Australia, Canada, EU, Switzerland, UK and USA COVID-19 Commercial Waiver

28 March 2021, 09:20 AM

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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 before 30 September 2021, 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

If your guests know when they’d like to travel, they can change the date of their flight for free. Rebook their trip before 30 September 2021 and they can travel within system range to any destination on our network. It's free to change their trip and we'll remove the fare difference if travel within the same RBD/ booking class/zone.

     

  • Change the flight date
  • Pick a new destination within a specified zone
  • No change fees apply
  • No fare difference for flights rebooked until 30 September 2021 within the same RBD / booking class and zone
  • Fare Difference to be collected for all other scenarios
  • Multiple changes permitted
  • 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. 

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 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).


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 reissue the ticket on or before 30 September 2021 to travel system range.

 

 

Valid on all unused Etihad Airways tickets for travel before 30 September 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

 

Please ensure the PNR is updated with the remark "Invol change due COVID-19”.

 

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).

 

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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