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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 before 31 March 2021, they can rebook their flight for free, or use the value of their ticket as credit towards their next trip. Tickets must have been issued before 31 December 2020 to be eligible. 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
If your guests know when they’d like to travel, they can change the date of their flight for free. Rebook their trip before 31 March 2021 and they can travel to any destination on our network before 31 October 2021. It’s free to change their trip and we’ll remove the fare difference if they travel within the same zone before 31 March 2021.
Re-routing and endorsement onto other airlines are not permitted.
Rerouting to an alternate EY gateway is permitted FOC within the zones based on the original origin/destination
Please ensure the PNR is updated with the remark "Invol change due COVID-19”.
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
We’ll reward your customers with up to US $400 when they opt for Etihad Credit. Simply cancel their existing booking and use the value towards their next flight. With Etihad Credit they can travel any time before 31 October 2021. Book by 31 March 2021.
Valid on all unused Etihad Airways tickets issued on or before 31 December 2020, for travel before 31 March 2021.
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
If a guest’s ticket was issued on/before 31 December 2020 a refund is permitted if the flight has been cancelled and has not operated. 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.
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.
Read more
Refund FAQs
How to calculate prorate refunds
Guests are also entitled to a 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.
“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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