Etihad Airways complaints: comments, page 7
394 comments
Michael L
Verified | Feb 4, 2025
Manchester-Bangkok
Economy
No reason given
Missed connecting flight to Bangkok then the next flight was full. It took 36 hours to get to destination Eventually got to destination 12:30am on the 9th December rather than 7:20am on the 8th December
- Manchester-Bangkok
- Economy
John V
Verified | Feb 2, 2025Economy
No information about Visa restrictions in transit
We booked a flight from NZ to Germany. Etihad confirmed. Transit was in Australia and Emirates. No information was give to take care for transit visa, which is necessary for Australia if you stay longer then 8 hours (doesn't matter in or outside airport)!!! The transition time was 10 hours in Melbourne, so we was not allowed to start the flight in NZ and lost more than 1500NZ$ cancelation fee. We was not asking to travel to Australia, otherwise would take-care of a visa. We was also not aware of this specific timelimit (under 8 hours transit, no visa needed). Would you always check all visa regulation for transit states even when you payed and asked for a travel from A to B. I doubt that anybody would expect to take care for transit visa!!! I expect at least an information from the airline during booking about this limitation, because they booked a long as 8 hour transit which cause the whole trouble. We did not get any information or warning or help in this situation.- Economy
Lawrence M
Verified | Feb 1, 2025Economy
Free seating that I paid for was not provided.
I had pre-purchased a seat selection for my upcoming flight, but when I boarded, I was not provided with the seat I had paid for. Flight Details: Booking Reference: LKFYEU Flight Number: EY440 Date of Travel: 25-01-2025 I had selected and paid for 34G seat online during the booking process, but upon boarding, I was informed that the seat was not OFFERABLE, and I was assigned a different seat. This caused significant inconvenience and frustration, as I had specifically chosen and paid for that seat in advance to ensure a comfortable and hassle-free journey. A guy on the boarding area, assured me that I would receive an email confirming the refund. However, as of today, I have not received any further communication or a refund for the seat that I paid for and did not get to use.- Economy
- Loss: €100
- Desired solution
Refund
Lawrence M
Verified | Feb 1, 2025Economy
Free seating that I paid for was not provided.
I had pre-purchased a seat selection for my upcoming flight, but when I boarded, I was not provided with the seat I had paid for. Flight Details: Booking Reference: LKFYEU Flight Number: EY440 Date of Travel: 25-01-2025 I had selected and paid for 34G seat online during the booking process, but upon boarding, I was informed that the seat was not OFFERABLE, and I was assigned a different seat. This caused significant inconvenience and frustration, as I had specifically chosen and paid for that seat in advance to ensure a comfortable and hassle-free journey. A guy on the boarding area, assured me that I would receive an email confirming the refund. However, as of today, I have not received any further communication or a refund for the seat that I paid for and did not get to use.- Economy
- Desired solution
Refund
Isabel Cristina G
Verified | Jan 29, 2025Lisbon-Osaka
Economy
No reason given
Our original flight was on 10/11/24 Lisbon - Abu Dhabi - Seoul - Osaka at 08:25 AM from Lisbon. Our arrival time was on 11/11/24 at 15:45. This flight was delayed arriving in Abu Dhabi which meant we missed our connecting flight. They re-routed our flight to Bangkok but we only arrived in Osaka on 12/11/24 at 07:10 AM, so 15 hours later.- Lisbon-Osaka
- Economy
Vasanth S
Verified | Jan 29, 2025London-Madras
Economy
Successful claim
No reason given
During my Due to LHR to AUH flight delay . They changed the flight from 02:45 AM to 9:15 AM for AUH to MAA flight . Flight arrived at MAA at 15:30 PM Instead of initial arrival time 08:35 AM . Which lead the delay of nearly 10 hours . It was too long wait . Very worst experience staying at airport .Airline only provided meal vouchers (it’s not even accepted in all restaurants) , they haven’t provided any staying space for rest . Because of this lead me to miss my cousins wedding.- London-Madras
- Economy
- Successful claim
Rajesh M
Verified | Jan 27, 2025London-Calicut
Economy
Successful claim
No reason given
From checking counter asked me to go to hotel due to cancelled flight, i have requested to arrange a different flight on same day, but airline staff declined my request. Due to cancellation my journey was delayed 17 hours.- London-Calicut
- Economy
- Successful claim
Sophie A
Verified | Jan 25, 2025Economy
Very unpleasant crew staf at the gate opening
We are a family of 4 including 2 kids with strollers. We asked if there was a priority line for babies, he declined us the priority lane ( which was empty) and said there is no such thing. We waited a long line with the strollers and kids. And then when it was our turn after the long wait, he (Mr Zaharani) was very unpleasant with us ordering me « scan it, scan it » and then scared our kids , ordering them to go through the gate without us (a 2 yo old can’t not cross a door without their parents). Very unpleasant staff and I think we are not choosing etihad anymore- Economy
- Desired solution
Other
Roshana Z
Verified | Jan 25, 2025Manchester-Abu Dhabi
Economy
Problems at airport
My luggage from Manchester to Abu Dhabi did not arrive for 4 days and all Etihad has offered me is USD 100 in compensation which is pathetic for the amount of grief, anxiety and loss they have caused me- Manchester-Abu Dhabi
- Economy
Kanu C
Verified | Jan 23, 2025London-Colombo
Economy
Influence by other flights
Missed connecting flight and reached CMB delayed by 16 hrs. Spent most time at AbuDhabi airport. Infact lost one night of hotel stay in Colombo- London-Colombo
- Economy
Fiorella A
Verified | Jan 21, 2025Economy
Missing connection at Abu Dhabi due to a delayed first fligh
I had I flight with Etihad Airways (flight EY612) the February 19th 2024 from Casablanca to Abu Dhabi and later from Abu Dhabi to Kuala Lumpur (EY418). The first flight in Casablanca at 9:30 am was delayed to 10:26 am so I missed the flight from Abu Dhabi to Kuala Lumpur which was at 9:00 pm. The Flight was delayed to the next day around 8:00 am but once again the flight got delayed. Instead of arriving in Kuala Lumpur at 8:05 am we landed much later than 20:47 pm on February 20, 2024. I had a really important meeting that day which I couldn’t postpone and missed. I filed a complaint in august 2024 with all the informations. I received an email on December 12th 2024 offering a 200$ Etihad Credit with a link to answer to the offer. I refused the offer and write a comment explaining why. On December 23rd, 2024 I received another email offering the same 200$ Etihad voucher credit. They didn’t propose another solution they send the same offer stating that I can share the credit and use it within 12 months. I refused this offer the first time because it’s unacceptable for me. I really hoped that Etihad Airways would be fair and show good faith by giving back cash refund. In the other hand, the link sent in the second offer email doesn’t work. When I try to refuse the second offer it doesn’t work (I tried with all kind of devices). I called more than 10 times to explain the situation and every time the Agent tells me the same thing: “I sent an email to the managing center explaining your situation and you will receive a replay in 72 hours.” The time run out because the deadline to respond to the email was January 22, 2025. I received an reply stating that they know that the link wasn’t working because I had to accept the Etihad credit so basically they didn’t give me a choice. So from the beginning they were lying by giving a choice. Now they closed the case because the time is up. They really made fun of me.- Economy
- Loss: €500
- Desired solution
John S
Verified | Jan 21, 2025Economy
Business class fail!
Buying business class is a privilege, not a right. So when I do it I am aware of the money spent and expect the level of service and attention to detail that is promised. it was diabolical. Before I even set foot on the plane and before leaving disembarking my flight from Johannesburg, I was told about The U.S. Customs and Border Protection (CBP) Preclearance facility in Zayed International Airport that lets you clear U.S. immigration and customs inspections before boarding. It ls literally on the other end of the airport from where we cleared off the plane. I walked and walked and walked to get to the area only to be told that it does not include NYC. Only Chicago. I was assured on the plane before landing in Abu Dhabi that this wasn't the case. Time and energy wasted. I felt a fool. Business class on the A380 from Abu Dhabi to New York is 14+ hrs. I firstly had a filthy and unhygienic seat space. An ear plug that was covered in dark thick wax was found by me and I had to remove it myself. This begs the question as to whether they actually clean their planes properly before changeover. Its disgusting! My chair seat was broken, the controls on the side of the seat didn't work, the head phone jack had to be propped up by me with a water bottle and kept coming out unless I sat dead still, the USB charger was broken so no devices could be charged on the 14hr flight , Business class was full so i couldn't be moved. And the food was tough and awful. (All things brought up in my post flight feedback to Etihad. ) On other flights on the same trip I had to change the headset 4 times and they were still broken. In flight staff were clueless about company information, no options ( in economy flight home ) were offered with regards to a meal . Just squashed, bottom drawer type oily pastry almost thrown at me. When I told them I couldnt eat it for health issues they offered my next meal option. But that meant I wouldn't get a meal with the later service. Etihad customer service took nearly 4 months to reach an outcome. Basically dismissing everything I mentioned. Offering me less that 4% voucher or some miles that I could only spend in their shop. I paid good money for what they promised me and I was lied to. They stole from me. You cannot offer one thing for a price and then not follow through with the product offered. Thats like paying for an Aston Martin and getting a mini with a picture of an Aston on the passenger seat.- Economy
- Loss: €1500
- Desired solution
John S
Verified | Jan 21, 2025Economy
What I paid for and what I got were two completely different
Buying business class is a privilege, not a right. So when I do it I am aware of the money spent and expect the level of service and attention to detail that is promised. it was diabolical. Before I even set foot on the plane and before leaving disembarking my flight from Johannesburg, I was told about The U.S. Customs and Border Protection (CBP) Preclearance facility in Zayed International Airport that lets you clear U.S. immigration and customs inspections before boarding. It ls literally on the other end of the airport from where we cleared off the plane. I walked and walked and walked to get to the area only to be told that it does not include NYC. Only Chicago. I was assured on the plane before landing in Abu Dhabi that this wasn't the case. Time and energy wasted. I felt a fool. Business class on the A380 from Abu Dhabi to New York is 14+ hrs. I firstly had a filthy and unhygienic seat space. An ear plug that was covered in dark thick wax was found by me and I had to remove it myself. This begs the question as to whether they actually clean their planes properly before changeover. Its disgusting! My chair seat was broken, the controls on the side of the seat didn't work, the head phone jack had to be propped up by me with a water bottle and kept coming out unless I sat dead still, the USB charger was broken so no devices could be charged on the 14hr flight , Business class was full so i couldn't be moved. And the food was tough and awful. (All things brought up in my post flight feedback to Etihad. ) On other flights on the same trip I had to change the headset 4 times and they were still broken. In flight staff were clueless about company information, no options ( in economy flight home ) were offered with regards to a meal . Just squashed, bottom drawer type oily pastry almost thrown at me. When I told them I couldnt eat it for health issues they offered my next meal option. But that meant I wouldn't get a meal with the later service. Etihad customer service took nearly 4 months to reach an outcome. Basically dismissing everything I mentioned. Offering me less that 4% voucher or some miles that I could only spend in their shop. I paid good money for what they promised me and I was lied to. They stole from me. You cannot offer one thing for a price and then not follow through with the product offered. Thats like paying for an Aston Martin and getting a mini with a picture of an Aston on the passenger seat.- Economy
- Loss: €1000
- Desired solution
Naz Q
Verified | Jan 20, 2025London-Lahore
Economy
Problems at airport
Connected Flight got delayed from Abu dabi and got diverted to Saudi and because of this our luggage got delayed and set to us 13 days later. We had medicine and important documents which we could not get again. Medicine was prescribed from UK. This caused us tension and mr Mohammed was in hospital for a week due to this as his medicine was in the bags.- London-Lahore
- Economy
Aleksandra S
Verified | Jan 18, 2025Economy
Cancelled flight due to no show without any information
Either cancelled my return flight due to no show for the earlier flight, without information about it- Economy
- Loss: €1200
Li Huey C
Verified | Jan 18, 2025Paris-Kuala Lumpur
Economy
Successful claim
Influence by other flights
Flight delay by 3hours has cause us to miss the connecting flight and delayed us from reaching Kuala Lumpur by 12 hours. Hotel compensation stay was delayed by 2 hours leaving us with only 3 hours of sleeping time out of the 8 hours transit time at Abu Dhabi.- Paris-Kuala Lumpur
- Economy
- Successful claim
Fehmeeda I
Verified | Jan 10, 2025Economy
My suitcase was break…
On Karachi airport custom service was very rude and not helpful at all.. He charged £99.99 from me .. saying I got 4kg over .. but I wasn’t.. Very upsetting flight I had .
- Economy
- Desired solution
Refund
Aiswarya R
Verified | Jan 10, 2025Milano-Kochi
Economy
Successful claim
Technical problems
My flight from Milan was delayed due to some technical issues by 3-4hrs. We all entered the flight but this delay happened before the take off, this resulted in me missing my connecting flight. Having also booked a deluxe seat for my current and connecting flight. Due to this delay I was offered the next flight which was after a delay period of 12.5 hours, so a hotel room was provided but I was not provided a breakfast voucher even though I landed at 8:30am. I was not provided dinner because flight was at 9:30pm. My seats were downgraded, I asked the check in staff before proceeding to board my next flight, they said I had to pay more money if I was to receive not the same seat but the next possible good choice (an economy seat with leg space near the emergency door, not the deluxe seat), I was also told I can ask for compensation but it is unlikely I would receive any from the airways. I had my flight on 15th December and I was to reach my destination on the afternoon of 16th December but instead I reached on 17th December, early morning. I was extremely tired, to get to the hotel we had to wait another 4-5hrs in the airport to get the on arrival visa, having to walk all over the airport, first to get the immigration process done in one side of the airport, give the passport for authentication in a different side of the airport, go back all the way to get the hotel accommodation voucher, and again all the way to the other side to exit the immigration. I had skip my breakfast because of the visa process mentioned above and had to pay for dinner out of my own pocket. Lunch was only provided at the hotel, I got a rest of 3-4hrs at the hotel before proceeding to leave again for the next flight at night.- Milano-Kochi
- Economy
- Successful claim
Kamlesh G
Verified | Jan 8, 2025Economy
Degrading and Humiliating Behaviour by Check in Staff.
I arrived at Kochi Airport in India in afternoon for my Flight EY333 from Kochi, India to Abu Dhabi in UAE, Check-in Girl at the desk said to me that there is some smell coming from my big bag for check in. This was the first ever in my 50 years of flying all around the world. I said to her that there is nothing which can smell and if she wants to check my bag, I can open it for her. When I opened the bag for her, a male member of check-in staff joined in and said that, smell is not coming from the bag, but from my trousers, which was the most ridiculous thing, I have ever heard, as I was wearing fresh clothes. He said to me that I must go to the toilets and change my trousers. This was the most humiliating and disgusting behaviour, I had ever faced in my 50 years of flying. Not to create any scene at the airport in front of all the passengers, I decided to go to the toilets and change my trousers. I am a senior citizen of 74 years and stress caused by this humiliating behaviour could have caused me heart attack or stroke. When I came back to the check in desk, she gave me boarding pass with SEAT NO 20A, which was reserved and paid by me weeks before my flight. When I arrived to board the plane EY333 at boarding time, the same check in girl came and said to me that she has changed my seat to 36F, without my consent, as I had paid and reserved 20A weeks before my flight. Then I was mistreated by cabin staff, as they served everybody up to 36E without serving ne at 36F and when I tried to bring attention to one of the crew member that I have not been served, she said to me that they have only one pair of hands and can only serve so many people at one time. This was the most obscene and poisonous language, I have ever heard from a cabin staff member in my 50 years of flying. I have reported you several times since 16/11/2024, but even after waiting any response from you for past 7 weeks, there has not been no acknowledgement or addressing of my complaint. I give you last opportunity to deal with my complaint professionally, otherwise I have no option but to take matter to court for legal action.
- Economy
Swati D
Verified | Jan 4, 2025Economy
Flight cancellation
My flight was initially taken to the runway, but due to a technical issue, it had to return to the gate. All passengers were then made to wait on the plane for over four hours. Eventually, they decided to offboard us, but the process of arranging overnight accommodation and clearing immigration took another four hours. As a result, we were stuck at the airport for over 10 hours without food or drinks, even with small children. The airline showed little cooperation in addressing our inconvenience. The hotel they provided was 25 minutes away from the airport, and by the time we arrived, their meal service had ended. We had to settle for small takeaway sandwiches. We were initially told we would be on a 4:45 AM flight and would be picked up from the hotel at 2 PM. However, at 2 PM, we were informed that our flight was rescheduled to 11 AM the next morning. Seats and meals were allocated by default without considering our preferences. On my original flight, I had paid for a specific seat, but on the rescheduled flight, my seat was randomly assigned, placing me far from my family. Additionally, I am a vegetarian, but I was given a standard meal. When I requested a change, they said they couldn’t do anything about it.- Economy
- Loss: €1000
- Desired solution
Refund
Expenses reimbursement
Apology / Voucher
Gouranga M
Verified | Dec 19, 2024Paris-Kolkata
Economy
Successful claim
We have attempted to contact Etihad by phone regarding this issue but were unable to find any options to address it. The scheduled departure time for our flight from Paris to Abu Dhabi was 9:45; however, the flight actually departed around 11:55 and landed in Abu Dhabi at 21:20. Our connecting flight from Abu Dhabi to Kolkata was originally scheduled for 21:00, but it departed at 21:55. As we were heading toward the gate for our connecting flight, Etihad staff informed us that the flight had been rescheduled for the next day. They stated that we would need to stay in a hotel provided by Etihad and that a transit visa for Abu Dhabi would be required, which they would process. Unfortunately, the entire process took nearly 6–7 hours before we could reach the hotel. During this time, we were hungry and requested food vouchers, but our request was denied. This experience was extremely frustrating and left us feeling unsupported during an already stressful situation.
- Paris-Kolkata
- Economy
- Successful claim
Shaikha A
Verified | Dec 19, 2024Abu Dhabi-New York
Economy
Spilled wine on me before takeoff at Abu Dhabi Airport
Before the flight to JFK on December 3, 2024, with ticket number 607607452611701, a flight attendant accidentally spilled a tray containing welcome wine all over me. While she promptly cleaned the floor, she failed to assist me properly, leaving wine on my clothes and seat. She offered me pajamas to change into, but the strong smell of wine remained, which I found unacceptable as a Muslim traveler. I requested to change my seat, but the flight attendant insisted there were no available seats. Later, her supervisor intervened, discovered available seating, and moved me. However, the supervisor was unaware of the full details, as the flight attendant had not reported the incident accurately. During the flight, the same attendant served me with a poor attitude, despite my discomfort. She also failed to wake me up during meal service, and I only received a sandwich and juice after her supervisor intervened, although it was her responsibility. This experience was deeply disappointing, and as someone who returned to Etihad Airways expecting better service, I am reconsidering my loyalty to the airline. I believe I am entitled to compensation for the inconvenience caused by this incident, including the discomfort of remaining in wine-soaked clothes and the substandard service provided by the cabin crew. I request appropriate compensation to address this matter.- Abu Dhabi-New York
- Economy
- Desired solution
Boris D
Verified | Dec 17, 2024Moscow-Abu Dhabi
Economy
Pet transportation issue
Before the flight date when all the certifications were received as per requirements the request for payment link was sent to Etihad but they didn’t send me any link to pay cat transportation. The link was sent only 3 hours prior to flight and it turned out that one more document needed and it was mentioned only after the place for cat was paid. The personal is absolutely unprofessional, no phone number for pets service no one cares. The cost is 1500$ and the attitude to people and their pets is awful. No one instructed also about the veterinary check as we landed and no instructions from Etihad as well. Repeat again most unprofessional attitude for such a high price- Moscow-Abu Dhabi
- Economy
- Loss: €200
- Desired solution
Other
Albert L
Verified | Dec 16, 2024Barcelona-Abu Dhabi
Economy
Successful claim
Technical problems
After hours of complaining we were rebooked on another flight via Istanbul but we lost hours of our honeymoon trip and missed our connection to Osaka and our driver at our destination.- Barcelona-Abu Dhabi
- Economy
- Successful claim
Philippe M
Verified | Dec 11, 2024Paris-Hong Kong
Economy
Miles for flight credited to wrong frequent flyer account
This is a complaint regarding miles wrongly credited on a frequent flyer account that is not mine. The account is EY500062845461 . The credited miles were for a business class flight from Paris to Hong Kong on Air France on 8 April 2024 (ref resa 6LOXJC). Air France is telling me that I have to contact you and ask you to cancel the erroneous credit of miles, so that Air France can then credit my Flying Blue frequent flyer account. Please proceed with the cancellation of the credit on the Etihad frequent flyer account that is not mine, and confirm to me when it is done. Thank you in advance. Regards, Philippe Marcus- Paris-Hong Kong
- Economy
- Desired solution
Other
Mark Y
Verified | Dec 4, 2024London-Phuket
Economy
I have sent 9 emails regarding a 12 hr delayed fligh
Reference number 2408144342926 flight number EY 18 @ EY 432. A 12 hr delay which involved horrendous problems from baggage not being located and dirty accommodation, I have sent 9 emails regarding this and also sent them to Antonoaldo Neves the CEO, I have made two phone calls also to try and get this resolved and no one at Ethiad Airlines are responding to me, there is no customer service!- London-Phuket
- Economy
- Loss: €200
- Desired solution
Michele F
Verified | Nov 22, 2024Dublin-Singapore
Economy
Successful claim
No reason given
The flight from Dublin to Abu Dhabi (which was only the first leg of a connecting flight to Singapore) was delayed by several hours (3+), which meant I could have not made it on time for the Abu Dhabi to Singapore flight (to leave on the evening of Sunday October 13th), as only ~2.5 hours between the landing in Abu Dhabi and the departure to Singapore. Because of that, I spent the entire saturday night (european time) on the phone with Etihad. As I wanted to avoid being stuck in Abu Dhabi for the 4 hours waiting for the next flight to Singapore (only once a day at around 10 pm Abu Dhabi time) the airline moved me on the Monday Oct 14th flight from Dublin to Abu Dhabi (so that I spent Sunday Oct 13th at home in Dublin) as the next available flight to Singapore would have been on the evening of Oct 14th from Abu Dhabi. That meant that I made it to Singapore exactly 24 hours later than originally planned (~9.45 am on Tuesday Oct 15th Singapore time, instead of the same time on Oct 14th), which caused a great disruption to my work as I was traveling for business. The airline obviously switched the flights for a small charge (27 euros) but I believe the disruption is definitely due a compensation back to me for the disservice.- Dublin-Singapore
- Economy
- Successful claim
Kenneth T
Verified | Nov 10, 2024Dublin-Denpasar
Economy
I am sending you the flight details as requested All other invoices are under lorna daly my partner
- Dublin-Denpasar
- Economy
Lorna D
Verified | Nov 7, 2024Dublin-Denpasar
Economy
We were travelling to Bali to renew our wedding vows and when we arrived we landed in a dispute about Kenneth’s passport date which expired on the 26th of march 2025, we had already checked to ensure we could travel and also received the Bali visas which we printed and brought with us but they still refused and it did not help in any way so we had to book new flights at the cost of 3029.67 euro to travel later that day with emirates who were great and said they would have accepted the old passport and we had visas already - when we arrived in Bali we had to show Kenneth’s old passport as the new one did not go through the electronic passport so we had to go to an office where we were told the old passport had to be used and took a picture of Kenneth holding the old one as this had the details on the visa Bali form also we we were meeting all our friends on the 18th and getting remarried on the saturday which obviously had to be cancelled at more expense
- Dublin-Denpasar
- Economy
Timothy A
Verified | Nov 3, 2024Dublin-Bangkok
Economy
Successful claim
No reason given
I was travelling to Thailand to get married. My final destination flight arrived 11 hours later than hadbeen planned. I was worried at that time for my fiancée as ahe had flown into Bangkok at 9 am from chiangrai to meet me. I was worried for her there without me. I only found put about the delay when I was travelling to Dublin on the citylink coach and found it very difficult to communicate with the online support that was provided and being the middle of the night I was limited with my choices. In Dublin the ground supervisor did not provide good customer service and was very dismissive of my situation. She stated that i was not getting married the next day so i didn't need her help and remarked that I was not travelling business class so she would not help me. She stated that I had come early to the airport to try and get a freebie or something. This was not true as i was early because i had taken the 1.30 city link coach from Cork to Dublin airport to ensure that i would arrive ontime for the flight.- Dublin-Bangkok
- Economy
- Successful claim
Abdulelah A
Verified | Nov 1, 2024Lisbon-Riyadh
Economy
Urgent Assistance Required for Lost Items
Hello, I am writing to report the loss of my iPad and Apple Pencil, which I left on flight number EY100, seat 29C. Despite asking multiple Etihad employees at the airport for assistance in locating my items, I was redirected from one person to another without any resolution. I have received a notification from the Find My app indicating that my iPad is still at the airport. I went to the transfer desk, where they contacted the cleaning desk, but I was informed that nothing was found. Subsequently, I was directed to the lost and found office, where I was told that I would have to wait for them to locate my items and that any shipping costs would fall on me. This situation is unacceptable. I expect immediate action to be taken in locating my belongings and clear communication regarding the next steps. Thank you for your prompt attention to this matter. Sincerely,- Lisbon-Riyadh
- Economy
- Desired solution
Thomas J
Verified | Oct 30, 2024Dublin-Denpasar
Economy
Successful claim
Technical problems
Delayed in Dublin missed connecting flight to Abu Dhabi then more delays then extra flight to Jakarta then Bali many hours later medication in luggage on plane, We arrived the 20th of October at 19:45, originally we would arrive 11:35 on the 19the of October. Airline made arrangement we had to agree. They told us in Abu Dhabi the 19the of October. They told us to try to get us a other flight to Bali. Many hours later they give us a ticket to Bali with a stop in Jakarta. Theye gave us some fast food, it was horrible and cheap. It inconvenienced us no access to important medication. Which made us worry and feel anxious and ill and very very tired. We also lost a day of our holiday that we really needed. We missed meeting our friend as they were due to leave. We also booked accomodation that we could not use.- Dublin-Denpasar
- Economy
- Successful claim
James K
Verified | Oct 27, 2024Malaga-Abu Dhabi
Economy
Don't remember
The AC arrived approx 15 mins late. it was originally scheduled to be on Gate C37 which was an air bridge. It then changed to a remote stand. Boarding started then stopped after 1 bus had left and we were told that the APU was not working and that the external air conditioning unit was not sufficient. Eventually after 3 hours the AC was towed back to the original gate. Drinks were only offered at this time. the AC eventually left after more than 4 hours past STD. the APU was not fixed and the AC from the fixed bridge was not sufficient. By 2pm when we eventually boarded it was considerably hotter than at the original time of 10am. I contacted EY and filled in the EU form which was sent to the Spanish authorities but they did not respond. I called customer service who told me they would get back to me but have ignored my claim.- Malaga-Abu Dhabi
- Economy
Surendran N
Verified | Oct 26, 2024Kochi-Abu Dhabi
Economy
The inflight staff was very bad behaviour
I am here in UAE for the last 31 years & I am also a frequent traveller to my hometown & back I used this flight ETHIHAD AIRWAYS for the first time with my family The inflight service air hostess was very rude in speech & behaviour She served us with food & drinks etc I asked for an extra drink. She said she will be back I agreed Again she came back but didn't serve me so I asked her again She started shouting @ me in front of all Again she said she will be back The next time when she passed again I requested her for the drink she repeated the same behaviour & speech without any respect this is the reason I am complaining THE FLIGHT # is EY 255 Our Seat # are 19 A B C Contact 050 5254434- Kochi-Abu Dhabi
- Economy
- Desired solution
Other
Surendran N
Verified | Oct 26, 2024Kochi-Abu Dhabi
Economy
The inflight staff was very bad behaviour
I am here in UAE for the last 31 years & I am also a frequent traveller to my hometown & back I used this flight ETHIHAD AIRWAYS for the first time with my family The inflight service air hostess was very rude in speech & behaviour She served us with food & drinks etc I asked for an extra drink. She said she will be back I agreed Again she came back but didn't serve me so I asked her again She started shouting @ me in front of all Again she said she will be back The next time when she passed again I requested her for the drink she repeated the same behaviour & speech without any respect this is the reason I am complaining THE FLIGHT # is EY 255 Our Seat # are 19 A B C- Kochi-Abu Dhabi
- Economy
Noreen L
Verified | Oct 24, 2024Dublin-Abu Dhabi
Economy
Technical problems
Flight delayed more than 3 hours due to technical difficulties. Arrived late into Abu Dhabi & missed connection to Bahrain. Airline arranged hotel for overnight stay & flight to Bahrain the following morning.- Dublin-Abu Dhabi
- Economy
Richard Daniel L
Verified | Oct 24, 2024Dublin-Abu Dhabi
Economy
Technical problems
Flight was delayed by more than three hours taking off in Dublin due to technical issue with airplane, (the air conditioning on the plane was being repaired, this issue was not fixed and we flew to Abu Dhabi with no air conditioning - temp in the cabin was very high. Missed connecting flight in Abu Dhabi, had to overnight in Abu Dhabi arriving at the Ethiad provided hotel at 1.30am and departing the hotel again at 6am for a 9.15 am flight to Bahrain- Dublin-Abu Dhabi
- Economy
Margaret J
Verified | Oct 24, 2024Dublin-Denpasar
Economy
Technical problems
Flight Dublin 3hr14mns late Missed from Abu Dhabi to Bali. Due to air conditioning. Sent to Jakarta 19.35 instead. Flight GA 416 Garuda Indonesia Air. Luggage was taken off at Jak. We fortunately got it and checked it on again.- Dublin-Denpasar
- Economy
John M
Verified | Oct 23, 2024Sydney-Cairo
Economy
The worst experience ever.
The worst experience ever. From Sydney to Abu Dhabi, the planes energy was very old and the entertainment unit has no connection with the headset + there was no usb C to charge my phone. The seat doesn’t move at all and it was a very narrow environment and not comfortable for such a long trip, which is not fair at all. After 14 hours. we arrived to Abu Dhabi and I couldn’t find a wheelchair that I was told I could have access to so I had to walk all the way to the gate and sit down. After one hour I went to ask about the situation and they said they changed the gate and you had to check, talking to me like it was my fault. I asked for a wheelchair and I was told I had to wait. I waited for half an hour and then I told them that I can’t wait anymore. They replied with “up to you”. I went to the gate and there it was, a big surprise waiting for me. They have to take the carry on bag off me because it’s a small plane. I told them that no one had told me about this. She said “yes that’s fine because we don’t have to, and your bag is going to the destination, you just need to collect it with the luggage.” I let it go and went inside the plane to unfortunately find more “surprises”. Absolutely no usb C to be found and the entertainment works on the phone by scanning the barcode while my phone was dead. The seat was unbearable. I was really dissatisfied about the beverages on both planes. Not generous at all. Total flying hours was 14 + 4, with all these problems, I’m thinking to cancel my return flight and book with Emirates Airlines.- Sydney-Cairo
- Economy
Chris B
Verified | Oct 22, 2024Brussels-Shanghai
Economy
Dear Etihad Airways Customer Service, I am writing to formally lodge a complaint regarding my distressing experience while traveling with Etihad Airways on October 16, 2024, from Brussels International Airport to China. My booking reference number is 8897CJ. At the check-in desk, a staff member refused to accept my passport, claiming it was invalid due to a small tear between the identity pages. This decision was made without proper verification, as all details on the passport were clearly readable (please see attached image). The staff member took my passport to consult a supervisor, and upon their return, the tear was worse, further complicating the situation. I later visited the passport office in Liverpool, where officials confirmed that the airline should not have made a judgment on the validity of my passport; that responsibility lies with immigration authorities. It is particularly troubling that the check-in staff cancelled my flight without any substantiated confirmation of invalidity, even though I had successfully travelled to Belgium from China on September 25, 2024, using the same passport. The lack of professionalism and rudeness displayed by your staff was extraordinary. Upon check-in, my passport—albeit slightly torn—was deemed invalid by a member of your team without proper justification. After being told to contact the Etihad hotline, I was quoted a fee of $450 to change my ticket, with no further assistance provided. This complete disregard for my situation was not only unprofessional but also deeply distressing, particularly as I was in transit to my home country, China, where I reside and work. The stress of managing my luggage and navigating my unexpected return to the UK from Amsterdam, where my passport was accepted without issue, significantly impacted my mental health. As a direct result of your airline's mishandling of this situation, I was forced to take a week of unpaid leave from work. Considering these circumstances, I am requesting the following compensation: 1. Full reimbursement for all flights, including any additional travel incurred due to the airline's mishandling of my situation. I can provide receipts for these expenses. 2. Compensation for a return flight to Shanghai (not via Etihad), as I no longer trust the standard of service provided by your airline. I expect this matter to receive your immediate attention and a prompt response within five working days. Chris Bear +86 18688461920r Sr. Regional Manager, South China Duvel Moortgat Shanghai Ltd.
- Brussels-Shanghai
- Economy
Patrik K
Verified | Oct 22, 2024Vienna-Phuket
Economy
Successful claim
No reason given
We had a delay on flight from Vienna to Abu Dhabi and we missed our connection flight from Abu Dhabi to Phuket so we got re booked for another day Monday 8:45 , Flight number : EY432. If you need any other informations feel free to contact me.- Vienna-Phuket
- Economy
- Successful claim
Sofia V
Verified | Oct 12, 2024Colombo-Abu Dhabi
Economy
Flight delay
Dear Etihad, I had the worst experience in my life with a flight today in Colombo airport with your airline. We were traveling from Colombo to Abu Dhabi at 4:30 in the morning. The let us know at 4:30, after we did the security check and entered the gate, that we are not able to travel due to some technical issue of the plane. I understand that we couldn’t travel with a plane that was not good to take off, but the way you handled things after that, was a disaster. They told us to go to the transfer office to tell us what to do. We go there, nobody knew anything and they told us we have to wait for someone to come. 5 o’clock someone arrives and tell us that some of us are going to fly with the 9:25 flight and some of us will wait for the plane to be ready at 11:30. Since we had a connection flight from Abu Dhabi with another airline, and since the specific flight was the only flight of the day for my country, I was almost sure we will be in the 9:25 flight. I informed the agent about the situation. The agent told us he will go and come back with the list in half hour (5:30). I was standing at the desk for 2 hours, since the agent wasn’t back until 7:30. And then another hour because it was a complete chaos and nobody was there to help. 2 people to help 200 people. To my surprise they informed me that we will stay at the same flight that lives at 11:30. I said that must be a mistake, but the girl there said if you have any issues find someone from Etihad. Nobody from Etihad was there at the time. I said there is a chance to catch my flight let’s see. Delay after delay after delay we left at 13:30, we changed 3 gates, and we did the security check 3 TIMES. THAT IS UNACCEPTABLE. 12 hours in the airport and you continued to torture us literally this is beyond cruel. We were at the airport from 1:30 until 13:30 (literally 12 hours) and you gave us a tost and a bottle of water. I don’t know what else to say at this point. I’m beyond disappointed considering that you consider yourselves as a good, not low fare flight company. I travelled with a lot of low fare travel companies and I never had this treatment and indifference that we won’t have a way to go home. We arrived at Abu Dhabi airport with 1 hour to our flight and we asked from your land agents to help us go fast from the checks and their answer was that there are not much people in the arrivals and we should be okay. We explained that we have to go out do a check in and then come back in, and they answered yeah that’s the procedure. We know the procedure, we just needed help to be able to catch our flight. Fortunately some employees of the airport helped us and we were able to catch our flight. I don’t know what to say at this point beyond that I’m truly disappointed and mad. People that had connected flights with your company received a big amount of help from your employees, but people that were living with other companies, literally 0 help. There were people that had 35 minutes for their flight and nobody from your company helped. Thank god there were some really nice and helpful airport workers. Now I’m checking if I’m eligible for a compensation and it says I’m not eligible? Shame on you! After 9 hours delay!- Colombo-Abu Dhabi
- Economy
- Loss: €40
- Desired solution
Refund
John M
Verified | Oct 10, 2024Sydney-Cairo
Economy
I am writing to express my disappointment with Etihad airlin
The worst experience ever. From Sydney to Abu Dhabi, the planes energy was very old and the entertainment unit has no connection with the headset + there was no usb C to charge my phone. The seat doesn’t move at all and it was a very narrow environment and not comfortable for such a long trip, which is not fair at all. After 14 hours. we arrived to Abu Dhabi and I couldn’t find a wheelchair that I was told I could have access to so I had to walk all the way to the gate and sit down. After one hour I went to ask about the situation and they said they changed the gate and you had to check, talking to me like it was my fault. I asked for a wheelchair and I was told I had to wait. I waited for half an hour and then I told them that I can’t wait anymore. They replied with “up to you”. I went to the gate and there it was, a big surprise waiting for me. They have to take the carry on bag off me because it’s a small plane. I told them that no one had told me about this. She said “yes that’s fine because we don’t have to, and your bag is going to the destination, you just need to collect it with the luggage.” I let it go and went inside the plane to unfortunately find more “surprises”. Absolutely no usb C to be found and the entertainment works on the phone by scanning the barcode while my phone was dead. The seat was unbearable. I was really dissatisfied about the beverages on both planes. Not generous at all. Total flying hours was 14 + 4, with all these problems, I’m thinking to cancel my return flight and book with Emirates Airlines.- Sydney-Cairo
- Economy
Sali Ninan
Verified | Oct 1, 2024Kochi-Abu Dhabi
Economy
I have not received a notification on rescheduling
I lost my one day leave including paid additional amount of AED-2375/-to purchase a new ticket for my family. Also 14hrs waited in the airport openair without any food or proper place to sit. Very poor complaint management system I ever experince in my life and Etihad needs to oversight their complaint management system an immediate effect,otherwise this will cause a mjaor damage to the airline reputation.- Kochi-Abu Dhabi
- Economy
- Loss: €2000
- Desired solution
Sailenthrababu M
Verified | Sep 30, 2024Frankfurt-Kochi
Economy
Successful claim
Don't remember
Due to the delay I spend around 10 hours sleeping inside the airport alone in a small chair. And due to this delay I had a layover of 11.5 hour at Abu dhabi airport and I reached my destination nearly 17 hours later.- Frankfurt-Kochi
- Economy
- Successful claim
Abdullah A
Verified | Sep 19, 2024St. Petersburg-Riyadh
Economy
Flight delay Pulkovo Saint Petersburg Airport (LED
Dears etihad airways There was a delay in my flight number EY852 as it was scheduled to take off at 22:50 on 18/9/2024 and the plane did not take off until 02:50 AM on 19/9/2024. Also, the flight to the last destination was delayed because of that flight number EY317. Therefore, I am demanding financial compensation for the delay that caused me to miss my appointments.- St. Petersburg-Riyadh
- Economy
- Loss: €200
- Desired solution
Niklas S
Verified | Sep 15, 2024Abu Dhabi-Vienna
Economy
Broken Suitcase
Dear Sir or Madam, Unfortunately, I must write to you to file a complaint, as my brand-new suitcase was damaged by one of your employees. This was the first time I used this new suitcase, which has a value of over €100, and unfortunately, it came back broken. As you can see from the attached images, both wheels of my suitcase are damaged. One wheel is completely broken off, and the other is so damaged that it will likely break soon. In short, the suitcase is unusable and needs to be replaced. Could you please assist me with this and process a refund? My flight number was [EY 889 & EY 153], and my departure date was September 14th, 2024, originally scheduled for 03:10 AM, but we also had a delay, and the flight didn’t depart until 05:40 AM. Thank you very much and kind regards, Niklas Schulter Let me know if any details need adjusting!
- Abu Dhabi-Vienna
- Economy
- Loss: €100
- Desired solution
Muhammed Shameed N
Verified | Sep 12, 2024Calicut-Gassim
Economy
Baggage problom
I booked the ticket for 7kg cabin 25kg check in. But when I reached the airport, the airline said that there is only cabin baggage and no check-in baggage. Then I couldn't take my 25kg baggage. I was totally worried. Then I traveled with only my cabin baggage. I could not retrieve any of my documents
- Calicut-Gassim
- Economy
- Loss: €300
- Desired solution
Refund
Abdallah B
Verified | Sep 11, 2024Bahrain-Casablanca
Economy
The flight delay caused me to lose one day of my leave and
The flight delay caused me to lose one day of my leave and was very tired for me above all I was seek- Bahrain-Casablanca
- Economy
- Desired solution
Expenses reimbursement
Pinky R
Verified | Sep 11, 2024Kochi-Stavanger
Economy
Etihad Airways EY289 delayed flight
Etihad Airways delayed flight from Cochin,India to Abudhabi which further delayed from Abudhabi to Amsterdam, later rescheduled to different destination - Frankfurt and then they changed the airlines from KLM to Lufthansa to the arrival destination - Stavanger, Norway. There was 14 hours delay.
- Kochi-Stavanger
- Economy
- Desired solution
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