Complaints

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:12/03/2024

  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 husband and I spent almost $10,000 for round trip tickets from ******* to ********, *****, and our return trip left me never wanting to fly with or even recommend Ethiopian Airlines to anyone. 1-Upon our return from *****, the airlines made us miss our returning flight back to the **, and casually told us there was nothing that they could do when we had children to return to. We were not given any urgency with moving through the airport to get to our next flight, and was in a panic. No real compensation was made other than staying overnight in the hotel. This was not the major issue, however.2-When finally getting back to *******, I return home to notice that my items inside my bag (valued at $2k), were damaged, including my luggage wheel. Our night in *********** it was raining, and my luggage must have been left outside in transition, which COMPLETELY SOAKED my luxury leather goods, causing water damage. Since noticing the damage, I have gone to the airport TWICE to file claims, spoken to the Atlanta office over 20 times to inquire about the status, spoken with them via whatsapp and even filled out the form online and provided receipts, as ************ has now been over 3 months and still have not gotten this rectified. I have recently contacted the Atlanta office and have yet to have the supervisor reach out to me. I have completed all requested steps they've asked and attached various forms of evidence regarding my claim.

• Initial Complaint

  Date:09/03/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  The airline lost my baggage from ******** to *******. I filed a claim online and they closed it. I tracked down their baggage officer in *******. He had me fill out multiple forms. I had bag claim ticket, receipt for my lost item and proof they lost it. He has me fill out reimbursement form to get paid. Its been 2 months. He no longer answers my emails or phone calls. I have contacted their customer number, emailed everyone. Nothing. I want my money

  Customer Answer

  Date: 09/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. The business finally paid me. 
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:07/17/2024

  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 upgraded my flight ticket through their ticket office using my points. They accidentally charged me twice. I have called many times and emailed many times. They acknowledge they have made a mistake and charged me twice. They tell me they will get back to me and fix it. I never get a response and never get my mileage back. This has been ongoing for over 2 months. I just want my mileage back or a refund for the miles I might l bought with my USA credit card.

• Initial Complaint

  Date:05/02/2024

  Type:Sales and Advertising 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 surgery and I was traveling to crack ****. I went through no work airport and on my way. T. S.A. Blocked me and I spent over an hour and a 1/2 almost 2 hours over there. This prevented me from more than the plane on time, which the airline workplace came to assist me to get to the gate before it close. Including the manager for Ethiopian Airline, we managed to get to the gate where the supervisor (*****), stopped me and said I can't get on the plane. Her reasons were 1. she announced my name and i didn't show up. Now, if TSA stops you, how can you leave? Meanwhile, her coworkers came to deliver the reason to her. Even the manager was telling her to allow me to board, but she started screaming at me. 2. I had a surgery and I can't travel by myself. Which I never heard of it before. I was with my 1 yr old son, and my family had left back to ********. ***** ordered them to go close the gate which their back and forth to some extra time which I could've board. I sat in the wheelchair and watched her run her the the wrapped up. She then approached me and said she will allow me on the next day flight, and they were going to give us a new ticket. They took me to their office, then told me to wait and come tomorrow for the tickets. All this time there was no where for me to sleep, so my family who had already reached home in ******** had to come and get me. I reported the next day aound 5pm, which it took them almost tickets closing for them to finally offer me a ticket. At this time, my check in bag which I gave them from the time I got there was missing, which they had given to another passenger. This bag had my medications and therapy supply. I got to the gate to find the gave was wrong, it had no seat. They took another 35 mins to work on it. I got to **** to find out I had no connecting flight, which too some time for the to work around it. Ifot to Accra, to find my initial bags ready to be sent back *******. It took almost 2months get my bag with missing

• Initial Complaint

  Date:01/19/2024

  Type:Billing 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 need to update my first name to match my passport however the airline is trying to charge me $350 rather than the $50 as stated in their T&C. ***************************************************************************************

• Initial Complaint

  Date:01/16/2024

  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 took a round trip last year with Ethiopian airline and upon my return, one of me bags was missing. A claim was fillled with the airline and luckily, the bag was eventually found and mailed to my home address.Unfortunately, not only was my bag damaged, several items were also missing from it. I reached out to the airline and when my calls and emails were ignored, did an executive email and finally got a response. I filled out their form and listed out the missing items including price as directed. Fortunately I was travelling home and only had to purchase one essential item which I also included in my list with the purchase price. I also included a baggage claim request for my damaged bag.All these information including the baggage report form were sent since August last year and I have yet to receive any form of restitution or even a response to my subsequent emails.I have had issues with this airline in the past. I even sent this message to their official email address back in 2022, after multiple calls and redirections: "Good day.I had a transfer flight to Ethopian Airlines on 10/04/2022. Upon getting to my final destination, I noticed one of the bags was damaged. I tried asking for where I could file a claim but was informed I'll have to file it with the initial airline I transferred from. I have been unable to locate a local number for them and finally got this email address from a representative after a few calls. I have attached the boarding pass for both flights and will appreciate any help in filing a damaged baggage claim" I never got a response to this email either and this was also never resolved. I am concerned that I will get the same treatment as I did the last time if I do not escalate this issue. I appreciate any help with this.

  Customer Answer

  Date: 02/10/2024

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

• Initial Complaint

  Date:07/25/2023

  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.

  Unfair or Deceptive Acts Ethiopian Airlines has REFUSED to REFUND me my money. I couldnt travel due to a positive covid test result in 2022. I have provided bank statement as well as letter from the bank stating that they the funds has been paid to the merchant. I called numerous time to resolved this issue- this is robbery! Please assist me in getting my money back.Thank you!

  Customer Answer

  Date: 08/18/2023

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

• Initial Complaint

  Date:07/13/2023

  Type:Order 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 May 23, 2023, I flew on ET. I paid more than ******* for a Business Class seat, yet the entertainment system was inoperable. Booking reference: ******

• Initial Complaint

  Date:05/11/2023

  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 bought a ticket with Ethiopian airline back in September, and had to cancel the flight due to an emergency. I was due a refund on 12/14/2023, and I never received it. I filed a dispute with my bank and 5 months later the airline is claiming they sent the money but the bank never received it. If you could please help with this as the charge is ******* and I cant pay rent or bills due to this overdraft on my account. Any assistance you can give would be greatly appreciated. Thank you.

  Customer Answer

  Date: 06/05/2023

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

• Initial Complaint

  Date:05/02/2023

  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 checked into my flights in ******* **. The passes for my flight from ******* to *********** stated that it was not a boarding pass. When I arrived in ******* I checked in yet again with Ethiopian Airlines and proceeded through security again. My travel companion, ***************************, departed from ********* **. When she checked in United printed all of her boarding passes. She verified with them that she did not have to check in with Ethiopian Airlines upon arriving in *******. While waiting to board our flight from ******* to ADD she was told she needed an Ethiopian boarding pass. She proceeded to the gate agent and was ignored by all staff. Staff attempted to claim that there were 8 passengers that were "checked in," but not found. Those 8 passengers that been checked in completely by United and were all standing at the counter. Ethiopian proceeded to give away the United checked in passengers tickets to standby customers. Ethiopian stated that they did not have room on their over booked flight for the passengers that were checked in by United. ***** no longer had a seat on the flight. Being that we were traveling together I was forced to give up my seat in order to continue our journey together. We were then booked on a United flight to ********* ******* then Lufthansa flight to our destination of *******. Upon arrival in ******* our luggage was no where to be found. No one in the ******* airport wanted to help ** at first. After at least 30 minutes and 10 different employees, one gentleman told ** that our luggage was never scanned into the ******* Airport. We filed a claim and prayed that this huge inconvenience would not effect our trip through Africa. At this point we had missed our tour meeting and were over 6 hours past our original arrival time. Intrepid, the company we were touring with, helped ** find bare necessities of clothing and camping supplies in order to continue on with the trip. We were forced to upgrade several nights of camping to hotel stays due to missing our luggage and not having all of the supplies we needed. Several days in we still had not heard anything back from any of the airlines and had no updates on our missing luggage. ***** gave our luggage tag and claim numbers to the tour guide to see if he could be of any assistance. Intrepid and our tour guide were able to locate the luggage still in ******* and get it sent to Africa. They worked tirelessly to get it on flights, buses and ubers to get it delivered to **. In the meantime the airline asked for a list of all items in the luggage with still no update as to where the bags were. Our luggage was surprisingly delivered to us later afternoon 25/3/2023. The airlines still track the luggage as missing. We received a bill from intrepid for $68 for travel fees for the luggage.