3.1 You will be required to provide us with a valid, current and complete mailing/postal address and email address. If you change your mailing/postal address and/or email address you should notify us via the Etihad Guest Service Centre or via the Etihad Guest Website as soon possible.

3.2 You must notify us without delay, via the Etihad Guest Service Centre or via email, of any changes/corrections to your name and/or date of birth. A passport copy or relevant identification document is required and must be submitted to the Etihad Guest Service Centre via email.

3.3 If more than one Etihad Guest Number has been assigned to you in error or oversight, the Etihad Guest membership accounts in respect of all such Etihad Guest Numbers will be combined and the Etihad Guest Miles and Etihad Guest Tier Miles will be transferred to one single Etihad Guest membership account with one Etihad Guest Number, less any duplicated bonuses, benefits, Etihad Guest Miles and/or Etihad Guest Tier Miles, from the same activity. The other erroneous Etihad Guest Number(s) (and account(s)) will then be terminated. This merging of membership accounts can be requested by you or it can be conducted at our sole discretion.

3.4 Any information shared with Etihad Guest is held subject to Etihad Guest's privacy policy terms and conditions, which you can find here. 

4.1. Earning Etihad Guest Miles 

4.1.1 You may earn or accrue Etihad Guest Miles for flights taken up to 3 months prior to enrolment when travelling on Etihad Airways operated flight. You may also earn Etihad Guest Miles from the start date of your Etihad Guest membership by using products or services supplied by our Etihad Guest Partners as specified (including the number of Etihad Guest Miles and any applicable bonus multiplier or bonus Etihad Guest Miles) on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time. We may, in our sole discretion, make bonus awards of Etihad Guest Miles to Members generally, or to a selection of Members or to individual Members either as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications as issued from time to time or otherwise on a case-by-case basis.   

4.1.2 To earn Etihad Guest Miles, you must quote your name and Etihad Guest Number and may be required to produce your Etihad Guest Card, at the time of reservation or check-in for a Qualifying Flight, and at the time of booking or paying for other qualifying products or services. 

4.1.3 We reserve the right to make Etihad Guest Miles and promotional offers available to selected Members based on flight activity, geographic location, Etihad Guest programme participation or information supplied by the Member. The Terms and Conditions related to any of the promotional offers may be update/modified by us at any time without any prior notice.  

4.1.4 Etihad Guest Miles earned in respect of Qualifying Flights will be issued to you only for flights flown by you only and will be based on the class of the ticket you have paid for (and will not be based on any complimentary upgrades or Upgrade Rewards). 

4.1.5 Only Qualifying Fares on flown Qualifying Flights qualify for the accrual of Etihad Guest Miles. Redemption fare classes N, I and O are ineligible booking classes for Etihad Guest Miles accrual. 

4.1.6 Specific corporate deals/agreements may also be ineligible for accrual of Etihad Guest Miles. The corporate customer will be advised directly of the same. 

4.1.7 Details of whether a codeshare flight is a Qualifying Flight can be found on the Etihad Guest Website. 

4.1.8 Where applicable, if you use the Cash + Miles option for a purchase of a flight ticket bearing the Etihad Airways designator code and the flight is a Qualifying Flight operated by Etihad Airways, you will be eligible to accrue Etihad Guest Miles for the cash portion only. 

4.1.9 Payments made for applicable taxes, fees and charges imposed by government or other authorities, or by the operator of an airport, shall not contribute to any accrual of Etihad Guest Miles. 

4.1.10 Any services offered at employee reduced rates or preferential rates by non-airline Etihad Guest Partners may not qualify for the accrual of Etihad Guest Miles. 

4.1.11 The validity period of Etihad Guest Miles is extendable. The validity of Etihad Guest Miles will be extended based on a Qualifying Activity of the Member . A Qualifying Activity extends the Etihad Guest Miles validity period by 18 months. 

4.1.12 Etihad Guest Miles will expire in the event an Etihad Guest Member does not fulfil the criteria of a Qualifying Activity within a period of 18 months after the last Qualifying Activity.  

4.1.13 If an Etihad Guest member does not qualify for the extension within 18 months of the last Qualifying Activity, the Etihad Guest Miles balance will expire on the last day of the 18th month after the last Qualifying Activity, at 23:30 (GST time). 

4.1.14 The definition of Qualifying Activities to extend the validity period of Etihad Guest Miles is specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued or subject to change from time to time.  

4.1.15 The Etihad Guest Miles balance of Etihad Guest Platinum and Emerald Members will not expire as long as the Etihad Guest Platinum or Emerald Tier Status is maintained by the Member. Once a Platinum or Emerald member is downgraded to the lower tier status, total miles balance validity period will be calculated 18 months from the tier downgrade date. 

4.1.16 Etihad Guest Miles will not be granted where a Qualifying Flight is not flown or cancelled for reasons beyond the control of Etihad Airways or the relevant airline Etihad Guest Partner, including but not limited to cancellations caused by adverse weather. 

4.1.17 In case of flight disruptions, if you have not been rerouted and your ticket has been refunded, you will not accrue Etihad Guest Miles in respect of the Qualifying Flight. 

4.1.18 In the event that your Qualifying Flight is replaced with an alternative flight due to unforeseen circumstances, you will still accrue Etihad Guest Miles based upon the Qualifying Flight which has been replaced, not for the actual route flown. 

4.2 Earning Etihad Guest Tier Miles 

4.2.1 Etihad Guest Tier Miles earned in respect of Qualifying Flights will be credited to Member only for flights actually flown by you and will be based on the booking class of the Revenue Ticket you have paid for (and Tier Miles will not be earned on any complimentary upgrades or Upgrade Rewards). 

4.2.2 We may, in our sole discretion, make bonus awards of Etihad Guest Tier Miles to all Members in general, or to a selection of Members or to an individual Member as maybe specified on either of the Etihad Guest Website or as otherwise specified and extant in our valid publications which is issued from time to time or on a case by case basis at our discretion.   

4.2.3 To earn Etihad Guest Tier Miles, you must quote your full name and Etihad Guest Number (and may be required to produce your Etihad Guest Card), at the time of reservation or check-in for a Qualifying Flight, or at the time of booking and paying for other qualifying products or services. 

4.2.4 We reserve the right to make Etihad Guest Tier Miles and promotional offers available to selected Members based on flight activity, geographic location, Etihad Guest programme participation or information supplied by the Member. The Terms and Conditions related to any of the promotional offers may be update/modified by us at any time without any prior notice.  

4.2.5 Only Qualifying Fares on flown Qualifying Flights qualify for the accrual of Etihad Guest Tier Miles. Redemption fare classes N, I and O are ineligible booking classes for miles accrual. 

4.2.6 Specific corporate deals/agreements may also be ineligible for accrual of Etihad Guest Tier Miles. The corporate customer will be advised directly of the same. 

4.2.7 Where applicable, if you use the Cash + Miles option for a purchase of a flight ticket bearing the Etihad Airways designator code and the flight is a Qualifying Flight operated by Etihad Airways, you will be eligible to accrue Etihad Guest Tier Miles. 

4.2.8 Payments made for applicable taxes, fees and charges imposed by government or other authorities, or by the operator of an airport, shall not contribute to any accrual of Etihad Guest Tier Miles. 

4.2.9 Any services offered at employee reduced rates or preferential rates by non-airline Etihad Guest Partners may not qualify for the accrual of Etihad Guest Tier Miles. 

4.2.10 Etihad Guest Tier Miles are valid for 12-month period. There will be no extension of validity of Etihad Guest Tier Miles. Etihad Guest Tier Miles are used to determine the Member’s Tier Status. The upgrade, retention and downgrade of the Member’s Tier Status is calculated every year based on the Tier Miles earned in the preceding 12 months.  

4.2.11 Etihad Guest Tier Miles will not be granted where a Qualifying Flight is not flown or cancelled for reasons beyond the control of Etihad Airways or the relevant airline Etihad Guest Partner, including but not limited to cancellations caused by adverse weather. 

4.2.12 In case of flight disruptions, if you have not been rerouted and your ticket has been refunded, you will not accrue Etihad Guest Tier Miles in respect of the Qualifying Flight. 

4.2.13 In the event that your Qualifying Flight is replaced with an alternative flight due to unforeseen circumstances, you will still accrue Etihad Guest Tier Miles based upon the Qualifying Flight which has been replaced, not for the actual route flown. 

4.2.14 Etihad Guest Tier Miles cannot be redeemed for any Rewards and have no cash value.  

4.2.15 Etihad Guest Tier Miles are categorised into two types based on how Members can earn these miles: Tier Miles from Qualifying Flight transactions, and Tier Miles from other non-airline transactions. Tier Miles earned through flying with Etihad Airways or any of our Etihad Guest Partner airlines is considered as Tier Miles from Qualifying Flight. Tier Miles earned through all other non-airline transactions through channels such as Etihad Guest co-branded credit cards, Etihad Guest payment cards, ‘Miles on the Go’ Participating Partners etc; are considered Tier Miles from non-airline transactions.   

4.2.16 As Etihad Guest Tier Segments have been discontinued, earning Etihad Guest Tier Miles is the only way for a Member to attain, retain and upgrade their Etihad Guest Tier Status.  

4.3 Crediting Etihad Guest Miles and Etihad Guest Tier Miles  

4.3.1 It is the Member’s responsibility to provide the correct information, to retain, and provide the necessary documents (as may be requested by us or any of our Etihad Guest Partners), such as boarding passes, tickets and receipts in the event that Etihad Guest Miles and Etihad Guest Tier Miles are claimed.   

4.3.2 We will credit your Etihad Guest membership account with Etihad Guest Miles and Etihad Guest Tier Miles (as applicable) which you have earned for a flown Qualifying Flight or Qualyfing Activity, irrespective of the identity of the person or the entity paying for the ticket or services. You are personally responsible for informing any third party or entity paying for the ticket or services, including but not limited to your employer, in respect of the advantages obtained by you through the Etihad Guest programme. Etihad Guest Miles earned in respect of Non-Flight Rewards will be credited to the account of the Member named on the relevant booking/order. Other than as expressly specified in these Terms and Conditions with respect to Family Membership, it is not possible to share the allocation of Etihad Guest Miles or Etihad Guest Tier Miles, and nor will the same be awarded to more than one Member in respect of the same Qualifying Flight or the same qualifying purchase.    

4.3.3 Unless we expressly specify otherwise (at our sole discretion), Etihad Guest Miles and Etihad Guest Tier Miles (as applicable) are only credited for flown Qualifying Flights and/or services and products supplied, performed and paid for. In particular, no Etihad Guest Miles and Etihad Guest Tier Miles (as applicable) will be earned in connection with flights, products or services which have been booked or ordered but cancelled prior to payment or performance. We reserve the right to cancel/deduct any or all Etihad Guest Miles and Etihad Guest Tier Miles (as applicable) which may have been credited for flights, services or products not supplied, not flown or not paid for.   

4.3.4 Provided that you have given the necessary information at the time of ticketing / time of check-in, Etihad Guest Miles and Etihad Guest Tier Miles (as applicable) accrued for Qualifying Flights will be credited to your Etihad Guest membership account within 7 days of travel. Etihad Guest Miles accrued in respect of the purchase of a product or service (other than a Qualifying Flight) from any of our Etihad Guest Partners will be credited to your Etihad Guest membership account as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time. 

4.4 Redeeming Etihad Guest Miles 

4.4.1 All Rewards available in the Etihad Guest programme are as specified on the Etihad Guest Website and/or as otherwise specified in our valid publications, as issued from time to time. In addition to these Terms and Conditions, the availability and issuance of Rewards is always subject to the terms and conditions of each Reward Shop provider. All Rewards are subject to availability, the relevant Reward Shop provider’s terms and conditions, and (as referred to in these Terms and Conditions) the Reward Shop rules.  

4.4.2 Etihad Guest Miles can be redeemed for both Flight Rewards and Non-Flight Rewards. Other than as expressly provided for in the provisions of these Terms and Conditions relating to Family Membership, each Reward transaction has to be authorized by you.  

4.4.3 The number of Etihad Guest Miles required to be redeemed for a Reward is illustrated on the website and Reward Shop website, which is subject to change at any time without notice. We may withdraw, replace or substitute Rewards at any time without notice. 

4.4.4 You may claim Rewards from the Reward Shop in accordance with the rules specified and referred to in these Terms and Conditions either when you have sufficient Etihad Guest Miles accumulated in your Etihad Guest membership account, or you may use the Cash + Miles option (if applicable). 

4.4.5 Without prejudice to section 8 below, to the fullest extent permitted by law we accept no liability whatsoever in respect of any damage, death, delay, injury or loss arising out of or in connection with the services or Rewards supplied by an Etihad Guest Partner, or in connection with a refusal to supply a Reward by an Etihad Guest Partner. The Rewards supplied to a Member will be subject to the terms and conditions of the third party supplying that Reward. We strongly recommend that you check the applicable terms and conditions of each Reward provider prior to purchase. 

4.4.6 Rewards booked online via the Etihad Guest Website will not incur a service fee. 

4.4.7 Any Reward booked via the Etihad Guest Service Centre (except Upgrade Rewards using Etihad Guest Miles) might incur a service fee as will be advised at the time of booking. 

4.4.8 Excess Baggage using Etihad Guest Miles 

 

4.4.8.1 Etihad Guest Miles may be redeemed for excess baggage allowance on flights operated by Etihad Airways where the ticket must be issued on Etihad document and flight booked on Etihad Airways designator code.  

4.4.8.2 The ability to redeem Etihad Guest Miles, and the amount of Etihad Guest Miles required to be redeemed, for excess baggage are subject to change based on commercial procedures and fare rules at the time of transaction. 

4.4.8.3 Etihad Guest Miles redeemed for excess baggage allowance are non-refundable, including where the amount of excess baggage allowance used is less than the amount of excess baggage allowance which was awarded pursuant to the redemption of Etihad Guest Miles. 

4.4.8.4 Excess baggage allowance obtained by the redemption of Etihad Guest Miles may only be used by the person whose booking and flight details were submitted when redeeming Etihad Guest Miles for the excess baggage allowance – no other person is entitled to utilize any such excess baggage allowance. 

4.4.9 Flight Rewards 

 

4.4.9.1 Flight Rewards are only available on routes operated by Etihad Airways or our airline Etihad Guest Partners, as specified on the Etihad Guest Website and we (and/or any of our Etihad Guest Partners) reserve the right to limit the number of seats available as Flight Rewards in our (or their) discretion. 

4.4.9.2 GuestSeat Rewards is specified by the Mileage Calculator which is available on the Etihad Guest Website and are subject to change at any time without notice; the miles values displayed are indicative values only as available at the time of transaction and are subject to change. The mileage calculator will not show any applicable taxes, fees or carrier charges. 

4.4.9.3 OpenSeat Rewards is displayed on the Etihad Guest Website or etihad.com at the time of booking.  

4.4.9.4  The Cash + Miles option may be utilized for the purchase of GuestSeat Rewards and OpenSeat Rewards. The contributions of Etihad Guest Miles and cash will be notified as per the combination displayed by the Slider Tool (where available) or notified via the Etihad Guest Service Centre, at the time of booking the Flight Reward.  

4.4.9.5  GuestSeat Reward bookings on Etihad Airways and our airline Etihad Guest Partners are subject to the payment of a carrier charge which may be calculated based on factors such as the number of sectors, class of travel, origin or destination location and other factors. The customer will be notified of the carrier charge at the time of booking. The carrier charge is subject to change at any time without notice. The application of the carrier charge is subject to local legal restrictions. 

4.4.9.6  The number of Etihad Guest Miles (or the contributions of Etihad Guest Miles and cash, when utilizing the Cash + Miles option) that are required to be redeemed for GuestSeat Rewards for Children will be notified as per the combination displayed by the Slider Tool (where available) or notified via the Etihad Guest Service Centre and will be the same as that which is applicable for adults. 

4.4.9.7  The number of Etihad Guest Miles that are required to be redeemed for GuestSeat Rewards for Infants will be notified as per the combination displayed by the Slider Tool (where available) or notified via the Etihad Guest Service Centre and will be an amount equal to 10% of the applicable adult rate. The Cash + Miles option is not available for the redemption of GuestSeat Rewards for Infants. Any taxes and fees will however still need to be paid using a credit card. 

4.4.9.8 The number of Etihad Guest Miles required to be redeemed for OpenSeat Rewards for Infants and Children will be notified as per the combination displayed by the Slider Tool (where available) or notified via the Etihad Guest Service Centre and is based upon the fare rules of the class being booked for the OpenSeat Reward at the time of booking. 

4.4.9.9 One way Flight Rewards can only be issued for travel on flights operated by, and booked on the designator code of, Etihad Airways or Etihad Guest Partner airlines. The number of Etihad Guest Miles that are required to be redeemed for such one way Flight Rewards will be equal to 50% of the number of Etihad Guest Miles that would be required to be redeemed for a return journey based on the same origin and destination. 

4.4.9.10 The number of Etihad Guest Miles required to be redeemed for Flight Reward tickets with our Etihad Guest Partner airlines is as specified, at the time of booking, on the relevant page of the Etihad Guest Website (where available) or notified at the time of booking via the Etihad Guest Service Centre. 

4.4.9.11 Flight Reward tickets for travel on routes operated by our Etihad Guest Partners airlines must be booked no less than 24 hours prior to travel via the Etihad Guest Service Centre only, except for redemptions on Air Seychelles which must be booked no less than 48 hours prior to travel & Oman Air which must be booked no less than 7 days prior to travel. A credit card will be needed in order to pay for taxes and other applicable fees. 

4.4.9.12 Where the Cash + Miles option is to be used for Flight Rewards, this may be subject to satisfaction of a minimum contribution of Etihad Guest Miles. The minimum contribution can be altered by us at any time without notice. Where the Cash + Miles option is used to redeem GuestSeat Rewards, there will be a minimum Etihad Guest Miles contribution of an amount equal to 50% of the amount of Etihad Guest Miles that would be required to be redeemed for the relevant GuestSeat Reward if the Cash + Miles option was not to be used.  

4.4.9.13 For the redemption of OpenSeat Rewards where the ‘1Mile redemption’ option is used, a minimum contribution of 1 Etihad Guest Mile per person travelling in a single booking will be required. Where the Cash + Miles option is used to redeem discounted OpenSeat Rewards, there will be a set minimum Etihad Guest Miles contribution, determined by cabin of travel and destination.  

4.4.9.14 Etihad Guest reserves the right to change the routes and level of discount at any time without notice. 

4.4.9.15 You cannot be waitlisted when booking Flight Reward tickets. Open-dated flight segments are not permitted in Flight Reward itineraries. 

4.4.9.16 Stopovers in Abu Dhabi are permitted on GuestSeat Rewards only where the booking is made via the Etihad Guest Service Centre and will follow commercial stopover terms on the website.   

4.4.9.17 All terms and conditions associated with Etihad Chauffer (as may be amended without notice from time to time) are applicable for Flight Rewards booked for travel with Etihad Airways. 

4.4.9.18 If a Member is under 18 years of age, any Flight Reward redemptions must be made with the consent of the relevant Member’s parent or legal guardian. 

4.4.9.19 Flight Reward travel which encounters a delay or cancellation by one of our Etihad Guest Partner airlines will be managed in line with the relevant airline’s commercial procedures. 

4.4.9.20 Flight Reward tickets are valid travel documents and without prejudice to these Terms and Conditions, are issued subject to the same terms and conditions as commercial flight tickets. 

4.4.9.21 GuestSeat Reward tickets are valid for 12 months from the date that the GuestSeat Reward ticket is issued. Travel must commence within these 12 months. Once the first leg of the journey has been completed, the GuestSeat Reward ticket is then valid for 12 months from the date of that journey. OpenSeat Reward ticket validity is the same as that of the fare rule booked. 

4.4.10 Ticketing of Flight Rewards 

 

4.4.10.1 Flight Rewards once booked must be ticketed immediately. If tickets are not issued within this period, the relevant booking for the Flight Rewards will automatically be cancelled and the Etihad Guest Miles deducted for the relevant Flight Rewards will be forfeited. 

4.4.10.2 You are responsible for paying all applicable taxes, fees and any surcharges on all Flight Rewards (including, but not limited to, customs, inspection, immigration, security, agriculture, facility and departure/arrival charges and any administrative fee). 

4.4.10.3 You are responsible for obtaining all necessary travel documents (including but not limited to insurance and visa) for utilising the Flight Reward travel. 

4.4.10.4 Partner airline flight Reward tickets must be booked and ticketed via the Etihad Guest Service Centre or via www.etihad.com.   

4.4.11 Upgrades using Etihad Guest Miles 

 

4.4.11.1 It is possible to obtain a one class cabin upgrade on certain flights booked on an Etihad Revenue Ticket, as specified on the Etihad Guest Website, by redeeming Etihad Guest Miles, provided that: 

(a) The Revenue Ticket has been issued prior to the upgrade being requested; 

(b) Space is available on the relevant flight under the designated booking classes (I or O);  

(c) You have sufficient Etihad Guest Miles in your Etihad Guest membership account; and 

(d) Upgrade Rewards must be booked at least 3 hours prior to flight departure. 

4.4.11.2 The number of Etihad Guest Miles that are required to be redeemed for an Upgrade Reward are specified by the Mileage Calculator (which is available on the Etihad Guest Website) and will vary according to the relevant fare class at the time of sale, and the eligibility for an upgrade will be dependent on the fare rules within the relevant fare class, as will be issued and advised at the time of sale of the original Revenue Ticket. 

4.4.11.3 In the event that a Revenue Ticket booking contains mixed fare/cabin classes, the number of Etihad Guest Miles required to be redeemed for Upgrade Rewards in relation to that Revenue Ticket will be calculated on a sector-by-sector basis.  

4.4.11.4 Upgrade Rewards will not be permitted on certain fares which will be specified in the fare rules at the time of booking the promotional ticket.  

4.4.11.5 The fare and ticketing rules applicable to the Revenue Ticket originally purchased will apply irrespective of the applicable class of travel after upgrade. Any difference in tax as a consequence of obtaining an Upgrade Reward is included in the miles paid by you for the Upgrade. 

4.4.11.6 Upgrade Rewards can be made for Children who are travelling with an adult, the number of Etihad Guest Miles that are required to be redeemed for Upgrade Rewards for Children will be the same as that which is applicable for adults. 

4.4.11.7 Upgrade Rewards can be made for Infants who are travelling with an adult, the number of Etihad Guest Miles that are required to be redeemed for such Upgrade Rewards will be an amount equal to 25% of the applicable adult rate. 

4.4.11.8 Upgrade Rewards can only be redeemed using Etihad Guest Miles. The Cash + Miles option is not available for the redemption of Upgrade Rewards. 

4.4.11.9 Upgrade Rewards can be booked through the Etihad Guest Service Centre or via etihad.com. Upgrade Rewards can only be obtained online via etihad.com where the respective Revenue Tickets were originally purchased through an Etihad Airways office or the Etihad Airways website. All Etihad Guest Payment card vouchers cannot be used for online upgrades.  This can be used only via Etihad Guest Service Centre. 

4.4.11.10 Unused/cancelled Upgrade rewards can be refunded up to 24 hours prior to departure. 10 % of the total ticket fare converted in Etihad Guest Miles will be charged on the miles redeemed for the upgrade. This charge is subject to change at any time without notice. The Revenue Ticket associated with the Upgrade Reward may only be refunded as per the rules applicable to the Revenue Ticket. 

4.4.11.11 The following fare types will not qualify for Upgrade Rewards – ID/AD tickets (S class), travel industry reduced rates, free or non-Revenue Tickets, staff promotion tickets and any other fares that are declared by us to be ineligible for Upgrade Rewards, Guest Seat Redemption tickets, Multiflyer tickets and tickets issued on N, I and X classes are also not eligible for Upgrade Reward . 

 4.4.12 Upgrades using Etihad Guest Miles at airports 

4.4.12.1 The redemption of Etihad Guest Miles at airports for Upgrade Rewards is subject to availability of operational resources and also seat, meal and 3 hours prior to flight closure, and is solely at the discretion of the duty manager of Etihad Airways. 

4.4.12.2 The Upgrade Rewards facility at airports may be withdrawn in cases where operational situations do not permit the transactions to be completed. 

4.4.12.3 The following fare types will not qualify for Upgrade Rewards at airports – ID/AD tickets, travel industry reduced rates, free or non-Revenue Tickets, staff promotion tickets and any other fares that are declared by us to be ineligible for Upgrade Rewards.  

4.4.12.4 Upgrade Rewards can only be transacted point to point. For connecting flights, you will need to request an Upgrade Reward at each airport e.g. Bangkok to Abu Dhabi to London Heathrow, the upgrade request will have to be made at Bangkok for travel to Abu Dhabi and then again at transit in Abu Dhabi for travel to London Heathrow. 

4.4.12.5 When claiming an Upgrade Reward at an airport, entitlements will be as follows; Etihad lounge access: entitlement to lounge accesses will be as per the upgraded class. Lounge access is subject to availability. 

4.4.13 Change/Cancellation/Loss of a Flight Reward ticket 

Changes to Flight Rewards: 

4.4.13.1 Name change: Flight Reward tickets will be issued to a third party upon request of the redeeming Member. Once issued, Flight Reward tickets are not transferable. 

4.4.13.2 Date change: Date changes can be made to GuestSeat Reward tickets within the stipulated GuestSeat Reward ticket validity. Date changes can be processed more than 7 days prior to the flight departure for a fee of AED 100 per person, per change, per GuestSeat Reward ticket. This fee is subject to change at any time without notice. Date changes to GuestSeat Reward tickets are always subject to availability. Date changes to OpenSeat Reward tickets are governed by the fare rules on the fare class purchased. 

4.4.13.3 Route change: In order to change the route of a GuestSeat Reward, you will need to apply for the existing GuestSeat Reward ticket to be refunded (subject to settlement of the applicable refund charges) and, subject to availability, you will need to redeem Etihad Guest Miles for a new GuestSeat Reward ticket with the new route. Route changes to OpenSeat Reward tickets are governed by the fare rules on the fare class purchased. 

4.4.13.4 Fare rules and charges may be amended at any time without prior notification. 

4.4.13.5 If the person named on a GuestSeat Reward ticket does not check-in for the relevant flight, the GuestSeat Reward ticket will not be rebooked. No refunds will be allowed and the entire miles and any cash used for the GuestSeat Reward ticket, excluding any taxes and carrier surcharges, will be forfeited. 

4.4.13.6 Refunds are permitted up to 24 hours before the flight departure. A refund fee of 75% will be charged on the ticket fare for the refund if you request to cancel within 7 days of departure date, for cancellations 8 days to 21 days before your departure you will be charged 50% and for cancellations more than 21 days before your departure you will only be charged 25% of the ticket fare for the refund. Applicable taxes and carrier charges/fees are excluded. This refund fee is subject to change at any time without notice. Refunds can only be processed via the Etihad Guest Service Centre. GuestSeat Reward tickets are valid for refunds (subject to application of the refund fee) up to one year from the first specified travel date of the original ticket. 

4.4.13.7 Permitted changes (including name changes, date changes and route changes), re-bookings and/or refunds of Flight Rewards must be processed within the validity period of the subject Flight Reward ticket. 

4.4.13.8 Where the person named on an OpenSeat Reward ticket does not check in for the relevant flight, the rules applicable to ‘no shows’ will follow the fare rule on the fare class purchased. 

4.4.13.9 Refunds for an OpenSeat Reward depend on the rules for the fare type selected at the time of booking. Refunds for an OpenSeat Reward may take up to 6 weeks to be processed. 

4.4.13.10 Flight Rewards for travel with our airline Etihad Guest Partners (other than Etihad Airways) are subject to the same Etihad Guest Terms and Conditions. 

4.4.13.11 In the event that the Etihad Guest programme or operations of Etihad Airways are altered, suspended, cut-back or cancelled, we are unable to guarantee that any affected Reward Flights booked will be honored. Etihad Guest Miles redeemed for such Reward Flights booked but not honored may be reinstated to Members’ accounts. 

4.4.13.12 Etihad Guest Miles can be used as form of payment for purchases of Etihad Airways products as well at participating Etihad Guest Partners. The availability of Etihad Guest Miles as form of payment is subject to change to change at any time without notice. We may withdraw, replace or substitute Rewards at any time without notice. 

4.4.13.13 The Cash + Miles option may be utilized for miles as form of payment. The contributions of Etihad Guest Miles and cash will be notified as per the combination displayed by the Slider Tool (where available). Where the Cash + Miles option is to be used for purchases, this may be subject to satisfaction of a minimum contribution of Etihad Guest Miles. The minimum contribution can be altered by us at any time without notice. 

5.1. The requirements for attaining and retaining an Etihad Guest Tier Status and the benefits provided at each Tier Status  is specified on the Etihad Guest Website. 

5.2. Your Etihad Guest Tier Status is valid for 12 months from the month you were upgraded to a tier. For example, if you upgrade on 9 April, your status will be valid from April of the same year until the end of April the following year. 

5.3 All Etihad Guest Silver Members and above Tier Status have a set of core and custom benefits. Core Benefits are standard set of benefits that Members receive by default. Depending on the Tier Status, eligible Members have the option to choose and customise their benefits known as Custom Benefits. Members have 30 days from their membership enrolment date or from their upgrade to a Tier Status, to pick their Custom Benefits on the Etihad Guest Website and Etihad Guest app. If a Member does not choose their Custom Benefits within 30 days, then a default set of benefits will be allocated to the Member as per their Tier Status. 

5.4 In addition to Core Benefits and Custom Benefits, all Etihad Guest Gold Tier Members and above Tier Status have the opportunity to unlock further benefits when they achieve the required Miles threshold as specified on the Etihad Guest Website. These are called Beyond Benefits. 

5.5. While some benefits are valid for unlimited use once the Member elects them, other benefits have a pre-defined quota which can be availed through issuance of limited vouchers to be used during the year. All benefit vouchers can only be used by the Member while they retain the relevant Etihad Guest Tier Status. For example, if a Member is downgraded from Gold Tier to Silver Tier then Member will not have access to use any utilised vouchers they were issued while they held the Gold Tier Status. 

5.6. You can check the validity of your Etihad Guest benefits by viewing your Member's profile on the Etihad Guest Website or on the Etihad Guest mobile app. Member must utilise the benefit vouchers within their validity period and vouchers cannot be extended or carried forward to the following year. 

5.7 Eligible Etihad Guest co-brand payment cardholders may have an option (subject to relevant rules of bank providing co-branded cards) to purchase back their Etihad Guest Silver or Gold Tier Status, using Etihad Guest Miles, should they fail to retain their Tier Status in the previous 12 months. Etihad Guest reserves the right to offer this option or change the number of Etihad Guest Miles charged for the Tier Status buy back option as specified on the Etihad Guest Website or otherwise specified and extant in our valid publications from time to time. 

6.1 Agreements with our Etihad Guest Partners may be changed or terminated from time to time and without notice to Members. A list of Etihad Guest Partners is available on the Etihad Guest Website.

6.2 Any Etihad Guest Partner may at any time withdraw from the Etihad Guest programme or change their terms and conditions for the supply of products and services. We do not guarantee that any of our Etihad Guest Partners will continue to participate in the Etihad Guest programme nor do we guarantee the continued availability of any particular offer or benefit that is offered by an Etihad Guest Partner.

6.3 We will honor the award of Etihad Guest Miles in respect of qualifying purchases which you have made with an Etihad Guest Partner provided that such Etihad Guest Partner reported the allocation and award of Etihad Guest Miles to us prior to such Etihad Guest Partner's withdrawal from the Etihad Guest programme.

6.4 We will not be liable to you in respect of any reporting failures on the part of Etihad Guest Partners, including where an Etihad Guest Partner ceases to participate in the Etihad Guest programme and fails to report to us the allocation and award of Etihad Guest Miles to your membership account. 

6.5 Rewards in relation to products and services offered by Etihad Guest Partners including but not limited to financial, hotel, car rental or leisure partners are awarded in accordance with the rates and terms and conditions determined by the Etihad Guest Partner and are subject to change. You should check the applicable rates, terms and conditions with the relevant Partner before purchasing such products or services.

6.6 Etihad Guest GuestPay partner T&Cs

7.1 Access to the Reward Shop. The Reward Shop is part of the loyalty program of Etihad Guest LLC (“Etihad Guest”, “we”) The loyalty program is referred to as “Etihad Guest Program”. The use of the Reward Shop is exclusively for eligible members of Etihad Guest Program (“Member” or “Members”) who are aged 18 or older, and who can enter into legally binding agreements. The rules relating to the use of the Reward Shop are set out on the Reward Shop website (“Site”) . Members can use their Etihad Guest Miles along with another means of payment to pay for goods, services, vouchers or coupons (together "Reward(s)") offered from independent third-party merchants (“Merchants”). 

7.2  Acceptance of Reward Shop Terms & Conditions. By accessing the Reward Shop website or any website linked to the Reward Shop and making transactions through the Reward Shop, specifically by clicking the "I AGREE" and/or similar buttons, Etihad Guest Program Member (“you”) expressly indicate your acknowledgment and acceptance of the rules applicable to the Reward Shop and the Reward Shop Privacy Notice. 

7.3 Acceptance of Electronic Communication. Merchants on the Reward Shop may send you email service communications, including purchase confirmation emails, and you agree that such electronic communications satisfy any legal requirements that such communications be in writing. Service communications cannot be opted out of and therefore if you do not wish to receive these communications, you will not be able to redeem Etihad Guest Miles or make any purchases using the Reward Shop.

7.4 Relationship between You and Merchants. Rewards are sold and distributed by independent third-party merchants (“Merchant(s)”) who make available such Rewards directly to you via the website. When you purchase a Reward, you directly enter into an agreement with the respective Merchant. Etihad Guest (via a contracted third party service provider) only provides the access and the technical platform for you to purchase Rewards directly from the Merchant for redemption of Etihad Guest Miles. You agree and acknowledge that separate terms and conditions of the relevant Merchant will apply to certain Rewards. You agree to abide to such applicable terms and conditions, including but not limited to, rules and restrictions on availability, shipment and delivery terms, notification of defects, return and refund policies, money back guarantees and claims for damages. Etihad Guest will not become a party to the transaction between you and the Merchant. You should read the terms and conditions of the respective Merchant on the Merchant Details tab as you will need to accept that Merchant’s terms and conditions prior to making a purchase. 

8.1 Etihad Guest ‘Miles on the Go’ is a program which will enable Etihad Guest Members to earn or redeem Etihad Guest Miles on their everyday or retail spend at Participating Partners (in stores or online) available in the U.A.E. only. 

8.2 Any Etihad Guest Member that links an Eligible Visa card to the ‘Miles on the Go’ program will be able to earn Etihad Guest Miles at participating Etihad Guest ‘Miles on the Go’ merchant. Etihad Guest Members can also redeem Etihad Guest Miles against Visa card transactions made with a registered Visa card at a participating Etihad Guest ‘Miles on the Go’ merchant. 

8.3 By participating in the Etihad Guest ‘Miles on the Go’ program, you agree all transactions and Qualifying Activities made under this program are subject to these Etihad Guest Terms & Conditions and the terms and conditions set out on the Miles of the Go website as updated from time to time: 

9.1 Etihad Guest Miles are transferable between active Etihad Guest accounts only. 

9.2 You must be an Etihad Guest member over the age of 13 years old to transfer and receive miles. 

9.3 For purpose of clause 9.1, both Etihad Guest accounts – the benefactor and recipient – must have completed at least one qualifying accrual transaction. 

9.4 A one-time password will be triggered if the transfer amount is above a defined threshold. 

9.5 The benefactor must pay a transfer fee per transaction. The transfer fee is displayed at the time of transfer and calculated as 10% of the miles transfer amount. 

9.6 Transfer limit per year is 50,000 Etihad Guest Miles. 

9.7 Minimum miles per transfer is 1,000 Etihad Guest Miles, excluding the transfer fee. 

9.8 Miles transferred will be deducted from the member’s individual balance. 

9.9 All miles transfers are non-refundable. 

9.10 Transferor has responsibility to seek permission from benefactor before the transfer of Etihad Guest Miles 

9.11 Etihad Guest has the right to stop any transfers in its reasonable discretion for the suspicion of fraud, abuse or violation of applicable policies. Etihad Guest also has the right to forfeit any transferred Etihad Guest Miles in the event of fraud, misuse and otherwise violation of policies.

10.1 General 
10.1.1 Conscious Choices is an Etihad Guest incentive which may enable a Member to earn incentives, which may include additional Etihad Guest Tier Miles, for making green or sustainable choices when travelling with Etihad Airways.

10.1.2 All Members shall be eligible to participate in Conscious Choices.

10.1.3 Etihad Guest shall issue the rules for Conscious Choices and the eligibility criteria associated with each Badge on its website. Etihad Guest reserves the right to update the rules and eligibility criteria at any time at Etihad Guest’s absolute discretion.

10.2 Badges 
10.2.1 Whenever a Member satisfies the eligibility criteria, they shall be awarded a Badge together with any associated incentive. A Badge together with any associated incentive may take up to forty-five (45) days to be credited to and displayed on a Member’s account. 

10.2.2 A Member may only earn each Badge on one occasion. 

10.2.3 Any Badges earned by a Member shall be displayed on the Member’s account summary page. 

10.2.4 A Member may apply for a Badge retrospectively for any activity that occurred on or after 1 December 2021 but shall not be entitled to apply retrospectively for any activity that occurred prior this date for an activity that may otherwise have entitled that Member to a Badge. 

10.2.5 Etihad reserves the right to add or remove any Badge and/or to amend, change, increase or decrease the incentive associated with any Badge at any time. 

10.3 Opt Out

10.3.1 A Member may opt-out of Conscious Choices, together with the incentives associated therewith, at any time by sending an email entitled “Opt Out – Conscious Choices” to Guest@etihadguest.com.

11.1. Personal Information

Any personal information about you which you supply us with or we collect about you is governed by Etihad Guest’s Privacy Policy, a copy of which is available for review on the Etihad Guest Website, together with information about cookies and the use of cookies, and the terms of which shall be deemed to be incorporated into these Terms and Conditions. 

11.2 No Warranties 

11.2.1. All Rewards and other content on the Etihad Guest Website or displayed in the Reward Shop or obtained from websites linked to the Etihad Guest Website or the Reward Shop (“Linked Site”) are, to the fullest extent permitted by applicable law, provided to you on an “as is” basis without warranty of any kind from us either express or implied including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose, title, non-infringement, security or accuracy, nature, type, quality, and condition of the goods, assets. 

11.2.2 We do not warrant or represent that the content on the Etihad Guest Website or any Linked Site is complete or up-to-date. We are under no obligation to update any content on the Etihad Guest Website or any Linked Sites. We may change the content on or make improvement or changes of the Etihad Guest Website at any time without notice.

11.3 Limitation of Liability  

11.3.1. The information, products, and descriptions of Rewards and other services published on the Etihad Guest Website or a Linked Site may include inaccuracies or typographical errors, and we (and the operator of the Reward Shop) specifically disclaim any liability for such inaccuracies and errors. Other than to the extent required under applicable laws, under no circumstance will we or the shop operator be liable for any loss or damage caused by your reliance on information obtained through the Reward Shop or any Linked Site or your reliance on any Reward obtained from the Reward Shop or the use of any Linked Site.

11.3.2 You agree that neither us, nor our affiliates or the shop operator (or any of our or their respective officers, directors, employers, or agents) will be liable, whether in contract, tort, strict liability or otherwise, for any loss of profits, loss of opportunity, loss of data, damage to goodwill or for any indirect, punitive, special, consequential, incidental or indirect damages (including without limitation, the cost of procuring substitute service) arising out of or in connection with Rewards or the use of the Etihad Guest Website or a Linked Site, or with the delay or inability to use the Etihad Guest Website or a Linked Site, or any breach of these Terms and Conditions, even if we are made aware of the possibility of such damages. In addition, neither we nor our affiliates or the shop operator (nor any of our or their respective officers, directors, employees or agents) shall be liable, whether in contract, tort, strict liability or otherwise for any loss, cost, damage or expense suffered or incurred in relation to the transmission of any virus which may infect your equipment, failure of mechanical or electronic equipment or communication lines, telephone or other interconnect problems, unauthorized access, theft, operator errors, strike or other labor problems or any force majeure. We cannot and do not guarantee continuous, uninterrupted or secure access to the Etihad Guest Website or the Linked Sites. 

11.3.3 You expressly acknowledge and agree that Merchants are independent contractors none of whom are employees or agents of ours or the shop operator. Neither we nor the shop operator is liable for the acts, errors, omissions, representations, warranties or negligence of Merchants. Neither us, nor the shop operator, shall be responsible for or liable to you in connection with any restrictions, qualifications, or other terms and conditions imposed by the Merchant on any Reward items. As far as permissible by applicable law, we (the operator of the Reward Shop) hereby disclaim any product or other liability, whether based on contract, tort, strict liability or otherwise, including without limitation liability for any direct, punitive, special, consequential, incidental or indirect damages, in connection with the Rewards provided by any Merchant through the Reward Shop, including without limitation liability for any act, error, omission, injury, loss, accident, delay or irregularity which may be incurred through the fault, negligent or otherwise, of such Merchant and you hereby expressly exonerate us from any liability with respect to the same. 

11.3.4 We reserve the right to seek all remedies available at law and in equity for any misuse of the Etihad Guest Website or the Reward Shop and/or violations of these Terms and Conditions, including the right to block access to the Etihad Guest Website from particular internet addresses and to exclude you from accessing the Reward Shop. You are deemed to have consented to receive communication from us electronically and you agree that such electronic communication satisfies any legal requirements that such communications be in writing. 

11.4 Copy Rights/Trademarks

The trademarks, logos and service marks (collectively referred to as "Marks") displayed on the Etihad Guest Website are our property or the property of our affiliates, the shop operator, a Merchant or an Etihad Guest Partner, as the case may be. You are prohibited from using any Marks for any purpose including, but not limited to, the use as metatags on other pages or sites on the internet without our written permission, or the written permission of such other party which may own the Marks. All information and content including any software programs available on or through the Etihad Guest Website (collectively referred to as "Content") is protected by copyright. You are prohibited from modifying, copying, distributing, transmitting, displaying, publishing, selling, licensing, creating derivative works or using any Content available on or through the Etihad Guest Website for commercial or public purposes. You take note that one or more patents apply to the features and services accessible via the Etihad Guest Website and the Reward Shop, including without limitation: Loylogic’s U.S. utility patent application Nr. 11/117,225. 

11.5 Access to Password Protected/Secure Areas

11.5.1. Access to and use of password protected and/or secure areas of the Etihad Guest Website and the Reward Shop is restricted to authorized persons only. Unauthorized individuals attempting to access these areas of the Etihad Guest Website or the Reward Shop may be subject to prosecution. You are responsible for maintaining the confidentiality of your personal information, including your account details and password, and for restricting access to your computer to prevent unauthorized access to the Etihad Guest Website and the Reward Shop. You agree to accept responsibility for all redemption and other activities that occur under your account or password. You should take all necessary steps to ensure that your password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorized manner. 

11.5.2. We will not contact you by, way of telephone call or email, asking for your Etihad Guest Membership account personal information such as passwords/PINs/user id, etc. It is your responsibility to report any suspected privacy violation or other related security issues to us. We will ensure that appropriate measures are in place to protect your personal information which is held by us.

11.6 Exchange Rates 

All exchange rates displayed on the Etihad Guest Website in connection with any Reward transactions are under license from XE.com.

12.1 We reserve the right to audit any and all Etihad Guest membership accounts at any time and without notice to you, in order to ensure compliance with the Etihad Guest Programme rules, applicable laws and applicable conditions of carriage and/or tariffs. Etihad Guest reserves the right, without notice to the guest, (a) to delay processing or reviewing of all activity (including without limitation any mileage redemption activity and processing of any mileage redemption requests for any awards, certificates or benefits, including without limitation any status benefits) in any Etihad Guest account, and (b) to audit any Etihad Guest account at any time. While the account is under review, the guest may continue to accrue or redeem miles and tier miles in the account, however,  no mileage redemptions or other transactions may be permitted and any outstanding award redemptions, certificates and benefits (including without limitation any status benefits, if applicable) may be subject to cancellation or suspension, at Etihad Guest’s sole discretion.

12.2 In the event that an audit reveals discrepancies or violations, the processing of Rewards or statements of account may be delayed until the discrepancies are resolved to our satisfaction.

12.3 If you suspect that you've received a fraudulent e-mail that appears to be from Etihad Airways, Etihad Guest or our affiliates, do not respond. Never click on any link that seems suspicious nor provide any personal information. Please:

12.3.1 Forward the email to guestinformation@etihadguest.com; and 

13.3.2 Delete the email if you have responded or disclosed your personal information to a possible fraudulent message, notify the above email address.

13.1. We may change the rules applicable to the Etihad Guest programme (including all or part of these Terms and Conditions) in whole or in part, at any time without notice. However we will make reasonable efforts to give you prior notice of the changes and any such changes to the rules applicable to the Etihad Guest programme shall apply with effect from the first date of their publication.

13.2. We have the right to terminate the Etihad Guest programme at any time. We will make reasonable efforts to give you prior notice of the termination of the Etihad Guest programme.

13.3. We reserve the right to interpret and apply the policies and procedures communicated in these Terms and Conditions. All decisions made by us shall be final and conclusive in each case. These Terms and Conditions supersede all previously published terms and conditions in respect of the Etihad Guest programme.

13.4. We, in our sole judgment, reserve the right to disqualify you from further participation in the Etihad Guest programme, cancel all accumulated Etihad Guest Miles and seek compensation for Rewards used, if we deem that you have engaged in willful misconduct or have breached any of the Terms and Conditions governing the Etihad Guest programme including but not limited to: failure to follow our policies and procedures, the sale or barter of Rewards or tickets, any misrepresentation of facts relating to the earning or redemption of Rewards or any other improper conduct as determined by us including but not limited to  infraction of the tariffs of any airline Etihad Guest Partner, any untoward behavior with reference to any of our employees or refusal to honor our employees' instructions. At no time may Etihad Guest mileage credit or award tickets be purchased, sold or bartered. Any such mileage or tickets are void if transferred for cash or other consideration. Violators (including any passenger who uses a purchased or bartered award ticket) may be liable for damages. Use of award tickets that have been acquired by purchase or for any other consideration may result in the cancellation of the tickets or the passenger being denied boarding. If a trip has been started, any such travel will be at the passenger's expense on a full-fare basis. The passenger and the member who violate these terms and conditions may also be liable to Etihad Airways for the cost of a full fare ticket for any segments flown on a sold or bartered ticket. Fraud, misrepresentation, abuse or violation of applicable rules (including, but not limited to Etihad’s conditions of carriage, tariffs and Etihad Guest program rules) is subject to appropriate administrative and/or legal action by appropriate governmental authorities and Etihad Airways. Such action may include, without limitation, the forfeiture of all award tickets, and any accrued mileage in a member's account, as well as cancellation of the account and the member's future participation in the Etihad Guest program. In addition, Etihad Airways reserves the right to take an appropriate legal action to recover damages, including its attorney fees incurred in prosecuting any lawsuit. 

13.5. We shall not be liable for any loss or  damage, whether direct or indirect, resulting from the termination or change of the Etihad Guest programme or any of the services, benefits, facilities or arrangements which are available to Members pursuant to the Etihad Guest programme (including without limitation, the withdrawal of any Etihad Guest Partner(s) from participation in the Etihad Guest programme, or the withdrawal or limitation of any of the services, benefits, facilities or arrangements which are available to Members pursuant to the Etihad Guest programme). Etihad Guest Miles or Etihad Guest Tier Miles will have no value upon termination of the Etihad Guest programme.

14.1 These Terms and Conditions and the relationship between us and you are governed by UAE federal laws as applied in the Emirate of Abu Dhabi. By completing and submitting an Enrolment Form to join the Etihad Guest programme, you are agreeing to submit to the exclusive jurisdiction of Abu Dhabi courts. 

14.2 If in any jurisdiction, the Etihad Guest programme, the issue of Etihad Guest Miles or the redemption of any Reward is unlawful, then to the extent that the laws of that jurisdiction are applicable, the issue or redemption of Etihad Guest Miles or Rewards and any related documents are void.

In the above Terms and Conditions, unless the context otherwise requires: 

“1Mile redemption” means the option to redeem one (1) Etihad Guest Mile (in combination with cash) for the purchase of a Reward, as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time. 

“Cash + Miles” means the ability for a Member to redeem their Etihad Guest Miles for a Reward using a combination of cash and Etihad Guest Miles. 

“Child” means a person between the ages of two (2) to twelve (12) (inclusive), and “Children” shall be construed accordingly. 

“Core Benefits” means default Rewards and benefits a Member automatically receives based on your Tier Status. 

“Custom Benefits” means benefits that an eligible Member can customise by selecting new benefits once a year. The number of benefits an eligible Member can select depends on their Tier Status. 

“Beyond Benefits” means additional and/or conditional benefits and Rewards that Members can earn above a defined threshold available for Gold, Platinum and Emerald Tier Members. 

“Enrolment Form” means the form prescribed by us which is required to be completed by you and submitted to us in order to assess eligibility for membership of the Etihad Guest programme. 

"Etihad Airways" means Etihad Airways PJSC, the national airline of the United Arab Emirates established by Emiri Decree in the Emirate of Abu Dhabi and having its principal place of business at New Airport Road, P.O.Box 35566, Abu Dhabi, and U.A.E. 

“Etihad Chauffeur” means the airport transfer executive chauffeur service known as ‘Etihad Chauffeur’ and which is available to certain passengers of Etihad Airways. 

“Etihad Guest” means the loyalty programme developed and offered by us to reward Members who frequently travel with Etihad Airways and airlines that are Etihad Guest Partners and to reward Members who use qualifying services/products of non-airline Etihad Guest Partners. 

“Etihad Guest Card” means the membership card issued to eligible Member and bearing the Etihad Guest Number in respect of that Member. 

“Etihad Guest Emerald Member” means a Member whose Etihad Guest Tier Status is Etihad Guest Emerald. 

“Etihad Guest Gold Member” means a Member whose Etihad Guest Tier Status is Etihad Guest Gold. 

"Etihad Guest Miles" means the ‘miles’ awarded to a Member by us for travel on Qualifying Flights (see Revenue Tickets) and/or by purchasing products and services from our Etihad Guest Partners, in accordance with and as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time. 

“Etihad Guest Number” means the distinctive membership number allocated to each Member in respect of that Member’s Etihad Guest membership account. 

"Etihad Guest Partners" means an airline or a non-airline entity participating in the Etihad Guest programme (including Merchants) whose qualifying flights/services/products: (i) would earn Etihad Guest Miles, when purchased or (ii) can be purchased against the redemption of Etihad Guest Miles, in each case as specified in these Terms and Conditions, the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time. Or (iii) would offer a discount or added value when purchased. 

“Etihad Guest Platinum Member” means a Member whose Etihad Guest Tier Status is Etihad Guest Platinum. 

"Etihad Guest Service Centre" means the telephone contact center identified on the Etihad Guest Website as fully authorized and equipped to provide the requisite range of services offered under the Etihad Guest programme. 

“Etihad Guest Silver Member” means a Member whose Etihad Guest Tier Status is Etihad Guest Silver. 

“Etihad Guest Tier Miles” means the ‘miles’ awarded to a Member by us which count towards that Member’s progression into Etihad Guest Silver tier status or from one Etihad Guest Tier Status to another (higher) Etihad Guest Tier Status. 

“Etihad Guest Tier Qualifying Flights” means those flights in respect of which Members are eligible to earn Etihad Guest Tier Miles as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time. 

“Etihad Guest Tier Status” means the status level of a Member, derived from the accumulation of Etihad Guest Tier Miles.  These tier status levels may be Etihad Guest Silver, Etihad Guest Gold, Etihad Guest Platinum or Etihad Guest Emerald. 

“Etihad Guest Website” means the website operated by us, as updated from time to time, the address of which is at www.etihadguest.com or such other address as may be notified to you from time to time. 

“Family Guest” means any Member belonging to a Family Membership, excluding the Family Head. 

“Family Head” means the Member who is nominated as such in respect of a particular Family Membership pursuant to clause 3 of these Terms and Conditions and whose account is credited with the Etihad Guest Miles of all of the Family Guests within that Family Membership. 

“Family Membership” means a group Etihad Guest membership set up as described in clause 3 of these Terms and Conditions. 

“Flight Reward” means a Reward which is a flight ticket, an Upgrade Reward or an increase in baggage allowance in respect of a flight, in each case as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time. 

“GuestSeat Reward” means a flight which is a Flight Reward in respect of which the number of Etihad Guest Miles to be redeemed by a Member is as specified by the Mileage Calculator. 

“Infant” means a person under the age of two (2). 

“Member” means any person that subscribes to, and has been accepted by us into, the Etihad Guest programme. 

“Merchant” shall mean any third party supplier. 

“Mileage Calculator” means the tool, which is available on the Etihad Guest Website, which specifies the number of Etihad Guest Miles which are required to be redeemed for certain Rewards and the number of |Guest miles, the member will earn on a specific route depending upon the member’s tier level and the |RBD or booking class on the ticket. 

“Non-Flight Reward” means a Reward which is not a Flight Reward, including any redemption of Etihad Guest Miles via the Reward Shop. 

“OpenSeat Reward” means a flight which is a Flight Reward in respect of which the number of Etihad Guest Miles to be redeemed by a Member is based upon the commercial fare for tickets in respect of that particular flight. 

“Qualifying Activity” means transactions with Etihad Airways and Etihad Guest Partners which are eligible for the accrual of Etihad Guest Miles and Tier Miles. 

“Qualifying Fares” means those airline fares which qualify for the accrual of Etihad Guest Miles as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time. The following fare types will not qualify for the earn/accrual of Etihad Guest Miles: travel industry or corporate reduced rates, redemption fares (N, I and O Class) free or non-revenue tickets, charter flights, bus routes and any other fares that are from time to time declared by us to be ineligible for accrual of Etihad Guest Miles. 

“Qualifying Flight” means those flights in respect of which Members are eligible to earn Etihad Guest Miles and Etihad Guest Tier Miles as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time. 

“Revenue Ticket” means a flight ticket purchased at commercial fare rate in respect of a Qualifying Fare. 

"Reward" means the benefit (being either a Flight Reward or a Non-Flight Reward) a Member acquires through the Etihad Guest programme by redeeming Etihad Guest Miles in accordance with, and as specified in, these Terms and Conditions and the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time. 

“Reward Shop” means an online platform through which we make available certain Rewards which you may redeem against Etihad Guest Miles in accordance with the following four redemption types: ‘Buying’, ‘Donating’, ‘Raffle’ and ‘Bidding’. 

“Slider Tool” means the dynamic device, which is available on the Etihad Guest Website, that allows Members to view the relative quantity of Etihad Guest Miles and cash that they need for a specified Reward. 

“Spouse” means one’s husband or wife by lawful marriage in accordance with the U.A.E. law.  

“Terms and Conditions” means these terms and conditions, which include the Etihad Guest privacy policy (a copy of which is available for review on the Etihad Guest Website) together with information about cookies and the use of cookies. 

“Upgrade Reward” means the ability for a Member to redeem their Etihad Guest Miles for travel in a higher flight cabin class pursuant to clauses 8.5 and 8.6 of these Terms and Conditions. 

 “We”, “we”, “us”, “Our(s)” and “our(s)” means the owner and operator of the Etihad Guest programme being Etihad Guest LLC, a company incorporated under the laws of the Emirate of Abu Dhabi. 

While Etihad uses all reasonable endeavours to make the Etihad Websites and associated services available, Etihad cannot guarantee that they will operate continuously or without interruption.

Etihad makes no representations or warranties, either expressed or implied, with respect to the Etihad Websites or the contents and, to the fullest extent permissible under the law, disclaims all such representations and warranties.

Your access to and use of software and other materials on, or through, the Etihad Websites is solely at your own risk. Etihad makes no warranty whatsoever about the reliability, stability or virus-free nature of such software.

Subject to applicable law, under no circumstance is Etihad responsible for any direct or indirect, incidental, special, punitive, exemplary or consequential damages of any kind (including but not limited to lost profits, lost savings or revenue, or loss or corruption of data or information) which arises out of or is in any way connected with your use of or inability to use the Etihad Websites whether based on breach of contract, tort, negligence, product liability or otherwise, even if advised of the possibility of such damages.

This includes any information, products or services obtained through or any contract entered into via the Etihad Websites, but excludes carriage by air performed by Etihad in respect of any ticket obtained using the booking engine provided in the Etihad Websites, which is subject to the conditions of carriage and applicable international conventions.

When using the Etihad Websites you agree:

• To use them solely to determine the availability of products and services offered by Etihad and to assist you to make legitimate reservations or transact business with us. You agree to use the Etihad Websites only for personal, non-commercial use.
• To use the Etihad Websites' services to make only legitimate reservations. 
• Not to make any false reservation or any reservation in anticipation of demand. Etihad may cancel, without notice, all confirmations associated with multiple reservations to one or more destination on or about the same date. 
• Not to deface, alter or interfere with the front end "look and feel" of the Etihad Websites or the underlying software code. 
• Not to take any action which will impose an unreasonable or disproportionately large load on the Etihad Websites or related infrastructure. 
• To all of our terms and conditions of purchase, including, but not limited to, full and timely payment of all amounts due and compliance with all rules concerning availability of fares, products, or services. All fees, assessments, charges, taxes and duties arising out of use of the Etihad Websites are your sole responsibility. 
• Not to do anything which will or might damage, interfere with, disrupt access to, interrupt or impair the functionality of the material available on the Etihad Websites, nor to upload any material that contains any computer viruses or other codes, files or programmes designed to interrupt, destroy or limit the functionality of any software or equipment. 
• Not to post, distribute or otherwise upload any defamatory, libellous, offensive, infringing, obscene, indecent, harmful, threatening, abusive, tortuous, racially or ethnically objectionable or otherwise unlawful material or information or send any chain letters, junk mail, 'spamming' material or any other form of bulk communication.
• Not to threaten, harass, stalk, abuse, disrupt or otherwise violate the rights of others, including individuals' privacy rights. 
• Not to obtain or attempt to obtain unauthorised access to the Etihad Websites or any private or member account areas on the Etihad Websites, nor to impersonate any person or misrepresent your affiliation with another person. 
• Not do, cause or permit anything to be done that may infringe, damage or interfere with any intellectual property rights of Etihad nor any of our associated companies or third parties. Also, not to do anything that is otherwise unlawful or which may create any liability on the part of Etihad. 
• Violate this Agreement or any applicable legislation in any other manner.

 

If Etihad considers that you have breached any of these terms and conditions or have otherwise demonstrated inappropriate conduct when using Etihad Websites, Etihad reserves the right to:

• Warn you that you have breached these terms and conditions, and ask you to stop such conduct;
• Delete any material or content which you may have posted without notice to you;
• Take measures (including terminating, suspending or restricting your access) to, and preventing you from using the Etihad Websites;
• Cancel any bookings that you may have with Etihad without reference to you;
• Report your activities to service providers such as internet, mobile, or telecom providers, and/or relevant authorities;
• Take legal action against you.

All content of the Etihad Websites is subject to copyright.

The Etihad Websites are for the your personal and non-commercial use. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any information, software, products or services obtained from the Etihad Websites.

Etihad, Etihad Holidays, Etihad Cargo and any other product or trade names of Etihad referenced in the Etihad Websites are our trade marks or registered trade marks. Other product and company names mentioned herein may be the trademarks of their respective owners.

You can book for up to 9 guests per booking on the Etihad websites. This would mean that you are able to make reservations for a group of 9 adults and children (2 - 11 years old). Infant-only bookings cannot be made online and unaccompanied minor bookings also need to be made via our Contact Centre.

Infants (under 2 years old) and children (2-11 years old) are deemed to be so at the time of travel and not at the time of booking. A child traveling on his or her second birthday is considered a child and not an infant, and would need to have been ticketed as such.

A child traveling on his or her 12th birthday is considered an adult and would need to have been ticketed as such.

You may make bookings up to 5 days before departure.

You may book a flight in the Class of your choice: First, Business or Economy Class. Your booking is subject to the applicable fare conditions and the availability of seats in that fare group. You need to pay online with a credit card.

You are only able to make amendments or cancellations on the booking you are making prior to confirming your reservation online. Any modifications after this must be made via your local Etihad office or Contact Centre. All reservations, including modifications and cancellations are subject to the Terms and Conditions, Customer Care Policy, General Conditions of Carriage and any applicable fees and charges (including but not limited to fare rules of the ticket and Guest Service Fee).

We accept all major credit cards. The credit card must be in the name of one of the passengers travelling and the same card must be carried at the time of travel, together with the form of identity submitted during the booking process, for verification at check-in. Alternatively, if the passenger travelling is not the cardholder, or if for any reason, the credit card used for the booking cannot be produced at check in, Etihad may require that a clear photocopy of both sides of the credit card used for a booking may be presented, duly signed by the cardholder authorising the use of the card for the purchase of the ticket. For security reasons, we request you to strike out the Card Verification Value (CVV) code of the card on the photocopy.

We accept credit cards issued in the country of departure and a few other selected countries as specified during the booking process. If you wish to arrange for delivery or collection of a ticket in a country other than your country of departure, you will need to contact one of our local offices to make the booking and arrange payment and ticketing.

Your credit card will be debited when you click on the confirm button.

If you do not have a credit card, you may choose to pay in cash while visiting one of our offices.

The tickets shall be delivered to you depending on your selection of the method of delivery and upon satisfactory proof of payment and identity.

Disclaimer: Etihad Airways accepts no liability or responsibility and will not be liable or responsible for any loss, damage, misuse or unauthorized access occurring in connection of with the provision of credit card data. Etihad Airways will not be responsible or liable for any action or decision made by you in reliance on the information with regard to credit card usage on this website, even if Etihad Airways has been advised of the possibility of these damages.

If the booking travel originates from some specific countries, the credit card used to make payment for this booking will be verified at the time of check-in, failure to which you will not be allowed to fly using this booking.

Kindly note that Etihad Airways is based in Abu Dhabi, United Arab Emirates. It is possible that your credit card Issuing Bank may levy an additional fee for this transaction, for usage of the card in a foreign country. For further information, kindly contact your respective credit card Issuing Bank.

Etihad Airways will charge your credit card in the currency as displayed on the booking confirmation. If you are not using a credit card based in the country of departure of the itinerary, your credit card Issuing Bank may levy a fee for transaction in foreign currency, and may also apply different exchange rate as compared to those given by the currency converter on our site. Kindly contact your credit card Issuing Bank for further information on any fees and the applicable exchange rates.

For payments by VISA or MasterCard, depending on your credit card Issuing Bank, you may have to complete an extra level of security check through the “Verified by Visa” or “MasterCard Secure” page. A pop-up window will appear after you confirm the purchase of your itinerary, containing your bank’s logo, in which you must provide your ‘Verified by Visa’ or ‘MasterCard Secure’ password. This is not the PIN used for ATM/ Cash Machine transactions. If you are requested to enter this password, and if you have not registered for this authentication service, kindly contact your bank to register. If you are requested to enter this password and you choose to continue without entering it, or enter incorrect password, your booking may not be successfully completed. For further information, kindly contact your credit card Issuing Bank.

If your credit card is issued in India, we accept International Credit Cards.

Etihad reserves the right to refuse carriage in case of non-compliance with these credit card rules.

We will make efforts to maintain confidentiality when securing an online payment in line with the industry standards. This covers the security of your credit card details and other personal information. All of your personal information is encrypted as it travels over the Internet.

The carriage of passengers and their baggage by air will be subject to the Conditions of Carriage of the carrier concerned. With respect to our flights, please read our General Conditions of Carriage.

Read our Conditions of Carriage for tickets purchased in Germany.

The carriage of passengers and their baggage may also be subject to the applicable Warsaw Convention 1929 or the Montreal Convention 1999, and other applicable legislation which may limit or stipulate the carrier's liability in certain circumstances.

You may require a visa for travel to some destinations to and via which you are required to travel due to the booking you have made through the Etihad Websites. It is your responsibility to obtain such visas required for travel. You must also have valid passport for the duration of the travel and the expiry date of your passport must be acceptable to all the countries you enter. More information on the passport and visa requirements is available at the embassy of the country or countries you will be travelling to, and at the closest Etihad office.

The fares quoted may not include the individual charges such as departure taxes, passenger service charges, airport taxes, imposed by airport or aeronautical authorities of the countries you are visiting. You will be required to pay them directly to the charging authorities.

You are also advised to check with your doctor whether you are required to undergo immunisation prior to entry or stopover in the countries to and through which you will be travelling. Some countries require that you have adequate travel insurance. It is your responsibility to ascertain these requirements and to fulfil such requirements.

Please click here to view our Privacy Policy.

Please click here to view our Cookie Policy.

As a condition of use of the Etihad Websites, you agree to indemnify us from and against any and all liabilities, expenses (including attorney's fees) and damages arising out of claims resulting from your use of the Etihad Websites, including without limitation any claims alleging facts that, if true, would constitute a breach by you of these terms and conditions.

The Etihad Websites may contain links and pointers to internet sites maintained by third parties. Etihad does not operate or control in any respect any information, products or services on such third-party sites. Third-party links and pointers are included solely for your convenience, and do not constitute any endorsement by us. You assume sole responsibility for use of third-party links and pointers.

If you are dissatisfied with any aspect of the Etihad Websites, or if you have any complaints about any of the services provided by Etihad please contact us.

Your use of the Etihad Websites and the Etihad terms and conditions is subject to the laws of the United Arab Emirates and you agree to submit to the non exclusive jurisdiction of the courts in the Emirate of Abu Dhabi, United Arab Emirates. Etihad reserves the right to bring proceedings to the courts of the country of your location.

If you have any questions about these terms and conditions, please click here to email us your queries.

Etihad’s contingency plan for lengthy tarmac delays describes what Etihad will implement during an extended delay in accordance with U.S. Department of Transportation (DoT) regulations. This plan is available on our US website, by clicking here. 

Click Here to access the Etihad Airways Customer Service Plan, applicable at airports within the United States of America.

1.    Definitions
 

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

“Activity” means a transfer, tour, activity or admission to an attraction or special event;
 

“Airline” means Etihad Airways PJSC the national airline of U.A.E.
 

 “Affiliates” means any entity that is wholly or partial owned and under common control by a Party, here Abu Dhabi National Exhibitions Company PJSC
 

“Booking “means the reservation of one or more Holiday Packages by the Travel Agent
 

 “Cancellation” means a change to the departure date, a change in name (exceptions may be permitted for small corrections (up to 3 letter of the name)), a reduction to the number in the party, , and/or the termination of the entire trip.  All other changes to a reservation constitute an “Amendment”;
 

“Child” means a person under the age of 12 years on the relevant return date of travel;
 

“EU Customer” is a person whose place of habitual residence is in the EU, provided that also the place of departure of the Holiday is also in the EU
 

“Etihad Holidays”, “we” or “us” means, for customers in the EU or Switzerland: Capital Holidays (Ireland) Ltd a company registered in Ireland with registered company number 530442 whose registered address is at 6th Floor, 2 Grand Canal Square, Dublin 2, D02 A342, Ireland trading as Etihad Holidays;
 

“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 package holiday booked by you or on your behalf with us;
 

“Lead Name” means the first named customer on any Holiday booking;
 

“Significant Change” has the meaning set out in section 7 of these Booking Conditions;
 

“Standalone” means a booking for hotels, rental cars and/ or Activity’s without a flight;
 

“Travel Agent” means any agent through whom your Holiday with us is booked;
 

“UAE” means the United Arab Emirates, “KSA” means the Kingdom of Saudi Arabia, “Germany” means the Federal Republic of Germany and “EU” means the European Union; and
 

“You” means any customer who is or may be considering the booking of any Holiday and includes all customers named on your Holiday booking who are booking together.

 

2.   The Contract
 

For customers in the EU or Switzerland, your contract is with Capital Holidays (Ireland) Ltd a company registered in Ireland with registered company number 530442 whose registered address is at 6th Floor, 2 Grand Canal Square, Dublin 2, D02 A342, Ireland trading as Etihad Holidays.

 

Thank you for choosing Etihad Holidays. To ensure that you understand the conditions of your particular Holiday, please read the following terms and conditions. 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.

• The booking confirmation, these conditions and other information in all Etihad Holidays’ brochures, price booklets, separate publicity material and our website, and our Privacy Policy, 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 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.
• By making a booking with us, you consent to our use of your personal data in accordance with our Privacy Policy and you are authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements).
• These conditions do not govern your contract or affect your rights relating to any third party whose services you may separately purchase 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 you are deemed to have agreed to our terms and conditions and 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.
• Prices are quoted in the currency as determined by your country of booking.
• Peak travel period surcharge, minimum night stays and holiday blackouts may apply depending on your travel dates. These conditions  are already included in the travel price.
• All hotel prices are per person based on double occupancy unless otherwise noted and are subject to change without notice.
• Online Check-in is available for Etihad Airways flights between 48 hours to 1 hour before departure. Airport Check-in opens 4 hours prior to scheduled departure time. Check-in for Economy Class closes 60 minutes prior to scheduled departure time. Check-in for Business Class closes 45 minutes prior to scheduled departure time. Check-in for all flights to the US will close 2 hours before departure for guests who are commencing their journey in Abu Dhabi. The US Preclearance facility at Abu Dhabi closes for acceptance 60 minutes before departure. For check-in times of other airlines please contact the respective airline. It is recommended that you report to the gate at least 30 minutes before the flight departure. Failure to comply with these conditions may result in the loss of your seat to a stand by passenger or cancelation. All other airline terms and conditions of carriage apply as standard. Please refer at www.etihad.com/en-ae/legal/conditions-of-carriage/
• Airport/hotel transfers and unique activities require the timely receipt of the complete passenger flight itinerary. If you have made a hotel only booking and fail to provide to Etihad Holidays complete flight itinerary prior to the issuance of travel documents, transfers and Activities, if purchased, will not be provided and there will be no refund for this unused service.
• All international travelers must present a government issued passport that is valid for at least six months from the date of re-entry. It is the traveler’s responsibility to provide proper documentation and to comply with the laws of each country flown from or to, and to contact the appropriate consulate, embassy and/or immigration department for your destination country for any specific entry requirements and restrictions. If you are traveling under names other than what is printed on your travel documents you must supply an official document issued by the competent authority in which your name change is confirmed. Airlines may require documentation for children traveling without their legal guardian beyond what is mandated by the destination country (e.g. a birth certificate). Please contact Etihad Airways directly at 800 2324 (within the UAE) or +971 2 599 0700 (outside the UAE) or info@etihadholidays.com for details.
• Room photographs shown are for informational purposes only and may not depict the actual category purchased.
• These Booking Conditions and any contract between us shall be governed by German law with the exception of the German conflicts of laws rules.
• Both you and we confirm that the courts of Germany shall have exclusive jurisdiction to settle any disputes or claims (including any non-contractual disputes or claims) arising out of or in connection with these booking conditions or the subject matter or form thereof.

 

3.   How to Book
 

• A Holiday booking can be made online on our website www.etihadholidays.com, directly with Etihad Holidays Sales & Service Centre via
• Toll-Free number 800 2324 (within the UAE)
• Local rates 0345 600 8118 (within the UK)
• All other countries +971 2 599 0700 (outside the UAE)
• or through your preferred Travel Agent.
• When a booking is made via a Travel Agent, all communication with Etihad Holidays must be made via the Travel Agent. Etihad Holidays bears no responsibility or liability of any ex parte communication between Agent and customer. 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.

 

4.   Payment
 

• We accept cash, credit/ debit cards and Etihad Guest Miles.
• Once full payment has been received for a confirmed booking, Etihad Holidays will issue E-vouchers for services booked. Printed copies of these E-vouchers must be surrendered by you to the relevant supplier of the services, e.g. hotel or ground transportation supplier at the time of availing the respective services.

a) Etihad Holidays Packages
 

• A deposit, payable to Etihad Holidays, of maximum 10% of the total package cost shall be due at the time of booking unless specified otherwise. Any non-refundable components of your package, if applicable, including but not limited to travel insurance, airfares, hotels or special event tickets are payable in full at the time of booking. The full balance must be settled no later than 14 days before your departure date. If we do not receive the full 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 6 of these Booking Conditions.
• A surcharge may apply for bookings made over the phone to the Etihad Holidays Sales & Service Centre instead of booking direct online. Separate payment policies apply to holiday or special event departures.
• At the time of credit/debit card payment, Etihad Holidays may split the merchant of record payment between Etihad Holidays and the air carrier booked. The Etihad Holidays portion of the payment will be processed immediately. The airline will process payment at the time the air tickets are issued.

b) All Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination including Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort
 

• A non-refundable deposit, payable to Etihad Holidays, of maximum 20% of the total package cost shall be due at the time of booking unless specified otherwise. Any non-refundable components of your package, including but not limited to travel insurance, airfares, hotels or special event tickets are payable in full at the time of booking. The full balance must be settled no later than 30days before your departure date. If we do not receive the full 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 6.6 of these Booking Conditions.
• A surcharge may apply for bookings made over the phone to the Etihad Holidays Sales & Service Centre instead of booking online. Separate payment policies apply to holiday or special event departures.
• At the time of credit/debit card payment, Etihad Holidays may split the merchant of record payment between Etihad Holidays and the air carrier booked. The Etihad Holidays portion of the payment will be processed immediately. The air carrier will process payment at the time the air tickets are issued.
  
  

c) Standalone Hotel, Car and/ or Activity bookings
 

• All Standalone Hotel, Car and/ or Activity bookings or reservations that do not include a flight component are payable in full at time of booking.

 

5.   Holiday Price
 

• Prices do not include passport, visa and health protection fees, cots, car seats and food for infants, transport to your departure airport, porterage, gratuities, meals, handling fees and items of a personal nature unless otherwise noted. Special offers and value-added inclusions may be restricted, modified or withdrawn at any time. These promotional Activities have no cash value and are non-refundable if not provided or used. All amenities shown for a particular property may not be available in every room category. Special room requests will be communicated to the applicable party but cannot be guaranteed. Additional foreign government departure taxes, fees and tourist cards may be due at the destination by the respective government authority and are not included in your price.
• Some destinations such as Maldives require resort transfers to be booked prior to arrival in the country. If you do not choose to book these through us you will need to make your own arrangements at least 72 hours before you depart to avoid service failures.
• If you obtain a quote from us for a booking, but do not book it at the time, we reserve the right to increase or decrease the price at any time before you book.

 

For UK/EU Customers Only:

• Etihad Package Holidays: We reserve the right to increase the price of your confirmed Etihad package holiday booking solely to allow for increases which are a direct consequence of changes in: (i) the price of the carriage of passengers resulting from the cost of fuel or other power sources; (ii) the level of taxes or fees chargeable for services applicable to the holiday imposed by third parties not directly involved in the performance of the holiday, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; and (iii) the exchange rates relevant to the package holiday. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges and/or additional services or travel arrangements. You will be charged for the amount over and above that.  However, if this means that you have to pay an increase of more than 8% of the price of your confirmed holiday (excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date printed on your final invoice. Should the price of your Holiday go down due to the changes mentioned above, then any refund due will be paid to you less an administrative fee of EUR10. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place. There will be no change made to the price of your confirmed holiday within 20 days of your departure nor will refunds be paid during this period.

 

Air transportation
 

• Airfares are based on the lowest applicable airfare available under the Etihad Holidays program at the time of booking and are subject to change if you decide to change your flight (e.g. flight date, itinerary). Etihad Holidays can guarantee your airfare only after receipt of full payment. Changes in flight itineraries after the issuance of tickets may result in increased airfares, additional surcharges, or non-changeable & non-refundable flights
• Airline baggage allowance will be as per the fare type purchased as part of your package. Please note baggage allowances can vary significantly with respect to size and weight restrictions. The number of carry-on pieces allowed may also vary by airport or airline. Please consult your travel agent or contact your respective airport and airline prior to travel.
• Please see Etihad Airways baggage policy at www.etihad.com/en-ae/before-you-fly/baggage-information/ to see what baggage fees apply and other applicable conditions of carriage at www.etihad.com/en-ae/legal/conditions-of-carriage/. Etihad Holidays also offers flights via other airlines, including but not limited to Etihad Airways Partners or equity and/ or code share partners. These airlines may impose additional charges for checked luggage which is collected by the airline at check-in.
• Etihad Guest® members earn Etihad Guest® miles equal to actual flight miles with the purchase of a Flight inclusive package holiday, plus any additional bonus miles where applicable... Etihad Guest® miles can also be redeemed for Etihad Holidays packages. Please specify your valid Etihad Guest® membership number at the time of booking. For any questions regarding your Etihad Guest® accrual call 800 2324 (within the UAE) or +971 2 599 0700 (outside the UAE). If you pay your Etihad Holiday with Etihad Guest® miles and you cancel your Holiday, a refund in miles or cash is not possible. In this case, only a rebooking to another date is possible.
• ·EU Customers – Flight delays: If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other transport supplier concerned immediately. Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be published at EU airports and will also be available from airlines. If the airline does not comply with these rules you have the possibility to turn to the applicable regulatory body for aviation in your country. For German customers, this is the Luftfahrt-Bundesamt, Hermann-Blenk-Straße 26, 38108 Braunschweig, www.lba.de. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday price from us. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. Hotel price, hotel taxes and service fees
• Etihad Holidays markets hotels under a “prepaid” model, where we collect the full amount from you in advance and manage the payments to the hotel/Activity/third party reservation facilitator on your behalf. The booking shall be made by Etihad Holidays on your behalf and it shall include two components to the reservation: amounts being paid by Etihad Holidays to the hotel/Activity/third party reservation facilitator on your behalf as well as compensation for services retained by Etihad Holidays. In connection with facilitating your booking, the amount you are charged will include tax recovery charges and service fees. This amount includes an estimate to recover any amount paid to the hotel/Activity/third party reservation facilitator related to your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax, goods and services tax, and/or other similar taxes. The amount paid to the hotel/Activity/third party reservation facilitator in connection with your reservation for taxes may vary from the amount estimated and include in the amount charged to you. The amount charged to you also includes an amount to compensate Etihad Holidays for services in connection with the handling of your reservation.
• Etihad Holidays is not the vendor collecting and remitting taxes to the applicable taxing authorities. Hotel/Activity/third party reservation facilitator, as vendors, include applicable taxes in the amounts displayed by Etihad Holidays and we hand over such amounts directly to the vendors. Some hotels may charge a “resort fee” or “city tax” upon check in that you are responsible for.

 

Rental car

• Rates for holidays including a rental car do not include state/local taxes, petrol, optional insurance, Collision Damage Waiver (CDW), under age driver charges if under the age of 25, or airport charges, which are payable directly to the rental car company. Rental car drivers must be 21 years of age or older. A valid driver’s license and an , international credit card in driver’s name are required. Car rental companies may require additional taxes and fees to be paid by you at their rental counter when renting a vehicle.

6.   Changes or cancellation by you

 

To avoid change fees and cancellation fees we highly recommend you purchasing comprehensive travel insurance. Cancellation is defined as a change to the departure date, a change in name (exceptions may be permitted for small corrections, i.e. name changes up to 3 letters), a reduction to the number in the party, rebooking airfare, and/or the termination of the entire trip. All other changes to a reservation constitute an amendment. All amendments are subject to availability and the terms and conditions at time of booking and the airline conditions of carriage as applicable.

 

 

 

Amendments

 

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. Cancellation terms will depend on the nature of the services, the type of Holiday and package type booked:
 

a)        Amendment fees for Etihad Holidays Packages

Number of days between the booked departure date and the date your request for Revision is received by us	Etihad Holidays Amendment fee
Before 24 hours or more	EUR 30 per booking plus supplier fees including air fees (if any)
Inside 24hrs & no show	No amendment possible

 

b)        Amendment fees for Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination involving Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort)
 

Number of days between the booked departure date and the date your request for Revision is received by us	Etihad Holidays Amendment fee
25 days or more	EUR [30] per booking plus supplier fees including air fees (if any)
24 days or less & no show	No amendment possible

c)        Amendment fees for Standalone hotel, car and/ or Activity bookings
 

Number of days between the booked departure date and the date your request for Revision is received by us	Etihad Holidays Amendment fee
Before 24 hours or more	EUR [30] per booking plus supplier fees (if any)
Inside 24hrs & no show	No amendment possible

 

Transfer of Booking –EU Customers Only:

 

• Etihad Package Holidays: If you or any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, provided (i) that person is introduced by you and satisfies all the conditions applicable to the Holiday; we are notified not less than 7 days before departure; (ii) you or the alternative traveler pay any outstanding balance payment, an amendment fee of EUR [30] per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and (iii) the transferee agrees to these booking conditions and all other terms of the contract between us. You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges as set out in clause 6.6 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

 

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 for amendments. Special Event tickets including but not limited to Formula 1 are also non-refundable.
• 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 cabin and hotel rooms with reductions for 3 + people, and 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.

Cancellations by you

• If you or any customer named on your Holiday booking 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 and the package type that was purchased. 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)        Cancellation fees for Etihad Holidays Packages

Number of days between the booked departure date and the written Cancellation is received by us	Cancellation penalty
Before 24 hours or more	EUR30] per booking plus supplier fees including air fees (if any)
Inside 24hrs & no show	No refund

 

b)        Cancellation fees for all Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination involving Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort

Number of days between the booked departure date and the written Cancellation is received by us	Cancellation penalty
25 days or more	EUR [30] per booking plus supplier fees including air fees (if any)
24 days or less & no show	No refund

 

• All Holidays to Maldives, Seychelles and Mauritius are non-refundable if cancelled within 90 days of the date of booked departure or in case of no show and the cancellation amount equals 100% of the booking value.

c)        Cancellation fees for Standalone hotel, car and/ or Activity bookings

Number of days between the booked departure date and the written Cancellation is received by us	Cancellation penalty
Before 24 hours or more	EUR [25] per booking plus supplier fees (if any)
Inside 24hrs & no show	No refund

 

• 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.

d)        Standalone Hotel only bookings

• For all Standalone Hotel only bookings, the cancellation policy of the hotel will be advised at time of booking. Some rate plans are fully non-refundable, other rate plans can be changed, amended or cancelled free of charge until a specified period of time prior to the booked arrival date.  For all changes to standalone Hotel only bookings please refer to the hotel terms and conditions provided at time of booking. In addition to fees imposed by suppliers, Etihad Holidays is charging a fee for all amendments and cancellations.

 

e)        Cancellation By You due to Unavoidable & Extraordinary Circumstances (EU Customers):

• EU Customers Only: You have the right to cancel your confirmed holiday before departure without paying a cancellation fee in the event of “unavoidable and extraordinary circumstances” occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday or significantly affecting the transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation.  Please note that your right to cancel in these circumstances will only apply where the circumstances are beyond the control of the parties and its consequences could not have been avoided if all reasonable measures had been taken. For the purposes of this clause, “unavoidable and extraordinary circumstances” means inter alia warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.

7.   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 or cancel your booking and we reserve the right to do this at any time.
• If we have to make a Significant Change (as defined below) or cancel your holiday 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 to choose from, within the notified period:

•    (for Significant Changes) accepting the changed arrangements;

•    If available, transferring to another holiday offered by us of a comparable or higher standard (at no extra cost) or where the alternative holiday is of a lower standard, 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).

 

• EU Customers: Where we have to cancel your package holiday booking because there are no alternative arrangements available, or if (acting reasonably) you do not accept the changed arrangements we offer, you may be entitled to compensation depending on the circumstances. Please note that no compensation will be payable where we have to cancel your holiday due to Force Majeure, for minor changes or where we make a change or cancel your package holiday more than 60 days before departure.

8.  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.
• Subject to the above conditions, refunds if any will be processed within 21 days of the presentation of the original travel documents and invoice to Etihad Holidays.
• 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.

9.   Our liability to you
 

• We accept responsibility for ensuring that the Holiday you book with us is supplied as described in our brochure or on our website. If any part of the Holiday has a travel deficiency and we don’t remedy or resolve such deficiency within a reasonable period of time, you will be entitled to compensation besides a reduction of the price or a cancellation. You must inform us without undue delay of any travel deficiency in the Holiday. As far as we could not remedy the defect due to a culpable omission of the notice of defects, you can neither assert claims for reduction nor claims for damages. We assume liability for actions and / or omissions of our employees, legal representatives and vicarious agents. Our liability for damages, which are not bodily injuries, is limited to three times the travel price, as far as a damage of the traveler was not caused culpably. For all claims for damages directed against us from unlawful acts, which are not based on intent or gross negligence, the liability for property damage is limited to the amount of three times the travel price. These maximum liability sums apply per traveler and holiday.
• We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from (i) the acts and/or omissions of the person affected; (ii) the acts and/or omissions of a third party unconnected with the provision of the Holiday and which were unavoidable and extraordinary; (iii) Force Majeure.
• A claim for damages against us is limited or excluded to the extent that a claim for damages against the service provider can only be asserted under certain conditions or restrictions or is excluded under certain conditions due to international conventions to which the Warsaw/Montreal Convention (international air travel) and the Paris Convention (hotel brokerage) belong, or due to such based legal regulations which are applicable to the services to be provided by a service provider.
• 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.
• It is a condition of our acceptance of liability under this clause that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
• We do not recommend, arrange or endorse any specific medical services or medical service providers. Notwithstanding anything herein, we will not be liable for any damages, claims, injuries, health risks, losses, liabilities, incidental or consequential damages (collectively known as “damages”) whatsoever and howsoever caused, arising out of, or in connection with, the use or misuse of the medical services received during your Holiday, whether such damages arise in contract, tort, negligence, equity, statute law, or by way of any other legal theory.
• We will not accept responsibility for services or facilities which do not form part of our contract with you or where they are not advertised in our brochure/on our website. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you. 
• EU Customers only: Where it is impossible for you to return to your departure point as per the agreed return date of your package Holiday due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the 3-night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your Holiday. For the purposes of this clause, “unavoidable and extraordinary circumstances” mean warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point.

10. Your responsibility
 

• 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. You are solely responsible for all such costs, delays and illness. 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. For German customers, further information on vaccinations and other health advice whilst traveling abroad can be found on the website of the Federal Foreign Office at https://www.auswaertiges-amt.de/de/ReiseUndSicherheit/reise-und-sicherheitshinweise.
• 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. Please see our Privacy Policy https://www.adnecgroup.ae/privacy-policy for further information on how we process your personal data.
• 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 customers named on your Holiday 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.
• You are responsible and liable for the behavior 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 customers named on your Holiday booking from any Holiday arrangement if you or any of the customer named on your Holiday 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 customers named on your Holiday booking under these circumstances, and there may be criminal prosecution.
• 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 be considered as a cancellation by you in accordance with section 6 in such circumstances we will have no further responsibility or liability to you or any customers named on your Holiday booking.
• 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.
• 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.

 

11.  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.

 

12. Complaints
 

• We plan all the 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 Sales & Service Team (+ 0035317617475) 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 immediately in writing to your Travel Agent or to Etihad Technical Ireland Limited, Airline Offices, Mezzanine Level, Terminal 1, Dublin Airport, Co Dublin, Ireland.
• , or by e-mail to feedback@etihad.ae
• ADR – EU Customers Only: Please note that we offer an Alternative Dispute Resolution service through our ABTA membership. Please see clause 24 for further details. You can also access the European Commission Online Dispute (ODR) Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.

 

13. Important Notice
 

• Etihad Holidays, its employees, officers, directors and shareholders (collectively, “Etihad Holidays”) and those of its Affiliates, does not own, control or operate any hotel or any land and/or water transportation vehicles including without limitation, helicopters, boats, rental cars, ground transportation vehicles, transport companies, shuttle services, buses, or local tour companies which may offer excursions or tours. Etihad Holidays occasionally enters into contracts with hotels and air, land or water transportation companies, but all such entities are owned and operated by independent contractors. Etihad Holidays is not responsible for any negligent or willful act, omission or failure to act on the part of any such entity or its employees, or of any other third party beyond its direct control.
• In order to process your booking and to ensure that your Holiday arrangements run smoothly and meet your requirements, we will need to use the information which you provide to us, including your name, contact details special needs/ dietary requirements. We will ensure that proper information security and data privacy measures are in place to protect your information in compliance with the relevant data protection laws. We will share your information with the relevant suppliers concerning your Holidays arrangements. The information may also be provided to security and credit checking companies, public authorities including customs and immigration to the extent necessary for them to fulfil their services and as far as required by them, or as required by the applicable law. Except as set out in these Booking Conditions, we will not share your information with any third-party person who is not a supplier concerning your Holiday arrangements, and with exception with our Affiliates on need to know basis or common group operational purposes. In making the Holiday booking, you consent to providing your personal information and thereby consent to this information being shared with the relevant suppliers under the relevant data protection policy, for the purposes of your booking. Please note that where this information is also held by your Travel Agent, this information will also be subject to your Travel Agent’s data protection policy.
• The Etihad Holidays name and logo may appear on posted or hand-held signs at your hotel, at the airport of your departure or destination, in vans, buses, coaches or elsewhere during your vacation. This use of the Etihad Holidays name and logo is solely intended to help you identify persons or entities who might provide services to you during your trip, but does not indicate, and should not be understood by you to indicate that Etihad Holidays owns, controls or operates any entity displaying such a sign, or that Etihad Holidays employs or controls any person holding or displaying such a sign.

14.      Insolvency Protection – EU Customers Only:
 

• The combination of travel services offered to you is a package within the meaning of Directive (EU) 2015/2302. Therefore, you will benefit from all EU rights applying to packages. Etihad Technical Ireland Limited will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, Etihad Technical Ireland Limited have protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes insolvent.

 

Etihad Technical Ireland Limited has taken out insolvency protection with International Passenger Protection Limited (IPP) as Underwriting Agent for Liberty Mutual Insurance Europe SE. This Insurance is only in respect of the Insolvency of Etihad Technical Ireland Limited for all monies paid to us (Etihad Technical Ireland Limited) in respect of Linked Travel & Package Travel Arrangements booked as defined under Directive (EU) 2015/2302

 

If you require to make a claim due to our Insolvency then please contact IPP on +31 10 31 20 666 or claim online  www.ipplondon.co.uk/claims.asp  

 

“HOW TO MAKE A CLAIM – ONLY IN RESPECT OF INSOLVENCY OF THE POLICYHOLDER:

 

You must notify IPP as soon as practically possible giving full details of what has happened quoting the name of your Travel Operator quoting Reference: TOFI CAR IRELAND V1-21 by contacting: Telephone: +31 103120666

 

Email: ippclaims@nl.sedgwick.com or online at https:/www.ippmalta.com/claims.asp

 

If you book arrangements other than a package holiday from us, your monies will not be financially protected. Please ask us for further details.

 

15.      Prompt Assistance – EU Customers Only:
 

• If, whilst you are on Holiday, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance which is not owing to any failure by us, our employees or sub-contractors we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these Booking Conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party’s negligence. 

 

Applicable on or after 08 June 2022 until further notice.

1.    Definitions
 

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

 

“Activity” means a transfer, tour, activity or admission to an attraction or special event;

 

“Airline” or "Etihad Airways" means Etihad Airways PJSC the national airline of the UAE

 

 “Affiliates” means any entity that is wholly or partial owned and under common control by a Party, here Abu Dhabi National Exhibitions Company PJSC.

 

“Booking “means the reservation of one or more Package Holiday by the Travel Agent

 

 “Cancellation” means a change to the departure date, a change in name (exceptions may be permitted for small corrections (up to 3 letter of the name)), a reduction to the number of parties, and/or the termination of the entire trip.  All other changes to a reservation constitute an “Amendment”;

 

“Child” means a person under the age of 12 years on the relevant return date of travel;

 

"EU" means the European Union

 

“EU Customer” is a person whose place of habitual residence is in the EU, provided that also the place of departure of the Holiday is also in the EU

 

“Etihad Holidays”, “we” or “us” means, for customers in the EU or Switzerland: Capital Holidays (Ireland) Ltd a company registered in Ireland with registered company number 530442 whose registered address is at 6th Floor, 2 Grand Canal Square, Dublin 2, D02 A342, Ireland trading as Etihad Holidays

 

 “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 Package Holiday booked by you or on your behalf with us; “Lead Name” means the first named customer on any Holiday booking;

 

"Package Holiday" has the meaning set out in Article 1 of the Swiss Federal Act on Package Travel of 18 June 1993 (RS 944.3);

 

 “Significant Change” has the meaning set out in section 7 of these Booking Conditions;

 

“Standalone” means a booking for hotels, rental cars and/ or Activities without a flight;

 

"Switzerland" means the Swiss Confederation;

 

“Travel Agent” means any agent through whom your Holiday with us is booked;

 

“UAE” means the United Arab Emirates, ; and

 

“You” means any customer who is or may be considering the booking of any Holiday and includes all customers named on your Holiday booking who are booking together.

 

 

2.   The Contract

 

For customers in the EU or Switzerland, your contract is with Capital Holidays (Ireland) Ltd a company registered in Ireland with registered company number 530442 whose registered address is at 6th Floor, 2 Grand Canal Square, Dublin 2, D02 A342, Ireland trading as Etihad Holidays.

 

Thank you for choosing Etihad Holidays. To ensure that you understand the conditions of your particular Holiday, please read the following terms and conditions. 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.

 

• The booking confirmation, these conditions and other information in all Etihad Holidays’ brochures, price booklets, separate publicity material and our website, and our Privacy Policy, 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 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.
• By making a booking with us, you consent to our use of your personal data in accordance with our Privacy Policy and you are authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements).
• These conditions do not govern your contract or affect your rights relating to any third party whose services you may separately purchase 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 you are deemed to have agreed to our terms and conditions and 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.
• Prices are quoted in the currency as determined by your country of booking.
• Peak travel period surcharge, minimum night stays and holiday blackouts may apply depending on your travel dates. These conditions  are already included in the travel price.
• All hotel prices are per person based on double occupancy unless otherwise noted and are subject to change without notice.
• Online Check-in is available for Etihad Airways flights between 48 hours to 1 hour before departure. Airport Check-in opens 4 hours prior to scheduled departure time. Check-in for Economy Class closes 60 minutes prior to scheduled departure time. Check-in for Business Class closes 45 minutes prior to scheduled departure time. Check-in for all flights to the US will close 2 hours before departure for guests who are commencing their journey in Abu Dhabi. The US Preclearance facility at Abu Dhabi closes for acceptance 60 minutes before departure. For check-in times of other airlines please contact the respective airline. It is recommended that you report to the gate at least 30 minutes before the flight departure. Failure to comply with these conditions may result in the loss of your seat to a stand by passenger or cancelation. All other airline terms and conditions of carriage apply as standard. Please refer to www.etihad.com/en-ae/legal/conditions-of-carriage/
• Airport/hotel transfers and unique activities require the timely receipt of the complete passenger flight itinerary. If you have made a hotel only booking and fail to provide to Etihad Holidays complete flight itinerary prior to the issuance of travel documents, transfers and Activities, if purchased, will not be provided and there will be no refund for this unused service.
• All international travelers must present a government issued passport that is valid for at least six months from the date of re-entry. It is the traveler’s responsibility to provide proper documentation and to comply with the laws of each country flown from or to, and to contact the appropriate consulate, embassy and/or immigration department for your destination country for any specific entry requirements and restrictions. If you are traveling under names other than what is printed on your travel documents you must supply an official document issued by the competent authority in which your name change is confirmed. Airlines may require documentation for children traveling without their legal guardian beyond what is mandated by the destination country (e.g. a birth certificate). Please contact Etihad Airways directly at 800 2324 (within the UAE) or +971 2 599 0700 (outside the UAE) or info@etihadholidays.com for details.
• Room photographs shown are for informational purposes only and may not depict the actual category purchased.
• These Booking Conditions and any contract between us shall be governed by Swiss Law with the exception of the Swiss conflicts of laws rules.
• Both you and we confirm that the courts of Switzerland shall have exclusive jurisdiction to settle any disputes or claims (including any non-contractual disputes or claims) arising out of or in connection with these booking conditions or the subject matter or form thereof.

 

3.   How to Book

 

• A Holiday booking can be made online on our website www.etihadholidays.com, directly with Etihad Holidays Sales & Service Centre via
• Toll-Free number 800 2324 (within the UAE)
• Local rates 0345 600 8118 (within the UK)
• All other countries +971 2 599 0700 (outside the UAE)
• or through your preferred Travel Agent.
• When a booking is made via a Travel Agent, all communication with Etihad Holidays must be made via the Travel Agent. Etihad Holidays bears no responsibility or liability of any ex parte communication between you and 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.

 

4.   Payment

 

• We accept cash, credit/ debit cards and Etihad Guest Miles.
• Once full payment has been received for a confirmed booking, Etihad Holidays will issue E-vouchers for services booked. Printed copies of these E-vouchers must be surrendered by you to the relevant supplier of the services, e.g. hotel or ground transportation supplier at the time of availing the respective services.

            a) Etihad Holidays Packages

• A deposit, payable to Etihad Holidays, of maximum 10% of the total package cost shall be due at the time of booking unless specified otherwise. Any non-refundable components of your package, if applicable, including but not limited to travel insurance, airfares, hotels or special event tickets are payable in full at the time of booking. The full balance must be settled no later than 14 days before your departure date. If we do not receive the full 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 6 of these Booking Conditions.
• A surcharge may apply for bookings made over the phone to the Etihad Holidays Sales & Service Centre instead of booking direct online. Separate payment policies apply to holiday or special event departures.
• At the time of credit/debit card payment, Etihad Holidays may split the merchant of record payment between Etihad Holidays and the air carrier booked. The Etihad Holidays portion of the payment will be processed immediately. The airline will process payment at the time the air tickets are issued.

            b) All Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination including Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort

• A non-refundable deposit, payable to Etihad Holidays, of maximum 20% of the total package cost shall be due at the time of booking unless specified otherwise. Any non-refundable components of your package, including but not limited to travel insurance, airfares, hotels or special event tickets are payable in full at the time of booking. The full balance must be settled no later than 30 days before your departure date. If we do not receive the full 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 the Booking Conditions.
• A surcharge may apply for bookings made over the phone to the Etihad Holidays Sales & Service Centre instead of booking online. Separate payment policies apply to holiday or special event departures.
• At the time of credit/debit card payment, Etihad Holidays may split the merchant of record payment between Etihad Holidays and the air carrier booked. The Etihad Holidays portion of the payment will be processed immediately. The air carrier will process payment at the time the air tickets are issued.

            c) Standalone Hotel, Car and/ or Activity bookings

• All Standalone Hotel, Car and/ or Activity bookings or reservations that do not include a flight component are payable in full at time of booking.

 

5.   Holiday Price

 

Prices do not include passport, visa and health protection fees, cots, car seats and food for infants, transport to your departure airport, porterage, gratuities, meals, handling fees and items of a personal nature unless otherwise noted. Special offers and value-added inclusions may be restricted, modified or withdrawn at any time. These promotional Activities have no cash value and are non-refundable if not provided or used. All amenities shown for a particular property may not be available in every room category. Special room requests will be communicated to the applicable party but cannot be guaranteed. Additional foreign government departure taxes, fees and tourist cards may be due at the destination by the respective government authority and are not included in your price.

 

Some destinations such as Maldives require resort transfers to be booked prior to arrival in the country. If you do not choose to book these through us you will need to make your own arrangements at least 72 hours before you depart to avoid service failures.

 

If you obtain a quote from us for a booking, but do not book it at the time, we reserve the right to increase or decrease the price at any time before you book.

 

For EU/Swiss Customers Only:

 

Etihad Package Holidays: We reserve the right to increase the price of your confirmed Etihad package holiday booking solely to allow for increases which are a direct consequence of changes in: (i) the price of the carriage of passengers resulting from the cost of fuel or other power sources; (ii) the level of taxes or fees chargeable for services applicable to the holiday imposed by third parties not directly involved in the performance of the holiday, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; and (iii) the exchange rates relevant to the package holiday. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges and/or additional services or travel arrangements. You will be charged for the amount over and above that.  However, if this means that you have to pay an increase of more than 8% of the price of your confirmed holiday (excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date printed on your final invoice. Should the price of your Holiday go down due to the changes mentioned above, then any refund due will be paid to you less an administrative fee of EUR10. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place. There will be no change made to the price of your confirmed holiday within 21 days of your departure nor will refunds be paid during this period.

 

Air transportation

 

Airfares are based on the lowest applicable airfare available under the Etihad Holidays program at the time of booking and are subject to change if you decide to change your flight (e.g. flight date, itinerary). Etihad Holidays can guarantee your airfare only after receipt of full payment. Changes in flight itineraries after the issuance of tickets may result in increased airfares, additional surcharges, or non-changeable & non-refundable flights

 

Airline baggage allowance will be as per the fare type purchased as part of your package. Please note baggage allowances can vary significantly with respect to size and weight restrictions. The number of carry-on pieces allowed may also vary by airport or airline. Please consult your travel agent or contact your respective airport and airline prior to travel.

 

Please see Etihad Airways baggage policy at www.etihad.com/en-ae/before-you-fly/baggage-information/ to see what baggage fees apply and other applicable conditions of carriage at www.etihad.com/en-ae/legal/conditions-of-carriage/. Etihad Holidays also offers flights via other airlines, including but not limited to Etihad Airways Partners or equity and/ or code share partners. These airlines may impose additional charges for checked luggage which is collected by the airline at check-in.

 

Etihad Guest® members earn Etihad Guest® miles equal to actual flight miles with the purchase of a Flight inclusive package holiday, plus any additional bonus miles where applicable. Etihad Guest® miles can also be redeemed for Etihad Holidays packages. Please specify your valid Etihad Guest® membership number at the time of booking. For any questions regarding your Etihad Guest® accrual call 800 2324 (within the UAE) or +971 2 599 0700 (outside the UAE). If you pay your Etihad Holiday with Etihad Guest® miles and you cancel your Holiday, a refund in miles or cash is not possible. In this case, only a rebooking to another date is possible.

 

EU/Swiss Customers – Flight delays: If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other transport supplier concerned immediately. Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be published at EU airports and will also be available from airlines. If the airline does not comply with these rules you have the possibility to turn to the applicable regulatory body for aviation in your country. For Swiss customers, this is the  Federal Office for Civil Aviation (https://www.bazl.admin.ch/bazl/en/home/good-to-know/air-passenger-rights.html). Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday price from us. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. 

 

Hotel price, hotel taxes and service fees

 

Etihad Holidays markets hotels under a “prepaid” model, where we collect the full amount from you in advance and manage the payments to the hotel/Activity/third party reservation facilitator on your behalf. The booking shall be made by Etihad Holidays on your behalf and it shall include two components to the reservation: amounts being paid by Etihad Holidays to the hotel/Activity/third party reservation facilitator on your behalf as well as compensation for services retained by Etihad Holidays. In connection with facilitating your booking, the amount you are charged will include tax recovery charges and service fees. This amount includes an estimate to recover any amount paid to the hotel/Activity/third party reservation facilitator related to your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax, goods and services tax, and/or other similar taxes. The amount paid to the hotel/Activity/third party reservation facilitator in connection with your reservation for taxes may vary from the amount estimated and include in the amount charged to you. The amount charged to you also includes an amount to compensate Etihad Holidays for services in connection with the handling of your reservation.

 

Etihad Holidays is not the vendor collecting and remitting taxes to the applicable taxing authorities. Hotel/Activity/third party reservation facilitator, as vendors, include applicable taxes in the amounts displayed by Etihad Holidays and we hand over such amounts directly to the vendors. Some hotels may charge a “resort fee” or “city tax” upon check in that you are responsible for.

 

Rental car

 

Rates for holidays including a rental car do not include state/local taxes, petrol, optional insurance, Collision Damage Waiver (CDW), under age driver charges if under the age of 25, or airport charges, which are payable directly to the rental car company. Rental car drivers must be 21 years of age or older. A valid driver’s license and an international credit card in driver’s name are required. Car rental companies may require additional taxes and fees to be paid by you at their rental counter when renting a vehicle.

 

6.   Changes or cancellation by you

 

To avoid change fees and cancellation fees we highly recommend you purchasing comprehensive travel insurance. Cancellation is defined as a change to the departure date, a change in name (exceptions may be permitted for small corrections, i.e. name changes up to 3 letters), a reduction to the number in the party, rebooking airfare, and/or the termination of the entire trip. All other changes to a reservation constitute an amendment. All amendments are subject to availability and the terms and conditions at time of booking and the airline conditions of carriage as applicable.

 

Amendments

 

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. Cancellation terms will depend on the nature of the services, the type of Holiday and package type booked:
 

a)        Amendment fees for Etihad Holidays Packages
 

Number of days between the booked departure date and the date your request for Revision is received by us	Etihad Holidays Amendment fee
Before 24 hours or more	EUR 30 per booking plus supplier fees including air fees (if any)
Inside 24hrs & no show	No amendment possible

b)        Amendment fees for Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination involving Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort)
 

Number of days between the booked departure date and the date your request for Revision is received by us	Etihad Holidays Amendment fee
25 days or more	EUR [30] per booking plus supplier fees including air fees (if any)
24 days or less & no show	No amendment possible

c)        Amendment fees for Standalone hotel, car and/ or Activity bookings
 

Number of days between the booked departure date and the date your request for Revision is received by us	Etihad Holidays Amendment fee
Before 24 hours or more	EUR [30] per booking plus supplier fees (if any)
Inside 24hrs & no show	No amendment possible

Transfer of Booking –EU/Swiss Customers Only:
 

Etihad Package Holidays: If you or any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, provided (i) that person is introduced by you and satisfies all the conditions applicable to the Holiday; we are notified not less than 7 days before departure; (ii) you or the alternative traveler pay any outstanding balance payment, an amendment fee of EUR [30] per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and (iii) the transferee agrees to these booking conditions and all other terms of the contract between us. You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges as set out in clause 6.6 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

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 for amendments. Special Event tickets including but not limited to Formula 1 are also non-refundable.

 

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 cabin and hotel rooms with reductions for 3 + people, and 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.

Cancellations by you

 

If you or any customer named on your Holiday booking 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 and the package type that was purchased. 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)        Cancellation fees for Etihad Holidays Packages
 

Number of days between the booked departure date and the written Cancellation is received by us	Cancellation penalty
Before 24 hours or more	EUR30] per booking plus supplier fees including air fees (if any)
Inside 24hrs & no show	No refund

b)        Cancellation fees for all Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination involving Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort
 

Number of days between the booked departure date and the written Cancellation is received by us	Cancellation penalty
25 days or more	EUR [30] per booking plus supplier fees including air fees (if any)
24 days or less & no show	No refund

·          All Holidays to Maldives, Seychelles and Mauritius are non-refundable if cancelled within 90 days of the date of booked departure or in case of no show and the cancellation amount equals 100% of the booking value.
 

c)        Cancellation fees for Standalone hotel, car and/ or Activity bookings
 

Number of days between the booked departure date and the written Cancellation is received by us	Cancellation penalty
Before 24 hours or more	EUR [●25] per booking plus supplier fees (if any)
Inside 24hrs & no show	No refund

·
          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.

 

d)        Standalone Hotel only bookings

 

·          For all Standalone Hotel only bookings, the cancellation policy of the hotel will be advised at time of booking. Some rate plans are fully non-refundable, other rate plans can be changed, amended or cancelled free of charge until a specified period of time prior to the booked arrival date.  For all changes to standalone Hotel only bookings please refer to the hotel terms and conditions provided at time of booking. In addition to fees imposed by suppliers, Etihad Holidays is charging a fee for all amendments and cancellations.

 

7.   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 or cancel your booking and we reserve the right to do this at any time.

 

•  If we have to make a Significant Change (as defined below) or cancel your holiday 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 to choose from, within the notified period:

 

•  (for Significant Changes) accepting the changed arrangements;

 

• If available, transferring to another holiday offered by us of a comparable or higher standard (at no extra cost) or where the alternative holiday is of a lower standard, 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;

 

• An increase of 10% or more of the price of your Holiday; 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).

 

• EU Customers: Where we have to cancel your package holiday booking because there are no alternative arrangements available, or if  you do not accept the changed arrangements we offer, you may be entitled to compensation depending on the circumstances. Please note that no compensation will be payable where we have to cancel your holiday due to Force Majeure, for minor changes or where we make a change or cancel your package holiday more than 60 days before departure.

 

8.  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.

 

• Subject to the above conditions, refunds if any will be processed within 21 days of the presentation of the original travel documents and invoice to Etihad Holidays.

 

• 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.

 

9.   Our liability to you

 

• We accept responsibility for ensuring that the Holiday you book with us is supplied as described in our brochure or on our website. If any part of the Holiday has a travel deficiency and we don’t remedy or resolve such deficiency within a reasonable period of time, you will be entitled to compensation besides a reduction of the price or a cancellation. You must inform us without undue delay of any travel deficiency in the Holiday. As far as we could not remedy the defect due to a culpable omission of the notice of defects, you can neither assert claims for reduction nor claims for damages. We assume liability for actions and / or omissions of our employees, legal representatives and vicarious agents. Our liability for damages, which are not bodily injuries, is limited to two times the travel price, as far as a damage of the traveler was not caused culpably. For all claims for damages directed against us from unlawful acts, which are not based on intent or gross negligence, the liability for property damage is limited to the amount of three times the travel price. These maximum liability sums apply per traveler and holiday.

 

• We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from (i) the acts and/or omissions of the person affected; (ii) the acts and/or omissions of a third party unconnected with the provision of the Holiday and which were unavoidable and extraordinary; (iii) Force Majeure.

 

• A claim for damages against us is limited or excluded to the extent that a claim for damages against the service provider can only be asserted under certain conditions or restrictions or is excluded under certain conditions due to international conventions to which the Warsaw/Montreal Convention (international air travel) and the Paris Convention (hotel brokerage) belong, or due to such based legal regulations which are applicable to the services to be provided by a service provider.

 

• 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.

 

• It is a condition of our acceptance of liability under this clause that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.

 

•  We do not recommend, arrange or endorse any specific medical services or medical service providers. Notwithstanding anything herein, we will not be liable for any damages, claims, injuries, health risks, losses, liabilities, incidental or consequential damages (collectively known as “damages”) whatsoever and howsoever caused, arising out of, or in connection with, the use or misuse of the medical services received during your Holiday, whether such damages arise in contract, tort, negligence, equity, statute law, or by way of any other legal theory.

 

• We will not accept responsibility for services or facilities which do not form part of our contract with you or where they are not advertised in our brochure/on our website. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you. 

 

10. Your responsibility

 

• 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. You are solely responsible for all such costs, delays and illness. 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. For Swiss customers, further information on vaccinations and other health advice whilst traveling abroad can be found on the website of Safetravel (www.safetravel.ch)  .

 

• 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. Please see our Privacy Policy https://www.adnecgroup.ae/privacy-policy for further information on how we process your personal data.

 

• 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 customers named on your Holiday 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.

 

• You are responsible and liable for the behavior 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 customers named on your Holiday booking from any Holiday arrangement if you or any of the customer named on your Holiday 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 customers named on your Holiday booking under these circumstances, and there may be criminal prosecution.

 

• 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 be considered as a cancellation by you in accordance with section 6 in such circumstances we will have no further responsibility or liability to you or any customers named on your Holiday booking.

 

•  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.

 

• 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.

 

11.  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.

 

12. Complaints

 

• We plan all the 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 Sales & Service Team (+ 0035317617475 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 immediately  in writing to your Travel Agent or Capital Holidays (Ireland) Ltd a company registered in Ireland with registered company number 530442 whose registered address is at 6th Floor, 2 Grand Canal Square, Dublin 2, D02 A342, Ireland trading as Etihad Holidays., or by e-mail to feedback@etihad.ae

 

• ADR – EU Customers Only: You can also access the European Commission Online Dispute (ODR) Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.

 

13. Important Notice

 

• Etihad Holidays, its employees, officers, directors and shareholders (collectively, “Etihad Holidays”) and those of its Affiliates, does not own, control or operate any hotel or any land and/or water transportation vehicles including without limitation, helicopters, boats, rental cars, ground transportation vehicles, transport companies, shuttle services, buses, or local tour companies which may offer excursions or tours. Etihad Holidays occasionally enters into contracts with hotels and air, land or water transportation companies, but all such entities are owned and operated by independent contractors. Etihad Holidays is not responsible for any negligent or willful act, omission or failure to act on the part of any such entity or its employees, or of any other third party beyond its direct control.

 

• In order to process your booking and to ensure that your Holiday arrangements run smoothly and meet your requirements, we will need to use the information which you provide to us, including your name, contact details special needs/ dietary requirements. We will ensure that proper information security and data privacy measures are in place to protect your information in compliance with the relevant data protection laws. We will share your information with the relevant suppliers concerning your Holidays arrangements. The information may also be provided to security and credit checking companies, public authorities including customs and immigration to the extent necessary for them to fulfil their services and as far as required by them, or as required by the applicable law. Except as set out in these Booking Conditions, we will not share your information with any third-party person who is not a supplier concerning your Holiday arrangements, and with exception with our Affiliates on need to know basis or common group operational purposes. In making the Holiday booking, you consent to providing your personal information and thereby consent to this information being shared with the relevant suppliers under the relevant data protection policy, for the purposes of your booking. Please note that where this information is also held by your Travel Agent, this information will also be subject to your Travel Agent’s data protection policy.

 

• The Etihad Holidays name and logo may appear on posted or hand-held signs at your hotel, at the airport of your departure or destination, in vans, buses, coaches or elsewhere during your vacation. This use of the Etihad Holidays name and logo is solely intended to help you identify persons or entities who might provide services to you during your trip, but does not indicate, and should not be understood by you to indicate that Etihad Holidays owns, controls or operates any entity displaying such a sign, or that Etihad Holidays employs or controls any person holding or displaying such a sign.

 

14.       Insolvency Protection

 

Etihad Technical Ireland Limited has taken out insolvency protection with International Passenger Protection Limited (IPP) as Underwriting Agent for Liberty Mutual Insurance Europe SE. This Insurance is only in respect of the Insolvency of Etihad Technical Ireland Limited for all monies paid to us (Etihad Technical Ireland Limited) in respect of Linked Travel & Package Travel Arrangements booked as defined under Directive (EU) 2015/2302 and/or the Swiss Package Travel Act equivalent.

 

If you require to make a claim due to our Insolvency then please contact IPP on +31 10 31 20 666 or claim online  www.ipplondon.co.uk/claims.asp  

 

“HOW TO MAKE A CLAIM – ONLY IN RESPECT OF INSOLVENCY OF THE POLICYHOLDER:

 

You must notify IPP as soon as practically possible giving full details of what has happened quoting the name of your Travel Operator quoting Reference: TOFI CAR IRELAND V1-21 by contacting: Telephone: +31 103120666

 

Email: ippclaims@nl.sedgwick.com or online at https://www.ippmalta.com/claims.asp  “

 

If you book arrangements other than a package holiday from us, your monies will not be financially protected. Please ask us for further details.

 

15.      Prompt Assistance – EU and Swiss Customers Only:

 

• If, whilst you are on Holiday, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance which is not owing to any failure by us, our employees or sub-contractors we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these Booking Conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party’s negligence. 

 

Applicable on or after 08 June 2022 until further notice.

1. Definitions
 

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

“Activity” means a transfer, tour, activity or admission to an attraction or special event;
 

“Airline” or “Etihad Airways” means Etihad Airways PJSC the national airline of U.A.E.
 

 “Affiliates” means any entity that is wholly or partial owned and under common control by a Party, here Abu Dhabi National Exhibitions Company PJSC.
 

“Booking” means the reservation of one or more Holiday Packages by the Travel Agent.
 

“Booking Conditions” means the present terms and conditions of the Booking.
 

 “Cancellation” means a change to the departure date, a change in name (exceptions may be permitted for small corrections (up to 3 letter of the name)), a reduction to the number of the parties/travelers, and/or the termination of the entire trip.  All other changes to a reservation constitute an “Amendment”;
 

“Child” means a person under the age of 12 years on the relevant return date of travel;

 

“EU Customer” is a person whose place of habitual residence is in the EU, provided that also the place of departure of the Holiday is also in the EU.

 

“Etihad Holidays”, “we” or “us means, for customers in the EU or Switzerland: Capital Holidays (Ireland) Ltd a company registered in Ireland with registered company number 530442 whose registered address is at 6th Floor, 2 Grand Canal Square, Dublin 2, D02 A342, Ireland trading as Etihad Holidays Telephone +971 (0)2 599 0700;
 

“Force Majeure” means any situation or unusual circumstance beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken, including but without limitation war or threat of war, terrorist activity, adverse weather conditions, industrial dispute, significant risks to human health such as the outbreak of a serious disease at the travel destination, closure of airport or technical difficulties;
 

“Holiday” means the Package Holiday booked by you or on your behalf with us;
 

“Lead Name” means the first named customer on any Holiday booking;
 

“Package Holiday” has the meaning set out in article 3 para. 2 of Greek Presidential Decree 7/2018, as in force, implementing article 3 para. 2 of the Directive (EU) 2015/2032 on package travel and linked travel arrangements;
 

“Significant Change” has the meaning set out in section 7 of these Booking Conditions;
 

“Standalone” means a booking for hotels, rental cars and/ or Activities without a flight;
 

“Travel Agent” means any agent through whom your Holiday with us is booked;
 

“UAE” means the United Arab Emirates, “KSA” means the Kingdom of Saudi Arabia, “Germany” means the Federal Republic of Germany, “Greece” means the Hellenic Republic and “EU” means the European Union; and
 

“You” means any customer who is or may be considering the booking of the Holiday and includes all customers named on your Holiday booking who are booking jointly.
 

2.   The Contract
 

For customers in the EU or Switzerland, your contract is with Capital Holidays (Ireland) Ltd a company registered in Ireland with registered company number 530442 whose registered address is at 6th Floor, 2 Grand Canal Square, Dublin 2, D02 A342, Ireland trading as Etihad Holidays.
 

Thank you for choosing Etihad Holidays. To ensure that you understand the conditions of your particular Holiday, please read the following terms and conditions. In the event there is anything, which you do not understand, contact Etihad Holidays (or your Travel Agent if you have booked via an agent) for clarifications.
 

 The Booking confirmation, these terms and conditions and other information in all Etihad Holidays’ brochures, price booklets, separate publicity material and our website, and our Privacy Policy, form the entire 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 website, the Booking Conditions will prevail.
 

•  You need to be aware that the Booking Conditions contain a limitation of our liability to you and of our obligations in relation to any Holiday, which you book.
  
  
• By making a booking with us, you consent to our use of your personal data in accordance with our Privacy Policy and you are authorised on behalf of all persons named on the Booking to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements).
  
  
• These conditions do not govern your contract or affect your rights relating to any third party whose services you may separately purchase and use during your Holiday.
  
  
• A contract between you and us shall be considered concluded and you will be deemed to have agreed to these Booking Conditions as soon as your Holiday is booked, a deposit has been paid and we have issued a confirmation or receipt to you or to your Travel Agent.
  
  
• 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.
  
•  
• Prices are quoted in the currency as determined by your country of booking.
  
  
• Peak travel period surcharge, minimum night stays and holiday blackouts may apply depending on your travel dates. These conditions are already included in the travel price (as set out in section 5).
  
  
• All hotel prices are per person based on double occupancy unless otherwise noted and are subject to change upon notice to you at least twenty (20) days prior to the commencement of the Package Holiday.
  
  
• Online Check-in is available for Etihad Airways flights between 48 hours to 1 hour before departure. Airport Check-in opens 4 hours prior to scheduled departure time. Check-in for Economy Class closes 60 minutes prior to scheduled departure time. Check-in for Business Class closes 45 minutes prior to scheduled departure time. Check-in for all flights to the US closes 2 hours before departure for guests who are commencing their journey from Abu Dhabi. The US Preclearance facility at Abu Dhabi closes for acceptance 60 minutes before departure. For check-in times of other airlines please contact the respective airline. It is recommended that you report to the gate at least 30 minutes before the flight departure. Failure to comply with these conditions may result in the loss of your seat to a stand by passenger or Cancelation. All other airline terms and conditions of carriage apply as standard(please refer to www.etihad.com/en-ae/legal/conditions-of-carriage/ ).
  
  
• Provision of airport/hotel transfers and unique activities pre-require the timely receipt of the complete passenger flight itinerary. If you have made a hotel booking and fail to provide to Etihad Holidays the complete flight itinerary prior to the issuance of your travel documents, Activities, if purchased, will not be provided and there will be no refund for this unused service.
  
  
• All international travelers must present a lawfully issued passport that is valid for at least six months from the date of re-entry. It is your responsibility to provide proper documentation to Etihad Holidays and/or the Airline and to comply with the laws of each country flown from or to, and to contact the appropriate consulate, embassy and/or immigration department for your destination country for any specific entry requirements and restrictions. If you are traveling under names other than what is printed on your travel documents you must supply an official document issued by the competent authority in which your name change is confirmed. Airlines may require additional documentation for children traveling without their legal guardian beyond what is required by the local law of the destination country (e.g. a birth certificate). Please contact Etihad Airways directly at 800 2324 (within the UAE) or +971 (0)2 599 0700 (outside the UAE) or info@etihadholidays.com for more details.
  
  
• Room photographs shown are for informational purposes only and may not depict the actual category of rooms purchased.
• These Booking Conditions and any contract between you and us shall be governed by Greek law.
  
  
• Both you and we confirm that the courts of Athens, Greece shall have exclusive jurisdiction to settle any disputes or claims (including any non-contractual disputes or claims) arising out of or in connection with these Booking Conditions or the contractual relationship arising thereof.
  
  
• Prior to the conclusion of a contract with Etihad Holidays for a particular Holiday , you shall be provided with the respective standard information of the Holiday by means of a relevant form as set out in Part A of Annex I of Directive (EU) 2015/2302 as well as the information mentioned in article 5 para. 1 of Directive (EU) 2015/2302.

3.   How to Book
 

A Holiday  booking can be made online on our website www.etihadholidays.com , directly with Etihad Holidays Sales & Service Centre via:
 

1.  Toll-Free number 800 2324 (within the UAE)
   
   
2.  Local rates 0345 600 8118 (within the UK)
   
   
3.  All other countries +971 (0)2 599 0700 (outside the UAE)
   
   
4.  or through your preferred Travel Agent.
    

·          When a booking is made via a Travel Agent, all communication with Etihad Holidays must be made via the Travel Agent, who shall forward the respective messages, requests or complaints to Etihad Holidays without undue delay. Etihad Holidays bears no responsibility or liability of any ex parte communication between you and the Travel Agent. In that case, any amount 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.
 

4.   Payment
 

• We accept cash, credit/ debit cards and Etihad Guest Miles.
  
  
• Once full payment has been received for a confirmed booking, Etihad Holidays will issue E-vouchers for services booked. Printed copies of these E-vouchers must be surrendered by you to the relevant supplier of the services, e.g. hotel or ground transportation supplier at the time of availing the respective services.
   

a) Etihad Holidays Packages
 

• A deposit, payable to Etihad Holidays, of maximum 10% of the total package cost shall be due at the time of Booking unless specified otherwise. Any non-refundable components of your package, if applicable, including but not limited to travel insurance, airfares, hotels or special event tickets are payable in full at the time of booking. The full balance must be settled no later than 14 days before your departure date. If we do not receive the full balance by the aforementioned due date we will treat the booking as cancelled by you, in which case you will be obliged to pay the cancellation charges as described in section 6 of these Booking Conditions.
  
  
• Separate payment policies apply to holiday or special event departures.
  
  
•  At the time of credit/debit card payment, Etihad Holidays may split the payment between Etihad Holidays and the air carrier booked. The Etihad Holidays portion of the payment will be processed immediately. The airline will process payment at the time the air tickets are issued.
   

b)  All Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Special Holidays to any destination including Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort
 

• A non-refundable deposit, payable to Etihad Holidays, of maximum 20% of the total package cost shall be due at the time of booking unless specified otherwise. Any non-refundable components of your package, including but not limited to travel insurance, airfares, hotels or special event tickets are payable in full at the time of booking. The full balance must be settled no later than 30 days before your departure date. If we do not receive the full balance by the aforementioned due date we will treat the booking as cancelled by you, in which case you will be obliged to pay the cancellation charges as described in section 6.6 of these Booking Conditions.
  
  
• Separate payment policies apply to holiday or special event departures.
  
  
• At the time of credit/debit card payment, Etihad Holidays may split the payment between Etihad Holidays and the air carrier booked. The Etihad Holidays portion of the payment will be processed immediately. The air carrier will process payment at the time the air tickets are issued.
  
  

c) Standalone Hotel, Car and/ or Activity bookings
 

• All Standalone Hotel, Car and/ or Activity bookings or reservations that do not include a flight component are payable in full at time of booking.
   

5.   Holiday Price
 

• Prices do not include any passport, visa and health protection fees, the provision of cots, car seats and food for infants, transport to your departure airport, porterage, gratuities, meals as well as the handling fees and items of a personal nature unless otherwise agreed. Special offers and value-added inclusions may be restricted, modified or withdrawn at any time. The promotional Activities have no monetary value and are non-refundable if not provided or used. All amenities and facilities provided for a particular property may not be available in every room category. Special room requests will be communicated to the competent party but cannot be guaranteed. Additional foreign government departure taxes, fees and tourist cards may be due at the destination by the competent public authority and are not included in the price.
  
  
• Some destinations such as Maldives require resort transfers to be booked prior to arrival in the country. If you do not choose to book these through us, you will need to make your own arrangements at least 72 hours before your departure to avoid service implications.
  
  
• If you receive a fee quote from us for a specific booking, but you do not book it at the time, we reserve the right to increase or decrease the price at any time before you book.
   

For EU Customers Only:

Etihad Package Holidays: We reserve the right to increase the price of your confirmed Etihad package holiday booking solely to allow for increases which are a direct consequence of changes in:

(i) the price of the carriage of passengers resulting from the cost of fuel or other power sources;

(ii) the level of taxes or fees chargeable for services applicable to the holiday imposed by third parties not directly involved in the performance of the Holiday, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; and

(iii) the exchange rates relevant to the Holiday. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your Holiday, excluding insurance premiums and any amendment charges for additional services or travel arrangements. You will be charged for the amount over and above 2% of the Holiday.  However, if this means that you have to pay an increase of more than 8% of the price of your confirmed Ηoliday (excluding any insurance premiums, amendment charges for additional services or travel arrangements), you will have the option to: a) accept to pay the respective increase or b) terminate the Booking without paying cancellation fees. In the latter case, you may also accept another Package Holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or in case such Package Holiday cannot be offered by us or is not accepted by you, you will receive a full refund of all sums paid to us within 14 days as of the cancellation of the Booking, except for any insurance premiums and any amendment charges for additional services or travel arrangements. You may exercise your aforementioned rights within 7 days from the date that the respective increase of more than 8% of the price of the Holiday is notified to you by us. In case you do not reply within the aforementioned deadline, your silence will be considered as refusal to the above change and thus, termination of the Booking. Should the price of your Holiday be decreased due to the changes mentioned above (i-iii), then a fee of EUR 10 will be deducted from the refund you will receive for administrative expenses. However, please note that Package Holidays are not always purchased in local currency, thus some apparent deviations in the price shall have no impact on the price of your travel due to contractual or other protection in place. There will be no change to the price of your confirmed Holiday within 20 days as of your departure nor will refunds be paid during this period due to price changes.
 

Air transportation

 

• Airfares are based on the lowest applicable airfare available under the Etihad Holidays program at the time of booking and are subject to change if you decide to change the details of your flight (e.g. flight date, itinerary). Etihad Holidays can guarantee your airfare only after receipt of full payment of the airfare. In case you wish to change your flight itinerary after the issuance of tickets, increased airfares, additional surcharges, or non-changeable & non-refundable flights may result.
  
  
• Airline baggage allowance will be as per the fare type purchased as part of your Package Holiday. Please note that baggage allowances can vary significantly with respect to size and weight restrictions depending on the airfare type. The number of carry-on pieces allowed may also vary by airport or airline. Please consult your Travel Agent or contact the respective airport and airline prior to travel.
  
  
• Please refer to Etihad Airways baggage policy at www.etihad.com/en-ae/before-you-fly/baggage-information/  to see what baggage fees apply and other applicable conditions of carriage at www.etihad.com/en-ae/legal/conditions-of-carriage/ . Etihad Holidays also offers flights via other airlines, including but not limited to Etihad Airways Partners or Affiliates and/ or code share partners. These airlines may impose additional charges for checked luggage which is collected by the airline at check-in.
  
  
• Etihad Guest® members earn Etihad Guest® miles equal to actual flight miles with the purchase of a Flight inclusive Package Holiday, plus any additional bonus miles where applicable. Etihad Guest® miles can also be redeemed for Etihad Holidays packages. Please mention your valid Etihad Guest® membership number at the time of booking. For any questions regarding your Etihad Guest® accrual call 800 2324 (within the UAE) or +971 (0)2 599 0700 (outside the UAE). If you pay your Etihad Holiday with Etihad Guest® miles and you cancel your Holiday, a refund in miles or cash is not possible. In this case, only a rebooking of the Holiday for another date is possible.

EU Customers – Cancellation/Flight delays: If you miss your flight due to cancellation or delay beyond its scheduled time of departure provided that such delay is expected to last i)  two hours or more in the case of flights of 1500 kilometers or less, or ii) or three hours or more in the case of all intra-Community flights of more than 1500 kilometers and of all other flights between 1500 and 3500 kilometers or iii) for four hours or more in the case of all flights not falling under (i) or (ii) you must contact us or the airline or other transport supplier concerned immediately. Under EU Law, in all above circumstances  as well as in case of denied boarding, you have rights to refunds and/or compensation and/or care (e.g. provision of meals, accommodation, transport etc.)  from the airline. Full details of these rights are depicted in the Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 which can be found in https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=celex:32004R0261  and must be also published at EU airports. In case of cancellation or denied boarding, the airline must provide the travelers with a written notification of their rights. If the Airline does not comply with its above obligations you have the right to complain to the Civil Aviation Authority (applicable regulatory body for aviation in Greece) about an alleged infringement of the above provisions. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your Holiday Price from us.. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. 

Hotel price, hotel taxes and service fees
 

• Etihad Holidays books hotels under a “prepaid” model, where we collect the full amount from you in advance and manage the payments to the hotel/Activity/third party reservation facilitator on your behalf. The booking shall be made by Etihad Holidays on your behalf and it shall include two fees to the reservation: amounts being paid by Etihad Holidays to the hotel/Activity/third party reservation facilitator on your behalf as well as compensation for services retained by Etihad Holidays. In order to facilitate your booking, the amount you are charged will include tax recovery charges and service fees. This amount includes an estimate to recover any amount paid to the hotel/Activity/third party reservation facilitator related to your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax, goods and services tax, and/or other similar taxes. The amount paid to the hotel/Activity/third party reservation facilitator in connection with your reservation for taxes may vary from the amount estimated and charged to you. The amount charged to you also includes a fee as remuneration to Etihad Holidays for services in connection with the handling of your reservation.
  
  
• It is expressly clarified that Etihad Holidays does not operate as the retailer collecting and remitting taxes to the applicable taxing authorities. Hotel/Activity/third party reservation facilitator, as retailers, include applicable taxes in the amounts displayed by Etihad Holidays and we hand over such amounts directly to them. Some retailers may charge you with a “resort fee” or “city tax” upon check in.
  
  
• Rental car
  
  
• Rates for holidays including a rental car do not include state/local taxes, petrol, optional insurance, Collision Damage Waiver (CDW), underaged driver charges if under the age of 18, or airport charges, which are payable directly to the rental car company. Rental car drivers must be at least 18 years old. A valid driver’s license and an  international credit card issued in driver’s name are required. Car rental companies may require additional taxes and fees to be paid by you at their rental counter when renting a vehicle.
   

6.   Changes or cancellation by you
 

To avoid change fees and cancellation fees we highly recommend you purchasing comprehensive travel insurance..
 

Amendments
 

• 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. Cancellation terms will depend on the nature of the services, the type of Holiday and package type booked:

a)      Amendment fees for Etihad Holidays Packages
 

Time of cancellation prior to departure	Etihad Holidays Amendment fee
24 hours or more	EUR 30 per booking plus supplier fees including air fees (if any)
Within 24 hours & no show-up	No amendment possible

b)      Amendment fees for Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination involving Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort)
 

Time of cancellation	Etihad Holidays Amendment fee
25 days or more	EUR [30] per booking plus supplier fees including air fees (if any)
24 days or less & no show-up	No amendment possible

c)       Amendment fees for Standalone hotel, car and/ or Activity bookings
 

Time of cancellation	Etihad Holidays Amendment fee
24 hours or more	EUR [30] per booking plus supplier fees (if any)
Within 24hours & no show-up	No amendment possible

Transfer of Booking –EU Customers Only:
 

Etihad Package Holidays: If you are prevented from travelling or do not wish to travel, you may transfer your Holiday to someone else, provided (i) that person is introduced by you and satisfies all the conditions applicable to the Holiday; (ii) we are notified promptly on a durable medium not less than 7 days before departure; (iii) you or the alternative travelerpay any outstanding balance payment, an amendment fee of EUR [30] per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and (iii) the transferee agrees to these booking conditions and all other terms of the contract between us. You and the transferee remain jointly and severally liable for payment of all the above sums. If you are unable to find a replacement, cancellation charges as set out below  will apply in order to cover our estimated costs. No refunds will be given for passengers not travelling or for unused services.
 

Important notes:
 

• Many suppliers, particularly airlines, cruise companies, Disneyland® Resorts, Ski & Safari operators and some hotels do not allow us to change names or travel dates and impose full cancellation charges for amendments. Special Event tickets including but not limited to Formula 1 are also non-refundable.
  
  
• In the above case, we will pass these charges on to you, in addition to our administrative charges. Some accommodation types, particularly self-catering, cruise ship cabin and hotel rooms with reductions for more than three (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 respective changes.
  
  
• Cancellations by you
  
  
• If you or any customer named on your Holiday Booking wishes to cancel your booking once the booking has been confirmed and an invoice or receipt has been issued, the Lead Name must notify their Travel Agent (or Etihad Holidays directly if the booking was made directly through 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 on the cancellation of the Booking before the start of the package and the expected cost savings and income from alternative deployment of the travel services. 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. In the above case, we will reimburse any payments made by you or on your behalf for the Holiday minus the aforementioned cancellation fee not later than 14 days after the Holiday is cancelled. Please note we cannot refund amendment fees or insurance premiums. We strongly recommend that you conclude comprehensive holiday insurance which includes cancellation coverage.
  
  
• Cancellation charges vary according to the type of Holiday booked and the specific hotels and products provided. You will be notified at the time of booking of the specific cancellation terms and conditions for each case.

a)      Cancellation fees for Etihad Holidays Packages
 

Time of cancellation prior to departure	Cancellation fee
24 hours or more	EUR30] per booking plus supplier fees including air fees (if any)
Within 24hours & no show-up	No refund

b)      Cancellation fees for all Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination involving Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort
 

Time of cancellation prior to departure	Cancellation fee
25 days or more	EUR [30] per booking plus supplier fees including air fees (if any)
24 days or less & no show-up	No refund

c)       Cancellation fees for Standalone hotel, car and/ or Activity bookings
 

Time of cancellation prior to departure	Cancellation fee
24 hours or more	EUR [25] per booking plus supplier fees (if any)
Within 24hours & no show-up	No refund

• 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 notified and confirmed at time of booking.
  
  
• For your own interest we strongly recommend that you arrange to conclude a comprehensive holiday insurance policy to travel on any of our Holidays. Please contact Etihad Holidays or your Travel Agent for details.
  
  
•  For any groups of ten or more customers travelling together special terms & conditions apply, which will be notified during the booking process.
   

d)      Standalone Hotel only bookings
 

For all Standalone Hotel bookings, the cancellation policy of the hotel will be advised at time of booking. Some rate plans are fully non-refundable, other rate plans can be changed, amended or cancelled free of charge until a specified period of time prior to the booked arrival date.  For all changes to standalone Hotel only bookings please refer to the hotel terms and conditions provided at the time of booking. In addition to fees imposed by suppliers, Etihad Holidays shall charge a fee of for any amendment and cancellation depending on the type of the Standalone Booking, save for the case mentioned below in (e).

e)      Cancellation By You due to Unavoidable & Extraordinary Circumstances (EU Customers):

·          EU Customers Only: You have the right to cancel your confirmed Holiday before departure without paying a cancellation fee in the event of “unavoidable and extraordinary circumstances” occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday or significantly affecting the transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the sums you have paid but we will not be liable to pay you any additional compensation.  For the purposes of this clause, “unavoidable and extraordinary circumstances” shall have the meaning set out in article 1 hereof (“Definitions”).
 

7.   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 or cancel your booking and we reserve the right to do this at any time.
  
  
• If we have to make a Significant Change (as defined below) or cancel your holiday 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 to choose from, within notified reasonable period of time set by us:
  
  
• accepting the changed arrangements;
  
  
• If available, transferring to another holiday offered by us of an equivalent or higher standard (at no extra cost) or where the alternative holiday is of a lower standard, receiving reduction at the price; or
  
  
• cancelling your Holiday and receiving a refund of all monies paid to us (excluding any travel insurance) without paying cancellation fees.
   

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).
  
  
• EU Customers: Where we have to cancel your Package Holiday booking because there are no alternative arrangements available, or if (acting reasonably) you do not accept the changed arrangements we offer, you may be entitled to compensation depending on the circumstances. Please note that no compensation will be payable where we have to cancel your Holiday due to Force Majeure, or due to the fact that the number of persons enrolled for the Holiday is smaller than the minimum number agreed and provided that we notify you of the cancellation no later than : (i) 20 days before the start of the package in the case of trips lasting more than six days; (ii) seven days before the start of the package in the case of trips lasting between two and six days; (iii) 48 hours before the start of the package in the case of trips lasting less than two days.
   

8.  Refunds
 

• In cases where a part of your Holiday is on a request basis, the deposit or final payment for the provision thereof 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.
  
  
• Subject to the above conditions, refunds, if any, will be processed within 21 days of the presentation of the original travel documents and invoice to Etihad Holidays, unless otherwise provided for in the present.
  
  
• 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 upon presentation of valid identification.
   

9.   Our liability to you
 

• We accept responsibility for ensuring that the Holiday you book with us is supplied as described in our brochure or on our website. If a part of the Holiday has a travel deficiency and we don’t remedy or resolve such deficiency within a reasonable period of time, you will be entitled to compensation and a reduction of the price or a cancellation. You must inform us without undue delay of any travel deficiency in the Holiday. In case we are not notified of the defect and as a result, not remedy the incompliance, you will not be able to assert claims for reduction or claims for damages. We assume liability for actions and / or omissions of our employees, legal representatives, proxies and agents. Our liability for damages, which do not harm the life, health, freedom or honor of the suffering party, is limited to three times the Holiday price, as far as a damage of the traveler was not caused culpably or due to gross negligence. These maximum liability sums apply per traveler and per Holiday.
  
  
• We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from (i) the acts and/or omissions of the person affected; (ii) the acts and/or omissions of a third party unconnected with us and the provision of the Holiday; (iii) Force Majeure.
  
  
• A claim for damages against us is subject to the possibility of prior filing of a claim for damages against the service provider under to the provisions of international conventions to which the Warsaw/Montreal Convention (international air travel) and the Convention on the Liability of Hotel-keepers concerning the Property of their Guests belong, or due to such based legal regulations which are applicable to the services to be provided by a service provider.
  
  
• We note that the acceptance of any liability on our part is in any circumstances subject to reduction by any amount already paid to the claimant from time to time for the satisfaction of same claim  (i) against 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.
  
  
• It is a condition of our acceptance of liability under this clause that you notify any claim to us) strictly in accordance with the complaints procedure set out in these conditions.
  
  
• We do not recommend, arrange or endorse any specific medical services or medical service providers. Notwithstanding anything herein, we will not be liable for any damages, claims, injuries, health risks, losses, liabilities, incidental or consequential damages (collectively known as “damages”) whatsoever and howsoever caused, arising out of, or in connection with, the use or misuse of the medical services received during your Holiday, whether such damages arise in contract, tort, negligence, statutory or by way of any other legal theory.
  
  
• We will not accept responsibility for services or facilities which do not form part of our contract with you or where they are not advertised in our brochure/on our website as indicatively any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you. 
  
  
• EU Customers only: Where it is impossible for you to return to your departure point as per the agreed return date of your package Holiday due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of an equivalent standard) for a period not exceeding three nights per person. Please note that the 3-night cap does not apply to persons with reduced mobility, the persons accompanying them, pregnant women or unaccompanied minors, as well as persons in need of special medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your Holiday.
  
   

10. Your responsibility
 

• You must ensure that you and all customers named on your Holiday booking have valid passports, any appropriate visas and vaccinations. You are exclusively liable for any costs, delays or illness resulting from your failure to meet these requirements. Please liaise with the competent authority/embassy of the destination you are travelling to prior to departure to ensure you have fulfilled any visa/passport requirements in reasonable time before you depart. For Greek customers, further information on vaccinations and other health advice whilst traveling abroad can be found on the website of the National Public Health Organization at https://eody.gov.gr/wp-content/uploads/2019/07/emvolia-ta3idioton.pdf .
  
  
• 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. Please see our Privacy Policy https://www.adnecgroup.ae/privacy-policy for further information on how we process your personal data.
  
  
• You are responsible for ensuring that any existing medical conditions or disabilities, which may require special 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 customers named on your Holiday 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 in order to provide you with appropriate information on health services, local authorities and consular assistance and assist you to make distance communications and help you find alternative travel arrangements.
  
  
• You are responsible and liable for the behavior 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 customers named on your Holiday booking from any Holiday arrangement if you or any of the customer named on your Holiday 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 customers named on your Holiday booking under these circumstances, and you shall be liable of any violations caused by your respective behaviour.
  
  
• You are reminded that captains of aircraft have absolute authority over the aircraft and its passengers whilst boarding or during the flight. The captain or other authorized representatives 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 boarding under the above circumstances, your Holiday will be terminated immediately and will be considered as a cancellation by you in accordance with section 6 above, in which case  we will have no further responsibility or liability to you or any customers named on your Holiday booking.
  
  
• 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.
  
  
• 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.
   

11.  Insurance
 

• For your own interest we strongly recommend that you arrange to conclude a comprehensive holiday insurance policy to travel on any of our Holidays for the coverage of any cost in case of cancellation by you or any cost of assistance, including repatriation, in the event of accident, illness or death.. Please contact Etihad Holidays or your Travel Agent for details.
   

12. Complaints

• We plan all the 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 Sales & Service Team (+971 (0)2 599 0700who 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 immediately  in writing to your Travel Agent or to Capital Holidays (Ireland) Ltd, Ttrading as Etihad Holidays, 6th Floor, 2 Grand Canal Square, Dublin 2, D02 A342, Ireland or by e-mail to feedback@etihad.ae.
  
  
• ADR – EU Customers Only: You can access the European Commission Online Dispute (ODR) Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.
   

13. Important Notice
 

• Etihad Holidays, its employees, officers, directors and shareholders and its Affiliates, does not own, control or operate any hotel or any land and/or water transportation vehicles including without limitation, helicopters, boats, rental cars, ground transportation vehicles, transport companies, shuttle services, buses, or local tour companies which may offer excursions or tours. Etihad Holidays occasionally enters into contracts with hotels and air, land or water transportation companies, but all such entities are owned and operated by independent contractors. Etihad Holidays is not responsible for any negligent or willful act, omission or failure to act on the part of any such entity or its employees, or of any other third party beyond its direct control.
  
  
• In order to process your booking and to ensure that your Holiday arrangements run smoothly and meet your requirements, we will need to use the information which you provide to us, including your name, contact details special needs/ dietary requirements. We will ensure that proper information security and data privacy measures are in place to protect your information in compliance with the relevant data protection laws. We will share your information with the relevant suppliers concerning your Holidays arrangements. The information may also be provided to security and credit checking companies, public authorities including customs and immigration to the extent necessary for them to fulfil their services and as far as required by them, or as required by the applicable law. Except as set out in these Booking Conditions, we will not share your information with any third-party person who is not a supplier concerning your Holiday arrangements, and with exception with our Affiliates on need to know basis or common group operational purposes. In making the Holiday booking, you consent to providing your personal information and thereby consent to this information being shared with the relevant suppliers under the relevant data protection policy, for the purposes of your booking. Please note that where this information is also held by your Travel Agent, this information will also be subject to your Travel Agent’s data protection policy.
  
  
• The Etihad Holidays name and logo may appear on posted or hand-held signs at your hotel, at the airport of your departure or destination, in vans, buses, coaches or elsewhere during your vacation. This use of the Etihad Holidays name and logo is solely intended to help you identify persons or entities who might provide services to you during your trip, but does not indicate, and should not be understood by you to indicate that Etihad Holidays owns, controls or operates any entity displaying such a sign, or that Etihad Holidays employs or controls any person holding or displaying such a sign.
   

14.      Insolvency Protection – EU Customers Only:
 

The combination of travel services offered to you is a package within the meaning of Directive (EU) 2015/2302 and Presidential Decree 7/2018, which implementing the above Directive. Therefore, you will benefit from all EU rights applying to packages. Etihad Technical Ireland Limited will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, Etihad Technical Ireland Limited have protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes insolvent.

Etihad Technical Ireland Limited has taken out insolvency protection with International Passenger Protection Limited (IPP) as Underwriting Agent for Liberty Mutual Insurance Europe SE. This Insurance is only in respect of the Insolvency of Etihad Technical Ireland Limited for all monies paid to us (Etihad Technical Ireland Limited) by you or on your behalf in respect of Linked Travel & Package Travel Arrangements booked as defined under Directive (EU) 2015/2302.

If you require to make a claim due to our Insolvency then please contact IPP on +31 10 31 20 666 or claim online  www.ipplondon.co.uk/claims.asp .  

HOW TO MAKE A CLAIM – ONLY IN RESPECT OF INSOLVENCY OF THE POLICYHOLDER:

You must notify IPP as soon as practically possible giving full details of what has happened quoting the name of your Travel Operator quoting Reference: TOFI CAR IRELAND V1-21 by contacting: Telephone: +31 103120666
 

Email: ippclaims@nl.sedgwick.com or online at https://www.ippmalta.com/claims.asp  
 

The above insurance protection does not cover arrangements other than a Package Holiday from us. Please ask us for further details.
 

15.      Prompt Assistance – EU Customers Only:

 

• If, whilst you are on Holiday, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance which is not owing to any failure by us, we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any claim you may have against any supplier, airline or other transport supplier as regards the above alternative travel arrangements or other assistance shall be addressed directly to them. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or through your negligence.. 
   

Applicable on or after 08 June 2022 until further notice.

 

1.    Definitions
 

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

“Activity” means a transfer, tour, activity or admission to an attraction or special event;
 

“Airline” or Etihad Airways means Etihad Airways PJSC, the national airline of the UAE
 

 “Affiliates” means any entity that is wholly or partial owned and under common control by a Party, here Abu Dhabi National Exhibitions Company PJSC.

 

“Booking “means the reservation of one or more Holiday Packages by you or your Travel Agent

 

"Booking Conditions" means these terms & conditions

 

"Booking Confirmation" means the confirmation of your Holiday issued by us to you or your Travel Agent once a Booking has been made and the applicable deposit has been paid

 

 “Cancellation” means a change to the departure date, a change in name (exceptions may be permitted for small corrections (up to 3 letter of the name)), a reduction to the number of the parties/travellers, and/or the termination of the entire trip.  All other changes to a reservation constitute an “Amendment”;

 

“Child” means a person under the age of 12 years on the relevant return date of travel;

 

"EU" means the European Union

 

“EU Customer” is a person whose place of habitual residence is in the EU, provided that also the place of departure of the Holiday is also in the EU

 

“Etihad Holidays”, “we” or “us” means, for customers in the EU or Switzerland: Capital Holidays (Ireland) Ltd a company registered in Ireland with registered company number 530442 whose registered address is at 6th Floor, 2 Grand Canal Square, Dublin 2, D02 A342, Ireland trading as Etihad Holidays, holder of Travel Agent's Licence No. T.A. 0801 issued under the Irish Transport (Tour Operators and Travel Agents) Act, 1982. Telephone: +35317617475. Email: info@etihadholidays.com

 

“Holiday” means the Holiday Package booked by you or on your behalf with us;
 

"Holiday Package" has the meaning set out in Article 33, paragraph 1.(c), of the Italian Code of Tourism
 

"Italy" means the Republic of Italy

 

“Lead Name” means the first named customer on any Holiday booking;

 

"Privacy Policy" means our privacy policy available at  https://www.adnecgroup.ae/privacy-policy

 

“Significant Change” has the meaning set out in section 7 of these Booking Conditions;

 

"Specialist Holidays" [Holidays such as the Abu Dhabi Grand Prix or destinations such as the Maldives where products are pre-paid]

 

“Standalone” means a booking for hotels, rental cars and/ or Activities without a flight;

 

“Travel Agent” means any agent through whom your Holiday with us is booked;

 

“UAE” means the United Arab Emirates

 

“Unavoidable and Extraordinary Circumstance” a situation beyond the control of the party who invokes such a situation and the consequences of which could not have been avoided even if all reasonable measures had been taken. These situations include, inter alia, warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination;
 

“You” means any customer who is or may be considering the booking of any Holiday and includes all customers named on your Holiday booking who are booking together.
 

2.   The Contract
 

For customers in the EU or Switzerland, your contract is with Capital Holidays (Ireland) Ltd a company registered in Ireland with registered company number 530442 whose registered address is at 6th Floor, 2 Grand Canal Square, Dublin 2, D02 A342, Ireland trading as Etihad Holidays.
 

Thank you for choosing Etihad Holidays. To ensure that you understand the conditions of your particular Holiday, please read the following terms and conditions. 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.
 

• Your contract is with Etihad Holidays.
  
  
• The Booking Confirmation, these Booking Conditions and other information in all Etihad Holidays’ brochures, price booklets, separate publicity material and our website, and our Privacy Policy, form the contract between you and us. All Holidays are subject to availability and are governed by 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 need to be aware that these Booking Conditions contain a limitation of our liability to you and of our obligations in relation to any Holiday, which you book.
  
  
•  By making a booking with us, you consent to our use of your personal data in accordance with our Privacy Policy and you are authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements).
  
  
• These Booking Conditions do not govern your contract with, or affect your rights relating to, any third party whose services you may separately purchase and use on your Holiday.
  
  
• When you have booked your Holiday, paid a deposit and we have issued a Booking Confirmation to you or to your Travel Agent you are deemed to have agreed to our Booking Conditions and 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.
  
  
• Prices are quoted in the currency as determined by your country of booking.
  
  
• Peak travel period surcharge, minimum night stays and holiday blackouts may apply depending on your travel dates. These conditions are already included in the travel price.
  
  
• All hotel prices are per person based on double occupancy unless otherwise noted and are subject to change without notice.
  
  
• Online Check-in is available for Etihad Airways flights between 48 hours to 1 hour before departure. Airport Check-in opens 4 hours prior to scheduled departure time. Check-in for Economy Class closes 60 minutes prior to scheduled departure time. Check-in for Business Class closes 45 minutes prior to scheduled departure time. Check-in for all flights to the US will close 2 hours before departure for guests who are commencing their journey in Abu Dhabi. The US Preclearance facility at Abu Dhabi closes for acceptance 60 minutes before departure. For check-in times of other airlines please contact the respective airline. It is recommended that you report to the gate at least 30 minutes before the flight departure. Failure to comply with these conditions may result in the loss of your seat to a stand by passenger or cancellation of your flight ticket. All other airline terms and conditions of carriage apply as standard. Please refer at www.etihad.com/en-ae/legal/conditions-of-carriage/
  
  
• Airport/hotel transfers and unique activities require the timely receipt of the complete passenger flight itinerary. If you have made a hotel only booking and fail to provide to Etihad Holidays complete flight itinerary prior to the issuance of travel documents, transfers and Activities, if purchased, will not be provided and there will be no refund for this unused service.
  
  
• All international travelers must present a passport that is valid for at least six months from the date of re-entry. It is your responsibility to provide proper documentation and to comply with the laws of each country flown from or to, and to contact the appropriate consulate, embassy and/or immigration department for your destination country for any specific entry requirements and restrictions. If you are traveling under names other than what is printed on your travel documents you must supply an official document issued by the competent authority in which your name change is confirmed. Airlines may require documentation for children traveling without their legal guardian beyond what is mandated by the destination country (e.g. a birth certificate). Please contact Etihad Airways directly at 800 2324 (within the UAE) or +971 2 599 0700 (outside the UAE)
  
  
• Room photographs shown are for informational purposes only and may not depict the actual category purchased.
  
  
• These Booking Conditions and any contract between you and us shall be governed by Italian law.
  
  
• Both you and we confirm that the courts of Italy shall have exclusive jurisdiction to settle any disputes or claims (including any non-contractual disputes or claims) arising out of or in connection with these Booking Conditions or the subject matter or form thereof.
   

3.   How to Book
 

• A Holiday booking can be made online on our website (www.etihadholidays.com) , directly with Etihad Holidays Sales & Service Centre via
   

                i.  Toll-Free number 800 2324 (within the UAE)
 

               ii. Local rates 0345 600 8118 (within the UK)
 

              iii.  All other countries +971 2 599 0700 (outside the UAE)
 

or through your preferred Travel Agent.
 

• When a booking is made via a Travel Agent, all communication with Etihad Holidays must be made via the Travel Agent. Etihad Holidays bears no responsibility or liability of any ex parte communication between you and the Travel Agent. 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.
   

4.   Payment
 

• We accept cash, credit/ debit cards and Etihad Guest Miles.
  
  
• Once full payment has been received for a confirmed Booking, Etihad Holidays will issue E-vouchers for services booked. Printed copies of these E-vouchers must be surrendered by you to the relevant supplier of the services, e.g. hotel or ground transportation supplier at the time of availing the respective services.
   

a) Holiday Packages
 

• A deposit, payable to Etihad Holidays, of maximum 10% of the total package cost shall be due at the time of booking unless specified otherwise. We reserve the right to request that certain components of your Holiday Package, if applicable, including but not limited to travel insurance, airfares, hotels or special event tickets are paid in full at the time of booking. The full balance of the price of the Holiday must be settled no later than 14 days before your departure date. If we do not receive the full balance by the due date, we will treat your Booking as cancelled by you and we will apply the cancellation charges as described in section 6 of these Booking Conditions.
  
  
• Separate payment policies apply to holiday or special event departures.
  
  
• At the time of credit/debit card payment, Etihad Holidays may split the payment between Etihad Holidays and the air carrier booked. The Etihad Holidays portion of the payment will be processed immediately. The airline will process payment at the time the air tickets are issued.
   

b) All Holiday Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination including Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort
 

• A deposit, payable to Etihad Holidays, of maximum 20% of the total package cost shall be due at the time of booking unless specified otherwise. We reserve the right to request that certain   components of your Holiday Package, including but not limited to travel insurance, airfares, hotels or special event tickets are payable in full at the time of booking. The full balance of the price of the Holiday must be settled no later than 30 days before your departure date. If we do not receive the full balance by the due date, we will treat your Booking as cancelled by you and we will apply the cancellation charges as described in section 6 of these Booking Conditions.
  
  
• A surcharge of approximately EUR [30 ] may apply for Bookings made over the phone to the Etihad Holidays Sales & Service Centre instead of booking online. Separate payment policies apply to holiday or special event departures.
  
  
• At the time of credit/debit card payment, Etihad Holidays may split the merchant of record payment between Etihad Holidays and the air carrier booked. The Etihad Holidays portion of the payment will be processed immediately. The air carrier will process payment at the time the air tickets are issued.
  
  

c) Standalone Hotel, Car and/ or Activity bookings
 

• All Standalone hotel, car and/ or Activity bookings or reservations that do not include a flight component are payable in full at time of booking.
   

5.   Holiday Price

• Prices do not include passport, visa and health protection fees, the provision of cots, car seats and food for infants, transport to your departure airport, porterage, gratuities, meals, handling fees and items of a personal nature unless otherwise noted. Special offers and value-added inclusions may be restricted, modified or withdrawn at any time. These promotional Activities have no cash value and are non-refundable if not provided or used. All amenities shown for a particular property may not be available in every room category. Special room requests will be communicated to the applicable party but cannot be guaranteed. Additional foreign government departure taxes, fees and tourist cards may be due at the destination by the competent government authority and are not included in the price of the Holiday.
  
  
• Some destinations such as Maldives require resort transfers to be booked prior to arrival in the country. If you do not choose to book these through us you will need to make your own arrangements at least 72 hours before you depart to avoid service failures.
  
  
• If you obtain a quote from us for a booking, but do not book it at the time, we reserve the right to increase or decrease the price at any time before you book.
   

For EU Customers Only:

• We reserve the right to increase the price of your confirmed Etihad package holiday booking solely to allow for increases which are a direct consequence of changes in: (i) the price of the carriage of passengers resulting from the cost of fuel or other power sources; (ii) the level of taxes or fees chargeable for services applicable to the holiday imposed by third parties not directly involved in the performance of the Holiday, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; and (iii) the exchange rates relevant to the Package Holiday. We will absorb and you will not be charged for any increase up to 2% of the price of your Holiday, excluding insurance premiums and any amendment charges and/or additional services or travel arrangements. You will be charged for the amount over and above that.  However, in the event of an increase of more than 8% of the price of your Holiday, you will have the option, within 7 calendar days, of accepting the price increase or cancelling the Booking without any cancellation fees. If you opt to cancel the Booking, we may offer you an alternative Package Holiday (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price, less an administrative fee of EUR 10 per person), which you will have 7 calendar days to accept.  Please note that Package Holidays are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place. There will be no change made to the price of your confirmed Holiday within 20 days of your departure nor will refunds be paid during this period due to price changes.
   

Air transportation
 

• Airfares are based on the lowest applicable airfare available under the Etihad Holidays program at the time of booking and are subject to change if you decide to change your flight (e.g. flight date, itinerary). Etihad Holidays can guarantee your airfare only after receipt of full payment of the airfare. Changes in flight itineraries made by you after the issuance of tickets may result in increased airfares, additional surcharges, or non-changeable & non-refundable flights
  
  
• Airline baggage allowance will be as per the fare type purchased as part of your package. Please note baggage allowances can vary significantly with respect to size and weight restrictions. The number of carry-on pieces allowed may also vary by airport or airline. Please consult your travel agent or contact your respective airport and airline prior to travel.
  
  
• Please see Etihad Airways baggage policy at www.etihad.com/en-ae/before-you-fly/baggage-information/ to see what baggage fees apply and other applicable conditions of carriage at www.etihad.com/en-ae/legal/conditions-of-carriage/. Etihad Holidays also offers flights via other airlines, including but not limited to Etihad Airways Partners or affiliates and/ or code share partners. These airlines may impose additional charges for checked luggage which is collected by the airline at check-in.
  
  
• Etihad Guest® members earn Etihad Guest® miles equal to actual flight miles with the purchase of a Flight inclusive Package Holiday, plus any additional bonus miles where applicable. Etihad Guest® miles can also be redeemed for Holiday Packages. Please specify your valid Etihad Guest® membership number at the time of booking. For any questions regarding your Etihad Guest® accrual call 800 2324 (within the UAE) or +971 2 599 0700 (outside the UAE). If you pay your Etihad Holiday with Etihad Guest® miles and you cancel your Holiday, a refund in miles or cash is not possible. In this case, only a rebooking of the Holiday to another date is possible.
  
  
• EU Customers – Flight delays: If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other transport supplier concerned immediately. Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be published at EU airports and will also be available from airlines. If the airline does not comply with these rules you have the possibility to turn to the applicable regulatory body for aviation in your country. For Italian customers, this is the Ente Nazionale per l’Aviazione Civile, Viale del Castro Pretorio, 118, Rome, Italy (www.enac.gov.it) . Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your Holiday price from us. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. 

Hotel price, hotel taxes and service fees
 

• Etihad Holidays markets hotels under a “prepaid” model, where we collect the full amount from you in advance and manage the payments to the hotel/Activity/third party reservation facilitator on your behalf. The booking shall be made by Etihad Holidays on your behalf and it shall include two components to the reservation: amounts being paid by Etihad Holidays to the hotel/Activity/third party reservation facilitator on your behalf as well as compensation for services retained by Etihad Holidays. In connection with facilitating your booking, the amount you are charged will include tax recovery charges and service fees. This amount includes an estimate to recover any amount paid to the hotel/Activity/third party reservation facilitator related to your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax, goods and services tax, and/or other similar taxes. The amount paid to the hotel/Activity/third party reservation facilitator in connection with your reservation for taxes may vary from the amount estimated and charged to you. The amount charged to you also includes an amount to compensate Etihad Holidays for services in connection with the handling of your reservation.
  
  
• Etihad Holidays is not the vendor collecting and remitting taxes to the applicable taxing authorities. Hotel/Activity/third party reservation facilitator, as vendors, include applicable taxes in the amounts displayed by Etihad Holidays and we hand over such amounts directly to the vendors. Some hotels may charge a “resort fee” or “city tax” upon check in that you are responsible for.
   

Rental car
 

• Rates for holidays including a rental car do not include state/local taxes, petrol, optional insurance, Collision Damage Waiver (CDW), under age driver charges if under the age of 25, or airport charges, which are payable directly to the rental car company. Rental car drivers must be 21 years of age or older. A valid driver’s license and an international credit card in driver’s name are required. Car rental companies may require additional taxes and fees to be paid by you at their rental counter when renting a vehicle.
   

6.   Amendment or Cancellation by you
 

To avoid amendment fees and cancellation fees we highly recommend you purchasing comprehensive travel insurance.

Amendments

• If you wish to amend 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. Amendment terms will depend on the nature of the services, the type of Holiday and package type booked:

a)        Amendment fees for Holiday Packages

 

Number of days between the booked departure date and the date your request for Amendment is received by us	Etihad Holidays Amendment fee
Before 24 hours or more	EUR 30 per booking plus supplier fees including air fees (if any)
Within 24hrs & no show	No amendment possible

b)        Amendment fees for Holiday Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination involving Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort)

 

Number of days between the booked departure date and the date your request for Amendment is received by us	Etihad Holidays Amendment fee
25 days or more	EUR [30] per booking plus supplier fees including air fees (if any)
24 days or less & no show	No amendment possible

c)        Amendment fees for Standalone hotel, car and/ or Activity bookings

 

Number of days between the booked departure date and the date your request for Amendment is received by us	Etihad Holidays Amendment fee
Before 24 hours or more	EUR [30] per booking plus supplier fees (if any)
Within 24hrs & no show	No amendment possible

Transfer of Booking –EU Customers Only:

 

• If you are prevented from travelling, you may transfer your Holiday to someone else, provided that (i) the person  introduced by you satisfies all the conditions applicable to the Holiday; (ii) we are notified not less than 7 days before the start of your Holiday; (iii) you or the alternative traveler pay any outstanding balance payment, an amendment fee of EUR [30] per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and (iii) the transferee agrees to these Booking Conditions and all other terms of the contract between us. You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges as set out below will apply in order to cover our estimated costs. No refunds will be given for passengers not travelling or for unused services.
   

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 for amendments. Special Event tickets including but not limited to Formula 1 are also non-refundable.
  
  
• 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 cabin and hotel rooms with reductions for more than three (3) people, and 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.
   

Cancellations
 

• If you or any customer named on your Booking wishes to cancel the Booking once a Booking has been confirmed and an invoice or receipt has been issued, the Lead Name must notify the 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 period between the date we receive the written notification and the start of the Holiday, as well as the package type that was purchased. 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. We will refund to you the price paid for the Holiday less the applicable cancellation fees. Please note we cannot refund amendment fees or insurance premiums. We strongly recommend that you take out comprehensive holiday insurance which includes cancellation cover.
  
  
• Cancellation charges vary according to the type of Holiday booked and the particular products/services that are part of your Holiday Package. You will be advised at the time of booking of the relevant cancellation terms and conditions.
   

a)        Cancellation fees for Holiday Packages
 

Number of days between the booked departure date and the written Cancellation is received by us	Cancellation penalty
Before 24 hours or more	EUR30] per booking plus supplier fees including air fees (if any)
within 24hrs & no show	No refund

b)        Cancellation fees for all Holiday Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination involving Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort
 

Number of days between the booked departure date and the written Cancellation is received by us	Cancellation penalty
25 days or more	EUR [30] per booking plus supplier fees including air fees (if any)
24 days or less & no show	No refund

·          All Holidays to Maldives, Seychelles and Mauritius are non-refundable if cancelled within 90 days of the date of booked departure or in case of no show and the cancellation amount equals 100% of the booking value.
 

c)        Cancellation fees for Standalone hotel, car and/ or Activity bookings
 

Number of days between the booked departure date and the written Cancellation is received by us	Cancellation penalty
Before 24 hours or more	EUR [25] per booking plus supplier fees (if any)
within 24hrs & no show	No refund

 

• 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 Etihad Holidays or your Travel 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.
   

d)        Standalone Hotel only bookings
 

·          For all Standalone Hotel only bookings, the cancellation policy of the hotel will be advised at time of booking. Some rate plans are fully non-refundable, other rate plans can be changed, amended or cancelled free of charge until a specified period of time prior to the booked arrival date.  For all changes to standalone Hotel only bookings please refer to the hotel terms and conditions provided at time of booking. In addition to fees imposed by suppliers, Etihad Holidays is charging a fee for all amendments and cancellations.
 

e)        Cancellation By You due to Unavoidable and Extraordinary Circumstances:
 

·          EU Customers Only: You have the right to cancel your confirmed holiday before departure without paying a cancellation fee in the event of Unavoidable and Extraordinary Circumstances” occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the Holiday or significantly affecting the transport arrangements to the destination. In these circumstances, you have the right to cancel your Holiday we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation. 
 

7.   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 or cancel your booking and we reserve the right to do this at any time.
  
  
• If we have to make a Significant Change (as defined below) or cancel your holiday 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 to choose from, within the notified period:
  
  
• (for Significant Changes) accepting the changed arrangements;
  
  
• If available, transferring to another holiday offered by us of a comparable or higher standard (at no extra cost) or where the alternative holiday is of a lower standard, 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).
  
  
• EU Customers: Where we have to cancel your package holiday booking because there are no alternative arrangements available, or if (acting reasonably) you do not accept the changed arrangements we offer, you may be entitled to compensation depending on the circumstances. Please note that no compensation will be payable where we have to cancel your holiday due to Force Majeure, for minor changes or where we make a change or cancel your package holiday more than 60 days before departure.
   

8.  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.
  
  
• Subject to the above conditions, refunds if any will be processed within 14 days of the presentation of the original travel documents and invoice to Etihad Holidays.
  
  
• 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.
   

9.   Our liability to you
 

·          We accept responsibility for ensuring that the Holiday you book with us is supplied as described in your contract. If any travel service included in your Holiday Package is not performed as agreed and we don’t remedy or resolve such deficiency within a reasonable period of time, you will be entitled to a reduction of the price or to cancel your Holiday and to claim compensation for damages resulting from such deficiency, subject to the exclusions set out below. You must inform us without undue delay of any deficiency of the travel services included in the Holiday. If we are unable to remedy the deficiency due to the failure by you to promptly notify us,  , you will have no right to assert claims for reduction or claims for damages. We assume liability for actions and / or omissions of our employees, legal representatives and vicarious agents. Our liability for damages,  is limited to three times the travel price except for personal injuries or damages caused intentionally or with negligence. This liability limit applies per traveler and Holiday.
 

• We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from (i) the acts and/or omissions of the person affected; (ii) the acts and/or omissions of a third party unconnected with the provision of the Holiday and which were unforeseeable or unavoidable; (iii) Unavoidable and Extraordinary Circumstances.
  
  
• A claim for damages against us is limited or excluded to the extent that a claim for damages against the service provider can only be asserted under certain conditions or restrictions or is excluded under certain conditions due to international conventions to which the Warsaw/Montreal Convention (international air travel) and the Paris Convention (hotel brokerage) belong, or due to such based legal regulations which are applicable to the services to be provided by a service provider.
  
  
• You should note that any liability on our part is in any event subject to reduction by any amount paid to you from time to time for the same claim by (i) any employee, agent or supplier of Etihad Holidays who is in any way responsible for the damage and / or (ii) under any relevant insurance policy held by you.
  
  
• It is a condition of our acceptance of liability under this clause that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
  
  
• We do not recommend, arrange or endorse any specific medical services or medical service providers. Notwithstanding anything herein, we will not be liable for any damages, claims, injuries, health risks, losses, liabilities, incidental or consequential damages (collectively known as “damages”) whatsoever and howsoever caused, arising out of, or in connection with, the use or misuse of the medical services received during your Holiday, whether such damages arise in contract, tort, negligence, equity, statute law, or by way of any other legal theory.
  
  
• We will not accept responsibility for services or facilities which do not form part of our contract with you or where they are not advertised in our brochure/on our website. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you. 
  
  
• EU Customers only: Where it is impossible for you to return to your departure point as per the agreed return date of your package Holiday due to Unavoidable and Extraordinary Circumstances, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the limit of three nights per person does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, or to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your Holiday.
   

10. Your responsibility
 

• You must ensure that you and all customers named on your 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. You are solely responsible for all such costs, delays and illness. 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. For Italian customers, further information on travel requirements, vaccinations and other health advice whilst traveling abroad can be found on the website of the Ministry of Foreign Affairs at www.viaggiaresicuri.it .
  
  
• 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. Please see our Privacy Policy https://www.adnecgroup.ae/privacy-policy for further information on how we process your personal data.
  
  
• You are responsible for ensuring that any existing medical conditions or disabilities, which may require special 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 customers named on your Holiday 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.
  
  
• You are responsible and liable for the behavior 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 customers named on your Holiday booking from any Holiday arrangement if you or any of the customer named on your Holiday 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 customers named on your Holiday booking under these circumstances, and there may be criminal prosecution.
  
  
• 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 be considered as a cancellation by you in accordance with section 6 in such circumstances we will have no further responsibility or liability to you or any customers named on your Holiday booking.
  
  
• 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.
  
  
• 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.
   

11.  Insurance
 

• For your own interest we strongly recommend that you purchase a comprehensive holiday insurance policy to travel on your Holiday. Please contact Etihad Holidays or your Travel Agent for details.
   

12. Complaints
 

• We plan all the 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 Sales & Service Team (+35317617475) 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 immediately  in writing to your Travel Agent or to us
  
  
• ADR – EU Customers Only: Please note that we offer an Alternative Dispute Resolution service through our You can also access the European Commission Online Dispute (ODR) Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.
   

13. Important Notice
 

• Etihad Holidays, its employees, officers, directors and shareholders  and its Affiliates, does not own, control or operate any hotel or any land and/or water transportation vehicles including without limitation, helicopters, boats, rental cars, ground transportation vehicles, transport companies, shuttle services, buses, or local tour companies which may offer excursions or tours. Etihad Holidays occasionally enters into contracts with hotels and air, land or water transportation companies, but all such entities are owned and operated by independent contractors. Etihad Holidays is not responsible for any negligent or willful act, omission or failure to act on the part of any such entity or its employees, or of any other third party beyond its direct control.
  
  
• In order to process your booking and to ensure that your Holiday arrangements run smoothly and meet your requirements, we will need to use the information which you provide to us, including your name, contact details special needs/ dietary requirements. We will ensure that proper information security and data privacy measures are in place to protect your information in compliance with the relevant data protection laws. We will share your information with the relevant suppliers concerning your Holidays arrangements. The information may also be provided to security and credit checking companies, public authorities including customs and immigration to the extent necessary for them to fulfil their services and as far as required by them, or as required by the applicable law. Except as set out in these Booking Conditions, we will not share your information with any third-party person who is not a supplier concerning your Holiday arrangements, and with exception with our Affiliates on need to know basis or common group operational purposes. In making the Holiday booking, you consent to providing your personal information and thereby consent to this information being shared with the relevant suppliers under the relevant data protection policy, for the purposes of your booking. Please note that where this information is also held by your Travel Agent, this information will also be subject to your Travel Agent’s data protection policy.
  
  
• The Etihad Holidays name and logo may appear on posted or hand-held signs at your hotel, at the airport of your departure or destination, in vans, buses, coaches or elsewhere during your vacation. This use of the Etihad Holidays name and logo is solely intended to help you identify persons or entities who might provide services to you during your trip, but does not indicate, and should not be understood by you to indicate that Etihad Holidays owns, controls or operates any entity displaying such a sign, or that Etihad Holidays employs or controls any person holding or displaying such a sign.
   

 

14.      Insolvency Protection – EU Customers Only:
 

• The combination of travel services offered to you is a package within the meaning of Directive (EU) 2015/2302 and the Italian Tourism Code. Therefore, you will benefit from all EU rights applying to packages. Etihad Technical Ireland Limited will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, Etihad Holidays have protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes insolvent.

 

Etihad Holidays has taken out insolvency protection with International Passenger Protection Limited (IPP) as Underwriting Agent for Liberty Mutual Insurance Europe SE. This Insurance is only in respect of the Insolvency of Etihad Technical Ireland Limited for all monies paid to us  in respect of Linked Travel & Package Travel Arrangements booked as defined under Directive (EU) 2015/2302
 

If you require to make a claim due to our Insolvency then please contact IPP on +31 10 31 20 666 or claim online  www.ipplondon.co.uk/claims.asp  
 

“HOW TO MAKE A CLAIM – ONLY IN RESPECT OF INSOLVENCY OF THE POLICYHOLDER:
 

You must notify IPP as soon as practically possible giving full details of what has happened quoting the name of your Travel Operator quoting Reference: TOFI CAR IRELAND V1-21 by contacting: Telephone: +31 103120666
 

Email: ippclaims@nl.sedgwick.com or online at https://www.ippmalta.com/claims.asp  “
 

If you book arrangements other than a package holiday from us, your monies will not be financially protected. Please ask us for further details.
 

 

15.      Prompt Assistance – EU Customers Only:
 

·          If, whilst you are on Holiday, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance which is not owing to any failure by us, our employees or sub-contractors we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these Booking Conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party’s negligence. 

 

Applicable on or after 08 June 2022 until further notice.

1.    Definitions
 

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

“Activity” means a transfer, tour, activity or admission to an attraction or special event;
 

“Airline” means Etihad Airways PJSC the national airline of U.A.E.
 

 “Affiliates” means any entity that is wholly or partial owned and under common control by a Party, here Abu Dhabi National Exhibitions Company PJSC.
 

“Booking “means the reservation of one or more Holiday Packages by the Travel Agent
 

 “Cancellation” means the termination of the entire trip.  All other changes to a reservation constitute an “Amendment”;
 

“Child” means a person under the age of 12 years on the relevant return date of travel;
 

“EU Customer” is a person whose place of habitual residence is in the EU, provided that also the place of departure of the Holiday is also in the EU
 

“Etihad Holidays”, “we” or “us” means, for customers in the EU or Switzerland: Capital Holidays (Ireland) Ltd a company registered in Ireland with registered company number 530442 whose registered address is at 6th Floor, 2 Grand Canal Square, Dublin 2, D02 A342, Ireland trading as Etihad Holidays

;
 

“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 package holiday booked by you or on your behalf with us;
 

“Lead Name” means the first named customer on any Holiday booking;
 

“Significant Change” has the meaning set out in section 7 of these Booking Conditions;
 

“Standalone” means a booking for hotels, rental cars and/ or Activity’s without a flight;
 

“Travel Agent” means any agent through whom your Holiday with us is booked;
 

“UAE” means the United Arab Emirates, “KSA” means the Kingdom of Saudi Arabia, “the Netherlands” means the Kingdom of the Netherlands and “EU” means the European Union; and
 

“You” means any customer who is or may be considering the booking of any Holiday and includes all customers named on your Holiday booking who are booking together.
 

2.   The Contract
 

For customers in the EU or Switzerland, your contract is with Capital Holidays (Ireland) Ltd a company registered in Ireland with registered company number 530442 whose registered address is at 6th Floor, 2 Grand Canal Square, Dublin 2, D02 A342, Ireland trading as Etihad Holidays.
 

Thank you for choosing Etihad Holidays. To ensure that you understand the conditions of your particular Holiday, please read the following terms and conditions. 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.
 

The booking confirmation, these conditions and other information in all Etihad Holidays’ brochures, price booklets, separate publicity material and our website, and our Privacy Policy, 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 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.
  
  
• By making a booking with us, you consent to our use of your personal data in accordance with our Privacy Policy and you are authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements).  
  
  
• These conditions do not govern your contract or affect your rights relating to any third party whose services you may separately purchase 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 you are deemed to have agreed to our terms and conditions and 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.
  
  
• Prices are quoted in the currency as determined by your country of booking.
  
  
• Peak travel period surcharge, minimum night stays and holiday blackouts may apply depending on your travel dates. These conditions  are already included in the travel price.
  
  
• All hotel prices are per person based on double occupancy unless otherwise noted and are subject to change without notice.
  
  
• Online Check-in is available for Etihad Airways flights between 48 hours to 1 hour before departure. Airport Check-in opens 4 hours prior to scheduled departure time. Check-in for Economy Class closes 60 minutes prior to scheduled departure time. Check-in for Business Class closes 45 minutes prior to scheduled departure time. Check-in for all flights to the US will close 2 hours before departure for guests who are commencing their journey in Abu Dhabi. The US Preclearance facility at Abu Dhabi closes for acceptance 60 minutes before departure. For check-in times of other airlines please contact the respective airline. It is recommended that you report to the gate at least 30 minutes before the flight departure. Failure to comply with these conditions may result in the loss of your seat to a stand by passenger or cancelation. All other airline terms and conditions of carriage apply as standard. Please refer to https://www.etihad.com/en-gb/legal/conditions-of-carriage
  
  
• Airport/hotel transfers and unique activities require the timely receipt of the complete passenger flight itinerary. If you have made a hotel only booking and fail to provide to Etihad Holidays complete flight itinerary prior to the issuance of travel documents, transfers and Activities, if purchased, will not be provided and there will be no refund for this unused service.
  
  
• All international travelers must present a government issued passport that is valid for at least six months from the date of re-entry. It is the traveler’s responsibility to provide proper documentation and to comply with the laws of each country flown from or to, and to contact the appropriate consulate, embassy and/or immigration department for your destination country for any specific entry requirements and restrictions. If you are traveling under names other than what is printed on your travel documents you must supply an official document issued by the competent authority in which your name change is confirmed. Airlines may require documentation for children traveling without their legal guardian beyond what is mandated by the destination country (e.g. a birth certificate). Please contact Etihad Airways directly at 800 2324 (within the UAE) or +971 2 599 0700 (outside the UAE) or info@etihadholidays.com for details.
  
  
• Room photographs shown are for informational purposes only and may not depict the actual category purchased.
  
  
• These Booking Conditions and any contract between us shall be governed by Dutch law.
  
  
• Both you and we confirm that the courts of the Netherlands shall have exclusive jurisdiction to settle any disputes or claims (including any non-contractual disputes or claims) arising out of or in connection with these booking conditions or the subject matter or form thereof.
   

3.   How to Book
 

• https://www.etihadholidays.com/ or directly with Etihad Holidays Sales & Service Centre via
  
  
• Toll-Free number 800 2324 (within the UAE)
  
  
• Local rates 0345 600 8118 (within the UK)
  
  
• All other countries +971 2 599 0700 (outside the UAE)
  
  
• or through your preferred Travel Agent.
  
  
• When a booking is made via a Travel Agent, all communication with Etihad Holidays must be made via the Travel Agent. Etihad Holidays bears no responsibility or liability of any ex parte communication between Agent and customer. 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.
   

4.   Payment
 

• We accept cash, credit/ debit cards and Etihad Guest Miles.
  
  
• Once full payment has been received for a confirmed booking, Etihad Holidays will issue E-vouchers for services booked. Printed copies of these E-vouchers must be surrendered by you to the relevant supplier of the services, e.g. hotel or ground transportation supplier at the time of availing the respective services.
   

a) Etihad Holidays Packages
 

• A deposit, payable to Etihad Holidays, of maximum 10% of the total package cost shall be due at the time of booking unless specified otherwise. Any non-refundable components of your package, if applicable, including but not limited to travel insurance, airfares, hotels or special event tickets are payable in full at the time of booking. The full balance must be settled no later than 14 days before your departure date. If we do not receive the full 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 6 of these Booking Conditions.
  
  
• A surcharge may apply for bookings made over the phone to the Etihad Holidays Sales & Service Centre instead of booking direct online. Separate payment policies apply to holiday or special event departures.
  
  
• At the time of credit/debit card payment, Etihad Holidays may split the merchant of record payment between Etihad Holidays and the air carrier booked. The Etihad Holidays portion of the payment will be processed immediately. The airline will process payment at the time the air tickets are issued.
   

b) All Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination including Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort
 

• A non-refundable deposit, payable to Etihad Holidays, of maximum 20% of the total package cost shall be due at the time of booking unless specified otherwise. Any non-refundable components of your package, including but not limited to travel insurance, airfares, hotels or special event tickets are payable in full at the time of booking. The full balance must be settled no later than 30days before your departure date. If we do not receive the full 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 6.6 of these Booking Conditions.
  
  
• A surcharge may apply for bookings made over the phone to the Etihad Holidays Sales & Service Centre instead of booking online. Separate payment policies apply to holiday or special event departures.
  
  
• At the time of credit/debit card payment, Etihad Holidays may split the merchant of record payment between Etihad Holidays and the air carrier booked. The Etihad Holidays portion of the payment will be processed immediately. The air carrier will process payment at the time the air tickets are issued.
  
  
  

c) Standalone Hotel, Car and/ or Activity bookings
 

• All Standalone Hotel, Car and/ or Activity bookings or reservations that do not include a flight component are payable in full at time of booking.
   

5.   Holiday Price
 

• Prices do not include passport, visa and health protection fees, cots, car seats and food for infants, transport to your departure airport, porterage, gratuities, meals, handling fees and items of a personal nature unless otherwise noted. Special offers and value-added inclusions may be restricted, modified or withdrawn at any time as long as no package holiday agreement has yet been concluded.  These promotional Activities have no cash value and are non-refundable if not provided or used. All amenities shown for a particular property may not be available in every room category. Special room requests will be communicated to the applicable party but cannot be guaranteed. Additional foreign government departure taxes, fees and tourist cards may be due at the destination by the respective government authority and are not included in your price.
  
  
• Some destinations such as Maldives require resort transfers to be booked prior to arrival in the country. If you do not choose to book these through us you will need to make your own arrangements at least 72 hours before you depart to avoid service failures.
  
  
• If you obtain a quote from us for a booking, but do not book it at the time, we reserve the right to increase or decrease the price at any time before you book.
   

For EU Customers Only:

• Etihad Package Holidays: We reserve the right to increase the price of your confirmed Etihad package holiday booking solely to allow for increases which are a direct consequence of changes in: (i) the price of the carriage of passengers resulting from the cost of fuel or other power sources; (ii) the level of taxes or fees chargeable for services applicable to the holiday imposed by third parties not directly involved in the performance of the holiday, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; and (iii) the exchange rates relevant to the package holiday. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges and/or additional services or travel arrangements. You will be charged for the amount over and above that.  However, if this means that you have to pay an increase of more than 8% of the price of your confirmed holiday (excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date printed on your final invoice. Should the price of your Holiday go down due to the changes mentioned above, then any refund due will be paid to you less an administrative fee of  EUR10. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place. There will be no change made to the price of your confirmed holiday within 20 days of your departure nor will refunds be paid during this period.
   

Air transportation
 

• Airfares are based on the lowest applicable airfare available under the Etihad Holidays program at the time of booking and are subject to change if you decide to change your flight (e.g. flight date, itinerary). Etihad Holidays can guarantee your airfare only after receipt of full payment. Changes in flight itineraries after the issuance of tickets may result in increased airfares, additional surcharges, or non-changeable & non-refundable flights.
  
  
• Airline baggage allowance will be as per the fare type purchased as part of your package. Please note baggage allowances can vary significantly with respect to size and weight restrictions. The number of carry-on pieces allowed may also vary by airport or airline. Please consult your travel agent or contact your respective airport and airline prior to travel.
  
  
• Please see Etihad Airways baggage policy at www.etihad.com/en-ae/before-you-fly/baggage-information/ to see what baggage fees apply and other applicable conditions of carriage at www.etihad.com/en-ae/legal/conditions-of-carriage/. Etihad Holidays also offers flights via other airlines, including but not limited to Etihad Airways Partners or equity and/ or code share partners. These airlines may impose additional charges for checked luggage which is collected by the airline at check-in.
  
  
• Etihad Guest® members earn Etihad Guest® miles equal to actual flight miles with the purchase of a Flight inclusive package holiday, plus any additional bonus miles where applicable... Etihad Guest® miles can also be redeemed for Etihad Holidays packages. Please specify your valid Etihad Guest® membership number at the time of booking. For any questions regarding your Etihad Guest® accrual call 800 2324 (within the UAE) or +971 2 599 0700 (outside the UAE). If you pay your Etihad Holiday with Etihad Guest® miles and you cancel your Holiday, a refund in miles or cash is not possible. In this case, only a rebooking to another date is possible.
  
  
• EU Customers – Flight delays: If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other transport supplier concerned immediately. Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be published at EU airports and will also be available from airlines. If the airline does not comply with these rules you have the possibility to turn to the applicable regulatory body for aviation in your country.. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday price from us. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight.     
   

Hotel price, hotel taxes and service fees
 

• Etihad Holidays markets hotels under a “prepaid” model, where we collect the full amount from you in advance and manage the payments to the hotel/Activity/third party reservation facilitator on your behalf. The booking shall be made by Etihad Holidays on your behalf and it shall include two components to the reservation: amounts being paid by Etihad Holidays to the hotel/Activity/third party reservation facilitator on your behalf as well as compensation for services retained by Etihad Holidays. In connection with facilitating your booking, the amount you are charged will include tax recovery charges and service fees. This amount includes an estimate to recover any amount paid to the hotel/Activity/third party reservation facilitator related to your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax, goods and services tax, and/or other similar taxes. The amount paid to the hotel/Activity/third party reservation facilitator in connection with your reservation for taxes may vary from the amount estimated and include in the amount charged to you. The amount charged to you also includes an amount to compensate Etihad Holidays for services in connection with the handling of your reservation.
  
  
• Etihad Holidays is not the vendor collecting and remitting taxes to the applicable taxing authorities. Hotel/Activity/third party reservation facilitator, as vendors, include applicable taxes in the amounts displayed by Etihad Holidays and we hand over such amounts directly to the vendors. Some hotels may charge a “resort fee” or “city tax” upon check in that you are responsible for.
   

Rental car
 

• Rates for holidays including a rental car do not include state/local taxes, petrol, optional insurance, Collision Damage Waiver (CDW), under age driver charges if under the age of 25, or airport charges, which are payable directly to the rental car company. Rental car drivers must be 21 years of age or older. A valid driver’s license and an , international credit card in driver’s name are required. Car rental companies may require additional taxes and fees to be paid by you at their rental counter when renting a vehicle.
   

6.   Changes or cancellation by you
 

To avoid change fees and cancellation fees we highly recommend you purchasing comprehensive travel insurance.  A change to the departure date, a change in name (exceptions may be permitted for small corrections, i.e. name changes up to 3 letters), a reduction to the number in the party, rebooking airfare, and/or the termination of the entire trip shall be construed as a cancellation. All other changes to a reservation constitute an amendment. All amendments are subject to availability and the terms and conditions at time of booking and the airline conditions of carriage as applicable.
 

Amendments
 

• 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. Cancellation terms will depend on the nature of the services, the type of Holiday and package type booked:
   

a)        Amendment fees for Etihad Holidays Packages
 

Number of days between the booked departure date and the date your request for Revision is received by us	Etihad Holidays Amendment fee
Before 24 hours or more	EUR 30 per booking plus supplier fees including air fees (if any)
Inside 24hrs & no show	No amendment possible

b)        Amendment fees for Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination involving Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort)
 

Number of days between the booked departure date and the date your request for Revision is received by us	Etihad Holidays Amendment fee
25 days or more	EUR [30] per booking plus supplier fees including air fees (if any)
24 days or less & no show	No amendment possible

c)        Amendment fees for Standalone hotel, car and/ or Activity bookings
 

Number of days between the booked departure date and the date your request for Revision is received by us	Etihad Holidays Amendment fee
Before 24 hours or more	EUR [30] per booking plus supplier fees (if any)
Inside 24hrs & no show	No amendment possible

Transfer of Booking –EU Customers Only:
 

• Etihad Package Holidays: If you or any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, provided (i) that person is introduced by you and satisfies all the conditions applicable to the Holiday; we are notified not less than 7 days before departure; (ii) you or the alternative traveler pay any outstanding balance payment, an amendment fee of EUR [25] per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and (iii) the transferee agrees to these booking conditions and all other terms of the contract between us. You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges as set out in clause 6.6 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.
   

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 for amendments. Special Event tickets including but not limited to Formula 1 are also non-refundable.
  
  
• 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 cabin and hotel rooms with reductions for 3 + people, and 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.
   

Cancellations by you
 

• If you or any customer named on your Holiday booking 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 and the package type that was purchased. 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)        Cancellation fees for Etihad Holidays Packages
 

Number of days between the booked departure date and the written Cancellation is received by us	Cancellation penalty
Before 24 hours or more	EUR30] per booking plus supplier fees including air fees (if any)
Inside 24hrs & no show	No refund

b)        Cancellation fees for all Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination involving Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort
 

Number of days between the booked departure date and the written Cancellation is received by us	Cancellation penalty
25 days or more	EUR [30] per booking plus supplier fees including air fees (if any)
24 days or less & no show	No refund

 

• All Holidays to Maldives, Seychelles and Mauritius are non-refundable if cancelled within 90 days of the date of booked departure or in case of no show and the cancellation amount equals 100% of the booking value.

 

c)        Cancellation fees for Standalone hotel, car and/ or Activity bookings
 

Number of days between the booked departure date and the written Cancellation is received by us	Cancellation penalty
Before 24 hours or more	EUR [25] per booking plus supplier fees (if any)
Inside 24hrs & no show	No refund

 

• 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.

 

d)        Standalone Hotel only bookings
 

·          For all Standalone Hotel only bookings, the cancellation policy of the hotel will be advised at time of booking. Some rate plans are fully non-refundable, other rate plans can be changed, amended or cancelled free of charge until a specified period of time prior to the booked arrival date.  For all changes to standalone Hotel only bookings please refer to the hotel terms and conditions provided at time of booking. In addition to fees imposed by suppliers, Etihad Holidays is charging a fee for all amendments and cancellations.
 

e)        Cancellation By You due to Unavoidable & Extraordinary Circumstances (EU Customers):
 

·          EU Customers Only: You have the right to cancel your confirmed holiday before departure without paying a cancellation fee in the event of “unavoidable and extraordinary circumstances” occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday or significantly affecting the transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation.  Please note that your right to cancel in these circumstances will only apply where the circumstances are beyond the control of the parties and its consequences could not have been avoided if all reasonable measures had been taken. For the purposes of this clause, “unavoidable and extraordinary circumstances” means inter alia warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.
 

7.   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 or cancel your booking and we reserve the right to do this at any time.
  
  
• If we have to make a Significant Change (as defined below) or cancel your holiday 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 to choose from, within the notified period:
  
  
• (for Significant Changes) accepting the changed arrangements;
  
  
• If available, transferring to another holiday offered by us of a comparable or higher standard (at no extra cost) or where the alternative holiday is of a lower standard, 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).
  
  
• EU Customers: Where we have to cancel your package holiday booking because there are no alternative arrangements available, or if (acting reasonably) you do not accept the changed arrangements we offer, you may be entitled to compensation depending on the circumstances. Please note that no compensation will be payable where we have to cancel your holiday due to Force Majeure, for minor changes or where we make a change or cancel your package holiday more than 60 days before departure.
   

8.  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.
  
  
• Subject to the above conditions, refunds if any will be processed within 21 days of the presentation of the original travel documents and invoice to Etihad Holidays.
  
  
• 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.
   

9.   Our liability to you
 

• We accept responsibility for ensuring that the Holiday you book with us is supplied as described in our brochure or on our website. If any part of the Holiday has a travel deficiency and we don’t remedy or resolve such deficiency within a reasonable period of time, you will be entitled to compensation besides a reduction of the price or a cancellation. You must inform us without undue delay of any travel deficiency in the Holiday. As far as we could not remedy the defect due to a culpable omission of the notice of defects, you can neither assert claims for reduction nor claims for damages. We assume liability for actions and / or omissions of our employees, legal representatives and vicarious agents. Our liability for damages, which are not bodily injuries, is limited to three times the travel price, as far as a damage of the traveller was not caused culpably. For all claims for damages directed against us from unlawful acts, which are not based on intent or gross negligence, the liability for property damage is limited to the amount of three times the travel price. These maximum liability sums apply per traveller and holiday.
  
  
• We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from (i) the acts and/or omissions of the person affected; (ii) the acts and/or omissions of a third party unconnected with the provision of the Holiday and which were unavoidable and extraordinary; (iii) Force Majeure.
  
  
• A claim for damages against us is limited or excluded to the extent that a claim for damages against the service provider can only be asserted under certain conditions or restrictions or is excluded under certain conditions due to international conventions to which the Warsaw/Montreal Convention (international air travel) and the Paris Convention (hotel brokerage) belong, or due to such based legal regulations which are applicable to the services to be provided by a service provider.
  
  
• 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.
  
  
• It is a condition of our acceptance of liability under this clause that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
  
  
• We do not recommend, arrange or endorse any specific medical services or medical service providers. Notwithstanding anything herein, we will not be liable for any damages, claims, injuries, health risks, losses, liabilities, incidental or consequential damages (collectively known as “damages”) whatsoever and howsoever caused, arising out of, or in connection with, the use or misuse of the medical services received during your Holiday, whether such damages arise in contract, tort, negligence, equity, statute law, or by way of any other legal theory.
  
  
• We will not accept responsibility for services or facilities which do not form part of our contract with you or where they are not advertised in our brochure/on our website. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you. 
  
  
• EU Customers only: Where it is impossible for you to return to your departure point as per the agreed return date of your package Holiday due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the 3-night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your Holiday. For the purposes of this clause, “unavoidable and extraordinary circumstances” mean warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point.
   

10. Your responsibility
 

• 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. You are solely responsible for all such costs, delays and illness. 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. For Dutch customers, further information on vaccinations and other health advice whilst traveling abroad can be found here GGD Reisvaccinaties   https://www.ggdreisvaccinaties.nl/
  
  
• 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. Please see our Privacy Policy https://www.adnecgroup.ae/privacy-policy for further information on how we process your personal data.
  
  
• 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 customers named on your Holiday 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.
  
  
• You are responsible and liable 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 customers named on your Holiday booking from any Holiday arrangement if you or any of the customer named on your Holiday 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 customers named on your Holiday booking under these circumstances, and there may be criminal prosecution.
  
  
• 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 authorised 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 be considered as a cancellation by you in accordance with section 6 in such circumstances we will have no further responsibility or liability to you or any customers named on your Holiday booking.
  
  
• 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.
  
  
• 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.
   

11.  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.
   

12. Complaints
 

• We plan all the 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 Sales & Service Team (+ 0035317617475 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 immediately  in writing to your Travel Agent or to Capital Holidays (Ireland) Ltd a company registered in Ireland with registered company number 530442 whose registered address is at 6th Floor, 2 Grand Canal Square, Dublin 2, D02 A342, Ireland trading as Etihad Holidays. or by e-mail to feedback@etihad.ae
  
  
• You can also access the European Commission Online Dispute (ODR) Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.
   

13. Important Notice
 

• Etihad Holidays, its employees, officers, directors and shareholders (collectively, “Etihad Holidays”) and those of its Affiliates, does not own, control or operate any hotel or any land and/or water transportation vehicles including without limitation, helicopters, boats, rental cars, ground transportation vehicles, transport companies, shuttle services, buses, or local tour companies which may offer excursions or tours. Etihad Holidays occasionally enters into contracts with hotels and air, land or water transportation companies, but all such entities are owned and operated by independent contractors. Etihad Holidays is not responsible for any negligent or wilful act, omission or failure to act on the part of any such entity or its employees, or of any other third party beyond its direct control.
  
  
• In order to process your booking and to ensure that your Holiday arrangements run smoothly and meet your requirements, we will need to use the information which you provide to us, including your name, contact details special needs/ dietary requirements. We will ensure that proper information security and data privacy measures are in place to protect your information in compliance with the relevant data protection laws. We will share your information with the relevant suppliers concerning your Holidays arrangements. The information may also be provided to security and credit checking companies, public authorities including customs and immigration to the extent necessary for them to fulfil their services and as far as required by them, or as required by the applicable law. Except as set out in these Booking Conditions, we will not share your information with any third-party person who is not a supplier concerning your Holiday arrangements, and with exception with our Affiliates on need to know basis or common group operational purposes. In making the Holiday booking, you consent to providing your personal information and thereby consent to this information being shared with the relevant suppliers under the relevant data protection policy, for the purposes of your booking. Please note that where this information is also held by your Travel Agent, this information will also be subject to your Travel Agent’s data protection policy.
  
  
• The Etihad Holidays name and logo may appear on posted or hand-held signs at your hotel, at the airport of your departure or destination, in vans, buses, coaches or elsewhere during your vacation. This use of the Etihad Holidays name and logo is solely intended to help you identify persons or entities who might provide services to you during your trip, but does not indicate, and should not be understood by you to indicate that Etihad Holidays owns, controls or operates any entity displaying such a sign, or that Etihad Holidays employs or controls any person holding or displaying such a sign.
   

 

14.      Insolvency Protection – EU Customers Only:
 

·          The combination of travel services offered to you is a package within the meaning of Directive (EU) 2015/2302. Therefore, you will benefit from all EU rights applying to packages. Etihad Technical Ireland Limited will be fully responsible for the proper performance of the package as a whole. Additionally, as required by law, Etihad Technical Ireland Limited have protection in place to refund your payments and, where transport is included in the package, to ensure your repatriation in the event that it becomes insolvent.

 

Etihad Technical Ireland Limited has taken out insolvency protection with International Passenger Protection Limited (IPP) as Underwriting Agent for Liberty Mutual Insurance Europe SE. This Insurance is only in respect of the Insolvency of Etihad Technical Ireland Limited for all monies paid to us (Etihad Technical Ireland Limited) in respect of Linked Travel & Package Travel Arrangements booked as defined under https://eur-lex.europa.eu/eli/dir/2015/2302/oj
 

If you require to make a claim due to our Insolvency then please contact IPP on +31 10 31 20 666 or claim online  https://www.ipplondon.co.uk/claims.asp
 

“HOW TO MAKE A CLAIM – ONLY IN RESPECT OF INSOLVENCY OF THE POLICYHOLDER:
 

You must notify IPP as soon as practically possible giving full details of what has happened quoting the name of your Travel Operator quoting Reference: TOFI CAR IRELAND V1-21 by contacting: Telephone: +31 103120666
 

Email: ippclaims@nl.sedgwick.com or online at https://www.ippmalta.com/claims.asp  “
 

If you book arrangements other than a package holiday from us, your monies will not be financially protected. Please ask us for further details.
 

 

15.      Prompt Assistance – EU Customers Only:
 

• If, whilst you are on Holiday, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance which is not owing to any failure by us, our employees or sub-contractors we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these Booking Conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party’s negligence. 

 

Applicable on or after 08 June 2022 until further notice.