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Etihad Complaints

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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

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: June 03, 2024

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.

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Complaints

Mr Zaheer Ahmed Mullaji

Transportation

Jun 8, 2024
Dear Team Etihad My name is Mr Zaheer Ahmed Mullaji My Bokking reference : SXF6JV I hope this message finds you well. I am writing to express my concern and disappointment regarding the recent changes made to my flight booking's . As you are aware, I originally booked four airline tickets to depart from Birmingham ( BHX) . However, I was informed that my departure airport has been changed to London Heathrow. This unexpected change has caused significant inconvenience and disruption to my travel plans. Additionally, I was surprised to learn that there will be an extra charge of £92 for the reissue of the ticket's. This fee, along with the lack of any transportation allowance to cover the additional travel to London Heathrow, is unacceptable as the situation is not a result of any action or fault on my part. Given the circumstances, I request the following: Waiver of the £92 reissue fee: This charge should not be applied as the change was made without my consent. Provision of transport allowance or arrangement: To cover the additional travel costs from Birmingham to London Heathrow. I trust that you will address these concerns promptly and fairly. If we are unable to reach a satisfactory resolution, I will have no option but to escalate this matter to ATOL and IATA for further review and assistance. I look forward to your prompt response and a swift resolution to this matter. Best regards, Zaheer Ahmed Mullaji 00447877313146 1, Brompton Road , Birmingham ( UK ), B44 9PL Booking Reservation Code: KBXWKG Air lines Reservation Code; SXF6JV
Preferred solution: Please arrange transportation for me from Birmingham ( BHX) to London heathrow airport because I am traveling with my young kids.Also can you confirmed my flight tickets. I don't want me and my family to have any trouble while travelling.
Cecil Thomas

BAGGAGE NOT REACHED CALICUT AIRPORT

Jun 7, 2024
Baggage not reached calicut airport. All our clothes were in the bags and we had a marriage to attend and had to purchase new clothes very dissapointing services
Preferred solution: Apology / Voucher, upgrade
Ani A;Lexy

Hidden overcharge at London Heathrow T4

Jun 4, 2024
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2

I booked my ticket by the name shown in my passport with three name( Given ,Middile,Sur name). Due to character restriction on the site , while printing the Ticket shows only two names.During air port boarding check in mine and my Daughter,s long middle name is not printed. they charge me 152 GBP for name change. That also showing middle name ( not the three name and also it is given me with spelling error. I was in front check-in counter(23 may 2024, 1800hrs) with Ms S..... for at least one and half hour and she was not pay attention to us like she was engaged with converstions to other counter staff. she was arrogant and rude. This travel was urgent for us to see our parents who are delebrately sick. With out any hessitance i paied the charges asked for. But I was literraly annoyed of the dealing . I request you to refund the extra amount i paid for the name change
Preferred solution: Refund
Loss: 178.46 EUR
Ayub Patel Patel

Air conditioning too cold

Jun 1, 2024
Hi, Ref Flight EY11 20/05/2024 Seat E73 This is to complain about the journey from Abu Dhabi to Heathrow, considering all the passengers had come from hot climates the air conditioning was far too cold. I made several complaints with the cabin crew and they just offered me an extra blanket, passengers do not fly to become ill as I have now with a nasty cold, this will now entail me to take more time off work by presenting sicknote to my employers who will not be happy with me for taking more time off. I am baffled as to why the air conditioning was so cold and was on continuously for the duration of the flight, when we flew from Heathrow to Abu Dhabi this was not the case, I am very disappointed with this part of the service.
Preferred solution: Compensation
Tarachand Raisinghani

Wheelchair Assistance caused problems

May 31, 2024
Etihad Customer relations Case #2403274115012 - Etihad Airlines from Delhi - Abu Dhabi - Regina Flight # EY 141 Hello, It is with deep regret and a lot of disappointment I am raising this complaint about Etihad Airlines which I boarded from Delhi to Regina. I had requested for a wheel chair assitance all the way to Regina. However, when I reached Toronto pearson airport I was left single handed on the terminal while my next flight to Regina via Air Canada was on a different terminal. Nobody approached me that I had to check in and clear the customs with my luggage knowing am a 70 year old man and have sever knee pain. It was 6 hours lay over on the pearson airport and it took me 4 hours to reach the Air canada terminal with no help from Etihad. I have raised complaints with them and they said I did not use the service effectively. While there was no one from Etihad who escort me to the customs, it was difficult to communicate since I do not speak English and fellow Asian guy call for help from the Airport authority and I was a call with Etihad and my son & daughter on the phone this all time. They have all the recordings. However, they are denying the fact the senior person needs to be escorted knowing there is a flight change from Toronto - Regina. I paid so much money almost $3500 for the return flight and this is the service I got with no compensation and just an email stating sorry. Request you to do something because the similar experience happened when I returned to India and this time my son and daughter also noticed the way they were throwing assistant chairs to each other and not communicating directly with the passengers. Not all of us speak English so why cant they hire bilingual staff. We expect better services or else please provide compensation. I have attached my email reference and it took them 45 days to resolve the issue after multiple calls and email chasers and ticket for your reference. I am highlight disappointed with the service.
Preferred solution: Compensation
Loss: 750 EUR
Hazrat Karim

Unknown

May 28, 2024
When i came abu dhabi from london heatrow.the next flight has gone to jeddah due to delay the first flight .the next day i reached jeddah saudi arabia.and one of my UAE visit visa which was have one entry.Expired because of them.i was so upset from ittihad . when i was going to UAE again and emmigration did not give me the entry.Because ittihad use my visit visa for in out of airport .i am so upset from ittihad and will never fly again.If they did not compulsate me.i lose my UAE visit visa .ticket cancellation also.lose of money .

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