Complaints

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

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Etihad Airways has 6 locations, listed below.

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  Etihad Airways

  600 5th Avenue, 20th Floor New York, NY 10020

• 

  Etihad Airways

  JFK Terminal #4 Jamaica, NY 11430

• 

  Etihad Airways

  100 Park Ave., 16th Floor New York, NY 10017

• 

  Etihad Airways

  901 15th St NW Ste 610 Washington, DC 20005-2300

• 

  Etihad Airways

  Baltimore Ellicott City, MD 21042

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.

• Initial Complaint

  Date:08/17/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 2 tickets with Etihaad from *** to ***** via Abu ****** it was value clasd tickets which was not refundable, but then within 24 hours I called airlines to cancel the ticket and book another ticket which was refundable as I was within cancellable time period. The agent said they will upgrade my ticket to refundable ticket and took 120 dollars per ticket, now I had to make changes to my ticket then they booked another ticket and confirmed I will get refund for my previous tickets, they gave verbal approval and assured me that they will refund my original tickets and booked another2 ticket. Now I have 4 tickets with them and they have not refunded me any money I am stuck with all my money and not getting any help There customer service is very bad I need my money back

• Initial Complaint

  Date:08/08/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 had Etihad airways plane ticket 2 days ago on Aug 5 at 22:25pm for 3+1 . We were in airport 3 hours ago before flight . We had valid ****s but they didn't do my family's check in process due **** issue which there were not any and they marked and emailed us as NOSHOW which closes refund way to passengers . When l called them next day to rebook it asap on them * they say just sorry and if we want to rebook it * we have to pay 6418$ more . They said they even can't refund because we bought ticket by a travel agency. They ruined our holiday and my daughter's birthday that's why we were flying . Anyway* rebooking is not an option for my family anymore after 48 hours trying and they were such dishonest on phone calls* were joking eachother while talking to me * they just keep saying call us after 2 hours . My US citizen wife is still crying how this happened even on a fly to her motherland India. I talked to Indian consulate and they confirmed it's ridiculous to not accept Indian-US citizen that was reason we granted a **** to you -green card holder and it cant be a issue on baggage boarding in US by Arab flight baggage boarding employees * your wifes and daughters r-**** will be stamped on their passport upon arrival to INDIA by India immigration as written on temporary granted ETAs . Sir * what they did is unacceptable and they act us like garbage people . It will not be forgotten by myself and kids . In terms of material and moral damage * l want the price of 4132$ and double the 6418$ they asked me to pay for their mistake . ( Total of 4132$+ 12816$=16968$)

  Customer Answer

  Date: 09/02/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Etihad Airways regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:08/08/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 2 tickets for my parents for travel from ******* (***) to ******** (***) via ********* (***). The flights were scheduled for 24 May 2020 and these are the ticket numbers - *************, **************These flights got cancelled due to covid travel restrictions and Etihad said I can use the credit for a future ticket or take a refund. But when I ask for a refund, Etihad says they are not able to find the ticket, that it is archived though I have sent the actual PDF of the ticket and my bank details to them multiple times.Also I have been working with them since December of 2021 to get a refund and we are now in August 2022. I have made at least **** calls over this 9 month period and every time they assure I will be getting the money in ****************************************** a few hours, but none of that has happened. There have been times when they said that Etihad support was on vacation due to religious events and I have patiently waited for them to get back to me giving them ample time, yet I haven't seen any progress at all. It only looks like Etihad has no intent on giving my refund.The only mistake I did was to wait an year before claiming the refund as I was hoping travel with Etihad again and hence thought of using this amount as a credit towards my new ticket rather than claim a refund, both of which were options provided by Etihad. Now 9 months and multiple calls later, I still dont have any clue on when I will get my refund. If this is the level of effort someone has to go through for a covid related refund, then I can only imagine how a normal refund would be. I have attached the ticket details and they already have my bank details for refund (sent to ccdocs team of Etihad)

  Customer Answer

  Date: 09/06/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Etihad Airways regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  Date:07/21/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 meant to leave *** on Jul 19 at 10:25pm to *********. However, the check-in gate for Etihad Airway refused me to board the plane due to their negligence. I hold valid ****s to both *** and *****. The departure date from ******* is also within the arrival date for *** and *****, I also showed them my credit card as required. The error, as it turns out, is the "-" in my last name "In-amkha". The immigration bureau automatically turns the dash into a space "In amkha." The airplane automatically deletes the dash and turns my last name into "Inamkha." If only the check-in crew looked up my **** on the official *** immigration bureau website or look at my computer screen that showed that my **** is approved and active as I asked them, I could have boarded the plane as scheduled. Because of their negligence, I had to pay the change fee ($350) so that I can board the plane tomorrow. In addition, I had to find a hotel to stay for two nights ($300) and called a taxi ($100). Why should I be responsible for their negligence?I can share the receipts of the taxi service, the hotel stay near JFK, the international phone **** in an attempt to reach the *** immigration bureau, and the changed fee for the flight ticket if you request it.

• Initial Complaint

  Date:07/18/2022

  Type:Order Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 Airways lost my bag. I flew on June 20th with ****** from ******** to London.I then flew with Etihad to *********, then to ****** on June 22nd.Upon arrival, my bag was missing. I filed a claim at the airport.Etihad airways closed the claim after a week and refused to keep the claim open, saying its ******s fault the bag tag was not changed (****** changed my connection due to delays).I visited the airport 3 times and tried to look for the bag in the lost and found department, unsuccessfully. They repeatedly blamed ****** Airlines and claimed that ****** should bring my bag back to the US. They never answer the phone, not even when the claim was still open.I filed a complaint online with Etihad, 2 weeks later I get a response, an Etihad representative asked me to send receipts of my purchases for compensation and claimed my bag arrived on June 29th (no one called me to inform me my bag has arrived). I send the receipts, no one got back to me (10 days have passed).I visit the airport twice, I did not find my bag. I have been here for a month now, without my luggage. I came to visit my family and my deployed husband and I am returning to the ****** Stated in two weeks, with nothing. The fact that no one is willing to help and that the airline is trying to avoid taking any responsibility is really frustrating. The same problem happened to another passenger on the same flight. I still have my tickets and itinerary, as well as my IPR. I demand that Etihad takes immediate responsibility by either finding my bag or by compensating me for its loss as the law states.

  Customer Answer

  Date: 08/12/2022

  At this time, I have been contacted directly by Etihad Airways regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   I have been contacted by Etihad Airways, not regarding my complaint on BBB but in response to the claim I filed directly with them. They refused to issue any compensation for basic items purchased while the claim was open, they sent wrong information stating that my bag has arrived. Two weeks later they send another response saying the bag is lost and offering 621$ in return. They asked me to send additional receipts to increase the amount. After I sent the receipts, they refused to review the receipts sent for items in the bag, because they say I accepted their 621$ offer already.  I find it absurd and humiliating to offer people this amount of money after losing their only checked in bag intended to sustain their needs for 45 days, especially after making them wait for over 2 months to respond. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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