EA
Etihad Airways
Unclaimed Business
EA
Etihad Airways
Unclaimed Business
10 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Etihad Airways faces severe criticism across nearly every touchpoint of the customer journey. Baggage damage claims go unresolved for weeks with no follow-up, while refund requests for cancelled or disrupted flights remain unprocessed for months. Customers report misleading booking information, website glitches that inflate costs, and schedule changes causing significant financial losses on non-refundable arrangements. The customer support experience is consistently described as unresponsive, with call centre agents unable to action complaints and emails reportedly ignored or deleted. Passengers feel abandoned once payment is made.
Performance(last 12 months):
TrustIndex
0
Ranking
#9
in Travel & Vacation
NPS Score
-100
Recommended: Unlikely
Review Distribution
1.1|10 Reviews
Jun '25 - May '26
5(0%)
4(0%)
3(0%)
2(0%)
1(100%)
5(0%)
4(0%)
3(0%)
2(0%)
1(100%)
Frequently Asked Questions About Etihad Airways
Based on recent customer reviews, Etihad Airways faces severe criticism across nearly every touchpoint of the customer journey. Baggage damage claims go unresolved for weeks with no follow-up, while refund requests for cancelled or disrupted flights remain unprocessed for months. Customers report misleading booking information, website glitches that inflate costs, and schedule changes causing significant financial losses on non-refundable arrangements. The customer support experience is consistently described as unresponsive, with call centre agents unable to action complaints and emails reportedly ignored or deleted. Passengers feel abandoned once payment is made.
Etihad Airways has a TrustIndex of 0 out of 10 on Hellopeter, based on 10 reviews in the last 12 months. Hellopeter has tracked Etihad Airways across 104 total reviews. How is the TrustIndex calculated? →
Recent reviews (10)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceJP
James P
1 reviews | Active since Jan 2020
25 Feb 2026, 07:46
VIRTUALLY NO SERVICE RESPONSE.
Virtually no service for damaged suitcase, Reported damage (missing wheel) at airport on arrival, given a report and told to see if a shop can repair. Samsonite agent stated in report suitcase is irrepairable. Sent in claim reports, airtickets and boarding passes as requested and got email stating someone will contact me! Its been a week and no response. Their online chat is actually useless stating an email address for damaged baggage that is not active. Really annoying as Samsonite cases are expensive.
Helpful (0)
|Replies (0)JP
James P
1 reviews | Active since Jan 2020
25 Feb 2026, 07:46
VIRTUALLY NO SERVICE RESPONSE.
Virtually no service for damaged suitcase, Reported damage (missing wheel) at airport on arrival, given a report and told to see if a shop can repair. Samsonite agent stated in report suitcase is irrepairable. Sent in claim reports, airtickets and boarding passes as requested and got email stating someone will contact me! Its been a week and no response. Their online chat is actually useless stating an email address for damaged baggage that is not active. Really annoying as Samsonite cases are expensive.
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Replies (0)TM
Tebogo M
1 reviews | Active since Jan 2020
8 Feb 2026, 18:16
Bag negiligence
The baggage staff at Etihad Airways mishandled my travel bag which was only two months old. All three wheels came off. I reported this and was told to take it to a repair shop and then file a claim. The repair shop said they could not repair the bag because the damage was internal, at the point where the wheels connect. I sent the email as instructed and have not yet heard back from Etihad Airways. It's bad enough that they mishandle our bags, but for them to take so long to respond? I travel a lot and need a travel bag, they need to replace my bag ASAP.
Helpful (0)
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Tebogo M
1 reviews | Active since Jan 2020
8 Feb 2026, 18:16
Bag negiligence
The baggage staff at Etihad Airways mishandled my travel bag which was only two months old. All three wheels came off. I reported this and was told to take it to a repair shop and then file a claim. The repair shop said they could not repair the bag because the damage was internal, at the point where the wheels connect. I sent the email as instructed and have not yet heard back from Etihad Airways. It's bad enough that they mishandle our bags, but for them to take so long to respond? I travel a lot and need a travel bag, they need to replace my bag ASAP.
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Replies (0)kM
ketsia M
1 reviews | Active since Jan 2020
22 Dec 2025, 18:43
Avoid cheap Etihard at all costs
The worst ever airline. They are out to brutalize clients. Etihard management mission is to boost their ego. They are brutal, cruel and prey on clients who would miss some prints especially about luggage 7kg luggage limit for international travel. Their management style is to drawn the company, where no damage control will save it, no matter what. 20kg luggage (competitors give 23kg free) me and hubby were charged +R17000/ +42000 Turkish lira and the demanded that i put my hand luggage under my seat. We Waited 12hours at Abudabi and trip home was a nightmare
Helpful (0)
|Replies (0)kM
ketsia M
1 reviews | Active since Jan 2020
22 Dec 2025, 18:43
Avoid cheap Etihard at all costs
The worst ever airline. They are out to brutalize clients. Etihard management mission is to boost their ego. They are brutal, cruel and prey on clients who would miss some prints especially about luggage 7kg luggage limit for international travel. Their management style is to drawn the company, where no damage control will save it, no matter what. 20kg luggage (competitors give 23kg free) me and hubby were charged +R17000/ +42000 Turkish lira and the demanded that i put my hand luggage under my seat. We Waited 12hours at Abudabi and trip home was a nightmare
0
Replies (0)OE
Osman E
1 reviews | Active since Jan 2020
9 Oct 2025, 13:19
Etihad Airways service sucks
When it comes to airfare pricing they are competitive. When it comes to flight changes and cancellations they are the worst. I have cancelled by flights(fully refundable) 3 months ago. Still not processed. Calling them every day. The support centre cannot help in any way and send emails to the back office without any actions. Nobody is willing to take responsibility.
Helpful (0)
|Replies (0)OE
Osman E
1 reviews | Active since Jan 2020
9 Oct 2025, 13:19
Etihad Airways service sucks
When it comes to airfare pricing they are competitive. When it comes to flight changes and cancellations they are the worst. I have cancelled by flights(fully refundable) 3 months ago. Still not processed. Calling them every day. The support centre cannot help in any way and send emails to the back office without any actions. Nobody is willing to take responsibility.
0
Replies (0)C
Carl
1 reviews | Active since Jan 2020
22 Sept 2025, 10:44
Etihad Airways
Dear Etihad Airways Customer Relations, I am writing to formally lodge a complaint regarding an extremely disappointing and distressing experience with your airline involving a recent booking made through a professional travel agent. A booking was made for three passengers on an Etihad Airways international flight. At the time of booking, the fare selected did not include checked baggage – something that was not made sufficiently clear or transparent either to us or to the travel agent, who has over 28 years of experience in the industry and has never encountered such an issue with your airline. It is highly unreasonable to assume that passengers traveling internationally would do so with hand luggage only, and yet this is what your system defaulted to — without clear warning or notification during the booking process. Even more concerning is that when the travel agent reached out for help, no one from Etihad was willing to assist or escalate the issue. To now be told that we must pay R340 per kilogram for checked baggage at the airport is not only excessive, but feels exploitative. This is not a standard fee — it is a penalty-level charge imposed because of unclear fare conditions that were not properly disclosed. I am formally requesting the following: 1. Immediate assistance to add checked baggage to our booking at a reasonable pre-paid rate, not the excessive airport fee. 2. A review of how baggage allowances are presented to travel agents and customers in your booking system to prevent further cases of this nature. 3. A written response acknowledging this complaint and outlining the steps Etihad will take to resolve the matter. This experience has left us extremely disappointed with Etihad Airways. We expected professional service and fair treatment — not to be misled into an unfair fare structure and face excessive charges. We ask that you respond urgently, as our travel date is approaching. If this matter is not resolved satisfactorily, we will be forced to escalate the complaint through applicable consumer protection bodies and airline regulators. Sincerely, Carl Human Email: carlhuman100@gmail.com Mobile: 082 328 3016
Helpful (0)
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Carl
1 reviews | Active since Jan 2020
22 Sept 2025, 10:44
Etihad Airways
Dear Etihad Airways Customer Relations, I am writing to formally lodge a complaint regarding an extremely disappointing and distressing experience with your airline involving a recent booking made through a professional travel agent. A booking was made for three passengers on an Etihad Airways international flight. At the time of booking, the fare selected did not include checked baggage – something that was not made sufficiently clear or transparent either to us or to the travel agent, who has over 28 years of experience in the industry and has never encountered such an issue with your airline. It is highly unreasonable to assume that passengers traveling internationally would do so with hand luggage only, and yet this is what your system defaulted to — without clear warning or notification during the booking process. Even more concerning is that when the travel agent reached out for help, no one from Etihad was willing to assist or escalate the issue. To now be told that we must pay R340 per kilogram for checked baggage at the airport is not only excessive, but feels exploitative. This is not a standard fee — it is a penalty-level charge imposed because of unclear fare conditions that were not properly disclosed. I am formally requesting the following: 1. Immediate assistance to add checked baggage to our booking at a reasonable pre-paid rate, not the excessive airport fee. 2. A review of how baggage allowances are presented to travel agents and customers in your booking system to prevent further cases of this nature. 3. A written response acknowledging this complaint and outlining the steps Etihad will take to resolve the matter. This experience has left us extremely disappointed with Etihad Airways. We expected professional service and fair treatment — not to be misled into an unfair fare structure and face excessive charges. We ask that you respond urgently, as our travel date is approaching. If this matter is not resolved satisfactorily, we will be forced to escalate the complaint through applicable consumer protection bodies and airline regulators. Sincerely, Carl Human Email: carlhuman100@gmail.com Mobile: 082 328 3016
0
Replies (0)JK
Jaco K
1 reviews | Active since Jan 2020
8 Aug 2025, 07:15
Etihad Airways & Booking.com
Refund ; Etihad Airways & Booking.com keep blaming each other AND refer me to each other. Both of you keep blaming the other one - thus I WILL continuous mentioned BOTH on social medias. . Read, re-read ALL my previous emails! How did you come to your scales? SAR 4358.14 - SAR 1201.12(27.6%) = SAR3157.02(where is this refund?)
Helpful (0)
|Replies (0)JK
Jaco K
1 reviews | Active since Jan 2020
8 Aug 2025, 07:15
Etihad Airways & Booking.com
Refund ; Etihad Airways & Booking.com keep blaming each other AND refer me to each other. Both of you keep blaming the other one - thus I WILL continuous mentioned BOTH on social medias. . Read, re-read ALL my previous emails! How did you come to your scales? SAR 4358.14 - SAR 1201.12(27.6%) = SAR3157.02(where is this refund?)
0
Replies (0)AK
Alistair K
1 reviews | Active since Jan 2020
1 Jul 2025, 21:08
Lost my savings because of Etihad Airways misleading information, no support, no refund, no care
I was left stranded with all my luggage after missing my flight because of Etihad Airways misleading information on my booking ticket and check-in. Etihad Airways customer service, complaints, aftersales etc support does not exist. They do not care about what happens to you should something go wrong with your flight and they don't get back to you about refunding your money even though it's their fault. Etihad Airways do not care about you as a client, once they have your money you're on your own. I have phoned Etihad, emailed Etihad, asked for support on their online portals, got a case number but no response. It has been just over a month now with absolutely no support. I've always considered Etihad Airways and used them in the past and referred family and friends to Etihad Airways but after I went through with this costly and traumatic experience because of Etihad Airways misleading information and absolutely no customer support I strongly recommend that anyone considering using Etihad Airways reconsider using them. After having to book another flight to get home I found that Ethiopian Airline was fantastic with I short layover and could have taken more check-in luggage than Etihad Airways offers. I'll be continuing onto all social media displaying my tickets with the misleading information, screenshots etc. Flight MXRQ7G Ref number 2506124756496
Helpful (0)
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Alistair K
1 reviews | Active since Jan 2020
1 Jul 2025, 21:08
Lost my savings because of Etihad Airways misleading information, no support, no refund, no care
I was left stranded with all my luggage after missing my flight because of Etihad Airways misleading information on my booking ticket and check-in. Etihad Airways customer service, complaints, aftersales etc support does not exist. They do not care about what happens to you should something go wrong with your flight and they don't get back to you about refunding your money even though it's their fault. Etihad Airways do not care about you as a client, once they have your money you're on your own. I have phoned Etihad, emailed Etihad, asked for support on their online portals, got a case number but no response. It has been just over a month now with absolutely no support. I've always considered Etihad Airways and used them in the past and referred family and friends to Etihad Airways but after I went through with this costly and traumatic experience because of Etihad Airways misleading information and absolutely no customer support I strongly recommend that anyone considering using Etihad Airways reconsider using them. After having to book another flight to get home I found that Ethiopian Airline was fantastic with I short layover and could have taken more check-in luggage than Etihad Airways offers. I'll be continuing onto all social media displaying my tickets with the misleading information, screenshots etc. Flight MXRQ7G Ref number 2506124756496
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Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
29 Jun 2025, 11:56
You Book Business Class and end up flying Economy with no Compensation !
To whom it may concern, Travelled on the 17th I was booked on Etihad LHR - AUH - JNB on Business class due to arrive 8am on 6/18 LHR - AUH Departed Late, resulting in my missing the next flight. The boarding gate was litrely closed as I arrived. I was then told to proceed to the lounge to be rebooked to FRA which was a significant delay in my travel needing to get to JNB as quick as possible. This was not an option again I had to get to JNB ASAP. I was then knowingly rebooked with QR via Doha to JNB on Economy Class. With the above mentioned that is a significant price diffrence being booked on Business then flying economy for the remainder on my travel. Surely there needs to be some form of compensation issued based on the fact that the flights were delayed, ticket / class diffrence and disruption in my travel. I was instructed via your call center to file a complaint on your website which the site " conveniently " does not allow me to complete the relevant fields..... This really is not a 5 star experience.
Helpful (0)
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Anonymous
1 reviews | Active since Jan 2020
29 Jun 2025, 11:56
You Book Business Class and end up flying Economy with no Compensation !
To whom it may concern, Travelled on the 17th I was booked on Etihad LHR - AUH - JNB on Business class due to arrive 8am on 6/18 LHR - AUH Departed Late, resulting in my missing the next flight. The boarding gate was litrely closed as I arrived. I was then told to proceed to the lounge to be rebooked to FRA which was a significant delay in my travel needing to get to JNB as quick as possible. This was not an option again I had to get to JNB ASAP. I was then knowingly rebooked with QR via Doha to JNB on Economy Class. With the above mentioned that is a significant price diffrence being booked on Business then flying economy for the remainder on my travel. Surely there needs to be some form of compensation issued based on the fact that the flights were delayed, ticket / class diffrence and disruption in my travel. I was instructed via your call center to file a complaint on your website which the site " conveniently " does not allow me to complete the relevant fields..... This really is not a 5 star experience.
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Replies (0)