Etihad Airways
reviews and complaints

Disappointedly i am writing that i had purchased two return tickets for me and my wife to travel from Abu Dhabi to Islamabad in September 2017 which due to unfortunate reasons we were unable to travel for which I notified to customer support well in advance and they assisted me with as leaving them as open ticket until August 2018 and informed me application of a service charge for modification once I decided to travel which I accepted.

Now, unfortunately I lost my job and need to depart from UAE and not in need of two way ticket anymore, therefore I contact customer support and requested them to convert these tickets into one way which they did, But how here us the tricky part,
Cost of modified one sided ticket 1550 +220 = 1770
My call was responded by a lady and i explained the situation to her after a long while she charged me extra 220 did and send me the tickets via email, which I opened a found that only one ticket was sent to me and miss the ticket for my Wife. I thought may be attachment is missed so I contact customer support once again, and i was informed that it done for my ticket only and now if I want to modify the ticket for my Wife service charge will be applied again and the cost of service charge will be 290 dhs this time.
The cost of 2nd ticket 1550+290=1840
Total Cost of original tickets = 1550 × 2 = 3100
Total Cost of modified one way tickets = 3610 without any upgrades
Can somebody tell me how this could be justified ?

Hi,
I am a regular customer of etihad as i am traveling with etihad airways only.

I am very disappointed by what happened recently.

I booked a flight etihad from abu dhabi to Lyon which included train from paris to lyon (21 february to 10 march).

I couldnt manage to take the train on saturday morning before the flight and my ticket was cancelled to my great surprise. I was not informed about this but informed at the airport that i was not on the flight.

I called the call center and had to pay a "penalty: of AED 629 euros to be reinstated in the flight.

I am very disappointed notwithstanding the fact that you are not entitled to proceed that way.

I request immediate reimbursement of this amount.

Looking forward to hearing from you

I flew with Etihad along my family from Melbourne, Australia to Peshawar, Pakistan via Abu Dhabi on 12/03/2018. I gave 5 carton in luggage at Melbourne Airport, however we reached to Peshawar Pakistan after long haul flight, so waiting in Peshawar, Pakistan airport after long time wait they announced many of luggage are left at Abu Dhabi airport. We put all our necessary clothes in luggage bags which missed. Now I spent couple of thousand rupees to buy more clothes for kids and family. With this flight I am very disappointed. Please Etihad customer service help me and sort out my issue.

Hi, I have submitted all the information through email, almost 10 days ago, as I had travelled in Etihad airways on Mar 1st, from Bangalore to Chicago via Abu Dhabi. I have got mishandled baggage, my Samsung galaxy tab was broken, and my specific cooking oil got spilt - clothes and suit case were damaged with oil! I have asked them to put fragile tag while checking the luggage in, but no one had done this! I am awaiting a reply from a that time after attaching all the required documents. I now have the return flights on 15th. Not sure how this case is being handled, waiting for so long.

My Booking reference is PL9FR2.

I am really disappointed by the customer service & how the company handle complaints. The story that I have booked a flight to Sydney, rang the customer service centre to enquire about the luggage & was told that luggage allowance is 2pc x 23kg each. I requested a confirmation & she told me "sir, the call is recorded & i confirm that luggage is 2 x 23kg". Went to the airport & was surprised that i had to pay around $1, 000 for extra bag, as the clerk on the counter said that the allowance is only 1 x30kg. Rang the customer service center & give them the initial call details; date, time, clerk name.. etc. then they heared the recorded call & the supervisor rang to confirm that their clerk did a mistake by passing the wrong information. Then she promised that she will see what she can do and will come back to me. Nothing happened for 3 weeks, so i had to ring them numerous times & every time i had to explain the whole story again.
Regretfully saying that this is the 2nd time, as last year the same story happened which the clerk passed on wrong information & i had to pay at the airport, but unfortunately i didn't record the call details. So this time i recorded the call details as a reference, but nothing happened.
I used to always travel with #Etihad_airways but not sure what happened to their management level.
I won't recommend this airline as they don't seem to be professional, neither in passing on the information nor in complaints management.

Hi,
We have some package being sent to Iran from the US. They have departed from Chicago btw one month and two months ago but there is no update on them.
The packages being sent to Iran are going to a transit airport in Abu Dhabi United Arab Emirates and the time and the hour that the packages were departed from Chicago is exactly the time of an Etihad flight from Chicago to Abu Dhabi.
However, the packages are not arrival scanned in Abu Dhabi airport and delayed for more than two months.
I called Iran's post, they checked the packages status and said that they are in Abu Dhabi.

Here the details of some of our packages:

Dispatch Identifier:
USORDA IRTHRA A CN 7 0224
Track Numbers:
CJ541444719US
CJ541444753US

Dispatch Identifier:
USORDA IRTHRA A CN 7 0237
Track Numbers:
CJ542909056US

Dispatch Identifier:
USORDA IRTHRA A CN 7 0241
Track Numbers:
CJ543080146US
CJ543080129US

I want ro receive them.
We have sent email and called to Etihad airlines and they told us:

"Dear Sayyed,
We got the confirmation from the mail handling team that all the mail bags are in Abu Dhabi. Since we stopped service to Tehran, our team is working on finding a way for the bags to be forwarded to you as soon as possible. We will keep you updated.

Jelena Milic
Customer Service Agent"
Feb 25, 2018, 9:05 AM

After that we haven't any notice from or packages.

Thanks,

My name Mr ajaz Saleem flight from Manchester airport to abudabi but late 1 hours then abudabi to islambad late again 2.30 hours flight no (EY16) Manchester but abudabi to Islamabad (EY231) late what going on I want my money back ticket they charged me 1 kilogram £50.50 what's going on my number uk [protected] Bradford 3 within s close bd59ef thanks

Dear Team,

It is with a lot of regret that I would like to bring to your notice an issue that I have been facing since a very long time and have been struggling with. I have not received a refund of a ticket that I cancelled many months back. I have been following up endlessly to get a status and every other time I have received different updates for the same. Each time I call, I receive a new reference number and no clarity on the refund processed.

Very disappointing. Will never book Etihad again!

Hi Team

I am writing this note to express my high dissatisfaction and extremely poor experience with the services of Etihad Airways.
I and my family flew from Manchester (UK) to Thiruvananthapuram (India) via Abu Dhabi on the 07 Feb 2018.
I reached Manchester Airport and was able to get into the queue for Check-in at 05:15 Am for the flight scheduled for 08:10 Am.

It took more than an hour to reach the check-in counter as there was a big queue in front of me. The officer at the counter told me that the baggage policy has changed

and as a result the dimension for the cabin baggage has also changed. They have asked me to drop the cabin luggages into the instrument to measure the dimension.

Unfortunaley two of the cabin luggages doesn't fit well into the instrument and they told it can't be taken as cabin luggages. In order to take it as check-in

luggage, she asked me to pay 250 GBP. I was shocked as I have used the same bags as cabin luggage in multiple flights earlier, including a travel earlier on Etihad

Airways. It was standard cabin luggage size, however she refused to take those as cabin luggages. Finally I accepted to pay it, but wanted to do some rearranging of

the stuff inside and asked for a few minutes. However they said I will need to check-in within 10 minutes otherwise the counter will be closed. I was really threatened

by one of the Etihad staff as well.

I left the counter and rearranged some stuff and within 10 minutes I approached the counter again. This time it as different counter and a different officer.
She weighed the bags and this time told I will need to pay 569 GBP. I was literally shocked this time and told the counter I went earlier has asked only 250 GBP and

now how it changed to 569 GBP. She told she doesn't know about how the other officer calculated it. She is not even showing patience to listen what I am trying to

explain. I asked her if I can go the previous counter, and the answer was 'no'and told they are closing the check-in counter. Icould see there were other passengers

also who was also debating with the staff for the same reason. I was threated again that I will need to check-in immediately otherwise I and family will not be able to

board the flight. Finally I paid 569 GBP and did the check-in. They asked me that I will need to run to do the security check-in as the boarding has already started.

The time was around 7 Am. I literally ran and did all the security check and reached the boarding gate. However the boarding was not even started. I waited there for

another 35 minutes before they called for boarding. I, my wife and my daughter was totally tired, both mentally and physically.

From the heart I can say, it was the most unpleasant flight journey I have had in my life so far.

I have travelled with Etihad Airways in the past as well, but never had any such experience. I would like to know is this the way Etihad is treating its customers.
I am eager to know what action Etihad would take in this issue, including refund of any amount which I have lost due to the unfair treat from its officers.

I have provided the flight and ticket numbers below for your reference. I can provide more evidence, viz copies of ticket and the additional charges paid, if you wish.
EY16 - Manchester to Abu Dhabi
EY272 - Abu Dhabi to Thiruvananthapuram

E-Tickets : [protected],
[protected],
[protected]
Regards,
Don (+91-[protected])

We had a delayed flight from Manila (Flight 423) last Monday February 25 and it took us 40 hours of delays and lay over and so exhausted and my husband got sick when we arrived Charlotte. I was so proud to tell my friends and my husband that Etihad is one of the best airline since I had an experienced with the airline before and to both our dismayed it was the most tiring and exhausting experienced ever of all my travels. The staff who re routed us gave us the wrong information about the lay over time in Abu Dhabi and it took us 6 hours of waiting in Washington going to Charlotte when she could have put us in an earlier flight. The food has no option, we are not vegetarian and we were seated in the window and middle seat even if we paid extra for our seat selection.

This experienced has been very displeasing and disappointing and we will not take another flight from this airline again.

James Giles/ Alma Soberano
February 25 and 26, 2018

Etihad airlines

I wish to express my disappointment in the way my situation was handled regarding flight EY 211 on 18 February 2018.
On Sunday 18 February when I boarded the plane, I notified the flight manager that I was vomiting. After a quick medical assessment and some tablets intended to stabilise my condition, I was told I would not be taking the flight. This was despite my willingness and eagerness to fly. The flight manager denying my passage, assured me, "Don't worry, Etihad will take care of everything."
I took this to mean that the airline had my well-being in their interests and that "Etihad would take care of everything." This was not to be.
I was subsequently escorted off the plane in a wheelchair. Airport staff later took me to a doctor, baggage reclaim, and the airport clinic where I was put on a drip for 90 minutes. I was weak and exhausted.
When I was dismissed from the clinic, there was nobody to assist me.
It was up to me to find a hotel, arrange a car, and book a new ticket for the next possible flight back to Johannesburg.
I was utterly dismayed as the statement, "Etihad will take care of everything" lead me to believe that the airline would assist me to find and bear the cost of a hotel and reissue a ticket for the next available flight at no cost to me.
None of this happened.
I was extremely frail due to my condition and was in need of all the assistance I could get. There was however none offered other than that of the airport staff, which was itself limited. And in fact, Etihad took care of nothing at all.
I therefore appeal to the airline to make could on the promise made by the flight manager on ET211 and at the very least deem it reasonable to cover the cost of the ticket in light of the above poorly handled situation which has left me reluctant to use Etihad in the future.
Thank you

Iza Goldwasser

Dear complaining authority,
With due respect, I'm a regular passenger of etihad air. Last February 22, I flight from IAD to Dhaka. The lady who issued my boarding pass that was wrong so I missed my connecting flight from Colombo to Dhaka. I didn't get any help from etihad and the partner airline srilanka airline. Besides this, they showing the brutal attitude and fell me a deep bad situation. I've an appointing meeting which was postponed due to my absence. I'm told them issue me a connecting flight but they didn't do that. I lost my wallet and phone to the airport which belongs lot of important documents, card and contact details. With the help of a passenger, that contact with family and they arranged a ticket from Colombo to Mumbai, and Mumbai to Dhaka at Jet airway flight. That cost extra $ 427 dollar.
On the other hand, etihad Abudhabi office wrongly charged two three time from my credit card $ 360. The duty officer of the February 23, he showed his badly manner with me. Along with, before living the Abudhabi, I went to the help desk to confirm my boarding pass but they didn't tell me about the wrong flight.
According to all of this situation, I'm complaining about my extra charge, new ticket cost and my phone and wallet which I lost from the Colombo airport all cost is near about $5000. Beside this the hassle I faced physically and mentally last four days which is unplayable. So I hope, you'll take it a major issue and compensate my amount as early as possible.
I'm attaching all the documents that I have.
Thanks,
Al Masud Or Rashid

Flight E217 to Abudhabi from Bangalore Airport.
Supervisor, gentlemen with beard on duty Wearing Etihad uniform Mr. Tan-veer, he needs to be trained to handle passengers politely than showing his power on passenger. This is serious matter he seems to be local tough of Bangalore. Unprofessional, under qualified for the job. I request the authorities to take apporpriate action and send to Angry Management course and Customer Service classes.

I have a complain regarding extra charges i had to pay from my last fligh from Manchester to Abu dhabi. I never had this kind of experiance with anyother airline.

I had to pay £112 pound extra only because that man on check in point didnt let me reduce 2kg of weight which was extra. He said either you have to travel without this bag or pay extra but you can not reduce weight. What kind of nonsence is this?

Why i had to pay extra when i could have reduce the weight. all weight machine are not same and its normal sometime weight can be different. He had no right to charge me extra or reject my bag when i could have reduce the weight. When i asked him to show me his card then he start hiding his identity card and he put his card into shirt and then i asked him his name and he said i can't disclose my name for data protection reason (I think all Eithad staff must show the card for their identity).

I am not happy at all and i am not gonna sit back until i gonna tell this to everyone even to put in news. I believe this guy wrongly charged me extra money and i will spread this everywhere until you guys not gonna take action againt him and refund my money back.

I purchased extra legroom for my father. The payment went through but I didn't receive an email confirming this. I checked online again and the old seat showed up with no extra legroom seat allocated. I went to the airport and spoke to staff at ticketing and they checked their system and could find no record of the seat booking. I was told to email etihad with a copy of the credit card receipt which I did. I have received emails stating no refunds are allowed despite my stating I was never allocated the seat I purchased. The customer service representative refused to deal any further with my complaint after several emails where I tries to make her understand the problem and think outside the box. She closed the case! I went online via fb with etihad and was told they would reopen the case... It has not been reopened and I am still being referred to the previous nonsensical emails. Please help

I have booked My flight on Eithad Airways Flight 232 travelling from Abe Dhabi to Islamabad Pakistan on 13-Feb-2018 and when i reached at airport i came to know that there was no seat available for me. I booked my flight on 10th Feb 2018. This is really frustrating for me because i have made my plans for vacation and because of Eithad Airways i am suffering. i have very important appointment on 14th Feb 2018 related to my business setup.
you my my trip totally piece of crap.

I am a frequent traveler of Etihad and also a gold member I would like to inform you about the service at Mumbai ground staff Mr Salim Sheikh ! He was asking me 100s questions about my luggage at start ? I had an total of 37.8 kgs without any hand carry . I asked him at first how much am I allowed ?
He replied that I am excess n will be deducted from my miles but he was not sure of what was allowed for a Gold member also he gave me a seat which was 16K ! We're I was suppose to be alone as what he said All of a sudden there was a Gentleman who was too loud tho ? But it's really Sad to travel this way ! I hope and wish my next Travel by Etihad to Philippines on the 10th if Feb will not be same

Flew in with Etihad from BKK-FRA in January with a stopover in AUH. Soon as we got one of our two suitcases from the carousel in FRA, we noticed that it had been damaged (cracked). Took photos and immediately reported it to the Etihad desk. After a few days, someone from Dolfi got in touch with us and asked us to send our flight details. After another week, we received an email from Dolfi1920 offering to replace our Samsonite suitcase with something that's smaller and an unknown brand. I don't think anyone in their right mind would find this offer satisfactory.
Received an email from Dolfi again after telling them that the original offer is not satisfactory. Orig. offer was a D&N suitcase (cost around 70euros) which is smaller than our original Samsonite. It was also said that since we bought ours in 2009, the worth has drastically gone down to 0Euros. Yes, we bought it in 2009, but the condition of the suitcase should also be taken into consideration. We've only used it 5 times since then (2009, 2010, 2011, 2012 and recently when it got damaged), therefore, it is still in great condition apart from the scratches. That suitcase of ours would've lasted for several more long-haul flights. The latest email gives us an option to choose from their branded suitcase options, however, we would have to add some more Euros to cover the cost. Either way we choose, we are still going to end up losing unless Etihad offers to replace our suitcase with a like-for-like replacement. For a suitcase used only 5 times since 2009, Etihad's evaluation on what the current valuation of it is pretty unfair.

I must say that this is quite disappointing and not at all the kind of customer service we were expecting from an airline such as Etihad. A better solution or offer should be put on the table.

PIR FRAEY15185

Over the last year and a half despite having updated all my Etihad miles immediately after fyling or within 6 months via rhetro claims I noticed recently that none of them were actually updated on the system.
When I called they told me to email guest gold.
When i did that they have said there is nothing they can do because of the time frame. However I did claim the miles on time it was their system that failed to UPDATE.
It has been over two weeks since my last email and still no one has responded.

Dear Sir

Today was one of my worst experience again with Etihad, when I traveled from Riyadh to Abu Dhabi on flight # EY 318 when they upgraded me to business class in the counter and when i sit on my chair and the flight became full of all passengers, they came to me in front of All and said that it was upgrading by mistake ! Leave to economy ! ( while all other passengers were watching and some laughs )

I don't know what type of professionalism is this, no respect even as human, nor for loyal customers who travel weekly on your airline !

Last month I discovered that they downgraded me from Gold member to Silver and when i complain and show them that I traveled a lot to Uk, USA, South Africa & Other distant countries, in the last year with my wife by Etihad so they upgraded her to platinum but not me too although same trips !, the answer was it was by mistake that all your miles not added, and 6 months passed so we cannot help you !

I am really disappointed and maltreated by you

Dr. Ahmed Al Eid
Director of National Committees for Diseases Screening and Control in Saudi Arabia

Etihad Guest
[protected]

+[protected]