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 1621 reviews
4/10
4 star Skytrax Rating
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10/10

"obvious and effective COVID-Safe practices in place"

(South Africa)

Not Verified | Despite many airlines flailing around and scrambling to cut costs throughout 2020's COVID pandemic, Etihad still maintains the top-spot on my personal airline tier list. Boarding and disembarking was flawless with obvious and effective COVID-Safe practices in place. Throughout the flight all passengers (regardless of seating class) were looked after by friendly, polite and professional cabin staff. Another excellent flight on Etihad.
AircraftBoeing 787-9
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteGeneva to Abu Dhabi
Date FlownNovember 2020
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

"no physical distancing from Abu Dhabi to Karachi"

(Canada)

Not Verified | Great physical distancing and socially responsible on Toronto to Abu Dhabi. Unfortunately, no physical distancing from Abu Dhabi to Karachi. How deplorable for such a big airline to act so irresponsibly. Emirates was only 200 hundred dollars more, however I had to buy ticket in emergency and couldn't wait for Emirates date to fly due to emergency in the family.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteToronto to Karachi via Abu Dhabi
Date FlownNovember 2020
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
10/10

"COVID safety clearly in place"

(United Arab Emirates)

Trip Verified | Business Class outbound August and returning September Abu Dhabi Airport was very quiet, in so sailed through check In and Security . Lounge food was order only and served in plastic but considering the Covid - it is what it is. Both flights were exceptional COVID safety clearly in place with Staff enforcing masks and requirements. Both flights quiet, so staff offered attentive service at all times - food was good yet menu had less options but similar to Non Covid times. I am Gold with Etihad and have been flying them since they began operations - One has witnessed the good and bad times but this flights team were top marks. A special call out to the male cabin crew member on my return who could not be more professional. Top marks - in these challenging times - Its great to see high morale on service. I for one remain loyal to Etihad - like all services there have been slips but they try hard.
AircraftBoeing 787
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteAbu Dhabi to Dublin
Date FlownSeptember 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"I hope to fly with you again soon"

(Netherlands)

Trip Verified | Etihad They offer good services for a very reasonable price and is my favourite airline! Unfortunately, due to Covid, I had to cancel my flight which was booked for July. I understand that this pandemic is incredibly difficult for airlines, and even though I had to wait a little while, everything was solved very well. Thank you, Etihad and I hope to fly with you again soon!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAbu Dhabi to Casablanca
Date FlownFebruary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
2/10

"I never did get the refund"

(Netherlands)

Not Verified | This is concerning the refunds which were promised after the flight to Colombo was cancelled. Due to Covid-19, we were not able to embark on our flight to Dusseldorf, as it was cancelled. We had expected this, and therefore it did not come as a surprise. In order to get my tickets refunded, I called Etihad in the third week of July, and they promised me the full flight would be refunded within 40 days. I was very pleased with the quality and kindness of the helpdesk. However, I never did get the refund that I was promised, and when I tried to call Etihad from the Netherlands, I couldn't get anyone on the phone. Chatting on Facebook and sending an e-mail also did not work. I really would like to get the refund, as it was paid from my own pocket and I am studying currently. Hence, even though the customer service was well set up when I called in July, I haven't been able to contact Etihad since, and I have not been contacted by them either to inform me about the refund.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDusseldorf to Colombo via Abu Dhabi
Date FlownJuly 2020
Value For Money 12345
no
9/10

"got a free cushion and amenities"

(Sri Lanka)

Trip Verified | Comfy seats with legrest. I got a free cushion and amenities which was nice. Not much food options though. The crew were welcoming and enthusiastic in serving the customers.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteColombo to Abu Dhabi
Date FlownJune 2019
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 nice first class service"

(France)

Trip Verified | When I entered the plane a nice welcome was done by the cabin crew who gave me a champagne with Arabic dates. They prepared the bed on my first class suite. Sleep was ok. The next morning the crew served me breakfast with lot's of options to eat. About 2 hours before landing in Paris the crew asked whether I needed a shower and I said yes. The plane had a shower area. I showered and after landing the crew greeted me goodbye. A nice first class service that I recommend to others.
AircraftA380
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteColombo to Paris via Abu Dhabi
Date FlownOctober 2019
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

"The worst customer service"

(United Arab Emirates)

Trip Verified | Moscow to Abu Dhabi flight on 23 September was canceled. I was calling to call center on 20th and 21st of September. The worst service I faced from all airlines i used to fly before. The girl who answered call on 21/09 was rude, and provide me wrong information. If in my hand, I will get refund and never buy tickets from Etihad. The worst customer service. Will not recommend
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMoscow to Abu Dhabi
Date FlownSeptember 2020
Value For Money 12345
no
1/10

"response continues to be subpar"

(United Kingdom)

Trip Verified | While I can appreciate the impact that COVID-19 has had on the airline industry, for a supposed quality airline their response continues to be subpar. Not only was the experience of flight cancellation by Etihad at a foreign airport quite awful; customer service was equally unhelpful. I was told a refund would take up to two months yet here I am having not heard from them at all. It should be noted that they initially attempted to give everyone vouchers valid for about 6 months instead of money paid for cancelled flights (illegal). Unfortunately have had to go the charge back route to obtain money owed for no service provided and my bank has advised they are disputing this - under what grounds I am unclear. Even budget carriers have treated their customers with more respect at this time. Avoid.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Manila via Abu Dhabi
Date FlownMarch 2020
Value For Money 12345
no
2/10

"has shown no customer service"

(United Kingdom)

Trip Verified | Etihad has shown no customer service on our flights, during the cancellation period and responding to our complaint. Budget airlines take much better care of their customers than Etihad and that’s fact. They apologise only for the impact of covid 19, but not for the awful treatment during our outbound flight (pre covid 19) and what happened following the cancelled flight and the subsequent lack of response from Etihad until we used a complaint website. But they have still decided to close our complaint with no apology, no explanation and no refund that we requested on 15 Apr 20. Etihad had a Duty of Care for its guests. Covid 19 was out of their control but that doesn’t allow them to just leave passengers stranded in a foreign country without, food, accommodation, money and no way of getting back to their home country. Sleeping on the airport floor, stressed and upset and not knowing how we will get home. No Etihad staff available for help we were just left there to sort it ourselves. We managed to get a flight back to the UK 5 days later and paid silly money. Etihad have not apologised or explained why they did not help or assist stranded passengers following the cancellation. We just cannot believe that an airline like Etihad would treat its customers so poorly. No explanation or apology. It has taken 17 e-mails and phone calls to their CEO and 3 other executives, Customer Services, Feedback Team and Etihad Guest to get a 1 line response – “COVID 19” and the case has been closed. The flight was cancelled due to COVID-19 which we understand is out of their control, however, this doesn’t give Etihad the green light to abandon their passengers. Requested our flight refund on 15 Apr and have not received a penny as at 24 Aug 20. Rude and unhelpful staff on the outbound flight. Cancelled returned flight 1.5 hours prior to take off. Finally offered us $60 bonus credit and 2,500 Etihad Guest miles but our refund had to be a credit note. Why would we want to fly with an airline that treats their customers so badly? Our additional expenses reached £1,500 and we are still struggling to pay this off. The one-way flight for 2 home was £1188 and Etihad offers us a refund of £304, which we are still waiting for. We bought and paid for 2 return flights to Bangkok and that’s what we should be given!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBangkok to London via Abu Dhabi
Date FlownMarch 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"still trying to get a refund back after fifteen weeks"

(Australia)

Trip Verified | I have flown a few times with Etihad. As an airline I find them slightly above average. I am a frequent flyer with Platinum Status so I get to use their first class lounge which is amazing. The food and service in this lounge is fantastic. However I have had a food mix up once where I didn't eat for fourteen hours and they had no back up plan. On the negative side I am still trying to get a refund back after fifteen weeks. Their website refers to refunds in 45 days but because I booked through a travel agent they wont help me directly. They can't give me any information and keep referring me back to the travel agent. Corporate Traveller is the travel agent and they tell me they have escalated this and are still waiting on Etihad. This run around and no direct answer is driving me nuts. It is not just my flight but my partners as well as I was due to get married. Etihad monitors their complaints and tell you publicly they will fix it but don't do anything "Etihad does not hold monies for any third party reservations". They tell you to ask the travel agent to contact their Etihad sales representative etc. Would prefer a quick conference call with the travel agent and Etihad to fix this. I will continue to review them on as many different websites as possible to warn other travelers that may expect to get a refund, 15 weeks is a bit much and still counting for a refund.
AircraftA380-800
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSydney to Abu Dhabi via Manchester
Date FlownMay 2020
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

"Information inaccurate and inconsistent"

(United States)

Trip Verified | Aug 7 Called Etihad and instructed to re-book Aug 8 flight for Aug 10 flight due to delay in COVID testing results. Aug 7-8 Etihad failed to re-book Aug 9 Called again and instructed to rebook for Aug 10 - Etihad failed to re-book Aug 9 Called third time and instructed to rebook flight - Etihad rebooked for Aug 10 and charged "Change fee". Aug 10 - Notified at Raleigh Durham Airport by American Airlines that Etihad had cancelled my American Airlines Domestic and Etihad international flight without notification to me. Aug 10 - Etihad representatives were unsuccessful in re-booking flight within 45 minutes causing flight to be missed. Complaint: Etihad does not allow the user to re-book flights at this time. Etihad failed to re-book flight in time to avoid "No Show" fee. Etihad cancelled customer flight due to human error. Caused customer one week of lost wages due to canceling flight without notification to flight customer. Did not honor carriage contract. Approximately 150.00 USD inappropriately charged for "no-show" fee. Information provided to customers is inaccurate and inconsistent.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteChicago to Abu Dhabi
Date FlownAugust 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
8/10

"better service on some flights"

(United Arab Emirates)

Not Verified | The focus was on making sure everything was sanitized and for this reason meal service was not at the request but everyone had to dine at the same time. We were explained this was due to sanitization of the kitchen but only onboard. Our special meal was a bit disappointing and small and combined with not being able to order more was a bit of an inconvenience. Knowing this, I would have eaten more in the lounge and then slept through the flight instead FAs were reasonably attentive but you had to ask if you wanted another drink; there were not so many rounds of asking the passengers if they needed anything. The seat was as good as it gets - the best aircraft Etihad has to offer. But some wear was noticeable. The cabin was half-empty. Overall you can get better service on some flights or different airlines but if prices were lower and this would be the new standard it would still be a pleasant way to travel. The baggage allowance was generous (main motivation for flying BC) and check-in smooth despite having a few kgs extra.
AircraftBoeing 787-10
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteAbu Dhabi to Amsterdam
Date FlownJuly 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"I would not recommend them"

(Hong Kong)

Not Verified | Flight cancelled due to Covid-19. Fair enough. When called, they only have schedule until October so cannot move booking. I also had to cancel the last 2 flights as I would be charged a no show for them even though they cancelled the first 2. Have not had airport tax back, anything. They are vague on the phone. I also had bookings with BA and CX who could not have been easier to deal with. I don't mind a voucher I can use at Christmas of 2021 but sadly not even that. When an airline changes its terms and conditions and starts quoting them you know are in trouble. A costly mistake indeed. I would not recommend them.
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteHong Kong to London via Abu Dhabi
Date FlownJuly 2020
Value For Money 12345
no
1/10

"will not refund me"

(Philippines)

Trip Verified | Etihad cancelled my flight and will not refund me. I booked my family on this flight so we've lost a lot of money. I tried calling (now they removed all contact numbers) to no avail. I went to their office address and they closed their offices. Online, Etihad wants me to reschedule our flights for October 2020 but obviously we can't make that decision for now because it is still unsafe to travel. I opted to have a refund and they cut me off online. I cannot login or manage my flight on their website. I only want what is fair which is to get my money back because that is what any decent airline should do.
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteAbu Dhabi to Manila
Date FlownMay 2020
Value For Money 12345
no
1/10

"avoiding their responsibility"

(Australia)

Not Verified | We recently flew with Etihad Airways, what a mistake. They broke my hard shell suitcase which I had paid $399 for, so not a cheap suitcase. We reported it to Customer Service at the airport in Abu Dhabi the morning after we arrived, as we arrived at approximately 1am, and were told to ‘claim online’ and no further discussion was entered into as he was on his mobile phone. The following day, leaving Abu Dhabi we reported it at the Check-in Counter. Just as bluntly we were told “claim online”. Once we were home, we contacted Customer Service, and were told “you need the luggage claim tags and the tags from your bag from that flight”. The tags required from my bag had been removed by the Check-in Counter staff upon check in to apply the new flight tags, and the old luggage claim tickets were discarded once the new luggage claim tickets were issued. It was never mentioned that we should keep them to make a claim. They have refused to take responsibility for their actions, and cut us off completely saying try your Travel Insurance. Also, flying with them means uncertainty. Every single flight we had with Etihad did not leave at the specified time. Before we even got to the airport nearly every flight had been changed, several times and they were usually late departing anyway. They do not care about their customers and obviously do not take any responsibility for their careless treatment of luggage. Insulting their passengers and avoiding their responsibility is their speciality. This has been ongoing now for over 5 months, still with no resolution. They state that because we have no tags, they are not paying for the damage their staff caused. We keep getting shoved all over the place, and NOBODY is willing to help to solve this.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCairo to Canberra via Abu dhabi
Date FlownJanuary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"not received any transfer of funds"

(Australia)

Trip Verified | I first booked and paid ($3,763AUD) for multi city flights from Australia to Europe and China, with Etihad on 26 Nov 2019 for myself and my wife. Due to personal reasons we had to cancel our planned European holiday. I rang Etihad and cancelled the flights on 14 Dec 2019 – obviously well before the worldwide shutdown due to the Covid19 pandemic. Finally on 6 Jan after another phone call, Etihad sent me an email confirming the cancellation and a ‘generous’ refund of $1,362AUD. Following 12 phone calls, 9 emails and 26 weeks, I still do not have a refund. Etihad allege that a refund has been made, according to their records, however my bank has not received any transfer of funds. Two weeks ago I asked for proof of the refund. Guess what. I’m still waiting for proof. Numerous times, speaking with Etihad consultants, I’ve been promised that they will call back. But surprise surprise no call back. Does anyone know who I can escalate this issue to, considering I’m based in Australia?
AircraftBoeing 787
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMelbourne to Berlin via Abu Dhabi /Rome
Date FlownJune 2020
Value For Money 12345
no
1/10

"$3500 in cancellation fees"

(Australia)

Trip Verified | Melbourne to Athens via Abu Dhabi. Booked 5 tickets to fly to Greece to attend a wedding, Told by the travel agent Prahran Travel that our flights have been cancelled and all flights are cancelled for the next month. They offered us a credit note or we cancel our trip incurring $3500 in cancellation fees for a flight the Airline cancelled. Contacted the Airline directly and they confirmed the cancellation Fee. Contacted our travel insurance to be told not covered under the "Covid pandemic Clause" contacted the credit card provider "Not covered".
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMelbourne to Athens via Abu Dhabi
Date FlownMay 2020
Value For Money 12345
no
1/10

"refund would take a further 28 days"

(Australia)

Trip Verified | I booked three business class seats on return tickets - Melbourne to Cairo and back via Amman & Abu Dhabi to Melbourne. Departing 19th April with a return on the 7th May 2020. The tickets were purchased on 29th Nov 2019. Because of the COVID-19 pandemic I cancelled our family holiday on the 11th March 2020. I was told by Etihad that our refund would be $8,471.60 per ticket - $ 25,414.80 in total. It is now the 20th May and we have only received a one ticket refund. That ticket was our daughter’s. Which my wife’s and I paid for. The amount was for $8,171.60. Paid into our daughter’s bank account. This amount is different to what I was told back on the 11th March. No explanation to as to why the difference. I have had numerous communications with Etihad. Every time, our, refund claim was recognised and confirmed. Every time they used delaying tactics and lies. The last communication was on the 14th April confirming our refund would take a further 28 days to arrive. It is now the 20th of May 2020.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteMelbourne to Cairo via Abu Dhabi
Date FlownNovember 2019
Value For Money 12345
no
1/10

"Cheap profiteering attitude"

(India)

Trip Verified | My flights from New York to Chennai via Abu Dhabi was cancelled by Etihad Airways. Except for the cancellation message which gave details of miles, credits (which is of no use for me as I don't have a option to travel in future) nothing was specified about refund. Their contact centres too couldn't be contacted in real sense. Only recorded message. Finally I got them in my Twitter and they immediately messaged to come into a Direct Message. But I learnt that they were keen on charging me for their cancellation which shows their cheap profiteering attitude & unjust trade practices. As per standard fare rules they can charge a customer if the Customer cancels ticket. But they argue that since I agreed to the terms & conditions I should pay for the cancellation of flight though it was done by Etihad Airways which sounds absurd. Cheap profiteering attitude at times of pandemic.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew York to Chennai via Abu Dhabi
Date FlownMay 2020
Value For Money 12345
no
1/10

"Refusing to refund flights"

(Australia)

Trip Verified | Refusing to refund flights they cancelled! Last month Etihad cancelled my return flights to Europe. I was very surprised to be told I would only be given a credit voucher, not a refund. Etihad Conditions of Carriage state clearly at 10.2 Involuntary Refunds that they will give you a full refund if they can't provide the service. Etihad is refunding customers from US, EU, UK. They are trying to deceive AU customers about their rights. I will get my refund eventually, but I will never fly with Etihad ever again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSydney to London via Abu Dhabi
Date FlownApril 2020
Value For Money 12345
no
1/10

"given the run around by Etihad"

(Spain)

Not Verified | After being given the run around by Etihad, the travel agent and PayPal, I finely decided to contact MasterCard about raising a chargeback for a cancelled flight to Hanoi. I was informed by MasterCard that under EU law, any EU airlines or flights departing from EU airports are covered for cancellations under EU law and that the airline should refund within 7 days! Obviously they are trying to hold on to the passengers money and trying to force them into accepting something else or nothing at all! MasterCard told me that they would start chargeback proceedings and that I might also be covered under section 75 credit card act (UK law) which states that any online purchases between £100-£30,000 are covered and if the merchant doesn’t reimburse them the card company is liable and they will need to pay up. Unfortunately, if you use a 3rd party such as PayPal you might not be able to benefit from this additional cover. So, although I haven’t got anything back yet it is definitely looking more promising then just listening to the travel agent, PayPal or Etihad.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMadrid to Hanoi via Abu Dhabi
Date FlownMarch 2020
Value For Money 12345
no
1/10

"behavior is unacceptable"

(Spain)

Trip Verified | I bought two tickets in February 2020 on Etihad to fly back home to see our families and relatives. Due to the current situation our flights have been cancelled by them and, as many other people, we can’t go back home. After many hours on the phone and all the e-mails sent explaining our situation as international students living overseas and struggling to make ends meet at the end of the month, their response is to rebook the flights and keep the money as Etihad credits to spend within 1 year. They lied to us saying they will escalate the claim, but that never happened. Every time we called back, they didn’t have anything mentioned in our flight profile. In the flight cancelation e-mail they send to us, there’s a mention about the refund policy, saying some customers might be eligible for a full refund. So we asked for a full refund of our money. They reply with a three line e-mail, with the comment “Our response is fair. Respectfully, this case is now closed.” Their e-mails show a total lack of empathy with the customer, not caring at all about the situation or any explanation we could give. It’s totally unethical and outright immoral from Etihad to treat their customers as they do. Unfortunately, our experience with the company is the same as many other customers. Now, they force us to travel with them again, even if we don’t want to do it anymore. They force us to leave our thousands dollars in their accounts for their own benefit. This behavior is unacceptable for an international airline. We are very unhappy with the customer service and recommend not to use this airline.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMelbourne to Barcelona via Abu Dhabi
Date FlownMay 2020
Value For Money 12345
no
9/10

"service was excellent"

(United Kingdom)

Not Verified | Manchester to Bangkok via Abu Dhabi. Was very pleased with my flight to BKK. Clean modern plane, the service was excellent, food & drink were very good. Entertainment was also pretty good, plenty to watch on the TV monitor. I had enough room in my seat, leg room was ok. All in all very happy with Etihad.
AircraftBoeing 787
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteManchester to Bangkok via Abu Dhabi
Date FlownJanuary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"refusing to refund my fare"

(Australia)

Trip Verified | I was booked with Etihad from Istanbul to Dubai and then Dubai to London. They are refusing to refund my fare, despite the fact that they cancelled the flights. They are offering credit which I can not use and will lose all my money. They have advised that they reviewed their waver policy in response to Covid 19. How can they change conditions after I have purchased my tickets. All other airlines I was booked with on this trip, Qatar, Turkish and Finnair have refunded me in full. Trying to deal with Etihad’s customer relations is an absolute disgrace. I will be escalating my complaint but am wondering where else , or who else. I can lodge a complaint with.
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteIstanbul to Dubai
Date FlownApril 2020
Value For Money 12345
no
1/10

"refusing to offer any refund"

(Australia)

Not Verified | Etihad have cancelled my flight but are refusing to offer any refund only a credit. They cannot deliver the service that I have paid for but will not refund. I am also booked to return to Sydney with Qatar and they are offering a refund. I will never book with Etihad again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSydney to Amsterdam via Abu Dhabi
Date FlownApril 2020
Value For Money 12345
no
1/10

"Shame on you Etihad"

(Australia)

Not Verified | A few days ago I bought my flight to go back home from Cairns to Milan on the date 6th of May 2020. This morning I received their mail saying that 1 out of the 4 flights has been cancelled (the one from Abu Dhabi to Europe). So I called Ethiad to either find a different solution to go home or to get my refund. The answer was that their government has suspended all the travels to and from Abu Dhabi (so why just one flight has been cancelled and not all of them?!). Then I discovered that the same thing happened to other people weeks ago, so this means they knew already they couldn’t bring me home when they sold me the ticket, and that makes it even dodgier! Going back to the phone call with their customer service, they said there is no alternative flight at the moment cause they don’t know when they will be able to fly again. Fair enough, refund then! No. According to their policy, they don’t do a refund but just credit that I can use within 1 year. I don’t want a credit. How can a company behave in this way? Especially during a global emergency! How can you take advantage of poor people that are just trying to get home while stuck in another country? With the money you owe me, I could buy a new ticket with a more professional and ‘human’ company. Shame on you Etihad.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCairns to Milan via Abu Dhabi
Date FlownApril 2020
Value For Money 12345
no
1/10

"Disgusting customer service"

(Australia)

Trip Verified | Brisbane to Belgrade via Abu Dhabi. Disgusting customer service, no appreciation for loyality. We were supposed to fly out 06.04.20, for obvious reasons flights were cancelled. Submitted full refund online on the 16.03.20 at the time this was allowed, well, two weeks on, they changed their policy. Apparently they are allowed to do this, now 5 weeks later, nothing. Travel agent is not answering emails, last communication, was that they were waiting on Etihad. I have contacted anyone who would reply at Etihad Airways from gold guest services, customer feedback, fb messenger, and they all say, the fare has been refunded to the agent.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteBrisbane to Belgrade via Abu Dhabi
Date FlownApril 2020
Value For Money 12345
no
9/10

"Our flight was very pleasant"

(United States)

Not Verified | Myself and my wife booked our flight from Chicago to Mumbai and return from Bangalore to Chicago. After our tour in North India and Mumbai we were planning to go to Kerala and fly back from Bangalore. Due to the Corona virus spread in Kerala and Karnataka we were stranded in Mumbai. We decided to return from Mumbai to Chicago. I contacted the Ethihad airlines and explained our situation and requested to change our ticket from Mumbai to Chicago for 3/25/2020. Without any problem we were scheduled to fly back on 3/25/2020. Situation in Kerala, Karnataka and Maharastra were getting worse and we decided to return home on an early flight. Contacted the airlines on 3/20/23020. They understood the situation and rescheduled for our flight for 3/22/2020 which was the last flight left from India and had only two seats left on that flight in the business class. The customer service representative was very kind to meet our urgent need. Our flight was very pleasant and comfortable. The hostesses were friendly and professional.
AircraftBoeing 777
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteChicago to Mumbai
Date FlownMarch 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"unethical and outright immoral"

(United Arab Emirates)

Trip Verified | Abu Dhabi to Dublin. We are all well aware of the current, I would say crisis globally. One would feel that many airlines are now under serious pressure to stay afloat be they government or private operations , and we as customers understand this as well as empathise with them and more so the impact to their employees. I had a flight booked back since Jan 2020 for may 8th, it was cancelled as I understand and naturally appreciated the update well in advance at April 16th. Being a loyal gold member for many years I am used to the limitations airlines go through. What I do not appreciate and this is not for me but for persons who have booked Base fares or sales fares is that Etihad Policy is as per your ticket if they cancel a flight it is you who suffers. They push the credit to the Etihad bank so can reuse the cash amount in the next 8 months? But the best part is that if you decide that you don't feel that you can fly in the future they will refund you but based only on your ticket criteria and the premise that you had voluntarily cancelled (although you had not ) meaning you get 5 % to nothing just taxes back refund. This is outrageous, unethical and out right immoral. A shameful practice for any one who may not have the luxury to fly often and spend their hard earned money on annual or Bi annual ticket home to see family. Etihad I have been loyal to you but this is a new low, shame on you. As I have said it is not me as I am lucky to be able to bank the credit but other people who can not, you have taken their money with an cavalier arrogance.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteAbu Dhabi to Dublin
Date FlownApril 2020
Value For Money 12345
no
1/10

"no option for a refund"

(Greece)

Trip Verified | Bangkok to Athens via Abu Dhabi. I have already two canceled tickets and this one is the third one! They were accepting bookings until 16th of April for the flights in May, surprisingly they had the cheapest tickets to come back to Europe. I booked the flight on 13th April and on 16th they canceled everything for any destination in Europe. Of course there is no option for a refund on the website.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBangkok to Athens via Abu Dhabi
Date FlownApril 2020
Value For Money 12345
no
1/10

"refusing to give full refunds"

(United Kingdom)

Trip Verified | Sydney to London via Abu Dhabi. Etihad are refusing to give full refunds to customers for flights cancelled. Instead they are offering credit. This is worse than useless. We are severely out of pocket and don't know when or when we will be able to fly again. All we want is for you to give us back the money.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSydney to London via Abu Dhabi
Date FlownApril 2020
Value For Money 12345
no
1/10

"don’t care for their customers"

(Netherlands)

Not Verified | Sent them a message to change our flight because of Corona to another date and from another place. It says that you can change the ticket and the place for free. We wanted to leave 4 weaks earlier back home because we were scared that they would close the airport in the country where we are. They stopped flying for 2 weeks and changing the flight online is not possible. They are also not working together with other airlines to bring their customers home. You are forced to wait and only to fly back home with them. They don’t inform you and they don’t even care. They just send you some standard messages when you ask them a question and no options offered at all. Now, our original flight is cancelled so we booked with Qatar Airways and pay again. We will send Etihad Airways a message to give us a refund, they only offer vouchers but we are not accepting this, not only because they cancelled but also because they don’t care for their customers.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAmsterdam to Colombo via Abu Dhabi
Date FlownJanuary 2020
Value For Money 12345
no
3/10

"acted terribly in this crisis"

(Ireland)

Not Verified | Sydney to Dublin via Abu Dhabi. Flights cancelled twice and refund was not given as an option in their cancellation email. Only a change of date or a credit to be used before Sept 2020. We are in the middle of a large crisis and they expect me to book a holiday in the midst of this? I eventually booked through another airline who got me home. I then rang customer service to request a refund as they could not provide me a flight to get home. I was eventually offered a refund but I was charged circa 350 australian dollars for the refund and wont receive for another 2 to 3 weeks. I found Etihad has acted terribly in this crisis, taking advantage of those in dire circumstances to keep their cash flow up. I will avoid in future going forward.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSydney to Dublin via Abu Dhabi
Date FlownApril 2020
Value For Money 12345
no
1/10

"Worse than a low cost carrier"

(India)

Trip Verified | Barcelona to Delhi via Abu Dhabi. Worse than a low cost carrier. Terrible leg room and seat comfort. No IFE. Food cold and inedible. One of the worst Economy classes I have ever been in.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBarcelona to Delhi via Abu Dhabi
Date FlownMarch 2020
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

"they cancelled our flight"

(Netherlands)

Trip Verified | Melbourne to Amsterdam via Abu Dhabi. Very disappointed about Etihad Airways. Within 36 hours after purchasing our ticket, they cancelled our flight. We asked for a full refund of the ticket price, but they said that due to the COVID 19 outbreak they won't pay us back. Etihad Airways is violating passenger rights. Other big and high-quality airlines are providing their customers with a full refund. I really hope that they swiftly change this policy.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMelbourne to Amsterdam via Abu Dhabi
Date FlownMarch 2020
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

"not worth the amount of money that I paid"

(Singapore)

Trip Verified | This is the worst airline I have ever used. Seats are old and not comfortable. I am 6'2" and I wasn't able to extend my legs more than 70% because there wasn't enough space to lay completely flat. Food is max premium economy but not more. If you ever flew with Qatar Airways, then you know what I mean. One meal was chicken, that was so dry that I had to return it! One meal was served with fish but as I don't eat fish, I asked for a different meal. Stewardess offered instead to remove the fish from my plate, which would leave me still with the fish smell! At snacks (nuts and stale cookies) for the rest of my flight! Had only 2 steak sandwiches on board and ran out after 2 hours into the flight, even though it was supposed to be available all the time. These things happened on all 4 business flights I used. The only thing constantly available was nuts and cookies (cookies were old and stale, soggy). Coffee machine was spoiled, so no latte for me on my return flight to Singapore. As I traveled there with Ethiad already, I can tell you that this is not an exception but a constant thing. Entertainment was outdated. No movies from late 2019 or 2020! Music was outdated as well. On my first flight from Singapore to Abu Dhabi, the stewardesses seemed absent and not properly trained for business class. The other flights the stewardesses were better but definitely not business class worthy. Had to change seats after takeoff because my window was loudly vibrating and the engine was super loud as well. Etihad got rid of the concierge service outside of Abu Dhabi as well. When I arrived in Germany and back at Singapore, I was completely exhausted and needed 2 days to recover. All-in-all not worth the amount of money that I paid. Going back to Qatar Airways, where I get superior service and quality food and I know that the airplanes are maintained properly and a free concierge service around the world. Sad, as this used to be a great airline until they got into financial trouble.
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteMunich to Singapore via Abu Dhabi
Date FlownMarch 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
4/10

"never been so uncomfortable"

(United Kingdom)

Trip Verified | Abu Dhabi to Bangkok. What a startling contrast to the first leg in from London on the A380, it was so badly different that I thought I was with a different airline. As this was a night flight I didn't eat until breakfast, which was fruit and coffee and was absolutely fine. Can't comment on the other food. For me the worst part of this was the old, dated and unbelievably uncomfortable seats and configuration being used in business class. I flew with Eithad on their A380 and Boeing 787 aircraft and you literally cannot compare! I have never been so uncomfortable in a seat, having flown economy lots of times historically - it was shocking. We flew for the majority of the flight through various level of turbulence (can't be helped of course) needless to say, I felt each and every bump due to the poor quality of the seat. Etihad, this product is severely letting you down! I would definitely reconsider flying this route again unless I knew for certain it wasn't on this aircraft.
AircraftBoeing 777
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteAbu Dhabi to Bangkok
Date FlownMarch 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
8/10

"comfortable and relaxing experience"

(United Kingdom)

Trip Verified | London Heathrow to Abu Dhabi. Check in, quick and efficient. What a superior aircraft the A380 is! The seat was extremely spacious and comfortable. The staff were efficient and super friendly. In flight entertainment was plentiful and varied. The food was ok, wasn't bad in any way, some of the dishes simply weren't for me. A comfortable and relaxing experience all round, would fly Etihad again on this aircraft.
AircraftA380
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteLondon Heathrow to Abu Dhabi
Date FlownMarch 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"don't care about customers"

(Russian Federation)

Trip Verified | Shame on Etihad Airways. They don't care about customers. No money refund, they offered me only $3 or rebook to fly again next time. I need money back to fly with another airlines. Even AirAsia refunded me 100%.
AircraftEY68 / EY418
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMoscow to Kuala Lumpur via Abu Dhabi
Date FlownFebruary 2020
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

"highly recommended"

(United Kingdom)

Trip Verified | Singapore to Manchester via Abu Dhabi. Treated myself to business class, could not fault the staff, attentive, polite, asked for an extra pillow & amenity kit which was no trouble, kept on re-filling my champagne glass, food was great, best sleep i’ve had on a plane, highly recommended.
AircraftBoeing 777-300ER / 787-10
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteSingapore to Manchester via Abu Dhabi
Date FlownMarch 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"did not offer any alternative"

(Belgium)

Not Verified | Bangkok to Brussels via Abu Dhabi. Due to the Corona crises they cancelled a ton of flights. They did not offer any alternative and warned only two days before departure. Instead of offering a full refund, they give you Etihad credit or cancellation with some cost. Also it is impossible to reach and when you get through you can hardly understand the operator. They only care about their dollars. Big minus.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBangkok to Brussels via Abu Dhabi
Date FlownMarch 2020
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

"profiting off the desperation"

(United Kingdom)

Trip Verified | Melbourne to London. Etihad doesn't even have the money I paid for my ticket in their accounts yet and they're still trying to charge a $622 cancellation fee despite the fact they cancelled the flight! Their only other option is credit for a future flight which is not helpful as highly unlikely to materialise in the near future. This is awful. They can't provide the service so they should refund. The only option remaining is for my bank to dispute the charge as fraudulent and that's not a sure thing and could take weeks. Vulnerable travellers are desperate to get home and these awful vultures are still selling flights they know they can't fulfil!! Etihad is profiting off the desperation.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMelbourne to London
Date FlownMarch 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"avoid Etihad at all cost"

(United Kingdom)

Trip Verified | Male to London via Abu Dhabi. Etihad cancelled our flights from Male, Maldives without notifying us in advance. Cancellation of the flights received by email 15min before check in counters opened! Etihad washed their hands and their representative did not offer any flight alternatives. Unable to leave the airport as Male city is off limits for foreigners. No one has provided basics such as water or food. Please avoid Etihad at all cost in the future!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMale to London via Abu Dhabi
Date FlownMarch 2020
Ground Service 12345
Value For Money 12345
no
3/10

"did not provide alternative options"

(Kazakhstan)

Trip Verified | Nursultan to Abu Dhabi. Since Kazakhstan introduced the Quarantine regime. Etihad Airways canceled the flight, and did not provide alternative options for returning tourists to their homeland. They Offering to return the cost of a return ticket, in the amount of $65 per person! but, the cost of tickets is much more expensive. In fact, tourists were simply left without the possibility of returning A self-respecting airline will not do that !!! And at least he will offer to transfer to another flight, and another airline! There must be some kind of interchange! And it outrages! Now, the opinion of Etihad Airways is spoiled. Please somehow make an impact on this airline. Because, my tourists had to buy tickets on their own.
AircraftA321
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteNursultan to Abu Dhabi
Date FlownMarch 2020
Value For Money 12345
no
2/10

"holds its passengers to ransom"

(United Kingdom)

Trip Verified | Singapore to London via Abu Dhabi. I thought it would be unwise to travel to Singapore with my 77yr old mother with underlying health conditions. I asked Etihad to reroute straight back to the Uk from Trivandrum via Abu Dhabi on the 21 March instead of 25th March via singapore. They asked £800 for both of us. I am disgusted at the way holds its passengers to ransom during a pandemic. Traveller be careful before with airlines who hold you to ransom. No thanks to Etihad Airways and my family will avoiding this airline.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSingapore to London via Abu Dhabi
Date FlownMarch 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"I won't fly with them again"

(United Kingdom)

Not Verified | Cochin to London via Abu Dhabi. We paid for seat upgrades on both legs of the journey but they did not match up with what we paid for. The cabin crew had to move us on the first leg as they had put a child next to the emergency exit - also we had paid for a window seat but didn't get one. I wrote to Etihad about this and they replied 'Thanks for your comments we look forward to you flying with us again' or something along those lines. I wrote again saying we did not get what we paid for and they have written back saying according to their records we did. The flight itself was ok - my issue is really with the dismissive customer service response since then. As a result of that I won't fly with them again but so what? They don't need my money or custom.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCochin to London via Abu Dhabi
Date FlownFebruary 2020
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

"didn’t give us all the money back"

(Greece)

Trip Verified | Athens to Abu Dhabi booked for 16th March. Because of the COVID-19 situation we were told to stay home, therefore we couldn’t travel. But even under those circumstances they didn’t give us all the money back.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAthens to Abu Dhabi
Date FlownMarch 2020
Value For Money 12345
no
1/10

"they will not allow any changes"

(United States)

Not Verified | Chicago to Cairo via Abu Dhabi. We have a trip planned in the upcoming weeks, and have tried to cancel our flights but as the countries we are traveling to are not on their current affected “list” they will not allow any changes. The seriousness of this pandemic is changing daily. Considering the outbreak developing in the USA, the restrictions being put in place on international flights, quarantines being forced, and the ease of transmission of the virus we do not feel safe leaving our home country. Etihad Airways has refused to acknowledge our situation and give us any options. It is during time such as this that we can differentiate between companies that put safety and customers first, and those that only think about themselves.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteChicago to Cairo via Abu Dhabi
Date FlownMarch 2020
Value For Money 12345
no
2/10

"our seats have been overbooked"

(Australia)

Not Verified | Sydney to Amsterdam via Abu Dhabi. We arriving to Sydney and checked in, I asked the Etihad agent for the boarding pass for the second leg and he assured me that we would collect this from the desk once we arrived to Abu Dhabi. I questioned the check-in agent as that has never happened to me before, and he assured me that it was an issue with printing and that it would be waiting for me at the business class lounge. Once we arrived we were asked continuously for the boarding pass and questioned why we didn’t get receive this in Sydney. We reiterated that the agent confirmed we would collect from the desks here in Abu Dhabi, this was a lie. They told us that we should have received both boarding passes and that our seats have been overbooked, therefor bumping us off our paid seats. We were offered another seat in Economy and that was it. There was no other flights that we were offered to us in the same class at another time of day. Etihad didn’t even offer to refund us the cost of our ticket, they gave us a partial refund of $300, which was a little insulting. I found the way that this news was conveyed to us really disappointing especially since the agent would have known at the time we checked in at Sydney and he did not notify us but rather lied to us.
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteSydney to Amsterdam via Abu Dhabi
Date FlownJanuary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no