Stranded, Ignored, and Betrayed: Ethiopian Airlines’ Customer Service Nightmare Why This Airline Is the Last Choice You Should Make for Your Holiday Travel Imagine standing at an airport, anxiously awaiting a call from a loved one who is finally coming home—suddenly, your phone rings—they are panicked, telling you they have been denied boarding. No explanation. No warning. Nothing. This happened to my elderly mother, a woman in her 80s with limited mobility, who Ethiopian Airlines inexplicably refused to board her long-awaited flight from Accra to Atlanta on August 17, 2024. A nightmare followed: an appalling customer service experience that left her stranded in Ghana while the airline ignored our pleas. If you are considering Ethiopian Airlines, especially for the holiday season, heed this warning: their customer service ranks among the worst in the industry. They operate with no accountability, no empathy, and no respect for the people who trust them. The Shocking Refusal: Abandoning an Elderly Passenger My mother had been planning her visit to the U.S. for months. We booked her Ethiopian Airlines flight, code CFNFQS, scheduled for August 17th, and even arranged for their “Meet and Assist” service, designed to offer wheelchair assistance and attentive care for elderly passengers. Every detail was prepared, every arrangement secured—or so we thought. But when she arrived at Kotoka International Airport in Accra, Ethiopian Airlines’ supervisor, (Edward A. Parker), blocked her from boarding. His vague reasoning? “Medical reasons”. However, he never explained further, nor did he provide any documentation or reach out to the family member who booked her ticket. The airline’s silence was chilling. Ethiopian Airlines had both my contact information and the option to explain why a paying, elderly customer with limited mobility was suddenly unfit to board. Yet they did nothing. No call, no email, no apology. Their complete disregard for my mother’s distress in Ghana went beyond poor customer service. It was inhumane. Desperate for Answers: Two Months of Silence In the aftermath, I contacted Ethiopian Airlines repeatedly, reaching out through every possible channel: emails to their CEO, messages to customer service, and calls to their Accra airport management. Surely, I thought, they would want to address such an egregious oversight. I was wrong. Weeks turned into months without a single response. The silence was deafening. Initially, I connected with Mrs. Meron Masresha, the Team Leader at Ethiopian Airlines' Global Customer Interaction Center at Bole International Airport. She forwarded my complaint to Mr. Abiy Solomon, the Accra Airport Services Manager, who even requested my nephew’s contact details to discuss the incident directly. After I provided them, Ethiopian Airlines vanished once again—no follow-up, no email, no acknowledgment. It was as though my mother’s traumatic experience did not exist. A Blatant Breach of Trust This debacle extended beyond a simple inconvenience; it shattered the very foundation of trust. Ethiopian Airlines’ refusal to respond or provide even basic compensation reveals their blatant disregard for their customers. Their policies state that denied boarding compensation applies when a passenger meets all check-in requirements and is refused boarding for reasons beyond their control. My mother fulfilled every requirement, yet received no compensation, no refund, and no answers. Ethiopian Airlines provided no proof of her alleged “medical reasons”, nor any documentation that justified their actions. For an airline to deny an elderly passenger boarding under the guise of “medical reasons” without informing the family member who arranged the trip—and who explicitly paid for her assistance—is not only negligence; it is a betrayal of trust. This was not a minor mishap or an accidental oversight; it was a calculated decision to evade accountability. Travelers Beware: Ethiopian Airlines Poses Unacceptable Risks This Holiday Season As the holiday season approaches and families plan to reunite, Ethiopian Airlines’ shocking lack of responsibility should serve as a critical warning. This airline should be the last option for anyone who values safety, reliability, and respect from their travel provider. If they can abandon an elderly passenger without so much as a phone call, imagine how they might handle an emergency. Are you ready to risk being left stranded with no support and no explanation, far from home? With Ethiopian Airlines, you are gambling with more than just your time or money—you are risking your peace of mind. A Company Without Conscience: Ethiopian Airlines’ Culture of Neglect Mistakes happen; any seasoned traveler knows this. But when a company goes silent in the face of a serious mistake, it is not just poor service, it is a glaring lack of conscience. Ethiopian Airlines’ refusal to communicate with me, coupled with their utter failure to follow through on their promises, shows a disturbing lack of respect for their customers. Ethiopian Airlines does not just lack empathy; they operate as though customers are disposable. If anything goes wrong, you are on your own. Conclusion: Protect Your Peace of Mind—Choose Another Airline The holiday season is meant for family, joy, and peace. Do not let Ethiopian Airlines turn it into a nightmare. This company has proven that it does not honor its commitments, does not communicate openly, and does not treat its customers with even a shred of respect. Before you book your next flight, consider this: are you willing to risk being left in the lurch, with no assistance, no explanation, and no recourse? This is not just a story about poor customer service, it is a cautionary tale of a company that operates with complete disregard for its customers. Fly Ethiopian Airlines at your own risk. Thank you Amadu Seidu [email protected]

My luggage was lost. Ethiopian airlines acts as nobody is asking. They don't care at all. I went everyday to the airport, i sent emails, i placed claim over Facebook messenger, i asked our embassy in Freetown to send them letter,... i did everything possible but the airlines answer was always "we don't have info" since 2 weeks till now. Is it possible? How such company is taking care of lives? Of maintenance? This is the worst and most dangerous airlines ever seen!!!

This airline doesn't deserve to be in existence. From its dubious government portal that will take hard earned dollars for an e-visa and then not issue it or process the application at all; to its issuing tickets without stating the exact terminal, which made me miss my flight at CDG Airport Paris. Please give it a miss unless you absolutely have no other option.

We flew from HK to CPT via Addis return 5 weeks apart. Both ways the flight crew was rude and unhelpful, bordering on lazy. The biggest problem was with the toilets, one was out of order for both trips. We stopped to refuel in Bangkok and the entire time on the ground passengers were refused entry to the toilets. The food was mediocre and on the return flight we were too late for our connecting flight to Taiwan, which we learned is a common occurance. Very dissappointed, will do my best not to use them again.

I recently travelled with Ethiopian Airlines to Cape Town and unfortunately, it was the worst travel experience I have ever had. The cabin crew disposed of my new Invisalign trays, which meant I lost out on five days of treatment. The hotel I stayed at during my overnight transit was below standard, and I broke out in spots as a result of spending time there. Upon arriving at Kinshasa NDJILI airport, one of my checked bags did not arrive and it took 10 days for it to be returned to me - and when it did, my luggage was broken into, with the lock removed and screws left exposed. The only missing item was a jewellery case with vintage Chanel jewellery, including a pair of gold Chanel dangle earrings that my late Aunt gave me. I was heartbroken and deeply saddened by the entire ordeal. This experience has made me vow never to fly Ethiopian Airlines again.

The worst airlines I ever traveled on and I traveled with more than 25+ airlines. It is mismanaged, they charge you for your extra bag twice. The bags are always delayed or lost. I don’t you recommend this airline for anyone. It definitely will make your life/travels difficult.

Good Service.

DISASTER! HANDS OFF! WORST EXPERIENCE EVE! Flight canceled without informing me. We I call them because I wasn’t able to make the check-in online the day before the flight, they told me that it was canceled. INACCEPTABLE! After 8 calls every 2hours (each call took lasts at least 45mins) trying to get another solution, I got the confirmation that they put me on another flight that will leave in less than 2hours. I took the taxi to the airport right away but Of course it was too late so I missed that flight. Today, we are one day after the initial flight and I still don’t have a solution from Ethiopia Airlines. I do not know if I will travel to spend holiday with my family or not. I called a million of times. Sometimes the just cut off or hang up during a call. They never call back the customer for helping finding a solution, no emails. The lied to me many times saying they will call me or will send e-mail but never do that. I am abandoned to myself and will take a lawyer again Ethiopia Airlines!

We had booked to fly in 2020 but had to cancel because of covid. We were given credits for 2 different flights. When I tried using these credits the problems started. Dealing with Ethiopian Reservations is a streesful exercise. Ringing is totally stressful. An agent answers and then I would start my explanation and they would cut me off. Emailing is slightly better but I would have to send the same information several times before I got anyone to do anything. Finally I booked our flights. Two weeks before we were due to fly they canceled one of the bookings and said we would have to change the dates. After much stress with emails and calls I finally sorted it out . We were told we could use our excess credit for an upgrade. But, when we tried to do this they refused. So in effect they stole 224 pounds from us. The flights were OK. Staff not so helpful or friendly. The food was disgusting and the mains were inedible. AVOID Ethiopian if you can.

I was denied boarding by an incompetent and illiterate gate agent in Cotonou. The agent could not read English and claimed my visa was not valid. Upon further review of my visa documents check-in staff at Cotonou airport admitted that my visa was valid after I had been denied boarding and had missed my flight. Ground staff at Cotonou airport was unwilling to help and issue a new ticket. The call center of Ethiopian Airlines was thoroughly unhelpful as well. They keep you waiting for hours and claim that matters have to be resolved at the local airport and that there is nothing they can do.