Etihad Airways
reviews and complaints

Dear team, I have applied for 48h transit visa for Abu Dhabi. I will be traveling from India through Etihad Airways. My application status has not changed from "Waiting for request creation approval".

Below are details of application number. Please help:

1. 0001027780092023424711381

Meet Rajubhai Mehta

2. 0101027780092023424773216

Jagriti Yadav

Same status is shown for both.

On 30th March 2023, I was trying to do my tickets to India. After going to through multiple websites and multiple options I zeroed down on Etihad Airways. The sector I tried for was RDU-HYD.

The first time I filled in all the details for a certain date (I think I had tried 7th sept 2023) in the ticket and tried to make the payment using my debit card - it just went circling around for more than 20-25 mins and it said transaction timed out / expired.

And to reaffirm this - I had not received any e-mail confirmation of the tickets. So I obviously thought the transaction had failed.

So I tried doing the tickets the second time and this time around I tried for 6th sept for some reasons. (Just changed my mind and felt maybe I can afford to get my son to take 1 extra day off from school but atleast I will be done with my jet lag the weekend I reach India).

I went through the same process and same damn ordeal the second time too. After entering all the details and submitting the payment - it just kept circling for a very long time and it just left the screen plain and blank. And again to reaffirm this too - I did not receive any email confirmation for the tickets done. So I obviously assumed that the transaction failed.

I have done ticketing multiple times. If the transaction gets through you get a message immediately that it was successful and the customer receives the ticketing e mail too almost immediately. I did not receive either confirmation.

It was late in the night and got tired so I just left it.

Yesterday on 4th April I see that Etihad has charged my account with both the transactions and they haven’t as of now cared to send me the tickets but have managed to take my money from my account.

I called them immediately and told them how the hell did you guys take the amount when there was no confirmation of the transaction getting through either via issuing tickets through email or whatever. They said they have raised my concern and asked me to call them back today. I call them today just to be told by them that they will not refund my amount cos it was a non refundable ticket.

My question is - if your website did not throw a googly at me why would I have attempted to try for the tickets the second time for the same two people? I clearly know I am not going to be present on both the days (6th&7th) to take the flight from the same destination right?

It’s because your website did not confirm to me in anyway that my payment got through - I tried to do the ticket the second time.

I have tried talking this out. All I get to do is manage to talk to you telecasters who don’t understand a thing and are just talking about rules and policy to me while I am freaking out with my 2500$ stuck with you guys.

I am still ok to stick to one of the days ticket but I need the refund of the other ticket that’s been charged without my knowledge.

To: The Complaints Department Etihad Airways

Cc: Antonoaldo Neves

I and my family are Australian Citizens and planned a niece's wedding trip to Islamabad. I assume due to the recent network change at Etihad, I and my wife started getting several "change in itinerary" messages from Etihad Airline. It was not 1 or 2 messages. It was numerous messages where the itinerary of paid and confirmed tickets were changed from one to another date/time again and again by the airline.

At the time there was a message that I / we must change or confirm the new itinerary within Two months, even though the flight was still several months later. Both departure and arrival date/time were changed by the Airline. Under pressure to change within the stipulated time I gave an arbitrary and most likely date for the departure flight. We did not change the return flight as we wanted to change that at a later date.

Niece changed her wedding date due to new arrival date not knowing we had already changed to be present in time. Similar issues were triggered due to the change by Airline in arrival date/time for flight back to Sydney for resumption of office duties.

I called Etihad Airways to re-book the ticket to match the new wedding date and was told that I had to pay AUD 700+ for each ticket for one way change. For 2-way change it could be AUD 1400 + (this was an AUD 400 Fare difference and AUD 300 penalty). I found lower fare tickets (to my tickets purchase price) on Etihad website but I was told Airline system takes the highest fare. Additionally, I did not rebook the return flight back to Sydney so I had not availed the free return flight change. However, Airline is not ready to change even the return flight back to Sydney even though I did not avail of the One free change for return back.

All this is not fair that I have to pay thousands for the whole family due to the change in itinerary triggered by the Airline itself.

Kindly please consider a relief for our family by agreeing to change the tickets both departure and arrival without fare difference and a penalty.

Asif Zar - Reservation: RCVMOY - Mobile +[protected]

Rayyan Zar - Reservation RAVJNV

Humera Zar - Reservation RYYNTL

On Sept. 15th 2022 we went to Chicago counter for flight EY 150 (ORD to AUH) trip to India AMD, base on I did not have proof of credit card full 16 number (Although I Gave last four number of my credit card and e-Ticket number and Email from Etihad) Ticket was paid in FULL On APRILL 1st 2022

We bought 5 tickets on April1st 2022, 3 for my wife and family friend AUGUST 20th 2022 first card 2 for myself and my Son for September 15th 2022 paid with another card WHICH I left Home in Texas by mistake

I had to purchase next day flight for September 16th 2022 and pay Extra

higher fare ON OR ABOUT 2AM

I was booked to fly from Abu Dhabi International airport to Manchester Airport on 7th September 2022 on flight EY0015.

I was flying with my wife and son.

When I went to check-in my luggage I was told the flight had been over booked and there were no seats left for us.

After a lot of heated discussions my family and I were put onto flight to Dublin airport Ireland. From there I was put onto an Aer Lingus flight to Manchester Airport. This flight was delayed and we reached Manchester Airport at 6pm on 7th September instead of 7:25am. Because we were all so tired after the almost 16 hour journey both my wife and had to take a day off work the next day.

My family and I were due to fly to Melbourne Australia for a family wedding tomorrow (22/3/22).

I did two bookings

- one for me, my husband and my daughter who lives with us in UAE - Etihad Airways reference is: UVOOCK

- one for my daughter who lives in UK (4 leg journey) - Etihad Airways reference is: QSOWFE

Unfortunately my husband has been admitted to hospital in an emergency and is very ill and so we are unable to travel.

When I called to cancel the flights I was told they are non-refundable and I have only been refunded the tax for the three tickets on reference UVOOCK.

For the 4 leg journey ticket for my daughter (QSOWFE) the 2nd and 3rd leg have been cancelled (i.e. the Abu Dhabi to Melbourne and return) and the 4th leg, i.e. return to Manchester has had to be reissued and I had to pay for that privilege.

I am very disappointed by this.

I would like an explanation for why given the medical emergency circumstances, I cannot get a full refund (with a minor penalty which I would understand)

I would also like to know why I have to pay 510GBP to reissue a ticket when I am not getting anything additional i.e. I am not getting even a tax refund on the 2nd and 3rd cancelled leg and she is travelling as planned on the fourth leg.

Is this how you treat your guests?!?

And during a very stressful time for me and my family.

Is there anything I can do?

Can I not get credit to rebook the tickets later in the year when my husband is hopefully well again?

On 14th March I bought two tickets to Vienna for $5,362.44 which is now pending on my account then on Friday 17th March Etihad withdrew another $2681.22 twice for the same ticket.

I've called Etihad customer service and requested that they release the first payment of $5,362,44 as I need the funds to pay my mortgage. Etihad advised that the payment will be released in 7-45 days and there is nothing they can do about it.

This is unacceptable, unfair and fraudulent. They claim that they took the payment for security purposes which is a lie since the payment was processed through 3DS and my bank sent me a secure code to verify the transaction.

I have a mortgage to pay and other bills, I'm not sure how they expect anyone to be okay with being charged $10,724.88 instead of $5,362.44. Clearly, the customer service team nor Etihad care about their customer's circumstances.

In the name of system update Etihad made our lives miserable and customer reps start laughing and make fun of the customers when they cannot do anything.

I don't understand what Etihad reps or supervisors do when they cannot change/ refund/ cancel a ticket. Etihad is the worst flight service who i had to deal with for the past 4 days. this is a complaint in frustration and after dealing with them for 4 full days.

we even went to their offices at Dulles airport and still no response.

this is cheating at a different level.

My visa application status shows " waiting for request creation approval" since past one week. All emails to Etihad visa unit only get one reply that the system is under maintenance. How long will be system under maintenance and when can I expect my visa?

I have paid the fees and submitted all the documents. My travel date is nearing and there is no communication from Etihad visa unit.

Hi

Following on tons of mails and calls that I made to Etihad for more then 7 months!

Can you please advise the exact timing and amount of the refund?

Reference number VOUCPS, ticket number [protected] & [protected]

Reference number MEPMOG, ticket number [protected]

Attaching my father-in-law death certificate, the death was the main trigger for all changes happened in my wife's & kids' tickets

Your representative, by that time, confirmed the understanding and care that Etihad would give for such a death case/situation.. however I didnt receive since then a single call or mail to explain why the refund is not performed till now.. the incident happened in Aug last year and we are in March!

Thanks!

Fathy Heleika

+[protected]

It has been a year now and still my refund issue was not sorted out. I have booked Ticket (real-KGWRFD, duplicate- BMSZQY) from Bengaluru to Charlotte travel on April 6, 2022, and accidentally two transactions happened due to app glitch. I am following from the day when it happened to now no resolution. Initially, have speaking with refund team and asked to submit all proof like bank statements, boarding pass etc. and all submitted. They ask to wait for 45 business days to credit and it went multiple 45 days and finally refund team informed that unable to resolve and ask to raise ticket in feedback portal. This is bad that after 5 months of struggle, it didn’t resolve even though all bank statements proof was submitted. Have raised feedback Case [protected] on Aug 2022 and got call around November that my amount will be refund with 28 business days. Again, multiple 28 days and multiple follow ups no luck. Follow up case [protected] got closed without any resolution comments. Can you please help me to resolve this issue. It is hard earned money please give it back.

My husband, Douglas Warner Pasea, booked return tickets for himself and me, Christchurch / London return, via Abu Dhabi, departing Christchurch on 27 July, 2022, and leaving London to return to Christchurch on 19 January, 2023. The booking reference was DZJVBL, issue date, 16 Jun 22 and his ticket number was [protected].

We travelled to London on 27 July, as arranged, but my husband died on 22 August, prior to the date of the return ticket. My daughter and I have contacted Etihad several times to cancel his ticket and ask for a refund, most recently on 17 January, when I was given a different booking reference: ZXVIHF for my return ticket to Christchurch. I understood that a refund for my husband's ticket - London / Christchurch - would be made in due course to my credit card account - the account from which the tickets had been paid. My daughter sent Douglas' death certificate to [protected]@etihad.ae on 8 January, which received an auto acknowledgement. We have heard nothing further and this is now an unacceptable delay.

During the peak months of COVID in 2020 we got the offer from Etihad to open a travel bank account and by paying in USD 500 you would receive USD 250 on top. Therefore we deposited USD 1000 (around 950 EUR) and we had USD 1500 on the account. A great offer.

As all airlines Etihad suspened the flights during COVID and when they returned and we decided to book a ticket, the prices where outrageous. The tickt price for an exonomy ticket became EUR 2000+, before tickets where max. EUR 900 saver tickets around EUR 600.

Since the the travel bank account has an expiration and after that you would loose the money, if you did not purchase a ticket with the credit. We asked Travel bank to extend the account and they did that too.

Since due to Covid and private issues, we could not fly before the expiration which was September 30th 2022.

Therefore we called the hotline, described the situation and booked a ticket from Frankfurt to Bangkok for EUR 1300, with the information given by the agent: REFUNDABLE/REBOOKABLE.

To make it shortm REBOOKING is possible but not online. we had to call and pay EUR 25 service fee but REFUNDABLE is only POSSIBLE if the money can go back to the ORIGINAL METHOD OF PAYMENT. Since thos method, the travel bank account is closed, the money will be lost. The agents, we called several times. last time has been Alexandra (German Hotline), they say it can be refunded but the money will be gone.

HOW IS THAT POSSIBLE. CAN BE REFUNDED BUT THE MONEY IS GONE.

Also emails to travel bank, asking to reopen the account, were not successfull. They just replied: We are sorry for the inconv, caused... Please contact "Feedback"... From one agent to another...

We are quite tired already. IF the agent at September had mentioned that due to the expiration of the travel bank account, a refund would not be possible, we had not booked that open ticket but any other ticket and had flown somewhere to use it.

The ticket is still open, but rebooking to Manila would be another EUR 300 on top. Will bring the total ticket price to EUR 1700 which is out of this world.

You really depend on the agents. no supervisor can be contatced. The MAnila office is not existing anymore.

We were adviced by our laywer to send a registered mail to the office in Germany but I am afraid that office is not existing...

Etihad Ref: [protected]

I requested to review my late baggage and reduced bags weight (missing items from the bags) but Etihad is denying to acknowledge my late baggage and baggage weight loss. Surprisingly Etihad is not providing any facts or poof of them deny.

I arrived LHE from YWG on Aug 14, 2022. My bags were missing/delayed. I made complaint at the airport (complain document provided). I received my both bags on Aug 16 with reduced weight and missing items (bags delivery proof slip provided, showing delivery date and weight received).

Etihad is denying my late baggage and loss weight of my bags without any reasoning, facts or proof.

I request senior management to review my case and compensate my delayed baggage and loss items.

Thank you,

Nadia Imran

Airline ticket, delayed baggage complaint and bags delivery slip were provided as proof and attached to Etihad Ref case [protected]

Thank you,

Nadia

[protected]@hotmail.com

+[protected]

Reference: Booking GSSWSY

Dear Madam or Sir,

I have a business flight booking (see above).

I want to change the second leg of the booking from Abu Dhabi to Munich on 14 March to 21 March to extend my stopover for business reasons.

Simple ? Not at all!

1. Cannot be done on the website.

2. There is nowhere else to contact them but in their call center.

3. The customer call center charges 1400 Euro as at 24 Feb, for the simple change of date, and cannot do anything else since "the system“ does not allow.

This shows clearly that „the system“ is laid out for taking advantage of customers which is not agreeable and not in line with European Transport Authorities Guidelines.

Unless Etihad change the charges to 255 Euro as agreed in the chosen tariff, I will make an appeal to the Central European Consumer Agency (www.cec-zev.eu) and other consumer protection agencies applicable under European law.

If they choose to ignore this mail, I will directly contact your management in Europe after my return via my lawyer to take legal action immediately.

Looking forward to your reply.

Dr. Ruediger Hoppe

M: +[protected] (Germany)

M: +[protected] (India)

I have been speaking with your call centre staff regarding this ticket since January 2022. I originally contacted them asking the tickets that were cancelled by Etihad in March-May 2020 to be re-issued so I could use it to travel to the UK, same leg (Abu Dhabi to Manchester) in July 2022.

They have been incompetent in resolving this only to tell me more then 13 months after my original call that no refund or ticket re-issuance would be possible.

Relates to the following ticket numbers:
[protected]
[protected]
[protected]
[protected]
History as follows:

14-Jan-22 - I called to request re-issue.
09-Feb-22 - I called to request re-issue, spoke to Charmaine who said need to get tickets re-issued so can be changed.
16-Feb-22 - I called again spoke to Charmaine again who said no response will escalate and call me back.
21-Feb-22 - Charmaine called back still waiting, will call back.
01-Mar-22 - No further call, I called again to follow up, spoke to Katrina requested to talk to Supervisor and re-issue the same ticket.
08-Mar-22 - I called to follow up, was told it has been escalated to Quality team, advised representative to re-issue ticket.
18-Apr-22 - I called again to follow up, advised only refund is possible as now is over 2 years (i.e. March 2020 until March 2022). I said this is unacceptable as I have been calling since January, within the 2 year period. Was advised that it will be escalated and call back.
25-Apr-22 - I called again still no progress.
10-May-22 - I called ended up speaking to Charmaine again, she promised to call back.
12-May-22 - Charmaine called back, advised Belgrade office has said only refund available. I said unacceptable, please escalate.
13-May-22 - Received call from Francis, who said is account supervisor. Discussed with Francis that the fare I wanted to book is now over AED 9,000.00 to book, and AED 8,740.00 online.

Escalating and raising complaint to Guest Relations, up to 28 days.

21-Sep-22 – I called 1pm UAE time. Did not get name of call centre staff. Everything gone cold, she cant find any records, the records she does find relates to different ticket numbers and it says refund has been processed on 17 July 2022.
21-Sep-22, compliant submitted, Feedback case number is [protected].
and [protected].
14-Oct-22: Email asking for phone number.
09-Nov-22: Called and followed up Abdul Khaleel, Bangalore office, said he would call and follow up.
22-Feb-22 Received call from Jovana, Belgrade office:

- Advised that they had done an investigation and could not find records of any of my phone calls before May 2022.
- I advised this was very strange as Eithad advise on each call that the calls are recorded. She agreed they were.
- I advised I could get evidence of all of the calls from my Mobile phone provider.
- She said it did not matter the decision was made and no refund or ticket re-issuance was possible. She had raised this with superiors and they said no. I asked which superiors in which department, she repeated the "concerned department".
- She stated that no compensation would be offered, on the basis that I have “refused” the refund in May 2022 as this was the deadline for any flights cancelled during Covid.
- I corrected her on several occasions stating that I said a refund at that stage was “unacceptable” as the flight prices had increased substantially for July 2022 compared with when I requested the flight change in January 2022. This was what was advised to one of their supervisors on 13 May 2022 who said he would raise a complaint with Guest Relations. I heard nothing back hence I raised my own complaint in September 2022.

Hi,

I have already emailed my case with no response. However this is regarding a flight on 10/02/2023. Despite being promised for a upgrade for a fee, I was ready to pay the fee differene and the upgrade cost willing to pay, I wasn't provided one. staff kept on saying me to pay the fee at boarding gate, then later at aircraft then being completely ignorant and saying all are sold. I then was promised for a cabin upgrade which I am querying about for my next flight! As well as seat was malfunctioned in the aircraft. Meal didnt have an option, served cold and very ignorant staff. loss of sleep, and increased worry left me traumatized with the experience.

I always travel with other middle eastern airlines and never faced such poor customer service even to the point where the crew/staff do not even listen to the issue despite being utmost polite in my approach., but I was ignored and faced embarrassed in front of other fellow passengers. please may I request if someone can get in touch with me ASAP regarding this issue. This is quite a sensitive issue, please may I require your attention.

Booked a flight on 30-04-2022 from AMS to PHKT. Cancelled the flight and promised acc. e-mail confirmation to get my refund back. It’s now february 2023 and still waiting to get my money back. Contacted the customer service for so many times and get the same mssg over and over “payment has been done, check your back or else contact us after 48H’. It looks like Etihad is scamming their own damn clients for not paying back

I booked a flight with Etihad in 2020 which was cancelled and got back as voucher (travel bank). I used the travel bank to book a flight from Manila to Madrid back in January 2022, however because of being denied boarding on another flight I needed to make another change and eventually placed it on January 17th 2023. During this time my wife has been suffering for depression and I needed to stay with her in the Philippines and because of this I needed again to change my flight date. I contacted the Etihad service on their website and said the best option was to place the ticket as an open ticket, which I agreed to do and he said that I would have to make contact again to book the flight for my desired date of travel. I contacted again a few days later to book my flight for a later date and was then told that the flight and everything was no longer valid and i'd lost the money because the flight reservation had to be taken before October 2022. I wasn't told of this at all in the previous conversation with them and i'm not happy about this at all.

Hi Good day i have a flight from Abu dhabi to Paris last January 29 2023 but the flight its delay more than 5 hours.but after that i have a connecting flight to Amsterdam at this day but i react to paris its to late the plane already fly to amsterdam.then the etihad staff they say after i reach to paris they already what they do.but after a talk to the Air France staff they say etihad they did’t notice regarding this delay flight.i book new ticket its too expensive €449.44.can you help me to return my money back because this is not my fault this is the etihad airline fault.pls help me.my. Contact number is +[protected] Richard.thanks