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Business Profile

Airlines

Etihad Airways

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Etihad Airways's headquarters and its corporate-owned locations. To view all corporate locations, see

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Etihad Airways has 6 locations, listed below.

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    Customer Complaints Summary

    • 136 total complaints in the last 3 years.
    • 29 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/09/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was a passenger of Etihad airways from ************ to **********, ***** via ********* on April 23, 2025. When I checked in at ***********, I was assigned a middle seat from ********* to ********** on the boarding pass. I requested the Etihad check in staff member to change my middle seat to an aisle seat. But they are asking $16 dollars as fee for changing the seat. I pointed out them that I could choose a seat within four hours of the journey for free of charge especially at the check in time at the airport if there is seat available according to Etihad customer service. The check in staff admitted it and informed me that the system is programmed it that way and they could not waive the charge manually. So, my request was declined and I used the middle seat and suffered lot of inconvenience. I request Etihad to investigate this matter and do the needful to compensate my inconvenience. Otherwise, I am forced to approach the appropriate legal proceedings.The copies of the ticket and boarding pass is attached.

    • Initial Complaint

      Date:05/21/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am seeking refund or voucher for a business class ticket. Etihad claimed they had refunded my travel agent but the travel agent claims Etihad took the money back. Etihad is refusing to help get my refund or issue a travel voucher so I can use the ticket.

    • Initial Complaint

      Date:05/12/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Feb 13, 2025, I was unfairly denied boarding for Etihad Airways flight EY1 (*************, PNR 349BRA) despite arriving at the gate area 50 minutes before departure. The **** Pre-Clearance facility closed at 1:45 AM, a full 65 minutes before scheduled departure (2:50 AM) and 45 minutes earlier than the "gate closes 20 minutes before departure" time printed on my boarding pass. There was no prior notification of this drastic change. Etihad even sent a gate reminder email after the facility had already ********* the airport, Etihad staff refused rebooking assistance. Subsequently, Etihad's responses have been contradictory and evasive (Case #*************). To me, they acknowledged an "unexpected early closure of the **** CBP Pre-Clearance facility" but disclaimed responsibility, blaming **** authorities. However, they reportedly told my travel agent (********) a conflicting story, falsely claiming I was a "no-show" due to an immigration delay.Etihad has failed to adhere to its own stated procedures, failed to communicate critical changes, provided misleading information, and unfairly shifted blame. They refuse to compensate for significant losses incurred due to their operational failures, including rebooking costs, travel delays, and a lost workday.Seeking full reimbursement for additional expenses, compensation for the affected flight segment, a formal apology, and assurance of improved procedures.

      Customer Answer

      Date: 06/05/2025

      Better Business Bureau:

      At this time, I have not been contacted by Etihad Airways regarding complaint ID ********.

      Sincerely,

      ****** *****

    • Initial Complaint

      Date:04/17/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We were delayed on a flight by 1.5 hours, which caused us to miss our connecting flight in *********. Because of this, we were stuck in teh ***************** for 9 hours. We missed a night at our resort, which we had paid for. We were offered $200 in flight credits. We never want to fly this airline again and they refuse to provide us any money despite this being 100% their fault. As this is an international airline, $200 of flight credits does nothing. We lost money due to this company. Their customer service has been terrible. I will never fly with this airline again.

    • Initial Complaint

      Date:03/31/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Etihad Refusing Fare Difference Refund Within 24 Hours of Booking Complaint Description:I booked a flight directly through Etihad Airways official website on March 28, 2025, at 1:34 PM IST. The booking was for travel from ********* (HYD) to ****** (BOS) on April 3rd, with flight numbers ***** and ***. The total amount paid was ?******* (~USD $2,340).Within just a few hours of booking still well within the 24-hour window I saw that the exact same flight, for the same date and time, was listed for ?******* (~USD $1,960) on the same website. That is a fare difference of ?****** (~USD $380).I immediately contacted Etihad customer care via chat to ask for a refund of the fare difference or permission to cancel and rebook the ticket without penalty. I also mentioned that I have been unwell since March 21st, and made the booking in distress.Despite these facts, the customer service team:Refused to offer a fare adjustment Informed me of a ?****** (~USD $440) cancellation fee, even though I was still well within the 24-hour window Denied my request for a waiver, stating they dont offer medical waivers Was not empathetic or willing to escalate my case I believe this is unfair and misleading customer service. ********************** promotes a 24-hour cancellation policy for direct bookings, but is refusing to offer any flexibility or basic fare adjustment even though the ticket had not been used, and the price difference was clearly visible on their own *************** Reference: ****** Name on Ticket: ******* ***** ****** *********** of Booking: March 28, 2025 1:34 PM IST Flight Details: ***** and ***, HYD to BOS, April 3, 2025 Disputed Amount: ?****** (~USD $380)

      Customer Answer

      Date: 04/24/2025

      Better Business Bureau:

      At this time, I have not been contacted by Etihad Airways regarding complaint ID ********.

      Sincerely,

      ******* ***** ******

    • Initial Complaint

      Date:03/07/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been flying with Etihad for a while now and it has never been this bad. My issue is that this fraudulent company is not giving me or my wife miles earned on travel, saying my account is suspended for some audit reason despite everything provided to them, multiple emails sent and a year of bouncing me around with no points to redeem. The company has since simply ghosted me and made any page related to redeeming the miles 404 and non-fictional. I would like my earned miles back and available to be redeemed. It should be worth 57$ for me and 57$ for my wife.

      Customer Answer

      Date: 03/07/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ****** ******



       

    • Initial Complaint

      Date:02/07/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am reaching out to formally file a complaint against Etihad Airways regarding their refusal to issue a refund for my booking despite exceptional medical circumstances.Due to an unforeseen medical condition, my wife has been diagnosed with endometriosis and is scheduled for surgery around our travel dates. Her condition and the post-surgery recovery period prevent her from traveling in the foreseeable future. Given this situation, I submitted a refund request to Etihad Airways, along with a medical letter from her healthcare provider detailing her condition and the necessity of the surgery.Despite providing clear documentation, Etihad Airways has denied our request for a refund, showing a lack of consideration for this unavoidable medical emergency. I believe this violates fair consumer rights and ethical business practices, as many airlines offer refunds or at least travel credits for such genuine medical emergencies.I am seeking BBBs assistance in addressing this issue and encouraging Etihad Airways to follow appropriate consumer protection guidelines. I would appreciate any support in facilitating a resolution, whether through a full refund or an alternative ********************* Details:Airline: Etihad Airways Booking Code: ****** I appreciate your time in reviewing this complaint.

    • Initial Complaint

      Date:01/23/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello, hope this message finds you well. I am experiencing trouble with Etihad Airways, and am hoping for assistance in resolving the matter.Etihad Airways are trying to take advantage of me. Booking: ******* ******* *****, and ******, ****** ******* Departing flight is 01/26/25, return is 02/07/25. I bought two economy class tickets, as I have many times with this airline and others in the past. I called Etihad a week ahead of my departing flight to ask about seating, and of their own accord, they told me I had the basic ticket which did not include baggage and could not be changed. I was confused. When I made the purchase, the page stated I was buying the usual ticket with 2 bags and a carry-on per ticket. I tried to work out some amicable solution with the representative, but they had no interest in working with me in even the smallest way, despite this all starting as a simple issue on their website. I asked to speak to a supervisor. I was told he was busy but would call me in an hour. I never got a call. I cannot afford the extra ***** USD they want for what is standard baggage for this type of flight. It's not as if I paid less than the standard fair for this type of economy flight, considering how early I booked.I would greatly appreciate any help in resolving this matter. Thank you.

    • Initial Complaint

      Date:01/16/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Booking number: ****** *tihad has an ongoing promotion that gives you complimentary stay in ********* for up to 2 days if you book a return flight with them.I booked a flight with a 2 day layover in ********* with this offer and selected a hotel at the time of booking. However, 3 days prior to my flight Etihad team called me and told me there is no hotel available for me. This is very disappointing and unnecessary on their behalf. If it wasn't for the promotion, I would have picked a different airline with no layovers. I request Etihad to financially compensate me for 2 days of stay in ********* for my trip and keep their promise. I am attaching my itinerary and a screenshot of promotion run by Etihad.

      Customer Answer

      Date: 02/10/2025

      Better Business Bureau:

      At this time, I have not been contacted by Etihad Airways regarding complaint ID ********.

      Sincerely,

      ******* ****

    • Initial Complaint

      Date:01/16/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of transaction: 11/26/2024 Amount paid for transaction to Expedia to book Etihad flight tickets for parents: $1846.32 Etihad refused to create exception for name correction request for my Father **** Etihad never responded to my email

    Etihad Airways is NOT a BBB Accredited Business.

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