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 1779 reviews
4/10
4 star Skytrax Rating
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1/10

"a poor choice for travel"

(Bahrain)

Trip Verified | After from Bahrain to Barcelona on 25 December 2023, my suitcase (an American Tourister 28" worth about $250) was damaged by Etihad's handling team. Upon arrival, there was no Etihad help desk at Barcelona airport. The airport staff helped us file a damage report since Etihad wasn't there to assist. Normally, airlines provide a replacement right away, but we had to buy a new suitcase ourselves for €264 the next day, as shops were closed for Christmas. We sent all the paperwork to Etihad, asking for a refund. Three months later, they only offered $50 or a $75 travel voucher. They ignored our situation and showed no concern for the inconvenience caused. Etihad's customer service is terribly disappointing, making it a poor choice for travel.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBahrain to Barcelona 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
7/10

"definitely not my airline of choice"

(Japan)

Trip Verified | Much better value for money when compared to competitors. The herringbone seat on their new A350 was fantastic (great privacy with screen door, comfortable lie flat bed, ergonomic storage options). Food was fine - nothing to write home about though. I was surprised that they policed what I could order after my first meal. They have an “all day menu” that one can theoretically order from throughout the flight (so no set meal times). They didn’t let me have anything else after I had a sandwich mid flight claiming they didn’t have enough to go around - this on a 12 hour flight! Entertainment options were pretty lacking too (just three episodes each of five US sitcoms for TV shows + a modest movie selection), and wifi was slow. Toilets did not seem to get cleaned very much. All in all, not bad for the price, but definitely not my airline of choice.
AircraftA350-1000
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteTokyo to Abu Dhabi
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"worst airline I have traveled on"

(United Kingdom)

Trip Verified | You are better off paying a few hundred quids extra on BA and getting 50 kgs checked in allowance. No point wasting time with Etihad. Absolutely the worst airline I have traveled on. They expect you to carry 7 kgs in cabin baggage for a 14 hours international journey. The baggage allowance should include your laptop, charger, any electronics (as they anyway cannot be checked in) like ipad phone headphones etc. and no personal handbag allowed. If excess the cost is 4000 per kg. Which means I might as well abandon a bag at the airport with my underwear and other toiletries, as they are definitely not worth taking. Which idiotic airline has this “no personal baggage” rule for a 14 hours international flight? No point wasting time with Etihad it’s not worth it at all. Run in the opposite direction even if they give you a free flight
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBangalore to London via Abu Dhabi
Date FlownMarch 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

“lack of assistance and support”

(Bahrain)

Not Verified | My recent experience with Etihad Airlines was incredibly disappointing. The abrupt cancellation of our flight without clear explanations was frustrating. What made matters worse was the lack of assistance and support provided to all passengers during this ordeal, and with no guidance from the airline's staff, but this experience highlighted a significant failure in communication and customer service. I had expected better from Etihad but sadly today's experience was really very very bad.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBahrain to Philippines
Date FlownMarch 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

"Very bad service"

(Philippines)

Trip Verified | Canceling our flight without prior notice to all passengers is very bad. We passengers leave in different places. And then they will tell you that it's cancel.. I have a lot of things to do and it's all arrange according to my plan. We're waiting long time and this assistance is not good. Very bad service. Not ever again
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBahrain to Manila via Abu Dhabi
Date FlownMarch 2024
Ground Service 12345
Value For Money 12345
no
1/10

"Etihad is a con artist"

(South Africa)

Trip Verified | I have to fly from Johannesburg to Ahmedabad for business. I initially booked on another airline, which would have resulted in two stopovers with long connections. Etihad advertises a free one- or two-day stopover in Abu Dhabi, and I decided to take them up on the offer, as I would arrive in AUH early in the evening and depart late the next day. (18hrs 45min) I selected the free stopover box and made the booking. When I wanted to make a free hotel booking, I could not. Somewhere, hidden in the terms and conditions, three layers down, it says the offer only applies for layovers of over 24 hours. However, nowhere in the sophisticated booking process is a checksum saying, "If layover < 24 hrs, warn the guest". I called customer service to change my flight out to the next evening, which would give me a longer stay. I paid USD 30 to contact the call centre (rip-off) and paid the penalty for changing my flight. When I wanted to book the "free stopover", I could not because now they claim they had no rooms available. Now I would have to stay 28 hours at the airport. Naturally, the airline is protected by well-hidden terms and conditions. The problem is that it is not possible to verify if rooms are available unless you have a booking reference. Etihad is a con artist. They use predatory pricing, misleading advertising, and bogus offers to entrap passengers and extort additional payments. Eventually, my trip cost me nearly USD 300 more. Etihad is now blacklisted in my company,.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteJohannesburg to Ahmedabad via Abu Dhabi
Date FlownMarch 2024
Value For Money 12345
no
1/10

""scam if not worse"

(Italy)

Trip Verified | I booked flights to BKK in September 2023 with a stop over in Abu Dhabi on the return for 6 nights. To date, March 6, 2024, my flights have been changed 4 times. The days of my holiday no longer correspond to the program but I cannot change them except with a crazy penalty because "I have already changed the flights". They changed them for me and I was forced to restore them. I cannot cancel the flight without a penalty of 60% (sixty percent) of the total cost of the ticket and I cannot change the dates. Call center staff bouncing off responsibilities, no one tells me anything even though I booked directly on their site. I would define the unfairness of this company as "scam" if not worse. They told me that if they "make" me (so them, not me) another change then I can cancel without penalty. But what are the rules? And what's more, paying for 2 passengers in Business. Ho prenotato a settembre 2023 i voli per BKK con stop over ad Abu Dhabi al ritorno di 6 notti. Ad oggi, 6 marzo 2024, mi hanno cambiato i voli 4 volte. I giorni della mia vacanza non corrispondono più al programma ma, non posso cambiarli se non con una penale pazzesca perchè "ho già modificato i voli". NON è VERO, me li hanno cambiati loro e io sono stata costretta a ripristinarli. Non posso cancellare il volo se non con una penale del 60% (sessanta percento) del costo totale del biglietto e non posso modificare le date. Personale call center che rimbalza le responsabilità, nessuno mi dice niente anche se ho prenotato direttamente sul loro sito. La scorrettezza di questa compagnia la definirei "raggiro" se non peggio. Mi hanno detto che se mi "fanno" (quindi loro, non io) un altro cambio allora posso annullare senza penale. Ma che regole sono? E per di più pagando per2 passeggeri in Business.
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteMilan to Bangkok via Abu Dhabi
Date FlownSeptember 2023
Value For Money 12345
no
1/10

“forced to be separated on-board”

(United Kingdom)

Trip Verified | Appalling customer service for business class passengers Flight 1 LHR-AUH Although we had paid a premium to select our seats together as a family of 5 (including 3 small children aged 6 and under) - we were forced to be separated on-board. We paid extra ($160USD per p) This caused the children to be extremely distressed when they were disorientated in Abu Dhabi. It also created safety concerns around leaving the children to go to the bathroom themselves on a flight of strangers. When we raised the issue with a flight attendant, they said we should have raised this with ground staff even though there is no Etihad ground staff at either Heathrow or Sydney. They simply advised we should make a “complaint” on your website showing no empathy for the situation. Flight 3 SYD-AUH 1. No fast track through security and customs was offered even though we were priority with children flying business. There was also no priority lane when checking in to our flight at the bag drop off 2. The lounge was at capacity in Sydney and no food or drinks were available. We were declined access. 3. One TV screen did not work the entire time. A wifi code was offered that did not work. A glaring light was coming from the screen making it difficult to sleep to which the staff put a blanket over it. 4. The staff ran out of basic snacks such as crisps which is not what you expect from a business class flight. Flight 4 AUH-LHR 1. No priority to people with children or business class when going through security 2. Again we faced the same issue when we were boarding the flight due to a lack of communication from ground staff. There was no priority for business passengers or those with children (nothing we were both) 3. Again one seat did not have a working screen, this time it was a seat that was an individual one, not a part of a pair meaning a 6 year old and 5 year old were sitting by themselves with no adult supervision or help during meal time. We spent significant money ensuring the children were supported throughout the flight and it is appalling that for BOTH flights one screen did not work. 4. The three children were not offered meals on the 14 hour flight. No one spoke to the parents/ guardians and we needed to question the staff on the orders. By the time this was done, they did not have any meals available. I am not sure how you can board a flight without enough food for all passengers. Avoid this airline at all costs. I have submitted a complaint and asked for a refund for the $800 we spent to sit as a family and simply been ignored. There is no complaints process or escalation process. This airline is completely unregulated and have no customer service even if you are a silver member.
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteSydney to London
Date FlownDecember 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
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