Etihad Airways
Reviews and Complaints

Like to refer to DPR SINEY12083 summited by arrival services at changi airport Singapore for claim of damaged luggage caused by mishandling during our trip in Dec 2017.

It has been closed to a year since the case was reported, assessed for claim, but no response from your airline.

We are totally disappointed, hope you could look into the matter immediately.

Worst Airlines -- Never travel on this airline

I'm trying to postpone my return journey ticket. When I called the customer service, agent provided a fare diff of $368/- ($148 + $200 + $20) for changing the return trip from India to LAX, after keeping me online for more than 1.20 min.

Just before I provide my CC information, the call got disconnected w/o any notice. During the call, agent promised to call back, if the call is disconnected just in case, but that never materialized, though the call dropped.

When I called back again, other agent picked up the call and mentioned that she can't give that price for ticket change and the new Price is now $632+20.

This is merely cheating from Airline side and they are ripping passengers.
I spent more than 5 hours on phone with different agents to change my wife's return ticket but finally no use.

Regards
Ram

Good evening

I wish to complain about both the non, and mis information, given to me by an Etihad Advisor back in England. Firstly, I'd like to explain the devastating reason I had to fly to Abu Dhabi.

On Saturday 13th October my dear daughter Kate Wells (a Deputy Head at an Abu Dhabi school) called to break the devastating news that she now has breast cancer.

To get to her as quickly as possible, I telephoned an Etihad Advisor on Monday 15 October (confirmation e-mail received at 15.52) to book a flight as soon as possible so that i could be with my daughter for her many scans and tests. I explained all of this to the gentleman advisor. I am not a frequent flyer and friends suggested I ask if there's an option for an Open Ticket. Which I did do. I specifically and precisely told the Advisor I had no idea when I'll be returning to the UK. I just needed to get to Abu Dhabi to be with my daughter for as long as I could.

The Advisor understood what I was saying to him. I was booked on to flight EY12, 09.35 from LHR. I was told he will book me on a return flight on October 31st. I immediately told him I do NOT want to return on 31st October as I need to spend as much time as I possibly could with my daughter. He assured me this was just a temporary date and when I arrive at Abu Dhabi there would be no problem changing the return
Flight to another date.

I can absolutely promise you that the Advisor made no mention to me whatsoever of any Admin fees and flight rearrangement costs/charges for changing my flight back to the UK. There is no way I would ever leave my daughte, who was in great need of family support, after only 15 days! She had a biopsy two days ago and her chemotherapy will commence possibly Tuesday 4th November. Finding out today about these added costs came as a total shock to me. It seems especially unfair when I hadn't even been informed about any of this in the first place. It's an added complication I could truly do without whilst trying to support and help my daughter.

The total lack of customer service, and non information of company policies that were not outlined to me from the outset - when i actually asked him for his help and advice in the first place - is truly appalling and disgraceful.

Before we knew our daughter was seriously ill (medical documentation for proof is available) my husband and I had booked flights to visit her for the Christmas period and return early January 2019.. Due to the change in our daughters circumstances I shall be stopping here longer once again. I am more than happy to pay extra for this service now that I am aware of your charges.

Otherwise I couldn't fault my very first Etihad flight. The entire flight crew were extremely helpful, kind, friendly and courteous. The aircraft landing was the best I've ever experienced. I also spoke to a lovely stewardess on the flight to Abu Dhabi about having been told I could easily change my return ticket to another day.

I don't wish to be disrespectful to you in any way at all, but I do feel there might be a need for extra staff training to ensure all Etihad telephone Agents are able to provide an excellent and full customer service.

My details are as follows:
Mrs Wendy Victoria Wells
Booking Reference FPJXUS
TICKET [protected]

Dear sir / madam,

I and my wife are on a trip to london and have travelled from mumbai - abudhabi, abudhabi - manchester vide pnr no. Darzbt and wryast (ticket attached). Please also find attached an economy ticket issued by you (pnr no. Yktgcu). We are shocked to observe that the baggage allowance of business class (on which we are travelling) is 40 kgs per passenger, while the baggage allowance in economy is 45 kgs. I am a regular traveller by various airlines and this is the first time I have realised that the baggage allowance in economy is more than the business class.

Looking forward to an explanation for the same.

Further wish to put on record, that my abudhabi - manchester sector on 19.10.2018 (flight no. Ey15), the entertainment system and control panel for the same was not functioning. On complaining about the same the flight purser reset the system, but it still did not function. Hence I have travelled for almost 8 hrs without any entertainment system, which please note.

While this is my first travel in etihad (business class), the above experience has left quite unpleasant memories.

With regards,
Rajesh g. Duseja
Mob. No. [protected]

I have not been provided with Boarding Pass for Flight No. EY0256 (from Abu Dhabi to Kolkata) scheduled on 22nd October, 2018 at 13:45 hrs, instead of having a confirmed Ticket No. [protected]. In stead I have been provided Boarding Pass for break journey (from Abu Dhabi to Mumbai and then from Mumbai to Kolkata) which was scheduled after 8 hours (vide PNR : RLNEKP and PNR : NZRMKN).
Again, after arrival at Mumbai on 23.10.18, my baggage were missing. So, again the flight to Kolkata was missed. The baggage was delivered to me after 9 hours of arrival at Mumbai. Then I was provided Air Ticket and Boarding Pass for Kolkata in Jet Airways, Scheduled at 19:10 hrs on 23.10.18.
Altogether, I have been late for more than 24 hrs for no fault of mine and I faced extreme harassment.

ETIHAD COMPLAINT-

Flt EY0016 due to depart MAN 0905.
My booking reference YBVKBP
Departure Sunday 30 Sep 2018 to Abu Dhabi Airport

Flight terminated after remaining on tarmac between 8.10am and approx. 2.30 pm. Reason for delay initially stated as congested airspace over Europe & Turkey.
Later changed to an "indication on the flight deck that only needed paperwork to be sign and we would be on our way", after several complaints we were not being updated.
The pilot promised updates but failed to adhere to his own deadlines and we constantly had to ask airline staff for information, with zero response as the pilot makes the decision.
No food or drink was offered other than a cold chicken shawarma and a small packet of crackers over s 4-5 hour period. We requested an alcoholic drink and was told that they could not be served whilst on the tarmac. I later discovered from one of the Business Class passengers that they had been served champagne, - double standards!
No breakfast or other food served despite not having eaten since 4am that morning. Requested complaint form but told by cabin staff to do so online.
Requested wi-fi to notify family regarding delay. Advised by cabin staff that no internet would be available until we were airborne.
We were eventually told at approximately 2.00pm to disembark in sequence according to our various final destinations, that involved connections.
Only a few of us were grouped together in the air bridge and told we would be taken by coach to a hotel, there was still a large number of passengers on the aircraft that were unaware. When contacting Etihad, some passengers were told that the Etihad staff that were boarding the overnight passengers onto the coaches to take to the local hotels were told their next flight they would be on and the pick up times for that flight to be met, this is simply not true.
No further relevant information was given to us either prior to boarding the coach, on it or at the hotel. Some passengers received emails during the night telling them alternative flights they should have got on, however passengers only saw those emails when they rose from their beds, by this time it was too late. One passenger was given 45 min warning to get to departures or face another delay. No Etihad representative at any stage called a meeting to brief us on our onward flight options, either that evening or at breakfast. The only information was a handwritten note at reception advising us to contact an Etihad number. When called, it confirmed that they would only deal with those who had booked direct through Etihad.
A few of us therefore went over to the Etihad desk at the Departure lounge in Manchester and were informed that the desk had been closed for months!

No one was available to speak to us
Many apssengers were convinced that the pilot held on and on, keeping us all on board! This in effect kept the crew on board and eventually the crew and cabin staff went out of hours and then could not fly us anyway. If a new group of cabin and flight was to have been called out, this would have been at a huge cost especially flight crew. When checking in the next day Etihad staff at the departures told us that the aircraft that went tech was then flown back to AbuDhabi early hours of Monday 1st October.

Prior to leaving the airport for the hotels we were told that we were all going to be flying on the EY16 aircraft, early hours of the 1st October. When we were eventually told by email on Monday 1st October and given a new flight EY 22 the passengers that had already been delayed for 36 hours then had to que behind the EY 22 passengers, this then caused a large number of husband and wife couples being separated due to the overcrowded and dis organised flight.
The whole situation was a shambles. If this is to happen again I would be happy to be interviewed by your HR staff in order to give some positive pointers to anyone planning future contingency matters. In the meantime, I am here formally claiming the full compensation that is due to me. In accordance with the European Commission's Mobility and transport regulations you are obliged to refund me 600 euros, and I trust you will do the honourable thing and contact me to arrange details of my bank account.

You placed your airport duty manager-Mr. Jamil Hafesji- in a very difficult situation. Thanks to his valiant attempts, and no thanks to your poor contingency planning, we did manage to get accommodation but this in no way helped to ease a 36 hour delay and subsequent deep disappointment and embarrassment at being absent from our planned Monday 1st engagements.
You can contact me on +44 (0) [protected]
Yours truly,
Peter Kormylo

My name is Julie McGregor and I traveled with my young son Hayden Martin. On the 28th of March 2016 I boarded a flight EY486 from Dublin to Abu Dhabi due to take off after 2200 hours in the night after traveling through out the day which is where I come to this connecting flight to Perth Australia. When we had landed in Abu Dhabi to change to our connecting flight there was approximately 7 to 7 and a half hours delay in total through out the night. We had a delay in boarding of up to an hour and then we were allowed to board, we boarded the flight and were left waiting to take off for nearly 2 hours on board to then be told we needed to be removed from the plane. We got off the plane and we're given vouchers that allowed us just about enough for a slice of pizza and a drink that was between me and my son! So I had given the slice of pizza and drink to my son as he was only reaching 4 years old bearing in mind I had no buggy for him to sleep in as it was checked in after we had boarded our flight from Dublin and the worst was there were no buggys available around the airport to let my child have a sleep either. When we FINALLY got a call over the intercom to go to a gate (3 or 5 not sure it was a low number), which was about a 10 minute walk through the airport to this gate to be met by NOBODY, no body was there for another number of hours to give us any reasons to why we were delayed, to why we were being put through this awful experience for the money we paid to travel with this company surely we should have been given a reason but we were not! I traveled on my own with my son and cried in a corner terrified of the strange country I was in and how the hell am I ment to find my family, WHEN will I get to see my family how long will it take. It was over a bereavement I was traveling in the first place! To be treated the way we did and be hungry and thrown from gate to gate with no answers had terrified me from traveling not only long distances but even short ones for that matter. And still I am clueless to why we had to go through this.

I travelled to austrailia on our honeymoon with etihad on 2nd of october 2018, we flew from glasgow to dublin and then from dublin to abu dhabi anf then on to melbourne. the flights were perfect and all on time and had no issues. then on tue 9th october i received a text message to say our flight from dublin bk to glasgow was changed from 18.30 to 10.00 tht morning on 17th october even though we did not arrive to dublin until 15.00. i then spent 3 days trying to get through to etihad to get this matter resolved ruining 3 days of our honeymoon with the stress as i was travelling with 2 kids and did not want to be stuck in an airport for hours trying to sort this out. i have now got a phone bill for over £100 due to phoning for these 3 days to sort this out to be then placed back on the orginal flight we wer on in the first place.

I want to let you know about my experience flying with Etihad Airways on October 15th, 2018, flight #101 from Abu Dhabi to JFK. The flight attendant continuously bumped my arm and didn't apologize and would look back and smile at me. A baby cried the entire flight and nobody checked on the mother to see if she needed help. My luggage was damaged and I tried contacting the airline and the baggage claim center with no response. I am a first time passenger and I will not be using or recommending your airline again if this is the way customers are treated. I am very upset at my treatment. Please contact me regarding the baggage claim that I have repeatedly attempted to contact you about. My telephone number is [protected]. Thank you very much.

Hello

on 16.10. i enteted the online visa link to get a tourist visa for my holiday from 15.12. to 29.12. the first the system asks is when do you arrive and i could chisse the 15.12. from calender all other dates were closed.
So if i could choose it that means it is valid but the visa department told me it is only valid until latest 14.12. so i am a tourist coming for 1st time and it is not my problem if the system is not correct it takes my date and money but it is not valid.so please rebook it so it is valid for entry on 15.12. or return my money and i will make a new one in november so i dont get problems whe i arrive.attached is everything.also you can see on screenshot my profession is cook and in the visa it is a wrong one.

Dear Sir/Mam
This is BHISHM PRASAD, had flight on 9th October 2018 from NAGOYA ( JAPAN) to ABU DHABI then ABU DHABI to DELHI (INDIA).
My PNK No. Was - MXZQVQ
ETKT - [protected]

I was charged 100 USD because My name was miss match according to executive but there was no miss match according to my passport . I paid 100 USD by my Visa card. I was told to collect ticket after 30 minutes. When I came to ticket counter, I was Informed that 100 USD will be Reimbursed in my account but still my money has been not sent. Plz find the attachments.
Please Pursue this matter.
Best Regards
BHISHM PRASAD

Hello,

Please help.

On Oct. 1st upon landing at MXP I found that my baggage had been broken (hole).
At the damaged bag desk at MXP I was told that there was nothing they could do since I had flown in on Etihad (they had staff in place for the other 2 MEA carriers).
They only thing they could do for me was provide the email address [protected]@etihad.ae . I submitted my claim that same morning with all documentation attached.

On Oct. 3 I got a response (RQID: 667499) that documentation should be resubmitted:
-passport copy
-boarding pass
-E-ticket
-baggage tag receipts
-file reference number
and on Oct. 4 I resubmitted everything.

Today 10 days have passed and I didn't get a single response, despite my follow up emails asking if everything was well received.

Good thing I was a business class guest with Etihad Guest gold status... I don't even want to imagine the response times if I was a standard passenger.

What is going on Etihad? First 9 months to get miles credited for almost a dozen flights, and now this?

I booked a return flight from Toronto to Islamabad. On October 8th when I reached at Islamabad airport for Toronto Eithad counter staff said flight is just closed. I told them it is still about 1:45 hrs for flight departure and showed them the email that I received from Etihad that flight is delayed till 9:45 PM. They said they are not aware of any delays. I still have the email and seems to be quite genuine. This needs to be investigated. Had to pay over fifteen hundred dollars to reach back to Toronto.

I m regular customer and prefer always etihad airways I want to complain about etihad service my ticket no reservations no LIZNTE, E -ticket 607-[protected] from Abu Dhabi to Kathmandu nepal, timing October 10, 1 :55 pm but when I reach the airport they refused me to take on board and I has confirmed business metting in Kathmandu October 11 morning also my family came Kathmandu on domestic flight from Biratnagar to Kathmandu so I bear a lot of money and my time and my business metting so pls compensate me waiting for u r replay I have ticket I should be in nepal but still I m in Abu Dhabi waiting for u r kind replay

Date of Journey: 27th Jul 2018
Route: Hyd - Abu Dhabi - London - Raleigh NC

During our recent journey, we were given misleading information about the baggage allowance. We progressed through the checkin at the airport and validated the allowance at the counter. Once we are abroad the aircraft before departing the gate a team of 4 etihad representatives came and started harrasing us to pay for one of our checked bags. We tried to reason with them that we were not informed about it at the counter and if we were we would have gladly sent the bag home and not check it in. I was travelling with a toddler and a 4 year old and we were put in an embarrasing situation infront of the whole flight and forced to pay. We stood our ground and we were then told we will have to pay it in AbuDhabi. Before we change our flights.

By this time kids were impatient and crying, and I developed sudden fever and weakness and couldn't discuss more. In Abu Dhabi, we were checked into the transfer gate and there was not information about any futher payments required. My wife carrying the toddler had to go around the airport looking for a ethidhad customer support counter to discuss the matter. There was no help from any corner and the customer support folks flatly refused to listen to us and threatned us to be detained if we don't pay the fee. We had to try and find out where the customer service desk is to resolve this issue, if we hadn't the gate customer folk had no idea about this whole matter and all they did at the end was to cross check if we have paid it at the time of boarding. What if we hadn't tried to reach out the customer service desk, we would have simply been detained since Etihad has no coordination among themselves between various counters and would have caused great incovenience. I was seriously sick by this time and my wife had to tug around the one year old and a 4 year old and the carryons all by herself. We have been frequent fliers on Etihad but never been caused such an inconvenience and embarrasment before. We for one are not flying Etihad anymore and my family and friends have been informed about and they will think twice before taking an Etihad flight as well.

My daughter is 7 years old.
We have 3 business class seats for return flights Abu Dhabi to Sydney where all family members are seperate (ie, do not have the option of seating my daughter next to one of us in a centre seat).
My daughter was sick on the last flight Sydney to Abu Dhabi and desperately does not want to be seperate from me - I don't even know if she'll be able to cope being seperated for 16 hours where she can't see me at all.
I have contacted Etihad through Facebook, our travel agent and via phone. They say they cannot seat is together. I have sought legal advice which says that Indira should be swayed with me because otherwise Etihad will be liable should anything happen to her because we are seperated. I do not know why this is so difficult and why the staff continue to be so cold in their responses.
The flight attendants on our flights to Europe said they would not be comfortable with her being seated alone.
My next option is to try Twitter or a public Facebook post but we have spent $35000 on my mother's last trip to Europe and I would much prefer it if we could just enjoy our flights.
I am now extremely distressed at the thought that my daughter will be hysterical at being by herself (she is very nervous on the A380s) and that we will need to use a different airline and ask for a refund (which it sounds like we'd have to take legal action to recover).
Every other airline I have contacted has said they will seat my daughter and I together in business class and they too said that this policy of Etihad is ridiculous.
I hope someone can help me.

I was travelling from newyork(JFK AIRPORT) to new delhi via connecting flight -abu dhabi. EY 100 4th oct and EY 218 5th oct. my 2 big bags with all my important stuff have not reached and delhi staff is replying that we only talk via emails with overseas etihad team.
I have all my stuff in my bag and its financial as well as mental loss as well.

There is no direct number to contact and there is no quick response. I am currently in delhi and how to survice with all my main baggage i dont understand.

I want the company to look into it asap and my both bags shoule be recovered as i handled at jfk airport.

Myself Prajeesh olayattmeethal -guest number -[protected] . I had booked one ticket to travel from auh to new delhi on 06/10/2018 (3 am flight) and i reached airport on time but your staff informed me that your flight already over filled so you cannot travel by this this flight( EY 228), we will reschedule to next flight . Because of this one I missed a valuable meetings with my clients. I am frequent flyer but i never experienced such an unfair situation with other airlines thank you

I am a silver member frequent flyer of Jet & Etihad with no. 9W [protected]. I reached the boarding pass collection counter at Amman Airport, where on screen it was clearly mentioned for Silver and no placard found for not Silver. Then one crew member name Mr. M. Beizat asked me to join the general questions. I told him that there is clear display for silver members and no placard for only Platinum and gold. In this process I wasted one hour of my precious time in question and had to join the general queue far back. Then I hound one gentleman of UAE residence came with silver card and he was allowed. Later we also saw that he started using the two general counter for issuing boarding pass for platinum and gold members from general counter. I regret to inform that such services from airlines like Etihad is not acceptable.

30 sept 2018
Jaymina Patel
Flight no EY 204
Chicago to Mumbai via Abu Dhabi
So from Chicago the whole day from 24 hours we tried to check in because we had an extra baggage.
Online we checked the baggage charges where 88$ to begin.
But as the airlines did not allow to check in.
We had to get the extra a baggage to airport and was charged 320$.
This was so crazy, plus the staff was not co operative after we explained the situation.
My mother was under disability so did not argue and paid the extra charges.
But I am disappointed with eithad services as I have travelled so many times and never had a problem, like this .
I request a good compensation.