flight VL49BA St. Petersburg - Jakarta. In Jakarta, upon arrival (late at night), I received a suitcase without one wheel, my suitcase was damaged. I wrote a complaint with all the documents, photos attached. No one answered my complaint (REFERENCE 2405284209794) It's been a long time. There is no compensation and no one is responsible for the damage to my property.Etihad online support on the website and managers do not want to help me with this situation. As a result of damage to my suitcase, a hole was formed in it from which several valuable things fell out. Apparently no one is going to compensate me for these things either.also I had a transit to Abu Dhabi for 16 hours at night. the airline did not provide accommodation, food vouchers or any other support. This is the most disregard for the client. I fly a lot on business and Etihad is my worst experience

Had a great experience on Etihad. Very comfortable seats and great food. I left my phone on the flight by accident and the special service staff helped me figure out what to do next. I emailed Etihad's lost and found and they were extremely responsive and emailed me on a few hours and said they had found it. I was so relieved. Really excellent service!

My first time flying Etihad. I am a seasoned flyer, mostly within Europe but had a trip booked to Jakarta following my graduation from university.

As always when I fly, I attempted to check in online as soon as I had the opportunity in this case the night before the flight and was unable to. It seemed the the system was having an error, so I left it and decided I would check in at the airport. On arriving at the airport and reaching the check in desk, I was advised the flight was overbooked and I would need to wait until check in closed to see if there's an available seat and was provided a voucher for £10 worth of refreshments. After the wait, I came back early to the desk and noticed there were several others waiting also. We were then informed there were no available seats, and we would be given £520 compensation and they would attempt to rebook us on the next available flight. They provided us an additional voucher and asked us to wait at the café while they did this.

After another hour or so, the agent came to us and spoke to us about the rebooking. In my case, I was booked on a flight over 24 hours later. I was not given any option of flights, and when I enquired about the possibility of being on an alternative airline but earlier, I was told this was not possible (despite regulations stating passengers should be rebooked on the soonest possible flight, even on other airlines if one with the same airline is not available. At least that is my understanding, even if I am incorrect, the agent was unhelpful with their explanation). Due to the flight being the next day, I was provided with a hotel stay with lunch and dinner provided.

This was the same outcome for 4 others on my flight, with some fairing a bit better with being rebooked on flights early the next day but two of us for a flight in the evening. As such, there is not clarity on what I will have available on the day of the new flight, with me having to check out of the hotel at 12:00, but the flight at 20:50. Currently, it seems there is no refreshments provided for that gap between breakfast and our departure, despite it being a requirement for that to be provided. It has left me feeling unsupported and not valued as a customer.

Additionally, I rang the provided number for the compensation to be processed (why the compensation can't be an automatic process is beyond me). This led me to having to try and talk to a customer support agent who did not speak clear English, to try and initiate the compensation process. This agent initially told me he could only give me flight credit, despite us being told we would be paid the compensation and also frankly why would I want to fly Etihad again? I told him I wanted it as cash, to which he took several minutes to then confirm that this was possible. Then, I was informed I would have to email my bank details to an email address, and then call again to initiate the refund process. Which seems like a ridiculous amount of hoops to go through just to get compensation because the airline overbooked. Anyways, I did this and rang back. I then had to talk to ANOTHER agent who couldn't speak clear English, re explain the whole situation, again the agent seemed to imply I could only get flight credit. I had to be firm and re iterate I already had sent requested information to the email address as asked, and I wanted the compensation as a cash to that bank account. After several minutes of waiting, this agent seemed to have done what was needed and gave me a case number, and informed me that a specialist team would be in contact or process the compensation.

If it's not clear, I am writing this the night of in the hotel. I do not have any confidence I will get the compensation I am entitled to in any reasonable time without pain. It's frankly absurd that following the airline ruining my holiday plans because THEY overbooked (which I understand is normal practice, but it's on them to look after me as a customer) I now have to wrestle with their support system to try get them to send me the money and not their worthless flight credit. I will update my review as this continues, but safe to say I would not fly Etihad again considering this is how they treat customers they have wronged.

Etihad didn’t refund my ticket after cancellation- it claims to refund within 7-45 days but I have not received my refund and it’s been 7 months, pls be aware of their Choice Plus ticket scam as it’s a waste of money, I’m calling everyday to customer service centre as you can’t contact payments/refunds department and have to go through the customer service. After calling everyday I’m asked to call back as they have no update- the payment department does not respond to their emails, I’m so frustrated, my money is stuck since last 7 months. I’m not asking for compensation just asking to refund my own money that I lost and yet they don’t care

booked a flight on 12/6 on ethiad site using bank transfer& not notification of my tickets Asked ET cust.svcs and they told me the booking was not confirmed, I had to rebook, they would have refund me. They made some mess and I got tikets after few weeks, but I bought other tikets in the meantime. end of the story, they refund me partially (430 € missed). Worse experience ever with a brand in my life