How can we help

Most popular questions

Answers to our most frequently asked questions just one click away.

The easiest way to view your bookings or make changes to an upcoming flight is at etihad.com/manage. From there you can update your contact details, book extras like bags and seats, check in, download your boarding pass and make additional requests for things like meals and assistance.

If you booked through a travel agent, you will need to be speak to them directly to make any changes.

Whether you can make changes to your flight or not depends on the fare that you've booked. Some of our fares offer free and flexible changes, so always check before you book.

*The quickest way to view or manage your booking is to visit etihad.com/manage
*A fee may apply to change or cancel your flight, depending on the route and fare <link: Fare page> that you’ve booked
*If you've booked multiple fares, the most restrictive fare rule will apply
*If you need to cancel your booking, your refund will be subject to the fare rules of your original ticket
*You can make changes to your flight up to four days before you fly
*You will not be charged a change or refund fee in the unfortunate event of the death of a guest or an immediate family member (official documentation is required)
*You can request a refund up to four hours before your flight, otherwise a no-show fee will be applied.

Changes to a GuestSeat are permitted up to seven days before you fly. You may be charged the fare difference in Etihad Guest Miles along with a AED 100 fee.  You can also cancel a GuestSeat up to one day before your departure, but you will be charged a 75% refund fee.

If you’re an Etihad Guest Platinum member and have selected ‘Same Day Flexibility’ as one of your Custom Benefits, you can change your flight to an alternative one on the same route and date, subject to availability.

If you do not turn up for your flight, you will still be charged and will not be entitled to a refund. 
More FAQs

Please let us know that your baggage has not arrived before you leave the airport. We’ll give you a Property Irregularity Report (PIR), which you’ll need to track your bags, to organise a delivery or to make a claim in the future.

 

Track your bags

If your baggage or its contents has been damaged, please let us know as soon as possible. Visit the arrivals desk before you leave the airport, or contact us in writing within seven days. We’ll give you a Property Irregularity Report (PIR), which you’ll need to make a claim.

 

Help with damaged bags

If your flight was operated by Etihad Airways, please contact our Baggage Services team within 21 days. If you flew with another airline, you’ll need to get in touch with them directly.

More FAQs

You can travel with more than one child as long as they are aged two years or older.

If you’re travelling with more than one infant under two, every infant must be accompanied by an adult aged 18 or over.

You’re welcome to breastfeed on board, and you may wish to bring a muslin or scarf to cover up whilst you do so. Blankets, where available, can be requested from our cabin crew for additional privacy.

 

We provide bottled drinking water on board which you are welcome to use to make your baby’s milk.

It is Etihad policy to sit children under five next to their paents at no extra cost. 

 

We’ll always try our best to make sure that families are seated together, though we recommend booking in advance to reserve your preferred seats. Some of our fares include a free choice of seat and Extra legroom seats so always check before you book. 

 

If you’ve booked your tickets separately, you have a few options. You can book a seat for each individual ticket at etihad.com/manage, using our seat map to find seats close together. Or you can contact us and we’ll book your seats for you.

 

For flights to Canada and the U.S.we will seat children under 14 near a parent or guardian at no extra cost. For children aged four or younger, we will provide a seat next to an adult. For children aged five to 14, if we can’t seat them next to an adult, we will try to seat them in the same row, with no more than one seat in between. If this isn’t possible, we will ask for volunteers to change seats.

 

If you are travelling with up to two children under 12, you can choose seats next to you online for free. Visit Etihad.com/manage to select your seats. If you are travelling with three or more children, or if your children are older than 12, please call us after booking your ticket, and we will help with seating.

More FAQs

If you require a wheelchair, please request one at etihad.com/manage at least 48 hours before your flight. That way, we can make sure everything is in place for a smooth journey.  

So that we’re able to assist everyone who needs support, wheelchairs may only be requested for guests with a disability or mobility issue.

You can bring your own wheelchair for free in addition to your checked baggage allowance. The height of the wheelchair should not exceed 120cm. Some battery-powered wheelchairs and mobility aids require prior approval. Find out more on our website or get in touch.

If you have a physical or cognitive disability, remember to visit etihad.com/manage to request medical assistance before you book your seat. Then, select your seat for free online or by calling us.  

More FAQs

If both of your flights are operated by Etihad and booked together, we’ll automatically rebook you on the next available flight, and you can check the new details at etihad.com/manage.

If your connecting flight is with another airline, please contact them directly for help.

For any Etihad flight, please make sure your contact details are up to date by visiting etihad.com/manage, so we can notify you about any changes to your trip.

You may be eligible for a refund, subject to certain conditions. If your flight has been delayed, we’ll email you with the options available to you, including whether you’re eligible for a refund. 

Read more about your rights

It is rare that Etihad Airways flights are cancelled, and we apologise for the inconvenience. 

You’ll receive an email letting you know what options are available to you next. If you have a connecting flight, options for rebooking your entire itinerary will be provided.     

If your flight is cancelled more than three days in advance, you’ll find alternative flight options at etihad.com/manage. For cancellations from two days before departure, our team will actively assist you in rebooking your flight.

Always ensure your contact details are up to date at etihad.com/manage so that we can contact you about changes to your flight. 

Read more about your rights

More FAQs

Anyone aged two-years-old and above can join Etihad Guest. If you are a company or organisation interested in joining our programme, please visit BusinessConnect.

It's easy and quick to join. Become an Etihad Guest member today to enjoy exclusive rewards and benefits, including free access to our Wi-Fi Chat package throughout your flights. Here are three simple ways to sign up:

  1. Fill out a short form and join online.
  2. Join when booking your flight.
  3. Once onboard, connect your device to the Wi-Fi and fill out the short form to enrol.

To make sure that your password is secure, it must include:

  • A minimum of eight characters
  • At least one uppercase letter
  • At least one lowercase letter
  • At least one numeric value
  • One special character
More FAQs

Get in touch

Direct Message

Send us a direct message on our social channels and we will get back to you soon

Online Chat

Use our chat bot or let us connect you to an agent for specific queries.

Chat now

Call us

Still need help? Give us a call.

Contact us