Review Time
I had the most challenging experience with an airline regarding family travel. From the moment we checked in until we landed. I booked a flight from Kuala Lumpur to London with a layover, for myself and my family, which includes three young children under the age of three. We had a baggage allowance for four pieces, as our youngest was an infant. However, during check-in at the airport, the staff refused to accept our four bags, each weighing 25 kg. They claimed their system showed no baggage allowance, despite me presenting the booking confirmation. This created a very stressful situation, especially for my young children. We arrived nearly four hours early, but check-in took almost two hours due to the luggage issues, compounded by rude and unhelpful staff. Ultimately, to avoid missing our flight, we felt pressured to pay over £1,775.00 just to travel with our bags. Additionally, once onboard, the crew was not accommodating to families. They seemed to invent rules about what my children could bring on the plane. Despite clearly being overwhelmed, they appeared to single us out. Overall, this was the most unfriendly airline experience for families I have ever had. I cannot recommend this airline at all. Their service has declined significantly, and I am currently looking into all available options to request a refund for the unjust charge.
Our journey with Etihad Airways turned into a complete nightmare. Due to a delay on our first flight from Bangkok to Abu Dhabi, we missed our connecting flight. We were assured by a flight attendant that the connecting flight would wait for us, but this never happened.As a result, we were rebooked 14 hours later, with an additional stop, and forced to travel overnight, without any proper rest or sleep. We eventually arrived at our final destination one full day later than planned, which caused us to lose an entire day of work. This is an unacceptable consequence of poor planning and mismanagement.The situation at Abu Dhabi Airport was chaotic. Customer service was absolutely terrible: we were sent from one desk to another with no clear information, no explanations, and no real assistance. No one took responsibility, and no one seemed capable of managing the situation.To make things even worse, we never received a single email or notification informing us about the delay, the missed connection, or the changes to our itinerary. The complete lack of communication added even more stress to an already exhausting experience.For an airline that claims to offer high-quality service, this level of disorganization, lack of support, and disregard for passengers is shocking. Arriving a day late, traveling all night without sleep, losing a workday, and receiving zero communication is simply unacceptable. I will never fly with Etihad again and strongly advise others to think twice before choosing this airline.
The most family unfriendly airline I have ever experienced. From check in to landing at my destination.I booked an Etihad flight via Booking com from Kuala Lumpur to London via Abu Dhabi for me and my family, which includes 3 young children aged 3 and under.My flight were booked with 4 x baggage allowance as our youngest was an infant. However upon check in at Kuala Lumpur Airport, the Etihad check in staff were refusing to check in my 4 x luggage each weighing the 25kg each. The reason for this is that in their system, it was showing them that I had no baggage allowance even though I showed them booking confirmation that it did.This was a very traumatising situation, especially as it caused a great uncomfortable experience particularly for my young children. We arrived nearly 4 hours early to check, but check in took nearly 2 hours because our suitcases were being rejected an the staff were extremely rude, unhelpful and very patronising. At the end, in order to avoid missing our flight, we were blackmailed that unless we paid a fee of over £1,775.00 we would not able to travel with our baggage.I would like to further add that inside the plane, the crew were very family unfriendly. They were making up rules as they went along as to what my children can and cannot bring onto the plane. They could see we had our hand fulls with our children but yet this probably attracted them to what I believe to be targeted and picked on.I must say this was the most family unfriendly airline I had ever experienced and travelled upon. I do not recommend Etihad Airlines at all. They've gone downhill. Iam exploring all options available to seek a refund on this extortionate fee I was wrongfully charged.
Very poor, I guess this is what living in the arabic world is like. No such thing as customer service basically. It's been nearly a month since I filled information regarding a lost item on their flight. Still no email to confirm whether they received the form or any email back saying we have searched the plane...nothing
I have never had such a terrible experience with an airline as I did with Etihad Airways. It will be the first and the last time.On 6 October 2025, my flight EY417 from Kuala Lumpur to Abu Dhabi was delayed, which caused me to miss my connecting flight EY177 to Copenhagen. When we landed, I went directly to the transfer center, where hundreds of passengers were left waiting for hours with no clear information.Etihad staff collected our passports, claiming they were applying for visas so we could be sent to hotels outside the airport, but then told us there were “immigration issues.” Meanwhile, passengers were stressed, confused, and completely abandoned without a real solution. Some people gave up and took their passports back because nothing concrete was happening.I personally waited almost 3 hours before only receiving food and beverage vouchers. I was exhausted and unable to sleep on a bench, so I had no choice but to book a room at the airport hotel myself for 177 USD. Etihad refused to take responsibility despite an airport hotel being available inside the terminal.This shows a complete lack of care, responsibility, and sense of situation from Etihad Airways. For a company representing the UAE, this was a big shame. Instead of helping stranded passengers, Etihad abandoned us in chaos.I am now seeking a full refund of my hotel costs and compensation for the stress and exhaustion this ordeal caused me. Until Etihad takes responsibility, I will strongly advise others to avoid flying with this airline.
The Worst Customer Service of any Gulf Based Airlines! I spent close to 22 hours flying on 2 flights without my Religious Diet because their website is not working properly and the Call Center Agents in India are beyond unprofessional and pretty clueless!
Etihad is a FRAUD Airlines & they are CHEATING their customers. (PNR DUR6BJ)I had booked a flight for my wife from Mumbai to London on Etihad Airways for the 3rd of October & return on 13th of October. The fair booked did not have a check-in luggage included & nowhere on their website were we able to add the check-in luggage. On contacting the airlines, we were told that the check-in luggage cannot be added in advance & we will need to do the same at the counter. On enquiring about the cost, we were told that the cost for the luggage would be max. 200$. We found this price very high & we could have booked an AirIndia or British Airways DIRECT flight for this extra, but did not have much choice as the travel date was only few days away.On reaching the counter for the Check-In, we were informed by the staff that it will cost us Rs. 55,000/- (USD 650$) for check-in bag weighing 20 Kgs. This was ridiculous, but even after arguing with their manager for an hour, they did not even budge & as my wife was travelling alone & had a schedule ahead, we had to pay that amount.Next day I talked to Yatra & my travel agent to cancel the return flight so that I can book another flight, but was informed that the cancellation fees is 100% & I will not get any refund, nor can I upgrade the ticket to a higher class which will include the luggage.This means that the Etihad Airways wants me to pay a total cost of Rs. 1,70,000/- (USD 2000$) for an Economy class return flight from Mumbai to London. I can easily get a BUSINESS CLASS ticket on any reputed airlines for that price.I have travelled the world to more that 70 countries, but have never experienced this type of shameless THEFT. This is absolute FRAUD being committed by ETIHAD AIRWAYS on unsuspecting customers.All flyers kindly beware of ETIHAD & use it only if you want to be CHEATED. We will never use this airlines again as they are absolute FRAUDS.SAMIR GARG (M: +91-9820127458)
Worst service ever , my mother in law had stroke and had been admitted to hospital in Dublin so we submitted all the hospital documents to Etihad airways to freeze or cancel the flight ticket but the call operators are so bad that they dont know what to do and just keep on telling that they will review , today is there date of travel and even today they are coming back telling that they are reviewing documents , the staff is so lazy to review hosiptal document and issue refund of the ticket , i will never travel in Etihad again and wont recommend anyone to travel through this worst airlines
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