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

  Baltimore Ellicott City, MD 21042

• 

  Etihad Airways

  875 N Michigan Ave Chicago, IL 60611

• 

  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:04/17/2025

  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.

  We were delayed on a flight by 1.5 hours, which caused us to miss our connecting flight in *********. Because of this, we were stuck in teh ***************** for 9 hours. We missed a night at our resort, which we had paid for. We were offered $200 in flight credits. We never want to fly this airline again and they refuse to provide us any money despite this being 100% their fault. As this is an international airline, $200 of flight credits does nothing. We lost money due to this company. Their customer service has been terrible. I will never fly with this airline again.

• Initial Complaint

  Date:03/31/2025

  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.

  Etihad Refusing Fare Difference Refund Within 24 Hours of Booking Complaint Description:I booked a flight directly through Etihad Airways official website on March 28, 2025, at 1:34 PM IST. The booking was for travel from ********* (HYD) to ****** (BOS) on April 3rd, with flight numbers ***** and ***. The total amount paid was ?******* (~USD $2,340).Within just a few hours of booking still well within the 24-hour window I saw that the exact same flight, for the same date and time, was listed for ?******* (~USD $1,960) on the same website. That is a fare difference of ?****** (~USD $380).I immediately contacted Etihad customer care via chat to ask for a refund of the fare difference or permission to cancel and rebook the ticket without penalty. I also mentioned that I have been unwell since March 21st, and made the booking in distress.Despite these facts, the customer service team:Refused to offer a fare adjustment Informed me of a ?****** (~USD $440) cancellation fee, even though I was still well within the 24-hour window Denied my request for a waiver, stating they dont offer medical waivers Was not empathetic or willing to escalate my case I believe this is unfair and misleading customer service. ********************** promotes a 24-hour cancellation policy for direct bookings, but is refusing to offer any flexibility or basic fare adjustment even though the ticket had not been used, and the price difference was clearly visible on their own *************** Reference: ****** Name on Ticket: ******* ***** ****** *********** of Booking: March 28, 2025 1:34 PM IST Flight Details: ***** and ***, HYD to BOS, April 3, 2025 Disputed Amount: ?****** (~USD $380)

  Customer Answer

  Date: 04/24/2025

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

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair 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.

  I have been flying with Etihad for a while now and it has never been this bad. My issue is that this fraudulent company is not giving me or my wife miles earned on travel, saying my account is suspended for some audit reason despite everything provided to them, multiple emails sent and a year of bouncing me around with no points to redeem. The company has since simply ghosted me and made any page related to redeeming the miles 404 and non-fictional. I would like my earned miles back and available to be redeemed. It should be worth 57$ for me and 57$ for my wife.

  Customer Answer

  Date: 03/07/2025

  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.
  
  Sincerely,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:02/07/2025

  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 am reaching out to formally file a complaint against Etihad Airways regarding their refusal to issue a refund for my booking despite exceptional medical circumstances.Due to an unforeseen medical condition, my wife has been diagnosed with endometriosis and is scheduled for surgery around our travel dates. Her condition and the post-surgery recovery period prevent her from traveling in the foreseeable future. Given this situation, I submitted a refund request to Etihad Airways, along with a medical letter from her healthcare provider detailing her condition and the necessity of the surgery.Despite providing clear documentation, Etihad Airways has denied our request for a refund, showing a lack of consideration for this unavoidable medical emergency. I believe this violates fair consumer rights and ethical business practices, as many airlines offer refunds or at least travel credits for such genuine medical emergencies.I am seeking BBBs assistance in addressing this issue and encouraging Etihad Airways to follow appropriate consumer protection guidelines. I would appreciate any support in facilitating a resolution, whether through a full refund or an alternative ********************* Details:Airline: Etihad Airways Booking Code: ****** I appreciate your time in reviewing this complaint.

• Initial Complaint

  Date:01/23/2025

  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, hope this message finds you well. I am experiencing trouble with Etihad Airways, and am hoping for assistance in resolving the matter.Etihad Airways are trying to take advantage of me. Booking: ******* ******* *****, and ******, ****** ******* Departing flight is 01/26/25, return is 02/07/25. I bought two economy class tickets, as I have many times with this airline and others in the past. I called Etihad a week ahead of my departing flight to ask about seating, and of their own accord, they told me I had the basic ticket which did not include baggage and could not be changed. I was confused. When I made the purchase, the page stated I was buying the usual ticket with 2 bags and a carry-on per ticket. I tried to work out some amicable solution with the representative, but they had no interest in working with me in even the smallest way, despite this all starting as a simple issue on their website. I asked to speak to a supervisor. I was told he was busy but would call me in an hour. I never got a call. I cannot afford the extra ***** USD they want for what is standard baggage for this type of flight. It's not as if I paid less than the standard fair for this type of economy flight, considering how early I booked.I would greatly appreciate any help in resolving this matter. Thank you.

• Initial Complaint

  Date:01/16/2025

  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 number: ****** *tihad has an ongoing promotion that gives you complimentary stay in ********* for up to 2 days if you book a return flight with them.I booked a flight with a 2 day layover in ********* with this offer and selected a hotel at the time of booking. However, 3 days prior to my flight Etihad team called me and told me there is no hotel available for me. This is very disappointing and unnecessary on their behalf. If it wasn't for the promotion, I would have picked a different airline with no layovers. I request Etihad to financially compensate me for 2 days of stay in ********* for my trip and keep their promise. I am attaching my itinerary and a screenshot of promotion run by Etihad.

  Customer Answer

  Date: 02/10/2025

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

• Initial Complaint

  Date:01/16/2025

  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.

  Date of transaction: 11/26/2024 Amount paid for transaction to Expedia to book Etihad flight tickets for parents: $1846.32 Etihad refused to create exception for name correction request for my Father **** Etihad never responded to my email

• Initial Complaint

  Date:01/07/2025

  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 have booked an international flight with Etihad as the ticket owner from AUS to HYD on Jan, 15th and a return 6-7 weeks later. I came to know that Etihad allows 2 checked bag in that route, but we are not getting that as according to their agent, the first flight is ***************** which allows 1 checked bags. However, while ***************** allows a personal item with 1 cabin luggage, Etihad doesn't allow the personal item. So, they are forcing us to have no personal item and just a cabin luggage throughout the journey. Just to note that during booking, the information on personal item was not evident. So, we asked why are we getting worst of 2 airlines and why not make one of their system uniform across. This is an international flight with an Autistic toddler, so we requested both the airlines, but they have no logic on the baggage situation and they are not yielding to our request. I have attached one of the many chats with Etihad support.

  Customer Answer

  Date: 01/31/2025

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

• Initial Complaint

  Date:01/02/2025

  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.

  Title: Damaged Fragile Luggage Contents and Inadequate Compensation Description:I am filing this complaint regarding Etihad Airways for damage to my checked-in luggage and its fragile contents during my recent travel. Despite clearly informing the airline of the fragile nature of my baggage and having a "Fragile" sticker applied, my items were mishandled and severely damaged.Specifically:My electric scooter parts, valued at $850, were damaged, rendering my primary mode of transportation *********** trolley bag, valued at $150, was also damaged beyond ********* a student, I rely on my scooter for daily commuting. The damage has caused significant inconvenience and financial stress, as I now face difficulties with commuting and unexpected repair costs.I initially submitted my claim to Etihad Airways and provided all the necessary evidence, including photos of the damaged items, repair estimates, and proof of travel. However, the airline took 22 days to respond to my claim and has refused to offer monetary compensation for the damaged items inside the luggage, citing their policy. They have instead offered a $200 travel credit or a replacement bag, which is inadequate considering the extent of the damages and the inconvenience caused.I request fair compensation of $1,000 for the damaged items, covering repair and replacement costs. I believe this request is reasonable given the circumstances, the evidence provided, and the undue delay in handling my claim.

• Initial Complaint

  Date:11/20/2024

  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.

  Etihad has 2 nights hotel free promotion on their website, so I booked to take advantage of their promotion. Now, they're telling me that there's no hotel available for me for 2 nights stop over. They're telling me that it's a block out date for hotels but none of that information was on the website, if I knew that there will be no available hotel for me, I will not book the ticket. It's unfair for customers to lure on their promotion and they will not provide. So now, what they expect me to stay at the airport for 2 nights stop over or book and pay another hotel on my expense. They won't even let me cancel my booking and charging me $330 cancelation fee when it's not even my fault they don't have hotel available.