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3.8 1402 Reviews

Etihad Airways Complaints Summary

973 Resolved
429 Unresolved
Our verdict: With a good resolution rate, Etihad Airways generally handles customer issues well. However, it’s important to be proactive. Familiarize yourself with their processes and services. Reading through various customer experiences will provide valuable insights into how they handle complex issues.
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Etihad Airways reviews & complaints 1402

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1:43 pm EDT
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Etihad Airways No refund, and it's been 6 months

I bought a ticket directly from Etihad Airways. Not from a travel agent. the route was Cairo to Abu Dhabi to Washington DC. The airline sent me an email saying that they cancelled the first leg of the flight from Cairo to Abu Dhabi. But the second leg of the flight from Abu Dhabi to Washington DC was still valid. I thought you have got to be kidding? How am I expected to get from Cairo to Abu Dhabi? Then a few days later they sent another email saying that they cancelled the leg of the return flight from Abu Dhabi to Cairo. How would I get to Cairo on my own? Sprout wings? If you are going to cancel part of the flight you are responsible for a full refund.

In March 2020 the webpage said I can apply for a full refund. The Department of Transportation in DC says I am entitled to a full refund. Now their webpage does not say the same thing about refunds. They changed their policy after I bought my ticket.

We are preparing a class action suit. We have contacted the BBB, the Dept of Transportation, Etihad Airways itself, Visa USA, Attorney General of New York, many news outlets, National Consumer Law Center and many others. Many people have been wronged by this company.

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11:34 pm EDT
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Etihad Airways Etihad guest / Etihad travel bank

Hello - I've cancelled my 5 return tickets on 11may and full amount were credited in Etihad travel bank account due to covid travel restrictions. All tickets full amount were credited in travel bank ac but all bonus eligibles miles (10000 eligible miles pending) are not credited yet to my etihad guest family head account. Several email exchanges were done with etihad guest customer care in last 2 months but no solution till today and a clear irresponsibility from etihad end.

I can produce all details of tickets and email exchanges made with etihad guest / travel bank customer care since 11th May.

Thanks

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Update by Alex Cherian Thyparambil
Jul 09, 2020 11:38 pm EDT

Etihad - Please don't advice to contact via twitter / facebook page of Etihad to look the matter, as it's already done through those channels aswell but all in vein.

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Etihad Airways Cancelled flights

Hi
I was due to fly from Auckland to Manchester on 13 July .I booked business class for 2 people, returning on7 sept.The first flight was with virgin Australia to Brisbane on a codeshare the remainder with Etihad. Flight numbers va0156 to Brisbane then ey0485 to Abu Dhabi, both these flights have been cancelled by you, Onward flight to Manchester is Ey0021.As you are now in breach of your contract with me I wanted to cancel my flights only to be told as the flights were booked in New Zealand, I don't qualify for a refund, I doubt that this is legal and would like you to explain how you can do this. As my son lives in Abu Dhabi I use your airline on a reasonably regular basis and find your stance on this unbelievable, you haven't even tried to get me alternative flights, just told me they are cancelled, if I wanted to carry on with this holiday I would have to try and book flights to Abu Dhabi at further expense to myself
Could you look into this and offer me an explanation as to your stance on this
JACK Dunkerley

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4:58 am EDT
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Etihad Airways I am complaining about etihad airways customer service...

Dear etihad airways customer service,

"I really shock about your un propositional way of managing the customers."

Last 4th march 2020 7:38 pm I booked tickets for my family (one way) in etihad airways (abu dhabi to chennai - ey [protected] aed/person - the total is 1869 aed)
(ref. Code: - xlmtqw)

Due to covid-19, in 14th april 2020, we planned to change our travel dates & tickets change to on 27th may 2020. With same flight fare (aed 1869 without service cost as per etihad airways covid-19 current service policy.)
(ref. Code: - xlmtqw)

Yesterday I received an email from etihad airways my family ticket has been cancelled.in what reason etihad airways customer service did that?

Also, I checked etihad website today that latest updates about airfare on 27th may 2020 its shows 3263aed. So, I understand why etihad airways cancelled my family tickets.

Here I request you that please re-confirm my family trip with same date & same fare. As soon as possible.

Please maintain your trust with customers.

Thanks
Karthick rajappan
[protected]

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5:32 pm EDT
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Etihad Airways Cancelled flight

On 24th march 2020, etihad cancelled my flight within hours after booking was confirmed! I am holding a fully refundable ticket, yet I am liable for almost 200 euro cancellation fee - I did not cancel - etihad did! The total lack of support, customer service and communication is absolutely shocking! I have complained on numerous social media platforms and will continue doing so until somebody listens and treats me with respect! The level of arrogance from etihad staff is mind blowing to say the least! I had to rebook on klm and kenya airways to get to sa in time before the travel ban! I have been away from my family since october 2019! I will report this to our national credit regulator as etihad is not exempt from this act! I will further lodge a complaint with the minister of transport office who also released a press statement in this regard today!

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10:21 am EDT
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Etihad Airways Refund

On 19 March I was eligible to a full refund as one of etihad agents confirmed me in writting, the next day, Surprise, I wasnt eligible. They temoved the refund option from website and provide an option for credit point. The trick is that the flights have a double price now, that means our curent money are a gift for Etihad. We lose the flight, money and we have to pay the difference if we want to take the credit point solutions. Shame in you, and hopefully you get bankrupt 🙂 for stealing our moneys.

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Esme Herbst
, ZA
Apr 01, 2020 5:35 pm EDT
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Absolutely agree with you, in the same boat! Shocking and SHAME ON ETIHAD AIRWAYS - NEVER AGAIN

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7:24 am EDT
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Etihad Airways Not all destinations with restrictions updated and eligible for full refund

Only few destinations with restrictions updated and eligible for full refund as of 19th March 2020.

I have booked a ticket from Toronto to Muscat with stop over at Abu Dhabi, planned travel on 19th March 2020.

However due to COVID 19, restrictions were applied at Muscat restricting non citizens from entering Muscat effective 18th March 2020. The screen shot is as below

Due to this lapse, i couldn't get full refund

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Etihad Airways Excess payment for changing flight

Good Morning,

I am writing to complain about the excess payment of 1500 dhs to change my daughter flight. As you are aware UAE has given expat parents 48 hours to bring their kids from all over the world so I had to bring her ASAP. Also, my daughter uni has started the online learning and they needed to leave their accommodation.
booking ref: TWELVS
Name: Yasmin Abdelmaksoud
Ticket number: [protected]
EY22 coming from Manchester
Other airlines did it for free or 300dhs max

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Etihad Airways Hotel booking from Etihad

Booking reference ID : 9577164d
Name: Vijaya Subbaiyah
contact: [protected], [protected]

I booked a hotel from etihad guest ( March 3 to March 5) website and when i reached saudi arabia, the hotel reception has told that they haven't received any booking confirmation from Etihad. When I tried to contact Etihad call center, I was informed that they don't have access to look in to my bookings. When i sent a mail to Etihad i got reply after 1.5 days.

SO I booked a new hotel from my expense again, spent additional money for that hotel, mobile calls, taxi etc... Still now Etihad ( more than 10 days) is not refunding the money and denying to compensate the losses.

Will Etihad allow a passenger with economy ticket to sit in business class. They want to earn money. But because of Etihad's mistake why should a customer bear all the losses. I am following up with Etihad by mails and still now they are not refunding and giving compensation and also giving me more burden by sending unethical mails

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Update by Vijay Subbu
Jun 01, 2020 8:11 am EDT

Yout team is useless and working just for salary and not for custmer experience.

Irresponsible people . I have contacted your guest relations team already. Before responding anything you atleast go through the costomer complaint.

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9:19 pm EST
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Etihad Airways Double Charge on my account

I have booked online using Etihad and was surprised that they charged me twice. They keep on saying about the soft charge but they don't know the hassle it causes to their customers. Now, I have to wait 48 hrs or more for the money to log back into my account. I need to buy some stuff but I cannot do it because of this. I'm just disappointed with this company.

Dawn

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Etihad Airways Bag Tampering & Theft of Electrical Item

I took an Etihad flight from Bangkok to London Heathrow (via Abu Dhabi) on 19.12.19. When I arrived at Heathrow on the morning of 20.12.19 and collected my luggage, I immediately noticed that my case had had the padlock removed and that someone had been inside the luggage. There was no security sticker on there indicating that my bag had been searched, neither had the padlock been put back into the case. This struck me as strange and rather displeasing but I thought nothing more of it. When I got home and unpacked the aforementioned suitcase I realised that my small JBL speaker was missing. Evidently, someone broke into my case, tampered with it, and stole an expensive speaker.

I contacted Etihad and have since spent two whole months trying to get a resolution on this matter; they made me jump through multiple hoops, chased them on email (they are dreadfully slow at replying ), I supplied all evidence requested, only for them to tell me that it is not their responsibility.

Name: Arlo Tickner
Etihad Membership number: [protected]

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Etihad Airways Misplaced luggage items

On Feb 18th 2020, I was passing through security at AD airport, preparatory to boarding flight EY454 to Sydney, leaving at 22.40pm. I was asked to put my laptop, a silver Lenovo, in a separate tray which I did. I was then asked to go to a search cubicle and on returning, forgot to collect my laptop. I have telephoned the airport on several occasions, but no-one ever answers the telephone. I have also registered with AFL - as recommended on your website and despite several emails requesting an update, I have not had the courtesy of a response. I am in Australia to receive treatment for breast cancer and this situation is not helpful. I would be grateful if you would:
1. Ascertain as to whether my laptop is stored in AD airport and arrange for it to be sent on to Sydney.
2. refund all costs: telephone calls, registration fee for AFl, inconvenience

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J Thewlis
, GB
Apr 08, 2020 8:15 pm EDT

Hi
Thank you for your response. However, I have already told you that I have attempted to contact AD airport on numerous occasions but they do not answer the telephone. This is not helpful. Perhaps you could try contacting them for me and if that too, is unsuccessful, please arrange to send me the documentation to make a claim for my lost property together with compensation for the inconvenience caused to me.
Regards
Jill Thewlis

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J Thewlis
, GB
Apr 08, 2020 8:06 pm EDT

I have tried to contact AD airport on several occasions. Unfortunately, as stated above, they do not answer the telephone. Perhaps you could make an alternative suggestion or maybe you will have better fortune in contacting them?

Kind regards
Jill Thewlis

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Etihad Airways Lost $3000.00 while traveling from Ahmedabad to Washington

Dear Sir/Madam
We are frequent flyers # [protected] and [protected]. Our booking reference is RHVUGA . WE came at airport around 12.30 Am on 02/11.2020). Heavy rush on that day . Bag screening done at 1.00 am. After checked in we have been told to come after 3.45 Am as our flight EY0253 Depart at 6.45 Am.
WE are seniors (73 years) and requested for wheelchair. My husband Mukesh Pandya had a fever and because of viral (throat ) infection and continued coughing he was unable to speak . We paid to porter Rs 300 for caring our baggage. while at check in or at immigration were rush was their, somebody may have took out $3000.00 from my purse. ( $2000 in white envelope $100 bills with Wells Fargo withdrawal and $1000 with assorted bill .) When i checked my purse around 4.00 am we came to know money lost. Though we have wheelchair no body came to take it from gate no 8 to gate no 3.i could not make a complaint as my husband was sick and we afraid of being told us not to board . We would appreciate if you would check a airport video specially at immigration and refund $3000.00
If you need any information please email me [protected]@gmail.com
Thanks
Rashmina Pandya
Mukesh Pandya

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Update by Rashmit
Jun 01, 2020 12:49 pm EDT

Dear Sir/Madam,
My above issue and concern is not being resolved till date. I did not received any satisfactory reply from Ethiad . We are the looser of $3000.00 and Ethiad will be a looser of our future business as travelling every year to India. Please help us to find out solution .
Thanks
Mukesh Pandya
Rashmina Pandya

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Etihad Airways Unacceptable behavior from the Cabin Crew

This is to inform you about a terrible incident happened with me during my flight from cochin to Abudhabi on 17th Feb 2020.I, Nahala Xavier was traveling with my husband and my two and half year old baby from Cochin to Manchester via AUH. Iam a SrCabinCrew by profession. My husband is living in London. It was my first time travel with Etihad Airways.From Cochin It was early morning departure We were so sleepy and tired.After the door closed I was keeping my baby on the middle seat with seatbelts fastened as she fell asleep.I was keeping her head on my lap and I was holding her head.Then I also fell asleep.My husband was in aisle seat.We were in 24ABC.During the taxing time I got shocked and got up from the shouting by the Male crew Mr Roy.He was showing angry gestures with his hands and he was too loud and used impolite way to talk to me.What he wants me to keep my sleeping baby's head up and put the armrest down and not to touch her otherwise he will hold the plane. I was deeply stressed out by his words it was just beginning of the journey. I can't understand there is no need for him to do that unless none of us didn't fasten the seatbelts.I do agree you can command on people for the safety measures who won't listen.But not with a sleeping mother n Baby with seatbelts fastened .I ve complained about this attitude of him to the senior crew Ms Sukanya.But she also was showing same attitude and was so confident to give her name and his name stating that He is correct and I was wrong.With this two crew attitude I was giving you 0 rating. The Meal Service also very bad .The food served was not hot.Both Sectors I've requested for chml which was not given by the crew as I saw them serving to the other pax with kids. While leaving the Aircraft the Male crew has come towards me saying to my husband I wish you have more kids.Its so disgusting Is this the way you treat a lady?
The Second flight from AUH to MAN Same food was horrible. The crew was very reluctant to smile or serve food n Beverage to pax.We ve got seats 38ghj only two seats together At window seat there was another pax I requested many times for a change of seat to the ground staff as well as crew.But nobody was bothered hence there was seats available. Luckily the pax who was good heart changed her seat by herself for us.During the flight while serving Beverages I asked tea for my kid.then crew was hesitant to give and after cross checking with other crew he has given the tea.Even for my baby he has given pumpkin ravioli instead of child meal or normal meal which I asked and that was horrible. I felt they treating us like dogs please train your crew about equality fraternity and courteous. We chosen your airline because we want best in service and This is the first experience which I would like to share with you
Thanking you
Nahala

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Update by Nahala Xavier
Apr 06, 2020 5:52 pm EDT

Could you send me the link so that I can easily access to your Feedback section.

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Etihad Airways damage of my bag

I arrived this morning from Colombo to Cairo via Abu Dhabi (a long journey) to find that by bag was extremely damaged.

Flight details: From Colombo to Abu Dhabi EY265 Seat 9B on 15 February 2020 From Abu Dhabi to Cairo EY651 Seat 8D on 16 February 2020

The handle was broken
One of the wheels was broken
Two of the zip handles were broken

I cannot believe the carelessness of the baggage staff of a reputable airline causing all of this damage to one bag.

At Cairo airport there was no representative to report the damage to. I waited for 20 minutes and no one was there.

I am extremely unhappy with the whole experience and thus filing an official complaint requesting compensation.

Yvette Aziz Keriakos Soliman

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Update by YvetteKeriakos
Feb 23, 2020 12:49 am EST

I received the following by e-mail, but I cannot see any comments. Would you kindly let me know what that is?

Hi YvetteKeriakos,

A new comment has been added to Etihad Airways - damage of my bag

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Etihad Airways tourist visa application

Dear Etihad,

I am writing regards tourist visa application for my wife and son. Please kindly update on the status of the application.

Find details below

1. SHORT STAY TOURIST/ISSUE NEW VISA, number 0101024180092020328514127 for ATAMAKO FEGOR STELLA OCHUKO

Administration : ABU DHABIRequest Number : 0101024180092020328514127Service

Transaction : VISA - SINGLE ENTRY - SHORT STAY TOURIST - ISSUE NEW

VISAApplication Fees : 361.26

Receipt Number : 030092020021489869Request

Status : Returned from system AdminRequest

Date : 03/02/2020 10:33:25 PM

2. SHORT STAY TOURIST/ISSUE NEW VISA, number 0101024180092020328514498 for ATAMAKO FEGOR JIOVANI OGHENEKOBIRUO

Administration : ABU DHABIRequest Number : 0101024180092020328514498

Service Transaction : VISA - SINGLE ENTRY - SHORT STAY TOURIST - ISSUE NEW

VISAApplication Fees : 361.26

Receipt Number :
030092020021489704Request Status : RETURNED FOR MODIFICATION

Request Date : 03/02/2020 10:27:15 PM

Request Actions Transaction Date Comment

RETURNED FOR MODIFICATION 04/02/2020 6:37:15 AM please upload mother UAE tourist visa approved copy by etihad.

WAITING FOR REQUEST CREATION APPROVAL 03/02/2020 10:27:16 PM

*Note I am yet to get mother UAE tourist visa approval.

Please advise on what to do in both situation.

Your immediate response will be highly appreciated

Regards

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Yasser Kilany
, US
Sep 27, 2023 7:45 am EDT
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Dear Etihad,

I have also applied for the visa 3 days ago and there is no response. The status is WAITING FOR REQUEST CREATION APPROVAL. Kindly, approve the visa request ASAP as the plane is leaving shortly!

M
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Muhammed shad kk
, US
May 22, 2023 5:36 pm EDT
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Dear etihad,

I have applied for a 48 hours transit visa yesterday 22/5/2023. But it is not yet approved. My flight booking is on 24/5/2023 so it is urgent.. please approve my visa.. i applied twice and i have called you directly ..but you are saying it will take four days.. my ticket is 24th there is no time.. this is my application request number:0101027780092023429969332.. please make it fast as you can is there is any mistake in application please let me know that

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Etihad Airways poor and bad service received

We used Etihad Airways from Johannes to Abu Dhabi onroute to Turkey. Upon checking where by the way we waited like 45 minutes due to a traveler who was having issues had already caused frustration. We were not greeted cordially at the check in guest and we were never asked for our seats of preference. When the lady was asked she replied with alot of attitude that we were pre booked. When I spoke to my agent he said that no such thing was done. Were were forcefully allocated 45 D and E which was at the toilets. It was a miserable flight. We spoke to the hostess to try and move us but our request was not considered. It got worst on the flight with with the smell and and the toilets opening and closing. Further your cabin crew was loud and never stopped talking when we tried to get some rest. The elderly lady next to me had asked them to stop talking to which their response was change your seat. Your food was poor and my daughter didn't get her breakfast as they ran out. I am dreading my other trips with you, as I will be returning to South Africa from turkey on the 14th. I most disappointed and disgusted with the service from the beginning till the end. The mindset and attitude of your staff must change or else you will loose of alot of clients. I do look forward to receiving a response from you at the soonest. [protected]@gmail.com
Cell +[protected]

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Etihad Airways changed flights now twice. can you please cancel this booking?

Hi I booked my Etihad airways flight from Johannesburg to Dubai leaving the 24th April 2020 (departing 8pm) and return the 3rd May 2020 departing reference WFMSLC. The return flight was then changed to the 4th May 2020(10am) I Lodged a complaint advising that I am now incurring an extra night of costs on accommodation due to the change in date.. my ref 761051, with no response. My flight has now been changed again from the 4th may (10am) to 2am. I have 2 small children who are travelling with me and in no ways can travel at 12am to catch the 2am flight on the 4rd May. I called the call centre and was told NO i cant cancel but The letter provided by etihad advises that I may cancel without any cost. I just need confirmation that I can cancel and need confirmation that the full trip cost taken off my account will be refunded. I cannot get through anyone and need urgent assistance with this. I am very frustrated and really disappointed in the way Etihad is conducting itself.

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Update by Sabeehakhan1
Jan 31, 2020 11:21 am EST

I will wait for your staff to contact me concerning this as I still cannot seem to get to someone who can assist me. This experience has left me with a bitter taste and unfortunately I don't think I will ever look at an Etihad flight again for any of my family members

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Etihad Airways delay in arrival

Dear Sirs;

Kindly note that my return flight from Melbourne to Cairo was delayed for 36 hours due to flight malfunction and I only know by coincidence that Etihad booked another flight via Emirates with advise. This caused a major contract agreement loss as well as credibility apart from expected profits.
I await your prompt action and attached you will find airline ticket as well as airline letter with incident,
My email address is;
sherin.[protected]@cftiegypt.com
Mobile # +[protected]
Thanks,
Sherin

17, El Ahram Street. Korba, Heliopolis 9th Floor, CFTI

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Update by Sherin F. HABIB
Feb 02, 2020 3:44 am EST

Dear Ari;
Please confirm Etihad email as it reads (protected)@etihad.ae?
Thanks,
Sherin

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Etihad Airways denied boarding based on claim that I need a transit visa for seychelles, shoddy investigation work

Etihad Airways [RQID:759584]; Reference 759584; XBGVES

On 29 December 2019 we were stranded in Istanbul International Airport...for 2 days! What was supposed to be romantic getaway is now a nightmare thanks to you. I was supposed to go to the Seychelles via Abu Dhabi from Istanbul but was denied boarding. After denying us, they simply abandon us as if we are not paying customers and now I have to borrow money so I can go home. Since when does a South African require a visa to enter Seychelles!?! I have never been so humiliated and stressed out to this extent by an airline. What's even worse is that I sent multiple emails about my plight and no Etihad personnel has responded. Clearly going hungry and being stranded does not qualify as an emergency to Etihad. Etihad responded to me (eventually) and said they would investigate the matter. On 24 January 2019, they reply to me stating that it is basically my fault insisting that we should have applied for a transit Visa for Seychelles. This is annoying as they based this only on their system called TIMATIC. I have contacted the Seychelles embassy personally and they insisted that there is no visa required for South Africans staying in Seychelles for less that 30 days. I also know this to be true as I have traveled to Seychelles VISA-free in the past. I incurred a lot of additional expenses that I am still reeling from as a result of the blunder caused in Istanbul by your staff. The embassy recommended that i seek legal recourse as per their email./

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Customer Service Executive
Customer Service Executive
Elizabethtown, US
Jan 28, 2020 4:09 pm EST

If Etihad said that Timatic gave those information, the person from Etihad was wrong. According to TIMATIC it says:

Seychelles - Destination Visa

Visa required.

Visa issuance:

Passengers can obtain a "Visitor's Permit" on arrival for a maximum stay of 3 months. They must have:
- a return/onward ticket; and
- sufficient funds (minimum of USD 150.- or equivalent per day); and
- proof of accommodation for the duration of stay.
Extension of stay possible for additional 3 months with a maximum stay of 12 months.

Additional information:
Visitors wishing to stay longer than the permitted stay, should apply for an extension at least one week to its expiry. Visitor's permits are not extendable beyond 12 months.

Etihad Airways In-depth Review

Overall Rating: Etihad Airways is a top-notch airline that consistently delivers an exceptional travel experience.

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Accessibility for Passengers with Disabilities: Etihad Airways provides excellent accessibility services for passengers with disabilities, ensuring a comfortable and inclusive travel experience.

Business Class Experience: Etihad Airways' business class experience is luxurious and refined, with premium amenities and services that cater to the needs of business travelers.

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Lounge Facilities: Etihad Airways' lounge facilities are elegant and well-appointed, providing a relaxing and comfortable environment for passengers to unwind before their flights.

Airport Services: Etihad Airways' airport services are efficient and convenient, ensuring a seamless travel experience from check-in to boarding.

Special Assistance Services: Etihad Airways offers excellent special assistance services, catering to the needs of passengers with special requirements and ensuring a smooth journey for all.

Frequent Flyer Benefits: Etihad Airways' frequent flyer program offers a range of benefits and rewards, including priority boarding, lounge access, and exclusive discounts.

Complaints and Issue Resolution: Etihad Airways takes customer feedback seriously and has a dedicated team to address and resolve any complaints or issues that may arise.

Partnerships and Alliances: Etihad Airways has established partnerships and alliances with other airlines, allowing passengers to enjoy seamless connections and expanded travel options.

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Online Experience: Etihad Airways' online experience is user-friendly and intuitive, allowing passengers to easily manage their bookings, check-in online, and access important travel information.

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