Etihad Airways Reviews 

😡🚫 Really bad customer service and a…

😡🚫 Really bad customer service and a faulty system.🚫😡
● Booked 3 return tickets online (Zurich to Dhaka) and I have approved the payment using my UBS app right away. Money has been deducted from the account, which was confirmed by the Etihad Agent later.
● During the final stage the webpage returned an error: "Please try again. If the problem persists please contact us for more information (E/37578)". I called an agent right away, and I have been told that Etihad received money and provided me with the booking reference number, and asked me to wait 2hrs for the tickets. Talked to 2nd agent 2hrs later and asked me to wait for a further 2hrs. Talked to 3rd agent after 20hrs and told me they will refund me the money in 7 to 45 DAYS.😡 WHAT A JOKE.
● All I wanted was my ticket, NOT A REFUND as I have already paid for it and have a reference number.
****** WHY did you take my money and then not issue my tickets?? *******

I am extremely frustrated and disappointed with the airline's actions. Despite paying a premium for a fully refundable ticket and following the proper procedure to request a refund, I was denied the refund I was entitled to under their own terms and conditions. Instead, they offered me a credit to book another flight, which is unacceptable.

It is outrageous that the airline would cheat its customers like this and refuse to honor its own policies. I have no plans to travel in the near future, so this credit is of no use to me. It is clear that the airline values its profits over the satisfaction and well-being of its customers.

To make matters worse, the customer service I have received has been pathetic. I have had to follow up multiple times with no clear response or resolution, leaving me feeling even more frustrated and disappointed with the airline's service.

I strongly advise against using this airline if you have other options. Despite their marketing claims, they do not deliver on their promises and fail to provide even basic service to their customers.

Your opinion matters!!!

I have purchased ticket directly from Etihad airways website on the 14/01/2023 flying from Manchester to Kochin.

I felt extremely embarrassed in-front of all the people for the first time as my card got rejected for no fault of mine.
I know all business hold payment such as soft payment amount first to see if the customer can afford the ticket then release payment. However Eithad payment team authorised 4 transactions in total starting off with £3,144 then payment of £860 , £1,142 and £1,142. In total for this booking Etihad charged me £6,288. I spoke to your advisor on +44 345 608 1225 and the lady I spoke to said it’s not the fault of Etihad and I need to speak to my bank but I phoned my bank first before contacting Etihad customer service team. I am extremely disappointed the way things are handled and leaving me in this situation.

Extremely bad experience DO NOT USE THIS COMPANY. When I called they said there was a transit Visa but upon arrival I was denied entry. The airport denied the existence of a transit visa and the official made me pay 120 euros!!! I competency at its best. I will never fly through Saudi again!!

A Racist Airways! First time flew with Etihad always had impression about ethihad,first my flight London to Dhaka via Abu Dhabi
It Was family trip with 2 Little Baby no help from cabin crew very rude unfriendly attitude,Every time bus transfer in Abu Dhabi! from Abu Dhabi they change my flight to air Arabia a disgusting 3rd class airplane no ac nothing loud sound Again cabin crew very arrogant
And i will request anyone not to use Abu Dhabi airport even i didn’t find a Stoller for baby most occupied by indian staff Can't speak English properly
This is my last trip with Etihad

Stuck on a hot plane for 8 hours on the tarmack with no food or water or airconditioning!!! No refund, no communication. Every-time I try and submit a refund request no one replies. They didn't even pay for my hotel or rebook me on another flight and now they are missing in action and owe me $3000.
CU iN the NT

My hardcase suitcase was damaged during my flight from Johannesburg to London on 11 September 2022. Upon arrival and discovery of the damaged Bag, I followed the protocol and reported it to the Etihad baggage handling desk. After asking for the value of the bag, I indicated that the value would be £75 to replace the large hard case bag. After receiving the report, I was then told to my amazement that I needed to get a repair assessment in order to proceed with the claim, which needed to be submitted via their claim form online (more on that later). My hardcase suitcase was CRACKED. How would you repair that? It was quite clearly unrepairable, yet common sense was not in play here. So, fine, I decided to follow the procedures. After being advised that K2 Global was the preferable suitcase provider for Etihad, I contacted K2 and was directed to an online claim site, which I was required to pay £10 in order to receive a baggage damage assessment. I obliged and received the damage assessment, which to nobody's surprise, stated the bag was unrepairable.
At this point my departure from London was approaching, and I needed another bag ASAP. So, given that my replacement value of my bag was £75, as agreed in the baggage report received at Heathrow, I proceeded to order a bag from Amazon to the value of £74.99. Pretty spot on I thought. I then proceeded to complete the online "claim form" on Etihad's website, and this is where things quickly fell apart. Firstly, the "claim form", which perhaps did exist at one point, has been quite thoroughly hidden and buddled in to Etihad's feedback process. The most convoluted feedback process followed, finally which I managed to get to a point whereby I could submit my claim. After submission, I heard NOTHING back apart from the automatically generated email for a few days. At this point, I was getting quite anxious and managed to find (again by some miracle) a telephone number to ask if my claim had been received. To which I was told that an agent will assigned and that I need to direct all correspondence via that channel, and that the telephone line could not assist with baggage claims. Finally an agent was assigned, and I was asked to upload all documents relating to the claim, to which I gladly obliged. Again, no communications was received for days, to which I sent two follow up emails asking for any correspondence or acknowledgment. Finally, a reply was received. To my astonishment and anger, the reply stated that I had NOT submitted the invoice for my damaged Bag, and as such, AS A GESTURE OF GOODWILL, I will be offered $50 as compensation. The damaged Bag is 4 - 5 years old. I do not have the receipt for the purchase of this bag, yet this was the technicality that Etihad chose to deny my full compensation (£75 + £10 for the damage claim assessment). I replied with a resubmission of the asked for documents, and stated that I did not accept the $50 compensation as it was way below the replacement value of my bag, as well as the cost of the damage claim assessment I was made to perform.
I was then informed that since I had not accepted the $50, I could no longer be helped, and my claim case would be closed!
In utter shock and disbelief, I proceeded to contact another Feedback email address I managed to find, outline the current situation and including the thread I had had with the agent assigned to my case. A few days later, I was replied to, stating once again that because I had not provided the purchase invoice of my damaged case, I could not be helped. I was once again offered $50 "gesture of goodwill", and by this point I was so desperate for any sort of compensation, that I accepted.
I wanted to write this review so that other travellers are aware of the sheer absolute SHOCKING process that Etihad forces travellers to go through if their luggage was to get damaged at the hands of their baggage handling staff. I had rated Etihad quite highly prior to this flight, but I will NEVER recommend Etihad to anyone ever again after this experience.

Where to start!!!! First time flying with Etihad and beyond a doubt will be our last!!! Organisation at Singapore and Abu Dhabi was zero leading to utter chaos and mayhem, despite a plethora of staff present just standing round!! Food and drink choices ran out by row 24, and quality of food when available was appalling!!!! Do not pay for the wi-fi!!! Despite paying for the package sold as catchup with work, emails won’t even download!!! Wi-fi definitely being Mis-sold to customers and certainly not fit for purpose!!! Air crew were very respectful, polite and appeared embarrassed and apologetic at the failings. Some ground crew were particularly rude and abrasive. Our other family members flew with a different airline for the family holiday, and most definitely had a far superior service!!

As a family we decided to act responsibly and find out about potentially changing flights after we discovered a Covid case in our family. We sought advice from Etihad about changing flights and were told this would cost us 400AED per ticket and we could change flights up to 5 hours of departure. We got this advice 10 days before our flight date. 4 days before our flight date we decided to go ahead and make those changes - and fly a few days later, so kids could recover safely and we would travel without infecting others. We were then advised it would cost 1300AED additional per flight to change. We advised them that we were told otherwise and we expected 400AED per flight. We were told, no, pay or bust. BUT that we could request an investigation. We did. We have since tried to get an insight into the investigation. We have tried have access to the tapes where we received the information and Etihad keep pushing us off. We never speak to anyone - just website chat, e-mail from a 'feedback@' e-mail address. Etihad has now, after 2 months of messages (mostly from me chasing them) offered they have closed the case without any support or evidence and they do not acknowledge the mistake that was made by Etihad. I am leaving this review here because there's no other place to really review Etihad. If you have straightforward trip or journey, its a fine airline. IF you need any customer care, or have a concern about your consumer rights, these are not the guys you want to have to deal with.

A good company, they flew their flight from Moscow to Tokyo, everything worked out, the staff was polite, the plane was clean, the food was delicious. If I have to, I will choose them again.

I hope Etihad can respond me from Trustpilot

my baggage was damaged and they promised to replacement, they give me a ref for replacement
I still waiting from May/22
ref ADHPBK -

What thieves! Made me change my flights. Promised to compensate. Never paid back a penny. Chasing since April 2022. Scums running a scam. Never travel @Etihadairways or trust a word that comes out their mouths.

Absolutely appalling service. We booked flights to Abu Dhabi way back in January and have just been told the departure time has changed.

It means we leave so early that we land at our destination at 2am! I also need to book an extra day off from work. I contacted the airline and said I understand there’s a lot of pressure at the moment, but you’ve ruined our plans. At least move us to a flight even earlier so we can land at a reasonable time.

Alternatively, what do you expect around 500 passengers with their kids to do at 2am in a foreign country? I’ve had ZERO assistance and now face having to book an extra ‘night’ at the hotel, despite what will be a check in time of 4:30am and therefore making practically no use of it.

To make matters WORSE I’ve just received an email stating my return flight is now departing at 9am! This means getting kids up at 5am, leaving your hotel by 6am to be at the airport in time.

I specifically booked a later flight so I can avoid this.

NEVER AGAIN!!!

My family travelled on 15th July 2022 from Auckland to Pakistan with two stopovers. Melbourne and Abu Dhabi. At Lahore airport they found out all the 5 bags did not reach... seriously?... where are they?... when will they reach?... no clue... in this era of technology, no clue. Even on their World Tracer web portal bag are tagged with numbers but there are not showing any tracking location. At least bags should give airport location. Otherwise what is the point of such portals?
This is so stressful and shocking for me and family from an airline which has been one of the top ranking airlines in the World.
It's summer time in Pakistan and the bags have all the necessary clothing and gifts for relatives. What will they wear the next day?... keep buying cloths?
Yes Etihad has customer services and they do respond BUT it's all typical protocols and copy paste, computer generated assistance.
These types of incidents force you to take baggage insurance. But some can't afford to take it and secondly, insurance is no replacement for emotions.
I would NOT trust Etihad Airlines with my baggage second time. Extremely disappointed.

I booked a flight with Etihad from Budapest to Phuket for January. The return flight connection from Brussels to Budapest has been cancelled. I tried to reach out to customer support but to no avail, since they don’t respond on Facebook. I can’t rebook the flight on their website, their European phone lines are not working and calling from Europe to the UAE would cost a lot of money. I asked for a callback as well and they didn’t offer me that either. They don’t have an email address either. So far, the worst customer support I’ve ever encountered and I don’t know what will happen with my return flight.

Flight was delayed by over 4 hours from Manchester to Abu Dhabi which meant we missed our connecting flight. The staff didn't tell us what is going on until 2 hours after landing in Abu Dhabi and then we were shuttled like cattle to a dingy hotel (our group and a total of approx 50 other passengers). We were assured that our checked baggage will be held at the airport until the next connecting flight which was 24 hours later. Upon checking in again 24 hours later we were then told that we had to pay for our hand luggage and carry on bags because they were not originally included in the new transfer flight. After speaking to a team leader they checked our hand luggage. When we arrived in lahore our checked hand luggage arrived but guess what?... our checked baggage from mancheey3r didn't! We were then told that the luggage arrived in Abu Dhabi but not put on the flight. Put in a baggage claim form and the situation is that it is now 3 days and we are STILL waiting for our luggage. For a country with an impressive infrastructure and etihad Airways who claim to be pioneers in their field... this service is absolutely shocking and disgraceful. I am travelling with my elderly disabled mother and luckily we had her medication in our hand luggage but this has seriously left a sour taste. Not good Etihad Airways

Flew Etihad Airways in March onboard their B787-10 Business Class and must say I am impressed. The service on board is very warm, the catering in Business Class was definitely the best I had in the skies so far. Being a frequent flyer, I can definitely say that this airline and the Business Studio is one of the best in the world. Transiting in Abu Dhabi was smooth and easy, not a single bit to complain about. Glad I booked on Etihad!

We made a Bid for an upgrade for my father for one of the flight legs. The bid got accepted when my father was already on his 1st flight. As soon as the bid got accepted I called the customer service as I found this to be very odd as the journey had already began. They assured me that my father would be upgraded in the next leg. I explained that we don’t have any means of contacting him to let him know that the bid had been accepted, again they assured me that he would be upgraded on his next flight with no issues. I spoke to my father when he landed at his destination and he told me he travelled in economy all the way, and was never offered the upgrade. He said the gate staff called him checked his boarding pass and just let him board the plane into economy. To make matter worse, I had been charged for the business upgrade. When I called the customer service I was told that my father did travel in in business class. I explained that he didn’t and was told to send a copy of the boarding pass which I did. They did nothing. Since then my father had also called them and told them he didn’t travel business class. They asked us to fill out several complaint forms and we were told we would hear back within 28 days, 28 days is way over and still no avail. So as it stands Etihad had taken our money and have made no contact with us. I find it very disturbing that an airline don’t actually know where their passages sit. This would be catastrophic in an airline Emergancy. To the point if the airline was to crash, Eithad have the potential to give the family of the deceased the wrong body. I know it’s an extreme example. But it’s a concern nevertheless. How does an airline not know where their passengers sit? And how do they get away with stealing people money. Etihad has a bunch of monkey working for them. The airline should be ashamed of the way they treat customers. It’s disgusting.

It is intimated that i was awarded USD 50 for destroyed baggage by the airline vide Etihad Airways reference: 211130681318.

I have sent my account details more than 7 times against Etihad Airways reference: 211130681318, yet no bank transfer of USD 50 has been made possible against my baggage claim so far and I keep getting automatic emails from their end that the bank transfer is not successful right after I send a reminder to them. This is sheer frustration created by the airline for its customers as they want to hang the case till i give up. This is seriously cheap..

No transfer has been made and receiving these mails to provide IBAN right after sending a reminder (19 reminders in my case) proves that I have been directed to an auto generated email service by the airline to deceive me.

This is absolutely agitating. The airline it seems; is really in need of professional help. Now since my claim is only 6 months old I am not surprised to see this level of deceptive customer service.

So disappointed to be honest, i have included the management of Etihad Airways as a last resort to intervene and hold the personnel responsible for this uncourteous and rude behavior but i fear they all are just the same.

They will of course keep it hanging, USD 50 it seems is such a big amount against destroyed luggage case for the airline to stoop so low.

I will however not give up on my right even if they plan to keep this behavior for the coming 20 years.

Etihad Airways reference: 2201191004650 CRM:00960002592

Etihad airways has a flight diversion to DOHA for a planned journey from KOCHI->ABU DHABI->AMSTERDAM. As a result, I had to spend a day(24 hours) in the airport loosing my planned appointments ahead. As a consequence, when I filed a ticket with Etihad, they said "sorry for the inconvenience and such a diversion was beyond their control."
Etihad or any organization must not use the sentences "Sorry for the inconvenience" unless the mistake is smaller or meagre. This is not the case, they lost customer satisfaction and quality expectation.
Next, they should not use the words "Diversion was beyond their control", this is stupidity, unless you could not predict an weather which is not the case. You could take decision based on the forecast and inform the passengers during the flight journey. The passengers were stranded in the flight at DOHA airport(after diversion) for 4 hours straight without food and care, next after reaching ABU DHABI, no prior planning on handling the passengers of issuing the immediate flight boarding passes but made to wait for a day. This is insane. What non sense is this from Etihad that you simply state a reason that it is "beyond your control" and you shrug off. That is not wise decision from Etihad or any airways for that sake.

Airlines must be fined seriously for every mistake in quality not being met, passengers are paying immense fees and taxes for a flight journey.
They must monetary compensate for any kind of such situations otherwise inform promptly while in the journey of the expected adverse conditions. If not well informed, they are liable to pay compensation for every possible delay.

Diversions beyond control can be immediate earthquake, or thunder lightning etc.

It is stupid and cheap of Etihad airways and any other airlines, who are using the words "beyond their control" and loosing trust of customers.
A customer relationship can only be gained in achieving quality in every aspect, even a slight mistake had led to "beyond our control of trust". Airlines must compensate customer monetarily, otherwise provide quality service at first line.