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 1761 reviews
4/10
4 star Skytrax Rating
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2/10

"it is now pointless being loyal"

(United Arab Emirates)

Not Verified | As general feedback the new airport is a huge step forward than the older terminal. But this appears to have impacted not only the ground service but the flight service. Staff are all clearly new or either have taken on an air of supremacy - service is cold - snappy - arrogant. Gold and platinum members are now never recognised and it is now pointless being loyal as they have trebled the miles needed and never have upgrade seats available on any routes for months. Keep it up - the reviews speak from themselves. I’ll move to Qatar Airways with better service and which appreciate loyalty. This new CEO arrogance is evident with the attitude and miserable personalities and attitude of the staff - after 14 years as a gold member - good bye !
AircraftA321
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteMale to Abu Dhabi
Date FlownJanuary 2024
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

"much less then unprofessional"

(Italy)

Not Verified | Review is for a flight due February 14, 2024. The service of call center is much less then unprofessional and should need a - (minus) before the stars. Call to Italy and 2 from Abu Dhabi to get apologies but none is interested in solving their own problems or give a kind of compensation. I am a gold member of this airline and give you an advise, stay away because if you have any kind of problem, (caused by yourself or by them), none will be willing to help, unless you pay of course!
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteMilan to Abu dhabi
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Service was horrible"

(Australia)

Trip Verified |  I am commenting only Abu Dhabi to Sydney route EY454 17 Jan 2024. Me, my wife and my daughter travelled business class. Service was horrible. Ordered meals and some drinks to a tall bearded steward. Meals came drinks forgotten. This guy seemed to be ashamed of his job and thinks too big for himself. Later I ordered some drinks and a girl promptly delivered it but not even a packet of peanut. Similarly my daughter ordered some water from this same guy and it never came till such time she asked him if there is a water shortage.
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteAbu Dhabi to Sydney
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
4/10

"service is really sub-par"

(United Kingdom)

Trip Verified | The service is really sub-par and the dietary options in 2024 are ten years behind other airlines. I had no working entertainment console for a 14.5 hour flight and no meal options due to a shortage of vegetarian options. In total I paid 1.7K to fly with them and felt really short-changed!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Sydney via Abu Dhabi
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
5/10

"given three different seats"

(India)

Trip Verified |   I want to express my thanks to the wonderful crew on the Abu Dhabi to Kolkata flight, especially Nadia, Maryam, Makbool, and Sahid. I had talked to Etihad Airways customer care earlier and booked my daughter's ticket through them. I asked to link her ticket with my wife's, and they assured me. I also booked wheelchair assistance for my wife, and it was provided. When I inquired about special assistance at the airport, they said the ground staff would be helpful. However, when I reached the airport today and requested special assistance for check-in due to my wife's inability to stand in queues, there were challenges. I was told to wait in a chair, but others who arrived later were checked in before me. Despite my efforts to seek assistance from ground staff, it wasn't provided until Maria intervened. A supervisor named Pathini then rudely insisted I go back to the end of the regular line. After a brief argument, I was allowed through a different line near the business class. At the counter, I encountered staff who was unprofessional and insisted all luggage be separate. This was contrary to my previous experiences, where our family's luggage was accepted together. Despite explaining my situation, she refused to accept my wife and daughter's hand luggage in the total weight, causing confusion and frustration. I eventually had to give a 14 kg bag to someone else, and then requested seats together for my wife and daughter. Despite prior assurances from customer care, I was given three different seats. I am currently facing the issue of my luggage being stuck in Doha
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDoha to Kolkata via Abu Dhabi
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Very rude ground staff"

(India)

Trip Verified | Very rude ground staff of Etihad Airways at Ahmedabad Airport. Inflight staff was good. This staff humiliates to passengers. This feedback is latest when my Daughter was traveling this Airline on 29.12.2023 thru EV 285 Flight.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAhmedabad to Toronto via Abu Dhabi
Date FlownDecember 2023
Ground Service 12345
Value For Money 12345
no
2/10

"Terrible unfortunate experience"

(Italy)

Trip Verified | Terrible unfortunate experience. Never encountered such inexperienced and incompetent ground staff. But being inexperienced and incompetent is one thing and being curt and arrogant is another. That is uncalled for and simply unacceptable. Couldn’t wait to get away from the toxic environment. Firstly, for unknown reason when I arrived to check in my seat for unjustified reason was put on stand by. After the employee called the aircraft that issue was solved of course still no explanation and then followed one incompetence after the other. Having compassion for the lady I stayed patient and calm but when her colleague but as her colleague started becoming so rude and talking to me in an aggressive, rude and incomprehensible manner, that’s when I asked him his name as he wasn’t wearing a badge but of course he didn’t give his name. It’s so unfortunate and disappointing to be treated in such a curt and aggressive manner by an airline employee.
AircraftA320
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAbu Dhabi to Jeddah
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"exploitative baggage policies"

(Canada)

Trip Verified | While the in-flight service on Etihad Airways was quite decent, the service on the ground and the issues with the app/website, along with their exploitative baggage policies make this airline one that I would never fly with again. I had an economy class ticket but paid for an upgrade to Business Class for the second leg of the flight. I had attempted numerous times prior to this flight to add an extra checked bag via the airline's website as well as the Etihad app, and each time I tried to do so there was an error asking me to try again later. As a result, I ended up having to check the bag at the airport. When I got to the airport and tried to explain my situation, I was told that because I didn't book the bag online (keep in mind that I literally couldn't) the charge would be higher - I ended up having to pay 2,860 SAR ($1083.41 CAD) to check one 20kg bag. This was more than the cost of buying an entirely separate economy class ticket, and was the case despite me having paid to upgrade to Business Class for the second leg of the flight. In addition to this, the Etihad staff at Riyadh airport handwrote an additional fee onto the receipt and refused to provide me with baggage tags unless I also paid the extra fee, without any explanation for why they added it on. The check-in agent specifically noted that I "should have picked a different airline" if I wanted all of the fees to be actually printed on the receipt. When I spoke with Etihad staff in Abu Dhabi regarding the same issue, they told me that it was essentially my fault the website and app didn't work properly, and that I "didn't really have a choice but to pay all the fees which is too bad". I filed a complaint with Etihad Airways the same day as my flight (when I asked staff what the contact information was for the airline to do so, they told me that I "should know how to use Google"). They eventually wrote back two weeks later, with the following reply: -- "Please note that The excess baggage can only be issued on Etihad flights and where itineraries involve other airlines excess baggage can be purchased at the airport We appreciate your understanding regarding this matter." -- This reply is not applicable to my situation at all, given that all of my flights were flown by Etihad Airways (as can be confirmed on my attached boarding passes), and the ticket was booked directly with Etihad Airways and not with a third party. I replied to this message, and have had only radio silence since November 24, 2023. I therefore feel that I have given Etihad Airways more than a reasonable timeframe to reply to my concerns prior to posting this review. I should mention that the in-flight service by the crew on both flights was excellent, particularly in Business Class from AUH-DUB, where the crew was pleasant, attentive, and caring. The A350-1000 was also a very clean and quiet plane, although the A320 from RUH-AUH was a bit dated. Ultimately, if it wasn't for the incredibly rude and condescending way I was treated on the ground (both in Riyadh and Abu Dhabi), plus the lack of acknowledgement by the airline that the app and website have significant issues (ultimately I have penalized immensely for Etihad's technical problems), I would have rated the airline much better.
AircraftA320 / A350-1000
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteRiyadh to Dublin via Abu Dhabi
Date FlownNovember 2023
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

"Will never fly Etihad again"

(Indonesia)

Not Verified | The worst business flight I had in 2023. Despite purchasing a business class ticket from Etihad for a full flat all aisle access we were downgraded to a Wamos aging A330 with broken seat, broken, IFE system, appalling IFE content and terrible food. Total disgrace. Will never fly Etihad again.
AircraftA330
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteJakarta to Abu Dhabi
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"a shocking level of negligence"

(India)

Trip Verified | Having arrived on 17.09.2023 from Dallas Fort Worth to Ahmadabad, my ordeal began when I discovered my wheelchair missing. What ensued over the last 3 months has been a frustrating odyssey of failed attempts at resolution, highlighting a shocking level of negligence and insensitivity on the part of Etihad Airways. Despite my relentless efforts to communicate and seek a resolution, each attempt has been met with silence. As an individual with a disability, my wheelchair is not a mere convenience; it is a fundamental necessity for my mobility. The loss of this crucial aid has disrupted my daily life in ways beyond comprehension. My presentation of an option to Etihad Airways suggesting the expedited purchase of a replacement wheelchair has yielded no tangible results. I extend a cautionary note to potential travelers, urging them to exercise careful consideration before choosing Etihad Airways. The evident lack of concern for my predicament is not just an isolated incident; it reflects a broader pattern of neglect and apathy towards customer service.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteChicago to Ahmedabad via Abu Dhabi
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no