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 1784 reviews
4/10
4 star Skytrax Rating
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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
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