I have heard good things about Etihad Airways; and this is the first time I fly on an airplane operated by that airline as a passenger. I walked up to the counter at the gate in Terminal 4 of John F. Kennedy International Airport in New York when it opened and had absolutely no problems checking in for my flights to Johannesburg via Abu Dhabi. I received my boarding passes within minutes. I then went to sit down in a chair at a gate opposite the one being used by Etihad Airways.
Although passengers were being boarded by zones aboard what became a full economy class cabin inside of the Boeing 777-300 aircraft operated by Etihad Airways, there was a long line to board anyway; but it moved fairly quickly.
Seat and Amenities
I then approach my seat; and some goodies were awaiting me.
The seat was reasonably comfortable; although the flat cushion of the seat could use a little more padding. I was not exactly thrilled about the angle of the lower half of the seat. It reminded me somewhat of the seat I experienced on an airplane operated by Alitalia several months ago during my unintentional trip around the world — yes, I still have more trip reports from that trip to post — but it was not nearly as uncomfortable.
I then noticed the back of the seat in front of me. I was pleased that it was equipped with many features, as explained in the captions of the photographs below.
I did not like the tray table because items kept sliding off of it for some reason. I was unsure why. Could it have been the angle when it is completely opened flat? Was the surface too smooth? Whatever was the reason, the tray table was not convenient to use.
First Meal Service
The first meal then arrived. Before I began this trip, I looked at the special meal options offered by Etihad Airways; and among the choices was seafood. Yes! It has been a long time since I had last seen that meal option; and I had the forethought to order it before my trip.
Here is the printed menu with a choice of three meals for passengers seated in the economy class cabin; and all meals are prepared to conform with Halal dietary laws:
The special meals are served well in advance of the regular meals, so I was amongst the first to receive a meal. The problem is that because the drinks are served with the regular meals, I finished my meal long before I had the option to order a drink.
This is how my meal was presented to me — and I apologize in advance for the poor lighting conditions:
I then unwrapped everything…
The salmon was moist yet flaked nicely. I would have liked to have a crusty roll with the smoked salmon, which was slightly tough but good. A few sprigs of the bed of greens on which the smoked salmon rested were turning brown; but that would be my most significant criticism of this meal.
Mid-Flight Snack
Somewhere over the United Kingdom halfway during the flight, we received a paper bag which contained this:
It was purportedly a turkey sandwich.
The roll was far more appealing to me; so I scraped out whatever was inside of the sandwich and ate the roll.
In-Flight Entertainment Options
There are many options with the in-flight entertainment system — so many that because I fell asleep during much of the flight, I was not able to try them all. One thing I did like was that there were two cameras with live feeds of the outside during the flight which you can watch.
Here is a view of mountains covered with snow somewhere between Yerevan and Baghdad from the Landscape Camera:
Being assigned to an aisle seat, I thought this was pretty darn cool. This does not, however, replace the actual view from a window seat, as I have expressed my thoughts far more clearly here pertaining to windowless aircraft.
Final Meal Service
The final meal came 90 minutes before the conclusion of the flight. Again, it was a special seafood meal. This is how my meal was presented to me:
I then unwrapped everything…
The meal did not look very appetizing at all; but do not let the appearance fool you — the meal was far more delicious than it looked. There was a moderate heat in the spice of the meal; and the tomato and other flavors were quite full and rich. The fish was in large, moist chunks; and the bland rice complemented the flavorful stewed vegetables well.
I wrote in the caption to the above photograph that the meal came with an American KitKat chocolate bar because everywhere else in the world, KitKat is by Nestlé; but for some reason, KitKat is by Hershey’s in the United States. I have heard people prefer the Nestlé version over the Hershey’s version.
Other Notes
It was nice to see the connecting gate information.
When the lights were dimmed aboard the airplane, mood lighting bathed the interior of the aircraft with a glow of color.
The mood lighting was at the windows in addition to the ceiling.
The lavatories located in the center of the economy class cabin were significantly more spacious than those typically found in the economy class cabins of airplanes operated by other airlines. Moreover, they contain hand sanitizer for those who are inclined to use it.
Summary
If you plan on being a passenger in the economy class cabin of an airplane, my first experience suggests that Etihad Airways is a top choice. One other tip: although the other meals appeared to be all right, choose the seafood meals in advance. I was glad I did; and I highly recommend you do the same.
I am flying to Johannesburg but chose South African from New York for 2 reasons:
1. Nonstop saving about 5 hours +.
2. 33.5″ legroom over Ethihad’s 32.”
Would have only saved about $100 and I don’t feel it’s worth it.
Spend $100.00 to save greater than five hours and have slightly more legroom?
At less than $20.00 per hour, that rate would certainly be worth the South African flight for most people, semsem.
DEAR BRIAN,
GREAT!
I HAVE MY QUESTIONS. IN A LONG FLIGHT BY ETIHAD, AUH TO ORD AS AN EXAMPLE, DO PASSENGER HAVE FREE DRINKS AS MUCH AS THEY WANT? IT IS BETTER TO SAY WHAT A PASSENGER COULD EAT FREELY AS MUCH AS THEY WANT? DO PASSENGERS HAVE FREE INTERNET? THESE ARE MY FRIENDS QUESTION.
SINCERELY,
MEDIO
Greetings, MEDIO —
Assuming you are referring to passengers seated in the economy class cabin, they can drink as much water, juice and soft drinks such as soda as they want — but I do not know about whether or not alcoholic beverages were free of charge, as I do not drink them.
Internet was available if I paid extra for it, as it was not available free of charge.
Food is limited to two meals and a sandwich, with a snack or two — such as popcorn coated in caramel or cold fresh sliced apples in a sealed bag — served by the flight attendants. The surplus of those snacks — as well as water and two kinds of soda — were kept in the rear galley of the aircraft where passengers can serve themselves and graze as long as supplies were available.
I hope that answers your questions, MEDIO. Please let me know if you have any additional questions.
It was great. Thank you so much.
I have questions. A friend of mine told me that I can have my suits (with cover) besides a carrier and personal item (like my camera case). He meant I can bring more than 7 kg in cabin. And this 7 kg is just for a carrier
What items I can have with me? and Is it possible I bring things more than 7 kg?
This is first and last time traveling Etihad airlines. Flight delay was not informed till I came to the airport. Staff highly irresponsible and take things very lightly. I am on a short trip to India with family and none out of my 6 bags I received. Nobody answers the customer service calls. Will not fly even if m offered a free ticket..
With that kind of experience, I cannot say that I blame you, Yasmin.
Have you tried communicating with their customer service department via e-mail message to express your displeasure with your experience?
I had very bad experience for my travel MCI – ORD – AUH – TVM on May 25 th 2016. (E-ticket number – 6077753501319/20) at Chicago.
I had a hand luggage which has linear size is less than 115 cm (53 * 35 * 25 including Hand and wheel). I have checked the size at MCI (Kansas) airport with American
Airlines officials and made sure that it is the correct size. Also I got full boarding pass for entire ternary. Apart from I got email and verbal confirmation from Etihad customer
service that, if luggage size is less than 115 cm (not any fixed dimension for L * B * H),there won’t be problem.
But at Chicago before boarding, an ARROGANT guy came with a measurement box and asked me to put the luggage in the box. Unfortunately the luggage was not fit in the box
even though my luggage is less than 115 cm. The guy asked 300 $ for check-in or buy new bag from airport and threatened me that will not allow to board the flight if I am
not obeying this even though I have boarding pass after my luggage verification from MCI. I showed all email proof and measured the bag with a scale which I carried. I was
really disappointed also my hand bag contains important Visa documents. Finally I forced to bought a new bag from airport for 125 $ to fit in that box and throw my old
luggage. I never experienced like this situation from my past Etihad travels and other airlines and made unnecessary hassles at boarding point.
I am pretty much sure that the complaint is not only for me, I saw a lot of cruel and pathetic scenes in the flight boarding point including for aged persons, ladies with Kids.
Some of peoples were begging, some people are shouting etc… For more details, please inquire to the passengers who travelled in the flight.
So I would like to get following actions from Airline.
1. I need to get compensation for my hectic experience and cost of the luggage which I lost , cost of the luggage which I bought.
Reasons
a. In Etihad baggage site, it was saying only about linear size.115cm.(My luggage was 113 cm including wheels and handle). Also I have checked the cabin luggage size from Kansas airport with American Airlines officials
with their cabin measurement box. I got entire boarding pass from MCI airport itself and got clearance for all luggage from there.
2. Need to take action against the guy who threatened me to deny boarding even though I have valid boarding pass. I asked him for getting Manager to solve
issue. He showed a Lady (I am not sure whether she is manager or not). I tried to talk with her, but she was not ready to discuss the issue.
Escalation on top of their explanation
————————————–
I got feedback from Etihad regarding my complaints. But their explanation is not satisfactory due to following reasons.
1. My hand luggage size was verified from MCI airport by American airline which is Etihad’s code sharing flight with their standard measurement and I got full
boarding pass from MCI – AUH – TVM . If any problem for the luggage, it has to be mentioned at MCI so that we had an option to change luggage.
2. Etihad was saying that the maximum size of the luggage is 40x50x21. But American Air line standard is 14 * 22 * 9 inches. Even though it is code
sharing flights, the dimensions are different. My hand luggage was as per US travel policy and used many airline travels including Qatar, United, American airline
without any issues. Also it was under 14 * 22 * 9 standard US dimension and less than 15 pounds as weight.
3. I already talked with Etihad Customer care and got both verbal and written document about the luggage size and they had explained me that we need to follow
115 (cm) linear size including handle and wheel and they confirmed that the size 40x50x21 in the web site is for an example or informative sample to customer.
Unfortunately, I did not record the customer service call.
4. Just before 30 -45 minutes before boarding one guy came suddenly with a closed measurement box, and put the hand luggage in the box and tried to deny my boarding even though I have valid
boarding pass without due to any issue from my side.
I am pretty much sure that this is not only one case, a lot of people were suffered this at time of the boarding. I saw old peoples, mother with kids were begging. One woman was crying and throw their luggage and kept everything in one plastic bag. One lady was given 300$ for checking the bag and were saying that “I will not travel again in Etihad, I hate Etihad”
I am believing that my case is reasonable. If need more clarification and proofs, I would suggest to conduct right investigation by DOT by looking at
1. CC TV capture (if available) at the gate.
2. Check with other Airlines.
3. Check with my customer service call with Etihad on 23rd May around 10 am (Kansas time )
4. Inquire to other passengers in that flight during the boarding.
5. Check with Brook Store who was selling luggage. I have paid 115 dollar to buy new luggage by throwing old one,
6. I can give detail of other Victim, who traveled the flight from Chicago in another day who faced the same issue.
In short the Etihad made me the travel as horrible one and I would like to get compensation for my lost luggage, cost for new luggage and apart from that I am requesting to DOT that it is not only my issue, Could you please review or conduct investigation and make sure that whether it is valid case.
Also I would like to talk with some responsible persons from Etihad (especially senior manager level, if frankly speaking I would like to talk with CEO of Etihad about this and behavior of a guy at boarding point, I forgot to notice the name of that employee)
I am really sorry to give complaint like this, but I was really frustrated with that international travel.
Nov-Dec 2017 I got flight from LHE-AUH-DFW on and return from JFK-AUH-LHE. I have always preferred etihad for so many reasons however by next time I will use some other ME3 carrier than etihad.
This time my experience was worst than ever on Etihad. Here are few highlights:
1. Amenities kit has been discontinued since a few months on long haul flights. They give you NOTHING now. If you demand they just give you an eye-mask.
2. They cut-down meal serving on AUH to DFW from 4 to 3.
3. Plane was so pathetic, congested and uncomfortable on outbound (77L)
4. IFE wasn’t working on even A380 on my inbound flight. Though they compensated 5k miles to etihad guest account to each passenger but still 13hours flight was dull.
5. This time I found that staff wasn’t even cooperative
6. MOST IMPORTANTLY, Another biggest reason to fly with Etihad was it’s boarding music, it was so soothing but during this visit in 3 of my flights from LHE-AUH-DFW and then JFK-AUH I couldn’t hear that music at all.
7. I had to push my schedule for about 4 days and had to pay more than $600 to airline for that change and even then the option was to another city of Pakistan instead Lahore and that was also on code-share flight of PIA to Islamabad not Etihad.
So finally I have decided not to use Etihad anymore for my US travels. Probably Turkish or Qatar.
I had my first trip with Etihad in January 2018 from Sydney to Rome via Abu Dhabi and return and I was so excited. I booked my tickets over the phone with a call centre and the experience was excellent. I was assured as a Velocity Gold Member I would have lounge access in Abu Dhabi both ways, in Sydney and in Rome. I was told only that my changed booking from Bangkok to Danang would not be with Etihad but with Bangkok Airways. I gave the call centre staff member all 3 Velocity membership numbers as we are a family pooler. They were recorded duly. So, all good.
I then also, as a precaution, emailed Velocity and Etihad again to confirm lounge access and received a response from both airways advising of lounge access details.
Everything was great at Sydney except I was told they could not print off my boarding pass for Abu Dhabi to Rome as there was a problem with their software. Never mind, these things happen. We experienced the lounge in Sydney and it was, it has to be said, pretty solid. Food and drink were on the mark, and service was very good. Boarding was well handled and with nice polite staff. On arrival in Abu Dhabi, however, things started to unravel. We were shuffled to 3 different places before I was able to be issued my boarding pass. Then off we went to the lounge. On arrival at Al Rheim lounge we were advised we could not access as our forward journey to Rome was operated by Alitalia. Despite the emails I had from both airlines, no go, as it was a codeshare flight. I was advised to write a complaint to Etihad once we were back. So, we wiped our losses and paid for another lounge. On the way back, no lounge in Rome, but we were allowed access to the Al Rheim lounge in Abu Dhabi.
However, when we arrived back, things grew worse. I duly lodged a complaint with the details and evidence. Then we waited for our points and waited. And waited some more. Finally we lodged a request with Velocity and waited the 2 months. We then contacted Velocity again and they said they would need to escalate the issue with Etihad. Fantastic help. We were also told by the attendant at Velocity Gold member inquiries that Etihad were “known” for this type of behaviour and often allocated points and status credits incorrectly. It has been a lot of work to try and get this mess sorted out. Since January when we wrote a complaint to Etihad we haven’t even had a response. It has to be said that for the 3 of us, it was our first and last experience with Etihad. What a disappointment.
Update: I received a response from Etihad 8/5/18 and below is the email I received:
“Thank you for writing to us about your recent flight with us.
I am sorry to learn that you were provided with incorrect information about lounge access. I will share your feedback with our team to ensure that our staff provide our guests with accurate and correct information.
I am also concerned to hear about the missing miles concern. May I suggest Velocity team to coordinate with our Etihad Guest team and provide you with their feedback.
We hope that we will have the pleasure of serving you again and that your next experience with us will be a more enjoyable one”.
They haven’t even had the courtesy to address my complaint.
As good as their service may be when operations are normal, that is apparently how bad the service provided to customers by Etihad Airways seems to be when things go wrong, Gavin Williams — and I have heard and read many accounts to that effect.
I am sorry to read about what happened to you; and thank you for sharing your experience. Service recovery for customer satisfaction is really not all that difficult; and that Etihad Airways is not better at it can be a shame…
On aug 2019 , I had the worst nightmare with Etihad airways . I wil never recommend to fly on this airline ever .The Etihad Passenger Service Agent separated 15 year old Minor kid separation from her mother ( Family separation )
The Etihad Passenger Service Agent is responsible for child negligence They have stranded my Minor kid at Toronto International airport at midnight on Aug 17th 2019 by Etihad airways check in agents. The Etihad Passenger Service Agent lack of assistance ,no support was provided to me while I have to hold my 2 little kids , 2 hand luggage & had to walk miles towards security check in with disappointment, embarrassment, insecurity feelings, dejection , anxiety , heartbreak & headache. They put us in a mental turmoil .They have caused me and my family mental trauma & a total unpleasant experience with the airlines. No Vehicle or transport assistance provided for women traveling with small kids during transit by Etihad airways The Etihad Passenger Service Agent has showed us Gender discrimination and racial discrimation by denying all women & kids & was not provided any preference or prioirty. They have disrespected Indian government’s e-visa provided by insulting it as a wrong document. They have disrespected foreign Passport holders.The Etihad Passenger Service Agents have disrespected senior canadian citizen mother and denied her humble request to help her granddaughter with the situation . she literally begged the agents to be kind and provide a solution at that time but the agents were very rude , uncompassionate , unapologetic towards her too. As a customer , my expectations with Etihad Airways was not met . The airways did not provide alternate solutions like suggestions of another flight, alternate travel arrangements , Car & accommodation etc in case of denial for my kids flight . Etihad Passenger Service Agents did not provide a valid denial reasons and also have stated false statement as “ no show “ for denial while we have showed up for boarding the flight on Aug 17, 2019 . This proves that customers are not valued or appreciated Due to the irresponsible unethical behaviours of Etihad Passenger Service Agents who failed to do their duties and represent the airline in a better manner shouldn’t be allowed to deal with public at all. The Etihad Passenger Service Agents was ignorant about their customers needs and expectations. They looted my money & didnt want to refund the money nor assisted with alternate flights.Very bitter travel experience &money waste
nice work, i appreciate your work.
excellent (y)