We've introducted new policies to give you and your guests more flexibility during this time.
Make sure your guests are up to date with the latest travel regulations around the world.
Booked on or before 31 October? Etihad credit lets guests cancel their bookings and use the value towards their next trip.
Here is everything you need to know about Advance Passenger Information System (APIS) and how to update it on the PNR.
It is mandatory for all commercial airlines on international flights to send guest and crew manifest data to the Advance Passenger Information System (APIS). APIS details must be updated prior to departure to avoid delay at the airport.
Etihad reservation offices, including contact centres, have to include the required Advance Passenger Information (API) in the Special Services Request (SSR) field at the time of creating a booking.
The three SSR elements used for this purpose are categorized as:
The above three SSRs should be passenger-associated (mandatory) and segment-associated (optional). Certain countries require all three pieces of information to be inserted in the travel record locator of the guest that enters or leaves the country.
Note: The name of the guest is auto-populated. However, you should ensure that there is a space between the first name and title to avoid a name mismatch between the reservation and travel documents.
Routes that require APIS information| DOCS:
For PEK: The 3 SSR elements of the API i.e. passport information (DOCS), destination address (DOCA) and visa information (DOCO) are mandatory.
For Japan: Authorities of Japan require APIS for all guests travelling to Nagoya (NGO) and Narita (NRT). Passport information (DOCS) is mandatory.
For Germany: DOCS SSR is mandatory and must be updated for all guests including infants travelling to Munich (MUC), Frankfurt (FRA) and Dusseldorf (DUS). Additional mandatory APIS data is required for nationals who require a visa to enter Germany. Incorrect or missing data may result in a fine of up to EUR 50,000.
For India: Passport information (DOCS) and visa information (DOCO) is mandatory.
Airpass is a flexible and convenient way to book flights to multiple destinations in one region. Combine and Etihad flights to Australia with up to 10 internal flights with Airpass.
Live animals (restrictions apply) can be transported on Etihad Airways in the following ways:
1) Pet in Cabin (PETC)
2) Animal as checked baggage in cargo hold (AVIH)
3) Manifested cargo
Only falcons are permitted to travel inside the cabin on any aircraft type.
Carrier and Country restrictions for the origin, destination and transit have to be checked before accepting the reservation for any kind of live animals.
1.1 Falcons in Cabin
Conditions of acceptance
Etihad Airways accepts the carriage of falcons in the passenger cabin for free on all types of aircraft, subject to the following conditions:
· Two falcons per guest (per seat) are permitted
· Three additional falcons can be carried for every extra seat paid for
· One falcon per guest (per seat) is permitted
· Two additional falcon may be carried for every extra seat paid for
1.2 Falcons in the hold
Guests are permitted to carry falcons as checked baggage. This costs USD 500 per cage on any route.
With an Extra Seat (EXST)
If a guest has more number of falcons than what is permitted, an extra seat must be booked. The charge per seat shall be the fare which would have been charged to an adult passenger occupying such a seat. This applies to all classes and charges shall depend on the number of seats, the class and sector of travel.
For one paid EXST two Falcons can be taken.
For one paid EXST one Falcon can be taken
The guest names must be entered as below. For the extra seat the last name (name field 1.1) must always be the actual guest’s name so leave it blank and the first name is FALCON EXST. If the process is not followed correctly it will cause problems at check-in.
Create a PNR for the handler and include additional seats in the same PNR.
Below SSRs have to be added to the booking associating to the mentioned name selection.
Name for EXST
Falcons hooded and certificate accompanied
Name of guest
Etihad Airways accepts the carriage of falcons and guide dogs in the cargo hold compartment provided that all the necessary health documents and important licenses have been obtained. All other pets are acceptable only as manifested cargo.
The cost to carry a falcon in the cargo hold is USD 500 per cage.
Guide dogs have to be imported into AUH as manifested cargo only, except from USA. However they may be exported as checked baggage free of charge.
Conditions of Carriage
Full details of exact container requirements are clearly set out in the IATA Live Animals Regulations manual (LAR section 4). Of particular importance are the restrictions on the size and amount of pets that can be loaded into a container. Specific instructions regarding these limitations are detailed in the IATA Live Animals Regulations manual (LAR) and must be enforced to prevent injury or fatalities to any animal.
For more detailed information refer to the Cargo Services Manual or contact the cargo department.
All animals other than the above mentioned, can be transported on Etihad Airways, only as manifested cargo. Guests have to contact Etihad Crystal Cargo minimum 4 working days prior to departure for the carriage of animals (other than Falcons and Guide dogs to lead the blind or deaf).
Cargo Contact (in UAE)
UAE (Toll Free): 8002535
For out stations: Contact local Etihad cargo offices
Blind and temporarily blind guests
Guests who are permanently blind are permitted to travel without obtaining medical clearance. Please let us know if your guest requires any specific assistance at the time of booking.
Guests who are temporarily blind are required to obtain medical clearance through MEDIF.
Please notify us of blind groups at least 48 hours in advance.
All reservations must be made through an Etihad Sales Office to create a PNR. Please make sure to add an SSR to the booking, select ‘BLND’ from the drop-down box and enter text as necessary, for instance, ‘UNACCOMPANIED’. Name and segment must be selected when you add the SSR.
Travelling with a guide dog
Guide dogs are permitted in the cargo hold for free as part of the checked baggage allowance. Always ensure that your guest has the correct permits and documentation for their pet to travel. Regulations may vary depending on the destination or country of departure, so it is always better to check well in advance.
Special assistance requests can be made through an SSR.
Human remains in an urn
Human remains in a coffin
Coffins are permitted on all Etihad Airways flights and routes, subject to the relevant documents being submitted. The accompanying guest or agent must contact Etihad Cargo to make all of the necessary arrangements.
· Death certificate
· Passport copy
· Contact number at both the origin and destination
· Confirmed ticket for the accompanying guest (if applicable)
· Flight details
For more information, please contact:
Etihad Cargo Customer Services
+971 2 599 0099
800 2535 (toll-free within the UAE)
Effective 04 December 2019, guests who purchase tickets in first or business class on other airline ticket stock (non 607) travelling on Etihad Airways operated flights will no longer be eligible for complimentary chauffeur service.
The Etihad Chauffeur service is not eligible for non-revalidated/non-reissued tickets.
Priority Access gives Economy guests the option to fast-track their airport experience with priority check-in and speeding boarding, as well as priority baggage when they land. Priority Access is available to purchase through our Global Contact Centres and travel agencies, or at the airport up to 90 minutes before their scheduled flight time. The ancillary will be available to purchase online in the future. Priority Access costs US $40 per person, no matter where passengers are flying to or from.
What is Priority Access?
Priority Access is available to purchase through our Global Contact Centres and travel agencies, or at the airport. An Electronic Miscellaneous Document (EMD) will be issued to fulfil the payment and the booking will be automatically updated.
During the first 28 weeks of pregnancy, guests do not need a medical certificate to fly, though we’d always recommend that they speak with their doctor before they travel.
From weeks 29 to 36, guests will require a medical certificate to fly, which they’ll have to present when they check in at the airport.
At the 37th week of pregnancy, guests will not be accepted to travel.
From weeks 29 to 32, guests will require a medical certificate to fly, which they’ll have to present when they check in at the airport.
At the 33rd week of pregnancy, guests will not be accepted to travel.
Medical certificates must be original and presented during check in at the airport. The certificate must state that the guest is fit to fly, whether the pregnancy is single or multiple, the number of weeks of pregnancy and Expected Delivery Date (EDD).
The medical certificate must be:
Extra Seat – Personal Comfort
For their comfort, guests are able to reserve an additional seat on board all Etihad Airways flights.
Extra Seat - Cabin Baggage
Guests may book an additional seat if they are travelling with cabin baggage that does not fit in the overhead storage locker.
Things to keep in mind
Terms and conditions
1. Large items, such as musical instruments, are accepted for carriage in the cabin
2. Cargo and mail are not permitted to be carried on passenger seats
3. Each item must not exceed the following dimensions:
Depth: 9” / 22cm
4. The maximum weight of such baggage must not exceed 75kg/165lbs per seat
5. All items must fit within the allocated seat area and not obstruct the aisle - large musical instruments may be placed on the cabin floor against the vacant seat and secured with an extension belt
6. Items must not obscure the view of any cabin signs such as seat belt or exit signs
7. All items should be packaged and/or covered to avoid possible injury to guests or crew
8. All items are subject to security clearance for carriage in the cabin
A group is defined as a party of 10 or more guests in Economy, six or more in Business and four or more in First. Infants are not included in the group size.
Group bookings must be created at an Etihad Sales office or via a dedicated group system, access to which has been provided by Etihad Airways. Travel agencies are not permitted to request groups in the GDS.
All guests should be booked together on the same flight(s)/ departure dates at the time of booking.
There are two major group types:
A party of 10 or more guests (excluding infants) traveling together on the same outbound and inbound flights and dates. This is a one-off movement for specific dates.
Minimum of 6 consecutive movements of a similar group size (minimum of 10 guests)
from the same agent, or, 200 guests from the same travel agent in a travel pattern, for instance, 10 guests every Tuesday over the travel period 1 March to 31 October.
Read more about group bookings
To know the instructions on how to do seating with Groups please view GDS entry to book Ancilliary Services and FOC seating Amadeus.
As per IATA Resolution 830d, from 1 June 2019 we require all travel agents to:
Special Service Requests (SSR)
IATA has provided SSRs designated for the purpose of capturing the above details in the booking as follows:
CTCE: Passenger contact email address
CTCM: Passenger contact mobile phone number
CTCR: Passenger contact refused
The following conditions must be met in order to comply with regulations in the Kingdom of Saudi Arabia during the Hajj:
Download our Hajj instructions for more information >
You need to apply the Indian Goods and Services Tax (GST) on fares, fees, ticket changes, refunds, and ancillaries connected to Indian tickets. Read everything you need to know here.
Corporate Travel Booking
If you’ve made a corporate travel booking directly with Etihad Airways and need a GST invoice for a business registered in India, please email firstname.lastname@example.org within 48 hours of making the booking.
We require the following information to issue the GST invoice:
· Booking reference
· Company full name
· Company’s Indian GST Identification Number (GSTIN)
· Company address in India (including State)
· Company email address to which the invoice should be issued
· Company telephone number
By providing the above information you confirm that the GST invoice relates to legitimately incurred travel expenses. The applicant and the entity mentioned in the details indemnify Etihad Airways from all costs incurred in the event that any of the details that have been provided are incomplete or incorrect.
Goods & Service Tax (GST) on ancillaries
Goods & Service Tax (GST) (K3) was implemented by the Indian government in 2017. It is an indirect tax levied on the supply of goods and services.
As of 6 January 2020, K3 will automatically be added to ancillaries when purchased through any of our global contact centres or travel agencies.
You will only have to manually calculate K3 in the following scenarios:
· The base value is updated manually (for instance, a miscellaneous EMD)
· EMD-A on partially flown tickets
Goods & Service Tax (GST) (K3) policy
· K3 is a percentage-based tax: 5% tax applies to Economy class segments and 12% to First and Business segments. For mixed class bookings, 12% tax will be charged. You can find more information here.
· When a journey originates from India, K3 is applicable to Associated EMDs (EMD-A) associated to any segment in the itinerary.
· For Standalone EMDs (EMD-S), K3 is applicable to ancillaries sold in India.
· There are certain ancillaries where K3 is not applicable. You can find more information here.
If a guest requests a longer connection between journeys, please add an ARNK between the segments. Adding the ARNK ensures the segments do not get cancelled during the re-accommodation process.
Guests requiring special assistance should complete a Special Service Request at least 48 hours before their flight.
Our crew are fully trained to assist guests with reduced mobility, hearing impairments or vision impairments, and we have a number of wheelchair options available. Please simply request assistance in advance to avoid delays at the airport.
Assistive devices such as canes, crutches and foldable walkers are allowed in the cabin, but they must be securely stored before take-off and landing. Cabin chairs are available on board all of our flights to assist non-ambulatory guests to move to and from the aircraft lavatory. The majority of our aircraft are also equipped with accessible lavatories. Electric wheelchairs must be dry-cell operated in order to meet our cabin safety requirements.
Guide dogs are permitted in the cargo hold for free as part of checked baggage allowance. All pets must have the correct permits and documentation to travel, and these regulations may vary from one destination to another.
Some conditions may require guests to seek medical clearance before flying.
Medical clearance is required if the guest:
· Suffers from any condition which is believed to be actively contagious
· Suffers from any condition that may be adversely affected by flying
· Is likely to be a hazard or a cause discomfort to other guests due to their physical or behavioural condition
· Is considered to be a potential hazard to the safety or punctuality of the flight
· Requires special assistance
· Has recently undergone major surgery
· Suffers from an unstable physical or psychological condition
· Requires a stretcher
· Requires in-flight oxygen, portable oxygen concentrator (POC) or ventilator
· Requires the use of battery-powered* medical equipment on board (except for CPAP)
· Requires a medical procedure during the flight (e.g. injections)
*Only dry-cell operated devices are accepted onboard
Before a guest receives medical clearance to fly, they must complete and submit a MEDIF (Medical Information for Fitness to Travel) form to the nearest Etihad Airways Ticketing Office or Contact Centre at least 72 hours before their flight. Incomplete forms will not be accepted for assessment. The MEDIF form must be submitted along with a recent medical report from their treating physician (in English). The medical report must have been issued within 14 days of travel.
Etihad Airways Medical Centre (EAMC) will determine whether a guest is fit to travel and will notify them if a separate MEDIF is required for the return journey. If approved, EAMC will issue a Medical Certificate through the respective Ticketing Office. Guests may be asked to present the certificate at any time during their journey.
Etihad Airways must be notified immediately of any changes prior to travel. In the event that the medical condition changes during the journey, guests will be required to obtain another MEDIF form to continue travelling.
You can arrange same-day clearance to fly with our fast-track onsite assessment. Our onsite physician will assess guests and determine whether they are fit to fly on the same day.
AED1,500 per visit in Abu Dhabi
AED2,000 per visit in Al Ain, Dubai and other locations outside of Abu Dhabi
Call +971 2 599 0000 or email MEDA@etihad.ae to book
Nurse On Board
Guests with a medical condition can fly with peace of mind thanks to our Nurse On Board service. Our fully-trained nurse will be on hand throughout the entire journey; they’ll ensure that all medical forms and documents are in place, assist with boarding and offer medical assistance during the flight.
Call +971 2 599 0000 or email MEDA@etihad.ae to book
Etihad Airways, the National Airline of the United Arab Emirates, invests substantial amounts of money to develop and bring to market innovative aviation products and services, including our award-winning airport lounges, cabin interiors, and inflight offerings. We recognize that our authorized travel agents and other travel partners (collectively “Trade Partners”) also contribute to Etihad Airways’ success by investing significant time, and effort in helping promote Etihad Airways to the traveling public and educate them about our airline. To facilitate this goal, Etihad Airways has established the Etihad Airways Territorial Minimum Advertised Price Policy (“MAP Policy”). The MAP Policy is a unilateral policy of Etihad Airways and does not constitute any express or implied agreement between Etihad Airways and any other party or entity. The MAP Policy applies to Trade Partners in the Territory, which is defined below. 
Under the MAP Policy, Trade Partners and other promoters and distributors of Etihad Airways products and services in the Territory may not advertise, promote, or publish to the general public any passenger fare or ticket distributed by Etihad Airways within the Territory for a price that is less than that the Etihad Airways Current Published Fare. The Etihad Airways Current Published Fare is the fare distributed by Etihad Airways and displayed in the applicable global distribution system(s) (“GDS”), including all applicable taxes, charges, surcharges, and/or other fees displayed in the applicable GDS(s).
The MAP Policy applies to all advertisements by Trade Partners that include any Etihad Airways passenger fares in any media, including but not limited to flyers, posters, Internet sites, metasearch sites or other electronic formats, social media sites, newspapers, magazines, catalogues, television, radio, and public signage.
Etihad Airways, at its sole discretion, reserves the right to discontinue doing business with and/or terminating inventory access to any Travel Partner or other party that violates Etihad’s MAP Policy. Etihad Airways will enforce MAP Policy at its sole discretion and without notice. Trade Partners have no right to enforce the MAP Policy – it is a unilateral policy of Etihad Airways.
 As of this update, the Territory consists of the United States, Canada, Republic of South Africa, United Arab Emirates, Saudi Arabia, Oman, Kuwait, Bahrain, India, Philippines, Thailand, Egypt, Singapore, Pakistan, Malaysia, and Hong Kong SAR (China).
Etihad Airways launched combinable First (F), Business (J) and Economy (Y) fares for all point of sales across the Etihad network on 14 November, 2019.
01 O DMM EY 322J 25NOV 1015A JLRTSA/JF
02 X AUH EY 204J 25NOV 225P JLRTSA/JF
03 O BOM EY 203Y 20DEC 910P JLRTSA/JF
04 X AUH EY 323J 21DEC 210A JLRTSA/JF
Here’s what you need to know about Multiflyer tickets:
· Multiflyer tickets offer guests multiple passes for approved fares in a given market
· For Economy Multiflyer bookings, use RBD “M”
· For Business Multiflyer bookings, use RBD “D
· Agents are permitted to upsell a Multiflyer ticket issued in Business to “C” and “J”
· Open-dated segments are not permitted
· Guests can make as many changes as they need to up until the end of the travel validity period
· Multiflyer tickets are non-refundable.
· A fuel surcharge fee (YQ) is included in the fare
· All other taxes must be charged according to the selected route
· Normal fare rules apply
· If a guest uses a flight segment out of sequence, the previous segment(s) will be forfeited and a new ticket must be reissued with the remaining coupons
· Upgrades are not permitted on Multiflyer tickets
It is very important to record name information accurately, due to increasing Governmental requirements concerning Passenger Data. Ideally, the recorded name should match that in an official travel document, e.g. a passport. As this may not always be possible, please follow these guidelines:
EXPLANATION & FORMAT
Enter the surname in the last name field and the given names (first and middle) in the first name field followed by the title.
When you have a hyphenated surname, an apostrophe in the surname or a double surname, delete the hyphen and apostrophe and replace with a space while entering the surname name in the last name field.
E.g. JAMES ROBERT BRYCE-BUCHANAN as BRYCE BUCHANAN/JAMES ROBERT MR
Single Letter Family Name
When you have a single letter as the surname, double the single letter and update in the last name field followed by the given names and title. The Etihad system inhibits the surname only when the single letter is I, Z, B and C as these letters are used for infant, stretcher, block space groups and corporate group bookings respectively.
E.g. MISS SMITH Y as YY/SMITH MISS
When creating a booking and names are an exact match, add middle names and/or different titles (if applicable) to make them unique. Otherwise you should create a separate booking.
E.g. SINGH/JITENDER MR and SINGH/JITENDER PAL
When the surname is not available, update the name using one of the following formats:
· Enter the given name in the last name field and enter the given name as FNU (First Name Unknown) followed by the title. LNU must not be used in the name field. Update the name on the booking as HABEEB MOHAMMAD/FNU MR
· Enter the given name(s) in the last name field and add a title in the first name field is accepted by Etihad Airways. E.g. HABEEB MOHAMMED/MR
No Given/First Name
When the given names (first and middle) are not available:
· Enter the surname in the last name field and update the given name as FNU followed by the title of the guest. E.g. JACK/FNU MRS
· Enter the the given name in the last name field, and update the title in the first name field. E.g. SMITH/MRS
To accommodate name suffixes (such as Junior, Senior or III) add the suffix to the surname in the last name field followed by the given name and title in the first name field.
E.g. MR.JOHN OLSEN JR. as OLSEN JR/JOHN MR
Etihad reservation system accepts only up to 28 characters in each name filed (first name/ last name). When the name is longer or when there is insufficient space on the ticket, add as many names as possible from the first name and surnames on the passport and omit the rest. However travel docs (SSR DOCS) must be updated with full names.
E.g. if the last name is AMARASINGHE ARACHCHIGE and the first name is SAMINTHA NIRMANI PERERA, update the name on PNR and ticket as AMARSINGHE/SAMINTHA MR
Full Name on one line
If the full name is in one line on the passport, check the name on MRZ. MRZ refers to Machine Readable Zone, at the bottom of the identity page at the beginning of a passport.
E.g. If the full name on the passport is AHMED MAGED MAHMOUD ELSAYED SHAHIN and the MRZ is P<EGYSHAHIN<<AHMED<MAGED<MAHMOUD<ELSAYED<<<<
where, P indicates the type of document (Passport)
EGY indicates the country code
SHAHIN is the surname (surname always follows the country code without any space or separators)
AHMED<MAGED<MAHMOUD<ELSAYED is the first name and subsequent names
Update the name on the booking as SHAHIN/AHMED MAGED MAHMOUD ELSAYED MR
Name with special characters
While entering names with special characters e.g. umlauts, agents need to check the MRZ on the guest passport and enter the name accordingly.
If the surname is LÅÅS and the given names are GöRAN TONY BERTIL, and the MRZ is P<SWELAAAAS<<GOERAN<TONY<BERTIL
where, P indicates the type of document (Passport)
SWE indicates the country code
LAAAAS is the surname, Å is entered as AA
GOERAN<TONY<BERTIL are the given names where ö is entered as OE
Update the name on the booking as LAAAAS/GOERAN TONY BERTIL MR
If your guests are flying with us to or from Frankfurt, Munich, Dusseldorf or Paris-Charles de Gaulle, they can use our Rail & Fly service, in partnership with German rail company, Deutsche Bahn, and French rail company, SNCF.
How does Rail & Fly work?
1. Guests will receive an email with their flight e-ticket reference number and train confirmation number
2. When they arrive at the airport, guests must collect their baggage before making their way to the train station
3. Train ticket collection:
a. Deutsche Bahn: Tickets can be collected from a self-service kiosk at the train station or printed from www.accesrail.com/checkin - Tickets cannot be printed more than 72 hours in advance
b. SNCF: Tickets can be collected from the TGV AIR counter at the train station – Guests must present their e-ticket and a valid form of ID
4. Guests can take a Deutsche Bahn / SNCF train to any station in the corresponding rail network
The rail segment of the trip is only valid in conjunction with the flight segment
Find out more here.
The Air Passenger Protection Regulations in Canada requires children under the age of 14 years travelling to or from Canada to be seated in close proximity to their parent, guardian or tutor.
Guests are able to purchase seats together when they book their flight or for free when they check in online. We will also do our best to seat families together during check-in at the airport at no extra cost.
Note: Due to COVID-19 restrictions, our lounges in Abu Dhabi are closed. We will reopen them as soon as we can.
We’re pleased to offer STPC to all of our guests in First and Business, as well as Economy guests on certain routes. All guests must have a transit time of between 8 – 24 hours in Abu Dhabi. Guests are able to make use of the AEROTEL hotel in Abu Dhabi (either in or outside of the airport), or airport lounge if no accommodation is available.
Here’s everything you need to know:
Premium and Economy Guests
Make your STPC request by contacting your local EY office.
For tickets issued from 01 November 2018, stretcher guests will be charged the highest Y RBD EY one way sector level fare (YOW11) multiplied by the number of seats booked.
• GDS entry for a Stretcher Passenger
NUMBER OF SEATS
Below table provides the configuration and stretcher location along with the number of seats required on each aircraft type:
For assistance with any bookings or queries related to The Residence, please email the Travel Concierge at email@example.com or call +971 2 5990380.
Reservation policy for The Residence
Notes: You can process refunds by manually deducting the applicable refund penalty. Automated Exchanges and Refunds (AER) are not currently activated for this process. Please contact the VIP Concierge Desk for assistance.
Before a child’s 2nd birthday, they are classed as “infants”.
Each infant must be accompanied by one adult. Each adult is only allowed to accompany one infant.
This is a GCAA safety requirement.
It is possible for one guest to book tickets for more than one infant, however they must arrange for one adult per infant.
Bassinets are carried in limited quantities on Etihad aircraft and can accommodate infants up to a maximum weight of 11kgs (24lbs) on the day of travel. The infant must not exceed 11kg and must fit comfortably in the baby bassinet.
At the time of check-in, if the infant is found to be over 11kgs, the BSCT request will be removed and the guest will be advised. All guests with BSCT requests will be advised that cabin crew will check onboard to confirm the bassinet can be used safely.
Dimensions of a baby bassinet:
Note: Guests must request a bassinet at least 24 hours before departure. Click here to know more.
Please click here to know the GDS entries on how to add an infant after ticketing.
When children between 5 and 11 years of age travel alone, we call them “Unaccompanied Minors” (UM), and they are entitled to our UM service.
For an additional fee, you can request the UM service for children between 12 and 17 years of age. To request this service, parents or guardians must complete the online Unaccompanied Minors booking form.
Unaccompanied Minors (aged 5-11 years)
1. Children aged between 5 and 11 years old are considered to be Unaccompanied Minors (UM).
2. Our Unaccompanied Minor service is free for children aged 5 to 11 as long as they are booked on an adult fare, and the service has been pre-booked before arriving at the airport. If the service has not been arranged in advance, a fee will apply at the airport.
3. Occasionally, it may not be appropriate for children with special needs to travel unescorted if the level of care which they require exceeds that which our crew are able to provide. Cabin crew are not permitted to assist in the toilet, administer a guest's medication or feed guests.
4. The Unaccompanied Minor must be escorted to the airport and met on arrival by the parent or guardian mentioned on the UM form.
5. The parent or guardian must be present with the child at check-in and ensure that the child has all of the relevant forms and documents to travel alone. Check-in must be completed at least two hours before your child’s flight.
6. Unaccompanied Minors are permitted to travel on connecting flights operated by Etihad Airways, provided that the transit time does not exceed 8 hours.
7. Travel on itineraries involving other airlines is not permitted for Unaccompanied Minors. All flights must be operated by Etihad Airways.
8. Unaccompanied Minors with medical conditions shall be accepted after obtaining medical clearance from Etihad Airways Medical Centre (EAMC).
9. Unaccompanied Minors are not permitted to sit in emergency exit row seats.
10. Unaccompanied Minors travelling from Abu Dhabi are not eligible to be checked in from Abu Dhabi and Dubai city terminals.
11. Etihad Chauffeur and coach services are not provided to Unaccompanied Minors.
12. Unaccompanied Minors travelling in premium cabins (First or Business) or those eligible for lounge access via an Etihad Guest tier, may not be able to use the lounges in airports other than Abu Dhabi. If the lounge is not operated by Etihad Airways, we cannot guarantee supervision and the level of care, and therefore we may require the guest to report back to the check-in area at a nominated time and be escorted directly to the boarding gate, without lounge access.
13. The Unaccompanied Minors transit lounge located within terminal 3 is available for all originating and transferring Unaccompanied Minors via Abu Dhabi.
14. An Unaccompanied Minor form must be completed in full prior to travel on Etihad Airways operated flights.
15. At least one copy of the completed and signed Unaccompanied Minor form must be taken to the airport on the day of departure.
Accompanied Minors in different cabins
Children travelling with parents or guardians on the same flight but in different cabins (for instance, parents travelling in Business and children in Economy), will be considered as 'Accompanied Minors' and treated as 'Unaccompanied Minors' on board the aircraft.
1. The age criteria of our Unaccompanied Minors policy will apply
2. Accompanied Minors are permitted to travel on a child fare ticket
3. The parent or guardian must handle all travel documents for the Accompanied Minor
4. Guests are requested to limit their visits between cabins during the journey
Young Passengers (aged 12-17 years)
1. Young Passengers (YP) between the ages of 12 and 17 are able to travel unaccompanied.
2. Young Passengers may request our Unaccompanied Minor service for a fee. This service costs US $100 each way on direct flights or US $150 each way for journeys which involve connecting flights.
3. Young Passengers are permitted to travel on connecting flights operated by Etihad Airways, provided that the transit time does not exceed 8 hours. Travel on itineraries involving other airlines is not permitted for Unaccompanied Minors. All flights must be operated by Etihad Airways.
4. The Young Passengers Fee applies to all single journeys (inbound and outbound) and is non-refundable.
5. Occasionally it may not be appropriate for Young Passengers with special needs to travel unescorted if the level of care which they require exceeds that which our crew are able to provide. Cabin crew are not permitted to assist in the toilet, administer a guest's medication or feed guests.
6. Guests between the ages of 12 and 17 years are not permitted to escort an Unaccompanied Minor. However, legal parents below the age of 18 will be permitted to accompany infants or children with relevant identification.
With a range of options to enhance their journey, your guests can choose the experience they prefer at a price they can afford.
In Economy Class, your customer can pay for their choice of:
Encourage your customers to pre-book their extra baggage online, and save up to 20% on airport fees. To purchase excess baggage, click here.
Or customers can upgrade to Business or First, and enjoy great food, fully-flat beds or simply more privacy.
All customers can now access our lounges for a small fee, or organize our personalized Etihad Meet & Greet service to make their journey through the airport even more relaxing.
Here are GDS specific ancillary guides:
With immediate effect, bookings for seamen will no longer be required to be updated with an OK to Board (OTB) message.
OTB messages were discontinued in 2017 when UAE visa validation was activated on our Sabre check-in system.
Economy guests can use our Etihad Coach to travel between Dubai and Al Ain, when flying into or out of Abu Dhabi International Airport.
The city code for Al Ain Etihad Airways Coach has been changed from AAN to ZVH. This has been published on all GDS systems and will apply to coaches departing from 15 November onwards. The pickup/drop off location point remains unchanged.
The code AAN will be used solely for Al Ain International Airport.
This is a free service, but they must pre-book their seat. Book now.
We offer tailor-made fares, so every guest can make their choice of journey according to their needs. Whether they want to travel light, in luxury or even last-minute, our fares and benefits are flexible.
For details, please refer to the table.
Hand baggage only fares now available to more destinations
Our hand baggage only fares are now available to purchase on new routes across Europe, the Middle East, Asia Pacific and Indian Subcontinent.
The best value way to travel for guests who don’t need to take checked baggage, our hand baggage only fares are available on 26 point-to-point routes and more than 230 connecting routes, all with less than a six-hour flight time.
Find out more
Etihad is the only airline in the region to offer a US immigration facility within Abu Dhabi Airport. This means that guests flying to the US will complete US immigration checks before they fly, not after landing.
They will then arrive into the US domestic terminal and skip international immigration queues.
It’s important to tell your guests:
Please read further information here.
Once guests have cleared the US immigration facility, they are welcome to use our US Premium Lounge. Access is complimentary for First and Business Class guests, and available at a fee of AED 185 / US $50 for Economy Class guests
From 17 February 2019, UAE nationals are exempt from obtaining pre-entry visas to travel to Russia. Russian nationals are also exempt from obtaining pre-entry visas to visit the UAE.
Find more information about visas here
Is your customer unfamiliar with the local language or a first-time flyer? For total peace of mind, our Global Meet & Assist service can help with everything from baggage to boarding.
Powered by Fasttrack.aero, Global Meet & Assist is available before departure, on arrival or even during transport. Pick from a choice of packages including a dedicated host, use of our priority check-in counters, fast-track security clearance and lounge access – we can even arrange a premium car from the terminal to the plane.
The World Health Organization has designated the Covid-19 virus outbreak as a pandemic. In response to this issue, extensive measures have been introduced globally to help limit the spread of the virus. In line with this, Etihad Airways has introduced operational changes and commercial policies to support travellers.
COVID-19 (Coronavirus/Corona virus) related content
From 1 June 2019, changes will be made to the IATA Resolution 735d policy which governs Involuntary Change of Carrier, Routing, Class or Type of Fare. The main changes are:
Find details of the changes here.
Involuntary Flight Changes FAQ
Etihad Airways Commercial Waivers
1. Flight Disruption policy
2. Cancellation of 9W services
3. Flights to Sri Lanka
4. Winter 2019 Amman Frequency
5. EY statement on Airspace restrictions
6. Etihad Airways suspends flights to Khartoum
7. Etihad Airways recommences flights to Khartoum
8. Unrest in Beirut Waiver Policy
9. Date Change Waiver for Australia
10. Date Change Fee Waiver due to recent events in Iran
11. Date Change Waiver for Manila closure due to volcanic activity
12. Commercial Waiver for FlyBe (BE) service cancellation
13. Commercial Waiver for COVID-19 - Novel Coronavirus (Corona)
14. Etihad Credit
Click here for more details.
There are a number of reasons why you may need to update or change a name. For example, a guest has provided a different name to that shown on their passport, your guest has got married and changed their surname, or the spelling of their name was misunderstood by the booking agent.
a. For itineraries involving German rail (Deutsche Bahn) or French rail (SNCF), names can be corrected on the same booking. The ticket must be reissued.
b. For itineraries involving Virgin Australia (VA), Air Seychelles (HM) and both prime and codeshare flights marketed by Etihad Airways (607), names can be corrected on the same booking. The ticket must be reissued. Change requests are accepted up to 24 hours before the scheduled flight departure time. For any requests within 24 hours of departure, please create a new booking.
c. For itineraries involving any other airline, please create a new booking and reissue the ticket. Please refer to procedure section for more information.
As long as passport copies are provided, the following name changes are permitted:
a) Genuine typing errors (up to three characters)
Example: TOM/JIRRY MR TO TOM/JERRY MR
b) Title aendments
Example: TOM/MARY MR to TOM/MARY MRS
c) Maiden name to married name (or vice versa)
Example: JOHN/MARY MS TO JACK/MARY MRS
d) Juxtaposing of surname/first name
Example: MARY/TOM MRS to TOM/MARY MRS
e) Shortened/nick name to full name
Example: ALSHAMSI/MOHD MR to ALSHAMSI/MOHAMMED MR
f) Addition of middle name*
Example: BROWN/JOHN MR to BROWN/JOHN PAUL MR
g) Addition of surname*
Example: PAUL/JOHN MR to BROWN/JOHN PAUL MR
h) Complete/partial name change for the same guest with proof from authorities (e.g. Deed Poll)
Example: GEORGE/PAUL MR to DANIEL/JACK MR
*Both surname and middle names should be present in the passport
1. Contact Etihad to make the name correction – make sure that you have the applicable documents.
2. Where fees apply, make the payment in cash or by credit card. You may also issue an Electronic Miscellaneous Document (EMD) with RFISC 98J, stating the reason as Name Correction in the endorsement field.
3. Etihad will verify the documents and payment then correct the name on the booking. Once the name is corrected by Etihad, the new name will appear on your reservation system and you may reissue the ticket. This applies to itineraries involving Etihad Airways (607) tickets with Etihad-operated and marketed flights.
4. Reissue the ticket with endorsement showing “TKT REISSUED FOR NAME CORR”.
5. If there is a date change, a penalty fee will apply as per the fare rules.
6. If name corrections are made without an Electronic Miscellaneous Document (EMD), an Agent Debit Memo (ADM) of US $100* or equivalent will be raised against the booking/ticketing office/travel agency that has made the change (*AU $150 for point of sale Australia).
7. When a name correction is requested on an EY (607) ticket involving any other airline (OAL):
a) Create a new booking (PNR) with the correct name on available RBDs. Do not attempt to correct names on the original booking when other airline segments (except VA, HM and rail) are involved.
b) Travel agents must approach an EY ticketing office or Contact Centre to issue the EMD.
c) Reissue the original ticket with the correct name on the new PNR with the applicable fare difference (if any). Current fares must be used to reprice.
d) Cancel the old booking (PNR).
Date change penalties apply only if there is a change in the flight itinerary. Global service fees (if applicable) will be collected in addition to the name correction fee if there is a date change and the ticket is being reissued by Etihad Airways. Name corrections/changes on group bookings also require a fee of US $100.
Name correction and associated EMDs
When a name correction is made on a booking, the associated EMD will disassociate from the booking. Name corrections on the associated EMD should only be made by Etihad Airways. Etihad Airways must verify the EMD for name correction fees and reissue the VCR for the modified booking. Once the name is corrected, the EMD should be re-associated to the guest’s name.
A guest is considered a no-show if they fail to show up at the airport one hour before the scheduled departure time of their flight. All bookings must be cancelled, reissued or refunded at least one hour before the scheduled flight departure time to avoid a no-show.
From 13 June 2019, no-show guests are permitted to travel on their onward flight without any change in fare provided they inform Etihad Airways within 24 hours of the scheduled departure time of the unused flight.
Applicable for guests who have:
Guests must be travelling on tickets sold in Europe, Russia, the UK or the US through Etihad.com, ticket offices, Etihad Contact Centre or Travel Agencies.
If the departure time of the next flight is within 24 hours, please inform us at least two hours before the departure time of the next flight. Failure to do so will result in the remaining reservations being cancelled. If the guest wishes to rebook, subject to availability of seats, they will be charged the difference between the original ticket and the highest fare in the same class of travel, applicable to the modified itinerary at the time that the ticket is reissued. If the fare rules of the original ticket are more favourable to the guest, they will be applied.
Get in touch with Etihad.
Automated Refund (AER) allows the refund of sale documents such as paper tickets, Virtual Coupon Records (VCR), Miscellaneous Charges Order (MCO), Vouchers and Electronic Miscellaneous Document (EMD).
Below are the key points to check before you start the refund process:
For death cases, travel agencies have to raise an email request with the nearest Sales Office in the region along with a copy of the death certificate. Once the waiver is approved, a token number will be provided which must be updated along with the request for refund in BSP application by the travel agent.
For dates of return travel that fall beyond 331 days ahead.
Bookings on Etihad Airways can be made for flight departures up to 331 days in the future. In order to facilitate journeys which commence within this period but have onward/inbound dates that fall outside 331 days from the date of booking, Etihad Airways shall permit one date change free of charge to facilitate the actual onward/inbound return dates once those dates become available in the booking system.
The text below shall be added in the CAT16 rule data for such fares:
ONE DATE CHANGE PERMITTED FOC WHEN RETURN DATE OUT OF RANGE. RETURN DATE MUST BE SPECIFIED AT TIME OF ORIGINAL BOOKING. IF ORIGINAL RBD IS NOT AVAILABLE THEN ANY FARE DIFFERENCE SHALL APPLY.
Reservation and Ticketing Agents need to book the last available date in the system and add a remark in the PNR with the traveller’s return date agreed at the time of booking. The return date can be changed to the pre-notified date when it becomes available, within booking range and in the same RBD free of charge (FOC). Fare differences will apply if any other date is booked and/or the original RBD not used or available. You must advise the guest accordingly at the time of original booking.
From 1 October 2019, Etihad Airways will introduce a time limit on all travel agency booking that have been changed but not re-issued or revalidated.
If the flight number, routing or date of a ticketed booking change, we will automatically send an SSR notification to the person who made the booking, stating the time limit within which the ticket must be reissued or revalidated, in accordance with the fare rules.
If you do not reissue or revalidate the ticket within the requested time limit, the booking will be cancelled.
The time limit to reissue or revalidate tickets is as follows:
30 days or more before departure
7 days after booking
7-29 days before departure
3 days after booking
3-6 days before departure
12 hours after booking
0-3 days before departure
4 hours after booking
This document aims to explain the definition of validity of a Virtual Coupon Record (VCR), or ticket.
Except as otherwise provided in the Virtual Coupon Record (VCR) or in applicable fare rules (which may limit the validity of a ticket, in which case the limitation will be shown on the ticket), a VCR, or ticket, is valid for:
1) One year from the date of issue of the original ticket, if completely unused. For instance, if a guest issues a return ticket on 29 March 2016, they must commence their outbound travel before 29 March 2017.
2) One year from the date of first outbound travel provided the outbound travel has commenced within one year from the date of issue of the original VCR. For instance, if a ticket is issued on 29 March 2016 and the guest has travelled outbound on 29 March 2017, they must return before 27 March 2018.
3) Reissuance of a fully unused ticket does not change the validity: the validity of the original ticket applies. For instance, if a guest issues a return ticket on 29 March 2016, and reissues the ticket on 30 March 2016, they must commence their outbound travel before 29 March 2017 and return before 29 March 2018. The date of issue of the original ticket is always shown on the reissued ticket.
One-year validity shall mean one year from the date of issue or the date of commencement of travel, as applicable, to the corresponding date in the subsequent year (unless specified differently in fare rules).
In case the guest is denied boarding at the airport because they are deemed unfit for travel, then the below policy shall apply:
If, after having commenced carriage, a guest is prevented from travelling within the validity period of their ticket or VCR because of illness, the validity may be extended until the date when the guest becomes fit to travel or until the first flight after such date from the point where the journey is resumed, on which space is available in the class of service for which the fare has been paid. Such illness must be attested to by a medical certificate. When the flight coupons remaining in the VCR or ticket involve one or more stopovers, the validity may be extended for up to three months from the date shown on the certificate. In such circumstances, we will similarly extend the period of validity of tickets of other members of immediate family accompanying the guest.
In the event of death of a guest en-route, the tickets of accompanying guests may be modified by Etihad Airways either by waiving the minimum stay or extending the validity. In the event of a death in the immediate family of a guest who has commenced carriage, the validity of the VCR or ticket and those of the immediate family* who are accompanying the guest may likewise be modified. Any such modification shall be made upon receipt of a valid death certificate or other evidence satisfactory to Etihad Airways and any such extension of validity shall not be for a period longer than forty-five (45) days from the date of the death.
*Immediate family member - spouse, children (including adopted and religious children), parents, brothers, sisters, grandparents, grand-children, fathers-in-law, mothers-in-law, brothers-in-law, sisters-in-law, sons-in-law and daughters-in-law.
The 24 Hours Cooling-off Period policy now extends to Canada and all countries within the European Union.
The policy now applies to:
4) European Union (Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxemburg, Malta, Netherlands, Poland, Portugal, Romania Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom)
Applicable to new bookings only, the policy allows guests to change or cancel their booking without charge, subject to the following conditions:
o Etihad Airways office in an eligible country (US, India, Canada, EU)
o Travel agency in an eligible country (US, India, Canada, EU)
o Etihad Airways Contact Centre in an eligible country (US, India, Canada, EU)
o Etihad.com with an eligible country IP address (our eServices team will verify the IP address)
All fare rules have been updated to automatically apply the policy for cancellations within 24 hours. To reissue a ticket, the waiver must be applied manually.
Waiver code C24 must be used to indicate the override. For reissues, the code must be entered in the tour code box. For refunds, the code must be updated as a historical remark in the PNR.
Every guest must be made aware of Etihad’s 24-hour cooling off policy at the time of booking. Make sure to update the PNR with “Guest advised of 24 hour policy”.
Tickets can be changed without charge within 24 hours of being issued, so long as the ticket has been booked at least seven days in advance. You can make more than one change within 24 hours of the original ticket being issued.
Any difference in fare must be settled by the guest.
Cancelled tickets can be fully refunded within 24 hours of being issued, so long as the ticket has been booked at least seven days in advance.
Payments must be refunded to the original form of payment and processed within 24 hours.
Always enter the code C24 in:
Follow the below rules if you need to refund non-refundable taxes with C24:
Non-refundable after ticket issuance
Non-refundable after 30 days of ticket issuance. Can be refunded while applying C24
Non-refundable for non-refundable fares, but can be refunded while applying C24
Non-refundable, but can be refunded while using C24
Any Electronic Miscellaneous Document (EMD) issued for an ancillary service can be refunded provided the ancillary is issued with the ticket (on the same day).
If Global service Fee (GSF) was charged, it has to be refunded using the compensation voucher process.
Refunds may take at least seven working days to be credited.
Excessive and repeated booking and cancelling of space is often done to:
The above practices are strictly prohibited and will be invoiced on a per segment basis.
A travel services provider must not create impossible travel itineraries in a single booking.
It is not allowed to hold concurrent flights for the same travel period where it is not possible for the passenger to travel simultaneously.
Debit memos of US$ 10 per passenger per segment will then be raised against travel agencies found in violation.
You must adhere to all ticketing and fare rules, and ensure that the booking is either ticketed or cancelled before the expiry of the ticketing time limit.
Etihad Airways reserves the right to use an automatic programme to cancel segments when ticketing has not occurred within the ticketing time limit.
Please refer to the Ticket Time Limit Table.
Fictitious and speculative booking and ticket numbers
Holding on to Etihad Airways inventory until a passenger or ticketing opportunity arise increases the airline’s booking fees and reduces the availability of Etihad Airways products.
We ask for your cooperation in using the GDS only when it relates directly to a passenger’s request or intention to buy a ticket.
Creating segments, passive or active, or a combination of both, to meet GDS productivity agreements is a breach of standard industry procedures. This includes the ticketing of duplicate space from one GDS to another, to fulfill booking requirements and gain GDS incentives.
You must not make reservations with fictitious names or enter false ticket numbers. Bookings which contain fictitious names or ticket numbers will be screened. Once identified, bookings are subject to automatic cancellation and debit memos of US$ 10 per passenger per segment will then be raised against travel agencies found in violation.
When a reservation is affected by a schedule change, ticketing time limit action, flight cancellation or any other circumstance, Etihad Airways sends a notification directly to the original booking agent’s GDS queue. This notification communicates the change, directs the booking agent to accept the changes in the passenger name record (PNR) and removes the inactive segments.
Changes to itinerary segment status resulting in inactive segments require action at least 24 hours before departure. This includes cancelling ticketed or un-ticketed segments with a status code of UN, NO, HX, WK, WL, or WN.
It is not permitted to create bookings for testing or training purposes, or for itinerary pricing, using live inventory.
Pricing transactions are available for all pricing requirements. It is the responsibility of the agency to provide training to its personnel in order to foster the use of those transactions.
Once identified, such bookings are subject to automatic cancellation and debit memos of US$ 10 per passenger per segment will then be raised against travel agencies found in violation.
A note about booking
Etihad Airways shall have the right to audit all booking transactions to identify non-compliant booking practices, and reserves the right to issue invoices to recover excessive GDS cost wastage.
If the non-compliant activity is continued by a travel agent, Etihad Airways reserves the right to take additional action up to and including restricting that agency’s access through the specific GDS which was used by the agency to abuse Etihad Airways inventory.
It is expressly understood that the principles, rules, and instructions set forth above are in addition to the rights of each Carrier pursuant to the ARC ARA and the IATA Passenger Sales Agency Agreement (as may be amended from time to time).
Each agent’s concurrence with these principles, rules, and instructions shall occur by such agent’s continuing performance under the ARC ARA or the IATA Passenger Sales Agency Agreement.
Consequences for policy violations
Damages: Etihad Airways reserves the right to hold the travel service provider responsible and liable for any losses and damages due to violation of this policy by the relevant travel service providers.
Etihad addendum to the IATA PSAA and ARC Agreement
Your travel agency (“Agent”) has entered into the IATA Passenger Sales Agency Agreement (the “IATA PSAA”) or with respect to travel agency location(s) in the United States the Agent Reporting Agreement (the "ARC Agreement") whereby Agent has been appointed (“Agent’s Appointment”) to act as an agent for Etihad Airways (“Etihad”) in the sale of air transportation. Agent acknowledges and affirms that with effect from 01 January 2015, Agent's continued sale of Etihad’s products and services will evidence our mutual agreement that this Addendum shall constitute a clarification of the Agent’s responsibilities and duties under the IATA PSAA or ARC Agreement, as applicable. To the extent that Agent engages employee, sub-agents, services vendors or other third party contractors to support Agent’s activities within the scope of the Agent’s Appointment, Agent will be responsible to Etihad for their full compliance with this Addendum. The terms and conditions of this Addendum apply to all the tickets issued using Etihad’s ticket stock.
Etihad may independently review any of Agent's locations, including those under Agent’s common control that are accredited by ARC or IATA (the "Agency Locations"). The review may include on-site inspection of any Agency Location to determine that Agent's operations comply with Etihad's requirements for its agents in the sale of Etihad products and services. Without limitation, and in its sole discretion and at any time, Etihad may, upon written notice to Agent, suspend or limit the Agent’s Appointment, including immediately terminating the appointment of any Agency Location or Agent's Appointment. If any Agency Location is terminated, Agent may not act in any agency capacity for the sale of Etihad’s products and services from the terminated location. If Agent's Appointment is terminated, Agent may not act in any agency capacity whatsoever for the sale of Etihad’s products and services.
2. Compliance with Etihad’s Terms and Conditions
a) Proper Disclosure of Fares, Charges and Terms and Conditions: Agent advertising Etihad fares as available for purchase through agent must at all times include all applicable taxes, airport charges, and all other levies, charges and fees (“Required Fees”) that are known at the time of advertising. Any Required Fees communicated to the Agent by Etihad may not be altered by the Agent. Charges for optional products and services must be clearly presented as such, and should be applied only if the customer affirmatively elects to purchase such product or service (i.e. no pre-checked boxes for optional charges). Agents may not impose charges for services that Etihad provides to its customers without charge, such as online check-in. Agents also may not impose additional charges in addition to Etihad’s fees for any paid Etihad service, such as excess baggage. If the Agent collects a fee from the customer for the booking, such fee must be clearly disclosed as separate from Etihad’s fares and the Required Fees, in a way that makes it clear that the fee is being collected by the Agent and not Etihad (for example, labeled as “[Agency Name] Booking Fee”). The Agent may in no event impose service fees, discounts, or other fees for Etihad fares that are higher than those imposed by the agent on any other carrier’s fares. Agent must ensure that its systems, processes and sales practices accurately display and convey all information relating to Etihad's products and services as presented by Etihad. Agent's systems, processes and practices may automate a customer's preferences for air carrier, but must not otherwise involve any form of bias against Etihad's products and services, or alter the presentation of the information as provided by Etihad. All Etihad terms and conditions and applicable fare rules and restrictions must be communicated by the Agent to the customer prior to booking. Any additional terms and conditions imposed by the Agent must be clearly disclosed to the customer, in a way that makes it clear that such terms and conditions are not set or endorsed by Etihad. To ensure customers are provided accurate information, any description of Etihad’s product offering must include a link to source of the information on Etihad.com. This includes information about baggage fees, onboard product offering, seat maps, financial products and awards.
b) Prohibition of Abusive Booking Practices: Agent acknowledges that Space Churning, Duplicate, Impossible/Illogical Bookings and other Fraudulent, Fictitious, or Abusive Bookings, violate Etihad's Rules (See Etihad's ADM Policy for further information on other Fraudulent or Abusive Booking practices). Circumventing journey controls to obtain sold out inventory is also prohibited. Furthermore, since Etihad is not a participant in other carriers’ private agreements and since Etihad does not honour other airlines' discount codes, Agent agrees that other airlines' private or contracted fares or ticket designators may not be ticketed using Etihad’s ticket stock. Agent acknowledges that if it engages in these practices or sells or issues a ticket used for any of these purposes, Agent will be subject to (1) debit memos, (2) the suspension, limitation or termination of Agent's Appointment, and (3) other remedies available to Etihad.
c) Fraud and Misrepresentations: Agent will not engage in any fraudulent activity, including altering flight coupons for non-qualifying discount travel, backdating tickets, or selling no-cash-value coupons, discounts, or upgrades. Fraudulent activity also includes intentionally withholding or misrepresenting information regarding Etihad products and services, such as information regarding availability and pricing.
3. Use of Etihad's Identification Plate.
Etihad's validation plate is Etihad's sole property, and Agent will surrender it immediately upon demand by Etihad, ARC or IATA. Agent shall not issue electronic tickets or any other traffic documents for transportation on any airline that has refused to appoint, or has terminated its appointment of, Agent. Further, Agent will not issue tickets for transportation on Etihad on behalf of any other travel agency location for which Etihad has refused or terminated its appointment, including any of the Agency Locations. Agent will not use Etihad's validation to issue tickets for transportation on carriers that do not maintain a ticketing and baggage interline agreement with Etihad.
4. Etihad Data
a) Data Ownership: Agent acknowledges that Etihad content and data constitute Etihad's valuable property and that unauthorised distribution or remarketing of Etihad content and data is improper and unlawful. Such unauthorised distribution or remarketing of Etihad content and data would constitute, in part: (1) accessing etihad.com by the use of any automated or electronic devices commonly known in the Internet industry as robots or spiders, or by the use of other electronic search devices; (2) soliciting, facilitating, encouraging or agreeing to provide access to or otherwise remarket or redistribute, or take affirmative steps to allow or permit such access to, or remarketing or redistribution of, any Etihad content or data to any third party, through any process, including screen scraping, spiders, web "bots" or other device, software or system; (3) licensing, selling, or otherwise providing to any person or entity any software or other device that is capable of accessing Etihad content or data from any source; or (4) assisting, aiding, or abetting in any way the unauthorised access of etihad.com, or the distribution or display of Etihad data obtained or derived from etihad.com or any other website or any other source, by any third party. Agent shall not engage in any of the above examples, or any other unauthorised distribution or remarketing of Etihad content or data, without the prior written authorisation of Etihad. If Agent learns that any third party is accessing, distributing, or displaying Etihad content or data in any way obtained via Agent, including Agent's website, without Etihad's written authorisation, Agent shall promptly inform Etihad and take all commercially reasonable measures, including commercial, technological, or legal measures, to prevent the unauthorised access, display, or distribution of Etihad content or data.
b) Etihad’s Intellectual Property: Etihad grants Agent a limited, royalty free, non-transferable, non-exclusive permission to use certain Etihad intellectual property, specifically the trademarks “ETIHAD”, “ETIHAD AIRWAYS” (“Etihad Marks”) solely for the purpose of identifying Agent as an authorised agent of Etihad. In using the Etihad Marks, Agent agrees that Etihad owns the Etihad Marks, and that Agent will not harm the Etihad Marks or Etihad's ownership of the Etihad Marks or in any way contest or deny the validity of, or the right or title of Etihad in or to, the Etihad Marks. Agent acknowledges and understands that it has no right or permission to use the Etihad Marks for any purpose not expressly stated in these terms and conditions, and that any unauthorised use of the Etihad Marks will constitute an infringement of Etihad's rights. Agent understands that it has no right or permission pursuant to this Addendum to use any other intellectual property owned by Etihad or its affiliated entities. Agent further agrees that it will not purchase, use, or register any domain names or keywords or search terms that are identical or similar to, or contain (in whole or in part), any of the Etihad Marks.
c) Re-Distribution: Agent’s Appointment is for purposes of the Agent marketing and selling Etihad’s products and services directly to customers for those products and services. Agent’s Appointment is specific to Agent, and does not include any authority for Agent to act as an intermediary for further distribution of Etihad’s products and services via other intermediaries and sales agents. For example, Agent may not offer or distribute Etihad products and services as part of a service provided by Agent that is re-branded so that it appears to customers to be a search, booking or ticketing service from a third party or distribute, display or otherwise provide direct or indirect access to any Etihad Data (or any portion thereof) to any other party, including without limitation any Metasearch Site, or receive any referral, web page click-through or link from any Metasearch Site that is attributable to any Etihad fare in connection with any search result on the Metasearch Site. Agents also may not place or otherwise have any advertising link on any Metasearch Site in connection with any Etihad fare. A “Metasearch Site” is an Internet website that obtains fare data from various travel services companies, aggregates such fare data in response to user queries, and includes links to such other travel service companies for booking the selected itineraries. Any such re-distribution arrangement is only permitted pursuant to a separate agreement signed by authorised representatives of both Agent and Etihad. In addition, if Agent uses or works with a non-accredited entity in making a booking, then Agent acknowledges and agrees that Etihad reserves the right to reject the booking in Etihad’s sole discretion and that Agent nonetheless remains fully responsible to Etihad in all respects for any bookings made by third parties and ticketed via Agent’s Appointment.
5. Right to Inspect and Audit
Etihad shall have the right to enter any Agency Location upon reasonable notice to: (1) inspect Agent's books and records relating to air transportation sold on Etihad and to ensure Agent's compliance with the provisions of the IATA PSSA/ ARC Agreement and this Addendum; and (2) audit Agent's books and records to detect or establish Agent's abuse of, or failure to comply with, any of Etihad’s Rules concerning sale of travel on Etihad, Agency free and reduced rate travel, Agency Incentives, promotional or override programmes, or Agent ticket fraud. Agent agrees that Etihad may use information obtained from IATA or ARC to evaluate the credit-worthiness of Agent and Agent's employees and owners.
6. Agent Incentive, Promotional, and Override Programmes
Agent shall comply with Etihad’s rules and any specific contractual requirements concerning agency incentives, promotions, or overrides with Etihad in which Agent participates or has an interest. Failure to comply subjects Agent to (1) forfeiture and repayment to Etihad of all sums paid by Etihad to Agent or the value received by Agent, (2) termination of Agent's right to participate in or receive all or a part of any agency incentives, promotions, or overrides, and (3) termination of Agent's Appointment.
a) Prior Agreements. This Agreement supersedes any prior agreement or addendum between Etihad and Agent.
b) Waiver. Any waiver or modification of any of the terms of this Addendum must be in writing from Etihad. Etihad may amend or modify this Addendum at any time. Agent agrees that failure of or delay by Etihad to require strict performance or to enforce any provision of this Addendum, or a previous waiver or forbearance by Etihad, will in no way be construed as, or constitute, a continuing waiver by Etihad of any Rule or any provision of this Addendum.
APPLICABLE LAW. THE LAWS OF THE UNITED ARAB EMIRATES SHALL GOVERN ANY DISPUTES BETWEEN ETIHAD AND AGENT ARISING OUT OF THE IATA PSSA, ARC AGREEMENT OR THIS ADDENDUM. AGENT HEREBY SUBMITS AND CONSENTS TO THE NON-EXCLUSIVE JURISDICTION OF THE COURTS OF UNITED ARAB EMIRATES FOR ALL THESE DISPUTES.
Etihad Airways recognizes the Global Distribution System (GDS) as a valuable distribution channel, and as such, we currently participate in all major systems. As part of our participation, we pay incremental fees for travel agent bookings. Billable activity includes sell, cancel, waitlist, change, schedule change, etc.
This policy applies to all GDS subscribers including travel agents and any person or entity accessing Etihad Airways internal reservation system content via the Internet or any other electronic means. It is the responsibility of the GDS subscribers to ensure that all of its employees, agents and contractors in all of its locations, are familiar with this policy.
We hereby request all GDS subscribers to make every effort to comply with these policy guidelines.
1. Waiting lists
Travel Service providers must not repeatedly create waitlisted bookings, since these do not increase chances of confirming and result only in higher booking volumes and increased GDS fees for Etihad Airways.
Travel Service providers must ensure all waitlisted bookings are removed from the active PNR at least 24 hours prior to departure.
2. Passive bookings:
An acceptable passive segment is entered into a GDS for the purpose of ticketing. It must match an existing booking in Etihad Airways internal reservation system. The use of mismatched segments to issue tickets is strictly prohibited.
Industry standards require that passive segments be used “for the purpose of ticketing” only after a booking has been made in an airline inventory system. Etihad Airways does not allow passive segments to be used for other reasons, including but not limited to:
If a passive segment is rejected by Etihad Airways, then the passive segment should be cancelled immediately by the agent in order to avoid unnecessary fees to Etihad Airways.
3. Married Segments:
Booking class inventory availability varies with specific Origin-Destination (O&D) cities. Connecting flight segments should be booked from a single availability display from point of origin to point of destination. Flight segments sold together are designated as “married segments” and must not be separated. Rebooking or cancelling any married segments must, at the same time, be applied to the connecting flight segment.
A PNR is considered a violation of married segment if:
Multi segment itineraries must be booked together in one transaction. All practices that manipulate the system to accept bookings made against the married segment logic are strictly prohibited.
3.1. Married segments procedure
3.2. Married segment abuse
If we find married segment abuse, we have the right to cancel the reservation for all unticketed bookings immediately. Ticketed bookings will be cancelled within 24 hours. The agency will be held responsible for any inconvenience caused to the guests, and an Agency Debit Memo (ADM) of US $200 per passenger in Economy or US $400 per passenger in First and Business will be raised.
4. Training/Test bookings:
Pricing transactions are available for all pricing requirements. It is the responsibility of the agency to provide training to its personnel in order to foster the use of those transactions.
Once identified, such bookings are subject to automatic cancellation and debit memos of US$ 10 per passenger per segment will then be raised against travel agencies found in violation.
5. Origin - Destination (O&D) availability abuse:
Point of Commencement for a given itinerary is determined by Point of Origin in the booking. Availability on a flight may differ from different point of commencement or journey board point. Booking should be created using the OD availability in sequence of journey. When a flight shows an “Availability Display” as part of a connection, the entire connection or travel option must be sold together.
A revised Married Segment Integrity policy will come into effect from 1 May 2020.
6. Abuse of Point of Commencement (POC)
All flights should be booked in the right sequence, as per the passenger’s intended journey. Bookings created solely with an intention to bypass Etihad inventory, for instance, to obtain seats in unavailable cabins, will be considered as a Point of Commencement violation. Unticketed bookings will be cancelled immediately, and ticketed bookings will be cancelled within 24 hours. The agency will be held responsible for any inconvenience caused to the guests, and an Agency Debit Memo (ADM) of US $200 per passenger in Economy or US $400 per passenger in First and Business will be raised.
The following instances are considered POC abuse:
7. Invalid ticket on bookings (eticket validation):
Holding confirmed bookings with VOIDED/REFUNDED/FLOWN TICKET in live inventory is not permitted.
Invalid ticket numbers include restricted, used, refunded, voided or non–existent ticket numbers associated with confirmed segments in a booking. A valid ticket should be provided immediately or the booking needs to be cancelled if ticket is voided/refunded/flown. Once identified, such bookings are subject to automatic cancellation and ADMs of US$ 10 per passenger per segment, will then be raised against travel agencies found in violation.
8. Interline Ticketing
The Travel Service provider must not validate any ticket on Etihad Airways if the ticket contains a flight segment(s) on any other airlines unless the other airline is an Etihad interline partner and has a ticketing and baggage agreement with Etihad. In addition, any ticket validated on Etihad must contain at least one Etihad flight segment. A listing of Etihad’s interline partners is available via Travel Service provider’s GDS system. We permit stand-alone tickets only for our Partner Airlines where they are not present in local BSP.
B- Consequences for policy violations
Damages: Etihad Airways reserves the right to hold the Travel Service provider responsible and liable for any losses and damages due to violation of this policy by the relevant Travel Service providers.
ADMs will be processed through BSP/ARC and issued within 9 months of the final travel date, or the expiry date of the document when the final travel date cannot be established.
The minimum amount for the issuance of a single ADM is US$ 10 (or equivalent amount in local currency). Differences that are lower than this amount, related to more transactions of the same kind and with the same memo reason, may be included in one single ADM.
ADM Fee Structure applicable for GDS violation of policy
Charges (in US$)
Un-cancelled Inactive Segments
US $10 per passenger/per segment
ADM will be raised for the excessive churn cost amount
Duplicate segments on same bookings
Married Segment Control abuse
Origin - Destination (O&D) availability abuse
E-Ticket Validation (Invalid Ticket)
Effective from 19 November 2019, we’ve made some changes to the amount of time your guests have to pay for ancillaries, including seats and extra bags.
A Special Service Request (SSR) enables you to offer guests more choice on board. They include:
SSRs are subject to availability. Please review the full GDS list:
To improve our availability during peak travel periods, our Peak Ticketing Time Limit (TTL) rules for all cabins are:
These rules apply to all bookings created on or after 11 February 2019 and are based on the point of sale (POS) and origin/destination.
Etihad Airways is implementing Point of Commencement (POC) based availability. This will be rolled out across GDS systems in a number of phases.
Point of Commencement (POC) uses the starting point of the journey for evaluation. Currently, availability is based on the Point of Sale (POS, O&D) meaning that availability of may differ from POS to POS.
POC will show availability irrespective of physical location, so everyone in the world will get the same availability for a given itinerary.
From March 2019, availability for bookings made through Worldspan and Apollo (1P, 1V) will be based on the customer’s journey starting point – Point of Commencement – for all travel agents.
This will mean that travellers will have the same availability across all of Etihad Airways’ booking channels (GDS, Web, Contact Centre).
What is Point of Commencement abuse?
All Etihad Airways bookings should be created in the right sequence, as per the passenger’s intended journey. Bookings created solely with an intention to bypass EY inventory, for instance to obtain seats in cabins that are not available at the time of booking, will be considered as a Point of Commencement violation. In this case, unticketed and ticketed bookings will be cancelled and an agency debit memo (ADM) will be raised.