Etihad Airways
reviews and complaints

Greeting,

I wish to make a complaint regarding our return flight from Jeddah to Abu Dhabi the 19th of October 2019, Ref. to:
Ticket # [protected]
Ticket # [protected]
Ticket # [protected]
Ticket # [protected]
Ticket # [protected]

At the boarding gate we were informed that the seats that we had pre-paid for were not available on this flight as the was a change of plane for our...And the Etihad employees was nerves and on bad mode when he talk to us. They talked in load voice with us.
I ask Etihad to refund the amount paid to reserve the chairs, and to compensate for the inconvenience caused to us at the airport front of the passengers.

My contact :[protected]@hotmail.com
+[protected]

Thanks & Regards,

Dear Sir,
I traveled on Etihad from Abu Dhabi to Alexandria on 27 July 2019 and back on 8 August 2019.
Air Miles were added to 27 July flight but not to 8 August flight.
I wrote to Retroclaims more than once but only get this reply:

" Etihad Guest Number: [protected]
Dear Dr Abaza,
Thank you for your email.
We are looking into your retro claim request. Rest assured that your email has received our attention and we will correspond with you shortly.

E-Ticket Number: [protected]

EY0660 AUH HBE Aug-08-2019

Your patience and understanding in this regard are much appreciated.

You can visit our website www.etihadguest.com where you will find our terms and conditions on earning miles when you fly with us or one of our partners.

We look forward to welcoming you again as our guest in the future.

Kindest regards,
Angad Yadav
Etihad Guest"

It has been over 2 months now since my travel & missing miles have not been added yet.

How much patience & understanding is expected from me.
Regards,
Dr. Mohamed Nabil Abaza

Dear etihad,
I want to complain about the bad experience I had currently with etihad flynas flight to Seoul,

I had the worst experience me and my friend since we saved a lot of money this year to have this trip that I will never have again,

First, after paying my ticket I was not able to track my flight online neither on etihad website or flynas. I wasn't able to know any details about my flight or track it on any applications, it tells me I am not on the system (I had to make tons of international phone calls to make sure that I my flight was booked, didn't receive any emails or any details, why ?)
-I was not able to check online to choose our seats and we were at the worst back seat on the flight and not next to each other.
-We had to stay at the airport for three more hours at the check in, cuz they're not able to add an extra bag since they are calling flynas and they don't responded (cuz they're system is down and they tell me it's etihad flight) and etihad says it's not they're problem then this flight is managed by whom ?

I do not deserve such behavior since it's my only vacation this year, and I want the following,

-I want to be able to access my flight on etihad application and we want an extra bag for each of us.

I am currently in Seoul and coming back at 29 October, I hope this problem will be solved by then.

Looking forward,
Thank you
Shahad and Aisha
[protected]@gmail.com
Flight reference: FNBNPS

To my surprise at Chicago O'Hare airport, Etihad airways has a skeleton box where your cabin bag need to fit in before they issue a tag. It was such a humiliating experience and almost every other passenger's bag was being refused a tag because it is an inch or so longer than the skeleton box. Most of the time it is because of wheels or standing bars. To add insult to injury this rule was being applied selectively depending on your look or skin of your color the guy can be lenient or strict about it.
when my wife's bag was not allowed because it did not fit horizontally, I could not help myself and approached a white couple very humbly to inquire if their same length and even wider bag than my wife's was fit in the box, they replied with a smile that it did not fit horizontally, but if you tilt it diagonally it did. I argued this point to manager to no avail. I was very upset and could not believe how subtle discrimination was going on, and the irony is same looking people like you are discriminating against you!

I would like to say that me and my wife are using your company in a last 8 years for our trips from Brisbane to Beograd every year. I bought  tickets from Setravel agency for return trip from Brisbane to Belgrade  booking number VLLCOP. But when we arrived to Abu Dhabi I missed my next flight to Brisbane. Firsrt :I was waiting  on Abu Dhabi airpor to get through custom and security for more then one hour.Everthing was to slow. When I manage to get to the gate I sow at least 15 people in the line waiting for boarding. So I have decide to go to toilet because I had really bad pain in my stomach. So I was quick with toilet and come back straight to gate... it didn't took me more then 5 minutes to toilet and back to gate. When I got to the gate tha gate was closed. I did find my way to get into the gate and asked from stuff to let me board  on the plain. They told me that I'm to late And that my baggage are already off the plain! I told them that  they can send my language  with some other flight or whatever. But they refused keep telling me that I'm to late. But airplain was still there.. And stuff on the gate had discussion should they take off from the plain drunk passenger or not. And I told them if you have time to take him off what you can't let us on the plain. I would like to say that one guy was in the sam situation as I and he also arrived with same flight from Belgrade as I did. We did find very strange  that they already took off our baggage. So can you be so kind and explain to me how you can find baggages  in such  short time?!?. And it wasn't only one person baggage but two. I would say this is strange and very very unusual.  And I would like to suggest  that probably somebody else took our seat...maybe some etihad workers...Also I dodnt hear that they call me to came to the gate... What everybody else are doing  . LAST CALL I for passenger to get to the gate... we didn't get that last call! This is straing also.They escorted us up to custem service. The only thing that I heard from them was: it is your fault and we can't do nothing from  you. And yes after  so many hours waiting  to spik  with this person then with somebody else we got offered a drink!. So the only solution for me and that other person was to by ticket.  My new tickets  reservation number  from abu Dhabi to Brisbane is KQLCPY. 

I DO FIND THIS SITUATION UNFAIRLY AND I THINK THAT THIS IS THE WAY JUST TO TAKE MORE MONEY FOR NOTHING . 

ALSO U DO EXPECT  THAT YOUR COMPANY WILL REFUND  MY TICKET FROM ABU DAHIBE TO BRISBANE  BOOKING NUMBER:KQLCPY.

And now I'm going to explain why I know that I was unferrly  treated:

3 or 4 years ago my wife was traveling from Brisbane to Belgrade with stopping  in Melbourne. When all passenger were on plain in Melbourne the pilot announced that some passenger   have problem with custom and that they will wait. So they were sitting and waiting for one hour for that passinge  to get on the plain. And that passenger was Arabic . And I know that it is not company obligation to waith for passenger if they are hold  on custom.

So after  my experiance I can on get conclusions  that your company have one rules  for Arabic passengers  and other for non Arabic passengers.

I can provide you with  that and fly numeber time date for this situation so you can check.

Also last  year my wife was traveling with our baby from Brisbane to Beograd  with your company. On the flight from Abu Dhabi to Belgrade one woman didnt want to put her bag In bag compartment. The airplane  crew was trading  to explain to her that she have to do that because of her safety  and because of other passengers safety.  So  the crew member that speaks  Arabic also talked  with her. But she didn't want to put her bag at bag compartment. And aat the end nothing was done. She kept  her bag and jeopardize everybody else safety on that plain!... Did she get and sunctions  for that.? Of course she didn't because she is Arabic passenges  and they can do whatever  they want in your plain. I can also provide you with flight date time and number. 

 So my only conclusion is that you company is highly RACIST towards  non Arabic passengers. 

I can sure you that your company won't be our choice  not ever! And you should be ashamed how you are treating  your non Arabic passengers.

Now I understand why Etihad losing market.

Miladin Djordjevic

Hello
I have purchased an Etihad airways ticket to fly from Istanbul to Melbourne on December 9, 2019. The details are as follows:
Flight ey0096 from Istanbul to Abu Dhabi
Flight ey0460 from Abu Dhabi

Eticket receipts (same number): [protected].

I paid the full purchase of about 5000 Turkish lira into my Isbank account here. However, Etihad for reasons I don't understand Etihad only withdrew slightly more than 3000 lira, roughly two thirds of the full account. This has had the effect blocking my account so I cannot withdraw any money. I have bills to pay and I need to live so as you will understand, I need this to be resolved immediately. Would you please arrange without delay for the remaining amount to be withdrawn so my account is unblocked. My phone number here is [protected] and my email address [protected]@gmail.com

With thanks and in expectation of a speedy resolution of this
Jeremy salt

Hi. I wish to make a complaint regarding our return flight from our honeymoon from abu Dhabi to Dublin the 13th of October 2019 ref QPTOCE. At the boarding gate we were informed that the seats that we had pre paid for were not available on this flight as the was a change of plane for our return journey home. We were seated in 'normal ' seats together in row 18. We paid extra for our original seating together in row 53 together as these are in 2's only. The reason we pre booked and paid extra for these seats is that my wife suffers from fibromyalgia and needs extra room for her disability. She was in extreme pain after the flight as a result of this inconvenience. I wish and expect to get a full explanation and resolution to the matter and refund of costs from ethaid. Regards. Stephen mc Ginley

As salaam alaykum,

Today my honey moon was destroyed by your staffs complete incompetence. Let me explain how, upon arriving on the plane a man in front of my wife decided to lean his chair back as far back as possible. Seeing this I tried to explain he was making the journey difficult for my wife especially considering it was a 7 hour flight.

He simply refused therefore I told my wife to move her seat back to create more space however as there was a elderley old lady behind us. I felt it was wrong for us to put her in a difficulty due to one man's stupidity. Islam teaches us to treat the elderley well and as I have a beard and she wears the head scarf we thought this wouldn't reflect well.

We notified the staff and they said there is simply nothing they can do. Food was served therefore I asked the staff to tell the man to straighten his chair as there was limited space which made things dangerous. They made him put his seat straight, however I think this annoyed him, some time passed and he started complaining me and my wife were taking too loud and disturbing him. This is despite us taking normally throughout.

Anyway staff came and simply said there is no solution and not to talk to each other otherwise police would be called. So we stayed quiet.

Then tea was served to my wife without anyone telling the man to put his seat straight. I see this as a massive gross negligence especially considering the tea fell and lead to my wife being burnt on our journey.

I feel totally let down, we were asked if we will require medical attention on landing we said yes but were not provided any. I feel totally let down :(

Nasir hussain

I hope to hear from you soon.

Hello sir
Hope you are doing well
I was traveling on etihad on 10 of oct from mumbai to Brussels via abudhabi
I have been traveling with etihad regular basis
This is first time I had very bad experience on checkin counter
I was having overweight id approx 3-4 kg and I asked him that if you can help me and the person was so weird talking with me he said no you remove the stuffs from the baggage and he was talking to loud with me later I asked him to call the manager so he said himself is the manager. He name me yosho I don't know wether the name he gave me it's correct or not.
Later I said him I will complain abt you again he was v loud and taking roudly .later when I removed extra stuff from my bag and went to counter again there was a lady she heped me to check in my luggage and when I ask her to give me details of the person she said let's leave it. Also I asked her to call the person who was roude with me but the person never came I called him 2 times from counter and he newer face me again just he was talking with someone I took the picture of the person facing opposite side as he know he was wrong with me so he newer face me again
I have attached the picture of the person I hope it will help you to recognize.
He claim his name as yosho to me.
I hope I will get positive reply from you.

Thanks
Kunal soni

Etihad is the worst option to travel. Do notbtravel ever.

The lady on the Chicago counter ( oct10th, flight from ORD to Abu dhabi) has dropped my luggage on the belt with out any tag and it is now missing for 4 days. I warned her multiple times while I was checking in that the tag was missing but she kept on saying the bag will be delivered at destination with out any issues.

The flight service is disaster.

An old lady who is having some trouble with throat had to wait 2 hours for warm water in the flight. Herself and me has continuously asked for warm water but the attendants are so rude on the flight, they did not care.

Food is the worst !

Dear sir,
Iam very disappointed with ethihad service and especially the way the customer care agents in the philipines team handle the case. In August 8th 2019 I was supposed to board a flight from abudhabi to auckland but due to the false information given to me by the agent and their complete ignorance I couldn't board the flight. The agent had told me that i require nobtransit visa after confirming multiple times with the supervisors on phone since my flight was via austrailia and my connecting flight was in one hour to auckland she advised me not to have a transit visa. Post this I was running behind many agents on phone and spending lots of money calking the philipines team for a refund since it was them who misguided me. After several calls and escalation and negligence and emails finally after 3 weeks they agreed to make a full refund yo me of 5963 are since i dint use the return ticket and also u wasn't allowed to board the plane for onward journey. Thi is had cost me bad reputation at work since i was travelling for an important conference in auckland. Finnaly after about a month that is in 3nd of September 2019 i got a refund of 4813 where as i have a clear written email from ethihad staff Jerome that full refund is provided. Now i stared to call them again and again for the remaining refund. They still continue to ignore my calls and always escalate without any solutuon. This time i reached another superviser called steve qnd he told me that jerome dont work there any more and that they would give me a call back after investigating but still i have not recived any calls.Iam almost running behind this rfund from 2 months and iam sick of tired of the unprofessional behaviour of the etihad customer care staffs. I already have a written proof of email from etihad customer care agents about my full refund. If i dont receive my remaining refund or any solutuon to this immedietely I have no choice but to file a law suit with the email as proof in my case. Iam very shocked about the way they make us run after our own refund even through its approved and send to me in email.i need immediate solution to this case or i am even ready to approach the consumer department for such unprofessionalism and causing me lot of loss of money and reputation at work and stressing me for the remaining refund. I request a call back immedietely from ethihad.
Regrads
Angi

Dear Madam/Sir,

I had to deal with a very bad incident during my flight with your company. After realizing that we bought two tickets under the name of Siham Ibrahim Ousman Saleh and Ahmed Mostafa without in check-in baggage we bought online through your Etihad application 20 kg extra baggage on each ticket for our return flight from Abu Dhabi to Cairo. We saw the confirmation on your application dated Wednesday 9th of October 2019. kindly find the attached this screenshot of this confirmation. We also received a sms from my bank confirming that my credit card was charged by Etihad for the total amount of the extra kgs baggage that we bought. For us, things was successfully done with all these proofs. However, while we were proceeding for the check-in in our way back from Abu Dhabi airport, your team could not find any extra check-in baggage bought in the system. We showed them the two proofs we have from our mobile so they began to check with your customer services/ business center. They also could not see anything under your system. After insistent from us and your team in the airport, the customer services was trying to trace the problem and see from where it is coming. However, this process took so much time and there was a big risk to miss the flight. So your team advised us to repay extra check-in baggage for now and ask for refund for it through your complaints service. So we bought again 20 kg for one and 15 kg for the second in the airport which was definitely more expensive then the ones we paid online through because we lost the 20% reduction when we bought it early. So in addition to the time lost, the stress we had to deal with this problem, to pay twice for a problem that you have in your system we had also to run after the flight in order to avoid missing it. This is really an unfortunate that it happens with a big company like yours and it is not the first that we took your flights. It is sincerely frustrating and I hope that you can do the refund and solve this problem as soon as possible.

I look forward to hearing from you as soon as possible to resolve this problem. I may be contacted at the above email addresses: [protected]@hotmail.com and/or [protected]@nsce-inter.com and phone number: +[protected].

More information:
Flight number: EY 657
Date: Sat, 12 Oct 2019
21:55 : Abu Dhabi, United Arab Emirates
23:45 : Cairo, Egypt

Best regards,
Siham Ibrahim Ousman Saleh

I was travelling back from france to oman with my family and on my return etihad airways asked me if I could change my flight to oman air as their flight was overbooked and I agreed for it. Etihad confirmed to give euro 300 each for us (total 4 passengers)
This was in august first week. I reached muscat and called their customer care and they asked me for details to initiate the refund and send it same day. On 21 august I got a mail from etihad informing that they will process the refund. After that till today no update from etihad. I called their france & uae office, send many emails to - every time I get a feedback that they will check and revert back. But no update came
Refer attached letter signed at france airport
What should I do to get my refund

To whom it many concern,

Ref: MANEY26367

I'm writing this email with great disappointment. I waited for my luggage to be delivered at my Liverpool address on the 11th Oct, however after waiting ALL DAY, my luggage was still not delivered. I was later told that delivery was attempted at an unknown address. I told the luggage department in terminal 1, that the address they have on file is not my own, however I was told not to worry since the courier company will call me before they come to deliver. I called later in the evening of the 11th Oct, and I was told that I had given the luggage company the "incorrect" address. I explained that Its not possible since I don't even know the address they have on file. Long story short, 4 staff members said they'd call me with an update and no one did. They told me to chase up the courier company myself and arrange re-delivery, I expressed that I wouldn't be able to do that since it's not even my fault that they imputed an incorrect address. They tried to shift that blame as if I had given an incorrect address, which is NOT the case. Today (12th Oct) I'm expected to wait at home ALL DAY again, for the bag to be delivered but this is such an inconvenience! I have a long scheduled doctors appointment to attend, among other things.

The call centre have been very unprofessional dealing with my luggage and I would like to lodge a formal complaint. I understand for them it could just be a job, or another luggage but this unprofessionalism has caused great inconvenience for me and my family.

I am extremely frustrated by the way ethihad charged me 400 aed for my daughter's name being different in the ticket and the passport. I wasn't given a receipt for this and told that name has been updated. Is this the way you mentally harass a woman travelling with a kid? I was travelling along with my daughter from abudhabi to Bahrain on 9th Oct flight no EY 375 departing at 1600. I went for check in by around 1340 and I was informed that theres a difference in the name and the ticket and that I need to approach the ethihad guest check in to pay an amount equal to a new ticket amount to update the name. I was perplexed and the only thing in my mind was to reach bahrain. Since I had cash with me I paid the amount and they gave me a boarding pass. Why was I not given a receipt of the money received? If this is the mandatory procedure then why is it not a part of ethihad website from which tickets are booked?
In addition, we travelled along with my spouse from Bahrain to cochin with the same name difference in the ticket on 4th sept and on 26th September to Abu Dhabi. Why weren't we notified of the same at these times? This is unexpected of a reputed airline of such mishandling because of which the travellers are traumatised. I urge you to look into the matter and return the amount you have charged at the earliest.

I have flown Etihad from Melbourne to Europe return and on both occasions our flights have been overbooked and significant delays and we were given a credit voucher that expires in 12 months to compensate us for the overbooking, even though we had to add 7 more hours to our flight and one stopover and wait an additional 2 hours to board.

We purchased the tickets months ago and this is simply unacceptable that they did not reserve seating for us (and many others) that we have been shoved around this way to suit their booking system that priority is for them to fill there flights at the expense of passengers having to be inconvenienced as they simply don't care..

I will never fly with them again and find this not only unacceptable but shows the low priority they 0lace in their passengers.

I am complaining about service and product, I supposed to travel from Regina to Delhi, India on October 10, 2019, I have some legal work in India on 12 oct . But There is messed up on my name, I went to airport this morning than Air canada denied my entry Because of name, Air Canada told me they have different policy for name and etihad told me they have different policy, because of this Imissed my flight i contacted etihad airways I didn't get any solution it's an emergency I have to be in India on Oct 12, I request but i didn't get any solution. I request please help me out for this .

On 12th Aug, 2019, I've called the Etihad call center to cancel my mother's ticket having reservation code TEKLMG. Even though the ticket has been cancelled, refund has been not yet effected. As per the policy this should have been effected within 30 days.

Appreciate your immediate action on refunding the eligible amount.

Thanks and regards,
Nibu Varghese

On 19th September I filed a complaint:
I booked my parents flight: Booking number : HGRLAB through CheapOAir: from Mumbai to Toronto via Abu-Dhabi
1) My parents passport does not have Surname but in given names have 2 names which they use as first and middle/last name
2) While booking I used first name and last name from given name as its mandatory.
3) On August 4th I paid extra money ~1060 CAD for extra leg space for my parents
4) On 20th September while check-in I called Etihad to confirm if the names are as per passport as surname is empty. They told me to file a request via CheapoAir for name change, 6 hours before the flight. I asked them 2 times, that I paid 1060$ extra for the seat, that won't be effected if the name change happens by offloading the tickets
5) CheapoAir tried to change names (add FNU as first name and last name as given name) but Ethihad did not change it, on the other hand they changed my parents seat number and moved to it less leg space.
6) My parents are tall and old, thus I paid 1060$ CAD to get extra leg space for 18 hour journey
7) while talking to customer care for refund, they told me they cannot guarantee as the tickets were offloaded. I reminded them that later that day they told me that my seats won't be changed if I request for name change and offload the tickets
7) At the end of the day, name change did not happen, my parents got tickets without name change and less leg space and they declined to refund me for the extra money I paid for the leg space seats.

I have never had such worse experience with any customer service agent, where one customer service agent tells something else while the other completely different and declines to refund the amount. Very unsatisfied with Etihad, trying to find out more channels to file formal complain about such service and not refunding the money for the service they charged and never provided.
_________________
I for response from Etihad on 6th October:

Our ref: 738533

6 October 2019

Dear Mr Shergil,

Thank you for writing to us on behalf of your parents in regard to their recent flight to Toronto.

I am sorry to learn that they were not assigned Economy Space seats that you purchased for them. I am also concerned to hear your feedback whilst trying to amend their names.

I have reviewed their travel and I can see that they were assigned Economy Space seats.

With regard to your refund request, Economy Space seats are non-refundable and we only refund when seats are not available.

Thank you again for giving me the opportunity to address your concerns.

Yours sincerely,

Peter
Guest Relations
_________________________________________

I replied back on 6th October:

I am not at all satisfied by your response. I paid 1051$ CAD for seats 16K, 16J from Bom->AUH and then 20K, 20J from AUH->YYZ. My parents were even told by etihad representative that they will be refunded for not getting the seats we paid for (20K, 20J from AUH -> YYZ) again if we parents did not show up I agree it would be non-refundable. They did show up on time, while changing name you guys offloaded, even after confirming that my seats will not be changed.

First - you did not provide the service I paid for, second you are now saying that I wont be refunded, even after a representative from Etihad came to Mumbai airport while my parents were boarding tickets and told they will be refunded for not getting seats from AUH->YYZ. Please let me know how do I formally file a complain and now it not about just bad service, but also refusing to pay for the money I paid for service which you did not provide because of your mistake.

I have had an outstanding complaint since January. An agreement for the payment of the bag was made back in June and I submitted my bank details on 10th June. I was advised that a payment will be made to my bank account within 14-21 business days.

I chased this on 4th August by email advising you that no payment has been received in my bank account. I did not receive a response to that email so I sent a further chasing email on 17th August. I was asked to provide proof of my bank statements for 2 months to prove that I have not received a payment. Although this could be easily checked with your accounts department. I provided proof of my bank statement on 19th August and have not yet received a response even after sending 2 chasing emails which have been ignored.

It is appaling to see how customers are being treated by Eithad. Please respond to my complaint as a matter of urgency or alternatively please advise on how to take the matter further.

Thank you