Public notification of this Air Transportation User Service Plan is hereby provided as follows pursuant to Article 119-5 of the Civil Aviation Act and Notice 2016-471 of the Ministry of Land, Infrastructure and Transport.
Adequate information is provided in advance about the terms and conditions for flight ticket cancellations, refunds and changes before issuing tickets through the Etihad Airways website or the Etihad Airways Contact Center. Tickets are issued and payments made only after customers have verified the related information and provided their consent before payment.
We notify changes to flight schedules through available contact methods, including text messaging, email and phone (if contact information is available). Same-day schedule changes shortly before departure are instead notified at the airport.
For more detailed information, please refer to Article 9 (Schedules, Delays, Cancellation of Flights) of the Conditions of Carriage.
However, compensation is not provided for losses arising due to unavoidable circumstances, including weather conditions, aircraft connections, unforeseeable repairs required for flight safety or natural disasters during flight operations.
Website: Customer Feedback
14 days or less from the date that a claim for damage restitution is filed
(Or, if there are extenuating circumstances, such as having to perform translations related to the damage restitution investigation, then 60 days or less from the date of filing)
Choose to receive information about loss claims by phone or email
(Passenger) Fills out and submits Claim for Loss Compensation → (Etihad Airways) Receives the Claim for Loss Compensation → (Etihad Airways) Investigates the circumstances of the loss → (Etihad Airways) Reviews the processing methods, including the related laws and terms and conditions → (Etihad Airways) Notifies the customer of the processing results → (Passenger) Transfers the matter to the Korea Consumer Agency, if filing an appeal.