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

  875 N Michigan Ave Chicago, IL 60611

• 

  Etihad Airways

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

• 

  Etihad Airways

  JFK Terminal #4 Jamaica, NY 11430

• 

  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:11/08/2023

  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.

  The Etihad Airways deported me from ***** as a persona non grata for not having ***** ***** I paid $1,124.29 for the flight, $287.76 deposit for the retreat I missed, and $3,065 for the recovery when I got back.I have a serious immune condition and therefore I booked a ************************** ***** to heal. On 7/26/23 I booked a flight with Etihad, when they advised me that US citizens don't need **** to *****. On 10/13/23 I was checking-in online to my flight, and it asked me I for **** number. I called Etihad to clarify, and they told me that it's a standard procedure as some countries do need ****, but US citizens don't, so I just need to go and check-in at the counter before the flight. The person at check-in counter confirmed that I don't need **** and checked me in all the way to ***** DEL airport.On 10/15/23 I was stopped at the customs in ***** for not having ****. ****** immigration told me that Etihad Airline will be penalized for misrepresentation and for allowing me to board without ****. ****** immigration advised me to fly to *********, apply for **** there and come back to ***** when I get the **** - takes 3 days.Etihad ignored Immigration's permission to apply for a ****, assigned Etihad security not to leave my side as I was a criminal, took my passport from me and deported me on the next available flight. After hours of moral and emotional abuse, I told security that this is a violation of my human rights and I need a lawyer, so Etihad finally gave my passport back, but wouldn't let me go back to *****. They took away my food, drinks and wifi privileges on the flights back.... I've never felt this discriminated and humiliated. I haven't slept for over 60 hours. With my immune condition, I got very sick and was in recovery for over a week when I got back to *******. I called Etihad to address this, their response was "we are not responsible for our employees at the call center and for their advise, you should do your own research".

• Initial Complaint

  Date:11/06/2023

  Type:Customer Service 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 travelled from ****** to ***** on Etihad on 12th October, and found my brand new bag was hanaded to me completely damaged. I have been trying to work with Etihad to find a resolution but for one reason or the other am not able to get anywhere with them. I wanted to try BBB before I take them to the small claims courts here in ****** for not owning up to their mistake. I have sent them pictures and everything else they asked for, and in return they haven't even as much as investigated what happened to my baggage. And now they won't reply to my emails even. This is not acceptable and I won't let them get away with it.

• Initial Complaint

  Date:10/31/2023

  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.

  I recently canceled a ticket, and according to the terms of the refund policy that was plainly stated on the website and that I have a screenshot of, I was entitled to the full amount of my money back. However, after canceling, I received an email saying that I only get $93 while the ticket price was $1186. In terms of assisting with this problem, customer service is at its worst. If there is anything that can be done, kindly let me know. Booking reference number is ****** and the ticket number is *** **********. The airline told me that it was a mistake from their end in the chat while having conversation on tweeter and I have attached the screenshot of the chat. They told me they will get back to me, but I got no response and its been almost a month.

  Customer Answer

  Date: 11/25/2023

  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]

   

  Dear **************,

  
  I hope this message finds you well. Thank you for your prompt communication and for providing me with the BBB Complaint ID ******** regarding my concerns with Etihad Airways.

  I would like to inform you that I have been contacted by Etihad Airways via ******* and assured me that their refund team is actively working on processing the remaining amount. However, they did not specify a timeframe for the completion of the refund process.

  Given the current status of communication, I appreciate your follow-up, and I will ensure to keep you updated on any further developments. I understand the importance of accurate record-keeping and will promptly inform you of any direct communication from the company.

  If you have any additional questions or require further information, please do not hesitate to reach out.

  Thank you for your assistance.

  Best regards,
  *************************

   

   

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

  Sincerely,

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

  Customer Answer

  Date: 12/21/2023

  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:10/30/2023

  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.

  The whole case is so long that i couldn't fit the complaint in **** characters. So, i have attached the complaint as an attachment.Please help me resolve this, this is causing me lot of mental agony.thanks,****

  Customer Answer

  Date: 11/24/2023

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

• Initial Complaint

  Date:10/23/2023

  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.

  I was traveling in Etihad Airways from *** to ***** onward journey on September 18, 2023, and returned from ******* (***) to ******** *** on October 8th, 2023. The entire trip was a pleasant and one-of-a-kind experience in my lifetime travel and all were exceptionally great service compared to any other top-notch airlines in the world, except for the baggage damage on one of the precious instruments specially made for me (custom made) and nicely packaged with plastic wrappers with FRAGILE Musical Instrument and hand with special care stickers on it, and in spite of that the special case made for that got damaged with many scratches.I was traveling along with my husband with a fractured leg with special WCHC permitted by the Etihad Medical team and could not spend time and report the issue at the airport due to the discomfort of my husband's 14-hour continuous journey on a packed aircraft. But we filed the complaint promptly after arriving home and checking the damaged package.Case Reference: ************* filed on 10/9/23 for which Etihad told me that they sent me an email requesting further details but never received an email. I requested via customer service and promised to send an email again but have not received one to date. This is not ordinary baggage but specially made for the instrument which I can't get it again and it costs $150 to custom make it in *****.From ********* To ******** ** Ticket ****** AUH14 hrs 03:15 09 Oct ***************** to *** 09:30 09 Oct

• Initial Complaint

  Date:10/18/2023

  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.

  On May 17th, 2023, I made a reservation for 2 adults and 1 infant for round-trip travel between *** (*******) and *** (*********, *****). The booking reference is ****** *icket Numbers are *** **********, *** **********, and *** **********.The total cost of the ticket was ******* *** ********** - USD ******* *** ********** - USD ****** *** ********** - USD ******* I paid a total amount of USD ******** and used ***** miles for the remaining amount (******). *** ********** - USD ******* and **** miles *** ********** - USD ****** and **** miles *** ********** - USD ******* and **** miles I canceled my flight the same day (May 17th, 2023) and also confirmed the same by checking with customer service via call. I made several calls to customer service *****************) and spoke to quite a few of them explaining my ordeal every time and all I get is a template answer stating "They will escalate and I shall receive my refund in a week". One customer service admitted that it was an error on refund teams as they faulty categorized this transaction. I quote, he said, "This qualifies under c24 and I am eligible for a full refund. he would escalate it to a manager". In my most recent call to customer service on 10/17/23, I was told that they would go through call records to validate whether or not I called on 05/17/2023 and this could take time. This is getting out of my control and I seek your assistance here. Thank you. *************************** **********

• Initial Complaint

  Date:10/12/2023

  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.

  Reservation # ****** Me and my brother were travelling to ******, ***** on a family emergency to attend funeral. After checking-in bags and getting the boarding passes we were delayed at TSA security due to their system not able to scan my brother's passport. They held his passport for review for almost 40 - 45 minutes. We missed to board the 6:00 A.M flight that was being operated by American Airlines(AA). AA asked us to call Etihad for flight reschedule while our luggage already departed with the 6 A.M flight. Etihad couldn't help until they have our ticket details from the third-party agent that booked the ticket. We had several calls between 6:15 A.M - 12:30 P.M that day but, Etihad didn't get information from agent and they couldn't board us into the next flight. Our bags just got delivered after ***************************************** ***** in completely trashed situation. Etihad is putting everything on Agent and refusing to help.

  Customer Answer

  Date: 11/05/2023

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

• Initial Complaint

  Date:09/18/2023

  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.

  Dear Concern,I have applied for refund, and it has been 5 months I have not received any written communications or verbal answer for my refund date confirm as I have spoken to them at least. 15 times with general customer service on a recorded line and 5 different supervisor and at least 15 times with chat customer service. As per guidelines they have to refund within 40 days. they always give me 10 business days on verbal communication and sometimes 40 and always it's in finance department and we are about to finalize it, but it's been 5 months they are doing it back and forth. giving me tentative dates and later on do not endorse it.My name : ******************* DATE OF BIRTH : 11/16/1991 ticket no : *************** ticket refence no : ****** Route : ******* TO ***** EMAIL : ********************** EITEHAD COMPLAINT REFERNCE NO : *******

  Customer Answer

  Date: 09/24/2023

  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:09/14/2023

  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.

  I had cancelled my reservations for 3 return tickets from ******* to *********, and cancelled after they confirmed to refund about $9800 of the $11000+ paid. I agreed and Etihad cancelled the tickets. But has not refunded my money despite ********************************************************************************************** the past 3+ months. They took my bank details and about a month and half ago someone called from refund team to say money will be paid in 48-hours, but nothing.Every time I call they say response or refund will come in 5-days, but nothing happens and I call back. **************** team says they have no response from refund team, and it is possible that I may not get my money.

  Customer Answer

  Date: 10/08/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Etihad Airways has been resolved. I kept calling every day multiple times until they paid me.
  

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

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

• Initial Complaint

  Date:09/13/2023

  Type:Customer Service 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.

  Hello. I wanted to place a complaint against ETIHAD AIRLINES.I had 2 vouchers from etihad airlines that were valid until may 10 of this year. On May 10 I tried to redeem these vouchers and complete a booking online, the vouchers did not allow me to do so (I came to understand that they were on an old voucher system). The voucher value (2 vouchers, was $1671.28)At that point I proceeded with contacting Etihad customer service by phone to see if they can help me redeem the voucher. They were also unable to because the vouchers are (to my understanding on an old system)At that point the Etihad customer service agent had to email a separate department and I had to wait for them to reply to his email. I was reassured that I would receive a prompt response, which was not the case.They asked me to fill out a Sabre migration form (see attachment). When they replied they said that they cannot help me now as the vouchers had expired. (One more day had passed and now it was may 11) They asked me to contact concern department.I was not aware / not informed that redeeming a voucher would take more than one day . When I started redeeming the voucher it was still valid and only because it was on an old system , it could not be redeemed and there was a delay,I have sent them multiple emails (and i can provide copies) and they kept on reassuring Me that they are still waiting for reply I emailed them a reminder again and now they replied that it was my error and that they cannot help. Again, I attempted to redeem when it was still valid, and customer service could not either.I am seeking your help as at time of my attempt to redeem the vouchers were still valid, and neither me or the customer service agent could do it. Then the agent had to email another department (and he reassured me they would reply promptly) caused further delay.Included in this email is the email chain between me and Etihad

  Customer Answer

  Date: 10/08/2023

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