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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

    • 135 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:08/24/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 a flight with Etihad for my mother from *** to *** for Sep 25 2023 almost 6 months in advance on 23rd Feb 2023 and paid USD ******, booking refernec: ****** . Etihad cancelled the flight without providing me any update via email. I called customer service and since they did not have any availability for reasonable flights, I had to change the date to 31 Oct 2023 and paid the fare difference of USD 502 (booking reference ******) as the flight for 31 Oct 2023 is more expensive than what I paid earlier, so I paid a total of 502 + ****** (from my previously booked flight). A week later the flight I rebooked for 31 Oct 2023 is also cancelled. I tried to rebook again but they did not have any flights similar to what I book with in a week of my booked flight. I had to cancel and request for refund. The refund of USD 502 is sent back to my card but I amount I initially paid ****** is not sent back and I have tried to reach multiple customer service agents with no luck to get my refund back. Looking for a resolution in this matter.

      Customer Answer

      Date: 09/18/2023

      Better Business Bureau:

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

      Sincerely,

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

      Business Response

      Date: 09/22/2023

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

      To Whom It May ************  
      Thank you contacting Etihad Airways on behalf of *****************************, about their flight EY8244 to ******** on 25 September 2023, which was rescheduled by the operating airline.
       
      Having review the booking records,we can see that the ticket and rebooking amount are already refund as per below details:

      Settlement Date Transaction Date Acquirer Name PNR Transaction Type Ticket Number Card No. Billing Currency Billing Amount
      ********** ********** ********* ************ **** ************* *************** *** ***
      ********** ********** ********* ************ ****** ************* ***************

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



       
       
      Yours sincerely,


      *******
      Guest Relations
      ****** *******
      ** ********** *********
      ********************
      ********** 
       

    • Initial Complaint

      Date:08/23/2023

      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 initially procured tickets from Etihad for our trip to *****. The tickets were booked on 03/02/2023. The tickets were for our trip to *****(*******) from *******, **; on July12th with a return on Aug 10th. Etihad made changes to the schedule based on their network changes and it became inconvenient for my daughter and I to continue using their services. I cancelled the tickets on June 11th, 2023. I was told that I will be reimbursed the full amount of my ticket by 45 business days from date of cancellation. The total ticket amount is $4310.42. As of today 08/23/2023, I am still waiting for my refund. My ticket numbers are:************* *************

    • Initial Complaint

      Date:08/21/2023

      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.
      Travelling with Etihad Airways was disappointing and frustrating, my bags were delayed at my final destination by approximately four days and Etihad has refused to compensate me for it even though they clearly advertise on their website that they will. I had submitted a delayed baggage claim with Etihad Airways (Etihad Airways ***************) and they have refused to compensate me, they blatantly denied it (I have attached a screenshot of the email they sent me) and have stopped responding to my emails. I would appreciate it if Etihad Airways is held accountable and I am compensated for it. Thank you *************************************** ***************

      Customer Answer

      Date: 09/15/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:08/18/2023

      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 got lost on an Intl. flight from *** to *** (Ref: 2RB326) on June 9, 2023. I was asked to check-in my carry-on baggage at the gate while boarding (because the flight was full), & then it did not arrive at ***. Though I sent all required details to Etihad, but Etihad airways won't help. Their baggage team at *** sent me a mocking email, saying that the bag had arrived & they would get **************** & airport security scanners to find my luggage (I have the email). They refused to raise a PIR number in spite of my requests, & would not find the luggage! So then, I came back to the US &raised a case (Etihad Airways ref****************) on their "feedback" section, and the case manager (*****) tried to mislead me by saying that American Airlines was working on this case. The case # she gave (**********) was wrong! (I have the email). When I called AA, they said that case # ********** was opened for ANOTHER passenger, who had traveled on May 31, 2023, while I traveled on June 9, 2023. AA also said that as per rules, the last airline that handled the baggage is supposed to investigate and take action on it. So, since this one got lost in ***, on an Etihad flight, Etihad should take responsibility for it. Why is Etihad misleading me?Now Etihad won't reply to my emails. I contacted their FB page, but he kept saying "Contact AA". I have sent numerous emails explaining that the case number was wrong, but there is no reply. I have diligently kept email trails of all correspondence. I have the mocking email from *** baggage claim, the email from case officer ***** misleading me by giving a wrong American airlines case #, as well as all other emails that I have written. I have lodged a complaint with *****. My carry-on had expensive items, kept because I was planning to keep the bag with me at all times. I suppose the expensive items are the reason that the bag got 'misplaced'. I need the bag with the contents intact, or compensation from Etihad.

      Customer Answer

      Date: 09/11/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:08/17/2023

      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.
      On Nov 9th 2022, I made a booking on the Etihad website for a trip from ****** to ************ for Jan 23rd 2023. However, 2 weeks after the booking I just realized I was given ticket flights with the wrong dates, which is for Jan 19th 2023. After analyzing this situation, I remember there was a major glitch while I was purchasing the ticket and that could be the main reason this Etihad web page discrepancies occurred.This is the walkthrough of what had happened:Originally, I looked for the ticket flight *** to KUL on ****** Flight for the 19th Jan 2023. As you can see from the video attached below, it shows you the ****** flight web page i went into on 29th Nov 2022.That is where I clicked on Etihad website to buy directly through. Soon after I got onto the Passenger Information webpage, I had a change of mind and I wanted to change my flight date (from 19th Jan to 23rd Jan); so, I made the modification inside the website itself. After I made the change, I resumed my choice and directed to the Passenger Information webpage again. For a second, I wanted to make sure I chose the right Economy class type of ticket while filling up my information; however the right side of the page would provide all of the information but not the type of Economy class. So, I went back to the previous page to check on it. it clearly shows that the left side of the page shows 23rd Jan 2023 as the flight date but the right side of the page shows 19th of Jan 2023. This is a clear discrepancy that had led to this unfortunate event for us. At that time, I resumed our purchase as it is perfectly reliable to purchase the 23rd Jan 2023 ticket in the Etihad Airways website without noticing much of the rest of the webpage. The website should've retained 23rd Jan 2023 as the flight date since that was the latest change that I made but it didn't. This is exactly where the glitch happened.Theyve been lying by not giving us refund. Till now no actions taken by Etihad.

    • Initial Complaint

      Date:08/16/2023

      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.
      We purchased a neighbor free seat on Ticket No. ************* for flight on 03/15/2023 from ****** to ********* for my mom ***********************. Upon getting in the flight she learnt that there were other flight cancellations and due to this Etihad airways gave our dedicated seats to someone else and she was told that we will get a refund for these seats within 45 days. After various phone calls and disputes using the credit card company we have still not received the refund and the airline claims that they offered us the seats but we didnt take it. Due to their incorrect response to the credit card company we are now being reported to credit reporting agencies for false claims of refunds and is causing damage to my credit for something that Ethiad Airways should be held responsible.

      Customer Answer

      Date: 09/09/2023

      Better Business Bureau:

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

       

      i have been trying to contact them multiple times but they never respond back and keep asking me to wait for 21 days.

      Sincerely,

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


    • Initial Complaint

      Date:08/04/2023

      Type:Customer Service 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 luggage was broken when I was traveling with Etihad airways . ***** ******* to ***** . I fill report on ***** airport same day. After few days. I call Etihad airways and fill for clams . And someone helping me to upload the document and I did all the document uploaded. And she said I will get a solution. With in seven days. I still calling them asking about my baggage claim and they still give me same answer. Plz help me to get my broken baggage claim .

    • Initial Complaint

      Date:08/01/2023

      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.
      Refund is not being received since 3/20/2023 and have been running in circles. They say they have processed the refund but nothing is received so far. They owe me **** USD and the stress I have to go through for the last 2 months has been horrible. I lost my job and was really relying on this money but never revived it. I had to borrow money on interest just because of them

      Customer Answer

      Date: 08/26/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:07/28/2023

      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 3 seat to travel from *** to ***** on Sept15th Return Sept 30th. Our daughter is NOT able to travel with us due to personal reasons.I reached out to Etihad Airways for help regarding my situation. I am not able to cancel my daughter's ticket. I would like to know if her seat can be designated as free space. I want to be sure no penalty or fees is charged to me for No Show Status. I am reaching out to you much in advance of the travel date. Reference: ****** *************************************************** ****** (*************************)i reaches out to my travel agent and Etihad Airways to resolve the matter they told me the ticket CANNOT be cancelled as it is a Non-Refundable ticket and they cannot designate her seat as Free Space. Please help.

    • Initial Complaint

      Date:07/18/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Bought Tickets for round trip for *** to *** on Sept 2022. (Travel Dates Feb 2, 2023 to March 10 2023)It was Etihad airways originally and I was informed that now partial flight will be Air Arabia.I am a silver member of etihad airways. - (Silver members gets to take 3 bags when you travel)I was allowed to take 3 bags with me for my travel start from *** to *** and everything went well On my return flight (Air Arabia for *** to *** and Etihad from *** to ***) i was asked to pay almost 400 USD for taking the bag that I got when I travelled originally from JFK, It is basically asking someone you can travel with 3 bags when you go but you can get only 2 bags when you come back - how is this legal to do. If i had paid to take the bag when i went then it makes sense to pay it when i come back.This made me sick and disgusted with Etihad and after numerous complaints no refund yet.

      Customer Answer

      Date: 08/13/2023

      Better Business Bureau:

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

      Sincerely,

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

      Customer Answer

      Date: 08/13/2023

      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]

       

       

       

       

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

      Sincerely,

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

      Business Response

      Date: 09/11/2023

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

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

      Thank you for writing to us on behalf of **********************, regarding his recent travel from *********.

      I have reviewed the concerns described and I can see that he incurred additional excess baggage charges on his inbound flight EY1357 on 10 March 2023 operated by our partner, Air Arabia *********, because baggage allowance may differ on flights operated by our partner airlines. The baggage allowance for each part of the journey is always shown on flight confirmation.

      Whilst I understand on his outbound journey operated by us from ******** flight EY102 02 February 2023 he did not incur additional excess baggage charges; this is because complimentary excess baggage allowance for our Etihad Guest Silver members is only applicable when travelling on flight operated by Etihad Airways.

      We understand that additional baggage charges are never welcome,however we hope you understand that our guests must comply with airlines baggage policies.

      Thank you for giving me the opportunity to review ** ***** concerns.

      Yours sincerely,


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

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