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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/15/2022

      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 booked round trip airline ticket from *** to ***** from Etihad airways. Ticket is for me, my wife and my daughter. The original ticket was booked from **********, ******** to ********* ***** and return back to **********, ********. Few weeks ago, Etihad airways changed destination of the booking from **********, ******** to **********, **** without my consent. I paid $7000 for three tickets to return back to **********, ********. But, Etihad Airways changed entire destination to **********, ****! Ridiculous! Pathetic! ********** to ********** is 2 hour drive. After traveling from ***** to *** for more than 24 hours, now I need to rent a car from ********** airport and drive with my little kid more than 2 hours back to **********. This is criminal act by Etihad. I contacted them and ask them to approve ** Airways flight from ******* that will bring me back to ********** on time. But, they denied the request! I tried looking for new booking but all the airline fares have increased since my ****************.Resolution: I need the original flight itinerary that I paid $7000 for. Better Business Bureau please help me! Please escalate this complaint to Etihad management.

      Customer Answer

      Date: 12/11/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:11/14/2022

      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.
      Dear Etihad ***************** I'm ********* ********** with a current booking reference number ******. I'm terribly disappointed to learn that your customer service agent gave totally wrong information about Economy "Choice Plus" category rules regarding the "Fare difference". Originally I booked a reservation on April 10th with a booking reference number ******. I called the customer service to make a change and the representative advised me to cancel the ticket and book a new reservation in "Economy Choice Plus" category and he advised that I would be getting the following benefits. 1. Unlimited date changes 2. No Fare difference fee 3. No change fees With the representative guidance I cancelled the old ticket (******) and booked a new one (******) on April 12th. As per the representative's advise I thought there will not be any "Fare difference" that I need to pay for future reservation changes. Now on Aug 14th I called customer service to make a change to my current reservation (******) and they said I need to pay $1000 per passenger (Total - more than $3250) for the fare difference even though the ticket is in same booking class..Because I had to travel I did pay the fee initially and I was hoping I could resolve issue with Etihad but that is not the case. I opened a case with Etihad (Case number - ***********) But there is no resolution and I called their customer service may be 10 times.. and they promise a call back from the manager but no one ever calls me back.. I contacted Etihad ******* support but still no resolution. Kindly investigate the issue ASAP and listen to the call recording related to ******. Also since I booked my original reservation on April 12th (******), it qualifies for Etihad COVID-19 waiver policy. Thus Im requesting a full refund which was charged on Aug 16th as a fare diff for ~ $3300. Please see below Etihad COVID-19 waiver policy. ***********************************************************************************

      Customer Answer

      Date: 12/09/2022

      Better Business Bureau:

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

      Sincerely,

      ********* *

    • Initial Complaint

      Date:11/02/2022

      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, they damaged my back on a flight. They asked for a form to be filled out to process a credit or replace my bag. They have not contacted me, i called them many many times without a response or resolution.

      Customer Answer

      Date: 11/27/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:10/26/2022

      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.
      Flight Date: 10/08/2022 Flight Itinerary: ***/***/***/*** ************/ EY268 Confirmation: ****** My baggage (**********) was lost/delayed from ********* to *******. I landed in ******* on October 10th **************************** ***********. I had all my clothes, shoes, purses, jewelry, cosmetics, chocolates, nuts etc. in that bag. Due to this inconvenience, I was forced to purchase new clothes, shoes and cosmetics on the day I landed in ***** as all of my belongings and valuables were lost in the baggage. I am hoping that Etihad will hold true to it's promise on customer service and will reimburse me for this experience and cost of delayed and lost items

    • Initial Complaint

      Date:10/19/2022

      Type:Sales and Advertising 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 had Booked 3 tickets with Etihad from their website. Day later i had called them because i dod Not receive any confirmation email or any itanary from them. I asked Them if i could get refund since i was Within 24 hours window. They said they will refund but there will be fee but there was no fee mentioned anywhere on their website. According to them fees were mentioned while i was Booking ticket, but i sont Remember it. Now when i cancel how do i know Id Im being charged correct fees? Their response was you have to take what we give you because you didnt pay attention when booking and you dont know what you doing is this a way to talk to customer?

    • Initial Complaint

      Date:10/04/2022

      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 contacted Etihad Airways on 9/20/22 with questions regarding tickets from *** to *******. There would be a transfer at *** (*********) the call center agents assured me that the flight would be ok and I would encounter no problems. I purchased the tickets and set off for my flight on 9/26. At the check in counter in ******** the airline staff also assured me I would encounter no problems and the transfer would be smooth. Upon arrival in ********* I was informed I would not be able to get on the flight to my final destination due to the countries Covid testing policy. I informed the airline the agent gave me incorrect information multiple times. They opened an investigation and days later concluded that it was agent error and they would call me back to rebook my ticket. I called every day to try to resolve this issue I was told the next flight to ******* was on 10/5. I called to rebook on 10/1 I was told I would receive a call back in an hour and got nothing. 10/2 I was told the department was closed on weekends. 10/3 I was told the flight leaving on 10/5 was fully booked and my next option was 10/12. I was finally able to book my destination to ******** on 10/10. Etihad has offered me no accommodation during this time and essentially by the time I will leave Ill have spent nearly two weeks in transit in a foreign country. I have been given misinformation repeatedly during this time and have been treated with no respect. I have come out of pocket for hotel fees, food, and lost wages since I have been unable to return to work.

    • Initial Complaint

      Date:09/28/2022

      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 traveled by Etihad airlines from ******* to ******* *** International Airport on 06 September 2022. When I received my bags at ******* *** International Airport after a 2 hours wait , one of the bag was badly damaged and a few items were spilled over. I am not worried about the items spilled, but I need a Claim for the damaged bag as it cannot be repaired. I have contacted Etihad baggage claim many times, but no response. I have created the case ID on Sep 8th. Case number is *************

    • Initial Complaint

      Date:08/31/2022

      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.
      My son-in-law booked a ticket for my self to travel to ***** from LIT to *** (connections in ORD and ***) to travel on Nov 3, 2021. Ticket No.: ************* and Booking reference/**** ******. I boarded the flight from LIT to ORD but in ORD i was not allowed to travel due to COVID related documentation being not available in the website. I was not given proper alternative option also. We contacted Etihad to discuss about issuing a refund and we were assured that it will be added to travel bank and we can use it for future travel. We followed-up with customer care multiple times and they say they will get back to us within 48 hours. But we did not get any response from Etihad. When i contacted them today, they informed me that they are not issuing credit to travel bank any more. Disappointed with the customer service.

      Customer Answer

      Date: 09/25/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:08/22/2022

      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 bought ticket under choice plus which gives flexibility to change ticket at no cost and only fare deference is to be paid. I tried to change my ticket yesterday, there was no fare difference at all and there was no visible charges for a specific reason in the billing, but Etihad compelled me to pay **** INR additionally. No transparency in these charges and upon contacting over the phone and ********* every one I spoke to gave different charges. This sort of business is not supposed to be legal. I am left with no choice other than paying the ticket because I already have a ticket with them.

    • Initial Complaint

      Date:08/18/2022

      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.
      Purchased ticket directly from Etihad for my family travel, booking reference numbers ******* ******. Paid extra for priority boarding but at the time of boarding was asked to stay aside as there was some system issue according to them, while others were boarding the flight.My family was forced to take vegetarian meal even though we did not opt for it. The flight attendant first said since most passengers are Indians, we server vegetarian food, later she said since you did not select non-vegetarian meal, so you will get vegetarian food, both are false statements though.Then on my return flight, they lost one of my bags (bag tag# ********) and I filed a missing baggage case with ***** airlines as they were their partner for the later part of the flight (***** - ********). Etihad later contacted me that they have to bag in their possession and I'll have to come over and collect. They are refusing to deliver unless I prepay for shipping. I live in Virginia and cannot travel to ******** to collect my bag. I have some important stuff in the bag and I already lost a lot of time and Etihad is not answering my phone calls or emails anymore. I am surprised instead of feeling bad about causing me such inconvenience, they are not willing to solve this issue and demanding me prepaid shipping or another trip to *** to pick it up. I feel really bad if these are their normal business practices.

    Etihad Airways is NOT a BBB Accredited Business.

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