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Things you need to know before modifying your flight

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We understand that sometimes plans change or emergency arises. We would like to give you the flexibility to modify and customise your booking according to your needs.

Terms and Conditions 
All reservations, modifications and cancellations are subject to terms and conditions, Customer Care Policy, General Conditions of Carriage and applicable taxes, fees and charges (including but not limited to fare rules of the ticket and Guest Service Fee).

Flying with Partner Airlines

If your flight or a segment of your journey is operated by one of our Partner Airlines, please contact the airline directly for any changes and special requests.

Changes, cancellations and refunds through Etihad Contact Centre or local offices

Changes

  • When changes are made through Etihad Contact Centre or local offices, a Guest Service Fee (GSF) will apply. 
  • A change fee may apply in line with the fare rules of the sector you are making changes to. Date change fees/policy varies by route. Specific details will be shown in the Fare Rules section at the time of booking.
  • If you’re going to miss a flight, please advise us in advance to avoid cancellation of your return or onward reservations. In such instances, a no show fee and change fee will apply.
  • For any changes made within 96 hours of departure, an additional 10% will apply to the applicable change fee.
    • The change fee will be waived in the unfortunate event of the death of a guest, or a family member. Official documentation required.
Cancellations and Refunds
  • When the refund is made through Etihad Contact Centre or local offices, Guest Service Fee (GSF) will apply. 
  • Refund rules of the original ticket will always apply.
  • Most restricted refund fare rule applies in the event that different fare choices are combined.
  • Refund fee may apply as per the fare rules of the sector you are making changes to. Date change fees/policy varies by route. Specific details will be shown in the Fare Rules section at the time of booking.
  • If you’re going to miss a flight, please advise us in advance to avoid cancellation of your return or onward reservations. In such instances, a no show fee and change fee will apply.
  • For cancellations made within 96 hours of departure, an additional 10% will apply to the applicable cancellation fee.
  • The refund fee will be waived in the unfortunate event of the death of a guest, or a family member. Official documentation required.

Online cancellations and refunds through Manage my Booking

If you purchased a ticket using a credit card through our Global Contact Centre, mobile app or website, you can cancel and refund your ticket through Manage my Booking.

Before you cancel and refund your booking online, please make sure that tickets:

- have not been used, and are refundable (with or without cancellation fees);
- were issued more than 5 days ago;
- are no less than 2 hours before departure;
- were purchased using a single credit card;
- have not been exchanged.

Please note:

  • The refund amount will be calculated based on the fare rules applicable to your ticket at the time of booking. While we will refund the entire amount shown to you upon cancellation, there may be additional processing fees collected by your card issuer/bank.
  • Refunds will be automatically processed to the same credit card that was used for the purchase of the ticket. If you no longer have this card, please call our Contact Centre to process your refund.
  • Once you proceed with the “Cancel and Refund” option, your tickets will be cancelled and refund process initiated. This process cannot then be reversed.
  • Credit card refunds can take between 14 to 30 working days to appear on the cardholder’s card/bank statement.
  • Ancillaries and Global Service Fee (booking fee) are non-refundable.

What do I do if I missed / did not use the first flight part of my ticket which was purchased in Italy?

If you have purchased your ticket in Italy, (either from our tickets office, call center, an authorized travel agent or through our website www.etihad.com/it) and you have, for any reason missed or didn’t use, the first flight of itinerary, but would still intend to take the subsequent flight (in case the departure of the latter is provided over 12 hours after the arrival of the flight not used) or the return flight initially booked with the same tariff, without any additional payment or fare adjustment, you must contact us within 24 hours following the departure of the unused flight by calling +39 02 23331300 requesting us to hold the validity of remaining flight reservations. If the departure time of the next flight is within the 24 hours from the first flight, you should contact us at least 2 hours before the departure time of the next flight. If you inform your intention in the above manner, we will reissue your Ticket for the remaining itinerary without any additional payment or fare adjustment. If you fail to do so all remaining flight reservations will be canceled and in the event you decide subsequently to travel using such ticket, we will, subject to availability of seats, charge you for the difference between the original ticket purchased and the highest fare in the same class of travel applicable to the modified itinerary at the time of ticket reissuance. In the event the fare rules of the original ticket are more favorable to you, those will be applied.

Bookings with special assistance or extra services

Please contact our Global Contact Centres and local offices after modifying your flight to confirm your requested services:

  • Wheelchair, bassinet and special meals
  • Extra legroom and excess baggage
  • Unaccompanied Minor (UM) service
  • Medical needs
  • Ground or onboard assistance

Bookings with travel insurance

If your booking has travel insurance attached to it, you can modify it through our Global Contact Centre or local Etihad offices. Global Service Fees apply.

After modifying your flight, please contact the Travel Guard local offices to have the validity of your insurance changed.

Bookings for guests in the United States

If you booked your travel at least 7 days prior to the scheduled departure date and time, you may cancel your reservation and receive a full refund if you cancel within 24 hours of the booking.

To request a refund, please contact our Global Contact Centres or visit our local offices.

Name corrections on bookings

We understand that in some instances you may need to update the name on your booking. In the event that you make a mistake or your name has changed due to personal reasons, we will update it for you on a case by case basis. However, this will be at a cost of USD $100 (or AUD 150 if you purchased your ticket in Australia). Please get in touch with our Global Contact Centre to modify the name on your reservation. 

Terms & Conditions

  • Name correction requests are accepted any time prior to departure of the first outbound sector.
  • Only one change is permitted.
  • The request must be for the same guest on the ticket.
  • Date change penalty on fare rules apply if there is a date change.
  • Applicable on Etihad Airways marketed and operated flights only (e.g. EY011). Exception: Name correction requests are accepted on Virgin Australia (VA) and Air Berlin (AB) operated flights, marketed by Etihad Airways. Requests shall be accepted only up to 24 hours prior to flight departure when itineraries involve a VA / AB sector.
  • Passport copy and other applicable documents must be submitted for approval process.
  • Date change penalties apply only if there is a change in the flight itinerary.
  • Name corrections/changes on group bookings also require a fee of USD100.
  • For travel agency/third party bookings, please get in touch with your travel agencies/third party or contact us. We apply service fee in addition to the name correction fee.

Where was your ticket purchased from?

Etihad.com, Global Contact Centre and local Etihad offices

Your ticket fare rules
When booking through etihad.com, you will find "View Fare Rules" on the lower right hand side (below the price summary) of the "Select your flight" page. The fare rule will give you the restrictions for your booking.

Ways to modify your booking

1. Manage my Booking
Read the section 'what changes to my booking can I do online?' on this page.

2. Global Contact Centres and local offices
Call or visit us and we will gladly assist you for the following requests:

  • Changes for multiple destinations and stopover bookings
  • Edit or correct your name in the ticket
  • Changes for tickets with Etihad Chauffeur service
  • Changes for bookings with special requests and extra services
  • Cancellation and refunds - for any changes made in your booking, the fare rules from the segment being changed apply. For refunds, rules of the most restricted Fare Choice apply.

    Global Service Fees will be charged through this service.

Travel agents and 3rd party websites

Ways to modify your booking: 

1. Travel agents and 3rd party websites
For unused tickets, please contact the travel agents and 3rd party websites directly to modify your flight.

2. Global Contact Centres and local offices
For partially-used tickets, call or visit us to modify your flight. Global Service Fees will be charged through this service.

3. Manage my Booking
For unused and partially-used tickets, read the section 'what changes to my booking can I do online?' on this page.

What changes to my booking can I do online?

Woman using laptop

Manage my Booking allows you to make changes to an existing booking not less than 4 hours of your departure time. No Global Service Fees will be charged through this service.

Note:
For Etihad Umrah-specific flights please go to the flights operated and marketed by Etihad.

Flights operated and marketed by Etihad (example: EY123)

Your ticket has EY as airline code and up to 3 digits flight number.

Ticket type

Retrieve 
and view

Change 
flight details

Change
guest details*

Buy excess baggage

Buy extra legroom

Upgrade 
with Miles

Bookings with no extra products and services

Yes

Yes

Yes

Yes

Yes

Yes

Bookings with excess baggage

Yes

Yes

Yes

Yes**

Yes

Yes

Bookings with extra legroom seat

Yes

Yes

Yes

Yes

Yes

Yes

Bookings with travel insurance

Yes

No

Yes

Yes

Yes

Yes

Reward Flights - Guest Seat

Yes

No

Yes

Yes

Yes

No

Reward Flights - Open Seat

Yes

Yes

Yes

Yes

Yes

Yes

Multi-city bookings with no extra products and services

Yes

No

Yes

Yes

Yes

No

The Residence booking

Yes

No

Yes

No

No

No

*Guest details that can be updated online:

  • Add passport details and date of birth 
  • Update contact information
  • Add Etihad Guest number
  • You will not be able to change a guest’s name online. Please contact us to correct a name.

** You're unable to add a bag for the parts of your journey with an existing additional bag.

** You're unable to add a bag for the parts of your journey with an existing additional bag.

Flights operated by partner airlines and marketed by Etihad (example: EY1234)

Your ticket has EY as airline code and a 4-digit flight number.

Ticket type

Retrieve
and View

Change
flight details

Change
guest details*

Buy excess baggage

Buy extra legroom

Upgrade
with Miles

Bookings with no extra products and services

Yes

Yes

Yes

Yes**

Yes**

No

Bookings with excess baggage

Yes

No

Yes

No

No

No

Bookings with extra legroom seat

Yes

No

Yes

No

Yes**

No

Bookings with travel insurance

Yes

No

Yes

No

No

No

Reward Flights - Guest Seat

No

No

No

No

No

No

Reward Flights - Open Seat

Yes

No

No

No

No

No

Multi-city bookings with no extra products and services

Yes

No

Yes

Yes**

Yes**

No

The Residence booking

Yes

No

Yes

No

No

No

*Guest details that can be updated online:

  • Add passport details and date of birth 
  • Update contact information
  • Add Etihad Guest number
  • You will not be able to change a guest’s name online. Please contact us to correct a name.

**Not available on segments with partner airlines
**For EY sector only

Flights operated and marketed by other airlines (example: ZZ123 or ZZ1234)

The airline code on your flight number is not EY.

Ticket type

Retrieve
and view

Change
flight details

Change
guest details*

Buy excess baggage

Buy extra legroom

Upgrade
with Miles

Bookings with no extra products and services

Yes

No

Yes

Yes**

Yes**

No

Bookings with excess baggage

Yes

No

Yes

No

No

No

Bookings with extra legroom seat

Yes

No

Yes

No

Yes**

No

Bookings with travel insurance

Yes

No

Yes

No

No

No

Bookings paid through PayPal 

Yes

No

Yes

Yes**

Yes**

No

Bookings paid through Poli Pay

Yes

No

Yes

No

No

No

Reward Flights - Guest Seat

No

No

No

No

No

No

Reward Flights - Open Seat

No

No

No

No

No

No

Multi-city bookings with no extra products and services

Yes

No

Yes

Yes**

Yes**

No

The Residence booking

Yes

No

Yes

No

No

No

*Guest details that can be updated online:

  • Add passport details and date of birth 
  • Update contact information
  • Add Etihad Guest number
  • You will not be able to change a guest’s name online. Please contact us to correct a name.

**Not available on segments with partner airlines
**For EY sector only

Service fees

Our contact centres and local ticketing offices charge a service fee for new bookings, changes to tickets issued by travel agents or through Etihad.com and in respect of ticket refunds. Service fees are applied depending on the selected Fare Choice and on the point of sale or country of departure.

Note: All fields marked with * are required
*
*
*

  • Premium refers to The Residence, First and Business class bookings.
  • The values displayed are Service Fees and are to be used only as a guide.  Any extra fare penalties would be as per the fare rule and shall be advised at the time of making your change or refund.
  • The change service fees apply when a change is made to a booking, irrespective of where the ticket was originally purchased. For example, if you make a booking through a travel agency in London for LON-AUH-LON and call the contact centre to change the booking for your return flight after you have flown LON-AUH, the service charge applicable to UAE shall be charged.
  • These fees are applied per ticket.

 

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