Etihad Reviews 

Most incapable and useless support I have ever had to deal with. After explaining the problem multiple times, I was still asked what my problem was. It felt like talking to a wall with no useful feedback. It seemed like the person on the other end was not even trying to help me, but rather trying to annoy me into closing the chat. My flight is due in 2 weeks, so I hope the cabin crew is not on the same level as the online support — or else I am in for a bad time.

I booked a flight with Etihad. Should have looked at Trustpilot first. They cancelled my flight. No help only correspondence your flight is cancelled. Been waiting since March to get a refund. Tried contacting them. No response. Stay away happy to take your money so poor for a high profile airline

No words to describe the poor customer service our flights got cancelled and are now endlessly waiting for refund with no communication from Etihad whatsoever

Absolutely appalled by the treatment I received from "etihad.com"

I arrived at Bangkok airport for my paid return flight to London only to be told my entire booking had been cancelled because I missed the outbound sector earlier in the trip.

No warning email.
No notification.
No courtesy call.
Nothing.

Despite Etihad having my full contact details, nobody thought to inform me that my return flight — which I had already paid for — would simply disappear from the system.

What followed was even worse.

Airport staff were cold, dismissive, and completely uninterested in helping. Then during a call with Etihad customer service, I was effectively told that because I had purchased a “cheap ticket,” there was little they could do for me.

That comment alone says everything about the company culture.

Apparently if you do not spend enough money, basic assistance and respect are optional.

I was left stranded overseas and forced to buy another last-minute flight home entirely at my own expense.

This is not about one policy clause buried in terms and conditions. It is about:

- failure to notify passengers,
- failure to assist,
- poor treatment by staff,
- and a shocking level of disregard once payment has already been taken.

Formal complaints, consumer escalation, and public reviews are now ongoing.

Poor customer service. Our flights were cancelled due to ongoing conflict in the Middle East (completely understandable). When we phoned Etihad customer services to claim our money back for our seats that we had booked, the first person we spoke to told us we couldn’t get a refund. We then phoned back and it took 30 minutes of constant back and forth to claim our money. They told us our flights were deleted from their system. They were not sympathetic at all and tried to dismiss us completely.

TO ALL, Do not trust this company of thieves.

Their disguised business practices are a blatant scam... I paid for a return ticket from Manila to Barcelona. For the return plane ticket, I paid for all the options to get a full refund... Their process validated the payment without any problems or alerts whatsoever... The trip to Barcelona went well... Then, 3 days before my return flight, I requested a cancellation... And that's when the big scam perpetrated by this dishonest company came to light...!! A pure disgrace.

I didn't need to take the refund option for my outbound flight. I only took it for my return flight. When I requested to cancel my return flight, they refused to refund my ticket despite the options paid for at the time of booking.Their pretext and hidden scam is:

On a round-trip flight, if your outbound ticket is in economy class and the return flight is in economy plus... Therefore, the most restrictive conditions apply to other tickets purchased, even those with a refund option...

This is a business practice designed to easily steal from customers and scam them...When I paid for my reservation, no message or alert indicated a possible error or incompatibility with the options chosen.

This company is a disgrace. So I contacted support... They told me that it wasn't clear on their website and that it was difficult to understand. No refund for the flight, nor any refund for paid options, has been issued... I will therefore denounce their practices on the internet and on my Facebook channel, which has several hundred thousand followers...

These practices that steal from customers must be denounced without hesitation. If several people have been victims of this, let's band together to file a class-action lawsuit and bring this to the world's attention.

Hello. I had a flight cancelation on 6 of March with Etihad, they did not provided me an alternative flight, i had to arrange a flight on my own to get back home. After more than two months, Etihad still havent reimbursed the original flight cancelattion tickets and they still didn't reimbursed the direct expenses i had because of the flight being cancelled. Expenses like transportation, food, hotel. I've been sending e-mails to Etihad and they already asked me the invoices, which i immediately sent, they already said the refund was on the website, which prooved to be false, no refund was there and it takes 2 weeks each time they reply an e-mail. It's shameful.

I would give them 0 stars if I could.

Flight out delayed an hour, almost missed our connection. Return flight delayed 2 hours and we did miss the connection.

This meant an overnight in Abu Dhabi. There were at least 25 people that missed the flight to london and all they needed to do was just hold that plane for 15 minutes and we all would have made it.

The agents couldn’t have cared less. Speaking to them was like talking to a brick wall.

Just as bad, I paid £thousands to fly business and the plane was a 20 year old 777-300 and it was falling apart. The layout is dreadful and not been updated since new. It was genuinely shocking compared to Emirates and Qatar.

Worst customer service - no chance that you will solve anything. Be aware of that.

Left stranded after rebooking me to a different departure, kicked me off the flight to sell my seat at 3000 usd a few weeks after the Iran war while the flight obviously flew - and is still keeping my money hostage TWO MONTHS after. Horrible horrible company, not sure how this was “one of the good one” - Emirates and Qatar really took care of their passenger, Etihad only cares about money. Never will fly with them again and about to open a juridical case against these thiefs.

Absolute worst customer service
Still waiting for a refund after 2 months.
Their digital help platforms are a waste of time so is talking to their customer service people who can only say sorry and tell you to wait longer as it is pending.

Etihad assigned us a distant hotel while our friends got the right one. For 3 weeks, support lied, saying they were "working on it," when they hadn't even contacted the hotel. I solved the issue myself in 24 hours by calling the hotel directly. To make it worse, they blocked my account and ignored my IDs for weeks. Unprofessional and deceptive. Avoid at all costs!

Honestly one of the most disappointing customer service experiences I’ve had with Etihad Airways.

My baggage was damaged during the flight, and after a long back-and-forth, their “final fair compensation” was only USD 50 or a travel voucher. Even worse, they closed the case and marked it as resolved despite my clear rejection of the offer and without my consent.

I repeatedly contacted customer service, only to constantly hear “this is not our department” or “we cannot help you.” Then, when I tried contacting the supposedly dedicated department via email, I was told the email address itself is inactive for claims handling. The irony is unbelievable — the department responsible for complaints apparently cannot even receive complaints.

As a student living in a rural area in Malaysia, replacing the damaged baggage already involves extra travel and fuel costs, yet none of this was taken seriously.

What disappointed me most was not just the compensation itself, but the complete lack of accountability and professionalism throughout the entire process.

Case No: 2603255716077

#EtihadAirways #CustomerService #Travel #BaggageClaim

Perfect flight, nice crew, great food and reasonable price for the flight. The transfer time was a little long in Abu Dhabi, but overall its a very reliable and good company to fly with. I recommend to everyone

The customer service experience with Etihad Airways has been extremely disappointing. It was very difficult to reach any representative, and there was no proper communication or support provided throughout the issue.

After arriving at our destination for a holiday trip, we were informed that our luggage had been misloaded. However, no clear timeline or proper updates were provided regarding when it would be delivered. Despite multiple follow-ups from our side, the luggage was only delivered after 3 days.

What made the experience worse was the complete lack of proactive communication. No one contacted us to provide updates or assistance during this period. Additionally, when requesting compensation for the inconvenience and expenses caused during our holiday, the responses have been delayed, and the matter continues to be pushed back without proper resolution.

Overall, this has been one of the worst customer service experiences, with poor communication, lack of accountability, and no customer care shown throughout the process.

Etihad rescheduled my flight by additional 24h and notified me about it nearly 2 weeks before departure. They did not aprove any of 3 routes I suggested instead (longer flights, additional stops) as I was trying to get to my destination asap. Because of that change I ended up travelling during extreme weather conditions. My first flight was delayed 3h and another 9h. When I complained about the situation "Thomas and his team" completely ingnored the fact that the airlines rescheduled my flight 2 weeks ahead and were non cooperative to find alternative route for me. They continued with their mantra all of that was done for my safety - BS. I will avoid by all means and advise everybody not to deal with them. Frustrating and unfair.

I am extremely disappointed with Etihad’s handling of a missed connection that arose from an itinerary they issued with an inadequate transfer time. Etihad ticketed a 60 minute connection at Brussels Airport, despite the airport’s own published minimum being 70 minutes (and 90 minutes recommended). As a result, we were unable to clear passport control and security in time and missed the onward Etihad flight.
What followed was even more concerning. Etihad refused to rebook us under the original tickets and insisted on “no show” and reticketing fees, even though the missed connection was caused by the airline’s own scheduling. After agreeing to a specific rebooking price and confirming that the fare would be held for one hour, Etihad later refused to honour that commitment and increased the required payment from by thousands of dollars!!!. This increase occurred after many hours on the phone and at a time when we had little practical alternative but to accept. The additional charges were processed only under significant pressure.
This experience reflects sharp and predatory behaviour: inadequate minimum connection times, refusal to take responsibility for the consequences, inconsistent pricing, and pressure tactics during a stressful situation. We also incurred additional out of pocket costs due to the missed connection.
No customer should be placed in this position, and I am seeking a full refund of the additional charges. To make matters worse however they refuse to even entertain they have acted appallingly. As a warning to others, Do Not fly with Etihad - EVER

Worst customer service. Didnt got refund

They changed our flight times and seats without informing us. This was expensive business seats. If it not were us checking our internet account, we would not have known. Even then, then changed a further 3 times, and still they did not contact us direct. Got onto chat, and what a waste of time each and every one of them are, and not bothered. I asked why our seats have been changed, and why someone else is in them? No reply, just "thank you for your understanding" . So they are clearly booking seats to suit people's needs, but then changing others to other seats on demand to fill the plane. Booking far in advance means nothing. Never will I fly with them again!