Rules, notices, and your rights
As part of our commitment to transparency and customer satisfaction, we would like to inform you about your rights in the event of flight disruptions.
Information on passenger rights in case of flight disruptions at airports within the EU.
Information to passengers departing from an airport in the European Union regarding our policies and their rights in the event of denied boarding, flight delay or flight cancellation. This notice contains important information about your rights established by European Regulation (EC) No. 261/2004 (‘the Regulation’) and applies to you if:
In the event that a seat is not available for a passenger with a confirmed reservation, we will seek volunteers to surrender their seats in exchange for benefits that we and the volunteer may agree upon before involuntarily denying boarding to other passengers. If there are insufficient volunteers and we deny you boarding involuntarily, you are entitled to the rights set out below.
If we reasonably expect your flight to be delayed for four hours or more beyond its scheduled time of departure (but three hours in the case of flights departing from Larnaca or Athens), you are entitled to the rights set out below.
If your flight is cancelled, you are entitled to the rights set out below except when:
you are informed of the cancellation at least two weeks before the scheduled time of departure; or
you are informed of the cancellation between two weeks and seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than two hours before the scheduled time of departure and reach your final destination less than four hours after the scheduled time of arrival; or
you are informed of the cancellation less than seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than one hour before the scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival; or
(in respect of any ‘Right to Compensation’) we can prove that the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken by Etihad Airways, including but not limited to political instability, safety and security reasons, weather disruption, labour disputes or failure or delay of air traffic control facilities.
If you are involuntarily denied boarding or your flight is cancelled (provided an exception as specified above does not apply), you are entitled to receive the following amount from us:
The compensation set out above will be reduced by 50% if we are able to offer you re-routing on an alternative flight(s) and the arrival time of such re-routed flight(s) does not exceed the scheduled arrival time of the flight booked:
The distances are measured by the great circle route method.
If you are denied boarding (whether voluntarily or involuntarily) or your flight is cancelled, you are additionally entitled to choose between:
(a) reimbursement of the cost of the ticket at the price at which it was bought, for the part or parts of the journey not made; 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 hours and you elect not to travel, you are entitled to receive reimbursement as set out in point (a) above.
If you are involuntarily denied boarding or if your flight is cancelled or delayed by more than 4 hours, (in the case of flights departing from Larnaca or Athens, the qualifying delay is 3 hours or more) we will offer you, free of charge:
meals and refreshment vouchers in reasonable relation to the waiting time, as long as it will not further delay the departure of the aircraft;
two telephone calls, telex or fax messages or e-mails;
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 your flight is delayed as specified under ‘Flight Delays’ above or cancelled without notice being given to you prior to your arrival at the airport of departure Etihad Airways will offer you items (a) and (b) above.
If, as a result of the delay or your being re-routed following a cancellation, your new time of departure is reasonably expected to be at least the day after the original day of departure, we will also offer you items (c) and (d) above.
Where it is not feasible for Etihad Airways to arrange the care set out above, we will reimburse you for your reasonable receipted expenses upon application to: etihad.com/feedback Guest Relations Department, Etihad Airways, P.O Box 35566, Abu Dhabi, United Arab Emirates
If your journey originated in Spain, you must complete a claims form and upload it via etihad.com/feedback. Once completed, you may also submit your claim to the Spanish Aviation Safety Agency (AESA):
AGENCIA ESPAÑOLA DE SEGURIDAD AEREA (AESA)
Paseo de la Castellana 112. 28046 Madrid, España
(+34) 91 396 82 10
siru.aesa@fomento.es
You must submit your claim to Etihad Airways before you contact AESA.
When submitting this document to AESA, you will be required to attach:
Click here for contact details of the various National Enforcement Bodies established by each Member State of the European Union.
Guests consent to:
Canadian Air Passenger Protection
If you are denied boarding, your flight is cancelled or delayed for at least two hours, or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights please contact your air carrier or visit the Canadian Transportation Agency’s website. Si l’embarquement vous est refusé, ou si votre vol est annulé ou retardé d’au moins deux heures ou si vos bagages sont perdus ou endommagés, vous pourriez avoir droit au titre du Règlement sur la protection des passagers aériens, à certains avantages au titre des normes de traitement applicables et à une indemnité. Pour de plus amples renseignements sur vos droits, veuillez communiquer avec votre transporteur aérien ou visiter le site.
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:
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 the event of a flight delay or cancellation, we will inform you:
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.
Bumping & Oversales The provisions below apply if you are booked on a flight departing the United States and you are asked to voluntarily or involuntarily give up your seat due to oversale.
Voluntarily giving up your seat When a flight has more guests who are ready to fly than there are seats available, we may ask you to voluntarily give up your seat in exchange for compensation.
Involuntarily giving up your seat (Bumping) You may be involuntarily denied boarding if we do not have sufficient seats available and do not find enough volunteers.
If you are involuntarily denied boarding, you may be eligible for compensation, provided:
If you are downgraded from a higher class of seating to a lower class, you are entitled to a refund for the difference in price.
In the following situations, you are entitled to a refund of the ticket price and/or associated fees.
In the following situations, consumers are not entitled to refunds except under very limited circumstances:
What if I purchased or reserved my ticket through a travel agent or online travel agency?
What should I do if I am entitled to a refund and would like to receive one from an airline or ticket agent?
Cancelling a ticket reservation or purchase within 24 hours of booking
How quickly are airlines, travel agents, and online travel agencies required to process a refund?
Overbooking
If a flight is overbooked and you are denied boarding at the gate or during check-in, the airline will announce it and ask for volunteers who are willing to give up their seats in exchange for compensation or amenities offered by the airline. If there are not enough volunteers, the airline will make sure that guests from the boarding priority list can board before denying boarding to the remaining passengers.
The airline may deny boarding to as many guests as necessary. The denied guests will be given the option to choose between the airline's most recent offer or the denied boarding offer.
If you are denied boarding, you will be offered either the full value of your fare, including taxes, surcharges, and optional services, or 10,000.00 Php for international flights. The guest that is denied boarding is also entitled to the following:
More than seven (7) calendar days prior to the scheduled time of departure:
Seven (7) calendar days or less prior to the scheduled time of departure caused by unexpected circumstances or reasons beyond the airline's control:
Twenty-four (24) hours or less from scheduled time of departure caused by unexpected circumstances or reasons beyond the airline's control:
Seven (7) calendar days or less from the scheduled time of departure and is due to a cause other than unexpected circumstances:
Terminal delay of at least two (2) hours after the scheduled time of departure, whether or not caused by the airline:
Terminal delay extends to at least four (4) hours after the scheduled time of departure, for causes caused by the airline:
Tarmac delay for three (3) hours from closing of doors or upon touchdown:
Misconnections:
If you miss your connecting flight, on the same or conjunction ticket, because of the airlines mistake, the airline shall help you book another flight or make other arrangements at no extra cost to you."
Class downgrade:
If you are downgraded from the original class of service you booked, you are entitled to a refund for the fare difference, plus an amount equal to 50% of the fare difference.
Notice of your rights in the event of denied boarding, flight delay or flight cancellation
This notice contains important information about your rights under Israel’s Aviation Services Law (Compensation and Assistance for Flight Cancellations and Changes in Conditions), 5772-2012 (the "ASL"). The rights referred to in this document apply in the following circumstances:
In the unlikely event that a seat is not available for a passenger with a confirmed reservation, we will seek volunteers to surrender their seats in exchange for benefits that we and the volunteer may agree upon before involuntarily denying boarding to other passengers. If there are insufficient volunteers and we deny you boarding involuntarily, you are entitled to the relevant rights set out in the event of flight cancelation as described below, unless your boarding has been denied in circumstances where there are reasonable grounds to deny boarding such as reasons of health, safety, security or inadequate travel documentation.
If your flight delayed for two (2) hours or more, but less than eight (8) hours, beyond its scheduled time of departure, you are entitled to the relevant rights set out in paragraph 3 of this document.
If your flight is cancelled, was brought forward, or delayed by more than eight (8) hours, you are entitled to the rights set out below (see following sections 1.; 2.; and 3.). As regards your right to compensation, please note that the Airline is entitled to refuse compensation if the following exemptions apply (the "Exemptions"):
The aforementioned Exemptions will not apply (and compensation will be payable) if you refuse to fly on the alternative flight because the alternative flight was not offered to your travel companion(s) or for reasons of security, religion or medical limitations.
If you are involuntarily denied boarding or your flight is cancelled or delayed by eight (8) or more hours with respect to the scheduled departure time, you are entitled to receive, subject to the Exemptions provided hereinabove, the following amount from us:
A. NIS 1,440, in respect of all flights of 2,000 km or less; or
B. NIS 2,310 in respect of all flights between 2,000 km and 4,500 km; or
C. NIS 3,460 in respect of all flights over 4,500 km
The foregoing compensation will be reduced by 50% provided that the delay in the landing time at the final destination compared with the original landing time does not exceed the scheduled arrival time of the flight originally booked by four (4) hours (flights falling under A), five (5) hours (flights falling under B) or six (6) hours (flights falling under C). Compensation, if due, will be made within 45 days of receipt of a written request from you to our Guest Relations Department on https://www.etihad.com/en-ae/help/feedback . Compensation will be made by bank transfer or check, or by other means as agreed to in writing by the passenger.
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) e-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.
The assistance as described in this section is provided in the event that a flight time of departure is delayed by at least two (2) hours from the scheduled departure.
If your flight delayed by at least two (2) hours you will be offered free of charge:
a) meals and refreshment in reasonable relation to the waiting time;
b) two (2) telephone calls, telex or fax messages or e-mails;
If the Airline expects a flight to be delayed by five (5) hours and less than eight (8) hours, you will also be offered free of charge, if applicable:
c) 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;
d) 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.
Notice of your rights in the event of cancellation of Long-Distance Sales Transactions
According to Israeli Consumer Protection Law (“CPL”), 5741-1981, any transaction carried out in a "long-distance sales transaction" (according to the definition of this term under the Israeli CPL) can be cancelled within fourteen (14) days of the date of the transaction, or as of the date of receiving the transactions’ summary document (as required under the CPL) and no less than seven (7) days, not being days of rest, prior to the departure date of the first flight on your itinerary.
Subject to the provisions of the Law, disabled guests, senior citizens or new immigrants (as these terms are defined under the CPL) can cancel a long-distance sales transaction within four (4) months as of the date of the transaction, or as of the date of receiving the transactions’ summary document and no less than seven (7) days, not being days of rest, prior to the departure date of the first flight on your itinerary. This will apply solely on transactions which included a conversation between Etihad Airways and the guest (including a conversation by means of electronic communication). Etihad reserve the right to demand documentation to verify the status of the request.
When a cancellation is made according to the provisions of the CPL as stipulated above, the cancellation fee shall be equal to the lesser between 5% and NIS 100.
A “long distance transaction” can be cancelled through Etihad Airways Contact Centre or online at Etihad.com.
If you are denied boarding or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Passenger Rights Protection Regulation. For more information about your passenger rights, please contact your air carrier or visit the Oman Civil Aviation Authority website.
The provision of these regulations applies to flights departing from the Sultanate of Oman. It does not apply to passengers travelling free of charge or at a reduced fare that is not available to the public.
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, before denying boarding involuntarily.
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:
Flight Distance
Compensation
Up to 1,500km
RO 108
Between 1,500km-3,500km
RO 173
More than 3,500km
RO 260
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
• 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.
• 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
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:
Damaged/Lost Bag
Delayed Bag
Compensation in Special Drawing Rights (SDRs)
20 SDRs/kg
148 SDRs/day
Maximum Limit
1288 SDRs
