The Etihad Airways Customer Service Plan is applied in
accordance with applicable United States Department of Transportation
Our Guest Services Commitment
Offering our Lowest fares online
• We will offer the lowest available fare on our US website,
which can be accessed within the United
States at www.etihad.com. If you inquire about a fare via our call
centre or ticket counter, we will advise you that a lower fare may be available
on our United States website. Please note
that this commitment is limited to providing lowest published fare that we
offer for the specific airports and type of itinerary that you request. We do not search for or quote fares for other
itineraries, or by combining separate one-way tickets
Notification of delays, cancellations and diversions
• Etihad Airways aims to get you to your destination on
time and as scheduled. There may be times when weather, air traffic control or
other operational factors lead to flight delays, cancellations or diversions. When
this happens we will make available the most current, accurate information
about your flight's status that we have. This includes providing information
about a change in the status of a flight to, from or within the United States,
a delay of 30 minutes or more in the planned operation of a flight or a flight
We will use one or more ways to communicate this
- Providing information in
the boarding gate area of an impacted flight
- Via airport flight information
display screens within the departure airport
- Upon request via phone call
to the Etihad Airways call centre
- Via flight status updates at
www.etihad.com and the Etihad mobile app
- Phone call/SMS and email
alerts for guests who provide that contact information directly to Etihad
• If you are at an airport in the United States, an Etihad
airport team member or one of the third-party ground handling agent employees
will be available to assist you and answer questions. They will also keep you regularly informed
during a delay on the ground at the terminal.
• In the event of a lengthy tarmac delay on board an Etihad
aircraft, our flight crew will keep you informed of the latest information
available on the flight’s status.
• In the event of a diversion, our flight crew will keep you
informed as to the new destination and reason for the diversion, and provide
updates every 30 minutes with the most current available information about the
status of the flight.
On-Time Baggage Delivery
• We will strive to deliver your baggage in a timely manner
following the flight’s arrival.
• If your baggage does not arrive with you, please see an
Etihad Airways representative in the baggage area and file a baggage
report. We will make every reasonable
effort to reunite you with your baggage within 24 hours, though in exceptional
circumstances the actual notification may take longer.
• Once your report is made in the World Tracer baggage
tracing system, you will be able to click here
and view the status of your bag online by entering your name and report
• In the event that your bag does not arrive at its intended
destination the day of your flight, our local baggage services company will
endeavor to contact you on a daily basis with an update on efforts to locate
• In the event that you
are not in your home country and your checked baggage has not arrived on your
flight, Etihad Airways will reimburse you (as required by applicable
international agreement and up to international limits) for your reasonable
expenses incurred as a result of the delay, which include essential items such
as toiletries, basics and other necessary items. You must present your receipts to Etihad
Airways so that we can evaluate your claim for reasonable delayed baggage
expenses. If we are unable to locate
your baggage, any delayed baggage payments made previously by Etihad Airways
will be deducted from the final settlement.
• In the unlikely
event your bag is not located and returned to you within 7 days, the claim file
will be transferred to Etihad Airways headquarters and will be managed by a
representative from our baggage claims department. You may contact the baggage claims department
Baggage Claims Department
Etihad Airways, PO BOX 35566
Abu Dhabi, UAE
||+971 (0)2 511 2899
+971 (0)2 511 2170
Daily from 8:00am until 8:00pm (Abu Dhabi local time)
• Guests unable to
contact our claims department via any of the above means should contact the
nearest Etihad Airways office for assistance.
• We recommend you clearly label your baggage, inside and
out, with your name, flight details and contact information.
• Etihad Airways will also
refund any additional fee you paid us to transport the lost bag.
Guests with disabilities or special needs
Etihad Airways is committed to providing our guests with
exceptional service, delivered with warmth and respect.
We operate a modern fleet of aircraft equipped with
accessible lavatories and moveable armrests in a number of seats, and every
Etihad Airways aircraft has an onboard wheelchair to assist guests with reduced
mobility during a flight.
We will disclose all guidelines and procedures for guests
with reduced mobility and special needs on our US website available via www.etihad.com, or via the Etihad Airways
Contact Centre, telephone number +1 (0) 877 690 0767, and at our airport
During on-aircraft tarmac delays, our flight crew will make
every effort to accommodate the particular requirements of guests with
disabilities or special needs.
Our team members are trained to comply with the Air Carrier
Access Act (14 CFR Part 382) and we shall make available a trained complaint
resolution official at all times, either in person or via the telephone.
Guests with disabilities and other special needs can obtain
a copy of 14 CFR Part 382 in an accessible format from the US Department of
Transportation by any of the following means:
- For calls made from within
the United States, by telephone via the Toll-Free Hotline for Air Travelers
with Disabilities at 1-800-778-4838 (voice) or 1-800-455-9880 (TTY),
- By telephone to the
Aviation Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511
- By mail to the Air Consumer
Protection Division, C-75, US Department of Transportation, 1200 New Jersey
Ave., SE., West Building, Room W96-432, Washington, DC 20590, and
- On the Aviation Consumer
Protection Division's website (http://airconsumer.ost.dot.gov).
Meeting your essential needs during lengthy tarmac delays
Etihad Airways will make every reasonable effort to avoid
extended on-aircraft tarmac delays, and in the event a delay occurs, we will
make every reasonable effort to provide food and water, operable lavatories,
and access to medical assistance during the delay.
Handling oversold flights at US airports
Etihad Airways is committed to handling all guests with
fairness and consistency.
Unless otherwise specifically
noted for guests traveling on confirmed First or Business Class tickets, all guests
traveling on an Etihad-operated flight from a United States airport must complete their check-in transaction a minimum of 60
minutes prior to the scheduled time of departure and be at the boarding gate ready
for boarding a minimum of 45 minutes prior to the scheduled time of departure. Check-in and
departure gate deadlines for airports outside the United States may vary, and
guest should refer to airport-specific information available at https://www.etihad.com/en-us/before-you-fly/airport-information/.
No compensation shall be payable to a guest
who does not comply with the Etihad Airways reservation and check-in
requirements or who cannot be accepted for transportation under the terms and
conditions detailed in the Conditions of Carriage.
On every occasion when a flight is in high demand and an
overbooking situation occurs, Etihad Airways shall seek guests to
voluntarily give up their confirmed seat.
For each guest who voluntarily elects to surrender their seat, the
airport team shall make alternative arrangements on a case-by-case basis. These arrangements may include, but are not
limited to, rebooking onto another Etihad Airways flight or another airline’s
flight to the same final destination, and providing hotel accommodations,
meals, ground transport and travel credits or other rewards.
If an insufficient number of volunteers exist, and it
becomes necessary for Etihad Airways to deny a guest boarding, the last
guest(s) to present for check-in shall be denied boarding. There are exceptions to this general
operating practice of selecting the last guest(s) to present at check-in. These include, but are not limited to,
special category passengers, such as unaccompanied minors. This situation will be managed by the Etihad
airport team member on duty at the check-in area or departure gate as applicable.
If you are denied boarding, Etihad Airways shall make
available to you from the ticket counter or boarding gate a copy of a notice
providing a written explanation of denied boarding compensation.
The following amounts shall be paid as denied boarding
compensation to a guest, based on the arrival time of alternate transportation
to the final destination or first stopover point when compared with the
original scheduled arrival time.
0 min to 60 min arrival delay
|60 min (1 hr) to 240 min (4 hrs) arrival delay
200% of one-way airfare
But no more than US$675.00
|Over 240 min (4 hrs) arrival delay
400% of one-way airfare
But no more than US$1,350.00
In addition to these amounts Etihad Airways shall make
arrangements for you to travel to your final ticketed destination in full
compliance with 14 CFR Part 250.
Disclosure of cancellation policies, Etihad Guest program rules &
Upon request, this information is available to our guests
via the Etihad Airways Contact Centre by calling +1 (0) 877 690 0767.
Aircraft configuration information can be found here.
- Etihad Airways website - Terms and Conditions
- General Conditions of Carriage
- Etihad Guest Loyalty program terms and conditions
We will notify you in a timely manner of changes in your
Response to complaints
We will acknowledge in writing receipt of each written complaint
regarding our scheduled service to the complainant within 30 days of receiving
it and shall send a substantive written response to each complainant within 60
days of receiving the written complaint.
Our Guest Affairs Team
You are welcome to contact Etihad Airways Guest Affairs at:
||+971 (0)2 511 0000 (during Abu Dhabi office hours 8am-4pm Sun to Thur)
||Attn. Manager Guest Affairs, Etihad Airways, PO Box 35566, Khalifa City, Abu Dhabi, United Arab Emirates
If your written complaint involved travel to or from the United
States and you are not satisfied with our response, you may then submit a
complaint or comment about Etihad Airways’ service to the US Department of
Transportation at http://airconsumer.dot.gov
or write at their mailing address given below:
Aviation Consumer Protection Division, C-75
US Department of Transportation
1200 New Jersey Ave., S.E.
Washington, D.C. 20590
Services provided resulting from flight cancellations, delays and
If you miss your connection due to reasons within our
control, such as aircraft servicing, Etihad Airways will, in accordance with
our terms and conditions, seek to provide you with an alternative flight
reservation with a confirmed seat on Etihad or another airline to your
originally ticketed final destination or first stopover. Where airline schedules necessitate, we shall
also provide hotel accommodation, meals/refreshments, and ground transportation
to/from the airport and hotel.
Where ticket refunds are due, we will provide prompt
refunds, as required by 14 CFR 374.3 and 12 CFR part 226 for credit card
purchases, and within 20 days after receiving a complete refund request for
cash and check purchases, including refunding fees charged to a passenger for
optional services that the passenger was unable to use due to an oversale
situation or flight cancellation.
Refund Requests Made within 24 hours of Booking
For itineraries to/from the United States booked with Etihad
Airways through our United States’ points of sale at least seven days prior to the
first flight’s departure, you may request a refund within 24 hours of booking
without penalty. Your refund will be
processed within seven days of the refund request. If you request a change to your booking during
this 24-hour period that result in a higher fare (e.g., changes to dates of
travel or class of service) you must pay any fare difference. If such changes result in a lower fare, you
will be refunded the difference in price.