Etihad Airways complaints: comments, page 4

Selvaratnam T

Verified | Feb 19, 2026

Frankfurt-Colombo

Economy

noch keine Rückerstattung des Geldes

Subject: Reminder – Denied Boarding Compensation – Passenger Receipt 86493853 Dear Sir or Madam, I am writing to follow up on my previous email regarding my denied boarding compensation. The incident occurred on 11 June 2024 due to overbooking. My Passenger Receipt Number is 86493853. I have already provided my bank details for the payment of €600.00 compensation, but I have not yet received any confirmation or response from your side. I kindly request an update on the status of my payment and would appreciate a written confirmation within the next 7 days. Thank you for your prompt attention to this matter. Yours sincerely, Thussayanthan Selvaratnam Gesendet: Montag, 13. Oktober 2025, 23:07 Von: dushy@web.de An: info@etihad.com Betreff: Denied Boarding Comp REF mfg Thussayanthan

Overall

Verzug bei Transit
gutes Essen

Frankfurt-Colombo
Economy

Loss: €600
Desired solution

Usman A

Verified | Feb 7, 2026

Doha-Karachi

Economy

USMAN ABID from KARACHIiiiii

Please note based on our record your bags tracked in Doha under reference DOHQR66162-DOHQR66160. please send laggage

Overall

i lost my laggage my laggage have Doha Qatar please send my laggage pakistan karachi
who is responsible for my laggage

Doha-Karachi
Economy

Allahwasayo J

Verified | Feb 5, 2026

Dammam-Karachi

Economy

Flight changed compensation

My flight timing changed by ITEHAD AIRWAYS. My flight was on 04 January 11:00 PM , but changed by ITEHAD airways to 05 January at 0400 AM . So I need my compensation as ITEHAD AIRWAYS has emailed me and call me for compensation. But yet not received.

Overall

Poor customer service at AUH airport
Flight staff

Dammam-Karachi
Economy

Loss: €300
Desired solution

Shashika S

Verified | Feb 2, 2026

Abu Dhabi-Colombo

Economy

Terrible customer service on board

I flew to SriLanka from AbuDhabi on 31st December 2025, trust me that was the first time with Etihad and surely the last time as well. My experience with you was so terrible that I still regret buying the return ticket from you as per one of my friend's recommendation. Travelling from Dubai to Abudhabi and moving 4 times between 4 boarding gates and a delay of flight after close to 30 mins, I was exhausted with hunger and thrust. I received one water only after requesting for it. While serving food, crew member simply asked me in a hurry " You want food? No No? " then she took the food away even before I said yes. Throughout the long journey I received only 1 water. I was so tired to argue back. On top of that there was no inflight entertainment as my TV screen was out of order in front of my seat. First time flying home I selected Etihad because of the lower rate comparing to the Srilankan airlines and Emirates but later realized it was not a good decision when I had to pay AED 310 for just 1 extra kilogram of my baggage. I still have to fly back on 6th February to Dubai and imagining that I will have to experience the same,makes me sick and uncomfortable. I think this is enough for you to understand my dissatisfaction about the Etihad Airlines.

Overall

Poor customer service on board
Did not offer any food

Abu Dhabi-Colombo
Economy

Desired solution

Other

Sergei U

Verified | Jan 30, 2026

Abu Dhabi-Moscow

Economy

Etihad didn`t give any proper support and denied me and some other Russians for boarding. There was no water, no food, no hotel provided until I started talks about embassy. It was a disaster. I lost 1 day from my vacation time and was almost denied for the second their flight 1 day after.

Abu Dhabi-Moscow
Economy

Muhammad Kashan C

Verified | Jan 24, 2026

Madrid-Lahore

Economy

When I reached Abu Dhabi for my connection flight after waiting 1 hour they told my flight is overbooked they gonna find me another flight then the transfered me from Abu Dhabi to qatar then qatar to Lahore that was approx

Madrid-Lahore
Economy

Sanjeev V

Verified | Jan 23, 2026

Ahmedabad-Rome

Economy

Claim escalated to airline

We reached rome airport at 06.30 am on 19 Jan 2026 and on 26 jan 2026 we receive bag. Total 8 days missing my bag and till time my official visit trip completed.Also, there are lot of clothes suite and other living essentials were available inside the bag. And we came for business purpose but due to missing bag we faced a lot of difficulties and challenge to complete business task. And non receipt of baggage on time had caused us mental harassment with running around to manage pre-planned deliverables. am writing to formally lodge a complaint and seek appropriate compensation for the misplacement of my checked-in baggage while travelling on Etihad Airways from Ahmedabad, India to Athens, via Abu Dhabi. Despite completing all check-in formalities and handing over my baggage to Etihad Airways in good faith, the baggage failed to arrive at my destination. This incident has caused severe inconvenience, mental agony, and disruption of my professional and personal commitments during an international business trip. The misplaced baggage contained essential personal belongings, including: 1. Clothing and other essential accessories including professional attire required for business engagements to attend specific business meeting needs and specific items to attend to handle cold weather conditions adversities, 2. Essential medicines, the absence of which caused significant distress and health-related anxiety especially in cold weather 3. Personal items necessary for day-to-day living during the travel period 4. Electronic essentials to conduct business activities due these were in the baggage. This has resulted in non-availability of key information needed to conduct the business activities. Due to this lapse, I was compelled to spend valuable time coordinating with airport staff, filing reports, and making repeated follow-ups—resulting in avoidable loss of productive time and interference with pre-scheduled professional commitments. Further, I was forced to incur out-of-pocket expenses for emergency purchases of clothing and necessities, solely due to the non-availability of my baggage. We repeatedly followed up for our baggage and have not received till the completion of business trip which has resulted in additional hardships and more time spent on following up as well as co ordinations. We had immediately logged complaint for delayed baggage on 19 Jan 2026 and had repeated followed up and bag received on 26 Jan 2026 after completing my business trip 8 days Etihad Airways is globally recognised for service excellence, and passengers reasonably expect a high standard of care, especially on international journeys. The failure to deliver checked baggage as contracted has directly impacted my comfort, health, dignity, and peace of mind, in addition to financial and professional loss. It had hampered my delivery of duties needed to conduct business activities. I had to perform audit of a centre while all information needed were not available due this lapse. In view of the above, I respectfully request Etihad Airways to: Acknowledge the inconvenience and distress caused Expedite tracing and delivery of the misplaced baggage, if not already completed Reimburse reasonable expenses incurred due to delayed baggage. Provide appropriate compensation for mental agony, inconvenience, and professional disruption, in accordance with applicable international conventions and Etihad Airways’ customer care policies I trust Etihad Airways will address this matter promptly and fairly. Kindly confirm receipt of this complaint and advise the next steps for resolution at the earliest. Thanking you for your attention and cooperation.

Ahmedabad-Rome
Economy
Claim escalated to airline

Mattias B

Verified | Jan 20, 2026

Lisbon-Kuala Lumpur

Economy

Problems at airport

The airline rejected my EU261 compensation request twice, citing “adverse weather conditions” and “circumstances beyond our control,” without providing any specific evidence (such as METAR reports, NOTAMs, or a clear causal explanation). I dispute this reasoning. The delay resulted from operational and airport handling issues, including missed departure slot and turnaround problems, rather than extraordinary circumstances. The journey originated in Lisbon (EU) and I arrived at my final destination with a delay exceeding 11 hours. I request enforcement of EU Regulation 261/2004.

Lisbon-Kuala Lumpur
Economy

Etihad Airways M

Verified | Jan 18, 2026

Santa Cruz De La Palma-Jaipur

Economy

No reason given

After a long flight from Las Palmas, I was left waiting over 14 hours in Abu Dhabi with no hotel provided by Etihad. I had to arrange accommodation myself after extreme fatigue. This is unacceptable. I demand immediate compensation, a formal apology, and explanation for this mistreatment.

Santa Cruz De La Palma-Jaipur
Economy

Etihad Airways M

Verified | Jan 18, 2026

Santa Cruz De La Palma-Jaipur

Economy

14 + hours delay in abu Dhabi for next flight

Dear Etihad Customer Relations, Ticket number.6072985411057 Las palmaas to Jaipur I have been waiting in Abu Dhabi for over 14 hours due to a delayed Etihad flight. Despite the long delay, no hotel accommodation or adequate assistance has been provided. This has caused significant discomfort and exhaustion. Airlines are expected to provide hotel accommodation during extended delays. I request an explanation, reimbursement, and appropriate compensation for this experience. Sincerely, [Pawan Moond]

Overall

Poor service

Santa Cruz De La Palma-Jaipur
Economy

Desired solution

Other

Eristhon V

Verified | Jan 17, 2026

Manila-Warsaw

Economy

Lock of assistance for airline

There was excessive waiting for airline assistance. At 19:00, the airline announced that the flight would be delayed until 20:00 due to a technical issue. However, we were not taken to the hotel until 03:00 the next day, and I only received my room at 04:30 AM.

Manila-Warsaw
Economy

Desired solution

Mohit A

Verified | Jan 16, 2026

Mahe-Zurich

Economy

Claim escalated to airline

I booked Etihad airways multi city flight for my family (2 adults 1 toddler 2 year old). Iternary was Zrh to Abu dhabhi, stop over 5 days, Abu dhabhi to Seychelles, Seyechelles to Abu dhabhi , stop over 2hrs, Abu dhabhi to Zurich. While coming back air seychelles (code shared with Etihaad) started late from Seychlees. We were booked on another flight by Eithad while we were on a plane to Abu dhabhi. we ran to gate to our flight to Zurich but was denied boarding because gate was closed (still 30min for flight depart) because we were reeboked to different flight without our consent. We went to Etihad counter 2am in morning, toddler very cranky, huge queues. We get a hotel and 30h layover in Abhu dhabhi. Our toddler needed visa assistance , 3h waiting at airport for formalities. Then we didn't get our baggage. We were starnded in abu dhabhi without any luggage. We had no cabin luggage as we were flying home and did not anticipated lot of stuff to be needed. We checked in at hotel at 7 am, slept until 11 am. Went to nearby mall for shopping i.e. change of clothes, 1 cabin bag, food and nappies for toddler roughly 750 eur bill. Now after coming back I reached out to etihad to compensate me for delay. Etihad has been nothing but slacky. they are asking me to go talk to air seychlelles. I made booking on Etihad website. They are not responding to me now.

Mahe-Zurich
Economy
Claim escalated to airline

Alessandro D

Verified | Jan 15, 2026

Colombo-Rome

Economy

I went to the airport for my return flight, but due to an issue related to the airline’s systems, I was not allowed to board. The airline stated that it was a system error on their part and that, while my wife returned home alone despite us having booked the ticket together, I remained in Colombo for over 8 hours and missed both the return flight and the connecting flight. As a result, I returned to Italy with a significant delay and had to pay for an additional day of parking at the airport where I had left my car.

Colombo-Rome
Economy

Azar M

Verified | Jan 14, 2026

Doha-Phuket

Economy

No reason given

My flight from Doha to Abu Dhabi (EY662) delayed and I missed connecting flight to Phuket (EY410) on 18 December, 2025. I supposed to arrive on 18 December, but I arrived to Phuket on 19th December. i spent 8-9 hours in the Abu Dhabi Airport with family. I lost one day of my holiday, (pullman hotel, day rate ~400$, tours planned next day). I did not receive any compensation from airline. I even requested upgrade of return flight.

Doha-Phuket
Economy

Tiju T

Verified | Jan 13, 2026

Trivandrum-London

Economy

Baggage Complaint Issue -Etihad Airways reference: 2510164947526

My baggage was damaged on 24 October 2025, and I raised a complaint with Etihad Airways’ Baggage Services on the same date. I was informed that compensation had been approved and would be credited to my bank account. However, to date, the compensation amount has not been credited. I have followed up multiple times via email, providing the required bank details and sending reminders, but I have not received any response from the concerned department. This lack of communication is disappointing and unacceptable, especially after compensation was already confirmed.

Overall

Poor Service
Food

Trivandrum-London
Economy

Loss: €700
Desired solution

Anahita B

Verified | Jan 8, 2026

Muscat-Toronto

Economy

Denied boarding in May 2025 and no refund

They gave me a voucher and took all my details but no refund I'm running after them every time one call center with new suggestions Seems they have no connection to the refund agent but promising

Overall

No refund since June 2025
Good facilities

Muscat-Toronto
Economy

Loss: €1600
Desired solution

Refund

Anonymous member

Verified | Jan 7, 2026

Toronto-Abu Dhabi

Economy

Misleading Baggage Policy led to additional and unnecessary fees

I am a new Etihad customer and just booked my first flight with Etihad in February 2025. Upon purchasing the flight I checked the baggage policy for checked baggage and was told to check the Etihad website which I did and found the attached baggage calculator.pdf information under the baggage calculator for the flight from Toronto (YYZ) to Kuala Lumpur (KUL). According to the pdf the checked bags for basic fare are included for passengers flying from Toronto to Malaysia. It is mentioned that USA and Canadian passengers are eligible for free checked baggage after I searched other sources online as well. I proceeded to purchase the flight then buy checked bags off the Etihad website and to my shock each bag fee added up to $200 CAD per passenger. This ended up costing me an additional $1000 CAD just to check in 5 bags for our itinerary and my father's as well which were supposed to be included with the basic care that we purchased.

Toronto-Abu Dhabi
Economy

Loss: €600
Desired solution

Refund

Aakash S

Verified | Jan 7, 2026

London-Bangalore

Economy

9TISVP was the booking reference. My flight from London Heathrow EY68 had a delayed take off. I had a connection flight at Abu dhabi EY236 to Bangalore. The connection time was 55 mins. Although there was a delay the flight from London still landed on time and we had 45 mins to board the next flight. Etihad was being cheeky. They knowing that the LOndon flight was running late, confidently over booked the Abudhabi to Bangalore flight and printed alternative boarding passes for a different flight without our concern and permission. I missed my domestic flight from Bangalore to Madurai due to their unprofessional behaviour. I need my compensation for my expenses and the domestic flight fare.

London-Bangalore
Economy

Anonymous member

Verified | Jan 7, 2026

Economy

Did not get what we had booked and paid for

Paid for extra leg room, the seats we got had a faulty entertainment system, the call buttons didn't work, and the overhead lights were u/s gave us 8 hours of misery Not the premier company you profess to be

Overall

All electric aids in seat were faulty moved from paid extra leg room to no extra leg room

Economy

Loss: €200
Desired solution

Refund

Muhammad F

Verified | Jan 6, 2026

Bahrain-Athens

Economy

when i reach on bording counter the Etihad airways staff very rudely said its full already you have to wait for next flight, if flight is full why you are informed me before i travel from Bahrain to Abu Dhabi, you have to inform me through the mail but the Airline never did which is very disappointing for me

Bahrain-Athens
Economy

Kyle H

Verified | Jan 6, 2026

Barcelona-Denpasar

Economy

The incident meant that we missed our airport transfers incurring additional travel expenses. Unfortunately such expenses were paid for in cash and receipts were not readily available from local taxis.

Barcelona-Denpasar
Economy

Muhammad F

Verified | Jan 6, 2026

Bahrain-Athens

Economy

18+ Hour Delay & Denied Boarding –

Dear Etihad Airways Customer Relations Team, I am writing to formally complain about the serious inconvenience and distress I experienced during my recent journey from **Bahrain to Athens via Abu Dhabi** under **Reservation Code: 9URBVY**. My flight from **Bahrain to Abu Dhabi arrived on time**. My connecting flight from **Abu Dhabi to Athens was scheduled at 02:10**. However, upon reaching the transfer counter, your staff informed me that the flight was **already full** and that I would be accommodated on the **next available flight on 7 January**, resulting in a delay of **more than 18 hours**. This situation was extremely disappointing and stressful. Despite repeatedly requesting assistance, I found the staff to be **uncooperative and unsupportive**, and no satisfactory solution was provided at the airport. Due to this delay, my **hotel booking in Athens (from 5 January to 7 January)** will expire by the time I arrive. I have already **paid for both the hotel accommodation and taxi services**, and this loss is entirely due to the denied boarding and delay caused by Etihad Airways. I kindly request **urgent assistance** and one of the following resolutions: * Reimbursement of my **hotel booking and taxi expenses**, which I have already paid, **or** * Cancellation of my **return ticket from Athens to Bahrain** with a **full refund**. This experience has caused me significant mental stress and inconvenience, and it has severely affected my confidence in traveling with Etihad Airways in the future. I have **attached both boarding passes** for your reference. I request your **prompt response and resolution** to this matter at the earliest possible time. Thank you for your attention. I look forward to your urgent support. Best regards, **Muhammad Furqan** Reservation Code: **9URBVY** My WhatsApp +97335435795

Overall

Poor Customer service, Very Rude behaviour
Cleaning

Bahrain-Athens
Economy

Loss: €300
Desired solution

Refund

Expenses reimbursement

Anonymous member

Verified | Jan 3, 2026

Abu Dhabi-Penang

Economy

Etihad ticket overbooking .Denied check in

I originally purchased a ticket Order ID:1722845498589568, for the 9:00 PM flight on 30 December from Abu Dhabi to Kuala Lumpur, with onward travel to Penang (Etihad–MAS). Due to overbooking, Etihad staff offered me an alternative flight departing at 9:20 PM the same evening from Abu Dhabi to Jakarta-Penang, connecting onward to Penang (Etihad–Batik Air), with an estimated layover of one and a half hours. Before accepting this alternative, I specifically asked at the counter whether my baggage would be checked through to my final destination. I was informed that it would be, and the ticket issued to me indicated that it was through baggage. Based on this information, I accepted the revised itinerary. However, upon arrival in Jakarta, I was required to clear immigration, collect my luggage, transfer to Terminal 2, and re-check in for the connecting flight. This process made it impossible to catch the onward Jakarta–Penang flight within the given connection time. As a result, I was forced to purchase a new Jakarta–Penang ticket at my own expense. I therefore request reimbursement for the full cost of this ticket, which amounted to Rp2,051.750

Overall

Ticket overbooking
Help desk support

Abu Dhabi-Penang
Economy

Loss: €104.7
Desired solution

Expenses reimbursement

Yves B

Verified | Jan 2, 2026

Economy

Unlawful Removal of Personal Property

Unlawful Removal of Personal Property from Checked Baggage During Transfer at AUH. During the transfer process at Abu Dhabi Airport, an item was removed from my checked suitcase without my knowledge or consent. There was no notification, documentation, or explanation provided to me at the airport regarding this removal. The item is not prohibited, and there was no lawful justification communicated for its confiscation. The luggage passes before security checks in Berlin (Turkish Airlines) and Istanbul (Etihad Airways).

Economy

Loss: €200
Desired solution

Expenses reimbursement

Milind V

Verified | Jan 2, 2026

Calgary-Mumbai

Economy

Unethical practice & disregard for passanger & their money.

I paid $84 to book a seat from Abu Dhabi to Mumbai. The Etihad agent via WhatsApp app advised that, due to change in the aircraft, I will not be on my paid seat. In stead they offered me a middle seat. Further. The agent advised that, they will not refund my money although they declined to offer my paid seat.This also indicate that Etihad is more than likely charginv & doing a double booking for the same seat.

Overall

Declined to Provide refund.

Calgary-Mumbai
Economy

Loss: €84
Desired solution

Refund

Anonymous member

Verified | Dec 30, 2026

Abu Dhabi-Singapore

Business

Broken bad and terrible customer service

- I flew from AD to SG in business - my luggage was broken (retractable handle does not come out) - there was no staff from etihad on site - I had to call, got the number for dnata but there was no staff from dnata in the airport either - I was not told to take a video with tag on the bad - I filed a complain in the phone at the airport, then on the website and also with dnata - after 2 weeks (in and of itself a disappointment) they replied that because I don't have a video with tag on they can't do anything - they are also refusing to answer - which is at the very least unpolite Now the main issue is: if a video with tag on is necessary and I called 2 different entities, why no one told me when I was at the airport and I could still do it? Obviously after 2 weeks the luggage has been emptied and stored and I removed the tags I want a refund for the bag which costs roughly 600-700 SGD

Overall

Broken luggage and artificially difficult customer support

Abu Dhabi-Singapore
Business

Loss: €400
Desired solution

Anjana D

Verified | Dec 29, 2026

Delhi-Dublin

Economy

I had my departure from New Delhi operating by etihad airway destination, and was delay , therefore could not connect the connecting flight from abudabi to Dublin and was delay for 12 hours

Delhi-Dublin
Economy

Anonymous member

Verified | Dec 29, 2026

Abu Dhabi-Dublin

Economy

flight delay and poor service during the process of arranging

flight delay for 12 hrs miss connection as the flight got delay from new delhi connection got delay operating by etihad airway on 19 of december 2025 ,i therefore wanted to claim for reimbursement for the above concern

Abu Dhabi-Dublin
Economy

Desired solution

Filip P

Verified | Dec 28, 2026

Prague-Abu Dhabi

Economy

Terrible experience at AUH health complications and no hotel

On 7 December, we were travelling outbound on Etihad from Prague (PRG) → Abu Dhabi (AUH) → Colombo (CMB). Our first sector PRG → AUH (EY156) was delayed, which immediately put the whole journey under pressure. Because of the delay, we were left with only ~13 minutes to make the connection to AUH → CMB (EY394). I proactively spoke with the cabin crew and asked whether we could realistically make the connection, because my partner could not run due to a serious health complication (a cyst, with a risk of internal bleeding/surgery). We were reassured by the flight attendants that the delay was only 30 minutes and that the gate should still be open. After landing, we moved as quickly as physically possible, and an Etihad employee again reassured us that we could make it. We dashed from gate C to B23, going through the transfer desk (where I was told they would inform the gate personnel that multiple passengers were running to catch the flight) and then through the TSA check. With only 12 minutes before departure, we were repeatedly told that everything was “no problem” and that the flight would wait. During this intense transfer attempt, my partner’s health issues returned, and she could hardly walk, making the situation even more distressing. When we reached the gate, we were told the gate was closed and we were not allowed to board, despite the assurances we had received. We were sent back to the transfer desk at gate C, where I then waited around 4 hours just to be processed. We were told there were no more flights until 2:15 AM (EY392) — more than five hours later. Due to my partner’s condition, she needed to visit the Burjeel Clinic at the airport and needed rest, and we were not sure whether we would even be physically able to take the 2 AM option. After the long wait, we were given food coupons and told to return to the transfer desk later. We were told there was nothing Etihad could do regarding my partner’s health complications, and that we should “try our luck” at the Guest Center near gate C23. At the Guest Center, I pleaded to be allowed entry to an already packed lounge, so that at least my partner could rest. Ultimately, we had to rebook to the 9:25 AM flight (EY390). We arrived in Sri Lanka more than 12 hours late, exhausted and unwell, after what became an unexpectedly intense and draining journey.

Overall

Staff spreading white lies, my girlfriends health went worse
tasty peanuts in the messy airport lounge

Prague-Abu Dhabi
Economy

Desired solution

Anonymous member

Verified | Dec 28, 2026

Krabi-London

Economy

Lack of access to system to recognise details

Delayed, so flight cancelled, booked on next one, but system won't recognise this to enable compensation. Arrived in Heathrow 12 hours late. Also baggage was lost and delivered 16 hours later.

Overall

missed connection
Excellent service to correct at time.

Krabi-London
Economy

Desired solution

Dilip Mathuradas L

Verified | Dec 26, 2025

Abu Dhabi-Toronto

Economy

Very poor customer service - airline did not get back to me regarding the burn injury

I sustained a severe burn on the little finger of my left hand due to it coming in contact with extremely food packet served on flight on Nov.28th, 2025 - see attached pictures. I am a diabetic on insulin and the blister is not healing

Overall

Burn injury due to extremely hot food packet served on flight- Booking reference NILOO3
none

Documents ComplaintsList.phpDilip Mathuradas

Abu Dhabi-Toronto
Economy

Loss: €500
Desired solution

Kamran Q

Verified | Dec 22, 2025

Manchester-Karachi

Economy

Successful claim

Short term visit to Pakistan. Already lost 2 days, no luggage, caused distressed and inconvenience.

Manchester-Karachi
Economy
Successful claim

Kamran Q

Verified | Dec 22, 2025

Manchester-Karachi

Economy

Lost luggage at karachi......

Flight delayed due to extreme fog at karachi. Flight returned to mascat, stayed in the aircraft for 6 hours was really tiring and hard.

Overall

Mismanagement at karachi airport
Flight delayed for 8 hours,

Manchester-Karachi
Economy

Desired solution

Other - Return of my lost luggage

George Gerhardus B

Verified | Dec 20, 2025

Johannesburg-London

Economy

Elderly Passengers Abandoned at Check-In: Flight Cancellation, No Support, and Financial Loss

ear Etihad Customer Relations, My wife and I (both over 75 years of age) are writing to formally lodge a complaint regarding the handling of our booking UAV4CO for flight EY748, scheduled to depart Johannesburg on 4 December 2025 at 10:00. To be clear the service of the staff onboard our flights was excellent. We arrived at the Etihad check-in counter at Johannesburg International Airport at 06:00 on 4 December 2025, as required. There were no Etihad staff present, and no operational Etihad office at the airport. After extensive enquiries with airport personnel, we were unable to obtain any assistance as no Etihad staff were available at the airport. Our son in the UK contacted Etihad UK on our behalf and was informed—contradictorily—that the flight was both cancelled and that we had “not shown up,” which is incorrect. After significant intervention and support by our son, we were rebooked onto flight EY748 on 5 December 2025. Due to Etihad’s failure to operate the check-in process or notify us of the cancellation, we were forced to stay overnight at the InterContinental Hotel at OR Tambo on 4 December 2025 at a cost of R8,000, which we paid ourselves. Upon arrival, we reported this matter at the Etihad office and were advised by Mr. Sulaiman to submit a complaint online. Given the circumstances—particularly our age, the lack of airport support, the incorrect “no-show” claim, the involuntary hotel expense, and the unavailability of 2 adjoining extra legroom seats next to each other—we expect the following: Reimbursement of the R8,000 hotel cost incurred on 4 December 2025 Compensation for the disruption caused by the cancelled flight Restoration or upgrade of our paid extra legroom seating for our return flight on 15 January 2026 We look forward to your prompt response and a fair resolution. Yours sincerely, Geroge Bence

Overall

Very Bad Customer Experience

Johannesburg-London
Economy

Loss: €300
Desired solution

Other

Anthony H

Verified | Dec 13, 2025

Manchester-Bangkok

Economy

Totally ruined our first day’s holiday due to having to try & fail to buy suitable clothes & toiletries for our booking

Manchester-Bangkok
Economy

Nicole A

Verified | Dec 8, 2025

Rome-Manila

Economy

Technical problems

I was originally booked to fly from Rome (FCO) to Manila (MNL) with a connecting flight in Abu Dhabi (AUH) on December 1–2, 2024 via Etihad Airways. My first flight, EY86 from FCO to AUH, was delayed by 1 hour and 45 minutes, departing at 12:10 instead of 10:25. This delay caused me to miss my connecting flight, EY440 from AUH to MNL, which was scheduled to depart at 21:20 on December 1. As a result, Etihad rebooked me on a much later replacement flight, EY446, departing 09:10 on December 2 and arriving in Manila at 21:55—a delay of approximately 12 hours from my original arrival time. This disruption caused significant inconvenience, including schedule changes, loss of income, and reduced productivity.

Rome-Manila
Economy

Anonymous member

Verified | Dec 8, 2025

Munich-Ahmedabad

Economy

terrible staff stolen team great

my luggage is missing in that flight and i get my luggage after 2 days arrival in inside my shoes is stolen and i also chocolates that worth more then 900 euro its not right thing

Overall

stolen bag items and not giving answer
good food

Munich-Ahmedabad
Economy

Loss: €800
Desired solution

Samir G

Verified | Dec 7, 2025

Mumbai-London

Economy

Ridiculously Exorbitant Checkin Baggage Cost

Etihad is a FRAUD Airlines & they are CHEATING their customers. (PNR DUR6BJ) I had booked a flight for my wife from Mumbai to London on Etihad Airways for the 3rd of October & return on 13th of October. The fair booked did not have a check-in luggage included & nowhere on their website were we able to add the check-in luggage. On contacting the airlines, we were told that the check-in luggage cannot be added in advance & we will need to do the same at the counter. On enquiring about the cost, we were told that the cost for the luggage would be max. 200$. We found this price very high & we could have booked an AirIndia or British Airways DIRECT flight for this extra, but did not have much choice as the travel date was only few days away. On reaching the counter for the Check-In, we were informed by the staff that it will cost us Rs. 55,000/- (USD 650$) for check-in bag weighing 20 Kgs. This was ridiculous, but even after arguing with their manager for an hour, they did not even budge & as my wife was travelling alone & had a schedule ahead, we had to pay that amount. Next day I talked to Yatra & my travel agent to cancel the return flight so that I can book another flight, but was informed that the cancellation fees is 100% & I will not get any refund, nor can I upgrade the ticket to a higher class which will include the luggage. This means that the Etihad Airways wants me to pay a total cost of Rs. 1,70,000/- (USD 2000$) for an Economy class return flight from Mumbai to London. I can easily get a BUSINESS CLASS ticket on any reputed airlines for that price. I have travelled the world to more that 70 countries, but have never experienced this type of shameless THEFT. This is absolute FRAUD being committed by ETIHAD AIRWAYS on unsuspecting customers. All flyers kindly beware of ETIHAD & use it only if you want to be CHEATED. We will never use this airlines again as they are absolute FRAUDS. SAMIR GARG (M: +91-9820127458)

Overall

Ridiculously Exorbitant baggage fees more than the cost of return flight ticket
Good food

Mumbai-London
Economy

Loss: €1400
Desired solution

Expenses reimbursement

Fernando S

Verified | Dec 5, 2025

Kuala Lumpur-Barcelona

Economy

EY419 delayed 2 hours a so we miss connecting flight EY113. Instead of waiting for us, the reassigned us on a flight 13 hours later EY111. This we miss our flight VLG BCN-LPA where we live and are resident (I can proof that). So I had to buy IBE tickets last minute for a flight 9ne day later than initial planned.

Kuala Lumpur-Barcelona
Economy

Anonymous member

Verified | Dec 1, 2025

Hyderabad-Washington

Economy

I called customer service, they asked me to log complaint before calling and talking to them, i will call them now

Hyderabad-Washington
Economy

Anonymous member

Verified | Dec 1, 2025

Hyderabad-Washington

Economy

Denied boarding, health issu

Denied boarding, flight reschedule due to seat availability, health issue, pregnant, paid full ticket price, no seat

Overall

Denied boarding, seat availabilty, travel issues

Hyderabad-Washington
Economy

Loss: €1500
Desired solution

Refund

Expenses reimbursement

Nishant Vikesh S

Verified | Dec 1, 2025

Abu Dhabi-Mumbai

Economy

Downgrading of Seating Class

PNR : 96B6NA & 8U6POF had Booked the Seats on 23 row A & B return Flight from AUH to BOM on 27 NOV. Need refund for the amounts.

Overall

We paid for Seatss on the With extra Leg Space on our flight , but due to change in AIrcraft , we could not get hose seats which we paid for and and downgrade to basic economy seats

Abu Dhabi-Mumbai
Economy

Loss: €75
Desired solution

Refund

Aleksandra C

Verified | Dec 1, 2025

Colombo-Abu Dhabi

Economy

Flight canceled date 28.11.2025

Dear Etihad Airways Customer Service, I am submitting an official complaint regarding the cancellation of my flight and the disruption to my travel plans. Flight details: • Passenger name: Ciskowska Aleksandra • Flight number: EY 395 • Route: Sri Lanka → Abu Dhabi • Date of flight: 28.11 • Scheduled departure time: 04:00 AM My flight EY395 on 28.11 at 04:00 AM was cancelled, and I, along with other passengers, was transported to a hotel where we stayed from approximately 11:00 until 19:30. After returning to the airport for the next scheduled flight, we were informed that this flight was also cancelled. At no point were we notified in advance, despite the airline being aware of the weather conditions that made it impossible to operate the flights. This lack of communication caused significant inconvenience and financial loss, including missed onward travel and a prepaid hotel reservation in Dubai. In connection with the above, I kindly request: 1. Compensation in accordance with applicable passenger rights regulations for the cancelled flight. 2. Reimbursement of additional expenses, including but not limited to: • Costs of the unused hotel reservation in Dubai, • Any additional travel or accommodation expenses resulting from the cancellations. Attached documentation includes: • Booking confirmation, • Boarding passes, • Proof of additional costs, • Screenshots or relevant evidence. Please confirm receipt of this complaint and provide your written response within the required timeframe. Kind regards, Ciskowska Aleksandra Email: ola_ciskowska@wp.pl

Colombo-Abu Dhabi
Economy

Loss: €400
Desired solution

Refund

Expenses reimbursement

Rembrandt B

Verified | Nov 30, 2025

Melbourne-Tirana

Economy

Influence by other flights

Due to our cancelled flight we had a 24 hour layover in Abu Dhabi. The airline placed us in a 5 star luxury desert resort that was an hour drive from any access to restaurants or entertainment apart from what the resort offered. I had to order taxis (total AUD112.07) to purchase amenities such as food and water. We only had access to expensive restaurants that were not covered by the airline (total AUD71.90 for a dip, small salad and a bottle of water shared between two). This was an inconvenience to us and believe we should have not been out of pocket for any of the expenses due to being placed in accommodation that was well above our means and travel budget.

Melbourne-Tirana
Economy

Isobel C

Verified | Nov 30, 2025

Melbourne-Tirana

Economy

Influence by other flights

Melbourne-Tirana
Economy

Sreevidhya R

Verified | Nov 26, 2025

Kochi-Manchester

Economy

I have lost one of my luggage and have not yet received any update on it. The Abu Dhabi baggage tracing team has confirmed today that it had already arrived at Manchester Airport yesterday. I did not receive any phone call or message confirming this. I haven't taken my tablets. I have my clothes in it. It has been about 24 hours since I received any updates from the Manchester airport team working on this. I was promised would get my baggage today at the best. But there is no official confirmation proof on it. The paperwork handed to me was blank. I had the Abu Dhabi team spell out the'Delayed Baggage Reference Number'for me. And when I tried tracking it, my mail ID was written wrong. Also, my baggage tags were ripped off my boarding pass, and they say it was handed to me separately, which I wouldn't have lost mid all of this mess if it had stayed on the boarding pass.

Kochi-Manchester
Economy

Giorgio M

Verified | Nov 24, 2025

Bangkok-Milano

Economy

This I what I wrote to Etihad, they are offering 4,500baht to me but I think is not enough: I am writing regarding my booking reference J7GKGR and the involuntary rebooking communicated to me for flight EY401 from Bangkok (BKK) to Abu Dhabi (AUH) on 16 November. I received this notification on 15 November, less than 24 hours in advance. Due to an aircraft change, I was unable to travel on my original Etihad flights EY401 (BKK–AUH) and EY81 (AUH–MXP). I was instead rebooked on a completely different routing operated by another carrier (Turkish Airlines), specifically: TK69 Bangkok (BKK) → Istanbul (IST) TK1875 Istanbul (IST) → Milan Malpensa (MXP) This involuntary re-routing resulted in a significantly longer travel time and an arrival delay of more than four hours compared to the scheduled arrival of my original Etihad itinerary. Given that: - the original long-haul journey (BKK–AUH–MXP) clearly exceeds 3,500 km, - the re-routing resulted in an arrival delay greater than 4 hours, - and the re-routing was involuntary and on a different airline, I kindly request the full compensation of €600, in accordance with your published policy. Reason for denied boarding communicated incorrectly: Your initial email stated that I could not travel due to an “aircraft change”, while your latest message confirms that the actual reason was… overbooking. (we all know the actual flights EY401 and EY87 followed the right path, arriving also before the actual schedule). This inconsistency prevented me from understanding the real situation and from being informed of my rights as required under Thai regulations. Lack of required assistance at the airport Although I was involuntarily denied boarding, I did not receive: any meal or refreshment vouchers, any written notice of my rights, any support or instructions on the compensation procedure (rather than demanding to Etihad assistance); These forms of assistance are specifically mandated for delays and denied boarding departing from Thailand. I respectfully request that my compensation claim be processed in full, in accordance with your published passenger rights policy. I kindly ask you to confirm the compensation amount, the method of payment, and the expected processing timeframe. Thank you for your attention and cooperation. I look forward to your prompt response. Kind regards, Giorgio Morlotti

Bangkok-Milano
Economy

Noor Fatima Z

Verified | Nov 17, 2025

Lahore-Male

Economy

Influence by other flights

We were travelling to the Maldives to celebrate our wedding anniversary—a trip that meant a great deal to both me and my wife. We had booked a 3-day stay at the Sheraton Maldives Resort with half-board and a speedboat transfer included. We also purchased return tickets with Etihad Airways for both of us. Our journey was supposed to begin on 12 November 2025 with a 4:15 AM departure. Unfortunately, the flight was delayed by about 1 hour and 20 minutes. Because of this, when we arrived at Abu Dhabi Zayed International Airport, we ran as fast as we could to catch our connecting flight at 8:40 AM. Despite our efforts, we missed it. After we raised the issue, we were given boarding passes for the next flight—which wasn’t until 11:55 PM the same day—as well as accommodation in a local hotel until departure. We eventually reached Malé at around 5:10 AM the following morning. After clearing all formalities, we waited for the next available speedboat to the resort. The first one at 9 AM was given to guests who were originally scheduled, and since we were last-minute additions, we had to wait until the 11 AM boat. We finally arrived at the resort around 11:30 AM. Our original check-in time was 12:30 PM on 12 November 2025, but we reached on 13 November at around 11:30 AM—losing an entire paid day of our booking, including the stay, breakfast, and dinner. That lost day cost us around USD 3,000 including taxes. This was meant to be a precious and memorable anniversary celebration for us. Instead, the experience left us heartbroken, emotionally distressed, and deeply disappointed. The situation caused both anxiety and sadness, especially because this trip held such sentimental value for us. I am requesting compensation for both myself and my wife for the emotional and financial loss we suffered. We hope you will understand how important this was to us and consider our situation with empathy. Thank you.

Lahore-Male
Economy

Sardar Mussadiq I

Verified | Nov 17, 2025

Lahore-Male

Economy

Influence by other flights

We were travelling to the Maldives to celebrate our wedding anniversary—a trip that meant a great deal to both me and my wife. We had booked a 3-day stay at the Sheraton Maldives Resort with half-board and a speedboat transfer included. We also purchased return tickets with Etihad Airways for both of us. Our journey was supposed to begin on 12 November 2025 with a 4:15 AM departure. Unfortunately, the flight was delayed by about 1 hour and 20 minutes. Because of this, when we arrived at Abu Dhabi Zayed International Airport, we ran as fast as we could to catch our connecting flight at 8:40 AM. Despite our efforts, we missed it. After we raised the issue, we were given boarding passes for the next flight—which wasn’t until 11:55 PM the same day—as well as accommodation in a local hotel until departure along with dinner. We eventually reached Malé at around 5:10 AM the following morning. After clearing all formalities, we waited for the next available speedboat to the resort. The first one at 9 AM was given to guests who were originally scheduled, and since we were last-minute additions, we had to wait until the 11 AM boat. We finally arrived at the resort around 11:30 AM. Our original check-in time was 12:30 PM on 12 November 2025, but we reached on 13 November at around 11:30 AM—losing an entire paid day of our booking, including the stay, breakfast, and dinner. That lost day cost us around USD 3,000 including taxes. This was meant to be a precious and memorable anniversary celebration for us. Instead, the experience left us heartbroken, emotionally distressed, and deeply disappointed. The situation caused both anxiety and sadness, especially because this trip held such sentimental value for us. I am requesting compensation for both myself and my wife for the emotional and financial loss we suffered. We hope you will understand how important this was to us and consider our situation with empathy. Thank you.

Lahore-Male
Economy

Anonymous member

Verified | Nov 14, 2025

Delhi-Washington

Economy

refund not received for 9 months

Ticket no 6072406544026 cancelled on jan21st 2025 cancelled and refund confirmed for INR 61607. Not processed .] till today

Overall

refund not received
nothing

Delhi-Washington
Economy

Loss: €650
Desired solution

Refund