These Terms and Conditions govern the provision and use of the services listed below (“Services”) offered by Etihad Airways PJSC (“Etihad,” “we,” or “us”). By booking or using the Services, you (“You” or “Guest”) acknowledge and agree to be bound by these Terms and Conditions. Please read them carefully before proceeding with any reservation or use of our Services.

The following Services will begin a phased introduction from 01 August 2025 at these select destinations:

• Abu Dhabi, UAE
• London, United Kingdom
• Paris, France
• Geneva, Switzerland
• Phuket, Thailand
• New York, USA
• Singapore, Singapore
• Toronto, Canada

The Services are also available to the eligible Guests during their Stopovers in the UAE, provided the ticket includes all applicable taxes.

Etihad UAE Chauffeur
 

1. Booking Requirements

1.1. Bookings must be made at least 12 hours prior to your scheduled flight departure time.

1.2. To complete a booking, you must provide the following information:

• A valid contact number
• Full address
• City code
• Preferred pick-up time for both departure and arrival flights

1.3. Pick-up times indicated in your booking confirmation are approximate and may be subject to change.

1.4. You will receive a phone call from EuroGulf to confirm your final pick-up time, beginning 24 hours prior to your departure.

1.5. Changes to your booking can only be made up to 12 hours before your scheduled departure.

1.6. You will receive an SMS notification when your chauffeur arrives. Your chauffeur will wait up to 25 minutes from the scheduled pick-up time.
 

2. Ticket Eligibility

2.1. Etihad UAE Chauffeur is only available to Guests travelling on the following ticket fares and excludes any complimentary upgrades, redemption upgrades, paid upgrades or airport operational upgrade programs (‘Eligible Guests’):

2.1.1. The Residence;

2.1.2. First Deluxe and First Comfort fares; and

2.1.3. First Deluxe Saver Award and First Comfort Saver Award (formerly Guest Seats).

2.2. One chauffeur trip is permitted per flight sector for each eligible PNR booking.

3. Availability 

3.1. Etihad UAE Chauffeur is not available in the following scenarios: 
3.1.1. Flights operated by other airlines, even if marketed by Etihad Airways. 
3.1.2. Flights operated by Etihad Airways but marketed by other airlines. 
3.1.3. Tickets purchased through instant airport upgrades. 
3.1.4. Transit bookings. 
3.1.5. Unaccompanied Minors (UM) and children aged 12 and under. 
3.2. For UAE stopovers, Etihad Chauffeur is only available if the ticket includes all applicable taxes.

4. Distance and coverage 

4.1. Etihad UAE Chauffeur is available to and from any location in the UAE accessible via Google Maps. 
4.2. The complimentary service includes all taxes, tolls, and gratuities within the eligible radius. 
4.3. International border crossings are not permitted under any circumstances.

5. Vehicle type and baggage 

5.1. The standard vehicle provided in the UAE is a station wagon. 
5.2. Vehicle models are subject to availability and local regulations. 
5.3. Each vehicle accommodates up to two Guests, two standard suitcases, and one cabin bag. 
5.4. Additional vehicles cannot be requested for excess baggage.

6. No-show and rebooking policy 

6.1. If the Etihad UAE Chauffeur service is not cancelled at least 12 hours before your scheduled flight, it cannot be rebooked using the same ticket.

7. Liability 

7.1. Etihad UAE Chauffeur services are provided by contracted third-party suppliers. 
7.2. Etihad is not responsible for the actions or omissions of these third-party suppliers, or for any deficiencies in the facilities or services offered. 
7.3. Etihad accepts no liability for any loss, personal injury, or death incurred during the use of these services unless caused solely by the proven negligence of Etihad Airways.

Etihad Global Chauffeur
 

1. Booking Requirements

1.1. Eligible Guests must book at least 12 hours before their scheduled flight time.
1.2. To book, Eligible Guests must provide: A contact number, address, post code or zip code and preferred pick-up time for both departure and arrival flights.
1.3. Pick-up times provided in the booking confirmation are indicative only.
1.4. Chauffeur services outside of the UAE are provided by Blacklane GmBH (“Blacklane”). They will email a reminder 24 hours before your flight.
1.5. Blacklane will also contact Eligible Guests via email or SMS 60-90 minutes before pick-up to confirm driver's details.
1.6. Changes to bookings are only permitted up to 12 hours before departure.
1.7. The Chauffeur will wait for up to 30 minutes for departures, and up to 60 minutes for arrivals.
 

2. Ticket Eligibility

2.1. Subject to section 5 (Location, Eligibility and Charges), Etihad Global Chauffeur is only available to Guests travelling on the following ticket fares and excludes any complimentary upgrades, redemption upgrades, paid upgrades or airport operational upgrade programs (‘Eligible Guests’):

2.1.1. The Residence;

2.1.2. First Deluxe fares; and

2.1.3. First Deluxe Saver Award (formerly Guest Seats).

2.2. One chauffeur trip is permitted per flight sector for each eligible PNR booking.

2.3. Etihad Global Chauffeur is not available for Unaccompanied Minors (UM) (unaccompanied children aged 12 and under)

3. Availability

3.1. Etihad Global Chauffeur operates in the locations outside of the UAE that are listed in section 5 (Location and Charges). It is not available to Guests on the following flights:
3.1.1. Flights operated by other airlines, even if marketed by Etihad Airways.
3.1.2. Flights operated by Etihad Airways but marketed by other airlines.

3.2. Locations or any conditions related to locations may be introduced to, or removed from, section 5 (Location and Charges) by Etihad Airways in its sole discretion.
3.3.  Chauffeur services to and from Abu Dhabi International Airport are offered separately with different eligibility requirements and are subject to that program’s terms and conditions. 

4. Distance and Coverage

4.1. Service coverage is limited to an 80km radius of the airport ‘(Eligible Radius)’. This coverage is based on the shortest calculated distance between pickup and drop-off locations.
4.2. The complimentary service includes all taxes, tolls, and gratuities within the Eligible Radius.
4.3. Tolls incurred outside the Eligible Radius are not included in the complimentary service, and will be an additional fee.
4.4. Not valid for transfers between terminals at the same airport.
4.5. International border crossings are not permitted under any circumstances.

4.5.1 International border crossing to or from the following countries is permitted for customers travelling to or from Luxembourg (LUX): Germany (DE), France (FR), Belgium (BE)

5.  Location, Eligibility and Charges

5.1. Etihad Global Chauffeur is available in the following locations, and additional charges outside of the 80km radius will be charged as follows:

(1) only applies to tickets with First Deluxe fares that are issued or re-issued from 00:01 UTC 26 March 2026

(2) only applies to tickets with First Deluxe fares that are issued or re-issued from 00:01 UTC 1 June 2026

(3) only applies to tickets with First Deluxe fares that are issued or re-issued from 00:01 UTC 11 June 2026

(4) only applies to tickets with First Deluxe fares that are issued or re-issued from 00:01 UTC 12 June 2026

(5) only applies to tickets with First Deluxe fares that are issued or re-issued from 00:01 UTC 1 January 2026

(6) only applies to tickets with First Deluxe fares that are issued or re-issued from 00:01 UTC 28 October 2026

6. Vehicle Type and Baggage

6.1. Vehicle models are subject to availability and local regulations.
6.2. Each sedan accommodates up to two Eligible Guests. Maximum baggage capacity for the relevant vehicle is listed on blacklane.com.
6.3. If Etihad Airways determines in its sole discretion that a larger vehicle is necessary, a Multi-Purpose Vehicle (MPV) may be provided instead of a sedan.

6.4. Additional vehicles cannot be requested for excess baggage.
 

7. No-show and Rebooking Policy

7.1. If Etihad Global Chauffeur is not cancelled, it cannot be rebooked using the same ticket.

8. Payment Process

8.1. You will receive email notification of any extra charges at least 24 hours before pick-up.
8.2. Excess mileage and additional fees must be paid in advance.
8.3. Visa, Mastercard, and American Express are accepted.
8.4. Payments to drivers are not permitted.
8.5. Driven mileage is based on average distances between postcode sectors.

9. Liability

9.1. Etihad Global Chauffeur services are provided by contracted third-party suppliers.
9.2. Etihad Airways is not responsible for the actions or omissions of these third-party suppliers or for deficiencies in the facilities or services offered.
9.3. Etihad Airways accepts no liability for any loss, personal injury, or death incurred during the use of these services unless caused solely by the proven negligence of Etihad Airways.

Etihad Meet & Assist (MAAS)
 

1. Service Description

1.1. Etihad Meet & Assist is a complimentary service offered exclusively to Guests flying in The Residence® or First Deluxe.
1.2. A dedicated Etihad Host provides personalised assistance to ensure a seamless airport experience from arrival to departure.
1.3. For departing Guests, the service begins at kerbside, and for connecting Guests, it starts upon arrival from a previous Etihad-operated flight, at the aircraft or gate. The service concludes when the Guest arrives at their destination in The Residence or First Deluxe or begins the next part of their journey.

2. Eligibility

2.1. The service is available for all paying revenue Guests in The Residence® and First Deluxe.
2.2. This complimentary service is not available to Guests who have upgraded to First Deluxe through bidding or at the airport.
2.3. Guests who have been operationally downgraded from First Deluxe will retain their entitlement to the Etihad Meet & Assist service.
2.4. Family members or travel companions, of the eligible Guests, in other cabins may be escorted by the Etihad Host but are not automatically entitled to fast-track immigration or priority boarding.

3. Service Details and Limitations

3.1. Porterage: At Zayed International Airport (AUH), one porter is provided per Guest in The Residence and First Deluxe.
3.2. Kerbside Assistance: A Kerbside greeting will be available for Guests who have booked the Etihad Chauffeur service. At other international airports where kerbside service cannot be provided, assistance will begin at the check-in counters.
3.3. Fast Track: Fast-track immigration and security services will be provided at participating airports, subject to availability.
3.4. Connections: For Guests connecting from an Etihad First Deluxe flight to another airline, the MAAS service concludes at the baggage claim area or the transfer desk. Complimentary MAAS is not provided for the connecting sector with the other airline.
3.5. Due to operational constraints, the service may not be available for large groups.
 

Etihad Home Check-In & Etihad Land & Leave

These Terms and Conditions ("Terms") govern the provision and use of the Etihad Home Check-In and Etihad Land & Leave services (collectively, the "Services") offered by Etihad Airways PJSC ("Etihad") in partnership with Morafiq Aviation Services LLC ("Morafiq"). By booking or utilizing the Services, the passenger ("Guest") acknowledges and agrees to be bound by these Terms and Conditions.
 

Definitions

For the purposes of these Terms and Conditions:
"Services" refers to the passenger and baggage handling offerings comprising:

• Etihad Home Check-In: a pre-departure service whereby Morafiq conducts airport check-in formalities at a Guest's designated location, including document verification, baggage collection, and boarding pass issuance, for flights departing from Abu Dhabi International Airport ("AUH").
• Etihad Land & Leave: a post-arrival service whereby Morafiq collects, clears, and delivers baggage upon a Guest's arrival at AUH, enabling the Guest to bypass baggage claim and exit the airport directly.
  "Guest" means a passenger traveling on a qualifying Etihad ticket who books or avails of either Service.

1. Eligibility

1.1. The Services are available exclusively to Guests purchased and booked into one of the following:

-First Deluxe

-GuestSeat First Deluxe

- The Residence

1.2. The Services are not available to Guests:
1.2.1. Traveling on flights bound for the United States;
1.2.2. Traveling with weapons (WEAP), unaccompanied minors (UMNR), or pets in cabin (PETC), whether declared or otherwise;
1.2.3. Booked in any other cabin and subsequently upgraded to the First cabin through complimentary upgrade, redemption, miles, paid upgrade, or airport operational upgrade programs;
1.2.4. Upgraded into The Residence on a complimentary basis, including promotional or discretionary upgrades.

2. Booking and Charges

2.1. The Services shall be provided on a complimentary basis when reserved through the First Concierge.
2.2. Reservations made through channels other than the First Concierge shall be subject to the standard fees published by Morafiq at the time of booking.
2.3. All reservations are subject to availability and must be confirmed no later than seventy-two (72) hours prior to the scheduled flight departure or arrival time, as applicable.
2.4. Modifications or cancellations must be made no fewer than seventy-two (72) hours [MT1] [AM2] prior to scheduled flight departure. Late changes may result in forfeiture of the Service and any associated fees.

3. Service Coverage

3.1. The Services are available only within a fifty (50) kilometer radius of Abu Dhabi International Airport (AUH).
3.2. The Services are not offered at outstation airports or international locations outside the United Arab Emirates.

4. Baggage Allowance and Associated Charges

4.1. Subject to the eligibility requirements set out in Section 1, each Guest shall be entitled to the handling of up to ten (10) pieces of baggage per Service.
4.2. Charges shall apply for any baggage handled under the Services in excess of the ten (10) pieces per Service entitlement, as follows: Home Check-In: AED 25 per additional bag; Land & Leave: AED 20 per additional bag. These charges apply solely in relation to baggage handled under the Services and are separate from any extra baggage fees associated with the Guest's ticketed baggage allowance.
4.3. Any baggage exceeding the Guest's permitted allowance under the ticketed fare will be subject to Etihad's extra baggage fees and conditions.
4.4. Oversized baggage (defined as any item with a linear dimension exceeding 300 centimeters) remains subject to Etihad's applicable baggage handling policies and may be excluded from the Services.
4.5. All baggage must comply with Etihad's baggage policies, including maximum weight and dimension limits per bag, as published at etihad.com at the time of travel. Non-compliant items may be excluded from the Services or incur additional charges.

5. Security and Liability

5.1. All baggage must be secured using a TSA-approved lock to permit inspection by customs, security, or law enforcement authorities if required.
5.2. Guests acknowledge that they may be required to report in person to Abu Dhabi International Airport for inspection upon request from regulatory or security authorities.
5.3. Liability for loss, damage, or delay of baggage is governed under the terms of the Morafiq Service Agreement. Guests are responsible for reviewing those terms, available at www.morafiq.ae, prior to confirming any Service.
5.4. Guests must declare any dangerous goods or restricted items in advance. Failure to do so may result in denial of service, legal penalties, or other consequences under applicable laws and regulations.

Etihad Concierge
 

1. Service Description

1.1. Etihad Concierge is an exclusive, dedicated service available to eligible First Deluxe Guests. The team proactively engages with Guests to arrange and coordinate all entitled complimentary services, manage flight changes or disruptions, and offer personalized support throughout the journey. Support is provided through outbound calls and WhatsApp, with the Concierge team available 24/7.

2. Eligibility

2.1. Etihad Concierge and its associated complimentary benefits are available exclusively to Guests who meet all of the following conditions:
2.1.1. Travel on a First Deluxe or First GuestSeat Deluxe fare brand.
2.1.2. Travel on a ticket issued on an Etihad (607) document.
2.1.3. Travel on Etihad-operated flights only.
2.1.4. Hold a booking made on or after 29 May 2025 for flights from 1 August 2025 onwards.[MT1]

3. Ineligible Guests

3.1. Etihad Concierge service is not available to guests traveling in First Comfort.
3.2. Guest booked in any other cabin and subsequently upgraded to the First class cabin through complimentary upgrade, redemption, miles, paid upgrade, or airport operational upgrade programs.

3.3 Guests upgraded into The Residence on a complimentary basis, including promotional or discretionary upgrades.

General Provisions

Etihad reserve the right to refuse provision of the Services to any Guest who fails to meet eligibility requirements, violates these Terms and Conditions, or is otherwise deemed unsuitable on the basis of safety protocols, regulatory compliance or operational considerations. Such refusal shall not be arbitrary and will be exercised in accordance with applicable laws and airline protocols.

Etihad reserves the right to amend these Terms and Conditions at any time. In the event of material changes that affect Guests' rights or obligations, Etihad shall provide at least seven (7) days' prior notice to affected Guests, either via the contact details provided at the time of booking or by publishing an update on Etihad's official website. The version of the Terms in effect at the time a Guest's reservation is confirmed shall apply to that booking.

Data Privacy

Guests acknowledge and agree that personal data collected for the purpose of booking and delivering the Services may be processed by Etihad in accordance with applicable privacy and data protection laws. Such data may include passport information, contact details, baggage data, and travel itinerary. By booking or utilizing the Services, Guests consent to this processing in accordance with the Etihad privacy policies, accessible at www.etihad.com

Governing Law and Jurisdiction

These Terms and Conditions shall be governed by and construed in accordance with the laws of the United Arab Emirates. Any dispute arising out of or in connection with these Terms and Conditions or the provision of the Services shall be subject to the exclusive jurisdiction of the courts of Abu Dhabi, United Arab Emirates.

This streamlined experience is a complimentary for guests travelling on a First Deluxe fare, and in The Residence®.

This service is available within an 80 km radius of airports in Paris, Geneva, New York, Toronto, London, Singapore, and Phuket.