• Etihad Airways website - Terms and Conditions (To view our terms and conditions in Arabic, please click here)
• Etihad Guest Programme - Terms and Conditions
• Etihad Airways website - Terms and Conditions
The www.etihadairways.com, www.etihadholidays.com, www.etihadguest.com and www.crystalcargo.com websites, (hereinafter individually and collectively referred to as the "Etihad Websites"), are owned and operated by Etihad Airways P.J.S.C. ("Etihad") which is a Public Joint Stock Company established by Emiri Decree and is incorporated in the Emirate of Abu Dhabi, United Arab Emirates. Please review these terms and conditions carefully before using the Etihad Websites.
• Agreement Between You and Etihad
• Modification of Terms
• Site Availability
• Disclaimer of Warranties and Limitation of Liability
• Acceptable Use
• Copyright and Trademarks
• Website Bookings
• Use of Credit card
• Conditions of Carriage
• Travel Requirements
• Privacy Policy
• Indemnity
• Links to Third-Parties' Websites
• Complaints
• Choice of law and jurisdiction
Agreement Between You and Etihad
By accessing and using the Etihad Websites, you agree to accept, without modification, limitation or qualification, the terms and conditions contained herein (the "Agreement"). You represent and warrant you possess the legal right and ability to enter into this Agreement and to use the Etihad Websites in accordance with all terms and conditions herein.
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Modification of Terms
Etihad tries to ensure that the information contained in the Etihad Websites is as accurate as possible. However, inaccuracies may arise from time to time. Etihad accepts no responsibility for any errors in the information contained in the Etihad Websites.
The Etihad Websites contain, inter alia, information about the products and services Etihad or a third party is offering. This information and all other material on the Etihad Websites are provided in good faith. By using the Etihad Websites you agree and acknowledge that Etihad may update, change or amend the Terms and Conditions and Customer Care Policy and/or other information provided on the Etihad Websites at any time without advance notice. Changed terms and conditions will become effective once posted on the Etihad Websites, and will not have any retrospective effect on existing contractual arrangements made through Etihad Websites. You should re-read these terms and conditions every time you visit the Etihad Websites to ensure that you aware of all the relevant terms and conditions. Accordingly, your continued access and use of the Etihad Websites after any change is deemed to be your acceptance of the modified terms and conditions.
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Site Availability
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.
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Disclaimer of Warranties and Limitation of Liability
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.
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Acceptable Use
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 an internet service provider or relevant authorities;
• take legal action against you.
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Copyright and Trademarks
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, Crystal 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.
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Website Bookings
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 bookings cannot be made online and unaccompanied minor bookings also need to be made via our call centres.
You may make bookings up to 5 days before departure.
You may book a flight in the Class of your choice-Diamond First, Pearl Business or Coral Economy. 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. All reservations, including modifications and cancellations are subject to the Terms and Conditions, Customer Care Policy and General Conditions of Carriage.
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Use of Credit card
We accept Credit cards issued by Visa &, MasterCard for online bookings. Your credit card will be debited when you click on the confirm button. The tickets shall be delivered to you based on your selection of the method of delivery and upon satisfactory proof of identity. In respect of Electronic Tickets, The form of identity submitted during the booking process will be required at the time of your check-in. Therefore you are required ensure that you carry the correct form of identification when using an Electronic Ticket.
We will make every effort to maintain confidentiality when securing an online payment. 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.
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Conditions of Carriage
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
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.
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Travel Requirements
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.
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Privacy Policy
Please click here to view our Privacy Policy.
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Indemnity
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.
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Links to Third-Parties' Websites
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.
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Complaints
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.
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Choice of law and jurisdiction
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.
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• Etihad Guest Programme - Terms and Conditions
1. Introduction
2. Membership
2.1. Enrolment
2.2. Etihad Guest Cards
2.3. Loss or Damage of Etihad Guest Card
2.4. Cancellation of Membership
3. Family Membership
4. Personal Data Changes
5. Guest Tiers
6. Earning Etihad Guest Miles
6.2. Crediting Etihad Guest Miles
6.3. Mileage Statements
6.4. Retroactive Mileage Claim
7. Partners
8. Earning Miles with Etihad Guest Partners
9. Redeeming Etihad Guest Miles
9.2. Flight Rewards
9.3. Ticketing of Flight Rewards
9.4. Upgrade
9.5. Change/Cancellation/loss of a Reward ticket
9.6. Partner Rewards
10. Etihad Guest Reward Shop Rules
10.1. Use of the Reward Shop
10.2. Reward Redemption
10.3. Relationship between You and Merchant
10.4. Reward Payment
10.5. Terms of Reward Redemption
10.6. Returned, Delayed and Defective Rewards
10.7. Raffles
10.8. Auctions
10.9. Personal Information
10.10. No Warranties
10.11. Limitation of Liability
10.12. Copy Rights/Trade Marks
10.13. Access to Password Protected/Secure Areas
10.14. Exchange Rates
11. Auditing
12. Changes or Termination of the Etihad Guest Programme
13. Law and Jurisdiction
14. Definitions
1. Introduction
Dear Guest,
These Terms and Conditions form the basis of the Etihad Guest programme. They would apply to the relationship between Etihad Airways and the members of the Etihad Guest programme and are intended to protect both our members and Etihad Airways. It is your responsibility to read and understand them. They contain very important information about your rights and obligations, as well as limitations and exclusions that may apply to them. The definitions are set out at the end of these Terms and Conditions.These Terms and Conditions are effective as at the date of publication and may be changed/modified by Etihad Airways at any time.
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2. Membership
2.1. Enrolment
2.1.1. Application to join the Etihad Guest programme deems acceptance of all Terms and Conditions of the said programme.
2.1.2. Subject to local laws, application to join the Etihad Guest programme is open to any individual who is at least two years of age.
2.1.3. Membership of the Etihad Guest programme is open only to individuals. It is not open to companies, trusts, partnerships or other entities
2.1.4. Etihad Guest membership is not transferable.
2.1.5. To apply for membership, you must complete the Enrolment Form and provide all mandatory details. Applications in respect of Members under 18 years of age must be completed on their behalf by a parent or a guardian. Redeeming miles can be done only by Members who can enter into legally binding contracts under applicable law. Etihad Airways may accept or reject any application at its absolute discretion.
2.1.6. The start date of your membership will be the date the Enrolment Form was signed or the date the application was made via the web, telephone or at the Etihad Guest Service Centre. If an application is rejected then any benefit that may have been accrued will be null and void.
2.1.7. It is your responsibility to ensure that you take appropriate care of your Etihad Guest Card with your Etihad Guest Number to prevent unauthorized persons from accessing your account.
2.1.8. When you enrol into the Etihad Guest programme, you will either select a secure password, or one will be supplied to you. This password will be used to authenticate members wishing to perform transactions via the web.
2.1.9. You should not disclose this password to another person. Please make sure that your password is not written down and kept with your Etihad Guest Card.
2.2. Etihad Guest Cards
2.2.1. A permanent Etihad Guest Card will be issued after a member has earned 1500 Miles or has taken 3 flights, whichever comes first.
2.2.2. The Etihad Guest Card may only be used by the member named on that card. The Etihad Guest Card is not a credit card and is used for the purpose of identification only.
2.2.3. The Etihad Guest Card is the property of Etihad Airways and must be returned whenever requested.
2.2.4. Etihad Airways and Etihad Guest Partners have the right to require you to produce your membership card and quote the membership number at any time while booking, ticketing, or while travelling on or claiming a Reward.
2.3. Loss or Damage of Etihad Guest Card
2.3.1. In the event of loss, theft or unauthorized use of your Etihad Guest Card, it is your responsibility to inform Etihad Airways as soon as possible. You are liable for all use of your Etihad Guest Card or Etihad Guest Number until we are notified of the loss or unauthorized use of your card.
2.3.2. Etihad Guest Cards that have been lost or misplaced can be replaced via the Etihad Guest Service Centre. Such replacement of Etihad Guest Cards will be subject to a fee of 500 Etihad Guest Miles. Etihad Guest Silver and Etihad Guest Gold members will be allowed to have one replacement in any 12 month period free of charge.
2.3.3. Etihad Guest luggage tags that have been lost or misplaced can be replaced via the Etihad Guest Service Centre. Such replacement of luggage tags will be subject to a fee of 1,000 miles.
2.3.4. Replacement of both an Etihad Guest Card and Etihad Guest Luggage tags will be subject to a fee of 1,250 Miles.
2.4. Cancellation of Membership
2.4.1. You may at any time cancel your membership by providing written notice to Etihad Airways. Upon receipt of the notice, we will cancel the relevant membership and all accumulated Miles in your membership account will immediately expire. Accordingly, we would like you to carefully plan all cancellations to avoid any unintentional loss of accumulated Miles.
2.4.2. Etihad Airways retains the right to cancel your membership in the event of any breach of the membership Terms & Conditions. Any Reward booking made by you either before or after the date of breach will be subject to review, and possible cancellation, by us.
2.4.3. After a period of thirty six months of inactivity by you, Etihad Airways reserves the right to terminate your membership account.
2.4.4. An Etihad Guest Account will be automatically terminated on the death of the member. Miles accumulated prior to this will be cancelled. However, Etihad Airways may, at its own discretion, reinstate Etihad Guest Miles in favour of the heirs of the deceased upon application of his/her representative, or in the case of a Family Membership, in favour of the nominee appointed by the remaining Family Guest Members.
2.4.5. If Etihad Airways terminates or cancels your membership, all accumulated Etihad Guest Miles and Etihad Guest Tier Miles are deemed to have expired and will immediately be removed from your membership account.
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3. Family Membership
3.1.1. Etihad Guest members from the same family may elect to pool their mileage by starting a Family Membership. One member from the family is designated as the Family Head. As a Family Head you may nominate a maximum of eight family members (Family Guests) to be enrolled in your Family Membership.
3.1.2. The Family Head is required to be a minimum of 21 years of age.
3.1.3. Family members eligible to become Family Guests are: brothers, sisters, father, mother, spouse(s), children, grand children, grand parents, parents-in-law, step parents, step children, step siblings, step grand children, and one household help.
3.1.4. Family Guests will be issued with individual membership numbers and cards.
3.1.5. A Family Guest may only be registered in respect of one Family Head’s account.
3.1.6. A Family Guest must be an existing Etihad Guest member; otherwise they must enrol first and then be nominated into a Family Membership. Once listed as a Family Guest, such members cannot be replaced for a period of 12 months
3.1.7. All correspondence pertaining to the Family Membership will be sent to the Family Head.
3.1.8. Family Guests will be able to accrue Etihad Guest Tier Miles and attain/maintain their own level within the Etihad Guest programme. However all Etihad Guest Miles will be automatically transferred to and accumulated under the account of the Family Head.
3.1.9. Either the Family Head or the Family Guest on their own may cancel the participation of a Family Guest at any time by giving written notice to the Etihad Guest Service Centre. However, the Etihad Guest Miles accumulated in the Family Membership will remain with the Family Head and are not transferable or divisible on separation.
3.1.10. The Family Head maintains exclusive control of the account balance and as such controls all redemptions made through the Family Membership.
3.1.11. Etihad Airways retains absolute discretion to accept or reject any application for Family Membership and to cancel any member’s account in the event of breach of the terms and conditions of the Etihad Guest programme.
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4. Personal Data Changes
4.1.1. You must provide Etihad Airways with a correct mailing address and email address (optional). If you change your mailing address/email address you should notify the Etihad Guest Service Centre in writing or via the programme website or via telephone.
4.1.2. Change of name and/or date of birth must be supported by legal documentation.
4.1.3. From time to time, the data you have furnished to Etihad Airways may be used to bring you relevant and valuable offers from Etihad Guest Partners. If you have any objection regarding the use of your data, you may request that your data be not used for such purposes.
4.1.4. If more than one account number has been assigned to you in error or oversight, the accounts will be combined and the miles transferred to one single account, less any duplicated bonuses or miles from the same activity. The other accounts will then be terminated.
4.1.5. This merging of accounts can be requested by you or can be conducted at Etihad Airways’ discretion.
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5. Guest Tiers
5.1.1. The number of Etihad Guest Tier Miles or the qualifying flights required for each tier, and the benefits and privileges provided to a member at each Guest Tier are detailed in the member guide and may be changed at any time without notice.
5.1.2. A member may earn Etihad Guest Tier Miles for qualifying flights on Etihad Airways flights or Etihad Airways partner airline flights as specified in the latest Etihad Guest communication as issued from time to time.
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6. Earning Etihad Guest Miles
6.1.1. You may earn Etihad Guest Miles from the day you enrol in the Etihad Guest programme by travelling with us or by using other products or services supplied by participating Partners as specified in the latest Etihad Guest communication as issued from time to time. Etihad Airways will credit the Etihad Guest Account of the member irrespective of the identity of the person or the entity paying for the ticket or services. Members are personally responsible for informing any third party or entity paying for the ticket or services including but not limited to the Member’s employer in respect of the advantages obtained through the Etihad Guest programme.
6.1.2. All mileage and subsequent Rewards must be earned according to the terms and conditions of the Etihad Guest programme.
6.1.3. 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 paying for other qualifying products or services.
6.1.4. Etihad Airways reserves the right to make Etihad Guest Miles and promotional offers available to selected members based on flight activity, geographic location, programme participation or information supplied by the member.
6.1.5. Etihad Guest Miles will be issued only for flights actually flown by you and will be based on the class of the ticket you have paid for and will not reflect any complimentary upgrades.
6.1.6. Only qualifying fares on Etihad Airways or Etihad Guest Partner Airlines qualify for mileage credit. The following fare types will not qualify for mileage credit - travel industry reduced rates, free or non revenue tickets, military or government tickets, charter flights, bus routes and any other fares that are from time to time declared by Etihad Airways to be ineligible for mileage credit.
6.1.7 Travel taken on Etihad Airways Code share flights operated by Etihad Airways with an EY flight number qualify for mileage credit. Etihad Airways code share flights (excluding FFP partners) operated by another carrier will not qualify for Etihad Guest Miles unless otherwise specified*
* Flights marketed by Etihad Airways and operated by Middle East Airlines qualify to earn Etihad Guest Miles as of 31 March, 2008
6.1.8. Etihad Guest Miles are only credited for services and products actually supplied and paid for. In particular, no miles will be earned in connection with products or services which have been ordered but cancelled prior to payment.
6.1.9. When an Etihad Guest redeems Etihad Guest Miles in combination with cash against the purchase of a qualifying flight, Etihad Guest Miles will accrue only in respect of the paid part of that purchase.
6.1.10. Provided the Etihad Guest member has provided the necessary information at the time of ticketing / time of check-in, mileage will be credited within 7 days of travel. Mileage credit in respect of purchase of a product or service from an Etihad Guest Partner will be as specified in the most current edition of the member guide or the most recent Etihad Guest communications issued.
6.1.11. 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 miles accrual.
6.1.12. Any services offered by non airline Etihad Guest Partners at employee reduced rates may not qualify for miles accrual.
6.1.13. All miles have no cash value.
6.1.14. Etihad Guest Miles are valid for a three year period from the date of the activity for which they were earned. Unused Etihad Guest Miles will expiry at the end of the such validity period
6.1.15. Only you as a member may authorize the deduction of miles or issue of rewards from your Etihad Guest Account.
6.1.16. Flight Cancellations beyond Etihad’s or other Airline Partner’s control, including but not limited to weather delays, will not be granted Etihad Guest Miles.
6.1.17. In the event of a transferral into an alternative flight due to unforeseen circumstances, a Guest will earn Tier Miles and Etihad Guest Miles for the flight the Guest has originally purchased, not for the route flown.
6.1.18. In case of flight disruptions within Etihad Airways’ control, Guests are entitled to Etihad Guest Miles and Tier Miles applicable for that flight.
6.2. Crediting Etihad Guest Miles
6.2.1. While Etihad Airways and Etihad Guest Partners make every attempt to provide accurate credit of mileage, it is your responsibility to retain and provide the necessary documents, such as boarding passes, tickets and receipts in the event that a retroactive credit is claimed.
6.2.2. Etihad Guest Miles are not transferable and cannot be combined with miles of any other Etihad Guest Account except as part of a Family Membership as explained in Section 3 above. Credit is not given for any activity undertaken before membership is granted unless otherwise specified by Etihad Airways.
6.3. Mileage Statements
6.3.1. Mileage statements will be issued to you periodically at the discretion of Etihad Airways. You can also view your account information online.
6.3.2. Details of any Etihad Airways mileage earned should appear on your account within 7 days of travel, and any partner credits should appear within 60 days of the activity.
6.4. Retroactive Mileage Claim
6.4.1. If you have earned miles that do not appear on your statement, you should apply for retroactive credit online or send the tickets and boarding pass as evidence of your mileage entitlement to your local or closest Etihad Guest Service Centre. All claims for retroactive flight credit must be made within six months of the activity.
6.4.2. Guests may claim miles for flights on Etihad Airways taken up to 3 months prior to their enrolment date by sending in their proof of travel.
6.4.3 All claims for retroactive non flight credit should be forwarded by you to the relevant Etihad Guest Partner within six months of the transaction in question.
6.4.4 To earn Miles for in-flight duty free purchases, members need to present their membership card or quote their membership number at the time of purchase. If they fail to do so, they will not earn Miles for the given transaction. Retroactive claims are not permitted for in- flight duty free purchases. 6.4.5 Etihad Guest Miles cannot be claimed for in-flight duty free purchases made prior to the date of enrolment in Etihad Guest