Etihad Airways
Reviews and Complaints

My kids and I booked our flight to Jacksonville Florida with Etihad Airlines. We made sure the whole trip is booked through Etihad (WE paid 20% more expecting the best service). Our booking reference was TSIPSY. Unfortunately, my two elder children 1 week before returning to Abu Dhabi got sick with COVID 19. I called ETIHAD AIRLINES in the United States and gave them my booking details and asked if my children can travel as unaccompanied minors (just to make sure if I could travel before them) so Etihad could provide adult supervision. I was told that my 11 years old daughter ticket's should be upgraded to adult ticket and the service will be provided for free, but the changes have to be made through the travel agency. As soon as I reached Abu Dhabi, I paid 800 Dirhams to upgrade my daughter's ticket to adult through the travel agent and went to the airport to speak with any Etihad agent to apply for unaccompanied minor service. They told me I have to call the call center to get all the information. I called the call center yesterday night around 10:30-11pm, and gave him all the details, and he told me that Etihad is responsible to assist my 2 children on the whole flight from Jacksonville to Abu Dhabi (booking reference FGGAVH) passenger names Ryan and Lea Halawy, especially we spoke with American Airlines and they told us because the ticket is bought from Etihad direct, they do not provide adult supervision on their flight.
I was told by your call center agent that I will have an answer with all the details in 4 hours. I call again today after almost 12 hours and I was told that because it is a multiple flights trip and with another airline, Etihad do not provide UNACCOMPANIED MINOR CHILD SERVICE.
This is beyond outrageous! I made the decision to leave without my kids because I was afraid to get infected with Corona and before I left I called your airlines in the US and I was given information that you give such service for minors traveling alone. I bought an adult ticket for my daughter when I reached AD so she could get this service for free, and one of your agent in the call center assured me that you provide the service on the whole flight.
The kids had to stay in the US because they got COVID! This is a medical emergency and that is why we had to do the changes.
I ask you please to solve the issue for us, as my 2 kids are minors and it is not safe for them to travel alone. Your call center said they will get back to me in 24 hours.

Hi, I was given numbers of Etihad staff to contact in my country, Kenya... When I called, the lady picked up and asked who is this, which is an unprofessional way of answering a work phone/mobile. I informed her that I was given the number to contact in case of anything to ask info regards travelling. She bluntly told me this is a wrong number, even after me telling her I don't think so. Later she called and asked me again, I told her I thought u said it's a wrong number, to which she said I thought otherwise. Told her it was unproffesion of her. Kindly let them be trained on phone etiquette. Very disappointed with the supervisor... The other lady as well sounded not interested. Numbers are included +[protected] and the other lady her name is mercy (airport manager) mobile +[protected]. They need training on how to answer phone calls. Does not matter who is calling them.

I have initiated a refund request on a flight from Kochi to Toronto via Abhu dhabi on 29th July which my i booked for my wife and still have not received the refund. Booking details are as below:

Name : PARVATHY VYSAKH
Ticket No : [protected]

We have rescheduled it multiple times and decided to cancel the refund due to continuous cancellations in flight.

Please do give us an update and do the refunds at the earliest. Customer care for etihad is unavailable. No replies via twitter. Kindly give us the refund asap.

Please advice, exchange my tickets 2020 to 2021 Auguest
PNR:JNVOEH
AUH-TRV
25 nov, 2020
Contact:[protected]

I am sreemol Prakash.My etihad Airways travel reference number is TZCRQS(travel date was October 7, 2020).Due to the Covid pandemic, flight has been cancelled, We had to book an another flight to fly from India to canada.We haven't used our ticket.Etihad suggested me about travel bank.Called customer care on 21 October 2020 to request to credit my balance (more than 3000CAD) to travel bank.They said, its all deposited into my account.It is going to expire in 2 years.I can use this amount for families, friends etc.On 10th August 2021, i contacted Etihad customer service to book new ticket for my mom and friends.They said there is no account balance in my travel bank.It is zero.Are you playing with customers money?I requested to file a complaint .I have been experiencing worst customer care experiences from etihad.I thought that you are one of the reputed flight companies in the world.But, it is the worst flight company.You are stealing money from customers.Flight had been cancelled because Of pandemic, not our fault.We are suffering from this.If I haven't get reply from you in 24-48 hrs, I am going to file a complaint in court.

I booked a flight from Bangalore to London for September 17th.
I was being told by one of the customer representative that for students there shall be a total 50kgs allowance for check in baggage and this shall reflect once the ticket has been confirmed on the mail.
Now, in the mail it shows only 40kgs.
The promocode was successfully applied as per the advice of the representative who mentioned that only if the promocode is applied, we shall get the 50kgs allowance.
Now, after I spoke to the team on instagram, they mentioned for this route only 40kgs allowance is given.
This is absolutely misleading and we need an immediate update on this matter.
Attaching the screenshots of my tickets confirmation and the chat with the social media team.
Highly, disappointed with the service of Etihad as I am not even able to reach out to a person on the customer care number and call gets on hold for hours to together.
I shall be raising a CRM complaint against Etihad if this is not resolved.

I have booked a ticket for my daughter I[censored]A MALLIK VIDE PNR ZOJUMG from India to Toronto YYZ for 19th April 2021. I booked the ticket through Etihad customer care and paid through bank transfer. Unfortunately the flight got cancelled for travel ban and I initiated a refund on 11th April 2021. On July 11, 2021 I got to know from your customer care that You have mistaken the Account holders name as I[censored]A MALLIK instead of CHANDRIMA MALLIK. I was told that you have rectified the name and refund initiated again on 11th July and I have to wait at least another 30 days for refund. Today is 11th August and till date neither I have received the money nor any communication from your end. Four months already passed and I am not getting the refund but within these four months I have purchased another 3 tickets from other airlines and due to travel ban they have got cancelled and I got my money back from all airlines except Etihad.

I booked my return flight through lastminute.com. au to travel from Milan to Sydney in May last year. When COVID-19 hit Italy there was a lot of uncertainty around travel restrictions/flight cancellations etc and we were under restrictions here in Italy. Australia was also imposing border restriction and quarantine. I cancelled my flight when Etihad waived their cancellation penalties. I was given a flight credit but it lasted less than 12 months. Every time I contacted lastminute.com. au, I was given different dates for rebooking and to travel by. The last email I received from them in July last year, they promised to keep me informed via email as to the credit validity - dates to rebook and travel, but it was not the case. I noticed the credit expired and contacted last-minute.con. au and they said Etihad had not extended the flight credit. The credit expired on 3rd of February 2021 and I was told I needed to contact the airline direct. The phone number I was given charges $50 per call and I was not able to get through and explain my grievance. It has been very difficult to speak to anyone as the call centers are taking over 45 minutes to answer calls. Given ongoing COVID -19 health crises around the world, and the strict border restrictions by the Australian government, it was not feasible for me to rebook my flight prior to February. I have lost my option to travel at a future date since I no longer have the flight credit. I would have expected Etihad airlines to be more flexible with the validity of their flight credits during these challenging times. COVID-19 has caused governments to impose restrictions with very little notice and it has made it very difficult to travel and plan ahead. I'm seeking an extension of my flight credit, I'm waiting for border restrictions to be lifted and then I can resume my travel plans to see my family in Australia.

Ticket Reference -[protected], 48, 49
since 26th May 2020 I am following for a refund of my family ticket. Etihad ask me to wait for 12 months i.e. 26th May 2021 for refund. since 26th May 2021 I am following with Etihad airways for the refund and made more than 15 times call with call center for follow up and till now payment is not received .on my each call the agent is asking different queries. surprisingly still it is going on. Unsure why such big organization is doing with a customer for refund a ticket.

I am Yash Kalia an Indian national with a resident permit of The Netherlands. My booking reference number is CMFGXO and I booked a return flight from Schiphol, Amsterdam to New Delhi with travel dates of 11.07.21 and 11.08.2.On 3rd August I received an email that the flight EY211 from New Delhi to Abu Dhabi has been cancelled. I called the customer care and with great difficulty my call was connected and I was informed that flights will resume after 7th August. The flight has resumed but I have not received any confirmation. I have tried many times to call customer care in India and Netherlands to no avail. Request you to confirm my ticket to Abu as I have a transit flight operated by Etihad EY 77 Abu Dhabi to Amsterdam to board.

Hi,
i had done check in at bahrain flight ey 378 bah -abu dhabi - doha by ey 395.
Ey 378 flight was delayed by over an hour at bahrain but my baggage on not put on flight this flight and i was allowed to board the flight.
I reached doha on 05-08-2021 8:00 pm but my baggage was not found.
My baggage tag is 7607 ey751261.
Pir was made at doha, (dohey 16361) after tracing the baggage tag, it was lying at bahrain airport.
I requested qas staff to inform etihad authirity to send immediately by next available flight update on this matter on very urgent basis as my clothes documents and food items are important as all may get damaged.
Today they said baggage is expected tom ie.08-08-2021. Food its may have got rotten & spoilt. Thus my clothes and other items may also get damaged.
Treat this matter on urgent basis and make arrangement to bring in doha.
There is no etihad repeesentative in doha airport for assistance.
Regards,
nasir ahmed.
(m) +974 [protected]

Booking ref: RLNDOR
Date: 29.07.21

Coach transfer from Dubai to Abu Dhabi departing at 03:15 - we were extremely disappointed with the condition of this transport, it was not a ‘coach' as we were led to believe. It was dirty, there were used drinks cans from people who had used the transport before (we were the first ones on to the bus so it was clearly not cleaned between uses). There was absolutely no social distancing and we get very exposed despite being assured that The service would be fully Covid compliant.

Date: 06.08.21

Coach transfer from Abu Dhabi to Dubai departing at 20:15 - Thankfully the vehicle was as we had expected this time, a comfortable and clean coach with enough space for everyone to maintain an appropriate social distance. The most part of the journey was smooth but on crossing the border into Dubai the driver began to speed, driving irrationally and beeping/flashing cars along the Sheikh Zayed Rd. He was driving extremely close to cars in front and even my 5 year old child said he didn't like it because he was afraid he would crash. In addition to this, the driver was playing a game on his mobile phone whilst driving. I am utterly horrified by this and hope that you will take action immediately.

Email: [protected]@hotmail.co.uk

On June 24 2021, I have been denied boarding Flight EY37 to Paris based on the fact that I did not have a booking for quarantine in an hotel in Canada.

Effectively, there was some rules in places for a mandatory 3 days of quarantine in an hotel at the time, for travellers coming to Canada, however, there was also exceptions to theses rules for peoples working abroad and travelling back and forth on a regular basis between their place of work and their home in Canada, this was well explained online on a Canadian Goverment website, and since I work in the UAE and travel to Canada every 6 weeks, I was not required to do any quarantine in an hotel at all, I could do it in my own house.

The Etihad manager on site that morning (her name was Irina) was not aware of theses exceptions, refused to look at the copy of the exemtions that i've tried to show, she kept asking for an official letter from the Canadian Government that specify that I was not required to do an hotel bookink for the mandatory quarantine, there was no such letter available from the Canadian Goverment for the exemptions, it was a case by case review done by the Customs Agents on arrival in Canada.

As a result of her refusal to let me board my flight, i've lost a day of my vacation, i've lost the usage of the whole airlines tickets, I had make and pay for a entirely new 2 ways booking with Lufthansa and Air Canada to depart the next morning.

Neither Air Canada or Lufthansa ask me for an hotel booking, they knew about the exemptions for the travellers like me, i've show them my Abu Dhabi Aviation ID and my Abu dhabi International Airport pass as a proof that I was working in the UAE and that have been good enough.

I've been a customer with Etihad for a long time, i've been working for Abu Dhabi Aviation as a Captain since January 2003, hopefully I will receive a response from Etihad wich will coinvince me to keep flying until my retirement.

Booking for the EY31 flight on the 24/06/2021 was L4LTOD/ E-ticket 057-[protected] and copie of the booking that I had to do with Air Canada/Lufthansa is available

Capt. Francois Desgagne
[protected]
[protected]@gmail.com

confirmation code : GVQIZD
i have booked 3 tickets for traveling from THIRUVANANTHPURAM to ABU
DHABI on 13/8/21. I recently received a mail showing my tickets are canceled. I face a very urge to reach back. I request to reschedule my tickets on the same or upcoming dates.
already same date flight schedule will show
pls re booking same date

Animon Raveendran
[protected]@yahoo.co.in
[protected]

My 5th August Flight from Chennai to Abudhabi was Canceled.
I want make new Booking, I called your Customer Care [protected] No Response.
My Contact no +[protected]
[protected]@gmail.com

Dear Complaints Board,

The information from previous correspondence copied below sets out the problems I have with my request for a refund due to a cancelled flight in early 2020.
I have not received a reply to my correspondence with Salma.
The logged conversations with the help desk and my summary below shows my current frustration and I would like a reply setting out the process from here on to resolve this problem.
Regards,
Alexander Gamblin

will evidence
Dear Salma,

Thank you for your email but the content does not reflect the discussions I have had with the call centre staff during the past twelve months. My travel agent is no longer in business therefore my only option is to deal directly with Etihad which has been explained on numerous occasions to your call centre staff.

After payments were made and received by Etihad I confirmed my booking details on your web site and printed out my e-tickets when I logged onto the Etihad Self-Service Hub. These were valid up until the time that the flight was cancelled. This information has all been confirmed on a number of occasions with various call centre staff. I was assured that they would follow up my request for a refund which will be logged in my records to which this e-mail refers.

This email is the only communication I have ever received. I am very disappointed.

It is frustratedly difficult when the call centre staff, all of whom are extremely polite but who are operating within the constraints of their business rules, seem to have no effective delegated authority to resolve my request.

Selma, I appreciate your contact but could you please advise me of the steps I should now take to bring this to a resolution for both of us.

Kind regards,

Alex Gamblin

From: Internal Feedback
Sent: Wednesday, 24 February 2021 4:39 PM
To: ALEX.[protected]@HOTMAIL.COM
Subject: Etihad Airways- Reference [protected] CRM:0193118

Ref: [protected]
24 February 2021

Dear Mr Gamblin,

Thank you for writing to us to your concerns. I am sorry you were not able to travel due to flight cancellation caused by COVID-19 pandemic.

I can see from our records that your booking JXJTMZ is made by a Travel Agency. Please contact them directly for any requests, further information or refund amount due.

For your future reference, I recommend you visit our Travel Updates to check all the updated information with regard to flights.

Thank you for the opportunity to review your concerns.
Yours sincerely,

Salma Q
Guest Relations
Etihad Aviation Group
PO Box:35566, Abu Dhabi
United Arab Emirates

Purchased flights in Jan 2020 to fly in April/May 2020 and due to Covid was unable to travel. When requested refund was told could only get a travel card option with miles to purchase flights at a later date.

But due to the extension of the Covid restrictions still unable to travel and now requesting refund and been advised that not possible as went for the travel card option (was not given a refund option at the time)

I would like a refund as not necessary to travel anymore and due to financial challenges.

Ticket number [protected]/[protected]

Or do they just steal the money.

I have raised a Resolver case (Case reference [protected] - CRM [protected]) via online for compensation claim for delayed flight. Etihad have agreed to pay 520 GBP compensation however i have advised Etihad they are not receiving my replies. Because of this they have closed the compensation claim on 2 separate occasions because of non-reply.

I have an open case via Resolver however i would like Etihad to change the email address they have on file for the CRM case, and fix the Manage feedback issue i am having when trying to add bank details for my compensation claim.

Blindly don't give dates upon dates for booking tickets.

Dear Sir,
Ref. KMKRNT
I have purchased 4 Air tickets (Jeddah -Abu Dhabi- Kozhikode Kozhikode-Abu Dhabi Jeddah, as below details. Unfortunately, we could not travel due to cancellation of flights for Covid-19 Pandemic. As expected we cannot travel even this year also, so we have no way except to refund the ticket amount.

Refer to the above matter I have contracted Airline Office and was advised to contact the travelling agent, but the travelling agent says they did not get the refund amount of our ticket. Again, I contacted the airline office and was informed me on mid of July will be refund my the ticket amount, but until today no information received regarding this matter.

So you kindly request you to do the needful to refund my ticket amounts and let me know further details.