We're here to help you

You asked, we listened.

Your most frequently asked questions are on this page.

Booking information

Sometimes plans change or an emergency arises. We would like to give our guests the flexibility to modify and customise their bookings according to their needs.

All reservations, modifications and cancellations are subject to terms and conditions, The Customer Care Policy, General Conditions of Carriage and applicable taxes, fees and charges (including but not limited to fare rules of the ticket and Guest Service Fee).

If the flight or a segment of the journey is operated by one of our Partner Airlines, please contact the airline directly for any changes and special requests.

Group bookings must be created at an Etihad Sales office or via a dedicated group system, access to which has been provided by Etihad Airways. Travel agencies are not permitted to request groups in the GDS.

All guests should be booked together on the same flight(s)/ departure dates at the time of booking. 

Read more about group bookings

You can combine up to four destinations in one booking. 


Note: Due to COVID-19 restrictions, our lounges in Abu Dhabi are closed. We will reopen them as soon as we can. Furthermore, STPC does not apply during this period as guests are only allowed to have maximum of 6 hours transit time in Abu Dhabi.


We’re pleased to offer STPC to all of our guests in First and Business, as well as Economy guests on certain routes. All guests must have a transit time of between 8 – 24 hours in Abu Dhabi. Guests are able to make use of the AEROTEL hotel in Abu Dhabi (either in or outside of the airport), or airport lounge if no accommodation is available.


Here’s everything you need to know:


·         Guests must have a transit period of 8 – 24 hours in Abu Dhabi airport

·         Connecting flights must be Etihad Airways operated

·         Guests booked on Other Airline (OAL) or a flight operated by an Etihad Airways Partner (EAP) may be accepted on request

·         STPC applies to the first scheduled flight connecting from Abu Dhabi

·         Guests may choose to book a flight with a longer transit time but more direct route, and if all conditions are satisfied, STPC will be provided; for instance, CCJ-AUH-LAX-SFO has a shorter transit time in Abu Dhabi but CCJ-AUH-SFO is a more direct route

·         STPC requests must be made at least five days before departure

·         STPC must be requested in the PNR and queued to Queue city AUH on Queue number 501 with Prefatory code 11 – this must be done at the time of booking and confirmed by the Etihad STPC desk – Abu Dhabi

·         ID / AD / FOC / diplomatic discounted tickets are not eligible for STPC

·         STPC is applicable on STA tickets (000) only where POS is Australia for sectors mentioned under STPC Table- Australia

·         STPC is subject to availability


Premium and Economy Guests 



Make your STPC request at your EY office or contact us for assistance.


Economy Space is a great option for guests who want to stretch out and have extra legroom. Some are in the exit row and are subject to safety and eligibility requirements.

We strongly recommend you book early, as Economy Space seats are available on a first-come, first-served basis. Read more here.

Etihad Fare Choices offer you the ability to tailor your guest’s journey according to their needs.

Fare choices offer guests flexibility with dates, baggage allowance, how many Etihad Guest miles they will earn and other benefits such as priority check-in, chauffeur service and upgrade eligibility.


View fare choices

Baggage information

Yes, if you have booked one ticket with Etihad Airways and the guest does not leave the airport at the location of their transit stop. If you have booked two flights with different airlines, or the guest would like to have a stopover in the middle of their journey, they will have to collect their baggage where they stop. 

In addition, for travel in the US, guests may be required to collect their baggage at the mid-point of their journey. For further clarification, please contact us.

In the unfortunate event of a baggage delay when flying with Etihad Airways, guests can make a baggage claim. If they discover that their baggage and/or its contents are damaged after leaving the airport, they should complete and submit a Baggage Claim Form within 7 days of arrival. We will assess the claim and notify them accordingly.

If the guest reported the mishandling of their baggage before leaving the airport on arrival, they will be in possession of a Property Irregularity Report (PIR). They can use the File Reference Number provided to trace baggage online.

We recommend your guests pre-book excess baggage to receive a discount on fees at the airport. Excess baggage charges vary by origin and destination. All excess baggage payments (fully or partially used) are non-refundable. Pre-book excess baggage here.

Musical instruments must be transported as checked baggage only. If in excess of checked baggage allowance, guests will be charged the applicable excess baggage rate.

For guests who wish to carry their musical instruments along with them in the cabin, an extra seat can be purchased. Due to their bulky nature, we advise you to make prior arrangements with the station of departure.

Read more in the 'Instruments and equipment' section of our Baggage Guide.

We accept the carriage of falcons in the main aircraft cabin and as checked baggage. All necessary documents must be provided.

All other pets, including guide dogs, are accepted only as manifested cargo and are not permitted within the aircraft cabin or checked baggage.

Read more in the 'Animals and pets' section of our Baggage Guide.

Certain kinds of sports equipment are accepted as checked baggage. Each piece must fall within the baggage allowance stated on the ticket, and must not exceed a weight of 32kg or be longer than 300cm. Any sporting equipment in excess of the baggage allowance will be charged with the applicable excess baggage rate.

View the full list in the 'Sports Equipment' section of our Baggage Guide.

In addition to hand baggage allowance, there are carry-on items that can be taken on the flight for free.

View list of carry-on items

Items not allowed at secure areas of an airport are weapons, explosives, chemicals and toxins.

Certain items cannot be carried into the aircraft cabin, but may be allowed as checked baggage.

View the full list here.






To/from all destinations (except the US, Canada and Brazil)

Bags with a total not exceeding 50kg

Bags with a total not exceeding 40kg

Bags with a total not exceeding 35kg

1 bag up to 10kg


Even if you choose to exceed your baggage allowance (at an additional cost), each item must not exceed 32kg.






To/from Brazil

3 bags up to 32kg each

3 bags up to 32kg each

2 bags up to 32kg each

1 bag up to 23 kg

To/from US and Canada

2 bags up to 32kg each

2 bags up to 32kg each

2 bags up to 23kg each

1 bag up to 23 kg

If the flight or a segment of the flight is operated by one of our many partner airlines, then different baggage allowances and fees may apply.

Please check the partner airline’s website to determine the baggage allowance that applies for your guest’s journey, or contact the airline directly for details.

Family travel and younger guests

Our Flying Nanny can assist our guests, but cannot assume full responsibility for children during the flight, as they need to be available to help other families as well.

Due to legalities and safety, our Flying Nannies cannot carry out personal care routines for infants or children, such as changing nappies or taking them to the bathroom. We provide a host of different ways to help keep your children entertained, including a wide choice of television shows, movies, music and video games.

Every child over 3 years old will also receive their own children’s pack of games, activity books and stickers to help keep boredom at bay.

Yes, despite the restrictions on carrying liquids in your hand baggage, special allowance has been made to allow parents to carry a limited quantity of baby food and/or formula, appropriate for the journey.

Any containers will be checked by airport security and guests may be required to taste the food/milk as proof of its content. We would suggest that guests pack at least one extra feed/meal for children, to cover any unexpected delays.

Yes, provided it meets certain strict criteria and is approved for use onboard an aircraft. Guests must follow the instructions and guidance provided by the seat’s manufacturer to ensure their child’s safety. Read more here.

Young guests from 2 years old and below 12 years old, on the date of travel, are classified as children. If the status of the guest changes from child to adult after the commencement of the outbound travel, CHILD fare applies throughout the journey.

Young guests below 2 years old, on the date of travel, are classified as infants. If travelling on their 2nd birthday or if they are occupying a seat, a child fare should be booked.

All of our aircraft are fitted with baby bassinet positions where a specially designed carry-cot can be installed for use by a small child or infant. They have been carefully designed to accommodate infants below 10 months old and weighing less than 10kg. 

They are available on a first-come, first-served basis in Economy Class and Business Class, so please book early to reserve one.

Request a baby or child's meal at the time of booking or 48 hours before departure. Preferred meals will not be available onboard unless you have pre-ordered.

Children above the age of 2 years on the date of travel will require their own seat.

After booking the flight, contact your nearest Etihad office to receive and submit the required UM documentation which must be completed before the date of departure. Read more here.

Our Flying Nanny is available on our long-haul Etihad-operated flights, to provide an extra pair of hands as support to parents. Read more here.

South African Immigration Act, 2002 (Act No. 13 of 2002)

Guests under the age of 18 travelling to and from South Africa have to abide by the requirements introduced by the South African Department of Home Affairs for additional documentation, implemented on 1 June 2015. These guests will be asked to produce the required documentation at check-in for each flight. For further information and assistance, please contact:

  1. The South African Department of Home Affairs, on 0800 60 11 90 (toll free from South Africa); or
  2. Your local South African Embassy.


A.    What do the regulations say about parents travelling with children?

Regulation 6 (12)(a):

Where parents are travelling with a child, such parents must produce an unabridged birth certificate of the child reflecting the particulars of the parents of the child.


1. What is an unabridged birth certificate?
It is a birth certificate reflecting the particulars of both parents.


2. Is this applicable to all children?
Yes, the South African Regulations regards a child as any person under the age of 18 years. It is applicable to all nationalities departing from and arriving in South Africa. It is not required for passengers remaining in transit, unless s/he requires a transit visa. The unabridged certificate should be submitted during the transit visa application process and both the certificate and visa should be carried on the person whilst travelling.


3. What about unabridged birth certificates or equivalent documents that are not issued in English?
Documents issued in a language other than English would be accepted.


4. What about countries that do not issue unabridged birth certificates?
In the case of foreign countries that do not issue unabridged birth certificates, an equivalent document containing the particulars of the child and his or her parents issued by the competent authority of the foreign country should be produced.


5. Must I travel with the original document?
A certified copy is sufficient as per the regulations. It must be certified as a true copy of the original by a Commissioner of Oaths (or the equivalent, should Commissioners of Oaths not be a practice in the country concerned).


6. Can the document be scanned and e-mailed?

B. What do the regulations say about children travelling with one parent?

Regulation 6 (12)(c):

In the case of one parent travelling with a child, he or she must produce an unabridged birth certificate and:

i. Consent, in the form of an affidavit from the other parent registered as a parent on the birth certificate of the child, authorising him or her to enter into or depart from the Republic of South Africa with the child he or she is travelling with:

ii. A court order granting full parental responsibilities and rights or legal guardianship in respect of the child, if he or she is the parent or legal guardian of the child; or

iii. Where applicable, a death certificate of the other parent registered as a parent of the child on the birth certificate, provided that the Director-General may, where the parents of the child are both deceased and the child is travelling with a relative or another person related to him or her his or her parents, approve such a person to enter or depart the Republic with such a child.


7. What is the timeline for the affidavit?
The affidavit must be no older than 4 months, dating from the time of travel.


8. My country does not issue affidavits. Which alternative do I have?
A South African Embassy in the traveller’s country of residence may be approached to commission the oath or solemn declaration, free of charge.

C. What do the regulations say about persons travelling with a child who is not their biological child?

Regulation 6 (12)(c):                                                                                                                                                            

Where a person is travelling with a child who is not his or her biological child, he or she must produce:

i. A copy of the unabridged birth certificate of the child;

ii. An affidavit from the parents or legal guardian of the child confirming that he or she has permission to travel with the child;

iii. Copies of the identity documents or passports of the parents or legal guardian of the child; and

iv. The contact details of the parents or legal guardian of the child, provided that the Director-General may, where the parents of the child are both deceased and the child is travelling with a relative or another person related to him or her his or her parents, approve such a person to enter or depart the Republic with such a child.

Questions and answers 1 - 8 also apply.

9. Does this include children travelling with school groups and grandparents?
Yes, any child under the age of 18 travelling with a person other than his / her parents must be in possession of the above documentation.


10. Is a copy of the unabridged birth certificate sufficient or must it be the original?
A copy is sufficient as per the regulations. It must be certified as a true copy of the original by a Commissioner of Oaths (or the equivalent, should Commissioners of Oaths not be a practice in the country concerned).


11. Must the copies of the parents’ passports / IDs be certified?
They must be certified as a true copy of the original by a Commissioner of Oaths (or the equivalent, should Commissioners of Oaths not be a practice in the country concerned).


12. In what format must the contact details of the parents be?
A Parental Consent Affidavit with the parents’ name and surname, physical address, telephone and cell phone numbers would be sufficient.

13. How do you obtain approval from the Director General when you do not reside in South Africa?
Through the nearest South African diplomatic or consular representative abroad.

D. What do the regulations say about children travelling as Unaccompanied Minors?

Regulation 6 (12)(c):

Any Unaccompanied Minor shall produce to the immigration officer:

i. Proof of consent from one or both his or her parents or legal guardian, as the case may be, in the form of a letter or affidavit for the child to travel into or depart from the Republic. Provided that in the case where one parent provides proof of consent, that parent must also provide a copy of a court order issued to him or her in terms of which he or she has been granted full parental responsibilities and rights in respect of the child;

ii. A letter from the person which is to receive the child in the Republic, containing his or her residential address and contact details where the child will be residing;

iii. A copy of the identity document or valid passport and visa or permanent residence permit of the person who is to receive the child in the Republic; and

iv. The contact details of the parents or legal guardian of the child.

Questions and answers 1 - 13 also apply.

14. What is the age for an Unaccompanied Minor in this case?
Any child under 18 travelling by themselves will be seen as an Unaccompanied Minor by Immigration. This does not affect the airline’s Unaccompanied Minor policy and procedure.


15. In Regulation 6 (12)(d), points (i) and (ii) refer to a letter. Must this letter be certified?
It must be certified as the original or as a true copy of the original by a Commissioner of Oaths (or the equivalent, should Commissioners of Oaths not be a practice in the country concerned).


16. Must the consent be from one parent or both?
It must be from both parents, as per the regulations.


E. What do the regulations say about two unused pages in the passport?

Regulation 2 (1) (d):

Passengers travelling to South Africa must be in possession of a passport with two unused pages required for endorsements. The two unused pages when presented are for purposes of endorsing a port of entry visa, visa, permanent residence permit or entry of departure stamp.

17. Is this for all passengers travelling to South Africa?

  • The two unused passport pages specifically pertain to foreign passports (non-South African).
  • These must be visa pages.
  • The requirement does not apply to foreigners who are in possession of valid permanent residence permits in South Africa.
  • The first unused page in a foreigner’s passport is used for the issuing of a visa, if required, by a South African mission abroad or by the Department’s Head Office in South Africa (the latter in the case of an extended stay).
  • The second page is used by Immigration at the South African port of entry for endorsing the arrival or departure stamp and, in the case of foreigners not requiring a visa, a port of entry visa (one page required for both arrival and departure stamps and port of entry visa).

F. What will happen to a passenger not in possession of these documents?

Regulation 6 (9):

When examining a person before his or her departure from the Republic, an immigration officer shall ensure that the person is not:

i. a fugitive from justice; or
ii. the subject of a court order that orders the Department to prevent his or her departure.


Regulation 6 (10):

Any child who is in alternative care as defined in the Children’s Act, 2005 (Act No. 38 of 2005) shall, before departing from the Republic, produce a certified copy of an authorisation letter from the Provincial Head of the Department of Social Development where the child resides, as contemplated in section 169 of the Children’s Act.

Regulation 6 (11):

An immigration officer shall refuse any person contemplated in subregulation (9) or who does not comply with subregulation (10), to depart from the Republic.

18. What will happen if we don’t have the required documentation at the time of check-in?
Airlines are bound by the South African Immigration regulations and must act accordingly. Travellers not in possession of the required documentation will not be allowed to travel.

19. Is this Act only applicable to persons departing the Republic?
No, the regulations are applicable to all passengers arriving into or departing from South Africa.

20. Is this Act applicable to persons who travelled to or from the Republic prior to 1 June 2015? 
No, the regulations are applicable only from 1 June 2015. Customers who commenced travel prior to 1 June 2015 and have the necessary proof will not be requested to travel with these documents provided that the return leg of the journey which commenced before 1 June 2015 takes place within a period of 4 month.

G. What must I do if I am declared undesirable?

Persons who are declared undesirable persons in terms of Section 30(1)(h) read with 50(1) of the Immigration Act, no 13 of 2002 as amended (by Act No. 13 of 2011) are not permitted to return to South Africa for the period specified in the declaration. They may however submit written representations as indicated in the declaration.

The following documents must be submitted:

  • Written representation.
  • A copy of the declaration of undesirability (form 19) that was issued at the Port of Entry.
  • A copy of the relevant pages of the passport, including biodata page.
  • Acknowledgment of receipt (in cases where the applicant has applied for a permit and the status is still pending).
  • If the applicant overstayed due to medical reasons, a medical certificated must be submitted.

The appeal must be e-mailed to : Overstayappeals@dha.gov.za

H. Who can I speak to if I have further questions?


If you have any further questions relating to these regulations, please contact:

1.    In respect of applications for unabridged birth certificates, the South African Department of Home Affairs, on 0800 60 11 90 (toll free from South Africa); or

2.    Your local South African Embassy.

When your guests are travelling with children, it’s important to help them plan ahead. They need to think about everything they may need, and plan and pack accordingly. This link has lots of useful information that they may find helpful.

Children above the age of 5 and below 12 and travelling alone are treated as Unaccompanied Minors (UMs).

Young adults from the age of 12 and below 16 travelling alone without parents/guardians are also entitled to the UM service if specifically requested by the parent or guardian.

Children below the age of 5 are not eligible for this service and will not be allowed to travel alone.

A child must be at least 7 days old on the date of travel.

Special needs and other services

We offer special meals onboard our aircraft for guests who have religious, dietary or medical needs and for children. All meals are Halal.

Select special meals in the booking system.

Check the codes and descriptions of special meals



Meals should be requested at least 24 hours prior to departure. We cannot guarantee delivery of a meal if ordered less than 24 hours in advance. Read more here.

If you require any of our special services, please request them when you make your reservation or at least 72 hours before the departure of your guest’s flight.

Read more here.

If you require any of our special services, please request them when you make your reservation or at least 72 hours before the departure of your guest’s flight.

Read more here.


1.    Will Etihad accept a medical certificate issued by private physician or Private Hospital/Clinic as medical clearance?

No, If you need medical clearance to fly, make sure to submit your MEDIF form (Medical Information for Fitness to Travel) and most recent medical report at least 72 hours before your flight by email or at your local ticketing office. If approved, you’ll be issued with a certificate from the Etihad Airways Medical Centre (EAMC) which states that you are fit to fly


2.    How do I request Special Assistance?

If a guest needs any assistance to travel, including wheelchair or medical assistance, please complete a Special Service request at least 48 hours before their flight.


3.    A guest has a disability, but is in a stable condition. Will he/she be accepted for travel without medical clearance?


Guests who have permanent but stable disabilities (for instance, paraplegia) may be accepted without prior medical clearance and without an escort. The guest must be able to:

A.    Feed themselves

B.    Use the toilet unaided from the onboard wheelchair

C.    Administer their own medicine and medical procedures

D.    Evacuate the aircraft without assistance

More about medical assistance


4.    When is Medical Clearance required?

Our priority is that all our guests fly safely and comfortably. If your customer has a medical condition or needs any assistance to fly, we’re here to help.

More about medical assistance


Medical clearance is required if the guest:

·         Suffers from any condition which is believed to be actively contagious

·         Suffers from any condition that may be adversely affected by flying

·         Is likely to be a hazard or a cause discomfort to other guests due to their physical or behavioral condition

·         Is considered to be a potential hazard to the safety or punctuality of the flight

·         Requires special assistance or is unable to care for himself/herself

·         Has recently undergone major surgery

·         Suffers from an unstable physical or psychological condition

·         Requires a stretcher

·         Requires in-flight oxygen, portable oxygen concentrator (POC) or ventilator

·         Requires the use of battery-powered* medical equipment on board (except for CPAP) 

·         Requires a medical procedure during the flight (e.g. injections)


1.    How do I request a wheelchair?

If your customer needs a wheelchair, please let us know as soon as possible before your flight.

You can request a wheelchair from the following categories:

Ramp Wheelchair (WCHR): You require a wheelchair for long distances

Step Wheelchair (WCHS): You require a wheelchair for long distances and assistance with steps

Cabin Wheelchair (WCHC): You are completely immobile and require assistance to and from your seat onboard


Book a Ramp or Step Wheelchair through Manage my booking or call us to reserve a Cabin Wheelchair.

Guests can bring their own wheelchair for free in addition to their checked baggage allowance.


·         The height and weight of the wheelchair should not exceed 120cm and 60kg. Contact us if your wheelchair does not meet these dimensions.

·         Removable batteries must be placed in a protective pouch and carried in the cabin. The battery must not exceed 300WH. For devices fitted with two lithium batteries, each battery must not exceed 160WH.

·         Wet-cell batteries must be removed.

·         All Etihad Airways aircraft operating to and from the US have a priority space in the cabin for the stowage of one folding wheelchair. This space is available on a first come, first served basis.


2.    Am I allowed to take my Crutches on board my flight?

Assistive devices such as canes, crutches and foldable walkers are allowed in the cabin, but they must be securely stored before take-off and landing.


3.    Can I take my Guide dog with me in the flight?

No. Guide dogs are permitted in the cargo hold for free as part of checked baggage allowance, if they have the correct permits and documentation to travel.


4.    Are there any medical conditions that are unacceptable for Air Travel?

Yes. Please refer to MEDA policy. However, each individual case must be considered on its merits and is dependent on whether or not the guest is accompanied by a professional escort.


5.    How do I request a Medical Clearance?

You must complete and submit a MEDIF form.


6.    Where do I find the Medical Form?

Special Assistance Form is available of Etihad.com


7.    Where do I submit my Medical form?

Medical Forms should be submitted to the nearest Etihad Airways Office or your travel agent


8.    How long before my flight should I submit my request?

Medical request forms must be submitted at least 72 hours before the flight departure.


9.    What can I do if I need to travel within 72 hours?

You can arrange same-day clearance to fly with our fast-track onsite assessment. Our onsite physician will assess guests and determine whether they are fit to fly on the same day for a fee of; AED1,500 per visit in Abu Dhabi & AED2,000 per visit in Al Ain, Dubai and other locations outside of Abu Dhabi

Call +971 2 599 0000 or email MEDA@etihad.ae to book


10. Are medical devices allowed on board flights?

Please see details on medical assistance under More Help with Flying section  


11. Guest is carrying a nebulizer on board, is MEDA clearance required?

Nebulizers, feeding pump, BP monitoring mini device, glucometers, if guests will use the devices on board, YES clearance is required (EXCEPT GLUCOMETER)

You can find information on carrying nebulizers under medical assistance section


12. I have a valid Etihad Medical certificate however, but I changed the date of travel.

Etihad must be notified at least 48hrs prior to departure in case of any date/flight changes to update your booking with the required information.

In case within 48hrs we will still try to accommodate the request, however we cannot guarantee approval ,especially if there was a change on the guest’ medical condition then EY Doctor will require to review the request again for approval.


13. I have filled and secured my medical clearance for my outbound flight. Do I need to do it for my return journey?

YES – The Medical form should be filled and medical clearance processed for the return journey.


14. For how long will the Diagnosis Report from my doctor be considered valid?

All reports issued from your treating physician must be within 14 days of your flight.


15. How long does it take for an oxygen request to be confirmed?

A request for oxygen should be submitted at least 48hrs prior to departure (less than 48hrs submission is subject to confirmation/rejection by the technical department who provides the service).

Guests with specific conditions require medical clearance before flying. We will do our best to assist and provide them with the support that they need. Read more here.

During the first 28 weeks of pregnancy, mothers expecting one or multiple children can travel without a medical certificate.

Please read the travel guidelines for women who are over 28 weeks’ pregnant here.

MEDIF (Medical Information for Fitness to Travel or Special Assistance) forms must be submitted at least 72 hours before the departure of the flight, along with the latest medical report from the treating physician in English. The report should be issued no more than 10 days before the date of travel.

Download the MEDIF form here.

Read more here.

We want our guests to feel comfortable when they travel. If guests require any type of special service – whether for Unaccompanied Minors, expectant mothers, a special meal or a medical requirement – we are here to help.


Read more here.

On ground and airport services

Your guests can obtain a Tourist or Transit Visa to visit the UAE. Some guests will need to arrange their visa before travel, and other guests will receive a visa on arrival.

It is very important that guests have the correct documentation to enter the UAE.

Read more here.

If the flight or a segment of the journey is operated by one of our partner airlines, guests won't be able to check in online. They can only check in at the airport.

No, guests won't be able to check in online if the following special services are added onto their booking:

  • Bassinet
  • Wheelchair

Please inform guests with these requests on their booking to check in at the airport.

Yes. Our Airport Transfer service is available to all guests, irrespective of booking class, across our global network (except for the UAE), through our partner Conxxe. Guests can even earn Etihad Guest Miles when they book through us.

Book now.

The Etihad Chauffeur service must be booked at least 24 hours before travel. The service will not be confirmed for bookings made within 24 hours, and cannot be arranged for guests on arrival into the airport without a prior booking.


Note: Due to COVID-19 restrictions, our lounges in Abu Dhabi are closed. We will reopen them as soon as we can. 


All guests are welcome to access our lounges at Abu Dhabi airport. Guests travelling in The Residence, First Class and Business Class can enjoy our lounges on a complimentary basis. Economy Class guests can also access our lounges for a small fee.

In addition, Etihad Guest Silver, Gold and Gold Elite members can access some lounges. Restrictions apply.

Learn more here.

If your guest’s flight is operated by Etihad Airways (not a partner airline), they can check in online from 30 hours up to one hour before departure at etihad.com.

The Etihad Meet & Greet Service ensures an effortless and hassle-free experience exclusively for Etihad Airways guests at Abu Dhabi International Airport.

You can book it for your special guests, such as family, friends and business clients. Packages are available for arrival, transit and departure.

Book online with a credit card at least 48 hours ahead of arrival. Bookings made within 48 hours will not be accepted. Terms & Conditions apply. Book Now

Read more here.

The maximum transit time permitted in Abu Dhabi has been extended to 6hrs.

The United States Customs and Border Protection (CBP) facility at Terminal 3 in Abu Dhabi Airport is a purpose-built facility that allows US-bound passengers to undertake all immigration, customs and agriculture inspections in Abu Dhabi before departure.

Guests flying to all US destinations must use the CBP facility at Abu Dhabi International Airport.

Read more here.

Etihad is the only airline in the region to offer a US immigration facility within Abu Dhabi Airport. This means that guests flying to the US will complete US immigration checks before they fly, not after landing.


They will then arrive into the US domestic terminal and skip international immigration queues.


It’s important to tell your guests:


  • Check-in for Etihad flights to the US closes two hours before the flight, so they must arrive at the airport in plenty of time.
  • All guests must go through the US Immigration facility, located near gates 58 – 61 in Terminal 3, no later than 60 minutes before the flight. If guests are late to report to the US Immigration facility, they may be denied boarding.
  • Guests must check all the restricted and prohibited items that they can bring into the US before they pack.
  • Guests’ date of entry into the US on their passport will be the date they depart from Abu Dhabi, and not the date they arrive in the US.
  • Baggage will be sent to guests’ final destination in the US.

On the day of the flight, guests should arrive at the airport early to give themselves plenty of time to complete the necessary checks and procedures. Check-in usually opens three hours before departure.

It is the guest’s responsibility to hold valid travel documents and know the visa requirements of the country they are travelling to. For further clarification, they can contact the local embassy or consulate of their destination country.

For UAE visa information, we have partnered with TT services to provide you with convenient visa services.

Read more here.

All First and Business Class guests can enjoy the convenience of our Etihad Chauffeur service to and from Abu Dhabi International Airport, to and from anywhere in the UAE.

Guests travelling in The Residence receive free Chauffeur pick-ups and drop-offs at all A380 destinations globally.


Effective 14th November 2019, Gold and Platinum tier guests travelling on Redemption First & Business (O, I) bookings will be eligible for Complimentary Etihad Chauffeur Service within the UAE for one way.


Effective 04 December 2019, guests who purchase tickets in first or business class on other airline ticket stock (non 607) travelling on Etihad Airways operated flights will no longer be eligible for complimentary chauffeur service.


  • All chauffeur requests made before 04 December will be honored, and any bookings made after 04 December will not be eligible for the service
  • If a guest makes a date change to their ticket, chauffeur eligibility will be based on the reissuance date 


Book now.

Etihad Airways Economy guests can use our inter-emirate Etihad Express coach services to Dubai and Al Ain when arriving or departing from Abu Dhabi International Airport.

Book now.

SuperSeller FAQs

We cannot retroactive miles with SuperSeller. Please note that it is clearly mentioned in the SuperSeller Terms and Conditions to insert APIN at least 24hrs before the flight in order to earn miles.

Yes, you can convert your miles to cash via Etihad Reward Card.

No, you will only earn SuperSeller miles for Etihad segments.

Yes, you will earn miles on all fares. See the details here.

No, you should only have one SuperSeller membership number to maximise the benefits.

Yes, you can redeem miles for air tickets on Etihad-operated flights and also for flights with our partner airlines.

No, miles cannot be transferred from one SuperSeller account to another SuperSeller/Etihad Guest account.

You can check the number of miles you have earned by logging into the Etihad Guest website. Simply enter your SuperSeller membership number (APIN) in the Username/EtihadGuest number field in the login box.

For more information, please check the SuperSeller course in the Etihad Academy on how to enrol, earn and redeem miles.

 You have many options to choose from to redeem your miles, check out etihadguest.com – Spend Miles.

For all SuperSeller queries, please contact SuperSellerSupport@etihad.ae or your local helpdesk.

Your miles are valid for 18 months, though this will be extended by 18 months after any eligible miles transaction, including earning and spending miles. You can only extend your miles balance once per month and by a maximum period of 18 months.

This applies to members who have spent or earn miles after 1 February 2019. For members who have not spent or earn miles since 1 February 2019, miles will expire after two years from the date that they were earned. 

You will receive your membership number and password within 24 hours

Yes, please update primary IATA here.

If you moved jobs from IATA to NON IATA please contact us at supersellersupport@etihad.ae

1. Introduction

The Etihad SuperSeller programme Terms and Conditions apply to the relationship between Etihad Airways and Members of Etihad SuperSeller, and are intended to protect both our Members and Etihad Airways. The participation to the Etihad SuperSeller programme is subject to the present Terms and Conditions. These Terms and Conditions contain very important information about your rights and obligations, as well as limitations and exclusions that may apply to them. The definitions are set out at the end of these Terms and Conditions. These Terms and Conditions are effective as at the date of publication. It is your responsibility to read and understand the present Terms and Conditions before applying to Etihad SuperSeller programme.

2. Membership

2.1. Enrolment
2.1.1. Application to join Etihad SuperSeller programme deems acceptance of all Terms and Conditions of the said programme.
2.1.2. Subject to local laws, application to join the programme is open only to individuals who works at a registered Travel Agency with a valid IATA number, excluding any agency engaged in selling and arranging accommodations, tours, transportation and any other services connected to trips for travellers on an online platform (OTA or Online Travel Agency).
2.1.3. Membership to Etihad SuperSeller programme is not open to the agency or entity where the travel agent is employed, clubs, groups or any other entity. 
2.1.4. Membership to Etihad SuperSeller is not transferable.
2.1.5. To apply for membership to Etihad SuperSeller, the applying travel agent shall complete the Registration Form on http://agents.etihad.com/en/etihad-superseller/ and provide all mandatory details and thereafter complete the SuperSeller registration form.  
2.1.6. Each enrolment of an individual travel agent has to be submitted with a single email address i.e. two Members of the Etihad SuperSeller programme cannot share the same email address.
2.1.7. The Etihad SuperSeller membership will start on the date of submission of the Registration Form through the website.
2.1.8. Etihad Airways may accept or reject any application to join the Etihad SuperSeller programme at its sole discretion. If an application is subsequently rejected then any benefit that may have been accrued will be null and void.
2.1.9. It is the responsibility of the Etihad SuperSeller Member to ensure that appropriate care is taken of the Etihad SuperSeller account to prevent unauthorized access to the account.  
2.1.10. When you enrol into the Etihad Guest programme, you will either select a secure password, or one will be supplied to you. This password will be used to authenticate Etihad SuperSeller Members wishing to perform transactions via web.  
2.1.11. You should not disclose your password to any other person. Please make sure that your password is not written down or easily accessible. 
2.1.12. An individual cannot have more than one Etihad SuperSeller account but may maintain his own Etihad Guest Account. 
2.1.13. An Etihad SuperSeller account and an Etihad Guest account cannot be merged at any time.
2.1.14. Etihad Airways reserves the right to monitor and audit your membership and registration to the Etihad SuperSeller programme at any time to ensure compliance with the set terms & conditions. 
2.1.15. A Family Guest or a Family Head within the Etihad Guest programme may also hold an Etihad SuperSeller account at the same time.

2.2. Cancellation of Membership
2.2.1. You may at any time cancel your Etihad SuperSeller membership by providing written notice to Etihad Airways. Upon receipt of the notice, we will cancel the relevant membership and all Miles in your membership account will immediately expire from the date of cancellation. Accordingly, we would like you to carefully plan all cancellations to avoid any unintentional loss of accumulated Miles.
2.2.2. Etihad Airways reserves the right to cancel your membership in the event of any breach of the membership Terms & Conditions. Any Reward booking made either before or after the date of breach will be subject to review, and possible cancellation by Etihad Airways.    
2.2.3. After a period of thirty six (36) months of inactivity by you, Etihad Airways reserves the right to terminate your membership in the Etihad SuperSeller programme and to close your account without prior notice.
2.2.4. An Etihad Guest Account will be terminated and closed on notification of the death of the Member prior cancellation of all Miles credited on such account. 
2.2.5. If Etihad Airways terminates or cancels your Etihad SuperSeller membership, all Etihad Guest Miles on your account are deemed to have expired and will immediately be cancelled from your membership account without further notice.

2.3. Misuse and/or Fraud
2.3.1. Any misuse of Rewards, Service Benefits, or any other features and services provided to you as an Etihad SuperSeller Member will cause your account to be closed. Misuse constitutes the following but is not limited to:
    a) Engaging in any illegal or fraudulent activities.
    b) Giving misleading information to Etihad Airways representatives and/or partners.
    c) Selling, transferring and/or purchase of any flight or non-flight Rewards, Service Benefits or Etihad Guest Miles other than in accordance with the programme Terms and Conditions.
d) Refusing to follow instructions given by the Etihad Airways representatives in order to audit your account. 
2.3.2. Etihad Airways has the right to investigate your Etihad SuperSeller account. You will be notified if any investigation requires additional information and you will have fourteen (14) days to provide the information requested. During any investigation, you may not be able to use your account for any redemption activity.
2.3.3. Etihad Airways may choose to take legal action against any Member found to be misusing their Etihad SuperSeller account and/or engaging in any fraudulent activities.
2.3.4. Individuals must always act properly and under their own responsibilities in performing their jobs and responsibilities consistent with their employee policies, legal, professional and ethical obligations.

3. Personal Data Changes

3.1.1. You must provide Etihad Airways with a correct mailing address and email address (mandatory). If you change your mailing address/email address you should notify Etihad Airways via the programme website or in writing.
3.1.2. Change of name and/or date of birth must be supported by legal documentation.
3.1.3. From time to time, the data you have furnished to Etihad Airways may be used to bring you relevant and valuable offers from Etihad Guest Partners. If you have any objection regarding the use of your data, you may request that your data be not used for such purposes.
3.1.4. If more than one Etihad SuperSeller account number has been assigned to you in error or oversight, the accounts may be combined and the miles transferred to one single account, less any duplicated bonuses or miles from the same activity. The other accounts will then be terminated.

4. Etihad Guest Miles

4.1. Earning Etihad Guest Miles
4.1.1. As Member of Etihad SuperSeller programme you may earn Etihad Guest Miles from the day you enrol in the Etihad SuperSeller programme.
4.1.2. Etihad Guest Miles will be credited against the flown activity of your valued customers so long as your APIN number is quoted in the reservation at least 24 hours prior to the customers travel.
4.1.3. All mileage and subsequent Rewards will be earned according to the terms and conditions of the Etihad SuperSeller programme. The rate of earning will be sent out in a specified communication which will be issued from time to time.
4.1.4. Etihad Airways reserves the right to make promotional offers available based on flight activity, geographic location, programme participation or information supplied by the Member. 
4.1.5. Etihad Guest Miles will be issued only for qualifying flights actually flown by your customers. Details of qualifying flights will be issued regularly by Etihad Airways.
4.1.6. Only qualifying fares on Etihad Airways qualify for mileage credit. The following fare types will not qualify for mileage credit:- travel industry reduced rates, free or non revenue tickets, military or government tickets, charter flights, bus routes and any other fares that are from time to time declared by Etihad Airways to be ineligible for mileage credit. 
4.1.7. Travel booked only on Etihad Airways operated and marketed flights will qualify for mileage credit under the Etihad SuperSeller programme. 
4.1.8. Provided you have supplied the necessary information at least 24 hours prior to your guests travel, mileage will be credited within 7 days of the flight. 
4.1.9. Payments made for applicable taxes, fees and charges imposed by government or other authorities, or by the operator of an airport, shall not contribute to any miles accrual.
4.1.10. Etihad Guest Miles are valid for a two year period from the date of the activity for which they were earned. Unused Etihad Guest Miles will expire at the end of the validity period
4.1.11. Only the Etihad SuperSeller Member may authorize the deduction of miles or issue of Rewards from the Etihad SuperSeller account. 

4.2. Crediting Etihad Guest Miles
4.2.1. While Etihad Airways makes every attempt to provide accurate credit of mileage, it is a Member’s responsibility to ensure that the tracking is up-to-date.
4.2.2. Etihad Guest Miles are not transferable and cannot be combined with miles of any other Etihad SuperSeller or Etihad Guest Account.

4.3. Mileage Statements
4.3.1. Mileage statements will be issued periodically at the discretion of Etihad Airways. An Etihad SuperSeller Member can also view the account information online at its discretion.

4.4. Retroactive Mileage Claims
4.4.1. Retro credits for missing transaction/s on Etihad SuperSeller programme account will not be processed.

5. Redeeming Etihad Guest Miles

5.1. General Redemption rules
5.1.1. All Rewards available in the Etihad SuperSeller programme are as specified on our website, or as per the most recent communications issued. The Rewards are subject to the terms and conditions of each Reward provider, which can be Etihad Airways, Etihad Holidays, a partner airline or a third party Merchant.
5.1.2. All Rewards are subject to availability and the Reward providers’ restrictions in the Etihad Guest Reward Shop rules. The number of Etihad Guest Miles required for a Reward is subject to change. Etihad Guest may withdraw, replace or substitute Rewards at any time without notice.
5.1.3. Etihad SuperSeller Members may claim Rewards from the Reward Shop in accordance with the Etihad Guest Reward Shop Rules stated below either when an account has sufficient miles accumulated or they may contribute cash as part payment for Rewards as communicated by the most recent communications issued.
5.1.4. To the extent permitted by law Etihad Airways PJSC accepts no liability whatsoever in respect of any damage, death, delay, injury or loss arising out of or in connection with the services or Rewards supplied by Etihad Airways or an Etihad Guest Partner, or in connection with a refusal to supply a Reward by Etihad Airways or an Etihad Guest Partner. The Rewards supplied to a Member will be subject exclusively to the terms and conditions of the party supplying that Reward. Etihad Airways strongly recommends that you check the terms and conditions of Etihad Airways as appearing in the website.
5.1.5. All Terms and Conditions applicable to the Reward Shop as defined in the Etihad Guest programme are deemed applicable to the Etihad SuperSeller when redeeming miles.

5.2. Personal Information
5.2.1. The data collected through the Etihad SuperSeller programme is governed by Etihad Airways Privacy Policy which shall be deemed to be incorporated into these terms and conditions.  In order for Etihad Airways to process any Reward purchase transactions or other Reward redemptions via the Reward Shop, you will have to transmit certain personal information, including your name, home and email address, phone number and, if paid in cash, credit card information. You must agree that by providing such information you consent to Etihad Airways sharing certain of that information with third party providers solely as necessary to process and complete the required transaction. Etihad Airways will maintain the confidentiality of all your communications that contain personal information and are transmitted directly to Etihad Airways. Etihad Airways shall not be liable for any wrong personal information received or obtained from you.
5.2.2. By accessing and/or using the Reward Shop, you authorize Etihad Airways to treat any person using your information (even if such person is using such information without your authorization, due to theft, mistake or otherwise), and any resulting transactions, obligations or liabilities shall be attributed to you.
5.2.3. You further acknowledge and agree that by providing Etihad Guest with any personal or proprietary information, directly or indirectly through the Reward Shop or the Etihad Guest programme, you consent to the transmission of such personal or proprietary information over international borders as necessary for processing the relevant transactions in accordance with Etihad Guest standard business practices.

5.3. Limitation of Liability 
5.3.1. The information regarding Rewards and other services provided under Etihad SuperSeller on the Site or a linked Site may include inaccuracies or typographical errors, and Etihad Airways specifically disclaim any liability for such inaccuracies and errors. Other than as required under applicable laws, under no circumstance will Etihad Airways be liable for any loss or damage caused by the reliance by any Member, Administrator or Organisation on information obtained through the programme.
5.3.2. The Organisation agrees that Etihad Airways, its affiliates and any of their respective officers, directors, employers, or agents will not be liable, whether in contract, tort, strict liability or otherwise, for any indirect, punitive, special, consequential, incidental or indirect damages (including without limitation lost profits, cost of procuring substitute service or lost opportunity) arising out of or in connection with the use of Etihad SuperSeller, This limitation on liability includes, but is not limited to, the transmission of any virus which may infect your equipment, failure of mechanical or electronic equipment or communication lines, telephone or other interconnect problems, unauthorized access, theft, operator errors, strike or other labour problems or any force majeure. Etihad Airways cannot and do not guarantee continuous, uninterrupted or secure access to the Etihad SuperSeller Site.  
5.3.3. Etihad Airways reserves the right to seek all remedies available at law and in equity for any misuse of the Etihad SuperSeller Site or the Reward Shop and/or violations of these rules, including the right to block access from a particular Internet address to the Site and to exclude you from accessing the Site.

5.4. Copy Rights/Trade Marks
5.4.1. The trademarks, logos and service marks (collectively referred to as "Marks") displayed on the Site are the property of Etihad Airways. Usage of any Marks for any purpose is prohibited including, but not limited to, the use as metatags on other pages or sites on the World Wide Web without the written permission of Etihad Airways, or such other party which may own the Marks. It is prohibited to modify, copy, distribute, transmit, display, publish, sell, license, create derivative works or using any Content available on or through the Site for commercial or public purposes. 

5.5. Access to Password Protected/Secure Areas
5.5.1. Access to and use of password protected and/or secure areas of Etihad SuperSeller and the Reward Shop is restricted to the Etihad SuperSeller Members only. Unauthorized individuals attempting to access these areas of the Site or the Reward Shop may be subject to prosecution. You are responsible for maintaining the confidentiality of your personal information, including your account and password, and for restricting access to your computer to prevent unauthorized access to the Site and the Reward Shop. You agree to accept responsibility for all redemption and other activities that occur under your account or password. You should take all necessary steps to ensure that the password is kept confidential and secure and should inform Etihad Airways immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorized manner.

6. Representations and Warranties of SuperSeller Members

6.1. Consent
6.1.1. You represent and warrant that you have obtained consent from your employing Travel Agency to open a SuperSeller account with Etihad Airways and to participate in the SuperSeller programme during the course of your employment with the Travel Agency.

6.2. Taxes
6.2.1. You acknowledge and agree that you will be responsible for and will timely report and pay when due to the relevant governmental authority any Taxes or fees imposed on any Rewards, Service Benefits or other features and services provided to you in connection with your SuperSeller account. 
6.2.2. You agree to indemnify and hold harmless Etihad, its employees, agents, officers, directors, subsidiaries and affiliates, from and against: All Taxes arising or resulting from or otherwise relating to any Rewards, Service Benefits or other features and services provided to you in connection with your SuperSeller account; any penalties arising or resulting from your failure to timely report or pay when due to any relevant government authority Taxes imposed or assessed at any time on any Rewards, Services Benefits or other features and services provided to you in connection with your SuperSeller account; and Any loss resulting from the breach of any representation made by you as set forth in these Programme Terms and Conditions. 
6.2.3. “Taxes” for this purpose means all present and future taxes, levies, imports or duties (including, without limitation, value added taxes and stamp duties) whatsoever and whosesoever imposed.

7. Auditing

7.1.1. Etihad Airways reserves the right to audit any and all Etihad SuperSeller accounts in the programme at any time and without notice to the Member to ensure compliance with the programme rules and applicable conditions of carriage and/or tariffs.
7.1.2. In the event that an audit reveals discrepancies or violations, the processing of Rewards or statement of account may be delayed until the discrepancies are resolved to the satisfaction of Etihad Airways.

8. Termination or Changes to Etihad SuperSeller

8.1.1. Etihad Airways may change the SuperSeller rules in whole or in part, at any time without notice. However Etihad Airways will make all reasonable efforts to give you prior notice of the changes.
8.1.2. Etihad Airways has the right to terminate the Etihad SuperSeller programme at any time. Etihad Airways will make all reasonable efforts to give you prior notice of the termination.
8.1.3. Etihad Airways reserves the right to interpret and apply the policies and procedures communicated in these Terms and Conditions. All decisions by Etihad Airways shall be final and conclusive in each case. These Terms and Conditions supersede all previously published Terms and Conditions.
8.1.4. Etihad Airways in its sole judgment reserves the right to disqualify a Member from further participation in Etihad Super Seller programme and cancel all Etihad Guest Miles on the account and seek compensation for Rewards used if Etihad Airways deems the Member has engaged in a wilful misconduct or has breached any of the Terms and Conditions governing the programme including but not limited to: failure to follow Etihad SuperSeller policies and procedures, the sale or barter of Rewards or tickets, any misrepresentation of facts relating to the earning or redemption of Rewards or any other improper conduct as determined by Etihad Airways including but not limited to  infraction of the tariffs of Etihad Airways or any Etihad SuperSeller Partner airline participant in the programme, any untoward behaviour with reference to any Etihad Airways employee or refusal to honour Etihad Airways employees' instructions. 
8.1.5 At no time may Etihad Guest mileage credit or award tickets be purchased, sold or bartered. Any such mileage or tickets are void if transferred for cash or other consideration. Violators (including any passenger who uses a purchased or bartered award ticket) may be liable for damages. Use of award tickets that have been acquired by purchase or for any other consideration may result in the cancellation of the tickets or the passenger being denied boarding. If a trip has been started, any such travel will be at the passenger's expense on a full-fare basis. The passenger and the Member who violate these terms and conditions may also be liable to Etihad Airways for the cost of a full fare ticket for any segments flown on a sold or bartered ticket. Fraud, misrepresentation, abuse or violation of applicable rules (including, but not limited to Etihad’s conditions of carriage, tariffs and Etihad Guest programme rules) is subject to appropriate administrative and/or legal action by appropriate governmental authorities and Etihad Airways. Such action may include, without limitation, the forfeiture of all award tickets, and any accrued mileage in a Member's account, as well as cancellation of the account and the Member's future participation in the Etihad Guest programme. In addition, Etihad Airways reserves the right to take an appropriate legal action to recover damages, including its attorney fees incurred in prosecuting any lawsuit.

9. Law and Jurisdiction

9.1.1. These Terms and Conditions and the relationship between Etihad Airways and each Member are governed by UAE law as applied in the Emirate of Abu Dhabi. In joining the programme, you are agreeing to submit to the exclusive jurisdiction of the UAE.
9.1.2. If in any jurisdiction, the programme, the issue of miles or the redemption of any reward is unlawful, then to the extent that the laws of that jurisdiction are applicable, the issue or redemption of miles or rewards and any related documents are void.

10. Definitions

In the above Terms & Conditions, unless the context otherwise requires, 

a) "Etihad Airways" means the national airline of the United Arab Emirates established by Emiri Decree in the Emirate of Abu Dhabi and having its principal place of business at New Airport Road, P.O.Box 35566, Abu Dhabi, United Arab Emirates.

b) “Etihad Guest” means the programme developed and offered by Etihad Airways to reward its Members who frequently travel on Etihad Airways or with airlines that are Etihad Guest Partners and to reward Members using qualifying services/products of non-airline Etihad Guest Partners.

c) “Etihad SuperSeller” means the programme developed and offered by Etihad Airways to reward individual travel agents (bookers) who frequently book travellers on Etihad Airways, excluding Etihad Airways Partners.

d) “Travel Agency” means the organisations set forth in article 2.1.2, that acts as an intermediary between Etihad Airways and a Guest and/or Member.

e) “Member” means any guest of Etihad Airways who is also enrolled in the Etihad Guest programme or Etihad SuperSeller programme as maybe specified in the relevant context.

f) "Etihad Guest Partners" means an airline or a non-airline entity participating in the Etihad Guest programme whose qualifying services/products would earn Etihad Guest Miles, when purchased, as specified in the most recent Etihad Guest communications issued.

g) "Reward" means the benefit a Member acquires through the Etihad Guest programme by redeeming Etihad Guest Miles in accordance and as specified in the most recent Etihad Guest communications issued.

h) "Etihad Guest Miles" means all miles earned by travel on qualifying Etihad Airways flights, qualifying flights of Etihad Guest Partners and by purchasing their products and services in accordance with and as specified in the most recent Etihad Guest communication issued.

i) "Etihad Guest Services Centre" means any service unit identified in the Etihad Guest communications as fully authorized and equipped to provide the requisite range of services offered under the Etihad Guest programme.

j) “Family Membership” means a group membership set up as per the Terms and Conditions specified by the Etihad Guest programme having one Member nominated as the Family Head.

k) “Family Guest” means any Member belonging to a Family Membership, excluding the Family Head.

l) “Family Head” means the Member whose account is nominated to be credited with the Etihad Guest Miles of the associated Family Guests and with power and authority to transact on their behalf.

m) ““Reward Shop” means an online platform through which Etihad Airways makes available certain Rewards which Etihad Guest Members may redeem against Etihad Guest Miles in accordance with the following four redemption types: Buying, Donating, Raffle and Bidding as per Etihad Guest Reward Shop rules.

n) “Site” means the Etihad SuperSeller website that holds the registration and details on the programme. 

If there is an error in your statement, please check that your registered IATA number is the BOOKING IATA number. For NON IATA bookings, please make sure that you provided your PCC and GDS when you created your bookings. Superseller incentivized Booking Agent not the Ticketing Agent.

A TID (Travel Industry Designator Number) number is supplied by IATA, but the agency retains their NON IATA status.  An annual cost applies for a TID from IATA.

You will start to earn SuperSeller miles once the bookings you make in the GDS are flown.


For everything you need to know about PointsPay, please visit pointspay.com

Reward Shop related queries please contact  customersupport@loylogic.com

Reward Card related queries, please contact rewardcard.support@loylogic.com

All front line agents with IATA/TID numbers are welcome to apply for SuperSeller membership.

Starting 08 Aug 2017 we started incentivizing NON IATA with GDS and PCC.

Extras and add-ons

Economy Space seats are non-transferable and non-refundable.

We shall only refund payments for Economy Space seats in the following instances:

·         If we cancelled the flight

·         If the Economy Space seat is not available because of an aircraft change

If your guests buy their excess baggage online (up until 24 hours before departure) they can save up to 20% on airport rates.

Read more.

Economy Space seats are located in Economy exit rows, with extra legroom to stretch out. 

They are only offered on Etihad-operated flights and are not available on flights operated by our partner airlines.

The price of the seat is per person, per flight sector. In the event of aircraft type change, Etihad will aim to seat guests in similar seats. If Economy Space seats are not available, Etihad will refund the amount paid per person, per sector which cannot be accommodated.

We only assign Economy Space seats upon full payment of the fees and ticket fare. Payment for Economy Space seats will not earn any additional Etihad Guest Miles points.

Read more here.

Economy Space seats are subject to availability, terms & conditions, and other eligibility requirements.

Please view all requirements before making your purchase to ensure you meet all of the criteria.

View full eligibility requirements here.

Etihad Hub FAQs

For any Etihad Hub related queries, please fill out our Feedback form and leave us your email.  One of our team members will respond back to you.


Note: You will find the Feedback form towards the top, right of your homepage.

If you call our contact centre instead of using your GDS, you will be charged a US $50 service fee. However, if you cannot carry out the services through your GDS, the fee will not apply; examples of scenarios where the fee will not apply can be found here.