"Average flight, horrible customer service"

The flight was average, with terrible service at the transfer desk in Abu Dhabi and average service on board (crew making noise and prioritizing colleagues).
But the worst part is the customer service : I sent them an email which was ignored, sent a second one and took them ages to come back with a standard reply...
Nothing will change unfortunately with this review, but I felt compelled to share how negative was my overall experience.

"Awful customer service."

Awful customer service.
Etihad lost 3 items of our group of 4 luggage, and when the cases were found three days later they were trashed.
Etihad refused to pay any compensation (we had lost a few days' holiday and had to buy replacement items) and when we complained, their "customer services" ignored us.
Our travel insurers contacted Etihad, and they were ghosted. A year later and still no progress. Our insurers have said they have a huge file on Etihad's awful attitude to their customers' losses.
Etihad simply don't care.

"Failed to respond to complaint."

After more than two months and many phone calls, they have still not responded to my complaint. Absolutely appalling customer service.

"I am really regretting booking with…"

I am really regretting booking with Etihad and I have not got on the plane yet. I am a disabled passenger and am travelling to Autralia. Before booking my travel agent told me the baggage allowance was 25 Kg plus 7 kg cabin baggage, plus a laptop bag. I noticed that on the website it said only 7kg baggage allowance for the cabin with no mention of the laptop case or handbag. I checked with Ethiad chat assist where I messaged with a human who said yes I could take a handbag provided it was not a big one. On instrinct I rang them gain today. The automated service would not recognise the options I chose but I finally got through to a person.
Iwas told only the 7KG bag. I am a disabled passenger who needs to take quite alot of things with her on the flight. 7Kg and a handbag was already tight. i WOULD NOT HAVE BOOKED WITH THIS TIGHT AN ALLOWANCE.

Additionally when I rang back and wanted to make a complaint about the misinformation, the agent asked if I had a screenshot of what the agent said. I said no but I had entered my email address before joining the chat and I had expected a copy of the chat to be sent. The second agent said that I could not prove what had been said so could not make a complaint.

I have never come across such a poor customer service for an airline in my life. They are impossible to deal with. Further the email i was given to make a complaint is not active, I had a message redirecting me back to the begining of this circus after submitting the email given to feedback.

"Wi-fi didn't worked 2/3 of the flight"

Wi-fi didn't worked 2/3 of the flight, asked for a refund at least partial, answer was that "oh what a shame, we will consider your feedback". NOK. Change your wi-fi provider.

"Always late never on time they do not…"

Always late never on time they do not care if you miss your connection. This is twice now I have had to have a stay in Abu Dhabi ! Because they are always late !! Never again will I fly with these cowboys ! We waited an hour in the plane in Lisbon airport before taking off flight K9ZUSS - I had flights booked and hotels from Bangkok all which I lost.
I write this so at least this airline can maybe start treating people with respect- the stress from missing a connections is
Huge !! understand this Etihad !

"Flight changed and missed transportation"

Dear Etihad Airways Service Team,

I would like to share my recent experience regarding my booking with your airline.

We chose Etihad for our vacation to Bangkok because we believed it to be a reliable airline. Unfortunately, we were disappointed.

We originally booked the following flights:
- **06.11. EY124 to AUH**
- **06.11. EY406 to BKK**

We intentionally selected the evening flight from Frankfurt to accommodate our business appointments. After some minor schedule changes, we received a significant alteration:

- **07.11. EY122 to AUH**
- **07.11. EY402 to BKK**

This change forced us to rearrange our transport to the airport and adjust our business commitments, which was quite frustrating.

However, that was not the end of the story. Less than 12 hours before our flight, we received a phone call informing us that the flight was overbooked. The representative on the phone was difficult to understand, and we were informed that we would need to fly with Qatar Airways instead:

- **06.11. QR70 to DOH**
- **06.11. QR838 to BKK**

Upon arriving in Bangkok, we had to reorganize our hotel transfer as we were expected at a different time.

Additionally, we had to pay for an upgrade for more legroom on our return flights. Given the circumstances, it would have been a considerate gesture for Etihad to provide this upgrade free of charge.

This experience has left us quite disappointed. We know this is not reflective of Etihad's usual standard, and we believe you can and should provide better service.

Thank you for your attention to this matter.

Best regards

"Someone stole my paid seat but Etihad don't care…"

Return flight from Australia was initially smooth then on boarding the plane from Abu Dhabi to Manchester I find a man with 2 young girls have taken my prepaid booked seat, as everyone was still boarding I didn't make a fuss but told the male steward who shrugged his shoulder and put my luggage away (imagine my disgust to find that I was right at the back of the plane next to toilets with a seat that doesn't recline this was the reason I booked a specific seat to be away from traffic/smell of the toilets), upon landing I filled out their complaint form, after a month I chased them up and in short they say that I used my seat ( called me a liar) ...no investigation could have been made as the man taking my seat looked nothing LIKE ME. I must presume the only thing they checked was the seat occupation and food served, They could have checked on the 2 seats occupied by the children and found out who their guardian was and contacted him. I am disgusted by their attitude and treatment of a lone OAP female who has already endured one long haul flight who was looking forward to returning home.

"Falsche Versprechungen"

Etihad ködert Kunden mit einem kostenlosen Stopover in Abu Dhabi (stay for free for up to two nights at your choice of hotel ).
Da Online nichts funktioniert, habe ich uns Monate vorher telefonisch angemeldet. In der Folge geschieht nichts.
Die Nachfrage beim Kundendienst ergab, dass wir 3 Hotels aus der Liste auswählen müssen. Das habe ich gemacht. In der Folge geschieht nichts.
Die erneute Nachfrage beim Kundendienst ergab, dass wir bei einem Aufenthalt von nur einer Nacht 3 Hotels mit maximal **** auswählen müssen. Das habe ich gemacht. In der Folge geschieht nichts.
Die letzte Nachfrage Tage vor dem Flug ergab dann, dass leider keine Kapazitäten verfügbar sind und sie uns kein Hotel anbieten.
Ich kann nicht beurteilen, ob es sich um totale Unfähigkeit oder Betrug handelt. Auf Fall sollte man diese Airline meiden.

"Etihad no paga las maletas que rompe"

El 2/10/23 en un vuelo Madrid Bangkok, me rompieron las ruedas de la maleta. Presenté PIR. Envié toda la documentación y más de 120 mails para solicitar reembolso de la maleta que tuve que comprar. A día de hoy, 14 meses después, SIGUEN SIN PAGAR.