Etihad Airways

very poor service I would never recommend this airline if you value your personal items and your baggage do not book with this airline reference 772548. I travelled to Thailand in January up on arrival my baggage was missing i have travelled with many Airlines and first time ever my bagagge had gone missing. when I returned to the UK i contacted thailand baggage team who emailed me a pir report i then required a letter to state the baggage was lost or stolen so I could claim though my uk claims company and thats when the problems started everytime I rang phuket airport they would refer me back to etihad and when i rang etihad they would refer me back to phuket i then got through to someone sensible who advised they would review cctv after 2 weeks i then rang phuket who advised they have reviewed cctv and are unable to find my baggage. I sent many email to request this letter at first etihad kept replying advising to get in contact with my uk claims team as they have all the information when I rang them they said we have not heardnfeom etihad I have sent many emails to etihad and I did not receive a response for some of this emails after a number of months they then advised they will not be sending me the letter as the baggage was recieved I denied receiving my baggage i also highlighted mistakes that were made by phuket airport which etihad customer service also confirmed still they refused to provide me with this letter. If you value your baggage I would strongly advice not to book with this airline if you value your baggage.

After being told on here by Etihad to contact them yet again, i have called yet again to get my $2250 dollars back. They never call back as promised, as in EVER. I have never had a call from Etihad regarding what i now consider to be obtaining money by deception. They have my details TB no 5000 3424 2341 They told me they have listened to a recording of the phone call and accept it was an error on their part but still will not give me MY money back Etihad are in financial trouble and are using Travel Bank as a cash flow scam. My wife is distraught, suffers from anxiety and is ill with worry. Not a single call, no money no contact. I just hung up after being on hold for 25 minutes. disgusting and dishonest.

Aug 7 Called Etihad and instructed to re-book Aug 8 flight for Aug 10 flight due to delay in COVID testing results. Aug 7-8 Etihad failed to re-book Aug 9 Called again and instructed to rebook for Aug 10 - Etihad failed to re-book Aug 9 Called third time and instructed to rebook flight - Etihad rebooked for Aug 10 and charged "Change fee". Aug 10 - Notified at Raleigh Durham Airport by American Airlines that Etihad had cancelled my American Airlines Domestic and Etihad international flight without notification to me. Aug 10 - Etihad representatives were unsuccessful in re-booking flight within 45 minutes causing flight to be missed. Complaint: Etihad does not allow the user to re-book flights at this time. Etihad failed to re-book flight in time to avoid "No Show" fee. Etihad cancelled customer flight due to human error. Caused customer one week of lost wages due to canceling flight without notification to flight customer. Did not honor carriage contract. Approximately 150.00 USD inappropriately charged for "no-show" fee. Information provided to customers is inaccurate and inconsistent.

My parents flew to Pakistan from the UK using Etihad for the first time ever in the beginning of 2020, and they were due to return to the UK in May 2020. The flight, as expected was fantastic and everything went without a problem. When it came to the return flight, unfortunately Covid-19 reared its ugly head and this obviously effected travel. My parents’ flight was cancelled due to various operational issues that I assumed stemmed from Covid-19 and after speaking with Etihad’s contact centre, the flight was re-booked for the next available date. Unfortunately, the flights kept on getting cancelled due to operational reasons (Covid-19) and I kept on re-booking the flights as per Etihad’s emailed instructions. My cousin who was also visiting Pakistan from the UK, was scheduled to fly back with my parents so each and every time the flights were cancelled, both my parents’ and cousin’s tickets were re-booked for the next available flight. Eventually, all 3 tickets were booked for a flight on the 1st July 2020 to travel from Lahore to Manchester, but alas, problems arose due to Covid-19 and the flight was again cancelled and upon contacting Etihad, I was advised that the next available flight to Manchester was on the 16th July 2020. I then enquired about flights to anywhere else in the UK other than Manchester and the contact centre representative advised that there was a flight to London Heathrow on the 24th June 2020. Even though this would mean that I would have to arrange travel from London to Manchester for my parents and cousin, at least they would be back in the UK. So I requested that all 3 tickets be re-booked for the 24th June 2020. The contact centre representative re-booked all 3 and sent confirmation emails. On the day of the flight, my parents and cousin arrived at Lahore airport about 4 hours before the flight only to be told that my father’s ticket had not been issued correctly and that it was still reflecting a date in July! My mother’s and cousin’s tickets were fine and they checked in without issue, but my father was refused travel due to the ticket not matching the itinerary. I tried to contact the Etihad Contact Centre but was on hold for over 2 hours during which time the flight check in was closing. Previously, each and every time the flights got cancelled, their tickets were always rebooked together as all 3 people were going to travel together as they could then look after one another. Because of the error made by Etihad, we had to make the tough decision to separate the group and have my father return to a hotel in Lahore whilst I attempted to rebook his flight. Following the fiasco of the 24th June, I managed to rebook him onto a flight for the 25th June 2020, which was also subsequently cancelled. Thereafter I got him rebooked on a flight on the 1st July 2020, only to then receive an email on the 29th June advising that the 1st July flight had now been cancelled! When I tried to rebook the next flight, I was advised that the next available flights would be from the 1st August 2020! I appreciate that the pandemic that the world is facing is beyond the control of Etihad and the airline cannot be held accountable for cancelled flights caused by government regulations and restrictions on airspace etc. However, in this case, had the Etihad contact centre staff done their job correctly, my father would have returned to the UK on the 24th June 2020 with both my mother and cousin. Instead, I was faced with the real prospect of having my father stranded alone in Pakistan for over a month. What made matters considerably worse is the fact that my father is on multiple medications and these medications were due to run out in the first week of July. Whilst it was entirely possible to send him more medication from the UK, this would have been at considerable expense, but more relevant was the fact that he was in Pakistan alone. The decision to have my mother and cousin travel without him was not reached lightly, and it was made on the belief that I could get him home within a week after the 24th June at the very latest. Due to the fact that the next available flights with Etihad would have been commencing from the 1st August 2020, I had to take the decision to seek alternative means to get my father home. This meant booking him onto a flight with any other airline that was still flying to the UK. Luckily, British Airways were still providing their services and I booked my father on a one-way flight which was due to fly on the 5th July 2020. I am happy to report that he arrived back in the UK on the British Airways flight. I then attempted to contact Etihad to complain about the events that had occurred and it is at this point that matters got ridiculous. First of all, getting in touch with Etihad to make a complaint is extremely frustrating and the only way to complain is to go on their feedback form which is online. After submitting a complaint, I did not hear back from Etihad at all other than the automatically generated email confirmation of my feedback form submission. I again attempted to ring the contact centre who offered a sympathetic ear but still couldn’t offer any kind of guidance or resolution. One such representative who I spoke with was very helpful and advised me not to get a refund on my ticket until I had spoken to someone with respect to my complaint. I eventually complained publicly via Twitter and that was the only way of getting some attention from Etihad. Eventually after a lot of chasing on Twitter I received an email from Etihad offering me a refund of the last leg of the flight along with some reward miles. This was an offer that was originally on the table each and every time a flight was cancelled due to Covid-19! Etihad accepted and confirmed, after reviewing the reservation, that the itinerary did not match my father’s ticket because his ticket was not booked correctly due to an error made by a member of the Etihad team. They confirmed that their investigations show that the error was due to an Etihad representative at the contact centre. What I requested from Etihad was the reimbursement for the British Airways flight, the flight cost £603.12 for a one-way ticket. I did not request any other compensation with respect to the cost of my father's hotel or the massive inconvenience and distress that was caused due to Etihad's mistake. Instead I was told that Etihad cannot consider the reimbursement of a ticket purchased with another carrier, and all they can offer is a reimbursement of the last leg of the flight that they valued at £136.36! Etihad made a mistake, and instead of taking responsibility and rectifying the mistake, they took a stance to say that they are only contracted to fly my father back to the UK and they would have made it right by re-booking my father’s ticket on the next available flight. So Etihad are basically saying that they would want my elderly father to have stayed in Lahore alone for at least another month until their flights were operational again! If Etihad cannot refund the BA flight, then one would expect them to at least offer some sort of reasonable solution (be it in rewards or otherwise) that matches the financial outlay that has been incurred due to their error. Why not make an offer that is within Etihad's control, for example, make an offer in respect of further miles rewards or a free upgrade on the next flight that we purchase through Etihad, do something to retain our custom. Instead, the Etihad representative that is dealing with the complaint deems it appropriate to tell customers that the matter is closed without actually having resolved the complaint. This is awful customer service. Fantastic airline to fly with until something goes wrong… then all bets are off. It seems that Etihad are so arrogant that they feel that they do not need a proper complaints procedure. Etihad need to take responsibility for their mistakes instead of thinking that they can just fob people off! Such a shame as the outgoing flight with Etihad was fantastic and their cabin crew looked after my parents wonderfully. Just seems that their management needs an overhaul.

This airline used to be my favourite airline. Now, I have almost nothing positive to say about them. If you do decide to fly with Etihad, please pray before you do so, because if issues do arise, you can be rest assured that Etihad's Customer Services Team will almost certainly let you down in your hour of need. It appears as if the role of Etihad's Customer Services Team is simply to answer customer complaint emails as quickly as possible, without reaching a resolution with regards to a customer's complaint, or taking on board any customer feedback. Their Customer Service exists in name only, and you will almost always be dissatisfied with their response. On one occasion, I wrote to Etihad asking for compensation in the form of miles because the USB charging ports on many seats on the aircraft didn't work (including mine and my seatmate's, and several others), and there was no way to charge my phone. In such instances, if a complaint such as the one described is written to other airlines, they usually acknowledge the problem and issue airmiles as a gesture of goodwill. Despite being a frequent flyer with the airline, Etihad's Customer Services personnel's response to my complaint was that they would not be providing any airmiles as a goodwill gesture, and called their response "fair". On my recent flights with the airline, I have ordered special meals. Etihad seems unable to deliver the right special meal to the passenger, and frequently give the customer their meal with missing items. On one occasion, I received a wrong special meal (yes, really!), which I had to eat because I got extremely hungry waiting for a member of the cabin crew to respond to my call for assistance. On another occasion, I was missing a bread roll with my special meal, and I asked the steward why I'd been served butter without any bread. The steward apologized sarcastically, and started to mock me, asking me if I wanted a second and third bread roll. I found him to be really unpleasant, and discourteous, and I didn't appreciate being treated in such a manner. This steward was also discourteous to two other passengers whose only crime was standing in the aisle before they were aware that the drinks trolley was about to be rolled out. On the subject of customer data protection, I don't believe Etihad takes this seriously. On two occasions, I have received electronic correspondence meant for other passengers. I have had several other interactions with Etihad's Customer Services Team that have not been resolved satisfactorily, but I will not be listing details of those interactions here. I will just conclude this review by stating that Etihad's first priority is to make a profit, even if they have hordes of disgruntled passengers. Customer satisfaction is not a priority whatsoever, and they are unwilling to take on board customer feedback and make improvements. If possible, please avoid traveling with Etihad, and travel with another airline, such as Emirates instead. Unlike Etihad, Emirates does care about its reputation and has a genuine interest in meeting their customers' requirements, even going above and beyond to assist their passengers. Emirates may be more expensive, but their service is exceptional, and they won't leave you high and dry when issues arise. In conclusion, based on all the reasons listed above, I wouldn't recommend flying with Etihad. However, if you do fly Etihad, please be warned that you do so at your own peril because providing good customer service is not the airline's priority at all, and they have no value for their customers.

I have now spent 60 plus days continually chasing Etihad and they never, ever call back as promised. When purchasing Travel Bank vouchers the telesales lady added a zero in error, costing me a few thousand dollars. They admitted this error in a telephone call but when it comes to getting the money back? I have now reported this to my bank and will be forced to take legal action as this is now costing ME money. My wife is distraught and we are out of pocket yet they continually tell us "we will call you back within 24 hours" and dont. They dont need to, they have admitted the error! This is a scam to get YOUR money into their account to help short-term cash flow issues Covid has caused. It borders on outright theft. Disgusting, disgraceful customer service and quite simply dishonest. DO not go anywhere near Travel Bank.

Etihad cancelled my flights at the beginning of April, I am yet to receive a refund from the airline. I am hopeful that I will get the money back before the airline goes into liquidation, but as Etihad customer service has stopped replying to emails it isn't looking likely. Disappointed as I had thought this was a reputable airline when I booked.

I booked a flight with Trip.com months back, and the flight was cancelled. 130 days from the cancellation, and no word on the refund. I contacted customer support from trip, and they tell me the refund is in process with the airline - Etihad Airways. so i contacted etihad... their response: the 3rd party (trip) should be processing the refund already. what are you supposed to do in this situation?

I cancelled my Flight in March due to Covid-19 and its almost 5 months but I haven’t received any refund yet.. this is disgusting.. everytime I call them they have same answer that it is under process.. or just contact your travel agent..

I booked flights to go and visit pakistan Islamabad back in November. On 22nd of July my the flight got cancelled understandable as they aren't able to fly because of covid-19. Then I changed my flight to 2nd of August and I found a flight to Lahore instead of Islamabad Because my father was not feeling well so I took the pain to fly to another city. On 1st August got a phone call in the afternoon less than 12hours before my flight I got told that I needed a covid-19 test, which I already did anyway with my family. They said they would not accept NHS tests as they needed to have the results from their own lab. I told them it's too late and in Saturday the labs are closed anyways. I went to the airport in the morning and they refused to board me and my family and they said they will not charge me to no show fee So I came back home tried to reboot for next week but they are charging me no show fee ..... I don't know what to do Me and my daughter's were very upset Now they don't want to do anything about to it ...

I travelled from North of England only to be told that the test results by NHS is not valid. Does not make sense but that's what it is?

My girlfriend and I had a flight from Bahrain to Amsterdam in order to take an onward flight to Mexico with another airline, both flights were scheduled for July 3rd. I checked all restrictions in the EU and, as passengers in transit, we were good to go for the trip. On July 2nd, Etihad canceled our flight and rescheduled for July 5th but now we had an additional stop in Paris, France before reaching Amsterdam. I called Customer Service to check if any restrictions applied with this new stop so I could reschedule the onward flight to Mexico. They told me were ok to pass through both countries, I even told staff that we were traveling with Mexican passports and that depending on their answer I had to reschedule the other flight. At the airport, on July 5th, we were told we couldn't board the plane due to a restriction that didn't allowed transit between two EU countries, because of this we also lost our onward flight to Mexico. Staff at the front desk told to ask for a refund at Customer Service and that Etihad will compensate us for our other flight. We called customer service and even passed the phone to Etihad staff at the airport so they could explain them what happened. They told to put a complaint at the website and someone will contact me. A week passed without anyone contacting me and called Customer Service again, they told me to reissue the complaint and keep waiting. Still no representative gets in touch with you. If you want some extra adrenaline not knowing if the information given to you is correct during this pandemic, please book with Etihad. Otherwise, Emirates or Gulf Air are a much better option with an excellent customer service.

Flight was cancelled by Etihad beginning of March because of COVID Booked flight through budget air but when I talk to them they say they are waiting on refund from Etihad before they can refund me, £1300 paid and would come in handy with current situation but when I get in touch all I get is they are working through them, Absolutely disgusting service, Anyone with the same problem

The planes are fantastic, especially the big screen monitors and the electronic shade on the windows. The service staff is friendly and efficient. However the food could be improved, and I would have given 5 stars. Unfortunately, the airport Abu Dhabi is a lousy experience. The processing of the transit passenger were very poor, and the ventilation is terrible, the escalators even broke down. Security is not at hand to even help out. One incident was no one care to switch off the escalators which were jam packed with passengers when the other end already blocked by passengers joining a queue that is going no where. Passengers on the escalators were being transported into a crowd that is already packed like sardines. Fortunately, no one was hurt. Absolutely abhorring management and operation. The food and shopping areas were also very unpleasant. Having been pampered with airports like Changi, KLIA, Chek Lap Kok etc, Abu Dhabi needs to learn and improve. I am unfairly giving low marks to the airline simply because of the airport, which is obvious that it is poorly planned, and poorly run.

Our flight was cancelled 2 months ago we got a refund from the travel agent straight away. However Etihad are holding on to the seat reservation fee. I contacted your facebook who said i needed to call you. I have made 7 phone calls, only to be told to wait or there is a problem. I have been 'promised' a call back by three supervisors having tried to escalate my complaint, but true to Etihad service no phone calls back. I even made a written complaint via the 'feedback' email address. Two follow up emails- STILL NO RESPONSE. I have hit a brick wall and quite frankly Etihad are not bothered. For an airline calibre of Etihad this is their customer service. So be warned of the issues you will face should you have a problem. They do not have any customer relations department and the customer service department is really poor in serving and assisting as there is no communication! I am well and truly fed up of trying to chase this up week after week. Save yourselves the time and the effort and book with some else instead!

Etihad is fine to fly with if you are lucky and do not encounter any problem. Service on board is not great but on par with other airlines. It really gets messy when problems occur with your booking, like rebookings or online ticketing using airmiles. The callcentre staff us friendly but utterly inclined not to help at all. Either you are told to wait 24hrs until the system updates (which does not happen), you're getting promised an update mail or phone call within 2 hours (which never happens), you're getting told the supervisor is busy on the phone (which always happens) or unfortunately data cannot be accessed because if a system upgrade. I am curious what I will hear next, this will likely be the last time I book etihad, they are not the cheapest, their service is average at best and their customer orientation is not existent.

My flights were arranged through a travel agent - I then purchased specific seats to ensure my daughter and I were sat together. Etihad subsequently cancelled out return home flights but are still insisting I pay for the 'unused' seats for the cancelled flights. Apparently extras are non refundable even if Etihad cancel your flights. Additionally as my flights were booked via a travel agent they will not speak directly to me - despite the fact the seat bookings were made by me and not by or via the travel agent. I have not received any refund for the cancelled flights but they are still charging me for the seats - BEWARE they will take your money but will not necessarily provide the service you have paid for.

The focus was on making sure everything was sanitized and for this reason meal service was not at the request but everyone had to dine at the same time. We were explained this was due to sanitization of the kitchen but only onboard. Our special meal was a bit disappointing and small and combined with not being able to order more was a bit of an inconvenience. Knowing this, I would have eaten more in the lounge and then slept through the flight instead FAs were reasonably attentive but you had to ask if you wanted another drink; there were not so many rounds of asking the passengers if they needed anything. The seat was as good as it gets - the best aircraft Etihad has to offer. But some wear was noticeable. The cabin was half-empty. Overall you can get better service on some flights or different airlines but if prices were lower and this would be the new standard it would still be a pleasant way to travel. The baggage allowance was generous (main motivation for flying BC) and check-in smooth despite having a few kgs extra.

Flight cancelled due to Covid-19. Fair enough. When called, they only have schedule until October so cannot move booking. I also had to cancel the last 2 flights as I would be charged a no show for them even though they cancelled the first 2. Have not had airport tax back, anything. They are vague on the phone. I also had bookings with BA and CX who could not have been easier to deal with. I don't mind a voucher I can use at Christmas of 2021 but sadly not even that. When an airline changes its terms and conditions and starts quoting them you know are in trouble. A costly mistake indeed. I would not recommend them.

I had the best and most comfortable flight. The service is done with smile and pleasure the crew asking if there is anything else they can get you/do for you. Such a shame western airlines are too proud to serve customers well because there is no hierarchy in the cultures and staff doesn't know their place. Etihad 5 star anytime.