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Etihad Airways
Headquarters: PO Box 35566, Khalifa City, Abu Dhabi United Arab Emirates 35566
Overview
3.019,079 reviews
Travellers' Choice 2018 Winner
Travellers' Choice 2017 Winner
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About Etihad Airways
Headquarters: PO Box 35566, Khalifa City, Abu Dhabi United Arab Emirates 35566

Airline Summary

Based in Abu Dhabi, Etihad Airways (EY) is the national carrier of the United Arab Emirates. It operates non-stop flights to more than 90 destinations in the Middle East, Asia, Oceania, Europe, Africa, and North America. Etihad's aircraft cabins are configured in a variety of ways, and include The Residence (a three-room suite), First Class, Business Class, and Economy Class. Depending on the aircraft, its First Class may be configured in either their Apartment (A380) or Suite (787 Dreamliner) format. Its Economy Class cabin also offers a variety of different seat types, including their extra legroom Economy Space option. The airline has a First Class Lounge, Premium Lounge and an Arrivals Lounge for use by passengers at its hub in Abu Dhabi International Airport (AUH).
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Silvia R wrote a review Yesterday
Bratislava, Slovakia34 contributions9 helpful votes
Vienna - Thiruvananthapuram (Trivandrum)
International
After enduring countless hours on chat and call with Etihad´s call centre, I am compelled to express my profound disappointment and frustration with the services provided.  In March 2024, we booked two flights for September with Etihad. End of May, we received a flight schedule change, and the return flight was postponed by 24 hours. My friend confirmed the change by mistake as she did not realise the change in dates. Shortly after, we immediately called the call centre to rectify this as we didn't have any accommodation to stay at the destination longer. Here, the full madness starts. Despite our call shortly after, there was no way back. How about if it was a system error??No questions asked. We were advised to rebook as per our needs. As the accommodation is not available for an extended night, we have to shorten our stay by one night. Moreover, we were offered the rebooking, including service fees, etc, at almost 200 €. We accepted, paid and guess what? The money was deducted from the account, but the booking was not changed. When we contacted the agent via chat the next morning, he advised us to wait for 5-7 days until we received feedback from the concerned department about the payment. When we asked if he could at least guarantee the price (for the next 5-7 days of waiting), he said the prices are subject to change at times. Long story short, we did not give up until he checked directly with the department in the same chat, and they advised that it was soft payment (I never heard about it?!? ) and that we needed to do it again! Surprisingly, the price was 240 €, and both transactions were deducted from the CC. No excuse, no apology, but we were assured the money would be refunded. Unbelievable.  My friend paid for a seat reservation on the originally booked flight.  After the new flight was confirmed, the selection for a seat (which was paid already) was not available - do you really expect your customer to pay again for the same service ?!? Knowing the experience of my friend, obviously, we did not confirm the flight change for the second person and requested to cancel the booking free of charge as per the T&C. We were assured the full amount for my flight would be refunded. Luckily, we asked what exact amount they would refund. Having already spent some hours on call and chatting with the agents, it did not surprise us that they planned the refund the amount without extra services booked. There were 4 seats booked and paid, one for each flight. If someone cancels the flight, why wouldn´t the extra services included in these flights be refunded?? I had to insist on getting the confirmation for a refund for all the extra services. Yet, still, the agent tried and confirmed the refund amount for one flight only. In the end, he confirmed all 4 seat bookings were refunded.  Due to all these changes, we partially changed the plans and decided to book one new flight ticket with multiple city bookings. We found the flight availability, but on Etihad´s own web page, it was giving the message that there were no available flights.  Via OTAs (Thanks to OPODO!) it was possible. As my friend has a fixed flight with Etihad incl. 240 € extra fees for rebooking, and as we wanna travel together, I gave it one more chance and contacted Etihad´s chat agent to help with the multiple-city booking. Impossible, there are no available flights on these days. I clarified that booking both flights on a one-way ticket basis is possible, so it confirms the flights are available, but there seems to be a malfunction issue in their system. I clearly informed the agent that different OTAs have this option to book it. I was speechless that I was advised to book rather via OTAs as the agent could not assist.  To cut a long story short I asked to get an email to address my complaint. I was redirected to submit feedback online. It is incredible that it is impossible to send a complaint before the first flight of the booking. As my booking is in the future, nothing can be sent online now. And it is not applicable to share any email address. If the complaint is not submitted via the feedback form, it won't be answered anyway - hilarious (this is what I was told by the chat agent!) The agent on chat was extremely resistant to providing a direct email address for my complaint. Yet he was not able to assist with my points mentioned above and to do at least some recovery. It was completely a complete waste of time and an extremely frustrating experience. Finally, I found an email online: Guest@etihadguest.com. Unfortunately, it is the same waste of time and a very incompetent answer, redirecting to the "Global Contact Center" for any queries."I would like to take this opportunity to inform you that, due to limited access to the reservation and ticketing system that Etihad Guest has, we are unable to assist with all queries related to existing or future reservations through email correspondence. Queries related to future or existing reservations, either for changes, refunds, or special requests regarding the same, are being handled by our colleagues from the Global Contact Centre. You will have to get in touch with our colleagues, who are in the best position to assist you."When I answered that I didn't have queries but a complaint, I received this answer: "We truly appreciate you taking the time to connect with us. We understand your concern and due to our current access limitations, we are unable to directly address your complaint. We highly recommend contacting our Global Contact Centre, as they are well-equipped to assist with any inquiries related to existing or future reservations, including changes, refunds, or special requests. Our colleagues there are in the best position to provide the necessary assistance.  I appreciate your understanding and wish you a wonderful day ahead. If you need further assistance, please contact us." It seems they did not even read the emails. I have a complaint about my booking and rebooking experience, but it seems that at Etihad, no one cares.The chat and Guest service agents, as you can see in the answer above, are definitely well-trained, and all of them repeat the same, handling every request by book with no empathy for the client's individual needs and no troubleshooting at all! ConclusionThis was my first and, after all of this, most probably also my last time booking with Etihad. In the last 2 years, I have on my account more than 100 flights with mainly Star Alliance airlines. I never experienced any issues or trouble. I can't recall any more frustrating experience and waste of time with a support & call centre than this one.
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Date of travel: June 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
1 Helpful vote
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Tara a wrote a review Jun 18
1 contribution2 helpful votes
Abu Dhabi - London
International
The online booking system is constantly faulty, each time I have to book via the phone, and get charged extra for booking via the phone, in addition to wasting 30-40 mins because the agents need to constantly put me on hold, just now I’ve been put on hold again and was trying to sort out my seats but the phone ended… Honestly this is the most terrible customer experience. To top it up, the customer services representative has not sent me my flight details so that just means another call. Terrible customer experience.
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Date of travel: June 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
2 Helpful votes
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Nella P wrote a review Jun 17
1 contribution2 helpful votes
Madrid - Abu Dhabi
International
I had the worst experiences with Etihad airlines these days. First, on 15 May 2024, I booked a flight and it was not redirecting to the payment page. The website was error but the booking was showing in my profile. Then I emailed them about that booking, and the customer service replied me on 12 June 2024, super late!! I felt like the customer service is useless because later that day, the booking was gone from my profile. So basically I know that it is just some error from the website without them helping me! The second thing was the worst!! I booked again the flight on the same day, 15 May 2024 and specifically clicked on the 2 days stopover on the departure flight because it said I will get free hotel for either one or two days stopover. In my ticket, the date is already arranged with 2 days stopover. So then, I ordered the free stopover hotel but then they cancelled. I asked for explanation and they said it's because I haven't paid. So, I booked the hotel again again and ordered a louvre museum ticket so that I paid something, and they cancelled it again (AND DIDN'T RETURN THE MONEY). I complained via online customer service (chat). They said I didn't pay for the stopover money, which I believe I had because I think I remember I paid something extra when clicking the stopover. The thing is, the invoice I receive is not easily readable so I requested another invoice and they said I can only ask after I finished my flight :) What is that policy even mean? I think it's unfair and the policy is so stupid. Furthermore, the customer service said that I might clicked the wrong thing in the website so I haven't paid it. BUT, it didn't make any sense. even if I turned out not paying it, how the hell it happen and the system allows it?? It should be prevented so that my case can't happened because this is really frustrating. How can the system allows me to have the stopover for 2 days and not charge me??? The developer of website should be held accountable for this!! The other thing happened was the customer service said I should order premium stopover because my stopover is more than 48 hours. There are two things wrong in this solution: 1. I chose 2 days stopover because it offers free stopover, so why then I got redirected to the premium stopover because I do more than 48 hours? This should not happen if the website/system is well managed!! 2. When I entered the premium stopover, I didn't even got any promocode that cut the price for the hotel or anything, which is kind of a scam for me because I don't even have any benefit from it!! (Note: I got promo code when I ordered the free stopover, but I don't get any in premium stopover. So I think I am eligible in the free stopover but they said I haven't paid!!) Moreover, I complained via email about the stopover and money but they didn't even respond anything about the money. I felt like they don't even feel bad that I suffered here! I still don't understand why I got coupon in free stopover though even though they allegedly said I haven't paid. The whole website in Etihad and the customer service are the worst!! Have fun taking other people's money!
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Date of travel: June 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
2 Helpful votes
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rahner2018 wrote a review Jun 17
Guardalavaca, Cuba22 contributions4 helpful votes
Abu Dhabi - London
International
Etihad's policy on dealing with damaged luggage: 1) give passenger wrong information at luggage desk in baggage hall - I was told to go online to file my claim by an Etihad staff member sitting behind the counter. He confirmed I wouldn't need anything in writing from him nor a form. Afterwards found out he should have given me a form with a ref number 2) not properly maintaining the webpage on which to report damaged items - I had trouble uploading photos and was unable to verify whether certain photos had indeed been uploaded. 3) ignore passenger's emails and reply only after passenger has mentioned the Civil Aviation Authority . 4) request the same information that had been uploaded onto the webpage again and again, then not answering any further mails from customer until she threatens to involve the Ombudsman. 5) refusing damage compensation on grounds of non-compliance to company's 'Damaged Baggage Policy' without providing evidence of said policy, but providing a faulty link that gives no information about any such policy. Done. Got rid of pesky customer.
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Date of travel: December 2023
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
1 Helpful vote
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Cruiser706241 wrote a review Jun 16
1 contribution1 helpful vote
Chicago - Bengaluru
International
Eithad airways does not have proper instruction when it comes to Adult and Infant name limitation . In the first place they allow customers to book Online and mentioned to call customer service after booking to correct the name. However when you call they ask 100 USD for name correction stating you should enter first part of last name of adult( if there are 2 names , however in the example they have not showed it correctly or mentioned properly.) . So greedy ..... They have also not mentioned anything about cost for name correction . In the first place do not let customers to book in your website in this kind of situation . It feels like you are intentionally allowing , so that to extract additional charge . I believe many would have trapped for this and paid additional even it is not there mistake . The customer care is disgusting and not so helpful , expect asking additional money nothing they want to help and no supervisor even if asked to talk to next level supervisor and they are not ready to transfer (doubt there are any available). I was really very dissatisfied . No one from the customer care was ready and helped me, from now on i would think twice before booking.
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Date of travel: June 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
1 Helpful vote
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Raja Verma wrote a tip Jun 16
"Research the aircraft on route before booking an Etihad Business Class Ticket "
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Paula S wrote a tip Jun 15
"Choose another airline The Customer Service is simply non-existent"
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Santhosh9 wrote a tip Jun 13
"Nothing much "
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Sue B wrote a tip Jun 12
"Choose a different airline."
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Medha Shrirang D wrote a tip Jun 12
"Best tip is to not take this flight if its A321 "
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