Etihad Airways35 reviews
This score is based on 35 genuine reviews submitted via BritainReviews since 2017.
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Find companies you have experience with and write reviews about them! Your reviews contribute to a more transparent market and improve the reliability of companies.Mostly good, with a snag
Overall I'm pretty pleased and would fly them again. The flights were on time and the cabin crew were friendly, so the trip itself was smooth. Booked a year ahead and the plane was comfy. One annoying bit — our family seats were all over the cabin unless we paid extra, which forced a last-minute scramble. A mate recommended Etihad and I even told my sister to try them. Not perfect, but it works well.
That suitcase sting
Was halfway smug about finding a flight till the baggage charge hit me — €250 for one extra case, seriously? It wasn't obvious on booking, so I felt properly mugged at check-in. Wish they'd be upfront. If you’re booking, triple-check the small print or you'll be as annoyed as I was. Honestly, ruined the trip budget a bit.
Seat drama on our return — not great
Booked extra legroom for the return leg of our honeymoon because my back hates cramped seats and I was nervous about the airline. That worry turned out sensible — on boarding they'd cancelled the seats and my partner and I were stuck apart. Ground staff shrugged and phone support accused me of lying, even though I had the paper ticket proving otherwise. Tried for a refund, gave up — the deluxe add‑on seems worthless. Plane itself was fine, but customer care let it down.
Nearly didn't go for it
I nearly didn't order because I had proper doubts about their refund rules — I needed to cancel for a family emergency and wasn't sure they'd accept papers not fully in English. Kept me worrying for a bit, honestly. In the end the team were helpful, asked for extra documents, accepted the translations and sorted a refund. I use this kind of service for trips and family plans, so I'm really glad it worked out — felt noticeably lighter afterwards.
Surprisingly okay in the end
30 to 20:50 and they only told us late, so yeah, I was annoyed and tense. Staff at the desk were decent though; they offered a refund option, looked for alternatives (none worked), gave meal vouchers and kept us updated. Long wait, but the flight itself was fine and I made it. Glad it wasn't as bad as I feared.
Unexpected turnaround
We were denied boarding in Abu Dhabi and, honestly, I expected a proper disaster. Left at the transfer desk for hours without water — five of us — treated a bit coldly, I mean, not great. After around 24 hours we were rebooked, given hotel, taxis and meals (paid by the airline) and staff eventually sorted things. Still waiting on formal compensation, but actually I’m oddly pleased it didn’t stay a total mess.
Seated apart, second thoughts
I realised mid-boarding on our KL–Abu Dhabi flight that the three of us were placed all over the cabin, even though there were empty rows nearby — felt like a push to pay to move. First impression was cramped and not particularly clean, more like a budget airline for a long haul. One cabin crew member did go out of their way to help, which calmed me down a bit, so I didn't leave furious. Will think twice before booking again, but it's usable if you plan ahead.
Morning sun and a missing plan
Sunrise over Ho Chi Minh, and there I was — stuck when my flight got shuffled. I’d booked weeks ago and the app looked great at first, really smooth; first impression was “nice”. Then chaos, okay. The online support was a bit of a nightmare, endless chat loops — that’s a real weakness. On the bright side, the people on the ground were proper helpful and eventually sorted some options for me, so delivery of actual help did happen, just slower than I’d hoped. As a student with a health thing I was worried, but they tried — not flawless, some gaps, but it worked out in the end. Would use again, with caution.
Wasn't sure at first, but glad I tried
I was really on the fence about flying with them — loads of mixed reviews online, so I almost didn't book. Ended up going for the cheaper fare and, to be honest, my nerves were high when our connection dragged on late. Used the airline on an overnight trip and my first impression was chaotic, but then things actually sorted out. Staff were quietly proactive, found me a hotel room, and even threw in a voucher for food — nothing fancy but it helped. The delay still sucked, sure, and I lost sleep, but the crew's friendliness and that little extra gesture turned the mood round. Would I fly again? Yeah, surprisingly yes; my doubts eased a lot. Little things, like a free tea in the lounge, made a difference.
Missed flight, muddled time — relief came later
25 — classic facepalm. I’d checked in on the app earlier and thought that was clever, until there were no reminders and no staff at the Etihad desk. Support number? Dead. So I ended up buying outrageously priced last‑minute seats on another airline. The moment I finally sat down on that replacement flight and both kids dozed off — that’s when I felt properly satisfied, oddly enough. Not because Etihad fixed anything, but because the chaos was over. Could have been handled much better, though.
Sorted in the end, but annoyed about the baggage mess
glad it was eventually fixed, but the whole baggage saga left me fuming. I booked a trip to Thailand through a travel agent and only later noticed my ticket didn’t include checked luggage — and for a two-week holiday, with the kids and all the beach gear, you kinda need that extra 25 kg. Other airlines usually include it, so I just assumed the same here. Rookie mistake, I know, but the booking page didn’t make it clear.
I rang customer service straight away and got passed back to the agent, who then said he could sort it for €35 but only if Etihad approved the change (case number was mentioned). Meanwhile the airline’s website wanted something like €752 to add baggage — nearly the price of the flight. That felt... off. After a few calls, some waiting and a bit of back-and-forth, the agent managed to get it sorted without me paying that ridiculous fee. So yes, relieved and grateful to the agent — honestly saved the holiday.
Still, it should be simpler. A clearer note during booking would’ve saved everyone time and stress, and a more reasonable add-on price on the site would be fair. I’m happy it worked out and thankful for the human who actually helped, but it really shouldn’t be this awkward. If you’re booking, double-check the fine print or phone your agent straight away — trust me, don’t assume baggage is included.Booked for comfort, ended up having to chase it
booking was smooth and the cabin crew were decent, so I can’t slate everything. But on the delivery and customer-service front they have some serious catching up to do. If you’re booking premium for comfort or medical reasons, just be aware that if anything goes wrong afterwards, you might be in for a fight. We’re pursuing formal complaints and keeping records — not ideal, but sometimes you have to push. Overall: good on the plane, really poor follow-up and compensation handling.
Empty chairs, loud silence
every single one of those twelve had been marked the day before when online check-in opened. They had tried to check in online the moment it was possible and kept getting blocked messages telling them to check in at the desk on the day. So the selection wasn’t random on the day. It had been prepared earlier. That detail annoyed everyone who had tried to be organised.
There were practical consequences. People missed connections, lost hotel nights, had to rearrange onward travel. Some didn’t speak much English and that was clearly exploited. The staff often repeated the same line and walked away. Help was thin. It wasn’t violent or dramatic. It was bureaucratic and cold. That makes it worse in a way.
Two people from the group did get on the plane in the end. My friend was one of them. She had been the first to be told to wait, the first at the counter, and then somehow she was back on the flight. I’m quietly glad about that. It’s a small relief in an otherwise poor experience. There was also a second person who slipped through the same process. For everyone else it was a long, humiliating day.
A small piece of advice for anyone facing this: try to document everything. Take screenshots of online check-in attempts. Keep receipts. Ask for a written explanation at the desk if you are told you’re bumped. Speak up, loudly if you must. If you travel with people who can help translate, that helps. And don’t assume online check-in status reflects your final treatment. I’d add: be wary if the airline seems to overbook consistently on the same route across multiple days. That’s a pattern, not a glitch.
Would I book with this carrier again? Hesitant. The experience was handled badly. But I’m glad, genuinely, that at least one friend managed to get on and that there wasn’t more chaos. It could have been worse. Still, it felt like profit-driven tactics put before basic courtesy. If you must fly them, go in prepared and ready to push for your rights.Recent flight experience
I recently had a terrible experience flying with this airline. The flight was delayed for more than 4 hours, the staff hardly communicated with us, and the gate was changed three times without warning. Couldn't even find the crew during the flight, it seemed like they were avoiding us on purpose. The plane was so cold, it felt like we were in an icebox. The food onboard was awful, tasted like something from a bin. And don't even get me started on the layover in Abu Dhabi - it was a disaster. The website didn't work, couldn't get help on the phone, and when I finally spoke to someone, they wanted to charge me for a flight change when it was clearly their mistake. Stay away from this airline, it's not worth it.
Flight booking experience
I'd steer clear of this scam, mate. They lure you in with low-cost flights, but once you've paid up, they go ahead and cancel your booking. And don't even think about getting a refund, it's a lost cause. I've been waiting for my cash since June 2023, went through the whole arbitration process and still no luck. Best bet is to go with a different airline and save yourself the hassle.
Long-haul flight experience
My recent long-haul flight was a real letdown. As soon as I got on board, I felt how freezing it was inside the cabin. Even with two blankets, I couldn't stand the cold all through the flight. And to top it off, the entertainment system wasn't working, leaving me with no way to pass the time. The food was also a disappointment, served in unappetising brown bags that reminded me of fast food. The whole vibe of the cabin was unpleasant and uncomfortable, definitely one of my worst flight experiences. I won't be flying with this airline again, that's for sure.
Online check-in seat selection fee
I was really disappointed when I found out that there was an extra charge for picking seats during online check-in with this airline. It seemed like something budget airlines do, not a well-known international airline like this one. The whole thing left me feeling a bit miffed and made me wonder about the customer service they offer. Long story short, I won't be flying with them again.
Flight experience feedback
The aircraft was pretty good overall, much more comfortable on the Airbus than the Boeing. The entertainment selection was decent, but there wasn't much legroom on the Boeing whenever the person in front leaned back. We had a pretty annoying 2-hour delay on one of our flights, which was quite frustrating.
Flight booking
I've just booked a flight with this airline and I must say, my experience was actually really good. Despite some bad reviews I read beforehand, I found the airport staff and flight attendants to be really friendly and professional. The flight itself was nice and I didn't face any problems at all throughout my journey.
Flights from Phuket to Abu Dhabi and from Abu Dhabi to Munich for my family
I was pretty disappointed with my recent flight with the airline. I flew from Phuket to Abu Dhabi and encountered some problems with the crew. I gave up my seat for a child to sit with their parent, but ended up not getting any food or drinks. When I asked for water, it was brought to me without even a sorry. The crew didn't seem very professional or well-trained, and the service was below par.
The same things happened on my next flight from Abu Dhabi to Munich. I had to ask multiple times for coffee after we'd finished eating. It got to the point where the crew were questioning me as if I'd done something wrong. Overall, the service was unfriendly and unprofessional, and I felt really uncomfortable with the airline staff.
About Etihad Airways
Etihad Airways is the national airline of the United Arab Emirates, established by Royal (Amiri) Decree in July 2003 and commencing operations in November 2003. Based in Abu Dhabi, it operates both passenger and cargo services to international destinations across Africa, Asia, Australia, Europe, the Middle East, and North America. The airline is known for its commitment to luxurious and innovative service, offering a range of cabin classes including the premium "The Residence" suite. Etihad Airways has garnered numerous awards for its service quality and has established codeshare agreements with various international airlines to extend its global reach.
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Categories Etihad Airways
Holidays and Trips | Plane Tickets Reviews & Experiences
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Last update: January 2026
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