Etihad Airways
Reviews and Complaints

Etihad has been engaged for a refund of flights from a deceased friend.

The service team has requested death certificates and marriage certificates in order to issue the refund to the widow. These actions were taken before expiry of the travel credit (18-Nov-22). Etihad has shared internal communication by accident between the Travel Bank and the customer service team requesting confirmation on the amount to be refunded, however since then there has been no response to any inquiries, no refund has been received either.

This issue has been rather taxing on the widow, thus acting on her behalf.

The now deceased passenger had informed Etihad that he was terminally ill, upon which Etihad's suggestion was to just book flights for someone else.

Furthermore, internal Etihad snippets were disclosed with the statement that the deceased had booked flights with the amount on 18-Nov (he passed away 3 weeks earlier)...

Shameful handling with no finese or due dilligence

Please resolve this urgently — I am losing my patience — my bag that was damaged by Etihad cannot be used again. I am a business class passenger and do not expect you to be so callous and indifferent — case number fyi is:
Case reference: [protected] crm:[protected]
And my emails exchanged with Etihad are below — absolutely unacceptable, hence would like you to resolve and close this immediately. Montreal's convention also expects that passengers be compensated immediately.

Sanjjeev D
Dec 28, 2022, 8:56 pm
To baggage
I am awaiting a payment for my damaged bag that was rendered unusable due to the negligence of Etihad Airways.
Please expedite, lest I have to invoke Montréal convention principles.
This is ridiculous — bag is not usable any longer.
Please escalate it to your senior management and get the payment through for a new bag — and also revise the policies re damaged bags accordingly.
I look forward to receiving the payment urgently. — best wishes
Sanjeev
Looking forward to early closure.
Thanks

This is not a dent... The suitcase doesn't move.
I need to replace the suitcase.
And I don't have any personal insurance policy to claim.
Also when the airline has damaged the bag, why would you expect any customer to claim insurance on their own... International protocols do place an obligation on the airlines to settle the claims of damages immediately.
This is a business class customer, and I would think you will surely treat fairly and make arrangements for the payment urgently.
I am traveling tomorrow, 17th Sept. Again, so request you to approve and pay immediately.
Thanks
Sanjeev

Thank you for taking the time to write to us with regard to your latest flight to New York. We are sorry to hear your bag was damaged.
Having reviewed the provided pictures, we can see that the damage is limited to a dent in the suitcase. In line with our damaged baggage policy, we are unable to accept liability for minor damages, such as dents.

Considering the situation, we recommend you get in contact with your travel insurance provider, as they may be able to assist you further and offer you reimbursement of the repair cost of the bag. We will be happy to provide you with official documentation to support your claim.
Thank you for giving me the opportunity to review your case. We look forward to welcoming you back on board soon.

Dear [Etihad],

I am writing to file a complaint regarding the refund of my ticket, which I purchased in June 2021. As you may recall, my flight was cancelled due to COVID-19 and I was told that the ticket would remain open until September 2022. However, when I contacted Etihad in July 2022, I was informed that I had lost the ticket and would not be eligible for a refund.

I was very disappointed and frustrated to receive this news, especially since I had previously contacted Etihad to inquire about the status of my ticket. To make matters worse, I am a cancer patient in stage 4 and was hospitalized at the time, which made it difficult for me to follow up on my complaint.

I strongly believe that I am entitled to a full refund for my ticket, given the circumstances of the flight cancellation. I request that you investigate this matter further and provide a prompt resolution. My ticket reference number is HMIUGJ, and the other tickets that were cancelled have the reference number EKGRYG.

I appreciate your attention to this matter and look forward to a positive resolution.

Yours Sincerely

I Ali

Travel Bank from ETIHAD is such an inhuman crap, the worst thing I did ever was that booked one ticket from ETIHAD, they cancelled flight, proposed Travel Bank without other option, ended up with nothing can do with this travel Bank, a completely fraud!

I would suggest people to stay away from this airways company, they are thieves! their customer service was like doing nothing but "sorry I can't help",nothing at all, and it was really hard to reach them, the whole thing was just in chaos! a lot of frustration, a lot of disappointment! I would never ever try them again, not just me, whoever around me, my friends, my familly, whoever wants to try this crap I would save them.

If you're planning to travel, if you suppose to use this airways, I hope you will think it twice more, there are many other airways which has much better service, if you do have other choices, do avoid this one, otherwise it would be the beginnig of a nightmare !

Cancellation of flight. No refund to customer. But was paid to travel agency One Stop Travel Tours. which should be paid to me. I being sending emails to Ethihad airlines no response or reply. I call customer [protected]. Their refer to to send an email still no response from them. Please escalate. I require my refund.
Passengers. Mrs Ragini Sewsunker, Miss Shweetha Dhanputh, and Suveer Sewsunker. Flight was to departure on 7 October 2022. From O R Tambo airport to to Dehli returning on 16 October 2022.

Ticket reference number or airline reference number WXOPAJ
Ticket number [protected] and [protected] and [protected]
Require investigate and I dispute this wrongful business practices.
Kind
Mrs Ragini Sewsunker
[protected]

So this saga began on the 15th of November 2021 at that point in time I booked a ticket for three members of my family to fly from Melbourne to Dublin return flying out on the 7th January 2022. The ticket cost $8,829.30. As I went through the booking process it asked me to record a payment and the payment options were to use a credit card or to do a bank transfer. I tried to use the credit card option but wasn't able to transfer that amount of money using the credit card so then I was limited to the bank transfer option. I made the bank transfer followed all of the directions and the bank transfer apparent appeared to successfully go through. I did not at this point get a booking reference confirmation via email and I assumed that this would come through at some point. I actually didn't check that the ticket had been successfully ticketed as I assumed that it would have been. As I came closer to the fly date I started looking around for the ticket and I could not find any evidence of this ticket. I proceded to then contact Etihad customer service to try and understand what had gone on. They had no acknowledgement of this ticket and given I had limited time before flying I had to book another ticket for my son to fly with me. The other members of my family who I had originally thought I was buying a ticket for decided not to fly. Etihad Customer service advised me to book this new ticket and said that I should then chase down a refund once I had returned from my trip.

We flew in January 7th 2022 to Ireland. Once I retuned form Ireland I started the process expecting that it would quickly be resolved. First issue is that Etihad no ticket or record of the conversation that I already had as it appears that tickets for CS need a booking reference. Initially I tried on numerous occasions to get Etihad to investigate the refund and essentially got nothing. Each time I had to explain the whole situation as there was no record of the case, this was very annoying.

At one point I was told that it was probably a Bank issue on my side and that I needed to chase down my bank on this. I did this eventually getting the evidence that the payment had been made to BV Collect agency (Your agency btw) on the 15th of November.

At this point haven proven that you agency had the money you would expect that the process would run pretty quickly from here, you had my money and you had not issued a ticket for this money so should you not have processes for returning this money to your customer. No appears not again I am the only person chasing this down.

Evidence of payment provided to CCdocs email on the 24th of June 2021.

I have spoken to numerous reps in your callcentre since the I've called at least 5 times and spoken to your customer support. I've been assured on numerous occasions that the payment was being escalated to your payments department and prioritised and that it would be made soon.

Every time I call you I still have to explain this whole process every time from the beginning.

I'm extremely frustrated at this point in time you've had my money for nearly twelve months, Your customer Service processes are clearly not up to scratch, your payment collection process is clearly broken this money has been with your payments collection entity BV collect for more than 11 months and nobody is questioning why. Your escalation of tickets is broken as I have called 15 times and this is not received the appropriate escalation despite the fact that your reps agree with me that this is unacceptable but there's no way for them to get this resolved.

They have promised to call me to keep me updated but again this has not materialised and I have heard nothing.

They have suggest registering a complaint and this is the second time that I have done this the first one does not seem to have registered as I have hear nothing.

The fundamental issue for me is to get my money back and can you please address this as soon as possible.

I would also expect that given that this has been 14 months that I am a frequent customer with Etihad having flown with you for over 15 years that you would make some sort of compensation on the basis that this is completely unacceptable behaviour.

I look forward to you resolving this as soon as possible.

CUS NO. [protected], Book Ref: QRJLZP

On Wednesday 21/12/22 I checked in Flight number EY451 aircraft 77W ETIHAH AIRWAY. used my phone 61+ [protected] to purchase a 24 hours internet package while on board.

Wi-Fi ID #WISP4QP1X8E5Y4DGNLVS

Flight EY451 21-Dec-2022 SYD-AUH, Wi-Fi plan purchased-Plan 24 hours

Stay connected for 24 hours with 350MB of data - perfect for long-haul or connecting flights.

24 hours USD 29.99, 21-Dec-2022 13:12:23 UTC

The internet worked for 3 hours then shut me out completely

We had booked our ticket from Edinburgh to Dhaka on 12th December, 2022. Since Etihad does not have any operation in Edinburgh, we flew from Edinburgh to Amsterdam as a transit flight operated by KLM. We had three check in luggage.

We did another check in from Etihad desk in the Schiphol airport and it was ensured from the check in counter that our luggage would be transferred properly. Our second transit fight was from Amsterdam to AbuDhabi on 13th December, 2022. We took our last flight on the same day from AbuDhabi to Dhaka operated by Air Arabia since Etihad also does not have operations in Dhaka.

Upon arrival to Dhaka on 13th December, we received two of our luggage but one luggage is missing. It has been 15 days now we have not received our luggage back. We filed a compliant in the lost and found section in Dhaka office. We have been informed through them that the luggage is stuck in Amsterdam in the custody of Etihad and even the scanned copy of the item details have also been shared with us and we confirmed that it is our luggage. The reference number for the luggage is AHL DACG918871 OHD AMSKL43093. However, even after 15 days, we have not received out luggage yet. The Dhaka office is saying that they have tried several times to reach the Amsterdam office, but the office is not taking the matter seriously and handling it too casually.

We are highly concerned about our luggage. It has now almost the time to get back to Edinburg and our luggage has not handed in, All our necessary items are in that luggage and we are in great difficulty.

We draw the attention of the authority of Etihad to help us by brining our luggage back with immediate action. We are very disappointed with the customer service.

I booked my air tickets in early June to Zurich (Booking No. EKMSJN) and called up the customer service hotline to amend the booking details but the customer service told us that they are unable to amend the booking details and advise us to cancel the booking so we can do a re-book so we cancel. The customer service ASSURE us that the refund will take 7 to 45 working days (Which is the standard refund policy timeline) BUT yet we waited for more than 6 months but there's no refund given at all. We called several times to the customer service and always the same replies:

1. We have already send an urgent reminder to the refund team, we assure that the refund will be return to you.

2. We are investigating on this, you may need to wait 4 to 6 days.

3. Please call back to us again as our refund team is not available.

4. The refund has been done, please wait for 7 to 14 days.

(Excuses non-stop)

AND guess what nothing came back? Etihads even choose to ignore my messages from Social Media because they couldn't resolve this issue at all.

Such simple booking amendments Etihads can't do and cannot even refund as the money back on time.

My flight was on 19th Nov. New booking no BWWGOX and I'm already back from my holidays. I still need to think of getting back my refund from Etihads.

Terrible experience, flight is not up to standard. My friends recommend me to book a flight with Etihads and I'm already facing such experience. I will never recommend this AIRLINE to my friends and family.

Solutions: I had engage CASE officer to do the follow up for me due to my busy schedule but apparently they have very limited access to reach Etihads as Etihads did not response to my officer and ask my officer to get us to call them instead.

Recommendation: Place an legal claim, don't wait. If you wait somemore, the money will not come back.

My child flew from Australia to Berlin, with a transfer (and immigration) in Brussels. This was purchased as a single through-flight, with several legs. The plane was a bit late arriving in Brussels, and immigration took a while, so they missed their connecting flight. Etihad was totally unsympathetic and charged an exhorbitant amount for another flight to Berlin. Some passengers were put on other flights where they had missed their connections, but my child and some others were not.

I am talking about LVXXRJ booked on 03dec2022

I was on the call with customer service agent on the last hour and waiting on answers for the questions raised regarding baggage allowance.

Upon her final answer on baggage, we decided to cancel the ticket.

By the end of the call she is not willing to cancel the ticket and claimed that we passed 24th hr. I explained her clearly we were in the same call for about 55mins seeking answers for question raised.

Kindly help us and cancel the ticket for full refund asap.

I am daily following up with online etihad agent and there are keep repeating that the case is under investigation.

I am totally frustrated and sick keep following daily.

I request you to help us please .

I am writing to express my dissatisfaction with the way your airline handles passenger luggage. I supposed to travelled to ORD to HYD on[12/04/2022]. But due to delay in connected flight they cancelled my ticket and rebooked AIR INDIA ticket. Unfortunately, my luggage was lost. I was informed by the airport authorities that my luggage has been misplaced when I reached my destination airport.

In the first place, I did not expect such negligence from a reputed airline brand like yours. Worse still, I did not receive my luggage till today. This is truly disappointing, and I find it completely unprofessional how in our world today, with the security and technology available to you as a large airline could completely miss-place baggage.

The total value of my belongings inside my luggage is I have certain $7000 items inside, which are entirely irreplaceable and essential to my family and me.

I hope that the bag will be located and sent back, but should it never turn up and be reported missing indefinitely, I want you to offer me compensation for the inconvenience caused.

I hope you improve your standards and be responsible for the passenger’s luggage in the future.

Note: I have very important documents in that and I don't even have any clothes to wear and I am spending extra money to buy stuff from here as my luggage is missing.

Airline Reservation Code

ITYVPJ

Bagg tag : [protected], 28.

i got the worst service ever in Etihad guest customer service her name is Denis she put me on mute without telling me for long time two times while i am talking tp her to hang up but i kept on the line for more than 1 hour and i always got promise that someone wull get back to me if i made a request and no one get back to me and there is no escalation levels or escalation process or anyone care

Dear team I got visa rejected issue with no specific reason or receiving email about it

Can you please respond and tell me why I got rejected and what's is the reason that I haven't receive any email

Service Name: VISA - SINGLE ENTRY - Tourism 60 days - ISSUE NEW VISA

Application Reference : 0101021040092022412039419

Receipt Number: [protected]

Thanks you

Respected Sir/Madam,

I am Dr.Shanmuganathan Periyasamy and I travelled with my wife and 2 years old son on 30th of November 2022 @7:30am in ETIHAD Airlines from Manchester Airport (MAN) to Chennai Airport (MAA).

I faced a really terrible situation in the Check-in desk of ETIHAD Airlines where one of your colleagues (not sure about the name) handled my family in the worst condition in which I could see some "racism" in her behaviour which was not good on her part.

My explanation on my situation on the day of travel is - I did my online check in 24 hours before my travel. After entering Terminal 1, I informed one of the colleagues working in the ETIHAD that I would get a padlock inside the airport. After this when I stood near the check in desk there was 65 mins (06:25am) of time for the departure of the flight, Unfortunately it was totally 7Kgs extra than the allocated baggage. She was really harsh to put upon me that I cannot remove any goods from my baggage,nor exclude small baggage on the whole which was holding 9 Kgs.

In this case ,she gave me only 2 options stating that I have to pay £280 for the extra baggage weight or not to proceed with my travel on 30th of November 2022 then unfortunately I paid £280(Receipt is attached) if not so I would have excluded my 9kgs 1 baggage but she dont allow me to do so. I would also like to add that I have travelled in Emirates, Qatar and Oman Airways none of them have treated me in this way when I get extra baggage in the check in desk this was my first experience with one of your colleague the way she used the intonations while speaking to my family was really she seem to be racist.

Please kindly take action on the respective person so that it doesn't harm others and she should be aware of how to handle the family with kids when they are ready to travel without any racism. I have attached the following proof for reference. My understanding is that with the ticket reference number you will be able to pull the respective person who was handling my baggage check in process.

Eticket Reference Number: 607-[protected] - 097

Booking Reference: VPCKKG

With regards,

Dr.Shanmuganathan Periyasamy

Hello my name its Spiridon Kavalieratos I will start from the beginning at 5/6/22 I have the pleasure to travel with Ethihad from Sydney to Greece with my family for 3 months holiday to see family members and was really nice!

They way back 5/9/22 I take the airplane from Thessaloniki to go Athens and Abu Dhabi to Sydney that was the schedule, refit all my luggage with the destination to Sydney I have the copies from the luggage the flights and anything you need in Athens I was 12:30 midday and my flight was leaving at 2:50 I pass all the check in and I was waiting to EY 90 to see what gate will be open for my flight Its open for gate a11 and the change that again to wait I ask from Ethihad personal by name John to help me wen the time was really close and him check my ticket flight check the screen and was say to me your airplane have a delayed you going from gate a5 at 4 clock I say thank you and I was going to gate a5 and when I get there I see on the big screen Ethihad Abu dhabi 4 o clock beautiful my problem solve I was thinking when time is come I was on the line with my family me my wife and 2 five years old kids to tell me were its not the flight were I’m supposed to get in, and my luggage the come out from the other airplane and then my nightmare its began unpleasant situation I was have to find my luggage found were not other Ethihad airplane flight I was desperate really unpleasant situations I was need to find a place to crash and the next day I call the Ethihad central to tell em what was happened I wash speaking with Iba good girl trying to find me a flight for 4 people and was can’t find was say only 2 family members in 2 days and they other 2 in 2 weeks no way to separate my family I was thinking, more about after what just happened I have so much stress after that and still I cant believe what just happenedi anyway I pay a travel agent to find me tickets after 5 days trying because Covid-19’ we found tickets for the next two weeks I was need to go back home because they expenses was too much I pay 7130 euros for my new tickets and this its were I asking to refund the extra tickets im not asking for my expenses were I have to do it I just want the extra tickets money! Regarding Spyridon

I originally put money on my travel bank with Etihad in 2020 just after Covid hit, with an expiry date of 2 years after purchase (I had to book my flights prior to the expiry date). That expiry date was later extended until 30 September 2022. I complied with my obligation and booked flights prior to that date. Etihad has now cancelled my flights but is saying that they are unable to offer a refund (even though this is stated in their cancellation email) because the travel bank has expired.

I am travelling with two small children and this has caused me a huge inconvenience. The entire experience with Etihad has been horrible and I no longer wish to ever travel with them again. I would like a refund, given that the flight cancellation is their fault and no fault of my own.

Hi, Flight EY 42 / 09th Dec 2022: Booking Ref QUICGS

This flight was scheduled to depart Dublin at 0845/9th but did not depart until 1220/9th Dec, a delay of 3 hours 35 mins. This delay then resulted in a loss of connection to EY 454, departing Abu Dhabi at 2235/9th Dec and scheduled to arrive Sydney Australia at 1930 / 10th Dec. This loss of connection resulted in my flights being rerouted on EY 450 departing Abu Dhabi on 1105/10th and arriving Sydney at 0705/11th December.

This resulted in a total delay to our party of 11 hours 35 minutes.

Our party on this booking includes Mary St Lawrence, and same booking ref of QUICGS.

These delays are now a matter of record and should not require any proof from my end.

While going from Adelaide to Islamabad, I got my brand new bag broken. When returning back to Adelaide, another new bag found to damaged. I lodged a complaint, they offered me ab nominal price, though I asked them to take the damaged bags and buy same new bags for me. But they were rude and unprofessional. I’ll not use Stihas ever again.

Please AVOID Etihad.

I had a ticket with Etihad since two years ago, they didn't want to refund it (Due to the Covid cancellation), they saved my money in Etihad guest account as a credit. I received an email 3 month ago, forcing me to use the credit or it will be expired. They wanted to force me to travel or lose the credit. However, they shouldn't do that under any circumstances, I nicely explained that I can't travel due to my husband sickness (Diagnosed with liver cancer). They requested a proof, I have sent them confidential documents from the hospital, which was unethical at all to show this stuff. They approved the refund and requested the bank details, which I did send 3 month ago now. They haven't refunded the money, and not responding to any of my emails. I can't believe how unethical was that. I will raise it to the highest level and got all of the proof. I will raise it to the social media, ACCC and everywhere as while I am suffering with my husband disease and running between hospitals daily to extend his life, they got me to suffer more emotionally and mentally.