Etihad Airways
Reviews and Complaints

Urgent Complaint: Etihad Airways reference: LEOGWF

1. Scheduled to fly back to London Heathrow, UK on Wed 1 Sep 2021 03:15 on EY281 with a connecting flight EY17 on Wed 1 Sep 14:35 from Abu Dhabi

3. Booked these flights on the Etihad website on 7th Aug 2021 and at that point, these flights were sold to us by Etihad on your website as legal connecting flights with the 9 hour layover/stopover

4. Upon trying to Manage Booking on the Etihad website today (Sun 29 Aug 2021) using Booking reference LEOGWF, the Etihad website stated that I should contact customer service and it was unclear why

5. So upon calling the Etihad customer service in India and speaking to Vivek, he advised us that both the flights were canceled and hence our booking has been canceled and we cannot fly as scheduled.

Supervisor was meant to call back on 29 Aug...
No resolution provided and we are left hanging... Customer service gone to the dogs.

Respected Sir/Madam

I am flying from Ahmedabad to Frankfurt via Abu Dhabi.
Date 05.09.2021
(Still I am not in flight)
I already have submitted RCPCR test report (negative), which is not older than 24 hours.
Etihad staff members forced us to pay 14, 000 Rs. for further RCPCR test, which is not required, (and said we must do it again at transit) before giving our boarding pass. And after asking, they replied, it is compulsory at transit to do again RCPCR test, doesn't matter our test report is valid or not.
We asked if we pay at Abu Dhabi, Etihad staff answered, no you have to pay here only. They were not going to give us boarding pass before that.
I am attacheing Reciept of that amount which were taken from us forcefully.
Please share with me, weather is it a Rule or not.
Thanks and Regards.
Neha Mehta

Booking Reference of ETIHAD
YZNHUW Shows Return journey only.Onward journey from Chennai to London via Abu Dhabi is missing.I have confirmed bookings for to and fro vide Ticket [protected] and [protected].My e mail id is [protected]@gmail com. The fact that your so called Etihad user friendly web page is giving more anxiety than rendering help especially when your telephones take more than about 30 minutes to get a response and chat agents too take quiete ling. Could you kindly resolve my issue and confirm. My request is bo change to my confirmed itinerary. Regards

I purchased my ticket directly from Etihad Air Ways. Booking Reference: LQEAGS and e ticket number : [protected] and I was about to fly on September 2 from Islamabad, Pakistan. But I was shocked at the airport that my ticket had been cancelled by Etihad airways for no reason even I completed all travel requirements before departure. I called help center but after holding two hours customer service dropped my line. In the mean time my flights flew and I was left helpless at airport . I am trying to contact help center since than but did not receive any reply on twitter and I made numerous phone calls but after holding for many hours they drop my calls.

From,

MR. CHINNAN NARIKKOT

P.O. BOX: 70120

ABU DHABI, U.A. E

DATE: 31/AUG/2020

TO,  

COCHIN AIRPORT/ETIHAD AIRWAYS

COCHIN, KERALA, INDIA

SUBJECT:  COMPLAINT AGAINST  COCHIN AIRPORT DUTY SUPREVISOR _MR. K.P. SUMITH   FOR  MISBEHAVIOR & INSULTATION  

Dear Sir/Madam,

With reference to the above, kindly be informed that I am a frequent flyer, a loyal customer   of ETIHAD AIRWAYS Platinum Card # [protected]. I would like to get your attention as well as your immediate action on the incident happened to my daughter (Dr. Janaki Narikkot, Etihad Gold Card Member# [protected], traveler (ETIHAD AIRWAYS # EY-247) from COCHIN/ABU DHABI on 31/AUG/2021. 

Since my  daughter (Dr. Janaki Narikkot) is a Canadian Passport Holder and hence  the Visa on Arrival facility is available in Abu Dhabi.  I booked and got the confirmation of Ticket from ETIHAD after calling 2 to 3 times to confirm there is no issue to avail that facility, due to this pandemic situation & Etihad Agent's confirmed that there won't be any issue regarding that and Just make sure to follow all the mandatory UAE Travel formalities i. e; ICA approval/PCR Test and so on.. 

But unfortunately, even after complying all the requirements and despite of following  all the instructions, a dissatisfactory behavior of Cochin Airport Duty  Supervisor - Mr. K. P Sumith towards my daughter as well as to me (thru telephone) really insulted us!... Mr. Sumith was hesitant to let my daughter to travel (even after her completion of on entry passport checking, PCR negative, RAPID TEST etc), insisted that the U.A. E has stopped (Since Aug 20, 2021) VISA ON ARRIVAL facility and therefore she can't travel!.. My daughter was really upset about the final verdict /behavior of Mr. Sumith.. My daughter called me (Abu Dhabi)  to inform  his decision and I spoke to him & tried to convince him that we got her ticket after (ETIHAD) confirmation only,   and they have already e-mailed this to Cochin Airport!.. but Mr. Sumith was reluctant to  hear  it and without checking anything from the reliable source, he talked to me in a harsh way  and insisted that anyone could get ICA approval and boarding pass and it does not count as valid proof for the Travel!. Since he was in an argumentative state of mind, I tried to get it solved thru the reliable source and called ETIHAD Abu Dhabi office and informed about it and they confirmed not to worry and they will sort it out by giving intimation to Cochin Airport and as they promised, even though after a big hassle & exhaustion, we   got the justice!  My daughter got boarded in the flight!.

After all of this  drama by Mr. Sumith, and his realization of the matter, he apologized to my daughter and that act is not at all acceptable and forgivable for US! He is not competent and inconsiderate towards an Etihad Gold member.

In view of the above, kindly warn him & take up a sincere action about this matter. We want to make sure/confirm that this type of misbehavior should not be entertained further by the responsible task assigned Airport Authority to any single passenger!..  Your earliest positive reply/action for the above request would be highly appreciated.  

Thanks & regards,

 

Chinnan Narikkot

[protected] / [protected]

My booking reference RQKSPW, using the Reference number or my e-ticket number to change my return flight booking through Online Manage My Booking is not helpful enough. Many attempts since last few days to sort out my return flight booking.
My brother's critical condition has made me to extend my stay in India.

I have used 24/7 call helpline - ++44 [protected]; [protected]; [protected]

Also no reply to my emails, FB messenger
Very disappointing service for online direct flight booking.
Hope my problem will get quicker help as my planned return flight is book for 04-09-21.
Needed to change sooner

Good afternoon team Etihad airways,

Booking reference:JJCZTA

With Due Respect,

I have never thought to write a complaining letter to Etihad airways as your team has showed extremely unprofessional and unprincipled behavior. We were extremely disappointed on reaching Schiphol{Amsterdam} airport, we heard from airport staff about cancellation of our scheduled confirmed flight.

As per the information on email, my flight was confirmed and we were asked to have our Covid negative {PSR-TESR} done a day prior to our flight.

While I understand that cancellations are sometimes inevitable, Especially in times of pandemic. But this is for sure responsibility of the concerned airlines to re-arrange another flights for the passengers and take action. There is very important reason to travel, we were looking forward to meeting our parents who currently suffering from poor health conditions. Due to negligence of airlines, we have suffered mental stress and have been emotionally hurt as we were not informed before about our cancellations of our due flight.
After several hours of waiting at airport and making lengthy calls with your airways, there was nothing to offer apart from, sorry. I actually look forward to hearing more than just apologies. Etihad Airways should sincerely look into the matter and take some immediate action over the situation and arrange another flight for us.

As for now only my booking from Amsterdam to Abu Dhabi has been arranged by Etihad Airways on 4th july2021 but not any further flights for our final destination Islamabad, for which I would like Etihad Airways to refund, /compensate me the cost which I had to pay from my own.

Hereby I'm claiming the cost I made due to negligence of Etihad Airways cost of new air tickets 1400 euro+ 2nd time COVID test 650 euro+taxi cost 200euros+ staying hotel 300euro+misllenious 300euros... While returning I had face similar problem and had to RE-Book the same tickets costing 100euros and again COVID test plus rapid test costing 175euros. For which rapid test was paid, but no rapid test was done. Total cost 3125 euros.

I can provide all the payment receipt when my claim will proceed further.

I and my family has been mentally gone through a lot of stress and we have high hopes with Etihad Airways we hope that you will help us. If not taken action by Etihad on my case, I will take legal action.

Looking forward to an early response from your end.

Kind Regards

Zahir Syed

w. [protected]@hotmail.com
contactnr:[protected]

My PNR is : UPFVDW

I am due to fly on 13th Sep from Hyd to Lhr..
I just read an announcement on the net regarding all international scheduled flights to be banned till end of Sep ..to confirm whether this affected my flight I called the Indian customer service number and thre was a waiting of 30min before I was connected.

I asked if the flight was affected and she said right now there was no update as to whether these flights would be cancelled.. I informed her that Etihad were not flying from Hyderabd till 1st Sep due to this ban and that I was worried that due to extension by the Indian gov the flight would be cancelled

The Executive was very disorientated and seemed not aware of what she was doing, her manner was not at all empathetic and she was just uttering words without meaning them..

I asked her to put me through to a manager or Etihad Guest relations because this was not acceptable that the airlines did not know what was happening and that customers should be informed directly by airlines rather than having to read on the net..this is very stressful and worrying and mentally affecting customers..

She then disconnected the call and has not even bothered to call back..!
I am disgusted by this service and I'm worried and want to know what is the status of my flight so I can make other arrangements if necessary..

Take this as a formal complaint

My card has been soft charge dated August 20, 2021 2013H. Amounting to 2760dhs. Reference number GAINDU. As per etihad, they release the fund already as this is just a soft charge and the amount will be credited in my account maximum 5 days but till now it is not credited. I called the bank according to them the amount is still on hold on etihads part. I called etihad they just give me the approval code 649824. I called the bank again as per them they need official document for this. But when I call etihad as per them they are not providing document for this as this is just a soft charge and I should be expecting that money to be credited to my account. Which is which? I need that money asap and I can't afford to wait that long because I will be using that money for my husband and daughters flight. Kindly do the needful. Whenever I'm calling etihad customer service, it's taking too long to answer my call and still this issue hasn't been resolved for a long time.

Dear sir/mam

I had returing ticket of 25jul 2020 from washington dulles, boeing 787-9 jet
To dubai and nepal for all details I have uploaded the booking ticket. Due to the pandemic you people stop the flight and we booked the other airlines and its my right to get the refund from yours, but still we are not getting. So plz kindly do the needfull

Dear Team,

Booking date -25-Aug-2021
Travel date-17th Sep-2021
Details- AUH to SEZ (return)

Issue : Cancellation
Online cancellation not working. Online cancellation fails saying call us to cancel your booking. Your call wait time is 2 hours each time we call, Its been over 12 hours ive been trying to contact the etihad contact center and not able to get through yet. Please advise some other faster, more effective way of cancellation and refund considering your cancellation button on the website is just for show

Hello,
My name is Bhavesh, I have a complaint about Etihad Airways.
I booked a flight with them for my family in early 2021 to travel in July 2021.
Capt Etihad changed the schedule, which forced me to cancel the flight.

When I spoke with Ethida customer service I was told they would refund the full amount to me as Etihad was changing the schedules.
Etihad customer service also told me that the refund should be made within 45 business days (this was May 25, 2021).

I have provided all required information, bank details, booking details by phone and email to Etihad.

However, after almost 3 months - I haven't received my refund.
I have tried speaking to Etihad twice and each time they mention that the request is being processed without any firm confirmation of when the refund will be issued.

I am stressed because the amount is over 3000 euros and I need the money.

can you please provide assistance on the options i can choose to push Etihad to pay my refund.

Thank you.

My name is Mr. DAUD MOHAMMAD/Aslam, my ticket number is [protected] I was flying to Lahore 30th January 2021, flight number EY18 connecting with EY 243 when I got the air port I was denied boarding because my PCR was 70 hours old.
I want to notify that Etihad website said up to 96 Hours, ever since I'm trying to get refund of my ticket through my travel agent and had NO successes.
Can you please remove remarks from the reservation system that it's a NO SHOW. This wasn't a NO show as I was there well before the time.
I enclosed copy of my PCR and website.
Daud Aslam
should you need to get in touch my UK phone number +[protected]
email address : [protected]@hotmail.co.uk

Refund
Pervez Akhtar
30.St.Winifreds.Ave
LU3 1QT
24/08/2021
Invoice Number: 4557220
Booking reference: 34XEW4

As it so happens that your company, travel trolley, was highly recommend by close members of my friends and family. On their recommendation I did an internet booking on Wednesday 03/02/2021 to go from Heathrow Airport to Dubai, from Dubai to islamabad return. I also was in demand for a full payment on credit card of £1596.16 and the booking was confirmed. Unfortunately, due to no fault of mine, Etihad Airways cancelled the flight. So therefore, yourselves, and Etihad Airways agreed to refund all of my money. Each time I was told by travel trolley agents that I should wait 2 weeks and then to ring back. On each occasion, I was promised that the refund would be put back into my account but for the last 4 months I have received nothing and all I have been told is lie upon lie. Yesterday, I spoke to one of your colleagues who instructed me to ring Etihad Airways and to find out what has gone on. I in return wasted 4 hours on the phone, finally, Etihad Airways picked up my call. I spoke to Mr Petar, who then looked into my account and told me that all refund had been already passed on to yourselves. in return, I then rang today at 11 o'clock and I spoke to a Mr Kamil who then also said the same thing, that Etihad Airways are lying, and that I should contact them again. It is not my duty to start chasing the mouse. I had also asked Mr Kamil for a request to speak to the manager who promised me that by 2pm today, I would recieve a call back but as usual, another lie. Now you leave me no choice but to request a legal battle, and also I will instruct trading standards of my position so once again i am requesting yourselves to return my funds on the promise that I have done onto yourselves.

Awaiting your reply,
P Akhtar

The level of commitment is so disappointing and not the Etihad level I used to deal with
I received an email and SMS (attached) mentioning that the flight will get delayed for 2 hours bearing in mind that the passengers are two kids which made me rearranged my kids transportation and lots of depending events
But I thought to double check with the call center, I called Mr Ahmed at 11:52 Abu Dhabi time after failure to reach the economy options where I waited for ever so I decided to recall and choose the first class option
The surprise was that there is no delay in the flight and it will departure on time. And he checked for three times
Why would a well known airline send misleading information through email and SMS.
And know the whole family is confused, and unsecured. We don't know what should we do know.
Please advise on whats the right action and who's mistake is this

So disappointing

Good day EY,

I submit this complaint on behalf of my client, as to date we have not received any form of feedback from the airline on the number of emails we have sent to you, which included the below:

Ref: HVRNAF
Ticket Numbers:
[protected] - Original
[protected] - Original
[protected] - Re-issued
[protected] - Re-issued

• We submitted tickets [protected] + [protected] for a full refund through BSP Link in March 2021.
• We received a rejection to our application in advising that the fare rules applied to the ticket.

Please note that we dispute this based on the following and request a waiver to proceed with the application of a full refund:

1. Clients were booked to travel originally on 19 March 2020, from Johannesburg to Abu Dhabi, return on 29 March 2020
2. Due to South Africa entering lock down and our international borders having been closed from 26 March 2020, these passengers only option at the time was to change their travel dates. They moved their dates to travel in July 2020 and the tickets were re-issued as per the EY policy at the time.
3. On 8 May 2020, the flights booked were UN'd by EY.
4. Our client then chose to wait until our international borders re-opened to rebook and to see when EY would begin operations again.
5. On 01 October 2020 EY announced that they were suspending their flights to South Africa until 31 March 2021 and were closing our local EY office.
6. To date, there is no indication of EY returning with scheduled flights to South Africa
7. It is for this reason, that the customer requested that we submit his tickets in for a full refund

I refer to the following policies that are currently in place:

1. https://www.etihadhub.com/en-ae/news/route-cancellations-and-available-options-for-guests - Route Cancellation policy
o As per your website:
o "With additional route cancellations and suspensions announced, please check the updated list of rebooking options with approved carriers. These options should be offered to the guest only if there are suitable connections available. For carriers where RBD is not highlighted, settlement is only on the Economy RBD. If the above rebooking options are not suitable to the guest, the unused portion of the ticket may be refunded"
2. https://www.etihad.com/en/travel-updates/all-destinations-travel-guides - Confirmation that you are not currently operating to our country
3. https://www.etihadhub.com/en-ae/news/global-covid19-waiver - COVID Waiver
a. As per your website:
b.
c. Guests are also entitled to a refund:
• Refunds are permitted for all future bookings with an original travel date on or after 1 October 2020, where any of the flights on the booking have been cancelled.
• If a Guest tests positive following their COVID-19 PCR test or where travel is restricted by government regulations and the guest is unable to travel, they are entitled to a full refund.*
*If a guest tests positive for COVID-19 and they are unable to fly, to receive a refund they must present their positive COVID-19 PCR test result in line with country regulations, i. e the test must have been conducted 48-96 hours before their flight from an approved government facility. If the guest is unable to travel due to government travel restrictions at their point of origin or destination as outlined at etihad.com/destinationguide, a refund can be requested a maximum of 14 days before departure.
Travel agencies have to raise an email request with the nearest Sales Office in the region along with a copy of the positive result. Once the waiver is approved, a waiver code will be provided which must be updated along with the request for refund in BSP application by the travel agent.
Tickets refunded due to flight cancellations/misconnections must be endorsed with REFUND followed by the reason for refund in the endorsement box (e.g. REFUND DUE FLIGHT CANCELLATION/MISCONNECTION).

Based on the above, I think you will agree that it is unfair to impose a cancellation fee to the client when he is unable to utilise his ticket on EY, due to a) your flight suspension of his ticket in June b) your network suspension to South Africa.

Please may I ask that you reconsider you position on this refund and provide us with the necessary waiver endorsement to proceed with the full refund application.

Dear sir
Ref KRGPPC

I hope this email finds you well,
I am saddened to inform you that my mother (azza ibrahim) who Frequently travels with Etihad due to their superior and sustained customer service has suffered a series of unfortunate events to whom i contact customer service several times and to no avail.

Mind you althought Etihad flight from Lax was operated by jet blue i am an etihad customer that needs assistance a a soloution to my current situation

1.On the 17th in alax
Dr ibrahim at the jetblue counter was informed she was not allowed extra luggage she called me and i called etihad customer service twice to which they told me otherwise and tried to contact jet blue after failing
I contacted my mom and spoke to the counter assistance she informed me mom was allowed 1 extra piece of luggage due to the new etihad rules i explained to her that this was not what i was informed of after almost 90min the made her pay 300 dollars per extra piece (600 dollars) and claiming that the other 2 peices were extra weight avove 23kilos (which is not our buissnes limit ) she made her pay 600 dollars extra lauggage
Attached is a screen shot of credit card from bank
2. The lady at the counter had the pcr test required and said she didnt qnd asked my mom to go print another copy this time she refused to speak to me even on speaker and after 30min i asked my mom she hands her back all documents and after my mom searched she found them within the documents handded and showed to her she lightly appologized and dissmesed the situation lightly
By then my mom was already exhausted and confused mind you she suffered from aback problem to which she receives medication that make her sometimes a bit drowsy and confused

Unfortunately on boarding the flight she forgot her purse with all her documents and passport credit cards, id cards a

3. On arriving to when the weel chair employee was taking her to etihad terminal she informed him she couldnt find her purse in her carry asked him to stop and search after sometime he was very nervous and just drooped her off at baggage claim,
They said that there was nothing to do
4. We contacted the police of newyork thankfully they send someone and handled the situation and after involving TSA and jet blue they approved she travel back to LAX with out id i just had to buy the ticket online which coast us 19000dollars however strangely enough the extra 2 pices were for 150 dollars each and no extra weigh was charged

5.etihad finally called 10min before fligh tqke off asking were my mom was informing them of the situation they said that her baggage was at their terminal and she needed to claim it herself
Nothing else not offering any thing in assistance
No flight to lax no money to pay fromnher extrabags to flight them back to la knowing that had to be done either by a physical card or cash, no food voucher nothing

TSA got her water and food
A lady helped pay for the lauggage and i sent the money over from egypt and bought her food as well as the ordeal took more that 24 hrs.

6. I tried calling you customer service number in egypt it keeps dissconecting or no answer
I called customer service of usa international and was asking how to resolve the situation qnd if i can get escort in Abu Dhabi aiport so they take her to the buissness lounge and then escort her to her last flight back to cairo they said they werent sure if such service is avilable and they will get back to me No one called till now
7. I called again was informed that customer service didnt have the resorces to handel it and i needed to file a complain on the website i qsked to speak to qn etihad manager to which thankfully the agent sent an email with hower when i asked for a refrennce number they said there wasnt one the reffrence would be the reservation number.

Please tell me what we should do she needs to travel and i need an escort in abu dhabi with weel chair assistance im trying to manage the booking here but its complicated and im getting no answers from customer service.

We (2 couples) landed at Abu Dhabi airport on 13th August 2021. The connection from Abu Dhabi to Dubai was supposed to be a bus and as part of the ticket. This was a complete FARCE. The Etihad staff member tried to be helpful but he had probably 100 people or more to put on 1 bus which was not event there. There was no information as to what happens to the people who don't get on the bus. We had already been at the airport 3.5 hours before we managed to get permission from the authorities to travel by taxi.
We are now on our return doing the same thing. Getting a taxi from Dubai to Abu Dhabi, obviously at our cost. Etihad has let us down very badly.

Hi. My flight ey535 auh to bey yesterday August 15, 2021. Reacher Beirut and unfortunately without knowing the reason my luggage did not come. Reported. And they told they will update within 24 hrs. If bag came. I need to go and pick it up? Really. Now I got call that it reached airport so I need t to their tom. Back and forth to pick my lost luggage, which is not my fault. Can I file a formal complaint and appeal for the expenses I made? Clothes. Necessities. They don't give anything or assist, at least the basics. So ill get my luggage Tuesday. But I'm staying here for5 days only.

my ticket with Etihad is pending since last year which was booked through http://musafir.com and now when I request for rebooking am getting the reply saying seats are not available. I was expecting that Etihad airline is clearing last year's pending tickets on priority. The flights from my route have started on the 10th of this month and still, you people cannot Rebook my pending ticket.

Expecting it to be booked at the earliest