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: 

 

  • You have a confirmed reservation on a flight departing from an airport in the European Union which is operated by Etihad Airways, purchased at a fare available directly or indirectly to the general public; and 
  • (except in the case where your flight has been cancelled) you have presented yourself for check-in before the Check-In Deadline as specified by us in our General Conditions of Carriage or related regulations; and 
  • you have been denied boarding involuntarily and the reason for such denial has not been a matter set out in our General Conditions of Carriage or related regulations; and 
  • or your flight is delayed by more than four hours beyond its scheduled departure time (for flights departing from Larnaca or Athens, this qualifying delay needs to be more than three hours beyond its scheduled departure time); or
  • the flight is cancelled by Etihad Airways.

 

Situations

Your rights

Travelling from Spain

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:

  • Passport copy, DNI or NIE
  • Copy of the complaint submitted to the airline or airport operator as well as any response received
  • Copy of your booking reference, ticket number or boarding pass 
  • Power of attorney when a legal representative has been selected by the passenger

Click here for contact details of the various National Enforcement Bodies established by each Member State of the European Union.

 

Guests consent to:

 

  • consultation of the data intermediation platforms or systems enabled for this purpose 
  • Transfer of the complaint to AESA or to the body responsible in the event that the competence to hear the complaint lies with another Member State