Etihad Airways

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 1759 reviews
4/10
4 star Skytrax Rating
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2/10

"customer service unsatisfactory"

(Ireland)

Dublin to Nairobi via Abu Dhabi and a fairly positive experience inflight - nice cabin, friendly staff and the food was edible. My bags however were delayed. This can happen to any airline, but my issue is that since my return I have made a claim with the airline with regards to the costs incurred as a result of the baggage delay. For the last 3 months I have sent countless emails without a single reply from the Etihad Airways baggage claim team or their supposed feedback team. The level of customer service is completely unsatisfactory and downright unprofessional. It is simply not good enough. I would advise people to avoid Etihad at all costs, as when something does go wrong they are nowhere to be found.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDUB to NBO via AUH
Date FlownAugust 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
8/10

"seat is comfortable"

(Brazil)

Bangkok to São Paulo via AUH with Etihad Airways. Check in was okay at BKK Airport. Etihad shares the longe with Thai, so its hard to find in the airport, not comfortable, limited selection of food and beverages. Boarding was a little confused. Once I was seated, things changed. The business cabin chief introduced herself and asked what I would like to drink. Also asked when I wanted the meal to be served. You can choose from 3 diferent menus what you'd like to eat and when. Seat is comfortable and full 180' flat bed. Entertainment is OK, but no wifi available. Arriving in AUH on time, hired the excellent meet and greet service: they meet you at the aircraft door, escort you to the business lounge and pick you up back to board next flight. All in all a good experience. I will fly again if I get a good business class offer.
AircraftBoeing 777-300
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteBKK to GRU via AUH
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
8/10

"A380 was brilliant"

(United Kingdom)

London Heathrow to Abu Dhabi return and my first time on an A380 which was brilliant. On the outbound flight, the plane was almost full, but the return flight was almost empty. The product is marvellous and food was also nice, staff were friendly. Seat pitch of good size and a good selection of movies and entertainment. However, I was a little bit disappointed as were were not served drinks after the aircraft was airborne. They were not served until before the lunch. Emirates serves these soon after takeoff.
AircraftA380-800
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLHR to AUH
Date FlownNovember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
5/10

"food quality seems worse"

(United Arab Emirates)

Abu Dhabi to Hyderabad with Etihad Airways, travelling with two kids aged 6 and 8. The food quality seems to keep getting worse. Two screens out of the three were not functional, and of course staff are unable to help with this predicament. The website did not allow me to check online for some reason though this has never happened before. This caused additional inconvenience as I was travelling with children. They have partnered with Jet Airways on this route and are unable to maintain quality. Had travelled to Chicago early this year and the service was excellent on that route.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAUH to HYD
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"not respond until after I returned"

(United Kingdom)

Edinburgh to Bangkok via Abu Dhabi. Poor seats that didn't recline, dirty table, poor service and terrible food. I complained about broken seats that didn't reline but was told just needed to stay, as flight was full. Emailed Etihad four times to try and solve the problem for return flight over a 2 week period, they did not respond until after I returned. They offered me 10000 air miles for the dirty tables, non relining seats, missed connections and lost luggage. First and last time I will use Etihad. If you want wifi you have to pay, staff on 2 of the 4 flights had to be asked 4-5 times for water and tea.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteEDI to BKK via AUH
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
8/10

"a pleasant experience"

(Nigeria)

Lagos to Dubai via Abu Dhabi with Etihad Airways. The flight was delayed by about 30 minutes in Lagos due to late arrival but once airborne everything was quite organised, snacks served within 30 minutes of take off, meals were quite hot. There were drinks on request. IFE was okay considering that I was able to watch CNN and BBC live, I didn't try the wifi. My kids were entertained with the cartoons. Attendants were very friendly and quite busy through the flight period. Check in Lagos was smooth and easy, got my bags after clearing immigration at Abu Dhabi. Express coach was on ground to take me and my family to Dubai once we were outside the airport. Overall it was a pleasant experience. If you are on a tight budget then you might want to consider this airline.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLOS to DXB via AUH
Date FlownJanuary 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"the trip was fine"

(United Kingdom)

First time using Etihad Airways. Unable to check in online for whatever reason, however I noticed the bagdrop at T4 was the same length as the check in line! Boarding quick I booked the front seat 40J on the lower deck, full flight but seat was fine, with no seat in front and lots of room. PTV worked well, great screen and noise cancelling headset. Food and service was okay. Landed about 10 min late which with a short 45 min connection for the connection to DXB (via road) meant missing the bus with no options for 3 hrs. I chose to pay for a taxi myself. Etihad Airways ground staff at AUH are pretty useless and uninterested. Return checked in at the Ethiad Travel Mall in Dubai with connection to AUH via road, bags checked to LHR. Once at AUH quick security I also paid for a lounge which was okay. Again seat 40J. Flight departed on time at 02:30am, a quick snack before lights out, breakfast served about 2 hrs out of Heathrow. The trip was fine as expected. I might try again in business class for the right price but would probably opt for Qatar Airways given the choice.
AircraftA380-800
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLHR to DXB via AUH
Date FlownJanuary 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"32 hour nightmare"

(Singapore)

I booked Singapore to Larnaca return trip through them, assuming they would be at par with the other Arab airlines. My nightmare started when the airline decided to simply cancel my flight and rebook me to a return flight 4 days later. They assume people have no job. Then they changed my single stop flight to a triple stop 32 hour nightmare. No apologies, no refund, no explanation. During this ordeal, I was told by one of the so called Etihad Airways staff in Abu Dhabi that we would be upgraded to business class in order to access the lounge in at least 1 of the legs of this hellish flight. Not only did that not happen, and I had to spend a total of 11 hours in transit walking around airport like a gypsy, we had no food on the last leg of the flight. To top it all, after 32 hours they lost both out luggage, despite confirmations at each leg of the way that the luggage was on board. Yes, the planes were pretty, but that can be taken for granted on all these airlines. This was by far the worst airline I ever flown on. The cheap fare is not worth it.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSIN to LCA via AUH
Date FlownJanuary 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
8/10

"fares are competitive"

(United Kingdom)

Kuala Lumpur to London via Abu Dhabi. I fly from UK to and from Asia several times a year in economy and choose Etihad Airways. Fares are competitive and service excellent. On the last occasion the flight from Kuala Lumpur was delayed to mean the connection in Abu Dhabi for the flight to LHR was missed but I received notification of the change in flight times well in advance, and was kept informed of what was going on. I always check in online and the process is very smooth when I turn up to the airport in person. Service and food on both flights was also fine. Crew were busy - full flights but were attentive and available. Abu Dhabi airport struggles to keep up with the movements of passengers at peak times so the airport is pretty congested when you arrive there early morning or late at night so queues at transit security are always long. Also the use of coaching gates and longish bus rides from aircraft to terminal is not what I like but seems unavoidable given the rapid growth at AUH - I look forward to the airport enhancements.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKUL to LHR via AUH
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"avoid long haul B777"

(Belgium)

Brussels to Melbourne via Abu Dhabi. Chose Etihad as they offered a slghtly cheaper fare and I flew with them a couple of times for business purposes which were good experiences. Flights arrived slightly ahead of schedule and layover in Abu Dhabi was bearable. A330 between BRU and AUH is comfortable with good seat width and legroom - being 1m90 tall it is possible to fully stretch my legs under the seat in front. The B777 (3 class) is another story - the seat width is ok if you take the window seat (not as claustrophobic as I read). The legroom was however limited by the support bar of the seat in front and it is not possible to fit your leg in between the bar and the side of the plane. This makes it rather uncomfortable for a 13h flight. Maybe an aisle seat would have been slightly better. Service from the staff was very good on the flights between BRU and AUH. Friendly with a smile, and frequent drinks service. Between AUH and MEL it was not as good but still okay. Food was good except for the breakfasts. It’s announced as a ‘light breakfast’ on the menu but it is heavy and sweet. IFE was ok but lacked comedy shows episodes. The touchscreens are not the best but with the remote it can be navigated quickly. In short their A330 service is very good and would fly them again. I'd however avoid an Etihad long haul B777 flight in the future if competition offers similar prices.
AircraftA330 / Boeing 777
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBRU to MEL via AUH
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes