Etihad Airways
Reviews and Complaints

We finally booked 4 seats from Madrid to Bangkok for January 2016. We were originally trying to book from Alicante, but yhe site kept saying error on site please try agsin. Which we did 3 times, still same. We then rang Abu Dhabi, person assured us no money had been taken and asked if they could retry. After 50 minutes on phone said it would not work. We then rang Madrid. Again same thing assured us no mobey taken or bookings made, could they try again, after which we were told booking wasn't possible as on one of the return legs a flight time had been altered and would not make the connection.. we then decided to book the Madrid flights. All this took 4 hours. The next day on checking our Barclaycard statement we had been charged for 24 flight's. We then started to try contacting Etihad. After 4 weeks 16 fligyts were removed, but it took almost another 4 weeks for the other 4 to go. The customer service was absolutely disgusting. The man I ended up dealing with has never replied to any of my emails quicker than 2 weeks, which I do not find acceptable. I spent over 2 hours in total on my English mobile in Spain trying to get some sence out of anybody. I have sent a recorded delivery letter of complaint to Manchester and 2 months later I am still waiting for a reply. All this has been through Guest Relations. Personally I think it could be closed down, because they are definitely not doing their job. This is supposed to be a special holiday for my friends 70th birthday, but we have had 3 months of total indifference from Etihad. Reservation codeIUEOOH for travel on 20th January for 4 people. The person I have been dealing with in Manchester is called Ebrahim Hoveizavi, I have been doing all correspondence and I am MRS Lees, yet all but last reply was sent to Mr.Lees, which I found rude so I did mention it in one of my replies. I still think that this is still not fully resolved, he stated in email dated 16th September that I should receive 13.02 transaction fee per transaction. I have received 1 £13.02. I can't believe that 3 months have passed and I am still trying to get this matter finalised. I have spent hours on this matter and don't think the offer of air miles is a satisfactory conclusion

I am really disappointed by the bad costumer service. The airline changed our flight SEZ to JNB (codeshare with Air Seychelles) from the 20th of October to the 21st of October for more than 24hours. We complained several times that we are not happy with that flight change as we have Hotels booked and can t change them. They never responded. We complained at Etihad Check in desk in Mumbai but they only said that we should complain in Abu Dhabi what we also did. The only thing what Abu Dhabi Transferdesk told us is to write an email to [protected]@etihad.ae. We never got an respond on our email. As the 21st of october came up unpredictable i got very sick and had to stay in hospital for a week therefor i wanted to change the flight for a week. For the flight change the lady at Air Seychelles Counter in Mahe airport wants 200€ per Person. Is that in anyway fair ? The airline changes there flight schedule like they want. and i don t recieve a sorry or a compensation but if i want to change i have to pay ?

I have issues with tickets I bought online since August for a trip in November and have been unable to resolve these problems. The tickets are for me, my wife and our daughter to Abu Dhabi and Jeddah from Lagos. My daughter's ticket has a wrong name while the Umrah visa is not available for now, necessitating the cancellation of the Jeddah legs of our reservation. I have made several calls to Abu Dhabi and Lagos offices. I have sent several emails to [protected]@etihad.ae, I have been to their Lagos office all to no avail. Now our trip date is less than 2 weeks and the issues are still unresolved with nobody giving it any attention. I hereby request for my daughter's tickets to bear her correct name: Nasir Roodiyah Adedoyin and our fights schedule changed to Lagos-Abu Dhabi Wednesday 04 November 2015 and Abu Dhabi-Lagos Monday 09 November 2015 My reservation code is JUBTVI.

Back in July 2015, Etihad crushed my luggage on a business class flight from Abu Dhabi to Male. I have written myriads of emails to Baggage Claims and to feedback >> Etihad Feedback, and the best answer I got asked me to fill up a "delayed luggage" form. The latest development is that Etihad has now stopped even replying to my messages. I have all the necessary documents, including a form describing the nature of the damage and the brand of my suitcase. I also have boarding passes and e-tickets. I am happy to include all details on this post, if need be. I just don't understand how a self-respecting company can choose to ignore a so-called "high contribution" customer (I am gold on Etihad Guest) when they flag such a serious incident. I hope this post will help. Jean Imbs

I was overcharged in error £88 on my card, customer service listed to the call confirm refund would be made. I've an email also. Made more than 12 calls held on for so many hours. So many emails. Every time they apologise but do deliver I'm flying next week I intend to visit their office in Abu Dhabi hopefully to get a resolution. Why should I take even more time out. Disgusting!

Regular flyer with Etihad. I recently experienced the worst trip ever. My original flight itinerary was Sydney – Abu Dhabi – Dublin, taking approx. 27 hours. It ended up being Sydney – Darwin – Abu Dhabi – Madrid – Dublin. It took more than an extra whole day. My travel time doubled to approx. 54 hours. We didn't get off the plane at Darwin. I spent 22 hours in 1 seat. This was only the beginning of this nightmare. On top of everything my bag was missing when i got to Dublin. I was another 2 days without my bag. I spent 5 whole days in the same clothes. Of course when i contact Etihad i get the usual sorry sir if you look at your ticket it states... absolutely no help at all. I would advise people to not fly with Etihad as the second anything goes wrong they wipe their hands of the situation and offer no assistance.

Well I have posted this elsewhere and hope I get some resolution regarding Etihad's terrible customer service for their Etihad Guest mileage program. The last time I flew with them first class and had planned to again however: I am sick and tired of not being responded to. I have made several requests to have my mileage credited and my old account mileage transferred to my new guest account member number [protected]. I explained last year when I submitted my claim to [protected]@ that I had lost my old account details, including my old email address, I received no response except a new account without any of my valid mileage claims included. This is honestly crap service. You have all my details on your "Tap" and I expect to be credited for ALL my flights otherwise I'll be going Emirates in the future. Please treat me correctly, not the usual pass this off and make excuses that it is beyond our capacity - absolute nonsense! I have spoken with a customer service rep, Basha, today who has informed me he is passing my complaint up to " a higher authority", whatever that means! I look forward to actually hearing back from a real person about this rather than being totally ignored. Sincerely Chris

Hello, My name is Issam Mohamed. I booked on Etihad Airways recently for a round trip from Kuwait and Egypt, with booking reference "3YYLHN". My trip from Kuwait to Egypt (via transit) was delayed on transit for one night after the scheduled time. The bigger problem happened when I was coming back from Egypt to Kuwait (via Abu Dhabi ) on 20th of September on flight no. "EGY 456" as I arrived to the airport on my scheduled time to find out the flight already left !. I had to pay a huge amount of money to find another booking for me and my family. Also, I made a lot of delay for my work and all of my arrangements were horrible. No I want a refund and I want additional money to recover for my great loss after this bad experience as I did nothing wrong!. I do not doubt your fairness so please contact me back on my email: m.[protected]@yahoo.com or the following numbers: +965 [protected] +965 [protected] +965 [protected] Regards, Issam Muhammad

Hi there, I recently traveled from Johannesburg to Melbourne and back on flights operated by Etihad. I was extremely happy with the services on on the flights except for my last flight on 29/09/2015 flight from Abu-Dhabi to Johannesburg flight number EY 604 operated by Jet Airways. I was extremely appalled by the really old plane that was used. The seat in front of me was broken at the back which injured my leg. While in the air i was unable to sleep as there were numerous sounds which seemed to be coming from the ventilation system and sounded like breaking ice.. To top it all the crew were very unfriendly not tending to our requests saying they will be with me in a few minutes which never happened. Furthermore the crew handed out the incorrect menus, giving us the dinner menu only to find out it was lunch being served when we actually got our meals and hence i did not receive the meal i wanted. I finally reached the conclusion that i should just sit back and watch a movie to take my mind off the pathetic flight but my unfortunate experience was worsened as the touch capability of the infotainment system did not work:-( I dont understand why such an elite brand like Etihad would use such a poor operator like Jetairways. I am disgusted by the service and require an explanation regarding such and furthermore the method of lodging this complaint to senior management. Regards

I've been cornered and cheated by your airways. on Saturday October third I boarded a flight on Etihad from JFK(US) to MAA(Chennai India). I carried a 50 inch tv after checking you website for baggage size but during the checkin the official told me that the size is to big and it is more that 158cm and made me pay 300 dollars fro it. At that time I didnt have a choice so I paid but when I checked today after coming to India. Its size is 126cm http://www.sony.co.in/product/kdl-50w800c So I want my money back and I'm not taking this easily my ticket confirmation number:TNVDEY EMAIL: [protected]@gmail.com

I bought Etihad ticket through sky scanner aplication (Dubai- Sarajevo). It was clearly marked "E" (Etihad logo) and written down Etihad Airways. After I entered my credit card information and paid the total amount 2700 + 150 AED, I received an email with ticket itinerrary. So, after I bought Etihad ticket it was written: Etihad operated by Air Serbia! I went to your office in Emirates Mall the day after, they confirmed the flight is operated by AirSerbia. I tried to change ticket, but there were no seats left with Etihad. Lady who worked on Etihad counter didn't or couldn't give me any explanation why did I buy Etihad ticket and then got an Air Serbia ticket. The service on flight was terrible, obviously low costing flight, which I paid 2700 AED!( certainly the price wasn't low cost as flight!) And in Serbia, Air Serbia crew made a big deal because I carried 30kg. They shout at me that it is not possible to carry more than 23 kg. I've tried to explain that it is clearly written on my ticket that I bought etihad ticket with 30kg baggage allowence. They said they don't care about it, Air Serbia has it own policy! I have never met that rude crew! They threated me like they gave me a ticket as a mercy or something, they certainly didn't threat me as a customer! Even low cost air companies such as Fly Dubai has much much much more professional stuff! I travel a lot by an airplane and this is my first compliant! What made me furious was my totally damaged baggage on arrival in Abu Dhabi! The bag is brand new, it had it's first flight to Sarajevo, and on it return you managed to destroy it! The bag is Victorinox brand, which is great and very expensive brand too. I can not understand how did you manage to destroy it, since my other Victorinox bag is 4 years old and in great condition! After I figure out my bag is damaged, I went to Etihad baggage service! The Etihad officer made a report and told me that they will contact me within 48 hours and they will other fix my bag or replace it with new one. I said fine, I really trusted that officer. (For some reason I thought Etihad stuff is great) I landed to Abu Dhabi on 29th September and today is 4th October! Nobody called me for 5 days! I trully hope you will have a sense for my problem and try to solve it as soon as possible. I really paid too much money (2700 dirhams, I repeat) for this terrible flight! What I can not forgive you is my brand new bag! I really demand the same bag as mine or the exact amount of money for my Victorinox bag. And Honeslty, I hope you have some reasonable explanation why are you selling Air Serbia ticket (awfullll company) as an Etihad Airways ticket. It is not transparent nor ethical. My flight information are as follow: Indijana Mesan, Ms Reservation number: JRFDMY Flight: 5411 and 6043 economy Damage report: FILE REFERENCE: AUHJU10369/29 September/ 0425GMT NAME: Mesan/Indijana TITLE/INITIALS: IM FLIGHT/ DATE: JU800/ 28 September ROUTING: BEG/ AUH COLOUR/ TYPE: RD22RHW

RQID347952
10 June 2015
Dear Mrs. Coetzee,
Thank you for your correspondence.
We value our guests’ feedback and perspectives, so I appreciate the time you have taken to let us know about your experience when you travelled with us on 27 April 2015.
In order to investigate your concerns further, I have requested the Phuket Airport Manager for his report on the events mentioned in your correspondence.
As per the report I can confirm the following;
-You had 3 bags for check in; the first bag on the scale was 27Kilos and the other 2 weighted 41 Kilos.
Total weight was 68 between the 3 bags.
-Check -in staff Ms. Monrudee, wanting to confirm the excess weight she weight all baggage together again and it still showed 68Kilos, with an excess weight 8 Kilos.
- Both of you accepted to paid for Excess baggage for 8 Kilos /9120 THB; following our Excess Baggage Policy, without an argument.
-In addition to the above, we would like to confirm that the Airport Authority certifies the scales at Phuket. In the case there is any discrepancy, it should have also affected to other guests as well. No other complaint regarding excess baggage issues have been received.
Mrs Coetzee whilst we acknowledge your disappointment, and at the same time we have a high regard for your custom, please be advised that, our Call Center agents are more than happy to help guests with any queries in regards to Baggage, prior to travel. We always advise our guests to consult with us before carrying excess baggage, for this kind of inconvenience not to happen at the airport.
I am sure you can appreciate that, Etihad 30Kg baggage allowance is a generous one, and therefore we do not offer waivers for excess baggage. Responsibility for the baggage weight is very much that of the individual traveller.
In view of the information above, I am sorry to advise you that we are unable to offer you a refund of the fee paid. I can appreciate this is not the news you were hoping for and I am sorry that we have not been able to meet your expectations on this occasion.
In closing, I would like to thank you for taking the time to write to us and allowing me the opportunity to review your concerns.
Yours sincerely,
Soraya Tito-Lucero
Guest Relations Officer

For those who are tossing between spending more on flight tickets to fly with Etihad Airlines or less expensive tickets to fly with theoretically less comfortable airlines - do yourself a favour: don’t waste your money on Etihad!

We purchased two return tickets from Sydney to Warsaw:
Sydney-Abu Dhabi-Berlin-Warsaw and back - many flights and plenty of opportunities to enjoy the ‘Etihad experience’ (you would think). But it wasn’t so. Unfortunately only one leg in the entire journey (six flights in total) was actually operated by Etihad: from Sydney to Abu Dhabi and for the remaining flights we were referred to cheaper, often budget airlines, although the price we paid was still premium! And no, we were not advised that it would be so when purchasing our tickets with Etihad.

Although we have a gold membership allowing us to use the Etihad business lounge, at the airport in Abu Dhabi on our way to Europe we were refused the entry. Why? As the rather rude and very snobby customer service officer at the reception desk advised us - because we were not on an Etihad flight! Not that we were given any choice about it!

Funny enough, on our way back, at the airport in Abu Dhabi we were allowed to use the lounge, although flying with a different airline (Virgin Australia). Sadly, the Etihad business lounge was yet another disappointment: small, overcrowded, with too few showers, which most often were dirty, so we had to chase up the cleaners to get the showers cleaned and get some fresh towels. The only good thing about the lounge was that we didn’t have to stay there too long. Apparently, Etihad prizes themselves for offering one of the best business lounge experiences in the world - what a joke! The Etihad guys are either delusional or in denial because of the several business lounges we had an opportunity to visit, the one at the airport in Abu Dhabi was definitely the worst!

The Etihad ground crew and customer service was equally unimpressive. Lazy, unhelpful but with plenty of attitude. We wanted to change details of the final leg of our trip to Europe (swap Warsaw to Katowice, happy to pay extra) but after three unsuccessful attempts to find someone competent and helpful at the airport in Abu Dhabi, we had to give up. The standard response we got was ‘this is not our airline, so not our problem’. And at the end of each attempt we almost felt like we had to apologise to the staff for bothering them.

To sum up, there were three reasons for which we originally decided to ‘fly with Etihad’:

their reputation for flying experience
their reputation for customer service
the opportunity to use the business lounge to make the very long journey a bit more comfortable.

And what an epic failure by Etihad on all accounts!

While waiting to board on the plane back to Sydney we could hear a few English-speaking travellers expressing the same opinions and frustrations, some of them young parents with kids - we sincerely hope they will post their feedback too (and we're encouraging them to do so).

So, to everyone considering flying with Etihad - do yourself a favour, avoid Etihad at any cost and don’t waste your money on their expensive tickets, because their premium prices do not translate to a premium experience.

Daniel and Hanna

Hi,
I Thomas Presti and my partner Victoria Hartley left Melbourne on the 27th on July at 22.40 on an Etihad flight to Abu Dhabi. From there I went on to visit my family in Italy while Victoria left for Manchester UK to visit her family.
I had a problem when I landed in Verona on the 28th of July on flight n. AZ1487 as my luggage was not there. It took almost 48 hours for my bag to get delivered to my address in Italy. I know that can happen and this is not what i am complaining about.
The problem I have is that we both booked our seat numbers online for the flights Melbourne/Abu Dhabi and Abu Dhabi/Melbourne so we could sit next to each other for the 14 hour flight. I believe we booked seat n. 32J and 32K which have some extra leg space and close to emergency exits. From what I recall, all that was mentioned was status confirmed.
On our return at Abu Dhabi on the 14th of August we noticed our boarding passes had different seat numbers and when we questioned staff at the airport we got told that someone had paid extra for my partners seat thefore she lost her place. I dont understand how this is possible. Surely with a status of confirmed, the airline should at least contact you before selling your place to another customer. I also didnt understand that if these seats cost more, why I still had mine. We ended up sitting in seats 26B and 26C which was not a big problem, even if we didnt have extra leg space, as at least they managed to sit us together. I would not have complained had I not checked my bank account. I was shocked to see that I had been charged 1885.58$ for my flight. I believe around 200$ extra. I did not authorize this payment, yet it was taken out of my account.
Over the past 15 years I have always booked my flights online and I am familiar with flights advertised for example at 1000$ that after you include hidden costs ie airport tax, fuel tax. luggage tax etc. become a lot more expensive. However, the final total is what you pay. I can assure you that the total of my flight was 200$ less than what got taken out my bank. Had it been 1885.58$ I would not have booked it.
I therefore ask for a refund of the 200$ not only because I didnt use the seat on my return flight but because I didnt authorize this money to be taken out of my bank.

I have attached a copy of our boarding passes.

If you need any more information please contact me.

email. [protected]@yahoo.co.uk

Yours Sincerely.

Thomas Presti.

Hi
We (myself, my wife and 2 children) have traveled from muscat to munich via abu dhabi by etihad flight (flight no. ey385 from muscat to abu dhabi and flight no. ey3 from abu dhabi to munich) on 18th july 2015. pnr no. txxbpm.

During the transit at abu dhabi, our luggage was missed (not loaded into the flight). when we inquired with etihad staff at munich airport, they said the luggage will be brought through the next flight (which is on next day). we have total 5 bags, out of which they have delivered 1 bag on 19th july 2015 and remaining 4 bags on 20th july 2015. they said we will be given compensation when we report about this at their office in muscat. file ref no. mucey18201. baggage tag numbers are ey424067, ey424066, ey424068, ey424069 & ey424070.

We have suffered a lot as we do not carry any clothes in our hand luggage. we went to munich on a vacation trip & planned to go to austria and switzerland from munich. we have booked several tour packages from there. because of missing of luggage, our total trip got upset and we have cancelled many tours. we lost valuable time and money due to delay in delivery of baggage. visiting europe is our dream. we saved money for several years and undertook the trip with lots of pleasure & enthusiasm to see all the tourist places. because of this problem, we could not enjoy our trip as we planned. total money got waste.

After coming to muscat, we approached etihad office (at the muscat international airport) for compensation. they said they will get the details from munich and call us. but, till now, there is no reply from their office. the response of the staff is very poor and they do not bother our feelings. they say delay / baggage missing is very common in all airways & it's nothing special about.

Please help us.

Meda satyanarayana
Muscat

Dear Sir

please find the attached Ticket details and formal complaint regarding my delayed luggage's and troubles caused by it.

As you see in the Itinerary, we have traveled on 15th June and reached Cochin on 16th June, we have not received any luggage's( 4 bags), my 3 weeks old son and 4 year old daughter and me, were left without any cloths or toiletries and all out essential day today equipment's were missing,

3 has been delivered to us on 18th June, after 3 days and the last and vital baggage was delivered on 20th June

My husband has been hospitalized after a heart attack on 15th June and we were supposed to go back on 17th to London. due to the delay in luggage we had to delay the journey till 21 st June.

we have spent for purchasing cloths and toiletries due to delay and for the change of date of journey due to the delay in luggage, cost me around £3300.00

The mental stress caused, by not joining the ill husband due to the mis handling of etihad Airlines cannot be put into figures.

Hereby i humbly request Etihad to pay me reasonable compensation for the inconvenience caused to my Family.

please note that my rights are as follows as a British Citizen

According to the Montreal Convention, airlines are responsible for the bags they allow you to check in, although their liability is limited.
If you're carrying something valuable, either get a 'special declaration of interest in the delivery of your luggage' from the airline or carry the item in your hand luggage.
For mishandled baggage claims, the liability limit of airlines is €1, 131 per passenger.
This is a maximum limit. Claims are assessed in two ways:
damage or loss caused by delay of passengers, baggage or cargo
damage caused by the destruction, loss or damage to baggage
Damage is considered by airlines to be costs such as expenses incurred by passengers buying essential items when luggage is delayed, or compensation for loss of baggage.

please find the Ticket details and Names on attached document, should you require further details please feel free to ask me.

P.S- i have made number of phone calls to your Cochin branch, honestly they are useless and never replied with any positive outcome.

Booked a etihad flight ticket on 01/08/2015 ey-0280 from abu dhabi to kochi airline reference dolkhq, ticket number – [protected]. flight time is 21:50, e ticket showing seat 07c confirmed, status - confirmed, reached to etihad desk reporting time, the flight for me mentioned above my seat is canceled due to overbooking, I purchased the ticket before 1 1/2 month ago the same day I got e ticket the ticket is showing confirmed for travel, the logic I don't understand from etihad desk rep told me how it will happen confirmed ticket canceled without any information when reach up to airport, otherwise status keep it blank not as confirmed. they are not able to give me an alternate booking for next flight, simple and useless reply all flight are fully booked can arrange for next day. etihad book for me next day 15:15 flight ey-282. we receive a range of awards that reflect our position as one of the world’s leading premium airline brands, including ‘world’s leading airline’ at the world travel awards for five consecutive years. I found this from etihad home page. please keep up if you are really love your customer not like I faced for travel. did this is the best airline I am totally confused?. who will give me the days I lost. it happened mistake from my side or etihad booking officer sleeping these all days, he /she don’t know this flight is fully booked when I purchased this ticket.

I traveled from EY150 from Chicago to Abu Dhabi further EY200 took me to Karachi. My luggage was missing initially than after 4 days finally my bags were delivered. I tried calling the management but there wasn't any clue. We were two passengers and our 4 bags were missing. When I received my luggage alot of content was missing. The clothes I bought, makeup and branded bag. I filled a complaint to the airline with all evidences but they haven't taken any action yet. I had a very bad experience with the airline as it resulted in baggage delay and I lost my precious possessions. I want etihad airways to pay for my loss. I forwarded my complaint to [protected]@etihad.ae

I have had no feedback on my request to Etihad Guest email. I called the number on Etihad Airlines site only to be informed that Etihad Guest department dealing with my request cannot be reach by phone and I should email them, which I have done 4 times now with no feedback / response. After 12 days of waiting for feedback I logged a complaint on Etihad Airlines website. The compliant has also delivered no response. It is unamaginable that a company such as Eithad Airlines cares so much as to firstly not attend to an urgent query and secondly not have any alternative method of contacting Etihad Guest other than email. Futhermore complaints on the site seems to mean nothing as well. I am extremely annoyed and will absolutely not use Etihad in future even if this is the only option available I will rather go by camel. At least a camel responds.

I traveled from Dublin on 13th June 2015 and checked in 2 bags at dublin. Flight's ET42 and ET 218.
But when I reached Delhi on 14th June 2015 my bags never showed up in conveyor belts and after long search for responsible people
we found few people and they made us fill the forms which we submitted along with some custom form.

But we are not given any File No. but just copy of filled form. Please help to get the File Reference Number or the luggage.
They gave us contact number (+91 [protected]) which they are not answering and we are not aware of our baggage status.
Though they assured we will receive calls soon with information. We were around 25 people who have not received bags.

In absence of any File Number I am not able to track it online on Etihad website.
Worst Flight I ever had, and ground crew who does not have any idea what to do. They made us fill form by hand and but never gave any File number but just the copy of form which I cannot use to track the luggage.