Etihad Airways
Reviews and Complaints

I flew from Thailand - Bangkok to South Africa - OR Tambo Johannesburg on the 25 June 2018 via Abu Dhabi. I was on flights EY 407 and EY 604 to Johannesburg on the 25 June 2018. I arrived in Johannesburg and took a connecting flight to Durban. Due to my late arrival home, I only unpacked my luggage the following morning, 26 June 2018. I discovered that my suitcase was badly damaged. I immediately tried contacting Etihad Airways in South Africa but could not reach anyone. I then went online, where I sent a complaint regarding my damaged suitcase to Etihad.

I have since submitted all the necessary documents and claim forms that Etihad Airways requested of me. The consultant at the baggage claims department seems to be changing the goalposts every time and now requires a picture of the suitcase with the tag that was placed at Bangkok Airport. I did inform her that the tag was removed at Johannesburg in order for my suitcase to be checked onto my connecting flight hence provided her with a baggage check in reference number.

One of the important documents required was my boarding pass and the tag number (3607EY221826 and 3607EY221827 ), Baggage Questionnaire and Baggage Claim form which had to be submitted in order to trace and process my claim which I have submitted over 5 times. It's nearly 2 months that I have been trying to resolve this issue.

Etihad Airways seems to be unethical in its approach to resolve my claim and is continuously changing the requirements for the claim which is not right. I have not been provided with a copy of their baggage claim policy to date to validate their rationale for not processing my claim. Please can somebody assist as I am not getting any joy from junior officials at Etihad Airways baggage department.

I have emailed the requested documents to them on numerous occasions but it seems that the important facts are being ignored. I need for Etihad to compensate me for my damaged suitcase as I have followed all their process and had reported the incident before their their 7 day criteria. The reference number given is 647127.

Your urgent assistance in this matter will be appreciated.

Kind regards

M M Govender
[protected]@gmail.com

This email is in regards to duplicate charging by Jet airways for my baggage.

I travelled via Jet-Etihad airlines on 4th Aug from Manchester-Flight EY 16, Jet Flight 9W 581. PNR EMUCSI., Seat- 166, ETKT- [protected] .
Firstly, I was not informed about the 23 kg baggage limit on my ticket and that it was ticket specific.

This was my 1st time International travel and was chaotic. The Etihad staff wasn't helpful at all.

The staff then charged me £191 and used my CITI card. She said it didn't go through when I did tell her I got a message from my bank.

She got my HDFC debit card to swipe and said the money will be refunded. No one bothered to refund or call me about the duplicate charges.

I'm sorry, but too disappointed and wouldn't fly via Jet anytime now. I seriously need this fixed ASAP and expect your help.

Regards
Priya

I, santhakumar gopalan purchased a travel ticket from Etihad dated Nov.05 2017 to travel DMM- COK-DMM on Aug.20, 2018 and return on Aug.28, 2018. Unfortunately COK Airport remain closed indefinitely due to the current flood in KERALA. Therefore, I approached to the travel agency and Dammam BDM Mr. Hussain to make an alternative travel arrangement to TRV Airport on the same days or one day before or after the current booking dates.It is extremly sorry to say that they dissapointed me in this regard and mention you will get full reimpersment, no way to provide an alternative to the mentioned dates. I noticed that other Airlines (Emirates, Jet, Gulf Air etc...) provided alternative travelling facilities to their passengers with respect to the booking dates mostly. This is an unexpected experience with Ehihad, I lost my Confidance to choose Etihad in future travel too.

Santhakumar Gopalan
[protected]@gmail.com
Dammam

Hi There,

Whilst residing in Australia In June 2017 I booked flights with Etihad airways to fly from Australia - Ireland in December 2017. I Insured my ticket and due to my circumstances changing, I was unable to fly in December 2017 and was advised by Etihad I would get a refund for my flights which amounted to $1458.06 AUD dollar. I have been emailing Jovana Radic, below details given and am still waiting for my refund.

From: Jovana Radic
Sent: Wednesday 11 July 2018 12:49
To: lorraine molloy
Subject: RE: Refund/Etihad

Dear Lorraine,
Greetings!
Thank you so much for your patience and understanding!
Department that was finding solution for doing refund on new card came back to me so I can inform you that refund is processed and it usually takes 7 to 45 days to get money on card. I would also advise you to check with bank if they are able to deduct money earlier.
Wish you all the best!
Kind regards,
Jovana Radic,
Contact Center Agent
EAP Shared Services
Airport City Belgrade
11070 Belgrade, Serbia
Mob: +[protected]

MY REPLY:
Hi Jovana,
 
Based on your response on the 21st June 2018 you emailed me saying that my ''refund had been processed to accounting and you would contact me soon.''  You also advised that my refund amount is $1458.06 AUD.
 
On the 11 July 2018 you emailed me saying
''The department was finding a solution for dong refund on new card, and confirmed that the refund was being processed and it usually takes 7-45 days to get money on card.''
The time frame is now 50 days as of 21st June. This is in excess of your time frame therefore I expect the funds to be refunded into my Westpac account by no later than 5pm Western time on Tuesday 14/08/18.
 If I have not received this money into my bank account by Wednesday 15th August, I will be contacting the Ombudsman/Consumer protection for travel and airlines once again to follow this up.

Lorraine.

i need to change my ticket what should I do? I am a student who came with a round trip in Los Angeles California USA and i need to change my trip to december because right now I am at school please i used etihad airways I am carrollbright boniface and i came with etihad airways in the 20th of june and was supposed to come back in july 20th but am in school so i want to change my trip back, not to be in july 20th but in december any days from17th please I need help from you ?

An unexpected delay of 3 hours in the flight that departed from Madrid to Abu Dhabi on August 16, 2018, EY 76, , resulted in my children and I losing the connection from Abu Dhabi to Sydney, that was scheduled on flight EY 454.

Etihad realocated the three of us on a flight at 10:30 am the following day, EY 450, and that implied that we lost the hotel that we had booked in Sydney for the first night of our staying there; as well as the transportation. It could not be reimbursed to us as the flight was booked directly through Etihad, and the rest of the Australian package through other travel agency.

By means of this email I would like to claim a compensation for the inconvenience and money lost as a result of the delay.

The three passengers involved, all of them members of Etihad Guest program, are Marta Juste Gutiérrez-Ambrossi, Juan José Juste Gutierrez-Ambrossi, and Juan José Juste Ortega.

The three of us were traveling Business Class, but on the way back to Madrid from Sidney, on August 31, 2018, only Juan Jose Juste Ortega flies Business Class.

Could it be possible, as a compensation for all what has happened, that the two of them are upgraded from Economy to Business Class on the trip?

Looking forward to hearing from you,

All the best,

Upto now the worst behavior I faced from eithad air ways bahrain. I buyed my ticket in July 2018, just one day before from bahrain to Islamabad the agent informed me that I can't go on 18th August because tickets overbooked by air line. Really such a cheap and manner less business by eithad air ways bahrain. I am informed that I can go after eid qurban on 22nd August. Really Third class services, what will I do going to join my family after eid. What will be celebration without family. Eithad aurways wasted my 4 days valuable vacations. eithad air ways bahrain should refund me my money with extra compensation as par iata rules and should rearrange my free free return ticket. Really too much disappointment from cheap business style of eithad air ways. If company not taken it seriously than I will go for legall action again eithad air ways.

Dear Etihad Management,

This to bring to your notice the worst experience I ever had in my air travel .
I was travelling with my family consisting my mother who is a diabetic person who is on insulin, my son who is 7 years old and my wife. We started our journey from Sierra leone on 29th July 2018 . Our first flight was SN 241 to Brussels and from there EY 058 to Abudhabi on 30th July 2018.We had 3 days stopover in UAE. Our next flight was on 2nd August 2018 to Cochin from Abudhabi . Here my bad time with Ethihad airways started. We had to come to Abudhabi via Ethihad bus from Dubai. As per my ticket, Bus supposed to start from Dubai at 17.55 for Abudhabi . But bust started at 18.05 and on the way, due to some emergency of a lady who was with us in the bus had to go to rest room, so Bus had to go to a subway and wait some time for us to re start our journey to Abudhabi. Finally Bus reached Abudhabi around 19.48 instead of scheduled time as per ticket 19.35. By the time we collected our luggage, it was almost 19.55. We rushed to Terminal 3 where we had to catch the flight to Cochin which was scheduled to depart at 21.05. Finally we reached terminal 3 at 20.05 where I saw a long queue and unfortunately there were no sign of which counter is for a particular flight . We could only see a long queue . Yes in the digital display I saw my flight no and the counter no 61- 92. We also joined the queue as other do and at the same time, I asked one lady who is a ground staff of Ethihad airlines about my flight, she replied be in the queue they will call . But unfortunately, there was no announcement. I knew I had hardly 55 minutes for my flight to depart. After 5 minute, again I asked that lady about my flight and my exact question to that lady was this " Do you think I can check in ..Looking at the queue and my flight is about to take off in 50 minutes ‘' then she took me to the check in counter and the answer was shocking to me . COUNTER WAS CLOSED ALREADY . Then they took me to Privilaged checkin counter where the staffs could have helped us to check in and travel . But the supervisor who is a lady was so rude and no concern about the passengers discomfort and the difficulties . She told me straight away that you can't travel you have to buy another ticket . I told her that I am with my family and my mother is a high Diabetic .. but she was not ready to listen anything and in fact she was so rude . She told me that I should have check in online . Having almost 45- 50 minutes in their hand, still they couldn't help us? And asked us to buy new ticket? . This was not our mistake, we were travelling with the ticket issued from Ethihad Airways . Still we are treated like this ?.
I immediately informed my travel agent and they contacted various levels, they were not able to re issue the ticket . They informed me that only airlines can issue ticket.
Airline staffs made my day unforgettable . I never expected such an unprofessional, inhuman behaviour from Ethihad staffs. Although my Uncle who is in USA advised me not to travel Ethihad airline, but still I choose this way. But to me my first experience is the worst experience.
Finally after a long conversation, I failed to get any justice from Your Airline and I ended up paying $ 1400 as re issue charge . When I asked the staff for the receipt, they said it will take time and if you wait for receipt you might lose this flight also . He said he will send via email . But till today I haven't got the email . I coudnt understand anything what these people are upto .is this the way you operate your operations ? I didn't had any other option but to accept what they said and we catch up the flight to Calicut instead of Cochin . I was going to Cochin for my Nephew's operation and the cash I was carrying was for his operation . That cash Ethihad airlines just stolen ( sorry for my language) . I would like to bring to your attention one similar situation How Emirates airlines handled. It was in 2013, I was coming from Kenya to Dubai and onward flight to Calicut . Their flight from Kenya got bit delayed by that time flight to Calicut was about to take off in 50 minutes time. They gave us business class and showed their professional approach to their valued customers.

In my case, you can investigate in details, and if you find that we are at fault, don't refund my money . But I am 110% confident that we are not at fault. It is Airline's fault and your lack of proper system. It is not comfortable for any traveller who is transiting through Abudhabi airport first time . SORRY TO SAY YOU DON'T HAVE PROPER CONTROL SYSYTEM IN THE AIRPORT .. IT IS TOO CONFUSING .
My question here is that, what would have been my destiny in Abudhabi airport if I hadn't got that cash . I asked this same question to the supervisor of Ethihad, she sarcastically said NOT MY PROBLEM . How can she so Rude? To justify their mistakes, they have even told my travel agent that we haven't come by Ethihad bus. I told them to check the log book of the Bus. Again, I doubted, is there any mafia working in Ethihad airlines to steal passengers money by making passengers nervous? My suspicion doubled when I was refused to get my receipt of payment of $ 1400 as penalty .
Myself and my family had to go through this just because the supervisor's arrogance and non professional approach. We passengers are helpless at these times. We could have easily travelled as scheduled, if she was co operative. She got the final say .

I would appreciate if I could have justice from Ethihad Airlines . The amount I paid was my sweat money hard earned money .Please bear in mind all those who are travelling via airlines are not rich. They all might have some hard stories to tell. The amount one of us pays to your corporate are very hard earned money. Their dreams, their family, their kids …. These amounts are valuable for us middle class .
I humbly request you to intervene and investigate and let me have my justice.
For reference :
My cancelled tickets :
EY/ETKT 607 [protected]-49 - YOHAN SHAN
EY/ETKT 607 [protected]-45 - ANITHA SHAN
EY/ETKT 607 [protected]-47 - SHAN MATHEW
EY/ETKT 607 [protected]-51 - VALSA MATHEW

RE ISSUED TICKET NO:
[protected]- ANITHA SHAN
[protected]- SHAN MATHEW
[protected]- YOHAN SHAN
[protected]- VALSA MATHEW
Hope to hear from you soon .
Best regards
Shan Mathew

Dear Etihad Management,

This is to bring to your prompt attention that an expensive watch has been stolen from the checked in baggage from your airlines.
When i received the baggage, the zip lock was completely broken and the chain of my baggage was also damaged.

On checking, I found out that my expensive watch along with its handler case was completely removed and an empty case was just kept in the baggage.

My flight details are as below:

Aug 14, 2018 Etihad Airways EY0223 AirBus IndustrieA320-100/200 Delhi to Abu Dhabi 21:15 to 23:35

Aug 15 2018 Etihad Airways EY004 Boeing 777-300Er 2:40 to 7:00 Abu Dhabi to Munich

I am lodging a complaint using this mail.
Kindly take due diligence into the matter and assist me with the claims.

I had two suitcases that were damaged while flying Etihad from Mumbai to Melbourne and I was given a place in Melbourne to have it fixed up however each time I called them after giving it they told me it Would take time and after a year and a half they said they had sent me the bags but I have not received it however they claim that it's not their reposnsibility

I've travelled from Abhu Dhabi to London on 13th Aug 2018 with Etihad Airlines with Flight no: EY 17. Seat is not in hygienic condition and it resulted in skin allergy. I didn't expect this sort of service from an reputed airlines.

Please take necessary steps in maintaining the standards and this is one of the key parameter for passengers to take your service.

This makes to think about flying with you next time and want to re-book with other airlines for my near future travel to avoid the same experience for them.

Please find photos of seat and rashed developed on my skin within 6.5hrs of flight journey. It was terrible experience and impacted all my planned work this week.

First of all, the Etihad check-in staff were rude, including the manager!

This is about my flight from Chicago to Abu Dhabi on August 3rd.

There was no pre-notification about the new carry-on size regulations. Even the woman at the complaint desk admitted to me "yeah, we didn't notify any passengers." So I ended up having to pay $380 with my credit card because they made me check the carry-on bag. Their attitude made me so nervous I couldn't think of another strategy and I began crying. My entire family regularly flies on Etihad but this experience has made us question if we are ever going to use them again.

My father has a large following of tens of thousands on Trip Advisor and he wanted to write about this experience but I asked him to wait until we hear back from Etihad to see if they will refund my money. So I will wait to see what happens.

I HAVE AFLIGHT FROM Jeddah Manchester via Abu Dahbi on 25.08.18, you are charging for seat allocation. I am unable to access the free seats. Please don't damage your reputation and behave like Budget airline or Emitrates as customers especially loyal customer (Etihad Guest Number: [protected]) do not appreciate this at all.

You treat people with dignity and respect and you will have more customer and people will come like a magnet. Dignity and respect is not only smile and serve, it is taking care of customer needs. We pay once and then you should take care of us, not open an agenda of paying more for this extra and that, I understand about the baggage but for seat.
Please be considerate and don;t behave like the one people call them miser and greedy. I hope you will listen.

Dear Sir/Madam
I am grateful for your cooperation .
My issue is relatively straight forward, it is in resolution stage.
As mentioned that Etihad has accepted the liability and they are prepared to pay
but only for the use of their service, in short if I agree to book my next flight with them.
I am in opinion that whilst, I have had in five journey four times problems and every time I have been compensated only if I were to book with them.
I would like to get away from this condition as I have lost the confidence and at one point I was charged £178 for hand luggage according to them it was a bit larger then the allowed criteria, which I was surprised as it was the same bag used on previous occasion thus in flight there were passenger who had bigger hand luggage then mine! My complaint is I should be paid in my account and wish to be liberated from this.Refrence number- RQID;640554

Just about half an hour before on 11.08.2018 around 21:30 hours I was booking etihad air ticket one way from abudhabi to karachi for ey200 21st august 2018 with the name of my self abdul jabbar pirzada. Once booking finished I paid thru emirates nbd master card, recieved a msg that wait for 15 min u will recieve ticket thru ur email [protected]@hotmail.com then I recieved 2 tickets with my same name same flight but with 2 different pnr n ticket numbers
Xxvoff
&
Tell us
With 2 msgs of amount deduction of enbd master card.
Soon after I contactec emirates nbd but they said contact the etihad air.
Contact number. [protected]

I have submitted this complaint towards our cancellation flight number EY 0028 with booking number ( RWKUEF ) & my husband booking number ( SXLNSI ) from Edinburgh to Abu Dhabi dated 11/08/2018

Kindly be informed that we reached the airport on time, however we got delayed in check in due to manual procedure without notified us as we were in queue for around 2 hours and after we asked them they tell us with improper response..

And then we again waiting for the boarding for one more hour until is opened the gate and set on the Planck with again standing in queue to go there, In the plane we waited until 3:00 pm and then informed us to drop off from the plane and take the luggage and go to book for hotel and taxi

Once again queue in luggage, queue in booking the hotel & queue in taxi until we reach the hotel which is not acceptable at all as it is located in remote area with no facility provided..

I'm a pregnant woman and booked in business to reach home smoothly but the whole terrible suitation lead me to jump from one floor to another waiting in queues for more than 7 hours !

The staff is unfriendly and have improper response to fix the issue and help us ! They did not update us and told us to go to hotel and did not give us the duty manager number to contact them for next scheduled flight & I have contacted the Etihad Airways in UAE as they don't know about the issue as the system showed that everything is went well and the plane departed on time.

The luggages was too heavy to carry from one place to another and there is no priority between business and economic passengers waiting in queues for hours let me to feel dizzy for standing the whole time ..

This is not acceptable and I need to be compensated for this horrible suitaion.

As there is no contact number I may contact them with no information

Regards,
Mona

To whom it may Concern

I am very disappointed with the service that I have been getting.
1- My journey started from sydney, I originally booked my seating 8c from Abou Dhabi to Islamabad, that allocated seat wasn't available for some unexplained reason. Which that issue was resolved in Abou Dhabi they upgraded me to business class.

2- I wanted to reschedule my flight from Karachi to Abou Dhabi, I called Etihad customer service spoke to Umair on the 7/8/18. 3:50am Abou Dhabi time he wasn't helpful at all.
The price he give me to reschedule is $1200 and if I need to purchase a new ticket is $400. So I told he to book a new ticket he replied to check with my travel agent because I might loss my ticket from Abou Dhabi to Sydney.
I called my travel agent and he fixed it with $ 350.

3- I have requested an upgrade to business class from Karachi to Abou Dhabi and Abou Dhabi to sydney.

I get to Karachi airport spoke to Etihad check in desk I was told that they can't because they can't host me as there is no food.

I booked my flight from LHE - IAD via AUH for 10th August 2018 on 21st June 2018. It was one month and twenty days before the flight. When i reach AUH and i went to transfer desks, first they made me waited for 2 and half hours from 7 am to 9:30am. At 9:30 am they told me that flight from AUD- IAD is overbooked and you have to wait till tomorrow. How can they overbook, i booked almost 2 months before. They compensated me with 300$ transportation voucher, which is completely useless to me. I want cash. The money i spent on booking a hotel in Washington Dc, went to waste. I was supposed to reach on 10th August 2018 but due to their mismanagement, i have been in loss. I will never choose Eithad again. Atleast they should have compensated me with cash, which may be useful to me.

Hello, I reserved a ticket for my American wife Christa Drongowski to enjoy the quality Etihad customer service. I had business in UAE few years ago. I liked my wife to enjoy few hours in the UAE during her trip. Today, I gave her ride to the airport to help her with the check in process. I was shocked from the level of the customer service that we received from the two Reps who work for Eithad at O'Hare airport. We had a hard time with one African American lady and the supervisor "Ashish".". First they refuse to let her go with the carry on because they claimed that it's extra weight, we take some stuff out and make it fit the exact permissible weight. Then they told us it does not fit the size of standard carryon bag. We responded, this is her return trip with Etihad airlines. How they let her in the first trip with this carryon bag? It's standard carryon bag that we travelled with it many times with other carriers. No one even care about the weight form those carriers. The African American lady insisted to force charges of $60 in order to allow us to check in. We called the police to solve this problem. Because we believe this is not acceptable. The supervisor " Ashis" finally allowed us to check in with the carryon bag. Then, the African American lady met my wife at the plane again with the supervisor and forced my wife to pay $60 extra otherwise she can't fly. I feel this is in appropriate practice and unprofessional behavior from the CS Rep. I am disputing those charges and I will share this story with all my friends and network because I feel that this is unfair and sort of aggressive behavior from the employee and the supervisor who supporting her. I feel she discriminated against us. I travel overseas a lot for my business. I never encountered such hard time from check in employee. She was very rude and unprofessional and took my professional urgent personally. She said" You will not get in without paying for this bag" at the beginning. And she did. Supervisor allow us to check in with the carryon bag, then they give my wife Christa Drongowski: hard time after she passed the security gate by the plane and forced her to make the payment. I believe that Etihad as foreign company from the Golf should give the best CS that reflect the great reputation that UAE is world's fifth most generous country towards strangers. I lived in UAE for years and I do believe that. Not sure how we was treated in such disrespect and humiliation today in O'Hare airport. I will never fly with Etihad airlines again. Thank you,

Your travel details
Flight Number (e.g. EY 256): EG655
Flight date: 07/08/2018
Ticket number: [protected]
Class of travel: Economy
From: Chicago IL (ORD)
To: Abu Dhabi (AUH)
Booking reference: [protected]

Christa

I was met by an extremely rude member of the ground staff and she refused to take my baggage after check in and said "good luck missing your flight" even though other passengers' luggage was being accepted, along with that's carry on wasn't allowed and the staff claimed that it was oversized even though other passengers had bigger carry ons than mine, I felt targeted and she was extremely out of place.
The flight experience in general was terrible as the seats were crammed, it was hot and the cabin crew was ignorant and refused to come to my assistance even after pressing the call button multiple times.
Flying with etihad was the worst flight I've ever had and I say that as a frequent flier. I'm never flying with this terrible airline again and I would suggest nobody does...