crying around and resulting in me possibly calling off to work tomorrow and after tomorrow, also as I will be arriving to Kuwait this late. My own sister won't be able to pick me up, forcing me to take a cab which will cost me upto 10-12KD.

Flying for the first time on Etihad airlines, I am very disappointed with this compensation. This was entirely the airlines fault and I have been given a meal voucher for almost 6 hours wait in the airport.
After checking my rights online, I am writing this complaint in order to notify you of this issue, and urge you to a proper compensation where a world class airline would give and treat their clients.

As of this current situation stays like this, and I don't not receive a reply and get my rights back, you'll risk of losing not a client (Me) only but also a very bad image, and word of mouth.

Please consider this email serious dissatisfaction coming from a first time flyer on Etihad airlines, and hopefully you don't make it the last for me.

Thanks,
Armen Monasians

I flew from Thailand - Bangkok to South Africa - OR Tambo Johannesburg on the 25 June 2018 via Abu Dhabi. I was on flights EY 407 and EY 604 to Johannesburg on the 25 June 2018. I arrived in Johannesburg and took a connecting flight to Durban. Due to my late arrival home, I only unpacked my luggage the following morning, 26 June 2018. I discovered that my suitcase was badly damaged. I immediately tried contacting Etihad Airways in South Africa but could not reach anyone. I then went online, where I sent a complaint regarding my damaged suitcase to Etihad.

I have since submitted all the necessary documents and claim forms that Etihad Airways requested of me. The consultant at the baggage claims department seems to be changing the goalposts every time and now requires a picture of the suitcase with the tag that was placed at Bangkok Airport. I did inform her that the tag was removed at Johannesburg in order for my suitcase to be checked onto my connecting flight hence provided her with a baggage check in reference number.

One of the important documents required was my boarding pass and the tag number (3607EY221826 and 3607EY221827 ), Baggage Questionnaire and Baggage Claim form which had to be submitted in order to trace and process my claim which I have submitted over 5 times. It's nearly 2 months that I have been trying to resolve this issue.

Etihad Airways seems to be unethical in its approach to resolve my claim and is continuously changing the requirements for the claim which is not right. I have not been provided with a copy of their baggage claim policy to date to validate their rationale for not processing my claim. Please can somebody assist as I am not getting any joy from junior officials at Etihad Airways baggage department.

I have emailed the requested documents to them on numerous occasions but it seems that the important facts are being ignored. I need for Etihad to compensate me for my damaged suitcase as I have followed all their process and had reported the incident before their their 7 day criteria. The reference number given is 647127.

Your urgent assistance in this matter will be appreciated.

Kind regards

M M Govender
[protected]@gmail.com

This email is in regards to duplicate charging by Jet airways for my baggage.

I travelled via Jet-Etihad airlines on 4th Aug from Manchester-Flight EY 16, Jet Flight 9W 581. PNR EMUCSI., Seat- 166, ETKT- [protected] .
Firstly, I was not informed about the 23 kg baggage limit on my ticket and that it was ticket specific.

This was my 1st time International travel and was chaotic. The Etihad staff wasn't helpful at all.

The staff then charged me £191 and used my CITI card. She said it didn't go through when I did tell her I got a message from my bank.

She got my HDFC debit card to swipe and said the money will be refunded. No one bothered to refund or call me about the duplicate charges.

I'm sorry, but too disappointed and wouldn't fly via Jet anytime now. I seriously need this fixed ASAP and expect your help.

Regards
Priya

I, santhakumar gopalan purchased a travel ticket from Etihad dated Nov.05 2017 to travel DMM- COK-DMM on Aug.20, 2018 and return on Aug.28, 2018. Unfortunately COK Airport remain closed indefinitely due to the current flood in KERALA. Therefore, I approached to the travel agency and Dammam BDM Mr. Hussain to make an alternative travel arrangement to TRV Airport on the same days or one day before or after the current booking dates.It is extremly sorry to say that they dissapointed me in this regard and mention you will get full reimpersment, no way to provide an alternative to the mentioned dates. I noticed that other Airlines (Emirates, Jet, Gulf Air etc...) provided alternative travelling facilities to their passengers with respect to the booking dates mostly. This is an unexpected experience with Ehihad, I lost my Confidance to choose Etihad in future travel too.

Santhakumar Gopalan
[protected]@gmail.com
Dammam

Hi There,

Whilst residing in Australia In June 2017 I booked flights with Etihad airways to fly from Australia - Ireland in December 2017. I Insured my ticket and due to my circumstances changing, I was unable to fly in December 2017 and was advised by Etihad I would get a refund for my flights which amounted to $1458.06 AUD dollar. I have been emailing Jovana Radic, below details given and am still waiting for my refund.

From: Jovana Radic
Sent: Wednesday 11 July 2018 12:49
To: lorraine molloy
Subject: RE: Refund/Etihad

Dear Lorraine,
Greetings!
Thank you so much for your patience and understanding!
Department that was finding solution for doing refund on new card came back to me so I can inform you that refund is processed and it usually takes 7 to 45 days to get money on card. I would also advise you to check with bank if they are able to deduct money earlier.
Wish you all the best!
Kind regards,
Jovana Radic,
Contact Center Agent
EAP Shared Services
Airport City Belgrade
11070 Belgrade, Serbia
Mob: +[protected]

MY REPLY:
Hi Jovana,
 
Based on your response on the 21st June 2018 you emailed me saying that my ''refund had been processed to accounting and you would contact me soon.''  You also advised that my refund amount is $1458.06 AUD.
 
On the 11 July 2018 you emailed me saying
''The department was finding a solution for dong refund on new card, and confirmed that the refund was being processed and it usually takes 7-45 days to get money on card.''
The time frame is now 50 days as of 21st June. This is in excess of your time frame therefore I expect the funds to be refunded into my Westpac account by no later than 5pm Western time on Tuesday 14/08/18.
 If I have not received this money into my bank account by Wednesday 15th August, I will be contacting the Ombudsman/Consumer protection for travel and airlines once again to follow this up.

Lorraine.

i need to change my ticket what should I do? I am a student who came with a round trip in Los Angeles California USA and i need to change my trip to december because right now I am at school please i used etihad airways I am carrollbright boniface and i came with etihad airways in the 20th of june and was supposed to come back in july 20th but am in school so i want to change my trip back, not to be in july 20th but in december any days from17th please I need help from you ?

An unexpected delay of 3 hours in the flight that departed from Madrid to Abu Dhabi on August 16, 2018, EY 76, , resulted in my children and I losing the connection from Abu Dhabi to Sydney, that was scheduled on flight EY 454.

Etihad realocated the three of us on a flight at 10:30 am the following day, EY 450, and that implied that we lost the hotel that we had booked in Sydney for the first night of our staying there; as well as the transportation. It could not be reimbursed to us as the flight was booked directly through Etihad, and the rest of the Australian package through other travel agency.

By means of this email I would like to claim a compensation for the inconvenience and money lost as a result of the delay.

The three passengers involved, all of them members of Etihad Guest program, are Marta Juste Gutiérrez-Ambrossi, Juan José Juste Gutierrez-Ambrossi, and Juan José Juste Ortega.

The three of us were traveling Business Class, but on the way back to Madrid from Sidney, on August 31, 2018, only Juan Jose Juste Ortega flies Business Class.

Could it be possible, as a compensation for all what has happened, that the two of them are upgraded from Economy to Business Class on the trip?

Looking forward to hearing from you,

All the best,

Upto now the worst behavior I faced from eithad air ways bahrain. I buyed my ticket in July 2018, just one day before from bahrain to Islamabad the agent informed me that I can't go on 18th August because tickets overbooked by air line. Really such a cheap and manner less business by eithad air ways bahrain. I am informed that I can go after eid qurban on 22nd August. Really Third class services, what will I do going to join my family after eid. What will be celebration without family. Eithad aurways wasted my 4 days valuable vacations. eithad air ways bahrain should refund me my money with extra compensation as par iata rules and should rearrange my free free return ticket. Really too much disappointment from cheap business style of eithad air ways. If company not taken it seriously than I will go for legall action again eithad air ways.