Etihad Airways complaints: comments, page 5
394 comments
Muhammad A
Verified | Nov 13, 2025
Karachi-Manchester
Economy
I was denied boarding on my confirmed connecting flight EY75 from Abu Dhabi to Manchester on November 12, 2025, due to an Etihad operational issue. I arrived at the gate for EY75 on time, but the ground staff informed me and all other passengers that we could not board. The reason in his opinion was that our luggage could not be transferred in time from the delayed incoming flight, EY293. This was an Etihad operational decision, not due to any fault of my own. Despite being checked in and present for boarding, we were denied access to the flight. Etihad had already rebooked us on an alternative flight, EY77 the following day, and provided hotel accommodation. This denial of boarding for operational reasons caused a 12-hour and 15-minute delay to my final destination and significant personal disruption. Under UK passenger rights regulations, I am legally entitled to compensation for being denied boarding on my confirmed flight.
- Karachi-Manchester
- Economy
Andrea C
Verified | Nov 12, 2025Paris-Melbourne
Economy
Successful claim
My flight from Paris delayed Washington last call in Ady dhabi for connecting flight My father very ill Men at gate wouldn’t let me on said to go transfer desk. Was very distressing Was treated very badly 24 hrs later got flight
- Paris-Melbourne
- Economy
- Successful claim
Oleksandr Y
Verified | Nov 7, 2025Dublin-Abu Dhabi
Economy
No reason given
The flight EY048 from Dublin to Abu Dhabi on 28 October 2025 was delayed for several hours. At the airport, the announcement mentioned an “operational issue” as the reason for the delay, not air traffic restrictions. According to Flightradar24, the same aircraft (A6-BLI) had arrived late from a previous flight and was on the ground in Shannon before being transferred to Dublin. Other flights from Dublin at the same time were departing normally, so the explanation about air traffic control restrictions seems unlikely. I request verification of the real reason for the delay and compensation under EU Regulation 261/2004.- Dublin-Abu Dhabi
- Economy
Luca M
Verified | Nov 6, 2025Abu Dhabi-Delhi
Economy
denied Boarding with the right ticket.
Denied boarding. Even if I had the ticket the Company denied me the boarnding on flight EY214 from Abu Dhabi (09,15) to Delhi (14,10) on November , the 4th, 2025- Abu Dhabi-Delhi
- Economy
Frank B
Verified | Nov 4, 2025Premium economy
Terrible on cabin crew service
Regarding flight's to and from Manchester to Abu Dhabi out on the 27th October (EY76) and returning on 2nd November (EY75) . I am speaking for wife and I, the seats we occupied were 28A & 28B. The boarding of the aircraft was good and efficient and Cabin staff welcomed you aboard, unfortunately service rapidly went down hill from that point. Service there was 'none' no drinks offered, until they round with wife vegetarian meal. She had to ask several times for a glass of wine to take with her food which by the way was cold which could have been pleasant had it served at the right temperature. My meal came some time later, I was offered a drink with my food again the food was at best slightly warm but no wear the correct temperature. The next time cabin staff were around is went they came with box which looked like a soggy pizza for breakfast, again no drinks offered, perhaps they thought the pizza was wet enough. The announcements were very poor, indeed we heard only fasten seatbelts on take off and landing and noise for all others. On seat 28A the seat headset connection was worn so the headset jack was worn thus giving an intermittent connection. The return flight was better ( seats 20A and 20B) in that cabin crew came round and offered drinks, the food was slightly warmer but could have been hotter, my wife again why had ask for a glass of wine with her meal due to being severed before the crew come the main meals. Etihad Airways claim to be the national Airline of Abu Dhabi. It would near the mark if claim was to be a national disaster. We have travelled many time to the UAE over the past 10 years to see our son, but always travelled with Emirates Airways who in truth who's service as gone over years, but their on board service is still far better than yours unfortunately, although are far better at on board and not treating them like cattle. But in fairness we have never paid the extra and travel premium economy with them.- Premium economy
- Desired solution
Other
Anonymous member
Verified | Nov 3, 2025Mumbai-Doha
Economy
Denied Boarding Compensation Claim – PNR 7I0NCR, Voucher 6037039616
I am writing to raise a complaint and request immediate assistance regarding a denied boarding incident from Mumbai to Abu Dhabi. Despite being issued a compensation voucher, I was advised at the Mumbai airport to contact customer service and provide my email address and bank account details to initiate the refund process. I have been unable to reach your customer support team through phone.- Mumbai-Doha
- Economy
- Loss: €10000
- Desired solution
Anonymous member
Verified | Nov 3, 2025Mumbai-Doha
Economy
Complaint Regarding Denied Boarding and Unresponsive Customer Support – PNR 7I0NCR
I am writing to raise a complaint and request immediate assistance regarding a denied boarding incident from Mumbai to Abu Dhabi. Despite being issued a compensation voucher, I was advised at the Mumbai airport to contact customer service and provide my email address and bank account details to initiate the refund process. I have been unable to reach your customer support team through phone.- Mumbai-Doha
- Economy
- Loss: €10000
- Desired solution
Refund
Basil P
Verified | Nov 1, 2025London-Kochi
Economy
I had reached Abu Dhabi on time, but the airline denied my boarding and arranged a flight later that night and i reached my final destination at mid night. Etihad provided a hotel stay and meal and also provided a compensation voucher, and I submitted my bank details on the same day to an Etihad toll-free personnel in Abu Dhabi. After reaching India, I called Etihad's toll-free number and explained the situation. They asked me to wait for 45 working days. However, it has been three months, and the amount has not been credited to my account. I had missed my sister wedding and had faced a lot of personal losses.
- London-Kochi
- Economy
Evgeniia K
Verified | Oct 31, 2025Sochi-Singapore
Economy
Technical problems
Dear Etihad Airways Customer Relations Team, I am writing to formally claim compensation and reimbursement for additional expenses incurred due to a significant delay of your flight, which resulted in me missing my connecting itinerary and arriving at my final destination two days late. 1. Passenger and Flight Details: · Full Name: Kondrakova Evgeniia · Booking Reference/PNR: 72V2F8 · Delayed Flight Number: EY859, EY498 · Date of Disruption: 16.10.2025 · Original Itinerary: Sochi to Singapore via Abu Dhabi · Final Destination: Singapore 2. Description of the Incident: On 16.10.2025, I was scheduled to travel from Sochi to Abu Dhabi and then Abu Dhabi to Singapore n flight EY859, EY498. However, this flight was delayed due to "technical issues", which caused me to miss my connecting flight and hotel booking. As a direct result of this delay, which was within Etihad Airways' control, I arrived at my final destination on 19.10.2025 instead of the scheduled 17.10.2025. The total delay at my final destination was 2 days. 3. Rights Under EU Regulation 261/2004: I would like to bring to your attention that this situation is covered by Regulation (EC) No 261/2004. Since the delay was not caused by extraordinary circumstances and the delay at the final destination exceeds 3 hours, I am entitled to the following: · Care and Assistance: I have received care and assistance including hotel, shuttle and food, I am grateful for that. · Compensation: I believe I am eligible for financial compensation under Article 7 of the regulation for a delay of this length. Unfortunately I have lost two days of my vacation and I could not receive the money paid for the hotel in the place of destination (Singapore). Please reimburse the cost of the hotel which sums USD 243.93 in the place of destination which I could not use. You can find reservation details in the attached file. Please find attached the following supporting documents: · Copy of my passport/ID · Copies of my boarding passes for all segments · Hotel invoice and proof of payment (receipt) · Delay Certificate issued by Etihad staff (if available) The total amount I am claiming for the hotel accommodation is 243,93 $USD Invoice Details: · Hotel Name: ibis budget Singapore Selegie · Dates of Stay: 17.10.2025 to 19.10.2025 · Invoice Number: siren shot 4. Expected Resolution: I expect Etihad Airways to process my claim promptly and reimburse the full amount of 243.93 USD to my original method of payment. I also request information regarding the compensation payment for the flight delay as per EC 261. I look forward to your positive response and a resolution within a reasonable time frame. I am available to provide any further information if required. Sincerely, Evgeniia Kondrakova Sochi, Voroshilovskaya Street 3, apartment 60 +79885035690 Kyki222@mail.ru- Sochi-Singapore
- Economy
Carol H
Verified | Oct 28, 2025Bangkok-Manchester
Economy
Missed connection resulting into over 12 hour delay
Yes delayed by over 12 hours. Flight planned from Bangkok Airport at 21.15 on 22nd October . Delayed by 45 minutes arriving late to make connecting flight at 02.00 abu dhabi time. Offered alternative flight on 23 rd October at 14.00 Abu Dhabi time. Although this did not impact financially it caused increased stressed symptoms due to plans arranged prior to returning home on Thursday 23/10 /2025 at 07.15 Please can you look into this and contact to discuss further. Kind regards Carol Hudson.Overall
Time delay
- Bangkok-Manchester
- Economy
- Desired solution
Apolline L
Verified | Oct 27, 2025Madras-Paris
Economy
No reason given
Voilà ce que j'ai envoyé à ETHIAD: I have been traveling with Etihad Airways on the Paris-Chennai route for several years, but unfortunately, my recent experience was a little bit disappointing. Upon arrival in Chennai, I was unable to collect my luggage immediately, as it was only delivered to my accommodation in Pondicherry later that afternoon, causing significant inconvenience. Furthermore, on my return journey to Paris, my flight arrived at 8 PM instead of 8 AM, resulting in nearly a full day lost. In light of these issues, I kindly request that you consider providing appropriate compensation. Thank you for your understanding and attention to this matter. Best regards, Apolline Lavana L'incident m'a gêné car j'ai perdu une journée de congé.- Madras-Paris
- Economy
Anonymous member
Verified | Oct 23, 2025Islamabad-Dublin
Economy
Left me in the middle of nowhere
I had booked a return flight from Dublin to Islambad. on my way back home, I was left in Manchester airport with no flights booked. there was no flight booked at all. I had to ask a friend of mine in Dublin to book me a flight. he booked a flight for me. since then, I have tried many many times and many different ways to talk to Etihad but i have not been able to get anywhere. as you can see in the photo, I had to book a flight with aer lingus ( the same airline that supposed to operate my initial final leg of the flight from Manchester to Dublin ).
- Islamabad-Dublin
- Economy
- Loss: €500
Tim A
Verified | Oct 21, 2025Manchester-Melbourne
Economy
Successful claim
No reason given
Flight EY78 from Manchester to Abu Dhabi on 18/10/25 was delayed, meaning I missed my ongoing connection EY460 from Abu Dhabi to Melbourne. Etihad provided me with accommodation in Abu Dhabi, and booked me on the same flight the following day. Thus I arrived back in Melbourne 24 hours late.- Manchester-Melbourne
- Economy
- Successful claim
Anonymous member
Verified | Oct 21, 2025Toronto-Abu Dhabi
Economy
Terrible Management and No internal comunication
This formal complaint addresses the catastrophic two-month failure by the airline to deliver the **fully paid F1 Grand Prix Package**, an issue originating from critical administrative negligence. Following a premium purchase made two months ago under the guidance of an airline employee who confirmed eligibility and guaranteed package documentation within 12 days, the file was subsequently and repeatedly misdirected to the irrelevant Abu Dhabi Stopover Team. This department continuously denied the package based on inapplicable Stopover Programme terms, citing contradictory and factually incorrect claims regarding "blackout dates" and "sold-out hotels," despite the package being designed for the event and availability being verifiable online. The airline's subsequent assertion that the package was not confirmed due to missing PNR selection or payment records is a direct consequence of the initial employee's procedural failure during the recorded booking call. This cumulative negligence has created an untenable situation, critically jeopardizing the passenger's time-sensitive **e-visa application** and non-refundable multi-city travel itinerary, representing a severe and unacceptable breach of contractual obligation.Overall
- Poor Customer services and communication
Did not find anything yet
- Toronto-Abu Dhabi
- Economy
- Loss: €2000
- Desired solution
Other - This formal complaint addresses the catastrophic two-month failure by the airline to deliver the fully paid F1 Grand Prix Package, an issue originating from critical administrative negligence. Following a premium purchase made two months ago under the guidance of an airline employee who confirmed eligibility and guaranteed package documentation within 12 days, the file was subsequently and repeatedly misdirected to the irrelevant Abu Dhabi Stopover Team. This department continuously denied the package based on inapplicable Stopover Programme terms, citing contradictory and factually incorrect claims regarding "blackout dates" and "sold-out hotels," despite the package being designed for the event and availability being verifiable online. The airline's subsequent assertion that the package was not confirmed due to missing PNR selection or payment records is a direct consequence of the initial employee's procedural failure during the recorded booking call. This cumulative negligence has created an untenable situation, critically jeopardizing the passenger's time-sensitive e-visa application and non-refundable multi-city travel itinerary, representing a severe and unacceptable breach of contractual obligation.
Blessing E
Verified | Oct 19, 2025London-Abu Dhabi
Economy
Unsatisfactory Resolution of Complaint by Etihad
I am writing to urgently request your intervention in resolving a series of unacceptable service failures by Etihad Airways that have caused me significant financial loss and personal inconvenience. Despite my numerous attempts to resolve these issues directly with Etihad, my concerns have been repeatedly deflected and remain unresolved. Detailed Summary of Issues: Outbound Journey: • Disparate Information on Train Origin and Operator: My booking included a train transfer service designed to facilitate a smooth journey from Birmingham Airport Train Station directly to London Heathrow. However, I received conflicting and inaccurate information from various Etihad representatives. While my ticket and the official website clearly indicated boarding at Birmingham Airport Train Station, some agents provided details suggesting an alternate departure station and even named a different train operator. • Delayed and Erroneous Directions: This disparity in information left me and my travel party in a state of confusion. We were unable to confirm if there even was a scheduled train from the designated location. Consequently, we missed the opportunity to board the train because the correct details were provided only after the departure time had passed. This forced us to independently make alternative travel arrangements at additional cost. Inbound Journey: • Incorrect Ticket Issuance and Unhelpful Support: On my return flight, after check-in, I was issued a train ticket that erroneously listed the journey as from Euston to Birmingham instead of the correct route from London Heathrow to Birmingham. When I sought assistance, the Etihad agent, Amany, not only failed to resolve the discrepancy but also accused me of booking the wrong train ticket and selecting an incorrect departing station—despite clear evidence to the contrary. There was no apology or effort to assist in rectifying the mistake; instead, I was improperly referred to the train operator with whom I have no contractual relationship. As a result, I was forced to arrange my own transportation from London Heathrow to Birmingham. Conclusion and Requested Resolution: It is evident that Etihad Airways has repeatedly failed to provide accurate and consistent information, resulting in missed connections and significant extra expenses on both the outbound and inbound journeys. This pattern of error and poor support is not only unprofessional—it suggests a deliberate attempt to evade responsibility for services that were promised but never delivered. I urgently request your assistance to ensure that: • I receive a full refund for all additional expenses incurred as a result of these ticketing errors. • I am awarded adequate compensation for the undue stress, inconvenience, and financial hardship imposed by Etihad’s repeated failures. • Etihad Airways is held accountable for their internal failures and for mismatching the service promised to those booked, irrespective of the booking channel. I have detailed documentation, including chat transcripts and evidence of the conflicting information provided by Etihad representatives, available upon request. My attempts to resolve this issue directly with Etihad have yielded no satisfactory response, and I now seek your immediate intervention. Thank you for your prompt attention to this urgent matter. I look forward to your swift action and a satisfactory resolution. Yours sincerely, Blessing Etuk +447776507772Overall
- Rail Service not provided and poor customer service
- On time trip
- London-Abu Dhabi
- Economy
- Loss: €230
- Desired solution
Anonymous member
Verified | Oct 18, 2025Madras-Abu Dhabi
Economy
Terrible Customer Service from Etihad
During the first leg of my journey (Chennai to Abu Dhabi), while midair, I connected my phone to the in-flight charging port using a Type-C cable. Suddenly, my phone started swelling, which I believe was due to a voltage fluctuation in the charging port. I immediately switched off my phone and informed the cabin crew. They took the phone from me, recorded the details, and informed me that I could collect it after landing in Abu Dhabi. However, upon arrival, I was told that an engineer would inspect the phone and that I should board my connecting flight. Later, I was informed by a manager that my phone had been disposed of without my consent, and I was not even allowed to retrieve my SIM card. When I expressed concern, I was told that if I stayed to address the matter, I would miss my connecting flight and would have to make my own arrangements. After landing, I also spoke with Etihad Duty Free officer Mr. Vinoth, who advised me to submit feedback and create a case, which I did immediately. The case reference is 2510114938437, created on October 11, but I have not received any update or response since then. I followed every instruction provided by your team, yet I have been left without my phone — a critical device for communication, banking, and travel — and without any resolution. The entire experience has been extremely disappointing and stressful.Overall
- Poor Customer service
- Madras-Abu Dhabi
- Economy
- Loss: €397
- Desired solution
Anonymous member
Verified | Oct 18, 2025Madras-Abu Dhabi
Economy
Terrible Customer Service from Etihad
During the first leg of my journey (Chennai to Abu Dhabi), while midair, I connected my phone to the in-flight charging port using a Type-C cable. Suddenly, my phone started swelling, which I believe was due to a voltage fluctuation in the charging port. I immediately switched off my phone and informed the cabin crew. They took the phone from me, recorded the details, and informed me that I could collect it after landing in Abu Dhabi. However, upon arrival, I was told that an engineer would inspect the phone and that I should board my connecting flight. Later, I was informed by a manager that my phone had been disposed of without my consent, and I was not even allowed to retrieve my SIM card.Overall
- Poor Customer service
- Madras-Abu Dhabi
- Economy
- Loss: €400
- Desired solution
Jasmin S
Verified | Oct 18, 2025Lisbon-Colombo
Economy
No reason given
A reservation for two passengers was made on August 23rd, directly on the airline's website https://www.etihad.com/en/. Therefore, it was Etihad that proposed the flights based on the desired date, with only 70 minutes between the connecting flights. On September 30th 2025, upon boarding, we even asked whether the one-hour interval for connecting to a new flight would be too short. We were assured that it would be sufficient and that we would receive instructions from the cabin crew. The first flight, EY100 Lisbon-Abu Dhabi, was delayed 45 minutes. We had 5 minutes between landing and the gate of the connecting flight (Etihad Airways EY394) closing,(the gate closes 20 minutes before the flight) which was very far away from the first one. We tried to be as fast as possible at the connecting gate, but it was impossible to make it in time. Therefore, we arrived when the gate was already closed. The crew informed us that they had already booked us on the next available flight (EY392) for the following day. We had to sleep in the airport chairs while waiting because the transfer desk said that we didn’t qualify for lounge access or anything that would make the waiting time more pleasant. We had extra spending at the airport because we had to stay the night. We arrived at our final destination, Colombo, 5 hours and 40 minutes later than planned. Although Etihad’s subsequent support was efficient, rescheduling the flight for the following day, this situation caused harm not only to our family life but also to our professional lives, with the loss of a day of work, the postponement of urgent meetings, and the cancellation of scheduled appointments and activities as we came to Sri Lanka for Business purposes. We therefore request due compensation for the damages caused, as provided by law.- Lisbon-Colombo
- Economy
Philippe G
Verified | Oct 16, 2025Brussels-Tokyo
Economy
No reason given
Flight from BRU left 1,5 hours late. Arriving to AUH, the connecting flight to NRT had already departed and we were put on a new flight to BKK then connecting to NRT one day after. We finally arrived to NRT more than 15 hours after the initial scheduled time.- Brussels-Tokyo
- Economy
Adila Saher F
Verified | Oct 12, 2025Madrid-Lahore
Economy
Successful claim
No extra expenses were charged and and no disruption all was good beside and even it wasn’t my first travel with Etihad so I was completely relax and couldn’t imagine that it’s happens to me lately I received my bag from Lahore airport but it was completely torn and my 90% luggage was missed from inside
- Madrid-Lahore
- Economy
- Successful claim
Roselyn L
Verified | Oct 9, 2025Milano-Manila
Economy
Problems at airport
aug 21 at malpensa milano delayed almost 3hrs then the connecting flight missing so I’ll wait 10hs before my final destination which is in manila- Milano-Manila
- Economy
Anonymous member
Verified | Oct 4, 2025Abu Dhabi-Karachi
Economy
Compensation of my flight 9JTE4S
Request for Compensation Due to Flight Schedule Change Dear Etihad Airline Customer Service, I am writing to formally raise a concern regarding my recent booking with your airline. I had booked my flight 9JTE4S, Flight Number: EY294 well in advance, more than a month prior to departure, to attend a very important event and commitment. Unfortunately, my flight schedule was changed by your airline at the last moment. Due to this unexpected change, I was unable to attend the event, which caused me significant inconvenience and loss. Since this disruption was not caused from my side, I kindly request compensation in accordance with your policies for schedule changes. I trusted Ithaha Airline with my travel plans, and I hope you will address this matter fairly and promptly. Please let me know the next steps to process this request. Sincerely, Muhammad Usman shabbir muhammadu191@gmail.com 971 522767427Overall
- Not time following delay
- Abu Dhabi-Karachi
- Economy
- Loss: €150
- Desired solution
Rahul S
Verified | Oct 3, 2025Mumbai-London
Economy
Extremely poor customer service
Dear Etihad Airways Customer Relations, I am writing to raise a formal complaint regarding the extremely disappointing and distressing experience my parents-in-law faced while travelling with Etihad on03/10/2025. Their PNRs are 7ESX2V and 7EV3NW. Their flight from Mumbai was delayed by 40 minutes, resulting in a missed connection at Abu Dhabi. What followed was completely unacceptable for a leading airline: Stranded at Abu Dhabi Airport: They were left waiting for over 12 hours without being provided a hotel, transit visa, or any proper assistance. These are senior citizens, and this treatment is highly negligent and inhumane. Rude and Unprofessional Staff: Two of your staff members, Edilyn and Omar, behaved in an extremely rude and unprofessional manner, adding further stress to an already difficult situation. Seat Downgrade Without Compensation: We had paid ₹25,000 for extra-legroom seats to ensure their comfort on a long journey. After being rebooked, not only were those seats taken away, but they were also assigned separate seats, which is entirely unacceptable. This experience has caused immense distress to my family, not to mention financial loss and breach of trust in Etihad Airways’ service standards. I demand: Immediate written apology for the treatment they received. Full refund of the amount paid for extra-legroom seats. Compensation for the inhumane 12-hour stranding without proper care, especially for senior citizens. Clarification on disciplinary action against staff who mistreated passengers. If this matter is not addressed satisfactorily within 7 business days, we will have no option but to escalate the complaint through the appropriate consumer protection forums, DGCA India, and international aviation authorities, as well as pursue legal action for negligence and deficiency in service. We trusted Etihad with the well-being of our family members, and this experience has been deeply disappointing. I urge you to treat this complaint with the seriousness it deserves and provide immediate resolution. Sincerely, Rahul SharmaOverall
- Extremely poor customer service
- nothing
- Mumbai-London
- Economy
- Loss: €1000
- Desired solution
Nauman Shafique H
Verified | Sep 8, 2025Paris-Lahore
Economy
Successful claim
No reason given
I would like to highlight a few additional points for your consideration: Partial Care Provided: The airline arranged a short hotel stay and provided breakfast. However, lunch was not offered, which I believe should have been included as part of the care during the delay. Arrival Delay: I arrived at my final destination at 19:00 on September 4th, instead of the originally scheduled time of 03:00 — a delay of 16 hours. Reason for Delay: According to the airline, the delay occurred “due to late arrival of the inbound aircraft and the number of work hours of the staff being exceeded.” Out-of-Pocket Expenses: I had approximately EUR 100 in cash for emergencies, which proved essential. I used it to cover expenses for transportation, food, and water during the extended wait. Health Impact: The prolonged disruption caused significant discomfort, including severe sleep disturbance and persistent headaches due to lack of rest.- Paris-Lahore
- Economy
- Successful claim
Debkumar K
Verified | Sep 6, 2025London-Kolkata
Economy
Upon arrival, Etihad representatives did not inform any passengers about the delay or mishandling of luggage. We realized our baggage had not been loaded onto the flight only after waiting until the conveyor belt stopped and no further bags appeared. Despite multiple inquiries, Etihad staff denied any knowledge of compensation procedures and made no attempt to proactively inform passengers of the baggage delay. As a result, I was left without my belongings and required to purchase essential items during this period.
- London-Kolkata
- Economy
Anonymous member
Verified | Sep 5, 2025Economy
Child safety in Business Class
I am writing to formally raise a complaint regarding the seat allocation policy I encountered when booking business class tickets for myself and my three-year-old daughter. To my dismay, I was required to pay an additional fee to ensure that my daughter was seated next to me. This is not a matter of preference or convenience—it is a matter of basic safety and duty of care. It is entirely inappropriate to expect a parent to pay extra to prevent a toddler from being seated beside a stranger, especially in a premium cabin where the expectation of service and consideration is significantly higher. Etihad’s own Conditions of Carriage and international aviation standards—including guidance from the UK Civil Aviation Authority and ICAO—emphasize the importance of ensuring that children are seated with their parents or guardians. The CAA explicitly states that airlines should “aim to seat children close to accompanying adults” and that “children should not be separated from their parents or guardians.” Charging for this basic safeguard undermines both regulatory guidance and common sense. I respectfully request a refund for the seat allocation fees paid for my daughter’s ticket. This charge was not only unjustified but placed undue stress on the booking process and raised serious concerns about Etihad’s approach to family travel. I trust that Etihad, as a globally respected airline, will acknowledge the importance of this issue and take appropriate steps to rectify it—not only by issuing a refund, but by reviewing the policy that led to this situation. I look forward to your prompt response and resolution.- Economy
- Loss: €800
- Desired solution
Refund
Srinivasan B
Verified | Sep 3, 2025Bangalore-Abu Dhabi
Business
Disappointing Business Class Experience
*Subject: Disappointing Business Class Experience on Flight from Bangalore to Abu Dhabi* Dear Etihad Airways Customer Service Team, I'm writing to express my disappointment with my recent business class experience on flight EY from Bangalore to Abu Dhabi on September 22, 2025, booked under PNR No 86RJLH. Despite upgrading to business class for Rs 48,755, the service fell short of my expectations. The business class seats didn't offer fully reclining functionality, and the entertainment system was non-functional. Additionally, there were no charging pins or TVs available. Given the premium price I paid, I expected a more exclusive experience, similar to what I've experienced with other airlines. Details of my booking: - PNR No: 86RJLH - E-ticket No: 607 6074417123581 - Upgrade payment: Rs 48,755 - Date of travel: September 22, 2025 Considering the subpar experience, I request a refund of the upgrade amount. I would appreciate it if you could look into this matter and process the refund at your earliest convenience. You can reach me at this email address. I look forward to hearing from you soon. Thank you for your attention to this matter. Sincerely, SRINIVASAN BANGALORE R AMMOHANOverall
- *Subject: Disappointing Business Class Experience on Flight from Bangalore to Abu Dhabi* Dear Etihad Airways Customer Service Team, I'm writing to express my disappointment with my recent business class experience on flight EY from Bangalore to Abu
- Flight was on time
- Bangalore-Abu Dhabi
- Business
- Loss: €475
- Desired solution
Subramanya B
Verified | Sep 3, 2025Dublin-Bangalore
Economy
Successful claim
No reason given
We were allowed to board the flight EY46 at about 08:40 AM which was scheduled to take off at about 09:05 AM, but the flight departed only at 12.28 PM until then we were seated in the flight. We missed our connecting flight to Bengaluru that day which was scheduled at 20.05 from Abu Dhabi , the airlines provided us an alternate flight to Bengaluru the next day at i.e 30th Aug at 14.10 to Bengaluru. The airlines also provided food and accommodation for the overnight stay in AbuDhabi they also provided a in transit visa for the stay there.- Dublin-Bangalore
- Economy
- Successful claim
Gregory W
Verified | Sep 3, 2025Business
Booked a lay flat bed, not provided
In pain, from cramped legs because we weren't provided a lay flat bed as specified when booked. I understand that another plane was needed to be substituted to get us to the destination, but we are over 70 and don't travel unless we can get lay flat beds, which is why we paid over $22,000.00 AUD for our flights to and from Europe. The seats did not have entertainment screens and the footrests were broken. Also, my wife's suitcase was damaged and will need to be replaced. The missing lay flat was on the leg from AUH to ATH 10Aug25 02:05.Overall
- Didn't get a lay flay bed
- Business
- Loss: €5500
- Desired solution
Shynge G
Verified | Aug 29, 2025Dublin-Bangalore
Economy
Very poor service in Abu dhabi. Fed up writing your complaints.
Yes' delayed 3 hours. Reached Abu Dhabi at 7:30 and still didn't get any clearance waiting inside the airport with no food and water. Pathetic situation. Very bad experience. I have no access to talk to anyone and your talking assistance is very bad. Passengers fed up with your service.Overall
- Poor customer service from Abudhabi
- Nothing
- Dublin-Bangalore
- Economy
- Desired solution
Other - Flight is delayed and no support from airlines
Kiran G
Verified | Aug 28, 2025Kochi-Frankfurt
Economy
Refund of baggage allowance paid
It’s been almost a year I travelled from kochi to Frankfurt and haven’t received my refund(₹3854) for the extra baggage paid on 2nd sep 2024. I wonder about how horrible customer service from etihad and how people believe this flight company. During these days I made lot of phone calls and mails still there is no proper response from etihad. I don’t know what to do how can a reputed company like etihad can behave like this as no one is there to respond and resolve the issue. It’s the matter of testing customer patience and be aware that there are lot of other airlines in the market.Overall
- Customer service was not up to the mark
- Nothing else
- Kochi-Frankfurt
- Economy
- Loss: €3854
- Desired solution
Refund
Khan W
Verified | Aug 27, 2025Mumbai-London
Economy
6 hrs layover lounge no access
for 6 hours layer lounge access was denied although boarding pass was stamped and lounge desk was approached, no reasonOverall
- 6 hours layover
- lounge access dened
- Mumbai-London
- Economy
- Loss: €1000
- Desired solution
Khan W
Verified | Aug 27, 2025Mumbai-Abu Dhabi
Economy
the delayed flight for 2 hours
flight was delayed 2 hours and was not communicated resulting loss of 2000/- pounds as could not attend london meeting.Overall
- delayed flight for 2 hrs thereby missing of onwards fligt
- Mumbai-Abu Dhabi
- Economy
- Loss: €1000
- Desired solution
Santhanu Shakti Pada J
Verified | Aug 23, 2025Kolkata-Frankfurt
Economy
- fragile baggage was delivered as damaged , and poor customer service at Abu Dhabi Airport for rerouting due to flight delay
BAGGAGE DAMAGED: I travelled by following: Name : MR JANA Flight/Date : EY223/20AUG EY141/21AUG LH1199/21AUG Routing : CCU/AUH/ZRH/FRA Ticket number : 6072411754924 The above is a reroute flight as the original flight plan was delayed and connecting flight missed and rerouted by Etihad Airways at Abu Dhabi Airport COMPLAINT: One of my check-in "tagged fragile" baggage (musical instrument - Harmonium) did not arrive in time and was shipped by courier to me today at around 19:15 hours, at my house in Germany. However the musical instrument was arrived by courier and was damaged. The photos I have attached. This baggage was mentioned to Etihad personal in Kolkata as fragile and a musical instrument was mentioned . This was again mentioned to the IRREGULARITY REPORT LUFTHANSA personal at the missing baggage and can be noted in on of the pictures!Overall
- Travelling with a family of four (two kids), Flight got delayed and missed connecting flight from Abu Dhabi, rerouting was full of inefficient and options forced upon us and we were not put on direct flight
- Good Food
- Kolkata-Frankfurt
- Economy
- Desired solution
Roli P
Verified | Aug 20, 2025Economy
missed flight recompensation
Missed reconnecting flight to Johannesburg on 15th Aug 2025 . Was Accommodated on next flight after 24 hrs. .Faced a major loss of business due to cancelled meetings. Purpose of entire trip is defeated .Overall
- missed reconeccting flight , loss of business
- -
- Economy
- Desired solution
Other
Eva C
Verified | Aug 17, 2025Dublin-Bangkok
Economy
Unknown
I received compensation of €70 for food and taxis over the 24hr delay. No other compensation was given. The flight was originally scheduled to depart at 9:00 AM but was canceled, and I was reallocated to a different flight departing at 5:50 AM on May 24th, resulting in a wait of over 20 hours. They didn’t offer any options of accommodation.- Dublin-Bangkok
- Economy
Joydeep T
Verified | Aug 17, 2025Zurich-Kolkata
Economy
Terrible experience at Airport checkin
Hi, I will like to log a complaint for Booking Ref no PY484F I had booked a return flight from Zrh to CCU with Abu Dhabi Stopover. Although I had asked your customer support if I need a visa, i was not given a clear answer. I still applied UAE visa through your portal and got VISA for me and my family. However at the Zrh airport, your agent discovered a error in My wife's VISA ( I dont understand how the visa was issues if there was an error). After waiting 4 hours at the airport, you denied us boarding. Although we asked for alternatives, your manager at the airport, Ms Nadine did not share us any alternate and had kept telling us it will be rectified. As we were denied boarding, all our flight tickets were cancelled even though our final flight was after 2 days from Abu Dhabi. We had given assurance that due to the mistake in visa, we will no go out of Abu Dhabi airport and will stay at Transit hotel, but we were still denied boarding and tickets cancelled. I had to re-book my flights and paid for the same seats again to fly again after 2 days. I request you to look into this matter and refund my ticket price for the original legs as it was due to your Visa system error that led to this. Thank you for your co-operation.- Zurich-Kolkata
- Economy
- Loss: €3000
- Desired solution
Expenses reimbursement
Caroline B
Verified | Aug 14, 2025Economy
Terrible flight Ebox sound didn't work on 3/4 of our seats
We paid an additional $800 for extra leg room only for 3/4 seats having no sound working even after 3 reboots. The Senior (male) air host said " he didn't blame us never wanting to fly Etihad again as the planes are so old and frequently they experience this problem" he then offered my husband a free wifi voucher which was useless as their sound wasnt working. He then offered to move my son Remy (12yrs old) from seat 22 to seat 48 which we were not happy about. After 2hrs he returned because we were so far away and he wasn't comfortable. We will never fly with you again, and we will tell everyone we know and also make it known via social media not to fly with Etihad. Further more, on the 9th July my husband and two sons flew from Sydney to Athens and paid for extra leg room only to be sat at the back of the aircraft. This is a complete rort and money grab!- Economy
- Desired solution
Expenses reimbursement
Dhana D
Verified | Aug 14, 2025Economy
Challenges with transit luggage
I recently contacted your customer service hotline twice regarding my return connection from Malaga via Vueling. I was surprised to learn that Etihad does not offer direct luggage check-in for this itinerary, and that I would need to collect and recheck my baggage in Barcelona. This was not communicated during booking, and with less than two hours between flights, it has caused significant concern. This Vueling connection was suggested by your app, and I have no prior experience with this airline. I’m traveling in business class on all other legs of the journey, and this economy segment has introduced unnecessary stress and disruption. I opted to switch to the earlier 19:20 flight the night before, but was informed that the change would incur a $600 fee—despite the fare difference being only $15 per person, or $60 total for our group. We chose Etihad for this trip, stepping away from our usual preference for Emirates and Singapore Airlines, with the hope of a seamless and premium experience. Unfortunately, this situation has been frustrating and disappointing. I’m not sure what can be done at this stage, but I felt it was important to bring this to your attention. I hope Etihad can review how such connections are recommended and consider more reasonable solutions when they cause inconvenience. Warm regards, Dhanasekhar Damodaram Booking Reference: 9PHHDT- Economy
- Desired solution
Other
Haridoss L
Verified | Aug 12, 2025Economy
1. No gate information for EY75 was provided onboard EY343,
Transfer team personnel showed no empathy or support, treating us with indifference. 6. As a result of this poor service, we missed our flight and were forced to purchase new tickets at a cost of £1,540.00, which could have been avoided with proper assistance. 7. I am a 70-year-old traveller, accompanied by my disabled son, and we were left without guidance or care for over 12 hours in the airport. This experience has caused us considerable emotional and financial distress. The lack of support and professionalism at Abu Dhabi Airport is not reflective of the standards we expect from a reputed airline like Etihad. I request a full reimbursement of the £1,540.00 incurred due to the missed connection, along with a formal apology and assurance that corrective measures will be taken to prevent such incidents in the future.- Economy
- Loss: €1781
- Desired solution
Scott R
Verified | Aug 8, 2025Manchester-Bangkok
Economy
Successful claim
Technical problems
The flight was noted as delayed come boarding time (8:30am). This was later cancelled as they put arrangements in place i.e. refreshments and hotels. I have emails confirming the flight being cancelled due to technical issues. Etihad have now provided us with alternative flights which will get us to our final destination nearly 48 hours later, my children are devastated. Money will be lost due to not making hotel stays that have already been booked.- Manchester-Bangkok
- Economy
- Successful claim
Tomasz L
Verified | Aug 4, 2025Economy
Damaged suitcase
My WITTCHEN suitcase was damaged during a flight with ETIHAD. I tried to remove the dent but couldn't. The material is discolored on the inside, and I'm afraid it will crack if I try harder. The suitcase is made of polycarbonate and was purchased on June 28, 2025, for PLN 259.90. I've attached a photo of the damage, the receipt, the suitcase tag, and the boarding pass.
- Economy
- Loss: €61
- Desired solution
Refund
Muhammad A
Verified | Aug 1, 2025Economy
Flight boarding denied
I have booked flight one month before and when I reached airport they refused to do boarding as flight was overly booked. Really disappointed and heart broken of this non professional attitude as they must admit their mistake .felt so disrespectful.- Economy
- Loss: €360
- Desired solution
Haridoss L
Verified | Jul 31, 2025Economy
Unable to reach the flight departure gate before 1.50pm.
When we reached the departure gate B10 the boarding staff refused to admit as the gate is closed but the flight was there.We were directed to contact transfer team to get next flight.- Economy
- Loss: €1700
- Desired solution
Expenses reimbursement
Kaustubh Sanjay U
Verified | Jul 30, 2025Economy
Cancellation of ticket due to Name Correction Issue
Today, I booked a flight with Etihad Airways from Columbus to Mumbai. Unfortunately, there was a minor typo in the passenger's name during the booking process. I understand that airlines have policies regarding name corrections, but I was surprised to learn that there is no provision to make even small corrections, resulting in the cancellation of the ticket and a negligible refund. This has caused me a great deal of stress. I had to cancel and rebook the ticket, which cost me nearly the entire ticket price. I respectfully request clarification on why such corrections are not allowed or facilitated, especially when the error is clearly minor and the intent of travel is genuine. Moreover, this loss of nearly $900 is a significant financial setback for me and my family. My wife is currently pregnant, and we are trying to save every dollar for upcoming medical and living expenses. Losing this amount over a fixable error feels extremely unfair and disheartening. I kindly request you to reconsider this situation and process a refund or credit, for the cancelled ticket (Ticket Number: 9SCGKR). I am a genuine traveller and long-time admirer of Etihad’s services, and I hope you will take a compassionate and reasonable view of this matter. Thank you for your time and understanding. I look forward to your response.- Economy
- Desired solution
Justin D
Verified | Jul 29, 2025Barcelona-Riyadh
Economy
Problems at airport
We were late leaving Barcelona... about 4 hours late I seem to recall. This was, we were told, because of an error in their luggage manifesto. They blamed the problem on the luggage ground staff who are still in their employment and therefore the responsibility of Etihad.. Because of the delay, we missed the connecting flight and were only offered an alternative flight to BAHRAIN i think around 5 hours later with a connecting flight to Riyadh which we had to sprint for (i have a heart condition and this is not what i needed after no sleep to be honest)... We were given voucher which entitled us to one dish from the food area and one bottle of water... pretty poor really :/ As a result of this delay, I arrived in Riyadh more than 7 hours later than I should have... Lost a nights sleep and had a load of stress.. I also missed an important business dinner. I have tried to get Etihad to pay me compensation directly and they kept saying they didn't have to pay me anything.. so i gave up..- Barcelona-Riyadh
- Economy
Amy D
Verified | Jul 28, 2025Manchester-Auckland
Economy
Weather conditions
Ended up missing my first 2 days of work in a new role, also both my luggage checked bags took 4 days to arrive as they werent put onto the plane, one ended up in india, another germany, then finally got to NZ. Significant snowfall starting at 3am, all flights were delayed that morning, but this flight was the only long haul flight not to leave on the due date, they kept delaying the flight, then rescheduling the flight, at around 2pm they moved us to hotels, and said a flight first thing the next morning, that was then a flight after lunch the next day. Arrived over 30 hours late as the connecting flight in Abu Dabi was then missed and had to go on a later flight.- Manchester-Auckland
- Economy
Rick R
Verified | Jul 25, 2025Economy
Entertainment system and chargers not working , miles not ac
On the original flight my entertainment system and charger werent working (and my parner and son's chargers also not working) and the connecting flight (different plane) no chargers were working for any of us. Myself and my partner became Etihad Guest members and paid thousnds of dollars extra for the seats and although staff offered to move me and tried to reset systems they were unsuccessful. Now I notice the miles have also not been accrued on my partner's membership app at all. We are returning on the same route soon and are worried the same will occur.- Economy
- Desired solution
Other
Faraidoon R
Verified | Jul 24, 2025Economy
I need to cancel the flight because of medical issues
I have had severe lower back pain since the last night. I cannot continue this flight which is for 14 hours two legs. No one is there to help me out.
- Economy
- Loss: €1250
- Desired solution
Refund
Guerin A
Verified | Jul 20, 2025Lisbon-Singapore
Economy
Successful claim
Technical problems
We originnaly made our booking for 9 July Lisbon to Singapore on Etihad Airways, with what was supposed to be a 20h Journey, with a 2h30min layover in Abu Dhabi (Ey100, then Ey498). We had an arrival time in Singapore of 9:40 AM on July 10th, then we had onward flights made with other airlines to Indonesia on the 10th as well. Once we got to the airport in Lisbon on the morning of the 9th we we're waiting at the gate for hours with not even a delay announcement. At 11AM they provided passengers a snack at a cafe (which would be the only provided meal until 8 PM that day), we boarded at around 1 PM (same aircraft as scheduled) after hours of delay due to "Technical issues with the aircraft". Once on the aircraft, at a remote stand, we waited on board for close to 1h, with doors closed and no Air con. This is in Lisbon in July, and temperatures rose probably above 30 Celcius. It was unsafe. Then, around 2pm they made us deboard, go back through immigration, and get our bags. The communication was very poor (almost none from ground staff and airline), we waited 2-3 more hours for our bags, and that's where we stayed , in baggage claim area, until 8 pm when we finnaly got transportation to the hotel provided. There they provided dinner and pick up was scheduled for 2am that night back to the airport. Then the delay emails keep coming, final time was we left for the airport at 7am, with the flight being pushed to 1pm (so more hours waiting at Lisbon Airpot, with no more meals provided). Actual departure from Lisbon was 13:50 PM, 10th of July, arriving in Abu Dhabi at 23:51. Because of that we missed our EY 498 connection and were given one night stay in Abu Dhabi, which quickly turned into 2, after they delayed the flight to Singapore 12 hours. In summary, we we're supposed to arrive in Singapore at 9:40AM, 10th of July, and we ended up arriving at 21:23, July 12th. To add insult to injury, everytime we got a delay notification from Etihad, we changed our Indonesian flights, at least 3 times, costing us hundreds of dollars, and making it necessary to book a hotel in Singapore out of our own pocket.- Lisbon-Singapore
- Economy
- Successful claim
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