Etihad Airways
Reviews and Complaints

I have taken a flight on 25th November from Abu Dhabi to Sydney. I bought 2 bottles of whiskey from German airport and when transferring at Abu Dhabi airport, Etihad staff advised to put those two bottles in a fragile box to be sent off as I cannot take them on board. I questioned them as I haven't been informed by the duty free staff and whether it is safe. They assured me they will take care of this as it is fragile item.

When I collected the items from Sydney airport the bottles were broken. It is very disappointing how Etihad treats the fragile items. If they can't take care of it, they shouldn't take it away from the customer.
Both bottles are not available from Abu Dhabi nor Sydney. They were sealed in a clear plastic bag and other airlines allow them to be taken on board.

Returning flight from BKK to London Heathrow via Abu Dhabi . Etihad flight 407 24/11/13, A watch which was in the case was removed from my luggage during this journey. I am totally disgusted at the options I have in front of me when entrust a reputable airline to take care of me and my personal possessions. Can anyone help with the best course of action for me? I see from reading such forums this is quite common, box left in tact in my case whilst items are missing.

On 31 July 2012 I bought an e-ticket Dublin-Delhi return (booking reference X4LUDP).

On 30 October 2012 (one month before the flight) I cancelled my booking.
My ticket booking confirmation clearly stated that “cancelation before the flight permitted at a charge of EUR175”.
However, I did not received a refund.

On May 27, 2013, (after seven month of waiting for the refund!), I e-mailed my request for a refund to [protected]@etihad.com but (apart from an automatic response, INTR:[protected]) I have heard nothing further since.
I repeated my attempts twice – on July 11, 2013 and August 25, 2013 (INTR:[protected]), with the same result.

On October 17, 2013 I called the head office in Abu Dhabi (at a substantial cost) to demand that refund would be processed.
I was reassured that my case would be dealt with.
Nothing happened since.

Under consumer law Etihad Airways has failed to honor the contract.
I have decided to make my last attempt to get Etihad to pay me the refund before i file legal complain.

I had 2 planes to Bangkok from Manchester (depart at 9pm local time) and 2 planes back from Bangkok (depart 8.30pm local time), both stopping at Abu Dabhi, all of the first 3 failed to deliver the basic service i expected after paying £712! The first 2 planes managed to mess up my meals i received a small plate full of fruit and 1 drink throughout the whole flight despite constantly asking, at least 4 times throughout the journey for drinks, with the reply of 'yes one moment' by the hostesses each time, who never returned. My television did not work either for the first 3 flights leaving me extremely bored and noone on the aircraft was able to sort this problem, the rest of customers TV's seemed to be working perfectly however, and on the second flight i received no food at all, i was starving and there was not even any sandwiches or savoury snacks left when they got to me let alone meals. The third flight i was forced to chose my 3rd choice meal out of 3 due to running out once again which i could not eat due to a nut allergy leavingmy very cautious of any food i am unfamiliar with, i asked if the meal contained nuts but noone really knew. Overall my journey was a very boring and hungry one which isfar from what i expected travelling with Etihad for the price i paid. I hope to hear back from you and look forward to it.

Thankyou for your time

Daniel Pinkerton

I had booked 2 Doha – Nairobi return tickets with scheduled departure on 7th Aug 2013. I had checked in on-line for both the legs of the journey i.e. from Doha to Abu Dhabi and from Abu Dhabi to Nairobi. As I reached the check-in counter I was informed that Kenya Airways has cancelled their flight to Nairobi due to the fire at Nairobi and the staff is instructed not to take passengers from Doha to Abu Dhabi. I waited for about two and half hours in the airport and ultimately I had to return home. The staff were not willing to give it in writing that the flight is cancelled.
I contacted the Abu Dhabi office who told me that Nairobi airport is closed until 15 Aug 2013. When I told him that the airport is already re-opened, he told that Etihad flights to Kenya are cancelled for the next 3 days. I told him that I am already aware that Etihad was operating a bigger flight on 8 Aug 2013 and they should try to accommodate us in that. He in turn informed that Etihad cannot accommodate us for the next three days as all flights are full and would refund me the money.
All along, Etihad was misleading me and were eager to refund me instead of accommodating us in the next available flight. In this regard please note the following:
a) Airport staff told that the flight to Nairobi was operated by Kenya Airways and the same is cancelled. Reality - I had booked the ticket through Etihad official web site.
b) Abu Dhabi office told that Nairobi airport was closed until 15 Aug 2013.
Reality - Nairobi airport had resumed operations on the same day.
c) When I brought it to their attention, they next told that Etihad flights from Abu Dhabi to Nairobi is cancelled for the next 3 days.
Reality -When I told them that I am aware that Etihad is operating a bigger flight on the next day, they told that they could not accommodate me on that flight and for the next three days.
The above sequence of events shows that Etihad was giving wrong and misleading information.
Option for re-booking was available but they told flights for next three days are sold out.
As I was going on a very short trip the consequences of cancelling the trip is too enormous. I have already lost heavily on the hotel bookings and other travel arrangements. Notwithstanding the financial impact, the inconvenience caused is also too much. I had planned everything well in advance for these holidays and now I have to sit idle at home for the next five days.

Travels date 12July2013 flight no information
Etihad airline fromchennai to abu dabhi and transit to Frankfurt our baggage is lost still no information on our baggage from the airlines such a bad for me still i never missed any of my baggage from can some body help me to contact the right person to claim my baggage from the the airlines it c carries important documents inside .
Flight no informationFRAY269.

I have been overcharged for a duty-free purchase I made whilst on flight EY 470 that departed Singapore 9 June 2013 at 23:35.
I bought an SKross Travel adaptor, the advertised price was US$47 / AED 173.00.
I paid in Singaporean dollars and on today’s exchange rate should have been charged $59.6090 Singapore.
Instead I was charged $67.00 Singapore (AED 194.4505 / US$53.4021), and overcharge of $7.391 Singapore (the equivalent of AED 21.4505 or US$6.4021).
I was unable to attach PDF file with proof of purchase.

On 18th april I bought a fligh trough Etihad.com website, a flight between Madrid and Yakarta departing Madrid on june 4th. The reservation number was HJSRRD
Around 11pm Madrid time of 23rd april I received an email (if you scroll down you will see it, it is the email that starts the chain of emails I am forwarding) and a text message confirming the first leg of my flight was cancelled. The email did reference the Etihad conditions of carriage and did not specify that Etihad was going to provide alternative routes.

I tried to contact Etihad on the Customer Service numbers but it was impossible to reach as the lines where completely swamped.
I looked at Etihad website to see my booking and the first and last legs appeared as "already flown".
I tried to look for similar flights in Etihad website but there was no flights between Yakarta and Madrid for any date.
I looked in several flight search engines and the flight that had been cancelled seemed not to be in operation any more.
I sent several emails to Etihad asking for help and confirmation and I never got a reply.

As this was an urgent matter to me and I decided to book 2 flights with another airline (Madrid - Jakarta, and Jakarta - Bali)

After and after trying several times I managed to get through to a Customer Service representative who told me that it had all been a technical mistake and an error, and that there was no problems with any flights. But, by that time I had already bought alternative flights, so I need Etihad to be consistent with the information they provided about the flight being cancelled and reimburse my flight. But now they are saying it was a technological problem and the flight cannot be reimbursed.

Last Friday, 12 April 2013, I travelled from Beirut to Abu Dhabi using Etihad. Etihad staff charged me $75 for access baggage. They used my master card and assured me the transaction did not go through than charged me again $75 in cash. The master card was charged as i checked with HSBC bank and has the authorization code To9194 and the cash receipt they gave me has the following numbers: [protected] and 607 [protected] 4 and psgr ticket [protected]. I am writing this complaint not only to get my refund, but also to complain about the counters and staff that are representing Etihad airways in Beirut Airport. I always use Etihad airway to travel to any destination were I am used to the hospitality cooperation and efficiency. In Beirut non of the previous was available for the passengers. The counters were filthy full of dirt everywhere, the screens were out of order the passengers did not know were to go to be served. Furthermore, the staff were extremely rude and unhelpful except for one lady there. Please follow up the case with care. Beside wanting my refund as soon as possible I would love to see the counter and staff in Lebanon good enough to represent Etihad Airways.

Kholoud Ibrahim

I was trying to book a ticket for my March 3rd journey through www.etihad.com.With the credit card problem coming back and forth on the page, i made a mistake of booking it on March 1st instead of March3rd. When i called up the call center, they initially said my change fee is 1200USD. When i asked them to recheck, they said its 210 USD, then they added some other taxes and said 230USD. When i went through the website, it is written that there is no change fee if i had booked through www.etihad.com, when i enquired about this, the call center girl told me that there is a mistake in the website and i have to pay the fare. I had to pay the fare and had to be on hold for a long time. She just puts me on hold, without informing itself, and i felt there is no concern for the customers. Very poor customer care. Very unsatisfied. So bad that they couldnt even follow what they had written on the website. The website itself is full of lies.BEWARE! Please see exemptions under point1.2 on the link.

Took me more than 90minutes to change the existing booking with agent ID05509112.on 20th january 2013.My worst customer service. My booking reference 4GA5VJ.755

Hello there,
I am a 27 y.o. Jordanian civil engineer living in Doha, Qatar.
In December 2012, I went to the Philippines and Malaysia. I planned to go to the Philppines first and to Malaysia after that from the Philippines. So, I purchased 2 separate e-tickets through Expedia.
I planned to arrive in Manila on 12-Dec-2012 through a 2-stop flight (DOH to AUH to KUL on Etihad Airways, and KUL to MNL on Malaysia Airlines), but due to the delay of the first flight segment (Flight EY398 from DOH to AUH), I missed the connecting Flight EY418 from AUH to KUL, and Flight MH806 from KUL to MNL consequently (both on 12-Dec). Flight EY398 was supposed to depart at 20:50 on 11-Dec from Doha, but it had a 2-hr delay.
Upon arrival in AUH, and after realizing that I missed Flight EY418 on 12-Dec and discussion with flight transfer desk staff, the amendment that I was provided with was to go to Muscat and then to Kuala Lumpur on Oman Air. Although I told Etihad staff that my destination was Manila, not Kuala Lumpur and that I needed an alternative to reach Manila on 12-Dec, they told me to contact Etihad duty manager in Kuala Lumpur upon my arrival there to find a suitable solution to the matter. I departed from Abu Dhabi after spending about 12 hours at the Airport (roughly from 3am to 3pm). At Muscat airport, I spend 4 more hours until I departed to Kuala Lumpur.
After arrival in KUL, I tried to contact Etihad office at KLIA, but no one answered my calls. I explained the matter to Malaysia Airlines staff. They told me to pay 350 Malaysian Ringgits as a no-show fee to go to Manila on Flight MH806 (on 13-Dec) and they told me that seats were going to be sold out. I tried again to contact Etihad office, but no one answered. So, I realized that time was running out and I decided to pay the no-show fee for Malaysia Airlines (350 Malaysian Ringgits) to avoid further delay and to avoid waiting until the next day at KLIA. Finally, I departed from Kuala Lumpur to Manila at 4:20pm after spending about 9 hours at KLIA. I arrived in Manila on 13-Dec after a terrible travel experience.
During about 2 days wasted on flights and airports, the total of my discontinuous sleep periods did not exceed 5 hours (or 4 maybe).
As a result of the delay, I failed to arrive at my hotel in Manila on Dec 12 as per my planned hotel reservation.
I already sent a compensation claim with attachments to Etihad 3 weeks ago through the email published on their website. I am still waiting although they told me they would reply within 14 days.
I know that delays can happen with any airlines. Whether a delay happens or not is not the point, but the point is to how to quickly react to the incident and to provide the customer with the satisfactory alternative.

Hi
I Latifa palgharwala travel with etihad air ways on 5th Nov 2012 flight no EY 0150 from Chicago my reservation code 2CBV4B
and put my 2 luggage in checking bar code ey 988679 and ey 988680 and when i landed in Mumbai airport on 7th Nov 2012 morning .When i reach my home and go to open my luggage that time i saw my barcode no Ey 988680 bag lock has missing and some one open my bag and stolen my jewelery was stolen worth of $5000 i file complent at Mumbai air port and they say go to police station and file complent they send me to air port to see cc camera footage and we see all camera footage we did not t find anything suspicious I thought that it happen in Chicago only
second thing in Abudabi airport air ways people force to put my carry on luggage in inside that time i don't lock my bag and that bag they took my money about $2000 for that who is responsible now i am in India and i don't have money it is very shame on part of etihad airways
so my request airways that i want to see CC camera footage in Chicago air port . as i was not in country i permit my husband to see camera footage his name Kuresh palgharwala
Hope Etihad airways will take action and reply me as soon as possible
Thank you

I had a flight from Dhaka to NY with transfer from Abu Dhabi. First day the flight is cancelled and I learned it at the check-in counter with a claim that I am called but not reached. Next day I went there and again right at the counter I learned that my second flight (Abu Dhabi to JFK) was delayed 16 hours. They tell me vogue expressions like "you maybe given hotel accommodation". I told them any random person can give such vogue expressions like "maybe", he is ETIHAD supervisor and uses expressions like "maybe". I insisted them to call Abu Dhabi office and give me a clear answer with a written paper otherwise instead of staying in the Abu Dhabi airport 16 hours, I would stay in Dhaka one more day at home and fly with next day's flight. He called and assured me that "I will be arranged a hotel and ETIHAD will help me with my one day visa pass". I wrote this on a piece of paper with his name under the paper with the duty manager's name he spoke. I came to Abu Dhabi and guess what? Now I am in the airport, it has been 12 hours since I have landed here and still sitting on an armchair here. They are very kind though, whenever I go to their transfer desk they are kind enough to offer juice and Burger King vouchers! Last time I was there and saw a lady whose son is a pilot in ETIHAD being in the same condition. They issued her a pass for in-transfer area hotel lounge. When I saw this and complain why it is not the case for everyone, they tried to bribe me with the same thing and that was the last time I was at their desk. I am on this journey starting from Dhaka for the last 20 hours... The visa officials and those official staff are even worse than them. I was in the same condition once in CANADA and it took 30-40 minutes to take visa and go out. Never and ever again

People involved in this:
Someone called something like "Senaullah" in charge of duty transit service in ETIHAD Abu Dhabi, Staff No: 17357
ETIHAD Abu Dhabi Duty Manager Matthew
ETIHAD Dhaka Duty Officer Staff No 13648

In September I have written an email complaint reference Ref: 112013. On the 10 of October I have received a reply from Neeta Mansharamani, Guest Affair Officer Australia and New Zealand. While I appreciate a response to my complaint I am not happy with the response as I believe this matter was not truly/ and fully investigated given that the reasons stated by Etihad do not seem to be correct. As such I would like this matter revised ASAP and escalated if required.

Firstly, the email states that TAP had made arrangements for me to fly emirates. This is NOT correct. "I" have made arrangements( "NOT" TAP "NOT" ETIHAD) to fly with Emitates by leaving the transit area after almost two (2) hours of being at complete loss where to go, what to do and suffering from extreme stress which left me quite ill and on the verge of seeking medical help at the airport. I should also note that I am a cancer patient and had just recently finalized chemotherapy and radiotherapy treatments.

"I" decided to direct myself to the last resort I had come to, which would be to buy a ticket to fly out of Millan ASAP.

Once at the ticketing desk and being quite upset and feeling quite nervous and crying I explained what happened, it was at this time that the Attendant from the sales desk, helped me by transferring me to the Emirates flight.

The fact is that I had "boarding passes" all the way to Australia and regardless what time I arrived, Etihad had the responsibility to ensure all "checked-in passengers" had boarded the flight! In most cases I have witnessed/ experienced other airlines having a few minutes delay waiting for passengers who have connecting flights and in last resort if the flight can no longer wait "someone will stay behind to assist these passengers directing them to alternate flights", in addition to this in all flights I have been the airline offers either "meal vouchers" or "hotel accommodation" if the waiting time is over a certain number of hours, in my case it was "eleven (11) hours"!

ETIHAD has FAILLED not only to follow those procedures to the very minimum to show they care about their passengers, but they have now gone one step further and instead of owning to their mistake and offer me some type of compensation, decided to point fingers at TAP.

I didn't miss the TAP flight I missed ETIHAD, and as such I am hoping you can rectify your mistake.

Regards
Fernanda Dias

Hello recently I flew this airline. the flight attendents seem prejudice against Americans. They did not even feed me until last and I ordered a special meal. They gave my meal to another person and gave me a biscuit that was old off of someone elses plate. It had dirt on the outer package. I was very angry at this point. Also, while exiting the plane nobody said "thank you" to me but they did to the other passengers. How much more ride and uncordial can they be? I will never fly this airline ever again! This was Chicago to Abu Dhabi. They also made me pay $50 for a hand carry bag in Chicago and the guy at the counter was very rude and arrogant. I had to oay $50 for just a few extra ounces. can you believe these people? The do not respect their customers at the least!

To whome it may concern

To the complaint directory/ceo/md

I have two complaints all together, I am very frustrated and annoyed since the 1st complaint is not resolved since 1 year and now I am raising the another complaint as well.

1st complaint - this is regarding the guest mile as I have not been credited correct guest mile. I have tried complaining last year but this was not resolved, I didn’t receive any response.
Basically I booked 5 ticket from india to uk and I was been told many times that I can claim miles within 3 months from the return journey. When I tried clamming the return jorney mile was rejected because it was more than 3 months, so the fact is I was been given wrong information by many of your customer service and sales people that I can claim the mile within three month after return date for the entire return ticket. But when I climed they said it has to be within 3 months from each leg. If you factor this statement in my case than I was well with in the time frame since I claimed my mile before 3 month period. I don't understand why this hasn't been consider while taking the decision. Why I was given wrong information, more than one time, etihad airmile is responsible for providing me the incorrect information and now I am also entitled for compensation since I have wasted so much of time to chase this complaint but haven't had any reponse. I have all the prove that I have sent not less than 10 emails.. You could also check the recording or any calls I have made from 0044-[protected] before the booking date I was been given wrong information.

2nd complaint – this is regarding the flight delay connection wrong information and I was not been update with any changes.
As a sample check my attached email where you will find the quality of information customer care is providing, when my family came from india to uk they had a connection flight in abu dhabi and when I called the customer care for status I was been told that they will miss the connection as the flight is running quite late, their flight has been reschedule. I was been sent the attached ticket for all five passenger that their flights have been changed, now they are coming via london. However they came in the same connection flight and I was not been informed about this, I wanted to be at the airport before time since they were coming for the first time but they waited in the airport for more than 3 hours and I had to book a emergency taxi and had to pay £120. My friend was suppose to come to pick them but obviously they changed the timing and messed it up completely. My family were waiting at the airport for so long and it was a very big hassle since the reschedule ticket was showing completely different time and information.

Now you know what a situation I have gone through since your colleague provided wrong information, so to conclude same thing has happened for the air-mile issue, this is not my fault and I shouldn't have to go through this horrible process. I would have already booked my flight since 3 months before but I have been fighting for the airmiles since last 10 months now. I strongly insist that this should be consider in more detail and I require the compensation for the inconvenience and the extra spend I have done for the taxi.

Regards
Sohan
Ph – 0044 – [protected]
Email – [protected]@yahoo.co.in

We just took etihad for our last trip from Geneva to Seoul and had a very poor experience. 
The plane was brend new and the service standard but far from the exceptional they promote. 
What was howver very bad is the lack of communication and help when our plane back was delayed. We ended up missing our connection in Abu Dhabi ( the last airport in the world where you want to spend time unless you fancy 5 hours in a McDonald type environment). Any other decent airline will offer access to the lounge or hotel if you are delayed by more than 6 hours in your journey.
Definitely the last time we traveled with them

My name is d. srilakshmi, c/o p. lova raju, d/no:46-10-24, kakinada-533002, e. g. dt, andhra pradesh, india. I am residing the above address presently. I got married with mr. d. john christy who is my husband on 8.5.1999 at navabupet, alamurumandal, east godavari district, andhra pradesh, india. due to wedlock I have two children namely d. kavya manojna and d. bhuvan raju aged about 12years 10 years respectively. my husband had left from my home without maintaining my and me. now I came to know that my husband is developing illegal relationship with his co-employee by name k. r. p. praveena who worked at indigo airlines, chennai, india and leading illegal matrimonial home at chennai without my consent. now my husband is working at etihad airways, chennai, india as senior airport duty officer at chennai internation airport premises at chennai, india. I request you to goodself to take necessary action against my husband and help my children and me. thanking you, yours faithfully d. srilakshmi.