ComplaintsforEtihad Airways
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Complaint Details
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Initial Complaint
04/24/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My Business Class Seat (7K) on the *************** leg (~13 hour flight on Nov 22, 2023) was INOPERATIVE. - Seat was NOT operational, for the entire 13-hour travel and it was miserable. The Etihad crew during the flight tried for 1+ hour (from resetting seat, software reboot, to manually testing) , which added to the inconvenience of my flight. Post that, Cabin Manager (Janic) indicated that there was no other open business class seat. They offered to wake an Etihad crew/employee (sleeping) who was traveling in a business class seat and exchange seats. It was Thanksgiving and the person was sleeping. I did not think it was right to wake up someone from their sleep and force them to move to my inoperative seat (Etihaad suggests i declined a seat without context of no open seat and dislodging someone from their sleep who was an etihad employee)Bottom Line I traveled from *** to ********* like an ECONOMY Passenger (seat), despite paying a premium of Etihad Business seat. I expect to be compensated for the Variance in (price) between an economy fare and business fare for that travel .... which is $2000- $3000. Please Note - Etihad guest relations offered compensation of $200, which is Not equitable to the business class fare i paid for my travel ... or remotely make up for the inconvenience.Initial Complaint
04/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On January 5th 2024, I booked a flight from ****** (***) to ********* (*****) for 569.90$ and paid extra 162$ for a extra legroom seat from Etihad airways website. My travel itenary was supposed to be departing from ****** on 27th Jan 2024 @5:51 PM, arrive in ** @7:29PM and depart from ** on 27th Jan 2024 @10:00PM and reach *** (*********) on 28st Jan 2024 @7:30PM and depart *** on 31st Jan and reach ********* (*****) on 31st Jan @7:05PM But my flight got delayed from ****** was delayed till 8:45 and reached in ** on 27th Jan 2024 @9:30PM, due this my flight from ** to *** got missed and finally they gave me a ticket from ** to *** next day @1:00 PM, I had to pay again for the seats 108$ from ** to *** and there were no preferred seats from *** to HYD they asked me to get the business class for which I had to pay again 373$. They looted money from me even though it was not my fault that the flight got delayed. Also I had a free stay in ********* hotel for 2 nights which was not allowed to change the booking, for this I had to pay another 110$ to hotel to add an extra day. And when I called them from airport after the flight got missed they say reach out to jet blue and the jet blue says to reach out to Etihad they were just laying blame game on each other, I had to stay at the ** airport until 3 in the morning to get this thing sort out. I kindly request the *** to help me on this issue.Customer response
04/17/2024
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.
Sincerely,
*********************** *****
Initial Complaint
03/25/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I had booked a flight ticket for my mom (Booking reference: ******) using Etihad website and during booking process the website did not allow me to type in my mom's full first name. Her first name on passport is "*********************************************" and the first name field on etihad booking page does not take all characters, I looked up FAQ and it said people with long names who cant enter it can call customer service and get it corrected after booking. So i went ahead and booked the ticket, on later following up with customer service i was asked to pay $100 caht transcript attached, i spoke to the manager who was not helpful and just repeated the same thing, said will call me back next day.He called when i was on subway and never followed up i told him i am in subway and it will get disconnected. On calling the US call center number faced the same thing. Finally had to pay $100 for no mistake of mine. I did not mispell the name, neither was i adding a middle name.What was most frustrating was the quality and training of the customer support and i felt its like AI, just repeating the same thing without making any empathy,emotion. Etihad was gold star in customer service ( please note I paid premium on the tickets) but not anymore its become cheap , so its not just seats, bags now people with long name also have to pay extra for their name complete discimination for cultures.I hope someone senior at etihad looks into this fixes their website and FAQ pages and does some training for their customer service agents.Customer response
04/18/2024
Better Business Bureau:
At this time, I have not been contacted by Etihad Airways regarding complaint ID ********.
Sincerely,
*******************************Initial Complaint
03/04/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
1. Etihad personnel discarded a gift item of mine at the ******************************* (before boarding EY 103) which was earlier cleared at the ***************************. The airline did not inform me earlier that packaged coffee powder beyond 300gm was not allowed. The gift item was an expensive 500gm packet of coffee gifted to me by my student, and it did hold a strong sentimental value for me. Further, the airline website does not say clearly what is allowed and what is not, and the specific criteria for not allowing powdered items. Etihad must take responsibility for not informing me about the criteria ahead of time which resulted in loss of my gift item. Nowhere on their website does it provide any clear info either. I am demanding a refund of $100 for the actual market value of the coffee packet, plus another $400 for the emotional distress as the original gift which was given to me with a lot of devotion and respect can't be replaced. So the total compensation demanded = $500.2. Further, Etihad has bugged their website in a such a way that no online "claim" form can be submitted. Their online claim form asks for the "flight number" starting with the airline code "EY". But then no matter how much we try to enter the flight number, it keeps saying "Invalid format for Flight Number", and as a result the claim form does not get submitted. An ingenious way to refuse to entertain any claim from the customers.Customer response
03/29/2024
Better Business Bureau:
At this time, I have not been contacted by Etihad Airways regarding complaint ID ********.This was regarding my travel with Etihad Airways PNR: ******
Sincerely,
*********************Initial Complaint
03/01/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
January 11th, 2024 $108x4 = $432.00 Etihad committed to giving me four extra space(XL) seats on flight ***** on January 14th, 2024 Etihad didn't inform me about changing my seats to standard economy seats when they rebooked me on flight EY103 on January 15th, 2024, and they are now not refunding me the money that I paid as extras to get extra space seats to ********.I have raised a case with Etihad, and they haven't taken any action, also they have denied refunding my credit card dispute.Booking reference: ****** Origin: ********* - DEL Destination: ******** - *** Scheduled departure time: 0435 IST from DE****** **** *** from ********* to ********.Initial Complaint
02/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
********************* , *************. Email:******************** BOOKING REFERENCE : *********** AIRLINE BOOKING REFERENCE : ****** E-TICKET NO. :************* To: ETIHAD AIRWAYS Subject: Complaint and Claim for Denied ************** Issues, Booking Error, and Lack of Resolution Dear Sir/*****, I am writing to formally file a complaint and claim regarding a highly distressing incident that occurred on May 22nd, when I was denied boarding on my flight. I am extremely disappointed by the lack of assistance and resolution provided by Etihad Airways thus far. This letter serves as an official request for an investigation into the matter and a prompt resolution to the issues I have faced. On the aforementioned date, I arrived at the ***************** with ample time, approximately four hours before the scheduled departure. I had meticulously planned my trip, making my reservation two months in advance and completing the online check-in process. It is important to note that I hold a valid ***** work permit, and have been a resident of ****** for the past five years, the country to which I was traveling. To my astonishment, I was denied boarding at the airport, with the reason provided being an overbooked flight. However, upon contacting Etihad Airways customer support, I was informed that there were no remarks about an overbooked flight. Instead, I was told that the airline had indicated **** issues as the cause for the denial. I must reiterate that I possess all the necessary documentation, including a valid ************* and business permits, to enter ****** legally. During the denied boarding incident, the airline staff at *****************, including ******** and two other ladies, informed me about the compensation for the inconvenience caused.Customer response
03/15/2024
Better Business Bureau:
At this time, I have not been contacted by Etihad Airways regarding complaint ID ********.
Sincerely,
*********************Initial Complaint
01/31/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I booked my travel from ******* to ******* using ***** Miles and $603.91 cash on Sep 28 2023. Attached is my ticket for reference. On Noc 13, I received an email that my flight schedule is changed, Sorry for the inconvenience and I can review my options thru manage booking. I went thru the steps and found that there was an option to cancel with full refund. I ended up cancelling on Jan 26th and there was no message that there will be any cancellation or non-refundable fees. I took a screenshot of the cancellation page and attached here - "The refund amount can not be calculated online and must be supervised by an agent. You will be contacted by email within 72 hours with the details of the refund"There is no email until today and when I contacted the customer center today, they are saying that I won't get any money back and not the miles will be returned to our family Etihad guest account. This is a bad customer experience and leads to lots of frustration I request help to get this issue resolved and the money and miles are refunded. Thanks ***************************************Customer response
02/24/2024
Better Business Bureau:
At this time, I have not been contacted by Etihad Airways regarding complaint ID ********.
Sincerely,
***************************************Initial Complaint
01/29/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Booking Number: ****** 12/6/2023.This was a business class ticket. The power in my seat did not work. The door to the cabin did not close. It kept jamming. Every single time, I had to call the flight attendant to open and close the door. There were no other seats they were able to or willing to change me to.I was unable to work during flight, primary reason why I flew in business class. My was was disrupted and caused lost revenue. Who is responsible for this? The airline needs to take complete responsibility for flying a garbage truck versus an airline. I could have spent less money and flew in economy. I need to be compensated for this experience, otherwise, there will be consequences.Etihad customer service denied to take my complaint on their website or over the phone.I need a refund.Initial Complaint
01/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Date of transaction - Jan 9th **** Amount Paid - $ ******* The price for exact same trip for exact same dates now (since Jan 10th **** ) is $ 992 and they should refund the fare difference that occurred within 24 hours of booking.Business has not tried to resolve the problem.Reference/Tracking id - ********* (Reservation detail can also be referenced in the attachment).Customer response
02/05/2024
Better Business Bureau:
At this time, I have not been contacted by Etihad Airways regarding complaint ID ********.
Sincerely,
***********************Initial Complaint
01/11/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
02/23/2023 Dr. ** Transaction Purchased 6 tickets for a family vacation.When I called to add a bassinet I was told my reservation is cancelled and when I contacted again I was told that it was a no show which is ridiculous.Customer response
02/05/2024
Better Business Bureau:
At this time, I have not been contacted by Etihad Airways regarding complaint ID ********.
Sincerely,
***************************
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Customer Complaints Summary
138 total complaints in the last 3 years.
57 complaints closed in the last 12 months.