Complaints

This profile includes complaints for Etihad Airways's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Etihad Airways has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/28/2023

  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.

  Etihad Case #: *************** For the last two weeks, I've been trying to change a travel date for my wife & two kids (ticket reference #: ******, original ticket Ref #: ******). I have called customer support 6-7 times, and each of my calls went for close to ***** minutes, & at the end, each of the agents has the exact the same statement: Sir, our system has recently changed, & the backend team can only do this change on the travel date; & then there is an assurance of a call back within 24 hours from the back-end team. So many 24 hours have passed since the first assurance, I keep calling customer support & it is like a repeat telecast; I spend ***** minutes on the call & then comes the statement. I have spent close to 10 hours on calls & so. This is pure frustration; we do not pay for this service, and the airline is obligated to serve as expected; we have paid for their service, & then they take the customers for a ride. I have given them enough chance before putting my complaint here.

• Initial Complaint

  Date:03/27/2023

  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.

  This complaint is in referencce to Etihad Airways Reference:****** Ethic, Health, and Safety concern Issue faced prior to *** to *** On the day of online checking (30 hours prior to departure 01.31.2023) I called your customer service agent to ensure that there is no need for RT/PCR negative certificate. However, your agent explicitly mentioned that I must carry RT/PCR negative certificate in order to board the plane. I explained clearly that the automated system says it is not required and yet he made it clear that I must carry Negative RT/PCR test and there will be a random screening at the ***************.To take the test the pharmacy charged me $130.00 Approximately, due to the urgency I had to take a cab to rush to the pharmacy costing me approximately $40.00 plus Segment: AHU (*********) to *** (*******)I paid $94 for seat reservations for the round trip from ******* (***) to ************).I choose seat 37C for the segment between ********* and *******. However, at the time of boarding I was given a new boarding pass at the gate with new seat number 56H. When asked for the reason to change my seat that person did not have an answer. I am sending you the photo of my boarding pass. I was simply handed over the boarding pass with no indication or explanation.Seat 56H This is the worst seat, and the cushion was coming off and damaged. Even the stewardess was not able to fix it. She apologized for not being able to fix and could not assign me new seat as the plane was full. It was very last row. I had a very tough time for fourteen hours and ended up standing for a long time.Mosquito It appears the maintenance people forgot to spray mosquito repellent I also experienced mosquito bite and I had allergy and had watery eyes. I am sure other passengers had the same experience. This is really a health and safety issue.complaint References *************** reference:?**************2/4/2023 4:31 AM?CRM:*********** reference:***************3/9/2023 11:41 PM?

• Initial Complaint

  Date:03/13/2023

  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.

  Flew end of December Contacted Etihad in January and after that, multiple times by phone call and email.Heard back but they have not compensated. Have sent receipts, pictures evidence

• Initial Complaint

  Date:03/07/2023

  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.

  This is *******************, I booked a American Airline flight from ******, ** to ********, ***** on May 2 2022 with Etihad Guest Miles (25K mile + $52 fee ). Ticket number is *************, my Etihad Airways guest mileage account number is **************. The flight was cancelled by American Airline because ******** was shut down by ******* government, I requested them to change the ticket to May 2023 since I don't know when ******** will reopen for travelers. **************** told me that she couldn't it, but she could send request to back office to get approval, which need wait 4-7 weeks. However, I never got any response after more than 30 days. I called them to get refund, customer service wanted to charged me 10% mileages and additional fee. I don't thinks this is correct refund policy for airline cancelled ticket, so customer service sent another request to back office to waive this fee. However, I never got response either after waiting for more than 30 days. After that, customer service told me that my ticket is expired, they won't be able to help me, but I can send complaint to feedback team, which I did more than three times to explain my case, the back office or feedback team refused to give me refund because they think the ticket is expired. Please help me to get ticket rebook to May 2023 or give me full refund. 25K mile + $52 fee

  Customer Answer

  Date: 04/01/2023

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

• Initial Complaint

  Date:03/01/2023

  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 July 27, 2022, my wife, son, and I were to travel from ********* to ***** (Etihad reservation # ******), where we had a layover within the same day before taking a flight from ******** ******. At that time, no COVID test was required for in-transit passengers in *****, but the Etihad staff was not aware of that rule; they were very rude and denied us from boarding our plane, leaving us at the desk after boarding was over, just to tell us to take a Covid test and call the Etihad customer service center to get a new flight. When we tried to do that, however, we were told to re-purchase tickets, and no dates were available for all upcoming days, so we were obliged to rebook a very expensive trip with different airlines. After several months of correspondance, Etihad is finally acknowledging responsibility and has refunded us half the ticket fare, and is agreeing to 600 euros/passenger per EC 261/2004 regulation. However, Etihad is refusing to reimburse us for all the extra expenses incurred by their mistakes (new planes tickets, and additional expenses, such as lodging, etc.).Please find the attached documents as evidence of Etihad's wrongdoing and the list of expenses we are are asking to be reimbursed . We hope you will be able to assist us in resolving this matter. Thank you very much for your assistance in advance, and please let me know if you need additional details.Sincerely, ******************

• Initial Complaint

  Date:02/21/2023

  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 have purchased the ticket during the Covid crisis for my in-laws to come to the **. However, due to the coronavirus pandemic, the flights from ***** versus spend it. I did speak to the customer service agents at 80 hard about the situation and they told me that I can keep the ticket open and use it at any point of time without any. Relying on their advice, I thought my money was safe and did not seek a refund recently. I reached out to them to check the status of the ticket and they tell me that the ticket is expired and and no longer get the money back which is around $5000 and its a lot of money for me to lose for not getting anything in return. I request that this complaint be looked into expeditiously and help me get my money back.

• Initial Complaint

  Date:02/21/2023

  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 had requested a refund for my ticket cancellation. I had two form of payment bank and credit card.I received the partial payment of ***** INR in my bank account on 12 Jan 2023 but yet to receive the additional amount of ***** INR which was done through credit card payment.I had been following with with their customer care team for more than a month now and have also emailed their contact in the website but no response.Every time I call they just state that they have emailed the refund team and no response from refund ******** been a very frustrating experience.Would appreciate your help in getting this resolved at the earliest.Booking Ref # ******

• Initial Complaint

  Date:02/08/2023

  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 complaining about the violence and threatening gangster tactics against passengers by Etihad Airways.I flew on Etihad Airways from *******, ******** to ******* in Oct 19 2022. The flight number is *****. On the way to my connecting flight, Etihad Airways ground staff prevented me from boarding the plane and did not show me any paperwork or inform me of any reason. My passport and **** are totally legal. In particular, the Etihad ground crew threatened me repeatedly and even used violent means to seize my passport. I was forced to flee to customs, where a customs official from the ******************** intervened and got my passport back. Then this customs official returned me passport. I was forced to leave the airport for avoiding more physical threat. Afterward I took a flight back to *******, ********.I am providing the email response to my complaint from Etihad Airways. My question is, where is the legal procedure or formality? Please ask Etihad airline to provide the relevant processing documents, or airport surveillance video is fine. They did not show me any legal documents and procedures at that time. Meanwhile the ground staff of Etihad Airways kept threatening me verbally, not allowing any recording of the conversation and not leaving any written documents, with the purpose of not leaving any evidence.I believe in the rules of a civilized society. It is fine for an airline to deny a passenger boarding, but please show written legalities, not through violent threats from Etihad's ground staff. The Etihad ground staff even used security guards to grab my passport. I think I would have even been thrown in jail by the Etihad ground staff if the *** customs officials had not stepped in to help me at that time.

• Initial Complaint

  Date:02/07/2023

  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 booked a ticket on Etihad airways to fly from ******* (*****) to ***(********) on May 8, 2021. The airlines cancelled the flight and I had to make a different arrangement to fly back to ***. I was busy and forgot about the refund. When it was time to fly back to *****, I realized the airlines owes me money and I called and wrote to them, and they refused saying I did not claim refund on time. The airlines never ever wrote to me that I should claim and besides the ************************** has said all airlines that cancel flights are responsible to refund the money. Please help me getting the refund amount.

• Initial Complaint

  Date:02/06/2023

  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 had a flight on 10/08/22 from ******, ***** (***) to *** with a layover at ********* (***). The first itinerary of the flight (*** to ***) was with Air Arabia and the second part of the itinerary from *** to *** was with Etihad Airways. When I went to ****** airport on 10/08, I was given a boarding pass for only the *** to *** and not for *** to *** trip. I was told by the Air Arabia representative at the check-in desk that I can collect the boarding pass for my *** to *** trip when I reach *********. When I reached ***, I went to the Transfer Desk of Etihad at Terminal 1 and was told by the representative that they cannot issue me a boarding pass for my *** to *** flight. They asked me to contact customer service repeatedly and informed me that there was some issue in their system and they cannot provide me with the boarding pass. I had my boyfriend, ***********************, also calling customer service multiple times just to be told that they cannot help. After almost 4 hours of waiting at the transfer desk, they finally booked me on a different flight which was going to fly at the same time on the next day 10/09. I asked them if they could provide me with some kind of accommodation and food vouchers that I can use during my stay at *** airport, but they refused to provide anything. Finally, I booked a hotel named which was located in Terminal 1. I stayed there for 18 hours (10/08 12 pm to 10/09 6 am) and the total hotel charges were 328.94$. I bought food for 15.63$. I submitted this complaint to Etihad (Case #*************) on 10/12 asking for reimbursement for the amount that I spent at *** airport but haven't received any resolution. After repeatedly calling them, Etihad sent me an email on 12/05 stating that the technical issue was with Air Arabia and asked me to contact Air Arabia. I contacted Air Arabia (Case #*******) and they said I should contact Etihad because it was a codeshare flight. It's been ~4 months and my case has still not been resolved.