Etihad Airways
reviews and complaints

I had orignally booked a return flight from Chicago to Abudhabi which was delayed ( almost 9 hours were in the flight at the gate). after few hours it tried to take and pushed aircraft but brought back again to gate saying technical issues. Kept us again in airport for more than hour, later announced that flight is cancelled and hotel vouchers will be given to all passengers.
They gave us voucher as attached and told us take uber and bring the bill next day for reimbursements. Due to snow no taxis were available finally 3 passengers from business class took a taxi to Double Tree by Hilton. After few minutes cheking the reservation as per voucher front desk advised the booking is not in that hotel it is another double tree by hilton. By the time no taxi was available and all of us were tired so we decided to stay there and bring the bill to Etihad checkin counter next day. We did same and the person of Etihad told us to apply on line and it will be reimbursed. I have been trying to contact local office to get the website since i could not do it.
I am attaching here with boarding pass, hotel bill ( taxi were paid by another person)and voucher copy without specifiying the hotel address. Look forward for your immediate reimbursement.

Dear Sir/Madam,
Due to the Covid 19 pandemic, Etihad Airways cancelled my flight ticket, issued March 25, 2020, from Chennai to Frankfurt on April 20, 2020 (Ticket # [protected], Flights EY 269 and EY 7).
At that time I requested a refund. Instead I was given travel credit, issued May 21, 2020, which is valid for only one year, in the amount of USD 383.96. My Travel Bank Acct. No. [protected]
Given the continued pandemic, travel continues to be restricted in 2021 and possibly into 2022.
I would appreciate a full ticket refund.
If refused due to my economy class ticket, please extend the my travel credit until travel is safe in 2023.
Thank you for your consideration and help.

Booked paid flight BKK-JNB 2 people business class Apr 27 2020 - May 17 2020. Flight CXLD. Money credit in "Etihad Flight Bank about $4500". NO flights to JNB from BKK after May 2020 to now! Force me to make BKK-JNB reservation by April 29 2021. Reservation can be out up to one year. Not fair. One year reservation period should start when flights resume.

Date of Incident : 18th Feb 2021
Booking Reference: ICMTLV
Name : FNU Vijay Gopal Anjanappa
Full Description on Incident : Booked a flight on 18th feb 2021 for same day travel from New York, USA to bengaluru, India scheduled to departure at 8:05 PM. Tickets were confirmed and all required Covid Paper works, personal information, India self exception forms were filled as per details provided on Airlines website. Driven the car from Boston to New York (200 miles) and reached check in counter at 5:40 pm and came to know that flight departed already. I haven't received any email notification or call from etihad about early departure. None was in check-in counter to help the situation. Later few etihad agents arrived and asked to call etihad customer care number to get the issue resolved. Customer care offered to book for next day but were not ready to provide accomodation and asked to check in check in counter. They offered me to travel back to boston and come back to New York next day. I have opted for cancellation of ticket and refund me the full amount. This is the place etihad airways customer care is not yet refunded my ticket and they brings payment rules. My simple question is when the flight is getting departed early whose responsibility it is to inform the passenger? And why it is not informed?

Also it is very sad that etihad airways customer care has not accepted the mistake till now and keep on trying to find mistakes on my side. How fair a airlines can able to ask passenger to drive back 200 miles and come back 200 miles to catch the flight because of some one's not accepting their mistake. I have travelled in various flights but this is the first time I am facing the airlines acting this way.

I had my trip cancelled from your airline and am still waiting for my Refund.
Airline: QXYREL
5th November
Trip Locator 36R 9UV
Jeanette Pepe
£898.00
Natwest Jeanette M Pepe
Sort Code 60-20-41
Account [protected]
I am now unemployed also due to Covid-19. I have had to apply for a IVA as I am not able to pay for personal loan and credit card. I purchased the trip on my credit card which is now closed. the above is now where Refund must sent.
Please can you refund ASAP.

Dear Airline,
My international flight from UK to Sydney was on 15th Feb 2021 at 12.25hrs. I booked my COVID PCR test with Express Test Service at Gatwick(close to home) few days before my departure flight.
On 11th Feb 2021 I received e-mail from Etihad recommending COVID-tests through Eurofins. I wrote to Eurofins explaining that I have already booked a non-refundable test with government approved agency and if its' ok to proceed. I was advised via email by Eurofins that I have to only book with them. I have this information in writing which is not factual.
I had my test done with Eurofins at 3pm Friday 12th Feb 2021 and didn't receive my results within 48hours as promised. Instead I was left in misery till 09.00am Monday morning 15th Feb 2021 when I was on the phone to them whilst waiting to check-in pleading to send the results running a risk to miss my international flight due in less than 3 h.
Eurofins didn't manage the situation well, were not responding to calls/mails over the weekend and there was no customer support to signpost me. Their performance standard certainly doesn't match the standards set by Etihad Airlines hence I request a full refund and additional compensation as they falsified the information and I faced significant delays in receiving the results.
regards
Maha F Khan

Our ticket refund not received till date, booked directly in Etihad web site, and payment done directly thro net banking. My TICKET REF : DZFBYA, travel date 17/01/21, thro business class, and flight was cancelled by etihad and still refund not received. Name of the passenger : Sankera narayanan shunmugam pillai. Complaint raised earlier ref. CRM 0135307

I bought the Etihad flight tickets (family ticket) from Opodo and paid £3587.36 in January/2020 through Debit card. Supposed to fly in July 9th 2020 and been cancelled by Airlines due to this Pandemic. Contacted both Opodo and Etihad for refund. According to Etihad, they can not give money to us, as we bought a ticket from Opodo. They paid to Opodo. Opodo agreed to pay within 45 days of flight cancellation. No fund received as they agreed. I have made numerous phone calls to Opodo, received conflicting messages from different people in their department. It's now more than 6 months now. No fund is my account yet and Opodo can not provide any date or time period. They keep on saying it will be credited to your account. The reason I am complaining Etihad is that they have a responsibility for this type of Frauds. It is their fault they cancelled their flight. Surely they will ensure the ticket money should be reached in customers account. If they know that, these agencies are not trustworthy, why they encourage customers to use Opodo. It is clear that its a business game. So Etihad should take the responsibility to get my money back into my account.

Reference number [protected]
Booked return ticket for Ahmedabad London Departure 11thJan20
Return ticket 8 th July 20.Due to corona yr flight was not operative from London to Ahmedabad.My travel agent request for refund in Sep20 .Till date I have not recd refund.I theeefore request u to arrange for refund or reopen ticket for 8 months.
I am regular customer & satisfy with yr services.Pl do needful in the matter.
Thanking u
Jagdish

On 30 Sept I booked a flight from Kathmandu to Melbourne (Aust). The booking reference is GFHKWX. On 5 Oct I received notification that the flight was cancelled. The following day I rang to arrange a refund and was told it would take 45 days to process. I have since called 4 more times to follow up my request, and in each of these times I was told that it is being processed and would be in my account shortly. It has been almost 3 months since I requested my refund, well beyond the 45 days of your policy.
I have explained to the call center staff that I am stranded in nepal and currently do not have enough money in my account to pay for another flight home. The last time I rang I was told the refund would be available within 2 to 3 weeks. Three weeks have passed and I still don't have my money. I am using up whatever funds I still have to sustain myself here, but these will not last much longer.
I feel as if I have been caught up in a scam. What you are doing is a criminal activity. You have taken my money to run your business while leaving me here in an extremely vulnerable and desperate situation. You should not be allowed to do this, and certainly should not be allowed to get away with it.
I am sick and tired of ringing your call center only to be given a standard stalling response. I need my money and I want it now! Do not deny me access to my own money.

My name is Eric Dickinson and I was booked onto flights with Etihad airways as part of a Cruise Package on . My e-ticket number was [protected]. I chose to purchase airline seats as some of the flights were overnight and I wanted to ensure I had enough leg room and easy access as I have mobility problems.

The flight was eventually cancelled due to Covid19 (after being re-directed to another country) and I eventually flew direct to Perth Australia with another airline.

The Cruise Company and Travel Operator arranged all the flights, hotels and other bookings but I purchased the flight seats independently.

I had to rebook flight seats (at a further additional cost) with the other airline and although I have been contacting Etihad airlines since April 2020, I have still not receive a refund of the flight seat costs. Etihad advised me that my travel agent would need to request the refund. The travel agent have been trying to obtain the refund since June, and eventually, they received an email from Etihad a few days ago to advise that seats costs were non-refundable.

I really don't think this is the case, as I was not told this on any occasion when I spoke to an Etihad operator, nor was my travel agent advised this, when they also spoke to Etihad. Both myself and the travel agent have spent considerable time and trouble trying to obtain the refund of the flight seats. The flight was cancelled so I do not understand why Etihad will not refund the cost of the seats I purchased when it was not my fault that the flight did not take place.

I believe the amount due is around £75.00. I can check my bank records and advise the exact amount that is due to me or you can check my booking and advise how much is owed.

I have a pdf of my airline booking but I am unable to attach it to this form as I do not know how to convert it to JPEG.

Please advise, my email is eric.[protected]@gmail.com

I have applied for Etihad credit in my travel bank account ([protected]) on 19-Oct-2020, after lapse of 45 days(max. limit), I could not get any Etihad credit or refund status. My booking reference number is -YLWTOO,
Name - ISHANKUMAR MODI
ROUTE - AHMEDABAD TO TORONTO VIA ABU DHABI
CONTACT EMAIL ADDRESS - [protected]@gmail.com

I hope my querry got solved soon

Dear Sir/ Madam,

On 25/09/2020, I booked and paid in total for an Etihad Airlines business class return ticket to Sydney, Australia from Dublin Ireland, through an Irish based travel agency.
My Outward Flight details to Sydney were;-
EY 042 from Dublin to Abu Dhabi on 3rd Dec 2020
EY 454 from Abu Dhabi to Sydney on 4th Dec 2020
E - Ticket EY [protected] for Mrs Erika Helena Kinsella

On Tuesday night, 24th Nov 2020, at approx 8.00 PM Irish time, I rang Etihad Airlines to enquire about the Covid 19 PCR Test they require within 96 hours of travelling.

I gave the Etihad lady who answered the phone my name, flight date, destination etc. We discussed the PCR test locations in Dublin, Ireland and what was needed in the result laboratory documentation. She was very helpful.

I then chatted with this lady by saying something to the effect, that I'd heard there was a change in policy and that the NSW authorities were now deciding which passengers travelled and not the airlines (my husband and I both have Australian Permanent Resident Visas)

The Etihad Lady asked me to hold on a moment while she checked something on the computer. She then proceeded to tell me that my flight for 3rd Dec had been cancelled on the 23rd Nov! I remonstrated with her and said this wasn't true as I had heard nothing from either Etihad nor the Travel Agency. She told me I had been rung up on my irish mobile (obviously her computer indicated this). I received no calls, nor missed calls, from Etihad on the 23rd or 24th Nov 2020!

She told me the next available flight with seats to Sydney was 31st Jan 2021. I asked her to book me a seat on it please, she replied she couldn't, the travel agent had to do it. I said to her that I was an Etihad Guest Gold Member Frequent Flyer, this made no difference the travel agent would have to do it!

Next morning, Wed 25th Nov, I spoke with the travel agency in Ireland, they DIDN'T know my flight had been cancelled! When they investigated and tried to book me on the 31st Jan 2020 nothing was available! The earliest flight that was available was the end of April 2021!

I am extremely disappointed with Etihad and feel very very let down by them.

1. Who "ticked a box" on the Etihad computer that I had been rung on my Irish mobile about the cancellation of my flight when this wasn't true?

2. Why wasn't I allowed to book a seat to Sydney on the evening of Tuesday 24th Nov when seats were available, for the flight on 31st Jan 2021?

3. Why next morning Wed 25th Nov 2020, were no seats available until the end of April 2021?

4. My Etihad Guest no. is [protected] with a guest mile balance of 112, 399 miles. What is the point of a loyalty program when Etihad treats its frequent fliers as above? When Etihad started flying into Dublin their customer care was top class, over the years it has been disimproving with time. (My Etihad flights to Ireland from Sydney on 3rd Sept 2020 were excellent!)

This issue can be resolved by allowing me to book a seat to Sydney on the 31st Jan 2021. It was very unfair that I was not allowed to do so on Tuesday night 24th Nov 2020, in spite of the fact that I had NOT been notified about Etihad cancelling my ticket for the 3rd Dec 2020.

Yours faithfully,
Erika Kinsella.

I had a very bad experience with Etihad. I booked ticket in February for flying on May 2020. But etihad itself cancelled the flight. I had requested for full refund but only option I received was credit vouchers. I was in a position to send my family back home immediately and I couldn't travel to abu dhabi (due to covid protocol). I have contacted many times for refund, and they denied.
Finally I have to cancel all 3 tickets (I was struggling financially that time) And Etihad charged me 600/- dhs for cancellation!
I have to say different way of looting during covid, never expect this was from a national airline, even emirates issued full refund in cash (in similar situation) I will never opt for etihad again, and don't recommend for my family even!

Nihad Latheef
[protected]
[protected]@hotmail.com

My partner and I were booked to fly with Etihad on 22 March 2020. The flights were purchased on 19 March 2020. The booking references are [protected].
Later on the same day (19 March 2020) Australian border restrictions were announced. Commencing 19 March 2020. It was not possible to fly without exemptions - making these tickets redundant.

Refunds were requested for both (refer to email acknowledgement from Etihad dated 20 March 2020). Instead, travel banks were provided.

At the time, Etihad was flying to Brisbane still and some flights were available so we did not challenge the travel banks, despite having requested refunds in the first instance.

Since then, the travel bank for Ms B. was used to book a flight to Brisbane, reference XLNJHX. This has since been cancelled by Etihad (refer to email from Etihad dated 5 October 2020). As you are no doubt aware, there has been limited availability on Etihad to fly to Australia.

Earlier this month, it became apparent that Etihad was no longer flying to Brisbane, and certainly not from Dublin. It follows that these travel banks are now unable to be used, and the original requests for refunds ought to be honoured. To that end, I have made several attempts by phone, email and social media to obtain a resolution.

On 12 October 2020, in response to one such complaint on social media, I received a phone call from an Etihad supervisor. This phone call occurred at 9:51AM Central European Summer Time. During that call it was explained to me that the refunds requested were approved, however they would not be processed for a period of twelve (12) months from the date of the booking. Meaning 19 March 2021 for [protected] and an indeterminate date for XLNJHX (as, despite the flight being cancelled it has yet to be credited to travel bank or be refunded). I requested this decision be reviewed by the legal team and I was assured an email from them would be forthcoming.

On 12 October 2020 I responded to the social media account that had arranged the phone call and complained that the resolution was unacceptable. It was advised to me by *Elle that the reason the refunds were not approved immediately is that the two guests were "no-shows" on the 22nd of March 2020. I presented to *Elle the screenshots refuting this statement to which she responded "you may write to our guest relations team at…. If you wish to submit your complaint".

On the basis that the 22 March 2020 flight was both cancelled within 24 hours of booking via the website, and Etihad is no longer servicing the Dublin to Brisbane route, it is appropriate for the refund to be retrospectively applied and funds be immediately credited to the original method of payment (credit card).

Hello,

Our flights from Paris to Abu Dhabi due on 16th April 2020 were cancelled due to Covid 19. My booking reference is SXFJUI which was booked directly with Etihad Airlines

I have tried to trace my booking on your site, but it appears as not found. When I call the telephone number on your site I cannot get past the machine. I would like to speak to someone, but it appears to be impossible.

I cannot find out how to get a refund for this booking.

My adresse mail is [protected]@hotmail.fr

Thank you for any help you can provide

I've called and dmed on twitter numerous time about my refund that I requested on 26/07/2020 and every time i'm told that ‘an email has been sent to our finance team' and then nothing happens. My booking reference in kxbwxa. I've even complained about my ticket receipt details where the last 4 digits of my card don't match the the ones on the receipt even though I paid with my card. Please help it's been almost 2 months and I need the refund back urgently.

Etihad has cancelled the flights from MAA-JFK supposed to fly on 28th March 2020. Till date they have not refunded the ticket.
Confirmation no : TSORVD
Ticket details are mentioned below
Your ticket(s) is/are:
Raghuraman Rangarajan: [protected] -Latest
Sudhapriya Sampat:[protected] -Latest
Have spoken to Etihad multiple times as well. still no

How terrible and upsetting such a big operational carrier like yourself not caring for disabled passengers Stranded families with kids all at Mumbai airport .Than getting police to disburse people who are rightfully upset.
You have a duty of care and are ATOL registered. I called Etihad airways for 2.5 hours.
Nobody bothered calling me back or emailing us to let us know why 200 transit passengers were not allowed to board Ethihad flight. Than I was sent email saying that NO SHOW how ridiculous.
I have incurred costs of over £4000
Hotel travel to and from Gujarat, we had been stranded for 5 months in india.
I have to purchase buisness class fares Air india as these were only seats available. Mumbai is on lockdown if we enter city 7 days quarantine
Also we have PCR Covid test expiring in 24hours
I am so upset for you attitude to families and old people left stranded at airport being set on my Indian police as they have now where to go
I expect a response by yourselves you at ATOL registered and have a duty to passengers denied boarding for unreasonable excuse not understood
You allowed passengers going to Abu Dhabi Only
So why would you blame Indian Aviation( the response from your ground staff)
It was clear that you had suspended transit flights or something you are not disclosing.

I was promised a call back, nobody has replied back or bothered to help in anyway. People were crying as they hadn't seen families and kids for 5 months.I have purchased my flight with air india as I was told next flight is 01/10/20
I will be making a claim for my expenses and compensation for your negligence and appalling behaviour .
I had such high expectation, always trusted you.

I am very disappointed and will take this up with UK Courts as my flight was purchased in UK. I wish to give you 14 days to respond to my email.

Rehana Azhar

[RQID:781019] - where is my refund ? now 77 days passed ! - WOULD SOMEONE CARE TO SOLVE THIS !

Good Morning All,

Dear Christine and Gadija,

Despite several email assurances from you both, I have no refund reflecting in my Credit Card. I just checked again this morning.

Do you understand that I am paying 24% interest on $800 which comes to AED 528 ! Who will be paying this amount ?

Kindly provide update !

Ref: 781019

8 July 2020

Dear Mr Abbasi,

Thank you for your email.

Our finance team have now completed the refund. Please allow 14 working days to receive it.

Yours sincerely,

Gadija
Guest Relations

ETIHAD AIRWAYS
Etihad Airways Centre
P.O. Box 35566, Abu Dhabi, United Arab Emirates