Etihad refund/ rebook drama

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  • Silversoho

    having huge issues with them right now. Booked for this summer they cancelled my flights.
    they emailed so say cancelled and then i called and got a confusing list of choices that included- fly via China ( i live in HK) , or wait a year?
    Its really unclear what to do and I regret booking with them.
    if anyone can help id really appreciate it.


    Hi there.

    We are sorry to hear that your flights have been affected by the travel restrictions. We are providing more flexibility with changes on bookings due to the Covid-19 travel restrictions. Please feel free to get in touch with us through our Social Media channels, so we can share more details with you. *Mona


    So, you booked for the summer and they cancelled – this would happen with any airline at the moment, are you surprised? At least EY bother to read this forum and reply. I assume the options are the standard; Rebook[they’ve offered you via somewhere else as they don’t do what you want any more], Voucher for future or a Refund?

    1 user thanked author for this post.


    It’s commendable that Etihad look at this forum and reply openly. A pity that more airlines don’t have the same approach.

    I also think it’s poor that they ask you to contact them through their ‘social media channels’. I may be an old fashioned grumpy old Luddite but I refuse to use social media and I try to avoid doing business with entities who don’t accept correspondence from customers by conventional means, i.e. carving on stone slabs, letters written with quill pen on parchment, or even normal mail (envelope, postage stamp), telephone or email.

    4 users thanked author for this post.


    “I may be an old fashioned grumpy old Luddite”

    Don’t sell yourself short:-) 🙂

    VMR Travel UK

    Hi Silversoho,

    Etihad is pretty much in line with all the other airlines out there.
    The options are always the same: rebook now if you know your date, take a voucher valid until 2021 or – if you lucky – apply for a refund and wait.

    Here is the link to Etihad’s guidlines:

    Hope that helps,



    In April EY cancelled my flights booked LHR to BKK via AUH for travel in June. I had booked two business returns in January.

    I called them on the number provided and spoke with an assistant almost immediately without any wait and he went through the options: rebook anytime in the coming year, put into ‘credit’ and earn miles and around $350 per ticket or get a refund. He advised me to wait for a few more weeks as it was unclear when the routing to BKK would recommence back then. After a couple of weeks and given the increasing uncertainty I decided to get a full refund. Phoned and got through to someone as easily as before and explained and they confirmed cancellation and refund being processed. Full amount credited back to my Amex about 10 days later.

    Well done Etihad.

    In truth, BA processed a couple of flight they cancelled as well (one long haul to BKK and one to TXL). Less impressive purely due to the lack of telephone number provided but once a trawl of social media obtained one and managed to speak to a human being the process was identical to EY and refunds back into my Amex took about 10 days. BA tickets to BKK were a mixture of miles and Amex companion voucher. Miles credited back and voucher extended so aside from the paucity of contact details, well done BA too.

    EasyJet and RyanAir….. umm that’s a different matter. Took a bit longer and very frustrating but that’s the price of LCC.


    I was booked on an overseas with Lufthansa. When it became obvious the trip couldn’t happen they were very quick to offer the voucher for the future which I took. Subsequent to that by a month or so, my company has banned all business-related international travel for two years. So, I called LH and they agreed to refund. I then got an email confirming this will take place, eventually, but not as a priority. So, I trust that I will get the money back but right now it has not shown up on my AmEx. Just have to be patient. These airlines are going through a pretty rough time right now and having to change the rules quite a bit.

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