We flew from Barcelona to Da Nang with a stopover in Abu Dhabi, then via Kuala Lumpur to Da Nang leaving on 11th March. The flights to Abu Dhabi were fine if perhaps a little stingy on the food and drink. The hotel we were given by Etihad for the stopover was also fine. We had one ticket for the while trip using Etihad Airways and their partner airline Batik Air and paid the full invoice to Etihad. We arrived at the boarding gate in Kuala Lumpur and the staff of Batik Air refused to allow me to board the flight. They insisted I needed a visa for entry to Vietnam (I didn't). Our only option was to try for an immediate visa online so that I would be able to board. By the time we had obtained the visa, it was too late. So we had to book another flight. We had to take a flight from Kuala Lumpur to Ho Chi Min city and then another flight to Da Nang. Malasia Air in Kuala Lumpur did not request any evidence of a visa when we checked in and on arrival at Ho Chi Min city the immigration official explained that I did not need a visa to enter Vietnam. I was entitled to a 45 day stay with no visa. So then began the battle with Etihad. Emails are replied to saying that they are very busy and they might reply within 28 days, but if they do not "please feel free to contact us again". A phone call to customer services was almost less helpful. The person I spoke to had only two phrases in his repertoire; "I am sorry sir, I cannot help you with that sir" and "I am sorry sir, I am not authorised to deal with that sir". So after an incredibly stressful day and extra expenses of some 800 euros through no fault of our own it seems that Etihad are not in the slightest bit interested. The return flights were Ok apart from the flight from Abu Dhabi to Barcelona. We boarded and the crew disappared for 3 and a half hours! The battle with Etihad will continue......

We wanted to fly to Singapore on 28.12.24 with 4 people. One person fell ill, so we had to cancel the flights. Since 29.12.24 I have been trying to get the ticket costs (minus the cancellation fee of 40%) back from Etihad Airways. Despite 8 times! phone calls and several emails that the costs will be refunded after a processing time of 40! (ridiculous) days, nothing has happened to date (6 months later!). It's a shame that you can only enforce your rights with a lawyer! I strongly recommend not to travel with Etihad Airways!

Dear AirlineRatings.com Team, I am writing to share my deeply disappointing experience with Etihad Airways, which has left me feeling frustrated, disrespected, and undervalued as a passenger. Despite providing all necessary documentation and evidence, Etihad has refused to offer fair compensation for damage to my checked baggage, violating my rights under the Montreal Convention (1999). Here is a summary of what happened: Incident Details: On January 22, 2025, I traveled with Etihad Airways and checked in a brand-new suitcase. Upon arrival, I discovered that the suitcase was severely damaged while in Etihad’s custody. Claim Filed: I immediately filed a baggage damage claim with Etihad, providing: Photos of the damaged suitcase. A detailed damage report. Proof of purchase for the suitcase, including an authentic receipt issued in Argentine pesos (ARS 324,998.70, equivalent to approximately 295 EUR). The receipt includes a QR code and a CAE number issued by the Argentine tax authority (AFIP), confirming its authenticity. Etihad’s Response: After over 40 days of delays, Etihad offered me USD 50 or a USD 75 voucher, which is far below the actual value of my loss. They claimed my receipt was “inauthentic,” despite it being a valid, government-verified document. Etihad has ignored my repeated requests for a fair resolution, acting in bad faith and violating my rights as a passenger. My Rights Under the Montreal Convention: Under Article 17(2) of the Montreal Convention, Etihad is liable for damage to checked baggage that occurs while in its custody. The convention sets a compensation limit of 1,288 SDR (approximately 1,500 EUR), and I am entitled to a fair reimbursement that reflects the actual value of my loss (295 EUR). Etihad’s refusal to honor this obligation is a clear violation of international law. Lack of Accountability: This situation has caused me significant stress, inconvenience, and financial loss. I trusted Etihad with my belongings and expected a level of service that reflects the airline’s reputation for excellence. Instead, I have been met with incompetence, disrespect, and a blatant disregard for my rights. Why I Am Sharing This Experience: I believe it is important to hold airlines accountable for their actions and to inform other passengers about their rights. I hope that by sharing my story, I can prevent others from experiencing the same frustration and disappointment. I have attached all relevant documents, including: Photos of the damaged suitcase. The damage report filed with Etihad. Proof of purchase (receipt with QR code and CAE number). Correspondence with Etihad. I trust that AirlineRatings.com will take my complaint seriously and use it to highlight the importance of fair treatment and accountability in the aviation industry. Thank you for your attention to this matter. Sincerely, Eduardo Araujo

Old airplane, old entertainment, worn-out flight attendant uniforms (though the crew was great), half of the food was tasteless, especially the bread, which I expect to be freshly baked and warm, was hard, cold, and wrapped in foil. extremely limited legroom for a long-haul flight, and worn-out (hence hard) seats. Etihad is no longer what it used to be. Route: Vienna - Abu Dhabi.

Watch out for their hustler baggage rules. Only 7kg baggage allowed for long distance flight on economy. Price for 30 kg checked in baggage is almost the same as the total ticket price - totally crazy. No help at all from their customer service - that really is hustler attitude.

I traveled this airline in August and damaged my baggage. I complained very irresponsible people and no apology. Don’t travel if you want your baggage safe

I traveled with Etihad Airways in February 2024, relocating to Australia, and it was hands down the most frustrating travel experience I’ve ever had. They LOST my luggage, which contained essential items like medications, electronics, makeup, and household goods. After two months of supposedly searching, they confirmed they couldn't find my luggage. I then filed a claim for the value of my lost items, which came to around 8,000 AUD, only for them to offer me a ridiculous 405 USD – barely covering the cost of my suitcase! Despite multiple attempts to negotiate for a fair compensation, they flat-out refused to increase the amount. What’s worse is that after I begrudgingly accepted this insult of an offer, they asked for my bank details to transfer the compensation. Fast forward 9 months, and I still haven’t received a single cent. I’ve provided the same details over and over, yet their staff are utterly clueless. Every time I contact them, I have to retell the whole story because they have no idea what’s going on. It’s clear they’re just using delay tactics to avoid paying me. I’ve lost thousands of dollars worth of items, and I’m beyond furious. I will NEVER travel with Etihad again and would strongly advise anyone else to avoid them at all costs. This airline is completely unreliable and untrustworthy!

I rtavelled on a long-haul flight from Abu Dhabi to London, on a (O think) A6-API Airbus A380-800, economy. Individual air streams seem to be not part of the seat design in economy. I had a strong downdraft of EXTREMELY COLD AIR coming down on my head for the entire journey, inflicting unacceptable pain and discomfort. Cabin attendant said sorry, this is just the aircraft design, tough luck… Other seats did not seem to be affected, and temporarily swapped with another passenger. No possibility of a permanent seat swap to another seat due to fullish flight. It required TWO blankets on top of my head and shoulders to get vaguely comfortable, for the entire flight. I cannot believe that this is an acceptable situation that can't be alleviated.

The airline mislaid our luggage for 4 days and has ignored our request for payment of our receipts for toiletries and underwear. We have emailed with no response and there is no telephone number. We kept our spending to a minimum so not a huge sum of money. Very disappointing response from this airline. Will not fly with them again.

When I bought a business class ticket from Lisbon to Bangkok, I expected comfort and all the perks of expensive tariffs. However, when I wanted to change the date of my return flight, I was surprised: instead of $30, they charged me $700 euros. Explanations about "fare rules" left a lot of questions. Even the support couldn’t clearly say where the fee comes from. All they said was “the website calculates it like this”. Unexpected fees and lack of clarity is something you don't expect from business class. I recommend weighing your choices before flying business with Etihad.