Rules, notices, and your rights

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. 

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.

In the event of a flight delay or cancellation, we will inform you:

1. the reason for the delay/cancellation;
2. the care and the compensation that we will provide you; and
3. recourses available against us, including your options with the CTA. 

We will communicate new flight status information to you as soon as possible. In the case of a delay, we will also provide status updates every 30 minutes until a new departure time is set or new travel arrangements have been made.

Our obligations in respect of care and compensation depend on the cause of the flight disruption.

• if the reason for delay / cancellation is within our control and not safety – related, we will offer care & compensation and rebook you in order to complete your itinerary or provide you a refund.
• if the reason for delay / cancellation is within our control and is safety – related, we will offer care and rebook you in order to complete your itinerary or provide you a refund. 
• if the reason for delay / cancellation is outside our control, our obligation is only to rebook you in order to complete your itinerary.  
• The events which are deemed out of our control, include:
• weather conditions or natural disasters that make the safe operation of the flight impossible;
• instructions from air traffic control; 
• airport operation issues;
• medical emergency;
• security threat;
• collision with wildlife; 
• war or political instability;
• illegal acts or sabotage;
• Notice to Airmen (as defined in the Canadian Aviation Regulations);
• labour disputes within the carrier or an essential service provider such as an airport or an air navigation service provider; 
• a manufacturing defect in an aircraft that reduces the safety of passengers and that was identified by the manufacturer or a competent authority; or
• request from a police, security or customs official.

Care we will provide:

If we hadn’t notified you of a flight disruption at least 12 hours before the scheduled departure time and except when the disruption is outside our control, if a flight is cancelled or when a flight delay reaches two hours, we will provide you: 

• food and drink in reasonable quantities; and
• access to means of communication (e.g., free Wi-Fi).

If you are expected to wait overnight for your new flight, we will offer hotel or comparable accommodation free of charge; and provide free transportation to and from such accommodation.

Compensation we will provide: 

If we have notified you of the disruption 14 days or less in advance, we will provide compensation for the inconvenience of flight delays and cancellations if the disruption is within their control and not related to safety. This will be based on the length of your delay, which is determined by the arrival time at the final destination on your ticket.

If the length of the delay is:

• from 3 to 6 hours, your compensation is CAN $ 400;
• from 6 to 9 hours, your compensation is CAN $ 700; 
• 9 hours or more, your compensation is CAN $ 1000.

If you have already received compensation for the same event under the passenger protection rules of another country, you cannot receive further compensation under the Canadian regulations. You have one year to make a compensation claim to us and it must be made in writing. We will respond within 30 days seeking instructions for payment or telling you why compensation is not owed.

We will inform in writing the cash you are entitled as compensation and if any other alternate form of compensation we could offer. You will have the right to choose between them.

If you have opted for a refund because rebooking does not meet your travel needs or there is no longer any purpose to the travel, you will be given CAN $ 400 as compensation for inconvenience in addition to the refund. 

We will seat children under 14 near a parent or guardian at no extra cost. For children aged four or younger, we will provide a seat next to an adult. For children aged five to 14, if we can’t seat them next to an adult, we will try to seat them in the same row, with no more than one seat in between. If this isn’t possible, we will ask for volunteers to change seats.

If you are travelling with up to two children under 12, you can choose seats next to you online for free when you book your ticket. If you are travelling with three or more children, or if your children are older than 12, please call us after booking your ticket, and we will help with seating.

Nous assignons un siège aux enfants de moins de 14 ans à côté d’un parent ou tuteur sans frais supplémentaire. Nous assignons un siège aux enfants de moins de 4 ans près d’un adulte. Pour les enfants de 5 à 14 ans, si nous ne pouvons pas les asseoir près d’un adulte, nous essaierons de leur assigner un siège dans la même rangée avec un seul siège les séparant. Si ce n’est pas possible, nous demanderons à des volontaires de changer de place.

Si vous voyagez avec deux enfants maximum de moins de 12 ans, vous pouvez choisir des sièges à côté de vous en ligne gratuitement lorsque vous réservez votre billet. Si vous voyagez avec trois enfants ou plus, ou si vos enfants ont plus de 12 ans, veuillez nous appeler après avoir réservé votre billet et nous vous aiderons pour les sièges.

If you have any concerns, complaints, or wish to file a claim, please get in touch with us directly.

If you feel that we have not resolved your issue to your satisfaction, you can also reach out to the Canadian Transportation Agency (CTA). Visit their website at otc-cta.gc.ca/eng to learn more about your rights, or call them for advice at 1-888-222-2592.

• In the following situations, you are entitled to a refund of the ticket price and/or associated fees. 

• Cancelled flight – A guest is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the guest chooses not to travel 
• Optional service fees - A guest is entitled to a refund of fees paid for an optional service (for example, baggage fees, seat upgrades, or in-flight Wi-Fi) if the guest was unable to use the optional service due to a flight cancellation, delay, schedule change, or a situation where the consumer was involuntarily denied boarding. 
• Note: If you have purchased an optional service and that amenity either does not work or is not available on the flight, you may need to notify the airline of the problem to receive a refund. 
• Baggage fees - A guest is entitled to a refund if they paid a baggage fee and his or her baggage has been declared lost by the airline. 
• Airlines may have different policies to determine when a bag is officially lost.  Most airlines will declare a bag lost between five and fourteen days after the flight, but this can vary from one airline to another.  
• If an airline unreasonably refuses to consider a bag lost after it has been missing for an unreasonable period of time, the airline could be subject to enforcement action by the DOT. 
• Learn more about lost, delayed, or damaged baggage. 
• Fully refundable ticket - Guests who purchase fully refundable tickets are entitled to a refund when they do not use the purchased ticket to complete their travel 

In the following situations, consumers are not entitled to refunds except under very limited circumstances:  

• Non-refundable tickets - Guests who purchase non-refundable tickets are not entitled to a refund unless the airline makes a promise to provide a refund or the airline cancels a flight or makes a significant schedule change.     
• Personal issue - Guests who purchase nonrefundable tickets, but are unable to travel for a personal reason, such as being sick or late to the airport, are not entitled to a refund. 
• Unsatisfactory service - A guest who willingly takes a flight but has a bad experience with the airline or the flight is not entitled to a refund. 
• Incidental expenses – A guest who incurs incidental expenses such as a rental car, hotel room, or meal due to a significantly delayed or cancelled flight is not entitled to a refund of the incidental expenses.  

What if I purchased or reserved my ticket through a travel agent or online travel agency? 

• Ticket agents and online travel agencies are required to make “proper” refunds when service cannot be performed as contracted on a flight to, within, or from the United States. 

What should I do if I am entitled to a refund and would like to receive one from an airline or ticket agent? 

• You should proactively request a refund in writing from an airline or a ticket agent if you believe that you are entitled to a refund. 
• If you contact the airline or ticket agent for a refund and you are refused, you should file a complaint against the airline or ticket agent with the Department at https://secure.dot.gov/air-travel-complaint. 

Cancelling a ticket reservation or purchase within 24 hours of booking 

• For airline tickets that are purchased at least seven days before a flight’s scheduled departure date and time, airlines are required to either: 
• allow guests to cancel their reservation and receive a full refund without a penalty for 24 hours. 
• If you have booked your ticket through a travel agent or another third party, they may not allow you to cancel your reservation and receive a full refund without a penalty for 24 hours. Please contact your travel agent for further details.  

How quickly are airlines, travel agents, and online travel agencies required to process a refund? 

• Airlines and ticket agents are required to make refunds within 7 business days if a passenger paid by credit card, and within 20 days if a passenger paid by cash or check. 

More than seven (7) calendar days prior to the scheduled time of departure: 

• Notification; and  
• Refund; or  
• Rebooking (no fee for first rebooking; fare difference may apply) 

Seven (7) calendar days or less prior to the scheduled time of departure caused by unexpected circumstances or reasons beyond the airline's control: 

• Notification; and  
• Refund; or  
• Rebooking (no fare difference or rebooking fee payable if rebooking is made on a flight 30 days or less from departure date of passenger’s first flight; otherwise fare difference, rebooking, or other fees may apply); or
• Special replacement flight (no additional cost) 

Twenty-four (24) hours or less from scheduled time of departure caused by unexpected circumstances or reasons beyond the airline's control:  

• Notification; and  
• Refund; or  
• Rebooking (no fare difference or rebooking fee payable if rebooking is made on a flight 30 days or less from departure date of passenger’s first flight; otherwise fare difference, rebooking, or other fees may apply); or  
• Special replacement flight (no additional cost) 
• If the circumstances permit, and the passenger is already at the airport: 
  • Sufficient refreshments or meals or voucher for the same
  • Support in finding hotels or ground transportation (cost of accommodation and/or transportation shall be covered by the passenger)
  • Free phone calls, text, internet access, and first aid 

Seven (7) calendar days or less from the scheduled time of departure and is due to a cause other than unexpected circumstances: 

• Notification; and 
• If the flight is cancelled twenty-four (24) hours or less from the scheduled time of departure and the guest is already at the airport: Sufficient refreshments or meals, free phone calls, text and internet access, and first aid; and 
• Hotel accommodation and transportation from the airport to the hotel and back; and 
• To choose among:  
  • Refund; or
  • Rebooking (no fare difference; rebooking fees and other fees shall not apply to the first rebooking); or 
  • Special replacement flight (no additional cost); or  
  • Endorsement to another airline and alternative modes of transportation (no fees or fare difference); or
  • Purchase by the airline of a one-way ticket for the cancelled sector directly from a third-party airline, subject to conditions (see the full text of the APBR); or  
  • If the airline is unable to offer reasonable alternative transportation, the guest may purchase a ticket from another airline and/or other transport provider subject to reimbursement from and under conditions set by the airline, which should not be stricter than those in the APBR. 

Terminal delay of at least two (2) hours after the scheduled time of departure, whether or not caused by the airline: 

• Sufficient refreshments or meals  
• Free phone calls, text, and internet access, and first aid if necessary 
• Terminal delay extends to at least four (4) hours after the scheduled time of departure, for causes caused by the airline: 
•  
• If your flight is delayed, you can treat it as if it were cancelled. This means you can get the same benefits and assistance as you would if the flight were actually cancelled.
• Passengers who choose to continue with the flight shall be given the following:  

(a) compensation equivalent to at least the value of the sector delayed to be paid in the form of cash or voucher, at the discretion of the airline; and  

(b) the right to board the flight if it takes place more than four (4) hours after the scheduled time of departure 

Tarmac delay for three (3) hours from closing of doors or upon touchdown:

• Enough food and water, working air conditioning, functional toilet facilities, and access to medical help if necessary. 
• Timely and accurate announcements
• Guests may exit the aircrfat immediately unless it is not possible for safety or security reasons, or if it would disrupt airport operations. The pilot-in-command (PIC) may also receive a notice allowing the flight to depart within 30 minutes after the three-hour threshold. 
• After exiting the aircraft, the guest may be entitle to accommodation when necessary, plus food and communication services (JMC No. 001 s. 2023 - Guidelines on Long Tarmac Delays) 

If you were denied boarding or your flight is cancelled or delayed at least eight (8) hours, you may choose between: 

a) Reimbursement in the amount paid for the flight ticket, including fees, levies, taxes and other obligatory payments within 21 days of receipt of written application replacement flight ticket to your final destination; or 

b) re-routing, under comparable transport conditions, to your final destination at the earliest opportunity; or 

c) re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats. 

If your flight is delayed by at least five (5) hours and you elect not to travel, you are entitled to receive reimbursement as set out in point (a) above, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity. 

If you do not wish to continue with your initial travel plans when there is a delay of at least five (5) hours, you may choose reimbursement or rerouting. However, if the flight's delay is due to a protected strike, you will only be entitled to reimbursement; and a) and b) below. Where it is not feasible for the Airline to arrange the care set out above, it will reimburse you for your reasonable receipted expenses upon application to the Airline Guest Relations Department on https://www.etihad.com/en-ae/help/feedback . 

Reimbursement in the amount paid for the Flight Ticket, including fees, levies, taxes and other obligatory payments within 21 days of receipt of written application. 

If your flight is delayed by at least two (2) hours from the scheduled time of departure, you will be offered the following for free:

• Meals and refreshments in reasonable relation to the waiting time
• Two (2) telephone calls, telex, fax messages or e-mails

If the airline expects a flight to be delayed between five (5) and eight (8) hours, you will also be offered the following for free, if applicable:

• Hotel accommodation in cases where a stay of one or more nights becomes necessary, or where a stay additional to that intended by you becomes necessary
• Transport between the airport and place of accommodation (hotel or other)

If you are placed in a higher class of service than that stipulated on the Flight Ticket, you will not be subject to any extra charges nor are you entitled to any monetary compensation. If you are involuntarily placed in a lower class of service than that stipulated on the Flight Ticket, you will receive reimbursement of 100% of the price of the ticket for all flight segments longer than 4500 km. For flight segments less than 4500 km, the Airline will pay an amount equal to the flight fare paid, multiplied by the ratio between the affected flight distance and the total flight distance. 

This Notice is required by Israel’s Aviation Services Law (Compensation and Assistance for Flight Cancellations and Changes in Conditions), 5772-2012; Any legal claim or action taken in the event of a dispute should be based solely on the legal text of the Law. 

The Oman Passenger Rights Protection Regulation require us to compensate a guest who is denied boarding for their inconvenience and make alternate travel arrangements. If you are involuntarily denied boarding and you are delayed by six or more hours with respect to the scheduled departure time, you are entitled to receive, subject to the exemptions provided herein, the following amount from us:

If you are denied boarding and provided with an alternative flight departing between two hours or more but less than six hours before the originally scheduled departure time, you are entitled to 50% of the value of the travel ticket for the unused sector.

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.

In the event of a flight delay or cancellation where a flight is delayed for more than six hours and where we have notified of the cancellation within 14 days from the scheduled time of departure, we will inform you:

1.  the reason for the delay/cancellation
2.  the care and the compensation that we will provide you, as mentioned below

Care we will provide:

• Refreshments and drinks if there is a delay of two hours or more.
• A suitable meal if the delay exceeds three hours from the originally scheduled departure time.
• Adequate accommodation and transportation to and from the airport if the delay exceeds six hours from the originally scheduled departure time.

Compensation we will provide:

• RO 108 for all flights with a distance not exceeding 1,500 kilometres.
• RO 173 for all flights with a distance between 1,500 and 3,500 kilometres.
• RO 260 for all flights exceeding 3,500 kilometres.

The compensation may be reduced by 50% if the arrival time does not exceed the time set for it for the following:

•  (3) Three hours for all international flights that do not exceed 1,500km
•  (4) Four hours for all international flights between 1,500km and 3,500km
•  (5) Five hours for all international flights exceeding 3,500km

Our responsibilities for care and compensation are contingent on the reason for the flight disruption, provided it does not fall under 'Force Majeure' circumstances:

• War / Political unrest
• Fuel supplier issues
• Illegal activities
• Sabotage
• Security reasons
• Weather factors
• Airport closures
• Medical reasons
• Bird strikes
• Manufacturing defects
• Unexpected defects affecting flight safety
• Strikes
• Air traffic management
• Issues related to aircraft cargo

Failure to provide care

If care and assistance are not provided as per the Oman Passenger Rights Protection Regulation, you may be entitled to compensation as follows:

• Refreshments and drinks are not provided: 10 SDR
• Meal is not provided: 30 SDR
• Hotel accommodation and transport to and from airport are not provided: 100 SDR

This is without prejudice to any other rights or compensation available under the applicable regulations.

Damaged baggage must be reported immediately at the airport by the guest, or in writing within 24 hours of arrival.

For potentially lost baggage, the claim must be submitted within 21 days after the day it was supposed to arrive.

Compensation for delayed, lost or damaged baggage:

If you are downgraded to a lower cabin than the one shown on your ticket, you will be entitled to compensation as follows:

• If you accept the downgrade, you will be entitled to reimbursement of the full price difference between the original boarding class and the class in which you actually travel for the part of the flight affected by the downgrade, calculated by reference to the lowest reservation booking designator (RBD) in the downgraded cabin, plus compensation equal to 50% of that amount.
• If you do not accept the downgrade and choose to cancel your flight, you will be entitled to reimbursement of the value of the ticket for the unutilised itinerary, plus compensation equal to 50% of that value. This is without prejudice to your right to care and support in accordance with the applicable regulations.

Delay exceeding two hours

If your flight is delayed by more than two (2) hours, you are entitled to:

• Complimentary food and beverages or a voucher appropriate to your waiting time and mealtime.
• Two complimentary communications (telephone calls or emails).

Delay exceeding five hours

In addition to the above, if your flight is delayed by more than five (5) hours, you are entitled to:

• Hotel accommodation and free transportation between the airport and hotel accommodation if an overnight stay is necessary.
• Reimbursement for the unused portion of your ticket if you no longer wish to travel.
• Compensation of THB 1,500 in either cash or travel credit within 14 days.

Delay exceeding 10 hours

If your flight is delayed by more than ten (10) hours, you are entitled to:

• Complimentary food and beverages or a voucher appropriate to your waiting time and mealtime.
• Two complimentary communications (telephone calls or emails).
• Hotel accommodation and free transportation between the airport and the hotel accommodation if an overnight stay is necessary.
• Applicable compensation in either cash or travel credit within 14 days:

You will also have the option to:

• Receive full reimbursement for the unused portion of your ticket if you choose not to travel.

Be rerouted to your destination at the earliest opportunity or on a date convenient to you, subject to seat availability.

If your flight is cancelled or you are involuntarily denied boarding, you are entitled to:

• Complimentary food and beverages or vouchers appropriate to the waiting period.
• Two complimentary communications (telephone calls or emails).
• Hotel accommodation and transportation to/from the accommodation if the revised departure is more than 24 hours after the original flight.
• A choice between:
  • Full reimbursement for the unused portion of your ticket.
  • Rerouting to your final destination at the earliest available opportunity.
  • Alternative transport arrangements to your final destination, if necessary.

You will also receive compensation in accordance with the amounts listed in the table above, unless:

• You have been informed of the cancellation at least seven (7) days before departure.

The cancellation or denied boarding is caused by extraordinary circumstances, such as severe weather, security concerns, or air traffic control restrictions.

In the event your flight is cancelled within 24 hours of the scheduled departure, or if you are involuntarily denied boarding despite having a confirmed reservation, you are entitled to compensation as detailed in the table above.

You will also receive:

• Complimentary refreshments and meals appropriate to your waiting time.
• Accommodation and ground transport if an overnight stay is required due to the cancellation or denied boarding.
• The option to choose between:
  • Full reimbursement for the unused segment of your ticket.
  • Rerouting to your destination at the earliest opportunity or at a later convenient date, subject to seat availability.

Etihad Airways will not provide compensation if the disruption occurs due to reasons beyond its control. This includes severe weather conditions, security threats, decisions by authorities, and technical issues arising after flight preparation. Compensation will also not be provided if alternative transport is provided within four hours (direct flights) or six hours (connecting flights) of the originally scheduled time.

Compensation may be provided in cash, by bank transfer, or through travel vouchers, mileage, or other services upon your agreement. Cash compensation is provided at the airport where the disruption occurs, at Etihad Airways offices, or via bank transfer within 14 working days upon your request.

Exemptions

Etihad Airways will not provide compensation in the following cases:

• Denied boarding due to passenger health issues or to prevent epidemic diseases.
• Passenger failure to comply with aviation safety, security, or transport regulations.
• Passenger misconduct affecting flight safety or public order.
• Passenger under the influence of alcohol or drugs.
• Denial of boarding by competent authorities for security or safety reasons.

Compensation will also not be provided if the disruption occurs due to:

• Severe weather conditions affecting flight safety.
• Security threats.
• Decisions made by competent authorities.
• Passenger health emergencies onboard.
• Acts of sabotage or armed conflicts.
• Technical issues arising after flight preparation.
• Aviation infrastructure issues.
• Other force majeure events.

Additionally, the carrier is exempted from compensation obligations if:

• Passengers were notified at least 24 hours in advance of flight cancellations or long delays through appropriate communication channels.
• Passengers fail to register or provide accurate contact information.
• Passengers voluntarily cancel their confirmed reservations.
• Passengers are travelling on free or discounted industry tickets.
• Passengers fail to arrive for check-in.

Advance Notification

•  At least 2 weeks before the scheduled departure time: Etihad will offer an alternate flight or a refund.
•  Less than 2 weeks but up to 24 hours before the scheduled departure time: Etihad will offer an alternate flight or a refund.

 If you are not informed within the above timeframes, Etihad will offer an alternate flight acceptable to you or a full refund. Where compensation is payable under the applicable DGCA requirements, compensation will be based on flight duration as follows:

In addition, meals and refreshments will be provided while you wait for the alternate flight, where required under the applicable DGCA requirements.

Exceptions

• No financial compensation is payable when cancellations occur due to extraordinary circumstances beyond the airline’s control.
• Passengers who fail to provide contact details are not entitled to compensation but must still be offered refund or alternate travel.

If you have checked in on time and your flight is expected to be delayed beyond the scheduled or revised departure time, Etihad will provide the following care and assistance:

The above care obligations do not apply where the delay is caused by extraordinary circumstances beyond Etihad’s control and which could not have been avoided even if all reasonable measures had been taken.

Involuntary downgrading occurs when a passenger is carried in a lower class than the one originally booked.

For international sectors, reimbursement for involuntary downgrading will be as follows:

Compensation is not payable when flight cancellations or delays are caused by extraordinary circumstances beyond the airline’s control, including ATC, weather and security issues.

If you wish to raise a complaint or seek further assistance in relation to your rights under the applicable DGCA requirements, you may contact Etihad Airways through our customer support channels. Details of the relevant Nodal Officer and Appellate Authority are available on the website. Passengers may also lodge grievances through the AirSewa App or AirSewa Portal, in accordance with the applicable DGCA framework.