Ethiopian Airlines

Not Verified | What a mistake! The flight to Cape Town was delayed from leaving Madrid as well as leaving Addis Ababa. We also had major delays heading back home and we even lost our connecting flight. Hundreds of passengers we realized were in the same position when we arrived at the Ethiopian Airline help desk, which only opened at 9.30am. This is definitely going to be the last time I book a flight through Ethiopian Airlines. I'd rather wait 5 hours in Dubai the next time I go to Cape Town, at least Emirates has never given us the same problem.

✅ Trip Verified | Travelled from FRA to KGL via ADD and BJM on 3-4 January 2019 on A350-900 for the first time – and 737 on the regional flights. Check-in in FRA was not easy, neither on line nor in Airport and I got a bad seat in the middle of a middle section 1 row away from the rear toilets – sat in 46 F. However, they granted me space of two seats as 1 passenger did not show up. Flight full and almost on time. In Addis, bus gating from remote stand took >50 Minutes to disembark the aircraft as they only provided disembarking from a single door in front. Furthermore, they provided only a single bus at a time for 300+ passengers. In FRA they failed to print out my second BP, this often happens with ET and is very annoying as one has to queue up again in Addis to get the second. In ADD, I went to Cloud Nine Lounge though I am at present ineligible without elite status and on economy ticket. However, the lounge reception were kind and let me in meanwhile they upgraded from economy to business for 15,000 miles for next leg to KGL over BJM. Cloud Nine Lounge was nice, X-mas decorations and only half full. The last trip became much more pleasurable and peaceful than the first one though on a much smaller, modest aircraft. Departure champagne given. Luggage arrived perfectly after having traveled 6 legs prior to final destination.

✅ Trip Verified | London to Johannesburg return via Addis return. I was unable to use the self check in service at home or at Heathrow Airport. It took 45 minutes to check in at Heathrow even though they were only two people ahead of me. They were there making enquiries about flights. I was allocated a middle seat next to the toilets, and I was sitting between two large men. The plane was over booked and some passengers sat with the flight attendants, they were very noisy and were chatting in loud voices with the attendants through out the journey. For the evening meal I was served a tiny roll with melted butter and a filling which was supposedly chicken and a cup of coffee. I was never asked to choose. I do not eat chicken or drink coffee. The flight attendants were not attentive and were very selective in the manner they treated passengers. I was not offered a blanket even though I asked for one several times. On my return I came via Addis on the 25th and arriving at Bole on the 26th of Nov at 5am. On arrival I noticed that I had left my residence card in Johannesburg when I tried to board the flight to London. The check in flight attendant ceased my passport, boarding pass and my baggage stickers. She left me seated at the departure lounge departure lounge until the plane had left. She did not explain what was to happen next but she refused to hand back any of my documents. After two hours she said I must go to the Interlink Desk down stairs and that she would meet me there. I waited for her at the Interlink desk and she never showed up, the staff were not aware of what was happening. They only came to know about my case late afternoon, even then no one could update me or tell me about what was happening. They Interlink staff said they had received my documents from check-in-attendant but they were not going to release my documents. I asked if I could fly back to Johannesburg to try and retrieve my missing document, but I was told I was not allowed to. I spent the day and half the at the airport being ignored. On the 26th late afternoon I was told I was booked on a flight back to Johannesburg. I asked about my luggage and was told the luggage 42kg had been sent to Johannesburg. The staff in Bole refused to hand over my passport but gave it to the flight attendants. When I arrived in Johannesburg I was escorted by two immigration staff off the flight. The immigration staff in Johannesburg handed me back my documents and let me go. I checked for my luggage at the Ethiopian desk, the staff there were not helpful they refused to note that my luggage was missing and advised me to check for it in Heathrow. I booked a direct flight with another airline and I tried to trace my luggage in Heathrow it had not arrived. I luggage remains missing, I have tried to make contact with Ethiopian Airlines in UK through the numbers provided on website and by writing emails to different offices both in UK and Addis both my emails and phone calls have not been answered. I have made several trips to Heathrow trying to make contact and I have been made aware that the desk is only open between 14.15 to 19.15. The phones listed are either in active or are not being answered. Its sad to note that a carrier as big as ET can provide such poor service.

✅ Trip Verified | Harare to Washington via Addis Ababa. On checking in at HRE International airport I was discouraged when seeing that our boarding passes (we had checked in 24 hours before and secured family seating as we were traveling with an infant under 2 years) had been changed as a smaller aircraft was now being used. But a lovely lady went above and beyond to check is in with another seat next to us to allow for the extra room that family seating would have allowed. Wow this member of staff went above and beyond and started our journey on a good note. Our flight was long with an arduous stop in Zambia, Addis, then Dublin, but the staff were warm, friendly and went the extra mile. They were lovely and made the incredibly long flight manageable. The service was good. I think the food could always improve, but it was a pleasant experience. We actually arrived early in DC, which is always a plus. Thank you Ethiopian Airlines team.

✅ Trip Verified | Nairobi to Chicago via Addis Ababa. I had all types of problems from them changing the flight on me to them deleting my daughters name off their system to the flight attendant refusing us to board yet it was their mistake and I have an infant standing outside in the cold while everyone else boards. I booked my tickets and requested windows seats all through, when we boarded our flight to Chicago on our return, they say myself and my baby next to the toilet and couldn’t move us. I'm very very disappointed and I will never fly with them again.

✅ Trip Verified | Sao Paulo to Addis Ababa. I made an online checkin this airline. The boarding pass showed the flight was 5 hours late (7.10 instead of 2.10 am). Not having anywhere to go, I arrived at airport at midnight. I was told that the boarding pass was issued and that the flight was on time. No damage was done, but you wonder what kind of airline would make such a drastic mistake and not make any effort to correct it.

✅ Trip Verified | Newark to Addis Ababa. They cancelled my flight a day before the trip without notifying me and put me on a flight that was 2 days later. There was no communication regarding this. Luckily i Checked the flight status in the morning. I somehow managed to get the tickets moved to next day, this threw my plans of the trip off and not to mention the inconvenience it added for me with a 3 year old kid. I contacted to the Ethiopian customer service to tell them about the situation all they did was route me from one center to the other. I raised a ticket with them on their website. I did not get any response. I sent them a follow up email after 2 weeks , they did not get back, not even a simple apology. The attitude is so unprofessional. I'm surprised this is how they treat their customer.

✅ Trip Verified | Dubai to Kigali via Addis Ababa. I wasn’t expecting their service was one of the best airlines, it was exceptional and very accomodating. I have to give 5 star to one of the Cabin Crew, she did her job very professional! I was surprised with her gesture, there was no meat food left so i refused to take the vegetable food,but after few minutes she came back giving me business class food just for me to eat. She was so kind!

✅ Trip Verified | Tokyo to Ouagadougou via Addis Ababa. When I booked my flights my expectations were quite low, especially compared to some Middle Eastern airlines. I have to say it was very satisfactory for the price I paid. The one area, however, that I would want them to improve is the food. The food was average to awful during the flights, especially the one during ADD to OUA and back was almost impossible to eat. It was fish with lots of cabbage with cabbage pickle. However, The rest was fairly fine. The newly renovated airport in Addis Ababa is partially opened adding extra seats and comfort. The staff were friendly and attentive. The cleanliness was acceptable too. On board entertainment could be better, but wasn't bad either. So, yes. Overall for Price value--Very good. With a better food, it would be excellent.

✅ Trip Verified | Kuala Lumpur - Singapore in Business Class with Ethiopian Airlines. Initially got seat 4L, but since that was for the pilot not on duty, I was then relocated to 1L. Comfort seat with good cabin crew service, even though less interaction. Food was inadequate for C class.