Etihad Airways
reviews and complaints

I cancelled 2 first class seats on the 11/9/2019 for departure from Sydney to London on the 27/9/2019

After many many phone calls I am not getting any closer to seeing my refund from Etihad Airways.
I had to cancel flights due to the death of my mother.
I am waiting to be reimbursed $21150.00 aus.
I have provided bank details as requested on the 18/9/2019
Passport identification on the 17/10/2019

I have escalated this case to several supervisors in Belgrave & the Phillipines..
I am always promised someone will get back to me by a certain date to never hear from anyone.
I can provide reference numbers & contact names.

I would like to solve this issue & receive my refund as promised & as per your Etihad terms & conditions.
Please who can I escalate this to, airways ombudsman, aviation complaints?
Thank you!

Good day,

I am writing to express my disappointment regarding Etihad Business Class in Abu Dhabi lounge access.

I tried to pay for a lounge access as I wanted to rest before my flight to Dusseldorf, I wanted access as I was dreaded from 7-hour flight. However, the credit card machine was not working and I could not be allowed entry since I could not process payment. The reception were polite and nice, but only gave me one option, to upgrade my flight to Business which cost too much.

I hope this problem could be fixed as I love flying with Etihad and I don't want this kind of situation to happen on my next lay-over in Abu Dhabi.

Thank you very much.

Clyde Tubac
Etihad Guest no. [protected]

Hi,

We were bumped from a flight in July in exchange for a promised refund.

After many emails with various representatives we have still not received the refund.

It has been over 3 months now and am finding the whole experience very suspicious.

I have attached the refund vouchers as proof of what has been promised.

Looking forward to your reply.

Thanks

P. Brossard

i submitted my plaint 4 times before and no response.
my flight was Australia to Abudhabi transit to take Belgrad airline destination is

Vienna. connecting flight to Belgrad was cancelled. It was a caitiff situation at Abudhabi airport staff keep send me back and forth to find out what the situation will be. Unfortunately after haul flight from Sydney to Abudhabi and 3 hour at the airport I had to fly again 6 hours to Dublin (passing Belgrad) again 2hrs connection to fly to Belgrad meaning i exceeded 30 hrs to get to my destination.
I asked for food voucher at Abudhabi airport and was told i will get in inDublin and in Dublin they said no you should had it from Abudhabi. my luggage as i was told it will go direct to Belgrad which was not the case, as i was passing by the carousel in Dublin I just spotted my luggage by a coincident. After this ciaos i lost my day tour in Vienna which i already booked for.
I am seeking compensation for all of the above and the inconvenience and being on air for more than 30 hrs. and loosing my tour in Vienna
I attached all the documents in my previous emails which i haven't received any response.

Regardd
Diana

ETIHAD almost destroyed our vacation by its incompetent staff! I booked specifically for your airlines even though tickets were more expensive than alternative options. What a shame for the behavior of your staff that is described below. Never again!
Was flying from Paris to Singapore with my wife on 26th October 2019. We came to check in desk in the airport around 8AM for bags drop-off and all of a sudden we were told by the lady that we can't fly cause we need a Singapore visa.
We're citizens of Ukraine and are allowed a transit entry to Singapore for 96 hours in case we have further flight to 3rd country and have reservation of the hotel in Singapore. I kindly explained the rule, provided print outs of boarding passes from Singapore to Bali (Indonesia) that was to happen within 48 hours and a confirmation of pre-paid hotel in Singapore for 2 nights that allowed us visa-free entry to the country (fully following the immigration rule of Singapore). The lady at the check-in desk insisted that we can't be boarded cause we need a visa.
We travel a lot and I'm always well prepared and had print outs from official immigration site of Singapore stating that we're allowed to get 96 hours transit entry visa to Singapore following the above criteria. The lady didn't want even to look at the prints and also refused to check herself the rule on the official Singapore immigration web site. She also said that if it's true, we might be allowed a 96 hours transit visa to stay in the airport but not to enter the country. I tried to explain that visa is not required to stay in the airport but didn't work.
She called a manager who also in a very rude way tried to get rid of us saying that we can't go to Singapore without visa. They absolutely didn't listen to us and didn't even try to check our eligibility to enter Singapore. In the end the manager said that "we're wasting her time" and pushed us out from the counter!
That would be the end of the story and broken vacation. I was 100% sure that they're making a mistake cause I checked it many times as well as a lot of our friends visited Singapore without visa this way (cause we don't need a visa). So in the end I asked the manager to give a written confirmation that they rejected our boarding (I didn't plan to lose several thousand euros because of incompetence of the staff so was planning to claim all expenses back, of course). Only after this she just shouted on us to wait and went somewhere.
In about 20 minutes she came back and said that we will be boarded on the plain. ZERO excuses, they even didn't say sorry and just said that normally we're not allowed to enter Singapore without visa but they will make an exception for us. Can you imagine? The lady at the airport check-in can decide whether we can enter or not particular country and make exceptions…
We arrived to Singapore and guess what happened on the border control? Nothing! No questions from officers and 30 seconds to enter the country!
Dear ETIHAD, I can understand that sometimes people might miss some knowledge and I would forgive this. What I can't understand - the way the staff treated us - as if we were criminals from 3rd country. They were literally pushing us away from the counter and didn't want to talk or listen to us. In the end they didn't apologize though we spent 1 hour trying to prove that we're right and spent a lot of nerves there.
We're flying back with your airlines cause tickets are already bought. Definitely the last time me, my family and friends are using your services!

Hi,
I'm writing to log a complaint regarding the connection provided to me by Etihad on my return holiday tour from Sydney (Australia) to Lahore (Pakistan).
On my return trip I was provided a connection flight with Virgin from Melbourne to Sydney with a transit time of 2 hrs (5am landing till 7am departure). As per requirement of Australian laws the immigration was to be completed in Melbourne including collection of laguage (7 bags) and then their tree booking.
The boarding passes from Melbourne to Sydney were issued from Lahore airport with relevant gate number (12).
In this tight timeline I booked my bags again for Sydney and rushed towards the gate along with my family of 6 (including 3 kids - 2-7yo).
Once we reached at gate around 0645am we were informed that the gate has changed and the flight is now departing from gate 3 which is on the other terminal. The lady at the gate informed the other gate able the situation and told them that there are 6 passengers coming towards them. Rushing with kids and lagguage when we reached there (0653am) we were informed that the or baggage have been of loaded and we are to take the next flight.
If it wasn't enough, once we were sent back to counter to check for the next flight, I was informed that I need to pay in full for the next flight, which was over $2500 because the baggage had to be off loaded from the plane.
Additionally, I was told that I in the new flight I would be given the regular baggage allowance per ticket i.e. 23 kg instead of 30kg that was allowed in the old boarding pass. For the extra weight I need to pay additional money.
I this dire situation where on one hand my kids were crying due to prolonged air travel and tiredness, and zero empathy from the virgin airline staff, I looked for car hiring and booked my self a car due to finance issue. Another painful 10 hrs of road trip got added to our journey and I reached Sydney after paying around $533 to car hire plus fuel of $110. This long and stressful journey had left the whole family in the utmost level of tiredness and jetlag.
Staff booking the Mel to Sdny connection never mentioned to us that our boarding pass have incorrect gate number as it was issued 20 hrs ago so it should be reissued. Instead I was blamed that I relayed on hard paper document in my hand and didn't check the tv whilst rushing to catch the plane with my young kids.
Further to this I don't think I'll ever travel on Etihad. I request that at least the additional coat that I paid to rent the car should be reimbursed.
Looking towards your response.

We turned up at 09.00am for our flight 11.00am flying EYOO21 to be told it was leaving at 09.45am so we were told couldn't board it and that we should of been informed on the 20/10/19 (emma lynch) who booked it shown them her phone no email received informing of the change of time so along with
10 other passengers were booked on a flight EY0015 02.30AM 31/10/19
Then told we can stay at the premier inn facing airport given vouchers only enough for 3 people when there was 5 in the party and were only given 3 bottles of water n 2 muffins
This has caused loss of earnings
Stress
Both inconvenice for people who were picking them up at airport
Had no extra money on them for the extra day spent in and around the airport
My grandaughter saved hard for this holiday
And this has runied it all we ask is her to reinbursed the fare it cost to fly home
Tyisha morgan

SUBMISSION OF COMPLAINT
for ended up arriving at my final destination more than 4 hours late

First of all, I would like to say that me and my husband are using your company for several years and we are members of Etihad Guest. I thought that we are supposed to get better treatment than other Etihad customers, but that's obviously not our case.

I was supposed to fly back home from Nagoya, Japan, to Belgrade, Serbia, on October 24th at 21, 45 (fligh EY889) . Unfortunatelly, that flight was cancelled but staff at the airport was informing us that the flight will be only delayed for some time. We were standing and waiting in line untill half hour past midnight, when airport staff told us that flight will be canceled and delayed for 24 hours. I went to hotel but I was forced to live it before 10AM. Next 12 hours I have had to spend at the Nagoya Airport, and no money for food or drinks were offered, so I had to spend my own money. We got vouchers for food/drink just 10 min before flight! Obviously I couldn't spend the voucher for that purpose. That's not the proper way to handle passengers, espetialy Etihad Guest memebers.

Flight EY889 left Nagoya on October 25th on time but we arrived at Abu Dhabi with a big delay (1 hour).
I missed my connected flight EY071 (Abu Dhabi to Belgrade) because we've landed in Abu Dhabi 20 min before the connected flight.  We were forced to run all over the Airport. Airport staff pointed us to hurry and even directed us in a wrong way. Nobody have told us that the gate for our next flight is closed and that we are going to miss that flight anyway! I got tickets from Abu Dhabi to Athens, and than Athens to Belgrade.

Finally, I've landed at Belgrade Airport on October 26th, at 16, 25, WITH A DELAY OF MORE THAN 4 HOURS! And at a top of all, my lugage was lost! I've got it another day, on october 27th.

Mrs Milena Milisavljevic
E: milence.[protected]@gmail.com
M: 00 [protected]
Etihad Guest number: [protected]

We were supposed to board the plane today but due to some technical issues the flight got delayed. i bought my business class ticket for comfort but the hold us in the bust for more then 30 mins without any reason.
the bus driver was driving carelessly and we all fell down 3 times.
This is totally unacceptable.
Such a well reputed company but some of the staff are just bunch of fools.
This matter needs to taken care very well.
Hope to hear from you soon.
Regards,
Sharif Ur Rahman,
[protected]

Hello,

I am a frequent flyer and Abu Dhabi Government Employeer(LWD Engineer). I did online check in and selected seat#11C but unfortunately when I arrived on airport the check in counter guy give me boarding pass with seat #37 C. He said this is what I see in the system and can't do anything.

Kindly let me why this happened? It's not good and I am not happy at all. I need justification for the above issue. I may not fly with Etihad air in future because of the above inconvenience caused by Etihad Air.

Thanks

I travelled in the ey274 flight on 28-10-2019 to hyderabad along with my family. My wife after scanning the boarding pass she started going towards washroom as she felt urgent which beside the scanning area. Person scanning the boarding pass instead saying in an polite way he behaved rudely and when I told I will complaint against this he started saying airline is not running because of single customer. I questioned is this way you behave with passengers.
Such a shame that they behave rude with female passengers.

Hope you will train your employees how to treat passengers.

My phone +[protected]
Email: Ameer.[protected]@gmail.com

Booking reference CBDIBH
Requesting a refund for re-booking.

After continuous calls to Etihad requesting assistance due to the situation in Beirut Lebanon went on deaf ears.

Etihad continued in insisting, I call the travel agent issuing office. Which I finally did reach due to the weekend.

I was up for a change in fees of $1190, which I believe Etihad should of waived to due the emergency request.

It has come to my attention that Etihad has issued some sort of assistance to those who have or will be travelling from 20/10/2019 to 31/20/2019.

This is unbelievable as I was affected on the 18/10/2019.

Me and my large and extended family will in future take pre-caution when travelling. As Etihad has shown no consideration  in assisting its passengers in any way possible in an emergency situation
Bessil Awad ‭[protected]‬

When to check in for my flight Abu Dahbi to Sydney EY 454 on Sunday 6th of October three hours before flight and you had overbooked you gave me a stupid 300 usd voucher that is of no use what so ever. I lost one day holiday. missed a jetstar transfer to Melborne. why gave a voucher to compensate when I have no use for it. worst airline ever. coundn't even use it to upgrade my flights. thanks for nothing. :(

martin.[protected]@live.co.uk
Booking Ref LMT JSA

My name is Anupam Jot Singh

I have booked ticket for me from Manchester to Mumbai and return.
Booking reference is LSUJFW.

I contacted Etihad Call Center today to enquirer about the something and came to know my name is not in the correct format. It should be FNU ANUPAM JOT SINGH which is currently ANUPAM JOT SINGH LNU

They told me that ETIHAD has changed their policy.
I have traveled with ETIHAD in past with last name as LNU and with other airlines also.
I never faced any issue in traveling.

But now Etihad representative is asking to get it changed and there is charge of USD 100.
This is small change and that is also because of Etihad's policy change.
Why I need to pay USD 100.

KINDLY LOOK INTO THE MATTER AND UPDATE ME OF YOUR ACTIONS.
MY FLIGHT IS ON 25th AND HOPING TO GET REPONSE BY THEN.

PHONE - +[protected]

Respected management
I did not have ever such bad experience which is facing today With booking reference MBSDIK Connecting flight AUH EY 234-22oct to Dmm EY 323-23oct not getting seat even after confirmation of ticket. Also after reschedule to next available flight not getting any accommodation even staying on Abu daibi Airport since 11pm to next boarding 8:15am.I am a company employee and I will be consider no show due to failure of airline and I will loose my one day salary.
Best regards
Khurram shahzad
[protected]@yahoo.com

Hello,
I had a flight on the 18th of October 2019 from Beirut to Mumbai via Abu Dhabi. Unfortunately, because of the protests and the closed road full of tires on fire I couldn't make it on time to the airport.
Flight number: [protected]
I lost my flight without being aware from anyone of the team about the situation and what should i have done in this kind of situation. I couldn't make it on time since i was coming from very far and all the roads were on fire and closed. I don't understand why in a situation of « revolution » or « war » like the one we were living in right now they made me pay a full other ticket that was much more expensive than the one I had purchased first!
It is unacceptable ! It is not the fault of the traveler to put his/her life in danger just to fly! Plus other airlines have done the necessary job to remove the fees and change or cancel tickets. I don't know why etihad didn't! I am asking for a full refund please on my ticket purchased for the 21st of October!
Hope to hear from you very soon
Thank you
Sarah Joe Geara

Dear sirs, I recently grew from Manchester to Abu Dhabi, Abu Dhabi to Sydney .
My complaints I pre booked all my seats and selected the seats I wanted to and paid extra to sit in.
These seats for all flights except tge return leg home from Sydney to Melbourne for all flights I selected front row seats to have extra leg room as I have a chronic back problem and window seats.
On the flight from Manchester to Abu Dhabi.
I was back row not the from row so I didn't have the extra leg room with the seat I selected.
I also had a abig gap between the window and my seat so I couldn't rest against it to get sleep.
On the flight to Abu Dhabi to Sydney I was on the 2 nd row back so I didn't get the seat I selected again.
For some reason also when I selected all my seats on the map of the plane, it shown a space on what would of been the middle seat.
These are the reason I selected these seats and I bever got them either or in fact that wasn't even on the plane.
I did try to also upgrade my seat at the airport on the offer they had and they said I couldn't due to the particular seats I had selected I couldn't as I didn't have a t ticket or something like that.
I tried to raise these issues on the plane but I kept being told there is nothing we can do and the plane is already over booked.
Can I also add the flight to Sydney I was 1hr abs a half before the staff even got round to get me a drink.
So as you can imagine I was extremely frustrated in my flight and uncomfortable.
Could you place look into this and check my seats o my return journey please.
My name is Steven moss Booking ZWNIRS.
Kind regards
Steven moss

Hello,

On 20th October 19 we have landed in India after using Etihad flight EY218 from Abu Dhabi to India. After collecting our baby stroller, from bagadge belt, we have soon realized that it was covered in black powder, wet and totally unfit to be used anymore. We found ourselves in a very difficult situation as we were coming after an overall 12h flight at 3am in the morning, carrying a lot of baggages and not able to use the baby stroller anymore. This never happened before for any other airline.

Kind regards,
Mihai Tanase

We have been trying for several days now to enter our personal details, passport number, date of birth etc. on the 'Manage my Booking' site on the Etihad website and each time we do they are refused with a spurious message that says something about our details, each of which are correct, and then a number in brackets (514). We have tried several different computers and laptops/web browsers and all return the same error.

There is no where to report such an error and I cannot believe that a company of this site and quality is having this issue as it must be affecting 1000's of people who are trying to update this required information.

Has anyone else had this issue and more importantly do you have a solution if you have had the problem.

Hi,

I would like to say firstly I've flown with etihad many times before - and never had an issue with my food requirements.

When I booked my flights I ticked the boxes to make sure I had lactose free meals, as I am highly lactose intolerant. My first flight to the uk I wasn't aware I hadn't been given it until I looked at the ingredients. I told your staff and said I cannot eat this I'll be very sick if so. I got no replacement meal and shrugged off. Meaning I was very sick when I landed in the UK for four days, I was being sick and had a very bad stomach. My second flight back to Melbourne the same happened, but this time of course I didn't eat it as I realised I was given the wrong meals. Again I told your staff they shrugged it off and I had no food for 24hrs! I am extremely upset and disappointed in this, and would expect some kind of compensation to make up for it!
Also my last leg from Abu Dhabi to Melbourne- I ore booked my seats, and was under the impression looking at the seating plan given and the explanation coming up I was in the emergency zone for the extra leg room, I arrived to the plane to find I was in a small cramped seat behind, because your seating plan was in correct. I'm extremely upset by this. Especially as I'm always loyal to etihad, and I fly home each year to the UK with you guys.

I look forward to hearing from you, and having this matter resolved.

Many thanks

Malika kingwell