Etihad Airways
reviews and complaints

When I booked my return flight from Manila, the booking was 12.20 on the 16th May. With a 3hr stopover. It was changed to 15 May at 23.40 with a 4hr stopover. Then changed to 10.02 on the 16thMay with a 14hr stop over. When I book my flights I look at stopover times so I think this treatment is discussing and I am looking for compensation

Fligr reference UFYMM4.

If you require any further information, can you please state exactly what you require

I was at Chicago (ORD) airport on Sept. 15th, 2022 for flight EY 151 to Abu Dhabi. At Etihad counter agent check all documents she took all 4 bags and put tags on them, gave me wheelchair tag for my special need son. Before giving me my boarding passes she asked my credit card. I gave her that. She said this card not on file. I showed her Email from ETIHAD my E ticket number, booking Ref. # and last numbers of my credit card used it to buy tickets

She said she need full 16 numbers to issue boarding pass. I even talked to Supper wiser in charge no LUCK. I had to load al my 8 Bags (4 small &4 Large). And go home had to buy new tickets for Sept. 16th 2022 pay extra First agent was asking for $660 additional top of new price for EACH ticket but after talking to head it was waived ($660 each) It was about 2am local time. On April 1st 2022 I had purchased total of 5 tickets. 3 tickets traveling on August 20th 2022 (Boking ref. GSUFSO) and 2 tickets for traveling on Sept. 15th 2022. (Booking ref.# EGHLVO) I forgot that for last two tickets I did used another card It was not with me at the time. ANY WAY MY TICKETS WAS PAID IN FULL ON APRIL 1st, 2022 Since returned to USA on Oct. 12th 2022 I have called several time and send FEEDBACKS. Last feedback was on December 14th 2022 FEEDCACK NUMBER [protected]

I have made several calls regarding this. Yesterday and today spent more than 30mints Each.

Originally I had booked following tickets with Etihad for my wife and kids,

Ticket Issue Date: 12th Oct 2021

Booking reference: JYEBKS

These tickets I have cancelled on 12th Feb 2022 and I have received travel bank credit for the full amount. This credit was valid for 730 days since issue date, as per the email confirmation from Etihad, which means it should be valid until 12th Oct 2023 (12th Oct 2021 + 730 days).

On 18th Jan 2023, I have received an email from Etihad about new platform for managing travel bank credit but it didn't work for me because they have not provided login details.

On 4th April 2023, I have email to Etihad asking for login details to check my travel bank credit but instead they have sent me screenshot of my travel bank account which was showing zero balance with no other explanation or help to get more support.

After several unsuccessful attempts calling to Etihad support/helpdesk team, I have finally raised complaint on 20th April 2023 and Etihad has officially registered my complaint with reference "CRM [protected] & [protected]". Although they have given very generic response to my complaint again with no useful information or evidence to cancel my travel credit.

I am still chasing Etihad complaint team with above reference number but they have stopped responding to my email so I am raising my complaint again using this platform and hoping to get my money or credit back.

Evidence Attached as follows,

1) Travel tickets:-

Ticket_MRS KETA PARIKH.jpg

Ticket_MRS PAL PARIKH.jpg

Ticket_MRS RUI PARIKH.jpg

2) Travel credit refund confirmation email from etihad

Email_TravelCreditRefund1.jpg

Email_TravelCreditRefund2.jpg

Email_TravelCreditRefund3.jpg

3) Travel bank account balance confirmation screenshot from etihad,

Email_TravelCreditRefund1.jpg

4) Complaint registered with Etihad,

EtihadComplaint_CRM_[protected].jpg

I understand this is very long chain of events to understand fully but I am happy to provide any further explanation/evidence require in order to support this complaint procedure.

I putting in this complaint to escalate the unaccepable delays I have experienced recently getting compensation for a damaged baggage claim. I travelled to Cochin from Toronto on July 22, 2022 and when I landed in Cochin I noticed that 2 of our bags were damaged. I put in a damage claim through Etihad immediately including photos and bag tags. Customer service initially advised me that the claim takes bout 2-3 months to process so I patiently waited for an udpate. It is now May 2023 and I have yet to get a response back from Etihad in spite of 20+ calls to their customer service. The experience almost makes me believe that Etihad is deploying delay tactics to wear down customers putting in similar claims to avoid payment. There were some of the things that I heard back from the customer service staff which I really can't fault as they were just following instructions

- At every call, they noted that an escalation email was sent to the concerned department to expediate processing the claim - the same message was repeated every time with no result
- After about 6 months of regular follow-ups they noted that an email was sent to me with a compensation amount but was sent to the wrong email id. This was used as an excuse to justify the delay in resolving the case. They noted that this was being rectified but I still did not get any udpates
- 3 months later since identifying this issue and follow up calls the customer service agent says an escalation email is being sent to expedite the case - I am still waiting for this elusive email.
For a premier airline, the lack of importance given to customer service is surprising especailly considering the stiff competition that airlines face from their customers. I would also think that there are internal quality checks to resolve things in a timely manner

Airflight no EY 658 scheduled departure was in 5th of May 2023 from Cairo International Airport at 7:00 am towards Abu Dhabi International Airport landing scheduled to be at 11:25 am UAE time where we suppose to take Etihad Bus towards Dubai departure EY 5422 at 14:30 pm UAE time to reach Dubai at 16:30 pm. Flight EY 658 delayed more than 12 hours due to technical problem as informed by cabin crow.

Flight rescheduled departure from Cairo International Airport at 7:30 pm delayed more than 12 hours than the original departure time, we reached Abu Dhabi Airport at 12:15 am next day 6th of May, where i toke the bus reaching to Dubai by 3:00 am 6th of May along with my wife & 2 kids.

total delay more than 12 hours with total overall journey from Cairo to Dubai around 22 hours duration.

Date: Oct 6 2022

Journey Leg: MAA-YYZ

Booking Reference: DUCNLZ

Feedback ID: [protected]

2 of my baggages have damaged. They approved for damaged claims of 100 USD. Waiting since last year and till now I didn’t receive any refund. Now they closed the request without getting the refund. Totally tired and fed up of following you up on my refund. Really very worst service. Not sure what happiness you people found on cheating people. If karma is real then you all people will lose job and face the consequences.

I booked my travel from Dublin to India for 17th May via third party agent Hopper. I was travelling for a wedding that was scheduled for 21st May. But unfortunately due to death in the family, travel plans changed & now I need to request a change in flight for June for a rescheduled wedding. I worked with Hopper (Etihad won't address issue till 48 hours to flight) multiple times to raise Waiver/exemption form due to death in the family but Etihad kept refusing it. Shared all relevant documents - death certificate of deceased, wedding card, passport but to no avail.

I am writing as a disappointed customer of a world famous airline that is showing no humanity in my case. This is not a regular occurrence & I feel utterly disappointed & disheartened with Etihad. Totally understand that mine was a non-refundable fare that was used to book a flight but the death in the family is an extreme case & believe my request should be honored on humanitarian ground as mentioned under Etihad policy.

Dear sirs,

I bought on 29/06/2021 3 tickets from MXP to SEZ . refCEFAWX.

Since Italy has closed flight for leasure reason after this day for all summer and especially for the countries where Seychelles where listed I had to cancel my flight as it was in the conditions.

Instead of giving me cash refund they proposed me the travel bank credits.

I have tried to book again the flight this year since many months, once the covid restrictions are definitely away but the prices for Etihad flights are crazy if compared to any other good company flying the same road (Emirates, Qatar,..)

They also have sometimes no flight at all in summer time where I can book the holiday.

These credits are going to expire in 08/2023 and as for many many other passangers my money will just be kept from etihad for no service and not for my default

I ask Etihad to refund me the credits since i am now not aible to use my money in any way in Etihad website.

Daniela

I booked flight ticket with Etihad Airways to fly to Europe, however my visa is being rejected. I called airline to get assistance since I am not able to fly without visa. The customer service advised me that the option I had to cancel my flight and get refund for the tax only. At that time, I concerned about being tagged as no show and my ticket will be forfeited. Hence I requested him to cancel my seat to avoid no show and hold the refund as I still need to figure other option. But he processed the refund right away. Now I found out that I was able to change my flight date with minimum penalty. I tried to contact them to review the case. The supervisor called me but she lied about reviewing the voice recording of the first call. Now I lost 90% of my ticket value and Etihad Airways is not helping to correct their wronged action.

I have raised this complaint long back. So far didn't receive the response from Etihad.
Case Ref [protected] CRM: [protected]
My Compliant is as follows,

I have travelled via EY 269 flight from Chennai International airport to Abu Dhabi International airport on 23rd Feb 2023. I have opted for Meet and Assist services at Abhu Dhabi international airport and I paid $109.00 (Reference No [protected]) for the same. But no one came and provided me with "Meet and assist" services in Abu Dhabi Airport. When I checked with the Etihad staff at reception, they informed me no one was available for "Meet and Assist".

My layover time is very less, hardly 1 hour and with 2 of my children I caught my final destination flight EY 19 to London Heathrow just 10 minutes before Flight Departure. I was running around the Abu dhabi airport and no one was there to support me. This is very poor service from Etihad

Thanks and Regards,
Devipriya Sathish Balaji

1. I was forced to accept travel bank credits instead of a cash refund for my tickets due to Covid lockdown. I just found out that EU and Australia requires Etihad to refund all the remaining travel credits to affected passengers. And therefore, I am demanding for a refund of my remaining credits.

2. Etihad forced me to accept travel credits against my will and set out a deadline by September 2022, I had to use up all those credits or I would lose everything. I had written to Etihad for an extension but got rejected. Therefore, I was forced to make a reservation with booking reference UITQSQ with the remaining travel credit in September 2022.

3. I have sent out many emails and tried the call center. No one can modify the booking UITQSQ. The trip originally starts in May 2023 from Malaga, Spain and return to Malaga, Spain but I no longer live in Malaga and want to change my trip to start from Barcelona, and I do not have time to travel during that time. The operator told me that the system would not allow me to change the route and I had to complete my trip by 28 September 2023.

I am not accepting having those conditions set on me. I did not have to make a booking with much uncertainty if Etihad had refunded my money to me in the first place.

4. Now that I found out by the demand of EU and Australia, where I reside and my country of origin, Etihad has to return my remaining credits to me in cash. I demand that Etihad has to refund the travel credit me in cash.

I have filed a feedback to etihad with case number CRM:[protected] on 7 April. They promised to reply within 14 days. Heard nothing from them so far.

I booked 4 tickets on 5-APR-2023 from Chicago, USA to Chennai, India with a stopover in Abu Dhabi during June/July 2023. I realized I mistakenly booked the Abu Dhabi to Chennai leg to reach chennai at 7:35PM but I wanted to take the flight reaching chennai at 2:55AM as soon as I paid. Immediately I called Etihad to change that one leg and the agent said no issues he will change it. Instead of one leg he changed the entire ticket to 25-June-2023 WITHOUT a stopover. Again I immediately contacted Etihad and I was told they have to file an investigation and if it is really an agent's mistake they will rebook without any additional charges. All day on 05-APR-2023 I was sitting with Etihad customer service. Finally around 6PM a customer service person Michelle called and CONFIRMED IT IS AGENT'S MISTAKE but they do not have the dates available I booked or stopover available on the dates Agent mistakenly booked. We were open to take any available date but the customer service rep told meI have to pay an additional $800 to book my ticket since that's the best she sees from her end. She also said it's not fair to ask me to pay $800 more for their agent's mistake. The other option is she can refund my money fully and I will be getting it within 24 hours for me to rebook online which I have been trying to do for the past couple of weeks. I saw another deal after a week online and I am not able to book with a stopover or use multi-city options. I am reaching out to Etihad Customer Service via phone and chat. I was told it's working fine. I asked a bunch of friends to try it in the US. None of them are able to book with Stopover or use the Multi-city option. It allows only round trips and one way. If I have to book via agent I have to pay a fee to book via phone. It's been 2 weeks. I am going through hell with Etihad support and have not booked my ticket yet. I attached all the error screenshots and submitted a feedback to the email provided by the agent. I got a reply saying to submit feedback with the link provided in that reply email. I tried to submit feedback via that link and I got a message that you haven't travelled yet so I cannot submit a feedback.

I don't understand after all the mistakes done by the agent why they are not honoring the price and re booking it? I was told if I pay $800 more they will book it. Why should I pay $800 more?

Michell from the Investigation team confirmed the agent's mistake and apologized. The supervisor who called me to refund the money was very polite and helpful. One of the US Agent Diamonds, is her name, also really tried to help but she couldn't do much. These are all the only 3 folks who really provided good customer service. Thanks to them.

The rest of the customer service team members was really challenging to deal with.

Hi, I have my tickets booked for June 20 and my reference number WX8V43. I would like to change the dates and book earlier due to some emergency.

They are charging a cancellation fee + an additional fee for the change in the flight. I don’t have a problem paying the difference. But on the website when it is showing $1350 they are charging me $1850 for the same flight+ cancellation fee.

Why should I pay $500 extra than what is displayed on the website? I I don’t understand why you are doing this and forcing us not book Etihad in future. I have never had this experience with other airlines.

The customer service representative could not help. I am hoping to pay the same price as you have it displayed on your website and not extra.

I was traveling to Delhi - Abu Dhabi - Rome on 16 April, 21:10. Flight no. EY223. I checked in 8 pieces of luggage, the support staff at the counter just checked in 7 pieces and didn’t tag the 8th piece. I lost my 1 piece as I didn’t have the tag slip of the 8th luggage which went missing, I got to know that on reaching my destination Rome. Worst airlines ever. Has never encountered such stupidity by any airline staff ever. Never travel with Etihad.

I am extremely disappointed with the service provided by Etihad. I canceled my ticket in August and was supposed to receive a full refund within 45 days, as per their policy. However, it has been over 8 months now and I am yet to receive the refund amount. Despite contacting the customer service department multiple times (almost 40 to 45 times), I have received no response or resolution to my issue. This lack of accountability and customer service is completely unacceptable.

Several oncologists including myself attended the San Antonio breast cancer symposium traveling to the US ETIHAD AIRLINES. Returning from San Antonio to O’Hare airport in Chicago, then to Abu Dhabi airport, was a nightmare. We lost our luggage! Tracking of all our luggage showed that luggage reached Abu Dhabi safely, and nobody knows where they are. Luggage was lost at the airport and apparently and most likely they were stolen. We experienced a feeble response from the airline staff and the company's customer support services, and we have been struggling with them for almost 2 months. Lately, they admitted that the luggage was lost (stolen) and offered financial compensation. What they offered was ridiculous, close to $900 only! Some empty luggage for some individuals costs more than the compensation provided. I personally lost my expensive personal effects including expensive suits, shirts, and ties, several electronics for shaving and teeth care, gifts, perfumes, new shoes, etc. Despite we provided enough documentation and receipts to prove what we have lost, the airline customer care service remained deaf! The painful experience is still ongoing for four months as we rejected the preposterous offer. My best advice to all my colleagues attending medical conferences in the USA or traveling for other purposes is please avoid ETIHAD AIRLINES or don’t check any bags!

I tried to buy a ticket last night on April 10th around 10.13PM.

From JFK-BKK on May11, 2023 depart at 10.40PM

and return from BKK-JFK on June7,2023 depart at 08.25PM.

I used an Etihad credit account to cover partial payment which was 438 USD to be exact (or 15,044.86 THB)

When I finished the transaction, I got a message from my credit card application that the transaction had been made and the amount is pending but the website said there was an error with the transaction, no confirmation email was sent to me, and no booked flight on my Etihad guest account.

I tried to contact Etihad through several chat assistance, the call center, and also the call center manager. The answer I got was there was a problem with the transaction so no credit card went through and no plane ticket was purchased if I want a plane ticket I have to buy a new one. They tried to assure me that the amount will be refunded.

But my most concern is I have to buy a new ticket but I don't want to pay in full amount, I want to use my Etihad credit account combined with my personal credit card because it's expiring in July 2023, but I couldn't do that because it takes time to refund Etihad credits, one person said it would take 24-48 hours, the other said 1 day and the other one said 15-30 days so I don't know which one is correct.

I tried to ask them to come up with other urgent solutions because the longer I wait the higher the ticket will be and why should I be the one paying more than I suppose to because of the system problem? One of the solutions I ask them to consider is if I could buy a new plane ticket with the same amount of what I paid with my personal credit card and Etihad doesn't refund my Etihad credit amount, that means I pay the same amount I intended to pay with the Etihad credit that has already been deducted. But they said all I can do are either buy a new ticket with the full amount or wait for the Etihad credit to be refunded which they don't know when because that would be up to the credit team, and buy a new one later. One of the call centers I spoke with said that she has already forwarded this issue to the credit team and they will do their best and solve this problem. Later after I spoke with Etihad for almost 4 hours, I found out from another call center that the credit team didn't know anything about my case and hadn't started any process and the only way for them to start the process is for me to send an email directly to them, so I sent them an email at 1.37am. At that moment I felt like I was lied by the call center that they already contact the credit team and inform them about my situation.

I called back to the call center checking with them if they have any response from the credit team, what I got was the credit team didn't see any Etihad credit amount that was used that's why they weren't able to process anything, but no one from credit team replies to me that they have this problem. So right now only the backen team(not sure about the exact name) has the authority to check where the Etihad credit went and how much was spent, and I have to wait for another 24-48 hours for them to check, not including the refund period. I was shocked that every time I call in, I have to repeat my situation in detail several times. More than anything else is that the duration of communication between departments, and the information each department have are never accurate at all, they somehow always have wrong information or couldn't find my information, and that slow process. The last update I have is to wait for the backen team to find out what happened, where are my Etihad credit that was spent, and how much it was spent.

I am very disappointed and frustrated with how I have to repeat myself every time that the process is very slow and each department never has the correct information.

My booking reference is WERZ7V. I arrived into Abu Dhabi this morn on EY 405. I called on the 4 th of April to book my car service from Abu Dhabi to Al Barari on Dubai. I got an email confirmation which I am attaching to this complain. When I got to The lounge to get my car I was told I had no car service booked. I spoke to the relevant people in the lounge and was told they spoke to a supervisor named Mr Milap and they could not arrange a car to take me home. If I had known I would have got my car to fetch me. I waited for an hour and inspite of complaining I was told I had to find my way home. I am presently in a taxi on my way home. This is really not acceptable. Please look into this matter and get back to me ASAP. My local no is

+[protected] I need to know what happened and how you are going to compensate me. I am really upset with this service.

Hi Team,

I am trying to reach Etihad Customer service after the 72 hour response about the exception of ticket cancellation.

My Ticket reservation Nbr :AVBWTN

Name : George Mathew

email Id: george.[protected]@gmail.com

Phone : [protected]

I am unfortunately unable to travel on these dates due to USA Legal Immigration issues, so i was told there will be a consideration on the exception and do some sort of refunds, but I have not heard back yet.

Kindly please reciew my case and do the best needful.

Thanks,

George

I have booked Etihad Airways return ticket from Berlin to Ahmedabad on 04th May and return on 27th May. I needed to change outbound booking date and i felt looted by the charges. I preponed my booking date to 30th April from 4th May.

Flight price on 4th May- 448,71 Euro

Flight Price on 30th April - 524,71 Euro

Additional charges i paid to change ticket from 4th May to 30th April is 471,84 Euro.

Explanation i got from the customer care is, 205 euro for change request and other are fair difference.

Who can explain this?