Check Compensation
Etihad logo

Etihad Complaints

Rating - 1Rating - 2Rating - 3Rating - 4Rating - 5

1.6

Jump to complaints

Contact Information

Mailing Address:

Etihad Airways P.J.S.C.
New Airport Road, Khalifa City A, PO Box 35566, Abu Dhabi, UAE

Phone:

1-877-690-0767 US
+44 (0) 345 608 1225 UK
+44 (0) 345 608 1225 IRL

Search for my flight

Recent Etihad flights eligible for compensation
close
Etihad Airways Complaints - Steps to Follow, Contact Info, Common Issues, and Expert Guidance

Etihad Airways Complaints - Steps to Follow, Contact Info, Common Issues, and Expert Guidance

Amy Lancelotte
Written By Amy Lancelotte
Last Updated: February 05, 2025

Etihad Airways, not to be confused with Man City’s football stadium, the Etihad, is a UAE-based airline that’s been going since 2003. While many may associate this carrier with luxury and a high standard of service, sometimes things don’t go as planned, and you need to make Etihad Airways complaints.

To help you through the complaints process, we’ll dive into the following:

  • Which common complaints are worth submitting?
  • Do passengers have official rights on Etihad Airways flights?
  • How should I make Etihad Airways complaints?
  • What contact methods does Etihad Airways have?

Common Etihad Airways Complaints

Touting yourself as a luxury airline is a double-edged sword. Passengers will tend to expect more, and if they don’t get it, that will likely trigger complaints. Here are the types of Etihad complaints that have the highest chances of getting something for your trouble:

  • Flight delays: Delayed Etihad Airways flights that meet certain conditions can require the airline to pay compensation ranging from £220 (€250) to £520 (€600).
  • Flight cancellations: Similarly, flights cancelled by Etihad Airways less than 14 days before the scheduled departure may also require compensation in the same range.
  • Denied boarding: When ticketed Etihad passengers aren’t permitted to board their flight due to overbooking, compensation is also possible.
  • Luggage issues: If your bags are lost, delayed, or damaged by Etihad Airways, it’s possible to claim compensation of up to £1,000 in the UK and €1,300 in the EU.
  • Customer service: When the flight or customer service doesn’t measure up to your standards, filing Etihad complaints can get you things like vouchers or travel discounts. Plus, it helps the airline improve.

Your Etihad Airways passenger rights

Your Rights as an Etihad Passenger

Depending on whether your Etihad flight leaves a UK airport or an EU airport, there are two similar regulations that may apply: Regulation UK 261 and Regulation EU 261.

Important! Because Etihad isn’t actually based in these regions, the limit of departure airports applies. That means that not every Etihad Airways flight will be covered. The most common use of these regulations is related to flight interruptions.

For example, if you leave an EU or UK airport, you may be entitled to up to £520 (€600) in compensation for flight delays totaling 3 hours or more. Additionally, flight cancellations made without at least 14 days' notice can trigger the same amount of compensation. You may also be able to claim this amount if you get bumped from an Etihad Airways flight, otherwise known as denied boarding.

Below is a chart to summarize the scenarios when EU261 or UK261 apply:

 

Covered by EU 261

Covered by UK 261

Flights arriving at UK or EU airports

No

Flights departing from UK airports

No

Yes

Flights departing from EU airports

Yes

No

As we mentioned, compensation for Etihad flight disruptions has a fairly big range. Here’s what to expect for a flight delayed by 3 hours or more, depending on distance:

Etihad Flight Distance

Compensation up to

Under 1,500 km

£220/€250

From 1,500 km to 3,500 km

£350/€400

Over 3,500 km

£520/€600

Was your recent Etihad Airways trip significantly delayed? Check here to see if the airline owes you any compensation.Check Your Flight

How to Submit Successful Etihad Airways Complaints

To help you through the Etihad complaints procedure, remember to:

  • Be proactive. Many issues, like ones pertaining to Etihad Airways flight disruptions, can be filed within 3 years of the flight. Wait this long, and you risk losing documents and details. So make your Etihad Airways after travel complaints as soon as you get home.
  • Provide contact info. To avoid delaying the Etihad Airways complaints process, give a phone number you can always answer and an email you check often.
  • Keep everything. Until your complaint is resolved keep everything that’s related to the issue. This includes photos, correspondence, booking and other reference numbers, luggage tags, etc.
  • State your expected resolution. You know what it will take to resolve the issue, so be clear when stating your desired outcome. Referencing the applicable regulation goes a long way.

How to get in touch with Etihad Airways

Etihad Airways Contact Information

Etihad Airways Complaints Email Address

Etihad has a general email address you can use: guest@etihadguest.com.

Etihad Airways Complaints Phone Number

The phone number you use will depend on your area. Here are a few common ones:

  • USA: 1-877-690-0767
  • United Kindom: +44 (0) 345 608 1225
  • Ireland: +353 (0) 16 569 900

Etihad Airways Complaints Form Online

There are Etihad complaint forms online for just about every scenario, from general feedback to mishandled bags to flight cancellations. Select the appropriate one and just click through the steps. This is the best way to contact Etihad to complain.

Etihad Airways Live Chat

There is a live chat function on the website that is available 24/7. It’s easy to find in the Help section.

Steps to make your Etihad Airways complaints easy

 

Flight Interruption Complaint Submission - 5 Simple Steps

  1. Visit www.AirAdvisor.com.
  2. Fill in the appropriate Etihad Airways flight info.
  3. Click the button to “Check Compensation.”
  4. Enter additional details as required based on your situation.
  5. AirAdvisor will resolve your Etihad Airways complaint ASAP.

At AirAdvisor, we can handle the complete Etihad Airways complaints process when it relates to flight disruptions. We do take a small fee as a percentage of any successful complaints.

Why handle a time-consuming Etihad Airways complaint yourself? Click here to let us file a claim for you and increase the likelihood of success!Check Your Flight

Etihad Airways Complaints Response Time

When you make Etihad Airways complaints, you can expect a written acknowledgment within 30 days. They’ll provide a comprehensive written response in 60 days.

FAQs: Etihad Airways Complaints

How do I contact Etihad Airways with complaints regarding flight interruptions?

You have two options. The first is to partner with an advocate like AirAdvisor to increase the chances of a favourable outcome. The second is to fill out the Etihad Airways complaints form online.

What contact options does Etihad Airways have?

You can send an email to guest@etihadguest.com, call 1-877-690-0767 in the US, call +44 (0) 345 608 1225 in the UK, or use the appropriate contact form online.

Are Etihad Airways complaints a waste of time?

Definitely not! You can claim compensation in the range of £220 (€250) to £520 (€600) for various flight disruptions. Well worth a little paperwork!

Does Etihad Airways offer live chat?

Yes, and it’s readily available 24/7 on the website’s help page.

Flight Compensation Calculator

Had Issues with Etihad Flight?

You might be able to get up to £520 (€600) for your trouble!
Free Instant Check

Free Instant Check

Free Instant Check

No Win, No Fee

Complaints

David Baxter

Flight cancelled with 24hr delay for alternative flight

Feb 4, 2025
Documents David
confidental
Good Afternoon Please find attached booking details for a recent flight that myself and my wife took with you from Heathrow to Melbourne and return from Sydney to Heathrow, we would seek compensation due to a 24hr delay on the outbound flight and also reimbursement of 1 night accommodation at he Oaks Melbourne as below AUD 2163.47/11 = Aud 196.68 I am unable to process the claim via your online application and have been informed via our booking agent Skywings (details below) that I should contact you direct King Regards Gary and Anouska Baxter
Preferred solution: Compensation
Loss: 100 EUR
Michael Leadbeater

No reason given

Feb 4, 2025
Missed connecting flight to Bangkok then the next flight was full. It took 36 hours to get to destination Eventually got to destination 12:30am on the 9th December rather than 7:20am on the 8th December
Nicholas Ackroyd

No reason given

Feb 4, 2025
I missed my connecting flight. I was then put on the 1st flight the next morning . Then after a few hours was told it was fully booked and put on a flight in the afternoon. A further 8 hour delay.
John Vick

No information about Visa restrictions in transit

Feb 2, 2025
We booked a flight from NZ to Germany. Etihad confirmed. Transit was in Australia and Emirates. No information was give to take care for transit visa, which is necessary for Australia if you stay longer then 8 hours (doesn't matter in or outside airport)!!! The transition time was 10 hours in Melbourne, so we was not allowed to start the flight in NZ and lost more than 1500NZ$ cancelation fee. We was not asking to travel to Australia, otherwise would take-care of a visa. We was also not aware of this specific timelimit (under 8 hours transit, no visa needed). Would you always check all visa regulation for transit states even when you payed and asked for a travel from A to B. I doubt that anybody would expect to take care for transit visa!!! I expect at least an information from the airline during booking about this limitation, because they booked a long as 8 hour transit which cause the whole trouble. We did not get any information or warning or help in this situation.
Preferred solution: Compensation, Refund, Reimbursement
Loss: 1200 EUR
Lawrence Maypa

Free seating that I paid for was not provided.

Feb 1, 2025
I had pre-purchased a seat selection for my upcoming flight, but when I boarded, I was not provided with the seat I had paid for. Flight Details: Booking Reference: LKFYEU Flight Number: EY440 Date of Travel: 25-01-2025 I had selected and paid for 34G seat online during the booking process, but upon boarding, I was informed that the seat was not OFFERABLE, and I was assigned a different seat. This caused significant inconvenience and frustration, as I had specifically chosen and paid for that seat in advance to ensure a comfortable and hassle-free journey. A guy on the boarding area, assured me that I would receive an email confirming the refund. However, as of today, I have not received any further communication or a refund for the seat that I paid for and did not get to use.
Preferred solution: Refund
Loss: 100 EUR
Lawrence Maypa

Free seating that I paid for was not provided.

Feb 1, 2025
I had pre-purchased a seat selection for my upcoming flight, but when I boarded, I was not provided with the seat I had paid for. Flight Details: Booking Reference: LKFYEU Flight Number: EY440 Date of Travel: 25-01-2025 I had selected and paid for 34G seat online during the booking process, but upon boarding, I was informed that the seat was not OFFERABLE, and I was assigned a different seat. This caused significant inconvenience and frustration, as I had specifically chosen and paid for that seat in advance to ensure a comfortable and hassle-free journey. A guy on the boarding area, assured me that I would receive an email confirming the refund. However, as of today, I have not received any further communication or a refund for the seat that I paid for and did not get to use.
Preferred solution: Refund
Loss: 200 dhs for 2 seats EUR

List of airlines

Why Trust Reviews on AirAdvisor?

  • Professional auto and manual moderation
  • Equal opportunity and protection
  • Verified content
  • 380,000+ clients trust AirAdvisor
  • Only genuine complaints
  • Helping air passengers since 2017

Ready to claim your £520 (€600) now?

It takes less than 5 minutes

Claim compensation

AirAdvisor has been featured in:

  • CNN
  • Forbes
  • USA Today
  • Mirror