Complaints

This profile includes complaints for Ethiopian Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ethiopian Airlines

  3133 Mount Vernon Ave Alexandria, VA 22305-2640

• 

  Ethiopian Airlines

  277 S Washington St Alexandria, VA 22314-3646

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/07/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ticket (*******) to travel to Africa with Ethiopian Airlines and ****** Airlines on March 27, 2020. This flight did not take place because of the Covid-19 pandemic. I called them within the year and was reassured that I could reschedule or get price adjustment whenever I wanted to travel.I called yesterday and they told me my ticket was forfeited. They never got back to me otherwise I would have planned my trip to Afica differently.******* Booking #*** *** ***; ****** Airlines Confirmation #******; Ethiopian Airlines # ******; Ticket value $892.74

• Initial Complaint

  Date:02/26/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NIGHTMARE WITH THE AIRLINES VOTED THE BEST IN AFRICA- ETHIOPIAN AIRLINES: On Feb 3rd 2023 I was routed by ******* airlines to Ethiopian Airlines from Istanbul to Kigali -Rwanda via Addis Ababa , flight number ET ***, seat ** from Istanbul of the midnight flight. Then Addis Ababa to Kigali, seat **, flight number ET ***. My destination was Uganda, so I traveled by road through Katuna border to Uganda. My 2 suitcases were missing at arrival, I filed for lost baggage, claim number **********. I feel that as a business class passenger, I was treated with disregard/disrespect because of the following: -I kept calling Kigali airport multiple times at my expense, all I would be told was that there were "no updates in the computer system". They declined to give me Ethiopian tel number to talk to. I ended up calling the *********** and talked to Absha on 2/4/23 who told me pretty much the same unhelpful message. -this caused me psychological stress, inconvenience, I had no clothes, lost of my vacation time, as I waited for the bags, phone expenses calling the airport. Finally the luggage arrived on Feb 5th 2023 afternoon, to my disbelief, I was told by the airport staff that per Ethiopian airlines procedures and protocols they could not deliver my luggage to me at the Uganda-Rwanda Katuna border, that I needed to embark on a 3 hour journey to pick my luggage from the airport. I ended up hiring someone to transport my bags at a cost of 525000 Ugandan shillings = 141.23 USD for the transport. To make my matters worse, one of my suitcases was completely destroyed, no longer utilizable ( I can provide pictures if needed). I need compensation for the above expenses. I know ***, *** ******** delivers the luggage if they are delayed by the airlines. I have had that happen before. Why is it different with Ethiopian airlines??

• Initial Complaint

  Date:02/17/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Am missing a package from my trip on October 14/2022. I reported & file a claim that same day. I also went to the airport (Newark airport) twice already to file again. I made a lot of phone calls, emails, texts messages but to no avail. Not even a single reply but still miss my package. Please help me to fine my package as I have other people items in the box from their families.

• Initial Complaint

  Date:02/09/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  MY Name is ********************************* and my flight conf # ****** As usual I purchase My Ticket from Ethiopian air lines website and when I arrived to Airport I was told that I'm allowed to have one check in baggage only and I'm required pay for the second baggage, I try to talk to Ethiopian Airlines Officials but there is no one from Ethiopian airlines to talk to me in DFW airport and they charged me a $100.00 for the second checked in baggage and I was told to talk to Ethiopian airlines representative in N.Y. when I arrive and talk to the front desk lady In N.Y. she said talk to them in Ethiopia, When I talk to them in Ethiopia they said I don't even have 2nd check in baggage in a record, I was very upset asked them to see my baggage clam receipt but that didn't change anything, and again they charge me another $225.00 on my return fight back to USA. I'm A contestant customer of Ethiopian Air lines, in the past 4 years I have used Ethiopian air lines over 6 times, and I have always 2 check in baggage. Feb.12 2020 ****** MAR.24 2021 ****** Jan. 11 2023 ****** I know what to expect and not to expect from Ethiopian Air lines, say for example they can change or cancel flight with out notice and that cost me time and extra $50.00 fee on Ethiopian immigration and border security Due to over staying my visa by one day that was not my fault, but just B/c Ethiopian Air lines cancelling my fight to Houston, TX. this are the things that may happed with Ethiopian airlines, but charging me for the second baggage $225.00 not proper or fair.

• Initial Complaint

  Date:01/25/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My flight from **** to ****** on January 25, 2022 was delayed which caused me to miss my connecting flight from ****** to *******. I have attached my receipt with the ticket number below. It was the last flight of the day so I had to spend the night at a nearby hotel for $180.17 and paid **** for transportation to and from the hotel ($26.43 and $86.99 [includes $10 tips each]). Screenshots of my bank account charges are attached. I also paid excess baggage fees of $200 in ******* with **** Airlines. Then I had to book another flight to ******* with another airline ($239.98) and pay another $75 in excess baggage fees (see the screenshot of receipt below). I need to be reimbursed and get a refund for my missed ****** flight to ******* please. All of these purchases made above would not have been made if my flight was not delayed. Total cost of $808.57 ($200+$180.17+26.43+239.98+86.99+75). Ethiopian Airlines did not rebook my flight to ******* nor did they offer any vouchers for my missed flight. I called ******. They said they weren't responsible and told me to call Ethiopian Airlines. Their counter was closed at that time and their *************** was closed when I called. The next day I called but they did not answer and kept redirecting me to their headquarters in ***********, ********. They sent 2 emails on January 25 notifying me of delays but no mention of my connection nor rebooking the next flight. The next day on January 26 I sent an email to their reservations department. I have attached screenshots of all emails. They sent an automatic reply. The booking reference is ******. I tried several times to contact their local office and was either disconnected or was told the flight was "protected" therefore no reimbursement could be made. On February 3, I emailed their Customer ********************* They didn't respond until April 1 with a denial of reimbursement request. They claimed they notified me about the first available flight to ******* which is a lie.

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My spouse and I have two pieces of baggage each, as stipulated in the EAL webpage, which states that the luggage allowance to and from the US is two. The Ethiopian Airlines customer service insisted that we were allowed only one piece of luggage, and we had to pay for the other one. The guy was not interested in listening to our logic and instead said we could only board if we paid for the second piece of luggage. Since we were already late for boarding and fearing losing our flight, we decided to pay USD 450 for the two pieces of luggage. This act is a daytime robbery, putting passengers in a tight position to pay or miss the flight. I will never retake EAL and will advise others not to do so.

• Initial Complaint

  Date:12/03/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have the following issues with Ethiopian Airlines:Issue -1: I booked a ticket on Ethiopian and travelled from RDU, USA to MAA, (RDU - IAD- ADD - MAA) India where the ticket clearly indicated 2 check in baggage. When I went to RDU to check in, they code share the airline with ****** and ****** charged me 100$ as baggage fee for RDU to IAD and mentioned I can talk to Ethiopian and get it refunded. I reached out over email, call to Ethiopian and no one is responding.Issue -2: My baggage was delayed by Ethiopian and they did not deliver the baggage for approx. 12 days and Hence I had to buy lot of clothing or other accessories (~500 USD) and I would like a reimbursement for the same.

• Initial Complaint

  Date:09/22/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Madame/Sir,I purchased tickets on the Ethiopian Airline website, to fly from RDU to Dar. I received a confirmation of purchase and seat selection for the flights. Refer to electronic receipt date 09.14.22. On 09.19.22, I noted that our reservation did not show any seat selection. When I tried re-selecting the seats, we had on 09/14/22, I noted that I was being charged $120 per seat per flight. For two passengers that is an additional cost of $960. I contacted the airline via their online customer service and began communicating with them. Refer to email communications. As there was not distinct resolutions, I called the airline customer service number today (09.22.22) and talking to their supervisor, he shared there may have been a system glitch, the seats I had selected are seats customers pay an additional fee on. Per his comment (and this was recorded) he informed me that there may have been a system glitch which is the reason, I did not see the additional charge for the seats I had selected. He informed me that the only way for me to have the seats assigned, is IF I paid the additional fees. At this time, I am forced to select other seats, which I did. Refer to electronic receipt from 09.22.22. As a first-time passenger on Ethiopian Airlines, it appears that a system glitch on their part, is penalizing us today for a seat selection. What will it be tomorrow? Will I be told that the cost of my ticket has increased, as there was a system glitch, and I was undercharged for our flight? An internal system glitch should not be a burden of a customer. They offered the terms, and I accepted them. My expectation as a customer is the accepted offer is honored and not changed to meet the needs of the airline. Per my principle, that is a scam the airline is doing and as a passenger one does not have a choice BUT to accept and be bullied into what the airline does. I hope my complaint will provide an amicable solution. Sincerely *******************************

• Initial Complaint

  Date:09/08/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 3 round trips tickets for my family back in Feb/March timeframe and only one person made it (eTicket: *************). In May 11, we reached out to the airline and informed them the reason below Case ID ******** "Hello! would like to request a ticket refund for two out of the three tickets on the original itinerary. Due to visa clearance from the Eritrean government (name) AND (name) will not be able to fly into the country. However (name) will move forward with the flight. Thank you." With the one passenger who made it, we had to cut his trip short due to a family emergency here in California. I’ve try numerous time to contact the airline customer services for support but I haven’t been successful to resolve this matter. I’m a frequent flyer with other airlines and their customer services is superb. I wanted to give Ethiopian airline a chance as I always fly back to Ethiopia/Eritrea but to be honest, I’m really disappointment with the airlines response time coupled with the resolution on this matter. I would to like to be refunded the flights that we did not use. eTicket: ************* - *************************** eTicket: ************* - *************************** eTicket: ************* - *************************

• Initial Complaint

  Date:08/27/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 24 I travel from Accra to JFK I had two checked luggage upon arriving at JFK and waited hours for my luggage only to be told my luggage did not make it on the flight and they are trying to locate it however the system need 24 hours to be updated and I was told to fill out a luggage claim document and I did 3 days later after making multiple calls to Ethiopian airline customer service they still cannot find the location of my Luggage I visited the airport only to be told there is no luggage here and why would I show up at the airport I told the gentleman I was told so by the customer service representative over the phone to come to the airport and go to baggage claim he looked at me and said sir wrong information Ethiopian Airlines Only fly few days a week therefore we will never tell a customer just to show up at the airport for baggage claim right now I’m confused and very frustrated and I’m begging for the Better Business Bureau to intervene so I can have my personal property with sentimental values returned to me safely…