Terms and Conditions

1. The Contract

These conditions and other information in all Etihad Holidays’ brochures, price booklets, separate publicity material and our web site 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.

You are recommended 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) for clarification.

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 book.

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 or claims).

2. How to Book

A Holiday booking can be made through Etihad Holidays Retail Shops, Sales Offices or directly with the Etihad Holidays Call Centre +9712 5990700 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 by you to the Travel Agent are held by the Travel Agent as your agent until the booking is accepted and confirmed by Etihad Holidays.

3. Payment

A booking 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, (“Specialist Holiday”) and some hotels a full payment will be required and will be advised at the time of booking. If the booking is made 16 days or less prior to departure full payment will also be required for your Holiday booking.

If a deposit has been paid the full balance must be settled no later than 16 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 debit cards.

Once full payment has been received for a confirmed booking, Etihad Holidays will issue air E-tickets plus vouchers for other services 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 that price.

The only additional charges we may pass on to you are those imposed by the UAE or foreign governments, other regulatory bodies and/or airlines.

What your Holiday price usually includes (subject to our confirmation in writing):
- return transportation including luggage allowance as confirmed;
- overseas transfers / transportation as confirmed;
- accommodation, 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 cruises);
- any other services e.g. excursions, car rental, ski packs, etc. where they have been booked and confirmed; and
- Child discounts where they have been booked and confirmed.

What your Holiday price does not include:
- passport, visa and health protection fees;
- cots, car seats and food for infants;
- meals unless otherwise specified;
- excursions or entrance fees unless otherwise specified;
- overseas airport departure charges payable locally;
- porterage, personal expenditure, tips, laundry, hotel extras;
- transport cost to your departure airport unless specified;
- Holiday insurance

5. Changes or cancellation by you

5.1. Changes
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 16 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 15 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 / departure date.

Important notes:
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.

5.2. Cancellations
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 cancellation cover. 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
  15 - 8 days 15%
  7 - 4 days 30%
  3 days or less & no show 100%

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.

  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 25%
  45 – 31 days 50%
  30 – 22 days 75%
  21 days or less & no show 100%

All Holidays to Maldives, Seychelles and Mauritius during the Peak Season (i.e. 20 December – 15 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 has 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; or
- 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).

7. Refunds

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.

No refunds 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 and invoice 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 are supplied 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 AED 10,000/-.

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(g) is subject to the availability of meals and / or accommodation, and the policies of third party operators, at the location of the delay.

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.

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. Such conditions 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 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.

10. Insurance

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.

11. Complaints

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 to feedback@etihad.ae.

We regret we cannot entertain claims outside this period.

12. Definitions

The following terms shall bear the following meanings in these Booking Conditions:

• Child - means a person under the age of 12 years on the relevant return date of travel

Etihad Holidayswe or us - means Etihad Holidays a division of EtihadAirways PJSC a company registered in Abu Dhabi whose principal place of business is at P.O. Box 35566,Abu Dhabi, United Arab Emirates.

First Named - means the first named customer on any Holiday booking.

Force Majeure - means any unusual circumstance beyond our control including but without limitation war or threat of war, terrorist activity, adverse weather conditions, industrial dispute, closure of airport or technical difficulties.

Holiday - means the holiday booked by you or on your behalf with us.

• Significant Change - has the meaning set out in section 6.

• Travel Agent - means any agent through whom your Holiday with us is booked.

• UAE - means UnitedArab Emirates.

• You - means any customer who is or may be considering the booking of any Holiday and includes all members of any party who are booking together.

Car rental with Hertz

Booking Terms and Conditions

• If you book car rental with your Etihad holiday, it will be provided by Hertz. The rental Terms will govern your rental, unless you are a Hertz #1 Club Gold customer, in which case your Gold terms will apply instead.

• When you collect your vehicle you will need the credit card you used to make your booking (if you used a debit card, you will need that card plus a valid credit card in your name).

• You should also bring a full and current driving licence for each driver. Note that the name and details of the renter must be the same as the person that made the reservation.

• If you wish to rent a larger car or rent for a longer period, you can make these changes on pick up, subject to availability, on payment of additional charges, which will be quoted by Hertz in the currency of the renting country.