Etihad Airways
Reviews and Complaints

I travelled by etihad airlines on 20th March 2019, wednesday from Delhi to Melbourne via Abu Dhabi from Delhi airport. Flight departing at 4:15 a.m. Etihad airways EY 2011. I was allowed 30kg in checkin and 7 kg in cabin. But my cabin suitcase was big in size. I requested the staff to check in and if their is any excess weight I will pay for it. But the staff said that I have to pay for the whole 7 kg if I put that in checkin. I have travelled by many airlines and never seen any airlines doing that. If we checkin cabin suitcase we don't pay for it unless and until it is excess. Staff was very rude. When I asked them how much I have to pay. She calculated and told me that it is Rs.9000. After some time she said it is Rs.11000. While paying, the amount changed again and it was Rs.14000. they kept changing the amount. I have the receipt with me if someone would like to confirm that. When I was talking to one of the staff who was at the counter, other staff standing there hold my trolley and out of anger dragged it and put it aside. I was speaking very politely to them. The whole crew pounced on me. I did not even argue with them still such a behaviour. This is just no way of behaving with the passengers. I am very precise in my writing and don't have the habit of exaggrating the things. Still if you have any question and wanted to resolve the issue you can contact me on the down said email address. I was travelling for the first time with Etihad and such a horrible experience. Hopefully I will get the refund of my excess money paid. ; Name: Sonali Godara. And my email address is : [protected]@yahoo.co.in.

Honestly I am very disappointed on the level of service and customer care that we get from you, what deemed themselves to be one of the best airlines world 🌍 wide, I am convinced that they are the worst now.
When you lose a customer bag 💼 for more than two months and inform him that the bag is lost as per policy, then surprise surprise 🤦‍♀️ you call ur customer saying "sorry we were joking, actually we found it" after two months?! We already bought replacements for everything that was in the bag 💼, if I am dealing with mickey mouse air line would have gotten more professional treatment than this.

Dear Sir,

My name is Charbel Khoury, I hold Etihad Gold member number: [protected]

I would like to bring to your attention that I was just checking a few minutes ago at Adnec (City Terminal) to my flight number EY533 that is going from Abu Dhabi to Beirut at 11:15am on 11 July.

The Employee Mrs Shahida was extremely rude and unprofessional while speaking to me asking me to remove kilo to match the exact 115KG for my 5 family members and 45Kg for myself as Gold member.

She did not even allow for 1KG additional in one of the bags and did not accept even to count all the bags together as I had 2 separates booking.

I am a frequent flyer at Etihad and for the last 10 years and have never faced one issue before. We are 6 travelling and did not allow 1KG additional for 6 which is unheard of on all the airlines I travelled on including my previous flights on Etihad.

I totally understand the rule and policies, however, the way of addressing this matter was extremely unprofessional, disrespectful and rude.

Thank you

Best regards

Charbel Khoury
[protected]

I was travelling with Etihad to Abu Dhabi with my elderly father, on ground he did not received any mobility assistance even though we had requested, after that once we were out on arrivals we went to get informed about the bus from Abu Dhabi airport to Dubai, the lady at the desk Miss Ilham she was rude and incompetent when it comes to talking to customers as I was just simply asking nicely and polity where to get the bus and if my ticket entitles me to get on it or not and she couldn't even get up from the chair behind the desk and check the tickets that I was showing her. Along with Ilham the bus coordinator outside again was rude and helpless, by walking away while I was asking him what was the reason I couldn't get in the bus and keeping me with the word in my mouth not only me if not few more other customers, visitors, tourist that were lost and couldn't understand english, what was happening and so on. It seems this people don't want their jobs as well as they obliviously don't care about the company they work for, if I owned it I would be worry to have staff like that working in/for my company.
Now my question is, does Etihad do really something about it or just looks to the other side by completely ignoring the problem they have by having this kind of staff hired?

Dear Officer,
Sir I, Farooq Yousaf having Passport No. is a regular customer of Etihad Airways since many years having Gold Membership No.[protected].
In my recent trip I purchase an Eithad Airways Ticket with Ticket Number [protected]/22, and Reservation Code, GXPZOH from Lahore to Toronto Via Abu-Dhabi and Dublin. As I got my tickets it showed a terminal change that requires a Dublin Transit Visa which I did not had, so I Inform your Agent who guided me that there is contract between Eithad Airways and Dublin Officials so, Now to have Transit Visa is not necessary and you can easily change your terminal at Dublin Airport without having Transit Visa.
When I reach at Dublin Airport Immigration Officer restrict me to change the terminal without having transit visa. I was completely shocked at the moment as the Immigration Officers told me the only way to change terminal is that go back to Lahore and make it possible to have Transit Visa then you can change your terminal other there is not any other way.
As I had planned my whole trip according to the schedule so It was not possible for me to go back, So after requesting Immigration Officers and having a huge travel history they issued me a Transit Visa at Air Port. My return Ticket was also on the same route and again I had to face all the situation again.
How your officials issue me Boarding Passes without having Dublin Visa?
It was quite disturbing situation I faced there just because of your agent's negligence. I had to suffer a lot mentally and financially as I had to change my ticket and it costs me 56203/- PKR.
I Strictly condemn this negligence and request you compensate my loss of both mentally disturbance and Financially.
Hoping a quick action from your side.
Regards,
Farooq Yousaf.

My name is gurminder singh, with reference to my booking in etihad airways the a.C. From abu dabi to delhi was not working in flight

my flight details are:

abu dhabi ey 210 t 05jun 0955 tprrtey/yb 05jun 05jun 40k ok

international terminal:3 delhi indira arrival time: 1505 arrival date: 05jun gandhi intl terminal:3

please feel free to contact me on 9540046444

We flew Etihad from South Africa to Kenya, to Abu Dhabi to Lahore Pakistant 15 June - 16 June. The food on this airline is terrible. The portions are too small & too much starch, we had continous heartburn but had to eat due to hunger. Never mind that we were starving or thirsty most of the time because they only come around once & take forever to do so. The type of food is of poor quality & just awful, even the coffee (they only give one sugar & too little serving of milk in a sachet & the air hostesess are not friendly.

Etihad is the worst Airline in the world. Recently my father had a stroke and they refused to change his flight without change date fee for my parents. They are asking 265 British Pound for each passenger which comes to a whooping total off 530 British Pounds. They told me the only way we can weaver the cost is if your father have passed away.. when he was being treated in hospital. How insensitive comment is that.. They have the worst customer service in the world. Even after showing them proof of hospital letters and cost incurred they still don't want to change flights for medical emergency situation.. Imagine someone traveling for holiday and then gets sick and lost their flight in the process.. they are the worst company I have dealt with in my entire life.. the bottom line dollar/pounds and dirham is more important to them then to support their customer/passenger during difficult time when they are being treated for life threatening situation.
Also the last person from the supervisor team who goes by the NAME VIKY or VIKAS from Dubai Call Center claimed Etihad would not honor waving the cost for change of date. They have no need or requirement to explain why they refused to weaver the cost of change of flight. They don't care of the passenger had Stroke or any life threatening condition. They policy will not change if you miss your fight for any reason.

Etihad airways
Manager ( PR)

​​Complaint cum Compensation for flight EY-211 date 11 June 2019
Under your flight booking reference EY/GACQUR

Dear sir / madam
I want to inform you that I VIJAY KUMAR KHURANA along with my family (Total 4 passengers) travelled through above flight reference. First I want to explain my itinerary for my family for this trip :
ITENERY: (4 PASSENGERS)
S.no.​Name of person​​​​Relation​​Passport No.​​Expiry
1.​VIJAY KUMAR KHURANA​​​Myself​​Z3016785​​20/11/24
2.​MONIKA KHURANA​​​​Wife​​N3017165​​07/09/25
3.​VISHESH KHURANA​​​​Elder son​​N4152317​​02/11/25
4. ​VEDANSH KHURANA​​​son​​T5599884​​05/05/29
DEL TO ROME 11 JUNE (EARLY MORNING)
ROME HOTEL 11 JUNE​
CRUISE START 17.00 REPORTING TIME 15.00 HRS ( 12 JUNE TO 16 JUNE)
After cruise we have multiple journeys to ITALY and GREECE.
As you know, this flight gives us very bad experience in whole journey from Delhi to Rome this was connecting flight from DELHI To ROME via ABU DABI. Following are the details complaints and how we suffer due to your flight delay:
1. Your flight EY211 schedule to departure at 11 June 4.45 hrs. whereas it depart at around 10.00 hrs. Till these 5 hours we have not been provided the proper and correct information and not even given any refreshment or lodging in spite of requesting your staff to give us some other flight as we have cruise booking for 4 people.
2. After we arrived Abu Dhabi around 12.00-1300 hrs., we have been guided that your connecting flight will be next day 1.00 hrs. (12 June) from Abu Dhabi to Rome which will reach Rome around 7-8.00 hrs. ( 12 June) . Till then your staff have provided us some lounge and some refreshment. I really appreciate this for your company. As we have spent sleepiness night and fear of not miss our cruise, (NOT REFUNDABLE), my family members are not comfortable and one of my kid start vomiting. To avoid disturbance to your other passengers we decided to hire a hotel at Abu Dhabi (AIROTEL HOTEL). HOTEL BILL ATTACHED
3. Because of delay flight depart from Abu Dhabi on 12 June, we missed our hotel which we have already paid for our booking on 11 June HOTEL BILL ATTACHED.
4. In ROME, hotel pick up was included and our driver missed us because of delay. So, when we arrived in ROME we have to find another hotel near cruise as we arrived on 12 June morning and same day is our cruise with reporting time at 15.00 hrs.
5. As our cruise was from 12 June onwards from Civitavecchia (Rome) and we reach morning 7-8 am at Rome airport so, we hire a hotel near our cruise which is an extra cost which added in our package tour because of delay of above flight.( HOTEL BILL ATTACHED)
TOTAL COMPENSATON BECAUSE OF DELAY OF FLIGHTS:
S.NO PLACE DETAILS ​​AMOUNT ​AMOUNT INR
1. DELHI​AIRPORT​REFRESHMENT ​​4000 INR ​4000.00
2. ABU DHABI​​AIROTEL HOTEL​​600 DRM
​​​( 2 ROOM)​​​​24000.00

ROME HOTEL FRESH HOUSE
​​​TRASTEVER
​​(BOOKED FOR 11 JUNE)​​269 EUR​21002.00
​​(4 PEOPLE)
​​​HOTEL AT CIVITAVECCIA
​​( NEW BOOKING FOR 4 PERSON
​​ IN ONE ROOM)​​​​12000.00
​​
​​EXTRA TAXI CHARGES FROM
​​ROME AIRPORT TO CIVITAVECCIA HOTEL
​​( PAYMENT BY CREDIT CARD)​128 EUR​10300.00
( MY TAXI ID 2WEBXW DT 12 JUNE)

​​​​​​​​--------------
​​​​​​TOTAL​​71302.00
​OTHER MISC. EXP ( 4 PEOPLE)​​​​ 8698.00
​​​​​​​​-------------
​​​​​TOTAL ( 4 PERSON) ​80000.00

You are requested to please compensate the above amount at earliest for your company negligence to avoid us to approach to higher court. After we get your confirmation of this mail we will provide our bank details to deposit the amount.

Your early action in the above matter shall be highly appreciated

Best regards
VIJAY KUMAR KHURANA
PH-[protected]

I have booked tickets from Dublin to Mumbai (India) via Frankfurt via Abu Dhabi .
The flight was delayed from Dublin to Frankfurt and unfortunately the connecting flight to Abu Dhabi was departed. I had to wait for nearly 4 hours just outside the immigration gate in Frankfurt as there was no response from the ethihad airlines . Later a employee from ethihad service came and handed over the ticket which was already booked without asking about what class we prefer and above all they booked a hotel for overnight stay which refrained from dropping me back to airport before check in for 7:20 flight in the morning ...and for GOD sake I had to stay in the airport whole night just to make sure I won't miss the flight .. Ridiculous service where you are suppose to take care of helping the customer to reach the airport on time ... the employee who came for help had no idea what to do and was not even ready to send an e ticket via mail.. juz left the airport at 1 am in the morning without revealing his name or contact details .. very poor services ... no customer care officials available at Frankfurt for ethihad airlines and the most disappointing fact is they booked a hotel which was of no use ...I need a compensation for this as well...
I have submitted necessary forms for re claim of my ticket and hope I would be getting my reclaim approved or else I have to approach the higher officials for this matter.. no food services provided ... and was just left in the airport overnight waiting for the flight ...
Worst experience ever!

My wife and 3 kids (including a baby) were travelling from Dammam (DMM) to Toronto (YYZ) connecting in Abu Dhabi (AUH) on June 30, 2019. Booking reference CGQCRX, last name Alzayer.

My family flew from Dammam to Abu Dhabi. In Abu Dhabi they were told they cannot board the second plane to Toronto because it is "over capacity". My wife was left stranded in the airport chasing agents to find a solution. After few hours they told her they will board her in a plane to Toronto through Frankfort.

I find it unacceptable for this to happen to a family with a confirmed booking. Despite this, my wife was ok to endure an additional stop if her seat was upgraded to business, which was denied by the agent. I know they were provided for a hotel stay but this is still does not satisfy us.

Desirable resolution: Free upgrade to business in our next flight from Toronto to Dammam.

Dear sir,
On 25th June 2019 we are arrived from o r d Chicago at 3.00AM at the Indira Gandhi international airport New Delhi by Etihad Airways flight EY218. The ground staff told us that the 3:00 baggages have not been arrived with the flight and they asked us to file a complaint form at near gate 9 of the airport, we filed the complaint with the ground staff and they informed us that the packages will arrive at the 8 o'clock flight and we came back home in Gurgaon on arrival at Gurgaon we found that the keys to our house were in the the baggages so we called the ground staff at 9:41 a.m. to tell them that the keys are in the packages and they are are to hand over as their baggages as soon as possible and they are at this they told me to call call after an hour after 1 hour. I made nine calls which were unattended by the ground staff. At 1053 a.m. I got a call from them that the baggages have arrived and will be delivered after customs clearance and ask me to check after 1 hour after that I made lot of calls which were unattended by the ground staff and I was fed up and literally standard outside my house waiting for the packages even I made it trip to the airport and call the ground staff but the call was not answered by them so I had to come back to Gurgaon. At 5.47PM the baggages were handed over to me I have been gone through tremendous inconvenience and agony with my wife being a senior citizen this is not good for the the ground staff who did not answered my calls I had made lot of calls the proof of which is enclosed herewith I request Etihad Airways to compensate my I trouble of standing from 5 a.m. to 6 p.m. outside my house waiting for the baggages and the ground staff did not answer any of my calls till then. I am enclosing my boarding pass and baggage receipts herewith. Also find the call records.
Please do the needful at the earliest.
Thank you
Sai Prasad fnu
[protected]

Dear sir
I am so sick of complaining that sometimes word does not reach to your service department.
My wife was travelling from manchester to dubai and connected flight to ahedabad, please look at the case number as an attachment is not accepting by your system, as yet no response.
The incidence happened on the 10th june 2019, ticket reference number is etxesz
Case reference resolver ref. Number is 6897272, the issue is still outstanding and escalated yet no confirmation from your guest team as we are guest members too.

Hi, yesterday I, along with my husband and daughter had boarded Etihad airways flight from Madrid Spain which had a layover at Abu Dhabi from where we took another flight to Delhi India flight no EY218. since we had a lay over period at Abu Dhabi we purchased few items from the duty free worth 488 .41 euros along with which we got an american tourister back free. In the flight our seat numbers were 25 D, E, G but since the cabin baggage area was full the air hostess made us keep our baggage at 20 D, E, G asile but due to some reason she shifted the bag to 19 or 20 A, B, C asile which she informed us when we went to pick our bag on landing but due to some confusion by the air hostess our bag was exchanged with some other passenger who also had the same kind of american tourister bag from duty free. Would request you to please help us get our baggage traced. Thank you

Ticket # [protected], flt fr Ccj To Ruh via Auh on 11th Jun '19.
Traveler's name: Zenusha Hafeez Edathodu, Canadian.

The traveler is my daughter.
Along with me, she was supposed to travel to Ruh on the 11th Jun from Calicut.
Zenusha was holding a multiple entry visa to Saudi.
And this visa was issued on 30th Nov '18
Your staff at Calicut airport didn't allow my daughter to board/fly saying that the visa had expired (passed 6 months validity)
When i told that the validity clock starts clicking from the date of the traveler first arriving in Saudi (i showed them the first arrival date of Jan 30th '19 stamped in the passport by Saudi immigration)they hesitated & said that they need to check with Etihad Auh. Accordingly, the supervisor sent an email to Etihad Abu Dhabi attaching the copy of the visa.
A reply was immediately received saying that the visa has expired & the passenger cannot travel.
I requested your team to check further with Saudi immigration but they refused
We came all the way from Kannur by taxi to Kozhikode (100 kms away)to take the flight.
I want to tell you that the visa was valid & that the validity is calculated FROM THE DATE OF FIRST ARRIVAL & NOT FROM THE DATE OF STAMPING.
The ignorance & arrogance of Etihad Airways has caused a lot of inconvenience, trouble & additional expenses.
Zenusha had to get her UK visa stamped in Ruh to travel to UK to continue her studies in medicine. Before stamping the UK visa she has to renew her Canadian passport in Ruh which takes atleast a month.
After being refused to fly, she had to take another taxi to go back to Kannur.
We lost the money for the Etihad return ticket as well.
I did not want to take another chance with airline officials, so made a fresh visit visa application & this has to be stamped from Bombay...she is still waiting for the visa to be stamped.
God only knows when she will arrive in Ruh, get her passport renewed & get the UK visa stamped to join her course.

Please look into the matter and do what is necessary not only for Zenusha Edathodu, but no one else should go through this trauma. We the parents are in Riyadh now and she is staying with relatives and not a very ideal situation.
I would like a response from you at the earliest.
Thanking you
Abdul Hafeez TTP (father)

Dear sir /madam
I would like to make an offical complaint about my situation with Etihad. Please note I have started this action and I have Ref no 718882.
My name is George Abouhamad and I had booking to travel to Lebanon from Sydney on the 18th of June my booking ref zknopq. Unfortunately I had to adjourn my flight .
On midnight of the 17th of June, intruders came to my house and put gun to my head and demanded I open the safe for them and stole all my money, jewellery documents and my passport. I have a police report for this event. Due to this unfortunate and traumatising event, my wife and I were unable to fly on the scheduled date and are currently in the process of obtaining new passport before I can rebook my flight. My wife and I are travelling business class, and I have another 18 people of my family booked with Etihad to travel to Lebanon as we have family event to attend, and I can provide you with all their booking details if required .
My issue with Etihad is, when I called my travel agent with whom I booked our tickets to alert them as to what has happened (Merrylands travel), he said that Etihad are insisting for you to pay an additional cost of almost $11, 000 dollars to be able to book second flight. We tried calling ourselves and the phone support staff were really unhelpful in guiding us to navigate this difficult situation.
Etihad didn't show any compassion towards us and insisted on full charges although it wasn't our choice to cancel our flight as we were forced to .
I am disappointed with the way the Sydney Etihad office handled this issue and not showing any support or loyality to their customers . Our family have been loyal customers with Etihad for a very long time.
I believe such huge organisation like yours should support their travellers due to the circumstances and support their loyal travellers.
Our community is very large and I don't think Etihad wants the bad puplicity in our community or social media.
I would like you to consider our situation and I hope to receive some support from your well respected organisation.
I expecting to have my passport today or the latest on Monday the 24 th June before I rebook my flight .
Please email back and let me know your thoughts on this matter or call me +61 [protected]
Thank you for your assistance in this matter .
Regards
George Abouhamad

Flight no 0485 BNE to AUH 16th june.
Flight no 0091 AUH to ATH 19th june
A gluten free meal was ordered but none supplied. A 14 hour & 5 hour flight with a banana only.
0091 i asked if a gluten free meal was ordered & she said yes. When meal time came there was nothing.
When i go onto my booking on etihad site it says gluten free.
Flight 0090 06/02/2019 &
0484 07/05/2019 also need a gluten free meal. Can you please make sure this is taken care of.
Contact [protected]@gmail.com
[protected] to verify this please.
Vicky Kendall
Social media will be hearing of this so if dietary requirements for health reasons it can be checked

Feedback: date 27/5/19 flight number = ey 074 pnr number = crnaju seat number = 32a 32b 32c zone=3 name= arnav modi, chintan modi, hemangi modi we were travelling from ahmedabad-abudhabi-paris nad return from zurich-abudhabi-ahmedabad

bitter experience of male attendant

in flight services when there is clearly mantion that asian veg meal, crew member force me to eat non-veg meal (lamb, rice) how pathetic to even ask to pure veg person he told that we dont have any veg meal left so you should eat nonveg meal, sorry we dont have any veg meal left, dont argu with us, if you still going on in this it would be not good for you otherwise situation will be same, i will not serve you, how wrost service is this, when you have mantion in ticket for asian veg meal and you refuse to serve it, you must reserve it for such prefranced passengers, and than aftr serving if it is left you can serve it to any other passenfers that male crew member is very rude to us and he want to serve nonveg meal any how, his tone was not at all in manner, he was arrogant after certain conversation he manage us only 2 veg meal but we are 3 people agin he fail to serve us veg meal, my kid was enough hungry as we left hotel at 8.30 am in morning, somehow we 3 manage to eat from two of that meal after serving us, he never come to us even ask for water or juice or something else he never appologise to us after such inncident we travelled usa, hongkong-china-singapour-thailand-malysia, dubai, africa, australia we took different airlines in our country and worldwide at different time but we never suffered like, it was wrost flight service, next time we don't even think for etihad thanks for serving us wrost

I had a confirmed booking for EY308 and connecting EY228 but airline made harassment and delay to me and changed my flight from EY228 to EY210 saying that the flight is full. Which resulted me nearly 8 hours delay and I wasn't being provided any lounge or hotel for rest for that period even i missed my further connecting flight. So by traveling with Etihad airways resulted me physical and mental stress along with time and money loss. I am forced to asked Etihad Airways top management that once you are getting asked payment from customers then why you can't provide relevant services? Is that means lack of serviceability and efficiency of management and or only cheating policy to make money. Hadn't even a bit expected this kind of experience to be faced ever in UAE's National airlines.

i and samira fly from AUH to Zurich on the 7 jun 2019 flight number EY73 on business class. once we reached Zurich we found our luggage broken they and they don't care of keeping our luggage in safe area as it in business ( Priority ). i really so upset about it.. i need someone to contact me by etihad ands love my issue please.
my name is Hamad Al Dhaheri my contact number is [protected]