1. The Contract
These conditions and other information
in all Etihad Holidays’ brochures, price booklets, separate publicity material and our website form the contract between you and
us. All Holidays are subject to availability and these booking conditions. In the event of any
conflict between these booking conditions and any of the brochures, price booklets, separate publicity material or our web site,
these booking conditions will prevail.
to read these booking conditions carefully and in the event that there is anything, which you do not understand, contact Etihad
Holidays (or your Travel Agent
if you have booked via an agent)
You need to be aware
that these conditions contain a limitation of our liability to you and of our obligations in relation to any Holiday, which you
These conditions do not govern
your contract or affect your rights relating to any third party whose services you may separately
purchased and use on your Holiday.
When you have booked
your Holiday, paid a deposit
and we have issued a confirmation or
receipt to you or to your Travel Agent
and you have signed our booking form,
a contract exists between you and us.
The Lead Name guarantees that he or she has full authority
to make the Holiday booking on behalf of all customers
named on the Holiday booking and guarantees to pay all sums which are
or may become due in relation to such Holiday.
The purchase and sale
of the Holiday shall take place (or
shall be deemed to take place) and come into effect in the UAE, whatever the circumstances of your
booking. Notwithstanding any
conflict of laws principles, these
booking conditions and any contract between you and us shall be governed
exclusively by the laws of the Emirate of Abu Dhabi
and the federal laws of the UAE, and the Civil Courts of the UAE in
Abu Dhabi shall have exclusive
jurisdiction to determine any
dispute or claim that arises out of or in connection with the contract with you
or its subject matter or formation
(including non- contractual disputes
2. How to Book
A Holiday booking can be made online on our website www.etihadholidays.com, through Etihad Holidays Retail Shops, Sales Offices or directly with the Etihad
Holidays Call Centre via our Toll Free number (800 2324) in the UAE or through
a Travel Agent.
When a booking is made via a Travel
Agent, all communication with Etihad Holidays must be made via the Travel
Agent. In that case, all monies paid
to the Travel Agent are
held by the Travel Agent
as your agent until the booking is accepted and confirmed by Etihad
form must be
completed and signed
by the Lead
Name being a
person aged 18 years
or over and a non-refundable
deposit paid to Etihad Holidays of 10% of the
total package cost.
Should your Holiday incorporate a specialist holiday component such as Cruise Companies,
Disneyland® Resorts, Ski & Safari
Operators (“Specialist Holiday”)
and some hotels
a full payment
deposit will be required and
will be advised
at the time of booking.
If the booking
is made 21 days or
less prior to
payment will also
be required for your Holiday booking.
deposit has been
paid the full
balance must be
settled no later
than 21 days before your departure date.
If we do not receive the
balance by the
due date we
will treat the booking as cancelled by you and
you agree to pay the cancellation charges as described in section 5.2 of
these booking conditions.
We accept cash,
cheques, credit and
Once full payment
has been received for a
confirmed booking, Etihad
Holidays will issue air E-tickets
plus vouchers for
booked. These vouchers
must be surrendered by you to the relevant supplier
of the services, e.g.
hotel or ground transportation supplier.
4. Holiday Price
All our prices
are quoted in AED, (unless
otherwise specified). We will
give you or your Travel Agent a
price quote at the time
of booking and
once you have accepted
that price and a
booking has been
made and confirmed through payment of
deposit or in
full, we will hold
The only additional charges
we may pass on to you are
those imposed by the UAE or foreign governments,
other regulatory bodies and/or
your holiday price includes:
• return transportation
including luggage allowance as
• overseas transfers / transportation as confirmed;
meals (including any bonus offers)
where they have been booked and confirmed;
• the services of a representative, tour guide or an appointed local agent, including a
24-hour emergency contact (except
• any other services e.g. excursions, car rental, ski packs, etc. where
they have been booked and confirmed; and
discounts where they have been booked and confirmed.
your holiday price does not include:
• passport, visa
and health protection fees;
• cots, car
seats and food for infants;
• meals unless
• excursions or entrance fees unless
• overseas airport departure charges
personal expenditure, tips, laundry,
• transport cost to your departure airport
• Holiday insurance.
5. Changes or cancellation by you
If you wish to change your booking after a deposit has been paid, the Lead Name should contact their Travel Agent if they booked via a Travel Agent; or
Etihad Holidays if they booked directly and subject to availability, we will try to meet the request.
If we are able to make the change requested, you agree to pay a non-refundable amendment fee of AED 200/- per person per change if the change(s) is / are
made 21 days or more before departure in addition to any applicable ticket change fees or increase in Holiday costs i.e. where you upgrade accommodation or
increase passengers. Changes made 21 days or less before departure will be treated as a cancellation and the charges in section 5.2 will apply.
We may, at our sole discretion, waive charges due to be made if the changes increase the cost of your Holiday and do not involve a change of destination /
Many suppliers, particularly airlines, cruise companies, Disneyland® Resorts, Ski & Safari operators and some hotels do not permit us to change names
or travel dates and impose full cancellation charges.
If this is the case, we will pass these charges on to you, in addition to our administration charges. Some accommodation types, particularly self-catering,
cruise ship cabins and hotel rooms with reductions for 3 + people, are priced according to the number of occupants. If fewer people travel than originally
booked there will be extra charges to pay, which will be advised to you when you make the changes.
If you or any member of your party wishes to cancel your booking once a booking has been confirmed and an invoice or receipt has been issued, the Lead Name
must notify their Travel Agent (or Etihad Holidays direct if the booking was made directly with Etihad Holidays) in writing. The cancellation charges you
will be required to pay will be calculated on the basis of the date we receive the written notification and the booked departure date. Please note we
cannot refund deposits, amendment fees or insurance premiums. We strongly recommend that you take out comprehensive holiday insurance which includes
We incur costs from the time you make your booking and you agree that if you cancel your booking, you will compensate us for our expenses and losses as per
the table and paragraphs below or if greater (for example if cruise companies, Disneyland® Resorts, Ski & Safari operators and some hotels are
concerned) the cost borne by us as a result of your cancellation.
Cancellation charges vary according to the type of Holiday booked and certain hotels and products. You will be advised at the time of booking of the
relevant cancellation terms and conditions.
a) Etihad Holidays Packages
Number of days between the booked departure date and the written Cancellation is received by us
Cancellation amount as a % of price
8 - 15 days
3 - 7 days
3 days or less & no show
b) Exceptions -
All Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination involving Cruises, Safaris, Ski,
Extended Touring & Self Drive itineraries and Disneyland® Resorts.
Number of days between the booked departure date and the written Cancellation is received by us
Cancellation amount as a % of price
90 – 46 days
2 1 days or less & no show
All Holidays to Maldives, Seychelles and Mauritius during the Peak Season (i.e. 20 December – 15 January) are non-refundable if cancelled within 60 days of
the date of booked departure or in case of no show and the cancellation amount equals 100% of the booking value.
During Public Holidays and over Special Events stricter conditions may apply for some hotels and suppliers. Cancellation terms & conditions specific to
your booking will be advised and confirmed at time of booking. For your own interest we strongly recommend that you arrange cover with a comprehensive
holiday insurance policy to travel on any of our Holidays. Please contact your Etihad Holidays Agent for details.
For any groups of ten or more customers travelling together special terms & conditions apply, which will be advised during the booking process.
6. If we have to change or cancel your holiday
We will do our utmost to deliver your Holiday as booked. As we plan the arrangements
many months in advance we may occasionally have to make changes and reserve the right
to do this at any time
If we have to make a Significant Change (as defined
below) in circumstances where there
been no Force Majeure, we will notify
the Lead Name or your Travel Agent as soon as practically possible and you will have one of three options:
• accepting the changed arrangements;
• transferring to another holiday offered by us and paying or receiving
a refund for any price difference; or
• cancelling your holiday and receiving a refund of all monies
paid to us (excluding
any travel insurance)
Significant Changes are limited
to changes involving:
• Your departure airport;
• Your destination area;
• a change
of accommodation to a lower star grading;
• Your departure time from your Etihad origin
airport, or length of holiday by more than 12 hours (excluding
transport delays once you have checked-in).
In cases where any part of your Holiday is on a request
basis, the deposit or final payment
will only be refunded
in full if Etihad Holidays is unable to confirm the booking and no
cancellation charges apply to any confirmed components of the Holiday.
will be available
on unused services.
Any refunded payments will be processed by the same payment method used to make the booking initially and to the same payee. The exception for this will be cash payments received by Etihad Holidays for Holiday packages which will be refunded in the form of a
cheque to the original payee on presentation of valid identification.
No refund will be given in any circumstances unless original travel documents
are returned to Etihad Holidays
All refunds will be processed within 21 days of the presentation of the original travel documents and invoice to Etihad Holidays.
8. Our liability to you
a) We accept responsibility for ensuring
that the travel arrangements
you book with us
as described in our brochure or on our website.
If any part of these travel arrangements is not provided as promised,
we will pay you appropriate
compensation if this has affected your enjoyment of your travel arrangements. We
accept responsibility for the acts and / or omissions of our employees and agents. Our liability in all cases (including in cases of gross negligence) except for death or bodily injury shall be limited to a maximum
of the cost of your Holiday and any reasonable
directly attributable costs.
b) We accept no responsibility for any delays or cancellations or non availability of any meal or service
due to Force Majeure.
c) In rare cases errors may occur when inputting
prices into our reservations system
or when printing
our brochure. We regret that any contract entered into on the basis
of an erroneous price will be void. Accordingly, you cannot seek to rely on an erroneous price when booking a holiday. In the unlikely event of a booking being
made following a systems
error we will advise you as soon as possible
and offer you the choice of either a cancellation with a full refund or continuing with your arrangements
upon payment of the difference in price applicable.
d) You should
note that the acceptance of any liability
on our part in any circumstances is subject to the amount of any claim against Etihad Holidays being
reduced by any amount paid to the claimant from time to time for the same claim such as (i) any employee, agent or supplier of Etihad Holidays who is in any way
responsible for the death,
injury or illness you suffer and / or (ii) under any relevant insurance policy
held by the claimant.
e) If you, or any member of your party, suffer death, illness or injury whilst overseas arising out of an activity which does not form part of your Holiday arrangements, we shall at our discretion, offer advice, guidance and assistance. Where legal action is contemplated and you want our assistance, you must obtain
our written consent prior to commencement of proceedings. Our consent will be given subject
to you undertaking to assign any costs and benefits
received under any relevant insurance policy
to ourselves. In any case, we limit the cost of our assistance to you or to any one booking form to maximum
f) In respect
of Etihad flights
included in your Holiday we will use our reasonable endeavours to ensure that in the event of a delay exceeding 3 hours, you will receive light refreshments,
in the event of a delay exceeding 6 hours, you will receive a main meal,
and in the event of an overnight delay, wherever possible,
you will receive meals and
accommodation. This section 8(f) is subject to the availability
of meals and / or accommodation, and the policies of third party operators, at the location
of the delay.
g) We do not recommend,
arrange or endorse any specific
medical services or medical
service providers. Notwithstanding anything herein, we will not be liable for any
damages, claims, injuries,
health risks, losses, liabilities, incidental or consequential
damages (collectively known as “damages”) whatsoever and howsoever caused,
arising out of, or in connection with, the use or misuse of the medical services received during
your Holiday, whether such damages arise in contract, tort, negligence, equity, statute law, or by way of any other legal theory
h) If we make arrangements
for you with any third party to provide any services other
than carriage by air, or if we issue a ticket or voucher provided by a third party such as surface transportation, hotel reservations, car rental, or any other activities, in doing so we act only as your agent. We will have no liability
to you for any such services we arrange for you unless any loss or damage is caused solely by our gross negligence
and in such case our liability
shall be subject to clause 8.1(a). The terms and conditions of the third party service provider will apply.
are available from us upon request.
9. Your responsibility
a) You must ensure that you and all customers named on your Holiday booking have
valid passports, any appropriate visas and vaccinations. We are not liable for any costs,
delays or illness resulting from your failure to meet these requirements. Please check
with the appropriate tourist board/embassy of the destination you are travelling to
prior to departure to ensure you have fulfilled any visa/passport requirements in good
time before you depart.
b) You are responsible for providing all information to us which we or any airline or other carrier or customs or governmental body may require. This may include information about your name, passport number, nationality, date of birth, gender, country of residence, travel history, occupation, home address, point of origin, final destination and address at destination.
c) You are responsible for ensuring that any existing medical conditions or disabilities, which may require assistance, are declared to us before you book your Holiday or, if newly diagnosed, before the date of departure. We can only accept your booking upon the clear understanding that we cannot be liable if any carrier refuses to accept you
or any member of your booking as a passenger if this information is not made known to us.
In all circumstances it remains your responsibility to ensure that you are fit to travel and to participate in all of the services and facilities which you have booked and undertaken and also that you have taken the relevant travel and medical insurances. We reserve the right to ask for further medical information from you if you notify a health matter to us and to refuse or cancel your Holiday in our absolute discretion.
d) You are responsible for the behaviour of yourself and all customers named on your Holiday booking. We or our suppliers reserve the right to refuse your booking or to remove you and/or any member of your booking from any Holiday arrangement if
you or any member of your booking is reasonably deemed to behave in a disruptive or dangerous manner. We will make no refund or payment of any costs incurred by you or any member of your booking under these circumstances, and you may face criminal prosecution.
e) You are reminded that Captains of aircraft have absolute authority over the aircraft and its passengers whilst boarding or in flight. The Captain or other authorized representative of an airline can refuse to carry anyone if they are unruly or are otherwise unfit to travel or are a danger to the flight or other passengers. If you are refused carriage in these circumstances your Holiday will terminate immediately and will be considered as a cancellation by you in accordance with Section 5.2 in such circumstances we will have no further responsibility or liability to you or any member of the booking.
f) If you participate in any activity (including any sports, water sports or winter sports) whilst on Holiday such participation is at your own risk and it is your own responsibility to obtain the relevant insurance.
g) If you receive any medical services whilst on Holiday you acknowledge and agree that such services shall be taken at your own risk and it is your own responsibility to consult appropriate health professionals on any matter relating to your health and well-being.
For your own interest we strongly recommend that you arrange cover with a comprehensive holiday insurance policy to travel on any of our Holidays. Please contact your Etihad Holidays Agent for details.
We plan our holiday arrangements
with great care, and in the unlikely event of a complaint about any aspect
of your Holiday, it should
be reported immediately to the Etihad Holidays’
local representative or to the Etihad Holidays Operations Team (+971 2 599 0700), who will
give a priority
response to resolve in-resort issues.
Should the matter not be resolved while you are on Holiday, any complaint
must be submitted in writing within 30 days of return from your Holiday to your Travel Agent or to Etihad Holidays, Guest Relations
Department, P.O. Box 35566,
Khalifa City A, Abu Dhabi, United Arab Emirates, or by e-mail
We regret we cannot entertain claims outside this period.
Applicable on or after 01 February
2014 until further notice.