Based on recent customer reviews, Ethiopian Airlines is drawing sustained criticism from South African travellers, particularly around baggage handling and after-sales support. Passengers repeatedly describe luggage lost, damaged or tampered with on routes through Addis Ababa, followed by unanswered emails, dead phone lines and stalled refund or compensation claims. Flight delays causing missed connections, unhelpful counter staff at OR Tambo and refused accommodation for elderly or reduced-mobility passengers feature strongly. A minority praise friendly cabin crew, comfortable flights, good food and swift Addis connections, showing the onboard product outperforms the ground and claims service.
TrustIndex
1.8
NPS Score
-73
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Ethiopian Airlines
What do customers say about Ethiopian Airlines?
Based on recent customer reviews, Ethiopian Airlines is drawing sustained criticism from South African travellers, particularly around baggage handling and after-sales support. Passengers repeatedly describe luggage lost, damaged or tampered with on routes through Addis Ababa, followed by unanswered emails, dead phone lines and stalled refund or compensation claims. Flight delays causing missed connections, unhelpful counter staff at OR Tambo and refused accommodation for elderly or reduced-mobility passengers feature strongly. A minority praise friendly cabin crew, comfortable flights, good food and swift Addis connections, showing the onboard product outperforms the ground and claims service.
Is Ethiopian Airlines trustworthy?
Ethiopian Airlines has a TrustIndex of 1.8 out of 10 on Hellopeter, based on 37 reviews in the last 12 months. Hellopeter has tracked Ethiopian Airlines across 346 total reviews. How is the TrustIndex calculated? →
Recent reviews (37)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Oct 2026
Appalling Customer Service: Ethiopian Airlines Has Ignored My Complaint for Over Three Weeks
Appalling Customer Service: Ethiopian Airlines Has Ignored My Complaint for Over Three Weeks I am extremely disappointed by Ethiopian Airlines' handling of my complaint following a flight delay on 4 October 2026. Flight *** from Addis Ababa to Johannesburg was delayed, causing me to miss my separately booked connecting flight to Cape Town. I lost R3,493 on my original ticket and had to purchase another flight for R2,045, bringing my total financial loss to R5,538. What made the experience worse was the complete lack of assistance from Ethiopian Airlines staff at OR Tambo Airport. Had I not had the funds to purchase another ticket, I would have been stranded. I submitted a formal complaint on 4 October and followed up on 12 October. I have also raised the matter on LinkedIn and escalated it to several Ethiopian Airlines management and customer service channels. As of 26 October, I have received absolutely no acknowledgement or response. I find it appalling that an international airline can show such disregard for its customers, particularly when they have suffered financial losses and are simply seeking assistance and accountability. I am requesting reimbursement and a formal written response explaining how Ethiopian Airlines intends to resolve this matter. It should not take repeated emails, public complaints and management escalations to receive basic customer service. Ethiopian Airlines, I expect a response and resolution.
1 reviews | Active since Oct 2026
Appalling Customer Service: Ethiopian Airlines Has Ignored My Complaint for Over Three Weeks
Appalling Customer Service: Ethiopian Airlines Has Ignored My Complaint for Over Three Weeks I am extremely disappointed by Ethiopian Airlines' handling of my complaint following a flight delay on 4 October 2026. Flight *** from Addis Ababa to Johannesburg was delayed, causing me to miss my separately booked connecting flight to Cape Town. I lost R3,493 on my original ticket and had to purchase another flight for R2,045, bringing my total financial loss to R5,538. What made the experience worse was the complete lack of assistance from Ethiopian Airlines staff at OR Tambo Airport. Had I not had the funds to purchase another ticket, I would have been stranded. I submitted a formal complaint on 4 October and followed up on 12 October. I have also raised the matter on LinkedIn and escalated it to several Ethiopian Airlines management and customer service channels. As of 26 October, I have received absolutely no acknowledgement or response. I find it appalling that an international airline can show such disregard for its customers, particularly when they have suffered financial losses and are simply seeking assistance and accountability. I am requesting reimbursement and a formal written response explaining how Ethiopian Airlines intends to resolve this matter. It should not take repeated emails, public complaints and management escalations to receive basic customer service. Ethiopian Airlines, I expect a response and resolution.
1 reviews | Active since May 2016
Very disappointed and disgusted traveller on Ethiopian Airlines
My family and I travelled to Saudia Arabia on the 25th September 2026 and returned on the 5 October 2026. We bought Zamzam in Jeddah which we clearly marked. Our Zamzam did not arrive at OR Tambo International airport. This seems to happen all the time with Ethiopian Airlines. Our Booking references are as follows: ***, ***, ***. I request that we be reimbursed if the airline does not find our Zamzam.. please treat this as urgent
1 reviews | Active since May 2016
Very disappointed and disgusted traveller on Ethiopian Airlines
My family and I travelled to Saudia Arabia on the 25th September 2026 and returned on the 5 October 2026. We bought Zamzam in Jeddah which we clearly marked. Our Zamzam did not arrive at OR Tambo International airport. This seems to happen all the time with Ethiopian Airlines. Our Booking references are as follows: ***, ***, ***. I request that we be reimbursed if the airline does not find our Zamzam.. please treat this as urgent
1 reviews | Active since Sept 2026
Horrific experience
Ethiopian Airlines took my belongings, lost my bag for 6 days, and has now ignored me for 3 months Flying JNB to TLV via Addis Ababa (ET808/ET404), my bag never made it onto the flight. I only found out when I landed in Tel Aviv. It took Ethiopian 6 days to deliver it, during which I had to buy replacement clothes, shoes, and essentials out of my own pocket for a wedding I had to attend. When the bag finally arrived, I discovered two of my personal items were missing: my electric toothbrush and my electric shaver. Ethiopian's staff had called and asked permission to remove "a power bank" from my bag. I don't own a power bank. Turns out they just took my toothbrush and shaver and called them that. I filed a compensation claim on 5 June. It is now September. I have sent 5 follow up emails and called their international hotline over 20 times. Every single call ends the same way: "we've emailed the claims department" and "I'll personally speak to my supervisor and call you back tomorrow." Not one callback. Not one email. Nothing. Nearly R12,000 in losses and 3 months of being told the same lie on repeat. Avoid. Case Number: ***8
1 reviews | Active since Sept 2026
Horrific experience
Ethiopian Airlines took my belongings, lost my bag for 6 days, and has now ignored me for 3 months Flying JNB to TLV via Addis Ababa (ET808/ET404), my bag never made it onto the flight. I only found out when I landed in Tel Aviv. It took Ethiopian 6 days to deliver it, during which I had to buy replacement clothes, shoes, and essentials out of my own pocket for a wedding I had to attend. When the bag finally arrived, I discovered two of my personal items were missing: my electric toothbrush and my electric shaver. Ethiopian's staff had called and asked permission to remove "a power bank" from my bag. I don't own a power bank. Turns out they just took my toothbrush and shaver and called them that. I filed a compensation claim on 5 June. It is now September. I have sent 5 follow up emails and called their international hotline over 20 times. Every single call ends the same way: "we've emailed the claims department" and "I'll personally speak to my supervisor and call you back tomorrow." Not one callback. Not one email. Nothing. Nearly R12,000 in losses and 3 months of being told the same lie on repeat. Avoid. Case Number: ***8
1 reviews | Active since Dec 2010
Lost my luggage, zero copensation nor apology
Shocking experience with this airline! Flew from Cape Town to the middle East via Addis about 6 weeks ago. They lost my luggage! It never arrived, and they couoldnt find it, and they eventually sent it back to Cape Town. So thereI was overseas and had to buy an entire set of clothes and toileteries for a whole week. Not a phone call, not an apology, no compensation for haviong no luggage for several days, and having to buy new clothes that I didnt need! I emailed them 100 times, went to their office in Cape Town, zero interest from the airline. Will never fly Ethiopian Airl;ines again!!
1 reviews | Active since Dec 2010
Lost my luggage, zero copensation nor apology
Shocking experience with this airline! Flew from Cape Town to the middle East via Addis about 6 weeks ago. They lost my luggage! It never arrived, and they couoldnt find it, and they eventually sent it back to Cape Town. So thereI was overseas and had to buy an entire set of clothes and toileteries for a whole week. Not a phone call, not an apology, no compensation for haviong no luggage for several days, and having to buy new clothes that I didnt need! I emailed them 100 times, went to their office in Cape Town, zero interest from the airline. Will never fly Ethiopian Airl;ines again!!
1 reviews | Active since Nov 2021
Terrible Customer Service , Very Dissapointed
I booked for a flight to Uganda and I was denied boarding because they needed a letter from my doctor but when I was booking for the flight nothing was mentioned, I requested the letter from my doctor and I booked again for another date when I was about to board again I was told that I need to have a return ticket otherwise I can't fly...I'm very dissapointed that non of this was mentioned to me and Ethiopian airlines refused to refund me my money for 2 tickets a Total of R7400 I keep calling their offices to know avail, I need my money back!!!!!
1 reviews | Active since Nov 2021
Terrible Customer Service , Very Dissapointed
I booked for a flight to Uganda and I was denied boarding because they needed a letter from my doctor but when I was booking for the flight nothing was mentioned, I requested the letter from my doctor and I booked again for another date when I was about to board again I was told that I need to have a return ticket otherwise I can't fly...I'm very dissapointed that non of this was mentioned to me and Ethiopian airlines refused to refund me my money for 2 tickets a Total of R7400 I keep calling their offices to know avail, I need my money back!!!!!
1 reviews | Active since Apr 2021
Unprofessional Clueless attendant
Very arrogant attendants with attitude. Poor service. They disallowed me to onboard with a lead battery even as a carry on. Only to find out it’s actually allowed in cabin causing me financial loss
1 reviews | Active since Apr 2021
Unprofessional Clueless attendant
Very arrogant attendants with attitude. Poor service. They disallowed me to onboard with a lead battery even as a carry on. Only to find out it’s actually allowed in cabin causing me financial loss
1 reviews | Active since Feb 2016
Damaged luggage and luggage glove
My cellini bag and luggage glove were broken anf damaged by airport security. Both have TSA approves locks on them so this really baffles me.. if they needed the bags opened why couldnt they have used the keys for those? Addis ababa airport is an international airport.. I logged a claim when i landed in johannesburg. I have received a case number. However, i have been emailing without receiving any response and i have been calling the 2 numbers that were provided and cannot get through. I am trying to get a hold of them for over 3 weeks now. Utterly disappointing and frustrating
1 reviews | Active since Feb 2016
Damaged luggage and luggage glove
My cellini bag and luggage glove were broken anf damaged by airport security. Both have TSA approves locks on them so this really baffles me.. if they needed the bags opened why couldnt they have used the keys for those? Addis ababa airport is an international airport.. I logged a claim when i landed in johannesburg. I have received a case number. However, i have been emailing without receiving any response and i have been calling the 2 numbers that were provided and cannot get through. I am trying to get a hold of them for over 3 weeks now. Utterly disappointing and frustrating
1 reviews | Active since Mar 2011
Zero stars
This must be the worst airlines to deal with. Lost my bags but refuse compensation without supplying any concrete evidence as to why.I find this very dishonest. Emails remain unanswered and landlines are not answered or mailbox is always full. Mr Bistat and Mr Meshech are senior officials but the level of service they provide is pathetic. Also on boarding the plane we were not directed to our allocated seats. We were told to sit anywhere which so wrong and unprofessional. It also goes against aviation rules
1 reviews | Active since Mar 2011
Zero stars
This must be the worst airlines to deal with. Lost my bags but refuse compensation without supplying any concrete evidence as to why.I find this very dishonest. Emails remain unanswered and landlines are not answered or mailbox is always full. Mr Bistat and Mr Meshech are senior officials but the level of service they provide is pathetic. Also on boarding the plane we were not directed to our allocated seats. We were told to sit anywhere which so wrong and unprofessional. It also goes against aviation rules