Frequently Asked Questions

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The first and last name of the passenger must match the passport that will be used when travelling.

View name format guidelines ►

Yes, the mobile version of our website allows you to book flights, check in, manage your booking, check flight schedules, check flight status and more.

Our mobile site is a cut-down version of the main website but retains all the core functionality you need when you're on the move or if you simply prefer to get things done from your phone.

Learn about the mobile boarding pass ►

Yes, we’ve made it easier for you to make travel plans on the move.

Use our new Android and iPhone® app - a new and easy way to book your flights, check-in or track the live status of any Etihad Airways flight.

Download our Etihad mobile app ►

In just a few clicks, you can redeem your Etihad Guest Miles for your next trip with us.

Book flights with miles ►

If you're planning to travel through Abu Dhabi to an onward destination, why not break your journey and enjoy one of our exciting stopover packages.

Book stopovers ►

You can build your itinerary, combining as many as 4 cities in one booking. Enjoy the perfect blend of relaxation, exploration and discovery as you go from one city to another.

Book a multi-city flight ►

A group is a party of 10 or more (excluding infants) traveling together in the same flights (going and return) and on the same dates.

Our Etihad Airways group team understands your group’s different needs and we're here to help you have a stress-free trip.

Book groups ►

A premium cabin experience is the best way to reach your destination in style and comfort.

Immensely improve the quality of your flight by upgrading to the next higher cabin with our rewarding opportunities.

View upgrade options ►

Extra legroom seats are subject to availability, terms & conditions, and other eligibility requirements. 

If you meet the exit row seat safety requirements, we strongly recommend you to book early as seats are available on a first-come, first-served basis.

View ways to book an extra legroom seat ►

Etihad Fare Choices offer you the ability to tailor your journey according to your needs.

View Fare Choices ►

Please contact us if your promotional code isn't working.

When booking through etihad.com, on the "Select your flight" page, you'll find "View Fare Rules" on the lower right hand side (below the price summary).

View modification guide ►

Please visit the deals page for our latest offers.

You can also register to receive promotional emails from us.

Yes, if your flight is operated by Etihad Airways (not a partner airline), you can cancel or change details of your flight, depending on the fare conditions of your ticket.

View guidelines in modifying your booking ►

If your flight was booked through a travel agent or another website, there are different ways in changing details of your flight, depending on the status of your ticket (unused or partially-used).

View ways to modify booking ►

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.

View modification guide ►

Manage my Booking allows you to make changes to an existing booking not less than 2 hours of your departure time.

Read the section 'what changes to my booking can I do online?' on our Modification Guide.

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

You can also cancel and refund your booking through our Global Contact Centres or local offices. Global Service Fees apply.

Learn more about our cancellation and refund requirements ►

Our Global Contact Centres and local offices charge service fees for new bookings, ticket changes and refund administration.

No service fees will be charged for changes done through Manage my Booking.

Contact our Global Contact Centres or local offices to correct a name in a booking if your flight is operated and marketed by Etihad Airways. Rules and fees apply.

If your journey includes flights operated by one of our partner airlines, please contact us to know if this service is available for you.

View modification guide ►

No, you aren't allowed to switch names or transfer your ticket to a friend or a family member.

After you have successfully checked in online, changes, purchases or requests for additional services can't be done online through Manage my Booking.

You can contact our Global Contact Centres or local offices for more information.

You can use any one of our secure modes of payment, depending on your country of departure, and we'll ensure all your payment details are safe with us.

• Credit and debit cards
• eWallet
• Real-time bank transfer
• Offline payments
• Pay in Installments

View complete list of payment options ►

Only if you are instructed to do so when booking through our Contact Centre, or if you receive a verification email from us after booking online.

If we advise you to present the card used for booking, please do so upon check in at the airport on the day of travel.

If the guest travelling is not the card owner, please present a copy of the card, together with signed authorisation from the card owner, when checking in at the airport.

You can also email a copy of the statement of account showing the payment card debit details for this purchase along with your booking reference to PV@etihad.ae, at least 18 hours before departure.

If the payment card cannot be verified by any of the methods mentioned above, the passenger/s travelling under this booking will not be accepted for travel unless the cost of the ticket/s is paid in full at check-in.

If your flight is operated by Etihad Airways (not a partner airline), you can check in online from 48 hours to 1 hour before departure.

No, you won't be able to check in online if the following special services are added onto your booking:

• Bassinet
• Wheelchair

You can only check in at the airport.

If your flight or a segment of your journey is operated by one of our partner airlines, you won't be able to check in online.

You can only check in at the airport.

On the day of your flight, arrive at the airport early to give yourself plenty of time to complete the necessary checks and procedures.

View world airports check-in information ►

Our city check-in facilities are located in Abu Dhabi, Dubai and Al Ain.

Drop your bags and collect your boarding pass leaving your travel completely baggage and hassle free.

View timings and location maps ►

You can avoid the airport rush in Malaysia by checking in at the KL Sentral City Town Check In.

Proceed to the KLIA Ekspres Departure Hall, located within the KL City Air Terminal.

Learn more about the KL Sentral check-in ►

Check-in for all flights to the US will close 2 hours before departure for guests who are commencing their journey in Abu Dhabi.

The US Preclearance facility at Abu Dhabi closes for acceptance 60 minutes before departure.

The United States Customs and Border Protection (CBP) facility at Terminal 3 in Abu Dhabi Airport is a purpose-built facility that allows US bound passengers to undertake all immigration, customs and agriculture inspections in Abu Dhabi prior to departure.

Guests flying to all US destinations must use the CBP facility at Abu Dhabi International Airport.

Our baggage policy is tailored for your convenience.

View baggage allowance ►

If your flight or a segment of your journey is operated by one of our partner airlines, different baggage rules may apply.

View your allowance in the 'partner airlines' section of our baggage page.

In the unfortunate event of a baggage delay when flying with us, you can make a baggage claim.

If you discover that your baggage and/or its contents are damaged after leaving the airport, please complete and submit a Baggage Claim Form within 7 days of arrival. We will assess the claim and notify you accordingly.

If you reported the mishandling of your baggage prior to leaving the airport on arrival, you will be in possession of a Property Irregularity Report (PIR). You can use the File Reference Number provided to trace your baggage online.

Yes, if you've booked one ticket with Etihad Airways and you won't leave the airport at the location of your transit stop.

If you've booked two flights with different airlines, or you have a stopover (leaving the airport) in the middle of your journey, you'll have to collect your bags where you stopped.

For travel in the US, you may be required to collect your bags at the mid-point of your journey. For further clarification on the route you are flying, please contact us.

In addition to your hand baggage allowance, there are carry-on items that you can take on the flight for free.

View list of carry-on items ►

Guests aren't permitted to carry certain items through the screening point, in sterile/secured areas of an airport and/or in the aircraft cabin.

View full list of prohibited items ►

Yes, you can travel with your musical instruments as long as you comply with certain specific conditions and limitations.

Know more in the 'Instruments & equipments' section of our Baggage Guide.

Contact us if you have any questions regarding a particular musical instrument.

Certain kinds of sports equipment are accepted as checked baggage and charged with applicable excess baggage rate if in excess of the free baggage allowance.

View the full list in the 'Sports Equipment' section of our Baggage Guide.

Contact us if you have any questions regarding a particular sports equipment.

There are different rules and regulations for travelling by air with animals, depending on your destination.

Know more in the 'Animals and pets' section of our Baggage Guide.

Contact us if you have any questions regarding a particular animal or pet.

No, we don't accept all vehicles powered by lithium batteries for travel.

View list in the "Small vehicles" section of our Baggage Guide.

You can pre-purchase from the time of booking until 24 hours prior to departure.

View ways to buy excess baggage ►

If your flight or a segment of your journey is operated by one of our partner airlines, different baggage rules may apply.

You can only purchase excess baggage when you check in at the airport.

All excess baggage payments (fully or partially used) are non-refundable.

Know more about exces baggage ►

An infant must be at least 7 days old on the date of travel.

Know more about flying with infants ►

You can buy a ticket online for an infant, only if booked along with an adult.

Know more about flying with infants ►

Please contact us to add an infant to an existing booking. Global Service Fees apply.

Know more about flying with infants ►

Young guests below 2 years, on the date of travel, are classified as infants. If travelling on their 2nd birthday, a child fare should be booked.

View age classification of younger guests ►

Yes, all of our aircraft are fitted with baby bassinet positions where a specially-designed carry-cot can be installed for use by a small child or infant.

Learn more about conditions and pre-booking ►

Yes, despite the restrictions on carrying liquids in your hand baggage, special allowance has been made to allow parents to carry a limited quantity of baby food and/or formula, appropriate for the journey.

Any containers will be checked by airport security and you may be required to taste the food/milk as proof of its content. We would suggest that you pack at least one extra feed/meal for your child to cover any unexpected delays.

View travel tips at the airport ►

Children above the age of 2 years, on the date of travel, will require their own seat.

View travel tips when flying with children ►

Young guests from 2 years and below 12 years, on the date of travel, are classified as children. If travelling on their 12th birthday, an adult fare should be booked.

View age classification for children ►

Yes, provided it meets certain strict criteria and is approved for use onboard an aircraft. You must follow instructions and guidance provided by the seat’s manufacturer to ensure your child’s safety.

View travel tips when flying with children ►

We provide different ways to help keep your children entertained, including a wide choice of television shows, movies, music and video games.

Our Flying Nannies are also armed with unlimited fun and challenging pastimes.

Know more about onboard fun ►

You can child-proof the inflight entertainment system to control what your child can watch. Simply select the ‘parental block’ option on the IFE control. Our cabin crew can also help you activate this feature.

View what's on E-BOX for your kids ►

No, our Flying Nanny is only available on our long-haul Etihad-operated flights (not our partner airlines). They provide an extra pair of hands as support to parents.

Read about your helping hand in the sky ►

Our Flying Nanny can assist you, but can't assume full responsibility for your child during the flight, as they need to be available to help other families as well.

Likewise, due to legalities and safety, our Flying Nannies can't carry out personal care routines for your infant or child, such as nappy changing or taking them to the bathroom.

The UK government has abolished the Air Passenger Duty (APD) tax for young guests aged 12 to 15 travelling from the UK in Economy Class on or after 1 March 2016. 

If you made a booking on etihad.com and have paid the APD tax, we will refund you as long as you meet the eligibility requirements.

Know more in the 'travel policies' section of our family travel page.

We encourage all guests to know and be familiar with the requirements of the countries/regions you are travelling to.

Please ensure your child has all the valid travel documents including passport, visa, health certificate and other necessary documents required by applicable laws for all countries on the entire journey.

View some policies in the 'travel policies' section of our family travel page.

The extra legroom seats are located in Economy Class exit rows with a generous space for you to stretch out. 

It is offered only on Etihad-operated flights and is not available on flights operated by our partner airlines.

Know more about the extra legroom seat ►

Extra legroom seats are subject to availability, terms & conditions, and other eligibility requirements.

Please view all requirements before making your purchase to ensure you meet all of the criteria.

View full eligibility requirements ►

Extra legroom seats are subject to availability, terms & conditions, and other eligibility requirements.

If you meet the exit row seat safety requirements, we strongly recommend you to book early as seats are available on a first-come, first-served basis.

View ways to add an extra legroom seat ►

You can pre-purchase excess baggage from the time of booking until 24 hours prior to departure.

View ways to add excess baggage ►

You can purchase Travel Guard while booking your flights on  etihad.com.

Travel Guard is a travel insurance product that is offered to guests booking online. It is available for residents of certain countries only.

Know more about Travel Guard ►

Travel Guard has a 24-hour customer support for travel insurance assistance.

View contact list of countries ►

You can register and submit your claim to the relevant local contact for the country where you purchased your travel insurance policy.

Report insurance claims ►

Travel Guard has provided information regarding procedures, coverage and claims.

Read FAQs and terms and conditions ►

Yes, we endeavour to meet your preferred taste and special dining requirements - be it for religious compliance, medical needs or to satisfy the appetite of our younger guests.

View special meals ►

Request your special meals 24 hours prior to departure. We can't guarantee delivery of your meal if ordered less than 24 hours.

Some special meals may not be available on flights operated by our partner airlines.

View ways to request for a special meal ►

If your flight or a segment of your journey is operated by one of our partner airlines, some special meals may not be available on board. Please contact the airline directly for your meal requests.

Guests with specific conditions require a medical clearance before flying.

View list of conditions ►

You can easily download the MEDIF form from our Medical Information page. All fields in the form must be completed, signed and dated. Incomplete forms cannot be accepted for assessment.

During the first 28 weeks of pregnancy, mothers expecting one or multiple children can travel without a medical certificate.

There are travel guidelines for pregnant women beyond these weeks.

View full guidelines ►

We provide wheelchair assistance free of charge to all guests requiring such assistance.

Request for special services must be made when booking your flight or at least 72 hours prior to the departure of your flight.

Know more in the 'Request for your special needs' section of our Medical Information page.

Request for special services must be made when booking your flight or at least 72 hours prior to the departure of your flight.

Know more in the 'Request for your special needs' section of our Medical Information page.

We take extra care of unaccompanied minors ensuring they are supervised and happy from the moment you place them in our care until we reunite them with loved ones.

View ways to book the UM service ►

Some of our flights may be operated by one of our partner airlines. Their age classification and policies may differ from ours.

Please check their website or contact the airline directly for details before booking your flight.

The Etihad Meet & Greet Service ensures an effortless and hassle-free experience exclusively for Etihad Airways guests at Abu Dhabi International Airport.

It can be booked for you or your special guests, such as family, friends and business clients. Packages are available for arrival, transit and departure.

View details of packages ►

The Etihad Meet & Greet services can be booked online using your credit card at least 48 hours ahead of arrival. Bookings made less than this will not be accepted.

Book Etihad Meet & Greet service ►

On the day of your flight, arrive at the airport early to give yourself plenty of time to complete the necessary checks and procedures.

View world airports check-in information ►

The United States Customs and Border Protection (CBP) facility at Terminal 3 in Abu Dhabi Airport is a purpose-built facility that allows US bound passengers to undertake all immigration, customs and agriculture inspections in Abu Dhabi prior to departure.

Guests flying to all US destinations must use the CBP facility at Abu Dhabi International Airport.

In Abu Dhabi, Guests travelling in the Residence or First Class can enjoy our First Class Lounge & Spa located after security in Terminal 3

Guests Travelling in Business Class can enjoy our Business Class lounges in Terminals 1 and 3.

Etihad Guest Gold and Silver members travelling in Economy can access the Al Reem lounge.

Read more about our airport lounges ►

In addition Etihad Guest Gold and Platinum members can access some lounges but with restrictions.   

View Etihad Guest member benefits ►

Yes, you can pay to access our Etihad lounges.

Read more on paid access to Etihad Lounges ►

We offer complimentary accommodation services for eligible guests connecting to and from Abu Dhabi International Airport, depending on the fare and route you purchased.

The following guests with a transit time between 8 to 24 hours in Abu Dhabi may request for this service (terms and conditions apply):

• First and Business Class guests holding a confirmed booking.
• Economy Class guests on certain pre-approved routes only, subject to restrictions.

This applies to the first scheduled connecting Etihad flight from Abu Dhabi.

If you require a visa to enter the UAE, requests must be made no later than 5 days before departure. If you do not require a visa to enter the UAE, requests can be made 48 hours before departure.

Please contact us or your travel agent to know more or confirm whether this service is available for your journey.

Etihad Airways Economy guests can access our inter-emirate Etihad coach services to Dubai and Al Ain when arriving or departing from Abu Dhabi International Airport.

Book Etihad Coach ►

The Etihad Coach service can be requested online up to 24 hours prior to your flight.

Alternatively, you may also book this service through our Global Contact Centres and local offices or through your local travel agent.

Etihad Chauffeur service can be requested online up to 24 hours prior to your flight.

Alternatively, you may also book this service through our Global Contact Centres and local offices or through your local travel agent. 

If you already have a flight booking, you can view it now to make a Chauffeur-drive request.

No, the Etihad Chauffeur service must be booked at least 24 hours in advance of travel.

Service will not be confirmed for bookings made within 24 hours and can't be arranged for guests on arrival airport without prior booking. 

Know more about the Etihad Chauffeur service ►

Please contact our Global Contact Centres or local offices to change or cancel your booking.

Find the right car at the right price with our partner Hertz, the world’s largest car hire company.

Book a car ►

We provide a convenient visa services to visit the UAE.

Know more about our UAE visa services ►

It is the guest’s responsibility to hold valid travel documents and know the visa requirements of the country they are travelling to. You can contact the local embassy or consulate of your destination country.

For UAE visa information, we have partnered with TT services to provide you with convenient visa services.

Know more about our UAE visa services ►

Sign up to Etihad Guest today and enjoy greater flexibility, unique rewards, more benefits along with a world of opportunities to earn and spend your miles.

Join Etihad Guest

Need some help with your account, benefits or miles?

View FAQs for Etihad Guest ►

In just a few clicks, you can redeem your Etihad Guest Miles for your next trip with us.

Book flights with miles ►

Our Global Contact Centres are ready to support you 24 hours and 7 days a week. Our local offices around the world will also be happy to assist you in any way we can.

If you are outside the UAE, you can call us by dialing our number with the country code: +971 2 5990000.

View Global Contact Centres and local offices ►

We are looking for people who are passionate about aviation, passionate about our aims and objectives, and love to work in a friendly and transparent environment.

Search for a job opening

We are the fastest growing airline in commercial airline history, with new routes added to our network regularly.

• View direct destinations and route map
• View partner airline destinations

Our codeshare and equity partners offer you a wider network of destinations at greater convenience.

View complete list of partner airlines ►

Please review our terms and conditions carefully before using the Etihad Websites.

View our terms and conditions ►

Use of the Etihad Websites is subject to our terms of use and any products and services supplied are subject to our Terms and Conditions and General Conditions of Carriage.

Learn about our privacy policy ►

Our website uses cookies to distinguish you from other users to provide you with a good experience when you browse our website.

Learn about our cookie policy ►

Our core values emphasise the importance of doing business with integrity and taking responsibility to do what is right and ethical at all times.

Read about our ethics and compliance policy ►