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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:01/07/2025

      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 have booked an international flight with Etihad as the ticket owner from AUS to HYD on Jan, 15th and a return 6-7 weeks later. I came to know that Etihad allows 2 checked bag in that route, but we are not getting that as according to their agent, the first flight is ***************** which allows 1 checked bags. However, while ***************** allows a personal item with 1 cabin luggage, Etihad doesn't allow the personal item. So, they are forcing us to have no personal item and just a cabin luggage throughout the journey. Just to note that during booking, the information on personal item was not evident. So, we asked why are we getting worst of 2 airlines and why not make one of their system uniform across. This is an international flight with an Autistic toddler, so we requested both the airlines, but they have no logic on the baggage situation and they are not yielding to our request. I have attached one of the many chats with Etihad support.

      Customer Answer

      Date: 01/31/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:01/02/2025

      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.
      Title: Damaged Fragile Luggage Contents and Inadequate Compensation Description:I am filing this complaint regarding Etihad Airways for damage to my checked-in luggage and its fragile contents during my recent travel. Despite clearly informing the airline of the fragile nature of my baggage and having a "Fragile" sticker applied, my items were mishandled and severely damaged.Specifically:My electric scooter parts, valued at $850, were damaged, rendering my primary mode of transportation *********** trolley bag, valued at $150, was also damaged beyond ********* a student, I rely on my scooter for daily commuting. The damage has caused significant inconvenience and financial stress, as I now face difficulties with commuting and unexpected repair costs.I initially submitted my claim to Etihad Airways and provided all the necessary evidence, including photos of the damaged items, repair estimates, and proof of travel. However, the airline took 22 days to respond to my claim and has refused to offer monetary compensation for the damaged items inside the luggage, citing their policy. They have instead offered a $200 travel credit or a replacement bag, which is inadequate considering the extent of the damages and the inconvenience caused.I request fair compensation of $1,000 for the damaged items, covering repair and replacement costs. I believe this request is reasonable given the circumstances, the evidence provided, and the undue delay in handling my claim.

    • Initial Complaint

      Date:11/20/2024

      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.
      Etihad has 2 nights hotel free promotion on their website, so I booked to take advantage of their promotion. Now, they're telling me that there's no hotel available for me for 2 nights stop over. They're telling me that it's a block out date for hotels but none of that information was on the website, if I knew that there will be no available hotel for me, I will not book the ticket. It's unfair for customers to lure on their promotion and they will not provide. So now, what they expect me to stay at the airport for 2 nights stop over or book and pay another hotel on my expense. They won't even let me cancel my booking and charging me $330 cancelation fee when it's not even my fault they don't have hotel available.

    • Initial Complaint

      Date:10/21/2024

      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 BBB,I am filing a complaint against Etihad Airways for their mishandling of my childrens flight and their refusal to provide adequate compensation for the financial and emotional toll it ********* children were on flight EY002 from *** to ********* June 3rd, 2024, which was delayed several times and eventually canceled due to a technical issue. Etihad provided accommodation for one night but failed to arrange an additional nights stay as promised. This left my children stranded without a place to stay. I had to personally step in to secure safe accommodations for them with a family friend, at my own expense.Additionally, despite promises from Etihad to assist with rebooking, my children spent hours on the phone securing a flight for the following evening, causing them to miss important family commitments, including a wedding. The stress and disruption this caused to my family are substantial.they offered a USD 200 travel credit, which does not cover my out*of*pocket expenses. I have requested a full refund for the tickets, reimbursement for the additional costs incurred, and compensation for the emotional stress caused by their mishandling of the situation, but Etihad has refused and declared the case closed.I am seeking BBBs help to ensure Etihad provides:1.A full refund of both tickets. (Booking Ref: ****** **** ************** *** ****** ****** ****) Compliant to Etihad Case Numbers: Armaan * case number is ************* Aadi case number is *************.2.Reimbursement for the additional accommodation and transportation costs.3.Compensation for the stress and disruption caused.Please find all relevant detail, including flight details and case numbers for Etihad complaint. , Thank you for your assistance.

      Customer Answer

      Date: 11/15/2024

      Better Business Bureau:

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

      Sincerely,

      ***** ****

    • Initial Complaint

      Date:10/07/2024

      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 flew with Etihad Airways on Sept 15th 2024 from ** to ********* *****. while flying I had 2 check-in bags one carry on and one personal item which the airline allowed me to take. while flying back on 27th Sept 2024 from ********* ***** to ** i was harassed at the airport to pay the fee of rupees ******** before i can board the flight to bring the same baggage back. this was just ridicolous. i want the airline to refund my money.

      Customer Answer

      Date: 10/31/2024

      Better Business Bureau:

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

      Sincerely,

      ****** *****

    • Initial Complaint

      Date:08/14/2024

      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.
      07/23 we saw the flights from AUS to *** with a stopover in *********,We initiated the credit card points transfer from AMEX to Etihad which are ******* miles!On 07/24 When points became available we tried booking the flights, however it did not work. We initiated the online chat with the customer service agent to understand the issue, we spent almost 2 hours in the chat and the agent mentioned we cannot use the points to use stopover in ********* because flight booking is not going through. We requested him to call and help us make this booking. At 1:00 AM at night we were talking and trying to resolve this issue, where he suggested we do the multicity and he confirmed those flights are available and book the flight using Multi City instead of Stop Over and advised us to call back if the issue persists. We tried after the call disconnected and the same issue kept happening 07/25 11:00 AM - We tried the same method again and the booking did not go through, my husband used his entire lunch timing from work to call Etihad and he has been advised the flight is not confirmed reason being he cannot book it and it has nothing to do with the Abu Dhabi stopover, which is a complete different story, after spending almost 1 hour again, he has been advised by the agent that Manager will call him in 1 hour to resolve 07/25 - 6:00 PM - We never received any call from the manager, my husband called again and he repeated the same story 10th time and he has been transferred to the supervisor who came up with completely different options. 1 - We cannot book this flight although it's visible in the portal so we have to pay $250 pp extra for another flight 2- We go to *** on our own expense and also pay for bags and take the flight from there. It's been 3 weeks they are not helping and keep adding money and pressuring us to pay and not returning our points either. The website is showing fake fares online to trap customers and no one is helping despite of emailing and posting.

      Customer Answer

      Date: 09/08/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:08/09/2024

      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 with Etihad airways from ORD>>> ********** >>>> Cairo Confirmation ****** They damaged my bag I did send them everything they asked for including the pictures of the damaged bag. They insisted on the tag bag that is attached to the bag despite explaining to ***************** the one that is handing the claim that the bag tag is torn and I had to throw it away. I did send them the bag tag sticker that I got during the check in despite all of that they refused my claim which is very frustrating and unheard of their customer service is absolutely poor I am so shocked from the way they handle their claims

      Customer Answer

      Date: 09/02/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:07/22/2024

      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.
      My baggage totally tore away. Items lost. After months on investigation, you offered me 50 dollars and i dont think its justifiable. Seek ur intervention Thank you

      Customer Answer

      Date: 08/15/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:06/26/2024

      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 had booked a return flight with Etihad from BOS to BOM (Via AUH). I landed in ***** and then later on I contacted Etihad to enquire about preponing the flight. The representative mentioned a flight on July 18 with the same fare but an additional $230 fee. She said shed generate a link for the change, which I agreed to while I discussed it with my family. At no point was I told this would cancel my existing booking.Now, *** found out my booking is canceled, and ** being asked to pay over $1,000 for the same flight. Incase, I wish to prepone it I have to pay 700+ $ for a flight that costed me 750$ (750 for a return flight).I tried contacting them but I am not getting any help from them either. I even went online on ******* and so far I have not received any real support from the airline.

    • Initial Complaint

      Date:06/04/2024

      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 flown with Etihad Airways from ***** (******) to ****** via ********* on May 2 and return on May 18 from ****** to *********. I have taken advantage of Etihad ********* Free Stopover program, and spent 2 nights in the *** before flown back to ***** on May 21. I have applied for the ******** via Etihad Airways because the ******** require sponsorship. Since I have to go to the *** to attend the conference on April ***** and then doing the stopover with Etihad on May *****, I decided to contact Etihad **** Team to ensure that I had the correct **** (see the attached file), which I got the response that a 30 days multiple **** should be sufficient for my trip. However, when I tried to leave the country the second time on May 21, the immigration officer let me know that I overstayed by two days and unlike the US ****, the timer is running despite I returned to ***** after the first entry. I was fined by the official and had to pay ****** AED. No one at the *************************** in ********* (Etihad's Hub) was able to help me and after returning, I have filed complain via the customer service and got no response. I messaged the agent (as attach) and he said he can't do anything about it and I have to wait for up to 30 days. After I express my dissatisfaction, he informed me that he escalated the case and I should get the response within 24 hours, but I got no contact from the airline whatsoever until now. Furthermore, the airlines credit my mileage to the wrong frequent flyer program despite I asked them to credit them to my *** account and the agent at the check-in counter ensure me twice that it will be credited to my *** account. The customer service agent said he can't do anything about it and I have to live with it. I would like to A) Demand compensation of my immigration fine of *** ****** B) Demand that the airline credit my mileage to my *** frequent flyer program (if you scan the boarding pass barcode, it has *** number on it)

      Customer Answer

      Date: 06/28/2024

      Better Business Bureau:

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

      Sincerely,

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

    Etihad Airways is NOT a BBB Accredited Business.

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