How can we help

In some instances, we’re unable to issue you with a boarding pass. This may be because digital boarding passes aren’t accepted at the airport you’re travelling from, you’re travelling with a pet, or we need to check your visa or travel documents at the airport. If you’re unable to download your boarding pass, we’ll be happy to help you at any of our check-in desks at the airport. Please note that we’re unable to assist with check-in over the phone or online chat.

Our technical teams are working on fixing the issue. In the meantime, we'll be happy to assist you at the airport. Just head to any of our check-in desks when you arrive. If you're flying from Abu Dhabi, you can also use our convenient city check-in service to check in early. Please remember it's your responsibility to meet the latest visa and passport regulations before you fly. You'll find this information on the IATA Travel Centre.

We’ll simply credit the amount back to your Etihad Credit account. The validity of your original voucher will apply.

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All extras are non-refundable, unless your flight is changed or cancelled by Etihad Airways. 

In some countries, if there’s a significant schedule change and you choose not to travel, you may also be eligible for a refund.

If your 13-digit ticket number starts with 607, please visit etihad.com/manage to  check your refund eligibility and change or cancel your flight.

If you ticket number has a different format or doesn't begin with 607, please speak to the issuing airline. 

No, refunds will be processed in the currency used when you booked your ticket.

Yes, you can place a bid for both – the upgrade will be considered first, and your bid for an Economy Neighbour-Free seat will be considered as a backup.

Making your bid

You can bid even if you've checked in already.

You can only upgrade to the next cabin. So, if you have an Economy ticket, you can bid to upgrade to Business, and if you have a Business ticket, you can bid to upgrade to First.

The strength indicator is a guide that shows the strength of your bid, but it doesn't guarantee that your bid will be successful.

If you are participating in a Live Auction, you’ll see real-time, onscreen notifications on the Live Auction page.

You can bid different amounts for each eligible part of your journey.

If you've been outbid, you can try again by clicking 'update bid' to participate in Live Auction.

You can modify your bid at any time before receiving an email informing you of your successful offer.

You can cancel your bid up to four hours before your flight or before receiving an email confirming your bid has been successful.

You can also resubmit a bid up to six hours before departure by using the link in your cancellation email or through Manage your Booking.

If your bid is successful, you'll be assigned a new seat. We'll email you an updated itinerary and boarding pass and also notify you during check-in.

You will only be charged if your bid is successful.

If your bid is unsuccessful, we'll email you four hours before your flight to let you know. Your card will not be charged, and you can travel with your existing ticket as normal. You're still welcome to ask about upgrade possibilities when you check in for your flight at the airport.

Once your bid is successful, we’ll send you an email confirmation and charge the credit card that you used to place your bid.

When you bid to upgrade, the airport departure taxes are applicable in certain countries. Any extra charges will be shown clearly in the upgrade offer submission process.

You need to cancel your current bid first if it is still inside the offer deadline window. Once you cancel the bid, you’ll be able to submit a new offer using your preferred card.

If your offer has been accepted but the card authorisation fails, you’ll receive an email with a link to enter your new card details.

In the event that your Etihad flight is cancelled, we will try to accommodate you in the upgraded cabin on your next flight. Otherwise, we will refund the full upgrade amount within 10 days.

All bids are non-refundable.

In the event that you are downgraded at the airport, call us. If the downgrade is attributed to Etihad, for example, in the case of an oversold cabin, schedule change or flight change, a full refund will be processed.

If you are downgraded at the airport, please speak to a staff member at the help desk. If the downgrade is due to Etihad, such as an oversold cabin, schedule change, or flight change, we will process a refund for the upgrade amount.

The amount that you have paid to reserve your seat will not be refunded when you are upgraded to Business.

If you’re travelling from Abu Dhabi, use our Priority check-in counter when you arrive. Then use the priority boarding  lane when it’s time to board.

From all other airports, please use the Business Class check-in counters. Then use the priority boarding  lane when it’s time to board.

If you're an Etihad Guest Gold, Platinum, or Emerald  member, you can enjoy priority check-in, boarding, and baggage for free! Just remember to add your Etihad Guest number when you book your flight. 

As long as both of your flights are operated by Etihad Airways, you’ll be entitled to priority check-in and boarding at the start of your journey, as well as priority boarding in Abu Dhabi. When you land in your final destination, your bags will be the first on the baggage belt.

If you’re stopping over in Abu Dhabi and leaving the airport, Priority Access will be available at the start of your journey and end in Abu Dhabi. To enjoy the same benefits on the second leg of your journey, you’ll have to book and pay for Priority Access again from Abu Dhabi to your final destination.

Priority Access is available on Etihad operated flights only. It is not available if you’re flying with any of our partner airlines.

No, Priority Access entitles you to priority check-in, priority boarding and priority bag tags only.

We’ll amend your Priority Access booking so that you can use it when you fly.

Get in touch with one of our team and we’ll discuss your options with you. If you booked via a travel agent, you’ll need to speak to them for any changes.

Get in touch with one of our team and we’ll discuss your options with you. If you booked via a travel agent, you’ll need to speak to them for any changes.

1. Benefits

• Priority Access benefits include priority check-in, priority boarding and priority baggage.
• Priority Access benefits are subject to availability and operational constraints.
• Benefits are non-transferable and cannot be exchanged for cash or other services.

2. Charges

• Fees for Priority Access are valid only for the current transaction and are subject to change without notice.
• Fees may vary depending on sales channels and routes.
• Fees for Priority Access are per passenger, per leg, unless otherwise stated.
• Fees include any applicable taxes or fees.

3. Conditions

• Priority Access is valid for the specified operating flight(s) by Etihad Airways and date(s) indicated on the purchase receipt.
• Passengers must present valid travel documents and adhere to security regulations to use Priority Access services.
• Priority Access benefits may not be available during irregular operations or disruptions.

4. Changes

• Priority Access benefits remain valid if you voluntarily change your flight(s) or itinerary, provided the service is available for the new arrangements.

5. Refunds

• Priority access is non-refundable and non-transferable, excluding the limited cases below.
• You shall only be entitled to a refund of your purchase in the following limited cases:
  • The original Etihad Airways flight was changed, cancelled, or rerouted by Etihad Airways and the product you originally purchased is not available or you refused the new flight proposed by Etihad Airways.
  •  Death or serious illness (must be proven by an acceptable certificate) of you or a member of your immediate family member as defined within Etihad Airways General Conditions of Carriage.
• You are not entitled to any refund of your purchase in any other event, including:
  • You voluntarily decide not to use the product you have purchased
  • You voluntarily change your flight and the product you purchased is not available.
  • You are upgraded by Etihad Airways to a higher cabin.
  • You voluntarily cancel your flight.
  • You are denied carriage in accordance with the Etihad Airways General Conditions of Carriage for passengers and baggage.
• In the event that you are entitled to a refund, we will refund the full amount, including any refundable tax (unless otherwise stated).

You’ll find the Morafiq check-in facility at the Abu Dhabi Cruise Terminal, Mussafah and Al Ain.

Payments must be made via credit/debit card only for city-check-in. Visa, Mastercard and American Express are accepted.

Yes, free parking is available at the Abu Dhabi Cruise Terminal, Mussafah and Al Ain.

Yes! You can pay for all extras when you check in, including additional bags, seats and upgrades.

No, unaccompanied minors must check in at Zayed International Airport.

Yes! You’re more than welcome to use our check-in facilities at the Abu Dhabi Cruise Terminal and Al Ain. For more information, please call Morafiq on 800 667 2347 from the UAE or 02 583 3345 from anywhere else.

You can purchase a Wi-Fi package once on board the aircraft and once the seatbelt signs have been switched off. Enable Wi-Fi and connect to the “Etihad Wi-Fly” network, where you'll be directed to the homepage of our Wi-Fi portal. Fore more information, including prices, visit our Wi-Fi page

Wi-Fi is available on all aircraft, with the exception of our A320 and A321 aircraft.

All popular messaging apps like WhatsApp, WeChat, Facebook Messenger and iMessage are supported on the Chat package. However, please note that you can't send images or videos on this package.

Yes. You can connect to the onboard “Etihad Wi-Fly” network even if your phone is in aeroplane mode.

To connect:

1. Turn on your Wi-Fi-enabled device and enable Wi-Fi.
2. Connect to the "Etihad Wi-Fly" network and open your web browser. You'll be directed to the homepage of our onboard Wi-Fi portal, where you can purchase Internet packages, redeem a voucher or re-login if you are a returning customer.
3. If the portal doesn't appear when you launch your browser, enter a public web address (e.g. www.etihad.com) to redirect your web browser and resolve this issue.

No, the Wi-Fi service is only available once the aircraft reaches an altitude of 10,000 feet. Similarly, the Wi-Fi service will be switched off before the aircraft comes to land and descends below an altitude of 10,000 feet.

The Chat package does not support audio and video streaming. However, you can stream videos or music with the onboard Wi-Fi Surf package.

You will need to purchase Wi-Fi package per flight leg. E.g., If you're flying from Sydney via Abu Dhabi to London, packages need to be purchased for Sydney to Abu Dhabi and Abu Dhabi to London.

No, you won't be able to use multiple devices with your Wi-Fi package. Instead, you will have to log off one device and then log into another with the same email you initially created an account with.

Simply sign into your account during the flight and upgrade to the Surf package.

You can request a refund only if your Wi-Fi did not work after purchasing a package. To do so, please write to us here with your flight details and method of payment to claim your refund. Please note that partial refunds will not be processed.

In almost all cases, you will receive the seat that you’ve booked. However, there may be last-minute operational changes that mean we need to allocate you a different seat. If this happens, we will always try to choose a similar seat for you. 

If you pay for a seat and are given a different seat type, you’re entitled to a full refund. 

Please note that for emergency exit seats, refunds are not available if we need to change your seat because you do not meet the safety requirements. All seats are subject to availability.  

The seat types shown above are only available on Etihad-operated flights. To select your seat with another airline, please contact them directly. 

Seat reservations are non-refundable and non-transferrable. However, if you pay for a seat and are given a different seat type, you’ll be entitled to a full refund. 

Please note that for emergency exit seats, refunds are not available if we need to change your seat because you do not meet the safety requirements.

To change your seat after you’ve checked in online, visit etihad.com/manage.

Children under 2 years will be admitted free of charge. Children between 2 and 12 years will be charged at 50% of the adult rate. Children aged 12+ will be charged the adult rate.

You can book in advance to access our Business Lounge in Zayed International Airport, Abu Dhabi. If you’re travelling with us in Business, you can also book advance access to our First Lounge. Visit etihad.com/manage to book.

Access to all other airport lounges must booked on arrival and is subject to availability.

Zayed Airport lounges have smoking areas (excluding the Etihad Chauffeur meeting point).

No, you can only buy lounge access with miles or a credit card for someone else if you’re travelling together on the same booking.

If you voluntarily change your flight, you cannot get a refund. However, you can still enjoy lounge access on your new flight date if spaces are available.

If you voluntarily change your flight, you cannot get a refund. However, you can still enjoy lounge access on your new flight date if spaces are available.

Etihad Guest members, you may also get free lounge access depending on your Tier Status and the Custom Benefits you choose. 

• Silver Tier members can access our Business Lounge at Zayed International Airport.
• Gold Tier members can access our Business Lounge at Zayed International Airport and bring one guest who is on the same flight booking.
• Platinum Tier members can access our First Lounge at Zayed International Airport and bring one guest who is on the same flight booking. 
• Diamond Tier members can access our First Lounge at Zayed International Airport and bring two guests who are on the same flight booking.

You can find our refund policy in the terms and conditions section.

We always try our best to accommodate everyone in our lounges. In the very unlikely event that safety or operational concerns prevent you from accessing, you'll be refunded.

When you pay to access our First or Business Lounges, you can look forward to the same lounge experience as any of our other guests. Indulge in a choice of delicious dining options, unwind with a complimentary drink at our stunning bar or take your pick of quiet areas to relax before your flight.

Yes, the service is available for you or your guests.

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Yes. The cost for children to use this service will depend on the package that you select.

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Fasttrack.aero regularly check your flight information for any changes. If your flight has been cancelled or is delayed, you’ll be rebooked on to a new itinerary. If you have any questions, please contact our service provider Fasttrack.aero on customer.service@fasttrack.aero

Get in touch

Please speak to a member of our airport team who will be able to direct you your Meet & Assist agent.

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Your policy will cover for the loss, theft and damage of baggage and personal items during the Period of Insurance. We’ll pay you up to the amounts referred on the table of benefits for your policy.

You must obtain a police report within 24 hours and submit your claim no later than 30 days from expiration of the policy.

Your Insurance policy will reimburse you up to the amount shown in the Policy Summary for all insured persons travelling together, additional accommodation (room only) and travel expenses necessarily incurred in reaching your overseas destination or connecting flights outside your country of residence.

You’ll be covered if you arrive at the airport, port or rail terminal too late to commence your international trip as a result of:

The failure of other scheduled public transport

An accident, breakdown or major event causing serious delay

Unexpected adverse weather

Your Insurance policy will cover you for any irrecoverable, unused travel and accommodation costs and other prepaid charges, which you have paid or are contracted to pay.

You’ll be covered if your trip is completely cancelled or delayed before completion as a result of any of the following during the Period of Insurance:

• The death, bodily injury or illness of you or the person you are travelling with, the person you’ve planned to stay with or any close relative
• Accidental damage to your home (rendering it uninhabitable) or the police requesting your presence following theft at your home during your trip or the preceding seven days
• Hijack of the Insured Person or of any person with whom the Insured Person intends to travel or is travelling

Please refer to the Table of Benefits in your insurance policy and certificate for more information. 

You’ll be covered for medical, pharmaceutical, hospital and ambulance expenses resulting from an accident, illness or condition that occurred.

We’ll also pay for emergency medical expenses in cases of illness due to infectious disease (epidemic/pandemic). This applies in any country except the country where your trip originated.

Emergency dental care is only applicable for FlySafe Plus cover. In that case, we’ll pay for medical treatment and pharmaceutical resulting from medical prescription for the emergency relief of pain regardless of the cause as long as the pain is not a pre-existing condition.

Any other treatment or repatriation, pre-existing medical conditions, any illness or condition related to pregnancy, convalescence or relapses will not be covered, as well as any expenses incurred after you have returned to your country of residence.

You will not be covered if you have travelled against government or medical advice.

For a full list of exclusions, please refer to your policy document.

We understand how stressful it can be dealing with a medical emergency in a foreign country. Please call AXA Emergency Medical Assistance team on the numbers below. AXA medical experts will assess your case and advise you what to do next. They’ll be there at every step of your case; from organising transport to getting you home safely.

Contact us 24 hours a day:

• UAE:  +971 4 507 4011
• Bahrain: +971 4 507 4011
• Kuwait: +965 22281738
• Germany: +49 221 828 286 86
• Greece: +30 21 1 199 1834
• Ireland: + 353 906 406 002
• France: +33 1 76 36 00 24
• Spain: +34 9 11 23 96 11

It’s the Doctor please! service that offers remote medical consultation, medical advice & treatment option. You need to download the Doctor Please! Application from the Apple store or the Google play store, register with the access code provided in your Fly Safe Plus insurance certificate and book an appointment

Sixt will track your flight in real-time and will meet you at the airport as your plane lands.

Yes. Please make sure you include infants (up to two years old) and children (up to 11 years) in your booking so that the appropriate vehicle can be provided. Laws regarding the use of car seats for infants and children vary from country to country. However, Sixt is able to guarantee pre-booked child seats in the majority of destinations, and this option is available as part of the airport transfer reservation process. If this option does not show in the reservation process, or you have a specific request, please contact Sixt.

Cancellations can be made until the day of your transfer. Changes need to be made a minimum of three days prior to travel. For changes or special requests, please contact Sixt by emailing ride@sixt.com or calling +49 30 340440440. Their team is available 24 hours a day, seven days a week. 

If your flight has been changed or cancelled, please contact Sixt by emailing ride@sixt.com or calling +49 30 340440440. 

You can email Sixt at ride@sixt.com or call one of the local numbers below:

US: +1 954 526 5544

Germany: +49 30 340440440

UK: +44 33 333 622 22

Spain: +34 91 635 44 55

France: +33 1 76 546 888

Italy: +39 06 97 628 088

Netherlands: +31 (0)20 8110 771

No, your flight must be booked directly with Etihad Airways or a travel agent.

No, instant upgrades are not eligible. Etihad Chauffeur must also be booked 12 hours in advance.

No, for safety reasons unaccompanied minors (UM) or children between 2 and 12 years old are not eligible to use this service alone.

Yes, we have partnered with Sixt to offer transfer services in various destinations around the world. This service is available for a fee, and you can easily book online.

No, it is not possible to arrange an additional car for extra bags. If you have a lot of extra bags, we recommend using our home check-in or city check-in in Abu Dhabi service before leaving for the airport.

Basic

• Complimentary meals and drinks
• Hundreds of hours of on-demand entertainment
• Cabin baggage only

Value

• Same signature service but more rewarding
• Generous baggage allowance
• More Etihad Guest Miles

Comfort

• Designed for flexibility and convenience
• Choose your seat for free
• Additional baggage and Etihad Guest Miles

Deluxe

• Ultimate flexibility, convenience and rewards
• Premium amenities and services
• Complimentary Extra legroom seat