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

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

• 

  Etihad Airways

  JFK Terminal #4 Jamaica, NY 11430

• 

  Etihad Airways

  875 N Michigan Ave Chicago, IL 60611

• 

  Etihad Airways

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

• 

  Etihad Airways

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

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:05/23/2024

  Type:Service or Repair 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.

  May 23, I lost/stolen my cabin luggage in the baggage claim area, they failed to resolve the issue ot take a complaint. Airline staff was least helpful to track the luggage.

  Customer Answer

  Date: 06/17/2024

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

• Initial Complaint

  Date:05/20/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  In December 2023, I purchased two refundable round trip business class tickets from ****** to ***** with a departure date of 5/17/2024. On March 27 I tried to cancel the tickets online and was redirected to the call center. I spent over an hour on the phone with an agent going through the process of cancelling and filing for a refund, including providing documentation with personal information including my bank account details (my original form of payment was cancelled due to fraudulent use). I was told I provided all documentation and would receive a refund of a specific amount in euros in up to 45 business days. A few weeks later the refund **** left me a voicemail saying I needed to provide documentation - all of which I had provided. When I called back, the agent said I hadnt provided the documents, then when I pressed the issue said they found them but another new and redundant document was due. I submitted that and called back a few weeks later to confirm everything was as it should be. Again the agent seemed to not have a record of my complete refund claim then eventually said they found everything and I had completed all the steps and would receive a refund within a few weeks. I called once more and was again told I had completed the process, and was again assured my booking was cancelled when I specifically asked. Then on May 16, the day before the flight, I received an email about checking in. I again called and this time was told I never cancelled and the refund was never initiated. I escalated the issue to a supervisor and she confirmed the flight was never cancelled and the refund was never filed, but claimed I was informed of this She then agreed to manually cancel and process the refund but offered me a lower amount than I was previously quoted because it was now <96 hours before the flight. I was told there was no time to start an investigation and I would be considered a no show for the flight if I proceeded with it. No response to email complaint

  Customer Answer

  Date: 06/14/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Etihad Airways has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair 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.

  To Whom It May ********* am a 74 year old retiree who had made overseas travel plans to fly out of **********, ** on 25 DEC 2023, but unfortunately I contracted COVID on 14 DEC 2023 which hospitalized me in ************** Unit for 17 days and release on 31 DEC 2023. ***** limited funds to travel overseas to visit my family in *****. I have asked Etihad Airways numerous occasions to please refund me my ticket or provide me a credit voucher for my medical situation, however I have not received a response to settle this matter. Please if you could represent on my behalf with Etihad Airways to receive the credit voucher or refund, as I do not have funds to travel, while settling my COVID hospitalization bill. I need the funds to visit my aging siblings who are sick in old age while living in *****. Thanks in advance!-***********************

• Initial Complaint

  Date:05/07/2024

  Type:Sales and Advertising 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'm very disappointed by Etihad Airways team members at the ************* check in desk who didnt let me and my parents fly because of their unawareness and misunderstanding of my eligibility for the ******** of arrival based on my US ***** I've has been living for US for past 6 years and i was traveling to *** via *** and had plans to spend couple days there with my parents who had their Dubai tourist **** in hand but Etihad Airways didnt let me and my parents onboards and that costed me thousands of dollars extra with hotel no show fees and on the spot other airline tickets (fly *****) who then did let me and his parents onboard and then i was able to get his **** on arrival in *** as I was qualified for it. Please see all the proofs attached and I'd like to get my REFUND.

  Customer Answer

  Date: 06/01/2024

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

• Initial Complaint

  Date:05/07/2024

  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 a round trip flight from ************ to *****************. I am starting this trip on April 11th 2024 and supposed to return on May 17th 2024.The day of my first flight on April 11th I got a email around 2 hours before the flight I got a email from JetBlue(partner of Etihad) that my flight to ***(********) was cancelled. I was already on my way to airport when I got this email. When I checked with Etihad on phone they said once I go to airport JetBlue will help with the trip and reschedule if required.Finally after waiting for few hours in the line JetBlue said they can only reschedule my flight to April 13th which would be a delay of 2 days and would impact my other planned activities.After checking with JetBlue they said if there is some other way I can reach ******** and board the Etihad flight I would be fine, so I booked myself other flight which was flying to *** from *** and boarded the Etihad flight to final destination and completed the flight and reached ********* as planned.Now I am trying to reschedule my return flight from ********* to ************ from May 17th to May 11. I couldnt do the change online so called Etihad on April 29th and asked them to reschedule. The operator said that my initial flight from *** to *** still shows as open and she said she will get it fixed and give me call back to reschedule and take the payment for $550(reschedule fees). Starting that day I am calling Etihad daily and they daily say still waiting on the fix. I asked for a refund so that I can book a flight for myself again. Finally after waiting for Etihad to fix my problem for almost a week and spending few hours daily with them on call I was fed up with the response I was getting. I booked myself another flight on Etihad for the return journey I had to book only Etihad as my wife and kid are already on the May 11th flight.As Etihad is nor responding correctly I am filing this complaint to get refund for all the money I spent on tickets.

  Customer Answer

  Date: 06/02/2024

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

• Initial Complaint

  Date:05/02/2024

  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.

  Date of Transaction: May 1, 2024 Amount Paid: Total amount paid for tickets $3801.Business Commitment: I was under the assumption that I would be able to cancel my booking within a 24-hour ****** without penalty, based on common airline policies.Nature of Dispute: Etihad Airways did not provide a grace ****** for cancellation or changes as expected and charged exorbitant fees without the option for credit for future travel. The customer service was unyielding and did not offer any solution to accommodate my unexpected and honest mistake.Resolution Efforts: I have reached out to the customer service team within 7 hours of booking and also escalated the issue to a supervisor. Both refused to assist in any way, upholding the cancellation and change fees without offering a travel credit alternative.Account/Order/Tracking Number: ******

• Initial Complaint

  Date:04/30/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Hi Team, I hope this email finds you well. I am writing to address a concerning issue regarding a recent booking I made with Etihad Airways. On January 29, 2024, I booked round-trip flight tickets through Etihad.com for travel from ******* to ******* and back, scheduled for March 11 to May 1, 2024, with a stopover in *********. I opted for the Stopover Option, advertised to include a *********** Stay up to 2 nights" for my tickets, resulting in an increased fare of approximately CAD 160.Booking reference: WQDR3U Guest: ***************************** ******* Issue date: 29 Jan 2024 However, upon attempting to confirm the hotel accommodation for the stopover, I was surprised to discover that I would be charged approximately CAD 155 for the stay, contrary to the advertised offer. Despite contacting customer care on April 22nd and April, 2024, and speaking with agents no resolution has been provided yet. On 22nd the agent die not even try to understand the concern; on 29th, the Agent ******** understood the concern, but she could not solve it by herself. She told she would send an email to the team and asked me to call back; am counting the time and I am unable to access booking options with only less than three days left until our travel date.As a family traveling with two small children, it is paramount to us that our travel experience is seamless and enjoyable. Therefore, I respectfully request that Etihad Airways honors the commitment made regarding the two days of complimentary hotel stay during our stopover, as advertised, along with any additional compensation deemed appropriate for the considerable time and effort expended in attempting to resolve this matter.I trust that Etihad Airways values its customers' satisfaction and takes this matter seriously. I eagerly await your prompt attention and a satisfactory resolution to this issue.

  Customer Answer

  Date: 05/21/2024

  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 with the below comments, 

  Just before couple of hours to our flight, we have received mail from a Hotel about our booking. Even though it is not one of the hotels from my preferences, I accepted it as they did not give any options. Even in that email not information was provided about the logistics from the Airport to the hotel. While having family with two children, I had roam around in the Airport to get the details for about 90 minutes. The hotel they booked was outside of the city which made us not able to travel to the main ******** city. We wanted to have a memorable stay in ********, but it all spoiled our experiences. 
  
  Sincerely,
  
  *****************************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:04/30/2024

  Type:Service or Repair 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 were flying from *** and were told that we have to collect our AUH-DAC Boarding passes from *********** where we had only 2 hours layover. When we arrived at *********** we went to Transfers counter to collect our boarding passes. The Agent, Ms. ******* checked the system and informed us that our names were not on the Flight List. She emailed Air Arabia at 11:16 am (local time) and we were requested to wait. We waited more than an hour there but still didn't receive updates. She called Ms. ****** and ************************** care and still they couldn't find our flights. I also called the customer service number but only received Auto responses. Finally at 12:20 pm they issued the boarding passes when because the Ground Staff told them to do so The entire time we were in tense and agony about our situation. Our tickets were confirmed but we still don't understand why our names were not in the list!Some how we boarded on the flight, and after a stressful situation, we find out the plane doesn't even provide any refreshment accommodations. I had to pay to drink water or get any snacks. This was the first time I experienced no refreshment accommodation when traveling in international flights Furthermore, when we arrived at *** one of our suitcases was missing. We later found out that it was still in ***********. We strongly believe that due to mismanagement of the flight list, our luggage were off loaded in *** then put that back and this eventually damaged my Suitcase to an unusable state We filed a claim at Lost and Found and when the suitcase was finally delivered, it was in damaged condition. I also sent few photos of my damaged suitcase to the Etihad (Air Arabia) ***** office.Please advise how can I get the compensations for the damaged luggage and the inconvenient that we experienced.Please note that we file above complaint to the Etihad online on Feb 8 and Mar 5 (Ref # attached) also called but the Etihad was not bother to response our complaint.

• Initial Complaint

  Date:04/24/2024

  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.

  My Business Class Seat (7K) on the *************** leg (~13 hour flight on Nov 22, 2023) was INOPERATIVE. - Seat was NOT operational, for the entire 13-hour travel and it was miserable. The Etihad crew during the flight tried for 1+ hour (from resetting seat, software reboot, to manually testing) , which added to the inconvenience of my flight. Post that, Cabin Manager (Janic) indicated that there was no other open business class seat. They offered to wake an Etihad crew/employee (sleeping) who was traveling in a business class seat and exchange seats. It was Thanksgiving and the person was sleeping. I did not think it was right to wake up someone from their sleep and force them to move to my inoperative seat (Etihaad suggests i declined a seat without context of no open seat and dislodging someone from their sleep who was an etihad employee)Bottom Line I traveled from *** to ********* like an ECONOMY Passenger (seat), despite paying a premium of Etihad Business seat. I expect to be compensated for the Variance in (price) between an economy fare and business fare for that travel .... which is $2000- $3000. Please Note - Etihad guest relations offered compensation of $200, which is Not equitable to the business class fare i paid for my travel ... or remotely make up for the inconvenience.

• Initial Complaint

  Date:04/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On January 5th 2024, I booked a flight from ****** (***) to ********* (*****) for 569.90$ and paid extra 162$ for a extra legroom seat from Etihad airways website. My travel itenary was supposed to be departing from ****** on 27th Jan 2024 @5:51 PM, arrive in ** @7:29PM and depart from ** on 27th Jan 2024 @10:00PM and reach *** (*********) on 28st Jan 2024 @7:30PM and depart *** on 31st Jan and reach ********* (*****) on 31st Jan @7:05PM But my flight got delayed from ****** was delayed till 8:45 and reached in ** on 27th Jan 2024 @9:30PM, due this my flight from ** to *** got missed and finally they gave me a ticket from ** to *** next day @1:00 PM, I had to pay again for the seats 108$ from ** to *** and there were no preferred seats from *** to HYD they asked me to get the business class for which I had to pay again 373$. They looted money from me even though it was not my fault that the flight got delayed. Also I had a free stay in ********* hotel for 2 nights which was not allowed to change the booking, for this I had to pay another 110$ to hotel to add an extra day. And when I called them from airport after the flight got missed they say reach out to jet blue and the jet blue says to reach out to Etihad they were just laying blame game on each other, I had to stay at the ** airport until 3 in the morning to get this thing sort out. I kindly request the *** to help me on this issue.

  Customer Answer

  Date: 04/17/2024

  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,
  
  *********************** *****