Etihad Airways
Reviews and Complaints

I booked my parents flight: Booking number : HGRLAB through CheapOAir: from Mumbai to Toronto via Abu-Dhabi
1) My parents passport does not have Surname but in given names have 2 names which they use as first and middle/last name
2) While booking I used first name and last name from given name as its mandatory.
3) On August 4th I paid extra money ~1060 CAD for extra leg space for my parents
4) On 20th September while check-in I called Etihad to confirm if the names are as per passport as surname is empty. They told me to file a request via CheapoAir for name change, 6 hours before the flight. I asked them 2 times, that I paid 1060$ extra for the seat, that won't be effected if the name change happens by offloading the tickets
5) CheapoAir tried to change names (add FNU as first name and last name as given name) but Ethihad did not change it, on the other hand they changed my parents seat number and moved to it less leg space.
6) My parents are tall and old, thus I paid 1060$ CAD to get extra leg space for 18 hour journey
7) while talking to customer care for refund, they told me they cannot guarantee as the tickets were offloaded. I reminded them that later that day they told me that my seats won't be changed if I request for name change and offload the tickets
7) At the end of the day, name change did not happen, my parents got tickets without name change and less leg space and they declined to refund me for the extra money I paid for the leg space seats.

I have never had such worse experience with any customer service agent, where one customer service agent tells something else while the other completely different and declines to refund the amount. Very unsatisfied with Etihad, trying to find out more channels to file formal complain about such service and not refunding the money for the service they charged and never provided.

I booked flights to Sri Lanka and back in January, to travel in August through a travel agent. In April, after the terrorist attacks I cancelled these.
I received a full refund for the outward leg from another airline, but I am apparently not entitled to one from Etihad. This I do not understand or accept.
As far as I am concerned, the refund should have been actioned when I requested it (when the foreign office advice was not to travel) in early May. The fact it wasn't actioned then, has allowed you to add a time limitation after the FO advice changed. So. I was therefore in a position that I had a cancelled holiday that I still had a RETURN LEG flight for only. I don't understand how this is considered a fair policy.
I would like to speak to someone about this. Please could someone phone, not just email. I will be pursuing this claim, so I would like a response from you please.

Hi. I would like to register a complaint with your claims team in regards to my guitar which was damaged in transit during my flight with Etihad airways. On the 16th evening we checked in at Mumbai International Airport where I had securely wrapped my guitar and put it through the fragile item process at the counter. Upon arriving my final destination at Minsk International Airport, I was disappointed to find my guitar had been damaged from several places. This guitar was clearly not dealt with how a fragile item should be.We spoke to the authorities to register a complaint before we left the airport but we were informed, that we have to contact you directly (we have their recording to prove that). I am attaching photos of the damaged piece and would like to know the claims process. I look forward to hearing from you at the earliest time possible.

Kind regards
Vinayak Dubey
Flight number: EY203 and EY61
+[protected]

On the 26th of August, I Samuel Oluwadamilare Adeniyi was not allowed to board flight 674, ticket no #[protected] at 08:30am. The Etihad manager at Lagos (Mr. Frank Nwosu) refused to give a boarding pass to me. I was at the airport for over three hours on the argument that Dublin (Ireland) authorities do not usually allow Nigerians transiting to the U.S. A to stopover for more than 3hrs whereas the flight ticket that was booked for me was scheduled to stop over for 20hrs stated in the information. We (myself, Aunt) were not aware of the situation of Nigerians not being allowed to stopover for more than 3hrs in Dublin before the ticket was purchased, there was no information on this because if there was, we wouldn't have bought it at all and no information was passed by the Nigerian Government/Airport Authorities. Etihad airline informed neither me nor my aunt about the issue.
Etihad customer service was called at 2am (New York Time). I wasn't allowed to board the flight from Muritala Mohammed Airport, Lagos, Nigeria, on the issue of Nigerians not being allowed to stopover for more than 3hrs in Dublin, I had no idea until I got to the airport for check in. Mr. Frank insisted that he would not issue a boarding pass to me cause he said if he did, he would be fined 2000 European money by Dublin Airport Authorities. All these informations were explained to the priceline representative. The priceline agent was connected to Mr Frank on the phone but he insisted that he would not issue a body pass to me.
I finally went back home with my uncle who drove me to the airport since I wasn't allowed to board the flight. I explained the situation to my aunt (Mrs. Fausat Funmilola Odubiyi) in the U.S. A who happened to be the one who bought the ticket. She was able to get in touch with Etihad representatives at 4:30pm (New York time). The Etihad representatives explained that they were not aware of the situation, stating that the Etihad representative in Lagos Mr. Frank did not explain the situation to them neither did he to the pilot, flight attendant and captain. I was placed on a NO SHOW as per Etihad customer service. The Etihad customer representative explained that we were to pay customer service fee and differential price of the current flight fee. We paid extra $1089 for a new ticket and $30 for customer fee. The total money paid for a new ticket on the 26th of August was $1189. I booked another flight EY 674 from Lagos to Abu Dhabi then to New York, with no stopover in Dublin, reservation code BOCEWV.
Also, while I was in a dialogue with Mr Frank over the issue, some of your representatives were in the process of thrashing my bag stating that they had no idea of the owner and as at that time I was the only one left at that area, in fact, it was another representative of yours that told me to put it there, they didn't even bother to ask about the owner if not for another caring brother who pointed my attention to it cause he himself noticed when I was asked to put them (luggages) there.
Also, please I would like Etihad to explain to me the meaning of NO SHOW cause I won't want to conclude that its means the individual in question did not or was not seen at the airport till the sceduled flight left or is it a term used.
Please I would like Etihad to look into this matter cause its something of discomfort to me paying for the same destination twice whereas it wasn't my fault for not boarding the first time. This is my first time of boarding Etihad airways cause have heard a lot of goodies about the airline, I hope am correct on the acknowledgement and I hope am not dissapointed.
Please I would really like to get a positive result cause your services are too good for me and for that service to now be what would be giving me issues. Thank you

Ref: 734870.
My Email address: [protected]@gmail.com.

My name is Anie George and am writing this is great despair in regards to my baggage which went missing for two days.
My journey was with ethihad airways on 15th September starting from Calicut international Airport CCJ to Birmingham airport BHX via abudhabi AUH and Amsterdam AMS.

Flight details are as follows.
CCJ to AUH - EY 251
AUH to AMS - EY 077
AMS to BHX - BE 114

Due to delay of the flight EY077 for about 5.30 hours, i had missed my connection flight and subsequently was arranged with BE114 which landed at BHx at 10.30 PM. To my dismay i found that my baggage was missing and i waited until 12AM at the airport in the hope that it would turn up and it didn't.
My Baggage consisted of many essential including my house key and sim card. It has caused me great inconvenience to return home at night without these essentials. I had returned from India after my wedding. Thus the baggage also included many essentials from my wedding including the wedding saree which itself costed about £590.
However i raised a complaint file number BHXBE27314 and my baggage was delivered to my home address on 17/09/2019. I was really happy to see the issue would be resolved only to find that the baggage delivered was already UNLOCKED. To my horror i realised Some items are already missing. My saree, MK Ritz watch worth £240 and an adidas original shoe worth £75
are missing. It has caused me great emotional despair that to miss the wedding saree would have been a great blow as it denotes badluck according to the beliefs.

I hereby would like to request you to reimburse for the causing delay of my baggage delivery for 1 and half days and compensation for the lost items. Feel free to contact me for any evidence or details that I may have missed.

Kind Regards
Anie George
[protected]@gmail.com
0044 (0) [protected]

Dear Sir,
I had gone to University of Belgrade for a conference. I had booked my ticket according to the rules. There were no VISA required for Serbia for short visit. My return ticket was Belgrade-Amsterdam-Abu Dhabi-Bengaluru. While check-in at Belgrade airport, The Air Serbia personnel didn't allow me to board the flight saying that you need to change your ticket from Belgrade-Abu Dhabi-Bengaluru. Without VISA, you cannot travel in the flight through Amsterdam. I called to Etihad Airways and he also told that there is no requirement of any VISA to board flight as booked. On the website also it is mentioned clearly of not requirement of VISA in the root booked ticket. The Etihad Airways personnel told me to give the phone to any Air Serbia people, but the Security personnel didn't even picked the call and harshly aside me from boarding.
Then I had to reissue my ticket from Belgrade to Abu Dhabi with extra cost of INR 35009 through the agent in India who booked all these tickets. I had a socioeconomic loss due to the tie-up problems of Etihad Airways and Air Serbia. I was in big trouble with this issue at Belhgrade Airport.
I request you to take action against this matter and help me in getting back my extra money spent. Also, I request you to resolve these kind of issue for which, we customers are suffering. If this kind of things persists, We never travel with this kind of Airways companies.
Kindly, accept my application and take necessary action and obliged.
Sincerely
Dr. Shibesh Kumar Jas Pacif
Assistant Professor
Vellore Institute of Technology
Vellore 632014, Tamil Nadu, India

I booked and paid online for my colleague who was due to fly Sunday 15th October, however he was told he could not board the plane due to having a one way ticket only. After much deliberation we had no option but to book a return ticket but by this stage the boarding gates were closed and Etihad ground staff told Mr D G P O'Donnell that his ticket is a open one and was valid until 8th September 2020.
No worries i went ahead and purchased a return ticket, no problem and contacted Etihad to re book this ticket to be told to contact the booking agent with this number 6076365696044 which we did to be told by them that we to pay a further 500$.
We then contacted Etihad to find out what is going on and then were told this ticket is no longer valid. Why we asked and now it is reported that the reason is because it was a no show. Oh lord what next. This is shocking service and very costly.
This is a message from South Africa Mr Damien O'Donnell.
I don't believe that Etihad is truly interested in helping us, every operator is giving me a different story starting last night when my ticket was changed to an open ticket and today when I was told that I was a no show. Even though I dealt with their representatives at the airport last night starting with my passport being taken to the supervisor who returned and stopped me getting on the flight and eventually speaking to the manager whilst on a video call to my girlfriend, Adelle Naude.

How can Etihad blatantly lie and say one minute it's a open ticket and all we have to do is book a return ticket which we done now be told the ticket is not valid as it is reported as a no show.
Well Etihad i have news for you because as he was at the airport while all this is going on i was speaking to Etihad via messenger to a woman named Rose so i ask your lying staff what is going on. Almost 12 solid hours we have spent sending e-mails trying to sort this out with no all very little response so now you must imagine how angry we are.
NOT HAPPY. I DEMAND A REFUND OR FOR SURE THIS STORY AND ETIHAD WILL NOT END WELL

I have submitted claim no lhrey19253 online on 8th aug 2019 as my luggage were damaged on the route from kl to lhr on 27th jul 2019. unfortunately after 21 days I still havent got any updates on the claim. not a single email. I didnt expect this from etihad. even airasia replaced their customers damaged luggage in 2 weeks time. very much shameful for a top 10 airlines like etihad. iam very dissapointed with the service and im not looking forward to fly again with etihad.

My name is anshumam gautam i was travelling from London to india. This was my first experience with etihad and to be honest this is not done and i am disappointed way too much .
Flights-
From london-EY20
from abu dhabi - EY 228
DATE - 12 SEPTEMBER
There is no lock on both my bags they are hampered with and my things are also missing.
My newly shopped things are also missing and the baggage is of no use now its just waste now.
Is this how u deal with your clients. This is not done. Looking forward for ur response

Dear Sir/Madame,

I am writing you this letter because of our recent flight from Jakarta to Amsterdam.

We were supposed to have only 1 transit in Abu Dhabi to then continue our flight to Amsterdam but instead our route got completely changed and we got transferred onto another route and got 2 transits (1 in Abu Dhabi and an extra one in Belgrade). The time of arrival didn't change but our route did. And the unfortunate thing for us was that we paid and expected the quality of Etihad, but instead we got something way worse. The airline that flew us out from Belgrade to Amsterdam did not have the same features as Etihad and the service over all were not what we paid for. To top this all off, 2 of our suitcases got lost and we couldn't get in the house for a whole day. When they finally got found they also all sustained heavy damages as well as my laptop that got broken because of the rough way they treated our baggage.

When we arrived at Schiphol, we directly put our complaints regarding to our damaged luggages. Reference number: AMSJU12027/27AUG19/1247GMT

And the other reference number when our 2 luggages didnt arrive, reference number is: AMSJU12026/27AUG19/0843GMT

These are information regarding our booking reference/ticketnumbers:

Boekingsreferentie(s)
Voor je vlucht met Etihad
NXHEUL
DEPARTURE DATE FROM AMSTERDAM : 12 AUGUST 2019
DEPARTURE DATE FROM JAKARTA: 26 AUGUST 2019
Ticketnummers
VANDERVEGT/TALITHAMISS
607-[protected]-48
SINDHUPUTRO/INDRIASTUTIMRS
607-[protected]-40
VANDERVEGT/ARNEMR
607-[protected]-44
VANDERVEGT/PENNINAMISS
607-[protected]-46
VANDERVEEN/SIMONMR
607-[protected]-42

I hope you guys can understand our frustration from all this and I hope we can find a good solution for this together. How could you just change our flight back to Amsterdam and gave us a bad local airplane from Belgrade where we didnt even get our breakfast at all. This caused me a terrible headache [migraine]. We were travelling with 2 children under 12 years old but we didnt even get any souveniers for children. As i always travelled with other airlines before, my children always got souveniers like bags or any other toys.

Please be kindly to refund me for my flight ticket as well as my damaged luggages and laptop.

Kind regards,

Indri van der Vegt

I got an etihad ticket from Manila to Khobar saptco station. Everything was going smoothly until I got to Bahrain airport, my last transit. When I got to the carousel/customs section where you put in the bag for inspection, there's nobody there and there's nobody at the information desk also to ask where I should go. I Have to wait 5 minutes then the custom's guy showed up. Afterwards, I looked at the departure screen and the flight I have is not on the list, so I looked again for the person who can help me locate my gate as I don't have yet the boarding pass for my Bahrain to khobar SAPTCO Bus Station flight, which I assumed would be by bus. There's 2 Information counters that are both empty and the guy next to the information counter which is the money exchange counter told me it might be at gate 12. I went to gate 12 which also got me confused coz theres 12 A-C. I assumed it was 12B as it's the only one with the bus picture on it, but again there's nobody at the gate counters and I don't see any update on the departure monitor still. So I decided to get some Bahrain money and wait at the nearest cafe to gate 12. There's only 45 minutes complimentary internet connection, so I decided to go check the gates again and also the departure monitor only to be told by another waiting transit bus passenger that the bus left at 3:30am already and that bus guy said that we were very late. I was fuming. How can we be so late when our departure time is 5am. The other passenger waited since 1am and only went to the toilet for couple of minutes. There were no announcements or even any effort to look for the passengers that is waiting for the transit bus at all. There were no Instructions given. Again, I went to check the Information counter and airline counter and still nobody there. Waited for 5 hours until the airline people at the counter showed up only to tell me that they can't do anything and that I just have to wait until the bus showed up as they are coming from outside. I was so frustrated and tired. So, Instead of arriving 7am at Khobar Saptco station I arrived at 1pm, 5 hours late. This is very frustrating as I can see that there's no proper coordination on the airline and airport personnel or whatever other travel agencies they need to relay this travel info to. This is a very bad experience. The other passenger came from India and have same Sentiment as me. We will never ride with Etihad again. But, hopefully you get to fix this before you lose more customers.

My flight from Bangalore on 27/08/2019 was been delayed from Bangalore for which i have missed my flight to Frankfurt as i have to reach frankfurt on 27/08/2019 i have changed my flight by paying 45, 000 INR extra but you guy didn't even respond for your mistake. No hotel was been provided and i have to wait in Abu Dhabi airport for around 18 hours. My total trip and my business meeting has been spoiled because of you guys and also the horrible time i spent in airport.
i have even tweeted in twitter and your response was so poor. i raised a issue with the above mentioned reference number. such a horrible service you have.
you need to refund my money 45, 000 INR which you charged extra for change.

My Name Mr. UDHAYASANKAR I send my Details as per requested by Eithad as on May 11, 2019, 6:52 AM and my Claim Voucher Amount not yet received in my Bank Account and kindly please advise me on the current status on etihad voucher No : [protected].i will really appropriate

This my Email ID : [protected]@gmail.com

please see the feedback what i received after long time { added photos }

My new trolly suitcase's logo was missing while travelling from Paris to New Delhi via Abu dhabi on 10 September.
The luggage was damaged on one corner.
I am attaching the photo of my luggage.
Passenger name : Priyanka bose
EY32, travel date- 9 Oct,
and EY218, travel date- 9 Oct.
Reached Delhi on 10 sept to receive this defective suitcase.
This is a brand new suitcase and such incident is unacceptable from Etihad. The bag has lost its look.
Very disappointed

Hello,

I was advised 'guest@etihadguest.com' to send an email to 'contactcentre@ethiad.ae' but the email 'contactcentre@ethiad.ae' is not reachable .Please see below request.

My mother Mrs. Nahid Mir is travelling back home to Jammu and Kashmir on Sep-29-2019 the booking reference is VWENTF, I would like to inform you that currently there is an advisory regarding travelling to Jammu & Kashmir by many governments including the government of Canada.

Here is the link for travel advisory issued by the government of Canada https://travel.gc.ca/destinations/india

Due to the advisory can you please postpone the return flight to possibly Nov-10-2019. An early response will be greatly appreciated.

Thank you,
Mir Usman Disooki
Cell: +1-[protected]
Email: [protected]@yahoo.com

On above date around 7-45 pm at economy class baggage counter when I reached with my 75 year old mother TO DROP HER -this is what happened.
- Iam 52 years old went to drop my mother at airport-THE BAGGAGE COUNTERLADY told us to do carry on baggage weight first.-unfortunately weight was 1.5 lb more-SHE ORDERED ( yes it was tone of order not a request at all) my mother to took off extra weight of (which was her religious books and dry fruits for my brother's kids) and stand in queue of 50 people again and come back when our turn come.-
I requested that we will remove those religious books and dry fruit but please please do not sendus in back of queue again...and i successed somehow but she keep on telling be quick be quick...within that one minuts time.
Oce we manage to reduced weight she WARNED US SAYING THAT She will make sure at security level to weight again and check it (as if she is dealing with criminals!)
-YOUR EMPLOYIES DO NOT KNOW HOW TO BEHAVE WITH SENIOR CITIZEN
-They don't know how to TALK WITH CUSTOMERS
- They don't HAVE ANY MANNERS AT ALL
- The don't know how to BE HUMAN...I have experienced other airlines are giving first preference to old people...no queue at all for them
-Your employees are perfect match for JAILORS!
I know just one customer like me will not make affect to your prestigious airlines...BUT I WILL NEVER EVER TRAVEL IN YOUR AIRLINES NOW ONWARDS.

Regards,
SL

I am boarding a flight to Melbourne from Abu Dhabi. The flight number is EY460. When I just went through your line to board the plane I was told that I was not allowed to bring a roll of tape. This roll is/was necessary for the survey/work I will be doing when I land. I was told no reason and referred to as dude and whatever. Solem Saeed was your representative in charge. This is how he sloppily wrote his name, and most likely was meant to be not legible or just plan wrong.. I went on your website and look at a list of items that are not permitted and there is nothing about tape or anything remotely close to this. I'm well over a million miles with Delta and have their highest status, along with several other airlines I've had to fly.. I carry this same gear often and never any issue. Except today where I am just dude, and whatever. I will now be landing with one extra thing to do before work.. The incident occurred on the 8th of September, in Abu Dhabi at gate 35 around 9pm. To reiterate there is nothing on your website to let a customer know they can not bring tape and this is part of my carry on kit that I fly with around the world.. Additionally my name is not dude. It is Michael Floyd. I would appreciate your feedback with regards to this.
I can be reached via [protected]@gmail.com

Thanks,
Michael

PNR number MFUJEF

Travel date 06 Sep 2019

From CCJ-AUH-LHR

Extremely dismayed by the absolute lack of concern and shoddy arrangement due to the luggage not being delivered at LHR. Especially since my daughter is travelling to London for her studies for the first time.

Absolute disgrace Etihad. Will certainly remember this for ever.

What is Etihad going to do about this?

I booked air ticket to Karachi from Abu Dhabi via Etihad website on 31 August 2019. I paid the amount thru credit card and the amount of AED 1, 239 was charged on my credit card at the same time. But the balance in card showing that amount was charged twice by Etihad on my card.

I called the bank and they informed me that the amount was charged once and the card is blocked for same amount again by Etihad that is why balance in card is reduced by twice of the amount.

Kindly let me know what is the actual issue and why you have blocked my card for the amount that is already charged.

My Ticket number is [protected]

Ref RQID 729478
I am still waiting for a response to my previous emails asking for compensation for my baggage being delayed for 18 days and only receiving it once I returned home. I had no suitcase for the whole of my holiday. Etihad ruined my holiday..
I have been offered the money for my receipts but nothing else, how can this be?
This ongoing complaint is starting to make me ill and loose sleep I am so distraught by your lack of customer service