Etihad Airways Customer Service Contacts

I travelled by a round ticket from Mumbai to Heathrow vis Abu Dhabi and back. During my return journey, the airline damaged the bag during transit to the extent that the bag has been dented and not possible to use anymore. The airline has shirked their responsibility by passing it off as a minor scratch though all evidence and photos were provided. Indifferent and pathetic customer service. Please travel at your own risk, it seems these are repeated complaints

I am travelled through CCU to JFK on 24.09.2025 and returned from JFK to CCU on 14.01.2026.
Out of four sectors I have travelled the worst one was Abu Dhabi to CCU dated 15.01.2026
The unprofessional behaviour of the cabin crew for a international flight is not acceptable.

Worst Airline Experience Ever – Etihad Airways
I am a frequent flyer and, over the past 25 years, I have taken more than 3,000 flights. I therefore consider myself a very experienced passenger.
My recent business class experience with Etihad Airways was, by far, the worst airline experience I have ever had. Even more disappointing than the flight issues themselves was the way Etihad handled the situation afterward, which was worse than what I have experienced with some low-cost airlines.
Outbound Flight: Milan – Singapore (via Abu Dhabi)
Abu Dhabi – Singapore
The inflight entertainment system was not working. The way the cabin crew handled this issue can only be described as very poor. The compensation offered was close to ridiculous, and I was told on board that I could only receive it in the form of Etihad miles.
Arrival in Singapore – Missing Luggage
Upon arrival in Singapore, my luggage did not arrive. As a result, I spent 2 out of my 5 days in Singapore without my luggage.
When I asked the Etihad lost-and-found agent how much I was allowed to spend on essential items, I was told that he did not know. This is unacceptable, as an airline should clearly inform passengers of the permitted expense limits. In the end, I was offered USD 50 for the delayed luggage, which I find almost offensive—especially considering that a business class passenger was left without luggage for nearly half of the trip. It also raises the question of how Etihad treats economy class passengers in similar situations.
Return Flight: Singapore – Milan
At check-in, I was moved from the window seat I had booked months in advance to a middle seat. Upon arrival in Milan, I discovered that my luggage was damaged, with personal belongings falling out.
I reported the issue and later received an email from Etihad instructing me to visit the nearest authorized repair shop to obtain a damage assessment. The closest official repair shop is over one hour away, meaning Etihad expects me to waste half a day for something that should clearly be handled by the airline.
More reputable airlines arrange for a courier to collect the luggage and return it repaired or replaced, without requiring the passenger to do anything.
Poor Customer Service Follow-Up
In total, I have sent 17 emails and 10 messages via Instagram. Every response has been the same: that Etihad is “looking into the matter.” More than two months have now passed without any resolution.
I chose to try Etihad as I expect to travel extensively in that region in the future. However, this experience has been terrible in every respect, and I absolutely do not recommend Etihad to anyone. If this is how Etihad treats its business class passengers, one can only imagine how economy class passengers are treated.
By far the worst airline I have flown with in the past 25 years.

I had the worst experience ever with Etihad Airways, and I want other travellers to be aware.

We were travelling from Stockholm to Calicut with a 4-year-old child. Our Brussels connection (operated by Brussels Airlines) landed at 08:50, and despite reaching immigration by 09:10, the long non-EU immigration queue delayed us. We rushed, jumped the queue, and still reached the gate just after 09:50 — the flight was physically still there but Etihad had already closed the gate and refused boarding without any empathy or support.

What happened after that was even worse. Etihad has no help desk in Brussels, so we were told to call customer service. That turned into hours of false promises and complete misinformation. We were told not to leave the airport, to “wait for 5 minutes”, and to “call again every hour” because they were “waiting for a response from Brussels Airlines”.
But when we checked with Brussels Airlines and Avia Partners, they confirmed no email was ever sent by Etihad. We were simply fooled and made to wait with a child for more than 6 hours with zero support — no rebooking, no guidance, nothing.

Because of these false assurances, we lost the chance to book alternative flights earlier. Instead, we ended up stuck in the airport, exhausted, stressed, and finally forced to pay triple the amount for a new last-minute journey that stretched our travel to nearly 36 hours. The trauma, anxiety, and physical exhaustion we went through as a family is beyond words.

Now Etihad is offering only a “peanut” refund, hiding behind fare rules — even though their own staff misled us and caused all the damage.

Inhuman, insensitive, and irresponsible behaviour.
If Etihad had simply told us the truth, we could have made other arrangements and avoided this nightmare.

I will never recommend Etihad to anyone after this experience.

I showed check in my booking through booking.com but never paid enough money for my luggage I got credit card details from family instead of charging me for luggage they took a full charge of flight and luggage I've emailed them but no reply as yet I'm going to try resolve to sort this out suggest you do same if no luck with Etihad