Etihad Hub News

Etihad Credit

27 July 2021, 12:00 PM

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 for travel on or before 31 March 2022.

 

Option 1: Exchange ticket 

Option 2: Etihad Credit

Option 3: Refund ticket

 

Option 1: Exchange ticket

Reissue the ticket on or before 31 March 2022 for travel within system range

 

Option 1a: Exchange ticket: Involuntary changes

 

Applies to Etihad flight cancellations, government-imposed capacity reductions leading to individual passenger cancellation and schedule changes where alternatives offered are not suitable.

 

Reissue the ticket on or before 31 March 2022 for travel within system range.

 

  • Unlimited free changes
  • No fare difference for tickets reissued in the same RBD or, if the original RBD is not available, the lowest available RBD in the same cabin
  • No change fees apply
  • Fare difference to be collected for all other scenarios
  • Rerouting within the same zone permitted
  • Ticket must be endorsed with "INVOL CHANGE DUE COVID 19
  • No show fee applies when the guest(s) books themselves on a flight which operates and is a no show
  • Re-routing and endorsement onto other airlines are not permitted
  • Group bookings are eligible for the standard credit only, additional credit does not apply

 

Option 1b: Exchange ticket: Voluntary changes

 

Reissue the ticket on or before 31 March 2022 for travel within system range.

 

  • Unlimited free changes
  • No fare difference for flights rebooked until 31 March 2022 within the same RBD / booking class and zone
  • No change fees apply
  • Fare difference to be collected for all other scenarios
  • Rerouting within the same zone permitted
  • Ticket must be endorsed with "CHANGE DUE COVID 19
  • No show fee applies when the guest(s) books themselves on a flight which operates and is a no show
  • Re-routing and endorsement onto other airlines are not permitted
  • Group bookings are eligible for the standard credit only, additional credit does not apply

 

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 2022 to travel within system range
  • 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
  • Ticket must be endorsed with "INVOL CHANGE DUE COVID 19
  • No show fee applies when the guest(s) books themselves on a flight which operates and is a no show
  • Re-routing and endorsement onto other airlines are not permitted
  • Group bookings are eligible for the standard credit only, additional credit does not apply

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 2022.

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).

 

 

 

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
  • No show fee applies when the guest(s) books themselves on a flight which operates and is a no show

 

Guests are also entitled to a refund:  

  • 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.  

Tickets refunded due to flight cancellations/misconnections must be endorsed with REFUND followed by the reason for refund in the endorsement box (e.g. REFUND DUE FLIGHT CANCELLATION/MISCONNECTION).

 

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
  • Only the value of the unused ticket portion and unused EMD will be refunded
  • No show fee applies when the guest(s) books themselves on a flight which operates and is a no show
  • Refund will be processed within 45 days of the request to the original form of payment
  • Refund must be processed through BSP Refund Application. Do not process refund through GDS when you are submitting the request for refund through BSP
  • Applicable only to tickets with ‘OPEN’ status
  • Update remarks "COVID INVOL refund after 12 months"

 

Automated refunds through all Global Distribution Systems (GDS) are activated. You’ll also be able to process refunds for e-tickets and EMDs through your GDS too.

 

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