Etihad Airways complaints: comments, page 2
394 comments
Bilby J
Verified | Aug 21, 2026
Kochi-Dublin
Economy
Flight got delayed from cochi and we missed the second flight from Abu Dhabi. Ethihad Airlines arranged the next flight after 12 hours. Myself (Bilby)and my son(Rayan ) was arranged hotel out side airport and my husband got hotel arranged inside airport ,which was so disappointing and stressful. We waited outside the immigration section for 4hrs for the same
- Kochi-Dublin
- Economy
Viktória M
Verified | Aug 19, 2026Male-Vienna
Economy
No reason given
The flight was cancelled due to sitaution in iran, out original flight was last minute cancelled and they only offered us new flight to abu dhabi (without connecting flight to vienna), etihad paid back only money for cancelled flight. Weeks of communicationwere done via chat, now attaching email. Several other costs occured but missing payment proof- Male-Vienna
- Economy
Herminder D
Verified | Aug 18, 2026Abu Dhabi-London
Economy
When our luggage arrived on the conveyor belt we saw that it was open and things were falling out of it, we asked them to check there an then as the pram extender could have been recovered but we were told to file a complaint instead. We had a three week holiday and were not able to use our pram the entire trip, it's worth close to 2k!
- Abu Dhabi-London
- Economy
Saad U
Verified | Aug 16, 2026Islamabad-Munich
Economy
Subject: Letter Before Action – Wrongful Refusal of Carriage, Booking Ref 94G54V, EY 301 of 25 July 2026 Saad Ullah Andechsstraße 35, Top 4 6020 Innsbruck, Austria saadullahtoaustria@gmail.com | +43 688 64775495 Etihad Airways PJSC Etihad Airways Headquarters, New Airport Road Abu Dhabi 35566, United Arab Emirates 15 August 2026 By email and by registered post. Booking reference: 94G54V Original ticket: 607 2416410343, issued 29 May 2026 Reissued ticket: 607 2416748512, issued 7 July 2026 Etihad Guest number: 500117156921 Flights refused: EY 301, Islamabad–Abu Dhabi, 25 July 2026, 19:45 / EY 125, Abu Dhabi–Munich, 26 July 2026, 02:30 Dear Sir or Madam, This is a formal letter before action concerning Etihad's refusal to carry me on the above booking, and Etihad's subsequent refusal to refund me. The booking On 29 May 2026 I purchased a return itinerary under reference 94G54V for EUR 720.54: Munich–Abu Dhabi–Islamabad on 1–2 July 2026, returning Islamabad–Abu Dhabi–Munich on 5–6 August 2026. I flew the outbound sectors as booked. On 7 July 2026 I paid Etihad a further EUR 187.00, plus a Global Service Fee of EUR 26.24, to move my return travel to 25 July 2026. The ticket was reissued as 607 2416748512. The sole purpose and sole value of that payment was to secure carriage on 25 July 2026. What happened on 25 July 2026 I attended Islamabad International Airport in good time, arriving at the Etihad check-in counters at approximately [time]. My checked baggage was accepted and tagged by your ground staff. A boarding pass was issued for me in your departure control system. That boarding pass was never handed to me. Instead, your staff took me to an immigration officer and told me I could not travel to Munich because I am studying in Austria. I explained that I hold a valid Austrian student residence permit, which entitles me to enter the Schengen area at any external border crossing point, including Munich, and that I had chosen Munich because it is the closest and cheapest airport to my home in Innsbruck. I remained at the airport, asking repeatedly for the boarding pass that had already been issued in my name, until the flight had departed. No assistance, rebooking or written explanation was offered to me at any point. The objection raised by your staff was demonstrably wrong. On the same day, using the same passport and the same Austrian residence permit, I purchased and travelled on a replacement flight from Islamabad to Vienna with another carrier, and continued by rail from Vienna to Innsbruck. That carrier accepted for carriage precisely the documents Etihad refused, and I entered the Schengen area without difficulty. Etihad's refusal therefore had no basis in the documents I held. I would add that Etihad had itself carried me from Munich to Islamabad on the same booking, on the same documents, three weeks earlier. Etihad's position When I raised this through your online support, I was told that I had not arrived on time and that no refund would therefore be made, and the case was closed. That statement is factually incorrect and is contradicted by Etihad's own records. A boarding pass cannot be issued, and checked baggage cannot be accepted and tagged, after check-in has closed. I hold photographs of the baggage tags applied to my luggage by your staff. I was subsequently advised by your support agent to take the matter up with the legal authorities. I am doing so, and this letter is the step that precedes it. The legal position Etihad accepted me for carriage and then failed to carry me. That is a non-performance of the contract of carriage and engages Etihad's liability, including under Article 19 of the Montreal Convention 1999, to which Pakistan, the United Arab Emirates and Germany are all party. Under Article 33 of that Convention, proceedings may be brought at the place of destination, which in this case is Munich, Germany. My claim is not time-barred; the two-year period under Article 35 does not expire until July 2028. If Etihad's position is that carriage was refused on document grounds, I require that reason to be stated to me in writing, together with the specific provision relied upon. As set out above, another carrier accepted the same documents on the same day, and Etihad itself had accepted them on the outbound leg of the same booking. What I require 1. Refund of EUR 187.00 and EUR 26.24 paid on 7 July 2026. I make no claim that this sum was partly earned. It was paid solely to secure travel on 25 July 2026, on which date Etihad refused to carry me. Nothing whatsoever was delivered for it. 2. Refund of the proportion of the EUR 720.54 ticket attributable to the unflown Islamabad–Abu Dhabi–Munich sectors. On the fare construction printed on my own ticket, the return sectors represent NUC 206.40 of NUC 343.23, or approximately 60 per cent of the fare. I claim that proportion of the fare, together with all taxes, government charges, airport fees and carrier-imposed charges levied in respect of the unflown sectors. I make no claim in respect of the outbound sectors, which Etihad performed. 3. Damages for the additional travel I was forced to purchase to complete the journey Etihad had contracted to provide: – replacement flight, Islamabad to Vienna, purchased 25 July 2026: 600+ Euro – rail travel, Vienna to Innsbruck: 120+ Euro Receipts are attached. I took the first reasonable option available to me and mitigated my loss. This head is claimed in the alternative to paragraph 2, or to the extent that it exceeds the sum refunded under it, so that there is no double recovery. 4. A written statement of the reason Etihad refused to carry me on 25 July 2026. Preservation of evidence I put Etihad on formal notice to preserve, pending proceedings, all records relating to this matter, including but not limited to: the complete PNR history for booking 94G54V, covering both ticket numbers and including all agent remarks and the reissue transaction of 7 July 2026; departure control system records showing the check-in acceptance time on 25 July 2026, the boarding pass issued in my name and its issuance timestamp; baggage acceptance and tag records and any offload record; any TIMATIC or document-check entry; the identity of the staff involved; the full transcript of my contact with your online support; and any CCTV footage of the Etihad check-in area at Islamabad International Airport for the evening of 25 July 2026. Deletion or non-retention of this material after receipt of this notice will be drawn to the attention of any tribunal or court seised of the matter. I am making a separate request under Article 15 of the General Data Protection Regulation for the personal data described above. Deadline Please respond substantively within 14 days of the date of this letter, to saadullahtoaustria@gmail.com. If I do not receive a satisfactory response by that date, I will without further notice: file for conciliation with the Schlichtungsstelle Luftverkehr at the Bundesamt für Justiz in Bonn, which is the competent body because Etihad is not affiliated to the recognised private German conciliation body; issue proceedings at the place of destination under Article 33 of the Montreal Convention, using the European Small Claims Procedure under Regulation (EC) 861/2007; lodge a complaint with the Consumer Protection Unit of the UAE General Civil Aviation Authority; lodge a complaint with the Pakistan Civil Aviation Authority regarding the conduct of ground operations at Islamabad; and initiate a chargeback with my card issuer for services not provided. I would much rather resolve this directly with you. Yours faithfully, Saad Ullah
- Islamabad-Munich
- Economy
Saad U
Verified | Aug 15, 2026Islamabad-Munich
Economy
Subject: Letter Before Action – Wrongful Refusal of Carriage, Booking Ref 94G54V, EY 301 of 25 July 2026 Saad Ullah Andechsstraße 35, Top 4 6020 Innsbruck, Austria saadullahtoaustria@gmail.com | +43 688 64775495 Etihad Airways PJSC Etihad Airways Headquarters, New Airport Road Abu Dhabi 35566, United Arab Emirates 15 August 2026 By email and by registered post. Booking reference: 94G54V Original ticket: 607 2416410343, issued 29 May 2026 Reissued ticket: 607 2416748512, issued 7 July 2026 Etihad Guest number: 500117156921 Flights refused: EY 301, Islamabad–Abu Dhabi, 25 July 2026, 19:45 / EY 125, Abu Dhabi–Munich, 26 July 2026, 02:30 Dear Sir or Madam, This is a formal letter before action concerning Etihad's refusal to carry me on the above booking, and Etihad's subsequent refusal to refund me. The booking On 29 May 2026 I purchased a return itinerary under reference 94G54V for EUR 720.54: Munich–Abu Dhabi–Islamabad on 1–2 July 2026, returning Islamabad–Abu Dhabi–Munich on 5–6 August 2026. I flew the outbound sectors as booked. On 7 July 2026 I paid Etihad a further EUR 187.00, plus a Global Service Fee of EUR 26.24, to move my return travel to 25 July 2026. The ticket was reissued as 607 2416748512. The sole purpose and sole value of that payment was to secure carriage on 25 July 2026. What happened on 25 July 2026 I attended Islamabad International Airport in good time, arriving at the Etihad check-in counters at approximately 6:31. My checked baggage was accepted and tagged by your ground staff. A boarding pass was issued for me in your departure control system. That boarding pass was never handed to me. Instead, your staff took me to an immigration officer and told me I could not travel to Munich because I am studying in Austria. I explained that I hold a valid Austrian student residence permit, which entitles me to enter the Schengen area at any external border crossing point, including Munich, and that I had chosen Munich because it is the closest and cheapest airport to my home in Innsbruck. I remained at the airport, asking repeatedly for the boarding pass that had already been issued in my name, until the flight had departed. No assistance, rebooking or written explanation was offered to me at any point. The objection raised by your staff was demonstrably wrong. On the same day, using the same passport and the same Austrian residence permit, I purchased and travelled on a replacement flight from Islamabad to Vienna with another carrier, and continued by rail from Vienna to Innsbruck. That carrier accepted for carriage precisely the documents Etihad refused, and I entered the Schengen area without difficulty. Etihad's refusal therefore had no basis in the documents I held. The other flight cost 600+ and also need that money too. I would add that Etihad had itself carried me from Munich to Islamabad on the same booking, on the same documents, three weeks earlier. Etihad's position When I raised this through your online support, I was told that I had not arrived on time and that no refund would therefore be made, and the case was closed. That statement is factually incorrect and is contradicted by Etihad's own records. A boarding pass cannot be issued, and checked baggage cannot be accepted and tagged, after check-in has closed. I hold photographs of the baggage tags applied to my luggage by your staff. I was subsequently advised by your support agent to take the matter up with the legal authorities. I am doing so, and this letter is the step that precedes it. The legal position Etihad accepted me for carriage and then failed to carry me. That is a non-performance of the contract of carriage and engages Etihad's liability, including under Article 19 of the Montreal Convention 1999, to which Pakistan, the United Arab Emirates and Germany are all party. Under Article 33 of that Convention, proceedings may be brought at the place of destination, which in this case is Munich, Germany. My claim is not time-barred; the two-year period under Article 35 does not expire until July 2028. If Etihad's position is that carriage was refused on document grounds, I require that reason to be stated to me in writing, together with the specific provision relied upon. As set out above, another carrier accepted the same documents on the same day, and Etihad itself had accepted them on the outbound leg of the same booking. What I require 1. Refund of EUR 187.00 and EUR 26.24 paid on 7 July 2026. I make no claim that this sum was partly earned. It was paid solely to secure travel on 25 July 2026, on which date Etihad refused to carry me. Nothing whatsoever was delivered for it. 2. Refund of the proportion of the EUR 720.54 ticket attributable to the unflown Islamabad–Abu Dhabi–Munich sectors. On the fare construction printed on my own ticket, the return sectors represent NUC 206.40 of NUC 343.23, or approximately 60 per cent of the fare. I claim that proportion of the fare, together with all taxes, government charges, airport fees and carrier-imposed charges levied in respect of the unflown sectors. I make no claim in respect of the outbound sectors, which Etihad performed. 3. Damages for the additional travel I was forced to purchase to complete the journey Etihad had contracted to provide: – replacement flight, Islamabad to Vienna, purchased 25 July 2026: EUR [exact amount] – rail travel, Vienna to Innsbruck: EUR 120 Receipts are attached. I took the first reasonable option available to me and mitigated my loss. This head is claimed in the alternative to paragraph 2, or to the extent that it exceeds the sum refunded under it, so that there is no double recovery. 4. A written statement of the reason Etihad refused to carry me on 25 July 2026. Preservation of evidence I put Etihad on formal notice to preserve, pending proceedings, all records relating to this matter, including but not limited to: the complete PNR history for booking 94G54V, covering both ticket numbers and including all agent remarks and the reissue transaction of 7 July 2026; departure control system records showing the check-in acceptance time on 25 July 2026, the boarding pass issued in my name and its issuance timestamp; baggage acceptance and tag records and any offload record; any TIMATIC or document-check entry; the identity of the staff involved; the full transcript of my contact with your online support; and any CCTV footage of the Etihad check-in area at Islamabad International Airport for the evening of 25 July 2026. Deletion or non-retention of this material after receipt of this notice will be drawn to the attention of any tribunal or court seised of the matter. I am making a separate request under Article 15 of the General Data Protection Regulation for the personal data described above. Deadline Please respond substantively within 14 days of the date of this letter, to saadullahtoaustria@gmail.com. If I do not receive a satisfactory response by that date, I will without further notice: file for conciliation with the Schlichtungsstelle Luftverkehr at the Bundesamt für Justiz in Bonn, which is the competent body because Etihad is not affiliated to the recognised private German conciliation body; issue proceedings at the place of destination under Article 33 of the Montreal Convention, using the European Small Claims Procedure under Regulation (EC) 861/2007; lodge a complaint with the Consumer Protection Unit of the UAE General Civil Aviation Authority; lodge a complaint with the Pakistan Civil Aviation Authority regarding the conduct of ground operations at Islamabad; and initiate a chargeback with my card issuer for services not provided. I would much rather resolve this directly with you. Yours faithfully, Saad Ullah
- Islamabad-Munich
- Economy
Wadih A
Verified | Aug 9, 2026Abu Dhabi-Beirut
Economy
Strike
They canceled my flight before like 2 days - which i werent able to book any affordable flights other than this one - but when they cancelled before 7 or 10 days the pricing should be more affordable and they didn’t also provide alternative flights- Abu Dhabi-Beirut
- Economy
Majdi B
Verified | Aug 7, 2026Kuwait-Tunis
Economy
Changing schedule without any consideration
I have just informed that Etihad Airways has changed our flight from 30 September 2026 to 3 October 2026. Unfortunately, this change creates a serious immigration issue for my family. We are currently in Kuwait on a family visit visa that expires at the end of September 2026, and we are legally required to leave Kuwait before it expires. Therefore, travelling on 3 October is not possible, as it could result in immigration fines and legal consequences.Overall
they change the flight without any consideration and without any care as it's a taxi drive not a flight
nothing, it was my first and last time to book with such airline
- Kuwait-Tunis
- Economy
Freeda Lopez F
Verified | Aug 5, 2026Bangalore-Malta
Economy
I have received 2 of my luggage out of the 3 luggage checked in on 5 August 2026 at the baggage claims out of which 1 luggage is missing. No the airlines didnt provide me with any allowances for incidentals, the last time I saw my luggage was at kempegowda International Airport bangalore. No didn't pay any excess charges for thecluggage . I had filed PIR with the malta International Airport in person as soon as I found my baggage was missing . The information received from they Airport is that the luggage is at Rome Airport and they forgot to send it . They said its delayed. And delivery time was not said or given.
- Bangalore-Malta
- Economy
Kehel P
Verified | Aug 4, 2026Rome-Bangalore
Economy
Claim escalated to airline
1) Subject: Claim for Compensation – Delayed Baggage (PIR Filed) On 13 July 2026, my family and I (three passengers) travelled with Etihad Airways from Bengaluru (BLR) to Amsterdam (AMS) via Abu Dhabi (AUH). Flight Details: EY239 – Bengaluru to Abu Dhabi (Boarding: 21:40 | Departure: 22:50) EY43 – Abu Dhabi to Amsterdam We checked in three pieces of baggage, one for each family member. Upon arrival at Amsterdam Airport, none of our three checked-in bags arrived with us. We immediately reported the matter and filed a Property Irregularity Report (PIR) at Amsterdam Airport- PROPERTY IRREGULARITY REPORT - AHL AMSEY10988/14JUL26/0849GMT Two of our checked-in bags were delivered approximately 48 hours later. However, the third suitcase was delayed for nearly six to seven days. By the time it was delivered, it had been sent to a hotel in Paris after we had already checked out and continued our journey to Rome in accordance with our pre-planned itinerary. As a result, we had to arrange for the suitcase to be transported from Paris to Rome at our own expense through DHL, which cost us approximately €156. The baggage delay caused substantial financial loss and significant disruption to our family holiday. Since all three of our bags were delayed, we were left without clothing, toiletries, medicines, footwear, and other essential personal belongings immediately upon arriving in a foreign country. Our young daughter’s prescribed medication was also packed in the delayed baggage, causing us considerable anxiety and forcing us to make urgent alternative arrangements to ensure her health and well-being. We had no option but to purchase essential replacement items at considerably higher prices in Europe using funds that had been budgeted for our family vacation. Beyond the direct financial expenses, the incident caused considerable inconvenience and emotional distress. Travelling in an unfamiliar country with a young family while being deprived of all our belongings created constant anxiety and uncertainty. Instead of enjoying our holiday, we spent valuable time following up on our baggage, communicating with various agencies, purchasing necessities, and making alternative arrangements for the delayed luggage. The delay of the third suitcase further compounded our difficulties and ultimately required us to incur additional courier expenses because it was delivered only after we had left the designated hotel. We respectfully request compensation for: Reimbursement of all reasonable expenses incurred in purchasing essential clothing, toiletries, medicines, and other necessities during the baggage delay. Reimbursement of the €156 DHL courier charges incurred to transport our delayed suitcase from Paris to Rome. Compensation for the prolonged inconvenience, disruption of our family holiday/ Loss of enjoyment, emotional and Mental distress, and the significant time and effort required to resolve the baggage issue. We have retained supporting documents, including the PIR report, baggage delivery records, receipts for emergency purchases, DHL invoice, hotel records, and our flight itinerary, and are prepared to provide them upon request. We request that this claim be reviewed promptly and that appropriate compensation be provided in accordance with the Montreal Convention 1999 and Etihad Airways’ obligations relating to delayed baggage. In view of the complete failure to deliver all three of our checked-in bags upon arrival, the prolonged delay in returning our baggage, the additional expenses incurred, and the significant hardship caused to my family, we respectfully seek compensation amounting to ₹10,00,000 (Indian Rupees Ten Lakh only). This claim includes, but is not limited to: Reimbursement of all emergency expenses incurred towards clothing, toiletries, medicines, our daughter’s essential medication, and other necessities purchased due to the baggage delay. Reimbursement of the €156 DHL courier charges incurred to transport our delayed suitcase from Paris to Rome after it was delivered to a hotel we had already checked out of. Compensation for the severe inconvenience, emotional distress, mental agony, and anxiety suffered by our family while travelling in a foreign country without any of our personal belongings. Compensation for the disruption and loss of enjoyment of our long-planned family holiday, as a substantial portion of our travel time was spent purchasing essential items, following up on the missing baggage, coordinating with airline representatives, and making alternative arrangements. Compensation for the airline’s failure to exercise reasonable care in ensuring the timely delivery of our baggage and for the avoidable hardship caused to our family. We sincerely hope that Etihad Airways will resolve this matter amicably by providing fair and adequate compensation without the need for further legal proceedings. However, if a satisfactory resolution is not reached, we reserve all our legal rights to pursue appropriate remedies before the competent consumer and judicial authorities. 2. Failure to Notify Flight Rescheduling – Return Journey Our return journey was booked on: Flight: EY86 PNR: 90FQ56 Route: Rome – Abu Dhabi – Bangalore Travel Date: Saturday, 25 July 2026 Original Boarding Time: 11:35 hrs My family and I arrived at Rome Fiumicino Airport at approximately 9:00 AM, believing we had reached well before our scheduled boarding time. To our utter shock, we were informed that the flight had been preponed, with boarding commencing at approximately 10:15 AM. At no stage did Etihad Airways notify us about this significant schedule change through email, SMS, telephone call or any other communication. Had we been informed, we would certainly have reached the airport earlier. More importantly, even after learning that the flight had been preponed, we still had sufficient time to board the aircraft because we had reached the airport at 9:00 AM, well before the revised boarding time of 10:15 AM. Unfortunately, there were no Etihad Airways representatives available at the counters to assist us. We searched desperately for airline staff who could guide us, expedite our check-in or help us reach the boarding gate. There was simply nobody available. As a direct consequence of Etihad Airways’ failure to provide assistance, we lost the opportunity to board the flight despite reaching the airport in time. We were left stranded at Rome Airport for nearly 12 hours, without any assistance, guidance or alternative arrangements from Etihad Airways. 3. Forced Purchase of New Tickets Since we urgently needed to return to India, we had no alternative but to purchase last-minute tickets on Qatar Airways from Rome to Bangalore via Doha. The total cost of these one-way tickets amounted to INR 217,416, an enormous and completely avoidable expense which arose solely because of Etihad Airways’ negligence. Our replacement journey also involved a 14-hour layover in Doha, adding further exhaustion to an already traumatic experience. Travelling under these circumstances with our 2.8-year-old daughter made the situation significantly more difficult. We were forced to purchase meals, refreshments and other essentials for her at international airport prices over the prolonged waiting periods. These additional expenses, combined with the stress of caring for a young child while stranded in a foreign country, caused immense hardship to our family. Overall Impact Due to the repeated failures by Etihad Airways, my family suffered: Delay of all three checked-in bags upon arrival in Amsterdam. Delivery of one suitcase almost a week later, requiring us to arrange onward transportation ourselves. Loss of access to clothes, medicines, toiletries and essential belongings. Medicines for our young daughter being unavailable because they were inside the delayed baggage. Significant expenditure on replacement clothes, toiletries, food and other essentials in Europe. Failure by Etihad Airways to notify us that Flight EY86 had been preponed. No Etihad staff available at Rome Airport to assist passengers despite the schedule change. Approximately 12 hours stranded at Rome Airport. Forced purchase of replacement Qatar Airways tickets costing INR 217,416. An additional 14-hour transit in Doha. Severe emotional distress, physical exhaustion, financial loss and disruption to our family holiday. The repeated failures throughout both our outbound and return journeys demonstrate a serious lack of care towards passengers. As an international airline, Etihad Airways has a responsibility not only to transport passengers safely but also to communicate important operational changes promptly and provide meaningful assistance when disruptions occur. Unfortunately, Etihad Airways failed in these responsibilities on multiple occasions. In view of the above, I request Etihad Airways to: Conduct a full investigation into both incidents. Provide a written explanation for the delayed baggage and the failure to notify us that Flight EY86 had been preponed. Reimburse INR 217,416, being the amount we were forced to spend on replacement Qatar Airways tickets. Reimburse all reasonable expenses incurred because of the baggage delay and the prolonged delays while stranded with our young daughter. Provide a compensation of INR 5000000 for the considerable financial loss, inconvenience, emotional distress and hardship suffered by my family. Should this matter not be resolved satisfactorily within a reasonable time, I will have no option but to pursue all remedies available to me before the appropriate consumer protection authorities, aviation regulators and competent legal forums. I trust Etihad Airways will take this complaint seriously and respond with an appropriate resolution.
- Rome-Bangalore
- Economy
- Claim escalated to airline
Abhishek G
Verified | Aug 1, 2026Delhi-Boston
Economy
Technical problems
I previously opened a reimbursement request with the airline regarding my delayed flight but, despite following up, I have not yet received a response ( Case: #2607165996840) My flight was delayed by more than three hours, which caused me to miss an important conference in Boston that I had planned to attend. My original itinerary was to travel to Chicago immediately after the conference to stay with family friends. However, because I missed the conference due to the flight delay, I had to remain in Boston for over two additional weeks until the next conference was held on 26 July. As a direct result of the flight delay, I incurred significant and unexpected hotel accommodation expenses in Boston that would have been completely avoidable had the flight arrived on time or with only a minimal delay. In addition to these financial losses, I also experienced a considerable loss of time and disruption to my travel plans. I respectfully request that the airline compensate me for the additional hotel expenses I was forced to incur, along with any other compensation applicable for the inconvenience and disruption caused by the delay. A delay of more than three hours had a substantial impact on my travel schedule and resulted in expenses that were entirely beyond my control. I would appreciate your prompt review of my claim and look forward to a fair resolution. Please let me know if you require any other supporting documents. The flight was scheduled to arrive in Boston at 2:15 PM, but it did not arrive until approximately 5:30 PM or later, resulting in a delay of more than three hours.- Delhi-Boston
- Economy
Kavana B
Verified | Aug 1, 2026Economy
Denied Boarding even if we reached on time
Dear Customer Relations Team, I am writing to formally lodge a complaint regarding the series of unacceptable service failures by Etihad Airways during my family’s trip, which caused us substantial financial loss, emotional distress, and severe inconvenience. Unfortunately, this was not an isolated incident. During both our onward and return journeys, Etihad Airways’ repeated negligence turned what was meant to be a family vacation into an extremely distressing experience. 1. Delayed Baggage on Our Journey to Europe Our journey commenced on 13 July 2026 from Bangalore to Amsterdam via Abu Dhabi on Flights EY239 and EY43 under PNR: 90FQ56. Upon our arrival in Amsterdam, all three of our checked-in suitcases were missing. We immediately reported the matter at Amsterdam Airport and filed a baggage irregularity report. Two of our suitcases were delivered only after approximately 48 hours, while the third suitcase remained missing for almost six to seven days. The third suitcase was eventually delivered to our hotel in Paris after we had already checked out, forcing us to arrange transportation of the luggage to Rome entirely at our own expense. The delayed baggage deprived my family of our clothes, toiletries, medicines and other essential belongings. One of the delayed suitcases also contained medicines required for our 2.8-year-old daughter, causing us additional anxiety and forcing us to purchase replacement necessities in Europe at significantly higher prices. Because we were travelling with a young child, we had no option but to purchase clothing, toiletries, food, baby essentials and other necessities immediately. These unexpected expenses in Europe were extremely high and placed a considerable financial burden on our family. 2. Failure to Notify Flight Rescheduling – Return Journey Our return journey was booked on: Flight: EY86 PNR: 90FQ56 Route: Rome – Abu Dhabi – Bangalore Travel Date: Saturday, 25 July 2026 Original Boarding Time: 11:35 hrs My family and I arrived at Rome Fiumicino Airport at approximately 9:00 AM, believing we had reached well before our scheduled boarding time. To our utter shock, we were informed that the flight had been preponed, with boarding commencing at approximately 10:15 AM. At no stage did Etihad Airways notify us about this significant schedule change through email, SMS, telephone call or any other communication. Had we been informed, we would certainly have reached the airport earlier. More importantly, even after learning that the flight had been preponed, we still had sufficient time to board the aircraft because we had reached the airport at 9:00 AM, well before the revised boarding time of 10:15 AM. Unfortunately, there were no Etihad Airways representatives available at the counters to assist us. We searched desperately for airline staff who could guide us, expedite our check-in or help us reach the boarding gate. There was simply nobody available. As a direct consequence of Etihad Airways’ failure to provide assistance, we lost the opportunity to board the flight despite reaching the airport in time. We were left stranded at Rome Airport for nearly 12 hours, without any assistance, guidance or alternative arrangements from Etihad Airways. 3. Forced Purchase of New Tickets Since we urgently needed to return to India, we had no alternative but to purchase last-minute tickets on Qatar Airways from Rome to Bangalore via Doha. The total cost of these one-way tickets amounted to INR 217,416, an enormous and completely avoidable expense which arose solely because of Etihad Airways’ negligence. Our replacement journey also involved a 14-hour layover in Doha, adding further exhaustion to an already traumatic experience. Travelling under these circumstances with our 2.8-year-old daughter made the situation significantly more difficult. We were forced to purchase meals, refreshments and other essentials for her at international airport prices over the prolonged waiting periods. These additional expenses, combined with the stress of caring for a young child while stranded in a foreign country, caused immense hardship to our family. Overall Impact Due to the repeated failures by Etihad Airways, my family suffered: Delay of all three checked-in bags upon arrival in Amsterdam. Delivery of one suitcase almost a week later, requiring us to arrange onward transportation ourselves. Loss of access to clothes, medicines, toiletries and essential belongings. Medicines for our young daughter being unavailable because they were inside the delayed baggage. Significant expenditure on replacement clothes, toiletries, food and other essentials in Europe. Failure by Etihad Airways to notify us that Flight EY86 had been preponed. No Etihad staff available at Rome Airport to assist passengers despite the schedule change. Approximately 12 hours stranded at Rome Airport. Forced purchase of replacement Qatar Airways tickets costing INR 217,416. An additional 14-hour transit in Doha. Severe emotional distress, physical exhaustion, financial loss and disruption to our family holiday. The repeated failures throughout both our outbound and return journeys demonstrate a serious lack of care towards passengers. As an international airline, Etihad Airways has a responsibility not only to transport passengers safely but also to communicate important operational changes promptly and provide meaningful assistance when disruptions occur. Unfortunately, Etihad Airways failed in these responsibilities on multiple occasions. In view of the above, I request Etihad Airways to: Conduct a full investigation into both incidents. Provide a written explanation for the delayed baggage and the failure to notify us that Flight EY86 had been preponed. Reimburse INR 217,416, being the amount we were forced to spend on replacement Qatar Airways tickets. Reimburse all reasonable expenses incurred because of the baggage delay and the prolonged delays while stranded with our young daughter. Provide appropriate compensation for the considerable financial loss, inconvenience, emotional distress and hardship suffered by my family. Should this matter not be resolved satisfactorily within a reasonable time, I will have no option but to pursue all remedies available to me before the appropriate consumer protection authorities, aviation regulators and competent legal forums. I trust Etihad Airways will take this complaint seriously and respond with an appropriate resolution.Overall
- denied boarding and did not inform about the pre-poning of the Flight timings
- Economy
- Loss: €3000
- Desired solution
Haritha K
Verified | Jul 31, 2026Abu Dhabi-New York
Economy
INVOLUNTARY BOARDING DENIAL
Original Flight: EY183 Route: Abu Dhabi (AUH) – San Francisco (SFO) Original Departure: 22 July 2026 at 09:45 AM Summary of the Incident To ensure that I complied fully with Etihad Airways' check-in requirements, I travelled from Dubai using the official 03:55 AM Etihad coach service. Upon arriving at Zayed International Airport, I proceeded directly to the Etihad check-in counter to collect my boarding pass. Despite arriving on time and fulfilling all travel requirements, I was informed by Etihad ground staff that the flight had been overbooked and that I would not be permitted to board. I was involuntarily denied boarding against my wishes. The handling agent recorded on my documentation was Agent ID: AUHEY00CM. revised23 July 2026 ● EY65: Abu Dhabi (AUH) → Rome (FCO) ● AZ640: Rome (FCO) → San Francisco (SFO)Overall
- declined boarding
- delayed hotel accomodation
- Abu Dhabi-New York
- Economy
- Loss: €13
- Desired solution
Ciara C
Verified | Jul 30, 2026Dublin-Bangkok
Economy
Influence by other flights
The screenshot above is the automated reply I received on the 17th of July about my case being created, but have not heard since. The flight in Dublin was delayed around 2 hours and I missed the 21.10 flight, and was put on to a 2.30 am flight. I was supposed to arrive in Bangkok at 06.45am on the 28th of June, but arrived at 12.10pm. This is over 5 hours delay.- Dublin-Bangkok
- Economy
Kwaku N
Verified | Jul 26, 2026Sydney-Amsterdam
Economy
Successful claim
Our flight was a couple of times delayed. Luckily we had family cover the five extra days we had to spend in Sydney totaling up to about 1000 dollars.
- Sydney-Amsterdam
- Economy
- Successful claim
Tatyana L
Verified | Jul 24, 2026Abu Dhabi-Delhi
Economy
Negligence and incompetent service of company representative in Delhi airport
Dear Etihad Customer Services, I am writing to request your urgent assistance regarding my delayed checked baggage. My travel details are as follows: Passenger: Tatyana Ivanovna Leardi Booking Reference (PNR): B2RQGB Flights: EY8 (Boston – Abu Dhabi) and EY216 (Abu Dhabi – Delhi) Date of arrival in Delhi: 21 July 2026 Baggage Tag Number: 607 EY029580 Due to a missed connection in Abu Dhabi, Etihad rebooked me on the following day’s flight to Delhi and provided overnight accommodation. When I arrived in Delhi on 21 July, my checked baggage did not arrive. I immediately reported the missing baggage to the Etihad baggage desk at Delhi Airport. The Etihad representative completed paperwork; however, I was never provided with a Property Irregularity Report (PIR) reference number. Only later did I realize that the PIR field on my copy of the form is blank. As a result, I have been unable to track my baggage or obtain any information about its status. I have attempted to contact Etihad by telephone for the past two days, but I have been unable to reach anyone. I have also tried contacting Etihad through WhatsApp, but without a PIR reference I have been told that no assistance can be provided. I respectfully request that you: 1. Locate my baggage using my baggage tag number 607 EY029580 and my booking reference B2RQGB. 2. Confirm whether a Property Irregularity Report (PIR) was created at Delhi Airport. 3. If no PIR was created, please create one immediately and provide me with the PIR reference number. 4. Confirm the current location and status of my baggage. 5. Arrange delivery of my baggage to my current address in Goa, India. My current delivery address is: B-407 Heritage Floresta, Duler Marna road, Cunchelim, Goa Phone: +917302577777, or WhatsApp +918886837172 I can provide you via e-mail or WhatsApp with • my boarding passes, • my baggage tag, • the baggage report issued at Delhi Airport, • and my travel itinerary. My email: tatleardi@gmail.com I would appreciate your urgent attention to this matter and kindly request a response as soon as possible. Thank you for your assistance. I am looking forward to hear from you. Yours sincerely, Tatyana LeardiOverall
- Unacceptable service in luggage department in Delhi airport
- I like Etihad, this is the first time I have such a problem with this company
- Abu Dhabi-Delhi
- Economy
- Desired solution
Other - I want PIR number for my lost luggage to be issued ASAP, because the company representative in Delhi failed to fulfill the appropriate form and give me that number. He only filled out custom form and I made a picture of that. I did not even know about PIR form and number. I only realized it when tried to look for update of the search status of my luggage. I am very surprised by such incompetence and negligence of that representative. He also was not wearing a name tag and refused to tell me his name. I can describe the way he looks and I have his handwriting on the form. That’s all what I know about him. Now I am very concerned if my luggage be ever found and returned to me. I ask for your urgent help, because I am in a foreign country without my luggage and without clear understanding how to get it back. Thank you in advance for understanding and help.
Comfort N
Verified | Jul 23, 2026Sydney-Amsterdam
Economy
Successful claim
Purchased extra leg room seats both for Sydney-Abu Dhabi and Abu Dhabi-Amsterdam costing us about 500 euros but was denied the seats on board
- Sydney-Amsterdam
- Economy
- Successful claim
Shanavas H
Verified | Jul 18, 2026Chicago-Abu Dhabi
Economy
Successful claim
Technical problems
Etihad made us wait in the airport unitl 4am and then there was no shuttle to the hotel. We paid ourself for uber and went to hotel. Then they said there will be a flight at 6PM next day, which got cancelled again. they did not put me on the flight on next day or following day. They they put me on a flight with two stoppovers, with very difficult to catch the next flights at London Heathrew airport and Boston. Even after 15 days no one responded to our complaint. Initiatlly they said someone will get back in 24 hours, then 48 hours, then 7 days.- Chicago-Abu Dhabi
- Economy
- Successful claim
Abdul Kareem A
Verified | Jul 15, 2026Abu Dhabi-Amman
Economy
Complaint Regarding Flight Cancellation and Alternative Travel Arrangements
Subject: Formal Complaint Regarding Flight Cancellation and Disruption to My Travel Plans Dear Etihad Airways Customer Relations Team, I am writing to submit a formal complaint regarding the cancellation of my original flight from Zayed International Airport, Abu Dhabi, to Queen Alia International Airport, Jordan. My original flight was scheduled to depart at 9:20 PM, with an expected arrival time in Amman at approximately 11:30 PM. I arrived at Zayed International Airport as scheduled, expecting to travel on my booked flight. However, after arriving at the airport, I was informed by the airline staff that my flight had been cancelled. I was advised that the reason for the cancellation was that the aircraft was full and there were no available seats. As a result, I was provided with an alternative itinerary that included a transit stop in Bahrain with an approximately 3-hour waiting period, which was a significant change from my original direct travel plan. This last-minute cancellation and change of itinerary caused me considerable inconvenience, stress, and physical exhaustion, especially as I only became aware of the situation after arriving at the airport and having my travel plans changed unexpectedly. I appreciate the compensation of 200 provided through the Etihad application; however, I kindly request a full review of my case and consideration of appropriate additional compensation for the inconvenience and disruption caused. I would also appreciate a clear explanation regarding the reason for the cancellation and the decision-making process that led to this situation. Thank you for your time and assistance. I look forward to receiving your response. Kind regards, Name:Abdul Kareem Booking Reference:XAW77R Flight Number:EY587 Travel Date:13/Jul/2026- Abu Dhabi-Amman
- Economy
- Desired solution
Ashok N
Verified | Jul 15, 2026Phoenix-Bangalore
Economy
Successful claim
I haven’t received two checked in bags until June 28th, 2026, 8 PM. I also noticed there are some items missing from the bags and I made a complaint to Etihad airways while submitting for claim.
- Phoenix-Bangalore
- Economy
- Successful claim
Harjeet G
Verified | Jul 12, 2026Phuket-London
Economy
Denied boarding because of overbooking. Delayed for 24 hrs. Was provided hotel, food and transfers. Was given a letter allowing compensation but was messed around non stop trying to claim.
- Phuket-London
- Economy
Marwa S
Verified | Jul 10, 2026Manchester-Kuala Lumpur
Economy
30 December 2024 Dear Mr Baana, Thank you for your further response. The Guest Relations team is appointed to address all guest concerns impartially from the investigation to the response, to ensure all concerns are addressed fully and fairly. In that respect please accept this as the official response of Etihad. We'd like to assure you that your feedback has been gratefully noted and shared with the Guest Experience department. The department holds regular meetings where guests' feedback is discussed and action plans are created to improve our product and services we offer to our valued guests. Our team and I have fully reviewed your case thoroughly and addressed your concerns in our previous response to you. Therefore, our position remains unchanged. Respectfully, we consider this case as closed now. Yours sincerely, Paula Guest Relations Etihad Airways New Airport Road, Khalifa City, Abu Dhabi, United Arab Emirates Etihad.com ------------------- Original Message ------------------- From: Ali Baana ; Received: Sat Dec 28 2024 00:39:47 GMT+0400 (Gulf Standard Time) To: feedback@etihad.ae; Subject: Re: Case Has Been Created This email comes from an EXTERNAL source. Dear Sirs/Madam, I am writing once again in relation to the above matter, as my previous email regarding this issue has been ignored. The lack of response is deeply disappointing and does not reflect the level of service expected from an airline of Etihad Airways’ stature. This correspondence pertains to the incident on 21 October during our journey from Manchester to Abu Dhabi and onward to Malaysia, where your airline’s failure to comply with regulatory obligations caused significant financial and emotional hardship for my family. Request for Immediate Action Despite raising this issue previously, no acknowledgment or resolution has been provided. I formally request the following: 1. A full refund for the cost of the original tickets and unused portions of the trip. 2. Reimbursement for all expenses incurred during our extended stay in the UAE. 3. Compensation for emotional distress and suffering caused by the airline’s failure to provide timely support. Next Steps Please note that I expect a response to this matter within 14 days. Failure to respond will leave me with no alternative but to escalate this matter to the relevant aviation regulatory bodies, including submitting formal complaints to IATA, ICAO, and other consumer protection authorities. I urge Etihad Airways to address this matter promptly to uphold its commitment to passenger rights and customer service excellence. I have also attached the previous email that I have sent to you. Yours sincerely, Ali Baana +44 7534 178025 Your Ref: QH2W7C Formal Request for Compensation Due to Airline Non-Compliance and Subsequent Hardship Dear Sirs/Madam, I am writing to formally address the incident that occurred on 21 October during our journey from Manchester to Abu Dhabi and onward to Malaysia. My family and I faced considerable hardship as a result, and I seek to outline the details, emphasizing the applicable airline laws and regulations to support our claim for compensation. Incident Details and Applicable Regulations Our initial itinerary involved travel from Manchester to Abu Dhabi and then to Malaysia. Upon arrival in Abu Dhabi, it was brought to my attention that my daughter’s passport had less than six months of validity remaining, making her ineligible for entry into Malaysia. As per international entry requirements and Malaysian immigration laws, all travelers must possess a passport valid for at least six months beyond the date of entry. According to aviation industry regulations, airlines are mandated to verify that all passengers meet the necessary entry requirements for their destination, including passport validity. IATA (International Air Transport Association) and ICAO (International Civil Aviation Organization) regulations reinforce that airlines bear the responsibility for verifying documentation to prevent disruptions to travel plans. Despite these mandates, the airline permitted my daughter to board the flight from Manchester to Abu Dhabi with a passport that did not meet these criteria. This oversight constitutes a failure to adhere to regulatory standards and places responsibility on the airline for any subsequent financial or logistical consequences. Moreover, when we sought to continue our journey to Malaysia, my entire family was denied boarding without a valid justification, which contravenes passenger rights as outlined by international aviation policies and could be deemed a violation of consumer protection laws and airline passenger rights, including those specified by ICAO and EU regulations, such as Regulation (EC) No 261/2004. Accommodation and Emergency Travel Document (ETD) Process While Etihad Airways provided one night of hotel accommodation with the understanding that it would be extended until we could continue our journey, we were unexpectedly denied an extension the following morning and forced to vacate the hotel. This occurred despite having successfully obtained an Emergency Travel Document (ETD) from the British Embassy. The Montreal Convention 1999, which governs the liabilities of airlines in cases of delayed or disrupted travel, emphasizes the need for airlines to provide necessary assistance to mitigate passenger inconvenience. However, despite securing the ETD, the Guest Transfer Desk failed to provide a new travel date, effectively leaving us without support. Attempts to contact the transfer desk and customer service for assistance were ignored, further contravening the obligations of airlines under international laws which stress prompt and appropriate passenger assistance. Financial and Emotional Impact The lack of timely action from Etihad Airways forced my family to extend our stay in the UAE, resulting in significant, unforeseen financial expenses. Unable to continue paying for accommodation in Abu Dhabi, we relocated to Dubai for several days while repeatedly seeking assistance from Etihad Airways. Our request for rebooking a return flight to Manchester was also denied, exacerbating our financial and emotional distress. Under the Montreal Convention and related international aviation policies, airlines are responsible for compensating passengers for reasonable expenses incurred due to operational oversights. This includes coverage for hotel stays, transportation, and meals, as well as compensation for non-financial damages, such as emotional suffering. Final Attempt and Management Assurance On 30 October, we returned to Abu Dhabi airport, where we were assisted by a member of the Guest Transfer team. After an entire day at the airport, we were issued return tickets to Manchester. Additionally, we were informed by Mr. Rabia Abu Hussein, the Operational Manager, that a full refund for our tickets would be processed and that compensation for the financial losses and distress would be considered. Request for Compensation In light of the failure to uphold applicable regulations and obligations, I formally request: 1. A full refund for the cost of our original tickets and any unused portion of the trip. 2. Reimbursement for hotel and living expenses incurred during our extended stay in the UAE. 3. Compensation for emotional distress and suffering due to the lack of timely support and improper handling of the situation. Please note that our travel insurance provider has confirmed that the responsibility for these losses rests with Etihad Airways, not with us. Thus, the airline is liable for covering all financial damages as outlined under international aviation laws. I trust that Etihad Airways will address this matter promptly and provide a resolution that aligns with the company’s commitment to passenger rights and adherence to international travel standards. Sincerely, Ali Baana +447534178025 Your Ref: QH2W7C On Nov 2, 2024, at 17:46, Feedback wrote: Etihad Airways reference: 2411024480372 Date: 11/2/2024 9:34 PM Dear Guest, Thank you for contacting us. If you are contacting us regarding your upcoming trip, please call our Contact Centre. We're currently receiving a high number of emails. Thank you for your patience whilst we work through each case as quickly as possible. If your case requires a response, a member of our team will get back to you within a maximum of 28 days. If you do not hear from us, we would like to assure you that we value your feedback and we will pass it on to improve our services in the future. To respond or update your case, please click here. Thank you. Etihad Airways CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com Show Quoted Content Etihad Airways reference: 2411024480372 Date: 11/2/2024 9:34 PM Dear Guest, Thank you for contacting us. If you are contacting us regarding your upcoming trip, please call our Contact Centre. We're currently receiving a high number of emails. Thank you for your patience whilst we work through each case as quickly as possible. If your case requires a response, a member of our team will get back to you within a maximum of 28 days. If you do not hear from us, we would like to assure you that we value your feedback and we will pass it on to improve our services in the future. To respond or update your case, please click here. Thank you. Etihad Airways CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com
- Manchester-Kuala Lumpur
- Economy
Aisha S
Verified | Jul 10, 2026Manchester-Kuala Lumpur
Economy
30 December 2024 Dear Mr Baana, Thank you for your further response. The Guest Relations team is appointed to address all guest concerns impartially from the investigation to the response, to ensure all concerns are addressed fully and fairly. In that respect please accept this as the official response of Etihad. We'd like to assure you that your feedback has been gratefully noted and shared with the Guest Experience department. The department holds regular meetings where guests' feedback is discussed and action plans are created to improve our product and services we offer to our valued guests. Our team and I have fully reviewed your case thoroughly and addressed your concerns in our previous response to you. Therefore, our position remains unchanged. Respectfully, we consider this case as closed now. Yours sincerely, Paula Guest Relations Etihad Airways New Airport Road, Khalifa City, Abu Dhabi, United Arab Emirates Etihad.com ------------------- Original Message ------------------- From: Ali Baana ; Received: Sat Dec 28 2024 00:39:47 GMT+0400 (Gulf Standard Time) To: feedback@etihad.ae; Subject: Re: Case Has Been Created This email comes from an EXTERNAL source. Dear Sirs/Madam, I am writing once again in relation to the above matter, as my previous email regarding this issue has been ignored. The lack of response is deeply disappointing and does not reflect the level of service expected from an airline of Etihad Airways’ stature. This correspondence pertains to the incident on 21 October during our journey from Manchester to Abu Dhabi and onward to Malaysia, where your airline’s failure to comply with regulatory obligations caused significant financial and emotional hardship for my family. Request for Immediate Action Despite raising this issue previously, no acknowledgment or resolution has been provided. I formally request the following: 1. A full refund for the cost of the original tickets and unused portions of the trip. 2. Reimbursement for all expenses incurred during our extended stay in the UAE. 3. Compensation for emotional distress and suffering caused by the airline’s failure to provide timely support. Next Steps Please note that I expect a response to this matter within 14 days. Failure to respond will leave me with no alternative but to escalate this matter to the relevant aviation regulatory bodies, including submitting formal complaints to IATA, ICAO, and other consumer protection authorities. I urge Etihad Airways to address this matter promptly to uphold its commitment to passenger rights and customer service excellence. I have also attached the previous email that I have sent to you. Yours sincerely, Ali Baana +44 7534 178025 Your Ref: QH2W7C Formal Request for Compensation Due to Airline Non-Compliance and Subsequent Hardship Dear Sirs/Madam, I am writing to formally address the incident that occurred on 21 October during our journey from Manchester to Abu Dhabi and onward to Malaysia. My family and I faced considerable hardship as a result, and I seek to outline the details, emphasizing the applicable airline laws and regulations to support our claim for compensation. Incident Details and Applicable Regulations Our initial itinerary involved travel from Manchester to Abu Dhabi and then to Malaysia. Upon arrival in Abu Dhabi, it was brought to my attention that my daughter’s passport had less than six months of validity remaining, making her ineligible for entry into Malaysia. As per international entry requirements and Malaysian immigration laws, all travelers must possess a passport valid for at least six months beyond the date of entry. According to aviation industry regulations, airlines are mandated to verify that all passengers meet the necessary entry requirements for their destination, including passport validity. IATA (International Air Transport Association) and ICAO (International Civil Aviation Organization) regulations reinforce that airlines bear the responsibility for verifying documentation to prevent disruptions to travel plans. Despite these mandates, the airline permitted my daughter to board the flight from Manchester to Abu Dhabi with a passport that did not meet these criteria. This oversight constitutes a failure to adhere to regulatory standards and places responsibility on the airline for any subsequent financial or logistical consequences. Moreover, when we sought to continue our journey to Malaysia, my entire family was denied boarding without a valid justification, which contravenes passenger rights as outlined by international aviation policies and could be deemed a violation of consumer protection laws and airline passenger rights, including those specified by ICAO and EU regulations, such as Regulation (EC) No 261/2004. Accommodation and Emergency Travel Document (ETD) Process While Etihad Airways provided one night of hotel accommodation with the understanding that it would be extended until we could continue our journey, we were unexpectedly denied an extension the following morning and forced to vacate the hotel. This occurred despite having successfully obtained an Emergency Travel Document (ETD) from the British Embassy. The Montreal Convention 1999, which governs the liabilities of airlines in cases of delayed or disrupted travel, emphasizes the need for airlines to provide necessary assistance to mitigate passenger inconvenience. However, despite securing the ETD, the Guest Transfer Desk failed to provide a new travel date, effectively leaving us without support. Attempts to contact the transfer desk and customer service for assistance were ignored, further contravening the obligations of airlines under international laws which stress prompt and appropriate passenger assistance. Financial and Emotional Impact The lack of timely action from Etihad Airways forced my family to extend our stay in the UAE, resulting in significant, unforeseen financial expenses. Unable to continue paying for accommodation in Abu Dhabi, we relocated to Dubai for several days while repeatedly seeking assistance from Etihad Airways. Our request for rebooking a return flight to Manchester was also denied, exacerbating our financial and emotional distress. Under the Montreal Convention and related international aviation policies, airlines are responsible for compensating passengers for reasonable expenses incurred due to operational oversights. This includes coverage for hotel stays, transportation, and meals, as well as compensation for non-financial damages, such as emotional suffering. Final Attempt and Management Assurance On 30 October, we returned to Abu Dhabi airport, where we were assisted by a member of the Guest Transfer team. After an entire day at the airport, we were issued return tickets to Manchester. Additionally, we were informed by Mr. Rabia Abu Hussein, the Operational Manager, that a full refund for our tickets would be processed and that compensation for the financial losses and distress would be considered. Request for Compensation In light of the failure to uphold applicable regulations and obligations, I formally request: 1. A full refund for the cost of our original tickets and any unused portion of the trip. 2. Reimbursement for hotel and living expenses incurred during our extended stay in the UAE. 3. Compensation for emotional distress and suffering due to the lack of timely support and improper handling of the situation. Please note that our travel insurance provider has confirmed that the responsibility for these losses rests with Etihad Airways, not with us. Thus, the airline is liable for covering all financial damages as outlined under international aviation laws. I trust that Etihad Airways will address this matter promptly and provide a resolution that aligns with the company’s commitment to passenger rights and adherence to international travel standards. Sincerely, Ali Baana +447534178025 Your Ref: QH2W7C On Nov 2, 2024, at 17:46, Feedback wrote: Etihad Airways reference: 2411024480372 Date: 11/2/2024 9:34 PM Dear Guest, Thank you for contacting us. If you are contacting us regarding your upcoming trip, please call our Contact Centre. We're currently receiving a high number of emails. Thank you for your patience whilst we work through each case as quickly as possible. If your case requires a response, a member of our team will get back to you within a maximum of 28 days. If you do not hear from us, we would like to assure you that we value your feedback and we will pass it on to improve our services in the future. To respond or update your case, please click here. Thank you. Etihad Airways CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com Show Quoted Content Etihad Airways reference: 2411024480372 Date: 11/2/2024 9:34 PM Dear Guest, Thank you for contacting us. If you are contacting us regarding your upcoming trip, please call our Contact Centre. We're currently receiving a high number of emails. Thank you for your patience whilst we work through each case as quickly as possible. If your case requires a response, a member of our team will get back to you within a maximum of 28 days. If you do not hear from us, we would like to assure you that we value your feedback and we will pass it on to improve our services in the future. To respond or update your case, please click here. Thank you. Etihad Airways CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com
- Manchester-Kuala Lumpur
- Economy
Muhammad S
Verified | Jul 10, 2026Manchester-Kuala Lumpur
Economy
30 December 2024 Dear Mr Baana, Thank you for your further response. The Guest Relations team is appointed to address all guest concerns impartially from the investigation to the response, to ensure all concerns are addressed fully and fairly. In that respect please accept this as the official response of Etihad. We'd like to assure you that your feedback has been gratefully noted and shared with the Guest Experience department. The department holds regular meetings where guests' feedback is discussed and action plans are created to improve our product and services we offer to our valued guests. Our team and I have fully reviewed your case thoroughly and addressed your concerns in our previous response to you. Therefore, our position remains unchanged. Respectfully, we consider this case as closed now. Yours sincerely, Paula Guest Relations Etihad Airways New Airport Road, Khalifa City, Abu Dhabi, United Arab Emirates Etihad.com ------------------- Original Message ------------------- From: Ali Baana ; Received: Sat Dec 28 2024 00:39:47 GMT+0400 (Gulf Standard Time) To: feedback@etihad.ae; Subject: Re: Case Has Been Created This email comes from an EXTERNAL source. Dear Sirs/Madam, I am writing once again in relation to the above matter, as my previous email regarding this issue has been ignored. The lack of response is deeply disappointing and does not reflect the level of service expected from an airline of Etihad Airways’ stature. This correspondence pertains to the incident on 21 October during our journey from Manchester to Abu Dhabi and onward to Malaysia, where your airline’s failure to comply with regulatory obligations caused significant financial and emotional hardship for my family. Request for Immediate Action Despite raising this issue previously, no acknowledgment or resolution has been provided. I formally request the following: 1. A full refund for the cost of the original tickets and unused portions of the trip. 2. Reimbursement for all expenses incurred during our extended stay in the UAE. 3. Compensation for emotional distress and suffering caused by the airline’s failure to provide timely support. Next Steps Please note that I expect a response to this matter within 14 days. Failure to respond will leave me with no alternative but to escalate this matter to the relevant aviation regulatory bodies, including submitting formal complaints to IATA, ICAO, and other consumer protection authorities. I urge Etihad Airways to address this matter promptly to uphold its commitment to passenger rights and customer service excellence. I have also attached the previous email that I have sent to you. Yours sincerely, Ali Baana +44 7534 178025 Your Ref: QH2W7C Formal Request for Compensation Due to Airline Non-Compliance and Subsequent Hardship Dear Sirs/Madam, I am writing to formally address the incident that occurred on 21 October during our journey from Manchester to Abu Dhabi and onward to Malaysia. My family and I faced considerable hardship as a result, and I seek to outline the details, emphasizing the applicable airline laws and regulations to support our claim for compensation. Incident Details and Applicable Regulations Our initial itinerary involved travel from Manchester to Abu Dhabi and then to Malaysia. Upon arrival in Abu Dhabi, it was brought to my attention that my daughter’s passport had less than six months of validity remaining, making her ineligible for entry into Malaysia. As per international entry requirements and Malaysian immigration laws, all travelers must possess a passport valid for at least six months beyond the date of entry. According to aviation industry regulations, airlines are mandated to verify that all passengers meet the necessary entry requirements for their destination, including passport validity. IATA (International Air Transport Association) and ICAO (International Civil Aviation Organization) regulations reinforce that airlines bear the responsibility for verifying documentation to prevent disruptions to travel plans. Despite these mandates, the airline permitted my daughter to board the flight from Manchester to Abu Dhabi with a passport that did not meet these criteria. This oversight constitutes a failure to adhere to regulatory standards and places responsibility on the airline for any subsequent financial or logistical consequences. Moreover, when we sought to continue our journey to Malaysia, my entire family was denied boarding without a valid justification, which contravenes passenger rights as outlined by international aviation policies and could be deemed a violation of consumer protection laws and airline passenger rights, including those specified by ICAO and EU regulations, such as Regulation (EC) No 261/2004. Accommodation and Emergency Travel Document (ETD) Process While Etihad Airways provided one night of hotel accommodation with the understanding that it would be extended until we could continue our journey, we were unexpectedly denied an extension the following morning and forced to vacate the hotel. This occurred despite having successfully obtained an Emergency Travel Document (ETD) from the British Embassy. The Montreal Convention 1999, which governs the liabilities of airlines in cases of delayed or disrupted travel, emphasizes the need for airlines to provide necessary assistance to mitigate passenger inconvenience. However, despite securing the ETD, the Guest Transfer Desk failed to provide a new travel date, effectively leaving us without support. Attempts to contact the transfer desk and customer service for assistance were ignored, further contravening the obligations of airlines under international laws which stress prompt and appropriate passenger assistance. Financial and Emotional Impact The lack of timely action from Etihad Airways forced my family to extend our stay in the UAE, resulting in significant, unforeseen financial expenses. Unable to continue paying for accommodation in Abu Dhabi, we relocated to Dubai for several days while repeatedly seeking assistance from Etihad Airways. Our request for rebooking a return flight to Manchester was also denied, exacerbating our financial and emotional distress. Under the Montreal Convention and related international aviation policies, airlines are responsible for compensating passengers for reasonable expenses incurred due to operational oversights. This includes coverage for hotel stays, transportation, and meals, as well as compensation for non-financial damages, such as emotional suffering. Final Attempt and Management Assurance On 30 October, we returned to Abu Dhabi airport, where we were assisted by a member of the Guest Transfer team. After an entire day at the airport, we were issued return tickets to Manchester. Additionally, we were informed by Mr. Rabia Abu Hussein, the Operational Manager, that a full refund for our tickets would be processed and that compensation for the financial losses and distress would be considered. Request for Compensation In light of the failure to uphold applicable regulations and obligations, I formally request: 1. A full refund for the cost of our original tickets and any unused portion of the trip. 2. Reimbursement for hotel and living expenses incurred during our extended stay in the UAE. 3. Compensation for emotional distress and suffering due to the lack of timely support and improper handling of the situation. Please note that our travel insurance provider has confirmed that the responsibility for these losses rests with Etihad Airways, not with us. Thus, the airline is liable for covering all financial damages as outlined under international aviation laws. I trust that Etihad Airways will address this matter promptly and provide a resolution that aligns with the company’s commitment to passenger rights and adherence to international travel standards. Sincerely, Ali Baana +447534178025 Your Ref: QH2W7C On Nov 2, 2024, at 17:46, Feedback wrote: Etihad Airways reference: 2411024480372 Date: 11/2/2024 9:34 PM Dear Guest, Thank you for contacting us. If you are contacting us regarding your upcoming trip, please call our Contact Centre. We're currently receiving a high number of emails. Thank you for your patience whilst we work through each case as quickly as possible. If your case requires a response, a member of our team will get back to you within a maximum of 28 days. If you do not hear from us, we would like to assure you that we value your feedback and we will pass it on to improve our services in the future. To respond or update your case, please click here. Thank you. Etihad Airways CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com Show Quoted Content Etihad Airways reference: 2411024480372 Date: 11/2/2024 9:34 PM Dear Guest, Thank you for contacting us. If you are contacting us regarding your upcoming trip, please call our Contact Centre. We're currently receiving a high number of emails. Thank you for your patience whilst we work through each case as quickly as possible. If your case requires a response, a member of our team will get back to you within a maximum of 28 days. If you do not hear from us, we would like to assure you that we value your feedback and we will pass it on to improve our services in the future. To respond or update your case, please click here. Thank you. Etihad Airways CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com
- Manchester-Kuala Lumpur
- Economy
Anas S
Verified | Jul 10, 2026Manchester-Kuala Lumpur
Economy
30 December 2024 Dear Mr Baana, Thank you for your further response. The Guest Relations team is appointed to address all guest concerns impartially from the investigation to the response, to ensure all concerns are addressed fully and fairly. In that respect please accept this as the official response of Etihad. We'd like to assure you that your feedback has been gratefully noted and shared with the Guest Experience department. The department holds regular meetings where guests' feedback is discussed and action plans are created to improve our product and services we offer to our valued guests. Our team and I have fully reviewed your case thoroughly and addressed your concerns in our previous response to you. Therefore, our position remains unchanged. Respectfully, we consider this case as closed now. Yours sincerely, Paula Guest Relations Etihad Airways New Airport Road, Khalifa City, Abu Dhabi, United Arab Emirates Etihad.com ------------------- Original Message ------------------- From: Ali Baana ; Received: Sat Dec 28 2024 00:39:47 GMT+0400 (Gulf Standard Time) To: feedback@etihad.ae; Subject: Re: Case Has Been Created This email comes from an EXTERNAL source. Dear Sirs/Madam, I am writing once again in relation to the above matter, as my previous email regarding this issue has been ignored. The lack of response is deeply disappointing and does not reflect the level of service expected from an airline of Etihad Airways’ stature. This correspondence pertains to the incident on 21 October during our journey from Manchester to Abu Dhabi and onward to Malaysia, where your airline’s failure to comply with regulatory obligations caused significant financial and emotional hardship for my family. Request for Immediate Action Despite raising this issue previously, no acknowledgment or resolution has been provided. I formally request the following: 1. A full refund for the cost of the original tickets and unused portions of the trip. 2. Reimbursement for all expenses incurred during our extended stay in the UAE. 3. Compensation for emotional distress and suffering caused by the airline’s failure to provide timely support. Next Steps Please note that I expect a response to this matter within 14 days. Failure to respond will leave me with no alternative but to escalate this matter to the relevant aviation regulatory bodies, including submitting formal complaints to IATA, ICAO, and other consumer protection authorities. I urge Etihad Airways to address this matter promptly to uphold its commitment to passenger rights and customer service excellence. I have also attached the previous email that I have sent to you. Yours sincerely, Ali Baana +44 7534 178025 Your Ref: QH2W7C Formal Request for Compensation Due to Airline Non-Compliance and Subsequent Hardship Dear Sirs/Madam, I am writing to formally address the incident that occurred on 21 October during our journey from Manchester to Abu Dhabi and onward to Malaysia. My family and I faced considerable hardship as a result, and I seek to outline the details, emphasizing the applicable airline laws and regulations to support our claim for compensation. Incident Details and Applicable Regulations Our initial itinerary involved travel from Manchester to Abu Dhabi and then to Malaysia. Upon arrival in Abu Dhabi, it was brought to my attention that my daughter’s passport had less than six months of validity remaining, making her ineligible for entry into Malaysia. As per international entry requirements and Malaysian immigration laws, all travelers must possess a passport valid for at least six months beyond the date of entry. According to aviation industry regulations, airlines are mandated to verify that all passengers meet the necessary entry requirements for their destination, including passport validity. IATA (International Air Transport Association) and ICAO (International Civil Aviation Organization) regulations reinforce that airlines bear the responsibility for verifying documentation to prevent disruptions to travel plans. Despite these mandates, the airline permitted my daughter to board the flight from Manchester to Abu Dhabi with a passport that did not meet these criteria. This oversight constitutes a failure to adhere to regulatory standards and places responsibility on the airline for any subsequent financial or logistical consequences. Moreover, when we sought to continue our journey to Malaysia, my entire family was denied boarding without a valid justification, which contravenes passenger rights as outlined by international aviation policies and could be deemed a violation of consumer protection laws and airline passenger rights, including those specified by ICAO and EU regulations, such as Regulation (EC) No 261/2004. Accommodation and Emergency Travel Document (ETD) Process While Etihad Airways provided one night of hotel accommodation with the understanding that it would be extended until we could continue our journey, we were unexpectedly denied an extension the following morning and forced to vacate the hotel. This occurred despite having successfully obtained an Emergency Travel Document (ETD) from the British Embassy. The Montreal Convention 1999, which governs the liabilities of airlines in cases of delayed or disrupted travel, emphasizes the need for airlines to provide necessary assistance to mitigate passenger inconvenience. However, despite securing the ETD, the Guest Transfer Desk failed to provide a new travel date, effectively leaving us without support. Attempts to contact the transfer desk and customer service for assistance were ignored, further contravening the obligations of airlines under international laws which stress prompt and appropriate passenger assistance. Financial and Emotional Impact The lack of timely action from Etihad Airways forced my family to extend our stay in the UAE, resulting in significant, unforeseen financial expenses. Unable to continue paying for accommodation in Abu Dhabi, we relocated to Dubai for several days while repeatedly seeking assistance from Etihad Airways. Our request for rebooking a return flight to Manchester was also denied, exacerbating our financial and emotional distress. Under the Montreal Convention and related international aviation policies, airlines are responsible for compensating passengers for reasonable expenses incurred due to operational oversights. This includes coverage for hotel stays, transportation, and meals, as well as compensation for non-financial damages, such as emotional suffering. Final Attempt and Management Assurance On 30 October, we returned to Abu Dhabi airport, where we were assisted by a member of the Guest Transfer team. After an entire day at the airport, we were issued return tickets to Manchester. Additionally, we were informed by Mr. Rabia Abu Hussein, the Operational Manager, that a full refund for our tickets would be processed and that compensation for the financial losses and distress would be considered. Request for Compensation In light of the failure to uphold applicable regulations and obligations, I formally request: 1. A full refund for the cost of our original tickets and any unused portion of the trip. 2. Reimbursement for hotel and living expenses incurred during our extended stay in the UAE. 3. Compensation for emotional distress and suffering due to the lack of timely support and improper handling of the situation. Please note that our travel insurance provider has confirmed that the responsibility for these losses rests with Etihad Airways, not with us. Thus, the airline is liable for covering all financial damages as outlined under international aviation laws. I trust that Etihad Airways will address this matter promptly and provide a resolution that aligns with the company’s commitment to passenger rights and adherence to international travel standards. Sincerely, Ali Baana +447534178025 Your Ref: QH2W7C On Nov 2, 2024, at 17:46, Feedback wrote: Etihad Airways reference: 2411024480372 Date: 11/2/2024 9:34 PM Dear Guest, Thank you for contacting us. If you are contacting us regarding your upcoming trip, please call our Contact Centre. We're currently receiving a high number of emails. Thank you for your patience whilst we work through each case as quickly as possible. If your case requires a response, a member of our team will get back to you within a maximum of 28 days. If you do not hear from us, we would like to assure you that we value your feedback and we will pass it on to improve our services in the future. To respond or update your case, please click here. Thank you. Etihad Airways CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com Show Quoted Content Etihad Airways reference: 2411024480372 Date: 11/2/2024 9:34 PM Dear Guest, Thank you for contacting us. If you are contacting us regarding your upcoming trip, please call our Contact Centre. We're currently receiving a high number of emails. Thank you for your patience whilst we work through each case as quickly as possible. If your case requires a response, a member of our team will get back to you within a maximum of 28 days. If you do not hear from us, we would like to assure you that we value your feedback and we will pass it on to improve our services in the future. To respond or update your case, please click here. Thank you. Etihad Airways CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com
- Manchester-Kuala Lumpur
- Economy
Asiya S
Verified | Jul 10, 2026Manchester-Kuala Lumpur
Economy
30 December 2024 Dear Mr Baana, Thank you for your further response. The Guest Relations team is appointed to address all guest concerns impartially from the investigation to the response, to ensure all concerns are addressed fully and fairly. In that respect please accept this as the official response of Etihad. We'd like to assure you that your feedback has been gratefully noted and shared with the Guest Experience department. The department holds regular meetings where guests' feedback is discussed and action plans are created to improve our product and services we offer to our valued guests. Our team and I have fully reviewed your case thoroughly and addressed your concerns in our previous response to you. Therefore, our position remains unchanged. Respectfully, we consider this case as closed now. Yours sincerely, Paula Guest Relations Etihad Airways New Airport Road, Khalifa City, Abu Dhabi, United Arab Emirates Etihad.com ------------------- Original Message ------------------- From: Ali Baana ; Received: Sat Dec 28 2024 00:39:47 GMT+0400 (Gulf Standard Time) To: feedback@etihad.ae; Subject: Re: Case Has Been Created This email comes from an EXTERNAL source. Dear Sirs/Madam, I am writing once again in relation to the above matter, as my previous email regarding this issue has been ignored. The lack of response is deeply disappointing and does not reflect the level of service expected from an airline of Etihad Airways’ stature. This correspondence pertains to the incident on 21 October during our journey from Manchester to Abu Dhabi and onward to Malaysia, where your airline’s failure to comply with regulatory obligations caused significant financial and emotional hardship for my family. Request for Immediate Action Despite raising this issue previously, no acknowledgment or resolution has been provided. I formally request the following: 1. A full refund for the cost of the original tickets and unused portions of the trip. 2. Reimbursement for all expenses incurred during our extended stay in the UAE. 3. Compensation for emotional distress and suffering caused by the airline’s failure to provide timely support. Next Steps Please note that I expect a response to this matter within 14 days. Failure to respond will leave me with no alternative but to escalate this matter to the relevant aviation regulatory bodies, including submitting formal complaints to IATA, ICAO, and other consumer protection authorities. I urge Etihad Airways to address this matter promptly to uphold its commitment to passenger rights and customer service excellence. I have also attached the previous email that I have sent to you. Yours sincerely, Ali Baana +44 7534 178025 Your Ref: QH2W7C Formal Request for Compensation Due to Airline Non-Compliance and Subsequent Hardship Dear Sirs/Madam, I am writing to formally address the incident that occurred on 21 October during our journey from Manchester to Abu Dhabi and onward to Malaysia. My family and I faced considerable hardship as a result, and I seek to outline the details, emphasizing the applicable airline laws and regulations to support our claim for compensation. Incident Details and Applicable Regulations Our initial itinerary involved travel from Manchester to Abu Dhabi and then to Malaysia. Upon arrival in Abu Dhabi, it was brought to my attention that my daughter’s passport had less than six months of validity remaining, making her ineligible for entry into Malaysia. As per international entry requirements and Malaysian immigration laws, all travelers must possess a passport valid for at least six months beyond the date of entry. According to aviation industry regulations, airlines are mandated to verify that all passengers meet the necessary entry requirements for their destination, including passport validity. IATA (International Air Transport Association) and ICAO (International Civil Aviation Organization) regulations reinforce that airlines bear the responsibility for verifying documentation to prevent disruptions to travel plans. Despite these mandates, the airline permitted my daughter to board the flight from Manchester to Abu Dhabi with a passport that did not meet these criteria. This oversight constitutes a failure to adhere to regulatory standards and places responsibility on the airline for any subsequent financial or logistical consequences. Moreover, when we sought to continue our journey to Malaysia, my entire family was denied boarding without a valid justification, which contravenes passenger rights as outlined by international aviation policies and could be deemed a violation of consumer protection laws and airline passenger rights, including those specified by ICAO and EU regulations, such as Regulation (EC) No 261/2004. Accommodation and Emergency Travel Document (ETD) Process While Etihad Airways provided one night of hotel accommodation with the understanding that it would be extended until we could continue our journey, we were unexpectedly denied an extension the following morning and forced to vacate the hotel. This occurred despite having successfully obtained an Emergency Travel Document (ETD) from the British Embassy. The Montreal Convention 1999, which governs the liabilities of airlines in cases of delayed or disrupted travel, emphasizes the need for airlines to provide necessary assistance to mitigate passenger inconvenience. However, despite securing the ETD, the Guest Transfer Desk failed to provide a new travel date, effectively leaving us without support. Attempts to contact the transfer desk and customer service for assistance were ignored, further contravening the obligations of airlines under international laws which stress prompt and appropriate passenger assistance. Financial and Emotional Impact The lack of timely action from Etihad Airways forced my family to extend our stay in the UAE, resulting in significant, unforeseen financial expenses. Unable to continue paying for accommodation in Abu Dhabi, we relocated to Dubai for several days while repeatedly seeking assistance from Etihad Airways. Our request for rebooking a return flight to Manchester was also denied, exacerbating our financial and emotional distress. Under the Montreal Convention and related international aviation policies, airlines are responsible for compensating passengers for reasonable expenses incurred due to operational oversights. This includes coverage for hotel stays, transportation, and meals, as well as compensation for non-financial damages, such as emotional suffering. Final Attempt and Management Assurance On 30 October, we returned to Abu Dhabi airport, where we were assisted by a member of the Guest Transfer team. After an entire day at the airport, we were issued return tickets to Manchester. Additionally, we were informed by Mr. Rabia Abu Hussein, the Operational Manager, that a full refund for our tickets would be processed and that compensation for the financial losses and distress would be considered. Request for Compensation In light of the failure to uphold applicable regulations and obligations, I formally request: 1. A full refund for the cost of our original tickets and any unused portion of the trip. 2. Reimbursement for hotel and living expenses incurred during our extended stay in the UAE. 3. Compensation for emotional distress and suffering due to the lack of timely support and improper handling of the situation. Please note that our travel insurance provider has confirmed that the responsibility for these losses rests with Etihad Airways, not with us. Thus, the airline is liable for covering all financial damages as outlined under international aviation laws. I trust that Etihad Airways will address this matter promptly and provide a resolution that aligns with the company’s commitment to passenger rights and adherence to international travel standards. Sincerely, Ali Baana +447534178025 Your Ref: QH2W7C On Nov 2, 2024, at 17:46, Feedback wrote: Etihad Airways reference: 2411024480372 Date: 11/2/2024 9:34 PM Dear Guest, Thank you for contacting us. If you are contacting us regarding your upcoming trip, please call our Contact Centre. We're currently receiving a high number of emails. Thank you for your patience whilst we work through each case as quickly as possible. If your case requires a response, a member of our team will get back to you within a maximum of 28 days. If you do not hear from us, we would like to assure you that we value your feedback and we will pass it on to improve our services in the future. To respond or update your case, please click here. Thank you. Etihad Airways CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com Show Quoted Content Etihad Airways reference: 2411024480372 Date: 11/2/2024 9:34 PM Dear Guest, Thank you for contacting us. If you are contacting us regarding your upcoming trip, please call our Contact Centre. We're currently receiving a high number of emails. Thank you for your patience whilst we work through each case as quickly as possible. If your case requires a response, a member of our team will get back to you within a maximum of 28 days. If you do not hear from us, we would like to assure you that we value your feedback and we will pass it on to improve our services in the future. To respond or update your case, please click here. Thank you. Etihad Airways CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com
- Manchester-Kuala Lumpur
- Economy
Maryam S
Verified | Jul 10, 2026Manchester-Kuala Lumpur
Economy
30 December 2024 Dear Mr Baana, Thank you for your further response. The Guest Relations team is appointed to address all guest concerns impartially from the investigation to the response, to ensure all concerns are addressed fully and fairly. In that respect please accept this as the official response of Etihad. We'd like to assure you that your feedback has been gratefully noted and shared with the Guest Experience department. The department holds regular meetings where guests' feedback is discussed and action plans are created to improve our product and services we offer to our valued guests. Our team and I have fully reviewed your case thoroughly and addressed your concerns in our previous response to you. Therefore, our position remains unchanged. Respectfully, we consider this case as closed now. Yours sincerely, Paula Guest Relations Etihad Airways New Airport Road, Khalifa City, Abu Dhabi, United Arab Emirates Etihad.com ------------------- Original Message ------------------- From: Ali Baana ; Received: Sat Dec 28 2024 00:39:47 GMT+0400 (Gulf Standard Time) To: feedback@etihad.ae; Subject: Re: Case Has Been Created This email comes from an EXTERNAL source. Dear Sirs/Madam, I am writing once again in relation to the above matter, as my previous email regarding this issue has been ignored. The lack of response is deeply disappointing and does not reflect the level of service expected from an airline of Etihad Airways’ stature. This correspondence pertains to the incident on 21 October during our journey from Manchester to Abu Dhabi and onward to Malaysia, where your airline’s failure to comply with regulatory obligations caused significant financial and emotional hardship for my family. Request for Immediate Action Despite raising this issue previously, no acknowledgment or resolution has been provided. I formally request the following: 1. A full refund for the cost of the original tickets and unused portions of the trip. 2. Reimbursement for all expenses incurred during our extended stay in the UAE. 3. Compensation for emotional distress and suffering caused by the airline’s failure to provide timely support. Next Steps Please note that I expect a response to this matter within 14 days. Failure to respond will leave me with no alternative but to escalate this matter to the relevant aviation regulatory bodies, including submitting formal complaints to IATA, ICAO, and other consumer protection authorities. I urge Etihad Airways to address this matter promptly to uphold its commitment to passenger rights and customer service excellence. I have also attached the previous email that I have sent to you. Yours sincerely, Ali Baana +44 7534 178025 Your Ref: QH2W7C Formal Request for Compensation Due to Airline Non-Compliance and Subsequent Hardship Dear Sirs/Madam, I am writing to formally address the incident that occurred on 21 October during our journey from Manchester to Abu Dhabi and onward to Malaysia. My family and I faced considerable hardship as a result, and I seek to outline the details, emphasizing the applicable airline laws and regulations to support our claim for compensation. Incident Details and Applicable Regulations Our initial itinerary involved travel from Manchester to Abu Dhabi and then to Malaysia. Upon arrival in Abu Dhabi, it was brought to my attention that my daughter’s passport had less than six months of validity remaining, making her ineligible for entry into Malaysia. As per international entry requirements and Malaysian immigration laws, all travelers must possess a passport valid for at least six months beyond the date of entry. According to aviation industry regulations, airlines are mandated to verify that all passengers meet the necessary entry requirements for their destination, including passport validity. IATA (International Air Transport Association) and ICAO (International Civil Aviation Organization) regulations reinforce that airlines bear the responsibility for verifying documentation to prevent disruptions to travel plans. Despite these mandates, the airline permitted my daughter to board the flight from Manchester to Abu Dhabi with a passport that did not meet these criteria. This oversight constitutes a failure to adhere to regulatory standards and places responsibility on the airline for any subsequent financial or logistical consequences. Moreover, when we sought to continue our journey to Malaysia, my entire family was denied boarding without a valid justification, which contravenes passenger rights as outlined by international aviation policies and could be deemed a violation of consumer protection laws and airline passenger rights, including those specified by ICAO and EU regulations, such as Regulation (EC) No 261/2004. Accommodation and Emergency Travel Document (ETD) Process While Etihad Airways provided one night of hotel accommodation with the understanding that it would be extended until we could continue our journey, we were unexpectedly denied an extension the following morning and forced to vacate the hotel. This occurred despite having successfully obtained an Emergency Travel Document (ETD) from the British Embassy. The Montreal Convention 1999, which governs the liabilities of airlines in cases of delayed or disrupted travel, emphasizes the need for airlines to provide necessary assistance to mitigate passenger inconvenience. However, despite securing the ETD, the Guest Transfer Desk failed to provide a new travel date, effectively leaving us without support. Attempts to contact the transfer desk and customer service for assistance were ignored, further contravening the obligations of airlines under international laws which stress prompt and appropriate passenger assistance. Financial and Emotional Impact The lack of timely action from Etihad Airways forced my family to extend our stay in the UAE, resulting in significant, unforeseen financial expenses. Unable to continue paying for accommodation in Abu Dhabi, we relocated to Dubai for several days while repeatedly seeking assistance from Etihad Airways. Our request for rebooking a return flight to Manchester was also denied, exacerbating our financial and emotional distress. Under the Montreal Convention and related international aviation policies, airlines are responsible for compensating passengers for reasonable expenses incurred due to operational oversights. This includes coverage for hotel stays, transportation, and meals, as well as compensation for non-financial damages, such as emotional suffering. Final Attempt and Management Assurance On 30 October, we returned to Abu Dhabi airport, where we were assisted by a member of the Guest Transfer team. After an entire day at the airport, we were issued return tickets to Manchester. Additionally, we were informed by Mr. Rabia Abu Hussein, the Operational Manager, that a full refund for our tickets would be processed and that compensation for the financial losses and distress would be considered. Request for Compensation In light of the failure to uphold applicable regulations and obligations, I formally request: 1. A full refund for the cost of our original tickets and any unused portion of the trip. 2. Reimbursement for hotel and living expenses incurred during our extended stay in the UAE. 3. Compensation for emotional distress and suffering due to the lack of timely support and improper handling of the situation. Please note that our travel insurance provider has confirmed that the responsibility for these losses rests with Etihad Airways, not with us. Thus, the airline is liable for covering all financial damages as outlined under international aviation laws. I trust that Etihad Airways will address this matter promptly and provide a resolution that aligns with the company’s commitment to passenger rights and adherence to international travel standards. Sincerely, Ali Baana +447534178025 Your Ref: QH2W7C On Nov 2, 2024, at 17:46, Feedback wrote: Etihad Airways reference: 2411024480372 Date: 11/2/2024 9:34 PM Dear Guest, Thank you for contacting us. If you are contacting us regarding your upcoming trip, please call our Contact Centre. We're currently receiving a high number of emails. Thank you for your patience whilst we work through each case as quickly as possible. If your case requires a response, a member of our team will get back to you within a maximum of 28 days. If you do not hear from us, we would like to assure you that we value your feedback and we will pass it on to improve our services in the future. To respond or update your case, please click here. Thank you. Etihad Airways CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com Show Quoted Content Etihad Airways reference: 2411024480372 Date: 11/2/2024 9:34 PM Dear Guest, Thank you for contacting us. If you are contacting us regarding your upcoming trip, please call our Contact Centre. We're currently receiving a high number of emails. Thank you for your patience whilst we work through each case as quickly as possible. If your case requires a response, a member of our team will get back to you within a maximum of 28 days. If you do not hear from us, we would like to assure you that we value your feedback and we will pass it on to improve our services in the future. To respond or update your case, please click here. Thank you. Etihad Airways CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com
- Manchester-Kuala Lumpur
- Economy
Muna M
Verified | Jul 10, 2026Manchester-Kuala Lumpur
Economy
30 December 2024 Dear Mr Baana, Thank you for your further response. The Guest Relations team is appointed to address all guest concerns impartially from the investigation to the response, to ensure all concerns are addressed fully and fairly. In that respect please accept this as the official response of Etihad. We'd like to assure you that your feedback has been gratefully noted and shared with the Guest Experience department. The department holds regular meetings where guests' feedback is discussed and action plans are created to improve our product and services we offer to our valued guests. Our team and I have fully reviewed your case thoroughly and addressed your concerns in our previous response to you. Therefore, our position remains unchanged. Respectfully, we consider this case as closed now. Yours sincerely, Paula Guest Relations Etihad Airways New Airport Road, Khalifa City, Abu Dhabi, United Arab Emirates Etihad.com ------------------- Original Message ------------------- From: Ali Baana ; Received: Sat Dec 28 2024 00:39:47 GMT+0400 (Gulf Standard Time) To: feedback@etihad.ae; Subject: Re: Case Has Been Created This email comes from an EXTERNAL source. Dear Sirs/Madam, I am writing once again in relation to the above matter, as my previous email regarding this issue has been ignored. The lack of response is deeply disappointing and does not reflect the level of service expected from an airline of Etihad Airways’ stature. This correspondence pertains to the incident on 21 October during our journey from Manchester to Abu Dhabi and onward to Malaysia, where your airline’s failure to comply with regulatory obligations caused significant financial and emotional hardship for my family. Request for Immediate Action Despite raising this issue previously, no acknowledgment or resolution has been provided. I formally request the following: 1. A full refund for the cost of the original tickets and unused portions of the trip. 2. Reimbursement for all expenses incurred during our extended stay in the UAE. 3. Compensation for emotional distress and suffering caused by the airline’s failure to provide timely support. Next Steps Please note that I expect a response to this matter within 14 days. Failure to respond will leave me with no alternative but to escalate this matter to the relevant aviation regulatory bodies, including submitting formal complaints to IATA, ICAO, and other consumer protection authorities. I urge Etihad Airways to address this matter promptly to uphold its commitment to passenger rights and customer service excellence. I have also attached the previous email that I have sent to you. Yours sincerely, Ali Baana +44 7534 178025 Your Ref: QH2W7C Formal Request for Compensation Due to Airline Non-Compliance and Subsequent Hardship Dear Sirs/Madam, I am writing to formally address the incident that occurred on 21 October during our journey from Manchester to Abu Dhabi and onward to Malaysia. My family and I faced considerable hardship as a result, and I seek to outline the details, emphasizing the applicable airline laws and regulations to support our claim for compensation. Incident Details and Applicable Regulations Our initial itinerary involved travel from Manchester to Abu Dhabi and then to Malaysia. Upon arrival in Abu Dhabi, it was brought to my attention that my daughter’s passport had less than six months of validity remaining, making her ineligible for entry into Malaysia. As per international entry requirements and Malaysian immigration laws, all travelers must possess a passport valid for at least six months beyond the date of entry. According to aviation industry regulations, airlines are mandated to verify that all passengers meet the necessary entry requirements for their destination, including passport validity. IATA (International Air Transport Association) and ICAO (International Civil Aviation Organization) regulations reinforce that airlines bear the responsibility for verifying documentation to prevent disruptions to travel plans. Despite these mandates, the airline permitted my daughter to board the flight from Manchester to Abu Dhabi with a passport that did not meet these criteria. This oversight constitutes a failure to adhere to regulatory standards and places responsibility on the airline for any subsequent financial or logistical consequences. Moreover, when we sought to continue our journey to Malaysia, my entire family was denied boarding without a valid justification, which contravenes passenger rights as outlined by international aviation policies and could be deemed a violation of consumer protection laws and airline passenger rights, including those specified by ICAO and EU regulations, such as Regulation (EC) No 261/2004. Accommodation and Emergency Travel Document (ETD) Process While Etihad Airways provided one night of hotel accommodation with the understanding that it would be extended until we could continue our journey, we were unexpectedly denied an extension the following morning and forced to vacate the hotel. This occurred despite having successfully obtained an Emergency Travel Document (ETD) from the British Embassy. The Montreal Convention 1999, which governs the liabilities of airlines in cases of delayed or disrupted travel, emphasizes the need for airlines to provide necessary assistance to mitigate passenger inconvenience. However, despite securing the ETD, the Guest Transfer Desk failed to provide a new travel date, effectively leaving us without support. Attempts to contact the transfer desk and customer service for assistance were ignored, further contravening the obligations of airlines under international laws which stress prompt and appropriate passenger assistance. Financial and Emotional Impact The lack of timely action from Etihad Airways forced my family to extend our stay in the UAE, resulting in significant, unforeseen financial expenses. Unable to continue paying for accommodation in Abu Dhabi, we relocated to Dubai for several days while repeatedly seeking assistance from Etihad Airways. Our request for rebooking a return flight to Manchester was also denied, exacerbating our financial and emotional distress. Under the Montreal Convention and related international aviation policies, airlines are responsible for compensating passengers for reasonable expenses incurred due to operational oversights. This includes coverage for hotel stays, transportation, and meals, as well as compensation for non-financial damages, such as emotional suffering. Final Attempt and Management Assurance On 30 October, we returned to Abu Dhabi airport, where we were assisted by a member of the Guest Transfer team. After an entire day at the airport, we were issued return tickets to Manchester. Additionally, we were informed by Mr. Rabia Abu Hussein, the Operational Manager, that a full refund for our tickets would be processed and that compensation for the financial losses and distress would be considered. Request for Compensation In light of the failure to uphold applicable regulations and obligations, I formally request: 1. A full refund for the cost of our original tickets and any unused portion of the trip. 2. Reimbursement for hotel and living expenses incurred during our extended stay in the UAE. 3. Compensation for emotional distress and suffering due to the lack of timely support and improper handling of the situation. Please note that our travel insurance provider has confirmed that the responsibility for these losses rests with Etihad Airways, not with us. Thus, the airline is liable for covering all financial damages as outlined under international aviation laws. I trust that Etihad Airways will address this matter promptly and provide a resolution that aligns with the company’s commitment to passenger rights and adherence to international travel standards. Sincerely, Ali Baana +447534178025 Your Ref: QH2W7C On Nov 2, 2024, at 17:46, Feedback wrote: Etihad Airways reference: 2411024480372 Date: 11/2/2024 9:34 PM Dear Guest, Thank you for contacting us. If you are contacting us regarding your upcoming trip, please call our Contact Centre. We're currently receiving a high number of emails. Thank you for your patience whilst we work through each case as quickly as possible. If your case requires a response, a member of our team will get back to you within a maximum of 28 days. If you do not hear from us, we would like to assure you that we value your feedback and we will pass it on to improve our services in the future. To respond or update your case, please click here. Thank you. Etihad Airways CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com Show Quoted Content Etihad Airways reference: 2411024480372 Date: 11/2/2024 9:34 PM Dear Guest, Thank you for contacting us. If you are contacting us regarding your upcoming trip, please call our Contact Centre. We're currently receiving a high number of emails. Thank you for your patience whilst we work through each case as quickly as possible. If your case requires a response, a member of our team will get back to you within a maximum of 28 days. If you do not hear from us, we would like to assure you that we value your feedback and we will pass it on to improve our services in the future. To respond or update your case, please click here. Thank you. Etihad Airways CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com
- Manchester-Kuala Lumpur
- Economy
Ali Sayid B
Verified | Jul 10, 2026Manchester-Kuala Lumpur
Economy
30 December 2024 Dear Mr Baana, Thank you for your further response. The Guest Relations team is appointed to address all guest concerns impartially from the investigation to the response, to ensure all concerns are addressed fully and fairly. In that respect please accept this as the official response of Etihad. We'd like to assure you that your feedback has been gratefully noted and shared with the Guest Experience department. The department holds regular meetings where guests' feedback is discussed and action plans are created to improve our product and services we offer to our valued guests. Our team and I have fully reviewed your case thoroughly and addressed your concerns in our previous response to you. Therefore, our position remains unchanged. Respectfully, we consider this case as closed now. Yours sincerely, Paula Guest Relations Etihad Airways New Airport Road, Khalifa City, Abu Dhabi, United Arab Emirates Etihad.com ------------------- Original Message ------------------- From: Ali Baana ; Received: Sat Dec 28 2024 00:39:47 GMT+0400 (Gulf Standard Time) To: feedback@etihad.ae; Subject: Re: Case Has Been Created This email comes from an EXTERNAL source. Dear Sirs/Madam, I am writing once again in relation to the above matter, as my previous email regarding this issue has been ignored. The lack of response is deeply disappointing and does not reflect the level of service expected from an airline of Etihad Airways’ stature. This correspondence pertains to the incident on 21 October during our journey from Manchester to Abu Dhabi and onward to Malaysia, where your airline’s failure to comply with regulatory obligations caused significant financial and emotional hardship for my family. Request for Immediate Action Despite raising this issue previously, no acknowledgment or resolution has been provided. I formally request the following: 1. A full refund for the cost of the original tickets and unused portions of the trip. 2. Reimbursement for all expenses incurred during our extended stay in the UAE. 3. Compensation for emotional distress and suffering caused by the airline’s failure to provide timely support. Next Steps Please note that I expect a response to this matter within 14 days. Failure to respond will leave me with no alternative but to escalate this matter to the relevant aviation regulatory bodies, including submitting formal complaints to IATA, ICAO, and other consumer protection authorities. I urge Etihad Airways to address this matter promptly to uphold its commitment to passenger rights and customer service excellence. I have also attached the previous email that I have sent to you. Yours sincerely, Ali Baana +44 7534 178025 Your Ref: QH2W7C Formal Request for Compensation Due to Airline Non-Compliance and Subsequent Hardship Dear Sirs/Madam, I am writing to formally address the incident that occurred on 21 October during our journey from Manchester to Abu Dhabi and onward to Malaysia. My family and I faced considerable hardship as a result, and I seek to outline the details, emphasizing the applicable airline laws and regulations to support our claim for compensation. Incident Details and Applicable Regulations Our initial itinerary involved travel from Manchester to Abu Dhabi and then to Malaysia. Upon arrival in Abu Dhabi, it was brought to my attention that my daughter’s passport had less than six months of validity remaining, making her ineligible for entry into Malaysia. As per international entry requirements and Malaysian immigration laws, all travelers must possess a passport valid for at least six months beyond the date of entry. According to aviation industry regulations, airlines are mandated to verify that all passengers meet the necessary entry requirements for their destination, including passport validity. IATA (International Air Transport Association) and ICAO (International Civil Aviation Organization) regulations reinforce that airlines bear the responsibility for verifying documentation to prevent disruptions to travel plans. Despite these mandates, the airline permitted my daughter to board the flight from Manchester to Abu Dhabi with a passport that did not meet these criteria. This oversight constitutes a failure to adhere to regulatory standards and places responsibility on the airline for any subsequent financial or logistical consequences. Moreover, when we sought to continue our journey to Malaysia, my entire family was denied boarding without a valid justification, which contravenes passenger rights as outlined by international aviation policies and could be deemed a violation of consumer protection laws and airline passenger rights, including those specified by ICAO and EU regulations, such as Regulation (EC) No 261/2004. Accommodation and Emergency Travel Document (ETD) Process While Etihad Airways provided one night of hotel accommodation with the understanding that it would be extended until we could continue our journey, we were unexpectedly denied an extension the following morning and forced to vacate the hotel. This occurred despite having successfully obtained an Emergency Travel Document (ETD) from the British Embassy. The Montreal Convention 1999, which governs the liabilities of airlines in cases of delayed or disrupted travel, emphasizes the need for airlines to provide necessary assistance to mitigate passenger inconvenience. However, despite securing the ETD, the Guest Transfer Desk failed to provide a new travel date, effectively leaving us without support. Attempts to contact the transfer desk and customer service for assistance were ignored, further contravening the obligations of airlines under international laws which stress prompt and appropriate passenger assistance. Financial and Emotional Impact The lack of timely action from Etihad Airways forced my family to extend our stay in the UAE, resulting in significant, unforeseen financial expenses. Unable to continue paying for accommodation in Abu Dhabi, we relocated to Dubai for several days while repeatedly seeking assistance from Etihad Airways. Our request for rebooking a return flight to Manchester was also denied, exacerbating our financial and emotional distress. Under the Montreal Convention and related international aviation policies, airlines are responsible for compensating passengers for reasonable expenses incurred due to operational oversights. This includes coverage for hotel stays, transportation, and meals, as well as compensation for non-financial damages, such as emotional suffering. Final Attempt and Management Assurance On 30 October, we returned to Abu Dhabi airport, where we were assisted by a member of the Guest Transfer team. After an entire day at the airport, we were issued return tickets to Manchester. Additionally, we were informed by Mr. Rabia Abu Hussein, the Operational Manager, that a full refund for our tickets would be processed and that compensation for the financial losses and distress would be considered. Request for Compensation In light of the failure to uphold applicable regulations and obligations, I formally request: 1. A full refund for the cost of our original tickets and any unused portion of the trip. 2. Reimbursement for hotel and living expenses incurred during our extended stay in the UAE. 3. Compensation for emotional distress and suffering due to the lack of timely support and improper handling of the situation. Please note that our travel insurance provider has confirmed that the responsibility for these losses rests with Etihad Airways, not with us. Thus, the airline is liable for covering all financial damages as outlined under international aviation laws. I trust that Etihad Airways will address this matter promptly and provide a resolution that aligns with the company’s commitment to passenger rights and adherence to international travel standards. Sincerely, Ali Baana +447534178025 Your Ref: QH2W7C On Nov 2, 2024, at 17:46, Feedback wrote: Etihad Airways reference: 2411024480372 Date: 11/2/2024 9:34 PM Dear Guest, Thank you for contacting us. If you are contacting us regarding your upcoming trip, please call our Contact Centre. We're currently receiving a high number of emails. Thank you for your patience whilst we work through each case as quickly as possible. If your case requires a response, a member of our team will get back to you within a maximum of 28 days. If you do not hear from us, we would like to assure you that we value your feedback and we will pass it on to improve our services in the future. To respond or update your case, please click here. Thank you. Etihad Airways CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com Show Quoted Content Etihad Airways reference: 2411024480372 Date: 11/2/2024 9:34 PM Dear Guest, Thank you for contacting us. If you are contacting us regarding your upcoming trip, please call our Contact Centre. We're currently receiving a high number of emails. Thank you for your patience whilst we work through each case as quickly as possible. If your case requires a response, a member of our team will get back to you within a maximum of 28 days. If you do not hear from us, we would like to assure you that we value your feedback and we will pass it on to improve our services in the future. To respond or update your case, please click here. Thank you. Etihad Airways CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com CONFIDENTIALITY / DISCLAIMER NOTICE: This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Etihad airways or its employees are not responsible for any auto-generated spurious messages that you may receive from Etihad email addresses. Etihad Airways is committed to protecting the privacy of its guests and users of its products and services. For detailed information on Etihad Airways privacy policy, please visit Etihad.com and go to the privacy policy section. http://www.etihad.com
- Manchester-Kuala Lumpur
- Economy
Kusti N
Verified | Jul 10, 2026Phuket-Tallinn-ulemiste International
Economy
Successful claim
WHAT HAPPENED Upon or prior to arriving at Frankfurt Airport, Etihad Airways involuntarily removed our family from flight LH884/EY4167 to Tallinn and issued new tickets on AirBaltic flights via Riga (FRA→RIX→TLL) departing the following morning. No explanation was provided for this decision. We were not offered any alternative on the original routing. The flight change notification was sent to me by email during the flight EY123, meaning I had no opportunity to respond, object, or seek alternatives before the decision was already implemented. I only saw the message upon landing in Frankfurt, at which point the rerouting had already been arranged without my consent. As a result, our family arrived in Tallinn approximately 15 hours later than originally scheduled. WHY THIS IS NOT AN EXTRAORDINARY CIRCUMSTANCE The connection time between EY123 and LH884 was 2 hours and 5 minutes, which is a standard and sufficient minimum connection time at Frankfurt Airport. Even accounting for a minor delay to EY123, the remaining connection time would in all reasonable likelihood have been sufficient. No evidence has been provided by Etihad that the connection was not achievable. Flight LH884/EY4167 operated as scheduled on 8 May 2026. Etihad Airways made a proactive operational decision to reroute us – this is not an extraordinary circumstance beyond their control. Note also that LH884 is operated as an Etihad Airways codeshare flight under the number EY4167, meaning Etihad Airways bears direct responsibility for this flight under our booking. Furthermore, under EU Regulation EC 261/2004, the 'extraordinary circumstances' defence is not available in cases of involuntary denied boarding. Etihad Airways' repeated invocation of this defence is therefore legally inapplicable to our claim. ETIHAD'S RESPONSES I have contacted Etihad Airways three times. Their responses have been inadequate: 1. They requested supporting documents without addressing the EU261 compensation claim. 2. They rejected the claim citing "extraordinary circumstances" without providing any evidence. 3. In their most recent response (1 July 2026), they cited Thai passenger rights regulation, which is entirely inapplicable to a flight departing from Frankfurt, Germany. They also referenced flight EY123 rather than the affected flight LH884/EY4167, suggesting the claim was not properly reviewed. ADDITIONAL CIRCUMSTANCES During the overnight wait at Frankfurt Airport: - All food outlets were closed, despite Etihad's obligation under EU261 to provide meals and refreshments. We received only a small snack after hours of waiting, and only after being directed to a hotel. At the hotel, staff had no information about our situation and I was initially required to pay for the accommodation myself before Etihad later reimbursed the cost. - Our checked baggage was rerouted to Riga without our consent, leaving us without access to personal belongings overnight. - One passenger suffered a migraine episode without access to their medication as a direct result. - Travelling overnight with two young children without adequate food, luggage, or medication caused significant hardship to our family.
- Phuket-Tallinn-ulemiste International
- Economy
- Successful claim
Olusegun Adeyinka Oladayo O
Verified | Jul 7, 2026Nairobi-London
Economy
I was delayed long enough to feel disoriented and misled by the airline boarding team to actually miss my flight.
- Nairobi-London
- Economy
Erica H
Verified | Jul 7, 2026Colombo-Abu Dhabi
Economy
Humiliation at check in counter and disrespect for disability
Dear Etihad Customer Relations, I am writing to make a formal complaint about my recent Etihad journey between Geneva and Colombo, and to request that Etihad review the additional baggage charge I was required to pay, as well as the unacceptable conduct of your check-in staff. Before travelling, I purchased additional baggage through the Etihad online portal. I understood this to apply to both the outbound and return legs of my journey. I was therefore shocked to be told at the airport that the baggage had not been paid for on my return leg, and I was charged LKR 170,000. After the incident, I went back to the Etihad online portal to check what had happened. For the return leg, the portal displays “20kg” clearly in bold black text, with the word “unpaid” shown separately in orange text. As someone who is colour blind, this distinction was extremely difficult for me to see. In my view, presenting the baggage allowance prominently in bold black text while placing the unpaid status in lighter coloured script is confusing and not sufficiently accessible. It gives the impression that baggage is included, particularly for customers with visual impairments or colour-vision deficiencies. I accept that I may have misunderstood the booking page. However, my complaint is not only about the charge itself. I am deeply concerned by the way I was treated by Etihad staff at check-in when I tried to explain the situation. The staff were rude, condescending, and dismissive. I was ridiculed for not being able to read the orange text clearly, laughed at in front of other passengers, and treated in a humiliating manner. When I asked for the name or details of a superior, this was initially refused. A supervisor eventually provided me with a name, but another Sri Lankan passenger later approached me and translated what had been said between the staff members. According to that passenger, the supervisor may have given me a false name. This behaviour was unacceptable. Customers should never be mocked, humiliated, or dismissed, particularly when raising a genuine accessibility issue. Not all disabilities are visible, and Etihad staff should be trained to respond respectfully and professionally in such situations. I have flown with Etihad with my family for many years, and this experience has truly shocked and disappointed me. Travelling as a female passenger, a parent, and a person with a disability already brings additional challenges. I expected better from an airline of Etihad’s reputation. I ask Etihad to please: 1. Review the LKR 170,000 baggage charge and consider refunding it, either in full or as a goodwill gesture. 2. If a refund is not possible, provide appropriate compensation in the form of Etihad Guest miles, a travel voucher, or another goodwill credit. 3. Investigate the conduct of the check-in staff and supervisor involved. 4. Review the accessibility of the online baggage portal, particularly the use of colour to indicate payment status. 5. Confirm what training Etihad provides to staff regarding passengers with disabilities, including non-visible disabilities. I would appreciate a written response explaining the outcome of your review. I hope Etihad will take this complaint seriously and restore my confidence in the airline. Yours faithfully, Dr Erica Harper EY397 07 July 2026 Etihad Guest Number:500119047422Overall
- Poor customer service
- Colombo-Abu Dhabi
- Economy
- Loss: €412
- Desired solution
Other
Sharanjit G
Verified | Jul 7, 2026Phuket-London
Economy
We arrived at the airport very early on 12/03/26, check in was very slow they were hand picking passengers from the queue behind us. After 2 hours plus they said the plane was over booked at 08:30. At 13:30 a coach arrived and took us to a hotel which was all taken care of by the airline. We were re-booked for the same flight on 13/03/26. We were given a letter each confirming flight was overbooked and we can claim 4500thb each which we need to go to the Etihad counter at Abu Dhabi Airport. There they were making me go counter to counter wasting time. Once back in the UK, I called Etihad several times and I'm just passed around to different departments with no result.
- Phuket-London
- Economy
Yerin K
Verified | Jul 7, 2026Abu Dhabi-Seoul
Economy
Claim escalated to airline
I was involuntarily denied boarding due to overbooking on Etihad Airways flight EY822 from Abu Dhabi to Incheon in October 2025. Etihad Airways acknowledged that I am entitled to compensation under EU Regulation 261/2004 and repeatedly confirmed that my compensation would be paid. Despite numerous follow-ups over several months, no payment has been made. In addition to the EU261 compensation, I also request reimbursement for the seat selection fees I paid for the replacement flight arranged by Etihad, reimbursement of my reasonable out-of-pocket expenses caused by the delay, and any statutory interest available under the applicable law. Original flight: EY822 Abu Dhabi to Seoul scheduled to depart 11 oct 2025 21:10hrs, and arrive at 10:45hrs (local time) Changed flight: EY822 Abu Dhabi to Seoul scheduled to depart 12 oct 2025,21:10 hrs. and arrive at 10:45 hrs. (local time) Due to unexpected and unwillingly changed flight schedule, we had to take an additional annual paid leave.
- Abu Dhabi-Seoul
- Economy
- Claim escalated to airline
Joohyun J
Verified | Jul 7, 2026Abu Dhabi-Seoul
Economy
Claim escalated to airline
The original flight schedule from Abu Dhabi to Incheon for myself and wife was at October 11th 21:10. Due to change of aircraft type, we got denied to get on board to that flight and got forced to take the flight on the next day flight which was extremely unpleasant experience. The adjusted flight schedule was at October 12th 21:10. Etihad issued the EMD due to denied boarding incident as below. EMD # for Mr. Jeon : 607 4417996168 EMD # for Ms. Kang : 607 4417996169
- Abu Dhabi-Seoul
- Economy
- Claim escalated to airline
Mansoor B
Verified | Jun 30, 2026Lahore-London
Economy
Technical problems
"I have contacted them multiple times by phone and have logged formal complaints both online and over the telephone (see attached correspondence). I also submitted a written complaint through their website in May 2026. To date, I have received no response."- Lahore-London
- Economy
Zenan C
Verified | Jun 26, 2026Lisbon-Seoul
Economy
No reason given
Booking reference (PNR): 7ERJBD Ticket number: 6072415366968 Passenger: Zenan Chen Route: Lisbon (LIS) → Abu Dhabi (AUH) → Seoul Incheon (ICN), single reservation Date of disruption: 23 May 2026 Flights: • EY100, LIS-AUH, scheduled 23/05 08:55 → 19:30. Actual departure 10:29 (94 min delay). • EY822, AUH-ICN, scheduled 23/05 21:10 → 24/05 10:50. Missed due to closed boarding gate on arrival in AUH. • Rebooked: EY822 on 24/05 21:10, arriving ICN 25/05 10:50. Final destination delay: 24 hours. What happened: Flight EY100 from Lisbon departed late. On arrival in Abu Dhabi, I was informed the boarding gate for EY822 had already closed and I was unable to board the connecting flight. Etihad rebooked me on the same flight 24 hours later and provided hotel accommodation and meals during the wait in Abu Dhabi. Claim filed directly with Etihad: Yes. Case reference 2605235875231. Etihad denied compensation twice (26 May and 29 May 2026), claiming the delay was “due to air traffic control” and “circumstances beyond our control.” They did not provide any specific ATFM regulation reference, NOTAM, CTOT, or evidence of reasonable measures despite my explicit written request. Key facts contradicting Etihad’s defense: • Lisbon weather on 23 May 2026 was CAVOK (clear conditions, light winds). No weather-related ATC restrictions possible. • No ATC strike, system outage, or significant ATFM event reported in Portuguese or relevant European airspace that day. • Network-wide Eurocontrol ATFM delays in the period averaged ~1.1 min/flight — wholly inconsistent with a 94-minute delay. • Etihad provided Article 9 duty of care (hotel + meals), indicating the disruption was treated as an operational matter. Compensation claimed: €600 under Article 7(1)(c) of Regulation (EC) No 261/2004 (flight distance LIS–ICN exceeds 3,500 km; final destination delay of 24 hours). Documents available to provide: • Booking confirmation email (Etihad) • EY100 boarding pass • Rebooking confirmation email for EY822 on 24/05 • Both Etihad denial emails (26 and 29 May 2026) • Flightradar24 record showing actual departure time of EY100- Lisbon-Seoul
- Economy
Fergal O
Verified | Jun 25, 2026Melbourne-Dublin
Economy
Problems at airport
As outlined in my claim I was supposed to fly from Melbourne to Dublin via Abu Dhabi, however my flight was cancelled and I was given a refund of 514.47, however the cheapest feasible alternative flight I could get cost 1729.06, leaving me quite out of pocket. I also had to pay for other travel eg buses and food whilst I waited in Melbourne for my alternative flight. Another issue relating to my claim is the fact that my alternative flight was with United airlines and was supposed to fly Melboourne to Dublin via San Fracnsico, however I had issue with this as well as after waiting 4 hours on the runway it was announced that this flight had to be cancelled to due an error with the aircraft. I was then rebooked onto a flight 2 days later which took me from Melbourne to Paris via san Francisco and Istanbul. I understand this claim relates to the original cancellation for the cancelled Etihad flight, however would it be possible to also claim for the cancelled flight with United airlines as well? Thank you.- Melbourne-Dublin
- Economy
Anonymous member
Verified | Jun 24, 2026Charlotte-Kochi
Economy
Denial of Baggage Acceptance, Customer Neglect, and Unfair Treatment at Airport
Hello, I am writing to formally lodge a complaint regarding the unacceptable service and unfair treatment I experienced at the airport at 12th of June regarding flight [EY16] from [Charlotte] to [Cochin]. My Booking Reference (PNR - A58OTQ) is When I reached the counter to check in my baggage (11.45 am), the Etihad agent refused to accept my bags. He claimed that the flight’s baggage capacity was already overloaded. Following this, I was forced to wait at the airport for nearly two hours (till 2.05 pm) without receiving any clear updates or resolution. When I requested an explanation and a solution, the agent offered only two highly inconvenient options: Rebooking my itinerary to a different flight with two additional stops. Rebooking my flight to this coming Sunday, 14th of June, which causes significant disruption to my schedule. Furthermore, while I was being made to wait, I witnessed the same agent assist multiple passengers who were standing behind me in the queue. He accepted their baggage and issued them boarding passes, completely ignoring the queue order and neglecting my ongoing situation. This discriminatory treatment is highly unprofessional and unacceptable. When I was finally allowed to board, I was assigned a seat directly adjacent to the lavatory. This seating arrangement - 46D caused further discomfort and distress throughout the flight, capping off a thoroughly degraded passenger experience. Because of this mismanagement, I have suffered severe inconvenience, lost time, and unnecessary distress. I request an immediate investigation into this incident and a prompt resolution regarding my travel plans, along with appropriate compensation for the service failure. I expect to hear back from your team within 24 hours. You can reach me at the provided Phone Number or via this email address. Yours sincerely, Ms. Ramya Rasu +91 9976557843Overall
- Poor customer service in the airport, Customer negligence
- Good food, amazing Pilot
- Charlotte-Kochi
- Economy
- Loss: €2000
- Desired solution
Hussan B
Verified | Jun 23, 2026London-Islamabad
Economy
The flight was delayed and my son has a special needs and he got anxious and he start behaving aggressive and they did not let us board the flight
- London-Islamabad
- Economy
Lholany Lhourdes M
Verified | Jun 23, 2026Amsterdam-Manila
Economy
Claim escalated to airline
I arrived in Manila and waited for almost 2hrs at the baggage area only to find out that the Airline lost my luggage when i approached a staff. Filed a report and they even show me in their mobile screen that my luggage cannot be gound. My luggage and it’s inclusions inside are worth a total of 20,000 Euro. My expensive belongings are inside of it and now im forced to buy necessities because i don’t have my belongings!!
- Amsterdam-Manila
- Economy
- Claim escalated to airline
Anonymous member
Verified | Jun 22, 2026Economy
Not refund money of cancellation tickets by Etihad airways
Our tickets was cancelled by Etihad airways. 17. 03.2026 I received letter that money will be refund during 45 days. Referral number 260317566812 . Still I didn’t get anything. Gulf bank confirmed that no any transactions. Statement available
- Economy
- Loss: €5100
- Desired solution
Refund
Zornitsa C
Verified | Jun 17, 2026Abu Dhabi-Colombo
Economy
Refund delay beyond reasonable
Etihad cancelled my booking, after deducting the amount on my credit card; they did not provide the service and are withholding my refund beyond one month. This is an unacceptable service.Overall
- Etihad charged for a full price ticket, and cancelled my booking, without a refund for more than one month
- no positive
- Abu Dhabi-Colombo
- Economy
- Loss: €3670
- Desired solution
Refund
Giulio D
Verified | Jun 17, 2026Melbourne-Rome
Economy
Successful claim
One of our luggage did not arrive with our flight, it was not transferred to our connecting flight. All my wife’s and my clothing and summer shoes(including bras and under garments ie underwear) were all in that luggage. Dressy clothing was for a function the follow day As of now 5 days later we still don’t have our luggage. Our host missed the phone call from courier yesterday for delivery so we are travelling to Rome to collect our luggage was we move to our next destination. We did not receive any cash allowance for incidentals.
- Melbourne-Rome
- Economy
- Successful claim
Sourabh J
Verified | Jun 16, 2026Bangalore-Zurich
Economy
My family and I, including our 2-year-old child, traveled on Booking Reference: [9E86XZ] from Bengaluru (BLR) to Zurich (ZRH) via Abu Dhabi (AUH). Due to the initial delay of our flight from BLR to AUH, we missed our connecting flight from AUH to ZRH. This resulted in a massive disruption to our travel plans and severe distress for our family. Flight Disruption Details: Original Arrival: Scheduled to arrive in Zurich (ZRH) on June 5th at 6:55 PM. Actual Arrival: Arrived in Zurich (ZRH) on June 6th at 11:00 AM. Re-routing: We were eventually re-routed on an onward flight with an additional layover in Geneva. Failure of Duty of Care: While waiting for the re-routing details at AUH, we were forced to wait in the terminal for over 6 hours. Despite traveling with a 2-year-old toddler, Etihad Airways provided no food, refreshments, or vouchers during this extensive wait. Managing a severe delay with a young child without basic assistance from the airline's ground staff was highly stressful and unacceptable. Financial and Personal Losses: As a direct result of arriving over 16 hours late, we suffered the following losses: Wasted Accommodation: We lost a fully paid, non-refundable 1-night stay at the Radisson Zurich for the night of June 5th. (I have attached the booking confirmation and receipt). Loss of Vacation Time: We lost an entire planned day in Zurich, including pre-planned activities that we were unable to attend. Requested Resolution: Given the length of the delay, the failure to provide basic duty of care for a family with an infant, and the out-of-pocket losses incurred, I am requesting: 1. Flight delay compensation under your international carriage guidelines and applicable passenger rights regulations. 2. Reimbursement for the wasted hotel night at the Radisson Zurich. I have attached our e-tickets, boarding passes, and the hotel receipt for your reference
- Bangalore-Zurich
- Economy
Ying Z
Verified | Jun 16, 2026Doha-Kunming
Economy
Terrible rescheduling of cancelled flight
My flight from Doha to Kunming was cancelled due to weather changes (from Beijing to Kunming). This I understand but when we contacted customer service, the earliest flight they could offer was on the 22nd of June, our initial flight is on 16th June. We also change our destination to Chengdu instead. We checked the available flights and there where tickets from 17-21st but they offered us 22 or after.- Doha-Kunming
- Economy
- Desired solution
Other
Diana L
Verified | Jun 14, 2026Mahe-Abu Dhabi
Economy
Request for compensation and reimbursement – missed connection resulting from delayed inbound flight
Dear Customer Relations, I am writing regarding my journey from Mahé (SEZ), Seychelles, to Vienna (VIE), Austria, via Abu Dhabi (AUH) on 12 June 2026 under a single booking reference. My itinerary included a connecting flight EY153 from Abu Dhabi to Vienna, scheduled to depart at 13. June 02:40. Due to a significant delay of the inbound flight from Mahé to Abu Dhabi, we missed our scheduled connection to Vienna. At the airport, we were informed that the delay was caused by a technical issue related to the aircraft’s air-conditioning system. Although alternative arrangements, hotel accommodation and meals were provided, we arrived in Vienna approximately 24 hours later than originally scheduled. In addition, our checked baggage remained at the airport and was not accessible during the overnight delay. As a result, we were required to purchase essential personal hygiene items and basic replacement clothing in order to manage the unexpected overnight stay. As a direct consequence of this disruption, additional expenses were incurred and we have retained the relevant receipts and supporting documentation. I kindly request: * Confirmation of the exact reason for the delay of the inbound flight from Mahé to Abu Dhabi. * Confirmation of the official arrival delay at the final destination (Vienna). * Assessment of my entitlement to compensation and reimbursement of reasonable expenses arising from the delay and missed connection. * Instructions regarding the submission of supporting documentation and receipts. I would appreciate a reference number for this claim and look forward to your response. Kind regards, Diana Lorencovičová 9ZD436 6076908326128 diddi.loren@gmail.comOverall
- At the airport, we were informed that the delay was caused by a technical issue related to the aircraft’s air-conditioning system.
- flexibility and problem solving at the airport (transfer, hotel)
- Mahe-Abu Dhabi
- Economy
- Loss: €120
- Desired solution
Refund
Renjith M
Verified | Jun 11, 2026London-Trivandrum
Economy
Our flight out of the UK was delayed by an hour, departing at 10:30 AM instead of 09:30 AM. Because of that initial delay, we arrived late into Abu Dhabi at 08:30 AM, which caused us to miss our connecting flight to Trivandrum. Etihad rerouted us via Delhi, where we landed at 03:00 AM. We then faced a grueling 5-hour wait. To make matters worse, we had to collect all of our heavy luggage, exit the airport completely, and transfer to a totally different terminal in the dead of night to catch an Air India flight. When we got to the new terminal, Delhi airport security wouldn't let us inside because we didn't have printed boarding passes. My wife and I had to drag all our heavy bags to the Air India office just to get them to print a temporary pass on an A4 sheet of paper so we could finally get through security. By the time we finally landed in Trivandrum, it was 10:30 AM—nearly 7 hours and 40 minutes late. Because of this massive delay, we completely missed the important family function we traveled all that way to attend. It was a completely exhausting and stressful experience for both of us.
- London-Trivandrum
- Economy
Anonymous member
Verified | Jun 7, 2026Economy
Etihad put business before the safety of their customers
My complaint is about the fact that Etihad customer services would not accept that flying to Abu Dhabi on holiday in the month of June is not safe.I called Etihad to ask them if they could please either move the date of my flight to later this year when please God, the troubles in the Middle East will be over, or cancel my flight which is due to go out at the end of June. My family do not wish to have a holiday in a place where one we may be bombed or two we will not be able to return from. The travel advice for anyone wishing to travel to Abu Dhabi right now is do not travel unless it is essential. So why would they not allow cancellation of a flight that was booked last year when I did not know anything about what would happen in the months to come. It was an innocent booking that I should have the ability to consider the safety of my family and frankly the airline should too. Clearly, they are putting business before the safety of its customers.Overall
- It’s in a region of warzone and they won’t allow cancellation or move flight without fee
- No one else on the plane but us I guess
- Economy
- Loss: €2500
- Desired solution
Refund
Other - Who in their right mind would want to have a holiday in Abu Dhabi right now? I had booked tickets last year for a family celebration in Abu Dhabi. Then all the troubles with the Middle East and America started. I am due to fly in three weeks time and Etihad will not move my dates for less than £1000 transfer fee, or let me cancel. This is about safety of my family. I have asked them, in fact pleaded, if I can change the dates and they can keep my money, but they will only do this if I pay more to do so. They will not cancel my flights and I think this is hugely unfair and morally wrong.
Abiney J
Verified | Jun 4, 2026Kochi-Toronto
Economy
Terrible at giving a response or resolution. Raised complaints and called multiple times
My bag was damaged and no resolution after raising complaints and calling multiple times to resolve the issue. They keep saying give us 24 hours and its over a month.Overall
- No resolution even after raising a complaint
- Kochi-Toronto
- Economy
- Desired solution
Refund
Margarida G
Verified | Jun 3, 2026Lisbon-Tokyo
Economy
The airline changed the flight schedule on the 21/08/2025, for the flights on the 3rd Sept, keeping just 45 min between flights in the connection in Abu Dhabi (arrival at 21:40, departure 22:25). The first leg arrived in Abu Dhabi at 21:50, 3 Sept. We had only cabin luggage and could have proceeded to the other flight, but we were denied boarding and given a flight only the next morning, 8:35 to Kuala Lumpur, Malaysia and then from there to Narita, arriving at Narita at 7:40 on the 5th September, instead of the planned 4th Sept 13:00. At Abu Dhabi we were taken to a hotel but the restaurant was closed at the time they got us there, so only room service was possible and we were informed that it had to be paid by us. We also did not get a free phone call, which I made to Etihad to try to get a better option of travel to Narita. I was told in this contact with Etihad that there were business class tickets earlier and direct from Abu Dhabi to Narita or to Osaka, but we would have to pay a considerable amount for the difference.
- Lisbon-Tokyo
- Economy
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