How long does Etihad Airways have to respond to complaints?

Officially, if you escalate to the U.S. Department of Transportation, they have 60 days to give a real response. If you just complain to Etihad directly? It could be days, weeks, or, let's be honest, never. You'll get that automated 'we've received your query' email in minutes, which feels like a special kind of insult after a week of silence.

Can I file a complaint against Etihad Airways online?

Yes, their feedback form is the main way. Just be sure to screenshot the confirmation page after you submit, because I've seen people on forums say the page timed out and they lost everything they wrote. It's their preferred method because it's easier for them to manage (and ignore).

What documents do I need for a Etihad Airways complaint?

Get everything. Seriously, you need your booking confirmation, e-ticket numbers, baggage claim receipts, photos of damaged luggage, and any receipts for expenses you had to cover yourself. I once had to dig up a PDF of the original ticket confirmation from six months prior because the agent insisted they couldn't find my booking, even with the reference number right in front of them.

Is there a fee to file a complaint against Etihad Airways?

No, there's no fee to complain to them or to a regulator like the DOT. The only cost is your time and possibly your sanity.

Can complaints affect my Etihad Airways service?

It shouldn't, and it's illegal for them to retaliate against you for filing a complaint. That said, don't expect any special favors on your next flight. You'll just be another passenger in their system, complaint or not.

What happens after I file a complaint with Etihad Airways?

You wait. After you submit your complaint, you'll likely get an automated email with a case number, which is your one piece of evidence that you actually sent something. Then, you might get a generic response a few weeks later that doesn't actually address your specific problem, forcing you to reply and start the waiting game all over again.

Can I escalate my Etihad Airways complaint to a regulator?

Absolutely. This is your best move. In the US, file with the Department of Transportation (DOT) online. It's a formal process, so be prepared with all your documentation, including the exact flight number and dates, because their form is very specific and won't let you proceed without it. The airline is legally required to respond to the DOT, which gives you way more leverage than just sending another email.

What kind of compensation can I get from Etihad?

It really depends on the issue. For lost luggage or major delays, you might get reimbursed for expenses or offered flight vouchers. But be prepared for them to offer vouchers when you are entitled to cash. You have to be firm and state exactly what you want, because their first offer is almost always a lowball credit to get you to fly with them again.

Complain About Etihad Airways - File a Complaint Today

It's not just you. Etihad Airways has a shocking 1.4-star rating on Trustpilot from over 5,000 reviews, with a staggering 88% of them being 1-star. Seriously, their customer service is a mess. Common complaints constantly flag unresolved refund issues and lost baggage, with many customers feeling completely ignored after filing a claim. It feels like once they have your money, you're on your own. If you're tired of automated replies and getting nowhere, you're in the right place. This guide will walk you through how to actually get their attention. For official policies, you can visit the Etihad Airways site, but for getting results, keep reading.

Last Edited on 13 Dec, 2025

Olivia Harper, Senior Content Manager

10 min read

Best ways to complain to Etihad Airways

Navigating their customer service can feel like a maze. Here are the most direct routes to get your complaint heard, though your mileage may vary.

Contact Method	Details & Availability	Why use this instead...
Phone	US Number: +1 877 690 0767 (24/7)	Best for urgent issues like a last-minute flight change or lost baggage at the airport. Prepare for a long wait.
Online Form	Etihad Feedback Form	Use this to create a paper trail. It's good for non-urgent refund requests or post-flight complaints.
Live Chat	Available on their website (Hours vary)	Decent for simple questions, but they often redirect you to the feedback form for complex complaints.
Social Media	Twitter (X): @EtihadHelp	A public complaint can sometimes get a faster, more serious response. Use this when other channels have failed.

Estimated Response Times from Etihad Airways After Complaining

Honestly, 'immediate' can feel like an eternity when you're on hold. Here’s a more realistic breakdown.

Method	Expected Wait Time
Phone	Immediate to 1 hour (including hold time)
Email / Online Form	24 hours to 4 weeks (or never)
Live Chat	5 minutes to 45 minutes
Social Media	1 hour to 24 hours

Tips to Get a Quicker Response from a Complaint

Have everything ready: Keep your booking reference (PNR), ticket number, and flight dates on hand before you call or type.
Be specific: Instead of saying 'my flight was bad,' say 'my flight EY101 on May 15 was delayed by 4 hours, causing me to miss my connection.'
State your goal: Clearly say what you want. A full refund, compensation for expenses, or a flight credit.

How to Escalate Your Complaint

If Etihad is ignoring you or has given you a final 'no,' it's time to go over their heads. Don't give up.

Your primary option in the United States is the U.S. Department of Transportation (DOT). All airlines flying to or from the U.S. are subject to their regulations.

How it works: You can file a complaint online directly with the DOT. They will forward your complaint to the airline, and the airline is required to acknowledge your complaint within 30 days and provide a substantive response within 60 days. The DOT works, but prepare to wait. Etihad has to respond, which is more than you might get directly.

Another option is filing a complaint with the Better Business Bureau (BBB). While they don't have regulatory power, many companies respond to BBB complaints to protect their rating. It's another way to apply public pressure.

Email Template to Complain to Etihad Airways

Subject: Formal Complaint & Final Request for Resolution: Booking Ref [[Your Booking Reference]]

To Whom It May Concern,

I am writing to you again regarding an unresolved issue with my booking, reference number [[Your Booking Reference]]. This is my third attempt to get this sorted out, following a phone call on [[Date]] and an online form submission that has received no substantive reply.

On [[Date of Incident]], my baggage was lost during my flight from [[Origin]] to [[Destination]], and despite being given a file reference number, I have received no updates or compensation. The inconvenience and cost of replacing essential items has been significant, and frankly, the lack of communication from your team has been incredibly frustrating.

To resolve this, I require immediate processing of my claim for compensation totaling [[$ Amount]] for the lost items and associated expenses. I have attached copies of all relevant receipts and my baggage claim tag.

Please be aware that if I do not receive a satisfactory response and confirmation of payment processing within seven business days, my next step will be to file a formal complaint with the U.S. Department of Transportation.

Thank you for your prompt attention to this matter.

[[Your Name]] [[Your Frequent Flyer Number, if applicable]]

Additional Helpful Tips to get Your Complaint Resolved

Always get a reference number. Whether it's a phone call or an online form, ask for a case or reference number. It's your proof.
Use social media strategically. Don't just rant. Post a clear, concise summary of your issue and tag @EtihadHelp. Include your case number if you have one. They hate public callouts.
Keep a log. Write down the date, time, and name of every person you speak to, along with a summary of the conversation. This is invaluable if you need to escalate.
Mention the DOT. Casually dropping that you're aware of your right to file a DOT complaint can sometimes make customer service agents take you more seriously.

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