Ethiopian Airlines

✅ Trip Verified | We had two flights with Ethiopian Airways, 1. O’Hare to Addis Ababa and 2. Addis Ababa to Cape Town. Both flights we had a horrible experience. For the first flight the two of us initially purchased economy tickets but then upgraded to business class online for both passengers. At the check-in desk at O’Hare the workers informed us that 2 upgrades were placed under one name. They accused us of doing this and said our only options were for one of us to sit in economy or to pay the airport upgrade price, which was $500 more that what we paid for the online upgrade. After 20 minutes of arguing and speaking with a woman who identified herself as a supervisor, we surrendered and paid the airport upgrade fee so we did not miss our flight. Eventually I called and emailed Ethiopian Airlines and was refunded this. Why should customers have to fight for something we booked accurately AND paid for already? The online system couldn't have allowed me to do two upgrades on one person for one flight. It just is not possible. The second flight was the most jaw dropping events.....On 10/12 the plane flew from Cape Town from Addis Ababa relatively on time at around 1440. The captain announced overhead that we could not land because an aircraft on the runway had compromised the our ability to land (fuel or hydraulic fluid issue, which I learned several days later on my own). We flew around in circles for 45 minutes over Cape Town waiting for the runway to be cleared. The captain announced we would be landing in Cape Town shortly, workers were simply inspecting the runway to make sure conditions were optimal. Five minutes passed since the announcement and I noticed on the inflight 3D maps that the flight was rerouted heading north to Johannesburg. The captain did not inform us of this plan until 10 minutes after we were in route. How is this acceptable? What was supposed to be a 6 hour flight turned into TWO days of uncertainty, stress, no accommodations by Ethiopian Airways, and no guidance. Unexpected delays included; 45 minutes flying around Cape Town in attempts to land, a 120 minute unexpected flight to Johannesburg, 2.5hrs waiting on the plane in Johannesburg for a solution only to be told we needed to disembark, hours waiting to check into a hotel that was arranged by myself, TWO unplanned hotel nights in Johannesburg that were not compensated for, and a flight on 10/14 purchased by myself. Although this runway closure is not Ethiopian’s fault, the communication by Ethiopian was despicable. The were no instructions (hotel and future flight) or compensation given or even discussed. We were told we would be contacted via telephone for a future flight arrangement; however, two days later we heard nothing. In attempts to receive a departure flight out of Johannesburg, I called the customer service number 3 times; the evening of 10/12, the morning of 10/13, and the afternoon 10/13. On the morning of 10/13, I learned that the runway at CPT was open since it was noted on their social media. All customer service representatives said they had no information and we would be contacted. I gave up and purchased a flight to Cape Town with another airline. To this day and time we have not been contacted about a flight out of Johannesburg. Furthermore, while waiting on the plane for 2.5hrs in Johannesburg, the crew was far from apologetic and offered zero customer service.

✅ Trip Verified | Plane from Milan to Addis was overcrowded with excessive amounts of hand luggage. The aircraft itself has not been maintained on the inside, MY ifE screen not working, some toilet not operational. None of our 4 flights departed on time with the third being so late that they had to delay our connecting flight without any effort to make up the time in the air. I would not recommend using this airline.

Not Verified | Worst flights ever. No ventilation above heads, we both came home unwell. Poor old movie with limited choice on small very old screens which my partners didn't work. Attendants didn't answer the call buttons and just switched them off. Food was awful. We flew from Ghana through Ethiopia and onto Singapore. Will never travel again as it is overpriced for what you get.

✅ Trip Verified | The first flight was reasonable with adequate legroom even for my 6' 2" tall husband and the food was ok. The entertainment selection was very dated with no new films and very poor music selection. The second flight was on an older plane with minimum leg room so very cramped and no seatback entertainment at all. The return flights were both A350 planes and on the first leg, when my meal tray was put on my tray table it slid off as the hinge was broken along with the seatback entertainment screen. The passenger information announcements were very difficult to hear and understand as they were spoken too quickly.

Not Verified | Superb flight London to Addis Ababa overnight. Left stand at Heathrow exactly on time arrived Addis exactly on time. A350 is brilliant. Staff helpful as always. Pre ordered meals delivered efficiently. Look forward to trying the new Gatwick to Addis route next time.

✅ Trip Verified | Worst customer experience ever, first and definitely last time I'll use Ethiopian Airlines. Very poor customer care from hostesses, lost my baggage and even after providing all necessary details online, they only found 1 baggage. No delivery was provided and so I had to return to the airport at my own expense to pick up the luggage at a later date. I contacted them by email but I have not received any response or compensation whatsoever for the inconveniences and expenses this airline has caused me. Very disappointing and unprofessional.

✅ Trip Verified | They lost my bag a week ago and still haven't found it. I travelled with an infant who I bought a seat for but wasn't given any package for her, (baby food, toiletries,). The cabin crew were unfriendly to me. I was suprised that they didn't offer things like socks, toothpaste in economy class. Their entertainment was very limited. Food wasn't impressive.

Not Verified | Flight was very pleasant and staff extremely professional. The call centre is very incompetent, a simple flight change takes up to 4 phone calls of 30 minutes each. They are rude and extra services and seat prepaid services like lounge, seat selections are not honoured with no refunds.

✅ Trip Verified | Everything was fine until I arrived in Nairobi and my luggage had not arrived. Instead, it was sent to Mumbai and I had to wait to have it returned to me. No delivery was provided and so I had to return to the airport at my own expense to pick up the luggage at a later date. I contacted them by email but I have not received any response or compensation whatsoever for the inconveniences and expenses this airline has caused me.

✅ Trip Verified | 1. I paid for an upgraded seat which I never received. 2. In addressing the air hostess and head management I was told “ we are full so sit down” 3. The television screen was broken and I was told it would be reset, 6 hrs later nothing ! And don’t ask for ear headsets because they seem to decide when and who can have. These are not handed freely! 4. The staff chose to ignore general passengers when they ask for anything and often reply “I’ll go look, or let me see“ and never come back or just avoid getting to you at all. 5. They rudely wake you up when serving anything and if you ask for anything additional they feel the need to blame you for not taking at the right time. 6. Staff were untidy I would think pride in what you do starts from appearance. 7. This airline needs serious intervention and Management needs guidance on handling staff and passengers. 8. To top it off, they must know they are a problem as at the end of the flight not one member of the crew was found at the door exiting and I came from the back of the plane so they had ample time to converse and say farewell to passengers as all other airlines do, I suppose they knew what passengers would say to them and chose to go elsewhere.