Etihad Airways
Reviews and Complaints

I have always travelled with Etihad for my holidays, but this is the first time I have ever faced this. I even tried to change flights but everything is booked, or for me to buy a first class ticket, something which I can't afford. I am very disappointed with the organization. All together I have a 24 hour delay, which honestly it is unacceptable.
The first 11 hours delay I am able to manage but the 13 hour delay at Abu Dahbi is too much. I can't afford to go out to the city as I was advised to do. What am I to do for that long at the airport. Please help me find a solution.
I do hope that someone will respond.
Yours faithfully
Sofia Labropoulos

Feedback: Double payment was done to this flight (passengers Bo Levander, Raja Rajeshwari Levander, Padma Lalitha Levander) as the staff of Etihad at Dehli Airport said the original draw from my creditcard 25 july could not be verified. You told us if we do not pay again you would not let us on the plane. We were desperate so we allowed you to draw money again in the morning 27 july. But your staff in charge said we can get the money back into the account if the payment has been done twice. So kindly send back the 3 payments of 25 july. My email is [protected]@hotmail.com for verification.

Your travel details
Flight Number (e.g. EY 256): EY223
Flight date: 27/07/2019
Ticket number: [protected]
Class of travel: Economy
From: New Delhi (DEL)
To: Stockholm (ARN)
Booking reference: XMXOHM

Respected ms Gadija Levy,

The experience at Delhi airport was indeed traumatic as I am a patient of atrial fibrillation as well as Parkinson's disease and our daughter Padma is a child with Down Syndrome. I almost had a heartattack when told that the only way for us to get on the flight was to make a new payment. It is sad that you do not trust your customers more than this.
I will check with my bank re the return of the money but I will update you of what I now can see from my bank statements when I log in from home:
The amounts that must be returned to me are all from 25 July. I can see that two withdrawals of appr 24400 INR seem to be gone (returned to my account?). But there are three withdrawals of the 25 july of appr 2450 INR each that have not been returned. They were previously shown as one payment
Totally appr 7350 INR.
Kindly locate that payment and get it returned to my account asap.
Some kind of compensation for the suffering that me and my family endured would also be appreciated.
Sincerely,
Bo Levander

We had a ticket from Cairo Airport to AbuDhabi Airport with Bus transrfer from AbuDhabi to AlAin. Unfortunatly when we reached AbuDhabi they advised us that the bus had already left 1 hour earlier than it's scheduled time.
We reached at 23:30 and our Bus was supposed to Leave at 00:30. The Bus Left at 23:30 which was no way for us to catch. The next Bus was departing at 06:00am.

This omplain is because we were not informed about the Schedule change of the Bus.

Airline Reference : VBUYGJ
Hany Youssef Mousa

Dear Eithad Airways team work
Greetings to all the team
I will try to list the problem shortened explained
I have been working as a marine captain overseas for over 22 years., , ( iam a holder to seaman passport ), , , I have been travelled with the world's most airports and sea airports for all these years and deal with a lot of highest and lowest -service airlines. I ride at least 10 flights a year. Due to my experience with airlines and reputation I know very well about the reputation of Etihad and the good old and therefore preferred to have this long flight is the subject of the complaint on board Etihad Airways and Eithad flights, airplane … so I booked 3 flights
departure from
No. 1- (Belfast, Ireland - Manchester, England )
No. 2- ( Manchester, England - Aboudhabi, UAE )
No. 3 -( Abodhabi, UAE - Alexandria, Egypt) my final destination,
Etihad to be on Etihad Airways and not to be on any other airlines, I can booked on any other flight if I wanted that but I wouldn't
The problem and complaint start here
1-When I went to Belfast airport, I surprised that the airlines and flight from Belfast to Manchester its ( flybe ) Not Eithad, and I have no any idea about that before and didn't informed at all in advance ( to give me some free space and choice to accept that or not…)
2- Dealing by the customer service at flybe was unprecedentedly low level I have never seen in my life like that before
3- the lowest level of style in dealing with customers
4-Senior customer service office in this lines the lowest cooperation can be imagined at all and when I asked her about the manager or any other representative of the Eithad company can talk to them,
Her reply was
* that no other responsible person was her
The manager is not available now*
And there is no one representing Eithad Company here*
Just talk to me and I'm just not anyone else
* She threatened me that she would cancel the flight and would not be able to board the plane
She was fined 240 pounds in error for calculating the double weight of 7 kg *
5- the lowest level of service and style and the summit of arbitrariness and zero of cooperation
6- Even they didn't give me the luggage label, give me only one label for one luggage and the remaining two luggage nil, and before I boarding the flight I asked one officer to check for me my luggage number please, help yourself by yourself, you can imagine if I lost any luggage how I can tracking and how it will be mass for me..
7-Even on board the flight did not provide one cup of water for free. It paid for a cup of Nescafe, which costs the company up to zero cents
***
From here I complain and blame the entire blame on Etihad Airways for the Financial and moral damage, and compensation for these damages
I booked the 3 flights on Etihad Airways and not one of them on flybe.
*** I thank you in advance all the family and the team of Etihad Airways and I am very confident in their ability to resolve this complaint and customer satisfaction from the previous reputation of the company with great old history

email : captainmohamed.i.[protected]@gmail.com

I hope to hear from you soon

All my respect and greetings

I have traveled on Etihad Airways for first time from Bahrain to Trivandrum on 12/08/2019 on economy class. My wife, daughter and myself three of us together had a baggage allowance on 90 kgs (30 kgs each). I have booked my tickets on Feb 2019 and I was told that the baggage allowance was recently updated to 40 kgs each for same category but not sure for particular tickets. When I did my online check in it was mentioned 90 kgs total. I have corrected the weight of my baggage to 90 kgs using my electronic gauge. But on weighing at check in counter it showed 61 + 31 = 92 kgs. I had done a wrapping after weighing which is one reason for excess weight and another can be an error with my/check in counter machine. My concern is when I take the case of each person 0.666 kgs ( 2.0 kgs/3.0 person) per person, around 2.22 % exceeding of baggage due to a reason like wrapping or weighing scale difference is enough to charge 17.10 BHD ( with a service charge of 2 BHD and VAT 0.1 BHD inclusive) which is 171 AED. Even though I told the person on check in counter that it may be a mistake with either one of the machine or due to wrapping, the person was continuously saying "decide if you want to make card payment or cash payment". At last when I gave my debit card as I was short of cash in my purse, he mentioned debit cards not acceptable. Then I went within the airport in search of an ATM machine, I took money and came back, when I reached there my wife and daughter were searching for me outside check in counter. With this compliant I want the authorities of the Etihad airlines to look into the Penalty amount and Service charges, is it proportionate with the mistake committed and also the difficulties I faced for the mistake I did.

I have been running from pillar to post to explain my concern and seek help but unfortunately unable to get the right support, hence wanted to launch a formal complain . The intent is not to blame anyone but just to get me the right justice . The summary of the matter as following : I bought a ticket for my wife and Son from Dusseldorf -Mumbai and return through a local travel agency 'Aman Reizen' -Netherlands . Ticket reference code : EY/OXTXMA . My wife and Son travelled on 13th July from Dusseldorf to Mumbai and they supposed to fly back from Mumbai to Dusseldorf on 13th Aug -19 as per return journey date .. However they are stuck at our native place -kolhapur since last more than a week due to sever flood situation in that area .The road and train routes from Kolhapur to Mumbai are totally down since last 4 to 5 days .The roads at many places are completely washed away by the rain and which was under 4 to 5 feet water at many places . Flood situation in Kolhapur was very much into various TV channels as well as internet . For yor reference I can refer you some of the news links .https://timesofindia.indiatimes.com/city/kolhapur/maharashtra-floods-water-receding-in-kolhapur-and-sangli-relief-operations-continue/articleshow/70616738.cms https://www.bbc.com/news/av/world-asia-india-49311458/india-floods-more-than-140-dead-after-torrential-rain The situation is still very bad and it may take still 3 to 4 days to resume the road and train services .Due to the reason they were not been able to travel on 13th Aug-19 . I have been follwoing up with your customer care depart since 10th Aug-19 requesting for change of ticket .The travel desk was ready to change the schedule but they wanted to charge 1100 euros as penalty+tax+ticket difference . My request to them was not to charge such a heavy amount since it not intentional but due to natural calamity that my family could not travel to Mumbai from the Native place Kolhapur .[ Mumbai to Kolhapur is around 10 hours of journey by road ] . My travel agency has also written to Eithad in this regard but could not get a waive off . The total amount for rebooking for my son and wife is estimated for me to pay is told approx 1100 euros . I feel this is a very expensive proposal since I have already paid for the full ticket .I am ready to pay some minimum amount like 200 euors but 1100 euro is a very expensive proposal for me, Especially this situation is not due to any of fault from my family side but purely due to nature calamity . Therefor I sincerely request to kindly understand the situation and help me by accepting this case as 'involuntary change' or at least with very minimal rebooking fees . I am sure by carefully examining the situation and also by verifying the artifacts you will be able provide the justice . Name details of my family members 1.NARVEKAR/ARYAN SUBHASH MR 2.NARVEKAR/VAISHALI SUBHASH MRS Thanking in advance for your kind support and co-operation.
Regards
Subhash Narvekar

Your travel details
Flight Number (e.g. EY 256): EY 205
Flight date: 13/08/2019
Ticket number:
Class of travel: Economy
From: Mumbai (BOM)
To: Dusseldorf (DUS)
Booking reference: EY/OXTXMA

Your personal details
Title: Mr
First name: SUBHASH
Last name: NARVEKAR
Email address: [protected]@yahoo.com
City: Amsterdam
Country: Netherlands

Date: Monday August 12, 2019
Eithad Airways flight 209 departing from Delhi to Abu Dhabi then onward to Kuwait again with Eithad Airways.

I had 3 bags (aside from my purse), and weighted each bag before going to the ticket counter. I was aware there would be penalty fees due to the extra bag.

Eithad Airways in india charged me 50, 431.00 INR which is 213.903 Kuwaiti dinars and $2, 594 AED

I went to the Eithad Customer Service Desk (Transfer Desk) when I arrived in Abu Dabhi (AUH) to complain about the bag discrepancy. A very nice man suggested that my bags be re-weighted after arrival in Kuwait. I did just that. I took photos of all three bags. I refer you to the photos (as attachments) as long with Eithad India's baggage tags.

All 3 bags were weighted at arrival in Kuwait.

Bag #1 weighted 23 kg (black bag)
Bag# 2 weighted 24 kg (purple colour)
Bag # 3 weighed 26 kg ( multi colored bag)

Question, why was I penalized for all 3 bags? I don't understand.

Donna Ferolie
Kuwait
Donna.[protected]@yahoo.com
Phn: [protected]

Philip Hollins Ticket No: [protected]
Susan Hollins Ticket No: [protected]
Booking Reference TWILWS
We both travelled 22 May 2019 from Sydney to Barcelona via Abu Dhabi arriving 23 May. We paid a total of $402.40 for pre reserved seats 17H, 17K and 44H and 44K.
At Check in in Sydney we were advised that the seats had not been kept. We were allocated two different seats 15A and 15B. Check in managed to get hold of our chosen seats for Abu Dhabi to Barcelona.
We were very disappointed that the seat reservations were not honoured and demand a refund.
We also have pre reserved seats for our return : 44H, 44K and 74H and 74K. Please confirm that these will be kept and not reallocated
Please reply asap
Phil Hollins

I cancelled a flight in May 2019. I have not received the refund yet.

It is said to be refunded within 14 days. Where is it now? Not even email to show that my refund in being processed.

I called your hotline and nobody ever picked up. This is very bad service.

Expected better from Etihad. Very disappointing. Called so many times, nobody pick up.

Please send the refund quickly. QUICKLY PLEASE.

I placed a bid for an etihad seat upgrade. Etihad's terms and conditions state that the customer's credit card will only be charged if the bid is successful, yet I was charged. I went to confirm the upgrade at the airport and was told to call contact center. Both the ground staff and contact center lied and said the flight was full but as I asked to see the flight loads, it appeared there were still seats available in business yet they said they were unable to update my ticket - did I mention I had been charged for the upgrade. I was made to sit in a bad seat in economy that had no legroom (photo attached) and then when I enquired about sitting in economy space I was told I would have to pay! The ground staff were rude and not helpful, the contact center were slow and also rude. I was told I'd get refunded within 48hours. When I called yesterday I was told I would get a refund in 8 days. I was instructed to send an email with proof of payment and details of what happened. I did. Still nobody has got back to me. Never experienced sloppy customer service like this before. The stress they caused prior to and during the flight was so bad, I don't think I'll ever book with etihad again. I've now escalated this to the department of consumer rights in Abu Dhabi and have had to contact my bank to get a payment dispute form. Still not heard anything from Etihad. They are thieves!

Hi,
I travelled from Dusseldorf on 9th August via Abu Dhabi to India. I had booked my flight EY218 which got delayed due to alleged technical problems after the passengers sat in the flight. We were told after an hour that a new flight would be arranged and as I had a connecting flight from Delhi to Chandigarh, I knew I would miss it so ai asked the crew on flight for assistance.
I was told to ask crew at ground . On asking the ground crew, they just reiterated that you will miss your flight. When I persisted for long, I was told that a new flight will be booked for me and that all sort of assistance will be provided by Delhi Etihad crew.
I should not have believed a single word. On reaching Delhi at 7:15am instead of 3:30am, I missed my Indigo flight which I had not cancelled as I was suggested by the Etihad crew that I should not.
But at Delhi airport, the crew said its not their fault that the flight got delayed and we should have booked better flight instead of choosing Indigo, as the PNR is different so they cant help us.
After a tiring journey of 36 hours, and missing my connecting flight to Chandigarh and other bookings to go to Himachal, I was forced to run after Etihad crew members who said it is a policy that they cant help us as we have a different flight.
Is this you treat your customers?
Lies all through}?
Is it my mistake that i trusted that Etihad shall provide me with assistance and solve my problem which i was facing because Etihad aircraft had technical issues?
I am still at Delhi airport while writing this without any help from Etihad. All i got a sorry and helplessness .
You are nit capable for providing assistance to people who face issues because of your mistake, is it responsible behaviour ?
You have tainted your goodwill in my eyes and many more customers. Il insist people not to book Etihad flights anymore.

Good day,
This now the second mail i am sending. no reply from the first sent 9 days ago.

I would like to let you know about the very poor service i received on both my recent flights with Etihad from (JHB- AUH-MUC) on both flights i was offered drinks once not like on other airlines with before and after your meal. When asking the hostess for a coke at 3 in the morning i was told sorry there is only water? There was also another passenger close to me that requested a drink on the second flight and was told the same.I find this really unacceptable and very poor form from your service team on the flight. One my second flight which left Abu Dhabi we received lunch at 10 in the morning? surly it should be a breakfast or snack and not a full lunch. I must also note that the food quality from Abu Dhabi to Munich was of a very poor quality and i did not finish the food. The food from South Africa to Abu Dhabi was of a higher standard.
Flight details:
Passenger Name: MR DIRK REICHE
Booking Reference: JLTKIQ
Boarding Time: 19:05
Departure Time: 20:05
Gate/Terminal: GATE
From: Johannesburg, O R Tambo Airport (JNB)
To: Abu Dhabi, Abu Dhabi Airport (AUH)
Arrival Time: 06:25
Flight Number: EY603
Seat: 30K
Zone: 3
Departure date: 27 Jul 2019

Mobile Boarding Pass not available for this flight.
Passenger Name: MR DIRK REICHE
Booking Reference: JLTKIQ
Boarding Time: 08:00
Departure Time: 09:00
Gate/Terminal: GATE
From: Abu Dhabi, Abu Dhabi Airport (AUH)
To: Munich, Franz Josef Strauss Airport (MUC)
Arrival Time: 13:15
Flight Number: EY3
Seat: 44K
Zone: 2
Departure date: 28 Jul 2019

I am hoping that the service is better for the return leg of my flight from Frankfurt - Abu Dhabi - JHB.

Hello,
I was traveling through Etihad airways from O Hare to Mumbai on 3rd Aug (PNR - EY/ZFFNGN). During the travel I have checked in 2 bags at O Hare, In which one of the bags contains Six Chocolate packets, But, Upon receipt when I open the bag at my home, it was observed that four chocolate packets were missing. It is very surprising for me, how can this happen with it. The said bag does not have any cross mark or not containing any paper saying the bag has been open by any customs department.
Can you pl help me to understand where this has been missed, removed from the bag & why?
Expecting a positive reply.

Sandip Thorat
[protected]

I am travelling back from Hyderabad to US with my family of wife and 3 kids and had a horrible experience where the negligence of the on-boarding staff didn't handle the issue and didn't allow me and my family to board.

Here is my story.
Me and wife along with 3 kids total 5 tickets had to travel to Hyderabad, India from Chicago, USA (ORD to HYD) for an emergency because of my father passed away. We have booked our tickets around 14000 USD (around 2400 USD each) on July 1st 2019 for the dates July 2nd 2019 to July 23rd 2019. After travel t0 India after couple of weeks we had to reschedule our return to Aug'4 2019 with a change fee of 5700 USD (1150 USD each). On return journey in Hyderabad, we cleared the immigration and left to the gate for boarding. The boarding was announced 30 mins late and during boarding I found my EAD card(Employment authorization card) missing and informed the etihad airways staff. The Staff called the security and came to know that the immigration officer didn't return the card by mistake back to me and they handed over to Etihad staff. The etihad staff told the security that she(name sounds like Ranjitha) would hand over the card to me at the gate and didn't return. I ran to the security asked about the card but the etihad staff forgot the card in her office. The onboarding staff instead of finding her neglected me and my family and deboarded and the flight. They handed over the card back at the exit . we had to rebook the tickets for next day to a different destination JFK Newyork airport for another cost of 3000USD (600 USD per each ticket). We had take a local flight back to chicago from new york. Total trip costed me for around 25000 USD during my sad situation of family emergency. I wanted to file a suit on Etihad airways for the damage done for me and my family. kids fell sick during this horrible travel.

Hi,

British expatriate here living in Abu Dhabi. I flew with Etihad Airways from Abu Dhabi to Lahore, Pakistan for a business meeting. I paid for a business class flight because I wanted to arrive fresh.

When I checked in in Abu Dhabi their employee told me I did not need a visa and that I would get one on arrival. I got Lahore and was sent away again and back to Abu Dhabi.

When I got back to Abu Dhabi I went to the business class checkin to complain and no one would help and they just asked me to send an email to give "feedback"

24 hours on and no one has been in contact with me and I have no one to call and my emails are not being returned...

I have flown over 50 times with Etihad but will not again as this is extremely poor customer service

I purchase my ticket last august 2 2019. In my ticket information aug 8 is my flight from riyadh to abu dhabi at 12:05 pm and abudahbi to manila at 10pm via EY424 however, as i check my ticket, it was moved from 10 pm to 2am of aug 9.. Meaning the airlines added additonal 5 hrs waiting time on my ticket.. And now no one is around here accomadting us nor give us information what to do.. No meal!? No everything?! This is a ashamed to etihad company..

Today 8 August 2019 I was supposed to travel on EY 320 under confirmed booking reference number Y7ZT5C and duty staff kept me waiting all night and at eleventh hour told that there is no seat available and forced me to travel at later flight EY 322. When I protested on such event created by etihad, the staff behaved bad and threatened that if you dont want to go then there will be no remedy for you. Resultantly I was forced to accept the option given by him.

This complaint is being lodged while sitting at Dammam Airport waiting for next flight at 10:20 am. There is no proper waiting or lodging area and zero courtesy customer service.

I am totally dissatisfied with the services are formally lodging complaint with you and GACA.

My name is Rimaz Araksousi. My flight from Amsterdam to Oslo ( EY 7342) on 6 June 2019 landed very late in Oslo which caused me to miss my connecting flight from Oslo to Trondheim ( EY 7469) . I stayed in Oslo til next day in order to catch the morning flight ( SK 338) on 7 June 2019 so the delay was for one day and i would like to get compensated for that. I contacted SAS airways nut they referred me to Etihad since Etihad was the operating carrier.

My expectation became a DISAPPOINTMENT. Ever since I choose Etihad going home because of service and specially on board movies to relief our long hour flight which the reason I, kept on choosing Etihad plus most of the staff really cater small request but recently I've experience a worst flight. Last Aug 5th. I've seated in a seat without an E Box connection, they gave me an alternative to seat at the back side of the plane which i decline for i already request if possible they can seat away from the tail for im having a motion sickness and as front as possible, the check.in staff was so accommodating, but when boarding time 1 staff told me that I've been upgraded already which in my surprise that's the same seat number which i booked online. Ive booked my flight 5months ahead and looking forward for a wonderful holiday which Ive planed foe a long time. I dont want to experience this kind of Treatment which Ive been planning my holiday for 5month before my flight. Im demanding a full refund on my return flight on September 11 and pay the difference on the flight i will took on other airlines back to UAE.

Dear Sir / Madam,

On the Sunday the 4th of August i left Nairobi on flight EY642 to Abu Dhabi my final destination being London Heathrow. We arrived at Abu Dhabi at the scheduled time of 20.30 on the the same day.

My connecting flight scheduled to leave Abu Dhabi at 02.10 hrs was cancelled without good notice. On reaching Abu Dhabi i was informed by customer services that the flight had been cancelled and rescheduled for the 08.10 hrs.

I was supposed to be in jersey on the 5th of August 2019 to start my new Job which was not possible for me to make matters worse i was only offered 2 meal vouchers lunch and breakfast so i was left to sort my own accommodation in Abu Dhabi.

My hotel accommodation at the Central Yas Island by Rotana cost me £ 56 pounds taxi to and from the Airport cost me 80 Dirham, and lost wages for the day was £260 pounds and it being my first day my relationship with my employer was compromised because of that.

To make matters worse my luggage was left in Abu Dhabi and i was supposed to have been reunited with my luggage today and this has not happened yet i have tried to call the baggage inquiries severally without success and called the number given to meand left several messages to no avail.

So not only was i late for my first job plus extra incurred unexpected costs i did not have my tools to start my new job . This has caused me a lot of distress, anguish, loss of earnings and incurred unexpected costs .

Please look into this case and see what can be done to me to cover my costs and loss of earnings.

My full names are Charles Gachomo
Phone Number is +[protected]
Email Add [protected]@gmail.com

ticket reference number is TVMWFH
Ticket number is [protected]
Frequent flyer no is EY500009561380