Etihad Airways Review – Seats, Amenities, Customer Service, Baggage Fees, and More
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Etihad Airways is the second-largest carrier in the United Arab Emirates, operating from its hub at Abu Dhabi International Airport.
Although Etihad has been cutting routes in the last 2 years, it serves many destinations across Africa, the Americas, Asia, Europe, the Middle East, and the Pacific.
Table of contents
Table of Contents
Basic Info
Airline: Etihad Airways
Website: Etihad.com
Category: International airline
Frequent Flyer Program: Etihad Guest
Tagline: “From Abu Dhabi to the World”
Number of Passengers Annually: 18.6 million
Fleet: 110
Main Hub: Abu Dhabi International Airport (AUH)
Destinations: 91 destinations across Africa, the Americas, Asia, Europe, the Middle East, and the Pacific

Frequent Flyer Programs
Etihad Airways’ loyalty program, Etihad Guest, rewards guests with miles every time a passenger flies with Etihad or one of their partner airlines.
Miles can be redeemed against future flights, fare upgrades, holidays, charitable donations, and more.
Once members reach the tier status of Silver, Gold, or Platinum, they receive benefits such as priority check-in, increased baggage allowance, and discounted upgrades.
Hot Tip: Explore the best ways to earn lots of Etihad Airways Guest Miles, and you’ll be booking that reward flight sooner than you think!
Ticketing Options
Etihad has 4 different fare types for economy tickets — 2 for business class, and 1 for first class and The Residence.
These fare types offer different levels of flexibility and benefits, such as eligibility for refund and percentage earnings of Etihad Guest Miles. All fare types include carry-on and checked baggage*. First class and The Residence also come with chauffeur service.
Features/Restrictions | ||||||
Fare Type | Refundable | Eligible for Upgrade | Miles Earned | Priority Check-In | Lounge Access | Date Changes Permitted |
Economy Deal | No | No | 25% | No | Fee | No |
Economy Saver | No | Yes | 50% | No | Fee | No |
Economy Classic | Yes, for a fee | Yes | 75% | No | Fee | No |
Economy Flex | Yes | Yes | 100% | Yes | Fee | No |
Business Saver | No | No | 115% | Yes | Yes | No |
Business Classic | Yes, for a fee | Yes | 130% | Yes | Yes | No |
Business Flex | Yes | Yes | 200% | Yes | Yes | No |
First | Yes | N/A | 250% | Yes | Yes | Yes |
The Residence | Yes | N/A | 400% | Yes | Yes | Yes, for a fee |
*Economy Saver Deal is a “carry-on luggage only” fare for routes between Abu Dhabi, Bahrain, Kuwait, Saudi Arabia, Oman, Azerbaijan, Jordan, Lebanon, and Egypt.
Hot Tip: If you’re traveling light, you have the option of selecting Etihad’s carry-on only deal, available when you book an Economy Saver Deal fare between Abu Dhabi, Bahrain, Kuwait, Saudi Arabia, Oman, Azerbaijan, Jordan, Lebanon, and Egypt.
Etihad Baggage and Other Fees/Add-Ons
Baggage Fees
Etihad uses a weight concept for the majority of its destinations, with an allocated weight allowance applied depending on the fare type.
Flights to/from the U.S. work on a piece concept, where 2 pieces of luggage are permitted, and the weight is dependent on the cabin.
Etihad Carry-on Allowance
All passengers may bring 1 personal item, in addition to:
- Economy passengers may bring 1 piece of carry-on that must not exceed 15 pounds (7 kg)
- Business, First Class, and The Residence passengers may bring 2 pieces of carry-on with a combined weight of 25 pounds (12 kg)
Size Restrictions:
- Personal item: 15.7 x 11.8 x 15.9 inches (40 x 30 x 15 cm)
- Carry-on: 19.7 x 15.7 x 9.8 inches (50 x 40 x 25 cm)
Emirates Checked Luggage Allowance
Flights To/From the Americas (Piece Concept):
- Economy: 2 x 50 pound (23 kg) bags (excluding carry-on luggage only fares)
- Business and First: 2 x 70 pound (32 kg) bags
Size Restriction (Piece Concept):
- Maximum linear dimensions of each piece must not exceed 62 inches (158 cm) — 27.5 x 19.7 x 15 inches (70 x 50 x 38 cm)
Flights To/From Other Destinations Outside of the Americas (Weight Concept):
- Economy: 50 pounds (23 kg)
- Economy Saver and Classic: 66 pounds (30 kg)
- Economy Flex: 77 pounds (35 kg)
- Business Class: 88 pounds (40 kg)
- First Class: 110 pounds (50 kg)
- The Residence: 4 x 70 pound (32 kg) bags
Size Restriction (Weight Concept):
- Maximum linear dimensions of each piece must not exceed 81.5 inches (207 cm) — 35.4 x 28.3 x 17.7 inches (90 x 72 x 45 cm)
Hot Tip: Find out more information about the baggage policy in our Etihad baggage article.
Other Fees and Add-Ons
Change/Cancellation Fees (Cash Tickets)
Unfortunately, Etihad is not transparent about its change and cancellation fees, and these depend on the fare type and journey. Passengers should check the terms and conditions at the time of booking.
In addition to the change or cancellation fee itself, Etihad also charges a service fee if this is done through the contact center or a retail office ($20-$45).
Hot Tip: Learn more about the Etihad’s fees in our award flight changes and cancellations article.
Advance Seat Selection
Seat selection is free from check-in (24 hours before the flight,) but fees will be charged for seat selections made earlier than this.
As with its change and cancellation fees, Etihad does not disclose fees for advanced seat selection, but after running a few searches, we found consistent fees of $30-$180.
Unaccompanied Minor: $100 for direct flights; $150 for connecting flights
Transporting a Pet: Passengers are permitted to transport a falcon in the cabin or as checked luggage. Business and first class passengers can transport up to 2 falcons and an economy passenger, 1.
The fees to transport a falcon are:
- To/from the U.S and Canada: $360
- Short-haul: $180
- Medium haul: $250
- Long haul: $320
- Ultra-long haul: $390
Onboard Wi-Fi: All passengers can enjoy 90 MB of free Wi-Fi and can purchase additional packages:
- Lite (50 MB): $5.95
- Flex (140 MB): $15.95
- Premium (300 MB): $29.95
Meals and Refreshments: Although meals are included, passengers have the option of purchasing alternative meals, snacks, and drinks.
- Hot meals: $5-$7
- Snacks: $3-$7
- Drinks: $3-$5
How to Avoid Paying Excess Fees and Travel Expenses
There are several rewards cards where charges on your statement can be paid for by using your points/miles balance. We like Capital One cards for this strategy and here are the cards we recommend:
Capital One® VentureOne® Rewards Credit Card - This no annual fee card comes with a 20,000 bonus mile offer after spending $1,000 in the first 3 months. When you use your card for travel purchases (e.g. baggage fees), use your miles to pay off all, or part of, your statement balance! We've highlighted 30+ benefits of the card. |
Capital One® Venture® Rewards Credit Card - The "big brother" card to the VentureOne with a 60,000 bonus miles offer when you spend $3,000 on purchases in the first 3 months from account opening. This card is full of benefits and perks and you can redeem your miles on travel (flights, hotels, even paying for baggage fees etc) or transfer your miles to over 10+ travel loyalty programs. |
Etihad Lounges
Abu Dhabi International Airport (AUH):
- John F. Kennedy International Airport (JFK)
- Los Angeles International Airport (LAX)
- Paris Charles de Gaulle Airport (CDG)
- Washington Dulles International Airport (IAD)
Inflight Inclusions, Amenities, and Seat Specs
Economy Class

Amenities Include:
- Complimentary meals and beverages, including alcohol; the number of meals received depends on the flight duration
- In-seat screen with entertainment on wide-bodied aircraft; E-BOX Stream available to stream entertainment to your personal device on narrow-bodied aircraft
- Full-size blankets and fluffy pillows
- Power charging points
- Over 30 magazines in the e-library
- 90 MB of free Wi-Fi; additional data available for a fee
Hot Tip: Fancy a bit more space without upgrading to business? With Etihad’s Economy Neighbour-Free, you can bid for the surrounding seats to remain passenger-free throughout your journey.
Business Class

Amenities Include:
- Chauffeur-driven Mercedes-Benz
- Priority check-in and boarding
- Access to the Etihad airport lounge (where available)
- Adjustable headrest, back support, and cushion firmness. Lie-flat beds on wide-bodied aircraft. Seat with generous recline and legroom on narrow-bodied aircraft.
- In-seat screen and entertainment system with over 180 movies, 350 TV shows, and live sports
- Dine anytime from an à la carte menu
- A unique socializing area called “The Lobby” is available on the upper deck of the A380
- ACQUA DI PARMA amenity kit with an eye mask, socks, earplugs, and signature fragrance
- Access to the arrivals lounge at Abu Dhabi International Airport
- 90 MB of free Wi-Fi; additional data available for a fee
Hot Tip: Want to find out what it’s like flying Etihad business? Read all about Greg’s experiences flying Etihad business class on the A380 and on the Boeing 787-9.
First Class

Etihad has 2 fits for First Class. Both offer a private suite, but the airline’s new First Class Apartments (found on the A380) include a separate armchair and bed. Adjoining apartments can also be opened to share the experience with a travel companion. The standard first class suites have a chair that converts into a lie-flat bed.
Amenities Include:
- Chauffeur-driven Mercedes-Benz
- Priority check-in and boarding
- Access to the Etihad airport lounge (where available), including Abu Dhabi International Airport’s First Class Lounge and Spa
- Noise-canceling headphones
- In-seat screen and entertainment system with over 180 movies, 350 TV shows, and live sports
- Access to Apple Music
- Boutique wine list and pairing option with meals
- ACQUA DI PARMA amenity kit with lip balm, body lotion, and cologne, in addition to the usual toothbrush, socks, and eye mask
- Access to the arrivals lounge at Abu Dhabi International Airport
- 90 MB of free Wi-Fi; additional data available for a fee

Additional Amenities Unique to the A380 Include:
- Onboard shower
- A unique socializing area called “The Lobby”
Hot Tip: Did you know you can book one of these First Class Apartments on points? Here’s a step-by-step guide on the best ways to book Etihad First Class using points.
The Residence

Amenities Include:
- Chauffeur-driven limousine
- Priority check-in and boarding
- Private airport lounge in Abu Dhabi International Airport
- Private 3 room apartment with separate double bed, ensuite shower room, and living area
- Luxury sleepwear
- ACQUA DI PARMA amenity kit with lip balm, body lotion, and cologne, in addition to the usual toothbrush, socks, and eye mask
- Dedicated VIP travel concierge
- Chilled refreshments cabinet
- On-demand dining and wine pairing
- Large screen and entertainment system with over 180 movies, 350 TV shows, and live sports
- Complimentary Wi-Fi
- Access to the arrivals lounge at Abu Dhabi International Airport
Seat Specs
Etihad has a fairly young fleet of aircraft with just under 40 787 aircraft that are just a few years old.
In 2019, Etihad controversially removed in-seat TV screens from its fleet of Airbus A320s that operate short-haul flights, replacing them with a personal device holder.
Airbus A320 | |||
Cabin | Seat Count | Seat Pitch | Seat Width |
Business | 16 reclining seats | 49″ | 21″ |
Economy | 120 | 32″ | 18.1″ |
Airbus A321 | |||
Business | 16 reclining seats | 49″ | 21″ |
Economy | 158 | 32″ | 18.1″ |
Airbus A330-200 | |||
Business | 22 flatbed seats | 73″ | 20″ |
Economy | 240 | 31.5-33″ | 17.5″ |
Airbus A330-300 | |||
First | 8 closed suites | 80″ | 30″ |
Business | 32 flatbed seats | 73″ | 20″ |
Economy | 191 | 31.5-33″ | 17.5″ |
Airbus A380-800 | |||
First | 9 closed suites | 80″ | 29.5″ |
Business | 70 flatbed seats | 73″ | 20″ |
Economy | 415 | 31″ | 17.5″ |
Boeing 777-300ER 3 Class | |||
Cabin | Seat Count | Seat Pitch | Seat Width |
First | 8 closed suites | 80″ | 29.5″ |
Business | 40 flatbed seats | 73″ | 20″ |
Economy | 282 | 31″ | 17.5″ |
Boeing 777-300ER 2 Class (Layout 1) | |||
Business | 28 flatbed seats | 73″ | 20″ |
Economy | 374 | 31.5-33″ | 17.5″ |
Boeing 777-300ER 2 Class (Layout 2) | |||
First | 8 suites | 69″ | 20.5″ |
Business | 42 angle flatbed seats | 60″ | 20.5″ |
Economy | 310 | 32″ | 17″ |
Boeing 787-10 | |||
Business | 32 angle flatbed seats | 73″ | 22″ |
Economy | 267 | 31-32″ | 17.1″ |
Boeing 787-9 (Layout 1 and Layout 2) | |||
First | 8 closed suites | 80″ | 26″ |
Business | 28 flatbed seats | 73″ | 22″ |
Economy | 195 | 31-32″ | 17.2″ |
Hot Tip: Find out which aircraft and seat types operate to and from the U.S. with our definitive guide to Etihad’s direct routes from the U.S.
Etihad Customer Satisfaction
Etihad was awarded 5-star airline status (Skytrax) in 2016 but was downgraded to 4 stars in 2019.
Etihad has made some drastic cuts to its economy offering, like stripping short-haul aircraft of in-seat screens to save on fuel costs. The airline also started charging for premium drinks, tea, coffee, and snacks, which doesn’t exactly scream premium airline.
Customer loyalty to Etihad is divided. The once widely-admired airline still has its long-term advocates; however, many repeat passengers are reporting a decline in service on social media. This is in line with customer reviews on airlinequality.com, where Etihad scores a mere 3/10.
Most Common Complaints
No official statistics can be found on United Arab Emirates’ Aviation Authority website gcaa.gov.ae.
Consumer Rankings, Ratings, Etc
Skytrax Ranking: 4 Star Airline (out of 5)
Skytrax Customer Rating: 3/10
Tripadvisor Airline Review Rating: 3.5/5 (average from 15,620 reviews)
Kayak Customer Rating: 7.3/10 (average from 6,556 reviews)
AirHelp.com Overall Rating: 7.35/10 (quality of amenities, on-time arrivals, and how well an airline resolves flight delay compensation claims)
Safety and Performance
Etihad has a 7/7 safety record as awarded by AirlineRatings.com. This takes into account whether an airline has an IATA Operational Safety Audit Certification, combined with information from the World’s Aviation Governing Body, plus government and crash records.
Recent Awards
World Travel Awards: World’s Leading Airline — Customer Experience 2019
Condé Nast Traveller China 2019: Best First Class
Final Thoughts
Etihad has canceled a large order of aircraft from both Boeing and Airbus and has seen some hefty redundancies — a sure response to its dwindling profits of recent years. The airline’s struggles certainly weren’t helped by its investments in failing airlines, such as Air Berlin and Jet Airways, in an attempt to create feeder markets into its Abu Dhabi hub.
Despite turbulent times for the airline, there is no doubt that its premium cabins are among the best in the industry. The elegant and spacious First Class Apartment has a retractable wall perfect for sharing the experience with a travel companion, and The Residence is a unique class of travel not obtainable with any other commercial airline.