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

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

• 

  Etihad Airways

  Baltimore Ellicott City, MD 21042

• 

  Etihad Airways

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

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:06/26/2023

  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.

  Refund required right away, Etihad is a thief and needs to be brought to justice.Etihad Airways is a big scam, total fradusters. They should be banned from landing on ** soil, that will straighten them out. Dirty oil money has gone into their heads.Basically they dont refund your hard earned dollars. I have been duped of $600 dollars for a ***** to ***** ticket booked back in Feb for a April flight. I promptly cancelled the ticket about 45 days before departure as my time off form work did not go through. Before deciding to cancel the flight I chatted with a bonehead etihad rep saying it will take 45 days to refund. Believing him I cancelled and booked a June flight paying another $782 for a one way ticket. Also called Eithad after 45 days and was told refund needs more time, surely an element of dishonesty here.Now ****** is acting like a professional thug saying coz its not a refundable ticket, I wont receive my $600 back. I want to expose this low life of an airline, playing with ******** people's money. Please help me to get my hard earned money back and I vow never to travel through this airline again.All colored people out there, with an ounce of self respect boycott this fraud airline for good.

• Initial Complaint

  Date:06/20/2023

  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.

  I am writing to file a complaint against Etihad Airways regarding two issues I encountered during my recent round-trip flight. 1. Ticket not linked to my account:I purchased a round-trip ticket with account registered under the email address ********************* However, I am unable to find any record of this booking in my account, nor have I received any mileage rewards associated with this journey. The booking reference for this ticket is ******* I kindly request Etihad Airways to link this itinerary to my account and ensure that the mileage rewards are credited accordingly.2. Seat selection issue and refund request:For my return trip from ******** to *******, I encountered an issue with my seat selection. I checked in online and chose a paid seat for the second trip from ********* to ***, I paid $21 for seat 27E using my AMEX card ending in ****. However, after making the payment, I did not receive any confirmation email regarding this payment. The transaction has been posted on my credit card statement.Upon arrival at the airport, I received a boarding pass indicating a random free seat, 37H, for the second leg( As shown in photo). The staff responsible for checked baggage informed me that 37H was assigned to me, and she could not assist as her responsibility only covered the first leg's seating arrangements. Later, when I reopened the Etihad app, I noticed that despite several available free seats, the system randomly assigned me to the last row seat, 37H, implying that my paid seat selection was not successful. Subsequently, I managed to change my seat to a free seat, 29G, using the app, and I successfully flew in that seat.Considering that my initial payment for seat selection was unsuccessful, and Etihad Airways still charged me for it, I am requesting a refund for the $21 paid.

  Customer Answer

  Date: 07/16/2023

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

• Initial Complaint

  Date:06/12/2023

  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.

  Dear ***/************* Name is ******************************* and i travelled via Etihad from ***** to *** on March 12th 2023. My booking reference number is "******* and flight details are EY 101 from *********, *** to ***, **.I am 74 years old, Due to my ***** conditions, sever leg pain, Inflammation in legs and Arthritis, i had paid to get extra leg room seat 39B - "$212 (****** Rupees (INR) - Rs. ***** with tax)". Receipt of payment is attached here as well. However, they did not issue me that seat instead put in last row of the aircraft even my multiple request at ticket counter, gates etc. No help was provided instead they kept me asking to speak to different flight crew members at the airport. You cannot even imagine how badly they treated senior citizen like me and provided no help. It was so much metal and physical stress for me. Finally i gave up, had to board the flight and seat in last row. That caused me so much leg pain and i was bed rest for weeks after arriving in the ***. I have already filed complaint with Etihad, contacted Etihad customer services 10 times already and each time they confirmed refund will be issued and additional compensation will be provided for mental & physical trauma that i had to go through. However it has been 3 months already and i have not received any response from them. So i am looking for your help in this matter. I would like to get refund of amount i paid for leg room seat and also compensation of $3000 for health issue caused by this. Thanks in Advance. appreciate your help and support to Senior Citizens. Truly Yours *******************************

• Initial Complaint

  Date:05/19/2023

  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.

  Issued a flight cancellation and was informed only tax will be redunded about 16 dollars. We had paid for an insurance when booking through their own website that said if flight had to be cancelled we woukd have a full refund. When informing them they said they had no idea abour that insurance. Said insurance can be found on their website as theirs. Many people have been scammed by them. Im not the only case. When visiting their ******** page you will find various complaints bout the same issue. It would be nice if they could be banned from doing business in the ** as it affects ** citizens.

• Initial Complaint

  Date:05/17/2023

  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.

  My mother flew with Etihad from ******** to ******, ***** and we called more than 2 days before the flight to confirm wheelchair assistance. We requested the wheelchair for getting from checkin through security and to the gate and then again from the plane at the layover airport to the onward travel gate. She needed the wheelchair because she is past retirement age and has issues with being on her feet for long. She has had ***** ******** ****** *** **** ***** ********.At *** checkin we confirmed again that wheelchair assistance would be provided for all legs of her flight. But when she arrived at ********* where she had her layover, they did not provide a wheelchair when she left the plane nor within the airport to get to her gate. She asked and was told they could not get her a wheelchair. I did not mention also that at *** she was waiting on her feet for a wheelchair for half and hour after checking in. I don't understand why they couldn't provide a wheelchair but I am very frustrated with their customer service. I called them but was told that since the flight had started only the employees at the airport could assist. At least my mother was able to make it through by taking breaks at any seating area along the way between her gates.Her flight was from *********** on May 11th at 10:40PM arriving in ****** on May 13th at 2:45AM (local time) with a short layover in ********* along the way. Confirmation code: ******

  Customer Answer

  Date: 06/10/2023

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

• Initial Complaint

  Date:04/24/2023

  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.

  I paid $180 each way of a round trip fare (total of $360) to choose better seats on my Etihad flights. Etihad cancelled the departing leg of my itinerary and booked me on a flight the next day. They required that I pay $180 again to choose my seat even though they cancelled the flight. Now it's been 5 months and I'm still fighting them to get my $180 back. They're dragging their feet and not doing anything with my refund request.

• Initial Complaint

  Date:04/24/2023

  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.

  Booking : ****** I called the airline call center to get assigned a preferred window seat when free seats selection window opened up 30 hours prior to boarding. Agent picked the seat 35K from ***-********* and for next connection, he suggested to purchase the seat selection from ********* to ***.Agent confirmed the free seat assigned as 35K and send a link for payments for the other purchased seat.After payment made, no email follow through as promised and when I called to confirm both seat assignments the next customer agent surprised me that computer automatically assigned a random seat despite previous agent attempt and now and they cannot do anything as those seats are gone. He although offered me to purchase another available XL window seat for additional $111.I asked that they should assigned those seats or upgrade the customer for their system fault.Customer service defer further water to check in gate and when i asked to speak to a supervisor, he refuses to talk and advised to file feedback.

• Initial Complaint

  Date:04/14/2023

  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.

  Hello, I have been attempting to claim my refund from Etihad Airways for almost a month now. Whenever I contact customer service, they tell me it will be resolved, however in the last chat I was told the concerned department had not even responded to their query yet, originally filed March 22. I purchased an airline ticket on March 19 and canceled within 24 hours. By law, I know that I am entitled to a full refund. However, they still issued the ticket several days later despite the refund request. I was then assured I would get the refund. As of today, the ticket has not even been cancelled. I have tried speaking with them on March 22, 24, 26 and finally today April 13 when I was told no one has even responded to the query. I have also been promised follow up over the phone back on March 20. Nothing has happened.I am seeking the full refund to which I am entitled, back to my original payment method, as also entitled, not a voucher, which is the only option offered in their customer service portal. Thank you for your help!

  Customer Answer

  Date: 05/09/2023

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

• Initial Complaint

  Date:04/12/2023

  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.

  Due to COVID travel restrictions all my flights were cancelled and we were give Etihad Travel credit to ************ my money is locked with Etihad since 2 years and now they are threatening me to use or loose. we don't have any travel plans now and Etihad doesn't fly directly from ****** ***** too, since we moved to ****** we cannot use this travel credit and they are not refunding my money back to my credit card.

  Customer Answer

  Date: 05/06/2023

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

• Initial Complaint

  Date:04/03/2023

  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.

  Initially bought tickets for my mother on March 17th for April 18th from ****** to *********. Change the date from April 18th to April 4th on March 23 2023. Locked up and log back into make sure the change was reflected on the site, it was. Logged in the next day in order to add in my meal preference, however, the website said the flight could not be found. Called Etihad starting on March 24th and have been on the phone with them on and off since then without the resolution. They keep asking for 24 hours, at this point, it has been > 96 hours without a resolution. I can't even seem to get a refund because it does not allow my book number to be placed on the site. They are able to see my payment but say there is no ticket number attached and they're looking into it but again .. they keep asking for 24 hours each time I speak to them.

  Customer Answer

  Date: 04/27/2023

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