Frequently Asked Questions

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

For our direct destinations and route map, click here.
For our partner airlines' destinations, click here.

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

View Global Contact Centres and local offices ►

You can call us by dialling our number with the country code +971 2 5990000.

Please see our deals page for all our latest offers or register to receive promotional emails from us.

Pay quickly and efficiently through any of our payment options: credit and debit cards, eWallet or real-time bank transfer.

View payment option details ►

Our prices are automatically displayed based on the origin you are flying from.

For example, if you are in the USA, booking a flight from Sydney to New York, the price displayed, and the price you need to pay, will be in Australian Dollars.

Please note that your payment provider may apply different exchange rates to the fare displayed on the booking page. There may be additional charges incurred, so please check with your payment provider before making your booking.

Manage My Booking allows you to customise and make changes to an existing booking online.

All other changes must be made through our Global Contact Centres or local offices. Fees and charges apply. Fare rules from the most restricted fare group will apply for any changes in the fully and/or partially-used booking. Any fees collected for booking changes are non-refundable.

Changes for multiple destinations/stopovers bookings cannot be done through Manage My Booking.

Manage My Booking allows you to modify an existing flight booking:

• Change travel dates
• Request special meals
• Select preferred seats
• Purchase extra legroom
• Update contact information
• Update date of birth and passport details
• Pay in advance for excess baggage
• Add Etihad Guest number
• Upgrade seats using Etihad Guest Miles

Only bookings purchased directly from Etihad.com can be modified online through Manage My Booking.

For flights purchased from travel agents and 3rd party websites, you need to contact your travel agent or contact our Global Contact Centres or local offices.

Cancellation of bookings can only be made through our Global Contact Centres or local offices. Fees and charges apply. 

For any changes made in your fully and/or partially-used booking, fare rules from the most restricted branded fares will apply. Fees for booking changes are non-refundable.

Modification fees ►

Our Global Contact Centres or local offices charge a global service fee for new bookings, ticket changes and refund administration. The following price ranges are applicable per ticket:

AMOUNT (USD)	GLOBAL SERVICE FEE
Starting from USD 10	Booking fee
USD 20 – USD 400	Change fee
USD 10 – USD 400	Refund fee
USD 10 – USD 200	No-show fee

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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 fare restrictions for your booking.

Our fare categories give you the flexibility that best suits your travel plans: 

• Breaking Deals
• Saver
• Value
• Freedom

View descriptions ►

If your booking involves more than one branded fare, the most restrictive fare rule will apply to your whole itinerary.

Fees for booking changes are non-refundable.

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Contact our Global Contact Centres or local offices to correct a name in a booking. Rules and fees apply.

No, you are not allowed to switch names or transfer your ticket to a friend or a family member.

If your booking is successful, there is no need to call us. You can check in online or at the airport on the day of departure.

If your flight is operated by Etihad Airways (not a partner airline), you can check in online from 24 hours to 2 hours before departure.

Check in online ►

At the airport, check in opens at least 3 hours prior to departure. For flights departing from Abu Dhabi, check in opens 4 hours prior to departure. Check in closes 60 minutes prior to departure. Please ensure you are at the boarding gates at least 45 minutes before departure.

If your flight or a segment of your flight is operated by one of our many partner airlines, you will not be able to check in online. You can only check in at the airport.

If you are flying on an Etihad-operated flight to an Etihad destination, you can check in online from 24 hours to 2 hours before departure.

If the following special services are on your booking, you will not be able to check in online. You can only check in at the airport.

• Bassinet
• Wheelchair

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.

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.

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Below is a summary of the eligibility requirements. Guest must:

• Be physically able to reach, locate and operate the emergency exit window or door, and to quickly pass through the exit.
• Be able to understand and acknowledge instructions in English.
• Be aged 18 years or older and not have any conditions.
• Not be travelling with children or infants, a care giver, a guide dog or an assistance animal.
• Not be in any stage of pregnancy

View full 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.

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

View ways to book ►

The Etihad Airways Best Price Promise* is our way of guaranteeing that you won’t find a lower price on any third-party website for the same Etihad booking you have paid for on www.etihadairways.com. And if you do, we’ll refund you the difference.

Our Best Price Promise applies to all flights exclusively operated by Etihad Airways (not codeshare flights), paid for by credit card on www.etihadairways.com or any of our country site editions where there is a Best Price Promise symbol.

*Available in select countries only.

View Terms and Conditions ► 

Please send us a feedback or email feedback@etihad.ae.

If Etihad Airways advises you to present the card used for booking, it must be presented while checking into your flight at the commencement of travel. If you, as the credit card holder, are not travelling, a copy of the credit card with an authorisation signed by yourself, should be presented at check-in.

Alternatively, the card or a copy of the card with your signed authorisation can be presented to the nearest Etihad Airways ticketing office at least 24 hours before the flight. This verification is required to ensure a smooth check-in process at the airport and to avoid being refused carriage. Failure to comply will result in the requirement to pay the full ticket cost at the airport or refusal of carriage.

Flights	First Class	Business Class	Economy Class	Infant
To/from all destinations (except the US, Canada and Brazil)	Bags with a total not exceeding 50kg	Bags with a total not exceeding 40kg	Bags with a total not exceeding 30kg	1 bag up to 10kg

Even if you choose to exceed your baggage allowance (at additional cost), each item must not exceed 32kg.

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Flights	First Class	Business Class	Economy Class	Infant
To/from Brazil	3 bags up to 32kg each	3 bags up to 32kg each	2 bags up to 32kg each	1 bag up to 23 kg
To/from US and Canada	2 bags up to 32kg each	2 bags up to 32kg each	2 bags up to 23kg each	1 bag up to 23 kg

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If your flight or a segment of your flight is operated by one of our many partner airlines, then different baggage allowances and fees may apply. Please check their website to determine the baggage allowance that applies for your journey or contact the airline directly for details.

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

View list of carry-on items ►

Excess baggage charges vary depending on your origin and destination. All excess baggage payments (fully or partially used) are non-refundable.

View standard airport rates ►

Pay in advance for your excess baggage and receive a discount on the standard airport rates when purchased before 24 hours of flight departure.

• 10% discount when purchased through our offices
• 20% discount when purchased online through Etihad.com

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

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

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In the unfortunate event of a baggage delay when flying with Etihad Airways, 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 have booked one ticket with Etihad Airways and you do not leave the airport at the location of your transit stop. If you have booked two flights with different airlines, or you want to have a stopover in the middle of your journey, you will have to collect your baggage where you stop.

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

Items not allowed at secure areas of an airport are weapons, explosives, chemicals and toxins.

Certain items cannot be carried into the aircraft cabin but may be allowed as checked baggage.

View the full list ►

Musical instruments must be transported as checked baggage only. If in excess of checked baggage allowance, you will be charged the applicable excess baggage rate.

For guests who wish to carry their musical instruments along with them in the cabin, an extra seat can be purchased. Due to their bulky nature, we advise you to make prior arrangements with the station of departure.

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

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.

Guide dogs to lead the blind are permitted in the aircraft cabin (for flights from Abu Dhabi to USA and vice versa only). We also accept guide dogs as checked baggage in the cargo hold without charge. We accept the carriage of falcons in the main aircraft cabin and as checked baggage. All necessary documents must be provided. 

All other pets are accepted only as manifested cargo and are not permitted within the aircraft cabin or checked baggage.

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

Infant fare
Young guests below 2 years old, on the date of travel, are classified as infants. If travelling on their 2nd birthday or if they are occupying a seat, a child fare should be booked.

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

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

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A child must be at least 7 days old on the date of travel.

You can book an infant online, only if booked along with an adult.

You may contact us to add an infant to an existing booking.

Request your baby or child's meal at the time of booking or 24 hours before departure. Preferred meals will not be available onboard unless you have pre-ordered.

Request special meals ►

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.

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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. They have been carefully designed to accommodate infants below 10 months old and weighing less than 10kg. 

They are available on a first-come, first-served basis in Economy Class and Business Class so please book early to reserve one.

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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.

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Our Flying Nanny is available on our long-haul Etihad-operated flights. They provide an extra pair of hands as support to parents.

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Our Flying Nanny can assist you, but cannot 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 cannot carry out personal care routines for your infant or child, such as nappy changing or taking them to the bathroom.

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

Every child over 3 years old will receive their own children’s pack of games, activity books and stickers to help keep boredom at bay. Our Flying Nannies are also armed with unlimited fun and challenging pastimes.

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

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Children above the age of 5 and below 12 and travelling alone are treated as Unaccompanied Minors (UM’s).

After booking the flight, contact your nearest Etihad office to receive and submit the required UM documentation which must be completed before the date of departure.

Call 02 5990000 from within the UAE 
Call 00971 2 5990844 from outside the UAE

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We endeavor 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.

Meals should be requested at least 24 hours prior to departure. We cannot guarantee delivery of your meal if ordered less than 24 hours.

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Request your special meals 24 hours prior to departure through the following ways:

 

• When making a new booking online through Etihad.com, select your flight/s, enter passenger name and click the plus button (+) to access meal request.
• After booking your flight online or with the Contact Centre, go to Manage my Booking and modify the Passenger Details page.
• When booking through a travel agent, directly request your preferred meal from your travel agent.

 

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Guests with specific conditions require a medical clearance before flying.

View list of conditions ►

MEDIF (Medical Information for Fitness to Travel or Special Assistance) forms must be submitted at least 72 hours prior to departure of the flight, along with the latest medical report from the treating physician in English, which should be issued not more than 10 days prior to the date of travel.

Download MEDIF Form ►

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If you require any of our special needs services, please request them when you make your reservation or at least 72 hours prior to the departure of your flight.

Contact us ►

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 ►

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. Terms & Conditions apply.

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Etihad Airways First Class and Business Class guests can enjoy personal chauffeur services at more than 40 cities across our network. Service is restricted for promotional fares.

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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.

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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. Service cannot be arranged for guests on arrival airport without prior bookings. 

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

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Etihad Express 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 Coach request.

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For changes to or cancellation of your booking, contact our Global Contact Centres or local offices.

We have partnered with TT services to provide you with convenient visa services.

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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.

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Guests travelling on Business Class and First Class can use our lounges.

Airport lounges ►

In addition, Etihad Guest Silver, Gold and Gold Elite members can access some lounges but with restrictions.

Etihad Guest member benefits ►

Avoid crowds at the airport, check in your baggage and receive your boarding pass in advance of your flight at one of our city check-in facilities in Abu Dhabi, Dubai and Al Ain.

View timings and location maps ►