Etihad Airways

✅ Trip Verified | Not much issues with the Outbound travel, except the flight crew attitude. The worst experience was at my Inbound journey. Let me start from the beginning On my flight from Cochin to Abu Dhabi, I had to wait for almost 1.30 Hrs. to get OK to Board. As you aware on arrival UAE visa is available for all US Green card holders. However the ground staff keep staying they need an OK to board. At last they manage to resolve that issue and I paid $100 for my additional baggage for Cochin to Charlotte. Again the flight crew experience was not good. In my Inbound travel there was a stopover of 2 days at Abu Dhabi. Due to Covid issues , I called the call center and make sure the reporting time is 3 hours prior to departure. On 6th morning I reached the departure Terminal at 6.30 AM, There was a long queue and all flights check in was done through the same counter. That looks weird to me. Usually there is a separate counter for each flight. The line was not moving so fast, so I report to your ground staff that my flight is for US, I have to do multiple immigration. The response is to stay in line At 8.00AM they called me and sent to separate counter for check in. Again in that that counter I have to wait for 15 minutes to get my turn. Check in staff verified all papers and visa Docs, then they advise me to pay $100 again for additional baggage. I told them that I already paid that money at Cochin and showed the receipt. Check in staff escalated that issue to her supervisor (that took another 15 minutes). Supervisor insist me to pay another $100 for additional baggage. Due to shortage of time, I couldn’t argue with them and agreed to pay. She sent me to another counter where I handover my US Visa credit card. He can’t process the payment in that counter due to some access issues, so he sent me back to the check in counter again. That exercise went 3 times. At the end I have to exchange the dollars in wallet to settle the payment (lost almost $15 on money exchange). At last they released me from the check in counter 45 minutes before flight departure. Literally I had to run to complete the immigration formalities. Again the flight crew experience was not good from AUH to JFK At JFK I got an announcement from Etihad staff that I can collect the luggage only at my final destination I got only 1 check in baggage at charlotte out of 2, 2nd one I got on Saturday morning (Jan 8th).

Not Verified | Terrible. Second worst airline I've ever flown with and I cannot even send them feedback because their feedback form doesn't work (keeps taking me back to the first step when I press continue). You know an airline is not good when you cannot even provide them with your feedback (I've been trying for days now). The only thing that was good about my flight with Etihad was that the food was edible and some of it was actually quite nice (although 1 meal on a 7 hour flight is stingy, especially when you see the cabin crew chowing down on leftover business class food). A few of the ground staff were very nice and the chairs are comfortable (the only major plus) but otherwise I would not recommend flying with Etihad at all.

✅ Trip Verified | Four legs with B787-9. Aircrafts clean, average inflight service and food. Check in in Malpensa of more than an hour. The Boeing 787 is quite silent, but the seat configuration 3-3-3 is really penalizing. Hard seats, after some hours of flight they are unbearable, difficult to sleep. Pitch of 31" about, too limited for long flights. Except the seats, I believe they did not bad, for me better than the last reports in this website.

✅ Trip Verified | Shocking that in 2022, Etihad would put us up in such an aircraft. Absolutely dated like from the 80s, no full-recline seats in Business Class. No cheese options with wine. Dessert with the western meal for Business at night was fruit salad. Must say, the hostess was exceptional. She even took down a complaint about the above, & said someone would call me, but no one bothered to.

Not Verified | Whilst going to and returning from Sydney the in flight experience was very good, the ground services were appalling. At Heathrow check in took over 45 minutes. At Sydney although bags were marked priority we and other business class passengers were the last to be able to retrieve our luggage. On the return flight the business lounge at Abu Dhabi was overcrowded and difficult to find a seat On arrival at Heathrow baggage reclaim was similar to Sydney with our luggage and that of other business class passenger being the last to be retrieved having eventually being found on another carousel. I sent an email complaining which had to be followed after a week later to elicit a reply. Eventually I received a reply saying that they were noting my observations This was followed almost immediately with another email saying complaint resolved. If flying business class I expect the whole flying experience to be good. This was definitely not so with Etihad and will make me wary next time.

✅ Trip Verified | I will comment about the attitude of the cabin crew on the Abu-Dhabi to Barcelona leg of my journey. I got the impression that the passengers were treated more of as an annoyance than paying customers by most members of the cabin crew. Also for a a long-haul journey, it seems not acceptable that not once were we offered a refill for our juice / coffee. And on entering and exiting the airplane, no greetings from the cabin crew. I will never fly Etihad again.

Not Verified | Flew economy class recently to Thailand. All 4 flights I don’t have anything at all good to say. Seats including seat space are shocking. Cabin crew service not great at all, crew need a lesson on how to actually deliver proper service including a drinks and snack service, before handing out food that you don’t really have a clue what is in this food. Snacks were a rubbish tasteless Bombay type mix nothing else on offer. Food dry and tasteless. Cabin crew some were nice some just thought they were a cut above their passengers. Nothing good at all to say about the service full stop. Definitely will not book with them again.

✅ Trip Verified | This is regarding my booking in Etihad Airways. I request the refund on 27-Dec-2021 due to the Covid conditions in one of my family members. I waited 2 weeks and then called Etihad about the status and I was told that it was processed on 29-Dec. I wanted another 2 weeks and asked again on 29-Jan-2022 and was told it was not processed. I escalated the issue and someone called me and confirmed that he is processing on the same day. I called again on 05-Feb-22 and was told it has processed on 04-Feb-2022. Each time I was asked to wait another 45 days. Due to this confusion, I am not sure if the request has been processed or not? and are all the agents lying? It has been 45 days and how long I can wait? This is the worst service I received.

✅ Trip Verified | From best airline to worst airline. Can’t change booking online, and the call center number does not work 9 times out of 10. Was charged a no show penalty of around 500$. Thing is, how to change your ticket when you can’t do it online and their call center number does not work? They also cancelled flights once with few days notice. As suggested by friends, I’ll book Emirates moving forward and fly from Dubai instead.

✅ Trip Verified | The experience in the flight EY42 Dublin to Abu Dhabi was really nice but the staff in Ey246 Abu Dhabi to Kochi was not friendly. I was suffering from severe headache and when I asked the cabin crew for a Panadol and a glass of water she told me straight away that she is not able to provide as she have many other jobs to do. I don’t know apart from serving the clients on board, what else is more important for her - it was totally disrespectful. I’m so sorry to write a review that it was totally a worst experience.

✅ Trip Verified | Extremely disappointing with the service from Etihad! I booked flights in economy with 23kg luggage included. The flight home i changed to a few weeks later and selected the value option what showed me to have included 30kg of luggage after i booked the new flight it only showed that i got 23kg off luggage included. I rang multiple time the customer hotline and ask why i didn’t get the 30kg what it showed when i changed the booking.. the lady on the phone pretty much said i should had done a screenshot because without it she cant do nothing about it. Really disappointed with the service provided!

✅ Trip Verified | Worst airline and facilities based on the comparative fares. I travelled from Toronto to Jeddah and back in business class. Both ways faced issues with the electronic system, TV, wifi and charger. Bought wifi which didn’t work and on complaining to the customer service on return got a pathetic response while admitting that issues i reported were correct. Business class lounge at Abu Dhabi is extremely crowded with minimum facilities, same at Toronto. Do not recommend.

✅ Trip Verified | When I tried to book a economy choice ticket to London from Chennai using student code in Etihad website, the checked baggage allowance showed was 45kg. After booking the ticket they changed it to 40kg allowance. When I called their customer service regarding this issue, this is what I was told: Baggage allowance has been reduced to 40kg because I booked the ticket using student code. I still cannot see a word showing checked baggage allowance will be reduced to 40kg if I use the code. The terms and conditions only shows (If the selected fare for your journey already includes a checked baggage allowance of 40kg or more in Economy or 50kg or more in Business, no further additional baggage allowance will apply when using the promo code STU10.). Clearly it says it no further will added and not reduced. But they reduced my baggage allowance. Also, their customer care takes hours to answer calls. Never going to choose Etihad in future. Etihad just lost a customer who would have become their regular.

✅ Trip Verified | The worst experience. I applied for quarantine packages to Etihad holiday and waited for four days, they didn't respond and then I made a call, they told me that I can book any hotel that I'd affiliated with Saudi embassy. I booked the hotel but when we arrived at the airport they said we don't accept this hotel. Many times they misguided me. I suggest you that don't book quarantine packages for this worst flight.

✅ Trip Verified | Etihad cancelled my flight with 5 hours notice and were unable to get me on another for 3 days. I understand and accept that flights occasionally need to be cancelled but there were two major issues with Etihad in this instance. Their communication email was gibberish and misleading. It said, at the same time, that the flight was cancelled and then below it confirmed it was going. At no time did Etihad offer to help with any accommodation, transportation, subsistence or anything. When I asked about recompense for my costs (including having to pay for another Covid test because the one I had would be beyond the 48 hour limit) I was informed that it is not Etihad's responsibility.

✅ Trip Verified | After booking our honeymoon flight to Maldives with stopover in Abu Dhabi with Etihad Airways they cancelled our flight and automatically rebooked us to a different one. The new flight times were not suitable to us so we cancelled the booking and asked for refund. We provided them with all necessary information that they demanded which was in August this year (2021). One of their employees (service coordinators) confirmed the initiation of the refund beginning of September with the comment it can take up to 45 work days for the transfer to be credited to our bank account. After waiting now for several months and a couple of additional calls to ask for the status we are still waiting for the refund!

✅ Trip Verified | It was the worst experience of my life. The counter staff at the airport was very unprofessional and rude, with no idea how to deal with customers. They must have to provide very good customer service training before making them sit on counters. First impression is the last. I would not recommend anyone to fly with Etihad.

✅ Trip Verified | Etihad Airways have basically stolen money from me by not returning money that I paid into their Travel Bank. They have advised me that even though I paid £1000 into the travel bank, even knowing that I won't use them, they will not refund me. Disgusting company, think twice before booking them.

Not Verified | In July 2019 I booked my flights with Etihad Airways via their online website...very good prices ($6,500 for 4 adults). We were suppose to travel from New Zealand to UK in March 2020 but Covid hit us and Etihad cancelled the flights. They initially said we could get a credit note but then offered a full refund but I had to wait 12 months after the original departure date. In April 2021 I submitted my refund request which was accepted and they said they had made the refund to my bank account. After a few months I hadn't received my refund so I started sending emails out via their website and messenger. They took ages to respond and it seemed they just wanted to appease you, hoping you would go away. In September 2021, after numerous emails they sent me a screen shot of the bank account they sent the refund to, but it wasn't mine. I sent more emails, then in November 2021 they said they had sent my refund to the wrong bank account and won't reissue the refund until they get the money back from who ever they sent it too. Now in December 2021, over 2 years later and still no refund and now they have stopped replying to my emails. Whatever you do, don't make the same mistake I did. Yes, they may be a little cheaper but there's a reason why, if something goes wrong you will be left high and dry and Etihad do not care one bit about you.

✅ Trip Verified | This was my 5th time flying onboard of Etihad Airways within the past few years. While my previous trip is 2 years ago, I feel like Etihad has improved their Economy product recently. I flew from Munich to Abu Dhabi in the Etihad Boeing 787-9 Economy Class. Even though I am 6ft3' tall, I had enough legroom for the 6 hour flight. The cabin crew were very kind and they had trained staff that were able to give you all the necessary Covid-related information about the flight, destination and so on. Before the departure, the crew handed out a Wellness kit with a face mask and hand sanitisers. I felt the cabin was very clean, crew also paid a lot of attention that covid guidelines were followed. The seat had a big touch screen with a remote and had hundreds of movies, tv series, live tv, music and even games! They also offered inflight WI-FI, which I didn't try though. 1,5 hrs after departure, the Crew handed out the meal which was delicious and the best meal I had in Economy Class. The cabin crew passed around to hand out beverages and had a big offering from alcoholic drinks, to soft drinks etc. Pleasantly surprised from Etihad. Will choose again for sure!

✅ Trip Verified | They will allow you very limited baggage allowance, if you need to buy more KGs it is unbelievably very very expensive, The seat choices is also very expensive e.g. exit seat more than 100 USD per passenger per leg So if you are family of 5 with 2 legs in one trip you need to pay around 1000 USD for such seat selection!

✅ Trip Verified | Started at Washington Dulles. Before going to the airport spent a half hour getting the files uploaded for Verified to Fly program. Got the email saying it was inputted. Got to airport and was told that it was not reviewed and that I had to go to the check-in but not verified line. I feel that was a waste of a half hour because they had to go over all of the same information I had inputted in the line before I got to the counter and then again at the counter. That is a lot of saying and showing the same thing. Boarding was average. Efficient. Flight left early. Flight attendants were very good and attentive. Inflight entertainment was excellent and the in seat power and communications was very good. Comfortable 12hr flight. The food was average for airplane food on an international flight I liked the mid flight sandwich the best. In Abu Dhabi the first class lounge was very nice with showers and food and drinks. The second leg of the flight went well. A bit tighter on the smaller plane but still nice service. Arrival in Male was uneventful. The return trip I did not even try to do the verified to travel and I feel that was probably a good save of my time. The boarding was a bit confusing getting on the bus but the flight left early and was very nice. I left my phone on the plane in Abu Dhabi and it was completely my fault. I realized it on the bus on the way to the terminal. As soon as I arrived at the terminal I went to the transfer desk and asked them to see if they could have someone get it from the plane. The agent was very nice and called 3 different people to try to help and he was told that no one could help and the only thing to do was fill out an online form to report it. This was 10 minutes after I walked off the plane. I was on the first bus. The cleaners were probably not even on the plane yet. I have worked for 4 different airlines and I design airports. I am well aware of exactly how much effort it takes to retrieve something off of an aircraft. Every airline is expected to get me from point A to point B safely. Most airlines will try to do it with some comfort. If you are going to try to be one of the best it is your customer service that has to stand out and this is point where Etihad failed. This cannot be the first time someone has left something on a plane. Since it had only been minutes there should have been a way to quickly retrieve it. Since I was only transiting and I had a 9 hour layover there was no reason to not be able to get it to me. There was no customs to go through since I was transiting only normal security. There should be an agent that could walk on the plane and retrieve an item quickly and but it in their normal system for lost and found. If it had been 2 hours since I had landed before reporting it the plane would have been cleaned and reset for the next destination and the item was either found or not and then the form is the best answer. 10 min is very different. The AUH hotel in the in transit is very nice and worth the cost. The final leg went well getting back home.

✅ Trip Verified | Etihad has been the worst airline I have ever dealt with in my life. At the beginning of 2020, I purchased 2 business class return tickets that were then cancelled due to the Pandemic. After calling and trying to tirelessly get through to them, their best offer was to transfer credits into my "travel credit bank" to be used in the future. After using the travel credits, they told me that I was only able to get one single ticket (I originally paid for two). I was disheartened by this but understood the circumstances and agreed to it. When my flight was rebooked, the airline continuously cancelled the flight without letting me know that the flight was cancelled. I then had to make a very expensive international call to get in touch with them, where they told me that the flight has been cancelled yet again and they will get in touch with me when I was able to fly again. This never happened, I was never told that the flights had resumes (not even by email) which is when I had to once again make an expensive phone call to find out. Now attempting to rebook my flight (bear in mind I no longer needed to travel to my destination as I was attending an event that had already passed as the flights were cancelled). I made another international call where the operator was completely lost and unhelpful. She told me that I was able to stop over at Abu Dhabi and then 20 minutes later changed her mind, she was completely unaware of the system and the way the airline works and kept me on hold for a long time (again bear in mind this was an expensive international call). They asked me for additional fees any way I wanted to book my flight. I did not even need to go anywhere I just wanted to use up these credits as it was quite a bit of money. I was then fed up with this unreasonable system and asked for a full cash refund, the operator then told me that this was not possible because I was using my airline credits, the only reason I was using these credits in the first place was that they did not allow me to apply for a refund initially. She then explained that the policy has changed (again they did not make us aware of this at all). I had to tirelessly fight her to open a case with her superiors as I have been patient enough with them however with the flight cancellations they are now holding my money against me.

Not Verified | Disadvantaged as an Australian Prior to the COVID outbreak we had booked flights to Italy and unfortunately due to the travel ban had to postpone our flight. When we contacted Etihad they encouraged us to postpone the trip rather than cancel, using what they call 'travel bank'. At the time we were told that the travel bank was valid for a period of 2 years depending on the circumstances surrounding COVID. With the Australian government putting a travel ban on Australians since March 2020 with no information around when the borders will reopen, we have been unable to make any plans to try and arrange our travel. A few weeks back we decided to call Etihad to get information on our options, as the 2 years in which the travel bank has been valid we have not been able to make use of the credit. Etihad has communicated that regardless of the Australian travel ban that the period the travel bank is valid is still for 2 years. What I don't understand is how can I have a credit that is ticking over when I did not have the opportunity to make use of it? What is also disappointing is that we have since been informed that if an airline cancels a flight that all passengers will be reimbursed in full. The flight we had booked was cancelled due to COVID. So if we had not done the right thing and contacted Etihad for their advice we more thank likely would not be in this position and out of pocket for 2 years.

✅ Trip Verified | Worst customer service I have ever seen. The UAE government lifted restrictions on travel on August 5th from Pakistan but they still cancelled my ticket for August 8th. The customer service was providing wrong information and did not want to help me. They were offering an alternate ticket a month later which was not acceptable for us because of schools and job. I requested them to connect me to supervisor and they denied my request saying they are not available. At one point they stopped picking my phone. I had to let go and book a return flight with another airline.

Not Verified | I am writing this with full of disappointment. I had a wonderful vacation but the ending was poor and Etihad service was the only reason. I had paid extra for front seat and later i got an email for BID approved for upgrade. My bank account was having limits per day and it rejected the amount and the email had an option to update new bank card details. I tried to update the details and it was not getting clicked for the update of Bank Card. Inefficient website and not able to click the button and move forward. I contacted your call center and the lady was very helpful and she had to off load my seats and requested me to contact back for the upgrade amount information. The next lady was straight forward and wont help with regards to the BID part and have me the rates. I went to website again since i already paid 69 omr per seat to check in and confirm but the seats where costing again 69 omr. Call center had no clarity in communication and my seats where lost. I thought its better to reach the Airport JFK early so that i can pay for the upgrade. I waited till the queue was open by 5:35 pm. Staff and a lady Supervisor, was informed about my problem and said we cant do anything so wait in the queue. No clear communication. I was the first and went to the staff in the counter for 45 minutes to check in. She said system problem, covid protocol issue and etc etc. in fact for each matter she was consulting her colleague sitting next to her who had taken almost 6 customers and i am still without any answer. She kept telling me system issue. I went to supervisor and said i am looking for upgrade and ready to pay. The lady supervisor thankfully listened and entered the counter and asked the staff to move. Inefficient staff and not knowing what and how to use the system. Doesn't even know how to enter the Etihad Guest No. The lady supervisor sat and looked into the system and saw i had paid for front seats. And told me she can give me 2 upgrades and third incase there is seat she will let me know at counter. Remember i am ready to pay as i was aware there were seats in Business class and my upgrade did go through due to my bank card limitations. The staff was not explaining anything and the supervisor was allowing only 2 seats. I was at the gate and the ground staff was informed about the supervisor information about available seat upgrade and they were rude especially the same staff who was checking me and another old staff by ignoring and rejecting to talk. I send my wife and daughter but they gave 2 Free upgrades to other passengers and i was denied and made to sit in economy class. The crew was helpless. I was away from my family even when i was ready to pay and they have free upgrades to people who was there friends as i saw them very close at checking counte. I was asking the staff at JFK to make sure we get the close seats from Abu Dhabi to Muscat. Even though the flight was empty. She made it in two different places. The staff was not knowing how to check in and had all the confusions and kept on asking how to Tag the bags. Each entry in the system was done in discussion with others. Inefficiency at best. Total disappointment with ground staff.

✅ Trip Verified | It's been more than 20 days since I transferred money to their account, but they just send me a refund request instead of a confirmation of a flight without explaining anything. The flights included a third party airline, so they couldn't confirm, but they still hold my money and haven't done anything after I called almost 17 times spending more than 15 hours. They have a customer support center, but I felt only some of customer support representatives try to help me, but the most of them are not worth being there since they are just like parrots repeats same words and phrases again and again without thinking anything.

✅ Trip Verified | I can never recommend Etihad airline now. As other customers already mentioned, they lost credibilities and totally changed as they used to be before. I've booked a ticket and paid through a bank transfer within 24 hours following their instructions. I've waited for confirmation for almost a week, but I haven't heard anything from them. I've emailed them, asked them to check the status of payment and send me confirmation. But they sent me an email saying "in regard to your refund request," which I've never requested. They even didn't explain the status of my booking and why it was refund request instead of a confirmation. They don't answer our calls soon, and sometimes we have to hold for almost one hour or average about over 30 minutes. If you are lucky, you can catch a representative after holding for 7 minutes. But if any problem occurs to you, you would be suffered and frutrated for sure because they never call you back and you have to keep calling many times. After reaching a representative, they explained the reason of refund request. It was because a connected airline (their group airline) hasn't confirmed a part of my route, which should have been explained on an email before sending me a refund request. They were reluctant to do anything for me and didn't give me any alternatives saying "Your ticket has not been issued, and we are not able to do anything for you" even though I followed their instructions and sent them payment within their required time frame. They have not treated me as a customer since the ticket has not been issued, but they keep holding my money. The refund would take 7 to 40 days to credit to your account. I asked the representatives to let me talk to a manager, but they were still reluctant to let me get through to a manager saying "Managers would say the same things." I could talk to their supervisor in the end, but he or she also would not treat you as a customer unless your ticket has officially issued.

Not Verified | Unbelievably disappointing service with this airline. Decided to try them, instead of the usual Emirates flight I book. They offered free transfers to the airport which made me consider them. Booking system didn't work, advised to call them up. Called three times with 1.5hr wait times on each call. Went round in circles between different departments with the final Chauffeur booking team only accessible by email, who would reply they cant do it and need to call the airline. So disappointing compared to the other competition in the region (Emirates). I will not fly with this airline again and would not suggest anyone fly with Etihad. Even if you are in Abu Dhabi, it would be worth travelling to Dubai to fly with an established airline.

✅ Trip Verified | I needed to cancel my flight from Zürich to Sydney via Abu Dhabi because Australia has been completely locked down and hardly lets anybody in and out of the country. Expedia sent me a message saying that I could use my airline credit within 12 months at the very least, if not longer, because of the pandemic. A couple of weeks ago I wanted to check the status of my airline credit. It had expired already. As opposed to Expedia, Etihad Airways decided to give me 6 months to use that credit during a time when hardly anybody can fly anywhere, much less to Australia. I wrote to Ethiad Airways directly but there are only chat robots who send you in circles, so I never heard from customer service.

✅ Trip Verified | Extreme dissatisfied service and support during and post flight. Booked flight from US to UAE from Charlotte to Abu Dhabi via Chicago. Everything seemed good and fine to officials at Charlotte to continue with the itinerary. Things changed drastically on arriving at Chicago airport. The officials would not let me board the flight citing some false claims of invalid visa when this was not the actual case. These officials were rude and would not listen to a word I had to say. They perceived their notion to be true and barred me from entering the flight to Abu Dhabi. All Etihad counters were closed at the airport and the customer support agents were of no help. No agent had the right info and upon confirming with the UAE government, it was proven to me that the agents as well as staff of Etihad did not have the correct info regarding anything. Due to this mishap, I had incurred more charges to take new PCR tests, book hotels and another flight out. These were not simple things and were not hassle free. Post flight, I am on continuous calls with the service agents and I have now seen that they closed this case without actually finding a proper resolution.

✅ Trip Verified | Our flight was cancelled due to Covid (April 2020) and therefore were unable to travel. When requesting a refund we were told all that we could get was a travel card and given miles to travel at a later date. But due to challenges with still being unable to fly and financial situation we have asked for a refund of the R17k but am informed that they are unable to provide a refund as we selected the travel card option. We were not given a choice otherwise we would have lost the money altogether. So just another one of those airlines that refuses to refund and stealing what we paid in good confidence. Miles do not help right now as unable to travel and does not look like can travel any time soon.

Not Verified | Abu Dhabi to Dublin, Business. Overall a smooth experience - had an issue with on line check in - so did so at the airport and a professional and friendly lady assisted. The lounge was offering food but in covid times and offerings I passed. On board crew were functional / professional and checked in on throughout the flight Food was fine - breakfast and drinks served when needed. Overall good service - nothing outstanding - but I understand that in Covid times the crew are their to ensure guest safety which they did.

✅ Trip Verified | Seating as expected in business on a new aircraft - nothing remarkable. Same with food. Cabin service non existent except for the two meals - on one’s own for anything else, in the galley, help yourself to packaged sandwich and candy bars. My main complaint relates to COVID precautions. All passengers required to wear a mask at all times, except when eating. In front of me was a 92-year old medical patient who needed periodic oxygen, coughed almost constantly during the flight, and had a doctor’s waiver so not required to wear a mask. He was accompanied by three caregivers who were in the aisle next to me constantly also not wearing masks. The cabin crew gave all attention to this traveling party, I felt as if I didn’t exist. The worst flight I’ve ever taken. Never Etihad again - Emirates or Qatar in the future.

✅ Trip Verified | I've been waiting for a refund since September 2020. Each call I make gives me promise of refund within 1 to 15 days. 2021 - Broke my child's stroller, left us helpless at the airport. Filled out a form, gave them a receipt, and they said the broken stroller was normal wear and tear. Horrible attitude behind fake smiles, and the outsourced nameless staff keep transferring responsibilities until the customer gives up. Please don't use them if you have a choice.

✅ Trip Verified | Horrendous airline, avoid at all cost. I have been stranded in Pakistan for the past 4 months because of this airline. They have cancelled our flight 4 times and every time they do it the last minute. We were supposed to fly on the 16th of June and now they are telling us that the next available flight is on 16th of July. We asked for a refund and they refused to give it. We are already out of money due to being stranded here and they are taking advantage of that. This airline has been the worst airline I have ever travelled on. Wont ever be booking with them again and I suggest you do the same. Absolutely pathetic.

✅ Trip Verified | I booked a flight from Jeddah to Washington DC via Abu Dhabi, with my 9-old son and my other 14-year-old son on Aug 06th, 2019. The first leg was from JED to AUH. This flight was delayed which was the first of many problems in this fiasco. In Abu Dhabi, indirect flight through Rome was booked without my consent and without asking me. Boarding passes were printed and placed on a bench with many other boarding passes. Communication with the employees was not very pleasant and stiff. There was around a 12-hour transit that I had to endure with my two kids in an arranged hotel by Etihad. The room had only two single beds, we were three passengers. When I asked for an extra bed, they said I had to pay. I wasn’t able to complete my American immigration process because the flight that was arranged for me without my consent was not direct. This defeated the whole purpose of my original plan; I chose this flight via AUH to finish part of my immigration in AUH. I was assigned different seats then what I had initially paid extra for, in all my flights. I paid 126 USD. I arrived at IAD after a long exhausting trip with my kids and was shocked to find my luggage damaged. I went to the office at IAD, they told me they can’t do anything and that I have to make a claim online. With all the delays included we finally arrived at our destination over 24 hours later than anticipated. I had incurred losses over $1326 USD in additional costs between expensive airport meals, and much needed supplies. These costs add up, but what really is more aching is the way that we felt like handled. The employees, rather than helping, were simply passing us along without the help that we needed. It was a series of problems, one on top of another. Not just a single failure to perform, which can be understood. We understand that mistakes happen, computer failures occur and things can’t always run as smoothly as planned. However, we don’t understand the lack of customer service that we received. We felt disregarded and unvalued. We realize many customers experienced delays and similar problems, but we still felt like things could have been handled better.

✅ Trip Verified | I was travelling from Chicago to Bangalore due to family emergency, the moment I boarded the flight I got to know my father had left this world. I was sad and crying but the cabin crew Nora and her colleague florentina the moment thy got the know they came and consoled me and they checked on me throughout the flight. They made sure I eat something and I sleep and stay hydrated it was a journey which had so much pain that I felt I won’t be able to make it. Nora made sure she gets me wifi access so that I can stay in contact with my family along with that she also made sure once I reach Abu Dhabi I have a good rest. All of them came as angels and helped me reach safely and without the help I could not had gathered strength to console my family

✅ Trip Verified | My parents tickets was initially scheduled for 19th April from Trivandrum to Washington DC with a 3 hr layover in AUH and was rescheduled by the airline itself later and notified us via email that our flight got rescheduled with more than 24 hrs of layover in AUH! We haven’t notified anything regarding their hotel arrangements made me suspicious and I called the customer service with around 50 mins of wait time to talk to an agent! And customer service rep then informed us that they will not provide food or accommodation even though it’s rescheduled by the airline itself with more than 24 hrs of layover. I have made 5 phone calls to Etihad customer service for multiple queries regarding the same booking with a wait time of 1hr or more each time to talk to an agent ( which is ok) but the fun part begins here.

✅ Trip Verified | I travelled on Etihad in the start of April 2021. I'm extremely dissatisfied with the service. I planned to have a extra bag when I was coming back home to USA. When I tried to Check in online three times using different credit cards but No success. The system was asking for a Code that I never received. I called my credit card Capital one to inquire and they have no record of Etihad trying to buy the extra bag online. So Etihad Airways never communicated with my credit card companies. My payment was not processed by Etihad. I was not able to check in online. The fee for one extra bag was $157.00 There was no information about the extra payment on the airport. There was no information on the website about extra payment at the airport. This information was not shared with me on any email either. Not knowing that I would pay extra at the airport. I went to airport and when I checked in my extra bag, it costs me $274, which was almost double the price $157. I was not informed at the website that I would be paying extra at the airport. Etihad refused to refund extra 100 plus dollars

✅ Trip Verified | It was my first time flying with Etihad, I was traveling alone for first time in my life. They have me such a hard time at airport for luggage weight. The limit is 23 kg each bag and mine at home were like a kg or two above 23 and I was thinking its ok. On counter they asked me for extra money as my luggage came out 25 kg, I never paid extra for few kgs weight with Emirates so it was quite shocking for me. I have to pay 110$ at Etihad counter. I will never fly with them again. In Plane for some reason I requested to change my seat and one of attendants was so rude and told me that there is a law that you cannot change your seat and you have to sit where you are.

Not Verified | Gold member - General feedback on their website and reservations. Tried 6 hours to reserve a seat on their website and it crashed and off line - Called the gold line - 6 times - 3 times disconnected- other 3 hours taking to agents who did their very best to help but due to their internal processes, could get no where. The “supervisors“ at all times not available dealing with other guests .. clearly numerous complaints. Appears Even in Covid they want to pack an aircraft to the fullest with no spacing. One only asked for exit row and would pay to have a seat free ? Impossible. After 4 hours wasted on calls and further time on their non functioning website I just gave up and cancelled the flight. Emirates booked me in minutes and had a spaced seating plan in place. Etihad what has gone so wrong with you? I actually felt sorry for the call agents as they were nothing but apologetic and did their very best, zero leadership to support them.

Not Verified | My 8th time flying Etihad and they have kept their exceptional standard throughout the COVID-19 pandemic. There were hygiene practices in place and transferring at Abu Dhabi International was flawless and efficient. Onboard their 787-9 I found the seats to be firm but comfortable and the IFE system to have a large selection of movies. The on board meal and snacks were very tasty and the portion sizes were enough. I would recommend Etihad.

✅ Trip Verified | At Etihad Check-In at Sydney airport I was told I need to apply for an "Exemption to Travel" from Australian Immigration. Inform them that's not the case. I've checked the government site and it says if I'm "ordinarily resident in another country" I don't need to apply for an exemption. Clerk refuses to accept that. Insists, rudely, that I carry my four heavy bags across the terminal to be interviewed by Australian Border Force staff for an Exemption. Get the Exemption - that I didn't need. Board the plane. I'm a Platinum Frequent Flyer. Not recognised. Not even a "Welcome on board". During the flight ask for my Complimentary WiFi. No-one knows anything about it. Flight Director has no vouchers. Served cold scrambled eggs and a cold cappuccino. There are 4 people in Business, 10 in Economy. I've paid an extra €810 to be upgraded to Business on this leg. Once home., few days later notice, once again, they haven't credited me the miles for the SYD-ABU DHABI leg. Write to them. They add the missing miles. I get a lousy 750 miles extra for upgrading to Business. I've sent three emails complaining about my treatment at Sydney, cold food onboard, no wifi, missing miles. No one has got back to me. They don't care. No wonder they are losing money hand over fist if this is they way they treat their Platinum guests. Had enough. Changing airlines.

✅ Trip Verified | I was supposed to travel with Etihad on 11 Dec 2020 from Toronto to Mumbai via Abu Dhabi. My flight was rescheduled and also on the day of boarding I wasn't allowed to board the flight stating that I am Indian citizen. Etihad didn't even feel responsible to inform the flyer beforehand whether they can board on the flight or not. And also i had confirmed with the Airline call center, who told, I can board the flight. I had booked hotel at the Aerotel Transit, for one day, plus my Covid test also became void they next day after flight. Also Etihad's Airport staff is very disrespectful, working as if they are not paid properly or made to over work. They pulled me out of the line and said we are not responsible for mismanagement of Airlines booking fault. Made me call the reservation to cancel ticket at the last moment. Because of them I had to pay extra $1000 to cover up their mistake to buy another ticket with another airline.

✅ Trip Verified | I am an Australian citizen who is desperately trying to return home from the UK. I flew with Etihad last year into London and found them pleasurable but it appears that a company's true character is revealed when the chips fall. Indeed, during this COVID pandemic, Etihad has been consistently appalling. There are a number of Facebook groups for Australians who are currently stranded overseas and it is agreed upon that Etihad is the worst airline to secure seats back. They are constantly overbooking economy and business class passengers so that the only way to be confirmed to fly with them is via first class seats. They are fully aware of the Arrival Caps in Australia and yet they continue to provide false hope to thousands of Australians only to later cancel their flights at a moment's notice (my most recent cancellation was yesterday, 8 days from my travel date, after I had already made arrangements to leave and pack up my entire life here). Their customer service is equally appalling. I was openly bawling on the phone when they said that their next available flight was TWO MONTHS LATER. They provided zero comfort, zero assurance I would make this flight, zero information about how many people had already booked so I could ascertain the likelihood of my being bumped for a third time. I realise their customer support staff are not counsellors but surely they are not robots. I will never book with them again.

✅ Trip Verified | Myself and my partners flight was cancelled 12 days before our scheduled departure without notice. The only way I found out was by refreshing the itinerary in the app daily, when it just disappeared one day! We had quit our jobs and moved out of our apartments relying on this "Confirmed" flight with Etihad to fly from NYC to Sydney on December 3. When I called Etihad to see when the next available flight would be or to see if I would be refunded, the employee told me that I could only have a credit applied to my account for the cost of the flight to use on Etihad exclusively within 12 months. Seeing as we needed to get home for Christmas and that they have no available flights for the next 3 months this "travel credit" is seemingly useless (and they know this).

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.

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.

✅ 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.