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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

    • 136 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:02/01/2023

      Type:Service or Repair 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 took a trip with Etihad Airways in November of 2022. On my way there my luggage was damaged. The bottom of the suitcase was cracked, one wheel had popped off and another wheel was wobbly. The suitcase was a year old as it was purchased in a set of three in October of 2021. On the way home from my trip the bottom of the suitcase was cracked more and another wheel had popped off and someone placed the damaged wheel on top of my suitcase. A total of two wheels came off from someone handling my suitcase roughly. I returned from my trip at the end of November and took the suitcase to the repair shop the first week of December and was told that it was unrepairable. The shop wrote a letter stating that and charged me $25 to write it, so I could send it to Etihad airways. Out of the suitcase set, the largest one was damaged. The size was 28 x **** x **** inches. Etihad Airways only offered me $50 for the inconvenience. I informed them that is not enough money to replace the size of the suitcase. I wrote many emails no one was responding, then they told me my case was closed because they have a new system and it was not transferred. I told them that was not fair as that is not my fault and they reopened the case and said the offer of $50 still stands and that's all they can offer me. I've emailed them numerous times asking if someone can call me or provide me with a higher offer and no one has called or responded. I would please like at least $100 to replace my large suitcase.

    • Initial Complaint

      Date:01/31/2023

      Type:Service or Repair 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.
      Etihad Airways cancelled by ticket in Sep ******************************************************************************************* to travel internationally to use that credit, I didn't have plans to travel and now they said that the credit is expired. I followed multiple times with the customer care. They kept saying that I'll lose the credit if i don't travel. I don't have plans to travel and apparently they indicate that my money will be forfeited. This is a foul business scam of cheating customer of their money for the fault that was at Etihad airline side.Travel Bank Account Number: *************************************** Guest Number: ************ Amount Forfeited: ****** USD.

      Customer Answer

      Date: 02/25/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:01/27/2023

      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 had covid before flying back to *** and requested ****** to reschedule but they didn't accept request , despite my whole family suffering from covid we payed pretty high amount on flight reschedule, which affected health conditions and mental pressure because we had a 2 year old daughter flight seats were note accommodated together as family and after a long discussion , and severe arguing they had adjusted the flight seats together which also caused a lot of embarrassment infront of the whole crew.

      Customer Answer

      Date: 02/21/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:01/20/2023

      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.
      Made a reservation on Etihad's website 17JAN2023 for a multi city flight from *** to ******* and return from ***** to *** with Etihad Airlines. Will provide booking reference and additional information upon request. Etihad claims to have a no change fee policy. But upon calling customer service, they claim that the ticket purchased cannot be changed and it says that when booking. It did not say changes cannot be made and it did not say this in the reservation confirmation email. I send this to the customer service supervisor and they still are unwilling to help their customer. Completely unacceptable and they're hiding restriction like this on tickets purchased by not making the customer aware of this. I'm willing to show the booking process again to show that the website does not mention any of these restrictions that they claim. It's hidden and unethical.

    • Initial Complaint

      Date:01/18/2023

      Type:Service or Repair 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.
      Dear Sir: I was a business class passenger on the flight by Etihad from DPS to *** on the 6th of January, 2023.Upon arrival to ******** *** with extreme winter weather, I found out that my bag was missing. Eventually, four days later, my bag arrived heavily damaged. At the lost and stolen counter at *** / baggage claim they explained to me, that according to international regulations the airline is supposed to reimburse my ad hoc expenses / emergency expenses - warm clothing, battery chargers, underwear, socks needed for immediate use. When my luggage finally arrived four days later, I filed an official complaint through your website, which however was not respected. They told me the airline was not responsible for the case and that it is not liable to any compensation demands. Being a documentary filmmaker, short-listed for an Academy Award, I have to travel often from the US to Europe and Asia. I would like to continue using the services of your company. I hoped therefore that my request will be considered and met without further additional efforts on my part. Thank you. PS. All necessary evidence (photos, receipts etc) are available and can be provided upon request. Ref: *************/ CRM:*********** Best, - ************************************* ************************************* ************ womenofthegulag.com ************** ********************* Our Ref: ************* 17 January 2023 Dear ************************, Thank you for taking the time to write to us with regard to your latest trip to ********. We are sorry to hear your bag was not delivered to you upon your return to ******** on 05 January 2023. Whilst we can certainly appreciate the situation, the delay of your baggage occurred during the last sector included in your booking. For this reason, this case does not qualify for compensation on this occasion.With regards to your damage bag claim, Having reviewed the picture you have provided,?I can see that the damage is limited to the zipper and slider zippe

      Customer Answer

      Date: 02/12/2023

      Better Business Bureau:

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

      This is their corporate address - ETIHAD AIRWAYS P.J.S.C. LLC 
      ***************
      ******* ** *****

       

      I sent them a letter stating that if they do not respond I will *** them in small claims court.

       

      It seems like they feel like they can delay someone's luggage for four or five days, damage it, let the contents be damaged, and not respond or resolve the matter, not take any responsibility, breaking all the **************************** regulations. DOT. Which requires airline to pay in case of damage or delay of luggage.

      Sincerely,

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

    • Initial Complaint

      Date:01/17/2023

      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.
      Booked multi city travel booking reference #****** on the Nov 22 for the flight departing on January 29, seeing the fanfare and promotion "stop over on us" where Etihad provides hotel stay free of cost for upto 49 hours/2nights I booked the trip. all along when i tried to make reservations it, showed me a cartoon of the ********************* and a note saying its (website) is under maintenance. Now that I contact the airline on chat support I am being told that the hotels are full and there is no availability/. This is more like a bait and switch from a reputed state owned airline, what a shame.The same is the case where I have a little under ******************* ******* en route to ********. I need to have a place to take rest.Let me know how you can help, reimburse me for accommodation or arrange for hotel stay. The way business is being carried out now is disgusting

    • Initial Complaint

      Date:01/04/2023

      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.
      Hello ********** ** March 8,2022 with my chase credit card, I purchased Air Ticket from Etihad Airways website and paid $2406.23. ** March 11,2022 I have called Etihad Airways customer care and cancelled my ticket, they charged me the cancellation fee of $200 and issued the refund $2206 and said it will take 45 days to process my refund to credit into my account. It has been more than 9 months now and the full refund $2206 has not been issued yet.Every time i call Etihad customer care all the Agent says that i should get refund of $2206, but their backend accounting department is not clearing the refund.Please find the proof of email confirmation from Etihad about the refund. I request you to work with the Etihad Airways and settle my refund as soon as possible.*************

      Customer Answer

      Date: 01/29/2023

      Better Business Bureau:

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

      Last call I received from Etihad Airways ************* was on Dec 14, 2022 , no one from Etihad Airways contacted me  after i have opened this compliant with BBB.


      Sincerely,

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


    • Initial Complaint

      Date:12/27/2022

      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.
      Etihad Airways Case Reference ************* I lost my bag while travelling to *****. Etihad was not able to locate my bag and provide the refund amount. They just closed the ticket without any resolution.

    • Initial Complaint

      Date:12/05/2022

      Type:Service or Repair 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.
      Etihad ran a promotion to award ****** miles for 3-day rentals with **** and a second offer to award ****** miles for 3-day rentals with ****.I met the terms and conditions of the offer for two separate rentals, but have not been awarded the bonuses.The first rental was 9/8/22-9/11/22 in ******* **.The second rental was 11/1/22-11/4/22 in *********** ** My name is ************************* and Etihad number is ************ There is an open complaint CRM *********** with Etihad on this issue for the ****** miles not being awarded, but now the same thing has happened on the ****** miles, and I still have never been awarded the ****** miles from September.

    • Initial Complaint

      Date:11/17/2022

      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.
      Hi,On 24th July 2022 , I called Etihad airways and cancelled the return flight of booking reference number ****** with Etihad Airways. Agent stated the refund will be split into two ways - some goes into my account in ***** with ********** of India, which was used for the **************** through netbanking, and some amount into by **** of America Debit card (which was used for adjusting the dates and paying the difference after **************** was done). He only asked me to send the ***** **** account details, but did not ask for debit card details, since he said they already had that info. The refund was supposed to happen within 45 days. Upon multiple follow-**** the agents stated my refund was processed on August 1st. However since I did not receive any refund even after 60 days, I followed up multiple times and I learnt that Etihad had messed up my refund, where the bank details I emailed, the customer service team had forwarded it to the wrong team. The agent mentioned he now forwarded it to the right team. Still no refunds, and then I called again around October 3rd week and the agent said I should see a refund of approximately INR 1.5 Lakhs. On October 20th I saw a refund of INR ********* on my SBI bank account. But this is only partial amount of what I was expecting. It should have been around 75K INR into my SBI account and around 350 USD into my **** of America Debit Card.After following up once again, around November 10th , the agent confirmed that there was some "portal error" and she received an email from finance that the remaining money should be credited in 48 hours. I still didn't see any refund processed and wondering if I should talk to my attorney. But before that I am hoping BBB can resolve this for me Thanks Sunil

      Customer Answer

      Date: 12/11/2022

      Better Business Bureau:

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

      Sincerely,

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

    Etihad Airways is NOT a BBB Accredited Business.

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