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“A significant drop in service ”
Review of Etihad Airways


Reviewed 16 January 2018 via mobile

In the past couple of years, I have noticed a significant drop in the service provided by Etihad. I have been a loyal customer since January 2007 so I can say I have seen it all. The problem is that service really depends on the crew... as if the Standard Operating Procedures were lacking on this airline. If you have a passionate cabin crew you end up with excellent service and if it’s the other way around you will end up with a lousy service and we’re talking business class which doesn’t come cheap. I flew on January 14 on EY38. Totally disinterested cabin crew. I fly 4 times every month and I have to admit that in the past few months the food significantly deteriorated. I also feel that a loyal customer or not regardless of your tier status you do not get any personalized welcome like other airlines. I wrote several times my feedback but only get generic responses. I hope decision makers can really listen to the feedback of loyal customers since small changes can make a huge difference

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
1  Thank Nermine-ES E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EtihadHelper, Manager at Etihad Airways, responded to this reviewResponded 19 January 2018

Hi there, we are sorry to hear that you feel that our Service level has dropped. Our team is trained to deliver excellent service and we apologize if it was not the case this time. We appreciate that you take the time to write us a feedback about it. You may feel that you get a generic response from our team, however your concerns will be address to our Crews to brief them about the satisfaction of our guests to improve the service if necessary. Thank you for sharing your experience here too and we hope that you will still continuing flying with us. *Marc

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1,749 - 1,753 of 10,038 reviews

Reviewed 16 January 2018

This service is to be highly recommended. All aspects of booking, on line check in and baggage drop ran like clockwork. The service on the 777 for the Manchester/Abu Dhabi sectors was outstanding, although l did find the seating a little cramped. In fairness though, l am 6ft tall and suffer with back pain. Because of those two factors, l was worried about the longer Abu Dhabi/Melbourne sectors (13 hours plus). I needn't have been. The 789 Dreamliner Etihad operate on those longer sectors is (pardon the pun) a dream to be on. All sectors are subject to Etihad's excellent customer care standards. Having friends in Melbourne, we will be going back to see them again next year. I would have no hesitation in booking with Etihad again and further, l would recommend them to anyone else without hesitation.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
1  Thank paultucker3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EtihadHelper, Manager at Etihad Airways, responded to this reviewResponded 19 January 2018

Hi Paul, thank you for sharing your feedback and we are glad to hear that you enjoyed your flight, the service on board and our check in. We are looking forward to seeing you on board again on your way to Melbourne. *Marc

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Reviewed 16 January 2018

I was generally satisfied. However, something rather odd happened at check in. I had availed myself of a free 'Meet and Greet' service for our departure as a credit card 'perk'. This made things very comfortable and fast. However, just as we were boarding (literally after we entered the cabin), we discovered my husband had been upgraded to Business Class and I hadn't (we had different flight ref nos because I had used my airmiles to pay for part of my fare). We had not studied the boarding cards and had not noticed.

We found it very strange that the check in attendant had not mentioned this, as clearly we were an item and we were the only ones being checked in. Also, I think we could then have used the lounge facilities - my husband on Business Class status and myself because of my credit card. We did not bother to try to use the lounge, as I am the sole cardholder and cannot take in another person without paying.

Other than that rather odd situation, the flight was good and on both legs left even slightly early.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
Thank dupeyabu
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EtihadHelper, Manager at Etihad Airways, responded to this reviewResponded 19 January 2018

Hi there, we are happy to hear that you enjoyed your flight with us. We are sorry for the incident with the Business Class upgrade. Thank you for sharing your feedback about your experience with us and we hope to see the two of you on board again soon. *Marc

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Reviewed 15 January 2018

I recently flew Etihad airways from Toronto. I, like many passengers thought that it shared the same reputation as Emirates and Qatar airways for top quality service, and went on to try them out. One hour into the flight and it was a regretful choice. Service throughout the flight was absolutely poor, they even went on to disable the person lighting system and the call attendant buttons. Selection of food and drinks were awful. The crew for the Economy service were understaffed and stressed out. Yes, I know it's economy class, but I'm a regular transatlantic flyer and well versed with the economy standard of offering. This was very poor. For a premium route to their hub, Abu Dhabi, and it also being a north american route, the levels of customer service should have been good. Yes, it's a predominantly asian filled route with most passengers having onward connections to South Asia and the Far east, but, quality should not be compromised based on customer demographics and ethnicity. The fares for the flight are not the most reasonable either but that's fine if there was good customer service, but not to be. The crew were not very responsive to basic needs. To any flyers out there, there's good service to Asia via British Airways, Jet Airways, Lufthansa and AF. I'm a regular flyer and can testify to this. Avoid this airline by all means, as it clearly runs in the shadow of it's closest competitors, Emirates and Qatar airways.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
1  Thank dandsouza
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EtihadHelper, Manager at Etihad Airways, responded to this reviewResponded 19 January 2018

Hi there, thank you for sharing your feedback. Our Crew is trained to deliver excellent service to our guests and we apologize if it was not the case. We appreciate your feedback regarding the same as it will help us to improve our services for our guests. *Marc

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Reviewed 15 January 2018 via mobile

Have flown with Etihad in the past in economy and was never impressed compared to their competition but now needed an urgent trip for family circumstances around new year and only found Etihad still places available. Fly long stretches always business, so can compare. On this trip I had 3 of their planes 787 Dreamliner, A-380 and old 777. The 777 was really old and squeaky and so were the seats that gave me a couple of days low back pain. When sleeping on none of the planes a sheet was provided to lay over the seat and the rough fabric of the seat makes it an uncomfortable flight. This is contrast to Emirates, who provide a white layer over the flat seat and a duvet. Here the simple fabric cover sufficed. It feels dirty to have the pillow slip away and have your face in the seat fabric where zillions had it before. Just a simple thing. No offering of snacks etc, but the food was really excellent, even for me as critical vegetarian.
The Lounge in Abu Dhabi is OK.
All in all disappointing for an expensive ticket. Will use Emirates or my favourite Qatar Airlines next again.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
Thank Kiwi1956
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EtihadHelper, Manager at Etihad Airways, responded to this reviewResponded 19 January 2018

Hi there, we are happy to hear that you liked our food on board. We appreciate your feedback regarding our seats and our aircraft as it will help us to improve the experiences for our guests. Thank you for sharing your feedback with us. *Marc

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC