EA
Ethiopian Airlines
Unclaimed Business
EA
Ethiopian Airlines
Unclaimed Business
40 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Ethiopian Airlines faces severe criticism across nearly every aspect of its customer experience. Lost, delayed, damaged, and tampered luggage is the most dominant complaint, with many passengers reporting stolen valuables during transit through Addis Ababa. Customers describe an almost non-existent complaint resolution process, with emails going unanswered for weeks or months and call centres providing no meaningful assistance. Refund and compensation claims are routinely ignored or stalled indefinitely. Staff at airports are frequently described as rude, dismissive, and unhelpful, compounding passenger frustration during already stressful situations.
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#9
in Travel & Vacation
NPS Score
-85
Recommended: Unlikely
Review Distribution
1.1|40 Reviews
May '25 - Apr '26
5(0%)
4(2.6%)
3(0%)
2(5.3%)
1(92.1%)
5(0%)
4(2.6%)
3(0%)
2(5.3%)
1(92.1%)
Frequently Asked Questions About Ethiopian Airlines
Based on recent customer reviews, this business delivers a consistently strong customer experience anchored by outstanding agent quality and rapid communication. Customers frequently name individual consultants and praise their friendliness, patience, and professionalism. Recurring praise is given to claims and roadside assistance, though a vocal minority report frustrating delays, rejected claims, and poor transparency around premium increases.
Hellopeter's TrustIndex is a 0–10 score based on review star ratings, reply speed, and recent activity over the last 12 months. How is the TrustIndex calculated? →
Recent reviews (40)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceTN
Teboho N
1 reviews | Active since Jan 2020
18 Mar 2026, 13:56
Refund Not Paid
This is in relation to the airline global call centre and their finance department has been giving me the run around since my travel on 17 February 2026. A refund of my 50Dollars that I paid due to the incompetence of the airline agents.
Helpful (0)
|Replies (0)TN
Teboho N
1 reviews | Active since Jan 2020
18 Mar 2026, 13:56
Refund Not Paid
This is in relation to the airline global call centre and their finance department has been giving me the run around since my travel on 17 February 2026. A refund of my 50Dollars that I paid due to the incompetence of the airline agents.
0
Replies (0)MM
Mercy M
1 reviews | Active since Jan 2020
26 Jan 2026, 08:35
Poor Customer service - Ethiopian Airlines staff
Good day, I’m disgusted by the poor customer service provided by Ethiopian airlines staff at the airport in Johannesburg. Please read my the below email: l spoke to someone around 7am this morning and the person promised to get paid back to me within 1 - 2 hours. But no one bothered to respond. I need urgent help with this matter! I’m writing this email to inform you that l was unable to travel yesterday because of the poor service at the airport. I was assisted by a man who later told me he was unable to assist because he needed something that shows l have a right to be in the UK. I gave him the details l have but he was rushing saying that he needed to be somewhere. He then sent me to the next person to assist me at counter 101. The lady was looking for the share code. I gave her the information l have but she told me the system was not accepting the details. I asked her to help me get whatever she was looking for. She could not help me and asked few people to help. They showed no interest in helping me instead someone from the staff took my passport without me noticing and disappeared for a while. Tha lady at counter 101 then told me she could not help me. She was also rushing to get to lunch. She accused me of giving my passport of which she did not. She left me standing by the counter as if she was gonna come up. I waited and waited without any support. The flight closed whilst l was standing there. I was up and down at the airport looking for support with no success. I was later directed to speak for a manger about my situation. He was also on lunch. I waited….. he finally returned. He showed no interest in helping me instead he asked me to contact the agent to do a date change. He left me there whilst l was standing outside of his office. I requested for his details please see his details attached above. What do l do in this situation? I need to travel back to UK urgently. I’ve got to return to work. Your agent attention in sorting this mess will be appreciated.
Helpful (0)
|Replies (0)MM
Mercy M
1 reviews | Active since Jan 2020
26 Jan 2026, 08:35
Poor Customer service - Ethiopian Airlines staff
Good day, I’m disgusted by the poor customer service provided by Ethiopian airlines staff at the airport in Johannesburg. Please read my the below email: l spoke to someone around 7am this morning and the person promised to get paid back to me within 1 - 2 hours. But no one bothered to respond. I need urgent help with this matter! I’m writing this email to inform you that l was unable to travel yesterday because of the poor service at the airport. I was assisted by a man who later told me he was unable to assist because he needed something that shows l have a right to be in the UK. I gave him the details l have but he was rushing saying that he needed to be somewhere. He then sent me to the next person to assist me at counter 101. The lady was looking for the share code. I gave her the information l have but she told me the system was not accepting the details. I asked her to help me get whatever she was looking for. She could not help me and asked few people to help. They showed no interest in helping me instead someone from the staff took my passport without me noticing and disappeared for a while. Tha lady at counter 101 then told me she could not help me. She was also rushing to get to lunch. She accused me of giving my passport of which she did not. She left me standing by the counter as if she was gonna come up. I waited and waited without any support. The flight closed whilst l was standing there. I was up and down at the airport looking for support with no success. I was later directed to speak for a manger about my situation. He was also on lunch. I waited….. he finally returned. He showed no interest in helping me instead he asked me to contact the agent to do a date change. He left me there whilst l was standing outside of his office. I requested for his details please see his details attached above. What do l do in this situation? I need to travel back to UK urgently. I’ve got to return to work. Your agent attention in sorting this mess will be appreciated.
0
Replies (0)rJ
ravi J
1 reviews | Active since Jan 2020
23 Jan 2026, 07:24
Jewelry ****** from Ethiopian Airline
Hi All , I want to share my worst experience with Ethiopian Airline I recently travel with. There where so many issue this time with this airways. I booked my ticket from Mumbai , India to Johannesburg , South Africa. While check in process , ground staff asked if we are willing to check in cabin bag free of cost , Since we had two small kids , We happily checked in the cabin bags. We forgot the we had expensive jewelry in the checked in bag. Ground staff did not ask/remind us even a single time that if we has expensive items in the bag. When we reached to Johannesburg , South Africa. Our all expensive jewelry is gone. We have been calling and sending emails to Ethiopian airline but they are not taking any action.
Helpful (0)
|Replies (0)rJ
ravi J
1 reviews | Active since Jan 2020
23 Jan 2026, 07:24
Jewelry ****** from Ethiopian Airline
Hi All , I want to share my worst experience with Ethiopian Airline I recently travel with. There where so many issue this time with this airways. I booked my ticket from Mumbai , India to Johannesburg , South Africa. While check in process , ground staff asked if we are willing to check in cabin bag free of cost , Since we had two small kids , We happily checked in the cabin bags. We forgot the we had expensive jewelry in the checked in bag. Ground staff did not ask/remind us even a single time that if we has expensive items in the bag. When we reached to Johannesburg , South Africa. Our all expensive jewelry is gone. We have been calling and sending emails to Ethiopian airline but they are not taking any action.
0
Replies (0)JH
Joshua H
1 reviews | Active since Jan 2020
21 Jan 2026, 11:53
Abysmal Customer Service
My son had a round-trip flight from Cape Town to China. On his return to Cape Town, he got off the plane and went through customs and then realized he'd left his phone on the plane. The airline made no effort to quickly check for his phone even though the plane was still standing on the apron and they had just got off. Many excuses and shunting him from pillar to post and to this day still no feedback. Yes, it is his fault but they made zero effort to retrieve the phone when it would have cost very little effort and he would likely have got it back straight away. Flight ET845 arriving in Cape Town on 13 January 2025.
Helpful (0)
|Replies (0)JH
Joshua H
1 reviews | Active since Jan 2020
21 Jan 2026, 11:53
Abysmal Customer Service
My son had a round-trip flight from Cape Town to China. On his return to Cape Town, he got off the plane and went through customs and then realized he'd left his phone on the plane. The airline made no effort to quickly check for his phone even though the plane was still standing on the apron and they had just got off. Many excuses and shunting him from pillar to post and to this day still no feedback. Yes, it is his fault but they made zero effort to retrieve the phone when it would have cost very little effort and he would likely have got it back straight away. Flight ET845 arriving in Cape Town on 13 January 2025.
0
Replies (0)PN
Paul N
1 reviews | Active since Jan 2020
12 Jan 2026, 07:24
Poor Customer Website Interface Difficult to use/navigate.
I find their website very poor to use to make bookings and also very hard to navigate. I did receive an email stating they had held my return booking from CT to London and yet when I went on the site it stated there were no flights. After trying to use their online "Bot" it referred me back to using their online website.
Helpful (0)
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Paul N
1 reviews | Active since Jan 2020
12 Jan 2026, 07:24
Poor Customer Website Interface Difficult to use/navigate.
I find their website very poor to use to make bookings and also very hard to navigate. I did receive an email stating they had held my return booking from CT to London and yet when I went on the site it stated there were no flights. After trying to use their online "Bot" it referred me back to using their online website.
0
Replies (0)NM
Nalisu M
1 reviews | Active since Jan 2020
10 Jan 2026, 05:54
Lost luggage, double charge and still waiting on my refund!
DO NOT TRAVEL WITH THIS AIRLINE! Firstly, I added an extra bag online and they failed to record it on their system (though the money left my account). As a result, I had to pay again at the check-in desk to add another bag. They have acknowledged I am entitled to a refund, but I am still waiting for it. Secondly, one of my bags was lost and the rest were extremely delayed by over 48 hours. I went to lost luggage at the airport and was told their system says all my bags have been delivered, which was clearly not the case. Their call centre is not helpful at all, and good luck getting them to respond via email. It took several hours on the phone, multiple emails, a trip to the airport and their Randburg office in South Africa to try and resolve my issue. I am absolutely shocked by their unprofessionalism and nonchalance to something that inconvenienced me so terribly. Their record-keeping is full of errors, and I have no confidence in them whatsoever. Do not fly with this airline, unless you want a headache. I wish I checked their reviews before booking because I see many other people have had a horrible experience with them too.
Helpful (0)
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Nalisu M
1 reviews | Active since Jan 2020
10 Jan 2026, 05:54
Lost luggage, double charge and still waiting on my refund!
DO NOT TRAVEL WITH THIS AIRLINE! Firstly, I added an extra bag online and they failed to record it on their system (though the money left my account). As a result, I had to pay again at the check-in desk to add another bag. They have acknowledged I am entitled to a refund, but I am still waiting for it. Secondly, one of my bags was lost and the rest were extremely delayed by over 48 hours. I went to lost luggage at the airport and was told their system says all my bags have been delivered, which was clearly not the case. Their call centre is not helpful at all, and good luck getting them to respond via email. It took several hours on the phone, multiple emails, a trip to the airport and their Randburg office in South Africa to try and resolve my issue. I am absolutely shocked by their unprofessionalism and nonchalance to something that inconvenienced me so terribly. Their record-keeping is full of errors, and I have no confidence in them whatsoever. Do not fly with this airline, unless you want a headache. I wish I checked their reviews before booking because I see many other people have had a horrible experience with them too.
0
Replies (0)AA
Ayo A
1 reviews | Active since Jan 2020
8 Jan 2026, 08:28
LOST LUGGAGE!
My luggage was checked in at Lagos MM Airport on 29.12.2025 enroute to Capa Town via OR Tambo airport. I asked the airline official several times if I should collect my baggage in Johannesburg and he insisted that the baggage is tagged to Cape Town and therefore must be collected in Cape Town. I arrived Cape Town 30.12.2025 but my baggage did not arrive! I checked my Samsung airtag location on my phone which confirmed that my baggage was left behind in Johannesburg. 8.30am at Cape Town Airport,Ethiopian airlines office was closed while other offices were open.9.30am,their office was still closed.I found their manager at the Ethiopian airlines counter and reported my lost baggage.He took my details and did something on his phone after which he said my luggage will arrive later in the day. To be sure,since I received no reference number,I went to lost baggage at the airport to report my loss. Even though my airtag location didn't change,I still went to the airport on the night of 30.12.2025 but my luggage did not arrive. I returned to lost baggage morning of 31.12.2025 and they confirmed that my luggage was still in Joburg also that the previous report that the manager claimed to have lodged was not documented.They then lodged a fresh report. Given the incompetence and non-charlant attitude of the airline officials,I decided to be proactive to avoid totally losing my luggage.I was determined not to enter the new year without my stuff. I quickly bought a flight ticket to Joburg OR Tambo.Arrived OR Tambo and with the help of the airtag,navigated to the lost baggage offices,somewhere outside the airport,collected my baggage,bought another ticket to Cape Town, checked in my baggage and flew back to Cape Town. While looking for my luggage,I emailed Ethiopian airlines but only got unhelpful, automated, generic responses.Their customer service phone number was decidedly useless. A week after I had retrieved my luggage from Joburg,I received an email from Ethiopian airlines claiming that my lost baggage problem has been resolved. Ha...ha...Of course,it was resolved because I resolved it myself! At a personal cost! I definitely will not recommend Ethiopian airlines.
Helpful (0)
|Replies (0)AA
Ayo A
1 reviews | Active since Jan 2020
8 Jan 2026, 08:28
LOST LUGGAGE!
My luggage was checked in at Lagos MM Airport on 29.12.2025 enroute to Capa Town via OR Tambo airport. I asked the airline official several times if I should collect my baggage in Johannesburg and he insisted that the baggage is tagged to Cape Town and therefore must be collected in Cape Town. I arrived Cape Town 30.12.2025 but my baggage did not arrive! I checked my Samsung airtag location on my phone which confirmed that my baggage was left behind in Johannesburg. 8.30am at Cape Town Airport,Ethiopian airlines office was closed while other offices were open.9.30am,their office was still closed.I found their manager at the Ethiopian airlines counter and reported my lost baggage.He took my details and did something on his phone after which he said my luggage will arrive later in the day. To be sure,since I received no reference number,I went to lost baggage at the airport to report my loss. Even though my airtag location didn't change,I still went to the airport on the night of 30.12.2025 but my luggage did not arrive. I returned to lost baggage morning of 31.12.2025 and they confirmed that my luggage was still in Joburg also that the previous report that the manager claimed to have lodged was not documented.They then lodged a fresh report. Given the incompetence and non-charlant attitude of the airline officials,I decided to be proactive to avoid totally losing my luggage.I was determined not to enter the new year without my stuff. I quickly bought a flight ticket to Joburg OR Tambo.Arrived OR Tambo and with the help of the airtag,navigated to the lost baggage offices,somewhere outside the airport,collected my baggage,bought another ticket to Cape Town, checked in my baggage and flew back to Cape Town. While looking for my luggage,I emailed Ethiopian airlines but only got unhelpful, automated, generic responses.Their customer service phone number was decidedly useless. A week after I had retrieved my luggage from Joburg,I received an email from Ethiopian airlines claiming that my lost baggage problem has been resolved. Ha...ha...Of course,it was resolved because I resolved it myself! At a personal cost! I definitely will not recommend Ethiopian airlines.
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Replies (0)RP
Roberto P
1 reviews | Active since Jan 2020
7 Jan 2026, 12:31
ATROCIOUS AIRLINE AND CUSTOMER SERVICE
PATHETIC PATHETIC PATHETIC PATHETIC PATHETIC SERVICE !!!!!!!!!!!!!!!!!!!!!!!! I HAVE BEEN WAITING ONE MONTH FOR MY REFUND ..........DO NOT BOOK WITH THIS ATROCIOUS AIRLINE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! THEIR CUSTOMER SERVICE IS REVOLTING REVOLTING REVOLTING REVOLTING REVOLTING!!!!!!!!!!!!!!!!!!!! I WILL NEVER EVER USE THEIR PLATFORM OR AIRLINE AGAIN!!!!!!!!!!!!!! HOW MUCH MORE PATHETIC CAN YOU BE IN 2026??????????????????
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Roberto P
1 reviews | Active since Jan 2020
7 Jan 2026, 12:31
ATROCIOUS AIRLINE AND CUSTOMER SERVICE
PATHETIC PATHETIC PATHETIC PATHETIC PATHETIC SERVICE !!!!!!!!!!!!!!!!!!!!!!!! I HAVE BEEN WAITING ONE MONTH FOR MY REFUND ..........DO NOT BOOK WITH THIS ATROCIOUS AIRLINE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! THEIR CUSTOMER SERVICE IS REVOLTING REVOLTING REVOLTING REVOLTING REVOLTING!!!!!!!!!!!!!!!!!!!! I WILL NEVER EVER USE THEIR PLATFORM OR AIRLINE AGAIN!!!!!!!!!!!!!! HOW MUCH MORE PATHETIC CAN YOU BE IN 2026??????????????????
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