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Note: This policy applies for guests impacted by COVID-19 situation.

 

Our Policy

We understand this is a difficult time, so we’re here to help make managing your guests’ travel plans as smooth as possible.

If your guests are scheduled to fly with Etihad Airways they can rebook their flight for free, or use the value of their ticket as credit towards their next trip. Standard Fare Rules apply.

Refunds are permitted for tickets and EMDs purchased from travel agencies based in the USA, Canada and Australia, and tickets with travel originating in the European Union (including UK and Switzerland), where any Etihad Airways flights on the ticket has been cancelled.

 

Rebook

 

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 May 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
• Involuntary rerouting permitted within EY network within the same travel zone without any fare difference 
• Fare difference to be collected for all other scenarios
• Ticket must be endorsed with "INVOL CHANGE DUE COVID 19”.  Failure to do so will result in ADM (Agent Debit Memo).
• 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 May 2022 for travel within system range.

 

• Unlimited free changes
• No fare difference for flights rebooked until 31 May 2022 within the same RBD / booking class
• No change fees apply
• For voluntary rerouting the fare difference must be collected for all scenarios
• Fare difference to be collected for all other scenarios
• Ticket must be endorsed with "CHANGE DUE COVID 19”.  Failure to do so will result in ADM (Agent Debit Memo).
• 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

Tickets that are held open without a future date will expire 24 months after the original date of issue. Our current COVID-19 commercial policy allows ticket validity to be extended after two years of date of issue but only if tickets have been reissued to a future date before they expire. To avoid the loss of value of a ticket, please ensure tickets are reissued to a future date before they expire.

 

Etihad Credit

Simply cancel their existing booking and use the value towards their next flight. With Etihad Credit they can reissue the ticket on or before 31 May 2022 to travel system range.

Applies to tickets with original travel dates on/before May 31, 2022 i.e., tickets issued/reissued after May 31, 2022 are subject to normal booking conditions

Guests will be entitled to a refund of their original fare if they do not use their Etihad Credit within 12 months of their first cancelled flight.

How does Etihad Credit work? View more

 

Refund

Refunds are permitted for tickets and EMDs purchased from travel agencies based in the USA, Canada and Australia, and tickets with travel originating in the European Union (including UK and Switzerland), where any Etihad Airways flights on the ticket has been cancelled.

 

For flights departing from all other destinations, if the ticket has been left open and not used within 12 months of the first cancelled flight, a refund will be permitted. This also applies to EMDs.

 

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.

 

Refund FAQs

How to calculate prorate refunds

 

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).

“Our updated policy also applies to Multiflyer bookings”

 

We’re closely monitoring the situation

We’re working closely with government and health authorities around the world to monitor the situation as it develops. We will only fly when we know it is safe for our guests, partners and teams to do so. 

To check restrictions that might affect your guests’ flights, please visit the IATA Travel Centre.

 

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