Etihad Airways Reviews | Opinions of Etihad Airways shared by travelers



Etihad Airways

Etihad Airways logo
IATA code:EY
ICAO code:ETD
Alliance: Arab Air Carriers Organization
Overall Satisfaction:
1.6 out of 5
13% of people who wrote a review recommend flying with Etihad Airways.
21.7% of people who wrote a review think Etihad Airways offers a good value for money.
60.9% of people who wrote a review think Etihad Airways offers a very poor customer service.
Classes of service
Economy
73.9%
Business
26.1%
First
0%
Customer Service
Excellent
4.3%
Good
4.3%
Satisfactory
8.7%
Poor
21.7%
Very Poor
60.9%
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How is Etihad Airways ranked...?
#1
54.3 total score
33 reviews
45% Recommended
55% Value for Money
2.9/5 Customer Service
#2
26.2 total score
16 reviews
13% Recommended
19% Value for Money
1.8/5 Customer Service
#3
20.8 total score
8 reviews
13% Recommended
13% Value for Money
1.3/5 Customer Service
#4
27.4 total score
23 reviews
13% Recommended
22% Value for Money
1.7/5 Customer Service
#1
54.3 total score
33 reviews
45% Recommended
55% Value for Money
2.9/5 Customer Service
#2
46.1 total score
31 reviews
39% Recommended
42% Value for Money
2.5/5 Customer Service
#3
69.6 total score
9 reviews
67% Recommended
67% Value for Money
3.6/5 Customer Service
#4
41.7 total score
4 reviews
25% Recommended
25% Value for Money
2.5/5 Customer Service
#5
33.9 total score
10 reviews
20% Recommended
40% Value for Money
1.9/5 Customer Service
#6
32 total score
1 review
0% Recommended
100% Value for Money
2/5 Customer Service
#7
26.5 total score
7 reviews
14% Recommended
14% Value for Money
1.7/5 Customer Service
#8
20.8 total score
8 reviews
13% Recommended
13% Value for Money
1.3/5 Customer Service
#9
14.1 total score
7 reviews
0% Recommended
0% Value for Money
1.1/5 Customer Service
#10
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#11
29.4 total score
13 reviews
8% Recommended
23% Value for Money
2.2/5 Customer Service
#12
27.4 total score
23 reviews
13% Recommended
22% Value for Money
1.7/5 Customer Service
#13
26.2 total score
16 reviews
13% Recommended
19% Value for Money
1.8/5 Customer Service
#1
54.3 total score
33 reviews
45% Recommended
55% Value for Money
2.9/5 Customer Service
#2
100 total score
1 review
100% Recommended
100% Value for Money
5/5 Customer Service
#3
86.7 total score
1 review
100% Recommended
100% Value for Money
4/5 Customer Service
#4
73.3 total score
1 review
100% Recommended
100% Value for Money
3/5 Customer Service
#5
69.6 total score
9 reviews
67% Recommended
67% Value for Money
3.6/5 Customer Service
#6
50 total score
2 reviews
50% Recommended
50% Value for Money
2.5/5 Customer Service
#7
38 total score
2 reviews
50% Recommended
50% Value for Money
1/5 Customer Service
#8
33.9 total score
10 reviews
20% Recommended
40% Value for Money
1.9/5 Customer Service
#9
20.8 total score
8 reviews
13% Recommended
13% Value for Money
1.3/5 Customer Service
#10
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#11
46.1 total score
31 reviews
39% Recommended
42% Value for Money
2.5/5 Customer Service
#12
29.4 total score
13 reviews
8% Recommended
23% Value for Money
2.2/5 Customer Service
#13
27.4 total score
23 reviews
13% Recommended
22% Value for Money
1.7/5 Customer Service

Etihad Airways Reviews

"From Great to Terrible"

Review

Our family flew with Etihad in 2010 and was surprised by the wonderful experience and excellent customer service. When it came to booking the next flight to India for my husband, the only airline we looked
at was Etihad. I should have looked at others!!! It started with the booking which was a nightmare. It took over 2 hours to book the ticket through the Etihad US website. I attempted to purchase the ticket 6 times before my transaction was finally processed. I contacted the ticketing center at Etihad while I was attempting to purchase the ticket and the agent walked me through the process online three of the six times. He had no explanation for why I was having so many issues. I had to contact my cr edit card company after each failure to make sure that the transaction did not go through and found out each time that no attempt to submit a payment had been made. When the purchase was finally made I was relieved and done. I was surprised to find on my credit card statement that I was assessed an international transaction fee because my credit card was routed through Abu Dhabi not within the United States. At no time during my 30 minute conversation with the ticketing agent or on the website did it state that the payment was being processed outside the US.
My next surprise came when 6 days before my husband’s departure I reviewed the email I received to see that the title was listed as Ms. instead of Mr. Thinking this would just be a minor correction and not a big deal, I went online to find the customer service number. I contacted the Chicago ticketing office number to only be place on hold for 20 minutes and end up speaking with someone in Mumbai India. I explained to the sales agent that I had great difficulty booking the ticket and just now reviewed the email that was sent to me and found an error with the title. I asked if he could please change the title from Ms. to Mr. He stated that he could, but asked if I would hold for one minute. When he returned to the line I received a shock. He stated that I would need to pay $75.00 US dollars to change the name on the booking. I asked if he as joking. He stated that it was company policy to charge the customer a fee.
I asked him why I was being charged such an outrageous fee to change one letter. I explained that I was not changing the name just changing the title from Ms. to Mr. He said that the policy was for security reasons and that if I wished to make the change I would be required to pay the fee. I explained to the agent the difficulties I had while attempting to book the original flight and asked if there was anyway the fee could be waived. He stated again that it was the policy of Etihad to charge the customer the fee when any change the name was being made. I ended up speaking with three additional supervisors and all provided the same excuses - company policy, security, or processing fee. All excuses are total lies. For security reasons the name should be correct and it was just the title was off my one letter, company policies are meant to be adjusted on a case per case basis, and a processing fee for sending a free email to me for an e-ticket is bogus.
So Etihad cares more about collecting money than being fair to the customer. We do not plan on flying this airline again.

Conclusion
Value for Money:Yes
Customer Service:Poor
Cabin:Economy Class
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"Dreadful Customer Service - Use another carrier !"

Review

The issues first started when trying to check in for a Business Class flight.The travel agent, had made a mistake with my name. I understand that this should have been picked up on, but it was not easily noticeable on the advices we had been provided with. However, I then spoke with Etihad UK customer service on several occasions to see whether 1) Could I change the ticket 2) Would I be allowed to fly as two of the names appear on my passport

Etihad advised that, after speaking with the duty manager at Manchester Airport, they would not let me board without a valid surname matching to my passport. They could not amend the ticket name themselves and advised I would have to do this via my travel agency - who were closed. I was also told that the only way I could travel was via another ticket - so I purchased one in economy as this was the only way I could travel to my holiday destination, albeit economy class rather than business.

I then discussed the matter with a representative at the Etihad office at Manchester airport and they told me the same information - that I would have to get the amendments made by the travel agency. I have since been told by the travel agency, that the ticket was marked as a NO SHOW and therefore the return leg of the journey was cancelled.
Later, after arriving in Abu Dhabi, I was also advised, by the Etihad representative, that the return section of the Business Class ticket was now invalid. However, she pointed out that the information office at Manchester Airport should have allowed me to cancel the ticket rather than just referring me back to the Travel Agent. This would have resulted in a cancellation rather than a no show and a refund of a proportion of the cost.

The Etihad advisor at Manchester airport advised me that the travel Agent were the only people that could cancel the ticket, so this option was not available to me given the Agent's working hours and the time of the flight.

Whilst I know the name on the ticket was incorrect, the fact that Etihad are calling this a 'no show' is a result of the information I was given by them - from the call centre on Sunday and at the Manchester Airport Information Desk on Monday morning. I was told not to try and use any part of the original ticket as this would invalidate any subsequent refund claim.
To ensure my return to the UK, I had to again purchase an economy ticket due to the advised cancellation of the return leg. I can provide eticket numbers and copies of receipts when required.

On checking in at Abu Dhabi Business Class, Etihad have told me that the ticket has NOT been cancelled and that because of this I should be able to get a refund via my Travel Agent. In fact they checked me in on the ticket before I pointed out that the name was incorrect. The lady on the checkout thanked me and told me that she would have lost her job if I had not pointed this out.

On contacting the travel agent they again advise that "Etihad airways have NOT been supportive to say the least" and again refuse to provide a refund of any type.

I have been flying to and from the Middle East for over 10 years, mainly with Emirates, but wanted to try Etihad after hearing good reports about their service in both economy and business class.

I have to say that this episode has left me cold towards the company, partly because return flights to Abu Dhabi ended up costing me £3,000 and their customer service is inconsistent and very poor to say the least.

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Business Class
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"Cheaper than Emirates or Qatar"

Review

I think Etihad is cheaper than Emirates or Qatar. The seats are rather uncomfortable on B777 with a legroom that I've rarely seen on other airlines. Not recommended to tall people!
Nice staff that did their jobs on the first flight, much less attentive on the second flight to Brisbane, I had sometimes the impression to bother them.
Meals just fair.
I recommend Etihad if you are looking for good fares to travel to Asia or Australia regardless of the customer service or seat comfort.

Conclusion
Value for Money:Yes
Customer Service:Satisfactory
Cabin:Economy Class
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