Etihad Credit

Please follow these guidelines to help guests impacted by COVID-19.  Please refer to our Commercial Wavier policy for eligibility criteria. 

Immediate action:

1.    Cancel the guest’s booking.

2.    Inform the guest of the value of credit available.

3.    Ideally, keep the PNR live during the rebooking period to simplify the process. If not, create a new booking when the guest decides to travel again.

4.    The value of the ticket will be held in the GDS for future use.

This policy applies to all tickets that have been impacted by COVID-19 and were issued on or before 31 December 2020 for travel on or before 31 March 2021.

Option 1: Exchange ticket 

Option 2: Etihad Credit

Option 3: Refund ticket

Option 1: Exchange ticket

a) Reissue the ticket on or before 31 March 2021 to travel on or before 31 March 2021

• No change fee
• Rerouting within the same zone permitted
• No fare difference
• Rebooking/Reissue can only be postponed to any later date and not brought forward to an earlier date
• No show fee applies when the guest(s) books themselves on a flight which operates and is a no show

b) Reissue the ticket on or before 31 March 2021 to travel on or before 31 October 2021

• Unlimited free changes apply
• Fare difference to be collected
• Rerouting permitted within the EY network
• Rebooking/Reissue can only be postponed to any later date and not brought forward to an earlier date
• No show fee applies when the guest(s) books themselves on a flight which operates and is a no show

Option 2: Etihad Credit

Guest can contact booking agent, cancel his/her booking and advise when they are ready to travel again

• Reissue the ticket on or before 31 March 2021 to travel on or before 31 October 2021
• Unused value of the ticket is protected as ticket value plus bonus credit
• Unlimited free changes apply
• Fare difference to be collected
• Rerouting permitted within the EY network
• Rebooking/Reissue can only be postponed to any later date and not brought forward to an earlier date
• No show fee applies when the guest(s) books themselves on a flight which operates and is a no show

Etihad Credit FAQs

To exchange a ticket with Etihad Credit plus bonus credit:

1. Cancel the booking and keep it live by using ‘OTH’, ‘RU’ or equivalent entry with a future date such as 31 March 2021

2. When the guest is ready to rebook, book new flights – the new flights can be on original or different routing

3. Price the new flights with current fares, taxes, fees and surcharges

4. Convert the bonus credit value into your local currency

5. Compare total price of original ticket and new price

6. Deduct the bonus credit value from the additional collection amount (ADC)

7. Endorse the ticket with “INVOL REISSUE DUE COVID19 FLIGHT CANCELLATION”.

8. Tickets where the new price is equal to or lower than the original price are not eligible for the Etihad Credit bonus at the moment

9. EMDs issued for ancillaries can be reassociated to the new ticket after the ticket is reissued

Tickets reissued involuntarily must be endorsed with INVOL followed by the reason for reissue in the endorsement box (e.g. INVOL REISSUE DUE COVID19 FLIGHT CANCELLATION). Failure to do so will result in ADM (Agent Debit Memo).

More about Etihad Credit plus bonus credit

• Etihad Credit plus bonus credit applies to all Etihad Airways tickets (607) issued on or before  31 December 2020
• Credit is based on the original ticketed journey
• It is not possible to use automated reissue processes such as AER or ATC for this process – price should be manually stored
• Rebooking and reticketing should take place before 31 March 2021, for travel until 31 October 2021
• If the ADC is higher than the bonus credit value, reduce the ADC by the bonus credit value and collect the remainder of the ADC from the guest
• If the ADC required for the new ticket is less than the bonus credit value, the ADC should be reduced to zero – there is no residual carry over due to technical capability
• Normal fare rules are excluded, providing the booking and ticketing period shown here is followed
• No show fee applies when the guest(s) books themselves on a flight which operates and is a no show
• Policy applies to guests who have already cancelled their journey and hold their ticket as credit
• Bonus credits can be used only one time
• Tickets that have already been exchanged and are exchanged for a second time are eligible for bonus credit
• Tickets that have already been refunded cannot take advantage of bonus credit
• Not eligible for group bookings

Option 3: Refund

Refund without any penalty applies only if at least one of the Etihad Airways flights on the ticket were cancelled.

a) Refund any time

• Applicable for tickets purchased from travel agencies based in the following countries
  • Australia
  • Canada
  • USA
• Applicable for tickets with travel originating from the following countries
  • European Union (including Switzerland)
  • UK

• Only the value of the unused ticket portion and unused EMD will be refunded
• Refund without any penalty applies only if the flight was cancelled by EY, otherwise refund rules of the original ticket will apply
• Refund will be processed within 45 days of the request to the original form of payment

Guests are also entitled to a refund:  

• From 1 October 2020 refunds are permitted for all future bookings with an original travel date on or after 1 October 2020, where any of the flights on the booking have been cancelled.
• If a Guest tests positive following their COVID-19 PCR test or where travel is restricted by government regulations and the guest is unable to travel, they are entitled to a full refund.**

**If a guest tests positive for COVID-19 and they are unable to fly, to receive a refund they must present their positive COVID-19 PCR test result in line with country regulations, i.e the test must have been conducted 48-96 hours before their flight from an approved government facility.  If the guest is unable to travel due to government travel restrictions at their point of origin or destination as outlined at etihad.com/destinationguide, a refund can be requested a maximum of 14 days before departure. 

Travel agencies have to raise an email request with the nearest Sales Office in the region along with a copy of the positive result. Once the waiver is approved, a waiver code will be provided which must be updated along with the request for refund in BSP application by the travel agent.  

b) Refund after 12 months

• Applicable to travel originating from all other countries
• Request will be processed only after 12 months from the date of the first cancelled flight on the ticket
• If the flight was not cancelled by EY, refund rules of the original ticket will apply
• Applicable only to tickets with ‘OPEN’ status
• Only the value of the unused ticket portion and unused EMD will be refunded
• Refund will be processed within 45 days of the request to the original form of payment

From 25 August 2020, automated refunds through all Global Distribution Systems (GDS) will be re-activated. You’ll also be able to process refunds for e-tickets and EMDs through your GDS too. 

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