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.
Lost, Damaged or Delayed Baggage
In the case of lost, damaged or delayed baggage, the
applicable Convention governs our liability towards you. If the Montreal
Convention applies to your travel with Etihad Airways, we are liable for proven
damages up to the maximum of CAD 2100 for baggage that is damaged or lost
during your travel provided you file your claim with us within the time limits
mentioned below.
Damaged
Damaged
baggage must be reported immediately at the airport, or in writing within 7
days of receiving the baggage. When a guest reports a damaged bag, the
following applies:
Types of
major damage accommodated include: large dents, crack, retractable handle,
missing or cracked wheel or zipper damage.
Types of
damaged that shall not be accommodated include: locks, slider of zipper, loose
wheels, side handle, minor dents, minor scratches, baggage that is labelled
with a limited release tag or baggage that is more than 5 years old.
Guests will
be given a DPR letter by the airport, which they must upload along with the
following documents to Etihad.com, in order to claim:
- Letter
stating the damage (handed out to the guest when claiming for DPR)
- Invoice from
the repair company
- Copy of the
guest’s passport
- Baggage
claim portion
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.