Etihadholidays Avis 82

Worse company. Don't reply . Still got ongoing complaint. Will take further action

I would give zero stars if I could. Firstly you are led to think you are dealing with Etihad, when in fact you are dealing with an agent called Capital Holidays, and Etihad will treat your booking as done via an agent. You have to go back to this incompetent agent called Capital Holidays for everything. They don’t pick up the phone, the main number at times fails to even connect, and when they do pick the phone they are unhelpful. I’ve spent 6 weeks chasing a refund, and when I finally did get something, it was only the cost of extra luggage, with nothing against flights and hotel.

You have no means of escalating with Etihad, who look the other way and point to Capital Travel.

Avoid, unless you want to spend hours on the phone with people who can’t communicate properly in English.

I have waited 42 days for my refund after my holiday to UAE was cancelled. I was told i would be refunded in 21 days. Still waiting.

Now waited 5 weeks since cancellation for refund. I have formally complained to ABTA. My CC company wouldn’t start a section 75 refund until I had contacted ABTA. Their policy is 2 weeks for refund but asked to allow 3 weeks since they have a load of refunds to process because of tension in Middle East. I was happy to wait the extra week but now 5 weeks waiting for a significant amount of money. Not happy! 😡

I wouldn't even give them a 1 star, waiting for refund now for over 4 weeks after cancellation due to the war, I was told by phone that my refund was processed last week but that was a lie, no refund confirmation or payment. Will have to contact my bank to claim back my money. Do not book with them, they are rude over the phone and it looks like they have all the excuses in the world not to give your money back. Waste of time and company needs to be investigated

We were one of many to to stuck in the Emirates when the war started and our return flight was cancelled , we the waited five days with no direct contact except a standard email stating we are trying to secure you a flight despite numerous emails asking them to call us, we were offered a London flight on the sixth day despite Manchester was are destination and told specifically they are not responsible with onward travel costs, I have emailed them many times asking them to refund our rail fares to get home to be ignored , this company needs to hang its head with shame.

I have been trying to get a refund after my holiday was cancelled to Abu Dhabi and that was 2 months ago - there is no update and the attitude is disgusting - the law states that i should have a refund after 14 working days but they are not bothered. Do not book with this company i am now going through ABTA,

like other recent reviews...ETIHAD are full of excuses when requesting your money back....now a month since holiday was cancelled and still thousands out of pocke. going to have to start a chargeback on CC, plus will complain to ATOL as thier policy is refund in a couple of weeks.
Not wanting to us this company or airline again...for context, the airport parking refunded the next working day!

Our Abu Dhabi holiday was cancelled due to the war and we are still waiting for our refund (which is now over 5 weeks since the holiday was cancelled).
We were told the refund would be paid within 21 days and I have chased via phone calls and emails, still to be told that the refund would be processed ( which it hasn’t). I would have booked with them again once things settled in the region, but not now!
I would suggest that any customers still waiting for a refund to make contact at the earliest opportunity to make contact with your bank or credit card company who can take this up on your / their behalf.

“Do not use this Company” 30+ days since receipt of the cancellation invoice and still no sign of my full refund. Numerous interactions with inept staff stating refund would be received in 21 days after cancellation invoice. UK law specifies that refunds must be settled & paid within 14 days. Formal complaint sent advising of ATOL, ABTA and financial ombudsman’s interaction to being just totally dismissed with generic excuses and their obligatory acquiesce. They are even ignoring the fact that UK financial laws are not being adhered to namely - UK legal requirement period for refunds to be paid timely and within 14 days as laid out under the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Still no refund over 3 weeks since cancellation.

Holiday cancelled, understandable given the current circumstances, but why does it take 21 days to return our funds when other companies, less reputable, take 5/10 working days. This time frame is absolutely absurd and I would urge future customers to avoid booking with Etihad.
Cancellation ref no: 520265

Holiday got cancelled due to conflict in the middle east, which is of course not their fault. What disappoints me is how they've handled it.

Waited until the last minute to offer cancellation, and now refusing to provide a timeline for refund, which would appear to be against UK package holiday regulations where 14 days is the maximum time.

Having to now submit a claim via bank and a complaint via ABTA, which is really disappointing and makes it very unlikely I'd ever book with Etihad Holidays again. Their customer service agents have been really rude about it too.

What a rubbish company use at your own peril, we went to Phuket with them in march 2025, ok I had booked transport with them from the airport to our hotel. Waited for an hour at the airport, no transport arrived we eventually got our own taxi to the hotel. When we arrived there was no booking at the hotel, luckily the hotel said we could stay if I could pay on my credit card, I phoned my son back in the uk to try and sort it out, it took 4 days for them to sort out the booking, they didn’t even email or call me to let me know it had been sorted, there was also problems with the return journey. To be fair they gave me some money back for the mess up, and said I could have a discount if I booked again for my next holiday, so I thought it must have been a clerical error and gave them the benefit of the doubt,, so we rebooked this year to go at the beginning of march, they phoned me 1 week before we were due to go and cancelled our holiday because of the trouble in the gulf, not there fault I know, when they rang they said I would get my money back within 21 days, that was the only communication I had from then, I have sent them numerous emails with no reply, I have phoned them lots of times, without any success, at this stage I am over £5000 down their communication is none existent. Use them at your own risk
They are also liars I got hold of them by phone today at about 1 pm. The lady I spoke to said my refund was in hand and I would get an email from them today at 5 pm. Guess what,
no email arrived, just spoke to them today at 5.30pm, now they say it could be within 10 days spoke to a different lady just now. The previous one said something completely different LIARS !!

Having previously had great experience with this company unfortunately they are not great when needing to refund you. Holiday was cancelled due to the War and despite emails and calls to them i still havent had the refund in the time they clearly stated. No choice but to raise a complaint via my credit card and also the UAE Consumer Protection Service. Would avoid booking with them in future.

After reading reviews, I was quite sceptical about booking with Etihad holidays but I hadn't read the reviews thoroughly beforehand. I was far from disappointed. I got an email on the day of travel regarding my transfer from DXB. It was a very smooth transfer process. I received a welcome message on WhatsApp on arrival from Mr Darwish who was a point of contact throughout our stay. I got a message regarding my transfer home and the flight was great and hotel was superb, far cheaper than booking through other sites. Amazing and left me with confidence to book again.

I booked a hotel stay via Etihad holidays & had not read the reviews, once I made the booking I realised my payment had come out twice (internet connection issue) and it had created 2 bookings. This was confirmed the next day when I received 2 separate booking emails & ID’s (booking confirmation took around 12 hours to arrive which they advise you will be the case when you’re booking). I immediately emailed to inform Etihad Holidays of the error, they were very quick to email me back & cancel one of the bookings and issue a refund.

I contacted the hotel the same day and they confirmed only 1 bookings remained live and they had all the correct booking details for us.

The refund itself took 4 weeks to appear in my account, however I did not chase the company & was fine with this.

Overall very happy with the service provided and my interaction with customer care was efficient and professional.

Wir hatten für den Januar 2026 eine Reise nach Ägypten gebucht. Die Buchung erfolgte über Sonnenklar TV die mit bunten Bildern und Videos eine wunderschöne Zeit versprechen. Sonnenklar TV ist aber nur Vermittler, Ausführender war in diesem Fall das Unternehmen Capital Holidays gleichbedeutend mit Etihad Holidays.

Vor Reisebeginn erreichte uns die Mitteilung über eine Leistungsänderung. Man teilte uns mit, dass das Palms Brasserie Restaurant in unserem gebuchten Hotel Continental Hotel Hurghada, im Reisezeitraum aufgrund von Umbauarbeiten geschlossen ist. Der Umbau des Restaurants wurde wahrscheinlich überraschend von heute auf morgen beschlosen. Weiterhin ließ man uns wissen, dass alle Mahlzeiten (Frühstück, Mittag- und Abendessen) im "Emerald Banquet Room" stattfinden sollen.

Das Palms Brasserie Restaurant ist das Hauptrestaurant des Hotels. In einem vorliegendem FACT SHEET des Hotels wird beschrieben das es sich bei dem Emerald Room um einen wahrscheinlich fensterlosen Tagungsraum handelt.

Wir finden es absolut skrupellos Reisende in ein Hotel zu schicken in dem das Hauptrestaurant umgebaut wird. Wir hatten dann storniert und die Stornierung wurde auch akzeptiert. Leider hat sich die Erstattung der Anzahlung über 12 Wochen hingezogen. Begründung der Verzögerung war unter anderem das die Überweisung aus der Zentrale in Abu Dhabi erfolgen sollte.

Fazit: Sonnenklar TV ist nur Vermittler der Reise und nicht Vertragspartner, echte Hilfe ist hier nicht zu erwarten. Es werden nur Standardmails versendet. Reiseanbieter wie Capital Holidays gleichbedeutend mit Etihad Holidays sind völlig entspannt, wenn es darum geht ihnen den Urlaub zu versauen. Wir haben viel Zeit verloren und werden bei künftigen Reisen genauer hinschauen wer die Reise ausrichtet.

Saw a deal we liked for £5,000 booked
Immediately I felt something was off
We received no confirmation for hours and hours which is unusual
So I tried emailing
The email bounced back
Then finally got confirmation but it looked off and the room information wasn’t correct
Waited another day contacted the actual hotel ourselves to be told we have no reservation for you, contacted Etihad airline to be told we have no reservation for you
Panic set in I asked my husband to report the transaction as fraud immediately
Called the number for Etihad holidays a woman answered as I was explaining I was reporting them for fraud she very quickly said we will refund us.
Got an email saying we will refund you
It’s been 5 days still funds not returned yet but the bank is still showing as pending
We need the funds back to book with a legit company
So do not trust this company

Extremely disappointed with Etihad Holidays. Despite repeated calls and multiple emails, I received little to no communication. This caused significant stress, especially as this was a family holiday with an 18-month-old child.

I asked to speak with a team leader, Maria, who never responded. David said he would return my calls but didn’t. I also escalated the issue to the General Manager, Ranj Kundi, and still received no response.

Unacceptable service and very stressful experience. I would not recommend Etihad Holidays based on this experience.