Etihad Airways complaints: comments, page 8

Anonymous member

Verified | Sep 8, 2024

Abu Dhabi-Dublin

Economy

7 hours Delay of flight in Abudhabi.

This is to inform you that ,from Abudabi flight was delayed for 7 hours .This was affected me in my duty because I have duty on that day .Due to the delay I was not able to do my duty and lost my payment.My wife a d child was along with me.My child has 3 years old ,he was too tired because he got fever and cough during the journey due to long waiting.It was affected my wife also ,too stressed for my wife and she was sick after the journey.

Abu Dhabi-Dublin
Economy

Desired solution

Sajjad Aslam T

Verified | Sep 5, 2024

Stockholm-Lahore

Economy

Wastage of money and time with Etihad airways

They sold me an expensive ticket a few hours before the flight Arlanda to Lahore and then denied boarding due to the lack of a PSR test required only at their substation in Abu Dhabi during transit. They did not even tell me while selling the ticket. After many months of communication, they offered me a return ticket for the same destination that was half the price as I bought the ticket at the last minute, I was frustrated and afraid of losing my money so I accepted a ticket traveling from Arlanda to Frankfurt on other airline and then Abu Dhabhi international airport to Lahore and after few months return ticket from Lahore to Arlanda. My journey started at Arlanda and reached Abu Dhabi airport where there was no airplane to carry us from Abu Dhabi to Lahore we waited around 4 hours which was terrible and then finally to Lahore. They canceled my return ticket as they had no flight on those days. and kept that money as guest and then time board and lost......

Documents ComplaintsList.phpSajjad Aslam

Stockholm-Lahore
Economy

Loss: €1000
Desired solution

Refund

Reem M

Verified | Sep 4, 2024

Istanbul-Abu Dhabi

Economy

Formal Complaint against flight no E96 From Istanbul Airport

I am writing to formally express my dissatisfaction with the recent experience I had with Etihad Airways concerning my flight [EY96], scheduled for 12/08/2024 from Istanbul, Turkey to Abu Dhabi, UAE. Due to an error made by both the airline and border control, I was subjected to an unforeseen 28-hour delay at the airport, which was not only highly inconvenient but also extremely exhausting. After enduring this extended wait, I had no choice but to purchase a new ticket to reach my destination. On August 12, 2024, I arrived at Istanbul Airport at 11:00 AM with my three young children after a vacation, intending to return to the UAE, where I currently reside. My return flight to the UAE was scheduled to depart at 3:00 PM. When I attempted to check in my luggage and proceed through border control, I was informed that I had incurred a penalty. I was directed to the visa office, where I received a queue ticket; however, there were 40 passengers ahead of me. After waiting for a considerable amount of time, I was eventually informed that there was no penalty and that I was cleared to board the flight. The representative at the visa office contacted the gate and confirmed that there had been an error, allowing me and my children to proceed to board. Unfortunately, upon reaching the gate, I discovered that the flight had already departed. As a result, I was forced to purchase four new tickets at a total cost of $3000, while also enduring a 28-hour wait at the airport with my three children. Given the circumstances, I believe the airline should take full responsibility for the errors that led to this situation, and I have noticed later that the flight was delayed and depart at 15:00 pm , although the representative at the passport control has call the Etihad gate and informed them about my delay me and my kids after taking the allowance from the gate he stamped our passports and let us go directly to the gate. Therefore, I am requesting a full refund for my original ticket, as well as reimbursement for the cost of the new tickets, totaling $3000. My booking reference is [WFWMXK], and I have attached documentation for both ticket purchases and other relevant information to support my claim. I would appreciate a prompt resolution to this matter, as this experience has left me deeply disappointed with the level of service provided by Etihad Airways. Thank you for your attention to this issue, and I look forward to your prompt response.

Istanbul-Abu Dhabi
Economy

Loss: €2716
Desired solution

Expenses reimbursement

Bhanumathi V

Verified | Sep 2, 2024

London-Madras

Economy

Successful claim

Technical problems

Our connecting flight from Abu Dhabi to Chennai was scheduled on 22 Aug (02:45 AM) and scheduled to Land in Chennai on 22 Aug (8:30 AM). Since, our flight from LHR was delayed for departure, the connecting flight was missed as we landed in Abu Dhabi only on 22 Aug around 03:15 AM (Abu Dhabi Time). Instead, we were offered an alternative flight on 22 Aug (14:45) and we landed in Chennai on 22 Aug (20:35). Hence, our overall journey was impacted by nearly 12 hours. We were scheduled to attend a wedding event on the 22 Aug which we had to miss out due to the delay and further, haven't heard back from Etihad on the feedback that was raised online about this delay.

London-Madras
Economy
Successful claim

Ravi S

Verified | Aug 24, 2024

Chicago-Delhi

Economy

Baggage Delayed and Theft Incident on Etihad Airways

I am writing to express my profound disappointment and frustration regarding the severe mishandling of my mother's baggage during her recent journey with Etihad Airways on 23rd July 2024. This incident has caused us significant distress and inconvenience, and I would like to bring it to your urgent attention. Flight Details: Passenger Name: KUSUM SINGH Flight Number: EY150 / EY224 Date of Travel: 22nd July 2024 23rd July 2024 Departure: ORD - AUH - DEL Destination: DELHI Issue Summary: Upon arrival at her destination, my mother discovered that her checked baggage was missing due to incorrect tagging by the airport authorities. We immediately lodged a complaint at the airport and were provided with a contact number for follow-up. Despite our persistent efforts to track the baggage, it was only returned to us on 8th August 2024 — over two weeks later, after calling multiple times with no or minimal response, no tracking reference being provided for the bag. We were promised that it would be delivered to our home address which we provided, but instead we were pushed to go to the courier service and collect it on our own. To our dismay, when the bag was finally collected, we found the lock was broken, and approximately 70% of the contents were missing. This is unacceptable and has caused us not only financial loss but also significant emotional distress. I can't even explain the kind of distress my mother had to go through as she was travelling alone and this is absolutely not expected from an airline as reputed as yours. We pay a hefty amount for the ticket only to ensure the security and the ease of journey and in return we get harassment and theft. This shows a classic example of mismanagement and negligence. Inconvenience and Harassment: Extended Delay: The delay of over two weeks in receiving the baggage caused unnecessary stress and inconvenience. Theft: The broken lock and missing items suggest a breach in security, resulting in the theft of my mother’s belongings. Many of these items were of great personal value. Poor Communication: The process of following up on this matter was incredibly frustrating, with minimal assistance provided by the airline, which added to the overall harassment. Expected Resolution: Given the severity of this issue, I request immediate compensation for the lost items and a formal investigation into the breach of security that led to this incident. I also expect a formal apology for the distress and inconvenience caused. I trust that Etihad Airways takes customer service seriously and will address this matter with the urgency it deserves. Please contact me at your earliest convenience to discuss the resolution of this issue. Thank you for your prompt attention to this matter. Yours sincerely Ravi Kumar Singh 9304119330

Chicago-Delhi
Economy

Desired solution

Refund

Apology / Voucher

Aji T

Verified | Aug 22, 2024

Malta-Trivandrum

Economy

I lost bag

My name is Aji Thomas. I have traveled from Malta to Trivandrum on your airline on 18th August.My booking reference number is WDWEP2.When I reached Trivandrum I did not get my luggage. The airline staff took the complaint from me. Then they told me that they will find the luggage and bring it home through their staff. The luggage was delivered to me on 20th August by the staff of Etihad airline. When I checked the bag, the SIB and number lock of my bag was cut off. Not only that, I lost some of my precious sprays, body creams, chocolates and other things that I had bought from Malta. My bag became unusable.what will i do next.

Malta-Trivandrum
Economy

Loss: €400
Desired solution

Leonie C

Verified | Aug 18, 2024

Abu Dhabi-Muscat

Economy

Failure to upgrade Etihad Guest membership to Gold Tier

I'm an Etihad Guest member with silver tier. Guest no 100109880371. Etihad Airlines and Abu Dhabi Commercial Bank (ADCB) have a partnership. The ADCB Etihad Guest Infinite Credit Card is issued to ADCB Excellency clients. As a new ADCB Excellency client, I am entitled to an automatic upgrade to Etihad Guest Gold tier through the ADCB Excellency and Etihad Airways partnership. I pay an ADCB membership fee of $700 per year for this once off benefit. The upgrade should be processed automatically within two weeks of completion of one return flight on Etihad Airways booked using my ADCB Etihad Guest Infinite Credit Card. No action should be needed from me, the Etihad Guest member. The terms do not state that any documents need to be submitted, or any action is required by the member for the upgrade to be completed. I purchased a return flight from Abu Dhabi to Muscat. Ticket number: 6072406443911 / Booking reference number: NGVEAD Outbound flight: 20/06/2024 / Inbound flight: 22/06/2024 Despite the fact that I met these criteria on 22 June 2024 already, my status has still not been upgraded. I have been unable to speak to anyone in the 'concerned department' because the call center stonewalls me. I've opened two cases with no response and ADCB representatives haven't had success either. I need to fly a long-haul flight and need the tier upgrade to get the benefits for this flight, but I don't see any way of getting Etihad to meet its legal obligations.

Abu Dhabi-Muscat
Economy

Loss: €650
Desired solution

Other

Rawah A

Verified | Aug 18, 2024

Abu Dhabi-Frankfurt

Economy

Missed my train to Berlin and had to purchase new ticket.

My flight from AUH to FRA was delayed by more than an hour and therefore caused me to miss my train to Berlin. This had forced me to take another more expensive and tiring train journey to my home in Berlin. I request Etihad to compensate me for the extra costs I incurred due to the mentioned flight delay.

Abu Dhabi-Frankfurt
Economy

Loss: €120
Desired solution

Expenses reimbursement

Vivek R

Verified | Aug 13, 2024

London-Dammam

Economy

No reason given

Flight from London to Abu Dhabi arrived late in Abu Dhabi due to which I was denied boarding in the connecting flight. The next flight provided by Etihad was late night Qatar airways flight from Abu Dhabi to Dammam via Doha. Abu dhabi to dammam at 22:45hrs on 10-Aug-2024 and Doha to Dammam at 2:30hrs on 11-Aug-2024. I was supposed to reach Dammam at 9:30hrs on 10-Aug-2024 whereas I reached Dammam at 3:45hrs on 11-Aug-2024.

London-Dammam
Economy

Rungtum K

Verified | Aug 6, 2024

Paris-Bangkok

Economy

Successful claim

No reason given

I had to wait in Paris for 10 hrs and another 10 hrs at Abu Dhabi. This made my travel very unbearable. I eventually spent 30 hrs for this flight and it's supposed to be only 12-13 hrs.

Paris-Bangkok
Economy
Successful claim

Laura P

Verified | Aug 5, 2024

London-Kuala Lumpur

Economy

Unknown

The original scheduled flight was from London Heathrow to Kuala Lumpur, with a connection in Abu Dhabi. The flight from London was EY18 and the connecting flight was EY 416. Because EY18 was delayed we missed the connecting flight and had to catch EY418 which ended up arriving in Kuala Lumpur at approximately 08:25 on 03/08/24. Well over 3 hours later than the original arrival time of 20:15 on 02/08/24. The airline provided a hotel room in Abu Dhabi. We missed a night of our holiday and were not able to claim any money back from the hotel for that.

London-Kuala Lumpur
Economy

Ahmed A

Verified | Aug 4, 2024

Abu Dhabi-Aktau

Economy

Lost my luggage (flight no. EY 97 )

Dear Sir , My flight was yesterday (03-08-2024) from AbuDhabi to Istanbul through ETIHAD airways and my final destination is Kazakhstan from Istanbul through FlyArystan. I explained to the counter person of ETIHAD airways at AbuDhabi airport that I don't have visa for Turkey and I'm going to Kazakhstan as a final designation and showed him Kazakhstan visa. Normally , in this situation , he shall issue for me two boarding pass and mentioned on my luggage ticket that final designation is Kazakhstan. Unfortunately, He hasn't done that and gave me only one boarding pass and mentioned in my luggage ticket that my final designation is Istanbu l!!!!!!. When I have gone to transfer disk at Istanbul airport, they refused to transfer my luggage to FlyArystan. They told me that I shall get Turkey visa to I can get my luggage because it crossed passport stamp area not inside transit area. Even , I tried to get E-Visa but my country not under the list of countries who can get it. Due to that and long discussion with transfer desk, police ,and E-Visa desk, I lost my flight also to Kazakhstan as the transit time was limited. How ever, I arranged another flight to Kazakhstan and have done report for my lost luggage at Aktua Airport(Kazakhstan) . To conclude the issue, I need my luggage to be delivered as soon possible becuse I have very critical items related to my health and work inside it. Your help to get my luggage is highly appreciated. Please find attached my boarding pass.

Abu Dhabi-Aktau
Economy

Loss: €200
Desired solution

Other

Rahul S

Verified | Aug 3, 2024

Malaga-Delhi

Economy

my baggage was lost inside the airport

my name is rahul singh my bag is lost inside the delhi international airport flight details are flight number- EY 218 date-31-july-2024 my checked bag is lost inside the airport in my bag there are my important documents and my all clothes pls give me compensation or find my bag best regards rahul singh +91 6230559677

Malaga-Delhi
Economy

Desired solution

Volga P

Verified | Jul 31, 2024

New York-Abu Dhabi

Economy

Complaint Regarding Flight EY2 on 19th July 2024

I am writing to express my dissatisfaction with flight EY2 from JFK to Abu Dhabi on 19th July 2024. The only available food option was paneer with rice, which caused a severe allergic reaction, resulting in significant itching and a full-body rash that required medical treatment upon arrival. Dear Sir/ Ma'am, This incident caused physical discomfort, additional medical expenses, and disrupted my vacation plans. I request an apology, compensation for medical expenses and flight-related discomfort, and reimbursement for the additional costs incurred. Please contact me at +18594097837, +13155726020, or vpeter@syr.edu to address this matter.

New York-Abu Dhabi
Economy

Desired solution

Refund

Expenses reimbursement

Apology / Voucher

Rashikh I

Verified | Jul 26, 2024

Muscat-Abu Dhabi

Economy

Delayed and cancelled

Becouse of delayed and cancelled i waited 8 hours in muscut airport.And i cant attend job interview at sheduled time so i lost a job oppertunity.so i kindly requesting i need prefferd solution from aircraft.Thank you

Muscat-Abu Dhabi
Economy

Loss: €100
Desired solution

Rashikh I

Verified | Jul 26, 2024

Muscat-Abu Dhabi

Economy

Delayed and cancelled

Muscut to abudhabi 24/7/2024 this flight has been cancelled becouse of technical isshue.so thats why i cant attend job interview and i lost a job opoertunity.

Muscat-Abu Dhabi
Economy

Loss: €100
Desired solution

Suzanne D

Verified | Jul 24, 2024

Melbourne-London

Economy

Melb to Dubai, no entertainment, console not working, wifi n

Flight #EY463 No entertainment for 13 hours, couldn’t move us as flight was full, was given free wifi but it not able to download anything I wanted, next leg of trip, Dubai London, flight #EY11 we had paid extra for 2 seats stand alone, we had seats 74H & K, intermittent whining noise at times high pitched, not much leg room, not enough room at back to recline seat, (we backed onto the galley) man in front of me reclined his seat & my nose was 2inches from the screen, no hope of getting any sleep. I eventually went into the galley sleep deprived only to find the noise was from the refrigeration unit right outside of where we were sitting, these are the worst seats in the plane, a special occasion for us (50 years married) not what I expected from a supposedly ‘premier’ airline, I’ve flown with many different airlines over the years & never had such a dreadful experience in my life before this, we were unable to be moved as the flight was full, & having paid extra to have those seats I feel very very ripped off, this experience is unacceptable, a special occasion ruined & we have unfortunately booked & paid for the same coming back home, I’m really not looking forward to no sleep again, the seats #74H &K should never be sold to anyone particularly anyone over a child’s height & not suitable fir anyone flying at night, the noise is very loud & I cannot use the earplugs as I have eczema in my ears, maybe a short deaf couple could cope but not my husband or myself, very disappointed with Etihad and I’m very concerned with the return flight leaving Heathrow on 25th august arriving in Melbourne 27th august

Melbourne-London
Economy

Desired solution

Refund

Expenses reimbursement

Apology / Voucher

Thayil P

Verified | Jul 23, 2024

Abu Dhabi-Kochi

Economy

Damaged crushed Baggage

I travelled by etehad airlines flight got no EY 280 from abu dhabi to Cochin on 07 may 2024,ticket pnr no 5ZK9CE originally boarded at Dublin,the baggage was crushed,I gave complaint number COKEY 11912 to your Cochin airport office on 09 May 2024 they told me that compensation would be paid within one month but I have not received, Kindly do needful and send compensation immediately from Thayil Joseph

Abu Dhabi-Kochi
Economy

Tohed B

Verified | Jul 22, 2024

Jeddah-Milano

Economy

Flight has delayed more then 9 hours

Hi Sir / Madam As you said send us the ticket and boarding pass on this email I am sending you to claim because our flight was delayed more than nine hours. Because we were informed within six months we can claim so I am requesting you to claim.

Jeddah-Milano
Economy

Desired solution

Refund

Faranak R

Verified | Jul 21, 2024

London-Tehran

Economy

Treated my registered disabled wife very badly and humiliate

Official Complaint Etihad airways Flight Reference: M2ORV6 Flight Number: EY18 To whom it may concern Dear Sir/Madam I took my wife (name and address above) on Wednesday 17/07/2024 to terminal 4 at Heathrow Airport, London to catch her flight (reference above) to Tehran via Abu Dhabi which was at 21:55. We arrived early and we were at the checking desk in zone C at 18:30. Your Employee at the desk in the name of Jose asked which passport my wife wants to travel on. I told him British Passport, but he ignored this and scanned her Iranian passport. As an Iranian passenger instead of being a British passenger against our wish. This was the first hurdle Jose printed her boarding card as an Iranian passenger instead of a British passenger. Jose asked to put her baggage on the scale which I did, and we had 12 Kilo extra weight. I asked for some concession, but Jose said not even one kilo even though I told Jose that my wife was ill, Diabetic and registered disabled person with torn Meniscus in her right knee and with shoulder , lower back pain hence she had to take 6 months medications with her from her GP to last her for the 6 months she is staying in Iran. This was the second hurdle by not showing any compassion for underprivileged people. I decided to pay fully for the extra weight because my wife was tired and in pain as well as her anxiety was extremely high. I resented my HSBC debit card and was told it was declined which I never had any problem with and there were more than enough funds in the account. I presented my wife’s Nationwide debit card and was told it was declined again. I presented my NatWest bank debit card and was told it was declined. I rang my son, and he gave details of his Starling bank card and was told it was declined. My son spoke to Jose over the telephone and told him this is unacceptable and there has to be a problem with the machine and Jose rudely replied, “ I don’t know man, I spoke to my manager, and were told they can’t do anything about it”. I have never seen any customer service to refer to their customers as “I DON’T KNOW MAN”. All the cards had more than enough funds and should not have been declined. I rang my NatWest bank online help number and was told there was nothing wrong with my account and no withdrawal attempt was made or received and hence no declines showing on my card or account. My son also had a conversation with his bank and was told the same that no withdrawal attempt has been made or received hence no declines showing on his card or account. This was the third hurdle. Definitely the issue was from your side and system to make the payment, and this was very embarrassing and time consuming. I was told by Jose to speak to the manager there and the manager was not helpful and very impolite telling me that there was nothing wrong with the system and accusing me of not having enough fund to make the payment even though I told him that we tried 4 different cards with funds in the accounts, and none of the banks received any request for payments. This was the fourth hurdle where the manger was not helpful at all By that time, it was 21;00 hour and all the checking desks were empty as all the passengers left. We were left waiting from 18:30 till 21:00 (three and half hours) and no one wanted or even tried to help. My wife ‘s health deteriorated because of her diabetes and the pain in her knee and lower back which was unbearable for her by standing there for three and half hours without a drink or a bite to eat to be able to take her medications. My wife just pursed out in tears and had enough of this horrible and inhumane treatment by ETIHAD AIRWAYS staff. They were all told that she needs help because of her disabilities and Diabetes but we received no compassion or help from anyone at all. This was the fifth hurdle. I truly do not know what your employee at the desk in the name of Jose did that he caused us all this stress, pains, embarrassments and delays. At the end We were told by Jose and the manager that we have to return the small suitcase. Again, I did stress that it contained all her medications that she needs and had no time to open the large suitcase as she was going to miss her flight, but they did not seem to be interested even though I offered any other method of payments such as cash or PayPal but was not accepted . Time was 21:15 and boarding was 21:30. I had to give in and take the small suitcase with her medication back (Which I cannot get it sent to her by post). Should anything bad or any deterioration occurs to my wife’s health, I will hold ETIHAD AIRLINES and their staff responsible. I asked Jose and the remaining staff there to please help her to the departure gate as she was not feeling well at all, but we got no help what soever and they fully ignored my request. She struggled to get to the departure gate, and she fell at the entry to the airplane because her sugar level went down feeling dizzy with all the stress as well as the pain in her knee for making her stand for nearly 4 hours at the checking desk and struggling to make it to the departure gate on her own without any help from ETIHAD AIRLINE . We have traveled many times and used all different airlines but were never treated so shit and humiliated like we were treated on this occasion by ETIHAD AIRLINES and their staff. I could not and still cannot believe that a fellow human being can be so arrogant, unhelpful, uncompassionate and irresponsible like ETIHAD AIRLINES staff have been and acted without accepting any responsibilities for their mistakes which was definitely not from our side nor from our banks side I attach with letter and email the chat prove from one of our banks and copies of my wife’s ticket. I will await your reaction to this initial official complaint before I publish this complaint in all the British national newspapers for others to be aware of ETIHAD AIRLINES as well us reporting it to airlines Ombudsmen UK. Yours Faithfully Mr A Reda On behalf of my wife Mrs. Faranak Rezazadeh Eshlachi. Tel: +447757782511

London-Tehran
Economy

Loss: €500

Yvonne D

Verified | Jul 12, 2024

Zurich-Brisbane

Economy

Unaccompanied minor service misleading and lacking.

My 12 year old daughter was left to find her own way in Abu Dhabi and Melbourne airports after I had paid for the unaccompanied minor service. While booking the original ticket for my daughter, I was advised that the unaccompanied minor service couldn't be offered due to the change of airline in Melbourne. As the connection in Melbourne was completed with the original ticket purchase, this was not transparent, nor acceptable. After a phone call to Etihad I had arranged for my daughter to get wheelchair assistance as this was the only other service available. Upon check-in at Zurich airport I was advised that this was a waste of a resource and that the check-in staff will organise for my daughter to be accompanied. Feeling quite relieved, I paid the CHF 135.65 fee and left my daughter in the care of a staff member who took her to the departure gate. Shortly after, I received a phone call from the gentleman at the check-in desk saying that, despite my payment they are unable to provide the unaccompanied minor service and that my payment would be refunded. This was extremely stressful as my daughter was already at the departure gate and I had no way of contacting her. My daughter did then contact me (crying) and explained that she was also told that she can't be accompanied, and the wheelchair support that I had arranged wasn't provided. My daughter was left alone throughout the entire flight to fend for herself. That is not the arrangement that I had with Etihad, nor is it acceptable to take responsibility for a 12 year old child, then to give up that responsibility after accepting payment. The flight then arrived an hour late in Melbourne leaving my daughter very stressed and anxious while waiting for her luggage to arrive and for her ongoing flight to Brisbane. Nowhere in the flight information was I informed that she would have to collect her bag in Melbourne, go through security and re-check her bag. With calls to Melbourne airport, but also no assistance, my daughter cried her way through a phone call with her father who talked her through the process, and she arrived at her departure gate to Brisbane with seconds to spare. I am very proud of my daughter for managing as well as she did but I am disgusted with the lack of responsibility and care provided by Etihad. At the time of writing this complaint I am yet to receive the CHF 135.65 reimbursement.

Zurich-Brisbane
Economy

Loss: €140.28
Desired solution

Refund

Apology / Voucher

Basem F

Verified | Jul 12, 2024

Tel-aviv-Bangkok

Economy

tickets suspense without prior notice , TLV airport

Dear Customer Service Team, I am writing to express my deep dissatisfaction with the service provided by Etihad Airways during my recent travel experience. I believe it is essential to bring this matter to your attention for further investigation and resolution. On [date], my family and I were scheduled to fly from Thailand to Israel and back, with a layover in Abu Dhabi. Unfortunately, our journey was marred by several distressing incidents: 1. **Security Gate Incident in Abu Dhabi:** Upon arrival at the security gate specifically designated for Israeli passengers, we encountered an additional security checkpoint at the gate. Despite our timely arrival, the staff member at the gate refused to allow us through, even though our flight was imminent. This delay caused significant stress and anxiety. 2. **Denied Boarding on the Return Flight:** On our return journey from Israel to Thailand, we discovered that our tickets had been suspended without any prior notification. We were left stranded at the airport, having to purchase new tickets at great expense. This situation was both frustrating and financially burdensome. 3. **Lack of Communication and Accountability:** Etihad Airways failed to communicate any changes to our booking status or provide a valid reason for the suspension of our tickets. We were left to navigate the situation independently, with no assistance from your staff. 4. **Inconvenience and Emotional Distress:** As a family traveling with a 3-year-old child, the entire experience was emotionally draining. We endured unnecessary stress, uncertainty, and inconvenience due to the airline's mishandling of our reservation. I appreciate your attention to this matter and expect a prompt and satisfactory resolution. Please acknowledge receipt of this complaint and provide a reference number for tracking purposes. Thank you for your understanding and cooperation. Sincerely,

Tel-aviv-Bangkok
Economy

Loss: €5256
Desired solution

Refund

Expenses reimbursement

Apology / Voucher

Other

Anita T

Verified | Jul 9, 2024

Melbourne-Catania

Economy

Transit time inadequate from T 1 to T 3 So missed flight

Missed flight to Catania due to only 50 mins transit time allocated to get from an international arrival at terminal 1 to a domestic departure at terminal 3! Impossible! The airport is chaotic and security takes at least 30 minutes. If a toilet stop is necessary, that’s another 10 minutes. Then the train must be taken - another 10-15 minute. I now know that 1 hr and 30 mins is minimum. They also lost my luggage for 2 days and cancelled rest of itinerary which cost over $300 to have reinstated. Airport taxes etc. a total nightmare whilst I was sick and also have cancer. Worst experience. They won’t admit fault or compensate.

Melbourne-Catania
Economy

Loss: €500
Desired solution

Refund

Expenses reimbursement

Ahmed M

Verified | Jul 7, 2024

Bangalore-London

Economy

Delay in flight more than 4 hours

Flight has been delay upto 4 hours in kempgowda international airport Bengaluru. I was travelling back to London with a connection flight from Abu Dhabi international airport. Even I missed my connection flight and I have waited 7 hours for my next flight. I missed my class due to this . It’s the second time this thing happens to me from this airlines.

Bangalore-London
Economy

Loss: €650
Desired solution

John R

Verified | Jul 3, 2024

London-Abu Dhabi

Economy

Successful claim

No reason given

Flight was scheduled to depart LHR at 09:30 and was then delayed until 15:30. The aircraft did not depart LHR until approx. 17:00/17:30.

London-Abu Dhabi
Economy
Successful claim

Manickam Immanuel T

Verified | Jul 2, 2024

Manchester-Madras

Economy

Soft charge

I wanted to reschedule the ticket as it was a flexible one. When I did it, payment done, ticket not yet confirmed. Called Etihad, they said it will be refunded in 6-15 working days. 2 days later, another rescheduling, another soft charge, same story by Etihad. No other response. The staff there have no other clue themselves. They won’t let me talk to any higher authorities. When I asked for a document/mail/written copy, they wouldn’t provide. What kind of nonsense is this that an airlines of such standing denies providing written documents!!! How else can I convince my bank?! I sent them all my bank transaction details with the full statement, no response. More than a month now, still no refund. One time I asked a staff, “what does dispute mean?” She had to wait for a few seconds before she could tell me. There are automated robots sitting at the helpdesk with no idea themselves. This is the pathetic airlines I had decided to fly with. I’m pretty sure this complaint would amount to nothing. But just so everyone seeing this could know that there are better options than flying with Etihad.

Manchester-Madras
Economy

Loss: €1951
Desired solution

Refund

Apology / Voucher

Hezam A

Verified | Jul 1, 2024

Barcelona-Dammam

Economy

تم تلاعب في بطاقة الطيران وتاجيل الرحلة وانتظار في المطار اك

وتم الانتظار اكثر من 6ساعات علما انا طائرة من أبو ظبي الى الدمام كانت موجودة فعلا ولم يسمحو لنا ب الصعود

Barcelona-Dammam
Economy

Desired solution

Rehan Q

Verified | Jun 30, 2024

London-Abu Dhabi

Economy

Successful claim

Technical problems

Just to be clear. The flight was originally booked under husband Rehan Qureshi under booking reference K5BPQV. Sophia Hussain decided to travel back home later and changed the flight to 30th June with changed booking no VJV5IQ of which was delayed.

London-Abu Dhabi
Economy
Successful claim

Michael A

Verified | Jun 30, 2024

London-Phuket

Economy

Successful claim

Problems at airport

Dear AirAdvisor Team, I hope this message finds you well. I am writing to request that AirAdvisor not only pursue compensation for the 24-hour delay of my Etihad Airways connecting flight (Flight Number: EY18 & EY432, Date: 2024-05-28 & 2024-05-29) but also seek a full refund for the original ticket cost. The significant delay caused considerable inconvenience with the airbnb charging me for keeping them waiting for the day and having to pay an extra day, also missing important meetings for my business, and I believe I am entitled to a full refund in addition to compensation for the disruption. Please find attached the original ticket receipt, including the price paid for the flight. I would appreciate it if AirAdvisor could handle both the compensation and the refund process on my behalf, ensuring that I receive all amounts due under applicable regulations. Extra details are: First flight left heathrow over an hour late causing me to miss the connecting flight in Abu Dhabi, there was someone from Etihad Airways waiting at the terminal. No communication was given other than the next available flight was tomorrow evening (30th). I had to find some Etihad special area in the airport and collect a voucher to go to a hotel nearby. The 3 star hotel was not great and the food provided the same. I boarded the flight on the evening of the 30th to arrive at Phuket that day in the evening

London-Phuket
Economy
Successful claim

Mirko F

Verified | Jun 27, 2024

Abu Dhabi-Tashkent

Economy

Rudeness of Etihad Ground Staff

I had a flight from Abu Dhabi airport on 24th of June where I was traveling with my family including 2 small kids (3y and 6y old). On the boarding pass the gate number was indicated as B24A and we were told the same while handing over our luggages. However while we were in Pearl Lounge they changed the gate from B24A to E4. When we arrived to B24A gate 5 minutes before the gate closure time we were not able to find our destination city name on the signage, We started worrying as we were now getting late, later we found out there was a change on gate numbers and we were not aware of it. We had to run from gate B24A to E4, the difference between these gates are not less than 1km but we felt even more when we had to carry our kids on our hands and other cabin baggages. We were so disappointed, when we finally arrived to gate E4 I started questioning the gate employees who were on Etihad uniforms why this change happened and why on our boarding pass different gate number was printed. The Indian guy (i don’t know his name) took my complaint personally and with rude manner said “it is your responsibility to listen airport announcements”. As a customer i have right to express my frustrations when the airport services I’m receiving not up to my expectation. And I didn’t use any offensive words neither show my attitude. The only thing i said that I’m disappointed and i want to speak with the airport supervisor so someone can explain me why such ridiculous situation occurred. Rather than apologizing and handling the situation using their soft skills (which unfortunately they didn’t have) they started threatening us saying if we won’t relax and stop demanding speaking with Airport management they gonna cancel our boarding pass. There was another Philippino female employee by the name of “Princess” Who started playing “Good and bad cops” with this Indian guy. They said they are going to cancel our boarding passes unless you apologize. Who are they to force us to apologize?. I told them I’m going to complain about them, the employee by the name Princess showed me her badge and said “I don’t care your complaint”. I want to speak with the concerned team at Etihad airways regarding this embarrassing situation that ruined my flight. m at Etihad airways regarding this embarrassing situation that ruined my flight.

Abu Dhabi-Tashkent
Economy

Ankur S

Verified | Jun 27, 2024

Ahmedabad-New York

Economy

Unable to Select seats or make any changes on Mobile and Web

Flight booked from Etihad Website. Flight change request processed by Etihad Personnel Seat for 1st leg was selected Unable to select seat for 2nd leg - AUH to JFK Reached out on Chat - NO solution Reached out on chat again - (have transcript saved) - unhelpful person - no resolution - asking me to call again in 24 hours Called Etihad - they can replicate the problem but cannot resolve it. Requested a simple seat selection at no cost - no help and asking to call back again At this point - the request was very reasonable of only provide a seat selection at no charge. But now - with all this trouble and totally disastrous customer service - I am requesting an upgrade or a major compensation. It is not my job to call every 24 hours and check if Etihad is able to resolve such a small issue - they do not even agree to call me back when they have an update. That is simply unacceptable.

Ahmedabad-New York
Economy

Desired solution

Refund

Expenses reimbursement

Apology / Voucher

Anonymous member

Verified | Jun 26, 2024

Jeddah-Delhi

Economy

Rude ground staff

Im staff with Saudia airlines and i book stand by ticket to delhi. When i book in the system shows seats available til the last minute, unfortunately the flight was full booked and wasnt space available so i get stucked in abu dhabi. Should be more specific with the tickets and the loading so we can avoid these kind of situations. The ground staff did their best to help me except one guy that he was extremely rude ❗️❗️❗️❗️he told me and was yelling at me that : 1) IM VERY RUDE 2) IM NOT ETIHAD STAFF 3) IF I WANT GO TO FLIGHT TO BOOK FULL FAIR TICKET 4) THEY CAN NOT TAKE OUT A PASSENGER FOR ME 5)SPACE AVAILABLE IS LIKE THAT IF I DONT LIKE I CAN PAY TICKET LIKE THE PASSENGERS, etc. I never face a behavior like that in my life even if was really booked and no space for me he could be more kind i came all the way from jeddah cuz the system shows there are seats available. I understand that you give priority to etihad crew and jumpseat but also the fact that im in general crew and special saudia crew NO NEED TO HUMILIATE US❗️❗️❗️we are human also❗️ DONT WORRY AFTER THIS I WILL NEVER TAKE AGAIN STAND BY TICKETS BUT UNFORTUNATELLY NO CHOISE ALL FLIGHTS TO DELHI FULL ❗️only option with set available etihad. Only if iam etihad crew you show some respect? Honestly , i feel he using drugs or being intoxicated . Do you ever make drug test for your crew and staff? I think you really should!

Jeddah-Delhi
Economy

Desired solution

Other

Geeta M

Verified | Jun 26, 2024

Madrid-Delhi

Economy

My luggage is damaged at Indira Gandhi Intl Airport ,Delhi

My luggage is damaged when I received it at Indira Gandhi Intl airport.It was in the perfect condition when I checked in at Madrid Airport

Madrid-Delhi
Economy

Desired solution

Joanna D

Verified | Jun 19, 2024

Abu Dhabi-London

Economy

Abu Dhabi technical problems caused cancellation

Boarded plane before departure time of 2.40 Technical problems caused cancellation and disembarkation. Breakfast food voucher was given. Advised to check regularly for messages about replacement flight Replacement flight not found until 10.45 arriving 14.20 at Heathrow. As my previous flight arrived at Abu Dhabi at 22.00 the previous day I had to spend over 12 hours in Abu Dhabi airport

Abu Dhabi-London
Economy

Desired solution

Apology / Voucher

Mr Zaheer Ahmed M

Verified | Jun 8, 2024

London-Mumbai

Economy

Transportation

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

London-Mumbai
Economy

Desired solution

Other

Cecil T

Verified | Jun 7, 2024

Manchester-Calicut

Economy

BAGGAGE NOT REACHED CALICUT AIRPORT

Baggage not reached calicut airport. All our clothes were in the bags and we had a marriage to attend and had to purchase new clothes very dissapointing services

Manchester-Calicut
Economy

Desired solution

Apology / Voucher

Other

Ani A

Verified | Jun 4, 2024

London-Kochi

Economy

Hidden overcharge at London Heathrow T4

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

London-Kochi
Economy

Loss: €178.46
Desired solution

Refund

Ayub Patel P

Verified | Jun 1, 2024

Abu Dhabi-London

Economy

Air conditioning too cold

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

Abu Dhabi-London
Economy

Desired solution

Tarachand R

Verified | May 31, 2024

Delhi-Regina

Economy

Wheelchair Assistance caused problems

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

Delhi-Regina
Economy

Loss: €750
Desired solution

Salim A

Verified | May 26, 2024

Islamabad-Abu Dhabi

Economy

Misbehaviour of airport staff

A.Alaikum I am a Turkish National this side, i was traverling from Islamabad to Istanbul Via Abu Dhabi on 04 April,24 at 04:30am when i reached at laggage point your stupid staff asked me that i can carry only 23 kg with me,and demanded me 90,000 PKR if i want to carry 30 kgs i am travelling from last 30 years( 7-8 time With Return Flight of Itihad Airways) and this is first time in my life someone told me that i cannot carry 30 kgs due to your greedy staff i am not going to travel on you airline ever,also i will not recomend Itihad Airways to any of my friends instead of telling them the stupid and greedy staff behaviour of Itihad Airways.

Islamabad-Abu Dhabi
Economy

Aneeth A

Verified | May 20, 2024

Kochi-Birmingham

Economy

I was refused to travel due to not having a transit visa

I have booked a flight from Cochin International Airport to Birmingham International Airport booking ref: PXKAL5 with 2 connection flight one in Abu Dhabi and the other in London Heathrow but i was informed by my travel agent "Last minute" that there was a change of schedule made by the Etihad Airways. Due to my emergency i stick on with the new schedule even though is was miserable but i was refused to travel due to not having a transit visa. As per my initial booking there was no requirement for a transit visa because i hold the resident status for the country that i was travelling. Thereafter I have approached the Etihad Airways customer services team leader who was in charge at that time in Cochin International Airport and he confirmed to me that there is no delays or changes or delays made on any of my Flights that i have booked. I also contacted the travel agent and they confirmed that the changes was made by the Airline. Due to this amendment made by Etihad Airways i had to increase my stay for another 9 more days which made me face a financial loss of £2300 which i want Etihad Airways to compensate. If your customer service team leader was aware of what is been happening within the area that he work may be he could have found some solution rather than that he was confirming after checking my booking reference that no changes has been made on any of these flights and was putting the blame on the travel. Even after the amendments made by Etihad there wasn't a notification saying i will be needing it a transit visa for the amended journey. I want Etihad Airways to take the accountability for causing me this financial loss and wants a compensation of £2300 as a resolution.

Kochi-Birmingham
Economy

Loss: €2300
Desired solution

Refund

Aneeth A

Verified | May 20, 2024

Kochi-Birmingham

Economy

I was refused to travel due to not having Transit visa

Kochi-Birmingham
Economy

Loss: €2300
Desired solution

Refund

Aneeth A

Verified | May 20, 2024

Kochi-Birmingham

Economy

I was refused to travel due to not having Transit visa

Kochi-Birmingham
Economy

Loss: €2300
Desired solution

Refund