Etihad Airways
Reviews and Complaints

My complaint is about Etihad not refunding me for a cancelled flight after over 2 months of requesting a refund (03/04/22) and sending the full new bank details for reimbursement (23/04/22). No bank transfer arrived yet and only an expired voucher (valid only for one day from 24/06 to 25/06/22).

I had initially a booking to travel roundtrip from Brussels to Bangkok via Etihad for the 01/05/20 to 10/05/20 (reservation: UYDCAR), paid entirely by credit card. Flight was cancelled because of Covid. On the 01/06/20, i received a travel bank refund (voucher of 495,41 EUR + 54 EUR) valid for 365 days.

On the 25/05/21, i used all my travel bank credit (voucher of 549,41 EUR) and additional amount paid by card for fare difference of 149,4 EUR to buy a new ticket for the 07 to 18 april 2022 (reservation: VFYRYA).

On 20/12/21 i received an email saying one leg of the flight was cancelled and i got the option to request a refund.

I sent a refund request via email (03/04/22) and full new bank details on the 23/04/22 and no official reply, only via messenger after insisting. They said i was going to get refunded in the original means of payment, meaning 549,41 EUR on voucher and 149,15 EUR via bank transfer.

On the 24/06/22, i got an email saying i have a voucher again for 549,41 EUR but no clear message saying until when it is valid, they answered me today (27/06/22) via email saying that i have no credit. The voucher of 549,41 EUR was only valid for one day until 25/06/22. Until now i received no bank transfer for the 149,15 EUR they claimed to reimburse and a voucher that expired (only valid for one day).

I request Etihad pays by bank transfer a full refund (voucher value + 149,15 EUR paid for fare difference) at the shortest notice, since already 2 months passed from my complaint. According to the regulation the passenger should be reimbursed at a shortest notice and can choose the means of reimbursement and i don't accept to be reimbursed again via voucher.

i had booked 2 tickets for my parents visit from mumbai to abudhabi and return on etihad airways website.

date of transaction : 23-dec-2021

the transaction was unsuccessful but the amount got deducted from my account. no ticket was issued nor any booking reference number email came from etihad airways.

i had raised the issue for refund with etihad airways and my bank .

it has been now more than 5 months that I have not yet received my refund from etihad airways.

my bank has already released the amount to etihad and now etihad has to process from their end for refund.

i have been following up with your customer service department and every time I only get false assurance of the matter getting solved immediately.

i have emailed them the supporting documents for the same 3 months back and when I call the customer service for acknowledgement , they every time just assure to call back in 2 hours or ask me to call back after 96 hours. this has been a very bad experience for me especially since i am regularly using etihad airways for my travel. the latest reason for the delay they told me is that the transaction routes from different countries, so there might be third party involved and their back up team is still trying to figure out what happened.

i cannot accept this reason as i made the booking on their website not through any thirdparty or agent. whatever happens on their website is their responsibility.

i sincerely hope to get help with this problem and help me to get back my refund as early as possible.

I had booked a ticket for self and family to India way back in Jan 2022. Etihad kept on rescheduling the flights and suddenly cancelled the main leg and kept only the return leg. Upon calling was informed that there are no flights available in July. So the entire ticket was cancelled but the seat reservation piece was not refunded.

Flight PNR was MLNICC

The travel dates were 30th June 2022 and return date of 22nd Aug 2022

Dear Sir/madam,

I am a frequent flyer of Etihad airways. My Etihad quest no. [protected]

In December 2021 I have cancelled my ticket bearing ticket No. [protected].

From then onwards, I have been calling the customer care to refund my ticket amount but till date nothing realised.

I have paid in two payment methods:

Through travel bank: 1049/-SAR

Through Visa Card: 2368/-SAR

Travel bank money was refunded in the month of April.

Payment made thru VISA card is still not received and I am consuming lot of time calling customer care which has proved useless.

As I am fed up with following up. I am writing this mail for swift action. If not complied within two weeks time, I will be filing a complaint with GACA as a last resort.

Looking forward to your replay and refund.

Muzaffar

Dear Team mid of may 2022 you took my request for refund, after 7 days your team promised me to get my refund from your call centre, give me the result, do not keep delay again, I am asking my paid money, please try to understand, delay making for customers is very painful, more than 30days after again I need to wait what a comedy with valued customers. Sorry to say I could not able to wait again and again, so give me my refund money as per the may month request which I given to you. You received my money and doing like this is very bad effect.

I received my email june 05 th and its mentioned 28 days that also I could not afford me so I need my full refund money keeping holding why, now you do not have same destination any flights that is not my mistake so last month may your supervisor agreed to get my refund after 7 days kindly check that call recordings, and trust me and give my money what I given to your Ethihad.

I never use your ticket due to covid -19. I kept for Open Ticket.

Thanks Suhail Yusuf Mob [protected], [protected].

Full ticket Refund money complaint and contact centre given my request to process refund full amount of my ticket and today I called call centre its refused everything so please check my may 13 th call centre I request call recordings please check it

my covid time Etihad ticket ref no [protected] Etihad, Actually I called last month (like the date is 12 th May 2022) - from my calling no is [protected] / [protected] - and requested to make a new booking but your call centre informed me that time but no availability for this ticket for June, July and August 2022 to the same destination so he happening this supervisor and informed me to refund the full amount and he promised me after 7 days it will be processed. Then I informed to process that day to your call centre one gentleman he took my request. I spend more than AED 11 / (half an hour) for calling your call centre special call centre no. Then I was waiting few days and I called your call centre today (dt 05-06-2022) also but then your call centre team, one lady informed me no request like this and she is refusing to release my money and I informed her to file the complaint about recording line which was in your call centre team then she is checking with her supervisor each one minutes and she is holding so long time my mobile balance was out of money its closed, and I called her and hold the line one hour and I spent aed 20 for this call.

Your reputed ethihad airways call centre making issues with customers and loosing so many problems I am facing with financially and timely I could not able to process my ticket full amount refund which he agreed last time. So I need the ticket to travel the destination and makes the register the complaint to for both call centre staff. Today I called mobile no is [protected].

kindly do the needful and help the ethihad ticket taking customers.

me and my wife and childrens using this ethihad ticket always never ever happened before like this issues. your reputed airlines killing me and its painful for me, do the needful,

Kindly check my recording line and trust me. today I called her she is not willing to take my complaint and refund process she is keeping the line holding so long time no proper reply always checking with her supervisor, but I requested her to connect to supervisor and she did not do this and my balance was out today, its painful for me such things happeneing from Ethihad airways. today supervisor call recordings checking time is 14 days to 45 days and that result will be delay. so kindly check all call recording about my conversations and do the needful.

kindly immediately check my call recordings.

Thanks

Suhail Yusuf

Mob [protected]

suhailyusuf. [protected]@gmail.com

Thanks, we've received your feedback. Your case number is [protected].

I had a flight from hyd - ord with reference number jegaqp I had covid-19 just before the travel because of which I couldn't travel and called in customer service and submitted my report. They have approved my request and said would refund the whole flight charge to my bank account and asked my bank details which I shared with them. They said it would take 45 days to get my refund after that on 45th day when I called they said they are missing swift code for my bank which I shared at that moment and they said it would take 7 - 14 days from that time and I called in again after 14 days to check my refund status and they again took me back to day1 and asking if I submitted my covid test. I had informed everything from starting and he again said me to wait 10 days to get my refund. This is being ridiculous that they aren't refunding my amount and not giving proper update and I had to spend hours to explain every customer representative. They do not have proper information and they seem to be less use full. I know they have the transcripts of our conversations with them promising me a full refund. I have had extremely poor service and have spent many hours on the phone.

I write in total disgust at the way my family travelling by Etihad from Mumbai to London via Abu Dhabi were treated by the ground staff at Mumbai International Airport with regard to their baggage.

Etihad ground personnel Ms Prachi, Ms Kajal and Mr Sachin were the ones who not only do not know the first thing about customer service, they were downright abusive to my family, by using threatening behaviour.

My family travelled on two trip locator references GBXNKB and WRGOEF.

At the check in counter at Mumbai on their return flight on 18 April, they were told that the check in baggage was actually 10 kg less than their total allowance and that their hand baggage was within the ticket allowance of 7kg + 5 kg.

However, at the boarding gate when they were just about to board the flight, they were stopped by the above three personnel and their baggage weighed again, this time with a crude hand-held device, the readings of which were not disclosed to my family. My family was simply asked to pay Rs16,000 excess for overweight hand baggage! Else they were threatened with offloading their entire baggage and they would not be allowed to board the flight!

Prachi was in particular very threatening and abusive to my family. She went on to tell her colleagues that since we will give them a bad experience rating of the Etihad experience anyway, it would be better to offload them (as if it was her god-given right to offload passengers who she imagines would give her a bad rating...!)

Sachin was rude by asking could my family not see that the baggage tag for the hand luggage was written as 7 kg...it was 7 kg and we were ok with it because it was correct! we were allowed 7 kg as per our ticket plus an additional 5 kg...all written on the ticket!

Kajal immediately brought the card machine and was the one who told my son not to throw any excess baggage as we were already charged (when she had clearly not charged them yet!)

This is not the first time we are flying internationally to be abused by these three.

This is total abuse of power and a direct threat and harassment, leading to severe mental distress!

We want to know what action you will be taking against these three personnel please?

If there was a weight issue, why wasn’t this pointed out at the check-in counter itself? And how could the person at the desk say it is 10 kg underweight and also put tags on the baggage which said the hand luggage was within the 7 kg + 5 kg allowance as per our ticket but the hand luggage suddenly miraculously became excess baggage by the time they reached the boarding gate? We also could have easily shuffled the weight to check in more as we had 10 kg spare under our allowance there.

I must point out that staff on board the aircraft itself, namely Joanna and Lester, were exemplary in their sympathetic understanding of the issue when my family narrated the unsavoury incident to them after boarding the aircraft. They took great care in ensuring the rest of the trip was comfortable.

Joanna has also promised to drop a note to yourselves explaining the situation. Apparently, we were not the lone victims of Prachi's abusive behaviour.

As this extra baggage was not legitimately charged by Etihad, but we had to pay under threat of being offloaded at the last minute, we request the following:

1. A full refund of this amount INR 16,750

2. The strictest possible internal action against these three personnel - no other hapless passenger should suffer the mafiosi tactics of these three ever again!

My family and I are UK citizens and we will ensure we knock on all doors within Etihad to get full justice as allowed by law for ourselves and ensure we get an apology from the concerned persons!

We are hoping it would be sorted by writing this complaint as I myself have been a very loyal customer of Etihad over the years and really enjoy flying with you, at least till now!

A reply back from the Etihad has now instead blamed us for not following baggage policy (when clearly we were!).

Hoping this will be addressed soon.

I'm very disappointed with Etihad's customer service quality.

I had filed a complaint on my baggage damage in Jan 22 via Etihad Guest Portal. After multiple follow up for more than 2 months, in April I had finally got a reply that I'll be reimbursed for my damaged luggage.

I had submitted the necessary documents and again with follow up emails and despite speaking the guest relations team, I'm still not getting any response on my refund till today.

Dear Sir,

My husband and myself were passengers on your flight EY18 to Sydney via Abu Dhabi on 11th May 2022. All passed very well, without any delays or hold ups. The problems arose on our return flight on 31st May. The plane EY19 was delayed at Abu Dhabi airport. The plane should have taken off at 08.20 1st. June. We had boarded the plane and were waiting for departure when an announcement was made saying take off would be delayed due to arriving passengers. Take off was delayed for more than 30mins. This impacted on our arrival time at Heathrow.

At Heathrow we experienced a further 40mins wait for our baggage to arrive on the carousel.

We had advance train tickets for our journey home, and in normal circumstances we would have caught our train without any problem. Unfortunately, due to the lateness of our arrival we missed our train by only a few minutes. We were obliged to wait 3hours and pay an extra £25.50 each for tickets.

Etihad ticket no.[protected]

Etihad ticket no [protected]

Dear sir,

I flew back with my wife on EY9 from Abu Dhabi to London yesterday. Having tried to check-in online 30 hours prior, the online system was not allowing the selection of seats. Having tried multiple times in the day, still no success, except the message told me to check in at the airport.

I reached the airport 3 hours early to enable check-in, only to be told at the desk that the flight was over-booked and they could not allocate us seats. I was shocked and requested the manager (Ali) to explain what is going on. He gave some excuses of operational reasons, and said I could travel on the 2am flight which was 12 hours later, getting me Heathrow today 6.45am. I mentioned to him this would be not acceptable as my wife risked losing her job for not getting to work due to this delay. Ali asked us to wait for 30 minutes and he would see what he would do. At this point my wife was very upset and stressed. Half hour passed and I had to chase Ali again. I asked him if the flight EY9 was taking off, he said yes. I then asked, how many passengers have been singled out and not allocated seats for something they have booked and paid for. He said once again operational reasons, he cant put me on the flight and the 2am flight was the only option. But again asked us to wait for another half hour.

Anyway eventually whilst flight was boarding he managed to give us boarding passes for the flight. My wife and I really stressed at this point had to run to the gates and we were seated away from each other.

Reason I choose Etihad airways was not to experience such a situation and because of the good reviews I had read. But my otherwise great experience in Abu Dhabi was ruined by the stress we have to endure. I need to understand why such an occurrence happened, and whilst you take passengers mobile numbers, you did not alert us in advance of this?

Thanks

Rashmikant Pandya & Paru Pandya

I travel back from Abu Dhabi to Manchester on 29 March 2022. My flight had been changed many times during Covid and eventually we managed to get away. I booked economy space seats at an extra £45.30 each for me and my wife. Total £90.60. When I got to the airport in Abu Dhabi my seats had been changed to Economy basic. I went to reception and they fobbed me off stating I will have to take this up with Etihad when I returned home. I have contact and spoke with Etihad and I have had various responses from the seats are none refundable to promising in me with a full refund for the £90.60.

I paid extra money to Etihad and they did not provide me with the service I paid them for. If it was my fault I would expect to lose my money however they have failed to do the right thing and reimburse me for the service they failed to delivery by over booking the seats. I know they have the transcripts of our conversations with them promising me a full refund. I have had extremely poor service and have spent many hours on the phone.

Dear Sir/Madam,

ETIHAD TRAVEL BANK Service IS A SCAM -

They have said that they will not refund my Cash Payment; eventhough I have not used it, or their services, or received any item from them.

I paid about £403.00 to ETIHAD AI using my Credit Card (Capital One) to get a Credit of 50% of my Cash payment added to my initial amount.

They placed it into a 'Travel Bank' service.

I have recently received an eMail from ETIHAD stating that 'my credit' will be cancelled if it is not used shortly (they have said within 2 years which is ending shortly).

Well, I never gave credit. I gave cash.

I understood that they gave me 'a bonus credit on top' of my Cash in their 'Travel Bank'.

I called to have my INITIAL CASH PAYMENT REFUNDED, but

they said I was denied.

they said the reason was that I was paying for the 'service'!

Flights on the Etihad website where unavailable at the time I may have travelled to Hong Kong.

When I asked about flights to Hong Kong (from Manchester) he said they where available !

When asked how much cost?

He said, £6,800 to £7,000 - staggering ! RIP OFF !

One Way and not business class ! This is unbelievable ! I said it is a 'rip off' !

I have to ask him 3 times to confirm this ! He said go to the web and look.

Previously, flights where £500 to £800 for Return, Economy!

Well, I received nothing! I made no bookings! I was never aware that I would loose any money, especially my cash payment using my Credit Card.

At least, maybe they can cancel the credit and keep it; but not cancel and keep MY CASH !

I humbly request that they ETIHAD AI REFUND MY CASH PAYMENT of £403.55

Yours faithfully, Michael

eMail: [protected]@hotmail

Note 1). I requested to speak to a Manager and also to make a Complaint to the 'help desk'.

They did not let me speak to a Manager and also Did not give me a Complaint Reference Number because 'he' said it was an Internal complaint and they do not give such.

He advised making a 'Feedback' by using their website when I requested How to Make a further complaint. (Direct Complaints are not available via website it seems as their Search show 'none').

Note 2). i have not booked, nor have I travelled using this 'Travel Bank service'.

I have not travelled (I had to click a travel date in the box on this form.

I have received an email confirming a flight ticket #VISXKV which I did not authorize. I am located in the US and the flight is a 2 ways from Abu Dhabi to Hamad on 5/24/22 and return from Hamad to Abu Dhabi on 5/27/22. Upon trying to cancel this flight online it was asking me to reach out to them.

Friday May 13th 2022:

I contacted an agent on the general number and requested to cancel and simply said we have no access to do so it is best to try on the website.

Monday May 16th 2022:

I Spoke to agent and explained that someone booked a ticket under my name and that it was a staff as I have no ability to cancel it on my end or on the portal.

She mentioned that the credit card used ended with 0000 which is a ghost card usually used by corporate companies to hide all CC information. She referred me to the number +[protected] for the Staff department. I have contacted the number and received exactly the same agents without staff access to cancel the flight just to get charged with $50 dollars extra for calling internationally.

Tuesday May 17th 2022:

I Spoke to Kaushak Nanda an agent and escalated the matter to his supervisor Aib Ahmed (Banglor India). I Explained that no Booking was approved/made on my end and that there was a breach of privacy on their end. Aib Ahmed promised that they will escalate the matter to the legal and fraud departments and I would be reached back through email.

I am still waiting for a response from either their legal or fraud deparments to find a resolution to this.

On 19th April we received an email to say our flights have been changed to the 2nd may. we did not authorise this change. upon speaking to an adviser we were told that a call was made to etihad for the change but as i stated earlier we did not request this change. In order to change the fights back to the original date we were charged over £900. no proof was given that a call was made nor was any explanation given. we believe this was a company error.

Hi,

I am very disappointed my experience of recent flight EY242 LHE-AUH on 9th May 4:50AM. We were issued boarding passes, cleared the Immigration, got the exit stamp and waited till 7AM after that we were told that flight has been cancelled later rescheduled for 10th May 2:30 AM (22 hours delay).

We cancelled our boarding passes, collected the booked baggage and went home after wasting 10 hours on airport. Surprisingly, when we came for the rescheduled flight (10th May 2:30AM) it was delayed for 1:30 hours as well.

Besides the psychological stress I struggled with, I experienced office backlash, hectic journey and bear extra travel expenses. I am really frustrated to use Etihad this time.

Etihad Airways is processing a refund for flights between London UK and Brisbane Australia from October 2020. These were initially rebooked for October 2021 and then refund agreed due to further cancellation due to COVID. The value of GBP1703.32 was debited from the Travel Bank account on 5 January 2022, but funds have not yet been paid to me (Barclaycard VISA). Please complete this refund

Original flights VQSBCA; new reference JCGQOP

Travel Bank Account #[protected]

Email address [protected]@gmail.com

Sir/madam

I would like file a complaint to refund my ticket ,it was 1 sep 2021 flight EY 242,

Ref MWQJOF

Was cancelled, until now its 9 months already but refund nothing,I ve co reaching the agent to whom I bought the ticket,he has baan never helped full neither Clint service brussel, I ve called the them multiple time ,but use less,I travel always etihad airways it never happend like this, but now it's too much,so big company take so long to verify n refund my legal money,I request u ppl to help me to refund me plz

With kind regards

Khan nasir

Date of birth 07 April 1978

Belgium

We purchased an offer through Etihad airlines at the times of covid pandemic during the year 2020.The offer is to give 50% of additional value to a customer that purchases travel bank funds during this period and will able to use to buy air tickets..

Due to covid restrictions the travel is not fully functional and most of the travel bank accounts are expiring by June 2022.

Reached out their zero customer service several times and finally learned that they will not extend the expiration of account and has to be utilized with in the expiration period.

When I looked up the prices to book a ticket 11 month from now and prices are ridiculously 100% higher than other airlines carriers like United or Emirates.

This is totally a rip off and they should come out with proper explanation why the prices are 100 % higher than other carriers( I looked to book a ticket to India 11 months from now and the price quote for a return ticket is $ 2850 and other carriers are charging $1250 to $1475. How this increase in price is justifiable. They are forcing customers to utilize the travel bank account and charging 100 % more than other carrier. Never use this unfriendly and unreasonable carrier.

We booked a flight with Etihad for Riga with one stop over at Frankfurt for yesterday. When we tried checking in at the airport, apparently one stop over was changes to two stop overs with an additional 3 hour transit at Budapest. No information or support was available at Abu Dhabi airport at Etihad counters. They were saying that its not their problem. Its Air Baltic that changed the plan. But we booked with Etihad using their web site and Etihad should be responsible for this change. They should have sent us an email or called us, we could have cancelled and book different flight. we paid more to avoid two transits.

On top of that, they sent us back and forth between their help counters and it took us more than an hour to check in. They were happily suggesting that if we wish we could cancel this flight. There was no apology and they seem to be fine with the chaos. After going back and forth, we pushed and managed to get the boarding pass for Frankfurt to Budapest but not from Budapest to Riga.

This is really poor service by Etihad which claim to be one of the best air lines. Support at the airport was pathetic and they did not seem to be bothered by the stress we were in! This should be reimbursed!