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Customer Service Plan

At Etihad Airways we continuously strive to be the best airline in the world.  Our number one priority is your safety. Another priority is to provide our guests with an unforgettable experience.

Our Guest Services Commitment

Offering our Lowest fares online

  • We will quote you the lowest available fare on our US website, which can be accessed  via www.etihad.com

Notification of delays, cancellations and diversions

  • For the latest information regarding an Etihad flight, visit the Flight Status section on our US website available via www.etihad.com and key in your flight number for arrival or departure information, or both.
  • Guests who have provided a telephone contact number in their reservation may receive a telephone call from the Etihad Airways Guest Contact Centre in the event of a cancellation, major schedule change or other service interruption.
  • If you are at an airport in the US, 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 onboard an Etihad aircraft, our flight crews 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.
  • For friends and family, Etihad Airways makes flight status information available on its US website, which can be accessed via www.etihad.com, and/or by calling Etihad Airways +1 (0) 877 690 0767.
  • We will update flight status information on our website via our telephone reservation system and at a U.S. boarding gates within 30 minutes of learning of a delay, cancellation or diversion.

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 of filing the baggage report.
  • Once your report is made in the World Tracer baggage tracing system, you will be able to click hereopens in a new window and view the status of your bag online by entering your name and report reference number.
  • In the event 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 your bag.
  • In the event you are not in your home country and the total number of your pieces of checked baggage have not arrived on the flight with you, Etihad Airways can provide a stipend equal to the following amounts:
    - USD 80.00 per day for First Class Guests
    - USD 60.00 per day for Business Class Guests
    - USD 40.00 per day for Economy Class Guests
    (Note - these amounts are per day for a maximum of three days. The initial amount can be paid when the report is made and the remaining one or two amounts payable can be paid when the bag arrives and is delivered or via other mutually agreed options if applicable)
  • In the unlikely event your bag is not located and returned to you within five 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 at:

Mail:

Baggage Claims Department
Etihad Airways, Box 35566
Abu Dhabi, UAE

Fax:

+971 (02) 511 2899

Email:

baggageclaims@etihad.ae

Telephone:

+971 (02) 511 2170
Daily from 7:30am - 6:00pm (Abu Dhabi local time)

  • Guests unable to contact our claims department via any of the above means should contact the nearest Etihad office for assistance.
  • We recommend you clearly label your baggage, inside and out, with your name, flight details and contact information.

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 offices.

During on-aircraft tarmac delays, our flight crews 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.

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 and use of the 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.

Guests must complete their check-in transaction a minimum 60 minutes prior to scheduled time of departure and be at the boarding gate ready for boarding a minimum 45 minutes prior to scheduled time of departure.  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 solicit guests to voluntarily give up their confirmed seat.

For each guest who elects to volunteer 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, i.e. 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

No compensation

60 min (1hr) to 240 min (4hrs) arrival delay

200% of one-way airfare
But no more than USD 650.00

Over 240 min (4hrs) arrival delay

400% of one way airfare
But no more than USD 1300.00

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 & aircraft configuration
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 on our US website available via www.etihad.com using the ‘The Etihad Experience’ and then ‘Our fleet’ function.

We will notify you in a timely manner of changes in your travel itineraries

Response to complaints
We will acknowledge in writing receipt of each 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 complaint. 

Our Guest Affairs Team
You are welcome to contact Etihad Airways Guest Affairs at:

Website

etihad.com/feedback

Telephone

+971 2 511 0000 (during Abu Dhabi office hours 8am-4pm Sun to Thur)

Mail

Attn. Manager Guest Affairs, Etihad Airways, PO Box 35566, Khalifa City A, Abu Dhabi, United Arab Emirates


Services provided resulting from flight cancellations, delays and misconnections
If you miss your connection due to reasons within our control, i.e. 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.

Ticket Refunds
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.

Contingency Plan for Lengthy Tarmac Delays

Applicable at airports within the United States of America

Etihad Airways is committed to being the best airline in the world. On rare occasions an Etihad Airways flight may experience delay whilst on the ground at an airport within the United States of America.  During this time, our goal is to ensure that any flight disruption is kept to a minimum, and that our guests’ journey with Etihad continues to be an inspired experience.

Etihad’s contingency plan for lengthy tarmac delays describes what Etihad will implement during an extended delay in accordance with U.S. Department of Transportation (DoT) regulations. 

What is a lengthy tarmac delay?

Any four-hour or longer delay that occurs while an Etihad aircraft is on-ground at a US airport during: 
- taxi out – from the time the aircraft pushes away from the gate until it is in the air;
- taxi in – from the time the aircraft lands until it is parked at a gate; or
- diversions – unscheduled stops at a US airport due to weather events, medical emergencies or other causes.

Etihad’s tarmac delay policy

The Etihad Airways Network Operations Centre (NOC) employees, third-party ground handling agent employees, Etihad airport operation teams, flight crews, air traffic control coordinators and airport operator employees will work together to:

  1. Provide adequate food and water no later than two hours after the aircraft leaves the gate (in the case of a departure) or touches down (in the case of an arrival) if the aircraft remains on the tarmac, unless the pilot-in-command determines that safety or security considerations preclude such service.

  2. Assure that upon departure from or arrival at a U.S. airport the aircraft shall not remain on the tarmac for more than four hours before allowing passengers to deplane.  The flight crew and air traffic control will coordinate any exceptions to this legal requirement.  Exceptions may be made if:
    a. the pilot in command determines there is a safety or security risk to deplaning guests, such as a weather event or an air traffic control directive; or
    b. Air Traffic Control advises that returning to a gate or allowing guests to deplane at an area other than a gate would significantly disrupt airport operations.

    In either of these scenarios, Etihad Airways will continue to assess conditions in an effort to maintain compliance with our customer service plan and DoT regulations.

  3. Proactively manage the pushback of an aircraft to prevent delays lasting more than four hours, to the best of our ability.

  4. Proactively manage taxi-in delays to prevent delays lasting more than four hours, to the best of our ability.

  5. Proactively manage diversions to prevent delays from lasting more than four hours, to the best of our ability.

  6. Provide or arrange lavatory facilities as well as adequate medical attention, if needed, while an aircraft remains on the tarmac.

  7. Provide information to guests regarding the status of the delay every 30 minutes, including reasons for the delay if they are known, via Etihad’s airport operation teams and flight crews.

  8. Provide information every 30 minutes to guests onboard an aircraft that they may disembark if they wish to, but only when this is actually possible, and safe to do so, via Etihad’s airport operation teams and flight crews.

Etihad Airways has sufficient resources to implement this plan.

Etihad Airways has coordinated this plan with the airport authorities, the US Customs & Border Protection, the US Transportation Security Administration at Chicago O’Hare terminal 5, John F. Kennedy International Airport terminal 4, Dulles Airport main and Los Angeles Airport TBIT and at those airports nominated as alternate airports within the USA.