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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1/10

"disappointed with the service"

(Australia)

Trip Verified | Perth to London via Abu Dhabi. I am extremely disappointed with the service I received. When we checked in I asked if it was ok that I didn't have a return ticket out of the EU. The lady assured me that it would not be an issue. After travelling for 30 hours and waiting for our flight to Portugal from London we were denied access on the plane for this reason. They cancelled my ticket and refused a refund or to help in any way. My boyfriend then had to forfeit his flight to help me get to Portugal. We spent 4 hours in and out of terminals to contact Etihad with them to simply reply that they can do nothing! We then called there call centre just to be told the same thing. Due to such bad customer service we have lost so much money. We had to then spend 250 euros for a new flight just because of such bad customer service and being told false information. So after 30 hours of flying we are down another 500€ and have to spend another 22 hours waiting in an airport for our flight. They also refused to help us find where our luggage was and still have no idea if it will be coming with us on the flight tomorrow. Etihad still say that they can't do anything to help.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePerth to London via Abu Dhabi
Date FlownDecember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
7/10

"a satisfactory experience"

(Malawi)

Trip Verified | Nairobi to Manchester via Abu Dhabi. The service was quite good, particularly on the NBO - AUH leg, and seats were fairly comfortable. I thought the IFE was a bit limited in choice but I was still able to find something to watch. The seats on the Boeing 777 are quite tight but I was fortunate that the plane wasn't full and I was able to have the entire row to myself. For both legs the food was OK and the cabin crew were always hand to provide assistance. Overall a satisfactory experience and I would fly with Etihad again.
AircraftA320 / B777-300
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNairobi to Manchester via Abu Dhabi
Date FlownJune 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"another disappointing experience"

(Vietnam)

Trip Verified | Frankfurt to Abu Dhabi. Yet another disappointing experience on Etihad. Even though I boarded 30 minutes before take off, the front door was closed already and I had to be in the queue with all other passengers. I was neither accompanied to my seat (2K) nor formally greeted and welcomed back on board even though this should be standard procedure when traveling First. There were neither German newspapers nor any magazines on board, finally a newspaper from the day before was offered to me. My dinner-choice was not available any more and this flying 1st class and being a platinum member with Etihad. Since I opted for fish the only offer I got was the salmon from business-class instead the cod from First. The ‘new’ amenity-kit was another disappointment. While it’s still the same cheap plastic-kit in a fake (now blue instead of black) leather look, the quality and number of items inside have been reduced and the nice little pouch containing skin care products disappeared. Not even a razor is supplied any more. It now basically contains only what the Etihad former business-class kit contained (which has been discontinued). The whole flight through I was never addressed by name, drinks have been only re-filled upon request and even for a hot towel after dinner I had to ask for. Upon arrival we could not de-board first (door 2 was opened first) and were brought late to the arrival hall in an overcrowded economy-class bus. At least passport control was fast and all my bags were on the belt when I finally arrived there.
AircraftA330
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteFrankfurt to Abu Dhabi
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
8/10

"Very good inflight entertainment"

(France)

Trip Verified | Abu Dhabi to Paris. The aircraft took off 5 minutes before scheduled and arrived 25 minutes before scheduled landing time. So, enough time for transit in Paris Charles de Gaulle airport. Very good in flight entertainment system, should be turn on from embarkation to disembarkation. In flight meals should have been served in accordance with landing area local time, and not 1 hour after take off.
AircraftBoeing 777-300ER
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAbu Dhabi to Paris
Date FlownNovember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
9/10

"A big choice of films"

(France)

Trip Verified | Paris to Abu Dhabi. The aircraft took off at time and arrived 15 min before scheduled time of arrival in Abu Dhabi. A big choice of films for inflight entertainment. In flight meal: medium taste and tray too small. Lunch served 1hr after take off and nothing before arrival (landing time at 8.10pm). The lunch could have been served in accordance with landing area local time.
AircraftBoeing 777-300ER
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteParis to Abu Dhabi
Date FlownNovember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
3/10

"disgraceful cost cutting"

(Germany)

Trip Verified | Bangkok to Abu Dhabi. Worst Business Class experience ever! To begin with, Etihad hands out amenity kits to its business class passengers on select routes only, BKK-AUH not being one of those routes. What a disgraceful cost cutting measure. Meal service was lousy. The main dish was lukewarm, my wine glass not refilled once and when the flight attendant took my plate away, she did not even ask if I wanted cheese or dessert. Same flight attendant had to be reminded to return my garment bag to me after landing which she had stored in a closet before take-off. I have been flying with Etihad for many years now. The decline from first to last in class is truly amazing. I am beginning to understand the deeper meaning of their slogan "flying re-imagined"!
AircraftBoeing 777
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteBangkok to Abu Dhabi
Date FlownNovember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
9/10

"overall great experience"

(United Kingdom)

Trip Verified | Ho Chi Minh City to Edinburgh via Abu Dhabi. I was very impressed with Etihad Airways. The flight was delayed due to weather, so I missed my connecting flight (also Etihad Airways) but the airline had re-routed me onto another flight to reach our destination. My baggage arrived at my final destination on time, without any issues, despite the delays, missed connections, change of route etc. The staff were very friendly,. The seats were comfortable, food was good, and overall great experience! Would fly with them again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHo Chi Minh City to Edinburgh via Abu Dhabi
Date FlownNovember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

Etihad Airways customer review

(India)

Trip Verified | Mumbai to Johannesburg via Abu Dhabi with my parents. The flight Mumbai to Abu Dhabi was supposed to be operated by Jet airways at around 5:05 am. The flight was cancelled due to the runway problem caused by heavy rainfall in Mumbai. After informing, both the airlines tried to avoid the issue by sending us to the counters of other airways. The only thing Etihad did just provide us the customer care phone number in India. I came to know the customer care was unable to re-schedule the tickets until they receive the confirmed report about the flight cancellation from their partner airways (Jet). We really surprised after knowing that customer service can only re-schedule the tickets in normal office hour, even after such kind of emergency. We managed to receive the re-scheduled tickets after 5 hours. Meanwhile, I sent an email to Etihad for the re-scheduled tickets at 6:50 am. Till today, I did not get any response. I lodged the complaint to the Etihad feedback) on 10th Oct 2017. I received the reply on 13th Oct from the Etihad guest relation officer who insisted me to liaise directly with Jet Airways (Note that I lodged the complaint to Jet airways on 3rd Oct and were not interested to discuss the concerns I raised. I am waiting for the correspondence from Etihad till today but Etihad is trying to ignore the issue and insisting to deal with their partner airline. 2. My parents were returning from Cape Town on 31st Oct 2017 and reached Mumbai on 1st Nov 2017. The wheelchair facilities were booked for them in Johannesburg and Abu Dhabi airport for transfer. They did not get the facilities in Abu Dhabi airport. We are waiting for the response from Etihad after lodging the complaint on 5th Nov 2017.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMumbai to Johannesburg via Abu Dhabi
Date FlownSeptember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"more like 3 stars?"

(Australia)

Verified Review | Sydney to Paris via Abu Dhabi. How does Etihad get 5 stars rating, when their true standards are more like 3 stars? I chose them because they were the cheapest ticket (even less than China South Airlines!), but wish I had paid more. Seats were truly cramped, and the aircraft looked tattered but worse it was quite dirty. Bathrooms were disgusting near the end of the second flight. Food portions very small and cabin attendants seemed very unhappy to be serving (or not!). Used Qatar Airways last February and they are so much better.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSydney to Paris via Abu Dhabi
Date FlownNovember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
5/10

"needs to improve the cleanliness"

(United States)

Verified Review | New York to Colombo return via Abu Dhabi. Colombo to Abu Dhabi on a small A320 aircraft. The economy class was over 90% full and it was very hot. I informed to a flight stewardess. She offered me another seat by the emergency exit row, which did not make any difference. Return flight from Abu Dhabi to New York was not a full flight yet it took nearly half an hour for the cabin crew to respond after hitting the button. Finally, we ended up walking to their kitchen every time we needed water. Food from JFK to AUH, the dinner was awful. Coming back to JFK from AUH, the food was excellent! Etihad did not offer me a choice of food for breakfast. Etihad needs to improve the cleanliness of their economy class cabin. Etihad could offer wifi onboard for free or at least improve the service. I purchased 5MB for 30 mins for $4.95 but it lost the connection within the first five minutes, while I still had 4.8MB left. Very disappointing!
AircraftA380 / A320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNew York to Colombo via Abu Dhabi
Date FlownNovember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no