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Etihad Airways
RanjithGreater Melbourne (Outer), VIC
- Verified customer
Dodgy refund process
I Have booked a return ticket for December 2020 but my onward flight got cancelled by Etihad due to covid restrictions and I naively cancelled my return journey. Etihad now says they cannot provide me with a refund as per them I should have contacted customer care first to cancel my return ticket. ---Even though I have contacted Etihad the same hour after I cancelled online - they said they will not help. Please contact me if anyone from Australia facing the same issue, I am planning to file a complaint with ACCC regarding this. my email address is [Contact Details Removed]
No refund despite promise
My flight with Etihad was back in June 2020. Obviously did not occur. I had booked through STA Travel who is now non-existent. I have called Etihad multiple times and each time they said STA customers were entitled to a refund. 7 months later still no refund. Keep being told it is waiting to be reviewed by their refunds team??? What a load of rubbish. They are clearly just trying to hold on to everyone’s money due to loss of business. Virgin Australia paid my refund within 3 weeks despite being in administration!!!
1 comment
Glenn KIehneSouth East Queensland, QLD
COVID problems with no contact from Etihad
My wife and myself were booked to travel with Etihad ex Brisbane to the UK on 28 March 2020 to connect with a cruise (CMV). Mid March the cruise company suspended all cruises. Due to this I requested the travel agent to seek a refund of airfares for my wife and myself plus the borders being closed down. On 25 March 2020 I believe Etihad itself was only flying returning residents back to their home base. Since the request for refund was lodged, Etihad have not contacted my agent to confirm a refund less any cancellation fees, or even to say the...
Read morere would be no refund, for whatever reason. Given this, if the world becomes normal again, I will not fly with Etihad even to the point of travelling in the opposite direction to avoid having to fly with them. They appear to not care about their reputation or to show any decency to a client.2 comments
Etihad A.Etihad Airways
Hi Glenn. Thank you for reaching out to us. Whenever tickets are booked through travel agents or third parties, the agents would have to liaise with guests and assist with any amendments or refunds. T...
Read morehe agents have a dedicated portal and contacts for Etihad Sales Representatives who can help with any issue or query. Please advise your agent to contact the Sales Representative for more information. *SkyMy travel agent said they did apply to Etihad March 2020 and they had received no contact from Etihad, hence my review.
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Rod G.Central Highlands and Goldfields, VIC
Disgraceful - just give me my money back!
Booked and paid via my travel agent return flights to Europe in September 2019. The flights were for leaving May 2020 returning June 2020.
Despite numerous attempts to receive a refund by both my agent and by myself Etihad refuse to speak or even contemplate refunding.
I had flown with Etihad a number of times pre COVID. Never again if this is how they treat people and show me my money!
2 comments
Etihad A.Etihad Airways
Hi Rod. Travel agent refunds have to be handled by the agents themselves. There is a dedicated website for agents with all our updated waiver policies that they can refer to. They can also contact the...
Read moreir sales representatives in case they are unsure. *SkyMy agent has been trying to do this for 8 months and has been getting nowhere.
I can give you my booking details if you like.
KamGreater Melbourne (Inner), VIC
Pathetic airline to travel with. The most dodgy airline I ever came across.
Karachi to Melbourne which was cancelled twice. Gave me a refund after two months. I called them so many times for refund but everytime a new lie was given to me.
1 comment
Etihad A.Etihad Airways
Hi Kam. Kindly get in touch with our Call Centre team who can check all the available options for your ticket. They'll be able to help you further. *Sky
Horrendous customer service
Have been unable to get refund for flight cancelled due to COVID 5 weeks ago. Have sent numerous messages via social media, a different agent responds each time so there is zero continuity and have to repeatedly ask same question/provide same information. Extremely frustrating. Has really put me off Etihad.
2 comments
Etihad A.Etihad Airways
Dear Freda,
Please contact us via our Social Media channels with your ticket number so that we can look into this for you. ...
Read more Thank you. *RoseI have been in touch several times a week over the past 5 weeks. Zero success in getting a refund. Appalling service.
PatriciaGreater Melbourne (Metropolitan), VIC
Covid missing Miles due for refund now for over 3 months
I requested a refund in June due to Covid 19 and not being able to travel internationally from Melbourne to Heathrow and back from Ireland. I had used points to upgrade to Business class.
Not only have I had to struggle to get my money back which finally did come, but Im still having a terrible time getting the 314818 miles refunded.
Ive called them, emailed many times and still get the same answer: it's been escalated to the right department.
NOTHING is happening. Frustrated to the extreme!!
2 comments
Etihad A.Etihad Airways
Hi Patricia, I do understand why you would be upset and woudl ask you to please send us your details via any of our Social Media channels, so that our team can follow up for you. Thanks. *Vio
Confirmation Code: KLEDBL
- Verified customer
Flight cancelled in March 2020 - no refund after 6 months
While I can appreciate the impact that COVID-19 has had on the airline industry, for a supposed quality airline their response continues to be subpar. Not only was the experience of flight cancellation by Etihad at a foreign airport quite awful; customer service was equally unhelpful. I was told a refund would take up to two months yet here I am having not heard from them at all. It should be noted that they initially attempted to give everyone vouchers valid for about 6 months instead of money paid for cancelled flights (illegal). Unfortunatel...
Read morey have had to go the charge back route to obtain money owed for no service provided and my bank has advised they are disputing this - under what grounds I am unclear. Even budget carriers have treated their customers with more respect at this time. Avoid.1 comment
Etihad A.Etihad Airways
Hi Anthony, please join us via our Social Media channels with our Etihad booking reference or ticket number, so we can look into this for you. Thanks *Vio
Gordon
- 2 reviews
- 1 like
- Verified customer
Still waiting for my refund
I purchased flights through Corporate Traveller to fly with Etihad to the UK. Their flights are normally quite good but they did mess my food order up. I am a platinum flyer so I made use of their first class lounge which is First class! The service in their lounge is amazing. However due to Covid 19 my recent flight was cancelled and I have been waiting three and a half months with no response on my refund. Their website says 45 days to refund which is total rubbish. Due to their lack of response on this I won't fly with them again. I understand their are lots of passengers in a similar position and delays but don't advertise 45 days to refund and it has been three and a half months with no sign of a refund and no date given.
1 comment
Etihad A.Etihad Airways
Hi Gordon. This does not sound ideal. Please send us your booking reference number via a Private Message on Facebook or Twitter, so we can look into this for you. Thank you. *Mona
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John N.Hunter Region, NSW
- 32 reviews
- 72 likes
Flight Cancelled by Etihad, but they refused a refund
Even though Etihad has Cancelled my flights from their end, they have refused any kind of refund. This is against their own Rules and Regulations. I am now taking the matter to the ACCC & Department of Fair Trading. If that fails, I will have to engage a Solicitor and go to Court. Etihad are quick to take your money, but always refuse to refund. I would never recommend them to anyone, due to the way I have been treated.
2 comments
Etihad A.Etihad Airways
Hi John, we can understand that due to the circumstances, travel plans are getting interrupted. Hence, we are providing more flexibility with changes on bookings due to the COVID-19 travel restriction...
Read mores. Please visit our website for more details or call our Contact Centre team. *IvyUgh, no, Etihad. Flight was cancelled by you. You owe me a refund, no questions asked. Simples. Etihad is owned by the Sultan of United Arab Emirates; he has plenty of money to refund your customers. The Sultan just chose not to!
Bulat KadyrovSydney, NSW
- 2 reviews
- 2 likes
Untrusted dodgy thief airlines
Etihad Airways has given up and turned away from their loyal customers when their services were most needed. People trusted them. My parents couldn't return home from Australia for almost a month because of Etihad Airways has cancelled flights.
But we really appreciate that there was another airline during this hard time for many of us. They helped us without any doubts and returned safely my parents home.
Thank you Qatar! You've been there for us!
And shame on you Etihad Airways! You are not even refunded our cancelled flight tickets and refuses to oblige your own terms and conditions by changing them 'on fly' to steal your customers' money for short term profit.
That's only thing can fly with Etihad - their arrogance and lies.
DawnGreater Melbourne (Outer), VIC
- 2 reviews
Covid Refund Process
I booked flights to Dublin departing in April - As i could not go, the process to get a refund or credit was really easy - i chose the credit as i travel every year so i knew i can use one day, i also got an extra 250 dollar and more miles - well done Etihad
1 comment
Etihad A.Etihad Airways
Dear Dawn,
Thank you for taking the time to review your recent experience during this extraordinary time. We hope that you will be able to use your travel credit very soon to take you to Dublin or another destination of your choice. ...
Read more Thank you. *RoseJohn ArcherSydney, NSW
- 3 reviews
- 2 likes
ETIHAD has no integrity whatsoever
I was surprised at the number of 1 star reviews since Covid. Reminds me of our last flight with ETIHAD 12 months ago, long before Covid. Our flight was Sydney to Oslo via Abu Dhabi and Manchester. Our last leg was cancelled due to a pilots strike and the airline totally abandoned us in Manchester. There is no contact agent in Manchester and our phone calls and emails were deflected at all times. We had to organise our own carriage to Oslo at ruinous cost in the following days and despite a constant stream of requests for refund ever since they obstinately refuse to comply. The ETIHAD service on board the aircraft was very good but their corporate approach to customer service is appalling.
2 comments
Etihad A.Etihad Airways
Dear John,
We would like to hear more about your experience. Please contact our Guest Relations Team directly via our Feedback Form on our website. This will then be investigated further....
Read more Thank you. *RoseThis appears to be a computer generated response to all criticisms. We have been constantly corresponding with ETIHAD over a long period and have always received an arrogant brushoff. We have finally ...
Read moregiven up but hope this will be a warning for future prospective travellers.zackwestWide Bay-Burnett, QLD
Eithad has ABSOLUTELY NO INTEGRITY
I've been waiting over 2 months for Etihad to process a refund. They take NO RESPONSIBILITY for their incredibly poor processing. Incredibly frustrating experience. Will NEVER fly with them again.
1 comment
Etihad A.Etihad Airways
Dear Zack,
Please contact us via our Social Media channels with your ticket number so that we can assist you further with this. ...
Read more Thank you. *RoseAlexSydney Surrounds, NSW
- 11 reviews
- 25 likes
Etihad refuses refund.
Useless Airline. Asked for a monetary refund for Melbourne To Azerbaijan that was cancelled due to COVID. ETIHAD absolutely refuses saying: 1) They can only issue useless "VOUCHERS" and 2) Need to use a travel agent to get them. So I joined Class Action lawsuit agsjvsf them. Ref#: RMTDCR
1 comment
Etihad A.Etihad Airways
Dear Alex,
Please contact your travel agency directly who will be able to assist you with the rebooking or refund of your flight. As you have booked via third party, we can only assist with a free date change before 30 Sept 2020. ...
Read more Thank you. *RoseFind out how Etihad Airways compares to other International Airlines
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mahirGreater Melbourne (Outer), VIC
- 9 reviews
- 5 likes
I would give zero
Etihad cancelled our flight 6 times, they don't even refund the ticket. There are flights from abu Dhabi to our destination(on etihad website) but etihad told us that it has to be an etihad flight. And there is no etihad flight at all. Overstayed 5 months already.
1 comment
Etihad A.Etihad Airways
Dear Mahir,
Please contact us via our Social Media channels with your ticket number so that we can look into this for you. ...
Read more Thank you. *RoseJenna A.Sydney, NSW
Getting nowhere with Etihad! - give us our money back
We are getting nowhere with Etihad, we have been trying to cancel our flights and get a refund since April! This is extremely frustrating. We have a travel agent who has shown us proof of request and we have staff on the phone of Etihad stating there has been no requests for cancellation made. We want our refund and we want it now! We booked flights through travel agent and seats with extra room directly with Etihad and we cant get anywhere with either!booking reference : BQHQRV
1 comment
Etihad A.Etihad Airways
Dear Jenna,
As your purchasing contract is with the travel agent, they should provide you an update about the refund process. Once they have placed the request in the booking, it goes to the Etihad ...
Read moreSales representative and if a follow up is required, your travel agent can contact them directly. We're confident that your travel agent will share an outcome with you ASAPDarkhorseMetropolitan Adelaide, SA
- 2 reviews
- 5 likes
Joined class action for refund
My story is the same as many others but the timeline goes like this:
1) Booked UK trip from Aus in Feb 2020
2) China broke the world by giving us Coronavirus (thanks for that)
3) Etihad cancelled our flights
4) Request a refund. Only offered a voucher to the value of about 30% of the original fare
5) Joined a class action
6) Demanded a full refund just today via Facebook
7) Refund approved within 30 minutes
Talk about How to suck at running an airline!
1 comment
Etihad A.Etihad Airways
Hi there. Our waiver policy has changed throughout the months to better cater to our guests' travel demands. Thank you for sharing your thoughts with us today. *Sky
Aliénor I.Sydney, NSW
No refund despite clear terms and conditions
I have been fighting for weeks to get a refund of my cancelled flights to Europe. Etihad cancelled the flight but refuse to oblige to their own terms and conditions and provide a refund.
I have reached the limit, they won't reply to me anymore and have not even once stated any legal reason why they won't refund. A company must oblige to their terms and conditions, this is a legal requirement.
I'm disappointed and appalled by this lack of customer service.
I, too, have registered my interest for a class action against Etihad. What they are doing isn't right.
I will keep fighting for my money. Etihad has not provided the service, they can't keep the money!!
2 comments
And by the way, do not attempt to regurgitate the same absurdity you have been emailing over an over. No, the current conditions do NOT provide you with an excuse to NOT oblige to your terms and condi...
Read moretions. As clearly mentioned in your T&C's, when the cancellation is triggered by the airline, a refund must be provided. This has nothing to do with the fare of my ticket...the fare only applies if I cancel. And btw, those conditions I agreed to when buying my ticket in January. You cannot change the conditions afterwards without notifying customers and get their agreement. You are in complete breach of your obligations towards customers. Come to your senses and stop scamming people!Etihad A.Etihad Airways
Hi Alienor. We are sorry to hear that your flights have been affected by the travel restrictions, and we understand that you are looking for a solution. Please send us your booking reference number vi...
Read morea a Direct Message on Facebook or Twitter, so we can assist you further. *MonaJamie A.Greater Melbourne (Metropolitan), VIC
- 3 reviews
- 4 likes
Ethically void airline
In the same boat as many others.
Etihad decided to cancel flights and are only offering a credit to be used within a timeline in which international travel for leisure will be almost impossible.
Have received no correspondence from Etihad, only found out about credits are chasing them up through a third party agent.
I have joined the Slater & Gordon class action against travel providers who are refusing refunds and suggest others to do the same.
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Will never fly Etihad again if their current position continues.
1 comment
Etihad A.Etihad Airways
Hi Jamie, we understand that due to the circumstances, travel plans are getting interrupted. Hence, we are providing more flexibility with changes on bookings due to the COVID-19 travel restrictions. ...
Read morePlease visit our website for more details https://www.etihad.com/en/travel-updates/flights-from-abu-dhabi. If you purchased your ticket with us directly, our Contact Centre team can assist you with details about the travel credit. In case you booked your ticket with a third party website/travel agency, please get in touch with them and they shall assist you. Thanks. *IvyQuestions & Answers
Jenna A.asked
We are getting nowhere with Etihad, we have been trying to cancel our flights and get a refund since April! This is extremely frustrating. We have a travel agent who has shown us proof of request and we have staff on the phone of Etihad stating there has been no requests for cancellation made. We want our refund and we want it now! W booked flights through travel agent and seats with extra room directly with Etihad and we cant get any where with either!booking reference : BQHQRV
No answers
Muhammad Aliasked
Hello, I booked my seat from Lahore to Chicago via abu Dhabi for 5th July ,2020. Can I take fresh fruit, mangoes say 10kg in my baggage allowance? Thanks.
No answers
Annieasked
Has anyone in Australia considered a class action against Etihad?
Details
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Etihad A.Etihad Airways
Hi Ellie. STA ticket refunds will depend on the ticket stock. We can get that checked if you send us your 13 digit ticket number via private message on Facebook or Twitter. Thank you. *Sky