Canadian

Air Passenger

Protection

Standard notice
If you are denied boarding or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights please contact your air carrier or visit the Canadian Transportation Agency’s website.

Denied boarding
There are times when guests book seats on our flights, but decide not to travel without letting us know. We monitor flight bookings closely, and considering such guests who may not show up for the flight, we determine the number of tickets we make available for sale in respect of each flight. There ‎are a few occasions when we do not get this right, and this creates an overbooking ‎situation. ‎This does not include situations where a guest is refused carriage for safety, security or health reasons.
In all overbooking situations, we will actively ask all guests if they are willing to give up their seat in exchange for voluntary compensation, prior to denying boarding involuntarily.

If it becomes necessary to involuntarily deny boarding, the following guests will not be denied carriage:

  • Unaccompanied Minors
  • Guests with disabilities and their support person
  • Member of a family member travelling together
  • A guest previously denied boarding on the same ticket

We will also not remove a guest who is already on board, except for safety, security or health reasons.

Compensation for volunteers
We will offer an amount higher than the compensation prescribed by the Canadian Air Passenger Protection Regulations for guests who volunteer to give up their seats. Voluntary denied boarding compensation shall be paid in the form of Travel Bank credits. Travel Bank is a virtual credit platform. These credits are redeemable towards future Etihad Airways flights. Travel Bank credits will not expire and any remaining balance may be utilized against future flights. If the actual delay turns out to be more than our estimate, we will adjust the compensation to reflect the actual delay.

In addition, considering the time of the day and the length of time you should wait for the alternate flight, we will  provide food and refreshments, and where needed, overnight accommodation including transportation to and from the accommodation and access to communication.

Compensation for denied boarding
The Canadian Air Passenger Protection Regulations require us to compensate a guest who is denied boarding for their inconvenience and make alternate travel arrangements. It requires us to pay as compensation:

  • CAD 900 if the arrival at the destination is delayed by less than 6 hours;
  • CAD 1800 if the arrival at the destination is delayed over 6 hours but less than 9 hours; and
  • CAD 2400 if the arrival at the destination is delayed by 9 hours or more.

If we are unable to provide you with the above compensation before the departure of your alternate flight, we will provide you with written confirmation of the amount we will pay you as compensation.

If the actual delay turns out to be more than our estimate, we will adjust the compensation to reflect the actual delay.

In addition, considering the time of the day and the length of time you should wait for the alternate flight, we will  provide food and refreshments, and where needed, overnight accommodation including transportation to and from the accommodation and access to communication.

Delayed flights
For guests with connecting flights as part of your Etihad Airways ticket, we will make the arrangements to get you to your final destination as quickly as possible. If you are holding an onward booking with another airline, not shown on your Etihad ticket, please contact the airline directly or your travel agent to make alternative arrangements.

In addition, considering the time of the day and the length of time the passenger should wait for the alternate flight, we will  provide food and refreshments, and where needed, overnight accommodation including transportation to and from the accommodation and access to communication.

Cancelled flights
We understand that this a flight cancellation will mean disruption to your travel plans and we will do everything we can to get you to your final destination as quickly as possible.

For guests with connecting flights as part of your Etihad Airways ticket, we will make the arrangements to get you to your final destination as quickly as possible. If you are holding an onward booking with another airline, not shown on your Etihad ticket, please contact the other airline directly or your travel agent to make alternative arrangements.

In addition, considering the time of the day and the length of time the passenger should wait for the alternate flight, we will  provide food and refreshments, and where needed, overnight accommodation including transportation to and from the accommodation and access to communication.

Seating of children under 14
We will facilitate seat assignment of children under 14, in close proximity to a parent or guardian at no additional charge at the time of check-in or at the boarding gate. In case of a child who is 4 years of age or younger we will provide a seat that is adjacent, for a child who is 5 to 14 years, if we unable to provide a seat that is adjacent, we will provide a seat in the same row that is separated by not more than one seat.  If no seats are available in close proximity, we shall seek volunteers to change seats.

Musical instruments
Musical instruments which fit into the dimensions permitted as cabin baggage (such as small flutes or violins), will be transported free of charge as part of your cabin baggage allowance.

If the instrument (such as bass or cello) does not fit into the overhead bin or exceeds standard cabin baggage dimensions or weight, you may purchase an additional seat for the instrument to carry it  in the cabin by making prior arrangements through our Global Contact Centre.

Alternatively, you may check in your musical instrument as part of your checked baggage allowance or if you are exceeding your checked baggage allowance, you may purchase excess baggage.

Delayed and lost baggage
Delayed baggage must be reported immediately at the airport by the guest, or in writing within 48 hours of arrival. Guests with delayed baggage are eligible to claim for Interim Relief (IR) payment, to cover the cost of purchasing immediate and reasonable necessities. (IR claims shall be directed to the online baggage claim form on Etihad.com) For a potentially lost baggage, the claim must be submitted within 21 days after the day it was supposed to arrive.

In the event that a guest’s bag is missing after 21 days, it is considered lost. For delayed or lost baggage compensation, guests are required to submit the following along with their claim on Etihad.com:

  • Boarding card
  • Receipts
  • Bank account details
  • Passport
  • Bag tag
  • Signed release and indemnity form

We will reimburse any additional baggage fees you had paid if your baggage was delayed, lost or damaged.

Tarmac delays
A tarmac delay is defined as a delay on the tarmac after the doors of the aircraft are closed for take-off or after the flight has landed.

Etihad will provide the following standard of treatment in the event of a tarmac delay:

  • Access to lavatories, in working order
  • Proper ventilation and cooling or heating of the aircraft
  • If it is feasible to communicate with people outside the aircraft, the means to do so
  • Food and drink, in reasonable quantities, taking into account the length of delay, time of day and location of the airport

If the tarmac delay occurs, you have the right to disembark 3 hours after the aircraft doors have been closed for take-off, unless the aircraft departure is imminent i.e. in the following 45 minutes and we are able to continue to provide the above standard of treatment.

There is an exception to the obligation to provide an opportunity to disembark if this is not possible for reasons of safety and security or related to air traffic or customs control.

We will give guests with disabilities and any support persons the opportunity to disembark first, if possible.

We will facilitate access to assist in the event that urgent medical assistance is required before takeoff or after landing.

Access to information
Our airport staff shall provide alternative access to a notice display or letter provided to you, on request. This may be provided when requested, either by larger font size or by emailing you a copy of the notice or letter.

Read International passenger rules and fares tariff for tickets purchased in Canada.