Etihad Airways Reviews 

I booked an Etihad ticket from Kochi to Toronto for my mother-in-law. Before the flight, her son — my brother-in-law — was diagnosed with leukemia, and she could not travel so she could be with him.

I contacted Etihad before the flight, provided hospital documents as proof, and asked for a refund on compassionate grounds. I would also have accepted a travel credit or any other flexible option.

Etihad refused the fare refund and simply said the ticket was non-refundable. No escalation, no credit, no alternative was offered.

Because of that, I had no choice but to cancel the ticket. My mother-in-law never travelled, and the seat was released back to Etihad. Etihad refunded only the tax — I lost the full fare.

I understand non-refundable fare rules, but this was not a change of mind. This was a documented, life-threatening illness in the passenger's immediate family. Etihad showed zero compassion in a genuine family emergency.

I will not book with Etihad again, and I cannot recommend them to anyone who expects basic humanity when something serious happens.

Owners own Manchester City just been charged with fiddling just like the airline.Could not fly due to Trumps war in lran after months of trying to get a refund had to get my credit card company to refund money
Fly with someone else total thieves.

Cabin crew made my flying experience great but air steward Martin made it 5* he was engaging, friendly and made our flight the best, he shown a genuine intrest in our journey, he asked if I wanted another blanket, I fell asleep and woke up to find that he'd places the extra blanket on my lap, he helped his colleagues and gave excellent customer service, a real asset to Etihad Airlines.

⁸Subject: URGENT: Formal Complaint

Regarding Unprofessional Conduct, Ticket Denial, and Financial Loss -

Flight Details: Etihad Airways Flight from Toronto Pearson (YYZ) to Nairobi (NBO) via Abu Dhabi (AUH)
Date of Incident: September 17, 2026

Dear Etihad Airways Executive Customer Relations,

I am writing to formally lodge a severe complaint regarding the modern-day nightmare and deeply unhuman service I experienced at Toronto Pearson International Airport on September 17, 2026. A lady supervisor not only wrongfully denied me boarding under booking reference 8NMGIY but also made defamatory insinuations regarding my Canadian passport and manipulated my seat assignment for secondary gain.

I was traveling to Kenya to visit my 94-year-old mother, who is critically ill. I held a valid Canadian passport and an approved Electronic Travel Authorization (ETA) from Immigration Kenya. Upon arrival at the counter, a single-letter typographical error was discovered on the ETA issued by Kenya (a "G" was printed instead of a "W"). Every other specific identifier—including my full name, date of birth, and passport number—matched my identity perfectly.

Because of the time zone difference, I could not instantly reach Kenyan Immigration. However, I explained to the staff that as a Canadian citizen, I am permitted transit through Abu Dhabi for my 14-hour layover on Friday without a visa. This window would have given me more than enough time to receive the rectified ETA via WhatsApp or email from Kenyan authorities before boarding my connecting flight. The Kenyan government issued the document with the error, meaning I would not be held responsible upon arrival.

Despite my respectful pleading, the lady supervisor acted with an extreme lack of professionalism. She went as far as to falsely instigate that the Canadian passport I was holding did not belong to me.

Worst of all, while standing a short distance away, I clearly overheard this supervisor telling another staff member not to worry about a specific passenger they had an interest in who was currently on standby. Pointing directly at me, the supervisor stated that the standby passenger would get a seat because she was not going to allow me to board. This strongly indicates that my boarding was maliciously denied not out of a strict regulatory concern, but to intentionally free up a seat for a standby passenger.

Following this denial, the supervisor completely refused to re-issue my ticket for a future date or process a refund, essentially stealing the funds I worked incredibly hard to save.

While I have received an email stating Etihad will respond within 28 days, this timeline is entirely unacceptable given the critical medical status of my elderly mother and the clear ethical breach committed by your airport staff.

To resolve this matter, I demand:
1. An immediate, full refund of my ticket or an immediate rebooking at zero cost on the next available flight to Nairobi.
2. A formal investigation into the supervisor on duty at YYZ on the evening of September 17, 2026, regarding the manipulation of standby seats.
3. Expedited escalation of this case.

If this matter is not resolved promptly, I will be forced to escalate this to the Canadian Transportation Agency (CTA) and seek legal counsel for the financial and emotional distress caused.

Sincerely,

On Thu, 17 Sept 2026, 4:02 pm
Hi
There was an error on my ETA Electronic Travel Authorisation from Kenya Immigration by typing a single alphatic letter different.
The alphabetical W in my passport appears in my ETA as G.
While everything is complete identical. I was kept at the airport as the lady in charge assured me that she isxseeking clarification from both AbuDhabi and Nairobi not taking i to consideration the time difference of Canada, UAE and Kenya.
My travel is urgent because of my very sick and old mum.
Now can't really wait for 28 days for further clarification. I am really disappointed and I think I am looking for alternative mechanism to settle this issue.
Below is copy of passport and ETA for your ease of reference.
Thank you

We bought "Economy Deluxe" tickets primarily because we wanted seats with extra legroom. Their website states that these seats are subject to availability, but they were available when we booked, so we opted for them. The day before departure, ETIHAD changed the aircraft and removed our option without offering a replacement. We ended up paying a premium price only to get standard seats. Customer service advised me to file a claim for compensation. I haven't heard back from them since July 29, 2026. Their chatbot agents keep giving me the runaround with the same "I'm here to assist you" spiel, yet we still haven't received any compensation. I find Etihad's approach very dishonest; their customer service is completely useless and seems designed to discourage people from pursuing their claims.

EC261 Compensation Approved in December – Still No Payment by September
Our EC261 compensation claim with Etihad was approved in December 2025 following a delayed flight and missed connection from London Heathrow to the Maldives.
We were advised payment would be made within 30 working days. It is now September 2026 and no payment has been received.
Over the past several months we have:
completed forms multiple times,
been given conflicting instructions regarding bank details,
experienced repeated technical failures on the compensation portal,
provided screenshots and evidence,
contacted customer services numerous times,
and requested formal complaint escalation.
During a telephone conversation we were advised that a supervisor would contact us directly, however nobody ever did.
The most disappointing part has not been the original flight disruption itself, but the handling of the approved compensation afterwards. The communication has been inconsistent, and responsibility has repeatedly been pushed back onto the customer despite clear evidence of system issues.
We are now preparing to escalate the matter to the UK Civil Aviation Authority (CAA).
This is extremely disappointing from what is presented as a premium airline.

I booked business class flights on Etihad, flying from Madrid to Kuala Lumpur in September 2026. The booking was made through a third party agent. At the time of booking, I knew that the tickets were non-refundable in the event of cancellation, but at the time had no intention of cancelling. Unfortunately this year, I was diagnosed with breast cancer and subsequently had an operation to remove the tumour. However, further radiotherapy treatment was required. As a consequence, I would not have been able to take my flights. I contacted Etihad, who referred me back to the travel agent. I spoke with the agent who acknowledged that the flights were non-refundable in the event of cancellation, but under the circumstances there my be a case for a refund based on my medical circumstance. I completed a proforma and submitted official documentation from the hospital and the consultancy, detailing my diagnosis, treatment undergone and forthcoming further treatment. This quite clearly demonstrated that I would not be able to take the flights that were booked. I expected the travel agent to take this up with Etihad (this was the impression that I was given). However, all I recieved back was an email reiterating that the flights were non-refundable. They suggested that I contact Etihad myself. I did contact Etihad customer service, but recieved very little help or compassion in pleading my case. The customer service person said that they would speak to a manager (this appeared to take all of 2 seconds). She said that at the time of booking the flights were non-refundable and that it was the airline policy. This is not the first time that I have flown business with Etihad and, although just Bronze, I am a member of their Etihad guest programme. Under the circumstances, I would have thought that compassion could have been shown; at the end of the day, I would much rather be flying off on my Malaysia holiday than in my current predicament. I feel sure that with the evidence that I had provided, my case could have been reviewed with a view to making an exception to the airline non-refundable policy. My husband and I take several holidays a year and always fly business on long haul holidays. However, following this experience, I will certainly be looking at booking flights through other airlines rather than Etihad.

Extremely disappointing experience with Etihad. My return flight from DPS to AMS was cancelled, and I was told on 22 March that my refund would take a maximum of 45 days.

It has now been over 5 months.

I have contacted Etihad Customer Support 6 times. Every time, I am told the case has been escalated and that I need to wait a little longer. Nothing has been resolved. Etihad now says that the refund has been processed, but they still cannot provide me with a refund reference/ARN or proof of payment.

I have lost all confidence in this process. Five months for a refund that was supposed to take 45 days is simply unacceptable.

On Lisbon / Abu Dhabi, they use a charter company with old aircraft and non Etihad crew.
Very bad experience and cheating of clients who think they'll fly Etihad.
We used Etihad for many years while going to Asia, but it's over.
Never fly this cheating airline again.

I booked an Abu Dhabi stopover package (Ref: EYH314135) under PNR: 9BNBHC, but my transit visa was officially denied by immigration. Since I am legally barred from entering the country, the stopover cannot be honored.
Despite emailing the stopover team with official rejection documents, I received no proper assistance. Etihad Holidays must coordinate with the ticketing team immediately to cancel the stopover package, waive all change charges, and adjust my flight to a direct connection.

bullshit and Rudy staff , they do not have sense to speak to the passenger even and showing the attitude like they are our bosses
they were in plan to serve us not to show rudeness

After a great flight from Jeddah to Abu Dhabi of the first leg of the return journey which I posted in a separate review and the excellent Etihad business class lounge at the airport I was extremely disappointed with the return business class flight with my family (5 of us) from Abu Dhabi to Manchester Flight EY75 Monday 24th August 2026 14:00pm departure.

It takes a lot for me to be upset but I just feel after having paid a lot of money for a business class flight the service was just not to the required standards - it spoilt the 8 hour flight. The cabin crew were not as attentive as in the same outward journey (Manchester to Abu Dhabi) where the manager introduced herself on the flight and made sure we were comfortable and were attentive to us throughout the flight. After settling into our seats we ordered our meals and wanted food after take off as we wanted to sleep after having been awake all night. Everyone was served and we were still waiting (OK we were the last row seats in business class) so we had to wait a little longer but it took forever until my wife had to remind the crew member after which there was a stale response "yes we are coming". At the beginning everyone got a drink and warms selection of mixed nuts but I didn't, I asked why but was given some lame excuse that i just had mains and dessert - well why dint you ask me!! Eventually the food came with a very grumpy and stern faced hostess serving it to my wife. My hostess was a bit more pleasant and apologetic but the damage was done.

I then slept for a while and woke up wanting a drink and this point a little upset and frustrated but then wanted to give them the benefit of doubt (hoping the staff would redeem themselves) but to my sheer disappointment I spent 45 mins looking at the menu whilst cabin crew walked past and didn't ask me once if I wanted something. To further my disappointment I then had to call one of the cabin crew to get a drink!!! I was dreading having to awkwardly interact with them again for the meal before landing so I skipped it even though I was hungry.

On the plus side, the seats and the usual amenities were great but the service unfortunately was terrible. Come on Etihad you can do better considering the price of your flights! This flight ruined overall what as an amazing holiday!

I don't think I got the "Settle on for an experience that goes beyond borders" this time round! To be fair the crew member on my aisle did come towards the end and apologise and ask how my flight was and I gave an honest opinion that I was disappointed but appreciated the gesture. It was at this point a little too late as the damage was done. On my wife's aisle side the crew member was never to be seen, no apology, no asking if everything was OK or if she needed something!

I am hoping this is a one off but from the other reviews I have read it seems a common problem. I will prioritise for sure other business class products in the future such as Q Suite who are far more customer focused.

Get your act together Etihad!!!

I am going to fly with Etihad Airlines for the third time within one year with a reference on 18th August 2026 (YYZ to BOM).

I had chosen an upgrade of extra 23 kg check in baggage, which now I wanted to change to a 32 kg instead. Since the option to change was not available on Etihad app, I contacted the customer care (Ms.Shifa and supervisor Mr.Gitesh) with an expectation to seek help. As usual the CC team is not empowered to help for a genuine customer request, but only trained to inform the stubborn Etihad rule books and finally say a "NO".

All the options are just to penalize a customer for a simple expectation to change an upgrade with agreement to pay the price as mentioned on the app. I am ready to pay the difference of around 56 CAD towards the change I wish to make. Yet, I am been pushed to pay a seperate amount of 32 kg baggage, and at the most carry a credit of 23kg to my next Etihad flight. This means I have to forcefully consider to fly with ETIHAD (within 1 year) with additional baggage irrespective whether I need or not, in my next itinerary come what may just so that I recieve a benifit of the paid amount and just because I want a better upgrade..?

I am not asking for any favors here. I am ready to pay the difference. All I want is a change, and not a cancelation of chosen extras.

This is sheer blackmail and not fair at all.

I suggest all of you to be careful with your bookings and while adding extras while engaging with Etihad, as they do not have any customer friendly policies and neither their customer care is empowered to handle your query, when it involves even slightest of commercials.

All you can expect from the CC is to read out the stubborn policies and to finally say a NO.

My return flight from Abu Dhabi to London on 18 July was delayed by 4hours, from 02:20am to 06:15am. I spent the night awake in Terminal A, and the meal voucher I was issued did not work, so I paid for food myself.
What followed was shocking.
I raised a claim on 19 July. A case was opened on 24 Jul and I was offered USD 250 compensation. I replied proposing another resolution, as I didn’t wish to take the $250. Etihad states it’d reply in 3 working days. I commented on the ticket 3 times over 10 days, and received no reply but an automated email.
I finally spoke to them on chat. They said there was no way to escalate, but she would email my case handler. Then my comments were DELETED from the ticket!!
Refusing a request is one thing. Deleting my complaint is another level of poor and shocking service. Still no human response after 2.5 weeks.

I have never experienced such poor treatment as a passenger.

I purchased a confirmed ticket months in advance on a Middle East Airlines flight operated by Etihad Airways from Abu Dhabi to Beirut.

I was unable to check in online, and when I contacted Middle East Airlines beforehand, I was told this was because the flight was operated by Etihad. I therefore arrived at Abu Dhabi Airport three hours before departure, where all check-in and customer service were being handled by Etihad Airways.

Despite holding a confirmed ticket, I was told that my seat could not be guaranteed because the flight had been overbooked. Instead of checking me in, I was instructed to wait until check-in closed to find out whether I would even be allowed to board.

As a result, I was left standing outside the check-in area for hours with no boarding pass, no access to security, no lounge, no duty-free, and no certainty that I would even be able to travel on a flight I had booked months earlier.

When I asked for a solution—whether an upgrade to Business Class or a refund so I could make alternative travel arrangements—I was told that nothing could be done until check-in closed.

A confirmed ticket should mean exactly that: a confirmed seat. Overbooking may happen, but leaving passengers who arrive well in advance with no answers, no alternatives, and no respect for their time is simply unacceptable.

Whether the responsibility lies with Etihad Airways, Middle East Airlines, or the handling of this codeshare arrangement, the passenger should never be the one paying the price.

This has been one of the most stressful, frustrating, and unprofessional travel experiences I have ever had. Based on this experience, I cannot recommend flying on this route or booking this codeshare with either airline, and I sincerely hope no other passenger has to go through what I experienced.

One of the shadiest, low quality mid range airlines going. Watch out for them trying to extort fees and extra money out of you at the airport check in. This is especially for the Hanoi airport and their staff, they are next level rude and shady.

Extremely disappointing experience with Etihad Airways. Just one week after booking, I requested to cancel or change my flight due to the rapidly deteriorating geopolitical situation in the region and my genuine concerns for my safety. Despite contacting customer service several times, they refused to offer any solution—no refund, no travel credit, and not even a date change.

At a time when many airlines are adjusting or cancelling flights in the region because of the security situation, it is unacceptable that an airline with Etihad's reputation for safety refuses to make any exception or even consider the legitimate concerns of its passengers. I now feel forced to travel against my will because I simply cannot afford to buy new tickets.

Passenger safety should always come before rigid policies. This experience has completely destroyed my trust in Etihad Airways, and I will never book with them again or recommend them to anyone.

Big name with terrible service ,
Flight delays and due to this the connective flight missed
Lost one day holiday and damaged my suitcase too
No compensation and no refund and zero action

I would not fly with them again. The lady (Taya) at the counter and his supervisor (Waleed) was so inconsiderate and refused to allow 1 kg more than the weight allowance. We have flown with this airline over the years and my experiences of late it’s becoming a budget airline. Customer Service is appalling and there’s no understanding or accommodation of any requests. Last time I’ll be flying with them.

Significant Flight Change Followed by Refusal to Honour Cancellation Option

I booked and paid for a one-way flight from Barcelona to Sydney departing at 10:30pm on 18 July. Several weeks later, I received an email advising that there had been a change to my flight and asking me to accept the revised itinerary.

Like many travellers, I assumed the change was a relatively minor schedule adjustment, as airlines frequently move flights by an hour or two. Based on that understanding, I accepted the change. It was only later, when reviewing my travel arrangements in more detail, that I realised the flight had not simply been moved slightly. It had been moved to 10:45am the following day, a change of more than 12 hours that fundamentally altered my travel plans.

This is particularly problematic because I am travelling from Menorca to Barcelona on a separate flight. The revised departure time means there are no suitable flights from Menorca that would allow me to connect on the same day, leaving me with little choice but to pay for overnight accommodation in Barcelona and incur additional travel expenses that were never part of my original booking.

What I find most disappointing is that when Etihad first notified me of the schedule change, passengers were offered the option of cancelling their booking. When I contacted Etihad after realising the true extent of the change, I asked to exercise that option. I was informed that because I had already accepted the revised flight and had purchased a Value fare, I was no longer entitled to any refund whatsoever.

I appreciate that schedules can change, but moving a flight by more than half a day is not a minor adjustment. It materially changes the journey that was originally purchased. It is unreasonable that a customer who accepts a schedule change in good faith, believing it to be a routine timing adjustment, can then be left with no refund option and additional accommodation costs caused solely by the airline’s decision.

I expected far better customer service and a more reasonable approach to resolving what is clearly a significant schedule change.